{ "ucid": "21112178843587011", "call_date": "2026-09-03", "start_time": "2026-09-03 17:14:30", "end_time": "2026-09-03 17:16:19", "duration_sec": 109, "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/DIAd295ddf8a59af11c657e592ad59fec91.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 986, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843587011__DIAd295ddf8a59af11c657e592ad59fec91.mp3", "audio_bytes": 244512, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 81.504, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (ஹலோ.)\n[6s] AGENT: Ah, good evening sir. Is this Prakash sir speaking? (ஆ குட் ஈவினிங் சார். இது பிரகாஷ் சார் பேசுறாங்களா?)\n[8s] CUSTOMER: Yes. (ஆமாங்க.)\n[9s] AGENT: Sir, greetings. This is Jeevan speaking. From JSW Steels, Mumbai office. (சார் வணக்கம். இது ஜீவன் பேசுறேன். JSW ஸ்டீல்ஸ்ல இருந்து, மும்பை ஆபீஸ்.)\n[12s] CUSTOMER: Ah, tell me sir. (ஆ சொல்லுங்க சார்.)\n[13s] AGENT: Sir, you had placed an enquiry here on the JSW One platform, I'm calling to talk about that. Yes, do you have any requirement for HR coil or sheet for now? (சார் நீங்க ஒரு என்குயரி போட்டுருந்தீங்கல்ல இங்க JSW One பிளாட்பார்ம்ல, அது பத்தி பேசுறதுக்கு தான். ஆமா, இப்போ ஏதாவது HR coil-ஆ sheet-ஆ requirement இருக்கா இப்போதைக்கு?)\n[20s] CUSTOMER: There is a requirement, sir. There was. Actually, now we have already taken about five tonnes. (ரெக்யர்மென்ட் இருக்கு சார். இருந்திச்சு. ஆக்சுவலா இப்போ ஒரு கிட்டத்தட்ட ஒரு அஞ்சு டன் எடுத்தாச்சு.)\n[23s] AGENT: Oh, is that so? Okay. (ஓ அப்படியா? ஓகே.)\n[25s] CUSTOMER: It's needed again. But there was no response from you, sir. It's been close to two months, more than a month since I did it, sir. (திரும்பவும் தேவைப்படுது. பட் அது நீங்க ரெஸ்பான்ஸே இல்லையே சார். நான் பண்ணி இன்னைக்கு ரெண்டு மாசம் பக்கமா, ஒரு மாசம் மேல ஆகுது சார்.)\n[29s] AGENT: Sir, the reason for that is, now many customers are saying that from our South region, from Tamil Nadu. But the problem with that is, they have just hired me now and told me to handle the South region here. (சார் அது எதுக்குன்னா இப்போ அது நிறைய கஸ்டமர்ஸ் அந்த மாதிரி சொல்லிட்டு இருக்கேன் நம்ம சவுத் ரீஜியன், இப்ப தமிழ்நாடுல இருந்து. பட் அதுக்கு பிரச்சனை என்னன்னா இப்போதான் அவங்க என்னைய ஹையர் பண்ணி இங்க சவுத் ரீஜியன் ஹேண்டில் பண்றதுக்கு சொன்னேன்.)\n[35s] CUSTOMER: Oh, okay okay. (ஓ சரி சரிங்க.)\n[36s] AGENT: Yes, until now there was no one from here to handle the South region, that's it. (ஆமா, இதுவரைக்கும் இங்க இருந்து இல்ல சவுத் ரீஜியன் ஹேண்டில் பண்றதுக்கு அதுதான்.)\n[39s] CUSTOMER: Oh, okay okay. (ஓ சரி சரி.)\n[40s] AGENT: Okay, I'll do one thing now. 9524534234 is your WhatsApp number, right? (சரி நான் ஒரு வேலை பண்றேன் இப்போ. 9524534234 உங்க WhatsApp நம்பர் தானே?)\n[43s] CUSTOMER: Yes sir. (ஆமாங்க சார்.)\n[44s] AGENT: Okay, I have put my details. I am sharing my WhatsApp number. From now on, if any requirement comes up, you can directly call me, I will help you. (சரி நான் என் டீடெயில்ஸ் போட்டு வச்சிருக்கிறேன். என் WhatsApp நம்பர் ஷேர் பண்றேன். இனிமேல் ஏதாவது ரெக்யர்மென்ட் வந்துச்சுன்னா நீங்க டைரக்ட்டா என்னைய கால் பண்ணுங்க, நான் ஹெல்ப் பண்றேன் உங்கள.)\n[50s] CUSTOMER: Okay okay sir. (ஓகே ஓகே சார்.)\n[51s] AGENT: Okay sir. Thank you sir, thank you. (ஓகே சார். தேங்க்யூ சார், தேங்க்யூ.)\n[53s] CUSTOMER: Okay thank you sir. (ஓகே தேங்க்யூ சார்.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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": 1.5, "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 raises a past service issue, acknowledge it, apologize briefly, and then pivot immediately back to discovery to understand their business and future needs.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had registered two months prior. The customer expressed frustration over the delayed response, stating they had since procured 5 tonnes from another source but will have a future need. The agent explained he was newly assigned to the region, shared his contact details for future requirements, and ended the call without performing discovery or setting a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, greetings. This is Jeevan speaking. From JSW Steels, Mumbai office.\", \"comment\": \"The agent provided a polite and professional opening, stating his name and company.