{
  "ucid": "21112178944843651",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 10:30:36",
  "end_time": "2026-09-15 10:31:29",
  "duration_sec": 53,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdeb395066211074e56b04935c19c3947.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 139,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944843651__DIAdeb395066211074e56b04935c19c3947.mp3",
  "audio_bytes": 106272,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 35.424,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[4s] AGENT: Uh Faizan ji, greetings, Rohit speaking from JSW One.   (अह फैजान जी नमस्ते, रोहित बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes?\n[8s] AGENT: Hello, Rohit speaking from JSW One.   (हेलो, रोहित बात कर रहा हूं JSW One से।)\n[10s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[13s] AGENT: This new RR steel   (ये न्यू आरआर स्टील करके)\n[14s] UNKNOWN: The person you are speaking to has put your call on hold. Please stay on the line. The person you are speaking to has put your call on hold   (ज्या व्यक्तीशी आपण बोलत आहात, त्यांनी आपला कॉल होल्डवर ठेवला आहे. कृपया लाईनवर रहा. आप जिस व्यक्ती से बात कर रहे हैं, उसने आपकी कॉल को होल्ड पर)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Marathi\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The call is put on hold and the recording ends during the IVR message.",
  "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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "Your opener needs to immediately state the reason for the call by referencing the customer's action, for example: 'I'm calling about the requirement you placed on our platform'.",
  "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 to the customer, Faizan from 'new RR steel'. Before the agent could fully state the purpose of the call, the customer placed the call on hold and it ended. No business details were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"This new RR steel करके\", \"comment\": \"The agent referenced the customer's company name but did not explicitly acknowledge that the customer had submitted a requirement on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was put on hold by the customer before any requirement details could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the closure stage.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for any unnecessary re-pitching to occur.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opener needs to immediately state the reason for the call by referencing the customer's action, for example: 'I'm calling about the requirement you placed on our platform'.\", \"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 to the customer, Faizan from 'new RR steel'. Before the agent could fully state the purpose of the call, the customer placed the call on hold and it ended. No business details were discussed.\"}",
  "error": null,
  "latency_ms": 20978,
  "input_tokens": 2845,
  "output_tokens": 594,
  "created_at": "2026-09-25 10:52:59",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.733,
  "agent_talk_sec": 6.3,
  "customer_talk_sec": 2.3,
  "dead_air_sec": 44.4,
  "longest_monologue_sec": 2.4,
  "agent_wpm": 190.5,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 0,
  "words_agent": 20,
  "words_customer": 6,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178944843651",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.01,
      "end_s": 1.54,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178944843651",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.89,
      "end_s": 2.49,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178944843651",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.89,
      "end_s": 3.4,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178944843651",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.86,
      "end_s": 6.24,
      "text_en": "Uh Faizan ji, greetings, Rohit speaking from JSW One.",
      "text_native": "अह फैजान जी नमस्ते, रोहित बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178944843651",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.37,
      "end_s": 7.0,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178944843651",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.58,
      "end_s": 9.5,
      "text_en": "Hello, Rohit speaking from JSW One.",
      "text_native": "हेलो, रोहित बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178944843651",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.87,
      "end_s": 10.5,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178944843651",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.58,
      "end_s": 13.98,
      "text_en": "This new RR steel",
      "text_native": "ये न्यू आरआर स्टील करके"
    },
    {
      "ucid": "21112178944843651",
      "idx": 8,
      "speaker": "unknown",
      "start_s": 14.11,
      "end_s": 20.49,
      "text_en": "The person you are speaking to has put your call on hold. Please stay on the line. The person you are speaking to has put your call on hold",
      "text_native": "ज्या व्यक्तीशी आपण बोलत आहात, त्यांनी आपला कॉल होल्डवर ठेवला आहे. कृपया लाईनवर रहा. आप जिस व्यक्ती से बात कर रहे हैं, उसने आपकी कॉल को होल्ड पर"
    }
  ],
  "steps": [
    {
      "ucid": "21112178944843651",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "This new RR steel करके",
      "comment": "The agent referenced the customer's company name but did not explicitly acknowledge that the customer had submitted a requirement on the platform."
    },
    {
      "ucid": "21112178944843651",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was put on hold by the customer before any requirement details could be revalidated."
    },
    {
      "ucid": "21112178944843651",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178944843651",
      "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."
    },
    {
      "ucid": "21112178944843651",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for any unnecessary re-pitching to occur."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}