{
  "ucid": "21112178885339931",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 13:13:19",
  "end_time": "2026-09-08 13:14:03",
  "duration_sec": 44,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA251f31859811b1b79e9faf5aa2540cd5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 638,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178885339931__DIA251f31859811b1b79e9faf5aa2540cd5.mp3",
  "audio_bytes": 81432,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 27.144,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Hello JSW Infratech?\n[3s] CUSTOMER: Yes.   (हां।)\n[4s] AGENT: Sir, good afternoon. This is Aditya from JSW One.\n[7s] CUSTOMER: Hello.\n[8s] CUSTOMER: Hello, I am outside.   (Hello, मैं बाहर हूं।)\n[9s] AGENT: Sir, you you you had visited our platform, I had called regarding that.   (सर, आप आप आपने हमारे प्लेटफॉर्म पे विजिट किया था, उसी के रिगार्डिंग कॉल किया था।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter from the agent's side (call center environment).",
  "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": "When a customer immediately says they are unavailable (e.g., 'I'm outside'), acknowledge their situation and pivot to scheduling a specific callback time instead of trying to continue the pitch.",
  "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 connected with the customer and confirmed their company name. The customer immediately stated they were outside and unavailable to talk. The call ended before the agent could proceed with the pitch, discovery, or scheduling a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent gave a standard introduction but did not welcome the new registration or position themselves as a helper before the customer stated they were unavailable.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the company name (\\\"Hello JSW Infratech?\\\") which is just one of the four required questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent mentioned the platform but did not get a chance to explain its benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was cut short before the agent could ask about current requirements or schedule a callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately says they are unavailable (e.g., 'I'm outside'), acknowledge their situation and pivot to scheduling a specific callback time instead of trying to continue the pitch.\", \"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 connected with the customer and confirmed their company name. The customer immediately stated they were outside and unavailable to talk. The call ended before the agent could proceed with the pitch, discovery, or scheduling a next step.\"}",
  "error": null,
  "latency_ms": 38570,
  "input_tokens": 2747,
  "output_tokens": 664,
  "created_at": "2026-09-25 11:21:25",
  "sentiment": "positive",
  "sentiment_score": 0.455,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.819,
  "agent_talk_sec": 7.7,
  "customer_talk_sec": 1.7,
  "dead_air_sec": 34.6,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 202.6,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 26,
  "words_customer": 7,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178885339931",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.23,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885339931",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.38,
      "end_s": 1.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885339931",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.96,
      "end_s": 3.0,
      "text_en": "Hello JSW Infratech?",
      "text_native": "Hello JSW Infratech?"
    },
    {
      "ucid": "21112178885339931",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.29,
      "end_s": 3.56,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178885339931",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.98,
      "end_s": 6.8,
      "text_en": "Sir, good afternoon. This is Aditya from JSW One.",
      "text_native": "Sir, good afternoon. This is Aditya from JSW One."
    },
    {
      "ucid": "21112178885339931",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.3,
      "end_s": 7.64,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885339931",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.86,
      "end_s": 8.66,
      "text_en": "Hello, I am outside.",
      "text_native": "Hello, मैं बाहर हूं।"
    },
    {
      "ucid": "21112178885339931",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.98,
      "end_s": 12.5,
      "text_en": "Sir, you you you had visited our platform, I had called regarding that.",
      "text_native": "सर, आप आप आपने हमारे प्लेटफॉर्म पे विजिट किया था, उसी के रिगार्डिंग कॉल किया था।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178885339931",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent gave a standard introduction but did not welcome the new registration or position themselves as a helper before the customer stated they were unavailable."
    },
    {
      "ucid": "21112178885339931",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only confirmed the company name (\"Hello JSW Infratech?\") which is just one of the four required questions."
    },
    {
      "ucid": "21112178885339931",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178885339931",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent mentioned the platform but did not get a chance to explain its benefits."
    },
    {
      "ucid": "21112178885339931",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was cut short before the agent could ask about current requirements or schedule a callback."
    },
    {
      "ucid": "21112178885339931",
      "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 with no next step established."
    }
  ],
  "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": []
}