{
  "ucid": "21112178843753531",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 17:42:15",
  "end_time": "2026-09-03 17:43:03",
  "duration_sec": 48,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Not_Answered",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAff7c33b28c92bfee1926b08d13bba591.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 972,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843753531__DIAff7c33b28c92bfee1926b08d13bba591.mp3",
  "audio_bytes": 77328,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 25.776,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[3s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[4s] AGENT: I am speaking from JSW One.   (JSW One से बात कर रहा हूं मैं।)\n[6s] CUSTOMER: From where, sir?   (किससे सर?)\n[7s] AGENT: JSW One MSME.\n[9s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[10s] AGENT: Do you have any requirement, sir, in steel?   (कुछ requirement है सर steel में?)\n[12s] CUSTOMER: No, no, not for now.   (नहीं नहीं अभी तो फिलहाल नहीं।)\n[13s] AGENT: Okay sir, if there is anything, let me know.   (ठीक है सर, कुछ रहेगा तो बताइएगा।)\n[15s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "noisy: Background chatter is present throughout the call, especially on the agent's side, but the main conversation is audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": "You must follow the pitch structure; instead of immediately asking for a requirement, start with a warm welcome and then proceed to verify the customer's profile.",
  "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 himself from JSW One and immediately asked if the customer had a requirement for steel. The customer replied they had no current need. The agent then ended the call without attempting any discovery or scheduling a specific follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am speaking from JSW One.\", \"comment\": \"The opener was abrupt and did not include a warm welcome or position the agent as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No basic profile verification questions were asked; the agent immediately asked for a requirement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not mentioned or explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if there is anything, let me know.\", \"comment\": \"When the customer stated no current requirement, the agent did not attempt to schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if there is anything, let me know.\", \"comment\": \"The call did not end with a quote, a specific callback date, or a scheduled walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; instead of immediately asking for a requirement, start with a warm welcome and then proceed to verify the customer's profile.\", \"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 himself from JSW One and immediately asked if the customer had a requirement for steel. The customer replied they had no current need. The agent then ended the call without attempting any discovery or scheduling a specific follow-up.\"}",
  "error": null,
  "latency_ms": 27411,
  "input_tokens": 2817,
  "output_tokens": 665,
  "created_at": "2026-09-25 11:36:43",
  "sentiment": "negative",
  "sentiment_score": -0.385,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 4,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.653,
  "agent_talk_sec": 6.2,
  "customer_talk_sec": 3.3,
  "dead_air_sec": 38.5,
  "longest_monologue_sec": 1.6,
  "agent_wpm": 261.3,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 27,
  "words_customer": 14,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843753531",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.95,
      "end_s": 2.45,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178843753531",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.83,
      "end_s": 3.23,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178843753531",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.38,
      "end_s": 3.84,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178843753531",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.23,
      "end_s": 5.74,
      "text_en": "I am speaking from JSW One.",
      "text_native": "JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178843753531",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.26,
      "end_s": 6.79,
      "text_en": "From where, sir?",
      "text_native": "किससे सर?"
    },
    {
      "ucid": "21112178843753531",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.16,
      "end_s": 8.3,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178843753531",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.85,
      "end_s": 9.28,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178843753531",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.63,
      "end_s": 11.14,
      "text_en": "Do you have any requirement, sir, in steel?",
      "text_native": "कुछ requirement है सर steel में?"
    },
    {
      "ucid": "21112178843753531",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.65,
      "end_s": 12.77,
      "text_en": "No, no, not for now.",
      "text_native": "नहीं नहीं अभी तो फिलहाल नहीं।"
    },
    {
      "ucid": "21112178843753531",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.24,
      "end_s": 14.84,
      "text_en": "Okay sir, if there is anything, let me know.",
      "text_native": "ठीक है सर, कुछ रहेगा तो बताइएगा।"
    },
    {
      "ucid": "21112178843753531",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.24,
      "end_s": 15.54,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178843753531",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am speaking from JSW One.",
      "comment": "The opener was abrupt and did not include a warm welcome or position the agent as a helper."
    },
    {
      "ucid": "21112178843753531",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No basic profile verification questions were asked; the agent immediately asked for a requirement."
    },
    {
      "ucid": "21112178843753531",
      "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."
    },
    {
      "ucid": "21112178843753531",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was not mentioned or explained."
    },
    {
      "ucid": "21112178843753531",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "if there is anything, let me know.",
      "comment": "When the customer stated no current requirement, the agent did not attempt to schedule a specific callback date."
    },
    {
      "ucid": "21112178843753531",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "if there is anything, let me know.",
      "comment": "The call did not end with a quote, a specific callback date, or a scheduled walkthrough."
    }
  ],
  "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": []
}