{
  "ucid": "21112178851178531",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:19:44",
  "end_time": "2026-09-04 14:20:26",
  "duration_sec": 42,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe507deaf6170d366164cbac324817c58.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 869,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851178531__DIAe507deaf6170d366164cbac324817c58.mp3",
  "audio_bytes": 63288,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 21.096,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] AGENT: Sir, I am speaking from JSW One.   (सर JSW One से बात कर रहा हूं मैं।)\n[5s] CUSTOMER: Yes?   (जी?)\n[6s] AGENT: I am speaking from JSW.   (JSW से बात कर रहा हूं मैं।)\n[8s] CUSTOMER: Speak.   (बोलिए।)\n[9s] AGENT: Is there any requirement for steel, sir?   (कुछ रिक्वायरमेंट है सर स्टील में?)\n[10s] CUSTOMER: No no, nothing.   (नहीं नहीं, कुछ नहीं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "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": 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": "You must follow the script structure by first verifying the customer's profile before asking for requirements, as this builds rapport and helps you overcome an initial 'no'.",
  "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 introduced himself from JSW and immediately asked if the customer had a steel requirement. The customer replied that they had no requirement, and the call ended. The agent did not attempt any profile verification or discovery.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One.\", \"comment\": \"The opener was a direct statement and did not include a warm welcome or position the agent as a helper for the new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No profile verification questions were asked; the agent skipped directly to asking for requirements.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Platform education was not attempted as no discovery was done.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for steel, sir?\", \"comment\": \"The agent asked for a requirement but did not attempt to schedule a specific callback when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the customer stated no requirement, with no defined next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure by first verifying the customer's profile before asking for requirements, as this builds rapport and helps you overcome an initial 'no'.\", \"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 introduced himself from JSW and immediately asked if the customer had a steel requirement. The customer replied that they had no requirement, and the call ended. The agent did not attempt any profile verification or discovery.\"}",
  "error": null,
  "latency_ms": 27209,
  "input_tokens": 2760,
  "output_tokens": 673,
  "created_at": "2026-09-25 11:31:58",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.676,
  "agent_talk_sec": 5.0,
  "customer_talk_sec": 2.4,
  "dead_air_sec": 34.6,
  "longest_monologue_sec": 2.0,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 20,
  "words_customer": 6,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851178531",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.07,
      "end_s": 1.53,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178851178531",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.18,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178851178531",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.36,
      "end_s": 4.0,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178851178531",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.59,
      "end_s": 5.0,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "21112178851178531",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.56,
      "end_s": 7.16,
      "text_en": "I am speaking from JSW.",
      "text_native": "JSW से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178851178531",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.5,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178851178531",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.86,
      "end_s": 10.2,
      "text_en": "Is there any requirement for steel, sir?",
      "text_native": "कुछ रिक्वायरमेंट है सर स्टील में?"
    },
    {
      "ucid": "21112178851178531",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 11.54,
      "text_en": "No no, nothing.",
      "text_native": "नहीं नहीं, कुछ नहीं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851178531",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I am speaking from JSW One.",
      "comment": "The opener was a direct statement and did not include a warm welcome or position the agent as a helper for the new registration."
    },
    {
      "ucid": "21112178851178531",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No profile verification questions were asked; the agent skipped directly to asking for requirements."
    },
    {
      "ucid": "21112178851178531",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business or needs."
    },
    {
      "ucid": "21112178851178531",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Platform education was not attempted as no discovery was done."
    },
    {
      "ucid": "21112178851178531",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Is there any requirement for steel, sir?",
      "comment": "The agent asked for a requirement but did not attempt to schedule a specific callback when the customer said no."
    },
    {
      "ucid": "21112178851178531",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly after the customer stated no requirement, with no defined next step."
    }
  ],
  "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": []
}