{ "ucid": "21112178973171761", "call_date": "2026-09-18", "start_time": "2026-09-18 17:11:57", "end_time": "2026-09-18 17:12:43", "duration_sec": 46, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe59e14e6cd6982b02f770e15d67d0c29.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1361, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973171761__DIAe59e14e6cd6982b02f770e15d67d0c29.mp3", "audio_bytes": 66312, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 22.104, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[6s] CUSTOMER: Hello. (हॅलो.)\n[7s] AGENT: Hello?\n[8s] CUSTOMER: Speaking from Golden Star, Mohammed Shakib. (Golden Star से बात कर रहे हैं, मोहम्मद शाकिब।)\n[10s] CUSTOMER: I am getting him on the line. (मैं बात करवा रही हूं।)\n[12s] CUSTOMER: Yes.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 5, "connected": 1, "audio_notes": "clear: A second person (female) briefly speaks from the customer's side, likely a receptionist or colleague.", "transcript_status": "ok", "transcript_error": null, "band": "amber", "band_reason": "only 5 turns - short exchange, limited evidence to score", "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": "This call ended before a conversation could begin, so no pitch coaching is possible on this interaction.", "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 connected with a gatekeeper who identified the company as 'Golden Star' and attempted to transfer the call to Mohammed Shakib. The call ended before the agent could speak with the contact or deliver any part of the pitch.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only said 'Hello?' and the call ended before a proper opener could be delivered.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The conversation did not progress to the point where a hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the agent did not get to speak with the intended contact.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for a pitch to be delivered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No qualification was attempted as the conversation never started.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly before any next step could be established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"This call ended before a conversation could begin, so no pitch coaching is possible on this interaction.\", \"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 connected with a gatekeeper who identified the company as 'Golden Star' and attempted to transfer the call to Mohammed Shakib. The call ended before the agent could speak with the contact or deliver any part of the pitch.\"}", "error": null, "latency_ms": 24181, "input_tokens": 2630, "output_tokens": 623, "created_at": "2026-09-25 11:54:09", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "med", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.109, "agent_talk_sec": 0.5, "customer_talk_sec": 4.1, "dead_air_sec": 41.4, "longest_monologue_sec": 0.5, "agent_wpm": null, "interruptions": 0, "agent_turns": 1, "customer_turns": 4, "discovery_qs": 1, "words_agent": 1, "words_customer": 15, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973171761", "idx": 0, "speaker": "customer", "start_s": 5.6, "end_s": 6.11, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178973171761", "idx": 1, "speaker": "agent", "start_s": 6.6, "end_s": 7.06, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178973171761", "idx": 2, "speaker": "customer", "start_s": 7.62, "end_s": 9.64, "text_en": "Speaking from Golden Star, Mohammed Shakib.", "text_native": "Golden Star से बात कर रहे हैं, मोहम्मद शाकिब।" }, { "ucid": "21112178973171761", "idx": 3, "speaker": "customer", "start_s": 9.94, "end_s": 11.14, "text_en": "I am getting him on the line.", "text_native": "मैं बात करवा रही हूं।" }, { "ucid": "21112178973171761", "idx": 4, "speaker": "customer", "start_s": 11.8, "end_s": 12.16, "text_en": "Yes.", "text_native": "Yes." } ], "steps": [ { "ucid": "21112178973171761", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent only said 'Hello?' and the call ended before a proper opener could be delivered." }, { "ucid": "21112178973171761", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The conversation did not progress to the point where a hook could be delivered." }, { "ucid": "21112178973171761", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked as the agent did not get to speak with the intended contact." }, { "ucid": "21112178973171761", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was too short for a pitch to be delivered." }, { "ucid": "21112178973171761", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No qualification was attempted as the conversation never started." }, { "ucid": "21112178973171761", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly before any next step could be established." } ], "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": [] }