{
  "ucid": "21112178877450392",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 15:18:23",
  "end_time": "2026-09-07 15:20:46",
  "duration_sec": 143,
  "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/DIA491996d8bc9bebe52bc8a77c002deff2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 719,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178877450392__DIA491996d8bc9bebe52bc8a77c002deff2.mp3",
  "audio_bytes": 360936,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 120.312,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello, greetings sir. Is this Mr. Sundaramoorthy Chinnasamy?   (ஹலோ வணக்கம் சார். இது சுந்தரமூர்த்தி சின்னசாமி சார் தானே?)\n[5s] CUSTOMER: Tell me.   (சொல்லுங்க.)\n[6s] AGENT: Sir, I am Jeevan speaking from the JSW One platform.   (சார் நான் ஜீவன் பேசுறேங்க JSW One பிளாட்பார்ம்ல இருந்து.)\n[8s] CUSTOMER: Tell me, sir.   (சொல்லுங்க சார்.)\n[9s] AGENT: Do you have any requirement right now, sir? For HR CR sheet, coil?   (நீங்க இப்போதைக்கு ஏதாவது உங்களுக்கு requirement இருக்கா சார்? HR CR sheet, coil-க்காக?)\n[12s] CUSTOMER: There is, sir, it will take about 10 days, sir.   (இருக்கு சார், ஒரு 10 days ஆயிரும் சார்.)\n[14s] AGENT: How much?   (எவ்ளோ?)\n[15s] CUSTOMER: It will take about 10 days, sir.   (ஒரு 10 days ஆகும் சார்.)\n[16s] AGENT: It will take that long? It's okay, it's okay. I'll do one thing, sir. This is your WhatsApp number, right?   (ஆயிடுமா? பரவாயில்ல பரவாயில்ல. ஒரு வேலை பண்றேன் நான் சார். இது உங்க WhatsApp நம்பர் தானே?)\n[19s] CUSTOMER: Yes, it is.   (ஆமாம்ங்க.)\n[20s] AGENT: Okay, I have sent a text to this WhatsApp number. Whether it's 10 days or 15 days, whenever the requirement comes, just message me then, I will help you.   (சரி, நான் இந்த WhatsApp நம்பர்ல நான் டெக்ஸ்ட் போட்டு வச்சிருக்கிறேன். நீங்க பத்து நாளா, பதினஞ்சு நாளா, என்னைக்கு requirement வருதோ அன்னைக்கு கொஞ்சம் மெசேஜ் பண்ணு, நான் உங்களை ஹெல்ப் பண்றேன்.)\n[25s] CUSTOMER: Okay.\n[26s] CUSTOMER: Okay, what is the rate for HR now?   (சரி இப்ப என்ன சார் போகுது HR வந்து ரேட்?)\n[28s] AGENT: HR is, one minute.   (HR வந்து ஒரு நிமிஷம்.)\n[28s] CUSTOMER: Plates.\n[29s] AGENT: Plates, okay.\n[30s] CUSTOMER: Saroj!   (சரோஜ்!)\n[32s] AGENT: Okay.\n[33s] AGENT: Sir, HR plates now, the rate available in Chennai will be 62 400.   (சார் HR plates வந்து இப்போ சென்னை கிடைக்கிற ரேட் 62 400 வரும்.)\n[36s] CUSTOMER: 62 400. What is this sir, is it 250 or 350?   (62 400. இது என்ன சார் 250-யா இல்ல 350-ங்களா?)\n[38s] AGENT: What what, I didn't understand?   (என்ன என்ன புரியல?)\n[40s] CUSTOMER: I'm asking if the grade is 250 or 350.   (Grade 250-யா இல்ல 350-யான்னு கேக்குறேன்.)\n[41s] AGENT: Oh this, this, what to say, the grade, right? This, this is 250A.   (ஓ இது இது என்ன சொல்ல grade தானே? இது இது வந்து 250A.)\n[44s] CUSTOMER: 250.\n[44s] CUSTOMER: Okay.   (சரி.)\n[45s] CUSTOMER: 62 400, is it?   (62 400-ங்களா?)\n[46s] AGENT: Yes, 62 400. If you purchase it as a coil, it will become 62 150.   (ஆமா, 62 400. அது நீங்க coil-ஆ purchase பண்ணுனா அது 62 150 ஆயிடும்.)\n[49s] CUSTOMER: Okay, no no. We will, we will buy it as cut-to-length only, sir.   (ஓகே, இல்ல இல்ல. நாம வந்து இதா தான், நம்ம cut-to-length-ஆ தான் வாங்குவோம் சார்.)\n[52s] AGENT: You buy it as cut-to-length? Oh okay okay. Okay, this 62 400, that is today's rate, delivered price for you.   (Cut-to-length-ஆக வாங்குவீங்களா? ஓ ஓகே ஓகே. சரி, இது 62 400, அது இன்னைக்கு ரேட், delivered price உங்களுக்கு.)\n[55s] CUSTOMER: Okay okay.\n[56s] CUSTOMER: Okay, then I will call.   (சரி அப்ப நான் கூப்பிடுறேன்.)\n[57s] AGENT: Okay sir, okay. Thank you so much.\n[58s] CUSTOMER: Thank you.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: The customer briefly speaks to someone else in the background.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "33 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": 0.0,
  "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\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must control the call by following the pitch structure; you skipped discovery entirely and instead let the customer lead the conversation.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent asked for a requirement, and the customer mentioned a need in 10 days. The customer then had to ask for the price of HR plates. The agent provided a price for grade 250A and the call ended with the customer stating they would call back when needed. No discovery was performed and no firm next step was established by the agent.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now, sir? For HR CR sheet, coil?\", \"comment\": \"Agent greeted and identified but failed to ask for permission to speak, jumping directly to a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, such as what they manufacture or their monthly tonnage.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was limited to a price quotation.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"It will take that long? It's okay, it's okay. I'll do one thing, sir.