{
  "ucid": "21112178912443761",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:30:37",
  "end_time": "2026-09-11 16:31:35",
  "duration_sec": 58,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc9e869771a5ec9cc44322d2159d0ef7e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 178,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912443761__DIAc9e869771a5ec9cc44322d2159d0ef7e.mp3",
  "audio_bytes": 131112,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 43.704,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] UNKNOWN: Hello.\n[2s] UNKNOWN: Hello.\n[4s] UNKNOWN: Yes, you take it and talk to them.   (हां आप लीजिए इनसे बात कीजिए।)\n[6s] CUSTOMER: Yes.   (हां।)\n[7s] CUSTOMER: Yes?   (ಹೌದು?)\n[8s] CUSTOMER: Hello?\n[8s] AGENT: Hello.\n[9s] CUSTOMER: Hello?\n[10s] CUSTOMER: Hello?\n[10s] AGENT: Hello?\n[11s] AGENT: Yes sir, hello.   (हां सर, नमस्ते।)\n[12s] CUSTOMER: Hello.   (नमस्ते।)\n[13s] CUSTOMER: Tell me, madam.\n[14s] AGENT: Sir, I am Rauni speaking, from the JSW One platform.   (सर मैं राउनी बात कर रही हूं, JSW One प्लेटफॉर्म से।)\n[17s] CUSTOMER: Okay, okay, you've repeated this before also...   (Okay, okay, pehle bhi to repeating...)\n[18s] AGENT: Sir, do you have any requirement right now?   (सर आपका कुछ रिक्वायरमेंट है क्या अभी?)\n[20s] AGENT: Uh, sir, do you have any requirement in MS?\n[22s] CUSTOMER: No, not any, I am not having any requirement, madam.\n[24s] AGENT: Okay, okay, okay, okay. No problem, sir. Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Kannada\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "noisy: Significant background conversation and crosstalk at the beginning of the call during a phone handover.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they've been called before, acknowledge it briefly but still follow the script to build rapport and discover future needs, rather than jumping straight to asking for an immediate requirement.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced themself and JSW One. The customer noted they had received calls before, at which point the agent skipped discovery and asked directly for a current requirement. The customer stated they had no requirement, and the agent ended the call without setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and immediately asked for a requirement after the introduction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only asked about an immediate requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent ended the call with 'Thank you' without attempting to set a next step for a future callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they've been called before, acknowledge it briefly but still follow the script to build rapport and discover future needs, rather than jumping straight to asking for an immediate requirement.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced themself and JSW One. The customer noted they had received calls before, at which point the agent skipped discovery and asked directly for a current requirement. The customer stated they had no requirement, and the agent ended the call without setting a next step.\"}",
  "error": null,
  "latency_ms": 29298,
  "input_tokens": 2884,
  "output_tokens": 677,
  "created_at": "2026-09-25 10:56:19",
  "sentiment": "negative",
  "sentiment_score": -0.186,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 3,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.57,
  "agent_talk_sec": 9.8,
  "customer_talk_sec": 7.4,
  "dead_air_sec": 40.8,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 251.0,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 9,
  "discovery_qs": 3,
  "words_agent": 41,
  "words_customer": 26,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912443761",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.57,
      "end_s": 1.07,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912443761",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 1.7,
      "end_s": 2.98,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912443761",
      "idx": 2,
      "speaker": "unknown",
      "start_s": 3.88,
      "end_s": 5.48,
      "text_en": "Yes, you take it and talk to them.",
      "text_native": "हां आप लीजिए इनसे बात कीजिए।"
    },
    {
      "ucid": "21112178912443761",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178912443761",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.2,
      "text_en": "Yes?",
      "text_native": "ಹೌದು?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.3,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 9.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912443761",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 9.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.8,
      "end_s": 10.2,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 10.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 10,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 11.8,
      "text_en": "Yes sir, hello.",
      "text_native": "हां सर, नमस्ते।"
    },
    {
      "ucid": "21112178912443761",
      "idx": 11,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.8,
      "text_en": "Hello.",
      "text_native": "नमस्ते।"
    },
    {
      "ucid": "21112178912443761",
      "idx": 12,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 13.5,
      "text_en": "Tell me, madam.",
      "text_native": "Tell me, madam."
    },
    {
      "ucid": "21112178912443761",
      "idx": 13,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 16.2,
      "text_en": "Sir, I am Rauni speaking, from the JSW One platform.",
      "text_native": "सर मैं राउनी बात कर रही हूं, JSW One प्लेटफॉर्म से।"
    },
    {
      "ucid": "21112178912443761",
      "idx": 14,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 18.5,
      "text_en": "Okay, okay, you've repeated this before also...",
      "text_native": "Okay, okay, pehle bhi to repeating..."
    },
    {
      "ucid": "21112178912443761",
      "idx": 15,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 19.8,
      "text_en": "Sir, do you have any requirement right now?",
      "text_native": "सर आपका कुछ रिक्वायरमेंट है क्या अभी?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 16,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 21.5,
      "text_en": "Uh, sir, do you have any requirement in MS?",
      "text_native": "Uh, sir, do you have any requirement in MS?"
    },
    {
      "ucid": "21112178912443761",
      "idx": 17,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 24.2,
      "text_en": "No, not any, I am not having any requirement, madam.",
      "text_native": "No, not any, I am not having any requirement, madam."
    },
    {
      "ucid": "21112178912443761",
      "idx": 18,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 26.8,
      "text_en": "Okay, okay, okay, okay. No problem, sir. Thank you.",
      "text_native": "Okay, okay, okay, okay. No problem, sir. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912443761",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified the company but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178912443761",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook and immediately asked for a requirement after the introduction."
    },
    {
      "ucid": "21112178912443761",
      "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; the agent only asked about an immediate requirement."
    },
    {
      "ucid": "21112178912443761",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched as no discovery was done."
    },
    {
      "ucid": "21112178912443761",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement right now?",
      "comment": "The agent successfully asked if a current requirement exists, which the customer denied."
    },
    {
      "ucid": "21112178912443761",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent ended the call with 'Thank you' without attempting to set a next step for a future callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}