{ "ucid": "21112178841557911", "call_date": "2026-09-03", "start_time": "2026-09-03 11:36:19", "end_time": "2026-09-03 11:38:01", "duration_sec": 102, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA177276e05d8296c88019d4fc48cf510a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1133, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841557911__DIA177276e05d8296c88019d4fc48cf510a.mp3", "audio_bytes": 239112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 79.704, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (ஹலோ.)\n[6s] AGENT: Hello, greetings sir. Can you hear me, sir? (ஹலோ, வணக்கம் சார். கேக்குதா சார்?)\n[7s] CUSTOMER: Greetings sir, I can hear you, sir. (வணக்கம் சார், கேக்குது சார்.)\n[9s] AGENT: Sir, I'm Jeevan speaking from JSW, from the Mumbai office. (சார் நான் ஜீவன் பேசுறேன் JSW-ல இருந்து, மும்பை ஆஃபீஸ்ல.)\n[11s] CUSTOMER: Okay.\n[12s] AGENT: You have created an account in the name of Ganesh Electricals Hardware Traders, right? Yes. So I'm calling to ask about that, sir. Do you have any HRC requirement right now? (நீங்க கணேஷ் எலக்ட்ரிக்கல்ஸ் ஹார்ட்வேர் டிரேடர்ஸ் பேர்ல ஒரு, ஆமா, அக்கவுண்ட் போட்டிருக்கீங்களா? அப்போ அதுக்காக கேக்குறதுக்கு தான் சார். ஏதாவது HRC-யா ரெகுயர்மென்ட் இருக்கா இப்போதைக்கு?)\n[17s] CUSTOMER: What requirement? (என்ன ரெகுயர்மென்ட்?)\n[18s] AGENT: HR, CR, sheet, or coil, anything? (HR, CR, ஷீட்டா, காயிலா, ஏதாச்சு?)\n[21s] CUSTOMER: Is it a complaint about them or something? (அவங்க பத்தி கம்ப்ளைன்ட்டா ஏதாவது?)\n[22s] AGENT: Not a complaint, sir. If you have any requirement, we will help, to provide it, that's why. (கம்ப்ளைன்ட் இல்ல சார். உங்களுக்கு ரெகுயர்மென்ட் ஏதாச்சு இருந்தா நாங்க ஹெல்ப் பண்றோம், அத ப்ரொவைட் பண்றதுக்கு, அதுக்கு தான்.)\n[26s] CUSTOMER: No, they are coming, people are coming to the shop. (இல்ல வராங்க, ஆளுங்க கிட்ட வராங்க கடைக்கு.)\n[28s] AGENT: Who? (யாரு?)\n[29s] CUSTOMER: You are talking about CR. CR came and went today. (CR தான் சொல்றீங்க. CR வந்து போனாரு இன்னைக்கு.)\n[31s] AGENT: Not that, sir. Hot rolled coils, hot rolled sheets are there, right? HR... (அது இல்ல சார். Hot rolled coils, hot rolled sheets இருக்கு இல்லையா, HR...)\n[33s] CUSTOMER: Oh, JSW this thing, okay, right, right, right, right. (Oh, JSW இந்த இது, okay, right, right, right, right.)\n[35s] AGENT: Yes, yes. (ஆமா ஆமா.)\n[36s] CUSTOMER: No sir, we don't do that, sir. We only do this, we do painting. (இல்ல சார், அது நாங்க பண்றது இல்ல சார். நாங்க வந்து ஒன்லி இது தான், பெயிண்டிங் தான் பண்றோம்.)\n[38s] AGENT: Oh.\n[39s] CUSTOMER: I just have the app installed, to see what all products come in it. (அது சும்மா ஆப் ஆட்டி வச்சிருக்கேன், என்ன என்ன ப்ராடக்ட் அதுல வரதுக்கு.)\n[42s] AGENT: Okay.\n[42s] CUSTOMER: We don't deal in that metal for now. (நாங்க அந்த மெட்டல்ல பண்றது இல்ல இப்போதைக்கு.)\n[44s] AGENT: Okay, okay, sir. If there is any requirement, call this number, sir. (சரி சரி சார். ஏதாவது ரெகுயர்மென்ட் இருந்துச்சுன்னா இந்த நம்பர்ல கால் பண்ணுங்க சார்.)\n[46s] CUSTOMER: If there's a requirement, I will call you, sir. (ரெகுயர்மென்ட்னா நான் உங்களுக்கு கால் பண்றேன் சார்.)\n[48s] AGENT: Okay sir, thank you.\n[49s] CUSTOMER: Okay.\n[52s] UNKNOWN: That is in the tube. Not 50 ml, then it's in a tube. (அது டியூப்ல இருக்கு. 50 ml இல்ல, அப்பறம் ஒரு டியூப்ல இருக்கு.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: Some background conversation is audible at the customer's location, especially towards the end of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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 is new, start with discovery questions to understand their business before asking if they have a requirement. This helps you qualify them properly, even if they turn out not to be a fit.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "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 agent contacted a newly registered user from 'Ganesh Electricals Hardware Traders'. The customer clarified they are in the painting and hardware business and do not deal in steel products, having only installed the app to browse. The agent confirmed the lead was not a fit and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"If you have any requirement, we will help, to provide it, that's why.\", \"comment\": \"The agent positioned the call as helpful, which aligns with the intent of a warm welcome.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only verified the company name; procurement city, role, and contact details were not asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent jumped straight to asking for a requirement instead of performing any discovery to understand the customer's business.