{
  "ucid": "34972178964147571",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 16:07:55",
  "end_time": "2026-09-17 16:08:36",
  "duration_sec": 41,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd28f2c524bb03126194676081453f3d4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1514,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964147571__DIAd28f2c524bb03126194676081453f3d4.mp3",
  "audio_bytes": 60048,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 20.016,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello?\n[2s] CUSTOMER: Hello?\n[3s] AGENT: Uh yeah, good evening sir. Karthik this side from JSW One.\n[6s] CUSTOMER: Sir, I'll give you a call back later.\n[8s] AGENT: Sorry sir?\n[9s] CUSTOMER: I'll call you back sir. I'll call you back.\n[10s] AGENT: Yeah, okay. Okay, I'll drop you a message. Connect later.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 call back, acknowledge their request and then try to schedule a specific time, e.g., 'Sure, is tomorrow morning a better time to connect?'",
  "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 introduced themself and JSW One. The customer immediately stated they were busy and would call them back. The agent accepted this, said they would send a message, and ended the call. No business needs or requirements were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh yeah, good evening sir. Karthik this side from JSW One.\", \"comment\": \"Agent successfully introduced themself and the company before the customer requested a callback.\"}, {\"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\": \"No discovery questions were asked as the customer requested a callback immediately.\"}, {\"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\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, okay. Okay, I'll drop you a message. Connect later.\", \"comment\": \"Agent did not secure a specific time for the next connection, leaving the next step vague.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to call back, acknowledge their request and then try to schedule a specific time, e.g., 'Sure, is tomorrow morning a better time to connect?'\", \"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 introduced themself and JSW One. The customer immediately stated they were busy and would call them back. The agent accepted this, said they would send a message, and ended the call. No business needs or requirements were discussed.\"}",
  "error": null,
  "latency_ms": 26328,
  "input_tokens": 2669,
  "output_tokens": 667,
  "created_at": "2026-09-25 12:00:57",
  "sentiment": "negative",
  "sentiment_score": -0.4,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.6,
  "agent_talk_sec": 5.7,
  "customer_talk_sec": 3.8,
  "dead_air_sec": 31.5,
  "longest_monologue_sec": 2.9,
  "agent_wpm": 252.6,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 24,
  "words_customer": 19,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178964147571",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.61,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178964147571",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.6,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178964147571",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.16,
      "end_s": 2.56,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178964147571",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 5.8,
      "text_en": "Uh yeah, good evening sir. Karthik this side from JSW One.",
      "text_native": "Uh yeah, good evening sir. Karthik this side from JSW One."
    },
    {
      "ucid": "34972178964147571",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 7.8,
      "text_en": "Sir, I'll give you a call back later.",
      "text_native": "Sir, I'll give you a call back later."
    },
    {
      "ucid": "34972178964147571",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.04,
      "end_s": 8.5,
      "text_en": "Sorry sir?",
      "text_native": "Sorry sir?"
    },
    {
      "ucid": "34972178964147571",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.8,
      "text_en": "I'll call you back sir. I'll call you back.",
      "text_native": "I'll call you back sir. I'll call you back."
    },
    {
      "ucid": "34972178964147571",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.9,
      "end_s": 11.8,
      "text_en": "Yeah, okay. Okay, I'll drop you a message. Connect later.",
      "text_native": "Yeah, okay. Okay, I'll drop you a message. Connect later."
    }
  ],
  "steps": [
    {
      "ucid": "34972178964147571",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh yeah, good evening sir. Karthik this side from JSW One.",
      "comment": "Agent successfully introduced themself and the company before the customer requested a callback."
    },
    {
      "ucid": "34972178964147571",
      "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": "34972178964147571",
      "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 customer requested a callback immediately."
    },
    {
      "ucid": "34972178964147571",
      "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": "34972178964147571",
      "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": "34972178964147571",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, okay. Okay, I'll drop you a message. Connect later.",
      "comment": "Agent did not secure a specific time for the next connection, leaving the next step vague."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}