{
  "ucid": "21112178842904822",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:20:48",
  "end_time": "2026-09-03 15:21:33",
  "duration_sec": 45,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA018fa45551afef26ff66919f61049549.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1044,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178842904822__DIA018fa45551afef26ff66919f61049549.mp3",
  "audio_bytes": 92448,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 30.816,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[4s] AGENT: Hello, good afternoon. Am I talking to Sharath Manan Kumar? I mean, yeah, Pooja?\n[9s] CUSTOMER: Yeah, can I know who's this?\n[10s] AGENT: Uh, this is Jeevan from JSW One platform.\n[12s] CUSTOMER: Yeah.\n[13s] AGENT: Uh, yeah, so I called you with respect to a registration that you have done in our platform. So just wanted to check if there is any HR, CR, coils or sheet requirement as of now.\n[21s] CUSTOMER: Yeah, yeah. No, we just got it, actually.\n[23s] AGENT: All right, okay. Thank you.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on both sides, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer has no immediate need, use discovery questions to understand their business for a future follow-up instead of ending the call immediately.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a registered lead and immediately asked for a requirement, skipping the opener, hook, and discovery. The customer stated they had no current need as they had just procured material. The agent then thanked the customer and ended the call without setting any future follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, good afternoon. Am I talking to Sharath Manan Kumar? I mean, yeah, Pooja?\", \"comment\": \"Agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook with a price or availability benefit, instead jumping straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions to understand the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"...just wanted to check if there is any HR, CR, coils or sheet requirement as of now.\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"All right, okay. Thank you.\", \"comment\": \"Call was ended abruptly with no attempt to set a specific next step like a future callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, use discovery questions to understand their business for a future follow-up instead of ending the call immediately.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a registered lead and immediately asked for a requirement, skipping the opener, hook, and discovery. The customer stated they had no current need as they had just procured material. The agent then thanked the customer and ended the call without setting any future follow-up.\"}",
  "error": null,
  "latency_ms": 29363,
  "input_tokens": 2715,
  "output_tokens": 711,
  "created_at": "2026-09-25 11:39:34",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.805,
  "agent_talk_sec": 16.1,
  "customer_talk_sec": 3.9,
  "dead_air_sec": 25.0,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 234.8,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 63,
  "words_customer": 16,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178842904822",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.03,
      "end_s": 1.56,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842904822",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 8.53,
      "text_en": "Hello, good afternoon. Am I talking to Sharath Manan Kumar? I mean, yeah, Pooja?",
      "text_native": "Hello, good afternoon. Am I talking to Sharath Manan Kumar? I mean, yeah, Pooja?"
    },
    {
      "ucid": "21112178842904822",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.63,
      "end_s": 9.68,
      "text_en": "Yeah, can I know who's this?",
      "text_native": "Yeah, can I know who's this?"
    },
    {
      "ucid": "21112178842904822",
      "idx": 3,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 12.23,
      "text_en": "Uh, this is Jeevan from JSW One platform.",
      "text_native": "Uh, this is Jeevan from JSW One platform."
    },
    {
      "ucid": "21112178842904822",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 12.86,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178842904822",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 20.5,
      "text_en": "Uh, yeah, so I called you with respect to a registration that you have done in our platform. So just wanted to check if there is any HR, CR, coils or sheet requirement as of now.",
      "text_native": "Uh, yeah, so I called you with respect to a registration that you have done in our platform. So just wanted to check if there is any HR, CR, coils or sheet requirement as of now."
    },
    {
      "ucid": "21112178842904822",
      "idx": 6,
      "speaker": "customer",
      "start_s": 20.6,
      "end_s": 22.54,
      "text_en": "Yeah, yeah. No, we just got it, actually.",
      "text_native": "Yeah, yeah. No, we just got it, actually."
    },
    {
      "ucid": "21112178842904822",
      "idx": 7,
      "speaker": "agent",
      "start_s": 22.84,
      "end_s": 24.5,
      "text_en": "All right, okay. Thank you.",
      "text_native": "All right, okay. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178842904822",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello, good afternoon. Am I talking to Sharath Manan Kumar? I mean, yeah, Pooja?",
      "comment": "Agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178842904822",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a hook with a price or availability benefit, instead jumping straight to asking for a requirement."
    },
    {
      "ucid": "21112178842904822",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions to understand the customer's business, volume, or current suppliers."
    },
    {
      "ucid": "21112178842904822",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was conducted."
    },
    {
      "ucid": "21112178842904822",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "...just wanted to check if there is any HR, CR, coils or sheet requirement as of now.",
      "comment": "Agent successfully asked if a current requirement exists, which is the core intent of this step."
    },
    {
      "ucid": "21112178842904822",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "All right, okay. Thank you.",
      "comment": "Call was ended abruptly with no attempt to set a specific next step like a future callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}