{
  "ucid": "21112178945131322",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:18:33",
  "end_time": "2026-09-15 11:19:37",
  "duration_sec": 64,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAde4e383b6d3686489c1cc3d310a751b5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 117,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945131322__DIAde4e383b6d3686489c1cc3d310a751b5.mp3",
  "audio_bytes": 86616,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 28.872,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello hello.   (हॅलो हॅलो।)\n[4s] CUSTOMER: Yes.   (हां।)\n[5s] AGENT: Is this P... Pathan Pathan ji speaking?   (ये प पठान पठान जी बात कर रहे हैं?)\n[7s] CUSTOMER: Yes, tell me.   (हां बोलिए ना।)\n[8s] AGENT: Hello, Rohit Mishra speaking from JSW One. I saw your company, Nova Infra.   (नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW One से। नोवा इंफ्रा करके आपकी कंपनी दिखी।)\n[12s] CUSTOMER: Yes, yes.   (हां हां।)\n[13s] AGENT: This is, I'm calling from JSW One.   (ये JSW One से बात कर रहा हूं।)\n[15s] CUSTOMER: Hello?   (हॅलो?)\n[16s] AGENT: I'm calling from JSW One.   (JSW One से बात कर रहा हूं।)\n[17s] CUSTOMER: Sir, can you call me in one or two minutes?   (सर एक दो मिनट में कॉल करो ना आपको?)\n[18s] AGENT: That's fine. I'll send it to you on WhatsApp.   (ठीक है ना। मैं आपको WhatsApp पे डाल के रखता हूं।)\n[21s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and conversation on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer asks for a callback in 'a few minutes,' try to lock in a specific time like 'Great, is 3:15 PM better or 4:00 PM?' to secure a firm next step instead of a vague promise.",
  "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 contacted a new registrant from Nova Infra. The customer immediately stated he was busy and requested a callback in 'one or two minutes'. The agent agreed and offered to send a WhatsApp message, ending the call without any discovery or a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW One से। नोवा इंफ्रा करके आपकी कंपनी दिखी।\", \"comment\": \"The agent provided a standard, non-pushy opening identifying himself and the customer's company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"ये प पठान पठान जी बात कर रहे हैं?\", \"comment\": \"The agent only verified the contact's name before the customer deflected the call; no other profile questions were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was too short to attempt any discovery questions as the customer immediately requested a callback.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent was unable to ask about current requirements due to the customer's time constraint.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है ना। मैं आपको WhatsApp पे डाल के रखता हूं।\", \"comment\": \"The agent did not schedule a specific callback time, instead agreeing to the customer's vague 'one or two minutes' request.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a callback in 'a few minutes,' try to lock in a specific time like 'Great, is 3:15 PM better or 4:00 PM?' to secure a firm next step instead of a vague promise.\", \"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 contacted a new registrant from Nova Infra. The customer immediately stated he was busy and requested a callback in 'one or two minutes'. The agent agreed and offered to send a WhatsApp message, ending the call without any discovery or a firm next step.\"}",
  "error": null,
  "latency_ms": 28496,
  "input_tokens": 2917,
  "output_tokens": 742,
  "created_at": "2026-09-25 10:51:11",
  "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": 0.685,
  "agent_talk_sec": 10.0,
  "customer_talk_sec": 4.6,
  "dead_air_sec": 49.4,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 246.0,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 1,
  "words_agent": 41,
  "words_customer": 20,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945131322",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.97,
      "end_s": 3.7,
      "text_en": "Hello hello.",
      "text_native": "हॅलो हॅलो।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.33,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 6.8,
      "text_en": "Is this P... Pathan Pathan ji speaking?",
      "text_native": "ये प पठान पठान जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178945131322",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.14,
      "end_s": 7.9,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए ना।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.1,
      "end_s": 12.1,
      "text_en": "Hello, Rohit Mishra speaking from JSW One. I saw your company, Nova Infra.",
      "text_native": "नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW One से। नोवा इंफ्रा करके आपकी कंपनी दिखी।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.7,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 13.8,
      "text_en": "This is, I'm calling from JSW One.",
      "text_native": "ये JSW One से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.1,
      "end_s": 15.5,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178945131322",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 16.6,
      "text_en": "I'm calling from JSW One.",
      "text_native": "JSW One से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.6,
      "end_s": 18.3,
      "text_en": "Sir, can you call me in one or two minutes?",
      "text_native": "सर एक दो मिनट में कॉल करो ना आपको?"
    },
    {
      "ucid": "21112178945131322",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 20.8,
      "text_en": "That's fine. I'll send it to you on WhatsApp.",
      "text_native": "ठीक है ना। मैं आपको WhatsApp पे डाल के रखता हूं।"
    },
    {
      "ucid": "21112178945131322",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 21.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945131322",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW One से। नोवा इंफ्रा करके आपकी कंपनी दिखी।",
      "comment": "The agent provided a standard, non-pushy opening identifying himself and the customer's company."
    },
    {
      "ucid": "21112178945131322",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "ये प पठान पठान जी बात कर रहे हैं?",
      "comment": "The agent only verified the contact's name before the customer deflected the call; no other profile questions were asked."
    },
    {
      "ucid": "21112178945131322",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was too short to attempt any discovery questions as the customer immediately requested a callback."
    },
    {
      "ucid": "21112178945131322",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent had a chance to explain the platform."
    },
    {
      "ucid": "21112178945131322",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent was unable to ask about current requirements due to the customer's time constraint."
    },
    {
      "ucid": "21112178945131322",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "ठीक है ना। मैं आपको WhatsApp पे डाल के रखता हूं।",
      "comment": "The agent did not schedule a specific callback time, instead agreeing to the customer's vague 'one or two minutes' request."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}