{
  "ucid": "21112178946515651",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 15:09:16",
  "end_time": "2026-09-15 15:10:06",
  "duration_sec": 50,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Language_Barrier",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA61ab49be3cae6c9a3bb0d1b22303b34d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 62,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946515651__DIA61ab49be3cae6c9a3bb0d1b22303b34d.mp3",
  "audio_bytes": 68472,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 22.824,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[3s] AGENT: Hello.\n[4s] AGENT: Hello, uh sir good evening. Karthik this side from JSW One.\n[8s] CUSTOMER: Yes?   (जी?)\n[9s] AGENT: Uh sir, I'm calling from JSW One. Can you hear me?\n[12s] CUSTOMER: Where are you calling from? Your voice is not coming that clearly.   (कहां से बोल रहा है आप? इतना तो आवाज साफ नहीं आ रही आपकी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise on both sides, and the customer's voice is somewhat muffled.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "6 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": 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 ended due to a poor connection before the pitch could begin; ensure you re-dial leads where the initial call fails for technical reasons.",
  "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 from JSW One. The customer immediately reported poor audio quality, stating they could not hear clearly. The call ended before any business could be discussed due to the bad connection.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello, uh sir good evening. Karthik this side from JSW One.\", \"comment\": \"The agent introduced himself and the company but did not ask for permission to speak before the call was interrupted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a technical issue before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"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 call ended before any qualification could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before a next step could be established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call ended due to a poor connection before the pitch could begin; ensure you re-dial leads where the initial call fails for technical reasons.\", \"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 introduced himself from JSW One. The customer immediately reported poor audio quality, stating they could not hear clearly. The call ended before any business could be discussed due to the bad connection.\"}",
  "error": null,
  "latency_ms": 24830,
  "input_tokens": 2663,
  "output_tokens": 638,
  "created_at": "2026-09-25 10:47:16",
  "sentiment": "negative",
  "sentiment_score": -0.26,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.587,
  "agent_talk_sec": 5.4,
  "customer_talk_sec": 3.8,
  "dead_air_sec": 40.8,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 255.6,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 23,
  "words_customer": 14,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946515651",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.43,
      "end_s": 1.88,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178946515651",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.87,
      "end_s": 3.27,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946515651",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 7.04,
      "text_en": "Hello, uh sir good evening. Karthik this side from JSW One.",
      "text_native": "Hello, uh sir good evening. Karthik this side from JSW One."
    },
    {
      "ucid": "21112178946515651",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.2,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "21112178946515651",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.54,
      "end_s": 10.54,
      "text_en": "Uh sir, I'm calling from JSW One. Can you hear me?",
      "text_native": "Uh sir, I'm calling from JSW One. Can you hear me?"
    },
    {
      "ucid": "21112178946515651",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.57,
      "end_s": 14.5,
      "text_en": "Where are you calling from? Your voice is not coming that clearly.",
      "text_native": "कहां से बोल रहा है आप? इतना तो आवाज साफ नहीं आ रही आपकी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946515651",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello, uh sir good evening. Karthik this side from JSW One.",
      "comment": "The agent introduced himself and the company but did not ask for permission to speak before the call was interrupted."
    },
    {
      "ucid": "21112178946515651",
      "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 technical issue before the agent could deliver the hook."
    },
    {
      "ucid": "21112178946515651",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178946515651",
      "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": "21112178946515651",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any qualification could be attempted."
    },
    {
      "ucid": "21112178946515651",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before a next step could be established."
    }
  ],
  "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": []
}