{
  "ucid": "21112178902989312",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:14:53",
  "end_time": "2026-09-10 14:15:35",
  "duration_sec": 42,
  "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/DIAdf0e31f793ca2bf993cbd2ca2a8f4fa0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 381,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902989312__DIAdf0e31f793ca2bf993cbd2ca2a8f4fa0.mp3",
  "audio_bytes": 43632,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 14.544,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[3s] CUSTOMER: Yes.   (हां।)\n[3s] AGENT: Uh ma'am, I was calling from JSW One. Am I speaking with Maura Industries?   (अह मैम JSW One से बात कर रहा था। Maura Industries में बात हो रही है?)\n[6s] CUSTOMER: Call tomorrow, it's a holiday today.   (कल कीजिए ना, आज छुट्टी है।)\n[8s] AGENT: Alright, okay.   (ठीक है, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "6 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": "When a customer asks you to call back on another day, confirm a specific time to turn a vague instruction into a firm appointment.",
  "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 introduced himself and JSW One to Maura Industries. The customer immediately stated it was a holiday and asked the agent to call back the next day. The agent agreed and ended the call without proceeding further.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh ma'am, I was calling from JSW One. Am I speaking with Maura Industries?\", \"comment\": \"The agent successfully introduced himself and the company, and correctly handled the customer's immediate request to call back later without being pushy.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could ask about current requirements.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, okay.\", \"comment\": \"The agent only acknowledged the customer's request to call back tomorrow, but did not establish a specific, committed next step like a confirmed time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks you to call back on another day, confirm a specific time to turn a vague instruction into a firm appointment.\", \"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 introduced himself and JSW One to Maura Industries. The customer immediately stated it was a holiday and asked the agent to call back the next day. The agent agreed and ended the call without proceeding further.\"}",
  "error": null,
  "latency_ms": 29039,
  "input_tokens": 2674,
  "output_tokens": 672,
  "created_at": "2026-09-25 11:09:12",
  "sentiment": "negative",
  "sentiment_score": -0.175,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.661,
  "agent_talk_sec": 4.1,
  "customer_talk_sec": 2.1,
  "dead_air_sec": 35.8,
  "longest_monologue_sec": 2.5,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 2,
  "words_agent": 17,
  "words_customer": 8,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902989312",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.33,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178902989312",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.83,
      "end_s": 2.4,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178902989312",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178902989312",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.26,
      "end_s": 5.81,
      "text_en": "Uh ma'am, I was calling from JSW One. Am I speaking with Maura Industries?",
      "text_native": "अह मैम JSW One से बात कर रहा था। Maura Industries में बात हो रही है?"
    },
    {
      "ucid": "21112178902989312",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.93,
      "end_s": 7.24,
      "text_en": "Call tomorrow, it's a holiday today.",
      "text_native": "कल कीजिए ना, आज छुट्टी है।"
    },
    {
      "ucid": "21112178902989312",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.5,
      "end_s": 8.51,
      "text_en": "Alright, okay.",
      "text_native": "ठीक है, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178902989312",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh ma'am, I was calling from JSW One. Am I speaking with Maura Industries?",
      "comment": "The agent successfully introduced himself and the company, and correctly handled the customer's immediate request to call back later without being pushy."
    },
    {
      "ucid": "21112178902989312",
      "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 by the customer before the agent could deliver the hook."
    },
    {
      "ucid": "21112178902989312",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178902989312",
      "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 the agent could pitch any USPs."
    },
    {
      "ucid": "21112178902989312",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could ask about current requirements."
    },
    {
      "ucid": "21112178902989312",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, okay.",
      "comment": "The agent only acknowledged the customer's request to call back tomorrow, but did not establish a specific, committed next step like a confirmed time."
    }
  ],
  "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": []
}