{
  "ucid": "21112178903816582",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 16:32:45",
  "end_time": "2026-09-10 16:33:26",
  "duration_sec": 41,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA507d51a9dfd4e3a678b8c9b84959b163.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 329,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903816582__DIA507d51a9dfd4e3a678b8c9b84959b163.mp3",
  "audio_bytes": 82728,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 27.576,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: Uh yes sir, good evening. This is Kartik speaking from JSW One.   (अह हां जी सर, good evening. कार्तिक ये बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Tell me, sir.   (बताइए सर।)\n[8s] AGENT: Uh sir, from Mehra Metal Components, will there be any steel requirement in the coming days?   (अह सर ये मेहरा मेटल कंपोनेंट्स से, अभी कुछ steel का requirement रहेगा ना आने वाले दिनों में?)\n[12s] CUSTOMER: Yes, we do have a requirement for steel, sir, but right now I am with a customer. It would be better if you call me tomorrow in the first half.   (हां steel का रहता है सर requirement हमारा, but अभी ना मैं एक किसी customer के साथ हूं। Better रहेगा अगर आप मेरे को कल first half में फोन करें तो।)\n[19s] AGENT: Oh, okay, sure. No issue. I will call tomorrow. Okay sir, thank you sir.   (अच्छा, okay, sure. No issue. मैं कल करता हूं। Okay sir, thank you sir.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present but does not significantly affect transcription.",
  "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": 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": "Your opening hook needs to provide a reason for the customer to talk to you now; lead with a specific benefit like price or availability, not just a question about their needs.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 at Mehra Metal Components. The customer confirmed they have a steel requirement but was busy and requested a callback for the next day. The agent agreed to the callback and ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This is Kartik speaking from JSW One.\", \"comment\": \"The agent introduced himself and the company, and respected the customer's request to call back later.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, from Mehra Metal Components, will there be any steel requirement in the coming days?\", \"comment\": \"The agent did not lead with a supply or price benefit hook, instead opening with a generic question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had an opportunity to pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get a chance to qualify the customer for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will call tomorrow.\", \"comment\": \"The agent agreed to the customer's specific request for a callback in the 'first half' tomorrow.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opening hook needs to provide a reason for the customer to talk to you now; lead with a specific benefit like price or availability, not just a question about their needs.\", \"segment_detected\": \"manufacturing\", \"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 lead at Mehra Metal Components. The customer confirmed they have a steel requirement but was busy and requested a callback for the next day. The agent agreed to the callback and ended the call.\"}",
  "error": null,
  "latency_ms": 21486,
  "input_tokens": 2829,
  "output_tokens": 688,
  "created_at": "2026-09-25 11:06:51",
  "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": 0.607,
  "agent_talk_sec": 11.1,
  "customer_talk_sec": 7.2,
  "dead_air_sec": 22.7,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 232.4,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 43,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903816582",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.67,
      "end_s": 1.07,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903816582",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.59,
      "end_s": 1.99,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178903816582",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.39,
      "end_s": 2.69,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178903816582",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.99,
      "end_s": 6.2,
      "text_en": "Uh yes sir, good evening. This is Kartik speaking from JSW One.",
      "text_native": "अह हां जी सर, good evening. कार्तिक ये बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178903816582",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.83,
      "end_s": 7.38,
      "text_en": "Tell me, sir.",
      "text_native": "बताइए सर।"
    },
    {
      "ucid": "21112178903816582",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.68,
      "end_s": 12.0,
      "text_en": "Uh sir, from Mehra Metal Components, will there be any steel requirement in the coming days?",
      "text_native": "अह सर ये मेहरा मेटल कंपोनेंट्स से, अभी कुछ steel का requirement रहेगा ना आने वाले दिनों में?"
    },
    {
      "ucid": "21112178903816582",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 18.5,
      "text_en": "Yes, we do have a requirement for steel, sir, but right now I am with a customer. It would be better if you call me tomorrow in the first half.",
      "text_native": "हां steel का रहता है सर requirement हमारा, but अभी ना मैं एक किसी customer के साथ हूं। Better रहेगा अगर आप मेरे को कल first half में फोन करें तो।"
    },
    {
      "ucid": "21112178903816582",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.6,
      "end_s": 21.8,
      "text_en": "Oh, okay, sure. No issue. I will call tomorrow. Okay sir, thank you sir.",
      "text_native": "अच्छा, okay, sure. No issue. मैं कल करता हूं। Okay sir, thank you sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903816582",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "This is Kartik speaking from JSW One.",
      "comment": "The agent introduced himself and the company, and respected the customer's request to call back later."
    },
    {
      "ucid": "21112178903816582",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, from Mehra Metal Components, will there be any steel requirement in the coming days?",
      "comment": "The agent did not lead with a supply or price benefit hook, instead opening with a generic question about requirements."
    },
    {
      "ucid": "21112178903816582",
      "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 could be asked."
    },
    {
      "ucid": "21112178903816582",
      "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 agent had an opportunity to pitch any USPs."
    },
    {
      "ucid": "21112178903816582",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get a chance to qualify the customer for a current requirement."
    },
    {
      "ucid": "21112178903816582",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will call tomorrow.",
      "comment": "The agent agreed to the customer's specific request for a callback in the 'first half' tomorrow."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}