{
  "ucid": "21112178887199341",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 18:23:13",
  "end_time": "2026-09-08 18:24:14",
  "duration_sec": 61,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Call_back_later",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA55099831d91cf0a5a508d0b9ee2cb44d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 546,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178887199341__DIA55099831d91cf0a5a508d0b9ee2cb44d.mp3",
  "audio_bytes": 92448,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 30.816,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Is this Sanjay ji speaking?   (संजय जी बात कर रहे हैं?)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Uh sir, hello, I was calling from JSW One, sir.   (अह सर नमस्ते, JSW One से बात कर रहा था सर मैं।)\n[7s] CUSTOMER: Yes, tell me.   (हां जी बोलिए।)\n[8s] AGENT: Uh sir, you had actually uploaded an inquiry. I was trying to connect with you in the morning but unfortunately, I couldn't connect with you, sir.   (अह सर आपने एक्चुअली अपना एक ना inquiry अपलोड की थी। मैं try कर रहा था सुबह आपसे connect करने का but unfortunately हो नहीं पाया connect सर आपसे।)\n[13s] AGENT: Uh, in that, I needed to understand a little bit from you   (अह उसमें थोड़ा सा समझना था आपको)\n[14s] CUSTOMER: Can I call you tomorrow? I'm a little out.   (मैं आपको थोड़ा कल call करूं? थोड़ा बाहर हूं।)\n[16s] AGENT: I'll send you on WhatsApp, sir, my personal number or the company's.   (मैं आपको WhatsApp पे डाल देता हूं सर मेरा personal number या तो company का।)\n[18s] CUSTOMER: Okay. Okay.\n[19s] AGENT: Done sir?\n[20s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side towards the end of the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": "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": "When a customer asks for a callback, try to lock in a specific time (e.g., 'Is 11 AM tomorrow good?') to increase the chance of connecting.",
  "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 to follow up on the customer's online inquiry. The customer stated they were busy and asked to be called back the next day. The agent agreed and offered to send their contact details via WhatsApp, after which the call ended before any requirement details could be discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had actually uploaded an inquiry.\", \"comment\": \"The agent correctly opened the call by referencing the customer's online submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent was unable to ask any revalidation questions as the customer immediately deferred the call.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was too short for any discovery questions to be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The conversation did not progress to the point of discussing price or timelines.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had actually uploaded an inquiry. I was trying to connect with you in the morning but unfortunately, I couldn't connect with you, sir.\", \"comment\": \"The agent correctly focused on the existing inquiry and did not perform any unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a callback, try to lock in a specific time (e.g., 'Is 11 AM tomorrow good?') to increase the chance of connecting.\", \"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 to follow up on the customer's online inquiry. The customer stated they were busy and asked to be called back the next day. The agent agreed and offered to send their contact details via WhatsApp, after which the call ended before any requirement details could be discussed.\"}",
  "error": null,
  "latency_ms": 29467,
  "input_tokens": 2955,
  "output_tokens": 641,
  "created_at": "2026-09-25 11:17:05",
  "sentiment": "positive",
  "sentiment_score": 0.4,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.749,
  "agent_talk_sec": 12.5,
  "customer_talk_sec": 4.2,
  "dead_air_sec": 44.3,
  "longest_monologue_sec": 6.1,
  "agent_wpm": 326.4,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 68,
  "words_customer": 18,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178887199341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.23,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178887199341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.44,
      "end_s": 1.77,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178887199341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.94,
      "end_s": 2.26,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178887199341",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.76,
      "end_s": 3.9,
      "text_en": "Is this Sanjay ji speaking?",
      "text_native": "संजय जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178887199341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.04,
      "end_s": 4.44,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178887199341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.82,
      "end_s": 6.9,
      "text_en": "Uh sir, hello, I was calling from JSW One, sir.",
      "text_native": "अह सर नमस्ते, JSW One से बात कर रहा था सर मैं।"
    },
    {
      "ucid": "21112178887199341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.53,
      "text_en": "Yes, tell me.",
      "text_native": "हां जी बोलिए।"
    },
    {
      "ucid": "21112178887199341",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.9,
      "end_s": 12.8,
      "text_en": "Uh sir, you had actually uploaded an inquiry. I was trying to connect with you in the morning but unfortunately, I couldn't connect with you, sir.",
      "text_native": "अह सर आपने एक्चुअली अपना एक ना inquiry अपलोड की थी। मैं try कर रहा था सुबह आपसे connect करने का but unfortunately हो नहीं पाया connect सर आपसे।"
    },
    {
      "ucid": "21112178887199341",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 14.0,
      "text_en": "Uh, in that, I needed to understand a little bit from you",
      "text_native": "अह उसमें थोड़ा सा समझना था आपको"
    },
    {
      "ucid": "21112178887199341",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 15.54,
      "text_en": "Can I call you tomorrow? I'm a little out.",
      "text_native": "मैं आपको थोड़ा कल call करूं? थोड़ा बाहर हूं।"
    },
    {
      "ucid": "21112178887199341",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.6,
      "end_s": 18.0,
      "text_en": "I'll send you on WhatsApp, sir, my personal number or the company's.",
      "text_native": "मैं आपको WhatsApp पे डाल देता हूं सर मेरा personal number या तो company का।"
    },
    {
      "ucid": "21112178887199341",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 18.8,
      "text_en": "Okay. Okay.",
      "text_native": "Okay. Okay."
    },
    {
      "ucid": "21112178887199341",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.2,
      "end_s": 19.6,
      "text_en": "Done sir?",
      "text_native": "Done sir?"
    },
    {
      "ucid": "21112178887199341",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178887199341",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, you had actually uploaded an inquiry.",
      "comment": "The agent correctly opened the call by referencing the customer's online submission."
    },
    {
      "ucid": "21112178887199341",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent was unable to ask any revalidation questions as the customer immediately deferred the call."
    },
    {
      "ucid": "21112178887199341",
      "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 was too short for any discovery questions to be asked."
    },
    {
      "ucid": "21112178887199341",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The conversation did not progress to the point of discussing price or timelines."
    },
    {
      "ucid": "21112178887199341",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh sir, you had actually uploaded an inquiry. I was trying to connect with you in the morning but unfortunately, I couldn't connect with you, sir.",
      "comment": "The agent correctly focused on the existing inquiry and did not perform any unnecessary re-pitching."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}