{ "ucid": "21112178876538071", "call_date": "2026-09-07", "start_time": "2026-09-07 12:46:20", "end_time": "2026-09-07 12:48:26", "duration_sec": 126, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA53bdb43903c0a72e7bdb85af8ae83cfb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 738, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178876538071__DIA53bdb43903c0a72e7bdb85af8ae83cfb.mp3", "audio_bytes": 239760, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 79.92, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Uh, sorry sir, are you Mr. Gauri Shankar speaking? (அ, சாரி சார், மிஸ்டர் கௌரி சங்கர் பேசுறீங்களா?)\n[4s] CUSTOMER: Yes yes, tell me. (ஆமா ஆமா, சொல்லுங்க.)\n[5s] AGENT: Sir, sir I am Jeevan speaking, from the JSW One platform. Uh, sir just to ask if you have any HR, CR sheet or coil requirement. (சார், சார் நான் ஜீவன் பேசுறேன், JSW One platform ல இருந்து. அ, சார் ஜஸ்ட் உங்களுக்கு ஏதாவது HR, CR sheet ஓ, coil ஓ requirement இருக்கான்னு கேக்குறதுக்கு தான்.)\n[11s] CUSTOMER: Coil? (Coil ஆவா?)\n[12s] AGENT: Yes, coil, sheet, plate, anything. (ஆ, coil ஓ, sheet ஓ, plate ஓ எதாவது.)\n[14s] CUSTOMER: I am working. Some projects need it. (Work பண்ணிட்டு இருக்கேன். சில projects தேவைப்படுது.)\n[16s] AGENT: Okay.\n[17s] CUSTOMER: You also do JSW, right? Do you do it from Jindal? (நீங்க JSW யும் பண்றீங்களா? Jindal ல இருந்து பண்றீங்களா?)\n[20s] AGENT: Yes sir, on the JSW One platform we do Jindal steels, Tata Steel, we do all brands. (ஆமா சார், நாங்க JSW One platform ல Jindal steels ல பண்ணுவோம், Tata Steel, எல்லா brand டும் பண்ணுவோம்.)\n[25s] CUSTOMER: Okay, I will send you a section. Is this your WhatsApp message, is that your WhatsApp number? (Okay, நான் உங்களுக்கு ஒரு sections அனுப்பி விடுறேன். இது உங்கது WhatsApp மெசேஜ், WhatsApp நம்பரா அது?)\n[28s] AGENT: Okay okay. Okay I, no no, I will message you from my WhatsApp number. You can send it on that. (Okay okay. சரி நான், இல்ல இல்ல, நான் என் WhatsApp நம்பர்ல உங்களுக்கு மெசேஜ் பண்ணிடுறேன். நீங்க அதுலயே போடுங்க.)\n[32s] CUSTOMER: Have you done it already? (பண்ணிருக்கீங்களா already?)\n[33s] AGENT: No no, I'm about to do it, about to do it. It will come in two minutes. (இல்ல இல்ல, பண்ண போறேன், பண்ண போறேன். ஒரு two minutes ல வந்துடும்.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is some background noise on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "You must ask discovery questions to understand the customer's business before trying to get an order; you missed the chance to learn about their projects, volume, and needs.", "usp_relevance": "matched", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to ask about HR/CR requirements. The customer confirmed a need for some projects and, upon learning the agent represents a multi-brand platform, offered to send the requirement details via WhatsApp. The agent agreed and committed to sending their WhatsApp number to facilitate this.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, going directly into the reason for the call after confirming the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead of leading with a price or availability benefit, they immediately asked for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions to understand the customer's business, volume, or current procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, on the JSW One platform we do Jindal steels, Tata Steel, we do all brands.\", \"comment\": \"Agent successfully pitched the multi-brand platform USP in direct response to the customer's question about Jindal.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not attempt to capture any specific details of the requirement (grade, size, quantity) on the call, deferring to WhatsApp instead.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay I, no no, I will message you from my WhatsApp number. You can send it on that.\", \"comment\": \"Agent committed to a clear next step by promising to send a WhatsApp message to receive the customer's requirement.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You must ask discovery questions to understand the customer's business before trying to get an order; you missed the chance to learn about their projects, volume, and needs.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to ask about HR/CR requirements. The customer confirmed a need for some projects and, upon learning the agent represents a multi-brand platform, offered to send the requirement details via WhatsApp. The agent agreed and committed to sending their WhatsApp number to facilitate this.