{
  "ucid": "21112178947066611",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:41:06",
  "end_time": "2026-09-15 16:42:02",
  "duration_sec": 56,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Call_back_later",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAda9fdc193e9b909ceb6ba14df31fe0b7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 23,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947066611__DIAda9fdc193e9b909ceb6ba14df31fe0b7.mp3",
  "audio_bytes": 77976,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 25.992,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello?   (हॅलो?)\n[3s] AGENT: Patel Industries?   (पटेल इंडस्ट्रीज?)\n[4s] CUSTOMER: Speak.   (बोलिए।)\n[4s] AGENT: Sir, I was calling from JSW One, sir.   (सर JSW One से बात कर रहा था सर मैं।)\n[6s] CUSTOMER: [inaudible]\n[7s] AGENT: Sorry sir?   (सॉरी सर?)\n[8s] CUSTOMER: Can I call you in a minute?   (एक मिनट में कॉल करू मैं आपको?)\n[10s] CUSTOMER: Sir, I am not interested.   (सर इंटरेस्ट नहीं है।)\n[11s] AGENT: Okay sir, no issue, no issue, no issue.   (ठीक है सर, कोई इशू, कोई इशू नहीं, कोई इशू नहीं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter, especially on the customer's side, making some parts of their speech difficult to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (10% 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 immediately says they are not interested, make one attempt to deliver your 20-second hook before ending the call.",
  "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 to a contact at Patel Industries. The customer first asked to call back in a minute, then immediately stated they were not interested. The agent accepted the rejection and the call ended without any discovery or pitch.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One, sir.\", \"comment\": \"Agent identified JSW One and the customer, and correctly disengaged without pushing when the customer declined to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer 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\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any qualification for a current requirement could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no issue, no issue, no issue.\", \"comment\": \"The agent accepted the call termination without establishing any specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately says they are not interested, make one attempt to deliver your 20-second hook before ending the call.\", \"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 to a contact at Patel Industries. The customer first asked to call back in a minute, then immediately stated they were not interested. The agent accepted the rejection and the call ended without any discovery or pitch.\"}",
  "error": null,
  "latency_ms": 28889,
  "input_tokens": 2759,
  "output_tokens": 659,
  "created_at": "2026-09-25 10:44:31",
  "sentiment": "negative",
  "sentiment_score": -0.41,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 1,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.579,
  "agent_talk_sec": 5.5,
  "customer_talk_sec": 4.0,
  "dead_air_sec": 46.5,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 229.1,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 3,
  "words_agent": 21,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947066611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.03,
      "end_s": 1.6,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178947066611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 2.41,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178947066611",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.72,
      "end_s": 3.6,
      "text_en": "Patel Industries?",
      "text_native": "पटेल इंडस्ट्रीज?"
    },
    {
      "ucid": "21112178947066611",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.3,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178947066611",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.4,
      "end_s": 5.9,
      "text_en": "Sir, I was calling from JSW One, sir.",
      "text_native": "सर JSW One से बात कर रहा था सर मैं।"
    },
    {
      "ucid": "21112178947066611",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178947066611",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 7.6,
      "text_en": "Sorry sir?",
      "text_native": "सॉरी सर?"
    },
    {
      "ucid": "21112178947066611",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 9.4,
      "text_en": "Can I call you in a minute?",
      "text_native": "एक मिनट में कॉल करू मैं आपको?"
    },
    {
      "ucid": "21112178947066611",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 10.4,
      "text_en": "Sir, I am not interested.",
      "text_native": "सर इंटरेस्ट नहीं है।"
    },
    {
      "ucid": "21112178947066611",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 12.6,
      "text_en": "Okay sir, no issue, no issue, no issue.",
      "text_native": "ठीक है सर, कोई इशू, कोई इशू नहीं, कोई इशू नहीं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178947066611",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One, sir.",
      "comment": "Agent identified JSW One and the customer, and correctly disengaged without pushing when the customer declined to speak."
    },
    {
      "ucid": "21112178947066611",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent could deliver the hook."
    },
    {
      "ucid": "21112178947066611",
      "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": "21112178947066611",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, and no USPs were pitched."
    },
    {
      "ucid": "21112178947066611",
      "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 for a current requirement could be attempted."
    },
    {
      "ucid": "21112178947066611",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, no issue, no issue, no issue.",
      "comment": "The agent accepted the call termination without establishing any specific next step."
    }
  ],
  "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": [
    "rejection"
  ]
}