{
  "ucid": "21112178834278451",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 15:23:04",
  "end_time": "2026-09-02 15:24:35",
  "duration_sec": 91,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0e59b09d2a5a7eacae6e64b3c75d1a06.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1253,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834278451__DIA0e59b09d2a5a7eacae6e64b3c75d1a06.mp3",
  "audio_bytes": 165672,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 55.224,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.\n[7s] CUSTOMER: Tell me.   (சொல்லுங்க.)\n[8s] AGENT: Sir, is this Selva Prabhu sir speaking?   (சார், இது செல்வ பிரபு சார் பேசுறாங்களா?)\n[10s] CUSTOMER: Tell me.   (சொல்லுங்க.)\n[11s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform. Sir, you had placed an enquiry, right? In the name of Shiva Blue Metals. Do you have any requirement for CR, HR sheet or coil, sir?   (சார், நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து. சார், நீங்க என்குயரி போட்டுட்டாங்களே, இந்த சிவா ப்ளூ மெட்டல்ஸ் பேர்ல. ஏதாவது CR, HR ஷீட்டா, காயில்க்கு ரெகுயர்மென்ட் இருக்கா சார்?)\n[20s] CUSTOMER: No, which which bank do I have?   (இல்ல, எனக்கு எந்த எந்த பேங்க் இருக்கு என்கிட்ட?)\n[23s] AGENT: What sir? I couldn't hear.   (என்ன சார்? கேக்கல.)\n[24s] CUSTOMER: No, I don't understand. I don't understand what you are saying. What is it?   (இல்ல, புரியல. நீங்க சொல்றது எனக்கு புரியல. என்னது?)\n[27s] AGENT: No, you... I am speaking from the JSW One platform. So you, on this JSW One platform, our B2B e-commerce platform, in the name of Selva Prabhu, for Shiva Blue Metals, placed some enquiry. It's not clearly mentioned what that enquiry is. Is it HR sheet, coil, or else something else...   (இல்ல, நீங்க நான் வந்து JSW One பிளாட்பார்ம்ல இருந்து பேசுறேன். அப்போ நீங்க இந்த JSW One பிளாட்பார்ம், நம்ம B2B இ-காமர்ஸ் பிளாட்பார்ம்ல நீங்க செல்வ பிரபு பேர்ல, சிவா ப்ளூ மெட்டல்ஸ்ல ஏதோ என்குயரி போட்டேன். அது என்ன என்குயரின்னு கிளியரா சொல்லல இதுல. HR ஷீட்டா, காயிலா, இல்லாட்டி வேற...)",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The customer initially misunderstands the agent's introduction.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 turns, clean transcript (0% inaudible)",
  "band_language": "Tamil",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "For a 'new registration' call, you must welcome the customer to the platform and explain its purpose, not invent an enquiry, which caused immediate confusion and lost the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "Customer company name 'Shiva Blue Metals' suggests they deal in construction aggregates ('blue metal'), not the steel products offered.",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a new registrant but opened by referencing a non-existent enquiry, which confused the customer. The customer's company, 'Shiva Blue Metals', likely deals in construction aggregates, not steel. The customer stated they did not understand the call's purpose, and the conversation ended without any discovery or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened by referencing a fabricated enquiry ('you had placed an enquiry, right?'), which is incorrect for a new registration call and immediately confused the customer.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Sir, is this Selva Prabhu sir speaking? ... In the name of Shiva Blue Metals.\", \"comment\": \"The agent only confirmed the customer's name and company; the call ended due to confusion before any other profile questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer was confused by the call's premise and the conversation did not progress.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am speaking from the JSW One platform. So you, on this JSW One platform, our B2B e-commerce platform...\", \"comment\": \"The agent mentioned the platform's name while trying to re-explain the call's purpose, but did not educate the customer on its value or benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for CR, HR sheet or coil, sir?\", \"comment\": \"The agent asked about a requirement, but the customer was too confused to respond, so no opportunity was identified.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly due to a communication breakdown, with no next steps or closure attempted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For a 'new registration' call, you must welcome the customer to the platform and explain its purpose, not invent an enquiry, which caused immediate confusion and lost the call.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Customer company name 'Shiva Blue Metals' suggests they deal in construction aggregates ('blue metal'), not the steel products offered.\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a new registrant but opened by referencing a non-existent enquiry, which confused the customer. The customer's company, 'Shiva Blue Metals', likely deals in construction aggregates, not steel. The customer stated they did not understand the call's purpose, and the conversation ended without any discovery or next steps.\"}",
  "error": null,
  "latency_ms": 31756,
  "input_tokens": 3104,
  "output_tokens": 817,
  "created_at": "2026-09-25 11:49:17",
  "sentiment": "negative",
  "sentiment_score": -0.429,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 5,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.791,
  "agent_talk_sec": 22.3,
  "customer_talk_sec": 5.9,
  "dead_air_sec": 62.8,
  "longest_monologue_sec": 11.3,
  "agent_wpm": 269.1,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 4,
  "words_agent": 100,
  "words_customer": 26,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178834278451",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.4,
      "end_s": 5.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178834278451",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.0,
      "text_en": "Tell me.",
      "text_native": "சொல்லுங்க."
