{
  "ucid": "21112178904003481",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:03:54",
  "end_time": "2026-09-10 17:04:57",
  "duration_sec": 63,
  "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/DIAf60747cef790fa940b4f70816ddeda8d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 320,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904003481__DIAf60747cef790fa940b4f70816ddeda8d.mp3",
  "audio_bytes": 102600,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 34.2,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] CUSTOMER: Hello? Yes ji, yes ji, it's correct.   (हॅलो? हां जी, हां जी, सही है।)\n[4s] AGENT: Yes sir, hello. This is Aditya Pandey speaking from JSW.   (हां सर, नमस्ते। मैं आदित्य पांडे बात कर रहा था JSW से।)\n[7s] CUSTOMER: Yes, tell me.   (हां बताइए।)\n[8s] AGENT: Sir, you were registered on our platform, I called regarding that.   (सर आप हमारे platform पे register थे, उसी के regarding call किया था।)\n[10s] CUSTOMER: For what?   (किसके लिए?)\n[11s] AGENT: Do you have any... Sir, do you have any requirement in HR? In HR sheet?   (आपका कुछ, सर आपका कुछ requirement होता है क्या HR में? HR sheet में?)\n[14s] CUSTOMER: Right now, right now, right now, I don't have any.   (अभी अभी अभी अभी तो नहीं है।)\n[15s] AGENT: Okay. And sir, can you please... sir, what do you do?   (अच्छा। और सर, please कर सकते हैं सर, आप क्या करते हैं?)\n[18s] CUSTOMER: Yes, I will tell you. You send me a WhatsApp, send it on WhatsApp.   (हां, मैं बता दूंगा। आप मुझे WhatsApp डाल दो ना, WhatsApp पे भेज दो।)\n[22s] AGENT: Okay sir. Okay, I will call you back after some time.   (ठीक है सर। ठीक है, मैं आपको थोड़ी देर बाद call back करूंगा।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the customer's side, but the main conversation is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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 deflects discovery by asking for a WhatsApp, agree to send it, but first try to get one key detail (like their business type) to make the message more relevant for them.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a registered user to check for HR sheet requirements. The customer stated they had no immediate need and, when asked about their business, deflected by asking the agent to send a WhatsApp. The agent ended the call by promising a vague callback 'after some time' instead of committing to a specific next action.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or explicitly ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"sir, what do you do?\", \"comment\": \"Agent only attempted one discovery question before the customer deflected the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was completed.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement in HR? In HR sheet?\", \"comment\": \"Agent successfully asked for a current requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent committed to a vague callback 'after some time' instead of a specific date or sending the requested WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer deflects discovery by asking for a WhatsApp, agree to send it, but first try to get one key detail (like their business type) to make the message more relevant for them.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You send me a WhatsApp, send it on WhatsApp.\", \"response\": \"Okay sir. Okay, I will call you back after some time.\"}], \"call_summary\": \"The agent contacted a registered user to check for HR sheet requirements. The customer stated they had no immediate need and, when asked about their business, deflected by asking the agent to send a WhatsApp. The agent ended the call by promising a vague callback 'after some time' instead of committing to a specific next action.\"}",
  "error": null,
  "latency_ms": 37466,
  "input_tokens": 2912,
  "output_tokens": 764,
  "created_at": "2026-09-25 11:06:37",
  "sentiment": "positive",
  "sentiment_score": 0.642,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 2,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.621,
  "agent_talk_sec": 12.1,
  "customer_talk_sec": 7.4,
  "dead_air_sec": 43.5,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 287.6,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 3,
  "words_agent": 58,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904003481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.37,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178904003481",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.87,
      "end_s": 3.8,
      "text_en": "Hello? Yes ji, yes ji, it's correct.",
      "text_native": "हॅलो? हां जी, हां जी, सही है।"
    },
    {
      "ucid": "21112178904003481",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.1,
      "end_s": 6.53,
      "text_en": "Yes sir, hello. This is Aditya Pandey speaking from JSW.",
      "text_native": "हां सर, नमस्ते। मैं आदित्य पांडे बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178904003481",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.77,
      "end_s": 7.27,
      "text_en": "Yes, tell me.",
      "text_native": "हां बताइए।"
    },
    {
      "ucid": "21112178904003481",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.5,
      "end_s": 9.88,
      "text_en": "Sir, you were registered on our platform, I called regarding that.",
      "text_native": "सर आप हमारे platform पे register थे, उसी के regarding call किया था।"
    },
    {
      "ucid": "21112178904003481",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.58,
      "text_en": "For what?",
      "text_native": "किसके लिए?"
    },
    {
      "ucid": "21112178904003481",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.9,
      "end_s": 13.5,
      "text_en": "Do you have any... Sir, do you have any requirement in HR? In HR sheet?",
      "text_native": "आपका कुछ, सर आपका कुछ requirement होता है क्या HR में? HR sheet में?"
    },
    {
      "ucid": "21112178904003481",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.7,
      "end_s": 14.88,
      "text_en": "Right now, right now, right now, I don't have any.",
      "text_native": "अभी अभी अभी अभी तो नहीं है।"
    },
    {
      "ucid": "21112178904003481",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 17.5,
      "text_en": "Okay. And sir, can you please... sir, what do you do?",
      "text_native": "अच्छा। और सर, please कर सकते हैं सर, आप क्या करते हैं?"
    },
    {
      "ucid": "21112178904003481",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 21.0,
      "text_en": "Yes, I will tell you. You send me a WhatsApp, send it on WhatsApp.",
      "text_native": "हां, मैं बता दूंगा। आप मुझे WhatsApp डाल दो ना, WhatsApp पे भेज दो।"
    },
    {
      "ucid": "21112178904003481",
      "idx": 10,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 24.0,
      "text_en": "Okay sir. Okay, I will call you back after some time.",
      "text_native": "ठीक है सर। ठीक है, मैं आपको थोड़ी देर बाद call back करूंगा।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904003481",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not use the customer's name or explicitly ask for permission to speak."
    },
    {
      "ucid": "21112178904003481",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178904003481",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "sir, what do you do?",
      "comment": "Agent only attempted one discovery question before the customer deflected the conversation."
    },
    {
      "ucid": "21112178904003481",
      "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 completed."
    },
    {
      "ucid": "21112178904003481",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement in HR? In HR sheet?",
      "comment": "Agent successfully asked for a current requirement, which the customer denied."
    },
    {
      "ucid": "21112178904003481",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent committed to a vague callback 'after some time' instead of a specific date or sending the requested WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178904003481",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You send me a WhatsApp, send it on WhatsApp.",
      "response": "Okay sir. Okay, I will call you back after some time."
    }
  ],
  "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": []
}