{
  "ucid": "21112178895437071",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 17:16:10",
  "end_time": "2026-09-09 17:17:00",
  "duration_sec": 50,
  "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/DIA814979600dfc6f1576e5c79a649f1b78.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 448,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895437071__DIA814979600dfc6f1576e5c79a649f1b78.mp3",
  "audio_bytes": 97632,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 32.544,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] UNKNOWN: [crosstalk]\n[4s] CUSTOMER: Hello?\n[6s] AGENT: Hello.\n[7s] CUSTOMER: Hello.\n[8s] AGENT: Sir, is this Shakti Jain speaking?   (सर, शक्ती जैन बात कर रहे हैं?)\n[9s] CUSTOMER: Yes madam, speak, who are you?   (हां जी मैडम बोलो, कौन आप?)\n[11s] AGENT: Yes sir, from Raj Shakti Agro Industries, right? I am Soumya speaking from the JSW One platform.   (जी सर, राज शक्ती ऍग्रो इंडस्ट्रीज से ना? मैं सौम्या बात कर रही हूं JSW One प्लॅटफॉर्म से।)\n[14s] CUSTOMER: I can't hear your sound properly.   (आपका साउंड नहीं आ रहा मुझे ठीक से।)\n[16s] AGENT: Is the voice audible now? Hello?   (अभी आ रही है आवाज? हॅलो?)\n[18s] CUSTOMER: No madam, the voice is not coming, the voice is not clear.   (नहीं मैडम, आवाज नहीं आ रहा है आवाज सही।)\n[20s] AGENT: Sir, I will call you back.   (सर मैं आपको कॉल बॅक करती हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and crosstalk at the beginning of the call, making it difficult to isolate the main speakers initially.",
  "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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You handled the bad connection well by offering to call back. On the next attempt, ensure you secure a specific time for any future callback to make it a committed next step.",
  "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 successfully identified the customer and their company, 'Raj Shakti Agro Industries'. The customer immediately stated they could not hear the agent due to poor audio quality. The agent acknowledged the issue and ended the call, stating she would call back. No business was discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"मैं सौम्या बात कर रही हूं JSW One प्लॅटफॉर्म से। [...] सर मैं आपको कॉल बॅक करती हूं।\", \"comment\": \"The agent greeted, identified herself and JSW One, and used the company name. When the customer reported a bad line, she correctly aborted the call to try again, which respects the customer's inability to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated due to a bad connection before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended due to a technical issue before any discovery questions could be asked.\"}, {\"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\": \"सर मैं आपको कॉल बॅक करती हूं।\", \"comment\": \"The agent stated she would call back but did not establish a specific, committed time for the next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled the bad connection well by offering to call back. On the next attempt, ensure you secure a specific time for any future callback to make it a committed next step.\", \"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 successfully identified the customer and their company, 'Raj Shakti Agro Industries'. The customer immediately stated they could not hear the agent due to poor audio quality. The agent acknowledged the issue and ended the call, stating she would call back. No business was discussed.\"}",
  "error": null,
  "latency_ms": 23818,
  "input_tokens": 2833,
  "output_tokens": 715,
  "created_at": "2026-09-25 11:12:30",
  "sentiment": "neutral",
  "sentiment_score": -0.11,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.532,
  "agent_talk_sec": 8.3,
  "customer_talk_sec": 7.3,
  "dead_air_sec": 34.4,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 260.2,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 4,
  "words_agent": 36,
  "words_customer": 27,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895437071",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 1.07,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895437071",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 1.9,
      "end_s": 4.0,
      "text_en": "[crosstalk]",
      "text_native": "[crosstalk]"
    },
    {
      "ucid": "21112178895437071",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178895437071",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 6.3,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895437071",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.7,
      "end_s": 7.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895437071",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 9.0,
      "text_en": "Sir, is this Shakti Jain speaking?",
      "text_native": "सर, शक्ती जैन बात कर रहे हैं?"
    },
    {
      "ucid": "21112178895437071",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 10.6,
      "text_en": "Yes madam, speak, who are you?",
      "text_native": "हां जी मैडम बोलो, कौन आप?"
    },
    {
      "ucid": "21112178895437071",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 14.0,
      "text_en": "Yes sir, from Raj Shakti Agro Industries, right? I am Soumya speaking from the JSW One platform.",
      "text_native": "जी सर, राज शक्ती ऍग्रो इंडस्ट्रीज से ना? मैं सौम्या बात कर रही हूं JSW One प्लॅटफॉर्म से।"
    },
    {
      "ucid": "21112178895437071",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 16.0,
      "text_en": "I can't hear your sound properly.",
      "text_native": "आपका साउंड नहीं आ रहा मुझे ठीक से।"
    },
    {
      "ucid": "21112178895437071",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.5,
      "text_en": "Is the voice audible now? Hello?",
      "text_native": "अभी आ रही है आवाज? हॅलो?"
    },
    {
      "ucid": "21112178895437071",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 20.0,
      "text_en": "No madam, the voice is not coming, the voice is not clear.",
      "text_native": "नहीं मैडम, आवाज नहीं आ रहा है आवाज सही।"
    },
    {
      "ucid": "21112178895437071",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 21.8,
      "text_en": "Sir, I will call you back.",
      "text_native": "सर मैं आपको कॉल बॅक करती हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178895437071",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "मैं सौम्या बात कर रही हूं JSW One प्लॅटफॉर्म से। [...] सर मैं आपको कॉल बॅक करती हूं।",
      "comment": "The agent greeted, identified herself and JSW One, and used the company name. When the customer reported a bad line, she correctly aborted the call to try again, which respects the customer's inability to talk."
    },
    {
      "ucid": "21112178895437071",
      "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 terminated due to a bad connection before the agent could deliver a hook."
    },
    {
      "ucid": "21112178895437071",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended due to a technical issue before any discovery questions could be asked."
    },
    {
      "ucid": "21112178895437071",
      "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": "21112178895437071",
      "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": "21112178895437071",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "सर मैं आपको कॉल बॅक करती हूं।",
      "comment": "The agent stated she would call back but did not establish a specific, committed time for the next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}