{
  "ucid": "21112178910573091",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 11:18:50",
  "end_time": "2026-09-11 11:19:35",
  "duration_sec": 45,
  "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/DIA96ea3fdb35c5a61f145050478481d1aa.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 269,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910573091__DIA96ea3fdb35c5a61f145050478481d1aa.mp3",
  "audio_bytes": 67176,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 22.392,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello Mahalakshmi Traders?   (हॅलो महालक्ष्मी ट्रेडर्स?)\n[3s] CUSTOMER: Yes, speak.   (हां बोल)\n[4s] AGENT: Yes sir, greetings, I am Aditya Pandey speaking from JSW One.   (हां सर, नमस्कार, मी आदित्य पांडे बोलतोय JSW One पासून.)\n[8s] CUSTOMER: Yes sir.   (हां सर)\n[9s] CUSTOMER: Sir, can I call later, I am unloading a vehicle right now.   (सर, बाद में कॉल करू, अभी गाडी खाली कर रहा हूं।)\n[12s] AGENT: Okay sir, alright. I will WhatsApp you. You can call me back on this.   (ओके सर, ठीक है। मैं आपको WhatsApp करता हूं। आप मुझे इसपे कॉल बैक कर दीजिएगा।)\n[16s] CUSTOMER: Yes, that will work, okay.   (हां, चलेगा, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Marathi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side but it does not affect transcription.",
  "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": "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 is busy, take control by proposing a specific callback time like 'this afternoon at 4pm?' instead of asking them to call you back.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "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 to Mahalakshmi Traders. The customer stated they were busy unloading a vehicle and asked to be called later. The agent agreed to send a WhatsApp and asked the customer to call back, ending the call without securing a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, greetings, I am Aditya Pandey speaking from JSW One.\", \"comment\": \"The agent provided a polite, non-pushy opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello Mahalakshmi Traders?\", \"comment\": \"The agent only confirmed the company name before the customer deflected the call.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before discovery could begin.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for the agent to reach this step.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer was busy and deflected before the agent could ask about requirements.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you. You can call me back on this.\", \"comment\": \"The agent did not secure a specific callback time, instead putting the onus on the customer to call back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is busy, take control by proposing a specific callback time like 'this afternoon at 4pm?' instead of asking them to call you back.\", \"segment_detected\": \"trader\", \"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 to Mahalakshmi Traders. The customer stated they were busy unloading a vehicle and asked to be called later. The agent agreed to send a WhatsApp and asked the customer to call back, ending the call without securing a firm next step.\"}",
  "error": null,
  "latency_ms": 26242,
  "input_tokens": 2823,
  "output_tokens": 677,
  "created_at": "2026-09-25 11:04:07",
  "sentiment": "neutral",
  "sentiment_score": 0.06,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.547,
  "agent_talk_sec": 8.1,
  "customer_talk_sec": 6.7,
  "dead_air_sec": 30.2,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 207.4,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 28,
  "words_customer": 22,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910573091",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.21,
      "end_s": 1.67,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178910573091",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.88,
      "text_en": "Hello Mahalakshmi Traders?",
      "text_native": "हॅलो महालक्ष्मी ट्रेडर्स?"
    },
    {
      "ucid": "21112178910573091",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.5,
      "text_en": "Yes, speak.",
      "text_native": "हां बोल"
    },
    {
      "ucid": "21112178910573091",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.89,
      "end_s": 7.46,
      "text_en": "Yes sir, greetings, I am Aditya Pandey speaking from JSW One.",
      "text_native": "हां सर, नमस्कार, मी आदित्य पांडे बोलतोय JSW One पासून."
    },
    {
      "ucid": "21112178910573091",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.4,
      "text_en": "Yes sir.",
      "text_native": "हां सर"
    },
    {
      "ucid": "21112178910573091",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 11.78,
      "text_en": "Sir, can I call later, I am unloading a vehicle right now.",
      "text_native": "सर, बाद में कॉल करू, अभी गाडी खाली कर रहा हूं।"
    },
    {
      "ucid": "21112178910573091",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 15.5,
      "text_en": "Okay sir, alright. I will WhatsApp you. You can call me back on this.",
      "text_native": "ओके सर, ठीक है। मैं आपको WhatsApp करता हूं। आप मुझे इसपे कॉल बैक कर दीजिएगा।"
    },
    {
      "ucid": "21112178910573091",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 17.8,
      "text_en": "Yes, that will work, okay.",
      "text_native": "हां, चलेगा, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178910573091",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes sir, greetings, I am Aditya Pandey speaking from JSW One.",
      "comment": "The agent provided a polite, non-pushy opening."
    },
    {
      "ucid": "21112178910573091",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello Mahalakshmi Traders?",
      "comment": "The agent only confirmed the company name before the customer deflected the call."
    },
    {
      "ucid": "21112178910573091",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before discovery could begin."
    },
    {
      "ucid": "21112178910573091",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for the agent to reach this step."
    },
    {
      "ucid": "21112178910573091",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer was busy and deflected before the agent could ask about requirements."
    },
    {
      "ucid": "21112178910573091",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will WhatsApp you. You can call me back on this.",
      "comment": "The agent did not secure a specific callback time, instead putting the onus on the customer to call back."
    }
  ],
  "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": []
}