{
  "ucid": "21112178834514011",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:02:20",
  "end_time": "2026-09-02 16:03:54",
  "duration_sec": 94,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Call_back_later",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA568a1b5c4a3d778c3dbd628b267f00c0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1236,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834514011__DIA568a1b5c4a3d778c3dbd628b267f00c0.mp3",
  "audio_bytes": 188568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 62.856,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (ஹலோ.)\n[1s] CUSTOMER: Tell me.   (சொல்லுங்க.)\n[2s] AGENT: Sir, I am Jeevan speaking from the JSW One platform, from the Mumbai office. Is there any steel sheet requirement, HR, CR?   (சார் நான் ஜீவன் பேசுறேன் JSW One platform ல இருந்து மும்பை ஆபிஸ்ல. ஏதாவது steel sheet requirement இருக்கா HR CR?)\n[9s] CUSTOMER: No sir. [inaudible] They have gone for lunch time now. The staff will come only at five o'clock.   (இல்ல சார். [inaudible] இப்ப lunch time போயிருக்காங்க. staff வந்து five o'clock தான் வருவாங்க.)\n[13s] AGENT: Sir, sir, excuse me sir, sir your voice is very low.   (சார் சார் excuse me sir, sir உங்க voice ரொம்ப கம்மியா கேக்குது.)\n[18s] CUSTOMER: Sir, that staff, the staff who attends the calls will come only at five o'clock. Now it's lunch time. So after they come at five o'clock, shall I ask them to contact this number, sir?   (சார் அந்த staff வந்து அந்த calls attend பண்ற staff வந்து five o'clock தான் வருவாங்க. இப்ப lunch time. சோ five o'clock வந்தவுடனே நான் இந்த call இந்த நம்பர்க்கு contact பண்ண சொல்லட்டுமா சார்?)\n[24s] AGENT: No, he won't be available on this number. Ma'am, this 7598836766 is your WhatsApp number, right?   (இல்ல இந்த நம்பர்ல கிடைக்க மாட்டாரு. மேம் இது 7598836766 உங்க WhatsApp நம்பர் தானே?)\n[30s] CUSTOMER: Oh yes sir, yes sir. Ah.   (ஓ yes sir, yes sir. ஆ.)\n[32s] AGENT: Then I'll send a message, I'll send a WhatsApp message to that number. I'll send all the details. Call on that number, sir.   (அப்ப நான் அந்த message அந்த நம்பர்க்கு ஒரு WhatsApp message போட்டு வைக்கிறேன். details எல்லாம் அனுப்பி வைக்கிறேன். அந்த நம்பர்ல call பண்ணுங்க சார்.)\n[38s] CUSTOMER: Okay sir, okay.\n[39s] AGENT: Okay, okay, thank you.\n[40s] CUSTOMER: Thank you. Okay.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "partial: The customer's voice is very muffled during one turn, but becomes clear later in the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (8% 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 offers a specific callback time like 'five o'clock', accept it and schedule it instead of putting the responsibility back on them to call you.",
  "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 JSW One and asked about steel requirements. The customer stated the relevant staff member was at lunch and would return at 5 PM, offering to arrange a callback. The agent did not schedule this, instead stating he would send details via WhatsApp and asking the customer to initiate the next contact.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am Jeevan speaking from the JSW One platform, from the Mumbai office.\", \"comment\": \"The agent provided a standard, professional opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Ma'am, this 7598836766 is your WhatsApp number, right?\", \"comment\": \"Agent only verified the contact number, failing to ask for name/company, city, or procurement role.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted after the customer stated the relevant person was unavailable.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any platform benefits, only promising to send details via WhatsApp.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer offered a specific time for a callback ('five o'clock'), but the agent did not schedule it.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended by placing the onus on the customer to call back, which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer offers a specific callback time like 'five o'clock', accept it and schedule it instead of putting the responsibility back on them to call you.\", \"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 JSW One and asked about steel requirements. The customer stated the relevant staff member was at lunch and would return at 5 PM, offering to arrange a callback. The agent did not schedule this, instead stating he would send details via WhatsApp and asking the customer to initiate the next contact.\"}",
  "error": null,
  "latency_ms": 31176,
  "input_tokens": 3145,
  "output_tokens": 717,
  "created_at": "2026-09-25 11:48:30",
  "sentiment": "positive",
  "sentiment_score": 0.527,
  "sentiment_confidence": "high",
  "pos": 11,
  "neg": 0,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.6,
  "agent_talk_sec": 23.7,
  "customer_talk_sec": 15.8,
  "dead_air_sec": 54.5,
  "longest_monologue_sec": 6.4,
  "agent_wpm": 192.4,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 76,
  "words_customer": 68,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834514011",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.87,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178834514011",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.61,
      "text_en": "Tell me.",
      "text_native": "சொல்லுங்க."
