{
  "ucid": "21112178904030021",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:08:20",
  "end_time": "2026-09-10 17:09:19",
  "duration_sec": 59,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA574f03f054542d7a25cbca25b81ea7bf.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 319,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904030021__DIA574f03f054542d7a25cbca25b81ea7bf.mp3",
  "audio_bytes": 138456,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 46.152,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[7s] CUSTOMER: Yes?   (हां?)\n[7s] AGENT: Am I speaking with Vikas ji?   (विकास जी बात कर रहे हैं?)\n[9s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[10s] AGENT: I was calling from JSW One, sir. Greetings.   (JSW One से बात कर रहा था सर, नमस्कार।)\n[13s] CUSTOMER: Um, tell me.   (अं, बोलिए ना।)\n[14s] AGENT: Sir, your account was registered, this uh Kat... uh Kattech Enterprise.   (सर आपका अकाउंट रजिस्टर्ड था, ये अ कट अ कटटेक करके एंटरप्राइज।)\n[20s] CUSTOMER: Kattech Enterprise Private Limited?   (कटटेक करके एंटरप्राइज प्राइवेट लिमिटेड?)\n[22s] AGENT: Okay.\n[23s] CUSTOMER: I am not there now, I am not on the job in that company now.   (अभी नहीं हूं मैं, उस कंपनी में जॉब पर नहीं हूं मैं अभी।)\n[26s] AGENT: Can you give the number of someone who is working in that company?   (किसी का नंबर दे सकते हैं उस कंपनी में जो काम कर रहा है?)\n[29s] CUSTOMER: No no no, I don't have a contact there.   (नहीं नहीं नहीं, मेरा कॉन्टैक्ट नहीं है उधर।)\n[30s] AGENT: I see. Okay okay. Should I remove it from the account then?   (अच्छा। Okay okay. हटा दूं फिर अकाउंट से?)\n[33s] CUSTOMER: Yes, remove it, remove it.   (हां, हटा लो, हटा लो।)\n[34s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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 contact has left the company, you correctly tried to get a new contact and then cleaned the data; remember to also include asking for permission to speak in your opener.",
  "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 an individual regarding his registered company, Kattech Enterprise. The contact stated he no longer works there and had no replacement contact information. The agent agreed to remove his number from the system, ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW One, but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer's status change before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before discovery could begin as the contact was no longer with the target company.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The only next step was to update the CRM (\\\"Should I remove it from the account then?\\\"), not a sales action like a quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a contact has left the company, you correctly tried to get a new contact and then cleaned the data; remember to also include asking for permission to speak in your opener.\", \"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 an individual regarding his registered company, Kattech Enterprise. The contact stated he no longer works there and had no replacement contact information. The agent agreed to remove his number from the system, ending the call.\"}",
  "error": null,
  "latency_ms": 36249,
  "input_tokens": 2951,
  "output_tokens": 662,
  "created_at": "2026-09-25 11:06:36",
  "sentiment": "negative",
  "sentiment_score": -0.415,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.629,
  "agent_talk_sec": 15.4,
  "customer_talk_sec": 9.1,
  "dead_air_sec": 34.5,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 206.5,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 53,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904030021",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.18,
      "end_s": 5.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904030021",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 6.37,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904030021",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.08,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178904030021",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 8.6,
      "text_en": "Am I speaking with Vikas ji?",
      "text_native": "विकास जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178904030021",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.9,
      "end_s": 9.48,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 11.8,
      "text_en": "I was calling from JSW One, sir. Greetings.",
      "text_native": "JSW One से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 13.3,
      "text_en": "Um, tell me.",
      "text_native": "अं, बोलिए ना।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.3,
      "end_s": 19.2,
      "text_en": "Sir, your account was registered, this uh Kat... uh Kattech Enterprise.",
      "text_native": "सर आपका अकाउंट रजिस्टर्ड था, ये अ कट अ कटटेक करके एंटरप्राइज।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 22.0,
      "text_en": "Kattech Enterprise Private Limited?",
      "text_native": "कटटेक करके एंटरप्राइज प्राइवेट लिमिटेड?"
    },
    {
      "ucid": "21112178904030021",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 22.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178904030021",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.3,
      "end_s": 25.6,
      "text_en": "I am not there now, I am not on the job in that company now.",
      "text_native": "अभी नहीं हूं मैं, उस कंपनी में जॉब पर नहीं हूं मैं अभी।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 11,
      "speaker": "agent",
      "start_s": 26.3,
      "end_s": 28.4,
      "text_en": "Can you give the number of someone who is working in that company?",
      "text_native": "किसी का नंबर दे सकते हैं उस कंपनी में जो काम कर रहा है?"
    },
    {
      "ucid": "21112178904030021",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.6,
      "end_s": 30.2,
      "text_en": "No no no, I don't have a contact there.",
      "text_native": "नहीं नहीं नहीं, मेरा कॉन्टैक्ट नहीं है उधर।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 32.5,
      "text_en": "I see. Okay okay. Should I remove it from the account then?",
      "text_native": "अच्छा। Okay okay. हटा दूं फिर अकाउंट से?"
    },
    {
      "ucid": "21112178904030021",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 33.6,
      "text_en": "Yes, remove it, remove it.",
      "text_native": "हां, हटा लो, हटा लो।"
    },
    {
      "ucid": "21112178904030021",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 36.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178904030021",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted, used the customer's name, and identified JSW One, but did not ask for permission to speak."
    },
    {
      "ucid": "21112178904030021",
      "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's status change before the hook could be delivered."
    },
    {
      "ucid": "21112178904030021",
      "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 as the contact was no longer with the target company."
    },
    {
      "ucid": "21112178904030021",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178904030021",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178904030021",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The only next step was to update the CRM (\"Should I remove it from the account then?\"), not a sales action like a quote or callback."
    }
  ],
  "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": []
}