{ "ucid": "21112178884313741", "call_date": "2026-09-08", "start_time": "2026-09-08 10:22:17", "end_time": "2026-09-08 10:22:58", "duration_sec": 41, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA73cf5e5a9d3505703bdb393db28a9768.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 657, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178884313741__DIA73cf5e5a9d3505703bdb393db28a9768.mp3", "audio_bytes": 30672, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 10.224, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] UNKNOWN: Okay, okay. (ठीक है ठीक है।)\n[2s] CUSTOMER: Hello.\n[3s] UNKNOWN: Not a little, it will be a thousand down for them. (थोड़े नहीं इनको हज़ार डाउन हो जाएंगे।)\n[5s] UNKNOWN: Okay, okay. (ठीक है ठीक है।)\n[5s] CUSTOMER: Hello.\n[6s] UNKNOWN: [inaudible]\n[8s] CUSTOMER: Hello.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 7, "connected": 1, "audio_notes": "noisy: The audio is dominated by a loud background conversation in Hindi at the customer's end, which is transcribed as 'unknown'. The agent is not audible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "7 turns, clean transcript (14% 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "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\", \"CL5 No unnecessary re-pitching\"]", "pitch_coaching_note": "You did not speak on this call. Please ensure you greet the customer and begin the conversation as soon as the line connects.", "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": "This was a failed connection where the agent did not speak. The customer said \"Hello\" multiple times, but there was no response from the agent. The call ended without any conversation taking place.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not speak or acknowledge the customer's platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not speak, so no requirement details were revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not speak, so no discovery questions were asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not speak, so no price, timeline, or closure was discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not engage in any part of the pitch, failing to meet the basic requirement of a conversation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You did not speak on this call. Please ensure you greet the customer and begin the conversation as soon as the line connects.\", \"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\": \"This was a failed connection where the agent did not speak. The customer said \\\"Hello\\\" multiple times, but there was no response from the agent. The call ended without any conversation taking place.\"}", "error": null, "latency_ms": 17678, "input_tokens": 2716, "output_tokens": 571, "created_at": "2026-09-25 11:22:03", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.0, "agent_talk_sec": 0.0, "customer_talk_sec": 1.8, "dead_air_sec": 39.2, "longest_monologue_sec": 0.0, "agent_wpm": null, "interruptions": 0, "agent_turns": 0, "customer_turns": 3, "discovery_qs": 0, "words_agent": 0, "words_customer": 3, "monologue_heavy": 0, "turns": [ { "ucid": "21112178884313741", "idx": 0, "speaker": "unknown", "start_s": 0.87, "end_s": 2.01, "text_en": "Okay, okay.", "text_native": "ठीक है ठीक है।" }, { "ucid": "21112178884313741", "idx": 1, "speaker": "customer", "start_s": 2.01, "end_s": 2.58, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178884313741", "idx": 2, "speaker": "unknown", "start_s": 2.8, "end_s": 4.51, "text_en": "Not a little, it will be a thousand down for them.", "text_native": "थोड़े नहीं इनको हज़ार डाउन हो जाएंगे।" }, { "ucid": "21112178884313741", "idx": 3, "speaker": "unknown", "start_s": 4.51, "end_s": 5.18, "text_en": "Okay, okay.", "text_native": "ठीक है ठीक है।" }, { "ucid": "21112178884313741", "idx": 4, "speaker": "customer", "start_s": 5.18, "end_s": 5.78, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178884313741", "idx": 5, "speaker": "unknown", "start_s": 6.3, "end_s": 7.3, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178884313741", "idx": 6, "speaker": "customer", "start_s": 7.53, "end_s": 8.14, "text_en": "Hello.", "text_native": "Hello." } ], "steps": [ { "ucid": "21112178884313741", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not speak or acknowledge the customer's platform submission." }, { "ucid": "21112178884313741", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not speak, so no requirement details were revalidated." }, { "ucid": "21112178884313741", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not speak, so no discovery questions were asked." }, { "ucid": "21112178884313741", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not speak, so no price, timeline, or closure was discussed." }, { "ucid": "21112178884313741", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not engage in any part of the pitch, failing to meet the basic requirement of a conversation." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline", "CL5 No unnecessary re-pitching" ], "objection_phrases_list": [] }