{
  "ucid": "21112178946440651",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 14:56:46",
  "end_time": "2026-09-15 14:57:27",
  "duration_sec": 41,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA89468aae29e741ca1e1a90134be784af.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 69,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946440651__DIA89468aae29e741ca1e1a90134be784af.mp3",
  "audio_bytes": 61560,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 20.52,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (હેલો)\n[3s] AGENT: Hello   (हेलो)\n[4s] CUSTOMER: Hello   (હેલો)\n[5s] CUSTOMER: Yes, speak.   (હા બોલો)\n[5s] AGENT: Yes, am I speaking with Navas ji?   (हाँ, नवास जी से बात कर रहे क्या?)\n[7s] CUSTOMER: Yes   (હા)\n[8s] AGENT: Okay ji, hello, this is Rohit speaking from JSW One.   (अच्छा जी नमस्ते, रोहित बात कर रहा हूँ JSW One से।)\n[11s] CUSTOMER: How many calls do you make, brother?   (કેટલા ફોન કરો ભાઈ?)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: There is background conversation on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer immediately complains about too many calls, acknowledge their frustration before proceeding with the pitch.",
  "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 confirmed the customer's name. The customer immediately complained about receiving too many calls and the call ended before any business could be discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay ji, hello, this is Rohit speaking from JSW One.\", \"comment\": \"The agent only provided a basic identification and did not deliver a warm welcome or position himself as a helper for the new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Yes, am I speaking with Navas ji?\", \"comment\": \"The agent only verified the customer's name, which is just 1 of the 4 required questions, failing to meet the threshold for a partial pass.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any current requirement could be identified.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no attempt at a structured closure.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately complains about too many calls, acknowledge their frustration before proceeding with the pitch.\", \"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 confirmed the customer's name. The customer immediately complained about receiving too many calls and the call ended before any business could be discussed.\"}",
  "error": null,
  "latency_ms": 28189,
  "input_tokens": 2765,
  "output_tokens": 647,
  "created_at": "2026-09-25 10:47:45",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.58,
  "agent_talk_sec": 4.0,
  "customer_talk_sec": 2.9,
  "dead_air_sec": 34.1,
  "longest_monologue_sec": 2.3,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 18,
  "words_customer": 12,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946440651",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.84,
      "end_s": 2.28,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "21112178946440651",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.21,
      "end_s": 3.56,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178946440651",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.1,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "21112178946440651",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.55,
      "end_s": 5.05,
      "text_en": "Yes, speak.",
      "text_native": "હા બોલો"
    },
    {
      "ucid": "21112178946440651",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.4,
      "end_s": 6.74,
      "text_en": "Yes, am I speaking with Navas ji?",
      "text_native": "हाँ, नवास जी से बात कर रहे क्या?"
    },
    {
      "ucid": "21112178946440651",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.1,
      "end_s": 7.4,
      "text_en": "Yes",
      "text_native": "હા"
    },
    {
      "ucid": "21112178946440651",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.8,
      "text_en": "Okay ji, hello, this is Rohit speaking from JSW One.",
      "text_native": "अच्छा जी नमस्ते, रोहित बात कर रहा हूँ JSW One से।"
    },
    {
      "ucid": "21112178946440651",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 12.6,
      "text_en": "How many calls do you make, brother?",
      "text_native": "કેટલા ફોન કરો ભાઈ?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946440651",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay ji, hello, this is Rohit speaking from JSW One.",
      "comment": "The agent only provided a basic identification and did not deliver a warm welcome or position himself as a helper for the new registration."
    },
    {
      "ucid": "21112178946440651",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Yes, am I speaking with Navas ji?",
      "comment": "The agent only verified the customer's name, which is just 1 of the 4 required questions, failing to meet the threshold for a partial pass."
    },
    {
      "ucid": "21112178946440651",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178946440651",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any platform education could be provided."
    },
    {
      "ucid": "21112178946440651",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any current requirement could be identified."
    },
    {
      "ucid": "21112178946440651",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no attempt at a structured closure."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}