{
  "ucid": "21112178841435232",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 11:15:52",
  "end_time": "2026-09-03 11:16:47",
  "duration_sec": 55,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Call_back_later",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAabbb95c60a21f7c681109d5edd17a946.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1148,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178841435232__DIAabbb95c60a21f7c681109d5edd17a946.mp3",
  "audio_bytes": 112968,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 37.656,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello, uh, Pranavi Corporation?\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Sir, good morning. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai head office.   (Sir, good morning. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel માંથી. Jindal Steel Mumbai head office.)\n[10s] CUSTOMER: Okay.\n[12s] AGENT: Jindal Steel, JSW.\n[13s] CUSTOMER: Okay, your voice is breaking up.   (अच्छा, आपका आवाज कट रहा हो रहा है।)\n[16s] AGENT: Is my voice clear now?   (अभी आ रहा है मेरा आवाज clear?)\n[17s] CUSTOMER: Hello.\n[18s] AGENT: Yes, hello, hello.   (हां, hello, hello.)\n[20s] CUSTOMER: Your voice is breaking, sir.   (Voice voice break हो रहा है आपका सर।)\n[21s] AGENT: Sir, please check your network once, I have full network here.   (Sir, एक बार आप अपना network check कर लीजिए, मेरा तो यहां पे full network है।)\n[24s] CUSTOMER: Sir, I will call back, one minute.   (सर मैं call back करता हूं, एक मिनट।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Gujarati\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: The customer complains about the agent's voice breaking up, although the recording itself is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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 reports a bad connection, take ownership by offering to call them back immediately instead of suggesting they check their network.",
  "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 himself and confirmed the company name, but the call was immediately derailed by a poor connection. The customer complained about the agent's voice breaking up and, after the agent suggested the customer check their network, the customer ended the call, stating they would call back. No business details were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, good morning. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai head office.\", \"comment\": \"The agent provided a standard, professional opening, introducing himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, uh, Pranavi Corporation?\", \"comment\": \"Agent only verified the company name; the call ended before any other profile questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer due to a technical issue before any discovery could be attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Sir, I will call back, one minute.\", \"comment\": \"The customer stated they would call back, but the agent did not schedule a specific time, so no firm next step was established.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly due to a connection issue, with no formal closure outcome achieved.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer reports a bad connection, take ownership by offering to call them back immediately instead of suggesting they check their network.\", \"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 himself and confirmed the company name, but the call was immediately derailed by a poor connection. The customer complained about the agent's voice breaking up and, after the agent suggested the customer check their network, the customer ended the call, stating they would call back. No business details were discussed.\"}",
  "error": null,
  "latency_ms": 33981,
  "input_tokens": 2928,
  "output_tokens": 715,
  "created_at": "2026-09-25 11:44:22",
  "sentiment": "positive",
  "sentiment_score": 0.24,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.658,
  "agent_talk_sec": 12.9,
  "customer_talk_sec": 6.7,
  "dead_air_sec": 35.4,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 195.3,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 42,
  "words_customer": 22,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178841435232",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.13,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178841435232",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 4.01,
      "text_en": "Hello, uh, Pranavi Corporation?",
      "text_native": "Hello, uh, Pranavi Corporation?"
    },
    {
      "ucid": "21112178841435232",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.36,
      "end_s": 4.76,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178841435232",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 9.9,
      "text_en": "Sir, good morning. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai head office.",
      "text_native": "Sir, good morning. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel માંથી. Jindal Steel Mumbai head office."
    },
    {
      "ucid": "21112178841435232",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 10.89,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178841435232",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.7,
      "end_s": 13.1,
      "text_en": "Jindal Steel, JSW.",
      "text_native": "Jindal Steel, JSW."
    },
    {
      "ucid": "21112178841435232",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.38,
      "end_s": 15.28,
      "text_en": "Okay, your voice is breaking up.",
      "text_native": "अच्छा, आपका आवाज कट रहा हो रहा है।"
    },
    {
      "ucid": "21112178841435232",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.87,
      "end_s": 16.97,
      "text_en": "Is my voice clear now?",
      "text_native": "अभी आ रहा है मेरा आवाज clear?"
    },
    {
      "ucid": "21112178841435232",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.3,
      "end_s": 17.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178841435232",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 18.9,
      "text_en": "Yes, hello, hello.",
      "text_native": "हां, hello, hello."
    },
    {
      "ucid": "21112178841435232",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 21.2,
      "text_en": "Your voice is breaking, sir.",
      "text_native": "Voice voice break हो रहा है आपका सर।"
    },
    {
      "ucid": "21112178841435232",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.4,
      "end_s": 24.0,
      "text_en": "Sir, please check your network once, I have full network here.",
      "text_native": "Sir, एक बार आप अपना network check कर लीजिए, मेरा तो यहां पे full network है।"
    },
    {
      "ucid": "21112178841435232",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.3,
      "end_s": 26.1,
      "text_en": "Sir, I will call back, one minute.",
      "text_native": "सर मैं call back करता हूं, एक मिनट।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178841435232",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, good morning. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai head office.",
      "comment": "The agent provided a standard, professional opening, introducing himself and the company."
    },
    {
      "ucid": "21112178841435232",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello, uh, Pranavi Corporation?",
      "comment": "Agent only verified the company name; the call ended before any other profile questions could be asked."
    },
    {
      "ucid": "21112178841435232",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer due to a technical issue before any discovery could be attempted."
    },
    {
      "ucid": "21112178841435232",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent had a chance to explain the platform."
    },
    {
      "ucid": "21112178841435232",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Sir, I will call back, one minute.",
      "comment": "The customer stated they would call back, but the agent did not schedule a specific time, so no firm next step was established."
    },
    {
      "ucid": "21112178841435232",
      "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 abruptly due to a connection issue, with no formal closure outcome achieved."
    }
  ],
  "objections": [],
  "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": []
}