{
  "ucid": "21112178824604051",
  "call_date": "2026-09-01",
  "start_time": "2026-09-01 12:30:40",
  "end_time": "2026-09-01 12:31:26",
  "duration_sec": 46,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA064ebbc790b6bbf84f97dcaba11de2a3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1316,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178824604051__DIA064ebbc790b6bbf84f97dcaba11de2a3.mp3",
  "audio_bytes": 79056,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 26.352,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes, yes   (येस, येस)\n[2s] AGENT: I am speaking now, sir, from JSW.   (अभी बात कर रहा हूं सर JSW से।)\n[4s] CUSTOMER: Speak.   (बोलिए।)\n[5s] AGENT: Hello.   (हेलो।)\n[6s] CUSTOMER: Go on, speak.   (बोलिए ना।)\n[7s] AGENT: Yes sir, was yours finalized? I had called you for that.   (हां सर, जो फाइनल हुआ क्या आपका इसके लिए फोन किया था मैंने आपको।)\n[10s] CUSTOMER: No sir, I am getting the rate now. I will do it after the party arrives.   (नहीं सर, अभी रेट आ रहा है मुझे। पार्टी के आने के बाद करता हूं।)\n[12s] AGENT: Okay sir. When it comes, please remind me once, okay?   (ठीक है सर। आएगा तो फिर एक बार आप मुझे याद कीजिएगा, ठीक है?)\n[14s] CUSTOMER: Yes sir.   (येस सर।)\n[15s] AGENT: Okay okay sir, thank you sir.   (ओके ओके सर, थैंक यू सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some minor background chatter is present but does not affect transcription.",
  "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": "When a customer stalls, take ownership of the next step instead of asking them to call you back; for example, you could have offered to call them back in an hour to provide a competitive quote.",
  "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 to follow up on a requirement. The customer stated they were waiting for a rate and would decide after a 'party' arrives. The agent accepted this, asked the customer to call back later, and ended the call without any discovery or setting a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not reference the platform submission, instead asking a vague question about finalization.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to revalidate any of the required fields like product, quantity, or location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not set a next step, instead asking the customer to call back.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay okay sir, thank you sir.\", \"comment\": \"The agent did not pitch any products, thus avoiding unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer stalls, take ownership of the next step instead of asking them to call you back; for example, you could have offered to call them back in an hour to provide a competitive quote.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No sir, I am getting the rate now. I will do it after the party arrives.\", \"response\": \"Okay sir. When it comes, please remind me once, okay?\"}], \"call_summary\": \"The agent called to follow up on a requirement. The customer stated they were waiting for a rate and would decide after a 'party' arrives. The agent accepted this, asked the customer to call back later, and ended the call without any discovery or setting a concrete next step.\"}",
  "error": null,
  "latency_ms": 36689,
  "input_tokens": 2895,
  "output_tokens": 698,
  "created_at": "2026-09-25 11:52:09",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.664,
  "agent_talk_sec": 9.7,
  "customer_talk_sec": 4.9,
  "dead_air_sec": 31.4,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 222.7,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 36,
  "words_customer": 25,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178824604051",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178824604051",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.19,
      "end_s": 1.59,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178824604051",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.3,
      "text_en": "Yes, yes",
      "text_native": "येस, येस"
    },
    {
      "ucid": "21112178824604051",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.46,
      "end_s": 4.2,
      "text_en": "I am speaking now, sir, from JSW.",
      "text_native": "अभी बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 4.8,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 5.4,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 7.0,
      "text_en": "Go on, speak.",
      "text_native": "बोलिए ना।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 9.5,
      "text_en": "Yes sir, was yours finalized? I had called you for that.",
      "text_native": "हां सर, जो फाइनल हुआ क्या आपका इसके लिए फोन किया था मैंने आपको।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 12.0,
      "text_en": "No sir, I am getting the rate now. I will do it after the party arrives.",
      "text_native": "नहीं सर, अभी रेट आ रहा है मुझे। पार्टी के आने के बाद करता हूं।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 14.2,
      "text_en": "Okay sir. When it comes, please remind me once, okay?",
      "text_native": "ठीक है सर। आएगा तो फिर एक बार आप मुझे याद कीजिएगा, ठीक है?"
    },
    {
      "ucid": "21112178824604051",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 15.0,
      "text_en": "Yes sir.",
      "text_native": "येस सर।"
    },
    {
      "ucid": "21112178824604051",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 17.8,
      "text_en": "Okay okay sir, thank you sir.",
      "text_native": "ओके ओके सर, थैंक यू सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178824604051",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not reference the platform submission, instead asking a vague question about finalization."
    },
    {
      "ucid": "21112178824604051",
      "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 of the required fields like product, quantity, or location."
    },
    {
      "ucid": "21112178824604051",
      "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 to understand the customer's business or needs."
    },
    {
      "ucid": "21112178824604051",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not set a next step, instead asking the customer to call back."
    },
    {
      "ucid": "21112178824604051",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay okay sir, thank you sir.",
      "comment": "The agent did not pitch any products, thus avoiding unnecessary re-pitching."
    }
  ],
  "objections": [
    {
      "ucid": "21112178824604051",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "No sir, I am getting the rate now. I will do it after the party arrives.",
      "response": "Okay sir. When it comes, please remind me once, okay?"
    }
  ],
  "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": []
}