{
  "ucid": "21112178895156241",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 16:29:22",
  "end_time": "2026-09-09 16:30:05",
  "duration_sec": 43,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA98f206c932367e5cebfc4749f1e19af2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 473,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895156241__DIA98f206c932367e5cebfc4749f1e19af2.mp3",
  "audio_bytes": 45360,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 15.12,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello, is this Nazir ji speaking?   (हॅलो, नाझीर जी बात कर रहे है?)\n[3s] CUSTOMER: Speaking.   (बोल रहा हूं।)\n[4s] AGENT: Nazir ji, good afternoon. I am Ankit Mistry speaking, from Jindal Steel, Mumbai.   (नाझीर जी, गुड आफ्टरनून। मैं अंकित मिस्त्री बात कर रहा हूं, जिंदाल स्टील से, मुंबई।)\n[7s] CUSTOMER: Sir, just a moment, I'm a bit busy right now, have an urgent call, not now.   (साब एक जरा, थोडा बिझी हूं अभी, अर्जंट कॉल है, अभी नहीं।)\n[10s] AGENT: No no, listen, listen, what I'm saying is, you   (नहीं नहीं, सुनिए ना, सुनिए, मैं क्या बोल रहा हूं, आप)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise and crosstalk towards the end, but it does not affect transcription quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "6 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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 says they are busy, you must respect their time and immediately ask for a better time to call back instead of pushing to continue 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": "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 immediately stated they were busy with an urgent call and could not talk. The agent attempted to push past this objection instead of scheduling a callback, and the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: No no, listen, listen, what I'm saying is, you\", \"comment\": \"The agent failed to respect the customer's stated lack of time and pushed to continue the call instead of asking for a better time to connect.\"}, {\"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\": \"No discovery questions were asked as the call was terminated early by the customer.\"}, {\"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\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No next step was established; the agent did not ask for a callback time when the customer stated they were busy.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, you must respect their time and immediately ask for a better time to call back instead of pushing to continue the conversation.\", \"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 immediately stated they were busy with an urgent call and could not talk. The agent attempted to push past this objection instead of scheduling a callback, and the call ended.\"}",
  "error": null,
  "latency_ms": 24305,
  "input_tokens": 2752,
  "output_tokens": 662,
  "created_at": "2026-09-25 11:13:45",
  "sentiment": "negative",
  "sentiment_score": -0.692,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.657,
  "agent_talk_sec": 6.7,
  "customer_talk_sec": 3.5,
  "dead_air_sec": 32.8,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 250.7,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 28,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895156241",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.83,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178895156241",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 2.83,
      "text_en": "Hello, is this Nazir ji speaking?",
      "text_native": "हॅलो, नाझीर जी बात कर रहे है?"
    },
    {
      "ucid": "21112178895156241",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.36,
      "text_en": "Speaking.",
      "text_native": "बोल रहा हूं।"
    },
    {
      "ucid": "21112178895156241",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.56,
      "end_s": 7.0,
      "text_en": "Nazir ji, good afternoon. I am Ankit Mistry speaking, from Jindal Steel, Mumbai.",
      "text_native": "नाझीर जी, गुड आफ्टरनून। मैं अंकित मिस्त्री बात कर रहा हूं, जिंदाल स्टील से, मुंबई।"
    },
    {
      "ucid": "21112178895156241",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 9.5,
      "text_en": "Sir, just a moment, I'm a bit busy right now, have an urgent call, not now.",
      "text_native": "साब एक जरा, थोडा बिझी हूं अभी, अर्जंट कॉल है, अभी नहीं।"
    },
    {
      "ucid": "21112178895156241",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 11.21,
      "text_en": "No no, listen, listen, what I'm saying is, you",
      "text_native": "नहीं नहीं, सुनिए ना, सुनिए, मैं क्या बोल रहा हूं, आप"
    }
  ],
  "steps": [
    {
      "ucid": "21112178895156241",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: No no, listen, listen, what I'm saying is, you",
      "comment": "The agent failed to respect the customer's stated lack of time and pushed to continue the call instead of asking for a better time to connect."
    },
    {
      "ucid": "21112178895156241",
      "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": "21112178895156241",
      "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 call was terminated early by the customer."
    },
    {
      "ucid": "21112178895156241",
      "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": "21112178895156241",
      "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": "21112178895156241",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No next step was established; the agent did not ask for a callback time when the customer stated they were busy."
    }
  ],
  "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": []
}