{
  "ucid": "21112178876455661",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 12:32:36",
  "end_time": "2026-09-07 12:33:36",
  "duration_sec": 60,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Invalid_Number",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0615bb7c6226fa3d6d8f170e2fe33290.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 745,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178876455661__DIA0615bb7c6226fa3d6d8f170e2fe33290.mp3",
  "audio_bytes": 55728,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 18.576,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] UNKNOWN: Hey, that's not a hanging one, what you've shown. Hanging metal means   (ಏ ಅದು ಹ್ಯಾಂಗಿಂಗ್ ಅಟಲ್ಲಾ ಅದು ನೀನು ತೋರಿಸಿರೋದು. ಹ್ಯಾಂಗಿಂಗ್ ಮೆಟಲ್ ಅಂದ್ರೆ)\n[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[7s] AGENT: Uh sir, this is   (ಆ ಸರ್ ಇದು)\n[8s] CUSTOMER: Hello.\n[8s] AGENT: Hello sir, can you hear me, sir?   (Hello sir, ಕೇಳಿಸ್ತಿದೆಯಾ sir?)\n[10s] CUSTOMER: One minute, I'll call back, someone else has come.   (ಒಂದು ನಿಮಿಷ ಕಾಲ್ ಬ್ಯಾಕ್ ಮಾಡ್ತೀನಿ, ಬೇರೆಯವರು ಬಂದಿದ್ದಾರೆ.)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and crosstalk on the customer's side makes some parts of the conversation difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "label_contradiction": 1,
  "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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"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 immediately says they are busy, try to quickly ask for a better time to call back to retain control of the next step.",
  "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 attempted to open the call, but the customer immediately stated they were busy and would call back. The call ended before the agent could introduce themselves, deliver the pitch, or establish a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent was cut off by the customer before they could complete the introduction or ask for permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the discovery phase could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the pitch could be delivered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before qualification could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer ended the call abruptly, preventing the agent from setting a next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately says they are busy, try to quickly ask for a better time to call back to retain control of the next step.\", \"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 attempted to open the call, but the customer immediately stated they were busy and would call back. The call ended before the agent could introduce themselves, deliver the pitch, or establish a next step.\"}",
  "error": null,
  "latency_ms": 28254,
  "input_tokens": 2731,
  "output_tokens": 615,
  "created_at": "2026-09-25 11:26:03",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "neither signal -> neutral",
  "talk_ratio": 0.396,
  "agent_talk_sec": 2.1,
  "customer_talk_sec": 3.2,
  "dead_air_sec": 54.7,
  "longest_monologue_sec": 1.1,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 12,
  "words_customer": 12,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876455661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.7,
      "end_s": 1.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178876455661",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 2.0,
      "end_s": 5.0,
      "text_en": "Hey, that's not a hanging one, what you've shown. Hanging metal means",
      "text_native": "ಏ ಅದು ಹ್ಯಾಂಗಿಂಗ್ ಅಟಲ್ಲಾ ಅದು ನೀನು ತೋರಿಸಿರೋದು. ಹ್ಯಾಂಗಿಂಗ್ ಮೆಟಲ್ ಅಂದ್ರೆ"
    },
    {
      "ucid": "21112178876455661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178876455661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 6.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178876455661",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 7.4,
      "text_en": "Uh sir, this is",
      "text_native": "ಆ ಸರ್ ಇದು"
    },
    {
      "ucid": "21112178876455661",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 7.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178876455661",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 9.4,
      "text_en": "Hello sir, can you hear me, sir?",
      "text_native": "Hello sir, ಕೇಳಿಸ್ತಿದೆಯಾ sir?"
    },
    {
      "ucid": "21112178876455661",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 11.6,
      "text_en": "One minute, I'll call back, someone else has come.",
      "text_native": "ಒಂದು ನಿಮಿಷ ಕಾಲ್ ಬ್ಯಾಕ್ ಮಾಡ್ತೀನಿ, ಬೇರೆಯವರು ಬಂದಿದ್ದಾರೆ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178876455661",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent was cut off by the customer before they could complete the introduction or ask for permission."
    },
    {
      "ucid": "21112178876455661",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the hook could be delivered."
    },
    {
      "ucid": "21112178876455661",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the discovery phase could begin."
    },
    {
      "ucid": "21112178876455661",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the pitch could be delivered."
    },
    {
      "ucid": "21112178876455661",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before qualification could be attempted."
    },
    {
      "ucid": "21112178876455661",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer ended the call abruptly, preventing the agent from setting a next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}