{
  "ucid": "21112178850182711",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 11:33:47",
  "end_time": "2026-09-04 11:34:38",
  "duration_sec": 51,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9f733ee5283074acf8a395c87eb33653.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 907,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178850182711__DIA9f733ee5283074acf8a395c87eb33653.mp3",
  "audio_bytes": 82728,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 27.576,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Yes? Tanuja Enterprise?   (हाँ? तनुजा एंटरप्राइज?)\n[3s] CUSTOMER: Yes, speak.   (हाँ बोलो।)\n[4s] AGENT: Yes, hello, I was calling from JSW, Abhinav Gautam.   (जी नमस्कार, मैं JSW से बात कर रहा था, अभिनव गौतम।)\n[7s] CUSTOMER: From where?   (कहाँ से?)\n[7s] AGENT: From JSW.   (JSW से।)\n[9s] CUSTOMER: Yes, tell me.   (हाँ बोलिए।)\n[10s] AGENT: Sir, is there any requirement in HR CR?   (सर कोई requirement है HR CR में?)\n[12s] CUSTOMER: No, not right now.   (नहीं, अभी तो नहीं है।)\n[13s] AGENT: Not right now. Okay sir, let me know if there is anything, okay?   (अभी नहीं है। चलो सर, बताना कुछ हो तो, ठीक है?)\n[16s] CUSTOMER: Yes, yes.   (जी जी।)\n[17s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some background conversation is audible on the customer's side, but it does not significantly impact transcription.",
  "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": "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 need to follow the pitch structure by first verifying the customer's profile and then asking discovery questions to understand their business before asking for a requirement.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a contact from Tanuja Enterprise, confirmed the company name, and immediately asked for an HR/CR requirement. The customer stated they had no current need. The agent ended the call without gathering any information or scheduling a specific follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not welcome the customer for their new registration, which is the core intent of this opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name and did not ask about procurement city, role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent skipped discovery entirely and went straight to asking for a requirement.\"}, {\"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\": \"\", \"comment\": \"The agent asked for a requirement but failed to schedule a specific callback date when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a clear next step; no quote, specific callback, or walkthrough was scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to follow the pitch structure by first verifying the customer's profile and then asking discovery questions to understand their business before asking for a requirement.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a contact from Tanuja Enterprise, confirmed the company name, and immediately asked for an HR/CR requirement. The customer stated they had no current need. The agent ended the call without gathering any information or scheduling a specific follow-up.\"}",
  "error": null,
  "latency_ms": 34501,
  "input_tokens": 2873,
  "output_tokens": 664,
  "created_at": "2026-09-25 11:33:52",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.7,
  "agent_talk_sec": 8.4,
  "customer_talk_sec": 3.6,
  "dead_air_sec": 39.0,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 257.1,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 4,
  "words_agent": 36,
  "words_customer": 14,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850182711",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.37,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178850182711",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.77,
      "end_s": 2.91,
      "text_en": "Yes? Tanuja Enterprise?",
      "text_native": "हाँ? तनुजा एंटरप्राइज?"
    },
    {
      "ucid": "21112178850182711",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.21,
      "end_s": 3.67,
      "text_en": "Yes, speak.",
      "text_native": "हाँ बोलो।"
    },
    {
      "ucid": "21112178850182711",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.87,
      "end_s": 6.34,
      "text_en": "Yes, hello, I was calling from JSW, Abhinav Gautam.",
      "text_native": "जी नमस्कार, मैं JSW से बात कर रहा था, अभिनव गौतम।"
    },
    {
      "ucid": "21112178850182711",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.64,
      "end_s": 7.2,
      "text_en": "From where?",
      "text_native": "कहाँ से?"
    },
    {
      "ucid": "21112178850182711",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.46,
      "end_s": 8.14,
      "text_en": "From JSW.",
      "text_native": "JSW से।"
    },
    {
      "ucid": "21112178850182711",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.84,
      "end_s": 9.44,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ बोलिए।"
    },
    {
      "ucid": "21112178850182711",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.64,
      "end_s": 11.34,
      "text_en": "Sir, is there any requirement in HR CR?",
      "text_native": "सर कोई requirement है HR CR में?"
    },
    {
      "ucid": "21112178850182711",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.84,
      "end_s": 13.04,
      "text_en": "No, not right now.",
      "text_native": "नहीं, अभी तो नहीं है।"
    },
    {
      "ucid": "21112178850182711",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.44,
      "end_s": 15.44,
      "text_en": "Not right now. Okay sir, let me know if there is anything, okay?",
      "text_native": "अभी नहीं है। चलो सर, बताना कुछ हो तो, ठीक है?"
    },
    {
      "ucid": "21112178850182711",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.64,
      "end_s": 16.04,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178850182711",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.64,
      "end_s": 17.04,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178850182711",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not welcome the customer for their new registration, which is the core intent of this opener."
    },
    {
      "ucid": "21112178850182711",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only verified the company name and did not ask about procurement city, role, or contact details."
    },
    {
      "ucid": "21112178850182711",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent skipped discovery entirely and went straight to asking for a requirement."
    },
    {
      "ucid": "21112178850182711",
      "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": "21112178850182711",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked for a requirement but failed to schedule a specific callback date when the customer said no."
    },
    {
      "ucid": "21112178850182711",
      "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 clear next step; no quote, specific callback, or walkthrough was scheduled."
    }
  ],
  "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": []
}