{
  "ucid": "21112178843452941",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 16:52:09",
  "end_time": "2026-09-03 16:53:19",
  "duration_sec": 70,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3413cd6cfce37ee6876f772437301b35.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 992,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843452941__DIA3413cd6cfce37ee6876f772437301b35.mp3",
  "audio_bytes": 170208,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 56.736,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Yes, am I speaking with Mohanlal and Co? Hitesh?   (हाँ, मोहनलाल एंड को से बात कर रहे हैं क्या? हितेश?)\n[5s] CUSTOMER: Yes.\n[6s] AGENT: Hi Hitesh, Rohit here from JSW One platform.\n[8s] CUSTOMER: From?\n[9s] AGENT: From JSW One platform.\n[11s] CUSTOMER: Uh, what's your good name?\n[12s] AGENT: Sir, any any requirements you have? In MS?\n[14s] CUSTOMER: Uh, I'll have to check. I'm right now travelling.\n[18s] AGENT: Okay, no problem. No problem. Yeah.\n[20s] CUSTOMER: Yeah, yeah. What's your name?\n[21s] AGENT: Rohit Mishra.\n[22s] CUSTOMER: Huh?\n[23s] AGENT: Rohit Mishra.\n[24s] CUSTOMER: Okay, Mr. Rohit Mishra. I will see and get back. Thank you.\n[28s] AGENT: Okay. Okay. Yeah.",
  "language": "English",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise from a call center on the agent's side, which occasionally makes their speech slightly muffled.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": "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 they are busy, acknowledge it and then immediately propose a specific time to call them back; don't let the call end without a firm next step.",
  "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 new registration, Hitesh from Mohanlal and Co. The customer immediately stated he was travelling and could not discuss requirements. The agent accepted this and ended the call without discovering any information or scheduling a specific follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent jumped directly to asking for requirements, which is pushy and not a warm opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name and company, hitting 1 of 4 required questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only asked for immediate requirements.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was mentioned by name only, with no explanation of its benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer had no current requirement, and the agent failed to schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague 'get back to you' from the customer and no firm next step was set by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, acknowledge it and then immediately propose a specific time to call them back; don't let the call end without a firm next step.\", \"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 new registration, Hitesh from Mohanlal and Co. The customer immediately stated he was travelling and could not discuss requirements. The agent accepted this and ended the call without discovering any information or scheduling a specific follow-up.\"}",
  "error": null,
  "latency_ms": 33467,
  "input_tokens": 2908,
  "output_tokens": 670,
  "created_at": "2026-09-25 11:37:39",
  "sentiment": "positive",
  "sentiment_score": 0.496,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.519,
  "agent_talk_sec": 12.4,
  "customer_talk_sec": 11.5,
  "dead_air_sec": 46.1,
  "longest_monologue_sec": 1.9,
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  "discovery_qs": 4,
  "words_agent": 43,
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      "text_en": "Hello.",
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      "text_en": "Hello.",
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      "start_s": 3.24,
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      "text_en": "Yes, am I speaking with Mohanlal and Co? Hitesh?",
      "text_native": "हाँ, मोहनलाल एंड को से बात कर रहे हैं क्या? हितेश?"
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      "text_en": "Yes.",
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      "text_en": "Hi Hitesh, Rohit here from JSW One platform.",
      "text_native": "Hi Hitesh, Rohit here from JSW One platform."
    },
    {
      "ucid": "21112178843452941",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.3,
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      "text_en": "From?",
      "text_native": "From?"
    },
    {
      "ucid": "21112178843452941",
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      "text_en": "From JSW One platform.",
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      "text_en": "Uh, what's your good name?",
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      "text_en": "Sir, any any requirements you have? In MS?",
      "text_native": "Sir, any any requirements you have? In MS?"
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      "text_en": "Uh, I'll have to check. I'm right now travelling.",
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      "text_en": "Okay, no problem. No problem. Yeah.",
      "text_native": "Okay, no problem. No problem. Yeah."
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    {
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      "idx": 12,
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      "text_en": "Yeah, yeah. What's your name?",
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      "text_en": "Rohit Mishra.",
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      "text_en": "Huh?",
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      "text_en": "Rohit Mishra.",
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      "idx": 16,
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      "text_en": "Okay, Mr. Rohit Mishra. I will see and get back. Thank you.",
      "text_native": "Okay, Mr. Rohit Mishra. I will see and get back. Thank you."
    },
    {
      "ucid": "21112178843452941",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.0,
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      "text_en": "Okay. Okay. Yeah.",
      "text_native": "Okay. Okay. Yeah."
    }
  ],
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    {
      "ucid": "21112178843452941",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent jumped directly to asking for requirements, which is pushy and not a warm opener."
    },
    {
      "ucid": "21112178843452941",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
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      "evidence": "",
      "comment": "The agent only verified the customer's name and company, hitting 1 of 4 required questions."
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    {
      "ucid": "21112178843452941",
      "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 agent only asked for immediate requirements."
    },
    {
      "ucid": "21112178843452941",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was mentioned by name only, with no explanation of its benefits."
    },
    {
      "ucid": "21112178843452941",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer had no current requirement, and the agent failed to schedule a specific callback date."
    },
    {
      "ucid": "21112178843452941",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
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      "result": "fail",
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      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a vague 'get back to you' from the customer and no firm next step was set by the agent."
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  ],
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  "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": []
}