\", \"comment\": \"Although a future requirement was mentioned, the agent did not attempt to capture critical details like quantity, thickness, or width.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"whenever the requirement comes, just message me then, I will help you.\", \"comment\": \"Agent did not set a committed next step, placing the onus on the customer to re-initiate contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must control the call by following the pitch structure; you skipped discovery entirely and instead let the customer lead the conversation.\", \"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 asked for a requirement, and the customer mentioned a need in 10 days. The customer then had to ask for the price of HR plates. The agent provided a price for grade 250A and the call ended with the customer stating they would call back when needed. No discovery was performed and no firm next step was established by the agent.\"}",
  "error": null,
  "latency_ms": 30782,
  "input_tokens": 3716,
  "output_tokens": 749,
  "created_at": "2026-09-25 11:24:47",
  "sentiment": "positive",
  "sentiment_score": 0.483,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 1,
  "lex_hits": 14,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.658,
  "agent_talk_sec": 35.4,
  "customer_talk_sec": 18.4,
  "dead_air_sec": 89.2,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 278.0,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 18,
  "discovery_qs": 9,
  "words_agent": 164,
  "words_customer": 86,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877450392",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 5.0,
      "text_en": "Hello, greetings sir. Is this Mr. Sundaramoorthy Chinnasamy?",
      "text_native": "ஹலோ வணக்கம் சார். இது சுந்தரமூர்த்தி சின்னசாமி சார் தானே?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.21,
      "end_s": 5.9,
      "text_en": "Tell me.",
      "text_native": "சொல்லுங்க."
    },
    {
      "ucid": "21112178877450392",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 8.5,
      "text_en": "Sir, I am Jeevan speaking from the JSW One platform.",
      "text_native": "சார் நான் ஜீவன் பேசுறேங்க JSW One பிளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178877450392",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.5,
      "end_s": 9.1,
      "text_en": "Tell me, sir.",
      "text_native": "சொல்லுங்க சார்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.1,
      "end_s": 12.5,
      "text_en": "Do you have any requirement right now, sir? For HR CR sheet, coil?",
      "text_native": "நீங்க இப்போதைக்கு ஏதாவது உங்களுக்கு requirement இருக்கா சார்? HR CR sheet, coil-க்காக?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 14.2,
      "text_en": "There is, sir, it will take about 10 days, sir.",
      "text_native": "இருக்கு சார், ஒரு 10 days ஆயிரும் சார்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 6,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 14.6,
      "text_en": "How much?",
      "text_native": "எவ்ளோ?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.8,
      "text_en": "It will take about 10 days, sir.",
      "text_native": "ஒரு 10 days ஆகும் சார்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 19.2,
      "text_en": "It will take that long? It's okay, it's okay. I'll do one thing, sir. This is your WhatsApp number, right?",
      "text_native": "ஆயிடுமா? பரவாயில்ல பரவாயில்ல. ஒரு வேலை பண்றேன் நான் சார். இது உங்க WhatsApp நம்பர் தானே?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 19.8,
      "text_en": "Yes, it is.",
      "text_native": "ஆமாம்ங்க."
    },
    {
      "ucid": "21112178877450392",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 25.0,
      "text_en": "Okay, I have sent a text to this WhatsApp number. Whether it's 10 days or 15 days, whenever the requirement comes, just message me then, I will help you.",
      "text_native": "சரி, நான் இந்த WhatsApp நம்பர்ல நான் டெக்ஸ்ட் போட்டு வச்சிருக்கிறேன். நீங்க பத்து நாளா, பதினஞ்சு நாளா, என்னைக்கு requirement வருதோ அன்னைக்கு கொஞ்சம் மெசேஜ் பண்ணு, நான் உங்களை ஹெல்ப் பண்றேன்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 25.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178877450392",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.8,
      "end_s": 27.5,
      "text_en": "Okay, what is the rate for HR now?",
      "text_native": "சரி இப்ப என்ன சார் போகுது HR வந்து ரேட்?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 28.5,
      "text_en": "HR is, one minute.",
      "text_native": "HR வந்து ஒரு நிமிஷம்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 29.0,
      "text_en": "Plates.",
      "text_native": "Plates."
    },
    {
      "ucid": "21112178877450392",
      "idx": 15,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 29.8,
      "text_en": "Plates, okay.",
      "text_native": "Plates, okay."
