{
  "ucid": "21112178852625971",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 18:20:59",
  "end_time": "2026-09-04 18:21:40",
  "duration_sec": 41,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAefd36779ed6f822ceb5ddfbd27c05b16.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 784,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178852625971__DIAefd36779ed6f822ceb5ddfbd27c05b16.mp3",
  "audio_bytes": 65880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 21.96,
  "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?   (हां?)\n[4s] AGENT: Sir, I was calling from JSW One, Sardar Steel Works.   (सर JSW One से बात कर रहा था, सरदार स्टील वर्क्स।)\n[7s] CUSTOMER: I have a bit of an infection at home, I am admitted in the hospital.   (मेरे को थोड़ा घर में इन्फेक्शन हुआ है, हॉस्पिटल में एडमिट हूं।)\n[11s] AGENT: Sorry sir?   (सॉरी सर?)\n[12s] CUSTOMER: I am admitted in the hospital because of an infection.   (हॉस्पिटल में एडमिट हूं इन्फेक्शन की वजह से।)\n[14s] AGENT: Sorry sorry sorry sir, please take care sir.   (सॉरी सॉरी सॉरी सर, आप ध्यान रखिये सर।)\n[15s] CUSTOMER: Yes, let's talk on Monday.   (हां, मंडे को बात करते हैं।)\n[17s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: The customer's speech is slightly muffled at times but is mostly understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You handled the customer's personal emergency with appropriate empathy and successfully secured a callback, which was the best possible outcome here.",
  "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 from JSW One. The customer immediately stated he was in the hospital due to an infection and could not talk. The customer requested a callback on Monday, which the agent accepted before ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One, Sardar Steel Works.\", \"comment\": \"Agent introduced himself and JSW One, and when the customer stated it was a bad time, the agent responded with empathy and did not push.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was cut short by the customer's personal emergency before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer was unavailable to speak.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Yes, let's talk on Monday. AGENT: Okay sir, okay.\", \"comment\": \"Agent successfully secured a specific callback day suggested by the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled the customer's personal emergency with appropriate empathy and successfully secured a callback, which was the best possible outcome here.\", \"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 from JSW One. The customer immediately stated he was in the hospital due to an infection and could not talk. The customer requested a callback on Monday, which the agent accepted before ending the call.\"}",
  "error": null,
  "latency_ms": 24104,
  "input_tokens": 2799,
  "output_tokens": 668,
  "created_at": "2026-09-25 11:27:38",
  "sentiment": "negative",
  "sentiment_score": -0.175,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.482,
  "agent_talk_sec": 6.7,
  "customer_talk_sec": 7.2,
  "dead_air_sec": 27.1,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 214.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 24,
  "words_customer": 32,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178852625971",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178852625971",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.77,
      "end_s": 2.17,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178852625971",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.87,
      "end_s": 3.17,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178852625971",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.67,
      "end_s": 6.67,
      "text_en": "Sir, I was calling from JSW One, Sardar Steel Works.",
      "text_native": "सर JSW One से बात कर रहा था, सरदार स्टील वर्क्स।"
    },
    {
      "ucid": "21112178852625971",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.27,
      "end_s": 10.47,
      "text_en": "I have a bit of an infection at home, I am admitted in the hospital.",
      "text_native": "मेरे को थोड़ा घर में इन्फेक्शन हुआ है, हॉस्पिटल में एडमिट हूं।"
    },
    {
      "ucid": "21112178852625971",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.57,
      "end_s": 11.27,
      "text_en": "Sorry sir?",
      "text_native": "सॉरी सर?"
    },
    {
      "ucid": "21112178852625971",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.67,
      "end_s": 13.67,
      "text_en": "I am admitted in the hospital because of an infection.",
      "text_native": "हॉस्पिटल में एडमिट हूं इन्फेक्शन की वजह से।"
    },
    {
      "ucid": "21112178852625971",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.67,
      "end_s": 15.37,
      "text_en": "Sorry sorry sorry sir, please take care sir.",
      "text_native": "सॉरी सॉरी सॉरी सर, आप ध्यान रखिये सर।"
    },
    {
      "ucid": "21112178852625971",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.37,
      "end_s": 16.67,
      "text_en": "Yes, let's talk on Monday.",
      "text_native": "हां, मंडे को बात करते हैं।"
    },
    {
      "ucid": "21112178852625971",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.97,
      "end_s": 17.87,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178852625971",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One, Sardar Steel Works.",
      "comment": "Agent introduced himself and JSW One, and when the customer stated it was a bad time, the agent responded with empathy and did not push."
    },
    {
      "ucid": "21112178852625971",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was cut short by the customer's personal emergency before the agent could deliver a hook."
    },
    {
      "ucid": "21112178852625971",
      "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 customer was unavailable to speak."
    },
    {
      "ucid": "21112178852625971",
      "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."
    },
    {
      "ucid": "21112178852625971",
      "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": "21112178852625971",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Yes, let's talk on Monday. AGENT: Okay sir, okay.",
      "comment": "Agent successfully secured a specific callback day suggested by the customer."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}