{
  "ucid": "21112178849983761",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 11:00:37",
  "end_time": "2026-09-04 11:01:20",
  "duration_sec": 43,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAde8b157ed8f401ffc7d29d09cf9f257c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 924,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178849983761__DIAde8b157ed8f401ffc7d29d09cf9f257c.mp3",
  "audio_bytes": 92232,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 30.744,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Yes, tell me.   (हां, कहिये.)\n[3s] AGENT: Uh sir, I was calling from JSW, JSW Steel.   (अह सर, JSW से बात कर रहा था मैं, JSW Steel.)\n[6s] CUSTOMER: From where?   (कहां से?)\n[7s] AGENT: Uh JSW One MSME. Am I speaking with Rohit sir?   (अह JSW One MSME. रोहित सर से बात हो रही है?)\n[9s] CUSTOMER: Yes.   (हां.)\n[10s] AGENT: Uh sir, is there any requirement for steel etc. right now?   (अह सर, कुछ रिक्वायरमेंट है स्टील वगेरा में अभी?)\n[12s] CUSTOMER: No, no.   (नहीं नहीं.)\n[13s] AGENT: In HR etc.?   (HR वगेरा में?)\n[14s] CUSTOMER: No, no.   (नहीं नहीं.)\n[15s] AGENT: Okay sir. If there is anything, sir, please let me know.   (ठीक है ना सर. कुछ रहता है मालिक तो बताइएगा प्लीज.)\n[18s] CUSTOMER: Okay.   (ठीक है.)\n[18s] AGENT: Yes.   (हां.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": 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 opened the call by immediately asking for a requirement, which caused the customer to shut down. For new registrations, follow the script: start with a warm welcome, verify their profile, and then move to discovery questions to understand their business *before* asking for an immediate order.",
  "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 called a newly registered contact, verified their name, and immediately asked if they had a requirement for steel. The customer stated they had no current requirement and the call ended shortly after, with the agent asking the customer to get in touch if a need arises. No discovery or platform education was conducted.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent immediately asked for a requirement instead of providing a warm welcome or context for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Am I speaking with Rohit sir?\", \"comment\": \"Only verified the customer's name; no other profile questions were asked before the call ended.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted; the agent went straight to a requirement check.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the JSW One platform or its benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for steel etc. right now?\", \"comment\": \"The customer had no requirement, and the agent failed to schedule a specific callback date, ending with a vague 'let me know'.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague 'If there is anything... please let me know' instead of a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You opened the call by immediately asking for a requirement, which caused the customer to shut down. For new registrations, follow the script: start with a warm welcome, verify their profile, and then move to discovery questions to understand their business *before* asking for an immediate order.\", \"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 called a newly registered contact, verified their name, and immediately asked if they had a requirement for steel. The customer stated they had no current requirement and the call ended shortly after, with the agent asking the customer to get in touch if a need arises. No discovery or platform education was conducted.\"}",
  "error": null,
  "latency_ms": 29230,
  "input_tokens": 2931,
  "output_tokens": 728,
  "created_at": "2026-09-25 11:34:39",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.752,
  "agent_talk_sec": 10.0,
  "customer_talk_sec": 3.3,
  "dead_air_sec": 29.7,
  "longest_monologue_sec": 2.3,
  "agent_wpm": 276.0,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 46,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178849983761",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.33,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178849983761",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.14,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178849983761",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.54,
      "end_s": 3.14,
      "text_en": "Yes, tell me.",
      "text_native": "हां, कहिये."
    },
    {
      "ucid": "21112178849983761",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 5.24,
      "text_en": "Uh sir, I was calling from JSW, JSW Steel.",
      "text_native": "अह सर, JSW से बात कर रहा था मैं, JSW Steel."
    },
    {
      "ucid": "21112178849983761",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.64,
      "end_s": 6.14,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178849983761",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 8.94,
      "text_en": "Uh JSW One MSME. Am I speaking with Rohit sir?",
      "text_native": "अह JSW One MSME. रोहित सर से बात हो रही है?"
    },
    {
      "ucid": "21112178849983761",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.64,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178849983761",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 11.94,
      "text_en": "Uh sir, is there any requirement for steel etc. right now?",
      "text_native": "अह सर, कुछ रिक्वायरमेंट है स्टील वगेरा में अभी?"
    },
    {
      "ucid": "21112178849983761",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.8,
      "text_en": "No, no.",
      "text_native": "नहीं नहीं."
    },
    {
      "ucid": "21112178849983761",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 13.74,
      "text_en": "In HR etc.?",
      "text_native": "HR वगेरा में?"
    },
    {
      "ucid": "21112178849983761",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.1,
      "end_s": 14.54,
      "text_en": "No, no.",
      "text_native": "नहीं नहीं."
    },
    {
      "ucid": "21112178849983761",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 17.24,
      "text_en": "Okay sir. If there is anything, sir, please let me know.",
      "text_native": "ठीक है ना सर. कुछ रहता है मालिक तो बताइएगा प्लीज."
    },
    {
      "ucid": "21112178849983761",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 18.04,
      "text_en": "Okay.",
      "text_native": "ठीक है."
    },
    {
      "ucid": "21112178849983761",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 18.84,
      "text_en": "Yes.",
      "text_native": "हां."
    }
  ],
  "steps": [
    {
      "ucid": "21112178849983761",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent immediately asked for a requirement instead of providing a warm welcome or context for the call."
    },
    {
      "ucid": "21112178849983761",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Am I speaking with Rohit sir?",
      "comment": "Only verified the customer's name; no other profile questions were asked before the call ended."
    },
    {
      "ucid": "21112178849983761",
      "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 attempted; the agent went straight to a requirement check."
    },
    {
      "ucid": "21112178849983761",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain the JSW One platform or its benefits."
    },
    {
      "ucid": "21112178849983761",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for steel etc. right now?",
      "comment": "The customer had no requirement, and the agent failed to schedule a specific callback date, ending with a vague 'let me know'."
    },
    {
      "ucid": "21112178849983761",
      "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 with a vague 'If there is anything... please let me know' instead of a concrete next step."
    }
  ],
  "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": []
}