{
  "ucid": "21112178894653121",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 15:05:31",
  "end_time": "2026-09-09 15:06:25",
  "duration_sec": 54,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA947208611c6d5465f5b96abecdba9122.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 495,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894653121__DIA947208611c6d5465f5b96abecdba9122.mp3",
  "audio_bytes": 98280,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 32.76,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हलो।)\n[2s] AGENT: Hello, HK Hardware Industry?   (हलो, एच के हार्डवेयर इंडस्ट्री?)\n[4s] CUSTOMER: Yes.   (हां।)\n[4s] AGENT: Yes sir, Sudeep here from JSW One MSME.   (हां सर, सुदीप हियर फ्रॉम जेएसडब्ल्यू वन एमएसएमई।)\n[6s] CUSTOMER: Hey, if I need it, I will call you myself. You people have been calling me since the morning.   (अरे मुझे जरूरत रहेगी तो मैं आपको खुद कॉल कर लूंगा। आप लोग सुबह से मेरेको फोन कर रहे हैं।)\n[11s] CUSTOMER: If I need it, won't I call you?   (मुझे जरूरत रहेगी तो मैं मैं नहीं करूंगा आपको कॉल?)\n[13s] CUSTOMER: Will I only buy if you people call? If I need it, I will do it myself, right?   (आप लोगे तो ही मैं लूंगा क्या? मुझे जरूरत रहेगी तो मैं खुद कर लूंगा ना?)\n[16s] AGENT: Okay sir, I am calling for the first time. Why are you getting agitated?   (ठीक है सर, मैं तो पहली बार कॉल कर रहा हूं। आप भड़क क्यों रहे हैं?)\n[19s] CUSTOMER: Not the first time, this is the fifth call since morning.   (पहली बार नहीं, सुबह से ये पांचवा कॉल है।)\n[21s] AGENT: You've received the fifth call since morning?   (पांचवा कॉल आ गया आपको सुबह से?)\n[23s] CUSTOMER: Yes.   (हां।)\n[24s] AGENT: Okay, I'll write it down. Okay.   (ठीक है, मैं लिख देता हूं। ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: The customer is audibly annoyed and speaks quickly, but the audio is clear enough for transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer is angry about receiving too many calls, immediately apologize for the system error rather than questioning their frustration with 'Why are you getting agitated?'.",
  "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 attempted to open the call, but the customer was immediately hostile, stating this was the fifth call they had received that morning. The customer refused to engage, and the agent ended the call after noting the complaint about repeated calls. No business was discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately interrupted with a complaint about receiving multiple calls, preventing the agent from delivering a warm welcome.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer's frustration before any profile questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer refused to engage in a conversation, so no discovery was possible.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the stage where platform education could be offered.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No requirement was discussed due to the customer's complaint about repeated calls.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है, मैं लिख देता हूं। ओके।\", \"comment\": \"The call ended with the agent noting the complaint, not with one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is angry about receiving too many calls, immediately apologize for the system error rather than questioning their frustration with 'Why are you getting agitated?'.\", \"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 attempted to open the call, but the customer was immediately hostile, stating this was the fifth call they had received that morning. The customer refused to engage, and the agent ended the call after noting the complaint about repeated calls. No business was discussed.\"}",
  "error": null,
  "latency_ms": 26510,
  "input_tokens": 3001,
  "output_tokens": 672,
  "created_at": "2026-09-25 11:14:42",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.449,
  "agent_talk_sec": 9.7,
  "customer_talk_sec": 11.9,
  "dead_air_sec": 32.4,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 241.2,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 39,
  "words_customer": 59,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894653121",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.43,
      "text_en": "Hello.",
      "text_native": "हलो।"
    },
    {
      "ucid": "21112178894653121",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.74,
      "end_s": 3.44,
      "text_en": "Hello, HK Hardware Industry?",
      "text_native": "हलो, एच के हार्डवेयर इंडस्ट्री?"
    },
    {
      "ucid": "21112178894653121",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.64,
      "end_s": 4.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178894653121",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.1,
      "end_s": 6.14,
      "text_en": "Yes sir, Sudeep here from JSW One MSME.",
      "text_native": "हां सर, सुदीप हियर फ्रॉम जेएसडब्ल्यू वन एमएसएमई।"
    },
    {
      "ucid": "21112178894653121",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.22,
      "end_s": 10.04,
      "text_en": "Hey, if I need it, I will call you myself. You people have been calling me since the morning.",
      "text_native": "अरे मुझे जरूरत रहेगी तो मैं आपको खुद कॉल कर लूंगा। आप लोग सुबह से मेरेको फोन कर रहे हैं।"
    },
    {
      "ucid": "21112178894653121",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.56,
      "end_s": 12.5,
      "text_en": "If I need it, won't I call you?",
      "text_native": "मुझे जरूरत रहेगी तो मैं मैं नहीं करूंगा आपको कॉल?"
    },
    {
      "ucid": "21112178894653121",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 15.64,
      "text_en": "Will I only buy if you people call? If I need it, I will do it myself, right?",
      "text_native": "आप लोगे तो ही मैं लूंगा क्या? मुझे जरूरत रहेगी तो मैं खुद कर लूंगा ना?"
    },
    {
      "ucid": "21112178894653121",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.25,
      "end_s": 18.91,
      "text_en": "Okay sir, I am calling for the first time. Why are you getting agitated?",
      "text_native": "ठीक है सर, मैं तो पहली बार कॉल कर रहा हूं। आप भड़क क्यों रहे हैं?"
    },
    {
      "ucid": "21112178894653121",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.91,
      "end_s": 20.81,
      "text_en": "Not the first time, this is the fifth call since morning.",
      "text_native": "पहली बार नहीं, सुबह से ये पांचवा कॉल है।"
    },
    {
      "ucid": "21112178894653121",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.1,
      "end_s": 22.74,
      "text_en": "You've received the fifth call since morning?",
      "text_native": "पांचवा कॉल आ गया आपको सुबह से?"
    },
    {
      "ucid": "21112178894653121",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.74,
      "end_s": 23.04,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178894653121",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.84,
      "end_s": 25.54,
      "text_en": "Okay, I'll write it down. Okay.",
      "text_native": "ठीक है, मैं लिख देता हूं। ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178894653121",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer immediately interrupted with a complaint about receiving multiple calls, preventing the agent from delivering a warm welcome."
    },
    {
      "ucid": "21112178894653121",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer's frustration before any profile questions could be asked."
    },
    {
      "ucid": "21112178894653121",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer refused to engage in a conversation, so no discovery was possible."
    },
    {
      "ucid": "21112178894653121",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the stage where platform education could be offered."
    },
    {
      "ucid": "21112178894653121",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No requirement was discussed due to the customer's complaint about repeated calls."
    },
    {
      "ucid": "21112178894653121",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "ठीक है, मैं लिख देता हूं। ओके।",
      "comment": "The call ended with the agent noting the complaint, not with one of the three required closure outcomes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}