{
  "ucid": "21112178912821771",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 17:33:37",
  "end_time": "2026-09-11 17:34:29",
  "duration_sec": 52,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd9e98820b524e27bd93c864e4bd67214.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 158,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912821771__DIAd9e98820b524e27bd93c864e4bd67214.mp3",
  "audio_bytes": 88344,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 29.448,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Yes, Satish ji, hello.   (હા, સતીશજી, નમસ્તે.)\n[5s] CUSTOMER: Hello ji.   (નમસ્તે જી.)\n[6s] AGENT: Satish ji, from the JSW One platform [inaudible]   (સતીશજી, JSW One પ્લેટફોર્મ થી [inaudible])\n[7s] CUSTOMER: Hello.\n[8s] AGENT: [inaudible]\n[10s] CUSTOMER: Hello.\n[11s] AGENT: [inaudible]\n[12s] CUSTOMER: Hello.\n[13s] AGENT: [inaudible]\n[16s] CUSTOMER: Hello.\n[16s] AGENT: [inaudible]\n[18s] CUSTOMER: Hello.",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\", \"Hindi\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "very poor: Extreme background noise (call center chatter) on the agent's side makes most of their speech completely inaudible after the initial greeting.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "amber",
  "band_reason": "33% of turns inaudible - partial transcript, judge only what is legible",
  "band_language": "Gujarati",
  "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": "This call was unsuccessful due to a poor connection; no performance feedback can be drawn from this interaction.",
  "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 call was non-productive due to a severe connection issue. The agent attempted to open the call, but the customer repeatedly said 'Hello', indicating they could not hear. The call ended after less than a minute without any part of the pitch being delivered.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Satish ji, from the JSW One platform [inaudible]\", \"comment\": \"The agent introduced themself and the company but did not ask for permission to speak before the call broke down due to apparent connection issues.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the hook stage due to the poor connection.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call did not proceed past the introduction.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any qualification could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No next step was established as no meaningful conversation took place.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"This call was unsuccessful due to a poor connection; no performance feedback can be drawn from this interaction.\", \"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 call was non-productive due to a severe connection issue. The agent attempted to open the call, but the customer repeatedly said 'Hello', indicating they could not hear. The call ended after less than a minute without any part of the pitch being delivered.\"}",
  "error": null,
  "latency_ms": 28287,
  "input_tokens": 2767,
  "output_tokens": 649,
  "created_at": "2026-09-25 10:54:31",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "med",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.7,
  "agent_talk_sec": 9.8,
  "customer_talk_sec": 4.2,
  "dead_air_sec": 38.0,
  "longest_monologue_sec": 2.4,
  "agent_wpm": 104.1,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 0,
  "words_agent": 17,
  "words_customer": 9,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912821771",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.81,
      "end_s": 1.31,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.47,
      "end_s": 2.87,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.27,
      "end_s": 4.4,
      "text_en": "Yes, Satish ji, hello.",
      "text_native": "હા, સતીશજી, નમસ્તે."
    },
    {
      "ucid": "21112178912821771",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.76,
      "end_s": 5.36,
      "text_en": "Hello ji.",
      "text_native": "નમસ્તે જી."
    },
    {
      "ucid": "21112178912821771",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.86,
      "end_s": 6.99,
      "text_en": "Satish ji, from the JSW One platform [inaudible]",
      "text_native": "સતીશજી, JSW One પ્લેટફોર્મ થી [inaudible]"
    },
    {
      "ucid": "21112178912821771",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.26,
      "end_s": 7.76,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 9.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178912821771",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.7,
      "end_s": 12.0,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178912821771",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.4,
      "end_s": 13.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 11,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 15.5,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178912821771",
      "idx": 12,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 16.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912821771",
      "idx": 13,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 18.0,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178912821771",
      "idx": 14,
      "speaker": "customer",
      "start_s": 18.4,
      "end_s": 19.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912821771",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Satish ji, from the JSW One platform [inaudible]",
      "comment": "The agent introduced themself and the company but did not ask for permission to speak before the call broke down due to apparent connection issues."
    },
    {
      "ucid": "21112178912821771",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the hook stage due to the poor connection."
    },
    {
      "ucid": "21112178912821771",
      "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 did not proceed past the introduction."
    },
    {
      "ucid": "21112178912821771",
      "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."
    },
    {
      "ucid": "21112178912821771",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any qualification could be attempted."
    },
    {
      "ucid": "21112178912821771",
      "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 as no meaningful conversation took place."
    }
  ],
  "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": []
}