{
  "ucid": "21112178834803942",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:50:39",
  "end_time": "2026-09-02 16:51:23",
  "duration_sec": 44,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb93fec11b4c1e1e4f93c8a6ceb65333d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1210,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834803942__DIAb93fec11b4c1e1e4f93c8a6ceb65333d.mp3",
  "audio_bytes": 91584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 30.528,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.   (હલો.)\n[6s] AGENT: Hello.   (હલો.)\n[6s] CUSTOMER: Hello.   (હલો.)\n[8s] AGENT: Sir, am I speaking with Niravbhai? I am Ankit Mistry calling from Jindal Steel. How are you?   (સાહેબ, નીરવભાઈ બોલો છો ને? હું અંકિત મિસ્ત્રી વાત કરું છું જિંદાલ સ્ટીલમાંથી. કેમ છો?)\n[12s] CUSTOMER: Just fine, tell me.   (બસ મજામાં, બોલો.)\n[14s] AGENT: Niravbhai, we spoke last month. Regarding this. So since the month has also changed, will you have any requirement in HR etc.?   (નીરવભાઈ, ગયા મહિને આપણી વાત થઈ હતી. આપણે આ આના માટે. તો જેમ કે આ પણ મહિનો ચેન્જ થયો છે તો કોઈ તમારી રિક્વાયરમેન્ટ હશે HR વગેરેમાં?)\n[19s] CUSTOMER: No no no no. Not right now.   (ના ના ના ના. તે હાલ નથી.)\n[21s] AGENT: No problem. If anything comes up, let us know, okay?   (કાઈ વાંધો નહિ. કઈ આવે તો અમને કેજો, ઓકે?)\n[22s] CUSTOMER: Okay okay.   (ઓકે ઓકે.)\n[24s] AGENT: Okay sir, bye.   (ઓકે સાહેબ, ચાલો.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call, making some parts slightly difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "label_contradiction": 0,
  "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 skipped the entire new registration script. Even if you've spoken before, you must follow the pitch structure to verify profile details and perform discovery on every call.",
  "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 contact he had spoken to in the previous month. He asked if there was a new requirement for HR material. The customer said not at the moment, and the agent ended the call without performing any discovery or setting a specific next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, am I speaking with Niravbhai? I am Ankit Mistry calling from Jindal Steel. How are you?\", \"comment\": \"The agent did not welcome the customer as a new registration or position himself as a helper, instead treating it as a follow-up call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the eight required discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits at all.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If anything comes up, let us know, okay?\", \"comment\": \"After the customer stated no current requirement, the agent did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, bye.\", \"comment\": \"The call did not end with a quote, a specific callback date, or a scheduled walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire new registration script. Even if you've spoken before, you must follow the pitch structure to verify profile details and perform discovery on every call.\", \"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 contact he had spoken to in the previous month. He asked if there was a new requirement for HR material. The customer said not at the moment, and the agent ended the call without performing any discovery or setting a specific next step.\"}",
  "error": null,
  "latency_ms": 21902,
  "input_tokens": 2951,
  "output_tokens": 705,
  "created_at": "2026-09-25 11:47:07",
  "sentiment": "neutral",
  "sentiment_score": -0.13,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.758,
  "agent_talk_sec": 12.5,
  "customer_talk_sec": 4.0,
  "dead_air_sec": 27.5,
  "longest_monologue_sec": 5.3,
  "agent_wpm": 254.4,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 4,
  "words_agent": 53,
  "words_customer": 15,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178834803942",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.57,
      "end_s": 5.14,
      "text_en": "Hello.",
      "text_native": "હલો."
    },
    {
      "ucid": "21112178834803942",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.55,
      "end_s": 5.95,
      "text_en": "Hello.",
      "text_native": "હલો."
    },
    {
      "ucid": "21112178834803942",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.06,
      "end_s": 6.46,
      "text_en": "Hello.",
      "text_native": "હલો."
    },
    {
      "ucid": "21112178834803942",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.57,
      "end_s": 11.8,
      "text_en": "Sir, am I speaking with Niravbhai? I am Ankit Mistry calling from Jindal Steel. How are you?",
      "text_native": "સાહેબ, નીરવભાઈ બોલો છો ને? હું અંકિત મિસ્ત્રી વાત કરું છું જિંદાલ સ્ટીલમાંથી. કેમ છો?"
    },
    {
      "ucid": "21112178834803942",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.07,
      "end_s": 13.19,
      "text_en": "Just fine, tell me.",
      "text_native": "બસ મજામાં, બોલો."
    },
    {
      "ucid": "21112178834803942",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 18.8,
      "text_en": "Niravbhai, we spoke last month. Regarding this. So since the month has also changed, will you have any requirement in HR etc.?",
      "text_native": "નીરવભાઈ, ગયા મહિને આપણી વાત થઈ હતી. આપણે આ આના માટે. તો જેમ કે આ પણ મહિનો ચેન્જ થયો છે તો કોઈ તમારી રિક્વાયરમેન્ટ હશે HR વગેરેમાં?"
    },
    {
      "ucid": "21112178834803942",
      "idx": 6,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 20.2,
      "text_en": "No no no no. Not right now.",
      "text_native": "ના ના ના ના. તે હાલ નથી."
    },
    {
      "ucid": "21112178834803942",
      "idx": 7,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 22.4,
      "text_en": "No problem. If anything comes up, let us know, okay?",
      "text_native": "કાઈ વાંધો નહિ. કઈ આવે તો અમને કેજો, ઓકે?"
    },
    {
      "ucid": "21112178834803942",
      "idx": 8,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.2,
      "text_en": "Okay okay.",
      "text_native": "ઓકે ઓકે."
    },
    {
      "ucid": "21112178834803942",
      "idx": 9,
      "speaker": "agent",
      "start_s": 23.5,
      "end_s": 24.5,
      "text_en": "Okay sir, bye.",
      "text_native": "ઓકે સાહેબ, ચાલો."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834803942",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, am I speaking with Niravbhai? I am Ankit Mistry calling from Jindal Steel. How are you?",
      "comment": "The agent did not welcome the customer as a new registration or position himself as a helper, instead treating it as a follow-up call."
    },
    {
      "ucid": "21112178834803942",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the four required profile verification questions."
    },
    {
      "ucid": "21112178834803942",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the eight required discovery questions."
    },
    {
      "ucid": "21112178834803942",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain the platform's benefits at all."
    },
    {
      "ucid": "21112178834803942",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If anything comes up, let us know, okay?",
      "comment": "After the customer stated no current requirement, the agent did not schedule a specific callback date."
    },
    {
      "ucid": "21112178834803942",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, bye.",
      "comment": "The call did not end with a quote, a specific callback date, or a scheduled walkthrough."
    }
  ],
  "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": []
}