{
  "ucid": "21112178843930081",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 18:11:40",
  "end_time": "2026-09-03 18:12:24",
  "duration_sec": 44,
  "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/DIAf594485cefe1324a64d21d9062a3185b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 947,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843930081__DIAf594485cefe1324a64d21d9062a3185b.mp3",
  "audio_bytes": 94392,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 31.464,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hi, if you record your name and reason for calling I'll see if this person is available.\n[6s] UNKNOWN: Hi.\n[8s] UNKNOWN: Thanks. Please stay on the line.\n[12s] AGENT: Hello?\n[13s] CUSTOMER: Hello?\n[14s] CUSTOMER: Sir, whatever it is, talk on WhatsApp, sir. I don't talk much on calls. Whatever it is, do it on WhatsApp.   (सर जो भी है WhatsApp में बात करो सर। मैं ज्यादा call पे बात नहीं करता हूं। जो भी है WhatsApp में कर दो।)\n[19s] CUSTOMER: I'll write it down, I'll WhatsApp, you put the price, I'll look at it later, okay?   (मैं लिख देता हूं, WhatsApp करता हूं, price डाल दो, बाद में बात देखता हूं, ठीक है?)\n[22s] AGENT: Okay brother, okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: The recording starts with an English IVR system before the human conversation begins. The customer speaks very quickly and seems rushed.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer immediately asks to switch to WhatsApp, acknowledge their preference but try to ask one key discovery question (e.g., 'What do you manufacture?') to make the follow-up relevant.",
  "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 customer immediately shut down the phone call, stating a strong preference for communicating via WhatsApp. They asked the agent to send prices on WhatsApp for them to review later. The agent agreed and ended the call without attempting any discovery or qualification.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get to introduce themselves or ask for permission before the customer took control of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was shut down by the customer before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately requested to switch to WhatsApp.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No qualification was attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay brother, okay.\", \"comment\": \"The agent passively agreed to the customer's vague request rather than establishing a specific, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks to switch to WhatsApp, acknowledge their preference but try to ask one key discovery question (e.g., 'What do you manufacture?') to make the follow-up relevant.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I'll write it down, I'll WhatsApp, you put the price, I'll look at it later, okay?\", \"response\": \"Okay brother, okay.\"}], \"call_summary\": \"The customer immediately shut down the phone call, stating a strong preference for communicating via WhatsApp. They asked the agent to send prices on WhatsApp for them to review later. The agent agreed and ended the call without attempting any discovery or qualification.\"}",
  "error": null,
  "latency_ms": 34174,
  "input_tokens": 2752,
  "output_tokens": 731,
  "created_at": "2026-09-25 11:35:43",
  "sentiment": "positive",
  "sentiment_score": 0.257,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 3,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.144,
  "agent_talk_sec": 1.5,
  "customer_talk_sec": 8.9,
  "dead_air_sec": 33.6,
  "longest_monologue_sec": 1.1,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 2,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 4,
  "words_customer": 38,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843930081",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.47,
      "end_s": 4.43,
      "text_en": "Hi, if you record your name and reason for calling I'll see if this person is available.",
      "text_native": "Hi, if you record your name and reason for calling I'll see if this person is available."
    },
    {
      "ucid": "21112178843930081",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 5.5,
      "end_s": 6.01,
      "text_en": "Hi.",
      "text_native": "Hi."
    },
    {
      "ucid": "21112178843930081",
      "idx": 2,
      "speaker": "unknown",
      "start_s": 7.56,
      "end_s": 9.16,
      "text_en": "Thanks. Please stay on the line.",
      "text_native": "Thanks. Please stay on the line."
    },
    {
      "ucid": "21112178843930081",
      "idx": 3,
      "speaker": "agent",
      "start_s": 12.05,
      "end_s": 12.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178843930081",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.84,
      "end_s": 13.29,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178843930081",
      "idx": 5,
      "speaker": "customer",
      "start_s": 13.58,
      "end_s": 18.58,
      "text_en": "Sir, whatever it is, talk on WhatsApp, sir. I don't talk much on calls. Whatever it is, do it on WhatsApp.",
      "text_native": "सर जो भी है WhatsApp में बात करो सर। मैं ज्यादा call पे बात नहीं करता हूं। जो भी है WhatsApp में कर दो।"
    },
    {
      "ucid": "21112178843930081",
      "idx": 6,
      "speaker": "customer",
      "start_s": 18.58,
      "end_s": 22.0,
      "text_en": "I'll write it down, I'll WhatsApp, you put the price, I'll look at it later, okay?",
      "text_native": "मैं लिख देता हूं, WhatsApp करता हूं, price डाल दो, बाद में बात देखता हूं, ठीक है?"
    },
    {
      "ucid": "21112178843930081",
      "idx": 7,
      "speaker": "agent",
      "start_s": 22.23,
      "end_s": 23.28,
      "text_en": "Okay brother, okay.",
      "text_native": "Okay brother, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178843930081",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get to introduce themselves or ask for permission before the customer took control of the call."
    },
    {
      "ucid": "21112178843930081",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was shut down by the customer before the agent could deliver the hook."
    },
    {
      "ucid": "21112178843930081",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer immediately requested to switch to WhatsApp."
    },
    {
      "ucid": "21112178843930081",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178843930081",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No qualification was attempted."
    },
    {
      "ucid": "21112178843930081",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay brother, okay.",
      "comment": "The agent passively agreed to the customer's vague request rather than establishing a specific, committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178843930081",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I'll write it down, I'll WhatsApp, you put the price, I'll look at it later, okay?",
      "response": "Okay brother, okay."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}