{
  "ucid": "21112178947351052",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 17:28:30",
  "end_time": "2026-09-15 17:29:19",
  "duration_sec": 49,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd3d1df420fe5654c2089d099751a3669.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 9,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947351052__DIAd3d1df420fe5654c2089d099751a3669.mp3",
  "audio_bytes": 103032,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 34.344,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello, Natraj Enterprises?\n[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello, am I speaking with Natraj Enterprises?   (Hello, Natraj Enterprises से बोल रहे थे?)\n[7s] CUSTOMER: Yes.   (हाँ जी।)\n[8s] AGENT: Uh, hello sir, this is Aditya Pandey calling from JSW.   (अह, सर जी नमस्ते, आदित्य पांडे बात कर रहा था JSW से।)\n[11s] CUSTOMER: Yes.   (हाँ जी।)\n[12s] AGENT: You were registered on our platform, this call was regarding that, sir. Did you have any requirement for HR, sir?   (हमारे platform पे आप registered थे, उसी के regarding call था सर। कुछ requirement थी सर HR में?)\n[15s] CUSTOMER: Uh, right now, for the time being, I don't have any, man.   (अह, अभी तो फिलहाल तो नहीं है यार।)\n[16s] CUSTOMER: I'll... yes, right now I was a bit busy with some outside work, I am out.   (मैं आपको... हाँ अभी ना थोड़ा सा बाहर के काम में busy था, मैं बाहर हूँ।)\n[18s] AGENT: No, no issue, sir. If there's anything in the future, please let me know.   (नहीं कोई issue नहीं सर, अगर future में कुछ रहा तो बताइएगा।)\n[21s] CUSTOMER: Yes, alright, okay.   (हाँ, ठीक है, okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some call center background noise is audible on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they are busy, try to secure a specific callback time instead of leaving it open-ended for them to contact us.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a registered lead, Natraj Enterprises, and asked directly for any HR requirement. The customer stated they had no current need and were busy. The agent accepted this and ended the call, suggesting the customer reach out for any future requirements.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook and instead went directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call was terminated by the customer before this stage.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for HR, sir?\", \"comment\": \"The agent successfully asked if a current requirement existed.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent closed with a generic 'call us if you need anything' rather than a committed next step like a callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, try to secure a specific callback time instead of leaving it open-ended for them to contact us.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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 contacted a registered lead, Natraj Enterprises, and asked directly for any HR requirement. The customer stated they had no current need and were busy. The agent accepted this and ended the call, suggesting the customer reach out for any future requirements.\"}",
  "error": null,
  "latency_ms": 60784,
  "input_tokens": 2891,
  "output_tokens": 657,
  "created_at": "2026-09-25 10:43:40",
  "sentiment": "negative",
  "sentiment_score": -0.506,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 12,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.653,
  "agent_talk_sec": 11.1,
  "customer_talk_sec": 5.9,
  "dead_air_sec": 32.0,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 291.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 54,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947351052",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.83,
      "end_s": 2.23,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178947351052",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.83,
      "end_s": 4.44,
      "text_en": "Hello, Natraj Enterprises?",
      "text_native": "Hello, Natraj Enterprises?"
    },
    {
      "ucid": "21112178947351052",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.83,
      "end_s": 5.23,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178947351052",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 6.94,
      "text_en": "Hello, am I speaking with Natraj Enterprises?",
      "text_native": "Hello, Natraj Enterprises से बोल रहे थे?"
    },
    {
      "ucid": "21112178947351052",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.26,
      "end_s": 7.66,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178947351052",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 10.5,
      "text_en": "Uh, hello sir, this is Aditya Pandey calling from JSW.",
      "text_native": "अह, सर जी नमस्ते, आदित्य पांडे बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178947351052",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.2,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178947351052",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.51,
      "end_s": 14.64,
      "text_en": "You were registered on our platform, this call was regarding that, sir. Did you have any requirement for HR, sir?",
      "text_native": "हमारे platform पे आप registered थे, उसी के regarding call था सर। कुछ requirement थी सर HR में?"
    },
    {
      "ucid": "21112178947351052",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.96,
      "end_s": 16.1,
      "text_en": "Uh, right now, for the time being, I don't have any, man.",
      "text_native": "अह, अभी तो फिलहाल तो नहीं है यार।"
    },
    {
      "ucid": "21112178947351052",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.1,
      "end_s": 18.5,
      "text_en": "I'll... yes, right now I was a bit busy with some outside work, I am out.",
      "text_native": "मैं आपको... हाँ अभी ना थोड़ा सा बाहर के काम में busy था, मैं बाहर हूँ।"
    },
    {
      "ucid": "21112178947351052",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 20.9,
      "text_en": "No, no issue, sir. If there's anything in the future, please let me know.",
      "text_native": "नहीं कोई issue नहीं सर, अगर future में कुछ रहा तो बताइएगा।"
    },
    {
      "ucid": "21112178947351052",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.1,
      "end_s": 21.9,
      "text_en": "Yes, alright, okay.",
      "text_native": "हाँ, ठीक है, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178947351052",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak before jumping into the reason for the call."
    },
    {
      "ucid": "21112178947351052",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a hook and instead went directly to a qualification question."
    },
    {
      "ucid": "21112178947351052",
      "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; the call was terminated by the customer before this stage."
    },
    {
      "ucid": "21112178947351052",
      "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": "21112178947351052",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement for HR, sir?",
      "comment": "The agent successfully asked if a current requirement existed."
    },
    {
      "ucid": "21112178947351052",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent closed with a generic 'call us if you need anything' rather than a committed next step like a callback date."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}