{
  "ucid": "21112178903249141",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:58:11",
  "end_time": "2026-09-10 14:59:03",
  "duration_sec": 52,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA850e8ca2edbb7103be10e4500ae5a41a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 362,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903249141__DIA850e8ca2edbb7103be10e4500ae5a41a.mp3",
  "audio_bytes": 74088,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 24.696,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: What does this mean, hello?   (ये क्या मतलब होता है हेलो?)\n[2s] AGENT: Uh hello, Hindi is talk...   (अह हेलो, हिंदी इस बात...)\n[3s] CUSTOMER: Yes, tell me.   (हाँ जी बोलिए।)\n[4s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW One.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Yes, tell me.   (हाँ जी बोलिए।)\n[7s] AGENT: Sir, you were registered on our platform, the call was regarding that. Was there any requirement, sir, this month?   (सर जी आप हमारे प्लेटफार्म पर रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर ये मंथ में?)\n[12s] CUSTOMER: Sir, I will do it, right now I am in a bit of a meeting, I will do it after some time, okay?   (सर मैं करूँगा अभी मैं थोड़ा मीटिंग में हूँ, करता हूँ थोड़ी देर बाद है ना?)\n[15s] AGENT: Okay, I will WhatsApp you the number. If there is any requirement, please send it.   (ठीक है, मैं आपको WhatsApp कर देता हूं नंबर। कुछ रिक्वायरमेंट है तो भेज दीजिएगा।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present but the main speakers are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": "When a customer says they are busy, your first priority is to secure a specific time for a callback instead of leaving it open-ended with a WhatsApp message.",
  "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 customer who had registered on the platform. The customer immediately stated they were in a meeting and would call back later. The agent did not attempt to schedule a specific callback time, instead offering to send a WhatsApp message and ending the call without a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, hello, I am Aditya Pandey calling from JSW One.\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak before the customer stated they were busy.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, the call was regarding that. Was there any requirement, sir, this month?\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a generic check-in about platform registration.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer cut the call short.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Was there any requirement, sir, this month?\", \"comment\": \"The agent successfully asked if there was a current requirement, even though the customer did not answer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I will WhatsApp you the number. If there is any requirement, please send it.\", \"comment\": \"The agent did not secure a committed next step, such as a specific callback time, leaving it open-ended.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, your first priority is to secure a specific time for a callback instead of leaving it open-ended with a WhatsApp message.\", \"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 contacted a customer who had registered on the platform. The customer immediately stated they were in a meeting and would call back later. The agent did not attempt to schedule a specific callback time, instead offering to send a WhatsApp message and ending the call without a firm next step.\"}",
  "error": null,
  "latency_ms": 32585,
  "input_tokens": 2827,
  "output_tokens": 741,
  "created_at": "2026-09-25 11:08:32",
  "sentiment": "positive",
  "sentiment_score": 0.38,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.635,
  "agent_talk_sec": 9.9,
  "customer_talk_sec": 5.7,
  "dead_air_sec": 36.4,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 297.0,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 49,
  "words_customer": 34,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903249141",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 1.53,
      "text_en": "What does this mean, hello?",
      "text_native": "ये क्या मतलब होता है हेलो?"
    },
    {
      "ucid": "21112178903249141",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.83,
      "end_s": 2.83,
      "text_en": "Uh hello, Hindi is talk...",
      "text_native": "अह हेलो, हिंदी इस बात..."
    },
    {
      "ucid": "21112178903249141",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.83,
      "end_s": 3.5,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ जी बोलिए।"
    },
    {
      "ucid": "21112178903249141",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.76,
      "end_s": 6.18,
      "text_en": "Sir, hello, I am Aditya Pandey calling from JSW One.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178903249141",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.18,
      "end_s": 6.97,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ जी बोलिए।"
    },
    {
      "ucid": "21112178903249141",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.21,
      "end_s": 10.77,
      "text_en": "Sir, you were registered on our platform, the call was regarding that. Was there any requirement, sir, this month?",
      "text_native": "सर जी आप हमारे प्लेटफार्म पर रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर ये मंथ में?"
    },
    {
      "ucid": "21112178903249141",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.6,
      "end_s": 14.7,
      "text_en": "Sir, I will do it, right now I am in a bit of a meeting, I will do it after some time, okay?",
      "text_native": "सर मैं करूँगा अभी मैं थोड़ा मीटिंग में हूँ, करता हूँ थोड़ी देर बाद है ना?"
    },
    {
      "ucid": "21112178903249141",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.87,
      "end_s": 17.8,
      "text_en": "Okay, I will WhatsApp you the number. If there is any requirement, please send it.",
      "text_native": "ठीक है, मैं आपको WhatsApp कर देता हूं नंबर। कुछ रिक्वायरमेंट है तो भेज दीजिएगा।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903249141",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, hello, I am Aditya Pandey calling from JSW One.",
      "comment": "The agent identified himself and the company but did not ask for permission to speak before the customer stated they were busy."
    },
    {
      "ucid": "21112178903249141",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, you were registered on our platform, the call was regarding that. Was there any requirement, sir, this month?",
      "comment": "The agent did not lead with a supply or price hook, instead opening with a generic check-in about platform registration."
    },
    {
      "ucid": "21112178903249141",
      "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 cut the call short."
    },
    {
      "ucid": "21112178903249141",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was done."
    },
    {
      "ucid": "21112178903249141",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Was there any requirement, sir, this month?",
      "comment": "The agent successfully asked if there was a current requirement, even though the customer did not answer."
    },
    {
      "ucid": "21112178903249141",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I will WhatsApp you the number. If there is any requirement, please send it.",
      "comment": "The agent did not secure a committed next step, such as a specific callback time, leaving it open-ended."
    }
  ],
  "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": []
}