{ "ucid": "21112178834452941", "call_date": "2026-09-02", "start_time": "2026-09-02 15:52:09", "end_time": "2026-09-02 15:56:17", "duration_sec": 248, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA437f22fa3d41ce802f87a414a555ff02.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1242, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834452941__DIA437f22fa3d41ce802f87a414a555ff02.mp3", "audio_bytes": 609336, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 203.112, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (ஹலோ?)\n[2s] AGENT: Hello. (ஹலோ)\n[4s] CUSTOMER: Hello? (ஹலோ?)\n[5s] AGENT: Hello sir, can you hear me, sir? (ஹலோ சார், கேக்குதாங்களா சார்?)\n[6s] CUSTOMER: Ah, I can hear, tell me. (ஆ கேக்குது சொல்லுங்க.)\n[7s] AGENT: Sir, is this Jayaguru Tech? (சார் இது ஜெயகுரு டெக் தானே?)\n[8s] CUSTOMER: Yes. (ஆமாங்க.)\n[9s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform, speaking from your Mumbai office. (சார் நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து உங்க மும்பை ஆபிஸ்ல இருந்து பேசுறேன்.)\n[12s] CUSTOMER: Tell me. (சொல்லுங்க.)\n[12s] AGENT: Sir, you... you had placed a registration here in the name of Jayaguru Tech, I'm calling to ask if there is any requirement for that. (சார் நீங்க நீங்க ஜெயகுரு டெக் பெயர்ல இங்க ஒரு ரெஜிஸ்ட்ரேஷன் போட்டுருந்தாங்களா, அதுக்கு ஏதாச்சு requirement இருக்கான்னு கேக்குறதுக்கு தான்.)\n[16s] CUSTOMER: Ah, there was a requirement, but no one responded to me, so I have now bought it from someone else. (ஆ requirement இருந்ததுங்க, யாரும் எனக்கு response பண்ணல, நான் அதனால இப்ப வேற ஒருத்தவங்க கிட்ட வாங்கிட்டேங்க.)\n[21s] AGENT: Oh no, why is that sir, now... just recently I have been appointed for the South region. (ஐயயோ, அது எதுக்குன்னா சார் இப்போ இப்போதான் ரீசண்டா ஒரு சவுத் ரீஜனுக்காக என்ன அப்பாயிண்ட் பண்ணி வச்சிருக்கேன்.)\n[24s] CUSTOMER: I called about the message, someone called, after that they didn't reply to me. I... from a local person... I just now took three tons. (நான் மெசேஜ் கூப்பிட்டேன், யாரோ கூப்பிட்டாங்க, அதுக்கு அப்புறம் எனக்கு ரிப்ளை பண்ணல. நான் லோக்கல் ஆள் ஏதாவது இருந்தா இப்ப தான் ஒரு மூணு டன் எடுத்தேனுங்க.)\n[29s] AGENT: Oh. (ஓ.)\n[30s] CUSTOMER: I took it using local people, actually. (லோக்கல் பீப்பிள் வச்சு எடுத்தேங்க நான் ஆக்சுவலி.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: The customer speaks quickly at times, but the audio is generally clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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": "When a customer says they've already bought due to our own service failure, acknowledge the mistake, apologize, and immediately pivot to understanding their next requirement to prove we can do better.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to follow up on a new registration. The customer stated they had a requirement but, due to a lack of response from JSW, had just purchased three tons from a local supplier. The agent expressed surprise but failed to recover the call, which ended without any discovery or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am Jeevan speaking, from the JSW One platform... you had placed a registration here in the name of Jayaguru Tech, I'm calling to ask if there is any requirement for that.\", \"comment\": \"The agent provided a polite introduction and stated the reason for the call clearly.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Sir, is this Jayaguru Tech?\", \"comment\": \"The agent only verified the company name before the customer derailed the conversation; no other profile questions were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the JSW One platform or its benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked about a requirement, they failed to schedule a specific callback for the next opportunity after learning the customer had just purchased.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a quote, a scheduled callback, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they've already bought due to our own service failure, acknowledge the mistake, apologize, and immediately pivot to understanding their next requirement to prove we can do better.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I have now bought it from someone else.\", \"response\": \"Oh no, why is that sir, now... just recently I have been appointed for the South region.\"}], \"call_summary\": \"The agent called to follow up on a new registration. The customer stated they had a requirement but, due to a lack of response from JSW, had just purchased three tons from a local supplier. The agent expressed surprise but failed to recover the call, which ended without any discovery or next steps.