{
  "ucid": "21112178850539532",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 12:33:15",
  "end_time": "2026-09-04 12:34:17",
  "duration_sec": 62,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8515efc61efe773d99c6eaa135288e4f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 882,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178850539532__DIA8515efc61efe773d99c6eaa135288e4f.mp3",
  "audio_bytes": 120960,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 40.32,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes?\n[4s] AGENT: Sir, am I speaking to Goa Metal and Project Solution?\n[7s] CUSTOMER: Pardon?\n[8s] AGENT: Am I speaking to Goa Metal and Project Solution?\n[11s] CUSTOMER: No.\n[12s] AGENT: There's a call that I received for inquiry.\n[15s] CUSTOMER: For what?\n[16s] AGENT: Uh, can you hear me, sir? Am I audible?\n[18s] CUSTOMER: Yes, I'm hearing you. I'm audible.\n[20s] AGENT: Yeah, did you raise an inquiry for uh, say mild steel channel 250 BR ISMC channels?\n[24s] CUSTOMER: No, I don't have make any inquiry.\n[26s] AGENT: Okay, fine. Right. Thank you.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the customer's side but it does not impede transcription.",
  "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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "You correctly identified this was not the right contact and ended the call efficiently; this is the right way to handle wrong-number leads.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called to follow up on an inquiry for MS channels, supposedly from 'Goa Metal and Project Solution'. The contact person denied being from that company and denied making any inquiry. The agent confirmed this and professionally ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"did you raise an inquiry for uh, say mild steel channel 250 BR ISMC channels?\", \"comment\": \"Agent correctly referenced the specific inquiry received from the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only validated the product before the customer denied making the inquiry; no other fields were confirmed.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Call was terminated before discovery could begin as the contact was incorrect.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call did not progress to the closure stage as it was identified as a wrong number.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, fine. Right. Thank you.\", \"comment\": \"Agent correctly ended the call after the customer denied the inquiry, without any unnecessary pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was not the right contact and ended the call efficiently; this is the right way to handle wrong-number leads.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to follow up on an inquiry for MS channels, supposedly from 'Goa Metal and Project Solution'. The contact person denied being from that company and denied making any inquiry. The agent confirmed this and professionally ended the call.\"}",
  "error": null,
  "latency_ms": 32005,
  "input_tokens": 2836,
  "output_tokens": 608,
  "created_at": "2026-09-25 11:32:30",
  "sentiment": "negative",
  "sentiment_score": -0.44,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.702,
  "agent_talk_sec": 13.4,
  "customer_talk_sec": 5.7,
  "dead_air_sec": 42.9,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 259.7,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 58,
  "words_customer": 19,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850539532",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.37,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.71,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850539532",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.1,
      "end_s": 3.48,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 6.5,
      "text_en": "Sir, am I speaking to Goa Metal and Project Solution?",
      "text_native": "Sir, am I speaking to Goa Metal and Project Solution?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.17,
      "end_s": 7.6,
      "text_en": "Pardon?",
      "text_native": "Pardon?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.47,
      "end_s": 10.3,
      "text_en": "Am I speaking to Goa Metal and Project Solution?",
      "text_native": "Am I speaking to Goa Metal and Project Solution?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.9,
      "end_s": 11.26,
      "text_en": "No.",
      "text_native": "No."
    },
    {
      "ucid": "21112178850539532",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 14.3,
      "text_en": "There's a call that I received for inquiry.",
      "text_native": "There's a call that I received for inquiry."
    },
    {
      "ucid": "21112178850539532",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 15.4,
      "text_en": "For what?",
      "text_native": "For what?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.7,
      "text_en": "Uh, can you hear me, sir? Am I audible?",
      "text_native": "Uh, can you hear me, sir? Am I audible?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 19.5,
      "text_en": "Yes, I'm hearing you. I'm audible.",
      "text_native": "Yes, I'm hearing you. I'm audible."
    },
    {
      "ucid": "21112178850539532",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 23.2,
      "text_en": "Yeah, did you raise an inquiry for uh, say mild steel channel 250 BR ISMC channels?",
      "text_native": "Yeah, did you raise an inquiry for uh, say mild steel channel 250 BR ISMC channels?"
    },
    {
      "ucid": "21112178850539532",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 25.8,
      "text_en": "No, I don't have make any inquiry.",
      "text_native": "No, I don't have make any inquiry."
    },
    {
      "ucid": "21112178850539532",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 28.2,
      "text_en": "Okay, fine. Right. Thank you.",
      "text_native": "Okay, fine. Right. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178850539532",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "did you raise an inquiry for uh, say mild steel channel 250 BR ISMC channels?",
      "comment": "Agent correctly referenced the specific inquiry received from the platform."
    },
    {
      "ucid": "21112178850539532",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only validated the product before the customer denied making the inquiry; no other fields were confirmed."
    },
    {
      "ucid": "21112178850539532",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Call was terminated before discovery could begin as the contact was incorrect."
    },
    {
      "ucid": "21112178850539532",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call did not progress to the closure stage as it was identified as a wrong number."
    },
    {
      "ucid": "21112178850539532",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, fine. Right. Thank you.",
      "comment": "Agent correctly ended the call after the customer denied the inquiry, without any unnecessary pitching."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}