\"}", "error": null, "latency_ms": 29695, "input_tokens": 3128, "output_tokens": 746, "created_at": "2026-09-25 11:25:45", "sentiment": "positive", "sentiment_score": 0.52, "sentiment_confidence": "high", "pos": 13, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.644, "agent_talk_sec": 20.4, "customer_talk_sec": 11.3, "dead_air_sec": 94.3, "longest_monologue_sec": 5.4, "agent_wpm": 282.4, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 1, "words_agent": 96, "words_customer": 46, "monologue_heavy": 0, "turns": [ { "ucid": "21112178876538071", "idx": 0, "speaker": "agent", "start_s": 0.0, "end_s": 0.58, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178876538071", "idx": 1, "speaker": "customer", "start_s": 0.88, "end_s": 1.38, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178876538071", "idx": 2, "speaker": "agent", "start_s": 1.66, "end_s": 3.6, "text_en": "Uh, sorry sir, are you Mr. Gauri Shankar speaking?", "text_native": "அ, சாரி சார், மிஸ்டர் கௌரி சங்கர் பேசுறீங்களா?" }, { "ucid": "21112178876538071", "idx": 3, "speaker": "customer", "start_s": 3.9, "end_s": 4.9, "text_en": "Yes yes, tell me.", "text_native": "ஆமா ஆமா, சொல்லுங்க." }, { "ucid": "21112178876538071", "idx": 4, "speaker": "agent", "start_s": 4.9, "end_s": 10.3, "text_en": "Sir, sir I am Jeevan speaking, from the JSW One platform. Uh, sir just to ask if you have any HR, CR sheet or coil requirement.", "text_native": "சார், சார் நான் ஜீவன் பேசுறேன், JSW One platform ல இருந்து. அ, சார் ஜஸ்ட் உங்களுக்கு ஏதாவது HR, CR sheet ஓ, coil ஓ requirement இருக்கான்னு கேக்குறதுக்கு தான்." }, { "ucid": "21112178876538071", "idx": 5, "speaker": "customer", "start_s": 10.56, "end_s": 11.26, "text_en": "Coil?", "text_native": "Coil ஆவா?" }, { "ucid": "21112178876538071", "idx": 6, "speaker": "agent", "start_s": 11.6, "end_s": 13.7, "text_en": "Yes, coil, sheet, plate, anything.", "text_native": "ஆ, coil ஓ, sheet ஓ, plate ஓ எதாவது." }, { "ucid": "21112178876538071", "idx": 7, "speaker": "customer", "start_s": 14.28, "end_s": 16.2, "text_en": "I am working. Some projects need it.", "text_native": "Work பண்ணிட்டு இருக்கேன். சில projects தேவைப்படுது." }, { "ucid": "21112178876538071", "idx": 8, "speaker": "agent", "start_s": 16.46, "end_s": 16.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178876538071", "idx": 9, "speaker": "customer", "start_s": 16.8, "end_s": 19.6, "text_en": "You also do JSW, right? Do you do it from Jindal?", "text_native": "நீங்க JSW யும் பண்றீங்களா? Jindal ல இருந்து பண்றீங்களா?" }, { "ucid": "21112178876538071", "idx": 10, "speaker": "agent", "start_s": 19.6, "end_s": 24.1, "text_en": "Yes sir, on the JSW One platform we do Jindal steels, Tata Steel, we do all brands.", "text_native": "ஆமா சார், நாங்க JSW One platform ல Jindal steels ல பண்ணுவோம், Tata Steel, எல்லா brand டும் பண்ணுவோம்." }, { "ucid": "21112178876538071", "idx": 11, "speaker": "customer", "start_s": 24.9, "end_s": 28.4, "text_en": "Okay, I will send you a section. Is this your WhatsApp message, is that your WhatsApp number?", "text_native": "Okay, நான் உங்களுக்கு ஒரு sections அனுப்பி விடுறேன். இது உங்கது WhatsApp மெசேஜ், WhatsApp நம்பரா அது?" }, { "ucid": "21112178876538071", "idx": 12, "speaker": "agent", "start_s": 28.4, "end_s": 31.4, "text_en": "Okay okay. Okay I, no no, I will message you from my WhatsApp number. You can send it on that.", "text_native": "Okay okay. சரி நான், இல்ல இல்ல, நான் என் WhatsApp நம்பர்ல உங்களுக்கு மெசேஜ் பண்ணிடுறேன். நீங்க அதுலயே போடுங்க." }, { "ucid": "21112178876538071", "idx": 13, "speaker": "customer", "start_s": 31.6, "end_s": 32.5, "text_en": "Have you done it already?", "text_native": "பண்ணிருக்கீங்களா already?" }, { "ucid": "21112178876538071", "idx": 14, "speaker": "agent", "start_s": 33.0, "end_s": 35.5, "text_en": "No no, I'm about to do it, about to do it. It will come in two minutes.", "text_native": "இல்ல இல்ல, பண்ண போறேன், பண்ண போறேன். ஒரு two minutes ல வந்துடும்." } ], "steps": [ { "ucid": "21112178876538071", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, going directly into the reason for the call after confirming the customer's name." }, { "ucid": "21112178876538071", "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 deliver a hook; instead of leading with a price or availability benefit, they immediately asked for requirements." }, { "ucid": "21112178876538071", "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 to understand the customer's business, volume, or current procurement." }, { "ucid": "21112178876538071", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes sir, on the JSW One platform we do Jindal steels, Tata Steel, we do all brands.", "comment": "Agent successfully pitched the multi-brand platform USP in direct response to the customer's question about Jindal." }, { "ucid": "21112178876538071", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not attempt to capture any specific details of the requirement (grade, size, quantity) on the call, deferring to WhatsApp instead." }, { "ucid": "21112178876538071", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay I, no no, I will message you from my WhatsApp number. You can send it on that.", "comment": "Agent committed to a clear next step by promising to send a WhatsApp message to receive the customer's requirement." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL5 Qualify" ], "objection_phrases_list": [] }