{
  "ucid": "21112178885852491",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 14:38:44",
  "end_time": "2026-09-08 14:39:45",
  "duration_sec": 61,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc78188896e57c904e89949033f5de8ea.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 624,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178885852491__DIAc78188896e57c904e89949033f5de8ea.mp3",
  "audio_bytes": 127224,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 42.408,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हां जी.)\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello.   (हॅलो.)\n[5s] AGENT: Sir, I am talking to you from JSW One platform. Am I speaking with Shri Krishna Agro Industries?   (Sir, I am talking to you from JSW One platform. Shri Krishna Agro Industries se baat kar rahe hain?)\n[9s] CUSTOMER: Yes, tell me.   (हां जी बोलिए.)\n[10s] AGENT: Sir, you had placed an inquiry last month or last [inaudible]   (सर आपने एक inquiry डाला था last month या फिर last [inaudible])\n[12s] CUSTOMER: Voice... the voice is not coming. Hello.   (आवाज आवाज नहीं आ रहा है। हॅलो.)\n[15s] AGENT: Yes sir, tell me.   (हां सर बोलिए.)\n[16s] CUSTOMER: The voice is not coming clearly.   (आवाज ठीक से नहीं आ रहा है.)\n[17s] AGENT: Can you hear me now?   (अभी सुनाई दे रहा है आपको?)\n[19s] CUSTOMER: Your sound is not coming properly.   (आपका साउंड नहीं दे आ रहा है बराबर.)\n[21s] AGENT: Sir, I will WhatsApp you.   (सर मैं आपको WhatsApp करती हूं.)\n[23s] CUSTOMER: Yes.   (हां.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "noisy: The customer's line has background noise, and they repeatedly state they cannot hear the agent clearly, leading to the call being cut short.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 turns, clean transcript (7% inaudible)",
  "band_language": "Hindi",
  "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": "You handled the technical issue well by suggesting WhatsApp, but try to deliver your hook immediately after the introduction to grab interest before any issues can derail the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 opened the call and identified the customer, but the customer immediately reported poor audio quality. After a brief attempt to continue, the agent proposed switching to WhatsApp to continue the conversation, and the customer agreed. No business details were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am talking to you from JSW One platform. Am I speaking with Shri Krishna Agro Industries?\", \"comment\": \"Agent successfully opened the call, identified the company, and confirmed the contact before the call was derailed by a technical issue.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was aborted due to a technical issue before a hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the call ended prematurely due to poor line quality.\"}, {\"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\": \"Sir, I will WhatsApp you.\", \"comment\": \"When the voice call failed due to a technical issue, the agent successfully pivoted to a committed next step on an alternative channel.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled the technical issue well by suggesting WhatsApp, but try to deliver your hook immediately after the introduction to grab interest before any issues can derail the call.\", \"segment_detected\": \"manufacturing\", \"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 opened the call and identified the customer, but the customer immediately reported poor audio quality. After a brief attempt to continue, the agent proposed switching to WhatsApp to continue the conversation, and the customer agreed. No business details were discussed.\"}",
  "error": null,
  "latency_ms": 30595,
  "input_tokens": 2895,
  "output_tokens": 680,
  "created_at": "2026-09-25 11:20:46",
  "sentiment": "negative",
  "sentiment_score": -0.191,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.569,
  "agent_talk_sec": 11.6,
  "customer_talk_sec": 8.8,
  "dead_air_sec": 40.6,
  "longest_monologue_sec": 3.8,
  "agent_wpm": 232.8,
  "interruptions": 1,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 45,
  "words_customer": 26,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885852491",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 1.07,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178885852491",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 1.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885852491",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.4,
      "text_en": "Yes.",
      "text_native": "हां जी."
    },
    {
      "ucid": "21112178885852491",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.88,
      "end_s": 3.28,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885852491",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.3,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178885852491",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.73,
      "end_s": 8.49,
      "text_en": "Sir, I am talking to you from JSW One platform. Am I speaking with Shri Krishna Agro Industries?",
      "text_native": "Sir, I am talking to you from JSW One platform. Shri Krishna Agro Industries se baat kar rahe hain?"
    },
    {
      "ucid": "21112178885852491",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 9.58,
      "text_en": "Yes, tell me.",
      "text_native": "हां जी बोलिए."
    },
    {
      "ucid": "21112178885852491",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 13.48,
      "text_en": "Sir, you had placed an inquiry last month or last [inaudible]",
      "text_native": "सर आपने एक inquiry डाला था last month या फिर last [inaudible]"
    },
    {
      "ucid": "21112178885852491",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 14.48,
      "text_en": "Voice... the voice is not coming. Hello.",
      "text_native": "आवाज आवाज नहीं आ रहा है। हॅलो."
    },
    {
      "ucid": "21112178885852491",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.6,
      "end_s": 15.4,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां सर बोलिए."
    },
    {
      "ucid": "21112178885852491",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 17.08,
      "text_en": "The voice is not coming clearly.",
      "text_native": "आवाज ठीक से नहीं आ रहा है."
    },
    {
      "ucid": "21112178885852491",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 18.48,
      "text_en": "Can you hear me now?",
      "text_native": "अभी सुनाई दे रहा है आपको?"
    },
    {
      "ucid": "21112178885852491",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 20.88,
      "text_en": "Your sound is not coming properly.",
      "text_native": "आपका साउंड नहीं दे आ रहा है बराबर."
    },
    {
      "ucid": "21112178885852491",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 22.58,
      "text_en": "Sir, I will WhatsApp you.",
      "text_native": "सर मैं आपको WhatsApp करती हूं."
    },
    {
      "ucid": "21112178885852491",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.8,
      "end_s": 23.18,
      "text_en": "Yes.",
      "text_native": "हां."
    }
  ],
  "steps": [
    {
      "ucid": "21112178885852491",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I am talking to you from JSW One platform. Am I speaking with Shri Krishna Agro Industries?",
      "comment": "Agent successfully opened the call, identified the company, and confirmed the contact before the call was derailed by a technical issue."
    },
    {
      "ucid": "21112178885852491",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was aborted due to a technical issue before a hook could be delivered."
    },
    {
      "ucid": "21112178885852491",
      "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 ended prematurely due to poor line quality."
    },
    {
      "ucid": "21112178885852491",
      "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": "21112178885852491",
      "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": "21112178885852491",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I will WhatsApp you.",
      "comment": "When the voice call failed due to a technical issue, the agent successfully pivoted to a committed next step on an alternative channel."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}