{
  "ucid": "21112178885676631",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 14:09:26",
  "end_time": "2026-09-08 14:10:34",
  "duration_sec": 68,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA953e6071dbc8c47ee95781dfe3d87cb7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 627,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178885676631__DIA953e6071dbc8c47ee95781dfe3d87cb7.mp3",
  "audio_bytes": 156816,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 52.272,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Hello.   (हेलो.)\n[3s] AGENT: Hello. Am I speaking with Somarji, from Chetan Enterprises?   (हेलो. सोमरजी से बात हो रही है, चेतन एंटरप्राइजेज से?)\n[6s] CUSTOMER: Yes.   (हां.)\n[7s] AGENT: I am Sudeep calling from the JSW One platform. Hello.   (मैं सुदीप बोल रहा हूं, JSW One प्लेटफॉर्म से। हेलो।)\n[10s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[10s] AGENT: Your company was registered on our portal. You had created an inquiry in the system. Do you need cement, sir?   (ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे। आपने सिस्टम में इंक्वायरी बनाई थी। सीमेंट लग रहा है क्या सर आपको?)\n[15s] CUSTOMER: Hello?   (हेलो?)\n[16s] AGENT: Sir, cement, do you need cement? Need cement?   (सर सीमेंट, सीमेंट चाहिए आपको? सीमेंट चाहिए?)\n[19s] CUSTOMER: [inaudible]\n[21s] AGENT: Hello?   (हेलो?)\n[22s] CUSTOMER: Yes, speak.   (हां, बोलो।)\n[23s] AGENT: Sir, are you busy somewhere? There's a lot of disturbance in your sound.   (सर कहीं बिजी हो क्या? बहुत डिस्टरबेंस आ रहा है आपके साउंड में।)\n[26s] CUSTOMER: Hello? Hello?   (हेलो? हेलो?)\n[27s] AGENT: Yes.   (जी हां।)\n[28s] AGENT: Sir, I will call you from my personal number, one minute.   (सर मैं आपको कॉल करता हूं मेरे पर्सनल नंबर से, एक मिनट।)\n[30s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "very poor: The customer's side of the call is extremely noisy and muffled, making their speech almost entirely unintelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "amber",
  "band_reason": "audio reported as 'very poor' - transcript reliability reduced",
  "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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "Your decision to call back on a bad line was good. On the next attempt, ensure you re-validate the customer's specific requirement from their online inquiry before asking any other questions.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "cement",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer who had registered an inquiry on the platform. The agent successfully opened the call by referencing this activity, but the conversation could not proceed due to a poor audio connection. The agent identified the issue and proposed calling back from another number, at which point the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your company was registered on our portal. You had created an inquiry in the system.\", \"comment\": \"Agent correctly referenced the customer's prior action on the JSW One platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not attempt to revalidate any specific details from the customer's online inquiry.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended due to a poor connection before any discovery questions could be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the closure stage.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am Sudeep calling from the JSW One platform.\", \"comment\": \"Agent kept the introduction brief and did not unnecessarily re-pitch the company's portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your decision to call back on a bad line was good. On the next attempt, ensure you re-validate the customer's specific requirement from their online inquiry before asking any other questions.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"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 contacted a customer who had registered an inquiry on the platform. The agent successfully opened the call by referencing this activity, but the conversation could not proceed due to a poor audio connection. The agent identified the issue and proposed calling back from another number, at which point the call ended.\"}",
  "error": null,
  "latency_ms": 31407,
  "input_tokens": 3046,
  "output_tokens": 631,
  "created_at": "2026-09-25 11:20:49",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "med",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.731,
  "agent_talk_sec": 17.4,
  "customer_talk_sec": 6.4,
  "dead_air_sec": 44.2,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 255.2,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 7,
  "words_agent": 74,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178885676631",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.11,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.41,
      "end_s": 2.9,
      "text_en": "Hello.",
      "text_native": "हेलो."
    },
    {
      "ucid": "21112178885676631",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.1,
      "end_s": 5.6,
      "text_en": "Hello. Am I speaking with Somarji, from Chetan Enterprises?",
      "text_native": "हेलो. सोमरजी से बात हो रही है, चेतन एंटरप्राइजेज से?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.2,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178885676631",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 9.2,
      "text_en": "I am Sudeep calling from the JSW One platform. Hello.",
      "text_native": "मैं सुदीप बोल रहा हूं, JSW One प्लेटफॉर्म से। हेलो।"
    },
    {
      "ucid": "21112178885676631",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 10.1,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178885676631",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.4,
      "end_s": 14.8,
      "text_en": "Your company was registered on our portal. You had created an inquiry in the system. Do you need cement, sir?",
      "text_native": "ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे। आपने सिस्टम में इंक्वायरी बनाई थी। सीमेंट लग रहा है क्या सर आपको?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.4,
      "end_s": 15.9,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 18.5,
      "text_en": "Sir, cement, do you need cement? Need cement?",
      "text_native": "सर सीमेंट, सीमेंट चाहिए आपको? सीमेंट चाहिए?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 20.5,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178885676631",
      "idx": 10,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 21.6,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.9,
      "end_s": 22.5,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलो।"
    },
    {
      "ucid": "21112178885676631",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 25.6,
      "text_en": "Sir, are you busy somewhere? There's a lot of disturbance in your sound.",
      "text_native": "सर कहीं बिजी हो क्या? बहुत डिस्टरबेंस आ रहा है आपके साउंड में।"
    },
    {
      "ucid": "21112178885676631",
      "idx": 13,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.3,
      "text_en": "Hello? Hello?",
      "text_native": "हेलो? हेलो?"
    },
    {
      "ucid": "21112178885676631",
      "idx": 14,
      "speaker": "agent",
      "start_s": 27.4,
      "end_s": 27.8,
      "text_en": "Yes.",
      "text_native": "जी हां।"
    },
    {
      "ucid": "21112178885676631",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 30.3,
      "text_en": "Sir, I will call you from my personal number, one minute.",
      "text_native": "सर मैं आपको कॉल करता हूं मेरे पर्सनल नंबर से, एक मिनट।"
    },
    {
      "ucid": "21112178885676631",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.4,
      "end_s": 31.6,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178885676631",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Your company was registered on our portal. You had created an inquiry in the system.",
      "comment": "Agent correctly referenced the customer's prior action on the JSW One platform."
    },
    {
      "ucid": "21112178885676631",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not attempt to revalidate any specific details from the customer's online inquiry."
    },
    {
      "ucid": "21112178885676631",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended due to a poor connection before any discovery questions could be asked."
    },
    {
      "ucid": "21112178885676631",
      "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 the closure stage."
    },
    {
      "ucid": "21112178885676631",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I am Sudeep calling from the JSW One platform.",
      "comment": "Agent kept the introduction brief and did not unnecessarily re-pitch the company's portfolio."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}