    },
    {
      "ucid": "21112178834514011",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.97,
      "end_s": 8.41,
      "text_en": "Sir, I am Jeevan speaking from the JSW One platform, from the Mumbai office. Is there any steel sheet requirement, HR, CR?",
      "text_native": "சார் நான் ஜீவன் பேசுறேன் JSW One platform ல இருந்து மும்பை ஆபிஸ்ல. ஏதாவது steel sheet requirement இருக்கா HR CR?"
    },
    {
      "ucid": "21112178834514011",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 13.48,
      "text_en": "No sir. [inaudible] They have gone for lunch time now. The staff will come only at five o'clock.",
      "text_native": "இல்ல சார். [inaudible] இப்ப lunch time போயிருக்காங்க. staff வந்து five o'clock தான் வருவாங்க."
    },
    {
      "ucid": "21112178834514011",
      "idx": 4,
      "speaker": "agent",
      "start_s": 13.48,
      "end_s": 17.48,
      "text_en": "Sir, sir, excuse me sir, sir your voice is very low.",
      "text_native": "சார் சார் excuse me sir, sir உங்க voice ரொம்ப கம்மியா கேக்குது."
    },
    {
      "ucid": "21112178834514011",
      "idx": 5,
      "speaker": "customer",
      "start_s": 17.86,
      "end_s": 23.86,
      "text_en": "Sir, that staff, the staff who attends the calls will come only at five o'clock. Now it's lunch time. So after they come at five o'clock, shall I ask them to contact this number, sir?",
      "text_native": "சார் அந்த staff வந்து அந்த calls attend பண்ற staff வந்து five o'clock தான் வருவாங்க. இப்ப lunch time. சோ five o'clock வந்தவுடனே நான் இந்த call இந்த நம்பர்க்கு contact பண்ண சொல்லட்டுமா சார்?"
    },
    {
      "ucid": "21112178834514011",
      "idx": 6,
      "speaker": "agent",
      "start_s": 23.86,
      "end_s": 29.99,
      "text_en": "No, he won't be available on this number. Ma'am, this 7598836766 is your WhatsApp number, right?",
      "text_native": "இல்ல இந்த நம்பர்ல கிடைக்க மாட்டாரு. மேம் இது 7598836766 உங்க WhatsApp நம்பர் தானே?"
    },
    {
      "ucid": "21112178834514011",
      "idx": 7,
      "speaker": "customer",
      "start_s": 30.15,
      "end_s": 31.78,
      "text_en": "Oh yes sir, yes sir. Ah.",
      "text_native": "ஓ yes sir, yes sir. ஆ."
    },
    {
      "ucid": "21112178834514011",
      "idx": 8,
      "speaker": "agent",
      "start_s": 31.78,
      "end_s": 37.48,
      "text_en": "Then I'll send a message, I'll send a WhatsApp message to that number. I'll send all the details. Call on that number, sir.",
      "text_native": "அப்ப நான் அந்த message அந்த நம்பர்க்கு ஒரு WhatsApp message போட்டு வைக்கிறேன். details எல்லாம் அனுப்பி வைக்கிறேன். அந்த நம்பர்ல call பண்ணுங்க சார்."
    },
    {
      "ucid": "21112178834514011",
      "idx": 9,
      "speaker": "customer",
      "start_s": 37.6,
      "end_s": 38.54,
      "text_en": "Okay sir, okay.",
      "text_native": "Okay sir, okay."
    },
    {
      "ucid": "21112178834514011",
      "idx": 10,
      "speaker": "agent",
      "start_s": 38.54,
      "end_s": 39.99,
      "text_en": "Okay, okay, thank you.",
      "text_native": "Okay, okay, thank you."
    },
    {
      "ucid": "21112178834514011",
      "idx": 11,
      "speaker": "customer",
      "start_s": 40.08,
      "end_s": 41.2,
      "text_en": "Thank you. Okay.",
      "text_native": "Thank you. Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834514011",
      "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, from the Mumbai office.",
      "comment": "The agent provided a standard, professional opening."
    },
    {
      "ucid": "21112178834514011",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Ma'am, this 7598836766 is your WhatsApp number, right?",
      "comment": "Agent only verified the contact number, failing to ask for name/company, city, or procurement role."
    },
    {
      "ucid": "21112178834514011",
      "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 attempted after the customer stated the relevant person was unavailable."
    },
    {
      "ucid": "21112178834514011",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain any platform benefits, only promising to send details via WhatsApp."
    },
    {
      "ucid": "21112178834514011",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer offered a specific time for a callback ('five o'clock'), but the agent did not schedule it."
    },
    {
      "ucid": "21112178834514011",
      "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 by placing the onus on the customer to call back, which is not one of the three required closure outcomes."
    }
  ],
  "objections": [],
  "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": []
}