{
  "ucid": "21112178842946041",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:27:40",
  "end_time": "2026-09-03 15:28:35",
  "duration_sec": 55,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAef52d4463be62323c3e8bdd9eee25e59.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1038,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178842946041__DIAef52d4463be62323c3e8bdd9eee25e59.mp3",
  "audio_bytes": 103680,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 34.56,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (ஹலோ.)\n[2s] AGENT: Yeah hello good afternoon. Greetings sir, I am Jeevan speaking from JSW Steels.   (Yeah hello good afternoon. வணக்கம் சார், நான் ஜீவன் பேசுறேன் JSW Steelsல இருந்து.)\n[5s] CUSTOMER: Tell me, sir.   (சொல்லுங்க சார்.)\n[6s] AGENT: Sir, do you have any requirement right now? For you, sheet, HR, CR?   (சார், இப்போதைக்கு ஏதாவது requirement இருக்கா? உங்களுக்கு sheet, HR, CR?)\n[9s] CUSTOMER: What rate are you quoting now, sir?   (என்ன rate சார் போட்டுருக்கீங்க இப்போ?)\n[10s] AGENT: Sir, the rate is the market price. But only if I get some details can I ask our category team and tell you the rate.   (சார், rate market price தான். ஆனா அது கொஞ்சம் details கிடைச்சா மட்டும் தான் நமக்கு category team கிட்ட கேட்டு rate சொல்ல முடியும்.)\n[15s] CUSTOMER: Okay sir, I will talk to you again later.   (சரிங்க சார், நான் திரும்ப உங்களுக்கு அப்புறம் பேசுறேன்.)\n[17s] AGENT: Okay sir, I have sent a message on WhatsApp. Should I call on this number?   (சரி சார், நான் WhatsAppல message போட்டு வச்சிருக்கிறேன். இந்த நம்பர்ல கூப்பிடவா?)\n[19s] CUSTOMER: Call on this number.   (இந்த நம்பர்ல கூப்பிடுங்க.)\n[21s] AGENT: Okay, thank you.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: Minor background noise is present but does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "To prevent the customer from disengaging early, always secure permission to speak and then provide a compelling hook before asking about their requirements.",
  "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 opened the call and immediately asked for a requirement, which prompted the customer to ask for a price. The agent explained he needed more details to provide a rate, at which point the customer deferred the conversation. The call ended with the agent and customer agreeing to a future callback.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah hello good afternoon. Greetings sir, I am Jeevan speaking from JSW Steels.\", \"comment\": \"Agent did not ask for permission to speak before moving to the next step.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now? For you, sheet, HR, CR?\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"But only if I get some details can I ask our category team and tell you the rate.\", \"comment\": \"Agent signaled the need for discovery but asked zero specific questions before the customer ended the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now?\", \"comment\": \"Agent successfully asked if a current requirement exists, fulfilling the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Should I call on this number? ... Call on this number.\", \"comment\": \"Agent successfully established a clear next step by confirming the callback number with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"To prevent the customer from disengaging early, always secure permission to speak and then provide a compelling hook before asking about their requirements.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay sir, I will talk to you again later.\", \"response\": \"Okay sir, I have sent a message on WhatsApp. Should I call on this number?\"}], \"call_summary\": \"The agent opened the call and immediately asked for a requirement, which prompted the customer to ask for a price. The agent explained he needed more details to provide a rate, at which point the customer deferred the conversation. The call ended with the agent and customer agreeing to a future callback.\"}",
  "error": null,
  "latency_ms": 34510,
  "input_tokens": 2890,
  "output_tokens": 808,
  "created_at": "2026-09-25 11:39:20",
  "sentiment": "negative",
  "sentiment_score": -0.16,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.747,
  "agent_talk_sec": 13.9,
  "customer_talk_sec": 4.7,
  "dead_air_sec": 36.4,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 297.8,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 3,
  "words_agent": 69,
  "words_customer": 24,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178842946041",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.01,
      "end_s": 1.48,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178842946041",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.89,
      "end_s": 4.6,
      "text_en": "Yeah hello good afternoon. Greetings sir, I am Jeevan speaking from JSW Steels.",
      "text_native": "Yeah hello good afternoon. வணக்கம் சார், நான் ஜீவன் பேசுறேன் JSW Steelsல இருந்து."
    },
    {
      "ucid": "21112178842946041",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.6,
      "end_s": 5.27,
      "text_en": "Tell me, sir.",
      "text_native": "சொல்லுங்க சார்."
    },
    {
      "ucid": "21112178842946041",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 8.43,
      "text_en": "Sir, do you have any requirement right now? For you, sheet, HR, CR?",
      "text_native": "சார், இப்போதைக்கு ஏதாவது requirement இருக்கா? உங்களுக்கு sheet, HR, CR?"
    },
    {
      "ucid": "21112178842946041",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.63,
      "end_s": 9.8,
      "text_en": "What rate are you quoting now, sir?",
      "text_native": "என்ன rate சார் போட்டுருக்கீங்க இப்போ?"
    },
    {
      "ucid": "21112178842946041",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.1,
      "end_s": 14.98,
      "text_en": "Sir, the rate is the market price. But only if I get some details can I ask our category team and tell you the rate.",
      "text_native": "சார், rate market price தான். ஆனா அது கொஞ்சம் details கிடைச்சா மட்டும் தான் நமக்கு category team கிட்ட கேட்டு rate சொல்ல முடியும்."
    },
    {
      "ucid": "21112178842946041",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.21,
      "end_s": 16.6,
      "text_en": "Okay sir, I will talk to you again later.",
      "text_native": "சரிங்க சார், நான் திரும்ப உங்களுக்கு அப்புறம் பேசுறேன்."
    },
    {
      "ucid": "21112178842946041",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 19.4,
      "text_en": "Okay sir, I have sent a message on WhatsApp. Should I call on this number?",
      "text_native": "சரி சார், நான் WhatsAppல message போட்டு வச்சிருக்கிறேன். இந்த நம்பர்ல கூப்பிடவா?"
    },
    {
      "ucid": "21112178842946041",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.4,
      "end_s": 20.38,
      "text_en": "Call on this number.",
      "text_native": "இந்த நம்பர்ல கூப்பிடுங்க."
    },
    {
      "ucid": "21112178842946041",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.7,
      "end_s": 21.48,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178842946041",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah hello good afternoon. Greetings sir, I am Jeevan speaking from JSW Steels.",
      "comment": "Agent did not ask for permission to speak before moving to the next step."
    },
    {
      "ucid": "21112178842946041",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement right now? For you, sheet, HR, CR?",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to a requirement question."
    },
    {
      "ucid": "21112178842946041",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "But only if I get some details can I ask our category team and tell you the rate.",
      "comment": "Agent signaled the need for discovery but asked zero specific questions before the customer ended the conversation."
    },
    {
      "ucid": "21112178842946041",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was conducted, and no USPs were pitched."
    },
    {
      "ucid": "21112178842946041",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement right now?",
      "comment": "Agent successfully asked if a current requirement exists, fulfilling the primary intent of this step."
    },
    {
      "ucid": "21112178842946041",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Should I call on this number? ... Call on this number.",
      "comment": "Agent successfully established a clear next step by confirming the callback number with the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178842946041",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay sir, I will talk to you again later.",
      "response": "Okay sir, I have sent a message on WhatsApp. Should I call on this number?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}