{
  "ucid": "21112178901858231",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:06:22",
  "end_time": "2026-09-10 11:08:02",
  "duration_sec": 100,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA72b6717fbf0c8a13a5dad2504a593784.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 416,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901858231__DIA72b6717fbf0c8a13a5dad2504a593784.mp3",
  "audio_bytes": 200448,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 66.816,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो।)\n[1s] AGENT: Hello, for Solvent Air Solution?   (हेलो, for Solvent Air Solution?)\n[3s] CUSTOMER: Hello.   (हेलो।)\n[3s] AGENT: Hello, are you speaking from Solvent Air Solution, sir?   (हेलो, Solvent Air Solution से बोल रहे हैं सर?)\n[5s] CUSTOMER: Yes, speak.   (हां, बोलिए।)\n[6s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW One.   (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: JIW?\n[10s] AGENT: JSW, sir. Jindal Steel Works.   (JSW, सर। Jindal Steel Works.)\n[11s] CUSTOMER: Okay, you are speaking from JSW. Tell me, sir.   (Okay, JSW से बात कर रहे हो। बताइए सर।)\n[13s] AGENT: Yes sir, you had registered on our platform, right? The call was regarding that. I wanted to know about your business, sir. You had registered with this name here, right, Solvent Solutions? Are you a manufacturer?   (हां सर जी, आपने हमारे platform पे register किया था ना, उसी के regarding call था। वही जानना था सर आपके business के बारे में। आपका यहां पे आपने इसी नाम से register किया था ना Solvent Solutions का? क्या manufacturer हैं क्या?)\n[20s] CUSTOMER: Sir, your voice is not coming clearly.   (सर आपकी आवाज ठीक से नहीं आ रही है।)\n[23s] AGENT: Uh, is it coming properly now?   (अह अभी आ रही है बराबर?)\n[25s] CUSTOMER: Hello, is the voice still coming?   (हेलो, अभी भी आवाज आ रही है?)\n[26s] AGENT: Yes sir, is it coming now?   (हां सर, अभी आ रही है?)\n[27s] CUSTOMER: Yes, speak. Speak.   (हां, बोलिए। बोलिए।)\n[28s] AGENT: Sir, I was asking if you could explain your business a little, sir?   (सर पूछ रहा था कि आपका थोड़ा business explain कर सकते हैं सर?)\n[30s] CUSTOMER: Sir, your voice is not coming clearly. When you speak, a lot of noise comes from the background.   (सर आपकी आवाज clear नहीं आ पा रही है। आपकी आवाज जब आप बोलते हो ना तब पीछे से बहुत आवाज आ रही है।)\n[35s] AGENT: Oh. One minute, hold on, sir. One minute.   (ओह। एक मिनट, hold on, सर। एक मिनट।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "noisy: The agent's line has significant background noise from other call center agents and some digital breakup, which the customer points out and makes transcription difficult in parts.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 reports poor line quality, immediately acknowledge it and offer to call them right back, rather than asking them to hold.",
  "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 a new registrant to understand their business. The conversation was abandoned almost immediately because the customer reported poor audio quality and background noise on the agent's end. The call ended before any meaningful discovery or pitching could occur.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello. I am Aditya Pandey speaking from JSW One. ... you had registered on our platform, right? The call was regarding that.\", \"comment\": \"The agent gave a warm, non-pushy opening that referenced the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, are you speaking from Solvent Air Solution, sir?\", \"comment\": \"Only verified the company name (1/4 questions) before the call was derailed by a technical issue.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you a manufacturer?\", \"comment\": \"Only asked one discovery question before the customer reported poor audio quality, preventing further progress.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a technical issue before the agent had an opportunity to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was abandoned before any requirements could be discussed.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No closure was possible as the call was terminated due to poor line quality.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer reports poor line quality, immediately acknowledge it and offer to call them right back, rather than asking them to hold.\", \"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 a new registrant to understand their business. The conversation was abandoned almost immediately because the customer reported poor audio quality and background noise on the agent's end. The call ended before any meaningful discovery or pitching could occur.\"}",
  "error": null,
  "latency_ms": 29928,
  "input_tokens": 3203,
  "output_tokens": 694,
  "created_at": "2026-09-25 11:11:01",
  "sentiment": "positive",
  "sentiment_score": 0.214,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.619,
  "agent_talk_sec": 19.3,
  "customer_talk_sec": 11.9,
  "dead_air_sec": 68.8,
  "longest_monologue_sec": 6.4,
  "agent_wpm": 304.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 8,
  "words_agent": 98,
  "words_customer": 48,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901858231",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.81,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.18,
      "end_s": 2.4,
      "text_en": "Hello, for Solvent Air Solution?",
      "text_native": "हेलो, for Solvent Air Solution?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.56,
      "end_s": 3.0,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.26,
      "end_s": 4.84,
      "text_en": "Hello, are you speaking from Solvent Air Solution, sir?",
      "text_native": "हेलो, Solvent Air Solution से बोल रहे हैं सर?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.06,
      "end_s": 5.64,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.88,
      "end_s": 8.54,
      "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.96,
      "end_s": 9.6,
      "text_en": "JIW?",
      "text_native": "JIW?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 11.18,
      "text_en": "JSW, sir. Jindal Steel Works.",
      "text_native": "JSW, सर। Jindal Steel Works."
