{
  "ucid": "21112178901987821",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:27:58",
  "end_time": "2026-09-10 11:28:48",
  "duration_sec": 50,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9fc7a62ca8511c9da20429ebb2e5ec49.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 409,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901987821__DIA9fc7a62ca8511c9da20429ebb2e5ec49.mp3",
  "audio_bytes": 75816,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 25.272,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Yes?   (हां?)\n[2s] CUSTOMER: Yes sir, this is the company's number, now listen, Abdul is speaking.   (हां सर, ये कंपनी के नंबर है अभी बात सुनिए, अब्दुल बात कर रहा हूं।)\n[5s] CUSTOMER: Who is speaking?   (कौन बोल रहा है?)\n[6s] AGENT: Abdul, Abdul is speaking, sir, from JSW. This is the company's number, DID number.   (अब्दुल, अब्दुल बात कर रहा हूं सर मैं JSW से। ये कंपनी के नंबर है, DID नंबर।)\n[9s] AGENT: Sir, I have WhatsApped you, okay? When you have a requirement, you can connect with me, right?   (मैं सर आपको WhatsApp कर दिया हूं, ठीक है? जब आपको requirement होगा तो आप मेरे से connect कर लीजिएगा ना।)\n[13s] CUSTOMER: Okay, okay. I will see and will surely let you know. 100%.   (चलेगा, चलेगा। मैं देख के मैं पक्का बताऊंगा। 100%.)\n[16s] AGENT: Okay sir, okay sir. Thank you.   (ओके सर, ओके सर। थैंक यू।)\n[18s] CUSTOMER: Thank you.   (थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "noisy: There is background conversation/noise on the customer's line throughout the call, which makes some parts slightly difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "You must engage the customer on the call to understand their immediate needs instead of simply directing them to WhatsApp for a future 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 and customer connected briefly. The agent identified himself and informed the customer he had sent a WhatsApp message, asking the customer to connect there for future requirements. The call ended without any discussion of the customer's needs, product specifications, or pricing.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge a platform submission or any existing requirement.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No revalidation questions were asked about product, quantity, or location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not discuss price, stock, or a timeline, instead deferring the conversation.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I have WhatsApped you, okay? When you have a requirement, you can connect with me, right?\", \"comment\": \"The agent did not pitch any products, which satisfies the negative constraint of this step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must engage the customer on the call to understand their immediate needs instead of simply directing them to WhatsApp for a future 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\": [], \"call_summary\": \"The agent and customer connected briefly. The agent identified himself and informed the customer he had sent a WhatsApp message, asking the customer to connect there for future requirements. The call ended without any discussion of the customer's needs, product specifications, or pricing.\"}",
  "error": null,
  "latency_ms": 24730,
  "input_tokens": 2903,
  "output_tokens": 605,
  "created_at": "2026-09-25 11:10:32",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.567,
  "agent_talk_sec": 8.9,
  "customer_talk_sec": 6.8,
  "dead_air_sec": 34.3,
  "longest_monologue_sec": 7.1,
  "agent_wpm": 256.2,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 3,
  "words_agent": 38,
  "words_customer": 30,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901987821",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.07,
      "end_s": 1.54,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901987821",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.74,
      "end_s": 2.01,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178901987821",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.23,
      "end_s": 4.64,
      "text_en": "Yes sir, this is the company's number, now listen, Abdul is speaking.",
      "text_native": "हां सर, ये कंपनी के नंबर है अभी बात सुनिए, अब्दुल बात कर रहा हूं।"
    },
    {
      "ucid": "21112178901987821",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.9,
      "end_s": 5.6,
      "text_en": "Who is speaking?",
      "text_native": "कौन बोल रहा है?"
    },
    {
      "ucid": "21112178901987821",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.74,
      "end_s": 9.04,
      "text_en": "Abdul, Abdul is speaking, sir, from JSW. This is the company's number, DID number.",
      "text_native": "अब्दुल, अब्दुल बात कर रहा हूं सर मैं JSW से। ये कंपनी के नंबर है, DID नंबर।"
    },
    {
      "ucid": "21112178901987821",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.44,
      "end_s": 13.24,
      "text_en": "Sir, I have WhatsApped you, okay? When you have a requirement, you can connect with me, right?",
      "text_native": "मैं सर आपको WhatsApp कर दिया हूं, ठीक है? जब आपको requirement होगा तो आप मेरे से connect कर लीजिएगा ना।"
    },
    {
      "ucid": "21112178901987821",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.43,
      "end_s": 16.19,
      "text_en": "Okay, okay. I will see and will surely let you know. 100%.",
      "text_native": "चलेगा, चलेगा। मैं देख के मैं पक्का बताऊंगा। 100%."
    },
    {
      "ucid": "21112178901987821",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.27,
      "end_s": 17.81,
      "text_en": "Okay sir, okay sir. Thank you.",
      "text_native": "ओके सर, ओके सर। थैंक यू।"
    },
    {
      "ucid": "21112178901987821",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 18.64,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178901987821",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not acknowledge a platform submission or any existing requirement."
    },
    {
      "ucid": "21112178901987821",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No revalidation questions were asked about product, quantity, or location."
    },
    {
      "ucid": "21112178901987821",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business or needs."
    },
    {
      "ucid": "21112178901987821",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not discuss price, stock, or a timeline, instead deferring the conversation."
    },
    {
      "ucid": "21112178901987821",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I have WhatsApped you, okay? When you have a requirement, you can connect with me, right?",
      "comment": "The agent did not pitch any products, which satisfies the negative constraint of this step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}