{
  "ucid": "21112178877565262",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 15:37:32",
  "end_time": "2026-09-07 15:38:25",
  "duration_sec": 53,
  "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/DIAf2b346ef364a811708afda9bc0d2ee87.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 713,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178877565262__DIAf2b346ef364a811708afda9bc0d2ee87.mp3",
  "audio_bytes": 91152,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 30.384,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello, good afternoon. Am I speaking with Mr. Mohit?   (Hello, good afternoon. Ye Mr. Mohit se baat ho raha hai mera?)\n[4s] CUSTOMER: Yes, from where?   (हाँ, from where?)\n[6s] AGENT: I am calling from JSW One platform. My name is Jeevan.\n[9s] CUSTOMER: Okay, yeah yeah yeah.\n[10s] AGENT: Yeah, Mohit, are you comfortable with Hindi, Tamil or English?\n[14s] CUSTOMER: English, Tamil is okay, but I will call you later, sir.\n[17s] AGENT: Okay okay, then I'll drop you a text message in WhatsApp. You call me in that number.\n[20s] CUSTOMER: Okay okay.\n[21s] AGENT: Okay, thank you.",
  "language": "Hinglish",
  "languages": "[\"English\", \"Hindi\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: No significant issues.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "Hinglish",
  "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 to call back later, try to secure a specific time by suggesting one, for example, 'Is tomorrow morning better for you?'.",
  "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 and JSW One. The customer, Mr. Mohit, immediately stated he was busy and would call back. The agent agreed to send his number via WhatsApp for the customer to initiate the callback, and the call ended without any business discussion.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, good afternoon. Am I speaking with Mr. Mohit? ... I am calling from JSW One platform.\", \"comment\": \"Agent greeted, used the customer's name, and identified the company. He correctly accepted the customer's request to call back later without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver a 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 any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"then I'll drop you a text message in WhatsApp. You call me in that number.\", \"comment\": \"The agent did not secure a specific, committed callback time, leaving the next step entirely up to the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to call back later, try to secure a specific time by suggesting one, for example, 'Is tomorrow morning better for you?'.\", \"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 and JSW One. The customer, Mr. Mohit, immediately stated he was busy and would call back. The agent agreed to send his number via WhatsApp for the customer to initiate the callback, and the call ended without any business discussion.\"}",
  "error": null,
  "latency_ms": 23076,
  "input_tokens": 2751,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:24:30",
  "sentiment": "neutral",
  "sentiment_score": 0.008,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 4,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.702,
  "agent_talk_sec": 12.7,
  "customer_talk_sec": 5.4,
  "dead_air_sec": 34.9,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 236.2,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 50,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877565262",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.6,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178877565262",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.39,
      "end_s": 3.84,
      "text_en": "Hello, good afternoon. Am I speaking with Mr. Mohit?",
      "text_native": "Hello, good afternoon. Ye Mr. Mohit se baat ho raha hai mera?"
    },
    {
      "ucid": "21112178877565262",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.24,
      "end_s": 5.04,
      "text_en": "Yes, from where?",
      "text_native": "हाँ, from where?"
    },
    {
      "ucid": "21112178877565262",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.66,
      "end_s": 8.6,
      "text_en": "I am calling from JSW One platform. My name is Jeevan.",
      "text_native": "I am calling from JSW One platform. My name is Jeevan."
    },
    {
      "ucid": "21112178877565262",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.9,
      "end_s": 9.83,
      "text_en": "Okay, yeah yeah yeah.",
      "text_native": "Okay, yeah yeah yeah."
    },
    {
      "ucid": "21112178877565262",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 13.1,
      "text_en": "Yeah, Mohit, are you comfortable with Hindi, Tamil or English?",
      "text_native": "Yeah, Mohit, are you comfortable with Hindi, Tamil or English?"
    },
    {
      "ucid": "21112178877565262",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 16.54,
      "text_en": "English, Tamil is okay, but I will call you later, sir.",
      "text_native": "English, Tamil is okay, but I will call you later, sir."
    },
    {
      "ucid": "21112178877565262",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 20.2,
      "text_en": "Okay okay, then I'll drop you a text message in WhatsApp. You call me in that number.",
      "text_native": "Okay okay, then I'll drop you a text message in WhatsApp. You call me in that number."
    },
    {
      "ucid": "21112178877565262",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.4,
      "end_s": 20.9,
      "text_en": "Okay okay.",
      "text_native": "Okay okay."
    },
    {
      "ucid": "21112178877565262",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 22.1,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178877565262",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello, good afternoon. Am I speaking with Mr. Mohit? ... I am calling from JSW One platform.",
      "comment": "Agent greeted, used the customer's name, and identified the company. He correctly accepted the customer's request to call back later without pushing."
    },
    {
      "ucid": "21112178877565262",
      "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 a hook."
    },
    {
      "ucid": "21112178877565262",
      "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": "21112178877565262",
      "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 any USPs could be pitched."
    },
    {
      "ucid": "21112178877565262",
      "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 for a current requirement."
    },
    {
      "ucid": "21112178877565262",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "then I'll drop you a text message in WhatsApp. You call me in that number.",
      "comment": "The agent did not secure a specific, committed callback time, leaving the next step entirely up to the customer."
    }
  ],
  "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": []
}