{
  "ucid": "21112178843903841",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 18:07:18",
  "end_time": "2026-09-03 18:08:23",
  "duration_sec": 65,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3e02595f81633bd1d63b5302d86956a8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 950,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843903841__DIA3e02595f81633bd1d63b5302d86956a8.mp3",
  "audio_bytes": 87696,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 29.232,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes, who is it?   (हाँ जी कौन?)\n[3s] AGENT: Uh yes sir, good evening. This is Kartik speaking from JSW One.   (अह हाँ जी सर, good evening. कार्तिक के बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Yes.   (हाँ जी।)\n[7s] AGENT: Uh sir, is this Chandan Traders? Is there any requirement for steel right now?   (अह सर ये अपना चंदन ट्रेडर्स है? अभी कुछ requirement रहेगा steel का?)\n[11s] CUSTOMER: No, there is no requirement right now.   (नहीं, अभी तो नहीं है जी कोई requirement.)\n[13s] AGENT: Okay, nothing for now? No sheet metal?   (अच्छा, अभी फिलहाल नहीं है कुछ sheet metal?)\n[15s] CUSTOMER: No, I don't need anything right now.   (नहीं, अभी तो नहीं चाहिए कुछ।)\n[17s] AGENT: Okay. Okay. Alright then sir, if anything comes up, let me know.   (अच्छा। ओके। चलो ठीक है सर, कुछ आता है तो बताना।)\n[20s] CUSTOMER: Okay.   (ठीक है।)\n[21s] AGENT: Alright.   (चलो।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You skipped asking for permission and delivering the hook, which resulted in an immediate shutdown. Always secure a moment to talk and then provide a reason for your call before asking for a requirement.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead identified as 'Chandan Traders'. The agent immediately asked for a requirement, which the customer denied. After a brief confirmation that nothing was needed, the agent ended the call with a passive closing.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead launching directly into the purpose of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook; they immediately asked for a requirement instead of leading with a price or availability benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer stated no requirement, and the call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call was cut short by the customer's lack of requirement.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for steel right now?\", \"comment\": \"The agent successfully asked if a current requirement existed, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if anything comes up, let me know.\", \"comment\": \"The agent used a passive closing instead of committing to a specific next action like a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped asking for permission and delivering the hook, which resulted in an immediate shutdown. Always secure a moment to talk and then provide a reason for your call before asking for a requirement.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": 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 lead identified as 'Chandan Traders'. The agent immediately asked for a requirement, which the customer denied. After a brief confirmation that nothing was needed, the agent ended the call with a passive closing.\"}",
  "error": null,
  "latency_ms": 27278,
  "input_tokens": 2846,
  "output_tokens": 682,
  "created_at": "2026-09-25 11:35:42",
  "sentiment": "negative",
  "sentiment_score": -0.437,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 12,
  "lex_hits": 7,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.675,
  "agent_talk_sec": 11.0,
  "customer_talk_sec": 5.3,
  "dead_air_sec": 48.7,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 256.4,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 4,
  "words_agent": 47,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843903841",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.32,
      "end_s": 0.72,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178843903841",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.02,
      "end_s": 1.36,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178843903841",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.92,
      "end_s": 2.52,
      "text_en": "Yes, who is it?",
      "text_native": "हाँ जी कौन?"
    },
    {
      "ucid": "21112178843903841",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.92,
      "end_s": 5.61,
      "text_en": "Uh yes sir, good evening. This is Kartik speaking from JSW One.",
      "text_native": "अह हाँ जी सर, good evening. कार्तिक के बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178843903841",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.96,
      "end_s": 6.31,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178843903841",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.76,
      "end_s": 10.19,
      "text_en": "Uh sir, is this Chandan Traders? Is there any requirement for steel right now?",
      "text_native": "अह सर ये अपना चंदन ट्रेडर्स है? अभी कुछ requirement रहेगा steel का?"
    },
    {
      "ucid": "21112178843903841",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.71,
      "end_s": 12.91,
      "text_en": "No, there is no requirement right now.",
      "text_native": "नहीं, अभी तो नहीं है जी कोई requirement."
    },
    {
      "ucid": "21112178843903841",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.21,
      "end_s": 14.99,
      "text_en": "Okay, nothing for now? No sheet metal?",
      "text_native": "अच्छा, अभी फिलहाल नहीं है कुछ sheet metal?"
    },
    {
      "ucid": "21112178843903841",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.29,
      "end_s": 16.59,
      "text_en": "No, I don't need anything right now.",
      "text_native": "नहीं, अभी तो नहीं चाहिए कुछ।"
    },
    {
      "ucid": "21112178843903841",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.71,
      "end_s": 19.21,
      "text_en": "Okay. Okay. Alright then sir, if anything comes up, let me know.",
      "text_native": "अच्छा। ओके। चलो ठीक है सर, कुछ आता है तो बताना।"
    },
    {
      "ucid": "21112178843903841",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.61,
      "end_s": 20.01,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178843903841",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.81,
      "end_s": 21.11,
      "text_en": "Alright.",
      "text_native": "चलो।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843903841",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, instead launching directly into the purpose of the call."
    },
    {
      "ucid": "21112178843903841",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a hook; they immediately asked for a requirement instead of leading with a price or availability benefit."
    },
    {
      "ucid": "21112178843903841",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer stated no requirement, and the call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178843903841",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as the call was cut short by the customer's lack of requirement."
    },
    {
      "ucid": "21112178843903841",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement for steel right now?",
      "comment": "The agent successfully asked if a current requirement existed, which is the core intent of this step."
    },
    {
      "ucid": "21112178843903841",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "if anything comes up, let me know.",
      "comment": "The agent used a passive closing instead of committing to a specific next action like a scheduled callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}