{
  "ucid": "21112178947401661",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 17:36:56",
  "end_time": "2026-09-15 17:38:14",
  "duration_sec": 78,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe0e9b281acde53c22cd900bd307814dc.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 8,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947401661__DIAe0e9b281acde53c22cd900bd307814dc.mp3",
  "audio_bytes": 156168,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 52.056,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.   (हॅलो)\n[6s] AGENT: Hello, am I speaking with Nath Fabricator, sir?   (हॅलो, नाथ फॅब्रिकेटर से बात हो रही है सर?)\n[8s] CUSTOMER: Yes, you are speaking with Nath Fabricator.   (हां, नाथ फॅब्रिकेटर से ही हो रही है।)\n[10s] AGENT: Sir, this is Abhishek Pandey speaking from JSW One.   (सर जी, मैं अभिषेक पांडे बात कर रहा था JSW One से।)\n[12s] CUSTOMER: Yes.   (जी।)\n[13s] AGENT: Sir, you were registered on our platform, this call was regarding that. I just wanted to know, sir, you   (सर जी, हमारे प्लॅटफॉर्म पे रजिस्टर थे, उसी के रिगार्डिंग कॉल था। यही जानना था सर आप)\n[17s] AGENT: can you brief me about your business? Hello?   (अपना बिझनेस के बारे में ब्रीफ कर सकते हैं? हॅलो?)\n[19s] CUSTOMER: My business is of glass.   (मेरा बिझनेस ग्लास का है।)\n[22s] AGENT: Sir, your voice is very disturbed from the background. Uh   (सर आपका वॉइस बहुत डिस्टर्ब हो रहा है पीछे से। अह)\n[24s] AGENT: I'll call you back, wait a minute.   (आपको कॉल बॅक करता हूं, रुकिए एक मिनट।)\n[25s] CUSTOMER: I can talk to you, I am in a highlight meeting.   (आपसे बात होता है, मैं हाईलाइट मीटिंग के अंदर हूं।)\n[27s] AGENT: Sorry, what are you saying?   (सॉरी, क्या बोल रहे हैं?)\n[28s] CUSTOMER: I am in a highlight meeting, the network doesn't connect here right now. I'll talk to you after I go downstairs.   (हाईलाइट मीटिंग के अंदर हूं, अभी यहां नेटवर्क नहीं लगता है। नीचे पहुंच के आपसे बात करते हैं।)\n[31s] AGENT: I will call you back after some time.   (मैं आपको थोड़ी देर बाद कॉल बॅक करता हूं।)\n[33s] CUSTOMER: Call after one hour.   (एक घंटे बाद करिएगा।)\n[35s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise and chatter on the customer's side, which occasionally makes their speech slightly difficult to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\"]",
  "pitch_coaching_note": "When a customer is in a hurry, try to quickly capture the most critical qualifying information, like their business type and location, before agreeing to a callback.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "glass",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registrant, Nath Fabricator. The customer revealed their business is in glass, not steel. Citing being in a meeting with poor network, the customer requested a callback in one hour, which the agent accepted.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Abhishek Pandey speaking from JSW One. Sir, you were registered on our platform, this call was regarding that.\", \"comment\": \"The agent provided a warm, non-salesy opening and stated the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"am I speaking with Nath Fabricator, sir?\", \"comment\": \"The agent only verified the company name and did not ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"can you brief me about your business?\", \"comment\": \"The agent only asked about the business type before the customer stated they were busy; no other discovery questions were attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where platform education could be offered.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Call after one hour. AGENT: Okay.\", \"comment\": \"Although no current requirement was discussed, a specific callback time was scheduled at the customer's request.\"}, {\"step_id\": \"NR6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Call after one hour. AGENT: Okay.\", \"comment\": \"The call ended with a specific callback time confirmed, which is a valid closure outcome.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is in a hurry, try to quickly capture the most critical qualifying information, like their business type and location, before agreeing to a callback.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"glass\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant, Nath Fabricator. The customer revealed their business is in glass, not steel. Citing being in a meeting with poor network, the customer requested a callback in one hour, which the agent accepted.\"}",
  "error": null,
  "latency_ms": 55675,
  "input_tokens": 3134,
  "output_tokens": 743,
  "created_at": "2026-09-25 10:43:35",
  "sentiment": "positive",
  "sentiment_score": 0.5,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.619,
  "agent_talk_sec": 14.8,
  "customer_talk_sec": 9.1,
  "dead_air_sec": 54.1,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 304.1,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 75,
  "words_customer": 50,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947401661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.98,
      "end_s": 5.38,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178947401661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 7.6,
      "text_en": "Hello, am I speaking with Nath Fabricator, sir?",
      "text_native": "हॅलो, नाथ फॅब्रिकेटर से बात हो रही है सर?"
