{
  "ucid": "21112178850912971",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 13:35:29",
  "end_time": "2026-09-04 13:36:42",
  "duration_sec": 73,
  "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/DIA8ef50023b4e023bbd2f864e75f637ae9.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 874,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178850912971__DIA8ef50023b4e023bbd2f864e75f637ae9.mp3",
  "audio_bytes": 152496,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 50.832,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] UNKNOWN: If you record your name and reason for calling, I'll see if this person is available.\n[7s] CUSTOMER: Hello.\n[8s] AGENT: Hello.\n[9s] CUSTOMER: Hello.\n[10s] AGENT: Sir, is that ABS Enterprises?\n[12s] CUSTOMER: What did you say?   (ಏನಂದಿ?)\n[15s] AGENT: Hello.\n[16s] CUSTOMER: Hello.\n[17s] AGENT: Yes sir, I am calling from JSW.   (ಹಾ ಸರ್, ನಾನು JSW ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ.)\n[19s] CUSTOMER: Tell me, madam.   (ಹೇಳಿ ಮೇಡಂ.)\n[20s] AGENT: Yes sir, do you have any requirement for building material or structural steel now?   (ಹಾ ಸರ್, ನಿಮ್ದು ಏನಾದ್ರು ಇವಾಗ building material ಅಥವಾ structural steel requirement ಇದೆಯಾ?)\n[24s] CUSTOMER: I have already taken no, madam.\n[27s] AGENT: Oh, when did you purchase? Where are you speaking from?   (ಓ, ಈ ಯಾವಾಗ purchase ಮಾಡಿದ್ರಿ? ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?)\n[30s] CUSTOMER: I don't know Kannada actually. Yeah, please.\n[36s] AGENT: Yes, tell me sir.",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise and crosstalk, particularly in the middle of the call, which makes some parts difficult to decipher.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "For a customer-led call, you must open by acknowledging their platform submission, not by asking if they have a requirement, which makes it sound like a cold call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent opened the call asking for requirements, but the customer stated they had already purchased. A language barrier was then identified, as the agent was speaking Kannada which the customer did not understand. The call ended without any details being captured.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent used a cold-call opener instead of acknowledging a platform submission as required for this pitch type.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any requirement details could be discussed or revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had already purchased.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to a point where price or timeline could be discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, do you have any requirement for building material or structural steel now?\", \"comment\": \"The agent did not pitch any products, thus technically avoiding an unnecessary re-pitch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For a customer-led call, you must open by acknowledging their platform submission, not by asking if they have a requirement, which makes it sound like a cold call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"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 opened the call asking for requirements, but the customer stated they had already purchased. A language barrier was then identified, as the agent was speaking Kannada which the customer did not understand. The call ended without any details being captured.\"}",
  "error": null,
  "latency_ms": 30745,
  "input_tokens": 2925,
  "output_tokens": 609,
  "created_at": "2026-09-25 11:32:08",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 5,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.553,
  "agent_talk_sec": 10.5,
  "customer_talk_sec": 8.5,
  "dead_air_sec": 54.0,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 240.0,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 42,
  "words_customer": 23,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850912971",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 1.38,
      "end_s": 5.28,
      "text_en": "If you record your name and reason for calling, I'll see if this person is available.",
      "text_native": "If you record your name and reason for calling, I'll see if this person is available."
    },
    {
      "ucid": "21112178850912971",
      "idx": 1,
      "speaker": "customer",
      "start_s": 7.1,
      "end_s": 7.71,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850912971",
      "idx": 2,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 8.67,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850912971",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 9.53,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850912971",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 11.6,
      "text_en": "Sir, is that ABS Enterprises?",
      "text_native": "Sir, is that ABS Enterprises?"
    },
    {
      "ucid": "21112178850912971",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 13.1,
      "text_en": "What did you say?",
      "text_native": "ಏನಂದಿ?"
    },
    {
      "ucid": "21112178850912971",
      "idx": 6,
      "speaker": "agent",
      "start_s": 14.7,
      "end_s": 15.1,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850912971",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 16.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850912971",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.7,
      "end_s": 18.4,
      "text_en": "Yes sir, I am calling from JSW.",
      "text_native": "ಹಾ ಸರ್, ನಾನು JSW ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ."
    },
    {
      "ucid": "21112178850912971",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 19.7,
      "text_en": "Tell me, madam.",
      "text_native": "ಹೇಳಿ ಮೇಡಂ."
    },
    {
      "ucid": "21112178850912971",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.4,
      "end_s": 23.6,
      "text_en": "Yes sir, do you have any requirement for building material or structural steel now?",
      "text_native": "ಹಾ ಸರ್, ನಿಮ್ದು ಏನಾದ್ರು ಇವಾಗ building material ಅಥವಾ structural steel requirement ಇದೆಯಾ?"
    },
    {
      "ucid": "21112178850912971",
      "idx": 11,
      "speaker": "customer",
      "start_s": 24.4,
      "end_s": 26.0,
      "text_en": "I have already taken no, madam.",
      "text_native": "I have already taken no, madam."
    },
    {
      "ucid": "21112178850912971",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 29.5,
      "text_en": "Oh, when did you purchase? Where are you speaking from?",
      "text_native": "ಓ, ಈ ಯಾವಾಗ purchase ಮಾಡಿದ್ರಿ? ಎಲ್ಲಿಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?"
    },
    {
      "ucid": "21112178850912971",
      "idx": 13,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 34.2,
      "text_en": "I don't know Kannada actually. Yeah, please.",
      "text_native": "I don't know Kannada actually. Yeah, please."
    },
    {
      "ucid": "21112178850912971",
      "idx": 14,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 36.8,
      "text_en": "Yes, tell me sir.",
      "text_native": "Yes, tell me sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178850912971",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent used a cold-call opener instead of acknowledging a platform submission as required for this pitch type."
    },
    {
      "ucid": "21112178850912971",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any requirement details could be discussed or revalidated."
    },
    {
      "ucid": "21112178850912971",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked after the customer stated they had already purchased."
    },
    {
      "ucid": "21112178850912971",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to a point where price or timeline could be discussed."
    },
    {
      "ucid": "21112178850912971",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes sir, do you have any requirement for building material or structural steel now?",
      "comment": "The agent did not pitch any products, thus technically avoiding an unnecessary re-pitch."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}