{ "ucid": "21112178841799261", "call_date": "2026-09-03", "start_time": "2026-09-03 12:16:32", "end_time": "2026-09-03 12:18:34", "duration_sec": 122, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "QNR", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA74a6f1bfff37b6f6941774c212117e3b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1110, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841799261__DIA74a6f1bfff37b6f6941774c212117e3b.mp3", "audio_bytes": 289872, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 96.624, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[7s] AGENT: Hello. Sir, I called two days ago, Jeevan from JSW. (ஹலோ. சார், நான் ரெண்டு நாள் முன்னாடி கால் பண்ணினேன், ஜீவன் JSW-ல இருந்து.)\n[10s] CUSTOMER: Tell me, sir. (சொல்லுங்க சார்.)\n[11s] AGENT: Sir, this factory number you mentioned, you said you would share some head office direct number, I haven't received it yet. That's why I called to remind you a little. (சார், நீங்க சொன்ன இது factory number, நீங்க ஏதோ head office direct number share பண்ணனும்னு சொன்னீங்க, அதுவரைக்கும் கிடைக்கல. அதுக்கு தான் கால் பண்ணி கொஞ்சம் remind பண்றதுக்கு தான்.)\n[17s] CUSTOMER: Oh, okay. (ஓ, ஓகே.)\n[18s] CUSTOMER: Tell me the number, note it down. (நம்பர் சொல்லுங்க, அப்படியே நோட் பண்ணிக்கோங்க.)\n[20s] AGENT: Ah, tell me, sir. (ஆ, சொல்லுங்க சார்.)\n[36s] CUSTOMER: 96001\n[38s] AGENT: 96001\n[39s] CUSTOMER: 2661\n[41s] AGENT: 2661. Yes. (2661. ஆமா.)\n[42s] AGENT: Okay sir. What is this sir's name? (ஓகே சார். இந்த சார் பேரு என்ன?)\n[44s] CUSTOMER: No name, someone from the office will pick up. Some staff will pick up. (பேரு இல்ல, ஆபிஸ்ல யாரோ எடுப்பாங்க. ஸ்டாஃப் யாரோ எடுப்பாங்க.)\n[46s] AGENT: Oh okay okay, is that so? Okay sir, okay okay. I will call. Thank you sir. (ஓ ஓகே ஓகே, அப்படியா? சரி சார், சரி சரி. நான் கால் பண்றேன். தேங்க்யூ சார்.)\n[49s] CUSTOMER: Okay okay okay. (ஓகே ஓகே ஓகே.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: There is significant background chatter (other sales calls in Hindi) on the agent's side, but the primary speakers are clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "Even when following up for administrative details, you must pivot back to the pitch to qualify the lead and create an opportunity.", "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": "This was a follow-up call where the agent's sole purpose was to collect a head office phone number that the customer had previously promised to share. The customer provided the number, and the agent ended the call, stating he would call that new number. No part of the sales pitch or discovery process was attempted.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened by referencing a previous call, not with a warm welcome for a new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required profile verification questions about the contact.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt any discovery; the call was only to get a different contact number.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform's benefits (pricing, TC, availability) were not mentioned at all.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about any current or future material requirements.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will call. Thank you sir.\", \"comment\": \"The call ended without a quote, a specific callback, or a walkthrough scheduled with the contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Even when following up for administrative details, you must pivot back to the pitch to qualify the lead and create an opportunity.\", \"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\": \"This was a follow-up call where the agent's sole purpose was to collect a head office phone number that the customer had previously promised to share. The customer provided the number, and the agent ended the call, stating he would call that new number. No part of the sales pitch or discovery process was attempted.\"}", "error": null, "latency_ms": 24566, "input_tokens": 3085, "output_tokens": 674, "created_at": "2026-09-25 11:42:18", "sentiment": "positive", "sentiment_score": 0.294, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.679, "agent_talk_sec": 16.1, "customer_talk_sec": 7.6, "dead_air_sec": 98.3, "longest_monologue_sec": 5.9, "agent_wpm": 260.