{
  "ucid": "21112178843963981",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 18:17:19",
  "end_time": "2026-09-03 18:18:14",
  "duration_sec": 55,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe0e11eb8feb0fd98b3c3f601f9765613.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 944,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843963981__DIAe0e11eb8feb0fd98b3c3f601f9765613.mp3",
  "audio_bytes": 107352,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 35.784,
  "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: Hello   (हेलो)\n[3s] AGENT: Yeah, hello, this is Abdul speaking from JSW, sir.   (या, नमस्कार, अब्दुल बात कर रहा हूं सर JSW से।)\n[5s] CUSTOMER: Yes, tell me.   (जी बोलिए।)\n[6s] AGENT: Do you have any requirement in steel, in MS, in HR, CR?   (कुछ रिक्वायरमेंट है क्या स्टील में आपको MS में HR CR में?)\n[9s] CUSTOMER: No sir, actually what happened is, I had a friend who was actually working at JSW. He had logged in with my number. That has remained in this for that reason. Please update and delete this from there.   (नहीं सर, एक्चुअली क्या हो गया, ये मेरा एक दोस्त था जो JSW में काम कर रहा था एक्चुअली। वो इसमें लॉग इन किया था मेरा नंबर से। वही रह गया इसमें इसके लिए। ये थोड़ा आप उसमें से अपडेट करके इसको डिलीट कर दीजिए।)\n[18s] AGENT: What was your friend's name?   (क्या नाम था दोस्त का आपका?)\n[20s] CUSTOMER: There was one named Sagar, sir.   (वो सागर बोलके एक था सर।)\n[21s] AGENT: Understood, okay.   (समझ गया, ठीक है।)\n[22s] CUSTOMER: Yes.   (जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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": 2.0,
  "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\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When opening a call with a new registration, start with a warmer welcome to build rapport before immediately asking for a requirement.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registration, but the customer immediately stated that his friend, a former JSW employee, had registered his number. The customer requested his number be deleted from the system. The agent acknowledged the situation and the call concluded.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened with a direct requirement question instead of a warm welcome or positioning as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was cut short by the customer's objection before any profile verification could be attempted.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Discovery was not possible as the customer immediately identified themselves as a non-lead.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the platform education stage.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in steel, in MS, in HR, CR?\", \"comment\": \"The agent correctly asked for a requirement, but the customer revealed they were not a valid lead, making a callback schedule irrelevant.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, callback, or walkthrough, as the customer was not a valid lead.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When opening a call with a new registration, start with a warmer welcome to build rapport before immediately asking for a requirement.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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 contacted a new registration, but the customer immediately stated that his friend, a former JSW employee, had registered his number. The customer requested his number be deleted from the system. The agent acknowledged the situation and the call concluded.\"}",
  "error": null,
  "latency_ms": 37220,
  "input_tokens": 2937,
  "output_tokens": 672,
  "created_at": "2026-09-25 11:35:39",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.355,
  "agent_talk_sec": 6.6,
  "customer_talk_sec": 12.0,
  "dead_air_sec": 36.4,
  "longest_monologue_sec": 2.3,
  "agent_wpm": 263.6,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 29,
  "words_customer": 50,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843963981",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.84,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843963981",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.36,
      "end_s": 1.74,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843963981",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.96,
      "end_s": 2.34,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843963981",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.56,
      "end_s": 4.6,
      "text_en": "Yeah, hello, this is Abdul speaking from JSW, sir.",
      "text_native": "या, नमस्कार, अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178843963981",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.16,
      "end_s": 5.7,
      "text_en": "Yes, tell me.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178843963981",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.96,
      "end_s": 8.3,
      "text_en": "Do you have any requirement in steel, in MS, in HR, CR?",
      "text_native": "कुछ रिक्वायरमेंट है क्या स्टील में आपको MS में HR CR में?"
    },
    {
      "ucid": "21112178843963981",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 17.84,
      "text_en": "No sir, actually what happened is, I had a friend who was actually working at JSW. He had logged in with my number. That has remained in this for that reason. Please update and delete this from there.",
      "text_native": "नहीं सर, एक्चुअली क्या हो गया, ये मेरा एक दोस्त था जो JSW में काम कर रहा था एक्चुअली। वो इसमें लॉग इन किया था मेरा नंबर से। वही रह गया इसमें इसके लिए। ये थोड़ा आप उसमें से अपडेट करके इसको डिलीट कर दीजिए।"
    },
    {
      "ucid": "21112178843963981",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.16,
      "end_s": 19.24,
      "text_en": "What was your friend's name?",
      "text_native": "क्या नाम था दोस्त का आपका?"
    },
    {
      "ucid": "21112178843963981",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.56,
      "end_s": 20.84,
      "text_en": "There was one named Sagar, sir.",
      "text_native": "वो सागर बोलके एक था सर।"
    },
    {
      "ucid": "21112178843963981",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.16,
      "end_s": 21.94,
      "text_en": "Understood, okay.",
      "text_native": "समझ गया, ठीक है।"
    },
    {
      "ucid": "21112178843963981",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.46,
      "end_s": 22.74,
      "text_en": "Yes.",
      "text_native": "जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843963981",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent opened with a direct requirement question instead of a warm welcome or positioning as a helper."
    },
    {
      "ucid": "21112178843963981",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was cut short by the customer's objection before any profile verification could be attempted."
    },
    {
      "ucid": "21112178843963981",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Discovery was not possible as the customer immediately identified themselves as a non-lead."
    },
    {
      "ucid": "21112178843963981",
      "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": "21112178843963981",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in steel, in MS, in HR, CR?",
      "comment": "The agent correctly asked for a requirement, but the customer revealed they were not a valid lead, making a callback schedule irrelevant."
    },
    {
      "ucid": "21112178843963981",
      "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 quote, callback, or walkthrough, as the customer was not a valid lead."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}