    },
    {
      "ucid": "21112178834278451",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.5,
      "end_s": 9.2,
      "text_en": "Sir, is this Selva Prabhu sir speaking?",
      "text_native": "சார், இது செல்வ பிரபு சார் பேசுறாங்களா?"
    },
    {
      "ucid": "21112178834278451",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 10.2,
      "text_en": "Tell me.",
      "text_native": "சொல்லுங்க."
    },
    {
      "ucid": "21112178834278451",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 18.9,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform. Sir, you had placed an enquiry, right? In the name of Shiva Blue Metals. Do you have any requirement for CR, HR sheet or coil, sir?",
      "text_native": "சார், நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து. சார், நீங்க என்குயரி போட்டுட்டாங்களே, இந்த சிவா ப்ளூ மெட்டல்ஸ் பேர்ல. ஏதாவது CR, HR ஷீட்டா, காயில்க்கு ரெகுயர்மென்ட் இருக்கா சார்?"
    },
    {
      "ucid": "21112178834278451",
      "idx": 5,
      "speaker": "customer",
      "start_s": 19.6,
      "end_s": 22.0,
      "text_en": "No, which which bank do I have?",
      "text_native": "இல்ல, எனக்கு எந்த எந்த பேங்க் இருக்கு என்கிட்ட?"
    },
    {
      "ucid": "21112178834278451",
      "idx": 6,
      "speaker": "agent",
      "start_s": 22.6,
      "end_s": 23.6,
      "text_en": "What sir? I couldn't hear.",
      "text_native": "என்ன சார்? கேக்கல."
    },
    {
      "ucid": "21112178834278451",
      "idx": 7,
      "speaker": "customer",
      "start_s": 24.1,
      "end_s": 26.2,
      "text_en": "No, I don't understand. I don't understand what you are saying. What is it?",
      "text_native": "இல்ல, புரியல. நீங்க சொல்றது எனக்கு புரியல. என்னது?"
    },
    {
      "ucid": "21112178834278451",
      "idx": 8,
      "speaker": "agent",
      "start_s": 26.7,
      "end_s": 38.0,
      "text_en": "No, you... I am speaking from the JSW One platform. So you, on this JSW One platform, our B2B e-commerce platform, in the name of Selva Prabhu, for Shiva Blue Metals, placed some enquiry. It's not clearly mentioned what that enquiry is. Is it HR sheet, coil, or else something else...",
      "text_native": "இல்ல, நீங்க நான் வந்து JSW One பிளாட்பார்ம்ல இருந்து பேசுறேன். அப்போ நீங்க இந்த JSW One பிளாட்பார்ம், நம்ம B2B இ-காமர்ஸ் பிளாட்பார்ம்ல நீங்க செல்வ பிரபு பேர்ல, சிவா ப்ளூ மெட்டல்ஸ்ல ஏதோ என்குயரி போட்டேன். அது என்ன என்குயரின்னு கிளியரா சொல்லல இதுல. HR ஷீட்டா, காயிலா, இல்லாட்டி வேற..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834278451",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent opened by referencing a fabricated enquiry ('you had placed an enquiry, right?'), which is incorrect for a new registration call and immediately confused the customer."
    },
    {
      "ucid": "21112178834278451",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Sir, is this Selva Prabhu sir speaking? ... In the name of Shiva Blue Metals.",
      "comment": "The agent only confirmed the customer's name and company; the call ended due to confusion before any other profile questions could be asked."
    },
    {
      "ucid": "21112178834278451",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer was confused by the call's premise and the conversation did not progress."
    },
    {
      "ucid": "21112178834278451",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am speaking from the JSW One platform. So you, on this JSW One platform, our B2B e-commerce platform...",
      "comment": "The agent mentioned the platform's name while trying to re-explain the call's purpose, but did not educate the customer on its value or benefits."
    },
    {
      "ucid": "21112178834278451",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for CR, HR sheet or coil, sir?",
      "comment": "The agent asked about a requirement, but the customer was too confused to respond, so no opportunity was identified."
    },
    {
      "ucid": "21112178834278451",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly due to a communication breakdown, with no next steps or closure attempted."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}