{
  "ucid": "34972178298598732",
  "call_date": "2026-07-02",
  "start_time": "2026-07-02 15:23:07",
  "end_time": "2026-07-02 15:23:52",
  "duration_sec": 45,
  "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26",
  "disposition": "General Enquiry",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6ab9ca4cdcbb750d5db32941b2adc5fd.mp3",
  "dial_status": "",
  "customer_status": "answered",
  "agent_status": "answered",
  "hangup_by": "UserHangup",
  "excel_row": 31,
  "is_test": 0,
  "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"1395\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"b1297ad0d46fb1a2055b38a55fda8acb/3052746482512067872\",\"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\":\"હૈલો\",\"channel\":1,\"start\":1.599875,\"end\":2.399875},{\"transcript\":\"હ\",\"channel\":0,\"start\":2.999875,\"end\":6.799875},{\"transcript\":\"હા ા બોલો\",\"channel\":1,\"start\":6.999875,\"end\":8.199875},{\"transcript\":\"આપણે શકી\",\"channel\":0,\"start\":8.399875,\"end\":14.199875},{\"transcript\":\"નથી આવે ક\",\"channel\":1,\"start\":13.999875,\"end\":16.799875},{\"transcript\":\"આ\",\"channel\":0,\"start\":17.199875,\"end\":21.399875},{\"transcript\":\"હ\",\"channel\":1,\"start\":20.999875,\"end\":22.189875},{\"transcript\":\"ગ્રે\",\"channel\":0,\"start\":22.599875,\"end\":24.189875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178298598732,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178298598732,\"CallDate\":\"2026-07-02\",\"StartTime\":\"2026-07-02 15:23:07\",\"EndTime\":\"2026-07-02 15:23:52\",\"CallDuration\":\"00:00:45\",\"CampaignName\":\"IS_MFG_HR_HRPO_PM_Opp_Jul26\",\"Disposition\":\"General Enquiry\",\"AgentName\":\"ankit mistry\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"UserHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6ab9ca4cdcbb750d5db32941b2adc5fd.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-02\",\"CallStartTime\":\"2026-07-02 15:23:07\",\"CallEndTime\":\"2026-07-02 15:23:52\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}",
  "audio_path": "/data/audio/34972178298598732__DIA6ab9ca4cdcbb750d5db32941b2adc5fd.mp3",
  "audio_bytes": 79920,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 8,
  "ingested_at": "2026-09-03 08:21:44.614582+00",
  "audio_secs": 26.64,
  "source_file": null,
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (હેલો?)\n[1s] AGENT: Hello.   (હેલો.)\n[1s] AGENT: Am I speaking with Milinbhai? Ankit speaking from JSW Market. How are you?   (મિલિનભાઈ વાત કરું છું? અંકિત વાત કરું છું JSW માર્કેટ. કેમ છો?)\n[4s] CUSTOMER: Yes, I'm fine. Tell me.   (હા, મજામાં. બોલો.)\n[5s] AGENT: Great. Okay Milinbhai, we couldn't process your inquiry last month. So is there any requirement from your end this month?   (ગ્રેટ. અચ્છા મિલિનભાઈ, આપણે લાસ્ટ મંથ તો આપણી ઇન્ક્વાયરી થઈ નથી શકી. તો આ મહિનામાં કઈ છે રિક્વાયરમેન્ટ તમારી એન્ડથી?)\n[9s] CUSTOMER: It hasn't come yet. I will send it to you when it comes.   (હજી આવી નથી. આવે એટલે હું મોકલી આપું તમને.)\n[11s] AGENT: Okay. Done, done. No problem. Send it to me on WhatsApp whenever your inquiry comes. Okay?   (અચ્છા. ડન છે ડન છે. વાંધો નહિ. મને WhatsApp પર મને મોકલી આપજો જેવી તમારી ઇન્ક્વાયરી આવે ત્યારે. ઓકે?)\n[15s] CUSTOMER: Yes, sure.   (હા, ચોક્કસ.)\n[16s] AGENT: Great. Great. Thank you.   (ગ્રેટ. ગ્રેટ. થેન્ક યુ.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: Some background office chatter is audible but does not interfere with the main conversation.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": "When a customer has no immediate need, try asking one discovery question about their business (e.g., 'What do you manufacture?') to better prepare for their future requirement.",
  "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 followed up on a failed inquiry from the previous month. The customer confirmed they have no new requirement at present but promised to send it via WhatsApp when it arises. The agent acknowledged this and ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent is following up on a past inquiry, not acknowledging a new platform submission as required by the pitch.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer stated they have no current requirement, so no validation questions were asked.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before discovery could be attempted as the customer had no immediate need.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No requirement was discussed, so no price or timeline could be committed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Send it to me on WhatsApp whenever your inquiry comes.\", \"comment\": \"The agent correctly avoided pitching as the customer had no current requirement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, try asking one discovery question about their business (e.g., 'What do you manufacture?') to better prepare for their future requirement.\", \"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 followed up on a failed inquiry from the previous month. The customer confirmed they have no new requirement at present but promised to send it via WhatsApp when it arises. The agent acknowledged this and ended the call.\"}",