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform's benefits were not explained as the call was cut short by the customer's disqualification.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although a requirement was asked for, the 'no' path was not followed; no specific callback date was scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'call us if you need anything', not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is new, start with discovery questions to understand their business before asking if they have a requirement. This helps you qualify them properly, even if they turn out not to be a fit.\", \"segment_detected\": \"wrong_product\", \"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\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"I just have the app installed, to see what all products come in it.\", \"response\": \"Okay, okay, sir. If there is any requirement, call this number, sir.\"}], \"call_summary\": \"The agent contacted a newly registered user from 'Ganesh Electricals Hardware Traders'. The customer clarified they are in the painting and hardware business and do not deal in steel products, having only installed the app to browse. The agent confirmed the lead was not a fit and ended the call.\"}", "error": null, "latency_ms": 38475, "input_tokens": 3595, "output_tokens": 798, "created_at": "2026-09-25 11:43:35", "sentiment": "negative", "sentiment_score": -0.401, "sentiment_confidence": "high", "pos": 2, "neg": 6, "lex_hits": 11, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.525, "agent_talk_sec": 20.3, "customer_talk_sec": 18.4, "dead_air_sec": 63.3, "longest_monologue_sec": 5.2, "agent_wpm": 313.3, "interruptions": 0, "agent_turns": 12, "customer_turns": 13, "discovery_qs": 6, "words_agent": 106, "words_customer": 94, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841557911", "idx": 0, "speaker": "customer", "start_s": 4.88, "end_s": 5.28, "text_en": "Hello.", "text_native": "ஹலோ." }, { "ucid": "21112178841557911", "idx": 1, "speaker": "agent", "start_s": 5.81, "end_s": 7.01, "text_en": "Hello, greetings sir. Can you hear me, sir?", "text_native": "ஹலோ, வணக்கம் சார். கேக்குதா சார்?" }, { "ucid": "21112178841557911", "idx": 2, "speaker": "customer", "start_s": 7.31, "end_s": 8.27, "text_en": "Greetings sir, I can hear you, sir.", "text_native": "வணக்கம் சார், கேக்குது சார்." }, { "ucid": "21112178841557911", "idx": 3, "speaker": "agent", "start_s": 8.57, "end_s": 11.0, "text_en": "Sir, I'm Jeevan speaking from JSW, from the Mumbai office.", "text_native": "சார் நான் ஜீவன் பேசுறேன் JSW-ல இருந்து, மும்பை ஆஃபீஸ்ல." }, { "ucid": "21112178841557911", "idx": 4, "speaker": "customer", "start_s": 11.38, "end_s": 11.7, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178841557911", "idx": 5, "speaker": "agent", "start_s": 12.0, "end_s": 17.2, "text_en": "You have created an account in the name of Ganesh Electricals Hardware Traders, right? Yes. So I'm calling to ask about that, sir. Do you have any HRC requirement right now?", "text_native": "நீங்க கணேஷ் எலக்ட்ரிக்கல்ஸ் ஹார்ட்வேர் டிரேடர்ஸ் பேர்ல ஒரு, ஆமா, அக்கவுண்ட் போட்டிருக்கீங்களா? அப்போ அதுக்காக கேக்குறதுக்கு தான் சார். ஏதாவது HRC-யா ரெகுயர்மென்ட் இருக்கா இப்போதைக்கு?" }, { "ucid": "21112178841557911", "idx": 6, "speaker": "customer", "start_s": 17.2, "end_s": 18.18, "text_en": "What requirement?", "text_native": "என்ன ரெகுயர்மென்ட்?" }, { "ucid": "21112178841557911", "idx": 7, "speaker": "agent", "start_s": 18.42, "end_s": 20.2, "text_en": "HR, CR, sheet, or coil, anything?", "text_native": "HR, CR, ஷீட்டா, காயிலா, ஏதாச்சு?" }, { "ucid": "21112178841557911", "idx": 8, "speaker": "customer", "start_s": 20.6, "end_s": 22.1, "text_en": "Is it a complaint about them or something?", "text_native": "அவங்க பத்தி கம்ப்ளைன்ட்டா ஏதாவது?" }, { "ucid": "21112178841557911", "idx": 9, "speaker": "agent", "start_s": 22.38, "end_s": 25.3, "text_en": "Not a complaint, sir. If you have any requirement, we will help, to provide it, that's why.", "text_native": "கம்ப்ளைன்ட் இல்ல சார். உங்களுக்கு ரெகுயர்மென்ட் ஏதாச்சு இருந்தா நாங்க ஹெல்ப் பண்றோம், அத ப்ரொவைட் பண்றதுக்கு, அதுக்கு தான்." }, { "ucid": "21112178841557911", "idx": 10, "speaker": "customer", "start_s": 25.6, "end_s": 27.6, "text_en": "No, they are coming, people are coming to the shop.", "text_native": "இல்ல வராங்க, ஆளுங்க கிட்ட வராங்க கடைக்கு." }, { "ucid": "21112178841557911", "idx": 11, "speaker": "agent", "start_s": 28.0, "end_s": 