{
  "ucid": "21112178852268611",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 17:21:26",
  "end_time": "2026-09-04 17:22:38",
  "duration_sec": 72,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Not_Answered",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA51da1e2e75150e6c56e67e2803c5fdbd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 793,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178852268611__DIA51da1e2e75150e6c56e67e2803c5fdbd.mp3",
  "audio_bytes": 138672,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 46.224,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[1s] CUSTOMER: Yes.   (हां जी।)\n[2s] AGENT: Sir, I am calling from JSW One MSME.   (सर, JSW One MSME से बात कर रहा हूं मैं।)\n[4s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[5s] AGENT: Uh sir, are you looking for any requirement in sheet metals etc.?   (अह सर, कुछ रिक्वायरमेंट में देख रहे हैं शीट मेटल्स वगेरा में?)\n[8s] CUSTOMER: In sheet metal, not right now. I'll give you a madam's number, please talk to her.   (शीट मेटल में फिलहाल नहीं है। हमारे जरा एक मैडम का नंबर देता हूं, उनको बात कीजिएगा।)\n[13s] AGENT: Yes, please tell me, sir.   (हां, बोलिए ना सर।)\n[14s] CUSTOMER: Do you have the madam's number, do you have our purchase madam's number?   (नंबर है मैडम का, हमारे पास परचेस मैडम का नंबर है?)\n[16s] AGENT: No sir, I don't have the purchase madam's number.   (नहीं सर, परचेस मैडम का नंबर नहीं है मेरे पास।)\n[18s] CUSTOMER: One minute, okay, one minute.   (एक मिनट हां, एक मिनट।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Background noise (other conversations) is present on the agent's side, but the main speakers are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": "When the customer deflects you to another person, take control by stating the purpose of your call and asking to be connected, rather than passively waiting.",
  "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 opened the call by asking for a requirement. The customer stated they had no current need for sheet metal and offered to provide the contact number for their 'purchase madam'. The call ended while the customer was searching for the number, with no discovery or next steps established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The opener was a direct sales question, not a warm welcome related to the new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer deflected the call before any profile verification questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was deflected and ended before the discovery phase could begin.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not mentioned or explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked for a requirement, but when the customer said no, no specific callback date was scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a quote, scheduled callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer deflects you to another person, take control by stating the purpose of your call and asking to be connected, rather than passively waiting.\", \"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 opened the call by asking for a requirement. The customer stated they had no current need for sheet metal and offered to provide the contact number for their 'purchase madam'. The call ended while the customer was searching for the number, with no discovery or next steps established.\"}",
  "error": null,
  "latency_ms": 33170,
  "input_tokens": 2936,
  "output_tokens": 646,
  "created_at": "2026-09-25 11:28:11",
  "sentiment": "neutral",
  "sentiment_score": -0.125,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.477,
  "agent_talk_sec": 8.2,
  "customer_talk_sec": 9.0,
  "dead_air_sec": 54.8,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 256.1,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 35,
  "words_customer": 39,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178852268611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.81,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178852268611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178852268611",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 1.88,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178852268611",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 4.24,
      "text_en": "Sir, I am calling from JSW One MSME.",
      "text_native": "सर, JSW One MSME से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178852268611",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.45,
      "end_s": 4.95,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178852268611",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.26,
      "end_s": 7.8,
      "text_en": "Uh sir, are you looking for any requirement in sheet metals etc.?",
      "text_native": "अह सर, कुछ रिक्वायरमेंट में देख रहे हैं शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178852268611",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.26,
      "end_s": 12.54,
      "text_en": "In sheet metal, not right now. I'll give you a madam's number, please talk to her.",
      "text_native": "शीट मेटल में फिलहाल नहीं है। हमारे जरा एक मैडम का नंबर देता हूं, उनको बात कीजिएगा।"
    },
    {
      "ucid": "21112178852268611",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.62,
      "end_s": 13.52,
      "text_en": "Yes, please tell me, sir.",
      "text_native": "हां, बोलिए ना सर।"
    },
    {
      "ucid": "21112178852268611",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.52,
      "end_s": 15.64,
      "text_en": "Do you have the madam's number, do you have our purchase madam's number?",
      "text_native": "नंबर है मैडम का, हमारे पास परचेस मैडम का नंबर है?"
    },
    {
      "ucid": "21112178852268611",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.96,
      "end_s": 18.14,
      "text_en": "No sir, I don't have the purchase madam's number.",
      "text_native": "नहीं सर, परचेस मैडम का नंबर नहीं है मेरे पास।"
    },
    {
      "ucid": "21112178852268611",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.36,
      "end_s": 19.54,
      "text_en": "One minute, okay, one minute.",
      "text_native": "एक मिनट हां, एक मिनट।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178852268611",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The opener was a direct sales question, not a warm welcome related to the new registration."
    },
    {
      "ucid": "21112178852268611",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer deflected the call before any profile verification questions could be asked."
    },
    {
      "ucid": "21112178852268611",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was deflected and ended before the discovery phase could begin."
    },
    {
      "ucid": "21112178852268611",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was not mentioned or explained."
    },
    {
      "ucid": "21112178852268611",
      "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 when the customer said no, no specific callback date was scheduled."
    },
    {
      "ucid": "21112178852268611",
      "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 abruptly without a quote, scheduled callback, or walkthrough."
    }
  ],
  "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": []
}