{
  "ucid": "21112178955169381",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 15:11:33",
  "end_time": "2026-09-16 15:12:14",
  "duration_sec": 41,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6293d44cebe5b54deb6d74741aac551f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1731,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955169381__DIA6293d44cebe5b54deb6d74741aac551f.mp3",
  "audio_bytes": 50544,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 16.848,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Yes   (हाँ)\n[2s] CUSTOMER: Yes   (हाँ)\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Am I speaking with Ramesh Sharma from Rolling?   (रमेश शर्मा रोलिंग से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes, tell me.   (हाँ बताइए।)\n[6s] AGENT: This is Abdul speaking, sir, from JSW One.   (अब्दुल बात कर रहा हूँ सर मैं JSW One से।)\n[8s] CUSTOMER: Yes.   (हाँ।)\n[9s] CUSTOMER: Okay, I will call in a minute.   (ठीक है हम फोन करता हूँ एक मिनट।)\n[11s] AGENT: Yes, sir.   (हाँ जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present but does not significantly impact transcription.",
  "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 says they are busy, acknowledge it and immediately ask for a better time to call back to secure a concrete next step.",
  "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 himself and JSW One. The customer immediately stated he was busy and would call back in a minute. The agent accepted this without securing a specific callback time, and the call ended before any business details could be discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: This is Abdul speaking, sir, from JSW One.\", \"comment\": \"Agent did not ask for permission to speak before the customer cut the call short.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call ended before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the customer cut the call short.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No pitch was delivered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No qualification was attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Yes, sir.\", \"comment\": \"Agent did not secure a specific callback time, passively accepting the customer's brush-off.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, acknowledge it and immediately ask for a better time to call back to secure a concrete next step.\", \"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 agent introduced himself and JSW One. The customer immediately stated he was busy and would call back in a minute. The agent accepted this without securing a specific callback time, and the call ended before any business details could be discussed.\"}",
  "error": null,
  "latency_ms": 29993,
  "input_tokens": 2726,
  "output_tokens": 633,
  "created_at": "2026-09-25 12:09:44",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.532,
  "agent_talk_sec": 4.2,
  "customer_talk_sec": 3.7,
  "dead_air_sec": 33.1,
  "longest_monologue_sec": 2.0,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 19,
  "words_customer": 14,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955169381",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.77,
      "end_s": 1.2,
      "text_en": "Yes",
      "text_native": "हाँ"
    },
    {
      "ucid": "21112178955169381",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.87,
      "end_s": 2.1,
      "text_en": "Yes",
      "text_native": "हाँ"
    },
    {
      "ucid": "21112178955169381",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955169381",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.1,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955169381",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.3,
      "end_s": 4.8,
      "text_en": "Am I speaking with Ramesh Sharma from Rolling?",
      "text_native": "रमेश शर्मा रोलिंग से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178955169381",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 5.8,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ बताइए।"
    },
    {
      "ucid": "21112178955169381",
      "idx": 6,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 7.8,
      "text_en": "This is Abdul speaking, sir, from JSW One.",
      "text_native": "अब्दुल बात कर रहा हूँ सर मैं JSW One से।"
    },
    {
      "ucid": "21112178955169381",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.1,
      "end_s": 8.4,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178955169381",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 10.5,
      "text_en": "Okay, I will call in a minute.",
      "text_native": "ठीक है हम फोन करता हूँ एक मिनट।"
    },
    {
      "ucid": "21112178955169381",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 11.1,
      "text_en": "Yes, sir.",
      "text_native": "हाँ जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955169381",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: This is Abdul speaking, sir, from JSW One.",
      "comment": "Agent did not ask for permission to speak before the customer cut the call short."
    },
    {
      "ucid": "21112178955169381",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call ended before the agent could deliver the hook."
    },
    {
      "ucid": "21112178955169381",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery was attempted as the customer cut the call short."
    },
    {
      "ucid": "21112178955169381",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No pitch was delivered."
    },
    {
      "ucid": "21112178955169381",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No qualification was attempted."
    },
    {
      "ucid": "21112178955169381",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Yes, sir.",
      "comment": "Agent did not secure a specific callback time, passively accepting the customer's brush-off."
    }
  ],
  "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": []
}