{
  "ucid": "21112178972477841",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 15:16:18",
  "end_time": "2026-09-18 15:17:20",
  "duration_sec": 62,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA82309900ac463251b737cd70dffb9a2b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1393,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972477841__DIA82309900ac463251b737cd70dffb9a2b.mp3",
  "audio_bytes": 55080,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 18.36,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Hello, yes?   (हेलो, हां जी?)\n[3s] AGENT: Uh yes sir, this is Krantik calling from JSW One.   (अह हां जी सर, क्रांति से बात कर रहा था JSW One से।)\n[5s] CUSTOMER: From where?   (कहां से?)\n[6s] AGENT: Sir, from JSW One.   (सर JSW One से।)\n[7s] CUSTOMER: Sir, right now I am somewhere out of India, I will talk later.   (सर अभी मैं कहीं out of India हूं, बाद में बात करूंगा।)\n[10s] AGENT: Okay, okay sir.   (अच्छा, okay sir.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the agent's side, but the main speakers are clear enough to transcribe.",
  "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 asks to talk later, always try to schedule a specific day and time for the callback to secure the 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 they were out of the country and would talk later. The agent accepted this and ended the call without attempting to schedule a specific callback time.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh yes sir, this is Krantik calling from JSW One.\", \"comment\": \"Agent did not ask for permission to speak and did not attempt to schedule a specific callback time when the customer deferred.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the customer ended the call immediately after the introduction.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before qualification could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, okay sir.\", \"comment\": \"Agent accepted the customer's deferral without proposing or securing a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to talk later, always try to schedule a specific day and time for the callback to secure the 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 they were out of the country and would talk later. The agent accepted this and ended the call without attempting to schedule a specific callback time.\"}",
  "error": null,
  "latency_ms": 38264,
  "input_tokens": 2723,
  "output_tokens": 651,
  "created_at": "2026-09-25 11:55:57",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.535,
  "agent_talk_sec": 4.6,
  "customer_talk_sec": 4.0,
  "dead_air_sec": 53.4,
  "longest_monologue_sec": 2.0,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 0,
  "words_agent": 18,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972477841",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.31,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178972477841",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.57,
      "end_s": 1.97,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178972477841",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.78,
      "text_en": "Hello, yes?",
      "text_native": "हेलो, हां जी?"
    },
    {
      "ucid": "21112178972477841",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 5.0,
      "text_en": "Uh yes sir, this is Krantik calling from JSW One.",
      "text_native": "अह हां जी सर, क्रांति से बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178972477841",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.23,
      "end_s": 5.8,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178972477841",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.97,
      "end_s": 6.97,
      "text_en": "Sir, from JSW One.",
      "text_native": "सर JSW One से।"
    },
    {
      "ucid": "21112178972477841",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.26,
      "end_s": 9.46,
      "text_en": "Sir, right now I am somewhere out of India, I will talk later.",
      "text_native": "सर अभी मैं कहीं out of India हूं, बाद में बात करूंगा।"
    },
    {
      "ucid": "21112178972477841",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.58,
      "end_s": 10.78,
      "text_en": "Okay, okay sir.",
      "text_native": "अच्छा, okay sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178972477841",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Uh yes sir, this is Krantik calling from JSW One.",
      "comment": "Agent did not ask for permission to speak and did not attempt to schedule a specific callback time when the customer deferred."
    },
    {
      "ucid": "21112178972477841",
      "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 hook could be delivered."
    },
    {
      "ucid": "21112178972477841",
      "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 ended the call immediately after the introduction."
    },
    {
      "ucid": "21112178972477841",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178972477841",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before qualification could be attempted."
    },
    {
      "ucid": "21112178972477841",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay, okay sir.",
      "comment": "Agent accepted the customer's deferral without proposing or securing a specific callback time."
    }
  ],
  "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": []
}