{
  "ucid": "21112178973198021",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:16:20",
  "end_time": "2026-09-18 17:17:02",
  "duration_sec": 42,
  "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/DIAbd0c6d3a43e4f8f2ea9465771b5b104e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1359,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973198021__DIAbd0c6d3a43e4f8f2ea9465771b5b104e.mp3",
  "audio_bytes": 53784,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 17.928,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.   (हेलो।)\n[3s] AGENT: Hello.   (हेलो।)\n[4s] CUSTOMER: Hello.   (हेलो।)\n[4s] AGENT: Yeah, Ayush from the company is speaking.   (या, आयुष कंपनी से बात कर रहा हूं।)\n[6s] CUSTOMER: Where are you calling from, tell me that.   (कहां से आप बोल रहे हैं ये बोलो यार।)\n[8s] AGENT: Head office Mumbai JSW.\n[10s] CUSTOMER: Huh?   (हां?)\n[10s] AGENT: JSW, I am speaking from JSW, sir.   (JSW, JSW से बात कर रहा हूं सर।)\n[13s] CUSTOMER: Call JSW tomorrow.   (JSW कल फोन कॉल करो।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The conversation is very brief and ends abruptly.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": "Your opening must be stronger: state your name and 'from JSW One', then ask for permission to speak, to control the first few seconds of the call.",
  "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's opening was unclear, requiring the customer to ask for the company name. Upon hearing 'JSW', the customer immediately dismissed the agent, asking for a callback the next day and ending the call. The conversation did not progress to discovery or pitch.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, Ayush from the company is speaking.\", \"comment\": \"Agent did not identify JSW One upfront, did not use the customer's name, and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call ended almost immediately.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get a chance to ask about a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Call JSW tomorrow.\", \"comment\": \"The agent did not secure a committed next step; the customer dictated a vague callback and ended the call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opening must be stronger: state your name and 'from JSW One', then ask for permission to speak, to control the first few seconds of the call.\", \"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's opening was unclear, requiring the customer to ask for the company name. Upon hearing 'JSW', the customer immediately dismissed the agent, asking for a callback the next day and ending the call. The conversation did not progress to discovery or pitch.\"}",
  "error": null,
  "latency_ms": 26545,
  "input_tokens": 2725,
  "output_tokens": 679,
  "created_at": "2026-09-25 11:54:08",
  "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": 0.554,
  "agent_talk_sec": 5.1,
  "customer_talk_sec": 4.1,
  "dead_air_sec": 32.8,
  "longest_monologue_sec": 1.8,
  "agent_wpm": 223.5,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 0,
  "words_agent": 19,
  "words_customer": 14,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973198021",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.83,
      "end_s": 2.28,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178973198021",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.74,
      "end_s": 3.14,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178973198021",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.64,
      "end_s": 4.04,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178973198021",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.26,
      "end_s": 5.8,
      "text_en": "Yeah, Ayush from the company is speaking.",
      "text_native": "या, आयुष कंपनी से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178973198021",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.34,
      "end_s": 7.84,
      "text_en": "Where are you calling from, tell me that.",
      "text_native": "कहां से आप बोल रहे हैं ये बोलो यार।"
    },
    {
      "ucid": "21112178973198021",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.24,
      "end_s": 9.64,
      "text_en": "Head office Mumbai JSW.",
      "text_native": "Head office Mumbai JSW."
    },
    {
      "ucid": "21112178973198021",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.96,
      "end_s": 10.24,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178973198021",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.44,
      "end_s": 12.2,
      "text_en": "JSW, I am speaking from JSW, sir.",
      "text_native": "JSW, JSW से बात कर रहा हूं सर।"
    },
    {
      "ucid": "21112178973198021",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.64,
      "end_s": 14.14,
      "text_en": "Call JSW tomorrow.",
      "text_native": "JSW कल फोन कॉल करो।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973198021",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, Ayush from the company is speaking.",
      "comment": "Agent did not identify JSW One upfront, did not use the customer's name, and did not ask for permission to speak."
    },
    {
      "ucid": "21112178973198021",
      "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 agent could deliver a hook."
    },
    {
      "ucid": "21112178973198021",
      "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 call ended almost immediately."
    },
    {
      "ucid": "21112178973198021",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point where USPs could be pitched."
    },
    {
      "ucid": "21112178973198021",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get a chance to ask about a current requirement."
    },
    {
      "ucid": "21112178973198021",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Call JSW tomorrow.",
      "comment": "The agent did not secure a committed next step; the customer dictated a vague callback and ended the 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": []
}