{
  "ucid": "21112178878127432",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 17:11:14",
  "end_time": "2026-09-07 17:12:13",
  "duration_sec": 59,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Does_not_deal_Steel",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6e1ea4224a548974483a02711b54e0f5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 680,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178878127432__DIA6e1ea4224a548974483a02711b54e0f5.mp3",
  "audio_bytes": 83160,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 27.72,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Uh hello, good evening. Am I talking to Mr. Vasantha Kumar?\n[4s] CUSTOMER: Speak.   (बोलो।)\n[5s] AGENT: Uh sir, I'm Jeevan calling from JSW One platform. Good time to talk, sir?\n[9s] CUSTOMER: Uh sir, please uh talk to tomorrow, sir.\n[12s] AGENT: Okay, tomorrow around on the 11 o'clock?\n[14s] AGENT: Okay, 11 o'clock I'll call you tomorrow.\n[16s] CUSTOMER: Yes, okay, okay.   (हां, ओके, ओके।)\n[16s] AGENT: Okay, thank you.",
  "language": "English",
  "languages": "[\"English\", \"Hindi\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: There is some background noise on the customer's side, but the main conversation is intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 turns, clean transcript (0% inaudible)",
  "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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "When the customer is busy, you did the right thing by not pushing and instead locking in a specific time for a callback.",
  "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 the company. The customer stated he was busy and asked for a callback the next day. The agent respected the request and scheduled a follow-up call for 11 AM.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, I'm Jeevan calling from JSW One platform. Good time to talk, sir?\", \"comment\": \"Agent correctly introduced himself, the company, used the customer's name, and asked for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver the hook, as the customer requested a callback.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer was busy and deferred the call.\"}, {\"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\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, 11 o'clock I'll call you tomorrow.\", \"comment\": \"Agent successfully scheduled a specific callback time, establishing a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer is busy, you did the right thing by not pushing and instead locking in a specific time for a callback.\", \"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 the company. The customer stated he was busy and asked for a callback the next day. The agent respected the request and scheduled a follow-up call for 11 AM.\"}",
  "error": null,
  "latency_ms": 20476,
  "input_tokens": 2722,
  "output_tokens": 664,
  "created_at": "2026-09-25 11:23:00",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.689,
  "agent_talk_sec": 10.2,
  "customer_talk_sec": 4.6,
  "dead_air_sec": 44.2,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 247.1,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 4,
  "discovery_qs": 3,
  "words_agent": 42,
  "words_customer": 13,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178878127432",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.9,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178878127432",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 4.3,
      "text_en": "Uh hello, good evening. Am I talking to Mr. Vasantha Kumar?",
      "text_native": "Uh hello, good evening. Am I talking to Mr. Vasantha Kumar?"
    },
    {
      "ucid": "21112178878127432",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.5,
      "end_s": 5.0,
      "text_en": "Speak.",
      "text_native": "बोलो।"
    },
    {
      "ucid": "21112178878127432",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 8.8,
      "text_en": "Uh sir, I'm Jeevan calling from JSW One platform. Good time to talk, sir?",
      "text_native": "Uh sir, I'm Jeevan calling from JSW One platform. Good time to talk, sir?"
    },
    {
      "ucid": "21112178878127432",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 11.8,
      "text_en": "Uh sir, please uh talk to tomorrow, sir.",
      "text_native": "Uh sir, please uh talk to tomorrow, sir."
    },
    {
      "ucid": "21112178878127432",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 13.7,
      "text_en": "Okay, tomorrow around on the 11 o'clock?",
      "text_native": "Okay, tomorrow around on the 11 o'clock?"
    },
    {
      "ucid": "21112178878127432",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 15.5,
      "text_en": "Okay, 11 o'clock I'll call you tomorrow.",
      "text_native": "Okay, 11 o'clock I'll call you tomorrow."
    },
    {
      "ucid": "21112178878127432",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 16.4,
      "text_en": "Yes, okay, okay.",
      "text_native": "हां, ओके, ओके।"
    },
    {
      "ucid": "21112178878127432",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 17.2,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178878127432",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, I'm Jeevan calling from JSW One platform. Good time to talk, sir?",
      "comment": "Agent correctly introduced himself, the company, used the customer's name, and asked for permission to speak."
    },
    {
      "ucid": "21112178878127432",
      "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, as the customer requested a callback."
    },
    {
      "ucid": "21112178878127432",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer was busy and deferred the call."
    },
    {
      "ucid": "21112178878127432",
      "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": "21112178878127432",
      "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": "21112178878127432",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, 11 o'clock I'll call you tomorrow.",
      "comment": "Agent successfully scheduled a specific callback time, establishing a clear next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}