{
  "ucid": "21112178903002991",
  "call_date": "2026-09-10",
  "start_time": "1899-12-30 14:17:09",
  "end_time": "1899-12-30 14:17:38",
  "duration_sec": 29,
  "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/DIAfe66b6ce89694957d9f6869b097c894c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 27,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903002991__DIAfe66b6ce89694957d9f6869b097c894c.mp3",
  "audio_bytes": 36720,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 11:36:57.972567+00",
  "audio_secs": 12.24,
  "source_file": "Sep1-10.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes?   (हां?)\n[2s] AGENT: Uh sir, I'm calling from JSW One.   (अ सर, JSW One से बात कर रहा हूं।)\n[4s] CUSTOMER: Uh sir, can you call back a little later? I'm a bit busy.   (अह सर, थोड़ी देर बाद में कॉल करेंगे? थोड़ा काम है।)\n[7s] AGENT: Okay sir. Okay okay. Okay.   (ठीक है सर। ठीक ठीक। ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: The customer is busy and asks the agent to call back later.",
  "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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they are busy, always ask for a specific time to call back, for example, 'Sure, can I call you back in an hour, or later this afternoon?'",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced themself from JSW One, but the customer immediately stated they were busy and requested a callback. The agent agreed and ended the call without scheduling a specific time for the follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Uh sir, can you call back a little later? I'm a bit busy. AGENT: Okay sir. Okay okay. Okay.\", \"comment\": \"The agent did not ask for a specific callback time after the customer declined to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the pitch could be delivered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before qualification could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay sir. Okay okay. Okay.\", \"comment\": \"The agent agreed to call back but did not establish a specific, committed time or date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, always ask for a specific time to call back, for example, 'Sure, can I call you back in an hour, or later this afternoon?'\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced themself from JSW One, but the customer immediately stated they were busy and requested a callback. The agent agreed and ended the call without scheduling a specific time for the follow-up.\"}",
  "error": null,
  "latency_ms": 27506,
  "input_tokens": 2679,
  "output_tokens": 667,
  "created_at": "2026-09-25 10:44:44",
  "sentiment": "negative",
  "sentiment_score": -0.55,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.523,
  "agent_talk_sec": 3.4,
  "customer_talk_sec": 3.1,
  "dead_air_sec": 22.5,
  "longest_monologue_sec": 1.6,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 13,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903002991",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.67,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903002991",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.9,
      "end_s": 1.3,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903002991",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.5,
      "end_s": 1.77,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178903002991",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.27,
      "end_s": 3.88,
      "text_en": "Uh sir, I'm calling from JSW One.",
      "text_native": "अ सर, JSW One से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178903002991",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 6.56,
      "text_en": "Uh sir, can you call back a little later? I'm a bit busy.",
      "text_native": "अह सर, थोड़ी देर बाद में कॉल करेंगे? थोड़ा काम है।"
    },
    {
      "ucid": "21112178903002991",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.66,
      "end_s": 8.1,
      "text_en": "Okay sir. Okay okay. Okay.",
      "text_native": "ठीक है सर। ठीक ठीक। ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903002991",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Uh sir, can you call back a little later? I'm a bit busy. AGENT: Okay sir. Okay okay. Okay.",
      "comment": "The agent did not ask for a specific callback time after the customer declined to speak."
    },
    {
      "ucid": "21112178903002991",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the hook could be delivered."
    },
    {
      "ucid": "21112178903002991",
      "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 were asked."
    },
    {
      "ucid": "21112178903002991",
      "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 pitch could be delivered."
    },
    {
      "ucid": "21112178903002991",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before qualification could be attempted."
    },
    {
      "ucid": "21112178903002991",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay sir. Okay okay. Okay.",
      "comment": "The agent agreed to call back but did not establish a specific, committed time or date."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}