{
  "ucid": "21112178913015451",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 18:05:54",
  "end_time": "2026-09-11 18:06:37",
  "duration_sec": 43,
  "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/DIA47855239d268774907ffa7d3c1312507.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 152,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178913015451__DIA47855239d268774907ffa7d3c1312507.mp3",
  "audio_bytes": 56808,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 18.936,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Yes. Shri Rama Industry?   (Yes. श्री रामा इंडस्ट्री?)\n[3s] CUSTOMER: Hello?   (हॅलो?)\n[4s] CUSTOMER: Yes?\n[5s] AGENT: Yes, good morning, uh good evening sir.\n[7s] CUSTOMER: What sir?   (क्या जी?)\n[8s] AGENT: Good evening sir.   (Good evening sir ji.)\n[9s] CUSTOMER: Your voice is not audible properly.   (आपका वोईस बराबर नहीं सुन रहा है।)\n[11s] AGENT: I will call you.   (मैं करता हूं आपको कॉल।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "noisy: The customer complains about poor voice quality, and there is background noise and some crosstalk, making transcription slightly difficult.",
  "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": 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": "The call was cut short by a technical issue. On the next attempt, remember to state your name and that you're calling from JSW One as part of the opening.",
  "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 greeted the customer and confirmed the company name. The customer immediately reported poor audio quality. The agent acknowledged the issue and stated they would call back, at which point the call ended. No business was discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not identify as JSW One or ask for permission before the customer reported a technical issue.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated due to a technical issue before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the call ended due to a technical issue.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress past the opening.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No qualification was attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent's promise to call back was a reaction to a technical issue, not a committed business next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call was cut short by a technical issue. On the next attempt, remember to state your name and that you're calling from JSW One as part of the opening.\", \"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 greeted the customer and confirmed the company name. The customer immediately reported poor audio quality. The agent acknowledged the issue and stated they would call back, at which point the call ended. No business was discussed.\"}",
  "error": null,
  "latency_ms": 28106,
  "input_tokens": 2699,
  "output_tokens": 644,
  "created_at": "2026-09-25 10:54:09",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.586,
  "agent_talk_sec": 5.1,
  "customer_talk_sec": 3.6,
  "dead_air_sec": 34.3,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 211.8,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 18,
  "words_customer": 11,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178913015451",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.3,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913015451",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.84,
      "end_s": 3.2,
      "text_en": "Yes. Shri Rama Industry?",
      "text_native": "Yes. श्री रामा इंडस्ट्री?"
    },
    {
      "ucid": "21112178913015451",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.6,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913015451",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.3,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178913015451",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 6.8,
      "text_en": "Yes, good morning, uh good evening sir.",
      "text_native": "Yes, good morning, uh good evening sir."
    },
    {
      "ucid": "21112178913015451",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.6,
      "text_en": "What sir?",
      "text_native": "क्या जी?"
    },
    {
      "ucid": "21112178913015451",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 8.8,
      "text_en": "Good evening sir.",
      "text_native": "Good evening sir ji."
    },
    {
      "ucid": "21112178913015451",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 11.2,
      "text_en": "Your voice is not audible properly.",
      "text_native": "आपका वोईस बराबर नहीं सुन रहा है।"
    },
    {
      "ucid": "21112178913015451",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 12.1,
      "text_en": "I will call you.",
      "text_native": "मैं करता हूं आपको कॉल।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178913015451",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not identify as JSW One or ask for permission before the customer reported a technical issue."
    },
    {
      "ucid": "21112178913015451",
      "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 terminated due to a technical issue before the hook could be delivered."
    },
    {
      "ucid": "21112178913015451",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery was attempted as the call ended due to a technical issue."
    },
    {
      "ucid": "21112178913015451",
      "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 the call did not progress past the opening."
    },
    {
      "ucid": "21112178913015451",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No qualification was attempted."
    },
    {
      "ucid": "21112178913015451",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent's promise to call back was a reaction to a technical issue, not a committed business next step."
    }
  ],
  "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": []
}