{
  "ucid": "21112178903193951",
  "call_date": "2026-09-10",
  "start_time": "1899-12-30 14:48:59",
  "end_time": "1899-12-30 14:49:23",
  "duration_sec": 24,
  "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/DIAbbe3fa4f7be4dec5f1c36668b6234ae5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 23,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903193951__DIAbbe3fa4f7be4dec5f1c36668b6234ae5.mp3",
  "audio_bytes": 33480,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 11:36:57.972567+00",
  "audio_secs": 11.16,
  "source_file": "Sep1-10.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Hello?   (हेलो?)\n[3s] CUSTOMER: Yes?   (हां जी?)\n[3s] AGENT: Yes, hello. This is Rohit speaking from JSW.   (हां जी नमस्ते, रोहित बात कर रहा हूं JSW से।)\n[5s] CUSTOMER: Sir, I will call you right now.   (सर अभी करता हूं आपको।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present but does not significantly hinder transcription.",
  "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 will call you back, try to lock in a specific time by asking 'When would be a good time for me to call you back?' to maintain control of the follow-up.",
  "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 and JSW. The customer immediately stated they were busy and would call back, ending the conversation before it could begin. No business details were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello. This is Rohit speaking from JSW.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak before the customer cut the call short.\"}, {\"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\": \"No discovery was attempted as the customer ended the call immediately after the introduction.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify the lead.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No next step was agreed upon; the customer stated they would call back but the agent did not secure a commitment.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they will call you back, try to lock in a specific time by asking 'When would be a good time for me to call you back?' to maintain control of the follow-up.\", \"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 and JSW. The customer immediately stated they were busy and would call back, ending the conversation before it could begin. No business details were discussed.\"}",
  "error": null,
  "latency_ms": 29117,
  "input_tokens": 2649,
  "output_tokens": 662,
  "created_at": "2026-09-25 10:44:34",
  "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": 0.512,
  "agent_talk_sec": 2.2,
  "customer_talk_sec": 2.1,
  "dead_air_sec": 19.7,
  "longest_monologue_sec": 1.9,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 2,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 9,
  "words_customer": 10,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903193951",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903193951",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.87,
      "end_s": 2.23,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903193951",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.3,
      "end_s": 2.64,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903193951",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.75,
      "end_s": 3.05,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178903193951",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.16,
      "end_s": 5.04,
      "text_en": "Yes, hello. This is Rohit speaking from JSW.",
      "text_native": "हां जी नमस्ते, रोहित बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178903193951",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.26,
      "end_s": 6.34,
      "text_en": "Sir, I will call you right now.",
      "text_native": "सर अभी करता हूं आपको।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903193951",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, hello. This is Rohit speaking from JSW.",
      "comment": "The agent did not use the customer's name or ask for permission to speak before the customer cut the call short."
    },
    {
      "ucid": "21112178903193951",
      "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": "21112178903193951",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery was attempted as the customer ended the call immediately after the introduction."
    },
    {
      "ucid": "21112178903193951",
      "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": "21112178903193951",
      "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 attempt to qualify the lead."
    },
    {
      "ucid": "21112178903193951",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No next step was agreed upon; the customer stated they would call back but the agent did not secure a commitment."
    }
  ],
  "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": []
}