{
  "ucid": "21112178964117791",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 16:02:57",
  "end_time": "2026-09-17 16:04:32",
  "duration_sec": 95,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd2757c34270e909ab76145e65c519d3b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1520,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964117791__DIAd2757c34270e909ab76145e65c519d3b.mp3",
  "audio_bytes": 127872,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 42.624,
  "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] AGENT: Hanuman ji?   (हनुमान जी?)\n[3s] CUSTOMER: Yes.   (हां।)\n[4s] CUSTOMER: Hello?   (हॅलो?)\n[4s] AGENT: Hey, I was calling from JSW One.   (अरे JSW One से बात कर रहा था।)\n[6s] CUSTOMER: Yes, yes.   (हां हां।)\n[6s] AGENT: Sir, was anything confirmed?   (हुआ सर कुछ confirm?)\n[10s] AGENT: Hello?   (हॅलो?)\n[11s] CUSTOMER: Just now, you... some other person had spoken, right?   (अभी आप आप कोई दूसरे बात किए थे ना?)\n[14s] AGENT: No, I am the same person.   (नहीं, मैं वही हूं।)\n[15s] AGENT: That is the company's number.   (वो कंपनी का नंबर है।)\n[16s] CUSTOMER: Your name?   (आपका नाम?)\n[17s] AGENT: Ajaz.   (अजाज।)\n[18s] CUSTOMER: Yes yes, I have sent that just now and said that I will confirm in one hour.   (हां हां, मैं वो अभी भेजा हूं और एक one hour में confirm करता हूं बोला।)\n[22s] AGENT: Alright, alright. Okay sir.   (ठीक है ठीक है। Okay sir.)\n[23s] CUSTOMER: Alright?   (ठीक है?)\n[23s] AGENT: Okay.\n[24s] AGENT: Hmm hmm.   (हम्म हम्म।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: There is a brief period of silence from the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer says they will confirm later, take control of the next step by confirming you will call them back at that specific time to finalize the details.",
  "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 made a follow-up call regarding a recent conversation. The customer stated they had just sent details and would confirm their decision in one hour. The agent acknowledged the timeline and ended the call without revalidating requirements, conducting discovery, or discussing price.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened by referencing a prior conversation ('was anything confirmed?'), not the customer's initial platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No requirement details (product, quantity, location, etc.) were revalidated on the call.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent passively accepted the customer's timeline ('I will confirm in one hour') without providing a price or attempting to close.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hey, I was calling from JSW One. Sir, was anything confirmed?\", \"comment\": \"The agent did not add any unnecessary pitching and kept the call focused on the next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they will confirm later, take control of the next step by confirming you will call them back at that specific time to finalize the details.\", \"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 made a follow-up call regarding a recent conversation. The customer stated they had just sent details and would confirm their decision in one hour. The agent acknowledged the timeline and ended the call without revalidating requirements, conducting discovery, or discussing price.\"}",
  "error": null,
  "latency_ms": 27987,
  "input_tokens": 3003,
  "output_tokens": 627,
  "created_at": "2026-09-25 12:01:13",
  "sentiment": "positive",
  "sentiment_score": 0.415,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.506,
  "agent_talk_sec": 8.2,
  "customer_talk_sec": 8.0,
  "dead_air_sec": 78.8,
  "longest_monologue_sec": 1.9,
  "agent_wpm": 248.8,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 34,
  "words_customer": 34,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178964117791",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.71,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178964117791",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 1.69,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178964117791",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.88,
      "text_en": "Hanuman ji?",
      "text_native": "हनुमान जी?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.16,
      "end_s": 3.43,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 3.86,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 5.36,
      "text_en": "Hey, I was calling from JSW One.",
      "text_native": "अरे JSW One से बात कर रहा था।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 6,
      "speaker": "customer",
      "start_s": 5.74,
      "end_s": 6.16,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.34,
      "end_s": 7.46,
      "text_en": "Sir, was anything confirmed?",
      "text_native": "हुआ सर कुछ confirm?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 10.42,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.1,
      "end_s": 13.24,
      "text_en": "Just now, you... some other person had spoken, right?",
      "text_native": "अभी आप आप कोई दूसरे बात किए थे ना?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.62,
      "end_s": 14.48,
      "text_en": "No, I am the same person.",
      "text_native": "नहीं, मैं वही हूं।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 16.1,
      "text_en": "That is the company's number.",
      "text_native": "वो कंपनी का नंबर है।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 12,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 16.74,
      "text_en": "Your name?",
      "text_native": "आपका नाम?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 13,
      "speaker": "agent",
      "start_s": 17.14,
      "end_s": 17.6,
      "text_en": "Ajaz.",
      "text_native": "अजाज।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 14,
      "speaker": "customer",
      "start_s": 17.84,
      "end_s": 21.24,
      "text_en": "Yes yes, I have sent that just now and said that I will confirm in one hour.",
      "text_native": "हां हां, मैं वो अभी भेजा हूं और एक one hour में confirm करता हूं बोला।"
    },
    {
      "ucid": "21112178964117791",
      "idx": 15,
      "speaker": "agent",
      "start_s": 21.54,
      "end_s": 22.64,
      "text_en": "Alright, alright. Okay sir.",
      "text_native": "ठीक है ठीक है। Okay sir."
    },
    {
      "ucid": "21112178964117791",
      "idx": 16,
      "speaker": "customer",
      "start_s": 22.7,
      "end_s": 23.04,
      "text_en": "Alright?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178964117791",
      "idx": 17,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 23.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178964117791",
      "idx": 18,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 24.24,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178964117791",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent opened by referencing a prior conversation ('was anything confirmed?'), not the customer's initial platform submission."
    },
    {
      "ucid": "21112178964117791",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No requirement details (product, quantity, location, etc.) were revalidated on the call."
    },
    {
      "ucid": "21112178964117791",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business or needs."
    },
    {
      "ucid": "21112178964117791",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent passively accepted the customer's timeline ('I will confirm in one hour') without providing a price or attempting to close."
    },
    {
      "ucid": "21112178964117791",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hey, I was calling from JSW One. Sir, was anything confirmed?",
      "comment": "The agent did not add any unnecessary pitching and kept the call focused on the next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}