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 2, "words_agent": 70, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841799261", "idx": 0, "speaker": "agent", "start_s": 6.88, "end_s": 9.7, "text_en": "Hello. Sir, I called two days ago, Jeevan from JSW.", "text_native": "ஹலோ. சார், நான் ரெண்டு நாள் முன்னாடி கால் பண்ணினேன், ஜீவன் JSW-ல இருந்து." }, { "ucid": "21112178841799261", "idx": 1, "speaker": "customer", "start_s": 9.93, "end_s": 10.6, "text_en": "Tell me, sir.", "text_native": "சொல்லுங்க சார்." }, { "ucid": "21112178841799261", "idx": 2, "speaker": "agent", "start_s": 10.9, "end_s": 16.8, "text_en": "Sir, this factory number you mentioned, you said you would share some head office direct number, I haven't received it yet. That's why I called to remind you a little.", "text_native": "சார், நீங்க சொன்ன இது factory number, நீங்க ஏதோ head office direct number share பண்ணனும்னு சொன்னீங்க, அதுவரைக்கும் கிடைக்கல. அதுக்கு தான் கால் பண்ணி கொஞ்சம் remind பண்றதுக்கு தான்." }, { "ucid": "21112178841799261", "idx": 3, "speaker": "customer", "start_s": 17.4, "end_s": 18.01, "text_en": "Oh, okay.", "text_native": "ஓ, ஓகே." }, { "ucid": "21112178841799261", "idx": 4, "speaker": "customer", "start_s": 18.4, "end_s": 19.8, "text_en": "Tell me the number, note it down.", "text_native": "நம்பர் சொல்லுங்க, அப்படியே நோட் பண்ணிக்கோங்க." }, { "ucid": "21112178841799261", "idx": 5, "speaker": "agent", "start_s": 20.2, "end_s": 20.9, "text_en": "Ah, tell me, sir.", "text_native": "ஆ, சொல்லுங்க சார்." }, { "ucid": "21112178841799261", "idx": 6, "speaker": "customer", "start_s": 35.9, "end_s": 36.9, "text_en": "96001", "text_native": "96001" }, { "ucid": "21112178841799261", "idx": 7, "speaker": "agent", "start_s": 37.8, "end_s": 38.7, "text_en": "96001", "text_native": "96001" }, { "ucid": "21112178841799261", "idx": 8, "speaker": "customer", "start_s": 39.0, "end_s": 40.0, "text_en": "2661", "text_native": "2661" }, { "ucid": "21112178841799261", "idx": 9, "speaker": "agent", "start_s": 40.7, "end_s": 42.2, "text_en": "2661. Yes.", "text_native": "2661. ஆமா." }, { "ucid": "21112178841799261", "idx": 10, "speaker": "agent", "start_s": 42.2, "end_s": 43.9, "text_en": "Okay sir. What is this sir's name?", "text_native": "ஓகே சார். இந்த சார் பேரு என்ன?" }, { "ucid": "21112178841799261", "idx": 11, "speaker": "customer", "start_s": 44.2, "end_s": 46.2, "text_en": "No name, someone from the office will pick up. Some staff will pick up.", "text_native": "பேரு இல்ல, ஆபிஸ்ல யாரோ எடுப்பாங்க. ஸ்டாஃப் யாரோ எடுப்பாங்க." }, { "ucid": "21112178841799261", "idx": 12, "speaker": "agent", "start_s": 46.2, "end_s": 48.8, "text_en": "Oh okay okay, is that so? Okay sir, okay okay. I will call. Thank you sir.", "text_native": "ஓ ஓகே ஓகே, அப்படியா? சரி சார், சரி சரி. நான் கால் பண்றேன். தேங்க்யூ சார்." }, { "ucid": "21112178841799261", "idx": 13, "speaker": "customer", "start_s": 48.9, "end_s": 49.8, "text_en": "Okay okay okay.", "text_native": "ஓகே ஓகே ஓகே." } ], "steps": [ { "ucid": "21112178841799261", "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 previous call, not with a warm welcome for a new registration." }, { "ucid": "21112178841799261", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the four required profile verification questions about the contact." }, { "ucid": "21112178841799261", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not attempt any discovery; the call was only to get a different contact number." }, { "ucid": "21112178841799261", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform's benefits (pricing, TC, availability) were not mentioned at all." }, { "ucid": "21112178841799261", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask about any current or future material requirements." }, { "ucid": "21112178841799261", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will call. Thank you sir.", "comment": "The call ended without a quote, a specific callback, or a walkthrough scheduled with the contact." } ], "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": [] }