{
  "ucid": "21112178893720611",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 12:30:06",
  "end_time": "2026-09-09 12:31:36",
  "duration_sec": 90,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa759d60117fa47de7cf9a9d0711e4bd5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 517,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893720611__DIAa759d60117fa47de7cf9a9d0711e4bd5.mp3",
  "audio_bytes": 203040,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 67.68,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[5s] CUSTOMER: Hello. Vineet ji, can you hear me?   (Hello. विनीत जी, आवाज आ रही है आपको?)\n[6s] AGENT: Yes, I can hear you.   (आ रही है जी।)\n[7s] AGENT: Yes, yes. I am Kartik speaking from JSW One.   (हांजी हांजी। कार्तिक की बात कर रहा था JSW One से।)\n[10s] CUSTOMER: Yes sir.   (हांजी सर।)\n[10s] AGENT: I was saying sir, you had placed an inquiry for some CR sheet.   (मैंने कहा सर जी, आपका कुछ CR sheet का एक inquiry डाला था।)\n[13s] CUSTOMER: Sir, nothing happens with you guys. You people make I don't know how many calls. I mean [inaudible]   (सर आप लोगों का कुछ होता नहीं है। आप लोग पता नहीं कितने calls कर लेते हैं। मतलब [inaudible])\n[20s] AGENT: Sir, the calls are because [inaudible]   (सर calls इसलिए [inaudible])\n[20s] CUSTOMER: [inaudible] you just [inaudible] you [inaudible] but now you are telling me, now you are telling me [inaudible] it doesn't happen like that, right.   ([inaudible] आप सिर्फ [inaudible] आप [inaudible] but अभी बता रहे हैं, अभी बता रहे हैं [inaudible] ऐसा होता नहीं है ना।)\n[28s] AGENT: Hmm hmm hmm hmm.   (हम्म हम्म हम्म हम्म।)\n[29s] CUSTOMER: [inaudible] inquiry [inaudible] inquiry [inaudible] this is what always happens, you people [inaudible]   ([inaudible] inquiry [inaudible] inquiry [inaudible] हमेशा यही चीज होती है आप लोग [inaudible])\n[36s] AGENT: Sir, your voice is dropping. Give me a second.   (सर आवाज drop हो रही है आपकी। एक सेकंड देना।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "partial: The customer's audio is extremely choppy and distorted, making large portions of their speech inaudible. The agent's audio is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "amber",
  "band_reason": "27% of turns inaudible - partial transcript, judge only what is legible",
  "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 starts with a process complaint, first acknowledge their frustration then immediately state the value of your specific call to prevent them from ending the conversation.",
  "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 a CR sheet inquiry. The customer was immediately frustrated, complaining about receiving multiple calls with no results. The agent attempted to explain the reason for the call but was cut off. The call ended abruptly due to poor audio quality before any business could be discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was saying sir, you had placed an inquiry for some CR sheet.\", \"comment\": \"The agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was derailed by the customer's complaint before any requirement fields could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent was unable to ask any discovery questions due to the customer's immediate frustration and the call ending prematurely.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any discussion of price, stock, or timelines could take place.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not unnecessarily re-pitch the portfolio, correctly treating it as a customer-led inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer starts with a process complaint, first acknowledge their frustration then immediately state the value of your specific call to prevent them from ending the conversation.\", \"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\": [{\"obj_type\": \"why_call_used_app\", \"state\": \"mishandled\", \"evidence\": \"Sir, nothing happens with you guys. You people make I don't know how many calls.\", \"response\": \"Sir, the calls are because [inaudible]\"}], \"call_summary\": \"The agent called to follow up on a CR sheet inquiry. The customer was immediately frustrated, complaining about receiving multiple calls with no results. The agent attempted to explain the reason for the call but was cut off. The call ended abruptly due to poor audio quality before any business could be discussed.\"}",
  "error": null,
  "latency_ms": 27439,
  "input_tokens": 3107,
  "output_tokens": 705,
  "created_at": "2026-09-27 22:58:16",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "med",
  "pos": 0,
  "neg": 1,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.325,
  "agent_talk_sec": 10.6,
  "customer_talk_sec": 22.0,
  "dead_air_sec": 57.4,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 277.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 6,
  "discovery_qs": 0,
  "words_agent": 49,
  "words_customer": 65,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893720611",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.21,
      "end_s": 1.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893720611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 2.88,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893720611",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 3.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893720611",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.2,
      "end_s": 4.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893720611",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 6.4,
      "text_en": "Hello. Vineet ji, can you hear me?",
      "text_native": "Hello. विनीत जी, आवाज आ रही है आपको?"
