{
  "ucid": "21112178841218421",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 10:39:44",
  "end_time": "2026-09-03 10:40:51",
  "duration_sec": 67,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Call_back_later",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7b78e50cbea680d80353322e56cf446b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1168,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178841218421__DIA7b78e50cbea680d80353322e56cf446b.mp3",
  "audio_bytes": 144720,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 48.24,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?\n[7s] AGENT: Hello.\n[8s] AGENT: Hello?\n[9s] CUSTOMER: Yes, who is this?\n[10s] AGENT: My name is Varun. I'm calling from JSW One.\n[13s] CUSTOMER: Yes, sir?\n[14s] AGENT: So, actually I have called you regarding that uh that you have registered in our JSW One with Divine Line Private Limited.\n[19s] CUSTOMER: Yeah.\n[20s] AGENT: So I just-\n[20s] CUSTOMER: Actually I'm in outside. Can I call back?\n[22s] AGENT: Yeah, yeah, the-\n[23s] CUSTOMER: This number? 809?\n[25s] AGENT: No, no. I'll uh I'll text you on WhatsApp. You can just call back on the same number or else text me on WhatsApp.\n[30s] CUSTOMER: Yeah, okay, why not? Yeah. Thank you.\n[32s] AGENT: Right.\n[34s] UNKNOWN: down for",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise from a call center environment is present throughout the recording.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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:high",
  "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 asks to call back because they are busy, you must take control by proposing a specific day and time for the follow-up instead of leaving it open-ended.",
  "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 customer. The customer immediately stated they were outside and asked to call back. The agent agreed to the callback but failed to schedule a specific time, instead offering to text on WhatsApp and leaving the next step undefined.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"My name is Varun. I'm calling from JSW One. ... I have called you regarding that uh that you have registered in our JSW One with Divine Line Private Limited.\", \"comment\": \"agent provided a standard, non-pushy opener stating the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"customer interrupted the call before any verification questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"call did not progress to the discovery stage.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"call did not progress to the platform education stage.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"evidence\": \"I'll uh I'll text you on WhatsApp. You can just call back on the same number or else text me on WhatsApp.\", \"comment\": \"agent did not schedule a specific callback date, leaving the next step open-ended at the customer's discretion.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"call ended without one of the three required outcomes; no specific callback time was confirmed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to call back because they are busy, you must take control by proposing a specific day and time for the follow-up instead of leaving it open-ended.\", \"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 customer. The customer immediately stated they were outside and asked to call back. The agent agreed to the callback but failed to schedule a specific time, instead offering to text on WhatsApp and leaving the next step undefined.\"}",
  "error": null,
  "latency_ms": 30251,
  "input_tokens": 2884,
  "output_tokens": 684,
  "created_at": "2026-09-25 11:45:20",
  "sentiment": "positive",
  "sentiment_score": 0.44,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.662,
  "agent_talk_sec": 13.7,
  "customer_talk_sec": 7.0,
  "dead_air_sec": 46.3,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 280.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 1,
  "words_agent": 64,
  "words_customer": 26,
  "monologue_heavy": 0,
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    {
      "ucid": "21112178841218421",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.07,
      "end_s": 5.51,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178841218421",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 7.08,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178841218421",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 8.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178841218421",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.67,
      "end_s": 9.47,
      "text_en": "Yes, who is this?",
      "text_native": "Yes, who is this?"
    },
    {
      "ucid": "21112178841218421",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 11.98,
      "text_en": "My name is Varun. I'm calling from JSW One.",
      "text_native": "My name is Varun. I'm calling from JSW One."
    },
    {
      "ucid": "21112178841218421",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.52,
      "end_s": 13.08,
      "text_en": "Yes, sir?",
      "text_native": "Yes, sir?"
    },
    {
      "ucid": "21112178841218421",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.56,
      "end_s": 18.0,
      "text_en": "So, actually I have called you regarding that uh that you have registered in our JSW One with Divine Line Private Limited.",
      "text_native": "So, actually I have called you regarding that uh that you have registered in our JSW One with Divine Line Private Limited."
    },
    {
      "ucid": "21112178841218421",
      "idx": 7,
      "speaker": "customer",
      "start_s": 18.56,
      "end_s": 19.0,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178841218421",
      "idx": 8,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 19.8,
      "text_en": "So I just-",
      "text_native": "So I just-"
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    {
      "ucid": "21112178841218421",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 21.5,
      "text_en": "Actually I'm in outside. Can I call back?",
      "text_native": "Actually I'm in outside. Can I call back?"
    },
    {
      "ucid": "21112178841218421",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 22.8,
      "text_en": "Yeah, yeah, the-",
      "text_native": "Yeah, yeah, the-"
    },
    {
      "ucid": "21112178841218421",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 24.4,
      "text_en": "This number? 809?",
      "text_native": "This number? 809?"
    },
    {
      "ucid": "21112178841218421",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 29.4,
      "text_en": "No, no. I'll uh I'll text you on WhatsApp. You can just call back on the same number or else text me on WhatsApp.",
      "text_native": "No, no. I'll uh I'll text you on WhatsApp. You can just call back on the same number or else text me on WhatsApp."
    },
    {
      "ucid": "21112178841218421",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 31.5,
      "text_en": "Yeah, okay, why not? Yeah. Thank you.",
      "text_native": "Yeah, okay, why not? Yeah. Thank you."
    },
    {
      "ucid": "21112178841218421",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 32.5,
      "text_en": "Right.",
      "text_native": "Right."
    },
    {
      "ucid": "21112178841218421",
      "idx": 15,
      "speaker": "unknown",
      "start_s": 33.8,
      "end_s": 35.0,
      "text_en": "down for",
      "text_native": "down for"
    }
  ],
  "steps": [
    {
      "ucid": "21112178841218421",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "My name is Varun. I'm calling from JSW One. ... I have called you regarding that uh that you have registered in our JSW One with Divine Line Private Limited.",
      "comment": "agent provided a standard, non-pushy opener stating the reason for the call."
    },
    {
      "ucid": "21112178841218421",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "customer interrupted the call before any verification questions could be asked."
    },
    {
      "ucid": "21112178841218421",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "call did not progress to the discovery stage."
    },
    {
      "ucid": "21112178841218421",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "call did not progress to the platform education stage."
    },
    {
      "ucid": "21112178841218421",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll uh I'll text you on WhatsApp. You can just call back on the same number or else text me on WhatsApp.",
      "comment": "agent did not schedule a specific callback date, leaving the next step open-ended at the customer's discretion."
    },
    {
      "ucid": "21112178841218421",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "call ended without one of the three required outcomes; no specific callback time was confirmed."
    }
  ],
  "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": []
}