{
  "ucid": "21112178834772871",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:45:28",
  "end_time": "2026-09-02 16:46:08",
  "duration_sec": 40,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8397ad6efa75a17b4b166933af240940.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1213,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178834772871__DIA8397ad6efa75a17b4b166933af240940.mp3",
  "audio_bytes": 45792,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 15.264,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Hello.   (हॅलो.)\n[3s] AGENT: Yeah, good evening sir. I am Abdul calling from JSW One.   (Yeah, good evening sir. मैं अब्दुल बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: JSW?\n[7s] AGENT: I am calling from JSW.   (JSW से बात कर रहा हूं मैं।)\n[8s] CUSTOMER: I will call you in ten minutes.   (मैं आपको दस मिनट में फोन लगा रहा हूं।)\n[10s] AGENT: Okay sir, okay sir.   (ठीक है सर, ओके सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: There is some faint background chatter on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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 tries to deflect with a vague callback promise like 'I'll call you back', take control by proposing a specific time yourself to secure a firm next step.",
  "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 introduced himself from JSW One. The customer immediately deflected, stating they would call back in ten minutes. The agent accepted this and ended the call without gathering any information or securing a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, good evening sir. I am Abdul calling from JSW One.\", \"comment\": \"The agent provided a standard, professional opening before being cut off.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the agent could ask any profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the agent could begin the discovery process.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not have an opportunity to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement or schedule a specific callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not secure a specific next step, instead passively accepting the customer's brush-off.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer tries to deflect with a vague callback promise like 'I'll call you back', take control by proposing a specific time yourself to secure a firm next step.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": 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 introduced himself from JSW One. The customer immediately deflected, stating they would call back in ten minutes. The agent accepted this and ended the call without gathering any information or securing a concrete next step.\"}",
  "error": null,
  "latency_ms": 30741,
  "input_tokens": 2778,
  "output_tokens": 614,
  "created_at": "2026-09-25 11:47:19",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.624,
  "agent_talk_sec": 5.3,
  "customer_talk_sec": 3.2,
  "dead_air_sec": 31.5,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 237.7,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 0,
  "words_agent": 21,
  "words_customer": 10,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834772871",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 0.91,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178834772871",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 2.02,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178834772871",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.26,
      "end_s": 2.66,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178834772871",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.98,
      "end_s": 5.54,
      "text_en": "Yeah, good evening sir. I am Abdul calling from JSW One.",
      "text_native": "Yeah, good evening sir. मैं अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178834772871",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.86,
      "end_s": 6.36,
      "text_en": "JSW?",
      "text_native": "JSW?"
    },
    {
      "ucid": "21112178834772871",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.56,
      "end_s": 7.8,
      "text_en": "I am calling from JSW.",
      "text_native": "JSW से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178834772871",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.96,
      "end_s": 9.8,
      "text_en": "I will call you in ten minutes.",
      "text_native": "मैं आपको दस मिनट में फोन लगा रहा हूं।"
    },
    {
      "ucid": "21112178834772871",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.96,
      "end_s": 11.0,
      "text_en": "Okay sir, okay sir.",
      "text_native": "ठीक है सर, ओके सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178834772871",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yeah, good evening sir. I am Abdul calling from JSW One.",
      "comment": "The agent provided a standard, professional opening before being cut off."
    },
    {
      "ucid": "21112178834772871",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the agent could ask any profile verification questions."
    },
    {
      "ucid": "21112178834772871",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the agent could begin the discovery process."
    },
    {
      "ucid": "21112178834772871",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not have an opportunity to explain the platform."
    },
    {
      "ucid": "21112178834772871",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask about a current requirement or schedule a specific callback."
    },
    {
      "ucid": "21112178834772871",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not secure a specific next step, instead passively accepting the customer's brush-off."
    }
  ],
  "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": []
}