{
  "ucid": "34972178291007470",
  "call_date": "2026-07-01",
  "start_time": "2026-07-01 18:17:54",
  "end_time": "2026-07-01 18:18:39",
  "duration_sec": 45,
  "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26",
  "disposition": "Language_Barrier",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9f923c9208ef25b24d11d6cbb9d0a145.mp3",
  "dial_status": "",
  "customer_status": "answered",
  "agent_status": "answered",
  "hangup_by": "AgentHangup",
  "excel_row": 13,
  "is_test": 0,
  "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"2352\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"5e8d0356257f8cc97cf5bfafe6dfd6d9/2009824449358924561\",\"x-forwarded-proto\":\"https\",\"via\":\"1.1 google\",\"x-forwarded-for\":\"3.111.26.194,34.8.227.186\"},\"params\":{},\"query\":{},\"body\":{\"conversation\":{\"turnwise\":[{\"transcript\":\"जीी। ।\",\"channel\":1,\"start\":0,\"end\":0.399875},{\"transcript\":\"ह।\",\"channel\":1,\"start\":3.599875,\"end\":4.199875},{\"transcript\":\"हैलो हैो\",\"channel\":0,\"start\":6.399875,\"end\":7.799875},{\"transcript\":\"हाँ हाँ बोलो।\",\"channel\":1,\"start\":7.799875,\"end\":8.799875},{\"transcript\":\"जी  ेन।\",\"channel\":0,\"start\":8.799875,\"end\":11.399875},{\"transcript\":\"हाँ हाँ बोलो।\",\"channel\":1,\"start\":10.599875,\"end\":11.399875},{\"transcript\":\"सर सर नमस्का नमस्कार द्रु शर्मा बोलता हूँ कीस डब्ल्यू वॅन एंर पेम से।\",\"channel\":0,\"start\":11.799875,\"end\":16.799875},{\"transcript\":\"हाँ बोलिए।\",\"channel\":1,\"start\":16.799875,\"end\":17.799875},{\"transcript\":\"ठी कुछ रेक्विरेमेंट है शीट मटरू वगैरहर में ीक है।\",\"channel\":0,\"start\":18.199875,\"end\":22.199875},{\"transcript\":\"न एक फिलहाल बो नहीं है।\",\"channel\":1,\"start\":21.999875,\"end\":23.599875},{\"transcript\":\"कुछ कुछ आता है तो बताइए।\",\"channel\":0,\"start\":23.799875,\"end\":26.199875},{\"transcript\":\"हाँ हाँ बताता हूँ।\",\"channel\":1,\"start\":27.199875,\"end\":28.199875},{\"transcript\":\"ओक ओके सके।\",\"channel\":0,\"start\":28.599875,\"end\":29.989875},{\"transcript\":\"हा हाँ।\",\"channel\":1,\"start\":29.399875,\"end\":29.989875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178291007470,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178291007470,\"CallDate\":\"2026-07-01\",\"StartTime\":\"2026-07-01 18:17:54\",\"EndTime\":\"2026-07-01 18:18:39\",\"CallDuration\":\"00:00:45\",\"CampaignName\":\"IS_MFG_HR_HRPO_PM_Opp_Jul26\",\"Disposition\":\"Language_Barrier\",\"AgentName\":\"dhruv\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9f923c9208ef25b24d11d6cbb9d0a145.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-01\",\"CallStartTime\":\"2026-07-01 18:17:54\",\"CallEndTime\":\"2026-07-01 18:18:39\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}",
  "audio_path": "/data/audio/34972178291007470__DIA9f923c9208ef25b24d11d6cbb9d0a145.mp3",
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  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 14,
  "ingested_at": "2026-09-03 08:21:44.614582+00",
  "audio_secs": 32.688,
  "source_file": null,
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello?   (हॅलो?)\n[4s] AGENT: Hello?   (हॅलो?)\n[4s] CUSTOMER: Yes, speak.   (हां, बोलो।)\n[4s] AGENT: Karan Singh?   (करन सिंह?)\n[5s] CUSTOMER: Yes, speak.   (हां, बोलो।)\n[6s] AGENT: Sir, hello, greetings. I am Dhruv Sharma calling from JSW One MSME.   (सर नमस्ते, नमस्कार। ध्रुव शर्मा बोलता हूं JSW One MSME से।)\n[9s] CUSTOMER: Yes, speak.   (हां, बोलिए।)\n[9s] AGENT: Sir, do you have any requirement for sheet material etc.?   (सर कुछ रिक्वायरमेंट है शीट मटेरियल वगेरा में?)\n[12s] CUSTOMER: No, not at the moment.   (नहीं, फिलहाल तो नहीं है।)\n[13s] AGENT: If anything comes up, please let me know, sir.   (कुछ आता है तो बताइए सर।)\n[15s] CUSTOMER: Yes, I will let you know.   (हां, बताता हूं।)\n[16s] AGENT: Okay, sir.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise on the customer's side, but the conversation is intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "For a customer-led call, you must acknowledge their platform submission upfront; asking 'do you have a requirement?' makes it sound like a cold call and ignores the effort they've already made.",
  "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 called regarding a platform submission but opened with a generic 'do you have a requirement?' question. The customer stated they had no requirement at the moment, and the agent ended the call after a brief closing.",
