{
  "ucid": "21112178903594911",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 15:55:48",
  "end_time": "2026-09-10 15:56:31",
  "duration_sec": 43,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Call_back_later",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8fa89e5e74506acf6b5731b7ac742a89.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 345,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178903594911__DIA8fa89e5e74506acf6b5731b7ac742a89.mp3",
  "audio_bytes": 61560,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 20.52,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[7s] AGENT: Hello, Atharva ji, good evening. I am Sanket speaking from JSW One. You were exploring some account, your account was visible on my portal.   (Hello, अथर्व जी, good evening. मैं संकेत बोल रहा हूं JSW One से. आप कुछ account explore कर रहे थे, ये आपका account दिख रहा था मेरे portal में.)\n[14s] CUSTOMER: I will call you later, I am a bit busy with work.   (मैं आपको बाद में फोन करता हूं, काम में हूं थोड़ा.)\n[17s] AGENT: Okay, alright.   (Okay, ठीक है.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 5,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "amber",
  "band_reason": "only 5 turns - short exchange, limited evidence to score",
  "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 says they are busy and will call back, try to secure a specific time for the next call instead of leaving it open-ended.",
  "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 introduced himself and the reason for the call, referencing the customer's recent registration. The customer immediately stated they were busy and would call back later. The agent accepted this, and the call ended without any discovery or next steps being established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, Atharva ji, good evening. I am Sanket speaking from JSW One. You were exploring some account, your account was visible on my portal.\", \"comment\": \"The agent provided a warm welcome, identified themselves and the company, and gave context for the call without being pushy.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent was unable to ask any basic profile questions before the customer ended the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement or schedule a specific callback date after the customer said they were busy.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback time, or a walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy and will call back, try to secure a specific time for the next call instead of leaving it open-ended.\", \"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 introduced himself and the reason for the call, referencing the customer's recent registration. The customer immediately stated they were busy and would call back later. The agent accepted this, and the call ended without any discovery or next steps being established.\"}",
  "error": null,
  "latency_ms": 21243,
  "input_tokens": 2759,
  "output_tokens": 694,
  "created_at": "2026-09-25 11:07:37",
  "sentiment": "negative",
  "sentiment_score": -0.41,
  "sentiment_confidence": "med",
  "pos": 0,
  "neg": 6,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.75,
  "agent_talk_sec": 8.4,
  "customer_talk_sec": 2.8,
  "dead_air_sec": 31.8,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 192.9,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 2,
  "discovery_qs": 0,
  "words_agent": 27,
  "words_customer": 13,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178903594911",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.53,
      "end_s": 6.06,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178903594911",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.26,
      "end_s": 6.66,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178903594911",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.86,
      "end_s": 13.8,
      "text_en": "Hello, Atharva ji, good evening. I am Sanket speaking from JSW One. You were exploring some account, your account was visible on my portal.",
      "text_native": "Hello, अथर्व जी, good evening. मैं संकेत बोल रहा हूं JSW One से. आप कुछ account explore कर रहे थे, ये आपका account दिख रहा था मेरे portal में."
    },
    {
      "ucid": "21112178903594911",
      "idx": 3,
      "speaker": "customer",
      "start_s": 14.04,
      "end_s": 16.28,
      "text_en": "I will call you later, I am a bit busy with work.",
      "text_native": "मैं आपको बाद में फोन करता हूं, काम में हूं थोड़ा."
    },
    {
      "ucid": "21112178903594911",
      "idx": 4,
      "speaker": "agent",
      "start_s": 16.83,
      "end_s": 17.86,
      "text_en": "Okay, alright.",
      "text_native": "Okay, ठीक है."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903594911",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hello, Atharva ji, good evening. I am Sanket speaking from JSW One. You were exploring some account, your account was visible on my portal.",
      "comment": "The agent provided a warm welcome, identified themselves and the company, and gave context for the call without being pushy."
    },
    {
      "ucid": "21112178903594911",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent was unable to ask any basic profile questions before the customer ended the conversation."
    },
    {
      "ucid": "21112178903594911",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178903594911",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent had a chance to explain the platform."
    },
    {
      "ucid": "21112178903594911",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask about a current requirement or schedule a specific callback date after the customer said they were busy."
    },
    {
      "ucid": "21112178903594911",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a specific callback time, or a walkthrough being scheduled."
    }
  ],
  "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": []
}