{
  "ucid": "21112178835060552",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:33:25",
  "end_time": "2026-09-02 17:35:30",
  "duration_sec": 125,
  "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/DIAabd897c021a98f07b6b24a9c32d19d9e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1186,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178835060552__DIAabd897c021a98f07b6b24a9c32d19d9e.mp3",
  "audio_bytes": 305640,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 101.88,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (ஹலோ)\n[2s] AGENT: Hello sir, I am Jeevan speaking from the JSW One platform.   (ஹலோ சார், நான் ஜீவன் பேசுறேன் JSW One ப்ளாட்ஃபார்ம்ல இருந்து.)\n[5s] CUSTOMER: Okay.\n[6s] AGENT: Sir, is there any steel requirement? Steel HR, CR, coil, sheet, anything?   (சார், ஏதாவது ஸ்டீல் requirement இருக்கா? ஸ்டீல் HR, CR, coil-ஆ, sheet-ஆ, ஏதாவது?)\n[10s] CUSTOMER: There is, there is. Ah, no no, we have put this, a retail shop.   (இருக்கு இருக்கு. ஆ, இல்ல இல்ல, நாங்க வந்து இது போட்டுருக்கோம், ரீடெயில் ஷாப்.)\n[14s] AGENT: Okay.\n[14s] CUSTOMER: That is still being set up. Once that is finished, we will buy... What what discount do you give? For dealers? Or what kind of thing is this? Is it only business to business? Or do you give to dealers also?   (அது இன்னும் setup போயிட்டு இருக்குது. அது முடிஞ்ச உடனே வாங்க... நீங்க என்ன என்ன எவ்வளவு discount தரீங்க நீங்க? டீலர் டீலருக்கா? இல்ல என்ன மாதிரியான இது? Business to business மட்டுமா? இல்ல டீலருக்கும் குடுக்குறீங்களா?)\n[22s] AGENT: Ah, we do business to business sir, we also do dealer business. But as you asked, regarding the discount, we will give it at the market price. But for HR HR sheet coil, you will get a little more discount.   (ஆ, business to business-ம் பண்ணுவோம் சார், நம்ம டீலர் business-ம் பண்ணுவோம். ஆனா நீங்க கேட்ட மாதிரி அந்த discount-னா இப்ப market price-ல நம்ம கொடுப்போம். ஆனா HR HR sheet coil-க்கு வந்து கொஞ்சம் discount கிடைக்கும் ஜாஸ்தி.)\n[29s] CUSTOMER: Okay.\n[30s] AGENT: That's how it is. Other things like PPGL, GI will be a bit pricey. And also, not just that, now for the primary brand it will be more, but for the secondary brand it will be less, that's how it is.   (அப்படிதான். வேற PPGL, GI எல்லாம் கொஞ்சம் pricey-யா இருக்கும். And also, அது மட்டும் இல்ல, இப்போ primary brand-க்கு ஜாஸ்தி ஆயிடும், ஆனா secondary brand-க்கு கம்மி ஆயிடும், அப்படிதான்.)\n[35s] CUSTOMER: Okay. So if we buy from you and sell in retail, there won't be a profit, there won't be any margin, right?   (Okay. சோ உங்ககிட்ட வாங்கி நாங்க ரீடெயில்ல வித்தா profit இருக்காது, எதுவும் margin இருக்காது இல்லையா?)\n[39s] AGENT: Ah, yes yes, that's how it is.   (ஆ, ஆமா ஆமா, அப்படிதான்.)\n[41s] CUSTOMER: Okay. Okay.\n[42s] CUSTOMER: Alright okay. We... it's okay sir... do you give something like a dealership? I asked to know if it's like that. But it said B2B, it said MSME, right? So for that... B2B MSME, that's how it is.   (சரி ஓகே. நாங்க... பரவால்ல சார்... dealership மாதிரி ஏதாவது குடுக்குறீங்களா? அந்த மாதிரி இருக்கா என்னன்னு தெரியும் கேட்டேன். ஆனா B2B-ன்னு இருந்துச்சு, MSME-ன்னுலாம் இருந்துச்சா? சரி அதுக்கு தான்... B2B MSME அப்படிதான்.)\n[48s] AGENT: Okay okay.\n[49s] CUSTOMER: Alright okay. Then we... I'll look for someone like distributors. Okay.   (சரி ஓகே. அப்போ நாங்க... distributors மாதிரி யாராவது பாத்துக்கிறேன். ஓகே.)\n[52s] AGENT: Okay sir. Thank you.\n[53s] CUSTOMER: Okay.\n[54s] AGENT: Okay sir, thank you.\n[55s] CUSTOMER: Okay.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: The call ends with a slightly repetitive and awkward closing sequence.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": "When a trader asks about resale margins, never agree they can't make a profit; instead, explain our all-inclusive landed cost and how it provides pricing clarity for their business.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, who is setting up a new retail shop, inquired about the business model and discounts for dealers. The agent failed to conduct discovery and incorrectly confirmed the customer's concern that they would be unable to make a profit, causing the customer to decide to seek out traditional distributors instead. The call ended without any follow-up action.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any steel requirement? Steel HR, CR, coil, sheet, anything?\", \"comment\": \"The agent immediately asked about requirements instead of providing a warm welcome or positioning as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No basic profile verification questions were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the customer volunteered their business type but the agent did not probe further.