{
  "ucid": "21112178944796081",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 10:22:40",
  "end_time": "2026-09-15 10:23:23",
  "duration_sec": 43,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "Call_back_later",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4222f5bde5547453f9d937085bd63230.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 141,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944796081__DIA4222f5bde5547453f9d937085bd63230.mp3",
  "audio_bytes": 74088,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 24.696,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello, speak.   (हॅलो बोलिए)\n[2s] AGENT: Uh sir, I am Jeevan speaking from the JSW One platform.   (अह सर मैं जीवन बात कर रहा हूं JSW One प्लॅटफॉर्म से)\n[5s] CUSTOMER: Hello.   (हॅलो)\n[6s] AGENT: Yes sir, I saw your registration here on the JSW One platform. Do you have any requirement for HRCR sheet or coil right now?   (हां सर आपने आपका एक रजिस्ट्रेशन देखा था इधर JSW One प्लॅटफॉर्म में आपका कोई HRCR शीट या कॉइल का रिक्वायरमेंट है अभी?)\n[11s] CUSTOMER: Sir, can I call later? I am busy with work right now.   (सर मैं बाद में कॉल करूं अभी काम में हूं)\n[13s] AGENT: Okay, okay. I will send a message on WhatsApp. Call on the same number.   (ठीक है ठीक है मैं WhatsApp में मेसेज करके डाल दूं उसी नंबर में कॉल कर दीजिए)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the agent's side, but it does not affect transcription.",
  "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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer says they are busy, acknowledge their time and propose a specific time for a callback (e.g., 'Is 4 PM better?') instead of asking them to call you back.",
  "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 opened the call by referencing the customer's platform registration. The customer immediately stated they were busy and would call back later. The agent accepted this, said they would send a WhatsApp message, and asked the customer to call back, ending the conversation without gathering any details.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, I saw your registration here on the JSW One platform.\", \"comment\": \"Agent correctly opened by referencing the customer's action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any requirement details could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer was unwilling to speak, so no discovery questions were asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the closure stage; no price or timeline was discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, I saw your registration here on the JSW One platform. Do you have any requirement for HRCR sheet or coil right now?\", \"comment\": \"The agent did not re-pitch the company and went straight to the customer's need.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, acknowledge their time and propose a specific time for a callback (e.g., 'Is 4 PM better?') instead of asking them to call you back.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Sir, can I call later? I am busy with work right now.\", \"response\": \"Okay, okay. I will send a message on WhatsApp. Call on the same number.\"}], \"call_summary\": \"The agent opened the call by referencing the customer's platform registration. The customer immediately stated they were busy and would call back later. The agent accepted this, said they would send a WhatsApp message, and asked the customer to call back, ending the conversation without gathering any details.\"}",
  "error": null,
  "latency_ms": 34556,
  "input_tokens": 2840,
  "output_tokens": 727,
  "created_at": "2026-09-25 10:53:18",
  "sentiment": "negative",
  "sentiment_score": -0.41,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.779,
  "agent_talk_sec": 10.9,
  "customer_talk_sec": 3.1,
  "dead_air_sec": 29.0,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 269.7,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 49,
  "words_customer": 15,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178944796081",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.63,
      "text_en": "Hello, speak.",
      "text_native": "हॅलो बोलिए"
    },
    {
      "ucid": "21112178944796081",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.95,
      "end_s": 4.9,
      "text_en": "Uh sir, I am Jeevan speaking from the JSW One platform.",
      "text_native": "अह सर मैं जीवन बात कर रहा हूं JSW One प्लॅटफॉर्म से"
    },
    {
      "ucid": "21112178944796081",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.41,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178944796081",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.53,
      "end_s": 10.5,
      "text_en": "Yes sir, I saw your registration here on the JSW One platform. Do you have any requirement for HRCR sheet or coil right now?",
      "text_native": "हां सर आपने आपका एक रजिस्ट्रेशन देखा था इधर JSW One प्लॅटफॉर्म में आपका कोई HRCR शीट या कॉइल का रिक्वायरमेंट है अभी?"
    },
    {
      "ucid": "21112178944796081",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.62,
      "end_s": 12.5,
      "text_en": "Sir, can I call later? I am busy with work right now.",
      "text_native": "सर मैं बाद में कॉल करूं अभी काम में हूं"
    },
    {
      "ucid": "21112178944796081",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.63,
      "end_s": 15.64,
      "text_en": "Okay, okay. I will send a message on WhatsApp. Call on the same number.",
      "text_native": "ठीक है ठीक है मैं WhatsApp में मेसेज करके डाल दूं उसी नंबर में कॉल कर दीजिए"
    }
  ],
  "steps": [
    {
      "ucid": "21112178944796081",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes sir, I saw your registration here on the JSW One platform.",
      "comment": "Agent correctly opened by referencing the customer's action on the platform."
    },
    {
      "ucid": "21112178944796081",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before any requirement details could be revalidated."
    },
    {
      "ucid": "21112178944796081",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer was unwilling to speak, so no discovery questions were asked."
    },
    {
      "ucid": "21112178944796081",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the closure stage; no price or timeline was discussed."
    },
    {
      "ucid": "21112178944796081",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes sir, I saw your registration here on the JSW One platform. Do you have any requirement for HRCR sheet or coil right now?",
      "comment": "The agent did not re-pitch the company and went straight to the customer's need."
    }
  ],
  "objections": [
    {
      "ucid": "21112178944796081",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Sir, can I call later? I am busy with work right now.",
      "response": "Okay, okay. I will send a message on WhatsApp. Call on the same number."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}