{
  "ucid": "21112178849886611",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 10:44:26",
  "end_time": "2026-09-04 10:45:27",
  "duration_sec": 61,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3f83c4b2fa1cfa7e8fcdf715a64b02f0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 937,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178849886611__DIA3f83c4b2fa1cfa7e8fcdf715a64b02f0.mp3",
  "audio_bytes": 66528,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 22.176,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: This is mine   (ये मेरा ही)\n[1s] UNKNOWN: Yes, I'm who\n[3s] CUSTOMER: Hello   (हॅलो)\n[3s] AGENT: Hello   (हॅलो)\n[4s] CUSTOMER: Hello, Government Investments?   (हॅलो, गव्हर्मेंट इन्व्हेस्टमेंट्स?)\n[5s] CUSTOMER: Yes?   (हां?)\n[6s] AGENT: Sir, hello. I am Aditya Pandey calling from JSW One.   (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Wrong number.   (रॉंग नंबर।)\n[10s] AGENT: Sir, you had registered from this very number of ours, I have called regarding that.   (सर, आपने हमारे इसी नंबर से रजिस्ट्रेशन किया था, उसी के रिगार्डिंग कॉल किया है।)\n[13s] CUSTOMER: No, no.   (नहीं नहीं।)\n[13s] AGENT: I am speaking with Shubh, right?   (शुभ बात कर रहे हैं ना आप?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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": "Your attempt to counter the 'wrong number' by referencing the registration was correct, but when the customer denies registering, try asking if someone else in their company might have registered to see if you can salvage the lead.",
  "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 number associated with a new registration. The person who answered immediately stated it was a wrong number. The agent attempted to verify the contact's name and the registration, but the customer denied it and the call ended abruptly. No business information was gathered.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, hello. I am Aditya Pandey calling from JSW One.\", \"comment\": \"The initial opener did not welcome the customer for their new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I am speaking with Shubh, right?\", \"comment\": \"Only one of the four required verification questions was attempted before the call ended.\"}, {\"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 platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any opportunity could be identified.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No closure was achieved as the customer terminated the call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your attempt to counter the 'wrong number' by referencing the registration was correct, but when the customer denies registering, try asking if someone else in their company might have registered to see if you can salvage the lead.\", \"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 number associated with a new registration. The person who answered immediately stated it was a wrong number. The agent attempted to verify the contact's name and the registration, but the customer denied it and the call ended abruptly. No business information was gathered.\"}",
  "error": null,
  "latency_ms": 33493,
  "input_tokens": 2856,
  "output_tokens": 667,
  "created_at": "2026-09-25 11:35:14",
  "sentiment": "negative",
  "sentiment_score": -0.6,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.633,
  "agent_talk_sec": 6.2,
  "customer_talk_sec": 3.6,
  "dead_air_sec": 51.2,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 309.7,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 32,
  "words_customer": 12,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178849886611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 1.0,
      "text_en": "This is mine",
      "text_native": "ये मेरा ही"
    },
    {
      "ucid": "21112178849886611",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 1.31,
      "end_s": 2.0,
      "text_en": "Yes, I'm who",
      "text_native": "Yes, I'm who"
    },
    {
      "ucid": "21112178849886611",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.54,
      "end_s": 3.0,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178849886611",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.24,
      "end_s": 3.7,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178849886611",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.88,
      "text_en": "Hello, Government Investments?",
      "text_native": "हॅलो, गव्हर्मेंट इन्व्हेस्टमेंट्स?"
    },
    {
      "ucid": "21112178849886611",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 5.5,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178849886611",
      "idx": 6,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 8.0,
      "text_en": "Sir, hello. I am Aditya Pandey calling from JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178849886611",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 9.5,
      "text_en": "Wrong number.",
      "text_native": "रॉंग नंबर।"
    },
    {
      "ucid": "21112178849886611",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 12.5,
      "text_en": "Sir, you had registered from this very number of ours, I have called regarding that.",
      "text_native": "सर, आपने हमारे इसी नंबर से रजिस्ट्रेशन किया था, उसी के रिगार्डिंग कॉल किया है।"
    },
    {
      "ucid": "21112178849886611",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 13.2,
      "text_en": "No, no.",
      "text_native": "नहीं नहीं।"
    },
    {
      "ucid": "21112178849886611",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 14.0,
      "text_en": "I am speaking with Shubh, right?",
      "text_native": "शुभ बात कर रहे हैं ना आप?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178849886611",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, hello. I am Aditya Pandey calling from JSW One.",
      "comment": "The initial opener did not welcome the customer for their new registration."
    },
    {
      "ucid": "21112178849886611",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I am speaking with Shubh, right?",
      "comment": "Only one of the four required verification questions was attempted before the call ended."
    },
    {
      "ucid": "21112178849886611",
      "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": "21112178849886611",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before platform education could be provided."
    },
    {
      "ucid": "21112178849886611",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any opportunity could be identified."
    },
    {
      "ucid": "21112178849886611",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No closure was achieved as the customer terminated the call."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "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": []
}