{ "ucid": "21112178851559111", "call_date": "2026-09-04", "start_time": "2026-09-04 15:23:11", "end_time": "2026-09-04 15:24:56", "duration_sec": 105, "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/DIA98c2be7edfee2dac519c5737e137aa52.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 834, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851559111__DIA98c2be7edfee2dac519c5737e137aa52.mp3", "audio_bytes": 217728, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 72.576, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (ஹலோ?)\n[3s] AGENT: Yeah, hello, good afternoon. Am I talking to Mr. Sudarevan?\n[6s] CUSTOMER: Yes.\n[7s] AGENT: Sudarevan sir, greetings. I am Jeevan speaking from the JSW One platform. (Sudarevan sir, வணக்கம். நான் ஜீவன் பேசுறேன் JSW One platform-ல இருந்து.)\n[10s] CUSTOMER: Keeping it in the induction. Tell me. (Induction-ல வைக்கிறது. சொல்லுங்க.)\n[12s] AGENT: Sir, you have done a registration in the name of SMR Engineering on the JSW One platform. So for that, I'm calling to ask if there are any requirements. (Sir, SMR Engineering பேர்ல நீங்க ஒரு registration பண்ணிருக்காங்க JSW One platform-ல. அப்போ அதுக்காக தான், ஏதாவது requirement இருக்கான்னு கேக்குறதுக்கு.)\n[17s] CUSTOMER: No sir, right now I have a requirement, I have it. There is a regular requirement for 10 mm sheet. Monthly around 15 tons to 18 to 19 tons are needed. But now I can't, the customer has not given proper payment. So because of that, it's on hold for a bit. So maybe in one or two days it will be cleared, then I will book the material, sir. (இல்ல சார், இப்ப வந்து எனக்கு requirement, எனக்கு வந்து இருக்கு. 10 mm sheet regular requirement இருக்கு. Monthly ஒரு 15 tons to 18 to 19 tons தேவைப்படுது. But இப்போ வந்து என்னால, customer வந்து proper-ஆன payment குடுக்கல. So அதனால வந்து கொஞ்சம் hold-ல இருக்கு. So maybe one or two days-ல it will be cleared, then I will book the material, sir.)\n[33s] AGENT: Sure sir. Then I'll do one thing. This 7200747211 is your WhatsApp number, right? (Sure sir. அப்போ நான் ஒரு வேலை பண்ணிடுறேன். இந்த 7200747211 உங்க WhatsApp நம்பர் தானே?)\n[37s] CUSTOMER: Yes, yes. (ஆமா ஆமா.)\n[38s] AGENT: Okay, I'll send a message on it, from my personal number. When you... after all the issues are resolved, whenever the next requirement comes, just ping me, I will help you. (சரி, நான் ஒரு message போட்டு வெச்சிக்கிறேன் அதுல, என் personal number-ல இருந்து. நீங்க எப்போ issues எல்லாம் resolve பண்ணதுக்கு அப்புறம் எப்போ next requirement வருதோ, அத கொஞ்சம் ping பண்ணிடுங்க, நான் help பண்ணி தரேன்.)\n[45s] CUSTOMER: Okay.\n[46s] AGENT: Okay sir, thank you.\n[47s] CUSTOMER: Thank you.", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: There is some background conversation on the customer's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When the customer confirmed a large, regular requirement but mentioned a temporary hold, you should have proceeded with discovery to build value, instead of ending the call with a passive follow-up.", "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": "The agent contacted a registered user from SMR Engineering. The customer confirmed a regular monthly requirement of 15-19 tons of 10mm sheet, but stated their current need is on hold for 1-2 days due to a payment issue with their own client. The agent skipped discovery and pitching, ending the call by asking the customer to get in touch later.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, hello, good afternoon. Am I talking to Mr. Sudarevan? ... Sudarevan sir, greetings. I am Jeevan speaking from the JSW One platform.\", \"comment\": \"Agent successfully greeted, used the customer's name, and identified themself and JSW One.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead moving directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer volunteered their monthly tonnage, but the agent did not probe further.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"...I'm calling to ask if there are any requirements.\", \"comment\": \"Although the agent asked about requirements, they failed to capture the full qualifying details (width, grade, location) for the need the customer described.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"...whenever the next requirement comes, just ping me, I will help you.\", \"comment\": \"The next step is passive, placing the onus on the customer to re-engage, with no specific callback date committed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer confirmed a large, regular requirement but mentioned a temporary hold, you should have proceeded with discovery to build value, instead of ending the call with a passive follow-up.\", \"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\": \"The agent contacted a registered user from SMR Engineering. The customer confirmed a regular monthly requirement of 15-19 tons of 10mm sheet, but stated their current need is on hold for 1-2 days due to a payment issue with their own client. The agent skipped discovery and pitching, ending the call by asking the customer to get in touch later.