{
  "ucid": "21112178944877481",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 10:36:14",
  "end_time": "2026-09-15 10:37:11",
  "duration_sec": 57,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4275772a2c3c99c444809d854641f9da.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 134,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944877481__DIA4275772a2c3c99c444809d854641f9da.mp3",
  "audio_bytes": 95040,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 31.68,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] CUSTOMER: Hello.   (Hello re.)\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.   (Hello re.)\n[5s] AGENT: Yes, hello. Rohit was speaking from JSW One.   (हां, हेलो। रोहित बात कर रहा था JSW One से।)\n[8s] CUSTOMER: Yes sir, who did you want?   (ಹಾ ಸರ್, ಯಾರು ನಿಮಗೆ ಯಾರು ಬೇಕಾಗಿತ್ತು ರೀ?)\n[10s] AGENT: Huh? Hindi Hindi English?\n[11s] CUSTOMER: Hello.   (Hello re.)\n[12s] AGENT: payment deposit equals to quotation will be 100% advance against PR.\n[16s] CUSTOMER: [groans]",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and crosstalk from a call center environment, particularly on the agent's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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": "When you encounter a language barrier, try asking if someone else is available who speaks Hindi/English before abandoning the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 1,
  "geo_reason": "language_barrier",
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent initiated the call but encountered a language barrier as the customer spoke Kannada. The agent's attempt to switch languages was unsuccessful, and the call ended abruptly after the agent made a confusing, out-of-context statement about payment terms. No customer requirements were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge the customer's platform submission and used a generic cold call opening.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No revalidation questions were asked as the call broke down due to a language barrier.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted; the conversation did not progress past the initial greeting.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any closure or next steps could be discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, hello. Rohit was speaking from JSW One.\", \"comment\": \"The agent did not pitch any products, thus avoiding unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When you encounter a language barrier, try asking if someone else is available who speaks Hindi/English before abandoning the call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": true, \"geo_reason\": \"language_barrier\", \"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 initiated the call but encountered a language barrier as the customer spoke Kannada. The agent's attempt to switch languages was unsuccessful, and the call ended abruptly after the agent made a confusing, out-of-context statement about payment terms. No customer requirements were discussed.\"}",
  "error": null,
  "latency_ms": 25123,
  "input_tokens": 2780,
  "output_tokens": 602,
  "created_at": "2026-09-25 10:52:36",
  "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": 0.543,
  "agent_talk_sec": 7.5,
  "customer_talk_sec": 6.3,
  "dead_air_sec": 43.2,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 192.0,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 24,
  "words_customer": 11,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178944877481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 1.01,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178944877481",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.3,
      "end_s": 2.01,
      "text_en": "Hello.",
      "text_native": "Hello re."
    },
    {
      "ucid": "21112178944877481",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.34,
      "end_s": 2.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178944877481",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.4,
      "end_s": 4.08,
      "text_en": "Hello.",
      "text_native": "Hello re."
    },
    {
      "ucid": "21112178944877481",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.81,
      "end_s": 7.04,
      "text_en": "Yes, hello. Rohit was speaking from JSW One.",
      "text_native": "हां, हेलो। रोहित बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178944877481",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.54,
      "end_s": 9.48,
      "text_en": "Yes sir, who did you want?",
      "text_native": "ಹಾ ಸರ್, ಯಾರು ನಿಮಗೆ ಯಾರು ಬೇಕಾಗಿತ್ತು ರೀ?"
    },
    {
      "ucid": "21112178944877481",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.51,
      "end_s": 10.79,
      "text_en": "Huh? Hindi Hindi English?",
      "text_native": "Huh? Hindi Hindi English?"
    },
    {
      "ucid": "21112178944877481",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 12.0,
      "text_en": "Hello.",
      "text_native": "Hello re."
    },
    {
      "ucid": "21112178944877481",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.2,
      "end_s": 15.7,
      "text_en": "payment deposit equals to quotation will be 100% advance against PR.",
      "text_native": "payment deposit equals to quotation will be 100% advance against PR."
    },
    {
      "ucid": "21112178944877481",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 17.5,
      "text_en": "[groans]",
      "text_native": "[groans]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178944877481",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not acknowledge the customer's platform submission and used a generic cold call opening."
    },
    {
      "ucid": "21112178944877481",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No revalidation questions were asked as the call broke down due to a language barrier."
    },
    {
      "ucid": "21112178944877481",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were attempted; the conversation did not progress past the initial greeting."
    },
    {
      "ucid": "21112178944877481",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any closure or next steps could be discussed."
    },
    {
      "ucid": "21112178944877481",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes, hello. Rohit was speaking from JSW One.",
      "comment": "The agent did not pitch any products, thus avoiding unnecessary re-pitching."
    }
  ],
  "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": []
}