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"9524534234 is your WhatsApp number, right?\", \"comment\": \"The agent verified the customer's name and contact number, but did not ask about their procurement city or decision-making role.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions about the customer's business, volume, or current procurement.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent mentioned the 'JSW One platform' but did not explain its features or benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"do you have any requirement for HR coil or sheet for now?\", \"comment\": \"The agent asked about a current requirement, but when the customer confirmed a future need ('It's needed again'), the agent failed to capture the specifications.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a passive instruction for the customer to call back if a need arises, not a specific next step like a quote or scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service issue, acknowledge it, apologize briefly, and then pivot immediately back to discovery to understand their business and future needs.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had registered two months prior. The customer expressed frustration over the delayed response, stating they had since procured 5 tonnes from another source but will have a future need. The agent explained he was newly assigned to the region, shared his contact details for future requirements, and ended the call without performing discovery or setting a concrete next step.\"}", "error": null, "latency_ms": 33963, "input_tokens": 3546, "output_tokens": 766, "created_at": "2026-09-25 11:37:28", "sentiment": "positive", "sentiment_score": 0.329, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.699, "agent_talk_sec": 30.4, "customer_talk_sec": 13.1, "dead_air_sec": 65.5, "longest_monologue_sec": 6.1, "agent_wpm": 315.8, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 4, "words_agent": 160, "words_customer": 63, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843587011", "idx": 0, "speaker": "customer", "start_s": 4.8, "end_s": 5.27, "text_en": "Hello.", "text_native": "ஹலோ." }, { "ucid": "21112178843587011", "idx": 1, "speaker": "agent", "start_s": 5.8, "end_s": 7.6, "text_en": "Ah, good evening sir. Is this Prakash sir speaking?", "text_native": "ஆ குட் ஈவினிங் சார். இது பிரகாஷ் சார் பேசுறாங்களா?" }, { "ucid": "21112178843587011", "idx": 2, "speaker": "customer", "start_s": 7.88, "end_s": 8.3, "text_en": "Yes.", "text_native": "ஆமாங்க." }, { "ucid": "21112178843587011", "idx": 3, "speaker": "agent", "start_s": 8.68, "end_s": 11.6, "text_en": "Sir, greetings. This is Jeevan speaking. From JSW Steels, Mumbai office.", "text_native": "சார் வணக்கம். இது ஜீவன் பேசுறேன். JSW ஸ்டீல்ஸ்ல இருந்து, மும்பை ஆபீஸ்." }, { "ucid": "21112178843587011", "idx": 4, "speaker": "customer", "start_s": 11.98, "end_s": 12.7, "text_en": "Ah, tell me sir.", "text_native": "ஆ சொல்லுங்க சார்." }, { "ucid": "21112178843587011", "idx": 5, "speaker": "agent", "start_s": 12.98, "end_s": 19.1, "text_en": "Sir, you had placed an enquiry here on the JSW One platform, I'm calling to talk about that. Yes, do you have any requirement for HR coil or sheet for now?", "text_native": "சார் நீங்க ஒரு என்குயரி போட்டுருந்தீங்கல்ல இங்க JSW One பிளாட்பார்ம்ல, அது பத்தி பேசுறதுக்கு தான். ஆமா, இப்போ ஏதாவது HR coil-ஆ sheet-ஆ requirement இருக்கா இப்போதைக்கு?" }, { "ucid": "21112178843587011", "idx": 6, "speaker": "customer", "start_s": 19.58, "end_s": 22.7, "text_en": "There is a requirement, sir. There was. Actually, now we have already taken about five tonnes.", "text_native": "ரெக்யர்மென்ட் இருக்கு சார். இருந்திச்சு. ஆக்சுவலா இப்போ ஒரு கிட்டத்தட்ட ஒரு அஞ்சு டன் எடுத்தாச்சு." }, { "ucid": "21112178843587011", "idx": 7, "speaker": "agent", "start_s": 23.1, "end_s": 24.2, "text_en": "Oh, is that so? Okay.", "text_native": "ஓ அப்படியா? ஓகே." }, { "ucid": "21112178843587011", "idx": 8, "speaker": "customer", "start_s": 24.8, "end_s": 29.2, "text_en": "It's needed again. But there was no response from you, sir. It's been close to two months, more than a month since I did it, sir.", "text_native": "திரும்பவும் தேவைப்படுது. பட் அது