{
  "ucid": "21112178834734481",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:39:04",
  "end_time": "2026-09-02 16:39:50",
  "duration_sec": 46,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA34b88f4b035ed95c44bdbd6d0e638fe8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1218,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834734481__DIA34b88f4b035ed95c44bdbd6d0e638fe8.mp3",
  "audio_bytes": 76680,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 25.56,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Namaste Shri Ganesh.   (नमस्ते श्री गणेश।)\n[3s] CUSTOMER: Hello?\n[4s] AGENT: Hello sir, are you speaking from Shri Ganesh Agro?   (Hello sir, श्री गणेश एग्रो से बोल रहे थे?)\n[6s] CUSTOMER: Yes.   (હો.)\n[7s] AGENT: Uh sir, sorry sir, actually have you spoken to one of my colleagues? His name is Sudhir sir, with him already?   (Uh sir, sorry sir, actually आपका मेरे एक colleague से बात हुआ है क्या? सुधीर सर नाम है उनसे already?)\n[10s] CUSTOMER: Yes, it has happened. It just happened. Are you speaking from JSW?   (हां हुआ है ना। अभी हुआ था। JSW से बात कर रहे हैं?)\n[12s] AGENT: Yes, yes sir. Okay sir, got it, got it.   (हां हां सर। Okay sir, got it, got it.)\n[14s] CUSTOMER: It has happened.   (हुआ है।)\n[15s] AGENT: Okay sir, thank you sir.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Gujarati\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You correctly identified this was a duplicate call and ended it professionally to avoid a poor customer experience; this was the right action.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a lead from Shri Ganesh Agro. The customer confirmed they had just spoken with another JSW representative. The agent acknowledged this was a duplicate call and ended the interaction politely.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome for a new registration, instead immediately asking if the customer had already spoken to a colleague.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello sir, are you speaking from Shri Ganesh Agro?\", \"comment\": \"Only verified the company name (1 of 4 required questions) before discovering the call was a duplicate.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was correctly terminated after identifying it as a duplicate.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Platform education was not performed as the call ended early.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No opportunity was identified as the call was a duplicate contact.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, thank you sir.\", \"comment\": \"The call was terminated without one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was a duplicate call and ended it professionally to avoid a poor customer experience; this was the right action.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a lead from Shri Ganesh Agro. The customer confirmed they had just spoken with another JSW representative. The agent acknowledged this was a duplicate call and ended the interaction politely.\"}",
  "error": null,
  "latency_ms": 25312,
  "input_tokens": 2867,
  "output_tokens": 654,
  "created_at": "2026-09-25 11:47:33",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "neither signal -> neutral",
  "talk_ratio": 0.711,
  "agent_talk_sec": 9.1,
  "customer_talk_sec": 3.7,
  "dead_air_sec": 33.2,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 309.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 3,
  "words_agent": 47,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834734481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.43,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178834734481",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.97,
      "end_s": 2.88,
      "text_en": "Namaste Shri Ganesh.",
      "text_native": "नमस्ते श्री गणेश।"
    },
    {
      "ucid": "21112178834734481",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.16,
      "end_s": 3.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178834734481",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 5.38,
      "text_en": "Hello sir, are you speaking from Shri Ganesh Agro?",
      "text_native": "Hello sir, श्री गणेश एग्रो से बोल रहे थे?"
    },
    {
      "ucid": "21112178834734481",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.7,
      "end_s": 6.0,
      "text_en": "Yes.",
      "text_native": "હો."
    },
    {
      "ucid": "21112178834734481",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 10.2,
      "text_en": "Uh sir, sorry sir, actually have you spoken to one of my colleagues? His name is Sudhir sir, with him already?",
      "text_native": "Uh sir, sorry sir, actually आपका मेरे एक colleague से बात हुआ है क्या? सुधीर सर नाम है उनसे already?"
    },
    {
      "ucid": "21112178834734481",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.2,
      "end_s": 12.44,
      "text_en": "Yes, it has happened. It just happened. Are you speaking from JSW?",
      "text_native": "हां हुआ है ना। अभी हुआ था। JSW से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178834734481",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.44,
      "end_s": 14.2,
      "text_en": "Yes, yes sir. Okay sir, got it, got it.",
      "text_native": "हां हां सर। Okay sir, got it, got it."
    },
    {
      "ucid": "21112178834734481",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 14.6,
      "text_en": "It has happened.",
      "text_native": "हुआ है।"
    },
    {
      "ucid": "21112178834734481",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 16.2,
      "text_en": "Okay sir, thank you sir.",
      "text_native": "Okay sir, thank you sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834734481",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a warm welcome for a new registration, instead immediately asking if the customer had already spoken to a colleague."
    },
    {
      "ucid": "21112178834734481",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello sir, are you speaking from Shri Ganesh Agro?",
      "comment": "Only verified the company name (1 of 4 required questions) before discovering the call was a duplicate."
    },
    {
      "ucid": "21112178834734481",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was correctly terminated after identifying it as a duplicate."
    },
    {
      "ucid": "21112178834734481",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Platform education was not performed as the call ended early."
    },
    {
      "ucid": "21112178834734481",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No opportunity was identified as the call was a duplicate contact."
    },
    {
      "ucid": "21112178834734481",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, thank you sir.",
      "comment": "The call was terminated without one of the three required closure outcomes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}