{
  "ucid": "21112178835182731",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:53:47",
  "end_time": "2026-09-02 17:54:34",
  "duration_sec": 47,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4861f5d910f86a2eaadf7a8282570d27.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1178,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178835182731__DIA4861f5d910f86a2eaadf7a8282570d27.mp3",
  "audio_bytes": 58320,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 19.44,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Hello   (हॅलो)\n[3s] AGENT: Sir, I am speaking from JSW One.   (सर JSW One से बात कर रहा हूं मैं।)\n[5s] CUSTOMER: From where?   (कहा से?)\n[6s] AGENT: JSW One MSME.\n[8s] CUSTOMER: Okay, I am a little busy right now. I will call you later.   (Okay, मैं अभी थोड़ा बिजी हूं। मैं आपको कॉल करता हूं बाद में।)\n[11s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "noisy: Significant background chatter is present on the agent's line, but the main speakers are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": "When a customer immediately says they are busy, try to re-engage by asking for just 30 seconds to explain the call's purpose before letting them go.",
  "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 introduced themself from JSW One. The customer immediately stated they were busy and would call back later. The agent accepted this and ended the call without attempting any discovery or establishing a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One.\", \"comment\": \"The agent only stated their company name and did not provide a warm welcome or position themselves as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the agent could ask any profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt any discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education was provided as the customer ended the call early.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement or schedule a specific callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, okay.\", \"comment\": \"The call ended with the agent passively accepting the customer's vague 'I will call you later' brush-off, not a confirmed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately says they are busy, try to re-engage by asking for just 30 seconds to explain the call's purpose before letting them go.\", \"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 introduced themself from JSW One. The customer immediately stated they were busy and would call back later. The agent accepted this and ended the call without attempting any discovery or establishing a concrete next step.\"}",
  "error": null,
  "latency_ms": 21725,
  "input_tokens": 2776,
  "output_tokens": 668,
  "created_at": "2026-09-25 11:45:37",
  "sentiment": "negative",
  "sentiment_score": -0.333,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 6,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.488,
  "agent_talk_sec": 4.2,
  "customer_talk_sec": 4.4,
  "dead_air_sec": 38.4,
  "longest_monologue_sec": 1.7,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 0,
  "words_agent": 14,
  "words_customer": 17,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178835182731",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.47,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178835182731",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.16,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178835182731",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.3,
      "end_s": 2.68,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178835182731",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 4.56,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178835182731",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.86,
      "end_s": 5.44,
      "text_en": "From where?",
      "text_native": "कहा से?"
    },
    {
      "ucid": "21112178835182731",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.66,
      "end_s": 6.88,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178835182731",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.56,
      "end_s": 10.5,
      "text_en": "Okay, I am a little busy right now. I will call you later.",
      "text_native": "Okay, मैं अभी थोड़ा बिजी हूं। मैं आपको कॉल करता हूं बाद में।"
    },
    {
      "ucid": "21112178835182731",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.7,
      "end_s": 11.54,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178835182731",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I am speaking from JSW One.",
      "comment": "The agent only stated their company name and did not provide a warm welcome or position themselves as a helper."
    },
    {
      "ucid": "21112178835182731",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the agent could ask any profile verification questions."
    },
    {
      "ucid": "21112178835182731",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the agent could attempt any discovery questions."
    },
    {
      "ucid": "21112178835182731",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No platform education was provided as the customer ended the call early."
    },
    {
      "ucid": "21112178835182731",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask about a current requirement or schedule a specific callback."
    },
    {
      "ucid": "21112178835182731",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, okay.",
      "comment": "The call ended with the agent passively accepting the customer's vague 'I will call you later' brush-off, not a confirmed next step."
    }
  ],
  "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": []
}