{
  "ucid": "21112178903190571",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:48:25",
  "end_time": "2026-09-10 14:49:41",
  "duration_sec": 76,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbcb3a5bbe98fd1e421fed9076db90366.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 367,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903190571__DIAbcb3a5bbe98fd1e421fed9076db90366.mp3",
  "audio_bytes": 116424,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 38.808,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] UNKNOWN: In this, ten thousand should go, there is something like fifteen thousand in this. Ah, taking my five thousand, they should give ten thousand.   (ಇದರಲ್ಲಿ ಹತ್ತು ಸಾವಿರ ಹೋಗ್ಬೇಕು, ಹದಿನೈದು ಸಾವಿರ ಏನೋ ಇದೆ ಇದರಲ್ಲಿ. ಆ ನಂದು ಐದು ಸಾವಿರ ತಗೊಂಡು ಹತ್ತು ಸಾವಿರ ಅವರು ಕೊಡ್ಬೇಕು.)\n[6s] CUSTOMER: Hello?\n[8s] AGENT: Sir, are you speaking from Rajesh Smart Building?   (Sir, Rajesh Smart Building ಇಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?)\n[10s] CUSTOMER: Hello?\n[11s] AGENT: Yes, hello.   (ಹಾ, ಹಲೋ.)\n[11s] CUSTOMER: Yes madam, tell me.   (ಹಾ ಮೇಡಂ, ಹೇಳಿ.)\n[13s] AGENT: Sir, are you speaking from Rajesh Smart?   (ಸರ್, Rajesh Smart ಇಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?)\n[14s] CUSTOMER: Yes, tell me.   (ಹಾ, ಹೇಳಿ.)\n[15s] AGENT: Sir, I am calling you from the JSW One platform.   (ಸರ್, ನಾನು JSW One platform ದಿಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದ್ದೀನಿ ನಿಮಗೆ.)\n[17s] CUSTOMER: Hm hm hm.   (ಹ್ಮ್ ಹ್ಮ್ ಹ್ಮ್.)\n[18s] AGENT: Ah, sir you recently had a discussion with our team, for a building material enquiry.   (ಆ, ಸರ್ ನೀವು ರೀಸೆಂಟ್ ಆಗಿ ಒಂದು ಡಿಸ್ಕಷನ್ ಆಗಿತ್ತು ನಮ್ಮ ಟೀಮ್ ಅವರ ಜೊತೆ, building material enquiry ಗೋಸ್ಕರ.)\n[22s] CUSTOMER: Send the details on WhatsApp ma'am, I am driving.   (Details ಒಂದು WhatsApp ಮಾಡಿ ಮ್ಯಾಮ್, driving ಮಾಡ್ತಾ ಇದೀನಿ.)\n[25s] AGENT: Is that so? Okay, I will do it.   (ಹೌದಾ? ಸರಿ ಮಾಡ್ತೀನಿ.)\n[26s] CUSTOMER: Ha, okay okay.   (ಹಾ, ಓಕೆ ಓಕೆ.)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: A separate conversation is audible in the background at the beginning of the recording.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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, acknowledge it and immediately ask for a specific time to call back, for example, 'No problem, sir. When would be a better time to call you back today?'",
  "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 contacted a lead from Rajesh Smart Building regarding a prior building material enquiry. The customer stated they were driving and asked for details to be sent on WhatsApp. The agent agreed and ended the call without attempting to schedule a follow-up conversation.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Send the details on WhatsApp ma'am, I am driving. AGENT: Is that so? Okay, I will do it.\", \"comment\": \"The agent did not ask for permission to speak, and when the customer declined, the agent failed to ask for a specific callback time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before a hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer ended the call early.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, I will do it.\", \"comment\": \"Agent agreed to send details on WhatsApp but failed to secure a committed next step like a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, acknowledge it and immediately ask for a specific time to call back, for example, 'No problem, sir. When would be a better time to call you back today?'\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Send the details on WhatsApp ma'am, I am driving.\", \"response\": \"Is that so? Okay, I will do it.\"}], \"call_summary\": \"The agent contacted a lead from Rajesh Smart Building regarding a prior building material enquiry. The customer stated they were driving and asked for details to be sent on WhatsApp. The agent agreed and ended the call without attempting to schedule a follow-up conversation.\"}",
  "error": null,
  "latency_ms": 32871,
  "input_tokens": 2996,
  "output_tokens": 768,
  "created_at": "2026-09-25 11:08:41",
  "sentiment": "positive",
  "sentiment_score": 0.507,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.618,
  "agent_talk_sec": 10.7,
  "customer_talk_sec": 6.6,
  "dead_air_sec": 58.7,
  "longest_monologue_sec": 3.8,
  "agent_wpm": 280.4,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 50,
  "words_customer": 24,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903190571",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.8,
      "end_s": 5.8,
      "text_en": "In this, ten thousand should go, there is something like fifteen thousand in this. Ah, taking my five thousand, they should give ten thousand.",
      "text_native": "ಇದರಲ್ಲಿ ಹತ್ತು ಸಾವಿರ ಹೋಗ್ಬೇಕು, ಹದಿನೈದು ಸಾವಿರ ಏನೋ ಇದೆ ಇದರಲ್ಲಿ. ಆ ನಂದು ಐದು ಸಾವಿರ ತಗೊಂಡು ಹತ್ತು ಸಾವಿರ ಅವರು ಕೊಡ್ಬೇಕು."
