{
  "ucid": "21112178955947811",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:21:18",
  "end_time": "2026-09-16 17:22:15",
  "duration_sec": 57,
  "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/DIA5d0295a42dc913e1b4075420e3047267.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1696,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955947811__DIA5d0295a42dc913e1b4075420e3047267.mp3",
  "audio_bytes": 49896,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 16.632,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[3s] CUSTOMER: Yes, hello   (जी, हॅलो)\n[4s] AGENT: Yeah, good evening sir. I am Abdul speaking from JSW One.   (या, गुड इवनिंग सर। मैं अब्दुल बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: Yes.   (हां।)\n[8s] AGENT: I am speaking to Techno Creation Private Limited, right?   (Techno Creation से बात कर रहे है ना Private Limited से?)\n[10s] CUSTOMER: I will ring back right now, ji, give me two minutes.   (मैं अभी रिंग बैक करता हूं जी, दो मिनट दीजिए।)\n[12s] AGENT: Okay, okay.   (ओके, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "noisy: There is background chatter on the customer's side which slightly obscures some words.",
  "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 they are busy, take control by proposing a specific time for a callback instead of accepting a vague 'I'll call you back'.",
  "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 confirmed the company name. The customer immediately stated they were busy and would call back in two minutes. The agent agreed, and the call ended without any discovery, pitch, or a firm next step being established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, good evening sir. I am Abdul speaking from JSW One. I am speaking to Techno Creation Private Limited, right?\", \"comment\": \"The agent did not ask for permission to speak (e.g., 'is this a good time?'), which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer ended the call early.\"}, {\"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 call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, okay.\", \"comment\": \"The agent did not establish a committed next step, instead passively accepting the customer's vague promise to call back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, take control by proposing a specific time for a callback instead of accepting a vague 'I'll call you back'.\", \"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 confirmed the company name. The customer immediately stated they were busy and would call back in two minutes. The agent agreed, and the call ended without any discovery, pitch, or a firm next step being established.\"}",
  "error": null,
  "latency_ms": 23424,
  "input_tokens": 2731,
  "output_tokens": 683,
  "created_at": "2026-09-25 12:08:21",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.628,
  "agent_talk_sec": 5.9,
  "customer_talk_sec": 3.5,
  "dead_air_sec": 47.6,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 233.9,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 23,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955947811",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.34,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178955947811",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.26,
      "end_s": 2.66,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178955947811",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.72,
      "text_en": "Yes, hello",
      "text_native": "जी, हॅलो"
    },
    {
      "ucid": "21112178955947811",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 6.53,
      "text_en": "Yeah, good evening sir. I am Abdul speaking from JSW One.",
      "text_native": "या, गुड इवनिंग सर। मैं अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178955947811",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.3,
      "end_s": 7.62,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955947811",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 10.04,
      "text_en": "I am speaking to Techno Creation Private Limited, right?",
      "text_native": "Techno Creation से बात कर रहे है ना Private Limited से?"
    },
    {
      "ucid": "21112178955947811",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 12.24,
      "text_en": "I will ring back right now, ji, give me two minutes.",
      "text_native": "मैं अभी रिंग बैक करता हूं जी, दो मिनट दीजिए।"
    },
    {
      "ucid": "21112178955947811",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 13.0,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955947811",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, good evening sir. I am Abdul speaking from JSW One. I am speaking to Techno Creation Private Limited, right?",
      "comment": "The agent did not ask for permission to speak (e.g., 'is this a good time?'), which is a required part of the opener."
    },
    {
      "ucid": "21112178955947811",
      "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 before the agent could deliver a hook."
    },
    {
      "ucid": "21112178955947811",
      "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 as the customer ended the call early."
    },
    {
      "ucid": "21112178955947811",
      "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": "21112178955947811",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178955947811",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, okay.",
      "comment": "The agent did not establish a committed next step, instead passively accepting the customer's vague promise to call back."
    }
  ],
  "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": []
}