{ "ucid": "21112178843409781", "call_date": "2026-09-03", "start_time": "2026-09-03 16:44:57", "end_time": "2026-09-03 16:46:13", "duration_sec": 76, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA984bdbae4fc32bee1731c309ab622e72.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 998, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843409781__DIA984bdbae4fc32bee1731c309ab622e72.mp3", "audio_bytes": 147960, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 49.32, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[7s] AGENT: Hello Iramanikandan sir. I am Jeevan speaking. We spoke two, two or three days ago. You said you would ask about some enquiry regarding JSW Steels here. After that, no mail came, no WhatsApp came. (வணக்கம் இரமணிகண்டன் சார். நான் ஜீவன் பேசுறேன். நம்ம ரெண்டு ரெண்டு மூணு நாள் முன்னாடி பேசிட்டு இருந்தேன். நீங்க ஏதாவது enquiry இங்க JSW Steels பத்தி கேட்கும்னு சொன்னேன். அதுக்கப்புறம் mail-உம் வரல, WhatsApp-உம் வரல.)\n[13s] CUSTOMER: They are there. I have given your contact to our purchase team. They will send the summary list of the requirement. Can definitely say. (இருக்காங்க. அவங்களோட contact வந்து எங்க purchase team-க்கு குடுத்துருக்கேன். அவங்க summary list-ஐ அனுப்பி விடுவாங்க requirement-ஐ. Kandippa sollalam.)\n[17s] AGENT: Oh, is that so? Okay okay. (ஓ அப்படியா? ஓகே ஓகே.)\n[19s] CUSTOMER: They will look into it. The purchase team will connect with you. (அவங்கதான் பாப்பாங்க. அந்த purchase team தான் உங்களுக்கு connect பண்ணுவாங்க.)\n[21s] AGENT: Oh sir, or else what you do is, if you have the number of anyone from the purchase team, I can directly call and ask. (ஓ சார் இல்ல இல்லன்னா நீங்க ஒரு என்ன பண்ணுங்க அந்த purchase team-ல யாராவது வச்சு நம்பர் இருந்தா நானே direct phone பண்ணி கேட்கலாம்.)\n[25s] CUSTOMER: Ah okay, I will loop you in on that mail itself. (ஆ ஓகே நான் உங்களுக்கு loop பண்ணி விடுறேன் அந்த mail-லையே.)\n[27s] AGENT: Ah I, I have already WhatsApped you. Ah, I will send a hi message again. Share it to that. (ஆ நான் நான் உங்களுக்கு WhatsApp பண்ணிருக்கேன் already. ஆ திரும்பி நான் ஒரு ஹாய் மெசேஜ் போட்டு வச்சுக்கிறேன். அதுக்கே ஷேர் பண்ணுங்க.)\n[31s] CUSTOMER: Okay okay. (ஓகே ஓகே.)\n[32s] AGENT: Okay thank you. (ஓகே தேங்க்யூ.)\n[32s] CUSTOMER: Thank you. (தேங்க்யூ.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some background office noise is present but doesn't significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer refers you to another department, try to gather at least one piece of discovery information (e.g., 'What do you manufacture?') to better prepare for that next conversation.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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 to chase a previously promised enquiry. The customer stated he had passed the agent's contact to his purchase team. The call ended with the customer agreeing to loop the agent into an email with the relevant team.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask if it was a good time to talk, which is a required component of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No hook was delivered; the agent immediately referenced the previous conversation to chase an action.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, requirements, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to determine customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask if a current requirement exists or attempt to qualify it by capturing details.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Ah okay, I will loop you in on that mail itself.\", \"comment\": \"A clear next step was agreed upon, with the customer committing to connect the agent with the purchase team via email.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer refers you to another department, try to gather at least one piece of discovery information (e.g., 'What do you manufacture?') to better prepare for that next conversation.\", \"segment_detected\": \"manufacturing\", \"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 to chase a previously promised enquiry. The customer stated he had passed the agent's contact to his purchase team. The call ended with the customer agreeing to loop the agent into an email with the relevant team.\"}", "error": null, "latency_ms": 38989, "input_tokens": 3077, "output_tokens": 690, "created_at": "2026-09-25 11:38:07", "sentiment": "positive", "sentiment_score": 0.402, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.648, "agent_talk_sec": 16.6, "customer_talk_sec": 9.0, "dead_air_sec": 50.4, "longest_monologue_sec": 7.2, "agent_wpm": 321.