{
  "ucid": "21112178834955081",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:15:50",
  "end_time": "2026-09-02 17:16:57",
  "duration_sec": 67,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf831bb6aeafc0136aeee87db37f9bec5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1200,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834955081__DIAf831bb6aeafc0136aeee87db37f9bec5.mp3",
  "audio_bytes": 118152,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 39.384,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[3s] AGENT: Hello. Uh sir, I was calling from JSW.   (हॅलो. अह सर JSW से बात कर रहा था मैं।)\n[6s] CUSTOMER: J N W?   (जे एन डब्ल्यू?)\n[7s] AGENT: What?   (क्या?)\n[7s] CUSTOMER: J N W.   (जे एन डब्ल्यू।)\n[8s] AGENT: J S W.   (जे एस डब्ल्यू।)\n[9s] CUSTOMER: Oh, it's JSW. Yes yes yes, I had downloaded your application.   (अच्छा जेएसडब्ल्यू है। हां हां हां आपका application download किया था।)\n[13s] AGENT: Hmm. So is there any requirement for steel?   (हम्म। तो कुछ है requirement steel में?)\n[15s] CUSTOMER: No no, when there is, I will keep your number. I will let you know.   (नहीं नहीं जब होंगे तो आपका नंबर मैंने लेके रखता हूं। मैं बोल देता हूं।)\n[18s] AGENT: Okay.   (ठीक है।)\n[19s] CUSTOMER: It covers all steel, right?   (पूरा steel में आता है ना?)\n[20s] AGENT: Yes.   (हां।)\n[21s] CUSTOMER: Okay.   (ठीक है।)\n[23s] CUSTOMER: Your name?   (आपका नाम?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise from a call center on the agent's side, but the main conversation is audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": 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 must follow the script structure; you skipped all discovery and went straight to asking for a requirement, which gave the customer an easy way to end 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 agent called a customer who had downloaded the JSW app. The agent immediately asked if there was a requirement, skipping all discovery. The customer stated they had no current need but would keep the number for the future. The call ended without gathering any information or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, I was calling from JSW.\", \"comment\": \"The agent did not welcome the customer for their new registration or position themself as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the four required basic profile questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the eight required discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any of the platform's benefits or features.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So is there any requirement for steel?\", \"comment\": \"Agent asked for a requirement but did not schedule a specific callback date when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure; you skipped all discovery and went straight to asking for a requirement, which gave the customer an easy way to end 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\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"No no, when there is, I will keep your number. I will let you know.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent called a customer who had downloaded the JSW app. The agent immediately asked if there was a requirement, skipping all discovery. The customer stated they had no current need but would keep the number for the future. The call ended without gathering any information or setting a next step.\"}",
  "error": null,
  "latency_ms": 29009,
  "input_tokens": 2933,
  "output_tokens": 740,
  "created_at": "2026-09-25 11:46:43",
  "sentiment": "positive",
  "sentiment_score": 0.187,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.331,
  "agent_talk_sec": 5.4,
  "customer_talk_sec": 10.9,
  "dead_air_sec": 50.7,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 244.4,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 22,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834955081",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.84,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178834955081",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.04,
      "end_s": 5.03,
      "text_en": "Hello. Uh sir, I was calling from JSW.",
      "text_native": "हॅलो. अह सर JSW से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 6.31,
      "text_en": "J N W?",
      "text_native": "जे एन डब्ल्यू?"
    },
    {
      "ucid": "21112178834955081",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 6.91,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178834955081",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.83,
      "text_en": "J N W.",
      "text_native": "जे एन डब्ल्यू।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 8.83,
      "text_en": "J S W.",
      "text_native": "जे एस डब्ल्यू।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 12.04,
      "text_en": "Oh, it's JSW. Yes yes yes, I had downloaded your application.",
      "text_native": "अच्छा जेएसडब्ल्यू है। हां हां हां आपका application download किया था।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.6,
      "end_s": 14.14,
      "text_en": "Hmm. So is there any requirement for steel?",
      "text_native": "हम्म। तो कुछ है requirement steel में?"
    },
    {
      "ucid": "21112178834955081",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 18.0,
      "text_en": "No no, when there is, I will keep your number. I will let you know.",
      "text_native": "नहीं नहीं जब होंगे तो आपका नंबर मैंने लेके रखता हूं। मैं बोल देता हूं।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 18.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.7,
      "end_s": 20.0,
      "text_en": "It covers all steel, right?",
      "text_native": "पूरा steel में आता है ना?"
    },
    {
      "ucid": "21112178834955081",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 20.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.7,
      "end_s": 21.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178834955081",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.2,
      "end_s": 23.8,
      "text_en": "Your name?",
      "text_native": "आपका नाम?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178834955081",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, I was calling from JSW.",
      "comment": "The agent did not welcome the customer for their new registration or position themself as a helper."
    },
    {
      "ucid": "21112178834955081",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero of the four required basic profile questions."
    },
    {
      "ucid": "21112178834955081",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero of the eight required discovery questions."
    },
    {
      "ucid": "21112178834955081",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain any of the platform's benefits or features."
    },
    {
      "ucid": "21112178834955081",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So is there any requirement for steel?",
      "comment": "Agent asked for a requirement but did not schedule a specific callback date when the customer said no."
    },
    {
      "ucid": "21112178834955081",
      "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 without a quote, a specific callback date, or a platform walkthrough being scheduled."
    }
  ],
  "objections": [
    {
      "ucid": "21112178834955081",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "No no, when there is, I will keep your number. I will let you know.",
      "response": "Okay."
    }
  ],
  "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": []
}