{
  "ucid": "21112178842831952",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:08:39",
  "end_time": "2026-09-03 15:09:22",
  "duration_sec": 43,
  "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/DIAc6c2117872a7ad9a2b8b4a583aa209b1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1051,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178842831952__DIAc6c2117872a7ad9a2b8b4a583aa209b1.mp3",
  "audio_bytes": 43632,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 14.544,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] CUSTOMER: How much is it? The second one.   (કેટલે છે? દુસરા.)\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] CUSTOMER: What do you mean by number, sir?   (નંબર એટલે સર?)\n[4s] AGENT: Hello.\n[5s] CUSTOMER: Yes.   (હા.)\n[5s] AGENT: Hello.\n[6s] AGENT: Sir, Abdul is speaking, from JSW One.   (सर अब्दुल बात कर रहा हूं JSW One से।)\n[7s] AGENT: We spoke last time, right sir.   (पिछली बार हमने बात किया था ना सर।)\n[8s] CUSTOMER: Yes, tell me.   (હા બોલો ને।)\n[10s] AGENT: Sir, I was talking about the requirement, right sir?   (सर requirement के बारे में बात कर रहा था ना सर।)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and crosstalk on the customer's side, making some parts of the conversation difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": "For a 'new registration' call, you must follow the correct structure: start with a warm welcome and verify the customer's profile, instead of incorrectly referencing a past conversation.",
  "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 call was very short and unproductive. The agent treated it as a follow-up call, which contradicted the 'new registration' pitch type and confused the interaction. No discovery was conducted, and the call ended abruptly without any outcome or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Abdul is speaking, from JSW One. We spoke last time, right sir.\", \"comment\": \"The agent incorrectly opened this 'new registration' call as a follow-up, failing to provide a warm welcome for a new user.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required basic profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the eight required discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits or features.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was talking about the requirement, right sir?\", \"comment\": \"The agent vaguely referenced a requirement from a supposed past call but did not clearly ask for a current need or schedule a callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no closure; no quote, callback, or walkthrough was scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For a 'new registration' call, you must follow the correct structure: start with a warm welcome and verify the customer's profile, instead of incorrectly referencing a past conversation.\", \"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 call was very short and unproductive. The agent treated it as a follow-up call, which contradicted the 'new registration' pitch type and confused the interaction. No discovery was conducted, and the call ended abruptly without any outcome or next steps.\"}",
  "error": null,
  "latency_ms": 32990,
  "input_tokens": 2830,
  "output_tokens": 701,
  "created_at": "2026-09-25 11:39:54",
  "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": 0.531,
  "agent_talk_sec": 5.1,
  "customer_talk_sec": 4.5,
  "dead_air_sec": 33.4,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 294.1,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 25,
  "words_customer": 20,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178842831952",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 0.97,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842831952",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.07,
      "end_s": 2.4,
      "text_en": "How much is it? The second one.",
      "text_native": "કેટલે છે? દુસરા."
    },
    {
      "ucid": "21112178842831952",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 2.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842831952",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842831952",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 4.4,
      "text_en": "What do you mean by number, sir?",
      "text_native": "નંબર એટલે સર?"
    },
    {
      "ucid": "21112178842831952",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.4,
      "end_s": 4.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842831952",
      "idx": 6,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.2,
      "text_en": "Yes.",
      "text_native": "હા."
    },
    {
      "ucid": "21112178842831952",
      "idx": 7,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 5.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842831952",
      "idx": 8,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 7.0,
      "text_en": "Sir, Abdul is speaking, from JSW One.",
      "text_native": "सर अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178842831952",
      "idx": 9,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 8.5,
      "text_en": "We spoke last time, right sir.",
      "text_native": "पिछली बार हमने बात किया था ना सर।"
    },
    {
      "ucid": "21112178842831952",
      "idx": 10,
      "speaker": "customer",
      "start_s": 8.5,
      "end_s": 9.5,
      "text_en": "Yes, tell me.",
      "text_native": "હા બોલો ને।"
    },
    {
      "ucid": "21112178842831952",
      "idx": 11,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 10.5,
      "text_en": "Sir, I was talking about the requirement, right sir?",
      "text_native": "सर requirement के बारे में बात कर रहा था ना सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178842831952",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Abdul is speaking, from JSW One. We spoke last time, right sir.",
      "comment": "The agent incorrectly opened this 'new registration' call as a follow-up, failing to provide a warm welcome for a new user."
    },
    {
      "ucid": "21112178842831952",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the four required basic profile verification questions."
    },
    {
      "ucid": "21112178842831952",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the eight required discovery questions."
    },
    {
      "ucid": "21112178842831952",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain the platform's benefits or features."
    },
    {
      "ucid": "21112178842831952",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was talking about the requirement, right sir?",
      "comment": "The agent vaguely referenced a requirement from a supposed past call but did not clearly ask for a current need or schedule a callback."
    },
    {
      "ucid": "21112178842831952",
      "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 with no closure; no quote, callback, or walkthrough was scheduled."
    }
  ],
  "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": []
}