{
  "ucid": "21112178895314143",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 16:55:41",
  "end_time": "2026-09-09 16:56:41",
  "duration_sec": 60,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Does_not_deal_Steel",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA159d263d36ee0a5613a0e08f448cb8df.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 458,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895314143__DIA159d263d36ee0a5613a0e08f448cb8df.mp3",
  "audio_bytes": 72144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 24.048,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Yes   (हां जी)\n[3s] AGENT: Uh yes sir, good evening. This is Kartik speaking from JSW One.   (अ हां जी सर गुड इवनिंग, कार्तिक ये बात कर रहा था JSW One से)\n[6s] CUSTOMER: Where are you calling from?   (कहां से बोल रहे हैं?)\n[6s] AGENT: Sir, JSW One.   (सर JSW One)\n[8s] CUSTOMER: Sir, please delete the number. You unnecessarily waste time, sir.   (सर नंबर डिलीट करो ना, खामखा सर आप टाइम पास करते)\n[10s] AGENT: Okay, don't you buy steel and all, sir?   (अच्छा, स्टील-वील नहीं लेते क्या सर आप?)\n[12s] CUSTOMER: Hey, don't waste time, just delete the number.   (अरे टाइम पास मत कीजिए, नंबर डिलीट मार दो)\n[14s] AGENT: Okay, fine, the number will be deleted   (अच्छा चलो नंबर तो डिलीट)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: The customer is audibly annoyed and ends the call abruptly.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "On an immediate brush-off, try to re-engage by asking for just 30 seconds to state your purpose before conceding the call.",
  "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 was immediately hostile, stating the call was a waste of time and demanding their number be deleted. The agent made one attempt to qualify the lead by asking if they buy steel, but the customer repeated their demand, and the agent ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak or use the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer terminated the call before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer was immediately hostile.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, don't you buy steel and all, sir?\", \"comment\": \"The agent made an attempt to qualify the lead by asking if they purchase steel.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the agent agreeing to the customer's demand to delete their number, not a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On an immediate brush-off, try to re-engage by asking for just 30 seconds to state your purpose before conceding the call.\", \"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 was immediately hostile, stating the call was a waste of time and demanding their number be deleted. The agent made one attempt to qualify the lead by asking if they buy steel, but the customer repeated their demand, and the agent ended the call.\"}",
  "error": null,
  "latency_ms": 33186,
  "input_tokens": 2808,
  "output_tokens": 666,
  "created_at": "2026-09-25 11:13:04",
  "sentiment": "negative",
  "sentiment_score": -0.38,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.528,
  "agent_talk_sec": 6.5,
  "customer_talk_sec": 5.8,
  "dead_air_sec": 47.7,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 286.2,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 31,
  "words_customer": 25,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895314143",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.4,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178895314143",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.0,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178895314143",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.5,
      "text_en": "Yes",
      "text_native": "हां जी"
    },
    {
      "ucid": "21112178895314143",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 5.3,
      "text_en": "Uh yes sir, good evening. This is Kartik speaking from JSW One.",
      "text_native": "अ हां जी सर गुड इवनिंग, कार्तिक ये बात कर रहा था JSW One से"
    },
    {
      "ucid": "21112178895314143",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 6.2,
      "text_en": "Where are you calling from?",
      "text_native": "कहां से बोल रहे हैं?"
    },
    {
      "ucid": "21112178895314143",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.4,
      "end_s": 7.4,
      "text_en": "Sir, JSW One.",
      "text_native": "सर JSW One"
    },
    {
      "ucid": "21112178895314143",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.6,
      "end_s": 10.0,
      "text_en": "Sir, please delete the number. You unnecessarily waste time, sir.",
      "text_native": "सर नंबर डिलीट करो ना, खामखा सर आप टाइम पास करते"
    },
    {
      "ucid": "21112178895314143",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 11.8,
      "text_en": "Okay, don't you buy steel and all, sir?",
      "text_native": "अच्छा, स्टील-वील नहीं लेते क्या सर आप?"
    },
    {
      "ucid": "21112178895314143",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.9,
      "end_s": 13.8,
      "text_en": "Hey, don't waste time, just delete the number.",
      "text_native": "अरे टाइम पास मत कीजिए, नंबर डिलीट मार दो"
    },
    {
      "ucid": "21112178895314143",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 15.0,
      "text_en": "Okay, fine, the number will be deleted",
      "text_native": "अच्छा चलो नंबर तो डिलीट"
    }
  ],
  "steps": [
    {
      "ucid": "21112178895314143",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak or use the customer's name."
    },
    {
      "ucid": "21112178895314143",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer terminated the call before the agent could deliver the hook."
    },
    {
      "ucid": "21112178895314143",
      "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 immediately hostile."
    },
    {
      "ucid": "21112178895314143",
      "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": "21112178895314143",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Okay, don't you buy steel and all, sir?",
      "comment": "The agent made an attempt to qualify the lead by asking if they purchase steel."
    },
    {
      "ucid": "21112178895314143",
      "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 with the agent agreeing to the customer's demand to delete their number, not a committed next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}