{
  "ucid": "21112178895403761",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 17:10:37",
  "end_time": "2026-09-09 17:11:29",
  "duration_sec": 52,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd9e71603c72877f7a5c5df783b803d19.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 450,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895403761__DIAd9e71603c72877f7a5c5df783b803d19.mp3",
  "audio_bytes": 110592,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 36.864,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] AGENT: Greetings.   (Namaskar ji.)\n[4s] CUSTOMER: Hello.   (Namaste.)\n[6s] CUSTOMER: Hello.\n[6s] AGENT: This is Rohit Mishra speaking from JSW.   (Rohit Mishra baat kar raha hu JSW se.)\n[8s] CUSTOMER: Yes?   (Haan ji?)\n[9s] AGENT: Can you hear me?   (Awaaz aa rahi hai?)\n[10s] CUSTOMER: Yes, I can. Who is speaking?   (Haan ji aa rahi hai. Aap kaun bol rahe hain?)\n[11s] AGENT: This is Rohit Mishra speaking from JSW, from Jindal.   (Rohit Mishra baat kar raha hu JSW se, Jindal se.)\n[14s] CUSTOMER: Yes, tell me.   (Haan ji bataiye.)\n[15s] AGENT: Did you have any requirement for MS right now?   (Kuch requirement thi kya abhi MS mein?)\n[18s] CUSTOMER: No, there is no such requirement right now.   (Nahi abhi koi aisi requirement nahi.)\n[19s] AGENT: No problem, okay.   (Koi nahi, theek hai.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "noisy: The beginning of the call has significant crosstalk and overlapping speech, making it difficult to attribute the initial 'hello's definitively.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": "You skipped the hook and went straight to asking for a requirement; always lead with a benefit to give the customer a reason to talk.",
  "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": "available",
  "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, then immediately asked if the customer had a requirement for MS. The customer stated they had no current requirement, and the agent accepted this and ended the call without attempting discovery or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified himself and JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and went directly to asking for a requirement, giving the customer no reason to engage.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was terminated by the customer early.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for MS right now?\", \"comment\": \"Agent successfully asked for a current requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with \\\"No problem, okay\\\" and no next step was committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and went straight to asking for a requirement; always lead with a benefit to give the customer a reason to talk.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced himself and JSW, then immediately asked if the customer had a requirement for MS. The customer stated they had no current requirement, and the agent accepted this and ended the call without attempting discovery or setting a next step.\"}",
  "error": null,
  "latency_ms": 35088,
  "input_tokens": 2846,
  "output_tokens": 655,
  "created_at": "2026-09-25 11:12:46",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.581,
  "agent_talk_sec": 9.7,
  "customer_talk_sec": 7.0,
  "dead_air_sec": 35.3,
  "longest_monologue_sec": 2.9,
  "agent_wpm": 210.3,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 34,
  "words_customer": 22,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895403761",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895403761",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895403761",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895403761",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 4.2,
      "text_en": "Greetings.",
      "text_native": "Namaskar ji."
    },
    {
      "ucid": "21112178895403761",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.3,
      "end_s": 4.8,
      "text_en": "Hello.",
      "text_native": "Namaste."
    },
    {
      "ucid": "21112178895403761",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.3,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895403761",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.3,
      "end_s": 8.0,
      "text_en": "This is Rohit Mishra speaking from JSW.",
      "text_native": "Rohit Mishra baat kar raha hu JSW se."
    },
    {
      "ucid": "21112178895403761",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.6,
      "text_en": "Yes?",
      "text_native": "Haan ji?"
    },
    {
      "ucid": "21112178895403761",
      "idx": 8,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 9.6,
      "text_en": "Can you hear me?",
      "text_native": "Awaaz aa rahi hai?"
    },
    {
      "ucid": "21112178895403761",
      "idx": 9,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 11.2,
      "text_en": "Yes, I can. Who is speaking?",
      "text_native": "Haan ji aa rahi hai. Aap kaun bol rahe hain?"
    },
    {
      "ucid": "21112178895403761",
      "idx": 10,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 14.1,
      "text_en": "This is Rohit Mishra speaking from JSW, from Jindal.",
      "text_native": "Rohit Mishra baat kar raha hu JSW se, Jindal se."
    },
    {
      "ucid": "21112178895403761",
      "idx": 11,
      "speaker": "customer",
      "start_s": 14.3,
      "end_s": 15.2,
      "text_en": "Yes, tell me.",
      "text_native": "Haan ji bataiye."
    },
    {
      "ucid": "21112178895403761",
      "idx": 12,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 17.5,
      "text_en": "Did you have any requirement for MS right now?",
      "text_native": "Kuch requirement thi kya abhi MS mein?"
    },
    {
      "ucid": "21112178895403761",
      "idx": 13,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 19.2,
      "text_en": "No, there is no such requirement right now.",
      "text_native": "Nahi abhi koi aisi requirement nahi."
    },
    {
      "ucid": "21112178895403761",
      "idx": 14,
      "speaker": "agent",
      "start_s": 19.3,
      "end_s": 20.0,
      "text_en": "No problem, okay.",
      "text_native": "Koi nahi, theek hai."
    }
  ],
  "steps": [
    {
      "ucid": "21112178895403761",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified himself and JSW but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178895403761",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and went directly to asking for a requirement, giving the customer no reason to engage."
    },
    {
      "ucid": "21112178895403761",
      "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 by the customer early."
    },
    {
      "ucid": "21112178895403761",
      "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": "21112178895403761",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement for MS right now?",
      "comment": "Agent successfully asked for a current requirement, which the customer denied."
    },
    {
      "ucid": "21112178895403761",
      "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 \"No problem, okay\" and no next step was committed."
    }
  ],
  "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": []
}