  "error": null,
  "latency_ms": 30575,
  "input_tokens": 2969,
  "output_tokens": 597,
  "created_at": "2026-09-03 09:25:10",
  "sentiment": "positive",
  "sentiment_score": 0.347,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.728,
  "agent_talk_sec": 11.8,
  "customer_talk_sec": 4.4,
  "dead_air_sec": 28.8,
  "longest_monologue_sec": 3.9,
  "agent_wpm": 274.6,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 4,
  "discovery_qs": 4,
  "words_agent": 54,
  "words_customer": 21,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "34972178298598732",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.41,
      "end_s": 0.87,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "34972178298598732",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.07,
      "end_s": 1.41,
      "text_en": "Hello.",
      "text_native": "હેલો."
    },
    {
      "ucid": "34972178298598732",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.41,
      "end_s": 3.99,
      "text_en": "Am I speaking with Milinbhai? Ankit speaking from JSW Market. How are you?",
      "text_native": "મિલિનભાઈ વાત કરું છું? અંકિત વાત કરું છું JSW માર્કેટ. કેમ છો?"
    },
    {
      "ucid": "34972178298598732",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.07,
      "end_s": 5.0,
      "text_en": "Yes, I'm fine. Tell me.",
      "text_native": "હા, મજામાં. બોલો."
    },
    {
      "ucid": "34972178298598732",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.08,
      "end_s": 9.0,
      "text_en": "Great. Okay Milinbhai, we couldn't process your inquiry last month. So is there any requirement from your end this month?",
      "text_native": "ગ્રેટ. અચ્છા મિલિનભાઈ, આપણે લાસ્ટ મંથ તો આપણી ઇન્ક્વાયરી થઈ નથી શકી. તો આ મહિનામાં કઈ છે રિક્વાયરમેન્ટ તમારી એન્ડથી?"
    },
    {
      "ucid": "34972178298598732",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 11.2,
      "text_en": "It hasn't come yet. I will send it to you when it comes.",
      "text_native": "હજી આવી નથી. આવે એટલે હું મોકલી આપું તમને."
    },
    {
      "ucid": "34972178298598732",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 15.0,
      "text_en": "Okay. Done, done. No problem. Send it to me on WhatsApp whenever your inquiry comes. Okay?",
      "text_native": "અચ્છા. ડન છે ડન છે. વાંધો નહિ. મને WhatsApp પર મને મોકલી આપજો જેવી તમારી ઇન્ક્વાયરી આવે ત્યારે. ઓકે?"
    },
    {
      "ucid": "34972178298598732",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.0,
      "end_s": 15.8,
      "text_en": "Yes, sure.",
      "text_native": "હા, ચોક્કસ."
    },
    {
      "ucid": "34972178298598732",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.0,
      "end_s": 17.2,
      "text_en": "Great. Great. Thank you.",
      "text_native": "ગ્રેટ. ગ્રેટ. થેન્ક યુ."
    }
  ],
  "steps": [
    {
      "ucid": "34972178298598732",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent is following up on a past inquiry, not acknowledging a new platform submission as required by the pitch."
    },
    {
      "ucid": "34972178298598732",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer stated they have no current requirement, so no validation questions were asked."
    },
    {
      "ucid": "34972178298598732",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before discovery could be attempted as the customer had no immediate need."
    },
    {
      "ucid": "34972178298598732",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No requirement was discussed, so no price or timeline could be committed."
    },
    {
      "ucid": "34972178298598732",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Send it to me on WhatsApp whenever your inquiry comes.",
      "comment": "The agent correctly avoided pitching as the customer had no current requirement."
    }
  ],
  "objections": [],
  "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": []
}