{
  "ucid": "21112178912507071",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:41:10",
  "end_time": "2026-09-11 16:41:59",
  "duration_sec": 49,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa6de69961fcf93d097fe503a16d124a2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 175,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912507071__DIAa6de69961fcf93d097fe503a16d124a2.mp3",
  "audio_bytes": 108648,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 36.216,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hi, if you record your name and reason for calling, I'll see if this person is available.\n[6s] CUSTOMER: Hello.\n[10s] UNKNOWN: Thanks. Please stay on the line.\n[14s] CUSTOMER: Hello.\n[14s] AGENT: Hello.\n[16s] CUSTOMER: Yes.   (हां जी।)\n[16s] AGENT: Uh, yes sir, good evening. This is Kartikeya speaking from JSW One.   (अह, हां जी सर, good evening. कार्तिकेय बात कर रहा था JSW One से।)\n[20s] CUSTOMER: I will call you right now, once I am a little free.   (मैं अभी आपको करता हूं, थोड़ा फ्री होके।)\n[22s] AGENT: Okay, okay sir.   (अच्छा, okay sir.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The call begins with an automated call forwarding system before the agent and customer are connected. There is some background office noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": "When a customer asks to call back, acknowledge their request and then try to secure a specific time, like 'Sure, is later this afternoon or tomorrow morning better?'",
  "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 JSW One. The customer immediately stated they were busy and would call back after they were free. The agent agreed and the call ended without any business being discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, yes sir, good evening. This is Kartikeya speaking from JSW One.\", \"comment\": \"The agent successfully opened the call with a greeting and identification, but the customer pre-emptively declined to speak before permission could be asked.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer interrupted and ended the conversation before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was terminated early by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where a pitch could be made.\"}, {\"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\": \"Okay, okay sir.\", \"comment\": \"The agent accepted the customer's vague promise to call back, but did not secure a specific, committed time for the next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to call back, acknowledge their request and then try to secure a specific time, like 'Sure, is later this afternoon or tomorrow morning better?'\", \"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 JSW One. The customer immediately stated they were busy and would call back after they were free. The agent agreed and the call ended without any business being discussed.\"}",
  "error": null,
  "latency_ms": 23351,
  "input_tokens": 2740,
  "output_tokens": 678,
  "created_at": "2026-09-25 10:55:52",
  "sentiment": "neutral",
  "sentiment_score": 0.07,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.551,
  "agent_talk_sec": 4.3,
  "customer_talk_sec": 3.5,
  "dead_air_sec": 41.2,
  "longest_monologue_sec": 2.8,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 0,
  "words_agent": 16,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912507071",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.31,
      "end_s": 4.2,
      "text_en": "Hi, if you record your name and reason for calling, I'll see if this person is available.",
      "text_native": "Hi, if you record your name and reason for calling, I'll see if this person is available."
    },
    {
      "ucid": "21112178912507071",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 6.01,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912507071",
      "idx": 2,
      "speaker": "unknown",
      "start_s": 10.0,
      "end_s": 11.6,
      "text_en": "Thanks. Please stay on the line.",
      "text_native": "Thanks. Please stay on the line."
    },
    {
      "ucid": "21112178912507071",
      "idx": 3,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 14.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912507071",
      "idx": 4,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 15.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912507071",
      "idx": 5,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 16.0,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912507071",
      "idx": 6,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 19.0,
      "text_en": "Uh, yes sir, good evening. This is Kartikeya speaking from JSW One.",
      "text_native": "अह, हां जी सर, good evening. कार्तिकेय बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178912507071",
      "idx": 7,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 21.5,
      "text_en": "I will call you right now, once I am a little free.",
      "text_native": "मैं अभी आपको करता हूं, थोड़ा फ्री होके।"
    },
    {
      "ucid": "21112178912507071",
      "idx": 8,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 22.5,
      "text_en": "Okay, okay sir.",
      "text_native": "अच्छा, okay sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912507071",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, yes sir, good evening. This is Kartikeya speaking from JSW One.",
      "comment": "The agent successfully opened the call with a greeting and identification, but the customer pre-emptively declined to speak before permission could be asked."
    },
    {
      "ucid": "21112178912507071",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer interrupted and ended the conversation before the agent could deliver the hook."
    },
    {
      "ucid": "21112178912507071",
      "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 call was terminated early by the customer."
    },
    {
      "ucid": "21112178912507071",
      "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 point where a pitch could be made."
    },
    {
      "ucid": "21112178912507071",
      "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": "21112178912507071",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, okay sir.",
      "comment": "The agent accepted the customer's vague promise to call back, but did not secure a specific, committed time for the next step."
    }
  ],
  "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": []
}