{
  "ucid": "21112178834966691",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:17:46",
  "end_time": "2026-09-02 17:18:31",
  "duration_sec": 45,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Onboarded",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfc244b3cb8d86db70b67561b78bf2f4c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1197,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834966691__DIAfc244b3cb8d86db70b67561b78bf2f4c.mp3",
  "audio_bytes": 72792,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 24.264,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[3s] AGENT: Hello   (हेलो)\n[3s] CUSTOMER: Yes?   (हां जी?)\n[4s] AGENT: Uh yes, good evening, this is Animesh Mehta speaking from JSW One. Were you planning anything for material requirements?   (अह जी गुड इवनिंग, अनिमेश मेहता बात कर रहा हूं मैं JSW One से। कुछ प्लान कर रहे थे क्या मटेरियल रिक्वायरमेंट में?)\n[8s] CUSTOMER: No, no, we've already talked, the conversation is already happening.   (नहीं नहीं बात हो गई हो गई है ऑलरेडी बात हो रही है।)\n[11s] AGENT: Okay, fine. Who are you speaking with, sir?   (ओके ठीक। किनसे बात हो रही है सर आपकी?)\n[13s] CUSTOMER: I am speaking with Avinash ji.   (मेरी हो रही है अविनाश जी से।)\n[16s] AGENT: Okay. Fine, sir. Let me know if there's anything.   (ओके। ठीक है सर। कुछ रहेगा तो बताइएगा।)\n[19s] CUSTOMER: This take this   (ये ले ये)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The last turn is cut off mid-sentence.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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": "When a customer states they are already engaged with another JSW rep, your response to confirm the details and politely end the call was appropriate.",
  "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 recently registered. The customer immediately stated they were already in contact with another JSW representative, Avinash. The agent correctly identified the duplicate contact, confirmed the other rep's name, and politely ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh yes, good evening, this is Animesh Mehta speaking from JSW One.\", \"comment\": \"The agent provided a polite opening, stating his name and company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the four required profile verification questions before the customer ended the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer stated they were already in contact with another JSW representative.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for any platform education to be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No opportunity was identified as the customer was already being handled by another agent.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Let me know if there's anything.\", \"comment\": \"The call ended with a generic closing, not one of the three required outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states they are already engaged with another JSW rep, your response to confirm the details and politely end the call was appropriate.\", \"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\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"No, no, we've already talked, the conversation is already happening.\", \"response\": \"Okay, fine. Who are you speaking with, sir?\"}], \"call_summary\": \"The agent called a customer who had recently registered. The customer immediately stated they were already in contact with another JSW representative, Avinash. The agent correctly identified the duplicate contact, confirmed the other rep's name, and politely ended the call.\"}",
  "error": null,
  "latency_ms": 29253,
  "input_tokens": 2868,
  "output_tokens": 745,
  "created_at": "2026-09-25 11:46:39",
  "sentiment": "positive",
  "sentiment_score": 0.18,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.601,
  "agent_talk_sec": 8.6,
  "customer_talk_sec": 5.7,
  "dead_air_sec": 30.7,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 258.1,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 37,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834966691",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.27,
      "end_s": 1.81,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178834966691",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.51,
      "end_s": 2.91,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178834966691",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.27,
      "end_s": 3.67,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178834966691",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 8.18,
      "text_en": "Uh yes, good evening, this is Animesh Mehta speaking from JSW One. Were you planning anything for material requirements?",
      "text_native": "अह जी गुड इवनिंग, अनिमेश मेहता बात कर रहा हूं मैं JSW One से। कुछ प्लान कर रहे थे क्या मटेरियल रिक्वायरमेंट में?"
    },
    {
      "ucid": "21112178834966691",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.18,
      "end_s": 10.48,
      "text_en": "No, no, we've already talked, the conversation is already happening.",
      "text_native": "नहीं नहीं बात हो गई हो गई है ऑलरेडी बात हो रही है।"
    },
    {
      "ucid": "21112178834966691",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.88,
      "end_s": 12.5,
      "text_en": "Okay, fine. Who are you speaking with, sir?",
      "text_native": "ओके ठीक। किनसे बात हो रही है सर आपकी?"
    },
    {
      "ucid": "21112178834966691",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 14.6,
      "text_en": "I am speaking with Avinash ji.",
      "text_native": "मेरी हो रही है अविनाश जी से।"
    },
    {
      "ucid": "21112178834966691",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 17.9,
      "text_en": "Okay. Fine, sir. Let me know if there's anything.",
      "text_native": "ओके। ठीक है सर। कुछ रहेगा तो बताइएगा।"
    },
    {
      "ucid": "21112178834966691",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 19.4,
      "text_en": "This take this",
      "text_native": "ये ले ये"
    }
  ],
  "steps": [
    {
      "ucid": "21112178834966691",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh yes, good evening, this is Animesh Mehta speaking from JSW One.",
      "comment": "The agent provided a polite opening, stating his name and company."
    },
    {
      "ucid": "21112178834966691",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the four required profile verification questions before the customer ended the conversation."
    },
    {
      "ucid": "21112178834966691",
      "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 customer stated they were already in contact with another JSW representative."
    },
    {
      "ucid": "21112178834966691",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for any platform education to be provided."
    },
    {
      "ucid": "21112178834966691",
      "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 customer was already being handled by another agent."
    },
    {
      "ucid": "21112178834966691",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Let me know if there's anything.",
      "comment": "The call ended with a generic closing, not one of the three required outcomes."
    }
  ],
  "objections": [
    {
      "ucid": "21112178834966691",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "No, no, we've already talked, the conversation is already happening.",
      "response": "Okay, fine. Who are you speaking with, sir?"
    }
  ],
  "missed_steps": [
    "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": []
}