{
  "ucid": "21112178945299791",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:46:37",
  "end_time": "2026-09-15 11:47:29",
  "duration_sec": 52,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0e2768f0cb50a388b0aa260d704c4b8b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 102,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945299791__DIA0e2768f0cb50a388b0aa260d704c4b8b.mp3",
  "audio_bytes": 79488,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 26.496,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello, am I speaking with Maheshwari company?   (हॅलो माहेश्वरी कंपनी से बात कर रहे?)\n[4s] CUSTOMER: Yes.   (हां।)\n[5s] AGENT: I was calling from JSW One, hello.   (जे एस डब्ल्यू वन से बात कर रहा था, नमस्कार।)\n[6s] CUSTOMER: Yes, hello.   (हां, नमस्कार।)\n[7s] AGENT: Sir, your Maheshwari has been registered for a long time. So I wanted to know if there is any requirement for steel material right now?   (सर, आपका माहेश्वरी काफी टाइम से रजिस्टर्ड था। तो थोड़ा जानना था अभी कुछ है रिक्वायरमेंट माल स्टील में?)\n[13s] CUSTOMER: I will call you in a little while, okay? I'll call in a little while, I'm busy right now.   (मैं आपको थोड़ी देर में करता हूं आपको फोन है ना? थोड़ी देर में करता हूं मैं बिजी हूं अभी।)\n[16s] AGENT: On this... a call back won't be possible, I will connect in the evening.   (इसपे कॉल... कॉल बैक नहीं हो पाएगा, मैं शाम को कनेक्ट करता हूं।)\n[18s] CUSTOMER: Yes okay, it's done.   (हां ठीक है, डन है।)\n[20s] AGENT: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When opening the call, always ask for permission to speak ('Is this a good time?') before stating your reason for calling; this respects the customer's time and can prevent an immediate brush-off.",
  "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 registered lead, 'Maheshwari company', to check for steel requirements. The customer stated they were busy and asked the agent to call back. The agent successfully scheduled a callback for the evening, to which the customer agreed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a price or availability hook, instead just stating the customer was registered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was cut short by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So I wanted to know if there is any requirement for steel material right now?\", \"comment\": \"Agent successfully asked if there was a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will connect in the evening.\", \"comment\": \"When the customer said they were busy, the agent successfully secured an agreement for a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When opening the call, always ask for permission to speak ('Is this a good time?') before stating your reason for calling; this respects the customer's time and can prevent an immediate brush-off.\", \"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 registered lead, 'Maheshwari company', to check for steel requirements. The customer stated they were busy and asked the agent to call back. The agent successfully scheduled a callback for the evening, to which the customer agreed.\"}",
  "error": null,
  "latency_ms": 28803,
  "input_tokens": 2878,
  "output_tokens": 686,
  "created_at": "2026-09-25 10:50:06",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 4,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.676,
  "agent_talk_sec": 11.7,
  "customer_talk_sec": 5.6,
  "dead_air_sec": 34.7,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 276.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 54,
  "words_customer": 28,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945299791",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.17,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178945299791",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.37,
      "end_s": 1.67,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178945299791",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.97,
      "end_s": 3.8,
      "text_en": "Hello, am I speaking with Maheshwari company?",
      "text_native": "हॅलो माहेश्वरी कंपनी से बात कर रहे?"
    },
    {
      "ucid": "21112178945299791",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.28,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178945299791",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.58,
      "end_s": 6.23,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "जे एस डब्ल्यू वन से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178945299791",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.43,
      "end_s": 7.03,
      "text_en": "Yes, hello.",
      "text_native": "हां, नमस्कार।"
    },
    {
      "ucid": "21112178945299791",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.33,
      "end_s": 12.53,
      "text_en": "Sir, your Maheshwari has been registered for a long time. So I wanted to know if there is any requirement for steel material right now?",
      "text_native": "सर, आपका माहेश्वरी काफी टाइम से रजिस्टर्ड था। तो थोड़ा जानना था अभी कुछ है रिक्वायरमेंट माल स्टील में?"
    },
    {
      "ucid": "21112178945299791",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.53,
      "end_s": 15.83,
      "text_en": "I will call you in a little while, okay? I'll call in a little while, I'm busy right now.",
      "text_native": "मैं आपको थोड़ी देर में करता हूं आपको फोन है ना? थोड़ी देर में करता हूं मैं बिजी हूं अभी।"
    },
    {
      "ucid": "21112178945299791",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.83,
      "end_s": 18.43,
      "text_en": "On this... a call back won't be possible, I will connect in the evening.",
      "text_native": "इसपे कॉल... कॉल बैक नहीं हो पाएगा, मैं शाम को कनेक्ट करता हूं।"
    },
    {
      "ucid": "21112178945299791",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.43,
      "end_s": 19.23,
      "text_en": "Yes okay, it's done.",
      "text_native": "हां ठीक है, डन है।"
    },
    {
      "ucid": "21112178945299791",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.63,
      "end_s": 20.03,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945299791",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak before jumping into the reason for the call."
    },
    {
      "ucid": "21112178945299791",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a price or availability hook, instead just stating the customer was registered."
    },
    {
      "ucid": "21112178945299791",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was cut short by the customer before any discovery questions could be asked."
    },
    {
      "ucid": "21112178945299791",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178945299791",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "So I wanted to know if there is any requirement for steel material right now?",
      "comment": "Agent successfully asked if there was a current requirement, which is the core intent of this step."
    },
    {
      "ucid": "21112178945299791",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will connect in the evening.",
      "comment": "When the customer said they were busy, the agent successfully secured an agreement for a specific callback time."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}