நீங்க ரெஸ்பான்ஸே இல்லையே சார். நான் பண்ணி இன்னைக்கு ரெண்டு மாசம் பக்கமா, ஒரு மாசம் மேல ஆகுது சார்." }, { "ucid": "21112178843587011", "idx": 9, "speaker": "agent", "start_s": 29.4, "end_s": 35.4, "text_en": "Sir, the reason for that is, now many customers are saying that from our South region, from Tamil Nadu. But the problem with that is, they have just hired me now and told me to handle the South region here.", "text_native": "சார் அது எதுக்குன்னா இப்போ அது நிறைய கஸ்டமர்ஸ் அந்த மாதிரி சொல்லிட்டு இருக்கேன் நம்ம சவுத் ரீஜியன், இப்ப தமிழ்நாடுல இருந்து. பட் அதுக்கு பிரச்சனை என்னன்னா இப்போதான் அவங்க என்னைய ஹையர் பண்ணி இங்க சவுத் ரீஜியன் ஹேண்டில் பண்றதுக்கு சொன்னேன்." }, { "ucid": "21112178843587011", "idx": 10, "speaker": "customer", "start_s": 35.4, "end_s": 36.1, "text_en": "Oh, okay okay.", "text_native": "ஓ சரி சரிங்க." }, { "ucid": "21112178843587011", "idx": 11, "speaker": "agent", "start_s": 36.1, "end_s": 38.9, "text_en": "Yes, until now there was no one from here to handle the South region, that's it.", "text_native": "ஆமா, இதுவரைக்கும் இங்க இருந்து இல்ல சவுத் ரீஜியன் ஹேண்டில் பண்றதுக்கு அதுதான்." }, { "ucid": "21112178843587011", "idx": 12, "speaker": "customer", "start_s": 39.2, "end_s": 39.8, "text_en": "Oh, okay okay.", "text_native": "ஓ சரி சரி." }, { "ucid": "21112178843587011", "idx": 13, "speaker": "agent", "start_s": 40.2, "end_s": 42.9, "text_en": "Okay, I'll do one thing now. 9524534234 is your WhatsApp number, right?", "text_native": "சரி நான் ஒரு வேலை பண்றேன் இப்போ. 9524534234 உங்க WhatsApp நம்பர் தானே?" }, { "ucid": "21112178843587011", "idx": 14, "speaker": "customer", "start_s": 43.2, "end_s": 43.8, "text_en": "Yes sir.", "text_native": "ஆமாங்க சார்." }, { "ucid": "21112178843587011", "idx": 15, "speaker": "agent", "start_s": 44.2, "end_s": 49.8, "text_en": "Okay, I have put my details. I am sharing my WhatsApp number. From now on, if any requirement comes up, you can directly call me, I will help you.", "text_native": "சரி நான் என் டீடெயில்ஸ் போட்டு வச்சிருக்கிறேன். என் WhatsApp நம்பர் ஷேர் பண்றேன். இனிமேல் ஏதாவது ரெக்யர்மென்ட் வந்துச்சுன்னா நீங்க டைரக்ட்டா என்னைய கால் பண்ணுங்க, நான் ஹெல்ப் பண்றேன் உங்கள." }, { "ucid": "21112178843587011", "idx": 16, "speaker": "customer", "start_s": 50.1, "end_s": 51.0, "text_en": "Okay okay sir.", "text_native": "ஓகே ஓகே சார்." }, { "ucid": "21112178843587011", "idx": 17, "speaker": "agent", "start_s": 51.4, "end_s": 52.8, "text_en": "Okay sir. Thank you sir, thank you.", "text_native": "ஓகே சார். தேங்க்யூ சார், தேங்க்யூ." }, { "ucid": "21112178843587011", "idx": 18, "speaker": "customer", "start_s": 52.8, "end_s": 54.0, "text_en": "Okay thank you sir.", "text_native": "ஓகே தேங்க்யூ சார்." } ], "steps": [ { "ucid": "21112178843587011", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, greetings. This is Jeevan speaking. From JSW Steels, Mumbai office.", "comment": "The agent provided a polite and professional opening, stating his name and company." }, { "ucid": "21112178843587011", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "9524534234 is your WhatsApp number, right?", "comment": "The agent verified the customer's name and contact number, but did not ask about their procurement city or decision-making role." }, { "ucid": "21112178843587011", "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 ask any discovery questions about the customer's business, volume, or current procurement." }, { "ucid": "21112178843587011", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent mentioned the 'JSW One platform' but did not explain its features or benefits." }, { "ucid": "21112178843587011", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "do you have any requirement for HR coil or sheet for now?", "comment": "The agent asked about a current requirement, but when the customer confirmed a future need ('It's needed again'), the agent failed to capture the specifications." }, { "ucid": "21112178843587011", "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 passive instruction for the customer to call back if a need arises, not a specific next step like a quote or scheduled callback." } ], "objections": [], "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": [] }