{
  "ucid": "34972178530786572",
  "call_date": "2026-07-29",
  "start_time": "2026-07-29 12:21:05",
  "end_time": "2026-07-29 12:21:57",
  "duration_sec": 52,
  "campaign": "IS_MFG_CR_GI_Coated_Opp_Jul26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc995d6f139acdbfb09812f12fac75d67.mp3",
  "dial_status": "",
  "customer_status": "answered",
  "agent_status": "answered",
  "hangup_by": "AgentHangup",
  "excel_row": 217,
  "is_test": 0,
  "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"1542\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"923905c5c014f0da27d14bba512db4d9/2404507924889268305\",\"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\":\"હાલો\",\"channel\":1,\"start\":0.999875,\"end\":1.799875},{\"transcript\":\"હાલો\",\"channel\":0,\"start\":2.199875,\"end\":3.199875},{\"transcript\":\"હબોલો\",\"channel\":1,\"start\":3.999875,\"end\":4.799875},{\"transcript\":\"જેપટેલમારી\",\"channel\":0,\"start\":5.199875,\"end\":8.999875},{\"transcript\":\"બર\",\"channel\":1,\"start\":7.999875,\"end\":10.399875},{\"transcript\":\"રિકવારેંટીઆર જીપીએચમા\",\"channel\":0,\"start\":10.999875,\"end\":14.799875},{\"transcript\":\"માં ત\",\"channel\":1,\"start\":15.199875,\"end\":16.399875},{\"transcript\":\"હોય તો પ્લી જણો\",\"channel\":0,\"start\":17.599875,\"end\":19.999875},{\"transcript\":\"પ\",\"channel\":1,\"start\":20.199875,\"end\":20.789875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178530786572,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178530786572,\"CallDate\":\"2026-07-29\",\"StartTime\":\"2026-07-29 12:21:05\",\"EndTime\":\"2026-07-29 12:21:57\",\"CallDuration\":\"00:00:52\",\"CampaignName\":\"IS_MFG_CR_GI_Coated_Opp_Jul26\",\"Disposition\":\"No_requirement\",\"AgentName\":\"dhruv\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc995d6f139acdbfb09812f12fac75d67.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-29\",\"CallStartTime\":\"2026-07-29 12:21:05\",\"CallEndTime\":\"2026-07-29 12:21:57\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}",
  "audio_path": "/data/audio/34972178530786572__DIAc995d6f139acdbfb09812f12fac75d67.mp3",
  "audio_bytes": 71280,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 9,
  "ingested_at": "2026-09-03 08:21:44.614582+00",
  "audio_secs": 23.76,
  "source_file": null,
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (હેલો)\n[2s] AGENT: Hello   (હેલો)\n[3s] CUSTOMER: Yes, speak.   (હા બોલો)\n[4s] AGENT: Sir, I am calling from JSW One. Can I speak to someone at Patel Texnofab?   (સર JSW One થી વાત કરું છું. પટેલ ટેક્સનોફેબ માં વાત થાય મારી?)\n[8s] CUSTOMER: Yes, speak.   (હા બોલો)\n[9s] AGENT: Do you have any requirement for CR, GP, HR sheets right now?   (કઈ છે અત્યારે રિક્વાયરમેન્ટ CR, GP, HR શીટ્સ માં?)\n[12s] CUSTOMER: No, nothing right now.   (ના, અત્યારે કઈ નથી.)\n[14s] AGENT: Done. Okay. If there is anything, please let me know.   (ડન છે. ઠીક છે. કઈ હોય તો પ્લીઝ જણાવજો.)\n[17s] CUSTOMER: Yes.   (હા)\n[18s] AGENT: Okay, thank you.   (ઓકે, થેન્ક યુ.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": 0.0,
  "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\", \"CL5 No unnecessary re-pitching\"]",
  "pitch_coaching_note": "You treated this inbound lead like a cold call. Always start by acknowledging the customer's online submission to show you have their details and are calling to help.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a lead from the platform but did not acknowledge the customer's submission. Instead, the agent asked a generic prospecting question. The customer stated they had no current requirement, and the agent immediately ended the call without exploring the original inquiry.",
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  "latency_ms": 23363,
  "input_tokens": 2870,
  "output_tokens": 653,
  "created_at": "2026-09-03 09:46:18",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.775,
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  "customer_talk_sec": 3.1,
  "dead_air_sec": 38.2,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 229.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 41,
  "words_customer": 10,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "34972178530786572",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.07,
      "end_s": 1.57,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178530786572",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.86,
      "end_s": 2.36,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178530786572",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.89,
      "end_s": 3.44,
      "text_en": "Yes, speak.",
      "text_native": "હા બોલો"
    },
    {
      "ucid": "34972178530786572",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.86,
      "end_s": 7.5,
      "text_en": "Sir, I am calling from JSW One. Can I speak to someone at Patel Texnofab?",
      "text_native": "સર JSW One થી વાત કરું છું. પટેલ ટેક્સનોફેબ માં વાત થાય મારી?"
    },
    {
      "ucid": "34972178530786572",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.9,
      "end_s": 8.44,
      "text_en": "Yes, speak.",
      "text_native": "હા બોલો"
    },
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      "ucid": "34972178530786572",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.68,
      "end_s": 11.8,
      "text_en": "Do you have any requirement for CR, GP, HR sheets right now?",
      "text_native": "કઈ છે અત્યારે રિક્વાયરમેન્ટ CR, GP, HR શીટ્સ માં?"
    },
    {
      "ucid": "34972178530786572",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.23,
      "end_s": 13.43,
      "text_en": "No, nothing right now.",
      "text_native": "ના, અત્યારે કઈ નથી."
    },
    {
      "ucid": "34972178530786572",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.98,
      "end_s": 16.5,
      "text_en": "Done. Okay. If there is anything, please let me know.",
      "text_native": "ડન છે. ઠીક છે. કઈ હોય તો પ્લીઝ જણાવજો."
    },
    {
      "ucid": "34972178530786572",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.86,
      "end_s": 17.2,
      "text_en": "Yes.",
      "text_native": "હા"
    },
    {
      "ucid": "34972178530786572",
      "idx": 9,
      "speaker": "agent",
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      "end_s": 18.44,
      "text_en": "Okay, thank you.",
      "text_native": "ઓકે, થેન્ક યુ."
    }
  ],
  "steps": [
    {
      "ucid": "34972178530786572",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for CR, GP, HR sheets right now?",
      "comment": "The agent did not acknowledge the customer's platform submission and instead opened with a generic prospecting question."
    },
    {
      "ucid": "34972178530786572",
      "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 read back or revalidate any of the details from the customer's online submission."
    },
    {
      "ucid": "34972178530786572",
      "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 about the customer's business, application, or procurement habits."
    },
    {
      "ucid": "34972178530786572",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Done. Okay. If there is anything, please let me know.",
      "comment": "The agent accepted the customer's 'no requirement' statement without attempting to provide a price or timeline based on the original submission."
    },
    {
      "ucid": "34972178530786572",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch anything, so while they didn't 're-pitch', they failed to follow the customer-led script at all."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline",
    "CL5 No unnecessary re-pitching"
  ],
  "objection_phrases_list": []
}