{
  "ucid": "21112178945454371",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 12:12:23",
  "end_time": "2026-09-15 12:13:36",
  "duration_sec": 73,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd4d5e7316b7b8ae9594eff0a64e44a03.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 94,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945454371__DIAd4d5e7316b7b8ae9594eff0a64e44a03.mp3",
  "audio_bytes": 153360,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 51.12,
  "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: Yes   (ಹಾ)\n[4s] AGENT: Sir, hello. Am I speaking with Ashish Patel? From Sarvoday Fabtech?   (ಸರ್ ನಮಸ್ತೆ, ಆಶಿಶ್ ಪಟೇಲ್ ಅವರ ಮಾತಾಡ್ತಾ ಇದ್ದಾ? ಸರ್ವೋದಯ ಫ್ಯಾಬ್ಟೆಕ್ ಇಂದ?)\n[7s] CUSTOMER: Yes   (ಹೌದು)\n[8s] AGENT: Sir, I am calling from JSW.   (ಸರ್ ನಾನು JSW ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ.)\n[10s] CUSTOMER: From where, madam?   (ಎಲ್ಲಿಂದ ಮೇಡಂ?)\n[10s] AGENT: JSW. From JSW One platform.   (JSW. JSW One ಪ್ಲಾಟ್ಫಾರ್ಮ್ ಇಂದ.)\n[12s] CUSTOMER: Yes, tell me.   (ಹಾ, ಹೇಳಿ.)\n[13s] AGENT: Sir, you have previously placed an enquiry with us two or three times.   (ಸರ್ ಇದು ನೀವು previously ಎರಡು ಮೂರು ಸರಿ enquiry ಹಾಕಿದ್ದೀರಾ ನಮಗೆ.)\n[16s] CUSTOMER: Yes.   (ಹಾ.)\n[16s] AGENT: On our platform for material requirement.   (ನಮ್ಮ ಪ್ಲಾಟ್ಫಾರ್ಮ್ ಮೇಲೆ material requirement ಗೆ.)\n[18s] CUSTOMER: Yes, yes.   (ಹಾ ಹಾ.)\n[19s] AGENT: For HR, CR, GI material, structural steel material requirement.   (HR, CR, GI material, structural steel material requirement ಗೋಸ್ಕರ.)\n[21s] CUSTOMER: Okay.\n[22s] AGENT: You had placed an enquiry before, but nothing has been closed so far. So what are the challenges, what were the issues? Price issues?   (Enquiry ಹಾಕಿದ್ದೀರಾ ಮುಂಚೆ, but ಯಾವುದು close ಆಗಿಲ್ಲ so far. ಸೋ ಏನು challenges ಇದೆ, ಏನು issues ಇತ್ತು ಅಂತ? Price issues ನಾ?)\n[26s] CUSTOMER: Your voice is breaking up, madam, I can't hear clearly.   (ನಿಮ್ದು voice break ಆಗ್ತಾ ಇದೆ ಮೇಡಂ, clear ಕೇಳ್ಸ್ತಾ ಇಲ್ಲ.)\n[28s] AGENT: Can you hear now? Hello? See, hello?   (ಈವಾಗ ಕೇಳ್ಸ್ತಾ ಇದೆಯಾ? ಹಲೋ? ನೋಡಿ, ಹಲೋ?)\n[30s] CUSTOMER: That's it, I'm hearing your voice double.   (ಅದೇ, ಡಬಲ್ ಡಬಲ್ ವಾಯ್ಸ್ ಕೇಳ್ಸ್ತಾ ಇದೆ ನಿಮ್ದು.)\n[32s] AGENT: I will call you back again.   (ನಾನು ತಿರ್ಗ ಇನ್ನೊಂದು ಸರಿ ಕಾಲ್ ಮಾಡ್ತೀನಿ.)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "noisy: The customer complains that the agent's voice is breaking up and sounding double, which affects clarity.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": "The call was cut short by a technical issue, but remember to always ask for permission to speak at the start of the call before explaining your reason for calling.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 customer from 'Sarvoday Fabtech' regarding previous enquiries. The agent attempted to diagnose why past deals didn't close, but the customer reported poor audio quality, stating the agent's voice was breaking up and doubling. The agent ended the call, stating they would call back.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified themself and the customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead referencing past enquiries and asking about challenges.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions from the rubric were asked before the call was terminated due to a technical issue.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will call you back again.\", \"comment\": \"The agent stated they would call back but did not agree on a specific time with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call was cut short by a technical issue, but remember to always ask for permission to speak at the start of the call before explaining your reason for calling.\", \"segment_detected\": \"manufacturing\", \"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 customer from 'Sarvoday Fabtech' regarding previous enquiries. The agent attempted to diagnose why past deals didn't close, but the customer reported poor audio quality, stating the agent's voice was breaking up and doubling. The agent ended the call, stating they would call back.\"}",
  "error": null,
  "latency_ms": 28270,
  "input_tokens": 3173,
  "output_tokens": 669,
  "created_at": "2026-09-25 10:49:24",
  "sentiment": "positive",
  "sentiment_score": 0.24,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.724,
  "agent_talk_sec": 21.0,
  "customer_talk_sec": 8.0,
  "dead_air_sec": 44.0,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 251.4,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 7,
  "words_agent": 88,
  "words_customer": 30,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178945454371",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.18,
      "text_en": "Hello",
      "text_native": "ಹಲೋ"
    },
    {
      "ucid": "21112178945454371",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.57,
      "text_en": "Hello",
      "text_native": "ಹಲೋ"
    },
    {
      "ucid": "21112178945454371",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.3,
      "text_en": "Yes",
      "text_native": "ಹಾ"
    },
    {
      "ucid": "21112178945454371",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.78,
      "end_s": 6.5,
      "text_en": "Sir, hello. Am I speaking with Ashish Patel? From Sarvoday Fabtech?",
      "text_native": "ಸರ್ ನಮಸ್ತೆ, ಆಶಿಶ್ ಪಟೇಲ್ ಅವರ ಮಾತಾಡ್ತಾ ಇದ್ದಾ? ಸರ್ವೋದಯ ಫ್ಯಾಬ್ಟೆಕ್ ಇಂದ?"
