{
  "ucid": "21112178953761271",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:16:52",
  "end_time": "2026-09-16 11:17:38",
  "duration_sec": 46,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdae9917e0651ae206006bb1ab26e11ea.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1784,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953761271__DIAdae9917e0651ae206006bb1ab26e11ea.mp3",
  "audio_bytes": 67392,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 22.464,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो।)\n[1s] AGENT: Hello.   (हेलो।)\n[1s] CUSTOMER: Speak.   (बोलो।)\n[2s] AGENT: Hello.   (हेलो।)\n[2s] CUSTOMER: Speak.   (बोलो।)\n[3s] AGENT: You have called.   (आपने कॉल किया है।)\n[4s] CUSTOMER: I have not called.   (मैंने कॉल नहीं किया है।)\n[6s] AGENT: It's from your number right now.   (आपके नंबर से है अभी।)\n[7s] CUSTOMER: I haven't called anywhere.   (मैंने कहीं पे कोई जगह फोन नहीं किया।)\n[10s] AGENT: I don't know.   (पता नहीं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: The call appears to be a result of a system glitch or wrong number, as both speakers are confused about who initiated the call.",
  "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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer denies initiating the call, avoid arguing and instead pivot to a standard outbound opening to attempt to salvage the conversation.",
  "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 began with the agent stating the customer had called, which the customer immediately denied. The entire conversation was spent on this disagreement, and no part of the sales pitch was executed. The call ended after the agent conceded they did not know why the call was connected.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not introduce themselves or JSW One, nor did they ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver a hook, as the customer denied making the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to qualify for any current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a next step being established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer denies initiating the call, avoid arguing and instead pivot to a standard outbound opening to attempt to salvage the conversation.\", \"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 began with the agent stating the customer had called, which the customer immediately denied. The entire conversation was spent on this disagreement, and no part of the sales pitch was executed. The call ended after the agent conceded they did not know why the call was connected.\"}",
  "error": null,
  "latency_ms": 22072,
  "input_tokens": 2717,
  "output_tokens": 629,
  "created_at": "2026-09-25 12:11:58",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.432,
  "agent_talk_sec": 3.8,
  "customer_talk_sec": 5.0,
  "dead_air_sec": 37.2,
  "longest_monologue_sec": 1.2,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 0,
  "words_agent": 14,
  "words_customer": 11,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953761271",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.48,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.58,
      "end_s": 0.96,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.06,
      "end_s": 1.4,
      "text_en": "Speak.",
      "text_native": "बोलो।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 3,
      "speaker": "agent",
      "start_s": 1.56,
      "end_s": 2.1,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 4,
      "speaker": "customer",
      "start_s": 2.26,
      "end_s": 2.7,
      "text_en": "Speak.",
      "text_native": "बोलो।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 5,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 4.1,
      "text_en": "You have called.",
      "text_native": "आपने कॉल किया है।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 6,
      "speaker": "customer",
      "start_s": 4.26,
      "end_s": 5.7,
      "text_en": "I have not called.",
      "text_native": "मैंने कॉल नहीं किया है।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 7,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 6.9,
      "text_en": "It's from your number right now.",
      "text_native": "आपके नंबर से है अभी।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 8,
      "speaker": "customer",
      "start_s": 7.06,
      "end_s": 9.4,
      "text_en": "I haven't called anywhere.",
      "text_native": "मैंने कहीं पे कोई जगह फोन नहीं किया।"
    },
    {
      "ucid": "21112178953761271",
      "idx": 9,
      "speaker": "agent",
      "start_s": 9.56,
      "end_s": 10.1,
      "text_en": "I don't know.",
      "text_native": "पता नहीं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953761271",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not introduce themselves or JSW One, nor did they ask for permission to speak."
    },
    {
      "ucid": "21112178953761271",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could deliver a hook, as the customer denied making the call."
    },
    {
      "ucid": "21112178953761271",
      "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 attempted."
    },
    {
      "ucid": "21112178953761271",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178953761271",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not attempt to qualify for any current requirement."
    },
    {
      "ucid": "21112178953761271",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly without a next step being established."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}