{
  "ucid": "21112178946867251",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:07:52",
  "end_time": "2026-09-15 16:08:54",
  "duration_sec": 62,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA59e3a1d8b46d8e0b2c74230ee25da2fd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 41,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946867251__DIA59e3a1d8b46d8e0b2c74230ee25da2fd.mp3",
  "audio_bytes": 40392,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 13.464,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello, I was calling from JSW One, greetings.   (हेलो, JSW One से बात कर रहा था, नमस्कार।)\n[4s] CUSTOMER: Greetings.   (नमस्कार जी।)\n[5s] AGENT: Are you speaking from Kataria Steel?   (कटारिया स्टील से बात कर रहे हैं?)\n[7s] CUSTOMER: Yes. I was occupied in a meeting right now, can we talk after a while?   (हां जी। अभी occupied था मैं मीटिंग में, थोड़ी देर बाद कर सकते हैं?)\n[10s] AGENT: Absolutely.   (बिलकुल।)\n[11s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer requests a callback, always secure a specific time (e.g., 'Can I call you back in an hour?') to create a firm next step.",
  "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 themself from JSW One to a contact at Kataria Steel. The customer immediately stated they were in a meeting and requested a callback. The agent agreed but did not schedule a specific time, ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello, I was calling from JSW One, greetings. ... Are you speaking from Kataria Steel? ... CUSTOMER: I was occupied in a meeting right now, can we talk after a while? AGENT: Absolutely.\", \"comment\": \"Agent greeted, identified JSW One, and correctly handled the customer's immediate request for a callback by agreeing without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the hook could be delivered due to the customer's time constraint.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately requested a callback.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for a pitch to be delivered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No qualification was attempted as the call ended after the introduction.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: can we talk after a while? AGENT: Absolutely.\", \"comment\": \"Agent agreed to a callback but failed to propose or confirm a specific time, leaving the next step open-ended.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer requests a callback, always secure a specific time (e.g., 'Can I call you back in an hour?') to create a firm next step.\", \"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 themself from JSW One to a contact at Kataria Steel. The customer immediately stated they were in a meeting and requested a callback. The agent agreed but did not schedule a specific time, ending the call.\"}",
  "error": null,
  "latency_ms": 25463,
  "input_tokens": 2701,
  "output_tokens": 717,
  "created_at": "2026-09-25 10:45:28",
  "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": 0.488,
  "agent_talk_sec": 4.1,
  "customer_talk_sec": 4.3,
  "dead_air_sec": 53.6,
  "longest_monologue_sec": 2.2,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 15,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946867251",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.26,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178946867251",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 3.8,
      "text_en": "Hello, I was calling from JSW One, greetings.",
      "text_native": "हेलो, JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178946867251",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.06,
      "end_s": 4.62,
      "text_en": "Greetings.",
      "text_native": "नमस्कार जी।"
    },
    {
      "ucid": "21112178946867251",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.86,
      "end_s": 6.24,
      "text_en": "Are you speaking from Kataria Steel?",
      "text_native": "कटारिया स्टील से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178946867251",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.56,
      "end_s": 9.5,
      "text_en": "Yes. I was occupied in a meeting right now, can we talk after a while?",
      "text_native": "हां जी। अभी occupied था मैं मीटिंग में, थोड़ी देर बाद कर सकते हैं?"
    },
    {
      "ucid": "21112178946867251",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 10.3,
      "text_en": "Absolutely.",
      "text_native": "बिलकुल।"
    },
    {
      "ucid": "21112178946867251",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.54,
      "end_s": 11.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946867251",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello, I was calling from JSW One, greetings. ... Are you speaking from Kataria Steel? ... CUSTOMER: I was occupied in a meeting right now, can we talk after a while? AGENT: Absolutely.",
      "comment": "Agent greeted, identified JSW One, and correctly handled the customer's immediate request for a callback by agreeing without pushing."
    },
    {
      "ucid": "21112178946867251",
      "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 hook could be delivered due to the customer's time constraint."
    },
    {
      "ucid": "21112178946867251",
      "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 as the customer immediately requested a callback."
    },
    {
      "ucid": "21112178946867251",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for a pitch to be delivered."
    },
    {
      "ucid": "21112178946867251",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No qualification was attempted as the call ended after the introduction."
    },
    {
      "ucid": "21112178946867251",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: can we talk after a while? AGENT: Absolutely.",
      "comment": "Agent agreed to a callback but failed to propose or confirm a specific time, leaving the next step open-ended."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}