{
  "ucid": "21112178876340781",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 12:13:27",
  "end_time": "2026-09-07 12:14:11",
  "duration_sec": 44,
  "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/DIA8e39986e53a20a8e4771f20876ee476b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 753,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178876340781__DIA8e39986e53a20a8e4771f20876ee476b.mp3",
  "audio_bytes": 94608,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 31.536,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] CUSTOMER: Who?   (कौन?)\n[3s] AGENT: Am I speaking with Jayant Steel right now?   (अभी जयंत स्टील से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[5s] AGENT: Yes, hello, Rohit Mishra speaking from JSW.   (जी नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW से।)\n[8s] CUSTOMER: From where?   (कहां से?)\n[9s] AGENT: From JSW.   (JSW से।)\n[10s] CUSTOMER: Yes sir, speak.   (जी सर, बोलिए।)\n[11s] AGENT: You have a requirement for 2 mm HR sheets, right?   (आपका दो एमएम में एचआर शीट्स का रिक्वायरमेंट रहता है ना?)\n[14s] CUSTOMER: Yes, I do, sir.   (हां रहता है सर।)\n[15s] AGENT: What is the quantity at one time, one time?   (कितना क्वांटिटी रहता है एक बार में, वन टाइम?)\n[17s] CUSTOMER: Sir, I am a little busy right now. You call after noon. I will then talk to you comfortably.   (सर मैं अभी थोड़ा सा बिजी हूं। आप दोपहर बाद कॉल करना। मैं फिर आराम से बात करूंगा आपसे।)\n[22s] AGENT: Okay sir.   (ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: No significant audio issues.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "Good job securing a callback, but remember to open by asking for permission to speak to show respect for the customer's time right from the start.",
  "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": "Agent contacted Jayant Steel regarding a known requirement for 2mm HR sheets. The customer confirmed the need but was busy and requested a callback in the afternoon. The agent agreed to the callback, establishing a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak at the start of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You have a requirement for 2 mm HR sheets, right?\", \"comment\": \"Agent led with a specific product requirement, which serves as the supply-led hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What is the quantity at one time, one time?\", \"comment\": \"Agent only asked one of the six discovery questions before the customer stated they were busy.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for the agent to pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent confirmed a general requirement exists but did not capture any specific details before the customer ended the conversation.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am a little busy right now. You call after noon. I will then talk to you comfortably. [AGENT] Okay sir.\", \"comment\": \"Agent successfully secured a committed next step by agreeing to the customer's callback request.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Good job securing a callback, but remember to open by asking for permission to speak to show respect for the customer's time right from the start.\", \"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\": \"Agent contacted Jayant Steel regarding a known requirement for 2mm HR sheets. The customer confirmed the need but was busy and requested a callback in the afternoon. The agent agreed to the callback, establishing a clear next step.\"}",
  "error": null,
  "latency_ms": 32583,
  "input_tokens": 2869,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:26:21",
  "sentiment": "negative",
  "sentiment_score": -0.4,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.546,
  "agent_talk_sec": 10.0,
  "customer_talk_sec": 8.3,
  "dead_air_sec": 25.7,
  "longest_monologue_sec": 2.8,
  "agent_wpm": 228.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 38,
  "words_customer": 32,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876340781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.3,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178876340781",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.1,
      "text_en": "Who?",
      "text_native": "कौन?"
    },
    {
      "ucid": "21112178876340781",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 4.0,
      "text_en": "Am I speaking with Jayant Steel right now?",
      "text_native": "अभी जयंत स्टील से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178876340781",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 4.8,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178876340781",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 7.8,
      "text_en": "Yes, hello, Rohit Mishra speaking from JSW.",
      "text_native": "जी नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178876340781",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.2,
      "end_s": 8.7,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178876340781",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 9.8,
      "text_en": "From JSW.",
      "text_native": "JSW से।"
    },
    {
      "ucid": "21112178876340781",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.8,
      "text_en": "Yes sir, speak.",
      "text_native": "जी सर, बोलिए।"
    },
    {
      "ucid": "21112178876340781",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 13.8,
      "text_en": "You have a requirement for 2 mm HR sheets, right?",
      "text_native": "आपका दो एमएम में एचआर शीट्स का रिक्वायरमेंट रहता है ना?"
    },
    {
      "ucid": "21112178876340781",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 14.8,
      "text_en": "Yes, I do, sir.",
      "text_native": "हां रहता है सर।"
    },
    {
      "ucid": "21112178876340781",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 17.2,
      "text_en": "What is the quantity at one time, one time?",
      "text_native": "कितना क्वांटिटी रहता है एक बार में, वन टाइम?"
    },
    {
      "ucid": "21112178876340781",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.3,
      "end_s": 22.0,
      "text_en": "Sir, I am a little busy right now. You call after noon. I will then talk to you comfortably.",
      "text_native": "सर मैं अभी थोड़ा सा बिजी हूं। आप दोपहर बाद कॉल करना। मैं फिर आराम से बात करूंगा आपसे।"
    },
    {
      "ucid": "21112178876340781",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 22.6,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178876340781",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak at the start of the call."
    },
    {
      "ucid": "21112178876340781",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You have a requirement for 2 mm HR sheets, right?",
      "comment": "Agent led with a specific product requirement, which serves as the supply-led hook."
    },
    {
      "ucid": "21112178876340781",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "What is the quantity at one time, one time?",
      "comment": "Agent only asked one of the six discovery questions before the customer stated they were busy."
    },
    {
      "ucid": "21112178876340781",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for the agent to pitch any USPs."
    },
    {
      "ucid": "21112178876340781",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent confirmed a general requirement exists but did not capture any specific details before the customer ended the conversation."
    },
    {
      "ucid": "21112178876340781",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I am a little busy right now. You call after noon. I will then talk to you comfortably. [AGENT] Okay sir.",
      "comment": "Agent successfully secured a committed next step by agreeing to the customer's callback request."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}