{
  "ucid": "21112178841454621",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 11:19:06",
  "end_time": "2026-09-03 11:19:58",
  "duration_sec": 52,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd3fbb3bf77a847472e870d24bba7d917.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1144,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178841454621__DIAd3fbb3bf77a847472e870d24bba7d917.mp3",
  "audio_bytes": 98928,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 32.976,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (हेलो)\n[3s] AGENT: Hello   (हेलो)\n[4s] CUSTOMER: Hello   (हेलो)\n[4s] CUSTOMER: Yes, speak.   (हां, बोलो।)\n[5s] AGENT: Hello   (हेलो)\n[5s] AGENT: Good morning sir, this is Abdul speaking from JSW.   (गुड मॉर्निंग सर, अब्दुल बात कर रहा हूं मैं JSW से।)\n[9s] AGENT: Hello   (हेलो)\n[10s] AGENT: Hello   (हेलो)\n[10s] AGENT: Sir, do you have any requirement for steel? I called for that. Do you have any requirement in the next four to six days, sir?   (सर, कुछ रिक्वायरमेंट है क्या स्टील में, इसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या चार-छह दिन में सर?)\n[14s] AGENT: Is my voice reaching you, sir?   (आवाज जा रही है सर?)\n[14s] CUSTOMER: Call me after an hour, I am in a meeting right now, you...   (एक घंटे बाद में फोन कीजिए, अभी मैं मीटिंग में हूं, आप...)\n[17s] AGENT: Okay, I will message you on your personal number, sir, okay? From my personal number.   (ओके, पर्सनल में मैसेज कर देता हूं सर आपको, ठीक है? पर्सनल नंबर से।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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 is busy and asks for a callback, confirm the specific time you will call them back to secure the next step, rather than just saying you will send a message.",
  "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 newly registered user. The customer stated they were in a meeting and asked for a callback in an hour. The agent acknowledged this and said he would send a message, ending the call without confirming a specific callback time or gathering any information.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent's opener was a direct sales question, not a warm welcome positioning them as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No profile verification questions were attempted before the customer ended the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted as the call was cut short.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel? I called for that. Do you have any requirement in the next four to six days, sir?\", \"comment\": \"The agent asked for a requirement but failed to schedule a specific callback date when the customer said they were busy.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I will message you on your personal number, sir, okay? From my personal number.\", \"comment\": \"The call ended with a promise to send a message, not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is busy and asks for a callback, confirm the specific time you will call them back to secure the next step, rather than just saying you will send a message.\", \"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 called a newly registered user. The customer stated they were in a meeting and asked for a callback in an hour. The agent acknowledged this and said he would send a message, ending the call without confirming a specific callback time or gathering any information.\"}",
  "error": null,
  "latency_ms": 33976,
  "input_tokens": 2918,
  "output_tokens": 709,
  "created_at": "2026-09-25 11:44:09",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.741,
  "agent_talk_sec": 10.3,
  "customer_talk_sec": 3.6,
  "dead_air_sec": 38.1,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 343.7,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 4,
  "discovery_qs": 4,
  "words_agent": 59,
  "words_customer": 17,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178841454621",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.6,
      "end_s": 2.11,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841454621",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.65,
      "end_s": 3.1,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841454621",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841454621",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.45,
      "end_s": 4.85,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलो।"
    },
    {
      "ucid": "21112178841454621",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.9,
      "end_s": 5.2,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841454621",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.4,
      "end_s": 7.8,
      "text_en": "Good morning sir, this is Abdul speaking from JSW.",
      "text_native": "गुड मॉर्निंग सर, अब्दुल बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178841454621",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841454621",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 10.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841454621",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 13.4,
      "text_en": "Sir, do you have any requirement for steel? I called for that. Do you have any requirement in the next four to six days, sir?",
      "text_native": "सर, कुछ रिक्वायरमेंट है क्या स्टील में, इसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या चार-छह दिन में सर?"
    },
    {
      "ucid": "21112178841454621",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.7,
      "end_s": 14.3,
      "text_en": "Is my voice reaching you, sir?",
      "text_native": "आवाज जा रही है सर?"
    },
    {
      "ucid": "21112178841454621",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 16.8,
      "text_en": "Call me after an hour, I am in a meeting right now, you...",
      "text_native": "एक घंटे बाद में फोन कीजिए, अभी मैं मीटिंग में हूं, आप..."
    },
    {
      "ucid": "21112178841454621",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 19.5,
      "text_en": "Okay, I will message you on your personal number, sir, okay? From my personal number.",
      "text_native": "ओके, पर्सनल में मैसेज कर देता हूं सर आपको, ठीक है? पर्सनल नंबर से।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178841454621",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent's opener was a direct sales question, not a warm welcome positioning them as a helper."
    },
    {
      "ucid": "21112178841454621",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No profile verification questions were attempted before the customer ended the conversation."
    },
    {
      "ucid": "21112178841454621",
      "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 attempted as the call was cut short."
    },
    {
      "ucid": "21112178841454621",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any platform education could be provided."
    },
    {
      "ucid": "21112178841454621",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for steel? I called for that. Do you have any requirement in the next four to six days, sir?",
      "comment": "The agent asked for a requirement but failed to schedule a specific callback date when the customer said they were busy."
    },
    {
      "ucid": "21112178841454621",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I will message you on your personal number, sir, okay? From my personal number.",
      "comment": "The call ended with a promise to send a message, 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",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}