    },
    {
      "ucid": "21112178947401661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 9.5,
      "text_en": "Yes, you are speaking with Nath Fabricator.",
      "text_native": "हां, नाथ फॅब्रिकेटर से ही हो रही है।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 11.7,
      "text_en": "Sir, this is Abhishek Pandey speaking from JSW One.",
      "text_native": "सर जी, मैं अभिषेक पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 12.3,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 16.2,
      "text_en": "Sir, you were registered on our platform, this call was regarding that. I just wanted to know, sir, you",
      "text_native": "सर जी, हमारे प्लॅटफॉर्म पे रजिस्टर थे, उसी के रिगार्डिंग कॉल था। यही जानना था सर आप"
    },
    {
      "ucid": "21112178947401661",
      "idx": 6,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 18.5,
      "text_en": "can you brief me about your business? Hello?",
      "text_native": "अपना बिझनेस के बारे में ब्रीफ कर सकते हैं? हॅलो?"
    },
    {
      "ucid": "21112178947401661",
      "idx": 7,
      "speaker": "customer",
      "start_s": 19.1,
      "end_s": 20.3,
      "text_en": "My business is of glass.",
      "text_native": "मेरा बिझनेस ग्लास का है।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 8,
      "speaker": "agent",
      "start_s": 21.8,
      "end_s": 24.0,
      "text_en": "Sir, your voice is very disturbed from the background. Uh",
      "text_native": "सर आपका वॉइस बहुत डिस्टर्ब हो रहा है पीछे से। अह"
    },
    {
      "ucid": "21112178947401661",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 25.1,
      "text_en": "I'll call you back, wait a minute.",
      "text_native": "आपको कॉल बॅक करता हूं, रुकिए एक मिनट।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 10,
      "speaker": "customer",
      "start_s": 25.1,
      "end_s": 27.0,
      "text_en": "I can talk to you, I am in a highlight meeting.",
      "text_native": "आपसे बात होता है, मैं हाईलाइट मीटिंग के अंदर हूं।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 27.9,
      "text_en": "Sorry, what are you saying?",
      "text_native": "सॉरी, क्या बोल रहे हैं?"
    },
    {
      "ucid": "21112178947401661",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.1,
      "end_s": 31.2,
      "text_en": "I am in a highlight meeting, the network doesn't connect here right now. I'll talk to you after I go downstairs.",
      "text_native": "हाईलाइट मीटिंग के अंदर हूं, अभी यहां नेटवर्क नहीं लगता है। नीचे पहुंच के आपसे बात करते हैं।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 33.0,
      "text_en": "I will call you back after some time.",
      "text_native": "मैं आपको थोड़ी देर बाद कॉल बॅक करता हूं।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 14,
      "speaker": "customer",
      "start_s": 33.2,
      "end_s": 34.3,
      "text_en": "Call after one hour.",
      "text_native": "एक घंटे बाद करिएगा।"
    },
    {
      "ucid": "21112178947401661",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.7,
      "end_s": 35.1,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178947401661",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, this is Abhishek Pandey speaking from JSW One. Sir, you were registered on our platform, this call was regarding that.",
      "comment": "The agent provided a warm, non-salesy opening and stated the reason for the call."
    },
    {
      "ucid": "21112178947401661",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "am I speaking with Nath Fabricator, sir?",
      "comment": "The agent only verified the company name and did not ask about procurement city, decision-making role, or contact details."
    },
    {
      "ucid": "21112178947401661",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "can you brief me about your business?",
      "comment": "The agent only asked about the business type before the customer stated they were busy; no other discovery questions were attempted."
    },
    {
      "ucid": "21112178947401661",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point where platform education could be offered."
    },
    {
      "ucid": "21112178947401661",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Call after one hour. AGENT: Okay.",
      "comment": "Although no current requirement was discussed, a specific callback time was scheduled at the customer's request."
    },
    {
      "ucid": "21112178947401661",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Call after one hour. AGENT: Okay.",
      "comment": "The call ended with a specific callback time confirmed, which is a valid closure outcome."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education"
  ],
  "objection_phrases_list": []
}