    },
    {
      "ucid": "21112178901858231",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.24,
      "end_s": 13.2,
      "text_en": "Okay, you are speaking from JSW. Tell me, sir.",
      "text_native": "Okay, JSW से बात कर रहे हो। बताइए सर।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.44,
      "end_s": 19.84,
      "text_en": "Yes sir, you had registered on our platform, right? The call was regarding that. I wanted to know about your business, sir. You had registered with this name here, right, Solvent Solutions? Are you a manufacturer?",
      "text_native": "हां सर जी, आपने हमारे platform पे register किया था ना, उसी के regarding call था। वही जानना था सर आपके business के बारे में। आपका यहां पे आपने इसी नाम से register किया था ना Solvent Solutions का? क्या manufacturer हैं क्या?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 22.04,
      "text_en": "Sir, your voice is not coming clearly.",
      "text_native": "सर आपकी आवाज ठीक से नहीं आ रही है।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 23.8,
      "text_en": "Uh, is it coming properly now?",
      "text_native": "अह अभी आ रही है बराबर?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.7,
      "end_s": 26.0,
      "text_en": "Hello, is the voice still coming?",
      "text_native": "हेलो, अभी भी आवाज आ रही है?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 26.8,
      "text_en": "Yes sir, is it coming now?",
      "text_native": "हां सर, अभी आ रही है?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 27.8,
      "text_en": "Yes, speak. Speak.",
      "text_native": "हां, बोलिए। बोलिए।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.9,
      "end_s": 30.0,
      "text_en": "Sir, I was asking if you could explain your business a little, sir?",
      "text_native": "सर पूछ रहा था कि आपका थोड़ा business explain कर सकते हैं सर?"
    },
    {
      "ucid": "21112178901858231",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 34.5,
      "text_en": "Sir, your voice is not coming clearly. When you speak, a lot of noise comes from the background.",
      "text_native": "सर आपकी आवाज clear नहीं आ पा रही है। आपकी आवाज जब आप बोलते हो ना तब पीछे से बहुत आवाज आ रही है।"
    },
    {
      "ucid": "21112178901858231",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 37.0,
      "text_en": "Oh. One minute, hold on, sir. One minute.",
      "text_native": "ओह। एक मिनट, hold on, सर। एक मिनट।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178901858231",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, hello. I am Aditya Pandey speaking from JSW One. ... you had registered on our platform, right? The call was regarding that.",
      "comment": "The agent gave a warm, non-pushy opening that referenced the customer's registration."
    },
    {
      "ucid": "21112178901858231",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello, are you speaking from Solvent Air Solution, sir?",
      "comment": "Only verified the company name (1/4 questions) before the call was derailed by a technical issue."
    },
    {
      "ucid": "21112178901858231",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Are you a manufacturer?",
      "comment": "Only asked one discovery question before the customer reported poor audio quality, preventing further progress."
    },
    {
      "ucid": "21112178901858231",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended due to a technical issue before the agent had an opportunity to explain the platform."
    },
    {
      "ucid": "21112178901858231",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was abandoned before any requirements could be discussed."
    },
    {
      "ucid": "21112178901858231",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No closure was possible as the call was terminated due to poor line quality."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}