{
  "ucid": "21112178843311771",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 16:28:37",
  "end_time": "2026-09-03 16:30:02",
  "duration_sec": 85,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Call_back_later",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbdcb4fd26ee1d68fb1ac225974232363.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1004,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843311771__DIAbdcb4fd26ee1d68fb1ac225974232363.mp3",
  "audio_bytes": 188568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 62.856,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes, tell me.   (हां बोलो)\n[3s] AGENT: Am I speaking with Omkar Electrical and Engineering Company?   (ओंकार इलेक्ट्रिकल एंड इंजीनियरिंग कंपनी से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes, tell me.   (हां बोलो)\n[5s] AGENT: I was calling from JSW One, sir. Greetings.   (JSW One से बात कर रहा था सर, नमस्कार।)\n[7s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[8s] AGENT: Sir, right now in Omkar Electrical, are you looking for any steel? Uh, any order after a week or two, or right now?   (सर अभी इसमें ओंकार इलेक्ट्रिकल में कुछ अभी स्टील का कुछ देख रहे हैं क्या? अह ऑर्डर कोई एक दो हफ्ते बाद या फिर अभी?)\n[13s] CUSTOMER: Steel?   (स्टील?)\n[14s] AGENT: Yes, mild steel.   (हांजी, माइल्ड स्टील।)\n[15s] CUSTOMER: What I'm saying is, can you call back after some time? I am busy with work right now.   (मैं क्या बोल रहा हूं, तो आप थोड़ी देर बाद कॉल कर सकते हो क्या? मैं अभी काम में हूं।)\n[18s] AGENT: Absolutely, absolutely.   (बिलकुल बिलकुल।)\n[19s] CUSTOMER: Call after some time.   (थोड़ी देर बाद कॉल कीजिए।)\n[20s] AGENT: Okay, okay. Just tell me if there is a requirement, I mean, only then I will call, right?   (ठीक है ठीक है। बस इतना बता दीजिए रिक्वायरमेंट है क्या मतलब तभी फिर कॉल करूं ना मैं।)\n[22s] CUSTOMER: No, right now dad has gone out.   (नहीं, अभी फिलहाल ना पापा बाहर गए हैं।)\n[24s] CUSTOMER: If you call after some time, I have no idea what the scene is.   (आप थोड़ी देर बाद कॉल करेंगे ना, मेरेको आईडिया ही नहीं है क्या सीन है।)\n[26s] AGENT: Okay.   (अच्छा।)\n[26s] CUSTOMER: So when he comes...   (तो आएंगे तो...)\n[27s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[28s] AGENT: Okay okay. A call back won't happen on this, sir.   (ओके ओके। इसपे कॉल बैक तो वैसे होगा नहीं सर।)\n[30s] CUSTOMER: Then you only make the call, that's what I told you.   (तो आप ही कीजिए ना कॉल, मैं वही तो बोला ना आपको।)\n[31s] AGENT: Okay, okay. Okay.   (ठीक है ठीक है। ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the agent's side, but it does not significantly impact the transcription of the main speakers.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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 says the decision-maker is out and asks for a callback, find out when they will be available and schedule a specific time to follow up.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 contacted a new registration and spoke to someone who was not the decision-maker. The customer explained his father handles procurement and was currently out, requesting a callback. The agent failed to secure a specific time for the follow-up and ended the call without a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, right now in Omkar Electrical, are you looking for any steel? Uh, any order after a week or two, or right now?\", \"comment\": \"The opener was an immediate and direct sales push, not a warm welcome to position as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Am I speaking with Omkar Electrical and Engineering Company?\", \"comment\": \"Only verified the company name; did not ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was deflected by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the platform education stage.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked about a requirement but failed to schedule a specific callback date when the customer deferred.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a specific callback time, quote, or walkthrough scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says the decision-maker is out and asks for a callback, find out when they will be available and schedule a specific time to follow up.\", \"segment_detected\": \"manufacturing\", \"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\": [{\"obj_type\": \"check_with_manager\", \"state\": \"mishandled\", \"evidence\": \"No, right now dad has gone out. If you call after some time, I have no idea what the scene is.\", \"response\": \"A call back won't happen on this, sir.\"}], \"call_summary\": \"The agent contacted a new registration and spoke to someone who was not the decision-maker. The customer explained his father handles procurement and was currently out, requesting a callback. The agent failed to secure a specific time for the follow-up and ended the call without a clear next step.\"}",
  "error": null,
  "latency_ms": 36702,
  "input_tokens": 3252,
  "output_tokens": 787,
  "created_at": "2026-09-25 11:38:09",
  "sentiment": "negative",
  "sentiment_score": -0.389,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 5,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.569,
  "agent_talk_sec": 14.8,
  "customer_talk_sec": 11.2,
  "dead_air_sec": 59.0,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 324.3,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 80,
  "words_customer": 69,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843311771",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 0.9,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843311771",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 1.7,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843311771",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.41,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो"
    },
    {
      "ucid": "21112178843311771",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.67,
      "end_s": 4.44,
      "text_en": "Am I speaking with Omkar Electrical and Engineering Company?",
      "text_native": "ओंकार इलेक्ट्रिकल एंड इंजीनियरिंग कंपनी से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178843311771",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 5.14,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो"
    },
    {
      "ucid": "21112178843311771",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.28,
      "end_s": 6.78,
      "text_en": "I was calling from JSW One, sir. Greetings.",
      "text_native": "JSW One से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.63,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 12.5,
      "text_en": "Sir, right now in Omkar Electrical, are you looking for any steel? Uh, any order after a week or two, or right now?",
      "text_native": "सर अभी इसमें ओंकार इलेक्ट्रिकल में कुछ अभी स्टील का कुछ देख रहे हैं क्या? अह ऑर्डर कोई एक दो हफ्ते बाद या फिर अभी?"
