{
  "ucid": "21112178842941541",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:26:55",
  "end_time": "2026-09-03 15:28:11",
  "duration_sec": 76,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0ea6397a640ed519f6d9afe27c5375d7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1039,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178842941541__DIA0ea6397a640ed519f6d9afe27c5375d7.mp3",
  "audio_bytes": 151632,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 50.544,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[7s] CUSTOMER: Hello?   (હેલો?)\n[8s] AGENT: Hello?\n[8s] CUSTOMER: Hello?   (હેલો?)\n[9s] AGENT: Hello sir, uh good afternoon.\n[10s] CUSTOMER: Good afternoon.\n[11s] AGENT: Sir, is this SR Steels?\n[13s] CUSTOMER: Yes, who?   (હા, કોણ?)\n[14s] AGENT: Uh sir, Varun this side from JSW One.\n[16s] CUSTOMER: Hello?   (હેલો?)\n[18s] AGENT: My name is Varun, I'm calling from JSW, sir.\n[20s] CUSTOMER: Sir, speak.   (સર, બોલીએ.)\n[22s] AGENT: We have got the name of SR Steels. I'm I can see a few services from us for the starting of this month. Do you have any inquiries in steel?\n[28s] CUSTOMER: Okay, now which grade?   (અચ્છા, હવે grade કયો?)\n[31s] AGENT: Is there any inquiry?\n[33s] CUSTOMER: Which grade will you give?   (Grade કયો આપશો?)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the agent's side, making some parts of their speech slightly difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer asks a direct question like 'Which grade?', use that as an opportunity to start discovery to understand their needs, rather than repeating your initial generic question.",
  "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 and JSW, then immediately asked for inquiries without providing a hook. The customer asked about the available grade, but the agent deflected and repeated the inquiry question. The call ended shortly after with no information gathered and no next steps established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified themself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking generically \\\"Do you have any inquiries in steel?\\\"\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions, even when the customer prompted by asking about the grade.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked for an inquiry but did not capture any specific requirements like grade, thickness, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks a direct question like 'Which grade?', use that as an opportunity to start discovery to understand their needs, rather than repeating your initial generic question.\", \"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 and JSW, then immediately asked for inquiries without providing a hook. The customer asked about the available grade, but the agent deflected and repeated the inquiry question. The call ended shortly after with no information gathered and no next steps established.\"}",
  "error": null,
  "latency_ms": 27675,
  "input_tokens": 2837,
  "output_tokens": 656,
  "created_at": "2026-09-25 11:39:17",
  "sentiment": "positive",
  "sentiment_score": 0.24,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.73,
  "agent_talk_sec": 13.8,
  "customer_talk_sec": 5.1,
  "dead_air_sec": 57.1,
  "longest_monologue_sec": 6.0,
  "agent_wpm": 269.6,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 62,
  "words_customer": 18,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178842941541",
      "idx": 0,
      "speaker": "customer",
      "start_s": 6.53,
      "end_s": 6.9,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.53,
      "end_s": 7.88,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.31,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.58,
      "end_s": 9.88,
      "text_en": "Hello sir, uh good afternoon.",
      "text_native": "Hello sir, uh good afternoon."
    },
    {
      "ucid": "21112178842941541",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.6,
      "text_en": "Good afternoon.",
      "text_native": "Good afternoon."
    },
    {
      "ucid": "21112178842941541",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.1,
      "end_s": 12.48,
      "text_en": "Sir, is this SR Steels?",
      "text_native": "Sir, is this SR Steels?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 13.5,
      "text_en": "Yes, who?",
      "text_native": "હા, કોણ?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 15.8,
      "text_en": "Uh sir, Varun this side from JSW One.",
      "text_native": "Uh sir, Varun this side from JSW One."
    },
    {
      "ucid": "21112178842941541",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 16.9,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.5,
      "end_s": 19.5,
      "text_en": "My name is Varun, I'm calling from JSW, sir.",
      "text_native": "My name is Varun, I'm calling from JSW, sir."
    },
    {
      "ucid": "21112178842941541",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.5,
      "text_en": "Sir, speak.",
      "text_native": "સર, બોલીએ."
    },
    {
      "ucid": "21112178842941541",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 27.5,
      "text_en": "We have got the name of SR Steels. I'm I can see a few services from us for the starting of this month. Do you have any inquiries in steel?",
      "text_native": "We have got the name of SR Steels. I'm I can see a few services from us for the starting of this month. Do you have any inquiries in steel?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 29.8,
      "text_en": "Okay, now which grade?",
      "text_native": "અચ્છા, હવે grade કયો?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 31.8,
      "text_en": "Is there any inquiry?",
      "text_native": "Is there any inquiry?"
    },
    {
      "ucid": "21112178842941541",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.8,
      "end_s": 33.8,
      "text_en": "Which grade will you give?",
      "text_native": "Grade કયો આપશો?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178842941541",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified themself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178842941541",
      "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 supply or price hook, instead asking generically \"Do you have any inquiries in steel?\""
    },
    {
      "ucid": "21112178842941541",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any discovery questions, even when the customer prompted by asking about the grade."
    },
    {
      "ucid": "21112178842941541",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs were pitched."
    },
    {
      "ucid": "21112178842941541",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked for an inquiry but did not capture any specific requirements like grade, thickness, or quantity."
    },
    {
      "ucid": "21112178842941541",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step committed."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}