{
  "ucid": "21112178851615441",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:32:34",
  "end_time": "2026-09-04 15:33:15",
  "duration_sec": 41,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2dad8a37b96f98821c900297bd344db3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 827,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851615441__DIA2dad8a37b96f98821c900297bd344db3.mp3",
  "audio_bytes": 84888,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 28.296,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] UNKNOWN: You will have to say it, right?   (ਤੁਹਾਨੂੰ ਕਹਿਣਾ ਪਊਗਾ ਨਾ।)\n[4s] CUSTOMER: Hello.\n[5s] AGENT: Hello.\n[5s] CUSTOMER: Yes.   (हाँजी।)\n[6s] AGENT: Is this Amrish ji speaking?   (अमरीश जी बात कर रहे हैं?)\n[7s] CUSTOMER: Yes.   (हाँजी।)\n[8s] AGENT: Uh Rohit, Rohit speaking, Rohit Mishra from the JSW One platform.   (अह रोहित, रोहित बात कर रहा हूँ, रोहित मिश्रा फ्रॉम JSW One प्लेटफॉर्म से।)\n[11s] CUSTOMER: Yes sir.   (हाँजी सर।)\n[12s] AGENT: Is there any requirement right now?   (कुछ अभी रिक्वायरमेंट है क्या?)\n[14s] CUSTOMER: Sir, right now, can you call me back in ten-fifteen minutes? I was sitting somewhere right now.   (अभी सर मैं दस पंद्रह मिनट में आप मेरेको करेंगे बैक कॉल? अभी मैं बैठा था कहीं।)\n[17s] AGENT: Okay, no problem.   (ठीक है ना, आराम से।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Punjabi\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present, especially on the customer's side, but it does not impede 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When the customer gives you time, always lead with the hook (a price or availability benefit) before asking if they have 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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced himself and the company. The customer immediately stated he was busy and requested a callback in ten to fifteen minutes. The agent agreed and the call ended before any discovery or pitching could take place.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Rohit, Rohit speaking, Rohit Mishra from the JSW One platform.\", \"comment\": \"Agent introduced himself and the company, and used the customer's name, but did not ask for permission before the customer requested a callback.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; instead, he went straight to a qualifying question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was cut short by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement right now?\", \"comment\": \"Agent attempted to qualify by asking for a current requirement before the customer deferred the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, no problem.\", \"comment\": \"Agent did not proactively set a next step; he only passively agreed to the customer's request for a callback without confirming a specific time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer gives you time, always lead with the hook (a price or availability benefit) before asking if they have 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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced himself and the company. The customer immediately stated he was busy and requested a callback in ten to fifteen minutes. The agent agreed and the call ended before any discovery or pitching could take place.\"}",
  "error": null,
  "latency_ms": 25235,
  "input_tokens": 2817,
  "output_tokens": 683,
  "created_at": "2026-09-25 11:29:50",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.558,
  "agent_talk_sec": 6.7,
  "customer_talk_sec": 5.3,
  "dead_air_sec": 29.0,
  "longest_monologue_sec": 2.9,
  "agent_wpm": 232.8,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 26,
  "words_customer": 24,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851615441",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.91,
      "end_s": 2.38,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851615441",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 2.8,
      "end_s": 3.6,
      "text_en": "You will have to say it, right?",
      "text_native": "ਤੁਹਾਨੂੰ ਕਹਿਣਾ ਪਊਗਾ ਨਾ।"
    },
    {
      "ucid": "21112178851615441",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.33,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851615441",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.78,
      "end_s": 5.16,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851615441",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.39,
      "end_s": 5.8,
      "text_en": "Yes.",
      "text_native": "हाँजी।"
    },
    {
      "ucid": "21112178851615441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 7.18,
      "text_en": "Is this Amrish ji speaking?",
      "text_native": "अमरीश जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178851615441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.41,
      "end_s": 7.8,
      "text_en": "Yes.",
      "text_native": "हाँजी।"
    },
    {
      "ucid": "21112178851615441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.04,
      "end_s": 10.98,
      "text_en": "Uh Rohit, Rohit speaking, Rohit Mishra from the JSW One platform.",
      "text_native": "अह रोहित, रोहित बात कर रहा हूँ, रोहित मिश्रा फ्रॉम JSW One प्लेटफॉर्म से।"
    },
    {
      "ucid": "21112178851615441",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 11.78,
      "text_en": "Yes sir.",
      "text_native": "हाँजी सर।"
    },
    {
      "ucid": "21112178851615441",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 13.46,
      "text_en": "Is there any requirement right now?",
      "text_native": "कुछ अभी रिक्वायरमेंट है क्या?"
    },
    {
      "ucid": "21112178851615441",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.7,
      "end_s": 16.76,
      "text_en": "Sir, right now, can you call me back in ten-fifteen minutes? I was sitting somewhere right now.",
      "text_native": "अभी सर मैं दस पंद्रह मिनट में आप मेरेको करेंगे बैक कॉल? अभी मैं बैठा था कहीं।"
    },
    {
      "ucid": "21112178851615441",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 17.98,
      "text_en": "Okay, no problem.",
      "text_native": "ठीक है ना, आराम से।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851615441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh Rohit, Rohit speaking, Rohit Mishra from the JSW One platform.",
      "comment": "Agent introduced himself and the company, and used the customer's name, but did not ask for permission before the customer requested a callback."
    },
    {
      "ucid": "21112178851615441",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a hook; instead, he went straight to a qualifying question."
    },
    {
      "ucid": "21112178851615441",
      "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 call was cut short by the customer."
    },
    {
      "ucid": "21112178851615441",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was done."
    },
    {
      "ucid": "21112178851615441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement right now?",
      "comment": "Agent attempted to qualify by asking for a current requirement before the customer deferred the call."
    },
    {
      "ucid": "21112178851615441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, no problem.",
      "comment": "Agent did not proactively set a next step; he only passively agreed to the customer's request for a callback without confirming a specific time."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}