{
  "ucid": "21112178953312831",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 10:02:08",
  "end_time": "2026-09-16 10:03:04",
  "duration_sec": 56,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "Wrap up time exceeded :0",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa8626948cbb818b3517596124b1d7552.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1803,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953312831__DIAa8626948cbb818b3517596124b1d7552.mp3",
  "audio_bytes": 111240,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 37.08,
  "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?   (हाँ जी?)\n[3s] AGENT: Hello?   (हॅलो?)\n[4s] CUSTOMER: Yes, speak.   (हाँ बोलो।)\n[5s] AGENT: Who is speaking?   (कौन बात कर रहे?)\n[6s] CUSTOMER: Who do you want to talk to?   (किससे करनी है बात आपको?)\n[8s] AGENT: Hello?   (हॅलो?)\n[9s] CUSTOMER: Yes, who do you want to talk to?   (हाँ, आपको किससे बात करनी है?)\n[10s] AGENT: Sir, speak.   (सर, बोलिए।)\n[12s] CUSTOMER: Who do you want to talk to?   (किससे बात करनी है आपको?)\n[14s] AGENT: No sir, I just got a call from you.   (नहीं सर, मुझे आपका कॉल आया अभी just.)\n[16s] CUSTOMER: No, I didn't make any call.   (ना, मैंने तो नहीं किया कोई कॉल।)\n[20s] CUSTOMER: I didn't make any call.   (मैंने कोई कॉल नहीं किया।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: The call appears to be a confused interaction, possibly a call-back to a missed call that the customer does not recall making.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "For a customer-led call, you must open by referencing their online inquiry, not by claiming they called you, which caused this call to fail immediately.",
  "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 call failed to start. The agent incorrectly stated that the customer had called them, leading the customer to deny making any call. The conversation did not proceed past this initial confusion, and no business was discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent incorrectly stated the customer called them ('I just got a call from you') instead of acknowledging the platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where requirements could be discussed or validated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the call failed at the opening.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the closure stage.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No sir, I just got a call from you.\", \"comment\": \"The agent did not pitch anything, thus avoiding any unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For a customer-led call, you must open by referencing their online inquiry, not by claiming they called you, which caused this call to fail immediately.\", \"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 call failed to start. The agent incorrectly stated that the customer had called them, leading the customer to deny making any call. The conversation did not proceed past this initial confusion, and no business was discussed.\"}",
  "error": null,
  "latency_ms": 25756,
  "input_tokens": 2906,
  "output_tokens": 589,
  "created_at": "2026-09-25 12:12:44",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.38,
  "agent_talk_sec": 4.9,
  "customer_talk_sec": 8.0,
  "dead_air_sec": 43.1,
  "longest_monologue_sec": 2.0,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 17,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953312831",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.2,
      "end_s": 0.9,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.21,
      "end_s": 1.68,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.88,
      "end_s": 2.28,
      "text_en": "Yes?",
      "text_native": "हाँ जी?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.88,
      "end_s": 3.28,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.58,
      "end_s": 4.2,
      "text_en": "Yes, speak.",
      "text_native": "हाँ बोलो।"
    },
    {
      "ucid": "21112178953312831",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.56,
      "end_s": 5.5,
      "text_en": "Who is speaking?",
      "text_native": "कौन बात कर रहे?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 7.24,
      "text_en": "Who do you want to talk to?",
      "text_native": "किससे करनी है बात आपको?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.58,
      "end_s": 8.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.54,
      "end_s": 9.84,
      "text_en": "Yes, who do you want to talk to?",
      "text_native": "हाँ, आपको किससे बात करनी है?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 11.2,
      "text_en": "Sir, speak.",
      "text_native": "सर, बोलिए।"
    },
    {
      "ucid": "21112178953312831",
      "idx": 10,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.84,
      "text_en": "Who do you want to talk to?",
      "text_native": "किससे बात करनी है आपको?"
    },
    {
      "ucid": "21112178953312831",
      "idx": 11,
      "speaker": "agent",
      "start_s": 13.54,
      "end_s": 15.54,
      "text_en": "No sir, I just got a call from you.",
      "text_native": "नहीं सर, मुझे आपका कॉल आया अभी just."
    },
    {
      "ucid": "21112178953312831",
      "idx": 12,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 18.0,
      "text_en": "No, I didn't make any call.",
      "text_native": "ना, मैंने तो नहीं किया कोई कॉल।"
    },
    {
      "ucid": "21112178953312831",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.2,
      "text_en": "I didn't make any call.",
      "text_native": "मैंने कोई कॉल नहीं किया।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953312831",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent incorrectly stated the customer called them ('I just got a call from you') instead of acknowledging the platform submission."
    },
    {
      "ucid": "21112178953312831",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call did not progress to the point where requirements could be discussed or validated."
    },
    {
      "ucid": "21112178953312831",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery was attempted as the call failed at the opening."
    },
    {
      "ucid": "21112178953312831",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the closure stage."
    },
    {
      "ucid": "21112178953312831",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "No sir, I just got a call from you.",
      "comment": "The agent did not pitch anything, thus avoiding any unnecessary re-pitching."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}