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform's value proposition (transparent pricing, TC, stock availability) was not explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the customer stated their requirement was for the future, the agent did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir. Thank you.\", \"comment\": \"The call was ended without securing a quote, a specific callback, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a trader asks about resale margins, never agree they can't make a profit; instead, explain our all-inclusive landed cost and how it provides pricing clarity for their business.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"So if we buy from you and sell in retail, there won't be a profit, there won't be any margin, right?\", \"response\": \"Ah, yes yes, that's how it is.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Then we... I'll look for someone like distributors. Okay.\", \"response\": \"Okay sir. Thank you.\"}], \"call_summary\": \"The customer, who is setting up a new retail shop, inquired about the business model and discounts for dealers. The agent failed to conduct discovery and incorrectly confirmed the customer's concern that they would be unable to make a profit, causing the customer to decide to seek out traditional distributors instead. The call ended without any follow-up action.\"}",
  "error": null,
  "latency_ms": 35000,
  "input_tokens": 3526,
  "output_tokens": 851,
  "created_at": "2026-09-25 11:46:12",
  "sentiment": "positive",
  "sentiment_score": 0.3,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 20,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.466,
  "agent_talk_sec": 23.0,
  "customer_talk_sec": 26.4,
  "dead_air_sec": 75.6,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 318.3,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 11,
  "discovery_qs": 2,
  "words_agent": 122,
  "words_customer": 133,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178835060552",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.33,
      "end_s": 0.88,
      "text_en": "Hello",
      "text_native": "ஹலோ"
    },
    {
      "ucid": "21112178835060552",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.73,
      "end_s": 4.6,
      "text_en": "Hello sir, I am Jeevan speaking from the JSW One platform.",
      "text_native": "ஹலோ சார், நான் ஜீவன் பேசுறேன் JSW One ப்ளாட்ஃபார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178835060552",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.9,
      "end_s": 5.33,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178835060552",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.63,
      "end_s": 9.3,
      "text_en": "Sir, is there any steel requirement? Steel HR, CR, coil, sheet, anything?",
      "text_native": "சார், ஏதாவது ஸ்டீல் requirement இருக்கா? ஸ்டீல் HR, CR, coil-ஆ, sheet-ஆ, ஏதாவது?"
    },
    {
      "ucid": "21112178835060552",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.8,
      "end_s": 13.21,
      "text_en": "There is, there is. Ah, no no, we have put this, a retail shop.",
      "text_native": "இருக்கு இருக்கு. ஆ, இல்ல இல்ல, நாங்க வந்து இது போட்டுருக்கோம், ரீடெயில் ஷாப்."
    },
    {
      "ucid": "21112178835060552",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.81,
      "end_s": 14.21,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178835060552",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 21.5,
      "text_en": "That is still being set up. Once that is finished, we will buy... What what discount do you give? For dealers? Or what kind of thing is this? Is it only business to business? Or do you give to dealers also?",
      "text_native": "அது இன்னும் setup போயிட்டு இருக்குது. அது முடிஞ்ச உடனே வாங்க... நீங்க என்ன என்ன எவ்வளவு discount தரீங்க நீங்க? டீலர் டீலருக்கா? இல்ல என்ன மாதிரியான இது? Business to business மட்டுமா? இல்ல டீலருக்கும் குடுக்குறீங்களா?"
    },
    {
      "ucid": "21112178835060552",
      "idx": 7,
      "speaker": "agent",
      "start_s": 21.8,
      "end_s": 29.1,
      "text_en": "Ah, we do business to business sir, we also do dealer business. But as you asked, regarding the discount, we will give it at the market price. But for HR HR sheet coil, you will get a little more discount.",
      "text_native": "ஆ, business to business-ம் பண்ணுவோம் சார், நம்ம டீலர் business-ம் பண்ணுவோம். ஆனா நீங்க கேட்ட மாதிரி அந்த discount-னா இப்ப market price-ல நம்ம கொடுப்போம். ஆனா HR HR sheet coil-க்கு வந்து கொஞ்சம் discount கிடைக்கும் ஜாஸ்தி."
