{
  "ucid": "21112178833897041",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 14:19:30",
  "end_time": "2026-09-02 14:20:10",
  "duration_sec": 40,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Call_back_later",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb85f2cbda634db3ceb3b9ea37c202940.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1289,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178833897041__DIAb85f2cbda634db3ceb3b9ea37c202940.mp3",
  "audio_bytes": 63288,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 21.096,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Uh hello, am I speaking with Akash Chaudhary ji?   (अह हॅलो, आकाश चौधरी जी से बात हो रही है?)\n[4s] CUSTOMER: Yes, who is speaking?   (हां, कौन बात कर रहे हो?)\n[5s] AGENT: Yes, this is Ronak Mehta calling from JSW One. You have registered a new account with us under the name New Buyer.   (जी, रौनक मेहता बात कर रहा हूं JSW One से। आपने हमारे साथ में new account register किया है New Buyer के नाम से।)\n[10s] CUSTOMER: Right now I am in a meeting, I will call you later, okay?   (अभी फिलहाल meeting में हूं, मैं आपसे बाद में call करता हूं, ठीक है?)\n[12s] AGENT: I will ping you on WhatsApp, don't worry.   (मैं आपको ping करता हूं WhatsApp पे, don't worry.)\n[14s] CUSTOMER: Yeah, okay, okay.   (Yeah, ठीक है, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly lower in volume but the conversation is fully intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer says they're busy, counter the brush-off by asking for a specific time to call back, like 'Is 4 PM better?' instead of a vague 'I'll ping you'.",
  "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 a newly registered user. The customer immediately stated they were in a meeting and would call back later. The agent did not attempt discovery and ended the call by offering to send a WhatsApp message. No business information was gathered.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, this is Ronak Mehta calling from JSW One. You have registered a new account with us under the name New Buyer.\", \"comment\": \"The agent provided a warm, contextual opening without being pushy.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"am I speaking with Akash Chaudhary ji?\", \"comment\": \"The agent only verified the customer's name before the customer cut the call short. This is below the threshold of 2 questions for a 'partial' score.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will ping you on WhatsApp, don't worry.\", \"comment\": \"The agent did not ask about a current requirement or schedule a specific callback date, instead offering a vague 'ping on WhatsApp'.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will ping you on WhatsApp, don't worry.\", \"comment\": \"The call did not end with a quote, a scheduled walkthrough, or a specific callback time confirmed in the CRM.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they're busy, counter the brush-off by asking for a specific time to call back, like 'Is 4 PM better?' instead of a vague 'I'll ping you'.\", \"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 called a newly registered user. The customer immediately stated they were in a meeting and would call back later. The agent did not attempt discovery and ended the call by offering to send a WhatsApp message. No business information was gathered.\"}",
  "error": null,
  "latency_ms": 24225,
  "input_tokens": 2849,
  "output_tokens": 746,
  "created_at": "2026-09-25 11:50:50",
  "sentiment": "neutral",
  "sentiment_score": -0.027,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 4,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.626,
  "agent_talk_sec": 8.2,
  "customer_talk_sec": 4.9,
  "dead_air_sec": 26.9,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 285.4,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 39,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178833897041",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.01,
      "end_s": 1.41,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178833897041",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 3.6,
      "text_en": "Uh hello, am I speaking with Akash Chaudhary ji?",
      "text_native": "अह हॅलो, आकाश चौधरी जी से बात हो रही है?"
    },
    {
      "ucid": "21112178833897041",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.81,
      "end_s": 4.7,
      "text_en": "Yes, who is speaking?",
      "text_native": "हां, कौन बात कर रहे हो?"
    },
    {
      "ucid": "21112178833897041",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.91,
      "end_s": 9.46,
      "text_en": "Yes, this is Ronak Mehta calling from JSW One. You have registered a new account with us under the name New Buyer.",
      "text_native": "जी, रौनक मेहता बात कर रहा हूं JSW One से। आपने हमारे साथ में new account register किया है New Buyer के नाम से।"
    },
    {
      "ucid": "21112178833897041",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.56,
      "end_s": 12.1,
      "text_en": "Right now I am in a meeting, I will call you later, okay?",
      "text_native": "अभी फिलहाल meeting में हूं, मैं आपसे बाद में call करता हूं, ठीक है?"
    },
    {
      "ucid": "21112178833897041",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 14.0,
      "text_en": "I will ping you on WhatsApp, don't worry.",
      "text_native": "मैं आपको ping करता हूं WhatsApp पे, don't worry."
    },
    {
      "ucid": "21112178833897041",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 15.1,
      "text_en": "Yeah, okay, okay.",
      "text_native": "Yeah, ठीक है, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178833897041",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes, this is Ronak Mehta calling from JSW One. You have registered a new account with us under the name New Buyer.",
      "comment": "The agent provided a warm, contextual opening without being pushy."
    },
    {
      "ucid": "21112178833897041",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "am I speaking with Akash Chaudhary ji?",
      "comment": "The agent only verified the customer's name before the customer cut the call short. This is below the threshold of 2 questions for a 'partial' score."
    },
    {
      "ucid": "21112178833897041",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before any discovery questions could be asked."
    },
    {
      "ucid": "21112178833897041",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent had a chance to explain the platform."
    },
    {
      "ucid": "21112178833897041",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will ping you on WhatsApp, don't worry.",
      "comment": "The agent did not ask about a current requirement or schedule a specific callback date, instead offering a vague 'ping on WhatsApp'."
    },
    {
      "ucid": "21112178833897041",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will ping you on WhatsApp, don't worry.",
      "comment": "The call did not end with a quote, a scheduled walkthrough, or a specific callback time confirmed in the CRM."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}