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 89, "words_customer": 52, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843409781", "idx": 0, "speaker": "customer", "start_s": 5.09, "end_s": 5.51, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843409781", "idx": 1, "speaker": "agent", "start_s": 5.9, "end_s": 6.26, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843409781", "idx": 2, "speaker": "agent", "start_s": 6.6, "end_s": 13.4, "text_en": "Hello Iramanikandan sir. I am Jeevan speaking. We spoke two, two or three days ago. You said you would ask about some enquiry regarding JSW Steels here. After that, no mail came, no WhatsApp came.", "text_native": "வணக்கம் இரமணிகண்டன் சார். நான் ஜீவன் பேசுறேன். நம்ம ரெண்டு ரெண்டு மூணு நாள் முன்னாடி பேசிட்டு இருந்தேன். நீங்க ஏதாவது enquiry இங்க JSW Steels பத்தி கேட்கும்னு சொன்னேன். அதுக்கப்புறம் mail-உம் வரல, WhatsApp-உம் வரல." }, { "ucid": "21112178843409781", "idx": 3, "speaker": "customer", "start_s": 13.4, "end_s": 17.43, "text_en": "They are there. I have given your contact to our purchase team. They will send the summary list of the requirement. Can definitely say.", "text_native": "இருக்காங்க. அவங்களோட contact வந்து எங்க purchase team-க்கு குடுத்துருக்கேன். அவங்க summary list-ஐ அனுப்பி விடுவாங்க requirement-ஐ. Kandippa sollalam." }, { "ucid": "21112178843409781", "idx": 4, "speaker": "agent", "start_s": 17.43, "end_s": 18.6, "text_en": "Oh, is that so? Okay okay.", "text_native": "ஓ அப்படியா? ஓகே ஓகே." }, { "ucid": "21112178843409781", "idx": 5, "speaker": "customer", "start_s": 18.6, "end_s": 20.5, "text_en": "They will look into it. The purchase team will connect with you.", "text_native": "அவங்கதான் பாப்பாங்க. அந்த purchase team தான் உங்களுக்கு connect பண்ணுவாங்க." }, { "ucid": "21112178843409781", "idx": 6, "speaker": "agent", "start_s": 20.7, "end_s": 24.48, "text_en": "Oh sir, or else what you do is, if you have the number of anyone from the purchase team, I can directly call and ask.", "text_native": "ஓ சார் இல்ல இல்லன்னா நீங்க ஒரு என்ன பண்ணுங்க அந்த purchase team-ல யாராவது வச்சு நம்பர் இருந்தா நானே direct phone பண்ணி கேட்கலாம்." }, { "ucid": "21112178843409781", "idx": 7, "speaker": "customer", "start_s": 24.68, "end_s": 26.28, "text_en": "Ah okay, I will loop you in on that mail itself.", "text_native": "ஆ ஓகே நான் உங்களுக்கு loop பண்ணி விடுறேன் அந்த mail-லையே." }, { "ucid": "21112178843409781", "idx": 8, "speaker": "agent", "start_s": 26.6, "end_s": 30.4, "text_en": "Ah I, I have already WhatsApped you. Ah, I will send a hi message again. Share it to that.", "text_native": "ஆ நான் நான் உங்களுக்கு WhatsApp பண்ணிருக்கேன் already. ஆ திரும்பி நான் ஒரு ஹாய் மெசேஜ் போட்டு வச்சுக்கிறேன். அதுக்கே ஷேர் பண்ணுங்க." }, { "ucid": "21112178843409781", "idx": 9, "speaker": "customer", "start_s": 30.6, "end_s": 31.18, "text_en": "Okay okay.", "text_native": "ஓகே ஓகே." }, { "ucid": "21112178843409781", "idx": 10, "speaker": "agent", "start_s": 31.5, "end_s": 32.2, "text_en": "Okay thank you.", "text_native": "ஓகே தேங்க்யூ." }, { "ucid": "21112178843409781", "idx": 11, "speaker": "customer", "start_s": 32.5, "end_s": 33.0, "text_en": "Thank you.", "text_native": "தேங்க்யூ." } ], "steps": [ { "ucid": "21112178843409781", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask if it was a good time to talk, which is a required component of the opener." }, { "ucid": "21112178843409781", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No hook was delivered; the agent immediately referenced the previous conversation to chase an action." }, { "ucid": "21112178843409781", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, requirements, or procurement process." }, { "ucid": "21112178843409781", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as no discovery was conducted to determine customer needs." }, { "ucid": "21112178843409781", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask if a current requirement exists or attempt to qualify it by capturing details." }, { "ucid": "21112178843409781", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "CUSTOMER: Ah okay, I will loop you in on that mail itself.", "comment": "A clear next step was agreed upon, with the customer committing to connect the agent with the purchase team via email." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }