{
  "ucid": "21112178945493231",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 12:18:52",
  "end_time": "2026-09-15 12:19:51",
  "duration_sec": 59,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa7520b9de928409dc1b7e1459e2fc9c1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 93,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945493231__DIAa7520b9de928409dc1b7e1459e2fc9c1.mp3",
  "audio_bytes": 63504,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 21.168,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello, am I speaking with Kapil Steel?   (Hello, Kapil Steel से बोल रहे हैं?)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Sir, greetings, this is Aditya Pandey speaking from JSW.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[6s] CUSTOMER: Yes.   (हां जी।)\n[7s] AGENT: Sir, you were registered on our platform, this call was regarding that. Did you have any requirement for HR this month?   (सर जी हमारे platform पे आप registered थे उसी के regarding call था। कुछ requirement थी सर HR में ये month?)\n[11s] CUSTOMER: No, not right now.   (नहीं, अभी तो नहीं है।)\n[12s] AGENT: Okay, alright sir.   (Okay, ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You need to open the call with a hook to create interest before asking if the customer has a requirement. When they say 'not now', try to schedule a specific callback time.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a lead named Kapil Steel. The agent skipped the opener, hook, and discovery, and immediately asked if there was a requirement for HR. The customer stated they had no current need, and the agent ended the call without setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, this call was regarding that.\", \"comment\": \"The agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for HR this month?\", \"comment\": \"The agent did not provide a hook or benefit signal (price/availability) and instead jumped directly to a qualifying question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call was cut short and no discovery was performed.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for HR this month?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, even though it was premature.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, alright sir.\", \"comment\": \"The call ended without any attempt to establish a next step, such as a future callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to open the call with a hook to create interest before asking if the customer has a requirement. When they say 'not now', try to schedule a specific callback time.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a lead named Kapil Steel. The agent skipped the opener, hook, and discovery, and immediately asked if there was a requirement for HR. The customer stated they had no current need, and the agent ended the call without setting a next step.\"}",
  "error": null,
  "latency_ms": 22808,
  "input_tokens": 2741,
  "output_tokens": 712,
  "created_at": "2026-09-25 10:49:13",
  "sentiment": "neutral",
  "sentiment_score": 0.06,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.782,
  "agent_talk_sec": 8.6,
  "customer_talk_sec": 2.4,
  "dead_air_sec": 48.0,
  "longest_monologue_sec": 4.1,
  "agent_wpm": 279.1,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 40,
  "words_customer": 7,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178945493231",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.89,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178945493231",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.39,
      "end_s": 2.88,
      "text_en": "Hello, am I speaking with Kapil Steel?",
      "text_native": "Hello, Kapil Steel से बोल रहे हैं?"
    },
    {
      "ucid": "21112178945493231",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.99,
      "end_s": 3.39,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178945493231",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.66,
      "end_s": 5.9,
      "text_en": "Sir, greetings, this is Aditya Pandey speaking from JSW.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178945493231",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.43,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178945493231",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.73,
      "end_s": 10.84,
      "text_en": "Sir, you were registered on our platform, this call was regarding that. Did you have any requirement for HR this month?",
      "text_native": "सर जी हमारे platform पे आप registered थे उसी के regarding call था। कुछ requirement थी सर HR में ये month?"
    },
    {
      "ucid": "21112178945493231",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 12.04,
      "text_en": "No, not right now.",
      "text_native": "नहीं, अभी तो नहीं है।"
    },
    {
      "ucid": "21112178945493231",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 13.18,
      "text_en": "Okay, alright sir.",
      "text_native": "Okay, ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945493231",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, you were registered on our platform, this call was regarding that.",
      "comment": "The agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178945493231",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement for HR this month?",
      "comment": "The agent did not provide a hook or benefit signal (price/availability) and instead jumped directly to a qualifying question."
    },
    {
      "ucid": "21112178945493231",
      "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 to understand the customer's business or procurement habits."
    },
    {
      "ucid": "21112178945493231",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as the call was cut short and no discovery was performed."
    },
    {
      "ucid": "21112178945493231",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement for HR this month?",
      "comment": "The agent successfully asked if the customer had a current requirement, even though it was premature."
    },
    {
      "ucid": "21112178945493231",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, alright sir.",
      "comment": "The call ended without any attempt to establish a next step, such as a future callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}