{
  "ucid": "21112178904030952",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:08:29",
  "end_time": "2026-09-10 17:09:11",
  "duration_sec": 42,
  "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/DIA25d18a9ec0ae3852b59d2696862e733c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 318,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904030952__DIA25d18a9ec0ae3852b59d2696862e733c.mp3",
  "audio_bytes": 68472,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 22.824,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] AGENT: Hello, uh sir, good evening. Kartik this side from JSW One.\n[6s] CUSTOMER: Yes, sir.\n[7s] AGENT: Uh, sir, from your Cashline Storage Systems, are you having any HR requirements currently?\n[11s] CUSTOMER: Yes, sir.\n[12s] AGENT: Okay.\n[12s] CUSTOMER: Actually we have one requirement, sir. Okay.\n[14s] AGENT: Oh, nice.\n[15s] CUSTOMER: Call you back.\n[15s] AGENT: Okay.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: The call ends abruptly.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": "You must ask for permission to speak before asking about requirements; skipping this step often causes the customer to end the call early.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer from a manufacturing company ('Cashline Storage Systems'). The agent immediately asked about HR requirements, and the customer confirmed they had one. However, the customer then stated they would call back and ended the conversation before any details could be discussed or a next step could be set.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, uh sir, good evening. Kartik this side from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak before proceeding.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, sir, from your Cashline Storage Systems, are you having any HR requirements currently?\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to a qualification question.\"}, {\"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 conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"are you having any HR requirements currently?\", \"comment\": \"Although the agent asked if a requirement exists, he did not attempt to capture any details (grade, size, etc.) after the customer confirmed they had one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay.\", \"comment\": \"The agent did not establish a committed next step, passively accepting the customer's vague 'Call you back'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must ask for permission to speak before asking about requirements; skipping this step often causes the customer to end the call early.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer from a manufacturing company ('Cashline Storage Systems'). The agent immediately asked about HR requirements, and the customer confirmed they had one. However, the customer then stated they would call back and ended the conversation before any details could be discussed or a next step could be set.\"}",
  "error": null,
  "latency_ms": 30534,
  "input_tokens": 2696,
  "output_tokens": 717,
  "created_at": "2026-09-25 11:06:29",
  "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": 0.687,
  "agent_talk_sec": 9.0,
  "customer_talk_sec": 4.1,
  "dead_air_sec": 28.9,
  "longest_monologue_sec": 3.8,
  "agent_wpm": 200.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 30,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904030952",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.33,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178904030952",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.44,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178904030952",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.73,
      "end_s": 5.53,
      "text_en": "Hello, uh sir, good evening. Kartik this side from JSW One.",
      "text_native": "Hello, uh sir, good evening. Kartik this side from JSW One."
    },
    {
      "ucid": "21112178904030952",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.83,
      "end_s": 6.33,
      "text_en": "Yes, sir.",
      "text_native": "Yes, sir."
    },
    {
      "ucid": "21112178904030952",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 10.5,
      "text_en": "Uh, sir, from your Cashline Storage Systems, are you having any HR requirements currently?",
      "text_native": "Uh, sir, from your Cashline Storage Systems, are you having any HR requirements currently?"
    },
    {
      "ucid": "21112178904030952",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 11.14,
      "text_en": "Yes, sir.",
      "text_native": "Yes, sir."
    },
    {
      "ucid": "21112178904030952",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.51,
      "end_s": 11.81,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178904030952",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.94,
      "end_s": 14.1,
      "text_en": "Actually we have one requirement, sir. Okay.",
      "text_native": "Actually we have one requirement, sir. Okay."
    },
    {
      "ucid": "21112178904030952",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 14.63,
      "text_en": "Oh, nice.",
      "text_native": "Oh, nice."
    },
    {
      "ucid": "21112178904030952",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.74,
      "end_s": 15.24,
      "text_en": "Call you back.",
      "text_native": "Call you back."
    },
    {
      "ucid": "21112178904030952",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 16.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178904030952",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello, uh sir, good evening. Kartik this side from JSW One.",
      "comment": "The agent did not use the customer's name or ask for permission to speak before proceeding."
    },
    {
      "ucid": "21112178904030952",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh, sir, from your Cashline Storage Systems, are you having any HR requirements currently?",
      "comment": "The agent did not provide a supply or price hook, instead jumping directly to a qualification question."
    },
    {
      "ucid": "21112178904030952",
      "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": "21112178904030952",
      "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 conducted."
    },
    {
      "ucid": "21112178904030952",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "are you having any HR requirements currently?",
      "comment": "Although the agent asked if a requirement exists, he did not attempt to capture any details (grade, size, etc.) after the customer confirmed they had one."
    },
    {
      "ucid": "21112178904030952",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay.",
      "comment": "The agent did not establish a committed next step, passively accepting the customer's vague 'Call you back'."
    }
  ],
  "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": []
}