{
  "ucid": "21112178893757531",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 12:36:15",
  "end_time": "2026-09-09 12:36:55",
  "duration_sec": 40,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcc19cf4ddeb2204e612199dfdaf8aabd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 514,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893757531__DIAcc19cf4ddeb2204e612199dfdaf8aabd.mp3",
  "audio_bytes": 64584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 21.528,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: I'll ask after getting down, hello.   (नीचे उतर के ही पूछ लेंगे, हेलो)\n[3s] AGENT: Hello.   (हेलो)\n[4s] CUSTOMER: Hello.   (हेलो)\n[4s] AGENT: Hello.   (हेलो)\n[6s] CUSTOMER: Hello.   (हेलो)\n[6s] AGENT: Yes sir, can you hear me? This is Kartik calling from JSW One.   (जी सर, आवाज आ रही है? कार्तिक बात कर रहा था JSW One से।)\n[10s] CUSTOMER: Brother, call tomorrow, I am out of station today.   (भैया कल कॉल कर लेना, आज मैं आउट ऑफ स्टेशन हूं।)\n[13s] AGENT: Okay okay, okay sir.   (अच्छा अच्छा, ओके सर जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: The customer is having a background conversation at the start of the recording.",
  "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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer asks for a callback, always try to lock in a specific time. For example: 'Sure, I can call you tomorrow. Would the morning or afternoon be better for you?'",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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 introduced himself and JSW One. The customer immediately stated they were out of station and requested a callback for the next day. The agent agreed and ended the call without proceeding with the pitch or scheduling a specific callback time.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This is Kartik calling from JSW One.\", \"comment\": \"Agent identified himself and the company, and correctly accepted the customer's request for a callback without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery could be attempted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could pitch.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify the lead.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted the customer's request to call back but did not proactively set a specific time or confirm the next action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a callback, always try to lock in a specific time. For example: 'Sure, I can call you tomorrow. Would the morning or afternoon be better for you?'\", \"segment_detected\": \"unknown\", \"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 introduced himself and JSW One. The customer immediately stated they were out of station and requested a callback for the next day. The agent agreed and ended the call without proceeding with the pitch or scheduling a specific callback time.\"}",
  "error": null,
  "latency_ms": 31246,
  "input_tokens": 2728,
  "output_tokens": 659,
  "created_at": "2026-09-25 11:15:44",
  "sentiment": "neutral",
  "sentiment_score": 0.07,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.533,
  "agent_talk_sec": 5.6,
  "customer_talk_sec": 4.9,
  "dead_air_sec": 29.5,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 203.6,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 19,
  "words_customer": 17,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893757531",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.83,
      "end_s": 2.5,
      "text_en": "I'll ask after getting down, hello.",
      "text_native": "नीचे उतर के ही पूछ लेंगे, हेलो"
    },
    {
      "ucid": "21112178893757531",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 3.3,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178893757531",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.0,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178893757531",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.5,
      "end_s": 5.2,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178893757531",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 6.0,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178893757531",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 9.5,
      "text_en": "Yes sir, can you hear me? This is Kartik calling from JSW One.",
      "text_native": "जी सर, आवाज आ रही है? कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178893757531",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.2,
      "end_s": 12.5,
      "text_en": "Brother, call tomorrow, I am out of station today.",
      "text_native": "भैया कल कॉल कर लेना, आज मैं आउट ऑफ स्टेशन हूं।"
    },
    {
      "ucid": "21112178893757531",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 13.8,
      "text_en": "Okay okay, okay sir.",
      "text_native": "अच्छा अच्छा, ओके सर जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178893757531",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "This is Kartik calling from JSW One.",
      "comment": "Agent identified himself and the company, and correctly accepted the customer's request for a callback without pushing."
    },
    {
      "ucid": "21112178893757531",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent could deliver the hook."
    },
    {
      "ucid": "21112178893757531",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery could be attempted."
    },
    {
      "ucid": "21112178893757531",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could pitch."
    },
    {
      "ucid": "21112178893757531",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could attempt to qualify the lead."
    },
    {
      "ucid": "21112178893757531",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent accepted the customer's request to call back but did not proactively set a specific time or confirm the next action."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}