{
  "ucid": "21112178876658451",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 13:06:24",
  "end_time": "2026-09-07 13:07:14",
  "duration_sec": 50,
  "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/DIAecd8778e0cffb3ff6f0f353f8e8d7cd1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 731,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178876658451__DIAecd8778e0cffb3ff6f0f353f8e8d7cd1.mp3",
  "audio_bytes": 42120,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 14.04,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Okay, hello.\n[1s] AGENT: Hello, greetings sir. Is this Sathish sir?   (ஹலோ, வணக்கம் சார். இது சதீஷ் சார் தானே?)\n[4s] CUSTOMER: Yes yes sir. I am in a meeting for a couple of minutes. Please call after five minutes.   (ஆமா ஆமா சார். ஒரு ஒரு ரெண்டு நிமிஷம் மீட்டிங்ல இருக்கேன். ஒரு அஞ்சு நிமிஷம் கழிச்சு கூப்டுங்க.)\n[8s] AGENT: Okay okay, I I I will call later.   (சரி சரி நான் நான் நான் பின்னாடி போன் பண்றேன்.)\n[10s] CUSTOMER: Okay.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 5,
  "connected": 1,
  "audio_notes": "clear: The customer's final 'Okay' is very faint and overlaps with the end of the agent's turn.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "amber",
  "band_reason": "only 5 turns - short exchange, limited evidence to score",
  "band_language": "Tamil",
  "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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 asks for a callback, confirm a specific time (e.g., 'Okay sir, I will call you back in 10 minutes') to create a firm commitment.",
  "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 greeted the customer, who immediately stated they were in a meeting and requested a callback in five minutes. The agent agreed to call back later, and the call concluded without any business discussion.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello, greetings sir. Is this Sathish sir? ... CUSTOMER: I am in a meeting for a couple of minutes. Please call after five minutes. AGENT: Okay okay, I I I will call later.\", \"comment\": \"Agent greeted, used the customer's name, and correctly handled the permission decline by agreeing to call back without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify the customer's requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay okay, I I I will call later.\", \"comment\": \"The agent agreed to call back but did not commit to a specific time, which is required for a pass.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a callback, confirm a specific time (e.g., 'Okay sir, I will call you back in 10 minutes') to create a firm commitment.\", \"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 greeted the customer, who immediately stated they were in a meeting and requested a callback in five minutes. The agent agreed to call back later, and the call concluded without any business discussion.\"}",
  "error": null,
  "latency_ms": 19651,
  "input_tokens": 2693,
  "output_tokens": 704,
  "created_at": "2026-09-25 11:25:08",
  "sentiment": "positive",
  "sentiment_score": 0.431,
  "sentiment_confidence": "med",
  "pos": 4,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.455,
  "agent_talk_sec": 4.6,
  "customer_talk_sec": 5.5,
  "dead_air_sec": 39.9,
  "longest_monologue_sec": 2.4,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 2,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 15,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876658451",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 1.0,
      "text_en": "Okay, hello.",
      "text_native": "Okay, hello."
    },
    {
      "ucid": "21112178876658451",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 3.5,
      "text_en": "Hello, greetings sir. Is this Sathish sir?",
      "text_native": "ஹலோ, வணக்கம் சார். இது சதீஷ் சார் தானே?"
    },
    {
      "ucid": "21112178876658451",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 7.5,
      "text_en": "Yes yes sir. I am in a meeting for a couple of minutes. Please call after five minutes.",
      "text_native": "ஆமா ஆமா சார். ஒரு ஒரு ரெண்டு நிமிஷம் மீட்டிங்ல இருக்கேன். ஒரு அஞ்சு நிமிஷம் கழிச்சு கூப்டுங்க."
    },
    {
      "ucid": "21112178876658451",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 9.8,
      "text_en": "Okay okay, I I I will call later.",
      "text_native": "சரி சரி நான் நான் நான் பின்னாடி போன் பண்றேன்."
    },
    {
      "ucid": "21112178876658451",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.9,
      "end_s": 10.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178876658451",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello, greetings sir. Is this Sathish sir? ... CUSTOMER: I am in a meeting for a couple of minutes. Please call after five minutes. AGENT: Okay okay, I I I will call later.",
      "comment": "Agent greeted, used the customer's name, and correctly handled the permission decline by agreeing to call back without pushing."
    },
    {
      "ucid": "21112178876658451",
      "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 agent could deliver the hook."
    },
    {
      "ucid": "21112178876658451",
      "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 any discovery questions could be asked."
    },
    {
      "ucid": "21112178876658451",
      "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 agent could pitch any USPs."
    },
    {
      "ucid": "21112178876658451",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could attempt to qualify the customer's requirement."
    },
    {
      "ucid": "21112178876658451",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay okay, I I I will call later.",
      "comment": "The agent agreed to call back but did not commit to a specific time, which is required for a pass."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}