{
  "ucid": "34972178462590660",
  "call_date": "2026-07-21",
  "start_time": "2026-07-21 14:55:06",
  "end_time": "2026-07-21 14:55:49",
  "duration_sec": 43,
  "campaign": "IS_MFG_Integrated_Click_Jul26",
  "disposition": "Language_Barrier",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA56ed662b7b7561a7dc53bb47902cbc85.mp3",
  "dial_status": "",
  "customer_status": "answered",
  "agent_status": "answered",
  "hangup_by": "AgentHangup",
  "excel_row": 108,
  "is_test": 0,
  "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"1847\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"ca9f650ee9e62f64b71c9b5ae5f8e434/11816887626461844884\",\"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\":\"ओक ठीक।\",\"channel\":1,\"start\":0,\"end\":2.599875},{\"transcript\":\"हैल हैलो।\",\"channel\":0,\"start\":2.599875,\"end\":3.399875},{\"transcript\":\"ओक ओके।\",\"channel\":1,\"start\":2.799875,\"end\":4.199875},{\"transcript\":\"हैलो हैलो।\",\"channel\":0,\"start\":5.199875,\"end\":5.999875},{\"transcript\":\"हैलो हैलो।\",\"channel\":1,\"start\":5.199875,\"end\":7.999875},{\"transcript\":\"ज जैसए गुड आफ्टरनून ट्रैफ्िकल इसाड फ्रम ियर डब्ल्यू वॅन।\",\"channel\":0,\"start\":7.199875,\"end\":10.599875},{\"transcript\":\"हैल ओके।\",\"channel\":1,\"start\":10.799875,\"end\":13.599875},{\"transcript\":\"हा  सर।\",\"channel\":0,\"start\":13.599875,\"end\":14.589875},{\"transcript\":\"ह तत तो।\",\"channel\":1,\"start\":14.599875,\"end\":17.199875},{\"transcript\":\"हा हा।\",\"channel\":1,\"start\":18.599875,\"end\":19.199875},{\"transcript\":\"ओाहाँ।\",\"channel\":1,\"start\":20.399875,\"end\":21.189875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178462590660,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178462590660,\"CallDate\":\"2026-07-21\",\"StartTime\":\"2026-07-21 14:55:06\",\"EndTime\":\"2026-07-21 14:55:49\",\"CallDuration\":\"00:00:43\",\"CampaignName\":\"IS_MFG_Integrated_Click_Jul26\",\"Disposition\":\"Language_Barrier\",\"AgentName\":\"Kartikey Chauhan\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA56ed662b7b7561a7dc53bb47902cbc85.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-21\",\"CallStartTime\":\"2026-07-21 14:55:06\",\"CallEndTime\":\"2026-07-21 14:55:49\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}",
  "audio_path": "/data/audio/34972178462590660__DIA56ed662b7b7561a7dc53bb47902cbc85.mp3",
  "audio_bytes": 64800,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 11,
  "ingested_at": "2026-09-03 08:21:44.614582+00",
  "audio_secs": 21.6,
  "source_file": null,
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] AGENT: Uh good afternoon sir, Karthik here, calling from JSW One.\n[7s] CUSTOMER: Hello sir?   (ಹಲೋ ಸರ್?)\n[8s] CUSTOMER: Where are you speaking from?   (ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?)\n[10s] AGENT: Sir?\n[10s] CUSTOMER: Where are you speaking from?   (ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?)\n[12s] AGENT: Sir?\n[12s] CUSTOMER: Where are you speaking from?   (ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?)\n[13s] AGENT: Sir?\n[13s] CUSTOMER: Where are you speaking from?   (ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise (clanging sounds) on the customer's side, making it difficult for the speakers to hear each other.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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:low",
  "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": "When you encounter a language you don't understand, try asking 'Do you speak English or Hindi?' before giving up on the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 1,
  "geo_reason": "language_barrier",
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent attempted to open the call, but an immediate language barrier prevented any progress. The customer repeatedly asked a question in Kannada which the agent did not understand, leading to the call being disconnected without any business discussion.",
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  "error": null,
  "latency_ms": 17369,
  "input_tokens": 2747,
  "output_tokens": 643,
  "created_at": "2026-09-03 09:32:11",
  "sentiment": "negative",
  "sentiment_score": -0.245,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.432,
  "agent_talk_sec": 4.1,
  "customer_talk_sec": 5.4,
  "dead_air_sec": 33.5,
  "longest_monologue_sec": 3.0,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 14,
  "words_customer": 24,
  "monologue_heavy": 0,
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    {
      "ucid": "34972178462590660",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.34,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178462590660",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.43,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178462590660",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.82,
      "end_s": 3.22,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178462590660",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.54,
      "end_s": 6.5,
      "text_en": "Uh good afternoon sir, Karthik here, calling from JSW One.",
      "text_native": "Uh good afternoon sir, Karthik here, calling from JSW One."
    },
    {
      "ucid": "34972178462590660",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.62,
      "text_en": "Hello sir?",
      "text_native": "ಹಲೋ ಸರ್?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 5,
      "speaker": "customer",
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      "end_s": 9.8,
      "text_en": "Where are you speaking from?",
      "text_native": "ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 10.2,
      "text_en": "Sir?",
      "text_native": "Sir?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.2,
      "text_en": "Where are you speaking from?",
      "text_native": "ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 11.8,
      "text_en": "Sir?",
      "text_native": "Sir?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 12.8,
      "text_en": "Where are you speaking from?",
      "text_native": "ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 13.2,
      "text_en": "Sir?",
      "text_native": "Sir?"
    },
    {
      "ucid": "34972178462590660",
      "idx": 11,
      "speaker": "customer",
      "start_s": 13.3,
      "end_s": 14.2,
      "text_en": "Where are you speaking from?",
      "text_native": "ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇರೋದು?"
    }
  ],
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    {
      "ucid": "34972178462590660",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh good afternoon sir, Karthik here, calling from JSW One.",
      "comment": "The agent greeted and identified the company but did not ask for permission to speak, and the call ended before the opener could be completed."
    },
    {
      "ucid": "34972178462590660",
      "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 due to a language barrier before the agent could deliver the hook."
    },
    {
      "ucid": "34972178462590660",
      "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 call did not progress past the introduction."
    },
    {
      "ucid": "34972178462590660",
      "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."
    },
    {
      "ucid": "34972178462590660",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get to the qualification stage."
    },
    {
      "ucid": "34972178462590660",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No next step was discussed or committed."
    }
  ],
  "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": []
}