{
  "ucid": "21112178904490821",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 18:25:08",
  "end_time": "2026-09-10 18:25:51",
  "duration_sec": 43,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7be9c310b3320ed0b2aced4894bfa072.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 282,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904490821__DIA7be9c310b3320ed0b2aced4894bfa072.mp3",
  "audio_bytes": 47952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 15.984,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hold for just a minute, hello.   (एक ही मिनट होल्ड कीजिएगा, हेलो।)\n[2s] CUSTOMER: Hello, Mr. Naurang Shah from J&G Engineering.\n[5s] AGENT: Yes, tell me.   (हां बोलिए।)\n[6s] AGENT: Naurang ji, Sudeep speaking from JSW One MSME, Jindal Steel.   (नौरंग जी सुदीप बोल रहा हूं JSW One MSME से, जिंदल स्टील।)\n[9s] CUSTOMER: Uh sir, call me back again, I am busy right now, I am on another call.   (अह सर, मेरेको फिर फोन कीजिएगा, मैं बिजी हूं फिलहाल, दूसरा कॉल पे हूं।)\n[13s] AGENT: When can I call you sir?",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "6 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": "[\"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 asks for a callback, push gently to secure a specific day and time to ensure the next contact is successful.",
  "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 introduced themself to the customer from J&G Engineering. The customer stated they were busy and requested a callback. The agent asked for a suitable time, but the call ended before a specific time was agreed upon.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Naurang ji, Sudeep speaking from JSW One MSME, Jindal Steel.\", \"comment\": \"The agent correctly introduced themself and, when the customer declined to speak, correctly asked for a callback time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the discovery phase could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When can I call you sir?\", \"comment\": \"The agent attempted to set a next step, but the call ended before a specific, committed time was agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a callback, push gently to secure a specific day and time to ensure the next contact is successful.\", \"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 introduced themself to the customer from J&G Engineering. The customer stated they were busy and requested a callback. The agent asked for a suitable time, but the call ended before a specific time was agreed upon.\"}",
  "error": null,
  "latency_ms": 28108,
  "input_tokens": 2718,
  "output_tokens": 658,
  "created_at": "2026-09-25 11:04:46",
  "sentiment": "negative",
  "sentiment_score": -0.45,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.516,
  "agent_talk_sec": 6.3,
  "customer_talk_sec": 5.9,
  "dead_air_sec": 30.8,
  "longest_monologue_sec": 3.8,
  "agent_wpm": 238.1,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 2,
  "discovery_qs": 1,
  "words_agent": 25,
  "words_customer": 24,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904490821",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.87,
      "end_s": 2.08,
      "text_en": "Hold for just a minute, hello.",
      "text_native": "एक ही मिनट होल्ड कीजिएगा, हेलो।"
    },
    {
      "ucid": "21112178904490821",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 4.64,
      "text_en": "Hello, Mr. Naurang Shah from J&G Engineering.",
      "text_native": "Hello, Mr. Naurang Shah from J&G Engineering."
    },
    {
      "ucid": "21112178904490821",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 5.33,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178904490821",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.54,
      "end_s": 8.84,
      "text_en": "Naurang ji, Sudeep speaking from JSW One MSME, Jindal Steel.",
      "text_native": "नौरंग जी सुदीप बोल रहा हूं JSW One MSME से, जिंदल स्टील।"
    },
    {
      "ucid": "21112178904490821",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 12.5,
      "text_en": "Uh sir, call me back again, I am busy right now, I am on another call.",
      "text_native": "अह सर, मेरेको फिर फोन कीजिएगा, मैं बिजी हूं फिलहाल, दूसरा कॉल पे हूं।"
    },
    {
      "ucid": "21112178904490821",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.6,
      "end_s": 13.83,
      "text_en": "When can I call you sir?",
      "text_native": "When can I call you sir?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904490821",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Naurang ji, Sudeep speaking from JSW One MSME, Jindal Steel.",
      "comment": "The agent correctly introduced themself and, when the customer declined to speak, correctly asked for a callback time."
    },
    {
      "ucid": "21112178904490821",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could deliver the hook."
    },
    {
      "ucid": "21112178904490821",
      "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 the discovery phase could begin."
    },
    {
      "ucid": "21112178904490821",
      "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 any USPs could be pitched."
    },
    {
      "ucid": "21112178904490821",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could qualify for a requirement."
    },
    {
      "ucid": "21112178904490821",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "When can I call you sir?",
      "comment": "The agent attempted to set a next step, but the call ended before a specific, committed time was agreed upon."
    }
  ],
  "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": []
}