{
  "ucid": "21112178954197191",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 12:29:31",
  "end_time": "2026-09-16 12:30:22",
  "duration_sec": 51,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8c72c9be4e7128d0360214ec93865af2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1757,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954197191__DIA8c72c9be4e7128d0360214ec93865af2.mp3",
  "audio_bytes": 90288,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 30.096,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes?\n[3s] AGENT: Uh, Kiran Engineering and Trading?\n[5s] CUSTOMER: Yes?\n[6s] AGENT: Uh sir, this is Anupriti from JSW One.\n[8s] CUSTOMER: Tell me, ma'am.\n[9s] AGENT: Uh, I wanted to inquire whether you are having any requirement in GPGI.\n[13s] CUSTOMER: But I when I had, nobody responded, ma'am. Right now I have none.\n[17s] AGENT: Okay. Thank you.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant compared to the agent's. There is some background chatter on the customer's side at the end of the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 mentions a past service failure like 'nobody responded', you must address it by apologizing and asking for details to rebuild trust, instead of 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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced herself and immediately asked for a requirement, skipping the hook. The customer stated they had no current need and complained that a previous inquiry with JSW One was never responded to. The agent acknowledged this and ended the call without addressing the complaint or setting a future follow-up.",
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  "error": null,
  "latency_ms": 33725,
  "input_tokens": 2688,
  "output_tokens": 686,
  "created_at": "2026-09-25 12:10:57",
  "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": 0.632,
  "agent_talk_sec": 9.1,
  "customer_talk_sec": 5.3,
  "dead_air_sec": 36.6,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 197.8,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 30,
  "words_customer": 18,
  "monologue_heavy": 0,
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    {
      "ucid": "21112178954197191",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.87,
      "end_s": 1.49,
      "text_en": "Hello.",
      "text_native": "Hello."
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    {
      "ucid": "21112178954197191",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.0,
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      "text_en": "Yes?",
      "text_native": "Yes?"
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      "ucid": "21112178954197191",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 4.5,
      "text_en": "Uh, Kiran Engineering and Trading?",
      "text_native": "Uh, Kiran Engineering and Trading?"
    },
    {
      "ucid": "21112178954197191",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.21,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178954197191",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.53,
      "end_s": 7.79,
      "text_en": "Uh sir, this is Anupriti from JSW One.",
      "text_native": "Uh sir, this is Anupriti from JSW One."
    },
    {
      "ucid": "21112178954197191",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.82,
      "text_en": "Tell me, ma'am.",
      "text_native": "Tell me, ma'am."
    },
    {
      "ucid": "21112178954197191",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.23,
      "end_s": 12.79,
      "text_en": "Uh, I wanted to inquire whether you are having any requirement in GPGI.",
      "text_native": "Uh, I wanted to inquire whether you are having any requirement in GPGI."
    },
    {
      "ucid": "21112178954197191",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 16.78,
      "text_en": "But I when I had, nobody responded, ma'am. Right now I have none.",
      "text_native": "But I when I had, nobody responded, ma'am. Right now I have none."
    },
    {
      "ucid": "21112178954197191",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.21,
      "end_s": 18.21,
      "text_en": "Okay. Thank you.",
      "text_native": "Okay. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954197191",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, this is Anupriti from JSW One.",
      "comment": "Agent greeted, used the company name, and identified herself, and the customer gave implicit permission to proceed."
    },
    {
      "ucid": "21112178954197191",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to a qualification question."
    },
    {
      "ucid": "21112178954197191",
      "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 before this stage was reached."
    },
    {
      "ucid": "21112178954197191",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as the call ended prematurely."
    },
    {
      "ucid": "21112178954197191",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, I wanted to inquire whether you are having any requirement in GPGI.",
      "comment": "Agent successfully asked if a current requirement existed."
    },
    {
      "ucid": "21112178954197191",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent ended the call with 'Okay. Thank you.' and did not establish any next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}