{
  "ucid": "21112178902188781",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 12:01:27",
  "end_time": "2026-09-10 12:02:20",
  "duration_sec": 53,
  "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/DIAa6fe5077f828c99fd8efa276f462e47a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 399,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902188781__DIAa6fe5077f828c99fd8efa276f462e47a.mp3",
  "audio_bytes": 75384,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 25.128,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[1s] CUSTOMER: Yes?   (हाँ?)\n[2s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था मैं।)\n[4s] CUSTOMER: Speak.   (बोलिए।)\n[4s] AGENT: Uh, am I speaking with Sunil sir?   (अह सुनील सर से बात हो रही है मेरी?)\n[6s] CUSTOMER: Yes, go on.   (हाँ बोलिए ना।)\n[6s] AGENT: Uh sir, is there any requirement in HR etc.?   (अह सर कुछ रिक्वायरमेंट है HR वगेरा में?)\n[8s] CUSTOMER: No, not right now, sir.   (नहीं अभी तो नहीं सर कुछ।)\n[10s] AGENT: Okay, so no planning for this month, right?   (अच्छा, ये मंथ में कुछ प्लानिंग नहीं है ना?)\n[11s] CUSTOMER: No, no, no.   (नहीं नहीं नहीं।)\n[12s] AGENT: Okay sir, if there's anything, please remember us, sir.   (ठीक है ना सर, कुछ रहता है तो प्लीज याद कीजिएगा सर।)\n[14s] CUSTOMER: Yes.   (हाँ।)\n[15s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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 must follow the pitch structure: always ask for permission to speak and deliver the supply hook before asking if the customer has a requirement.",
  "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": "Agent called to inquire about HR material requirements. The customer, Sunil, stated he had no requirement at the moment. The agent did not perform discovery or pitch, and ended the call with a generic closing.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead, jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement in HR etc.?\", \"comment\": \"Agent successfully asked if there was a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, if there's anything, please remember us, sir.\", \"comment\": \"The closure was generic and did not include a specific, committed next step like a callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure: always ask for permission to speak and deliver the supply hook before asking if the customer has a requirement.\", \"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\": \"Agent called to inquire about HR material requirements. The customer, Sunil, stated he had no requirement at the moment. The agent did not perform discovery or pitch, and ended the call with a generic closing.\"}",
  "error": null,
  "latency_ms": 26681,
  "input_tokens": 2839,
  "output_tokens": 651,
  "created_at": "2026-09-25 11:10:10",
  "sentiment": "negative",
  "sentiment_score": -0.433,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.692,
  "agent_talk_sec": 8.1,
  "customer_talk_sec": 3.6,
  "dead_air_sec": 41.3,
  "longest_monologue_sec": 1.8,
  "agent_wpm": 303.7,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 41,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902188781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902188781",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.6,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902188781",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.4,
      "end_s": 1.7,
      "text_en": "Yes?",
      "text_native": "हाँ?"
    },
    {
      "ucid": "21112178902188781",
      "idx": 3,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 3.1,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 3.9,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.2,
      "end_s": 5.5,
      "text_en": "Uh, am I speaking with Sunil sir?",
      "text_native": "अह सुनील सर से बात हो रही है मेरी?"
    },
    {
      "ucid": "21112178902188781",
      "idx": 6,
      "speaker": "customer",
      "start_s": 5.7,
      "end_s": 6.2,
      "text_en": "Yes, go on.",
      "text_native": "हाँ बोलिए ना।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 8.1,
      "text_en": "Uh sir, is there any requirement in HR etc.?",
      "text_native": "अह सर कुछ रिक्वायरमेंट है HR वगेरा में?"
    },
    {
      "ucid": "21112178902188781",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 9.4,
      "text_en": "No, not right now, sir.",
      "text_native": "नहीं अभी तो नहीं सर कुछ।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 9,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 11.0,
      "text_en": "Okay, so no planning for this month, right?",
      "text_native": "अच्छा, ये मंथ में कुछ प्लानिंग नहीं है ना?"
    },
    {
      "ucid": "21112178902188781",
      "idx": 10,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 11.8,
      "text_en": "No, no, no.",
      "text_native": "नहीं नहीं नहीं।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 11,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 13.8,
      "text_en": "Okay sir, if there's anything, please remember us, sir.",
      "text_native": "ठीक है ना सर, कुछ रहता है तो प्लीज याद कीजिएगा सर।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 12,
      "speaker": "customer",
      "start_s": 13.9,
      "end_s": 14.2,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178902188781",
      "idx": 13,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 15.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178902188781",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and customer but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178902188781",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not deliver a hook; instead, jumped directly to asking for a requirement."
    },
    {
      "ucid": "21112178902188781",
      "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 after the customer stated no current requirement."
    },
    {
      "ucid": "21112178902188781",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was done."
    },
    {
      "ucid": "21112178902188781",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement in HR etc.?",
      "comment": "Agent successfully asked if there was a current requirement."
    },
    {
      "ucid": "21112178902188781",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, if there's anything, please remember us, sir.",
      "comment": "The closure was generic and did not include a specific, committed next step like a callback date."
    }
  ],
  "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": []
}