{
  "ucid": "34972178963840571",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 15:16:45",
  "end_time": "2026-09-17 15:17:39",
  "duration_sec": 54,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbaa243552019cd7a23051f7c4d216a27.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1553,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963840571__DIAbaa243552019cd7a23051f7c4d216a27.mp3",
  "audio_bytes": 112104,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 37.368,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हेलो?)\n[3s] AGENT: Yes, hello.   (हां जी, नमस्ते।)\n[4s] CUSTOMER: Hello.   (नमस्कार।)\n[5s] AGENT: Uh, Rohit Mishra was speaking from JSW One.   (अह रोहित मिश्रा बात कर रहा था JSW One से।)\n[7s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: From JSW One.   (JSW One से।)\n[9s] CUSTOMER: From where?   (कहां से?)\n[10s] AGENT: J- From JSW One.   (जे- JSW One से।)\n[11s] CUSTOMER: Yes, speak.   (हां जी बोलिए।)\n[12s] AGENT: Yes, S2S [inaudible]   (हां जी S2S [inaudible])\n[16s] CUSTOMER: Sir, your voice is not coming through. Where are you speaking from, sir?   (सर आपका आवाज नहीं आ रही है। कहां से बात कर रहे हैं सर?)\n[19s] AGENT: I will call you back from my personal number.   (मैं आपको कॉल बैक करता हूं अपने पर्सनल नंबर से।)\n[21s] CUSTOMER: Yes, okay.   (हां जी, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the agent's side makes parts of their speech difficult to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 turns, clean transcript (8% 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "While you handled the technical issue well by setting a callback, remember to complete the full opener by using the customer's name and asking for permission to speak.",
  "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 call began with a poor connection, causing the customer to repeatedly ask where the agent was calling from. The customer then stated, \"your voice is not coming through.\" The agent handled the technical issue by proposing to call back from a different number, which the customer accepted.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified himself and JSW One, but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The hook was not delivered as the call was aborted due to a poor connection.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the call was terminated due to a technical issue.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will call you back from my personal number.\", \"comment\": \"Agent correctly handled the technical issue by committing to an immediate callback as the next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"While you handled the technical issue well by setting a callback, remember to complete the full opener by using the customer's name and asking for permission to speak.\", \"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 call began with a poor connection, causing the customer to repeatedly ask where the agent was calling from. The customer then stated, \\\"your voice is not coming through.\\\" The agent handled the technical issue by proposing to call back from a different number, which the customer accepted.\"}",
  "error": null,
  "latency_ms": 28743,
  "input_tokens": 2842,
  "output_tokens": 662,
  "created_at": "2026-09-25 12:02:36",
  "sentiment": "neutral",
  "sentiment_score": 0.086,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.613,
  "agent_talk_sec": 8.7,
  "customer_talk_sec": 5.5,
  "dead_air_sec": 39.8,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 200.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 0,
  "words_agent": 29,
  "words_customer": 23,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963840571",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.83,
      "end_s": 2.33,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178963840571",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.2,
      "end_s": 3.84,
      "text_en": "Yes, hello.",
      "text_native": "हां जी, नमस्ते।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.14,
      "end_s": 4.64,
      "text_en": "Hello.",
      "text_native": "नमस्कार।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 7.04,
      "text_en": "Uh, Rohit Mishra was speaking from JSW One.",
      "text_native": "अह रोहित मिश्रा बात कर रहा था JSW One से।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.43,
      "end_s": 7.83,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "34972178963840571",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.15,
      "end_s": 8.75,
      "text_en": "From JSW One.",
      "text_native": "JSW One से।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.16,
      "end_s": 9.56,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "34972178963840571",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 10.8,
      "text_en": "J- From JSW One.",
      "text_native": "जे- JSW One से।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.23,
      "end_s": 11.73,
      "text_en": "Yes, speak.",
      "text_native": "हां जी बोलिए।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 15.0,
      "text_en": "Yes, S2S [inaudible]",
      "text_native": "हां जी S2S [inaudible]"
    },
    {
      "ucid": "34972178963840571",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 18.2,
      "text_en": "Sir, your voice is not coming through. Where are you speaking from, sir?",
      "text_native": "सर आपका आवाज नहीं आ रही है। कहां से बात कर रहे हैं सर?"
    },
    {
      "ucid": "34972178963840571",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 20.8,
      "text_en": "I will call you back from my personal number.",
      "text_native": "मैं आपको कॉल बैक करता हूं अपने पर्सनल नंबर से।"
    },
    {
      "ucid": "34972178963840571",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 21.5,
      "text_en": "Yes, okay.",
      "text_native": "हां जी, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178963840571",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified himself and JSW One, but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "34972178963840571",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The hook was not delivered as the call was aborted due to a poor connection."
    },
    {
      "ucid": "34972178963840571",
      "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 before the call was terminated due to a technical issue."
    },
    {
      "ucid": "34972178963840571",
      "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 pitch stage."
    },
    {
      "ucid": "34972178963840571",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "34972178963840571",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will call you back from my personal number.",
      "comment": "Agent correctly handled the technical issue by committing to an immediate callback as the next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}