{
  "ucid": "21112178903807231",
  "call_date": "2026-09-10",
  "start_time": "1899-12-30 16:31:12",
  "end_time": "1899-12-30 16:31:40",
  "duration_sec": 28,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4f484b7450f99a50436076366a46f3fe.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 11,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903807231__DIA4f484b7450f99a50436076366a46f3fe.mp3",
  "audio_bytes": 46872,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 11:36:57.972567+00",
  "audio_secs": 15.624,
  "source_file": "Sep1-10.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello?\n[1s] CUSTOMER: Yes?   (हां जी?)\n[2s] AGENT: Abdul is speaking from here, from JSW.   (यहां से अब्दुल बात कर रहे हैं JSW से।)\n[3s] CUSTOMER: Yes?   (हां जी?)\n[4s] AGENT: I am Abdul speaking, sir, from JSW.   (अब्दुल बात कर रहा हूं सर JSW से।)\n[6s] CUSTOMER: Yes, I am having lunch right now. Can you call me in half an hour, please?   (हां, मैं अभी lunch कर रहा हूं। आप मुझे आधे घंटे में कर लोगे please?)\n[9s] AGENT: Oh, absolutely we will, sir. Okay okay, alright.   (अरे बिलकुल करेंगे सर। Okay okay, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: There is some minor crosstalk at the beginning of the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "Good job respecting the customer's time. In your opener, try to also state the customer's name to make the call more personal.",
  "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 himself from JSW. The customer stated they were busy with lunch and requested a callback in half an hour. The agent agreed to the callback time and ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I am Abdul speaking, sir, from JSW. ... CUSTOMER: Can you call me in half an hour, please? AGENT: Oh, absolutely we will, sir.\", \"comment\": \"The agent identified himself and the company, and correctly handled the customer's immediate request for a callback without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had an opportunity to deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before discovery could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for the agent to pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Can you call me in half an hour, please? AGENT: Oh, absolutely we will, sir.\", \"comment\": \"The agent confirmed a specific callback time requested by the customer, establishing a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Good job respecting the customer's time. In your opener, try to also state the customer's name to make the call more personal.\", \"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 himself from JSW. The customer stated they were busy with lunch and requested a callback in half an hour. The agent agreed to the callback time and ended the call.\"}",
  "error": null,
  "latency_ms": 50440,
  "input_tokens": 2720,
  "output_tokens": 692,
  "created_at": "2026-09-25 10:43:30",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.606,
  "agent_talk_sec": 5.7,
  "customer_talk_sec": 3.7,
  "dead_air_sec": 18.6,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 242.1,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 23,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903807231",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.31,
      "end_s": 0.87,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178903807231",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.08,
      "end_s": 1.46,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178903807231",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.56,
      "end_s": 3.0,
      "text_en": "Abdul is speaking from here, from JSW.",
      "text_native": "यहां से अब्दुल बात कर रहे हैं JSW से।"
    },
    {
      "ucid": "21112178903807231",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.26,
      "end_s": 3.6,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178903807231",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.76,
      "end_s": 5.4,
      "text_en": "I am Abdul speaking, sir, from JSW.",
      "text_native": "अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178903807231",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 8.44,
      "text_en": "Yes, I am having lunch right now. Can you call me in half an hour, please?",
      "text_native": "हां, मैं अभी lunch कर रहा हूं। आप मुझे आधे घंटे में कर लोगे please?"
    },
    {
      "ucid": "21112178903807231",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.52,
      "end_s": 10.54,
      "text_en": "Oh, absolutely we will, sir. Okay okay, alright.",
      "text_native": "अरे बिलकुल करेंगे सर। Okay okay, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903807231",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: I am Abdul speaking, sir, from JSW. ... CUSTOMER: Can you call me in half an hour, please? AGENT: Oh, absolutely we will, sir.",
      "comment": "The agent identified himself and the company, and correctly handled the customer's immediate request for a callback without pushing."
    },
    {
      "ucid": "21112178903807231",
      "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 agent had an opportunity to deliver the hook."
    },
    {
      "ucid": "21112178903807231",
      "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 discovery could begin."
    },
    {
      "ucid": "21112178903807231",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for the agent to pitch any USPs."
    },
    {
      "ucid": "21112178903807231",
      "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 for a requirement."
    },
    {
      "ucid": "21112178903807231",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Can you call me in half an hour, please? AGENT: Oh, absolutely we will, sir.",
      "comment": "The agent confirmed a specific callback time requested by the customer, establishing a clear next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}