    },
    {
      "ucid": "21112178877450392",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 31.0,
      "text_en": "Saroj!",
      "text_native": "சரோஜ்!"
    },
    {
      "ucid": "21112178877450392",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.8,
      "end_s": 32.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178877450392",
      "idx": 18,
      "speaker": "agent",
      "start_s": 32.6,
      "end_s": 35.8,
      "text_en": "Sir, HR plates now, the rate available in Chennai will be 62 400.",
      "text_native": "சார் HR plates வந்து இப்போ சென்னை கிடைக்கிற ரேட் 62 400 வரும்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 19,
      "speaker": "customer",
      "start_s": 35.8,
      "end_s": 38.0,
      "text_en": "62 400. What is this sir, is it 250 or 350?",
      "text_native": "62 400. இது என்ன சார் 250-யா இல்ல 350-ங்களா?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 20,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 39.5,
      "text_en": "What what, I didn't understand?",
      "text_native": "என்ன என்ன புரியல?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 21,
      "speaker": "customer",
      "start_s": 39.5,
      "end_s": 41.0,
      "text_en": "I'm asking if the grade is 250 or 350.",
      "text_native": "Grade 250-யா இல்ல 350-யான்னு கேக்குறேன்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 22,
      "speaker": "agent",
      "start_s": 41.0,
      "end_s": 44.0,
      "text_en": "Oh this, this, what to say, the grade, right? This, this is 250A.",
      "text_native": "ஓ இது இது என்ன சொல்ல grade தானே? இது இது வந்து 250A."
    },
    {
      "ucid": "21112178877450392",
      "idx": 23,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 44.5,
      "text_en": "250.",
      "text_native": "250."
    },
    {
      "ucid": "21112178877450392",
      "idx": 24,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 44.8,
      "text_en": "Okay.",
      "text_native": "சரி."
    },
    {
      "ucid": "21112178877450392",
      "idx": 25,
      "speaker": "customer",
      "start_s": 44.8,
      "end_s": 45.5,
      "text_en": "62 400, is it?",
      "text_native": "62 400-ங்களா?"
    },
    {
      "ucid": "21112178877450392",
      "idx": 26,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 48.8,
      "text_en": "Yes, 62 400. If you purchase it as a coil, it will become 62 150.",
      "text_native": "ஆமா, 62 400. அது நீங்க coil-ஆ purchase பண்ணுனா அது 62 150 ஆயிடும்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 27,
      "speaker": "customer",
      "start_s": 48.8,
      "end_s": 51.8,
      "text_en": "Okay, no no. We will, we will buy it as cut-to-length only, sir.",
      "text_native": "ஓகே, இல்ல இல்ல. நாம வந்து இதா தான், நம்ம cut-to-length-ஆ தான் வாங்குவோம் சார்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 28,
      "speaker": "agent",
      "start_s": 51.8,
      "end_s": 55.2,
      "text_en": "You buy it as cut-to-length? Oh okay okay. Okay, this 62 400, that is today's rate, delivered price for you.",
      "text_native": "Cut-to-length-ஆக வாங்குவீங்களா? ஓ ஓகே ஓகே. சரி, இது 62 400, அது இன்னைக்கு ரேட், delivered price உங்களுக்கு."
    },
    {
      "ucid": "21112178877450392",
      "idx": 29,
      "speaker": "customer",
      "start_s": 55.2,
      "end_s": 55.8,
      "text_en": "Okay okay.",
      "text_native": "Okay okay."
    },
    {
      "ucid": "21112178877450392",
      "idx": 30,
      "speaker": "customer",
      "start_s": 55.8,
      "end_s": 56.8,
      "text_en": "Okay, then I will call.",
      "text_native": "சரி அப்ப நான் கூப்பிடுறேன்."
    },
    {
      "ucid": "21112178877450392",
      "idx": 31,
      "speaker": "agent",
      "start_s": 56.8,
      "end_s": 58.0,
      "text_en": "Okay sir, okay. Thank you so much.",
      "text_native": "Okay sir, okay. Thank you so much."
    },
    {
      "ucid": "21112178877450392",
      "idx": 32,
      "speaker": "customer",
      "start_s": 58.2,
      "end_s": 58.8,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178877450392",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement right now, sir? For HR CR sheet, coil?",
      "comment": "Agent greeted and identified but failed to ask for permission to speak, jumping directly to a requirement check."
    },
    {
      "ucid": "21112178877450392",
      "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 opening with a direct question about requirements."
    },
    {
      "ucid": "21112178877450392",
      "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 about the customer's business, such as what they manufacture or their monthly tonnage."
    },
    {
      "ucid": "21112178877450392",
      "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; the conversation was limited to a price quotation."
    },
    {
      "ucid": "21112178877450392",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "It will take that long? It's okay, it's okay. I'll do one thing, sir.",
      "comment": "Although a future requirement was mentioned, the agent did not attempt to capture critical details like quantity, thickness, or width."
    },
    {
      "ucid": "21112178877450392",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "whenever the requirement comes, just message me then, I will help you.",
      "comment": "Agent did not set a committed next step, placing the onus on the customer to re-initiate contact."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}