{
  "ucid": "21112178945617591",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 12:39:35",
  "end_time": "2026-09-15 12:40:17",
  "duration_sec": 42,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAed9098b0a19b26ae275817caae978540.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 88,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945617591__DIAed9098b0a19b26ae275817caae978540.mp3",
  "audio_bytes": 77544,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 25.848,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] AGENT: Mr. Reddy, uh good afternoon.\n[4s] CUSTOMER: Yeah, good afternoon.\n[5s] AGENT: Uh Mr. Reddy, Rohit here from JSW One platforms.\n[8s] CUSTOMER: JSW One?\n[9s] AGENT: Yeah.\n[9s] CUSTOMER: Uh can you please call me tomorrow?\n[11s] AGENT: Sure. I'll call you tomorrow.\n[12s] CUSTOMER: Okay.\n[12s] AGENT: Thank you.\n[13s] CUSTOMER: Thank you.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "While you correctly handled the callback request, remember to proactively ask for permission to speak at the start of the call to better control the opening.",
  "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 introduced himself and JSW One. The customer immediately stated it was not a good time and requested a callback for the next day. The agent agreed and ended the call, successfully scheduling a follow-up.",
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  "error": null,
  "latency_ms": 26626,
  "input_tokens": 2693,
  "output_tokens": 680,
  "created_at": "2026-09-25 10:49:05",
  "sentiment": "positive",
  "sentiment_score": 0.5,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.589,
  "agent_talk_sec": 6.3,
  "customer_talk_sec": 4.4,
  "dead_air_sec": 31.3,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 219.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 23,
  "words_customer": 16,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945617591",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.01,
      "end_s": 1.58,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178945617591",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.48,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178945617591",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 3.99,
      "text_en": "Mr. Reddy, uh good afternoon.",
      "text_native": "Mr. Reddy, uh good afternoon."
    },
    {
      "ucid": "21112178945617591",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.1,
      "end_s": 4.8,
      "text_en": "Yeah, good afternoon.",
      "text_native": "Yeah, good afternoon."
    },
    {
      "ucid": "21112178945617591",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 7.5,
      "text_en": "Uh Mr. Reddy, Rohit here from JSW One platforms.",
      "text_native": "Uh Mr. Reddy, Rohit here from JSW One platforms."
    },
    {
      "ucid": "21112178945617591",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.7,
      "end_s": 8.49,
      "text_en": "JSW One?",
      "text_native": "JSW One?"
    },
    {
      "ucid": "21112178945617591",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178945617591",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 10.8,
      "text_en": "Uh can you please call me tomorrow?",
      "text_native": "Uh can you please call me tomorrow?"
    },
    {
      "ucid": "21112178945617591",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.9,
      "end_s": 12.0,
      "text_en": "Sure. I'll call you tomorrow.",
      "text_native": "Sure. I'll call you tomorrow."
    },
    {
      "ucid": "21112178945617591",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 12.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178945617591",
      "idx": 10,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 13.0,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178945617591",
      "idx": 11,
      "speaker": "customer",
      "start_s": 13.1,
      "end_s": 13.5,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178945617591",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Mr. Reddy, uh good afternoon. ... Rohit here from JSW One platforms.",
      "comment": "Agent greeted, used the customer's name, and identified JSW One, then correctly handled the customer's immediate request for a callback without pushing."
    },
    {
      "ucid": "21112178945617591",
      "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 before the agent could deliver a hook, as the customer requested a callback."
    },
    {
      "ucid": "21112178945617591",
      "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 because the customer requested an immediate callback."
    },
    {
      "ucid": "21112178945617591",
      "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": "21112178945617591",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could attempt to qualify the customer for a current requirement."
    },
    {
      "ucid": "21112178945617591",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sure. I'll call you tomorrow.",
      "comment": "Agent secured a clear next step by agreeing to the customer's request for a callback the next day."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}