\"}", "error": null, "latency_ms": 38984, "input_tokens": 3189, "output_tokens": 802, "created_at": "2026-09-25 11:48:53", "sentiment": "negative", "sentiment_score": -0.22, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.516, "agent_talk_sec": 14.1, "customer_talk_sec": 13.2, "dead_air_sec": 220.7, "longest_monologue_sec": 4.0, "agent_wpm": 302.1, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 2, "words_agent": 71, "words_customer": 63, "monologue_heavy": 0, "turns": [ { "ucid": "21112178834452941", "idx": 0, "speaker": "customer", "start_s": 1.11, "end_s": 1.68, "text_en": "Hello?", "text_native": "ஹலோ?" }, { "ucid": "21112178834452941", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.6, "text_en": "Hello.", "text_native": "ஹலோ" }, { "ucid": "21112178834452941", "idx": 2, "speaker": "customer", "start_s": 3.6, "end_s": 4.0, "text_en": "Hello?", "text_native": "ஹலோ?" }, { "ucid": "21112178834452941", "idx": 3, "speaker": "agent", "start_s": 4.6, "end_s": 5.7, "text_en": "Hello sir, can you hear me, sir?", "text_native": "ஹலோ சார், கேக்குதாங்களா சார்?" }, { "ucid": "21112178834452941", "idx": 4, "speaker": "customer", "start_s": 5.7, "end_s": 6.4, "text_en": "Ah, I can hear, tell me.", "text_native": "ஆ கேக்குது சொல்லுங்க." }, { "ucid": "21112178834452941", "idx": 5, "speaker": "agent", "start_s": 6.6, "end_s": 7.9, "text_en": "Sir, is this Jayaguru Tech?", "text_native": "சார் இது ஜெயகுரு டெக் தானே?" }, { "ucid": "21112178834452941", "idx": 6, "speaker": "customer", "start_s": 8.0, "end_s": 8.5, "text_en": "Yes.", "text_native": "ஆமாங்க." }, { "ucid": "21112178834452941", "idx": 7, "speaker": "agent", "start_s": 8.6, "end_s": 12.0, "text_en": "Sir, I am Jeevan speaking, from the JSW One platform, speaking from your Mumbai office.", "text_native": "சார் நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து உங்க மும்பை ஆபிஸ்ல இருந்து பேசுறேன்." }, { "ucid": "21112178834452941", "idx": 8, "speaker": "customer", "start_s": 12.0, "end_s": 12.5, "text_en": "Tell me.", "text_native": "சொல்லுங்க." }, { "ucid": "21112178834452941", "idx": 9, "speaker": "agent", "start_s": 12.5, "end_s": 16.5, "text_en": "Sir, you... you had placed a registration here in the name of Jayaguru Tech, I'm calling to ask if there is any requirement for that.", "text_native": "சார் நீங்க நீங்க ஜெயகுரு டெக் பெயர்ல இங்க ஒரு ரெஜிஸ்ட்ரேஷன் போட்டுருந்தாங்களா, அதுக்கு ஏதாச்சு requirement இருக்கான்னு கேக்குறதுக்கு தான்." }, { "ucid": "21112178834452941", "idx": 10, "speaker": "customer", "start_s": 16.5, "end_s": 20.5, "text_en": "Ah, there was a requirement, but no one responded to me, so I have now bought it from someone else.", "text_native": "ஆ requirement இருந்ததுங்க, யாரும் எனக்கு response பண்ணல, நான் அதனால இப்ப வேற ஒருத்தவங்க கிட்ட வாங்கிட்டேங்க." }, { "ucid": "21112178834452941", "idx": 11, "speaker": "agent", "start_s": 20.8, "end_s": 24.2, "text_en": "Oh no, why is that sir, now... just recently I have been appointed for the South region.", "text_native": "ஐயயோ, அது எதுக்குன்னா சார் இப்போ இப்போதான் ரீசண்டா ஒரு சவுத் ரீஜனுக்காக என்ன அப்பாயிண்ட் பண்ணி வச்சிருக்கேன்." }, { "ucid": "21112178834452941", "idx": 12, "speaker": "customer", "start_s": 24.2, "end_s": 29.0, "text_en": "I called about the message, someone called, after that they didn't reply to me. I... from a local person... I just now took three tons.", "text_native": "நான் மெசேஜ் கூப்பிட்டேன், யாரோ கூப்பிட்டாங்க, அதுக்கு அப்புறம் எனக்கு ரிப்ளை பண்ணல. நான் லோக்கல் ஆள் ஏதாவது இருந்தா இப்ப தான் ஒரு மூணு டன் எடுத்தேனுங்க." }, { "ucid": "21112178834452941", "idx": 13, "speaker": "agent", "start_s": 29.3, "end_s": 29.6, "text_en": "Oh.", "text_native": "ஓ." }, { "ucid": "21112178834452941", "idx": 14, "speaker": "customer", "start_s": 29.6, "end_s": 31.3, "text_en": "I took it using local people, actually.", "text_native": "லோக்கல் பீப்பிள் வச்சு எடுத்தேங்க நான் ஆக்சுவலி." } ], "steps": [ { "ucid": "21112178834452941", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I am Jeevan speaking, from the JSW One platform... you had placed a registration here in the name of Jayaguru Tech, I'm calling to ask if there is any requirement for that.", "comment": "The agent provided a polite introduction and stated the reason for the call clearly." }, { "ucid": "21112178834452941", "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 Jayaguru Tech?", "comment": "The agent only verified the company name before the customer derailed the conversation; no other profile questions were asked." }, { "ucid": "21112178834452941", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before any discovery questions could be asked." }, { "ucid": "21112178834452941", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain the JSW One platform or its benefits." }, { "ucid": "21112178834452941", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the agent asked about a requirement, they failed to schedule a specific callback for the next opportunity after learning the customer had just purchased." }, { "ucid": "21112178834452941", "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 without a quote, a scheduled callback, or a platform walkthrough." } ], "objections": [ { "ucid": "21112178834452941", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I have now bought it from someone else.", "response": "Oh no, why is that sir, now... just recently I have been appointed for the South region." } ], "missed_steps": [ "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": [] }