{
  "ucid": "21112178885399081",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 13:23:10",
  "end_time": "2026-09-08 13:23:50",
  "duration_sec": 40,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5a27724166903e73fda724697ff66dec.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 633,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178885399081__DIA5a27724166903e73fda724697ff66dec.mp3",
  "audio_bytes": 57888,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 19.296,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो।)\n[2s] AGENT: Hello.   (हेलो।)\n[2s] CUSTOMER: Yes.   (हां।)\n[2s] AGENT: I was calling from JSW.   (JSW से बात कर रहा था।)\n[4s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[5s] AGENT: Sir, are you looking for any requirement in sheet metals etc.?   (सर, कुछ रिक्वायरमेंट देख रहे शीट मेटल्स वगेरा में?)\n[8s] CUSTOMER: No, not anything right now.   (नहीं, अभी नहीं कुछ।)\n[10s] AGENT: Okay sir. Okay.   (ठीक है सर। ठीक है।)\n[11s] CUSTOMER: Hmm.   (हम्म।)\n[12s] AGENT: Okay, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the agent's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must open the call with a proper introduction and permission, then deliver a hook to give the customer a reason to talk before you ask if they have a requirement.",
  "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 called the customer and immediately asked if they had a requirement for sheet metals. The customer stated they had no current need. The agent then thanked the customer and ended the call without attempting any discovery or scheduling a follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"JSW से बात कर रहा था।\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook or benefit, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was shut down by the customer immediately.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done and the call ended prematurely.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"सर, कुछ रिक्वायरमेंट देख रहे शीट मेटल्स वगेरा में?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है सर। ठीक है।\", \"comment\": \"The agent ended the call without attempting to set a next step or a future callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must open the call with a proper introduction and permission, then deliver a hook to give the customer a reason to talk before you ask if they have a requirement.\", \"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 called the customer and immediately asked if they had a requirement for sheet metals. The customer stated they had no current need. The agent then thanked the customer and ended the call without attempting any discovery or scheduling a follow-up.\"}",
  "error": null,
  "latency_ms": 28567,
  "input_tokens": 2733,
  "output_tokens": 681,
  "created_at": "2026-09-25 11:21:05",
  "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": 0.667,
  "agent_talk_sec": 5.8,
  "customer_talk_sec": 2.9,
  "dead_air_sec": 31.3,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 237.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 23,
  "words_customer": 11,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885399081",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.9,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 3.4,
      "text_en": "I was calling from JSW.",
      "text_native": "JSW से बात कर रहा था।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.6,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.9,
      "end_s": 7.4,
      "text_en": "Sir, are you looking for any requirement in sheet metals etc.?",
      "text_native": "सर, कुछ रिक्वायरमेंट देख रहे शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178885399081",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.9,
      "end_s": 9.0,
      "text_en": "No, not anything right now.",
      "text_native": "नहीं, अभी नहीं कुछ।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.7,
      "end_s": 10.8,
      "text_en": "Okay sir. Okay.",
      "text_native": "ठीक है सर। ठीक है।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.1,
      "end_s": 11.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178885399081",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.7,
      "end_s": 12.6,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178885399081",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "JSW से बात कर रहा था।",
      "comment": "The agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178885399081",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a hook or benefit, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178885399081",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was shut down by the customer immediately."
    },
    {
      "ucid": "21112178885399081",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was done and the call ended prematurely."
    },
    {
      "ucid": "21112178885399081",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "सर, कुछ रिक्वायरमेंट देख रहे शीट मेटल्स वगेरा में?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178885399081",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "ठीक है सर। ठीक है।",
      "comment": "The agent ended the call without attempting to set a next step or a future callback date."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}