{
  "ucid": "21112178972855311",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:19:13",
  "end_time": "2026-09-18 16:19:58",
  "duration_sec": 45,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Call_back_later",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA15cd579b80b067b666dfe0c4ec06c0cc.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1383,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972855311__DIA15cd579b80b067b666dfe0c4ec06c0cc.mp3",
  "audio_bytes": 40392,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 13.464,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: It's the best school, right. Hello.   (बेस्ट स्कूल है ना। हेलो।)\n[3s] AGENT: Hello.   (हेलो।)\n[3s] CUSTOMER: Yes sir, tell me.   (हां जी सर, बताएं।)\n[4s] AGENT: Is this Anil ji speaking?   (अनिल जी बात कर रहे हैं?)\n[5s] CUSTOMER: Yes, yes. Can we talk a little later?   (जी जी। थोड़ा देर से बात हो जाएगी?)\n[7s] AGENT: I will call later.   (करता हूं मैं कॉल बाद में।)\n[9s] UNKNOWN: Open the drawing that was just opened.   (अभी जो drawing open करा था वो open कर दो।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "noisy: Significant background conversation is present on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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 secure a specific day and time for the callback to make the next attempt more effective.",
  "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 confirmed the customer's name, but the customer immediately requested to speak later. The agent agreed to call back and ended the conversation without gathering any information or setting a specific time.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Can we talk a little later? AGENT: I will call later.\", \"comment\": \"Agent did not introduce themself or JSW One, and while they respected the customer's request for a callback, they failed to ask for a specific time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"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 the agent could attempt to qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I will call later.\", \"comment\": \"The agent did not establish a specific, committed time for the next call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to talk later, always secure a specific day and time for the callback to make the next attempt more effective.\", \"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 confirmed the customer's name, but the customer immediately requested to speak later. The agent agreed to call back and ended the conversation without gathering any information or setting a specific time.\"}",
  "error": null,
  "latency_ms": 21475,
  "input_tokens": 2712,
  "output_tokens": 655,
  "created_at": "2026-09-25 11:55:12",
  "sentiment": "negative",
  "sentiment_score": -0.26,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.368,
  "agent_talk_sec": 2.5,
  "customer_talk_sec": 4.3,
  "dead_air_sec": 38.2,
  "longest_monologue_sec": 1.1,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 1,
  "words_agent": 10,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972855311",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.41,
      "end_s": 2.23,
      "text_en": "It's the best school, right. Hello.",
      "text_native": "बेस्ट स्कूल है ना। हेलो।"
    },
    {
      "ucid": "21112178972855311",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 2.96,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178972855311",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.36,
      "end_s": 4.14,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां जी सर, बताएं।"
    },
    {
      "ucid": "21112178972855311",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.24,
      "end_s": 5.23,
      "text_en": "Is this Anil ji speaking?",
      "text_native": "अनिल जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178972855311",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.44,
      "end_s": 7.1,
      "text_en": "Yes, yes. Can we talk a little later?",
      "text_native": "जी जी। थोड़ा देर से बात हो जाएगी?"
    },
    {
      "ucid": "21112178972855311",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.2,
      "end_s": 8.34,
      "text_en": "I will call later.",
      "text_native": "करता हूं मैं कॉल बाद में।"
    },
    {
      "ucid": "21112178972855311",
      "idx": 6,
      "speaker": "unknown",
      "start_s": 9.24,
      "end_s": 11.54,
      "text_en": "Open the drawing that was just opened.",
      "text_native": "अभी जो drawing open करा था वो open कर दो।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178972855311",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Can we talk a little later? AGENT: I will call later.",
      "comment": "Agent did not introduce themself or JSW One, and while they respected the customer's request for a callback, they failed to ask for a specific time."
    },
    {
      "ucid": "21112178972855311",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could deliver a hook."
    },
    {
      "ucid": "21112178972855311",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178972855311",
      "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": "21112178972855311",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could attempt to qualify for a requirement."
    },
    {
      "ucid": "21112178972855311",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: I will call later.",
      "comment": "The agent did not establish a specific, committed time for the next call."
    }
  ],
  "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": []
}