{
  "ucid": "21112178972945631",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:34:16",
  "end_time": "2026-09-18 16:35:04",
  "duration_sec": 48,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2b0a2fc214fc3770eb29001e2a4ec496.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1379,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972945631__DIA2b0a2fc214fc3770eb29001e2a4ec496.mp3",
  "audio_bytes": 81432,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 27.144,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] AGENT: Hello sir, this is Abhinav Gautam speaking from JSW One.   (नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।)\n[5s] CUSTOMER: Yes, speak.   (बोलिए।)\n[6s] AGENT: Yes sir, your account was registered, Hari Om Electronics, so was there any requirement, sir?   (जी सर, आपका अकाउंट रजिस्टर था हरि ओम इलेक्ट्रॉनिक्स, तो रिक्वायरमेंट थी सर कोई?)\n[9s] CUSTOMER: No, I've already spoken.   (नहीं, हो गई बात मेरी।)\n[10s] AGENT: Okay, with whom did you speak, sir?   (अच्छा, किससे हुई थी सर बात आपकी?)\n[11s] CUSTOMER: With Sonawane.   (सोनावणे से।)\n[12s] AGENT: With Sonawane.   (सोनावणे से।)\n[14s] AGENT: Okay, that's fine, sir.   (चलो ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: No significant audio issues.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer says they've already spoken to someone, confirm the name (as you did) and ensure the lead is marked appropriately in the CRM to prevent duplicate calls.",
  "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 called to follow up on an account registration for 'Hari Om Electronics'. The customer stated they had already spoken with another representative ('Sonawane'). The agent confirmed the name and politely ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, your account was registered, Hari Om Electronics, so was there any requirement, sir?\", \"comment\": \"The agent correctly referenced the customer's prior action (account registration) instead of starting a cold call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could revalidate any requirement details.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer ended the call before any discovery questions could be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The call ended before any discussion of price, stock, or timeline could occur.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, that's fine, sir.\", \"comment\": \"The agent did not attempt to re-pitch any products after the customer stated the call was not needed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they've already spoken to someone, confirm the name (as you did) and ensure the lead is marked appropriately in the CRM to prevent duplicate calls.\", \"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 called to follow up on an account registration for 'Hari Om Electronics'. The customer stated they had already spoken with another representative ('Sonawane'). The agent confirmed the name and politely ended the call.\"}",
  "error": null,
  "latency_ms": 22179,
  "input_tokens": 2855,
  "output_tokens": 612,
  "created_at": "2026-09-25 11:54:58",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.73,
  "agent_talk_sec": 8.4,
  "customer_talk_sec": 3.1,
  "dead_air_sec": 36.5,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 278.6,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 4,
  "discovery_qs": 3,
  "words_agent": 39,
  "words_customer": 9,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178972945631",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178972945631",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.57,
      "end_s": 2.17,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178972945631",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.46,
      "end_s": 4.84,
      "text_en": "Hello sir, this is Abhinav Gautam speaking from JSW One.",
      "text_native": "नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।"
    },
    {
      "ucid": "21112178972945631",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.5,
      "text_en": "Yes, speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178972945631",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.76,
      "end_s": 8.84,
      "text_en": "Yes sir, your account was registered, Hari Om Electronics, so was there any requirement, sir?",
      "text_native": "जी सर, आपका अकाउंट रजिस्टर था हरि ओम इलेक्ट्रॉनिक्स, तो रिक्वायरमेंट थी सर कोई?"
    },
    {
      "ucid": "21112178972945631",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.04,
      "end_s": 10.2,
      "text_en": "No, I've already spoken.",
      "text_native": "नहीं, हो गई बात मेरी।"
    },
    {
      "ucid": "21112178972945631",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.34,
      "end_s": 11.24,
      "text_en": "Okay, with whom did you speak, sir?",
      "text_native": "अच्छा, किससे हुई थी सर बात आपकी?"
    },
    {
      "ucid": "21112178972945631",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.46,
      "end_s": 12.24,
      "text_en": "With Sonawane.",
      "text_native": "सोनावणे से।"
    },
    {
      "ucid": "21112178972945631",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.44,
      "end_s": 13.14,
      "text_en": "With Sonawane.",
      "text_native": "सोनावणे से।"
    },
    {
      "ucid": "21112178972945631",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.66,
      "end_s": 14.44,
      "text_en": "Okay, that's fine, sir.",
      "text_native": "चलो ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178972945631",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes sir, your account was registered, Hari Om Electronics, so was there any requirement, sir?",
      "comment": "The agent correctly referenced the customer's prior action (account registration) instead of starting a cold call."
    },
    {
      "ucid": "21112178972945631",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent could revalidate any requirement details."
    },
    {
      "ucid": "21112178972945631",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer ended the call before any discovery questions could be asked."
    },
    {
      "ucid": "21112178972945631",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any discussion of price, stock, or timeline could occur."
    },
    {
      "ucid": "21112178972945631",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, that's fine, sir.",
      "comment": "The agent did not attempt to re-pitch any products after the customer stated the call was not needed."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}