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  "latency_ms": 23443,
  "input_tokens": 2876,
  "output_tokens": 623,
  "created_at": "2026-09-03 09:23:07",
  "sentiment": "negative",
  "sentiment_score": -0.5,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.658,
  "agent_talk_sec": 7.5,
  "customer_talk_sec": 3.9,
  "dead_air_sec": 33.6,
  "longest_monologue_sec": 2.8,
  "agent_wpm": 288.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 3,
  "words_agent": 36,
  "words_customer": 18,
  "monologue_heavy": 0,
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    {
      "ucid": "34972178291007470",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.61,
      "end_s": 3.21,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "34972178291007470",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 3.9,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "34972178291007470",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.36,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलो।"
    },
    {
      "ucid": "34972178291007470",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.44,
      "end_s": 5.04,
      "text_en": "Karan Singh?",
      "text_native": "करन सिंह?"
    },
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      "ucid": "34972178291007470",
      "idx": 4,
      "speaker": "customer",
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      "end_s": 5.6,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलो।"
    },
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      "ucid": "34972178291007470",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 8.48,
      "text_en": "Sir, hello, greetings. I am Dhruv Sharma calling from JSW One MSME.",
      "text_native": "सर नमस्ते, नमस्कार। ध्रुव शर्मा बोलता हूं JSW One MSME से।"
    },
    {
      "ucid": "34972178291007470",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.7,
      "end_s": 9.32,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "34972178291007470",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.4,
      "end_s": 11.26,
      "text_en": "Sir, do you have any requirement for sheet material etc.?",
      "text_native": "सर कुछ रिक्वायरमेंट है शीट मटेरियल वगेरा में?"
    },
    {
      "ucid": "34972178291007470",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.8,
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      "text_en": "No, not at the moment.",
      "text_native": "नहीं, फिलहाल तो नहीं है।"
    },
    {
      "ucid": "34972178291007470",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.3,
      "end_s": 14.36,
      "text_en": "If anything comes up, please let me know, sir.",
      "text_native": "कुछ आता है तो बताइए सर।"
    },
    {
      "ucid": "34972178291007470",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.76,
      "end_s": 15.46,
      "text_en": "Yes, I will let you know.",
      "text_native": "हां, बताता हूं।"
    },
    {
      "ucid": "34972178291007470",
      "idx": 11,
      "speaker": "agent",
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      "end_s": 16.48,
      "text_en": "Okay, sir.",
      "text_native": "Okay, sir."
    }
  ],
  "steps": [
    {
      "ucid": "34972178291007470",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for sheet material etc.?",
      "comment": "The agent opened with a generic cold-call question instead of acknowledging the customer's platform submission."
    },
    {
      "ucid": "34972178291007470",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not attempt to revalidate any details from the customer's submission as the call ended prematurely."
    },
    {
      "ucid": "34972178291007470",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked after the customer denied having a current requirement."
    },
    {
      "ucid": "34972178291007470",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to a point where pricing or closure could be discussed."
    },
    {
      "ucid": "34972178291007470",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "If anything comes up, please let me know, sir.",
      "comment": "The agent did not pitch any products, thus avoiding an unnecessary re-pitch."
    }
  ],
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  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}