{
  "ucid": "21112178910995731",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 12:29:17",
  "end_time": "2026-09-11 12:30:55",
  "duration_sec": 98,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2bccfb373d37b219a8c481bc5cec3d53.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 234,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910995731__DIA2bccfb373d37b219a8c481bc5cec3d53.mp3",
  "audio_bytes": 238032,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 79.344,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.   (हलो।)\n[2s] AGENT: Hello. Hello Namaste ji, Raunak Mehta speaking from JSW One. Is this Virdev ji's number?   (हलो। हलो नमस्ते जी, रौनक मेहता बात कर रहा हूं JSW One से। ये वीरदेव जी का नंबर है क्या ये?)\n[8s] CUSTOMER: No sir, it's not Virdev's.   (नहीं जी, वीरदेव का नहीं है।)\n[9s] AGENT: Okay. HR sheet, I had called for a material requirement. The HR sheet that you take, right?   (ओके। HR sheet हमें मैंने मटेरियल रिक्वायरमेंट के लिए कॉल किया था। HR sheet जो लेते हैं ना आप?)\n[15s] CUSTOMER: Call on his phone once, I'll tell you the number.   (एक बार उनके फोन पर फोन कर लो, मैं नंबर बताती हूं।)\n[18s] AGENT: Yes ji, please tell me.   (हां जी, बोलिए।)\n[20s] CUSTOMER: Hmm, 94, 94   (हम्म, 94, 94)\n[22s] AGENT: I... okay, 94   (मुझे ओके, 94)\n[24s] CUSTOMER: 66\n[25s] AGENT: 66\n[26s] CUSTOMER: 52\n[27s] AGENT: 52\n[28s] CUSTOMER: 6533\n[30s] AGENT: After 52?   (52 के बाद?)\n[32s] CUSTOMER: 9466526533\n[35s] AGENT: Uh, one one, will you tell me once again? 946652   (अह एक एक फिर से एक बार बताएंगे? 946652)\n[40s] CUSTOMER: 6533",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is some minor background noise, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "This was a wrong number call, so the pitch couldn't be delivered. You handled it correctly by politely getting the right contact number to re-attempt the call.",
  "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 number for 'Virdev ji' but reached the wrong person. The person who answered was helpful and provided a different, correct number for the intended contact. The call consisted entirely of the agent obtaining and confirming this new number.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello. Hello Namaste ji, Raunak Mehta speaking from JSW One. Is this Virdev ji's number?\", \"comment\": \"Agent greeted, identified himself and JSW One, and attempted to verify the contact's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was identified as a wrong number before any hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the agent was speaking to the wrong person.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No next step was established; the call ended while the agent was collecting the correct phone number.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"This was a wrong number call, so the pitch couldn't be delivered. You handled it correctly by politely getting the right contact number to re-attempt the call.\", \"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 number for 'Virdev ji' but reached the wrong person. The person who answered was helpful and provided a different, correct number for the intended contact. The call consisted entirely of the agent obtaining and confirming this new number.\"}",
  "error": null,
  "latency_ms": 28459,
  "input_tokens": 2986,
  "output_tokens": 669,
  "created_at": "2026-09-25 11:01:48",
  "sentiment": "neutral",
  "sentiment_score": -0.08,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.577,
  "agent_talk_sec": 18.7,
  "customer_talk_sec": 13.7,
  "dead_air_sec": 65.6,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 173.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 54,
  "words_customer": 24,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910995731",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.57,
      "end_s": 1.9,
      "text_en": "Hello.",
      "text_native": "हलो।"
    },
    {
      "ucid": "21112178910995731",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 7.04,
      "text_en": "Hello. Hello Namaste ji, Raunak Mehta speaking from JSW One. Is this Virdev ji's number?",
      "text_native": "हलो। हलो नमस्ते जी, रौनक मेहता बात कर रहा हूं JSW One से। ये वीरदेव जी का नंबर है क्या ये?"
    },
    {
      "ucid": "21112178910995731",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.56,
      "end_s": 9.2,
      "text_en": "No sir, it's not Virdev's.",
      "text_native": "नहीं जी, वीरदेव का नहीं है।"
    },
    {
      "ucid": "21112178910995731",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 14.5,
      "text_en": "Okay. HR sheet, I had called for a material requirement. The HR sheet that you take, right?",
      "text_native": "ओके। HR sheet हमें मैंने मटेरियल रिक्वायरमेंट के लिए कॉल किया था। HR sheet जो लेते हैं ना आप?"
    },
    {
      "ucid": "21112178910995731",
      "idx": 4,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 17.5,
      "text_en": "Call on his phone once, I'll tell you the number.",
      "text_native": "एक बार उनके फोन पर फोन कर लो, मैं नंबर बताती हूं।"
    },
    {
      "ucid": "21112178910995731",
      "idx": 5,
      "speaker": "agent",
      "start_s": 17.6,
      "end_s": 18.8,
      "text_en": "Yes ji, please tell me.",
      "text_native": "हां जी, बोलिए।"
    },
    {
      "ucid": "21112178910995731",
      "idx": 6,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 21.5,
      "text_en": "Hmm, 94, 94",
      "text_native": "हम्म, 94, 94"
    },
    {
      "ucid": "21112178910995731",
      "idx": 7,
      "speaker": "agent",
      "start_s": 21.6,
      "end_s": 23.5,
      "text_en": "I... okay, 94",
      "text_native": "मुझे ओके, 94"
    },
    {
      "ucid": "21112178910995731",
      "idx": 8,
      "speaker": "customer",
      "start_s": 23.9,
      "end_s": 24.5,
      "text_en": "66",
      "text_native": "66"
    },
    {
      "ucid": "21112178910995731",
      "idx": 9,
      "speaker": "agent",
      "start_s": 25.2,
      "end_s": 25.7,
      "text_en": "66",
      "text_native": "66"
    },
    {
      "ucid": "21112178910995731",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.3,
      "end_s": 26.9,
      "text_en": "52",
      "text_native": "52"
    },
    {
      "ucid": "21112178910995731",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.4,
      "end_s": 27.9,
      "text_en": "52",
      "text_native": "52"
    },
    {
      "ucid": "21112178910995731",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 29.8,
      "text_en": "6533",
      "text_native": "6533"
    },
    {
      "ucid": "21112178910995731",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 31.0,
      "text_en": "After 52?",
      "text_native": "52 के बाद?"
    },
    {
      "ucid": "21112178910995731",
      "idx": 14,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 34.5,
      "text_en": "9466526533",
      "text_native": "9466526533"
    },
    {
      "ucid": "21112178910995731",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.9,
      "end_s": 38.5,
      "text_en": "Uh, one one, will you tell me once again? 946652",
      "text_native": "अह एक एक फिर से एक बार बताएंगे? 946652"
    },
    {
      "ucid": "21112178910995731",
      "idx": 16,
      "speaker": "customer",
      "start_s": 39.8,
      "end_s": 41.5,
      "text_en": "6533",
      "text_native": "6533"
    }
  ],
  "steps": [
    {
      "ucid": "21112178910995731",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello. Hello Namaste ji, Raunak Mehta speaking from JSW One. Is this Virdev ji's number?",
      "comment": "Agent greeted, identified himself and JSW One, and attempted to verify the contact's name."
    },
    {
      "ucid": "21112178910995731",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was identified as a wrong number before any hook could be delivered."
    },
    {
      "ucid": "21112178910995731",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the agent was speaking to the wrong person."
    },
    {
      "ucid": "21112178910995731",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178910995731",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178910995731",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No next step was established; the call ended while the agent was collecting the correct phone number."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}