    },
    {
      "ucid": "21112178843311771",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.84,
      "end_s": 13.18,
      "text_en": "Steel?",
      "text_native": "स्टील?"
    },
    {
      "ucid": "21112178843311771",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 14.2,
      "text_en": "Yes, mild steel.",
      "text_native": "हांजी, माइल्ड स्टील।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.88,
      "end_s": 18.0,
      "text_en": "What I'm saying is, can you call back after some time? I am busy with work right now.",
      "text_native": "मैं क्या बोल रहा हूं, तो आप थोड़ी देर बाद कॉल कर सकते हो क्या? मैं अभी काम में हूं।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 18.6,
      "text_en": "Absolutely, absolutely.",
      "text_native": "बिलकुल बिलकुल।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.7,
      "end_s": 19.5,
      "text_en": "Call after some time.",
      "text_native": "थोड़ी देर बाद कॉल कीजिए।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 13,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 22.2,
      "text_en": "Okay, okay. Just tell me if there is a requirement, I mean, only then I will call, right?",
      "text_native": "ठीक है ठीक है। बस इतना बता दीजिए रिक्वायरमेंट है क्या मतलब तभी फिर कॉल करूं ना मैं।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.8,
      "text_en": "No, right now dad has gone out.",
      "text_native": "नहीं, अभी फिलहाल ना पापा बाहर गए हैं।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 15,
      "speaker": "customer",
      "start_s": 24.2,
      "end_s": 26.0,
      "text_en": "If you call after some time, I have no idea what the scene is.",
      "text_native": "आप थोड़ी देर बाद कॉल करेंगे ना, मेरेको आईडिया ही नहीं है क्या सीन है।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.1,
      "end_s": 26.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 17,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.0,
      "text_en": "So when he comes...",
      "text_native": "तो आएंगे तो..."
    },
    {
      "ucid": "21112178843311771",
      "idx": 18,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 27.4,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 19,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 29.5,
      "text_en": "Okay okay. A call back won't happen on this, sir.",
      "text_native": "ओके ओके। इसपे कॉल बैक तो वैसे होगा नहीं सर।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 20,
      "speaker": "customer",
      "start_s": 29.6,
      "end_s": 31.2,
      "text_en": "Then you only make the call, that's what I told you.",
      "text_native": "तो आप ही कीजिए ना कॉल, मैं वही तो बोला ना आपको।"
    },
    {
      "ucid": "21112178843311771",
      "idx": 21,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 32.2,
      "text_en": "Okay, okay. Okay.",
      "text_native": "ठीक है ठीक है। ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843311771",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, right now in Omkar Electrical, are you looking for any steel? Uh, any order after a week or two, or right now?",
      "comment": "The opener was an immediate and direct sales push, not a warm welcome to position as a helper."
    },
    {
      "ucid": "21112178843311771",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Am I speaking with Omkar Electrical and Engineering Company?",
      "comment": "Only verified the company name; did not ask about procurement city, decision-making role, or contact details."
    },
    {
      "ucid": "21112178843311771",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was deflected by the customer before any discovery questions could be asked."
    },
    {
      "ucid": "21112178843311771",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the platform education stage."
    },
    {
      "ucid": "21112178843311771",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked about a requirement but failed to schedule a specific callback date when the customer deferred."
    },
    {
      "ucid": "21112178843311771",
      "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 without a specific callback time, quote, or walkthrough scheduled."
    }
  ],
  "objections": [
    {
      "ucid": "21112178843311771",
      "obj_type": "check_with_manager",
      "state": "mishandled",
      "evidence": "No, right now dad has gone out. If you call after some time, I have no idea what the scene is.",
      "response": "A call back won't happen on this, sir."
    }
  ],
  "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": []
}