{
  "ucid": "21112178970793471",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 10:35:34",
  "end_time": "2026-09-18 10:36:16",
  "duration_sec": 42,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe5e5ad1656470ca58c123c078975229e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1459,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178970793471__DIAe5e5ad1656470ca58c123c078975229e.mp3",
  "audio_bytes": 42336,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 14.112,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो।)\n[2s] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: This is Abdul speaking, sir, from JSW.   (अब्दुल बात कर रहा हूं सर JSW से।)\n[5s] CUSTOMER: I will call back after some time.   (रिंग करता हूं बाद में थोड़ी देर के बाद।)\n[7s] AGENT: I have sent a WhatsApp, sir, you can send the inquiry, okay?   (मैं WhatsApp कर दियो ना सर आप इंक्वायरी भेज दीजिए ठीक है?)\n[9s] CUSTOMER: Yes, yes.   (हां हां।)\n[10s] AGENT: Okay, okay.   (ओके ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side but it does not affect transcription.",
  "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": "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 has already submitted a requirement online, open by referencing that submission (e.g., 'Calling about the HR Coil requirement you placed on our platform') to show you're not starting from scratch.",
  "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, but the customer immediately stated they were busy and would call back later. The agent pivoted by asking the customer to send their inquiry via WhatsApp, to which the customer agreed. The call ended without any discussion of requirements.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge the customer's platform submission before the customer cut the call short.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any requirement details could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was too short for any discovery questions to be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point of discussing price or timelines.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This is Abdul speaking, sir, from JSW.\", \"comment\": \"The agent did not pitch any products, thus avoiding any unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has already submitted a requirement online, open by referencing that submission (e.g., 'Calling about the HR Coil requirement you placed on our platform') to show you're not starting from scratch.\", \"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, but the customer immediately stated they were busy and would call back later. The agent pivoted by asking the customer to send their inquiry via WhatsApp, to which the customer agreed. The call ended without any discussion of requirements.\"}",
  "error": null,
  "latency_ms": 28496,
  "input_tokens": 2782,
  "output_tokens": 604,
  "created_at": "2026-09-25 11:58:45",
  "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": 4.9,
  "customer_talk_sec": 2.9,
  "dead_air_sec": 34.2,
  "longest_monologue_sec": 2.3,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 22,
  "words_customer": 11,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178970793471",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178970793471",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.66,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178970793471",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.23,
      "end_s": 2.55,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178970793471",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 4.64,
      "text_en": "This is Abdul speaking, sir, from JSW.",
      "text_native": "अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178970793471",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 6.94,
      "text_en": "I will call back after some time.",
      "text_native": "रिंग करता हूं बाद में थोड़ी देर के बाद।"
    },
    {
      "ucid": "21112178970793471",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.04,
      "end_s": 9.34,
      "text_en": "I have sent a WhatsApp, sir, you can send the inquiry, okay?",
      "text_native": "मैं WhatsApp कर दियो ना सर आप इंक्वायरी भेज दीजिए ठीक है?"
    },
    {
      "ucid": "21112178970793471",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.4,
      "end_s": 9.84,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178970793471",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 10.44,
      "text_en": "Okay, okay.",
      "text_native": "ओके ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178970793471",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not acknowledge the customer's platform submission before the customer cut the call short."
    },
    {
      "ucid": "21112178970793471",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any requirement details could be revalidated."
    },
    {
      "ucid": "21112178970793471",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was too short for any discovery questions to be asked."
    },
    {
      "ucid": "21112178970793471",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point of discussing price or timelines."
    },
    {
      "ucid": "21112178970793471",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "This is Abdul speaking, sir, from JSW.",
      "comment": "The agent did not pitch any products, thus avoiding any unnecessary re-pitching."
    }
  ],
  "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": []
}