    },
    {
      "ucid": "21112178945454371",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.79,
      "end_s": 7.23,
      "text_en": "Yes",
      "text_native": "ಹೌದು"
    },
    {
      "ucid": "21112178945454371",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 9.2,
      "text_en": "Sir, I am calling from JSW.",
      "text_native": "ಸರ್ ನಾನು JSW ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.58,
      "end_s": 10.28,
      "text_en": "From where, madam?",
      "text_native": "ಎಲ್ಲಿಂದ ಮೇಡಂ?"
    },
    {
      "ucid": "21112178945454371",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.49,
      "end_s": 12.18,
      "text_en": "JSW. From JSW One platform.",
      "text_native": "JSW. JSW One ಪ್ಲಾಟ್ಫಾರ್ಮ್ ಇಂದ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.21,
      "end_s": 13.21,
      "text_en": "Yes, tell me.",
      "text_native": "ಹಾ, ಹೇಳಿ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.3,
      "end_s": 15.9,
      "text_en": "Sir, you have previously placed an enquiry with us two or three times.",
      "text_native": "ಸರ್ ಇದು ನೀವು previously ಎರಡು ಮೂರು ಸರಿ enquiry ಹಾಕಿದ್ದೀರಾ ನಮಗೆ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 16.17,
      "text_en": "Yes.",
      "text_native": "ಹಾ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 18.0,
      "text_en": "On our platform for material requirement.",
      "text_native": "ನಮ್ಮ ಪ್ಲಾಟ್ಫಾರ್ಮ್ ಮೇಲೆ material requirement ಗೆ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 18.6,
      "text_en": "Yes, yes.",
      "text_native": "ಹಾ ಹಾ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.7,
      "end_s": 21.3,
      "text_en": "For HR, CR, GI material, structural steel material requirement.",
      "text_native": "HR, CR, GI material, structural steel material requirement ಗೋಸ್ಕರ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 14,
      "speaker": "customer",
      "start_s": 21.3,
      "end_s": 21.7,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178945454371",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 26.0,
      "text_en": "You had placed an enquiry before, but nothing has been closed so far. So what are the challenges, what were the issues? Price issues?",
      "text_native": "Enquiry ಹಾಕಿದ್ದೀರಾ ಮುಂಚೆ, but ಯಾವುದು close ಆಗಿಲ್ಲ so far. ಸೋ ಏನು challenges ಇದೆ, ಏನು issues ಇತ್ತು ಅಂತ? Price issues ನಾ?"
    },
    {
      "ucid": "21112178945454371",
      "idx": 16,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 28.0,
      "text_en": "Your voice is breaking up, madam, I can't hear clearly.",
      "text_native": "ನಿಮ್ದು voice break ಆಗ್ತಾ ಇದೆ ಮೇಡಂ, clear ಕೇಳ್ಸ್ತಾ ಇಲ್ಲ."
    },
    {
      "ucid": "21112178945454371",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.3,
      "end_s": 30.0,
      "text_en": "Can you hear now? Hello? See, hello?",
      "text_native": "ಈವಾಗ ಕೇಳ್ಸ್ತಾ ಇದೆಯಾ? ಹಲೋ? ನೋಡಿ, ಹಲೋ?"
    },
    {
      "ucid": "21112178945454371",
      "idx": 18,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 31.8,
      "text_en": "That's it, I'm hearing your voice double.",
      "text_native": "ಅದೇ, ಡಬಲ್ ಡಬಲ್ ವಾಯ್ಸ್ ಕೇಳ್ಸ್ತಾ ಇದೆ ನಿಮ್ದು."
    },
    {
      "ucid": "21112178945454371",
      "idx": 19,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 34.5,
      "text_en": "I will call you back again.",
      "text_native": "ನಾನು ತಿರ್ಗ ಇನ್ನೊಂದು ಸರಿ ಕಾಲ್ ಮಾಡ್ತೀನಿ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178945454371",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified themself and the customer but did not ask for permission to speak."
    },
    {
      "ucid": "21112178945454371",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead referencing past enquiries and asking about challenges."
    },
    {
      "ucid": "21112178945454371",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions from the rubric were asked before the call was terminated due to a technical issue."
    },
    {
      "ucid": "21112178945454371",
      "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": "21112178945454371",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask about a current requirement."
    },
    {
      "ucid": "21112178945454371",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will call you back again.",
      "comment": "The agent stated they would call back but did not agree on a specific time with the customer."
    }
  ],
  "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": []
}