    },
    {
      "ucid": "21112178835060552",
      "idx": 8,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 29.7,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178835060552",
      "idx": 9,
      "speaker": "agent",
      "start_s": 29.9,
      "end_s": 35.1,
      "text_en": "That's how it is. Other things like PPGL, GI will be a bit pricey. And also, not just that, now for the primary brand it will be more, but for the secondary brand it will be less, that's how it is.",
      "text_native": "அப்படிதான். வேற PPGL, GI எல்லாம் கொஞ்சம் pricey-யா இருக்கும். And also, அது மட்டும் இல்ல, இப்போ primary brand-க்கு ஜாஸ்தி ஆயிடும், ஆனா secondary brand-க்கு கம்மி ஆயிடும், அப்படிதான்."
    },
    {
      "ucid": "21112178835060552",
      "idx": 10,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 39.1,
      "text_en": "Okay. So if we buy from you and sell in retail, there won't be a profit, there won't be any margin, right?",
      "text_native": "Okay. சோ உங்ககிட்ட வாங்கி நாங்க ரீடெயில்ல வித்தா profit இருக்காது, எதுவும் margin இருக்காது இல்லையா?"
    },
    {
      "ucid": "21112178835060552",
      "idx": 11,
      "speaker": "agent",
      "start_s": 39.2,
      "end_s": 40.3,
      "text_en": "Ah, yes yes, that's how it is.",
      "text_native": "ஆ, ஆமா ஆமா, அப்படிதான்."
    },
    {
      "ucid": "21112178835060552",
      "idx": 12,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 41.2,
      "text_en": "Okay. Okay.",
      "text_native": "Okay. Okay."
    },
    {
      "ucid": "21112178835060552",
      "idx": 13,
      "speaker": "customer",
      "start_s": 41.5,
      "end_s": 48.2,
      "text_en": "Alright okay. We... it's okay sir... do you give something like a dealership? I asked to know if it's like that. But it said B2B, it said MSME, right? So for that... B2B MSME, that's how it is.",
      "text_native": "சரி ஓகே. நாங்க... பரவால்ல சார்... dealership மாதிரி ஏதாவது குடுக்குறீங்களா? அந்த மாதிரி இருக்கா என்னன்னு தெரியும் கேட்டேன். ஆனா B2B-ன்னு இருந்துச்சு, MSME-ன்னுலாம் இருந்துச்சா? சரி அதுக்கு தான்... B2B MSME அப்படிதான்."
    },
    {
      "ucid": "21112178835060552",
      "idx": 14,
      "speaker": "agent",
      "start_s": 48.3,
      "end_s": 48.8,
      "text_en": "Okay okay.",
      "text_native": "Okay okay."
    },
    {
      "ucid": "21112178835060552",
      "idx": 15,
      "speaker": "customer",
      "start_s": 49.0,
      "end_s": 51.5,
      "text_en": "Alright okay. Then we... I'll look for someone like distributors. Okay.",
      "text_native": "சரி ஓகே. அப்போ நாங்க... distributors மாதிரி யாராவது பாத்துக்கிறேன். ஓகே."
    },
    {
      "ucid": "21112178835060552",
      "idx": 16,
      "speaker": "agent",
      "start_s": 51.8,
      "end_s": 52.8,
      "text_en": "Okay sir. Thank you.",
      "text_native": "Okay sir. Thank you."
    },
    {
      "ucid": "21112178835060552",
      "idx": 17,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 53.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178835060552",
      "idx": 18,
      "speaker": "agent",
      "start_s": 53.5,
      "end_s": 54.5,
      "text_en": "Okay sir, thank you.",
      "text_native": "Okay sir, thank you."
    },
    {
      "ucid": "21112178835060552",
      "idx": 19,
      "speaker": "customer",
      "start_s": 54.8,
      "end_s": 55.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178835060552",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, is there any steel requirement? Steel HR, CR, coil, sheet, anything?",
      "comment": "The agent immediately asked about requirements instead of providing a warm welcome or positioning as a helper."
    },
    {
      "ucid": "21112178835060552",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No basic profile verification questions were asked."
    },
    {
      "ucid": "21112178835060552",
      "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; the customer volunteered their business type but the agent did not probe further."
    },
    {
      "ucid": "21112178835060552",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform's value proposition (transparent pricing, TC, stock availability) was not explained."
    },
    {
      "ucid": "21112178835060552",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the customer stated their requirement was for the future, the agent did not schedule a specific callback date."
    },
    {
      "ucid": "21112178835060552",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir. Thank you.",
      "comment": "The call was ended without securing a quote, a specific callback, or a platform walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178835060552",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "So if we buy from you and sell in retail, there won't be a profit, there won't be any margin, right?",
      "response": "Ah, yes yes, that's how it is."
    },
    {
      "ucid": "21112178835060552",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Then we... I'll look for someone like distributors. Okay.",
      "response": "Okay sir. Thank you."
    }
  ],
  "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": []
}