{
  "ucid": "21112178834909021",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:08:10",
  "end_time": "2026-09-02 17:09:44",
  "duration_sec": 94,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Send_Email",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2379c0931e5cd6fe815b7c9013c1bb42.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1205,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834909021__DIA2379c0931e5cd6fe815b7c9013c1bb42.mp3",
  "audio_bytes": 212544,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 70.848,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello. Is Pradip sir speaking?   (Hello. પ્રદીપ સર વાત કરે છે?)\n[6s] AGENT: Hello?\n[6s] CUSTOMER: Yes, tell me ma'am.   (हाँ बोलिए ना मैम।)\n[8s] AGENT: Sir, Anubruti speaking from JSW One.   (सर, अनुब्रति बात कर रही हूँ JSW One से।)\n[10s] CUSTOMER: Uh ma'am, I am doing it, I am studying that only. From JSW, right?   (अ मैम मैं कर रहा हूँ, वही study कर रहा हूँ। JSW से ना?)\n[14s] AGENT: Yes. I am sending you a 'hi' on WhatsApp. You can tell me the requirement on that.   (हाँ। मैं आपको WhatsApp पे hi भेज रही हूँ। आप मेरेको requirement बता देना उसपे।)\n[17s] CUSTOMER: Yes, but I am not finding rod above 16 mm from you. I was searching for that only.   (हाँ, लेकिन आपका 16 mm के ऊपर rod नहीं मिल रहा है। वही search कर रहा था।)\n[22s] AGENT: Okay okay sir. Alright.   (Okay okay sir. ठीक है।)\n[24s] CUSTOMER: And you don't have channel either, ma'am.   (और आपके पास channel भी नहीं है मैम।)\n[26s] AGENT: For channel... sir, what do you manufacture?   (Channel का आपको सर आप क्या manufacturing करते हो?)\n[29s] CUSTOMER: Uh, I need structural.   (अ structural चाहिए।)\n[31s] AGENT: You need structural. Okay.   (Structural चाहिए आपको। अच्छा।)\n[34s] AGENT: Sir, can you tell me its dimension?   (सर उसका dimension बता सकते हो आप?)\n[36s] CUSTOMER: I will put the details on WhatsApp.   (मैं detail डाल देता हूँ WhatsApp पे।)\n[37s] AGENT: Alright. Okay.   (ठीक है। Okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Gujarati\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: The customer's side has some background noise, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "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": 2.0,
  "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\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "Instead of immediately moving the conversation to WhatsApp, use the customer's questions about product availability as an opportunity to conduct discovery and control the 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 customer, who had been browsing the platform, stated he could not find rods >16mm or channels. The agent asked what he manufactures and for the required dimensions. The customer deferred to sending details via WhatsApp, and the agent agreed, ending the call without a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The opener was a basic identification, not a warm welcome that positioned the agent as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No basic profile verification questions (name, city, procurement role, contact info) were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"sir, what do you manufacture?\", \"comment\": \"Only one of the eight discovery questions was attempted before the conversation was moved to WhatsApp.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits, even when the customer mentioned using it.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, can you tell me its dimension?\", \"comment\": \"The agent correctly identified the customer's requirement and attempted to capture the specification.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended by deferring to WhatsApp, which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of immediately moving the conversation to WhatsApp, use the customer's questions about product availability as an opportunity to conduct discovery and control the 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 customer, who had been browsing the platform, stated he could not find rods >16mm or channels. The agent asked what he manufactures and for the required dimensions. The customer deferred to sending details via WhatsApp, and the agent agreed, ending the call without a firm next step.\"}",
  "error": null,
  "latency_ms": 38063,
  "input_tokens": 3091,
  "output_tokens": 688,
  "created_at": "2026-09-25 11:47:11",
  "sentiment": "positive",
  "sentiment_score": 0.212,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.476,
  "agent_talk_sec": 14.0,
  "customer_talk_sec": 15.4,
  "dead_air_sec": 64.6,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 210.0,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 49,
  "words_customer": 60,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834909021",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.65,
      "end_s": 2.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178834909021",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 3.1,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178834909021",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.58,
      "end_s": 5.2,
      "text_en": "Hello. Is Pradip sir speaking?",
      "text_native": "Hello. પ્રદીપ સર વાત કરે છે?"
    },
    {
      "ucid": "21112178834909021",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 6.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178834909021",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 7.4,
      "text_en": "Yes, tell me ma'am.",
      "text_native": "हाँ बोलिए ना मैम।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.5,
      "end_s": 9.4,
      "text_en": "Sir, Anubruti speaking from JSW One.",
      "text_native": "सर, अनुब्रति बात कर रही हूँ JSW One से।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 13.4,
      "text_en": "Uh ma'am, I am doing it, I am studying that only. From JSW, right?",
      "text_native": "अ मैम मैं कर रहा हूँ, वही study कर रहा हूँ। JSW से ना?"
    },
    {
      "ucid": "21112178834909021",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 16.9,
      "text_en": "Yes. I am sending you a 'hi' on WhatsApp. You can tell me the requirement on that.",
      "text_native": "हाँ। मैं आपको WhatsApp पे hi भेज रही हूँ। आप मेरेको requirement बता देना उसपे।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 21.2,
      "text_en": "Yes, but I am not finding rod above 16 mm from you. I was searching for that only.",
      "text_native": "हाँ, लेकिन आपका 16 mm के ऊपर rod नहीं मिल रहा है। वही search कर रहा था।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 23.0,
      "text_en": "Okay okay sir. Alright.",
      "text_native": "Okay okay sir. ठीक है।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.7,
      "end_s": 25.5,
      "text_en": "And you don't have channel either, ma'am.",
      "text_native": "और आपके पास channel भी नहीं है मैम।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 11,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 28.8,
      "text_en": "For channel... sir, what do you manufacture?",
      "text_native": "Channel का आपको सर आप क्या manufacturing करते हो?"
    },
    {
      "ucid": "21112178834909021",
      "idx": 12,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 30.3,
      "text_en": "Uh, I need structural.",
      "text_native": "अ structural चाहिए।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.6,
      "end_s": 32.0,
      "text_en": "You need structural. Okay.",
      "text_native": "Structural चाहिए आपको। अच्छा।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.6,
      "end_s": 35.2,
      "text_en": "Sir, can you tell me its dimension?",
      "text_native": "सर उसका dimension बता सकते हो आप?"
    },
    {
      "ucid": "21112178834909021",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.6,
      "end_s": 37.0,
      "text_en": "I will put the details on WhatsApp.",
      "text_native": "मैं detail डाल देता हूँ WhatsApp पे।"
    },
    {
      "ucid": "21112178834909021",
      "idx": 16,
      "speaker": "agent",
      "start_s": 37.2,
      "end_s": 38.0,
      "text_en": "Alright. Okay.",
      "text_native": "ठीक है। Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834909021",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The opener was a basic identification, not a warm welcome that positioned the agent as a helper."
    },
    {
      "ucid": "21112178834909021",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No basic profile verification questions (name, city, procurement role, contact info) were asked."
    },
    {
      "ucid": "21112178834909021",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "sir, what do you manufacture?",
      "comment": "Only one of the eight discovery questions was attempted before the conversation was moved to WhatsApp."
    },
    {
      "ucid": "21112178834909021",
      "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 any of the platform's benefits, even when the customer mentioned using it."
    },
    {
      "ucid": "21112178834909021",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, can you tell me its dimension?",
      "comment": "The agent correctly identified the customer's requirement and attempted to capture the specification."
    },
    {
      "ucid": "21112178834909021",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended by deferring to WhatsApp, which is not 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",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}