{
  "ucid": "21112178902214821",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 12:05:48",
  "end_time": "2026-09-10 12:06:48",
  "duration_sec": 60,
  "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/DIA437517c688dcb56a1839874ca6e00acf.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 396,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902214821__DIA437517c688dcb56a1839874ca6e00acf.mp3",
  "audio_bytes": 91368,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 30.456,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Hello   (हेलो)\n[3s] AGENT: Yes?   (हांजी?)\n[3s] AGENT: Yes, am I speaking with Bolar Industries?   (हांजी, Bolar Industries से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes, tell me.   (जी हां, बताएं।)\n[6s] AGENT: Yes, this is Rohit Mishra speaking, sir.   (जी, रोहित मिश्रा बात कर रहा हूं सर।)\n[7s] CUSTOMER: Sir, your voice is breaking up a bit. Tell me.   (सर आपकी आवाज थोड़ी ब्रेक हो रही है। बताएं।)\n[10s] AGENT: Yes, this is Rohit Mishra speaking from JSW.   (हांजी, रोहित मिश्रा बात कर रहा हूं JSW से।)\n[12s] CUSTOMER: Uh, yes, tell me, Rohit ji.   (अह जी बताएं रोहित जी।)\n[13s] AGENT: Uh sir, do you have any requirement for HR right now?   (अह सर जी अभी कुछ रिक्वायरमेंट थी HR में?)\n[16s] CUSTOMER: Yes, sorry?   (जी, सॉरी?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "muffled: The agent's voice is occasionally muffled and distant, but the conversation is mostly clear.",
  "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": "[\"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": "Rohit, remember to always ask for permission and deliver the hook before asking for a requirement; this gives the customer a reason to stay on the line and listen.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted Bolar Industries and, after introductions, was informed of poor line quality. The agent skipped the standard hook and asked directly for a current HR requirement. The customer did not seem to hear or understand the question, and the call ended without any discovery or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not 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.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the call ended.\"}, {\"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\": \"Uh sir, do you have any requirement for HR right now?\", \"comment\": \"Agent successfully asked for a current requirement, though the call ended before a response was given.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly before any next steps could be discussed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Rohit, remember to always ask for permission and deliver the hook before asking for a requirement; this gives the customer a reason to stay on the line and listen.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted Bolar Industries and, after introductions, was informed of poor line quality. The agent skipped the standard hook and asked directly for a current HR requirement. The customer did not seem to hear or understand the question, and the call ended without any discovery or next steps.\"}",
  "error": null,
  "latency_ms": 32944,
  "input_tokens": 2819,
  "output_tokens": 651,
  "created_at": "2026-09-25 11:10:13",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.529,
  "agent_talk_sec": 6.3,
  "customer_talk_sec": 5.6,
  "dead_air_sec": 48.1,
  "longest_monologue_sec": 1.8,
  "agent_wpm": 333.3,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 3,
  "words_agent": 35,
  "words_customer": 23,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902214821",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.68,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178902214821",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.6,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178902214821",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.4,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178902214821",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 3.0,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178902214821",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 4.6,
      "text_en": "Yes, am I speaking with Bolar Industries?",
      "text_native": "हांजी, Bolar Industries से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178902214821",
      "idx": 5,
      "speaker": "customer",
      "start_s": 4.9,
      "end_s": 5.5,
      "text_en": "Yes, tell me.",
      "text_native": "जी हां, बताएं।"
    },
    {
      "ucid": "21112178902214821",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 7.0,
      "text_en": "Yes, this is Rohit Mishra speaking, sir.",
      "text_native": "जी, रोहित मिश्रा बात कर रहा हूं सर।"
    },
    {
      "ucid": "21112178902214821",
      "idx": 7,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 9.5,
      "text_en": "Sir, your voice is breaking up a bit. Tell me.",
      "text_native": "सर आपकी आवाज थोड़ी ब्रेक हो रही है। बताएं।"
    },
    {
      "ucid": "21112178902214821",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 11.2,
      "text_en": "Yes, this is Rohit Mishra speaking from JSW.",
      "text_native": "हांजी, रोहित मिश्रा बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178902214821",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.7,
      "end_s": 12.8,
      "text_en": "Uh, yes, tell me, Rohit ji.",
      "text_native": "अह जी बताएं रोहित जी।"
    },
    {
      "ucid": "21112178902214821",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 15.0,
      "text_en": "Uh sir, do you have any requirement for HR right now?",
      "text_native": "अह सर जी अभी कुछ रिक्वायरमेंट थी HR में?"
    },
    {
      "ucid": "21112178902214821",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 16.2,
      "text_en": "Yes, sorry?",
      "text_native": "जी, सॉरी?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178902214821",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178902214821",
      "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."
    },
    {
      "ucid": "21112178902214821",
      "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 before the call ended."
    },
    {
      "ucid": "21112178902214821",
      "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": "21112178902214821",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement for HR right now?",
      "comment": "Agent successfully asked for a current requirement, though the call ended before a response was given."
    },
    {
      "ucid": "21112178902214821",
      "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 abruptly before any next steps could be discussed."
    }
  ],
  "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": []
}