{
  "ucid": "21112178912161721",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:43:37",
  "end_time": "2026-09-11 15:44:19",
  "duration_sec": 42,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7027e76de948810a9378ec594c91a6ae.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 192,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912161721__DIA7027e76de948810a9378ec594c91a6ae.mp3",
  "audio_bytes": 49248,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 16.416,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[3s] CUSTOMER: What is the rate going on?   (क्या रेट चल रहा है?)\n[4s] AGENT: Yes Mr. Faizal, how are you?\n[7s] CUSTOMER: Hello?   (हॅलो?)\n[8s] AGENT: Yes Mr. Faizal, how are you?\n[10s] CUSTOMER: What is the rate going on?   (क्या रेट चल रहा है?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "noisy: Background chatter is present throughout the call, making some parts slightly muffled.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "6 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer immediately asks for the price, you must still deliver the full opener to introduce yourself and JSW One to take control of 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 customer opened the call by immediately asking for the current rate. The agent greeted the customer by name but failed to introduce himself or the company, and did not take control of the conversation. The call ended abruptly before any part of the sales pitch could be delivered.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes Mr. Faizal, how are you?\", \"comment\": \"Agent used the customer's name but failed to introduce himself or JSW One, and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about or qualify a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for the price, you must still deliver the full opener to introduce yourself and JSW One to take control of 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 customer opened the call by immediately asking for the current rate. The agent greeted the customer by name but failed to introduce himself or the company, and did not take control of the conversation. The call ended abruptly before any part of the sales pitch could be delivered.\"}",
  "error": null,
  "latency_ms": 18875,
  "input_tokens": 2647,
  "output_tokens": 640,
  "created_at": "2026-09-25 10:57:25",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.492,
  "agent_talk_sec": 2.9,
  "customer_talk_sec": 3.0,
  "dead_air_sec": 36.1,
  "longest_monologue_sec": 1.5,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 2,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 12,
  "words_customer": 14,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912161721",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.37,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912161721",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.57,
      "end_s": 3.5,
      "text_en": "What is the rate going on?",
      "text_native": "क्या रेट चल रहा है?"
    },
    {
      "ucid": "21112178912161721",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 5.24,
      "text_en": "Yes Mr. Faizal, how are you?",
      "text_native": "Yes Mr. Faizal, how are you?"
    },
    {
      "ucid": "21112178912161721",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.34,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912161721",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.34,
      "end_s": 9.84,
      "text_en": "Yes Mr. Faizal, how are you?",
      "text_native": "Yes Mr. Faizal, how are you?"
    },
    {
      "ucid": "21112178912161721",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.3,
      "text_en": "What is the rate going on?",
      "text_native": "क्या रेट चल रहा है?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912161721",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes Mr. Faizal, how are you?",
      "comment": "Agent used the customer's name but failed to introduce himself or JSW One, and did not ask for permission to speak."
    },
    {
      "ucid": "21112178912161721",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could deliver a hook."
    },
    {
      "ucid": "21112178912161721",
      "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."
    },
    {
      "ucid": "21112178912161721",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was done."
    },
    {
      "ucid": "21112178912161721",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about or qualify a current requirement."
    },
    {
      "ucid": "21112178912161721",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step committed."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}