{
  "ucid": "21112178945438112",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 12:09:41",
  "end_time": "2026-09-15 12:10:29",
  "duration_sec": 48,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAda668c4c8c584d7b522a0a9180cccacb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 95,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945438112__DIAda668c4c8c584d7b522a0a9180cccacb.mp3",
  "audio_bytes": 88128,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 29.376,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (ಹಲೋ.)\n[2s] AGENT: Hello.   (ಹಲೋ.)\n[3s] CUSTOMER: Hello? Yes.   (ಹಲೋ? ಹಾ.)\n[4s] AGENT: Hello?   (ಹಲೋ?)\n[5s] AGENT: Sir, are you speaking from Bangalore Steel? Anjeth Pasha?   (ಸರ್, ಬೆಂಗಳೂರು ಸ್ಟೀಲ್ ಇಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ? ಅಂಜೆತ್ ಪಾಷಾ?)\n[8s] CUSTOMER: Huh?   (ಆ?)\n[8s] AGENT: Are you Anjeth Pasha speaking from Bangalore Steel?   (ಬೆಂಗಳೂರು ಸ್ಟೀಲ್ ಇಂದ ಅಂಜೆತ್ ಪಾಷಾ ಅವರು ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?)\n[11s] CUSTOMER: What, what should be said, tell me?   (ಏನ್ ಏನ್ ಹೇಳ್ಬೇಕು ಹೇಳಿ?)\n[12s] AGENT: I am calling from JSW One.   (JSW One ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ.)\n[14s] CUSTOMER: Huh?   (ಆ?)\n[15s] AGENT: Hello, can you hear me?   (ಹಲೋ, ಕೇಳಿಸ್ತಾ ಇದೆಯಾ ನಿಮಗೆ?)\n[17s] CUSTOMER: No, I can't hear.   (ಇಲ್ಲ, ಕೇಳಿಸ್ತಾ ಇಲ್ಲ.)\n[18s] AGENT: Okay sir, I will connect later.   (ಸರಿ ಸರ್, ಆಮೇಲೆ ಕನೆಕ್ಟ್ ಮಾಡ್ತೀನಿ.)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "noisy: The customer's side has background noise, and the customer states they cannot hear the agent, leading to the call being cut short.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a call ends due to a bad connection, try to secure a specific time for the callback, such as 'I will call you back in 10 minutes,' to create a firm next step.",
  "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 initiated the call and identified themselves and the customer's company. The customer stated they could not hear, indicating a poor connection. The agent acknowledged the issue and ended the call, promising to connect again later. No business discussion occurred.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am calling from JSW One.\", \"comment\": \"The agent identified themselves and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a connection issue before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was terminated early.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where a product pitch could be made.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get to the stage of qualifying for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, I will connect later.\", \"comment\": \"The agent proposed a callback but did not establish a specific, committed time for the next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a call ends due to a bad connection, try to secure a specific time for the callback, such as 'I will call you back in 10 minutes,' to create a firm next step.\", \"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 initiated the call and identified themselves and the customer's company. The customer stated they could not hear, indicating a poor connection. The agent acknowledged the issue and ended the call, promising to connect again later. No business discussion occurred.\"}",
  "error": null,
  "latency_ms": 26033,
  "input_tokens": 2877,
  "output_tokens": 672,
  "created_at": "2026-09-25 10:49:31",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.692,
  "agent_talk_sec": 10.1,
  "customer_talk_sec": 4.5,
  "dead_air_sec": 33.4,
  "longest_monologue_sec": 2.9,
  "agent_wpm": 213.9,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 6,
  "discovery_qs": 5,
  "words_agent": 36,
  "words_customer": 16,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945438112",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.98,
      "end_s": 1.58,
      "text_en": "Hello.",
      "text_native": "ಹಲೋ."
    },
    {
      "ucid": "21112178945438112",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.61,
      "text_en": "Hello.",
      "text_native": "ಹಲೋ."
    },
    {
      "ucid": "21112178945438112",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.61,
      "end_s": 3.58,
      "text_en": "Hello? Yes.",
      "text_native": "ಹಲೋ? ಹಾ."
    },
    {
      "ucid": "21112178945438112",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.1,
      "end_s": 4.47,
      "text_en": "Hello?",
      "text_native": "ಹಲೋ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 7.36,
      "text_en": "Sir, are you speaking from Bangalore Steel? Anjeth Pasha?",
      "text_native": "ಸರ್, ಬೆಂಗಳೂರು ಸ್ಟೀಲ್ ಇಂದ ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ? ಅಂಜೆತ್ ಪಾಷಾ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.63,
      "end_s": 8.0,
      "text_en": "Huh?",
      "text_native": "ಆ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.17,
      "end_s": 10.3,
      "text_en": "Are you Anjeth Pasha speaking from Bangalore Steel?",
      "text_native": "ಬೆಂಗಳೂರು ಸ್ಟೀಲ್ ಇಂದ ಅಂಜೆತ್ ಪಾಷಾ ಅವರು ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 12.2,
      "text_en": "What, what should be said, tell me?",
      "text_native": "ಏನ್ ಏನ್ ಹೇಳ್ಬೇಕು ಹೇಳಿ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 13.98,
      "text_en": "I am calling from JSW One.",
      "text_native": "JSW One ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ."
    },
    {
      "ucid": "21112178945438112",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.3,
      "end_s": 14.6,
      "text_en": "Huh?",
      "text_native": "ಆ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 16.4,
      "text_en": "Hello, can you hear me?",
      "text_native": "ಹಲೋ, ಕೇಳಿಸ್ತಾ ಇದೆಯಾ ನಿಮಗೆ?"
    },
    {
      "ucid": "21112178945438112",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.6,
      "end_s": 17.5,
      "text_en": "No, I can't hear.",
      "text_native": "ಇಲ್ಲ, ಕೇಳಿಸ್ತಾ ಇಲ್ಲ."
    },
    {
      "ucid": "21112178945438112",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 19.6,
      "text_en": "Okay sir, I will connect later.",
      "text_native": "ಸರಿ ಸರ್, ಆಮೇಲೆ ಕನೆಕ್ಟ್ ಮಾಡ್ತೀನಿ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178945438112",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am calling from JSW One.",
      "comment": "The agent identified themselves and the customer but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178945438112",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended due to a connection issue before the agent could deliver a hook."
    },
    {
      "ucid": "21112178945438112",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was terminated early."
    },
    {
      "ucid": "21112178945438112",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point where a product pitch could be made."
    },
    {
      "ucid": "21112178945438112",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get to the stage of qualifying for a current requirement."
    },
    {
      "ucid": "21112178945438112",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, I will connect later.",
      "comment": "The agent proposed a callback but did not establish a specific, committed time for the next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}