{
  "ucid": "21112178953868521",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:34:45",
  "end_time": "2026-09-16 11:35:25",
  "duration_sec": 40,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe944fa39c2086d49d26e97c1408bed9c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1775,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953868521__DIAe944fa39c2086d49d26e97c1408bed9c.mp3",
  "audio_bytes": 74304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 24.768,
  "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?   (हां?)\n[3s] AGENT: Uh, madam, I'm speaking from JSW One.   (अ मैडम JSW One से बात कर रहा हूं मैं।)\n[5s] CUSTOMER: Hmm.   (हम्म।)\n[6s] AGENT: Hello?   (हॅलो?)\n[7s] CUSTOMER: Yes, we had spoken, sir.   (हां, बात हुआ था ना सर हमारा।)\n[9s] AGENT: Okay, okay ma'am. I will update it. Yes.   (ठीक है, ठीक है मैम। मैं कर देता हूं अपडेट। हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "noisy: Significant call center background noise on the agent's side makes some parts of his speech slightly difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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 says 'we already spoke', try to understand the context (e.g., 'Great, may I know who you spoke with?') instead of immediately 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 themself from JSW One. The customer immediately stated that they had already spoken previously. The agent accepted this, said they would update their records, and ended the call without any discovery or qualification.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, madam, I'm speaking from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission before the customer interrupted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer's interjection before a hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about current requirements.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will update it.\", \"comment\": \"This is an internal CRM action, not a committed next step with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says 'we already spoke', try to understand the context (e.g., 'Great, may I know who you spoke with?') instead of immediately 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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Yes, we had spoken, sir.\", \"response\": \"Okay, okay ma'am. I will update it. Yes.\"}], \"call_summary\": \"The agent introduced themself from JSW One. The customer immediately stated that they had already spoken previously. The agent accepted this, said they would update their records, and ended the call without any discovery or qualification.\"}",
  "error": null,
  "latency_ms": 23040,
  "input_tokens": 2710,
  "output_tokens": 714,
  "created_at": "2026-09-25 12:11:36",
  "sentiment": "negative",
  "sentiment_score": -0.175,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.671,
  "agent_talk_sec": 5.1,
  "customer_talk_sec": 2.5,
  "dead_air_sec": 32.4,
  "longest_monologue_sec": 2.4,
  "agent_wpm": 200.0,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 17,
  "words_customer": 8,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953868521",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 0.9,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953868521",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.68,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953868521",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.98,
      "end_s": 2.22,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178953868521",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.67,
      "end_s": 4.56,
      "text_en": "Uh, madam, I'm speaking from JSW One.",
      "text_native": "अ मैडम JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178953868521",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.1,
      "end_s": 5.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178953868521",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.9,
      "end_s": 6.26,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953868521",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 8.06,
      "text_en": "Yes, we had spoken, sir.",
      "text_native": "हां, बात हुआ था ना सर हमारा।"
    },
    {
      "ucid": "21112178953868521",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 10.98,
      "text_en": "Okay, okay ma'am. I will update it. Yes.",
      "text_native": "ठीक है, ठीक है मैम। मैं कर देता हूं अपडेट। हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953868521",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh, madam, I'm speaking from JSW One.",
      "comment": "Agent did not use the customer's name or ask for permission before the customer interrupted."
    },
    {
      "ucid": "21112178953868521",
      "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's interjection before a hook could be delivered."
    },
    {
      "ucid": "21112178953868521",
      "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."
    },
    {
      "ucid": "21112178953868521",
      "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 conducted, so no USPs were pitched."
    },
    {
      "ucid": "21112178953868521",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about current requirements."
    },
    {
      "ucid": "21112178953868521",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will update it.",
      "comment": "This is an internal CRM action, not a committed next step with the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953868521",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Yes, we had spoken, sir.",
      "response": "Okay, okay ma'am. I will update it. Yes."
    }
  ],
  "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": []
}