{
  "ucid": "21112178902291411",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 12:18:34",
  "end_time": "2026-09-10 12:19:28",
  "duration_sec": 54,
  "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/DIA619f697a7729a1a07bfe90a39a708dd0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 391,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902291411__DIA619f697a7729a1a07bfe90a39a708dd0.mp3",
  "audio_bytes": 112536,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 37.512,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[3s] CUSTOMER: Hello?   (हॅलो?)\n[4s] AGENT: Yes, am I speaking with Sanik?   (हाँ, सानिक से ही बात हो रही है क्या?)\n[5s] CUSTOMER: Yes, where are you from?   (हाँ जी, आप कहाँ से?)\n[6s] AGENT: I am speaking from JSW, from Mumbai.   (JSW से बात कर रहा हूँ, मुंबई से।)\n[8s] CUSTOMER: Yes, brother.   (हाँ जी भैया।)\n[8s] AGENT: Did you have any requirement in HR right now?   (अभी कोई रिक्वायरमेंट थी क्या HR में?)\n[10s] CUSTOMER: In HR?   (HR में?)\n[11s] AGENT: Or in profile sheet.   (या प्रोफाइल शीट में।)\n[13s] CUSTOMER: Hello?   (हेलो?)\n[16s] CUSTOMER: Hello?   (हेलो?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "noisy: There is background noise on the customer's side, and loud music starts playing midway through the call, obscuring the conversation.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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, always start by asking for permission to speak before jumping into the requirement. A proper opener and hook will warm up the customer and make them more likely to engage.",
  "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": null,
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted the customer and, after confirming their identity, asked directly for a requirement in HR or profile sheets. The customer seemed to have trouble hearing, and the call ended prematurely due to a likely connection issue before any meaningful conversation could occur.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified JSW and the customer but failed to 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, rather than leading with a supply or price signal.\"}, {\"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 ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement in 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 step could be established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Rohit, always start by asking for permission to speak before jumping into the requirement. A proper opener and hook will warm up the customer and make them more likely to engage.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": false, \"material_detected\": null, \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer and, after confirming their identity, asked directly for a requirement in HR or profile sheets. The customer seemed to have trouble hearing, and the call ended prematurely due to a likely connection issue before any meaningful conversation could occur.\"}",
  "error": null,
  "latency_ms": 35424,
  "input_tokens": 2765,
  "output_tokens": 635,
  "created_at": "2026-09-25 11:09:53",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.515,
  "agent_talk_sec": 5.0,
  "customer_talk_sec": 4.7,
  "dead_air_sec": 44.3,
  "longest_monologue_sec": 1.6,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 26,
  "words_customer": 13,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902291411",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.94,
      "end_s": 1.79,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178902291411",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.51,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178902291411",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 4.84,
      "text_en": "Yes, am I speaking with Sanik?",
      "text_native": "हाँ, सानिक से ही बात हो रही है क्या?"
    },
    {
      "ucid": "21112178902291411",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.94,
      "end_s": 5.84,
      "text_en": "Yes, where are you from?",
      "text_native": "हाँ जी, आप कहाँ से?"
    },
    {
      "ucid": "21112178902291411",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.94,
      "end_s": 7.54,
      "text_en": "I am speaking from JSW, from Mumbai.",
      "text_native": "JSW से बात कर रहा हूँ, मुंबई से।"
    },
    {
      "ucid": "21112178902291411",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.64,
      "end_s": 8.24,
      "text_en": "Yes, brother.",
      "text_native": "हाँ जी भैया।"
    },
    {
      "ucid": "21112178902291411",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.44,
      "end_s": 9.84,
      "text_en": "Did you have any requirement in HR right now?",
      "text_native": "अभी कोई रिक्वायरमेंट थी क्या HR में?"
    },
    {
      "ucid": "21112178902291411",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.24,
      "end_s": 10.64,
      "text_en": "In HR?",
      "text_native": "HR में?"
    },
    {
      "ucid": "21112178902291411",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.84,
      "end_s": 12.04,
      "text_en": "Or in profile sheet.",
      "text_native": "या प्रोफाइल शीट में।"
    },
    {
      "ucid": "21112178902291411",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.54,
      "end_s": 13.04,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178902291411",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.54,
      "end_s": 16.24,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178902291411",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified JSW and the customer but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178902291411",
      "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, rather than leading with a supply or price signal."
    },
    {
      "ucid": "21112178902291411",
      "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": "21112178902291411",
      "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": "21112178902291411",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement in HR right now?",
      "comment": "Agent successfully asked for a current requirement, though the call ended before a response was given."
    },
    {
      "ucid": "21112178902291411",
      "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 step could be established."
    }
  ],
  "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": []
}