    },
    {
      "ucid": "21112178893720611",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 7.0,
      "text_en": "Yes, I can hear you.",
      "text_native": "आ रही है जी।"
    },
    {
      "ucid": "21112178893720611",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.2,
      "end_s": 9.4,
      "text_en": "Yes, yes. I am Kartik speaking from JSW One.",
      "text_native": "हांजी हांजी। कार्तिक की बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178893720611",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 10.1,
      "text_en": "Yes sir.",
      "text_native": "हांजी सर।"
    },
    {
      "ucid": "21112178893720611",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 12.8,
      "text_en": "I was saying sir, you had placed an inquiry for some CR sheet.",
      "text_native": "मैंने कहा सर जी, आपका कुछ CR sheet का एक inquiry डाला था।"
    },
    {
      "ucid": "21112178893720611",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 19.4,
      "text_en": "Sir, nothing happens with you guys. You people make I don't know how many calls. I mean [inaudible]",
      "text_native": "सर आप लोगों का कुछ होता नहीं है। आप लोग पता नहीं कितने calls कर लेते हैं। मतलब [inaudible]"
    },
    {
      "ucid": "21112178893720611",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 20.4,
      "text_en": "Sir, the calls are because [inaudible]",
      "text_native": "सर calls इसलिए [inaudible]"
    },
    {
      "ucid": "21112178893720611",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 27.9,
      "text_en": "[inaudible] you just [inaudible] you [inaudible] but now you are telling me, now you are telling me [inaudible] it doesn't happen like that, right.",
      "text_native": "[inaudible] आप सिर्फ [inaudible] आप [inaudible] but अभी बता रहे हैं, अभी बता रहे हैं [inaudible] ऐसा होता नहीं है ना।"
    },
    {
      "ucid": "21112178893720611",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 28.8,
      "text_en": "Hmm hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178893720611",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.9,
      "end_s": 34.9,
      "text_en": "[inaudible] inquiry [inaudible] inquiry [inaudible] this is what always happens, you people [inaudible]",
      "text_native": "[inaudible] inquiry [inaudible] inquiry [inaudible] हमेशा यही चीज होती है आप लोग [inaudible]"
    },
    {
      "ucid": "21112178893720611",
      "idx": 14,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 38.0,
      "text_en": "Sir, your voice is dropping. Give me a second.",
      "text_native": "सर आवाज drop हो रही है आपकी। एक सेकंड देना।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178893720611",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I was saying sir, you had placed an inquiry for some CR sheet.",
      "comment": "The agent correctly referenced the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178893720611",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was derailed by the customer's complaint before any requirement fields could be revalidated."
    },
    {
      "ucid": "21112178893720611",
      "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 was unable to ask any discovery questions due to the customer's immediate frustration and the call ending prematurely."
    },
    {
      "ucid": "21112178893720611",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any discussion of price, stock, or timelines could take place."
    },
    {
      "ucid": "21112178893720611",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not unnecessarily re-pitch the portfolio, correctly treating it as a customer-led inquiry."
    }
  ],
  "objections": [
    {
      "ucid": "21112178893720611",
      "obj_type": "why_call_used_app",
      "state": "mishandled",
      "evidence": "Sir, nothing happens with you guys. You people make I don't know how many calls.",
      "response": "Sir, the calls are because [inaudible]"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}