{
  "ucid": "21112178894156631",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 13:42:46",
  "end_time": "2026-09-09 13:43:29",
  "duration_sec": 43,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfd3a57bec4d30780ed63f92072f01187.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 504,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178894156631__DIAfd3a57bec4d30780ed63f92072f01187.mp3",
  "audio_bytes": 85536,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 28.512,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hmm.   (हम्म।)\n[2s] CUSTOMER: Hmm.   (हम्म।)\n[3s] AGENT: Hello.\n[3s] CUSTOMER: Tell him to speak. Hello?   (बोलो तो इसको। Hello?)\n[5s] CUSTOMER: Hmm.   (हम्म।)\n[6s] AGENT: Is this Mr. Yadav speaking?   (Yadav sir bol rahe ho?)\n[7s] CUSTOMER: Yes, tell me sir.   (हां बोलिए सर।)\n[8s] AGENT: Sir, I am calling from JSW One.   (सर JSW One से बात कर रहा हूं मैं।)\n[9s] CUSTOMER: First, give the phone to him, sir.   (पहले इसको फोन दीजिए सर।)\n[11s] AGENT: Okay, okay.   (ठीक ठीक।)\n[12s] CUSTOMER: Give the phone. Yes.   (फोन दे दीजिए। हां।)\n[14s] CUSTOMER: They are our own people.   (अपने अपने ही लोग हैं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise, including vehicle sounds and other people talking, is present on the customer's side throughout the call, making some parts of their speech difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (0% 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": 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 a customer seems confused about who you are, try to gently re-clarify your identity and the purpose of your call to regain control of the conversation.",
  "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": null,
  "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 appeared very confused about who was calling, asking the agent to pass the phone to someone else. The call ended abruptly due to this confusion before any business discussion could begin.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Is this Mr. Yadav speaking? ... Sir, I am calling from JSW One.\", \"comment\": \"The agent introduced himself and the company but did not ask for permission to speak before the customer's confusion derailed the call.\"}, {\"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 requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without any next step being discussed or committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer seems confused about who you are, try to gently re-clarify your identity and the purpose of your call to regain control of the conversation.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": false, \"material_detected\": null, \"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 appeared very confused about who was calling, asking the agent to pass the phone to someone else. The call ended abruptly due to this confusion before any business discussion could begin.\"}",
  "error": null,
  "latency_ms": 31284,
  "input_tokens": 2778,
  "output_tokens": 633,
  "created_at": "2026-09-25 11:15:13",
  "sentiment": "negative",
  "sentiment_score": -0.175,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.318,
  "agent_talk_sec": 3.4,
  "customer_talk_sec": 7.3,
  "dead_air_sec": 32.3,
  "longest_monologue_sec": 1.4,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 8,
  "discovery_qs": 1,
  "words_agent": 15,
  "words_customer": 28,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894156631",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 1.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.78,
      "end_s": 2.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 3.37,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178894156631",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.4,
      "end_s": 4.6,
      "text_en": "Tell him to speak. Hello?",
      "text_native": "बोलो तो इसको। Hello?"
    },
    {
      "ucid": "21112178894156631",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.1,
      "end_s": 5.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 6.5,
      "text_en": "Is this Mr. Yadav speaking?",
      "text_native": "Yadav sir bol rahe ho?"
    },
    {
      "ucid": "21112178894156631",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.5,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां बोलिए सर।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 9.0,
      "text_en": "Sir, I am calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 10.8,
      "text_en": "First, give the phone to him, sir.",
      "text_native": "पहले इसको फोन दीजिए सर।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 11.5,
      "text_en": "Okay, okay.",
      "text_native": "ठीक ठीक।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 10,
      "speaker": "customer",
      "start_s": 11.5,
      "end_s": 12.6,
      "text_en": "Give the phone. Yes.",
      "text_native": "फोन दे दीजिए। हां।"
    },
    {
      "ucid": "21112178894156631",
      "idx": 11,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 15.2,
      "text_en": "They are our own people.",
      "text_native": "अपने अपने ही लोग हैं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178894156631",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Is this Mr. Yadav speaking? ... Sir, I am calling from JSW One.",
      "comment": "The agent introduced himself and the company but did not ask for permission to speak before the customer's confusion derailed the call."
    },
    {
      "ucid": "21112178894156631",
      "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": "21112178894156631",
      "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": "21112178894156631",
      "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": "21112178894156631",
      "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 requirement."
    },
    {
      "ucid": "21112178894156631",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly without any next step being discussed or committed."
    }
  ],
  "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": []
}