{ "ucid": "21112178876513241", "call_date": "2026-09-07", "start_time": "2026-09-07 12:42:12", "end_time": "2026-09-07 12:43:14", "duration_sec": 62, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7f282ccc3583ae8da6fbc29de9f43d93.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 739, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178876513241__DIA7f282ccc3583ae8da6fbc29de9f43d93.mp3", "audio_bytes": 79704, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 26.568, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] AGENT: Hello, am I audible?\n[4s] CUSTOMER: Uh just a moment I'll give you a, yeah I think your voice is little shaky.\n[9s] AGENT: Okay, can I give you a call back?", "language": "English", "languages": "[\"English\"]", "turn_count": 5, "connected": 1, "audio_notes": "noisy: The line quality is poor, with one speaker's voice being described as shaky by the other. There is also some background noise.", "transcript_status": "ok", "transcript_error": null, "band": "amber", "band_reason": "only 5 turns - short exchange, limited evidence to score", "band_language": "English", "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": 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 starting a call, always state your name and 'from JSW One' immediately after the greeting, even before checking the line quality.", "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 call connected but was immediately terminated due to poor line quality. The customer noted the agent's voice was shaky, and the agent appropriately offered to call back. No business details were discussed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not identify themselves or the company before the call was terminated for a technical issue.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a technical issue before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the call was terminated early due to a bad connection.\"}, {\"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\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, can I give you a call back?\", \"comment\": \"The agent proposed a callback but did not get customer agreement or set a specific time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When starting a call, always state your name and 'from JSW One' immediately after the greeting, even before checking the line quality.\", \"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 call connected but was immediately terminated due to poor line quality. The customer noted the agent's voice was shaky, and the agent appropriately offered to call back. No business details were discussed.\"}", "error": null, "latency_ms": 22468, "input_tokens": 2617, "output_tokens": 636, "created_at": "2026-09-25 11:25:41", "sentiment": "neutral", "sentiment_score": 0.07, "sentiment_confidence": "med", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.429, "agent_talk_sec": 3.3, "customer_talk_sec": 4.4, "dead_air_sec": 54.3, "longest_monologue_sec": 1.7, "agent_wpm": null, "interruptions": 0, "agent_turns": 3, "customer_turns": 2, "discovery_qs": 2, "words_agent": 13, "words_customer": 17, "monologue_heavy": 0, "turns": [ { "ucid": "21112178876513241", "idx": 0, "speaker": "customer", "start_s": 0.47, "end_s": 1.13, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178876513241", "idx": 1, "speaker": "agent", "start_s": 1.63, "end_s": 2.08, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178876513241", "idx": 2, "speaker": "agent", "start_s": 2.65, "end_s": 3.73, "text_en": "Hello, am I audible?", "text_native": "Hello, am I audible?" }, { "ucid": "21112178876513241", "idx": 3, "speaker": "customer", "start_s": 4.5, "end_s": 8.24, "text_en": "Uh just a moment I'll give you a, yeah I think your voice is little shaky.", "text_native": "Uh just a moment I'll give you a, yeah I think your voice is little shaky." }, { "ucid": "21112178876513241", "idx": 4, "speaker": "agent", "start_s": 8.8, "end_s": 10.54, "text_en": "Okay, can I give you a call back?", "text_native": "Okay, can I give you a call back?" } ], "steps": [ { "ucid": "21112178876513241", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not identify themselves or the company before the call was terminated for a technical issue." }, { "ucid": "21112178876513241", "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 due to a technical issue before the hook could be delivered." }, { "ucid": "21112178876513241", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery was attempted as the call was terminated early due to a bad connection." }, { "ucid": "21112178876513241", "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": "21112178876513241", "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": "21112178876513241", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, can I give you a call back?", "comment": "The agent proposed a callback but did not get customer agreement or set a specific time." } ], "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": [] }