{
  "ucid": "21112178946947391",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:21:13",
  "end_time": "2026-09-15 16:21:53",
  "duration_sec": 40,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd9acef3dd237ced3b6b12519eb263073.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 36,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946947391__DIAd9acef3dd237ced3b6b12519eb263073.mp3",
  "audio_bytes": 62208,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 20.736,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हॅलो)\n[1s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Yes   (हां)\n[2s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था मैं)\n[4s] CUSTOMER: Yes, tell me.   (बोलिए ना)\n[5s] AGENT: Uh sir, are you looking for any requirement right now?   (अ सर कुछ requirement में देख रहे अभी?)\n[7s] CUSTOMER: Hmm, not right now, it will be next week. You WhatsApp me and I will call you, sir.   (हम्म अभी नहीं है, next week रहेगा। आप मेरेको WhatsApp करके रखेंगे मैं आपको call कर दूंगा सर।)\n[11s] AGENT: Hundred percent sir, I'll do that.\n[13s] CUSTOMER: Okay, thank you.\n[14s] AGENT: Okay sir.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: The audio quality is good with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "Your opening is too abrupt. Always greet the customer by name, introduce yourself, and ask for permission to speak before asking about requirements to build rapport.",
  "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 called from JSW and immediately asked about current requirements. The customer stated they had no immediate need but would have one the following week. The customer requested a WhatsApp message, and the agent agreed to send one before the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak before proceeding.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement right now?\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions after the customer deferred the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any discovery was done, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement right now?\", \"comment\": \"The agent successfully asked if a current requirement existed, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hundred percent sir, I'll do that.\", \"comment\": \"The agent committed to the customer's requested next step of sending a WhatsApp message.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opening is too abrupt. Always greet the customer by name, introduce yourself, and ask for permission to speak before asking about requirements to build rapport.\", \"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 called from JSW and immediately asked about current requirements. The customer stated they had no immediate need but would have one the following week. The customer requested a WhatsApp message, and the agent agreed to send one before the call ended.\"}",
  "error": null,
  "latency_ms": 27164,
  "input_tokens": 2756,
  "output_tokens": 698,
  "created_at": "2026-09-25 10:45:12",
  "sentiment": "positive",
  "sentiment_score": 0.384,
  "sentiment_confidence": "high",
  "pos": 13,
  "neg": 0,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.455,
  "agent_talk_sec": 5.5,
  "customer_talk_sec": 6.6,
  "dead_air_sec": 27.9,
  "longest_monologue_sec": 1.8,
  "agent_wpm": 272.7,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 25,
  "words_customer": 26,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946947391",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.17,
      "end_s": 0.6,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178946947391",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.82,
      "end_s": 1.23,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178946947391",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.5,
      "end_s": 1.78,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178946947391",
      "idx": 3,
      "speaker": "agent",
      "start_s": 1.98,
      "end_s": 3.44,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था मैं"
    },
    {
      "ucid": "21112178946947391",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.67,
      "end_s": 4.18,
      "text_en": "Yes, tell me.",
      "text_native": "बोलिए ना"
    },
    {
      "ucid": "21112178946947391",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.58,
      "end_s": 6.36,
      "text_en": "Uh sir, are you looking for any requirement right now?",
      "text_native": "अ सर कुछ requirement में देख रहे अभी?"
    },
    {
      "ucid": "21112178946947391",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.86,
      "end_s": 11.26,
      "text_en": "Hmm, not right now, it will be next week. You WhatsApp me and I will call you, sir.",
      "text_native": "हम्म अभी नहीं है, next week रहेगा। आप मेरेको WhatsApp करके रखेंगे मैं आपको call कर दूंगा सर।"
    },
    {
      "ucid": "21112178946947391",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.36,
      "end_s": 12.64,
      "text_en": "Hundred percent sir, I'll do that.",
      "text_native": "Hundred percent sir, I'll do that."
    },
    {
      "ucid": "21112178946947391",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.84,
      "end_s": 13.8,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    },
    {
      "ucid": "21112178946947391",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.16,
      "end_s": 14.74,
      "text_en": "Okay sir.",
      "text_native": "Okay sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946947391",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW.",
      "comment": "The agent did not use the customer's name or ask for permission to speak before proceeding."
    },
    {
      "ucid": "21112178946947391",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement right now?",
      "comment": "The agent did not provide a supply or price hook, instead jumping directly to a requirement question."
    },
    {
      "ucid": "21112178946947391",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any discovery questions after the customer deferred the conversation."
    },
    {
      "ucid": "21112178946947391",
      "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 discovery was done, so no USPs were pitched."
    },
    {
      "ucid": "21112178946947391",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement right now?",
      "comment": "The agent successfully asked if a current requirement existed, which is the primary goal of this step."
    },
    {
      "ucid": "21112178946947391",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hundred percent sir, I'll do that.",
      "comment": "The agent committed to the customer's requested next step of sending a WhatsApp message."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}