28.4, "text_en": "Who?", "text_native": "யாரு?" }, { "ucid": "21112178841557911", "idx": 12, "speaker": "customer", "start_s": 28.7, "end_s": 30.5, "text_en": "You are talking about CR. CR came and went today.", "text_native": "CR தான் சொல்றீங்க. CR வந்து போனாரு இன்னைக்கு." }, { "ucid": "21112178841557911", "idx": 13, "speaker": "agent", "start_s": 30.8, "end_s": 33.2, "text_en": "Not that, sir. Hot rolled coils, hot rolled sheets are there, right? HR...", "text_native": "அது இல்ல சார். Hot rolled coils, hot rolled sheets இருக்கு இல்லையா, HR..." }, { "ucid": "21112178841557911", "idx": 14, "speaker": "customer", "start_s": 33.2, "end_s": 34.9, "text_en": "Oh, JSW this thing, okay, right, right, right, right.", "text_native": "Oh, JSW இந்த இது, okay, right, right, right, right." }, { "ucid": "21112178841557911", "idx": 15, "speaker": "agent", "start_s": 35.1, "end_s": 35.5, "text_en": "Yes, yes.", "text_native": "ஆமா ஆமா." }, { "ucid": "21112178841557911", "idx": 16, "speaker": "customer", "start_s": 35.5, "end_s": 38.2, "text_en": "No sir, we don't do that, sir. We only do this, we do painting.", "text_native": "இல்ல சார், அது நாங்க பண்றது இல்ல சார். நாங்க வந்து ஒன்லி இது தான், பெயிண்டிங் தான் பண்றோம்." }, { "ucid": "21112178841557911", "idx": 17, "speaker": "agent", "start_s": 38.2, "end_s": 38.5, "text_en": "Oh.", "text_native": "Oh." }, { "ucid": "21112178841557911", "idx": 18, "speaker": "customer", "start_s": 38.8, "end_s": 41.2, "text_en": "I just have the app installed, to see what all products come in it.", "text_native": "அது சும்மா ஆப் ஆட்டி வச்சிருக்கேன், என்ன என்ன ப்ராடக்ட் அதுல வரதுக்கு." }, { "ucid": "21112178841557911", "idx": 19, "speaker": "agent", "start_s": 41.6, "end_s": 41.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178841557911", "idx": 20, "speaker": "customer", "start_s": 42.1, "end_s": 43.8, "text_en": "We don't deal in that metal for now.", "text_native": "நாங்க அந்த மெட்டல்ல பண்றது இல்ல இப்போதைக்கு." }, { "ucid": "21112178841557911", "idx": 21, "speaker": "agent", "start_s": 44.1, "end_s": 46.3, "text_en": "Okay, okay, sir. If there is any requirement, call this number, sir.", "text_native": "சரி சரி சார். ஏதாவது ரெகுயர்மென்ட் இருந்துச்சுன்னா இந்த நம்பர்ல கால் பண்ணுங்க சார்." }, { "ucid": "21112178841557911", "idx": 22, "speaker": "customer", "start_s": 46.3, "end_s": 47.9, "text_en": "If there's a requirement, I will call you, sir.", "text_native": "ரெகுயர்மென்ட்னா நான் உங்களுக்கு கால் பண்றேன் சார்." }, { "ucid": "21112178841557911", "idx": 23, "speaker": "agent", "start_s": 48.1, "end_s": 48.9, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." }, { "ucid": "21112178841557911", "idx": 24, "speaker": "customer", "start_s": 49.1, "end_s": 49.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178841557911", "idx": 25, "speaker": "unknown", "start_s": 51.8, "end_s": 54.8, "text_en": "That is in the tube. Not 50 ml, then it's in a tube.", "text_native": "அது டியூப்ல இருக்கு. 50 ml இல்ல, அப்பறம் ஒரு டியூப்ல இருக்கு." } ], "steps": [ { "ucid": "21112178841557911", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "If you have any requirement, we will help, to provide it, that's why.", "comment": "The agent positioned the call as helpful, which aligns with the intent of a warm welcome." }, { "ucid": "21112178841557911", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only verified the company name; procurement city, role, and contact details were not asked." }, { "ucid": "21112178841557911", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent jumped straight to asking for a requirement instead of performing any discovery to understand the customer's business." }, { "ucid": "21112178841557911", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform's benefits were not explained as the call was cut short by the customer's disqualification." }, { "ucid": "21112178841557911", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although a requirement was asked for, the 'no' path was not followed; no specific callback date was scheduled." }, { "ucid": "21112178841557911", "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 with a generic 'call us if you need anything', not one of the three required closure outcomes." } ], "objections": [ { "ucid": "21112178841557911", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "I just have the app installed, to see what all products come in it.", "response": "Okay, okay, sir. If there is any requirement, call this number, sir." } ], "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": [] }