{
  "ucid": "21112178850463081",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 12:20:30",
  "end_time": "2026-09-04 12:21:25",
  "duration_sec": 55,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe0259c66c8c4255fa609b2cae297212f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 886,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178850463081__DIAe0259c66c8c4255fa609b2cae297212f.mp3",
  "audio_bytes": 77328,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 25.776,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Uh hello, good morning. Uh sorry, good afternoon Mr. Karthik. Uh is it a good time to talk? I'm Jivan from JSW.\n[6s] CUSTOMER: Uh I'll call you back later.\n[8s] AGENT: Sure, I'll send you a message in...\n[9s] CUSTOMER: Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back.\n[13s] AGENT: Perfect, perfect. Thank you so much Karthik.\n[14s] CUSTOMER: Thank you.\n[15s] AGENT: Yeah.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: Some background noise on the customer's side and minor crosstalk, but speech is fully intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": "[\"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 deflects by asking for details on WhatsApp, try to secure a specific time for a follow-up call instead of just agreeing.",
  "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 performed the initial greeting and permission check correctly. The customer immediately deflected, asking for details to be sent via WhatsApp before ending the call. The agent agreed and ended the call without attempting discovery or securing a specific follow-up appointment.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh hello, good morning. Uh sorry, good afternoon Mr. Karthik. Uh is it a good time to talk? I'm Jivan from JSW.\", \"comment\": \"Agent delivered the full opener, used the customer's name, and asked for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer ended the call before the agent had an opportunity to deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before discovery could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage as no discovery was made.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back.\", \"comment\": \"Agent agreed to send details but did not secure a specific callback time or commit to a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer deflects by asking for details on WhatsApp, try to secure a specific time for a follow-up call instead of just agreeing.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": 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\": \"Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back.\", \"response\": \"Perfect, perfect. Thank you so much Karthik.\"}], \"call_summary\": \"The agent performed the initial greeting and permission check correctly. The customer immediately deflected, asking for details to be sent via WhatsApp before ending the call. The agent agreed and ended the call without attempting discovery or securing a specific follow-up appointment.\"}",
  "error": null,
  "latency_ms": 39822,
  "input_tokens": 2685,
  "output_tokens": 767,
  "created_at": "2026-09-25 11:32:56",
  "sentiment": "positive",
  "sentiment_score": 0.375,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 2,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.585,
  "agent_talk_sec": 7.9,
  "customer_talk_sec": 5.6,
  "dead_air_sec": 41.5,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 281.0,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 37,
  "words_customer": 25,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850463081",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.84,
      "end_s": 5.84,
      "text_en": "Uh hello, good morning. Uh sorry, good afternoon Mr. Karthik. Uh is it a good time to talk? I'm Jivan from JSW.",
      "text_native": "Uh hello, good morning. Uh sorry, good afternoon Mr. Karthik. Uh is it a good time to talk? I'm Jivan from JSW."
    },
    {
      "ucid": "21112178850463081",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.4,
      "end_s": 7.84,
      "text_en": "Uh I'll call you back later.",
      "text_native": "Uh I'll call you back later."
    },
    {
      "ucid": "21112178850463081",
      "idx": 2,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 9.0,
      "text_en": "Sure, I'll send you a message in...",
      "text_native": "Sure, I'll send you a message in..."
    },
    {
      "ucid": "21112178850463081",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 12.54,
      "text_en": "Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back.",
      "text_native": "Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back."
    },
    {
      "ucid": "21112178850463081",
      "idx": 4,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 14.34,
      "text_en": "Perfect, perfect. Thank you so much Karthik.",
      "text_native": "Perfect, perfect. Thank you so much Karthik."
    },
    {
      "ucid": "21112178850463081",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 14.9,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178850463081",
      "idx": 6,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 15.44,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    }
  ],
  "steps": [
    {
      "ucid": "21112178850463081",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh hello, good morning. Uh sorry, good afternoon Mr. Karthik. Uh is it a good time to talk? I'm Jivan from JSW.",
      "comment": "Agent delivered the full opener, used the customer's name, and asked for permission to speak."
    },
    {
      "ucid": "21112178850463081",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer ended the call before the agent had an opportunity to deliver the hook."
    },
    {
      "ucid": "21112178850463081",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before discovery could begin."
    },
    {
      "ucid": "21112178850463081",
      "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 as no discovery was made."
    },
    {
      "ucid": "21112178850463081",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178850463081",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back.",
      "comment": "Agent agreed to send details but did not secure a specific callback time or commit to a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178850463081",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Yeah, you can send me uh details in WhatsApp. I'll look into it and call you back.",
      "response": "Perfect, perfect. Thank you so much Karthik."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}