{
  "ucid": "21112178843005241",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:37:32",
  "end_time": "2026-09-03 15:38:42",
  "duration_sec": 70,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa62edaa0f8935a037aa40a47274b3f87.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1032,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843005241__DIAa62edaa0f8935a037aa40a47274b3f87.mp3",
  "audio_bytes": 107352,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 35.784,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[4s] CUSTOMER: Hello   (हेलो)\n[5s] AGENT: Hello   (हेलो)\n[6s] CUSTOMER: Hello   (हेलो)\n[7s] AGENT: Hello, can you hear my voice?   (हेलो, आवाज आ रही है मेरी?)\n[8s] CUSTOMER: Yes, tell me.   (जी बताइए।)\n[9s] AGENT: Yes yes, I was calling from [inaudible] from JSW One.   (जी जी, [inaudible] से बात कर रहा था JSW One से।)\n[12s] CUSTOMER: From where?   (कहां से?)\n[13s] AGENT: [inaudible] JSW One.\n[15s] CUSTOMER: Your voice is breaking up.   (आपकी आवाज ब्रेक हो रही है।)\n[17s] AGENT: It's breaking up? I will call you back.   (ब्रेक हो रही है? मैं आपको कॉल बैक करता हूं।)\n[19s] CUSTOMER: Okay.   (ओके।)\n[20s] AGENT: Thank you sir.   (थैंक यू सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: The agent's line is very distorted and muffled, making parts of their speech difficult to transcribe.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (17% 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": "Your decision to immediately offer a callback when the customer reported a bad line was the correct and professional way to handle the situation.",
  "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 attempted to start the call but the customer reported that the agent's voice was breaking up. The agent acknowledged the poor connection and offered to call back, which the customer agreed to. No business information was exchanged.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was aborted due to a bad connection before a proper welcome could be delivered.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No profile verification questions were asked as the call ended due to poor line quality.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call did not progress to this stage.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not explained as the call was terminated early.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No opportunity was identified as the conversation did not reach this point.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I will call you back.\", \"comment\": \"The agent offered to call back but did not schedule a specific time, which is required for a pass.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your decision to immediately offer a callback when the customer reported a bad line was the correct and professional way to handle the situation.\", \"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 attempted to start the call but the customer reported that the agent's voice was breaking up. The agent acknowledged the poor connection and offered to call back, which the customer agreed to. No business information was exchanged.\"}",
  "error": null,
  "latency_ms": 30719,
  "input_tokens": 2860,
  "output_tokens": 645,
  "created_at": "2026-09-25 11:39:09",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.606,
  "agent_talk_sec": 7.7,
  "customer_talk_sec": 5.0,
  "dead_air_sec": 57.3,
  "longest_monologue_sec": 2.3,
  "agent_wpm": 241.6,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 31,
  "words_customer": 13,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843005241",
      "idx": 0,
      "speaker": "customer",
      "start_s": 3.51,
      "end_s": 4.2,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843005241",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.81,
      "end_s": 5.23,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843005241",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 6.11,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843005241",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.53,
      "end_s": 7.84,
      "text_en": "Hello, can you hear my voice?",
      "text_native": "हेलो, आवाज आ रही है मेरी?"
    },
    {
      "ucid": "21112178843005241",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.93,
      "text_en": "Yes, tell me.",
      "text_native": "जी बताइए।"
    },
    {
      "ucid": "21112178843005241",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.24,
      "end_s": 11.5,
      "text_en": "Yes yes, I was calling from [inaudible] from JSW One.",
      "text_native": "जी जी, [inaudible] से बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178843005241",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.83,
      "end_s": 12.5,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178843005241",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 14.01,
      "text_en": "[inaudible] JSW One.",
      "text_native": "[inaudible] JSW One."
    },
    {
      "ucid": "21112178843005241",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.54,
      "end_s": 16.54,
      "text_en": "Your voice is breaking up.",
      "text_native": "आपकी आवाज ब्रेक हो रही है।"
    },
    {
      "ucid": "21112178843005241",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 19.0,
      "text_en": "It's breaking up? I will call you back.",
      "text_native": "ब्रेक हो रही है? मैं आपको कॉल बैक करता हूं।"
    },
    {
      "ucid": "21112178843005241",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.3,
      "end_s": 19.8,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178843005241",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 20.8,
      "text_en": "Thank you sir.",
      "text_native": "थैंक यू सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843005241",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was aborted due to a bad connection before a proper welcome could be delivered."
    },
    {
      "ucid": "21112178843005241",
      "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 asked as the call ended due to poor line quality."
    },
    {
      "ucid": "21112178843005241",
      "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 asked; the call did not progress to this stage."
    },
    {
      "ucid": "21112178843005241",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was not explained as the call was terminated early."
    },
    {
      "ucid": "21112178843005241",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No opportunity was identified as the conversation did not reach this point."
    },
    {
      "ucid": "21112178843005241",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: I will call you back.",
      "comment": "The agent offered to call back but did not schedule a specific time, which is required for a pass."
    }
  ],
  "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": []
}