\"}", "error": null, "latency_ms": 36283, "input_tokens": 3187, "output_tokens": 779, "created_at": "2026-09-25 11:30:20", "sentiment": "positive", "sentiment_score": 0.343, "sentiment_confidence": "high", "pos": 9, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.518, "agent_talk_sec": 21.7, "customer_talk_sec": 20.2, "dead_air_sec": 63.1, "longest_monologue_sec": 6.7, "agent_wpm": 276.5, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 2, "words_agent": 100, "words_customer": 84, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851559111", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.88, "text_en": "Hello?", "text_native": "ஹலோ?" }, { "ucid": "21112178851559111", "idx": 1, "speaker": "agent", "start_s": 2.6, "end_s": 5.5, "text_en": "Yeah, hello, good afternoon. Am I talking to Mr. Sudarevan?", "text_native": "Yeah, hello, good afternoon. Am I talking to Mr. Sudarevan?" }, { "ucid": "21112178851559111", "idx": 2, "speaker": "customer", "start_s": 5.8, "end_s": 6.16, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178851559111", "idx": 3, "speaker": "agent", "start_s": 7.0, "end_s": 9.9, "text_en": "Sudarevan sir, greetings. I am Jeevan speaking from the JSW One platform.", "text_native": "Sudarevan sir, வணக்கம். நான் ஜீவன் பேசுறேன் JSW One platform-ல இருந்து." }, { "ucid": "21112178851559111", "idx": 4, "speaker": "customer", "start_s": 10.0, "end_s": 11.8, "text_en": "Keeping it in the induction. Tell me.", "text_native": "Induction-ல வைக்கிறது. சொல்லுங்க." }, { "ucid": "21112178851559111", "idx": 5, "speaker": "agent", "start_s": 12.1, "end_s": 16.9, "text_en": "Sir, you have done a registration in the name of SMR Engineering on the JSW One platform. So for that, I'm calling to ask if there are any requirements.", "text_native": "Sir, SMR Engineering பேர்ல நீங்க ஒரு registration பண்ணிருக்காங்க JSW One platform-ல. அப்போ அதுக்காக தான், ஏதாவது requirement இருக்கான்னு கேக்குறதுக்கு." }, { "ucid": "21112178851559111", "idx": 6, "speaker": "customer", "start_s": 17.4, "end_s": 32.8, "text_en": "No sir, right now I have a requirement, I have it. There is a regular requirement for 10 mm sheet. Monthly around 15 tons to 18 to 19 tons are needed. But now I can't, the customer has not given proper payment. So because of that, it's on hold for a bit. So maybe in one or two days it will be cleared, then I will book the material, sir.", "text_native": "இல்ல சார், இப்ப வந்து எனக்கு requirement, எனக்கு வந்து இருக்கு. 10 mm sheet regular requirement இருக்கு. Monthly ஒரு 15 tons to 18 to 19 tons தேவைப்படுது. But இப்போ வந்து என்னால, customer வந்து proper-ஆன payment குடுக்கல. So அதனால வந்து கொஞ்சம் hold-ல இருக்கு. So maybe one or two days-ல it will be cleared, then I will book the material, sir." }, { "ucid": "21112178851559111", "idx": 7, "speaker": "agent", "start_s": 33.1, "end_s": 36.6, "text_en": "Sure sir. Then I'll do one thing. This 7200747211 is your WhatsApp number, right?", "text_native": "Sure sir. அப்போ நான் ஒரு வேலை பண்ணிடுறேன். இந்த 7200747211 உங்க WhatsApp நம்பர் தானே?" }, { "ucid": "21112178851559111", "idx": 8, "speaker": "customer", "start_s": 36.9, "end_s": 37.8, "text_en": "Yes, yes.", "text_native": "ஆமா ஆமா." }, { "ucid": "21112178851559111", "idx": 9, "speaker": "agent", "start_s": 38.1, "end_s": 44.8, "text_en": "Okay, I'll send a message on it, from my personal number. When you... after all the issues are resolved, whenever the next requirement comes, just ping me, I will help you.", "text_native": "சரி, நான் ஒரு message போட்டு வெச்சிக்கிறேன் அதுல, என் personal number-ல இருந்து. நீங்க எப்போ issues எல்லாம் resolve பண்ணதுக்கு அப்புறம் எப்போ next requirement வருதோ, அத கொஞ்சம் ping பண்ணிடுங்க, நான் help பண்ணி தரேன்." }, { "ucid": "21112178851559111", "idx": 10, "speaker": "customer", "start_s": 44.9, "end_s": 45.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851559111", "idx": 11, "speaker": "agent", "start_s": 45.9, "end_s": 46.8, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." }, { "ucid": "21112178851559111", "idx": 12, "speaker": "customer", "start_s": 47.0, "end_s": 47.7, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178851559111", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yeah, hello, good afternoon. Am I talking to Mr. Sudarevan? ... Sudarevan sir, greetings. I am Jeevan speaking from the JSW One platform.", "comment": "Agent successfully greeted, used the customer's name, and identified themself and JSW One." }, { "ucid": "21112178851559111", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook, instead moving directly to asking for requirements." }, { "ucid": "21112178851559111", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions; the customer volunteered their monthly tonnage, but the agent did not probe further." }, { "ucid": "21112178851559111", "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 performed, and consequently no relevant USPs were pitched." }, { "ucid": "21112178851559111", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "...I'm calling to ask if there are any requirements.", "comment": "Although the agent asked about requirements, they failed to capture the full qualifying details (width, grade, location) for the need the customer described." }, { "ucid": "21112178851559111", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "...whenever the next requirement comes, just ping me, I will help you.", "comment": "The next step is passive, placing the onus on the customer to re-engage, with no specific callback date committed by the agent." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }