{
  "ucid": "21112178904091021",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:18:30",
  "end_time": "2026-09-10 17:19:19",
  "duration_sec": 49,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA27f2425d8512dd15794f482cf6507feb.mp3",
  "dial_status": null,
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  "agent_status": null,
  "hangup_by": null,
  "excel_row": 313,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904091021__DIA27f2425d8512dd15794f482cf6507feb.mp3",
  "audio_bytes": 57024,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 19.008,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] CUSTOMER: Hello?\n[3s] CUSTOMER: Hello?\n[4s] AGENT: Uh, good evening. Karthik this side from JSW One.\n[7s] CUSTOMER: Sir, I'll I'll call you sir in five minutes.\n[9s] CUSTOMER: Just tell him to call him, I'm quite busy. Okay.\n[11s] AGENT: Okay, I'll just...",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: There seems to be some initial confusion with multiple people answering the call on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 customer says they are busy, acknowledge their request but try to secure a specific callback time instead of leaving it open-ended.",
  "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 performed the initial greeting, identifying himself and JSW One. The customer immediately stated they were busy and would call back in five minutes. The agent acknowledged this and the call ended before any business could be discussed.",
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  "error": null,
  "latency_ms": 28294,
  "input_tokens": 2650,
  "output_tokens": 651,
  "created_at": "2026-09-25 11:06:13",
  "sentiment": "negative",
  "sentiment_score": -0.342,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 8,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.355,
  "agent_talk_sec": 3.3,
  "customer_talk_sec": 6.0,
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    {
      "ucid": "21112178904091021",
      "idx": 0,
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      "start_s": 0.87,
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      "text_en": "Hello?",
      "text_native": "Hello?"
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      "text_en": "Uh, good evening. Karthik this side from JSW One.",
      "text_native": "Uh, good evening. Karthik this side from JSW One."
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    {
      "ucid": "21112178904091021",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.8,
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      "text_en": "Sir, I'll I'll call you sir in five minutes.",
      "text_native": "Sir, I'll I'll call you sir in five minutes."
    },
    {
      "ucid": "21112178904091021",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 11.0,
      "text_en": "Just tell him to call him, I'm quite busy. Okay.",
      "text_native": "Just tell him to call him, I'm quite busy. Okay."
    },
    {
      "ucid": "21112178904091021",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 12.0,
      "text_en": "Okay, I'll just...",
      "text_native": "Okay, I'll just..."
    }
  ],
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    {
      "ucid": "21112178904091021",
      "step_id": "SL1",
      "step_name": "Opener & permission",
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      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, good evening. Karthik this side from JSW One.",
      "comment": "Agent introduced himself and the company, and correctly handled the immediate decline by not pushing."
    },
    {
      "ucid": "21112178904091021",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
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      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent could deliver a hook."
    },
    {
      "ucid": "21112178904091021",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
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      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
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    },
    {
      "ucid": "21112178904091021",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
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      "result": "fail",
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      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short to reach the pitch stage."
    },
    {
      "ucid": "21112178904091021",
      "step_id": "SL5",
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      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any qualification could be attempted."
    },
    {
      "ucid": "21112178904091021",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I'll just...",
      "comment": "The agent did not establish a specific, committed next step, instead passively accepting the customer's vague callback offer."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}