    },
    {
      "ucid": "21112178903190571",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.25,
      "end_s": 6.91,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178903190571",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 9.48,
      "text_en": "Sir, are you speaking from Rajesh Smart Building?",
      "text_native": "Sir, Rajesh Smart Building ಇಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?"
    },
    {
      "ucid": "21112178903190571",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.81,
      "end_s": 10.41,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178903190571",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 11.18,
      "text_en": "Yes, hello.",
      "text_native": "ಹಾ, ಹಲೋ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.36,
      "end_s": 12.2,
      "text_en": "Yes madam, tell me.",
      "text_native": "ಹಾ ಮೇಡಂ, ಹೇಳಿ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.56,
      "end_s": 13.8,
      "text_en": "Sir, are you speaking from Rajesh Smart?",
      "text_native": "ಸರ್, Rajesh Smart ಇಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?"
    },
    {
      "ucid": "21112178903190571",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 14.24,
      "text_en": "Yes, tell me.",
      "text_native": "ಹಾ, ಹೇಳಿ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.56,
      "end_s": 16.8,
      "text_en": "Sir, I am calling you from the JSW One platform.",
      "text_native": "ಸರ್, ನಾನು JSW One platform ದಿಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದ್ದೀನಿ ನಿಮಗೆ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 17.8,
      "text_en": "Hm hm hm.",
      "text_native": "ಹ್ಮ್ ಹ್ಮ್ ಹ್ಮ್."
    },
    {
      "ucid": "21112178903190571",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 22.0,
      "text_en": "Ah, sir you recently had a discussion with our team, for a building material enquiry.",
      "text_native": "ಆ, ಸರ್ ನೀವು ರೀಸೆಂಟ್ ಆಗಿ ಒಂದು ಡಿಸ್ಕಷನ್ ಆಗಿತ್ತು ನಮ್ಮ ಟೀಮ್ ಅವರ ಜೊತೆ, building material enquiry ಗೋಸ್ಕರ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.2,
      "end_s": 24.5,
      "text_en": "Send the details on WhatsApp ma'am, I am driving.",
      "text_native": "Details ಒಂದು WhatsApp ಮಾಡಿ ಮ್ಯಾಮ್, driving ಮಾಡ್ತಾ ಇದೀನಿ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 25.8,
      "text_en": "Is that so? Okay, I will do it.",
      "text_native": "ಹೌದಾ? ಸರಿ ಮಾಡ್ತೀನಿ."
    },
    {
      "ucid": "21112178903190571",
      "idx": 13,
      "speaker": "customer",
      "start_s": 25.8,
      "end_s": 26.8,
      "text_en": "Ha, okay okay.",
      "text_native": "ಹಾ, ಓಕೆ ಓಕೆ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903190571",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Send the details on WhatsApp ma'am, I am driving. AGENT: Is that so? Okay, I will do it.",
      "comment": "The agent did not ask for permission to speak, and when the customer declined, the agent failed to ask for a specific callback time."
    },
    {
      "ucid": "21112178903190571",
      "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 a hook could be delivered."
    },
    {
      "ucid": "21112178903190571",
      "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 as the customer ended the call early."
    },
    {
      "ucid": "21112178903190571",
      "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": "21112178903190571",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178903190571",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay, I will do it.",
      "comment": "Agent agreed to send details on WhatsApp but failed to secure a committed next step like a specific callback time."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903190571",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Send the details on WhatsApp ma'am, I am driving.",
      "response": "Is that so? Okay, I will do it."
    }
  ],
  "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": []
}