{
  "ucid": "21112178841235851",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 10:42:38",
  "end_time": "2026-09-03 10:43:24",
  "duration_sec": 46,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Language_Barrier",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb7cd5b67bf2f9759abf47dbdbfc03dca.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1167,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178841235851__DIAb7cd5b67bf2f9759abf47dbdbfc03dca.mp3",
  "audio_bytes": 104328,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 34.776,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?\n[3s] AGENT: Hello?\n[4s] CUSTOMER: Yes, speak.   (जी बोलिए।)\n[5s] AGENT: Hello?\n[6s] AGENT: Hello, uh good morning, sir.\n[7s] CUSTOMER: Good morning.\n[8s] AGENT: Sir, is this uh RJ Enterprises?\n[10s] CUSTOMER: Yes yes yes, tell me.   (जी जी जी, बोलो ना।)\n[12s] AGENT: Okay, are you comfortable with English sir or any other language you want to speak?\n[15s] CUSTOMER: I'm comfortable in Hindi.\n[16s] AGENT: In Hindi, okay.\n[18s] AGENT: Our respective team, they will speak to you in Hindi.\n[20s] CUSTOMER: Okay.\n[21s] AGENT: Yeah. Thank you.",
  "language": "English",
  "languages": "[\"English\", \"Hindi\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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 prefers a language you cannot speak, transfer them to the correct team or schedule a specific callback time for that team, rather than ending the call abruptly.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "geo_flag": 1,
  "geo_reason": "language_barrier",
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent confirmed the company name, and the customer stated a preference for speaking in Hindi. The agent, unable to proceed in Hindi, informed the customer that a different team would call them back and then ended the call without any discovery.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, uh good morning, sir.\", \"comment\": \"Agent provided a standard polite opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Sir, is this uh RJ Enterprises?\", \"comment\": \"Only confirmed the company name (1/4 questions) before the call was terminated due to language.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Call ended before any discovery questions were asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education was provided as the call was cut short.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No current requirement was identified or future callback scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Our respective team, they will speak to you in Hindi.\", \"comment\": \"Call ended with a handover, not one of the three required closure outcomes (quote, specific callback, walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer prefers a language you cannot speak, transfer them to the correct team or schedule a specific callback time for that team, rather than ending the call abruptly.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"geo_flag\": true, \"geo_reason\": \"language_barrier\", \"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 confirmed the company name, and the customer stated a preference for speaking in Hindi. The agent, unable to proceed in Hindi, informed the customer that a different team would call them back and then ended the call without any discovery.\"}",
  "error": null,
  "latency_ms": 26582,
  "input_tokens": 2824,
  "output_tokens": 664,
  "created_at": "2026-09-25 11:45:06",
  "sentiment": "positive",
  "sentiment_score": 0.242,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.711,
  "agent_talk_sec": 10.6,
  "customer_talk_sec": 4.3,
  "dead_air_sec": 31.1,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 249.1,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 6,
  "discovery_qs": 4,
  "words_agent": 44,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178841235851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.87,
      "end_s": 2.37,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178841235851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 3.48,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178841235851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.5,
      "text_en": "Yes, speak.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178841235851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.81,
      "end_s": 5.21,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178841235851",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.54,
      "end_s": 6.54,
      "text_en": "Hello, uh good morning, sir.",
      "text_native": "Hello, uh good morning, sir."
    },
    {
      "ucid": "21112178841235851",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.3,
      "text_en": "Good morning.",
      "text_native": "Good morning."
    },
    {
      "ucid": "21112178841235851",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.82,
      "end_s": 9.82,
      "text_en": "Sir, is this uh RJ Enterprises?",
      "text_native": "Sir, is this uh RJ Enterprises?"
    },
    {
      "ucid": "21112178841235851",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 11.0,
      "text_en": "Yes yes yes, tell me.",
      "text_native": "जी जी जी, बोलो ना।"
    },
    {
      "ucid": "21112178841235851",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 14.5,
      "text_en": "Okay, are you comfortable with English sir or any other language you want to speak?",
      "text_native": "Okay, are you comfortable with English sir or any other language you want to speak?"
    },
    {
      "ucid": "21112178841235851",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 16.0,
      "text_en": "I'm comfortable in Hindi.",
      "text_native": "I'm comfortable in Hindi."
    },
    {
      "ucid": "21112178841235851",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.1,
      "end_s": 16.8,
      "text_en": "In Hindi, okay.",
      "text_native": "In Hindi, okay."
    },
    {
      "ucid": "21112178841235851",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.5,
      "end_s": 19.5,
      "text_en": "Our respective team, they will speak to you in Hindi.",
      "text_native": "Our respective team, they will speak to you in Hindi."
    },
    {
      "ucid": "21112178841235851",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178841235851",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 21.8,
      "text_en": "Yeah. Thank you.",
      "text_native": "Yeah. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178841235851",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hello, uh good morning, sir.",
      "comment": "Agent provided a standard polite opening."
    },
    {
      "ucid": "21112178841235851",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Sir, is this uh RJ Enterprises?",
      "comment": "Only confirmed the company name (1/4 questions) before the call was terminated due to language."
    },
    {
      "ucid": "21112178841235851",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Call ended before any discovery questions were asked."
    },
    {
      "ucid": "21112178841235851",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No platform education was provided as the call was cut short."
    },
    {
      "ucid": "21112178841235851",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No current requirement was identified or future callback scheduled."
    },
    {
      "ucid": "21112178841235851",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Our respective team, they will speak to you in Hindi.",
      "comment": "Call ended with a handover, not one of the three required closure outcomes (quote, specific callback, walkthrough)."
    }
  ],
  "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": []
}