{
  "ucid": "21112178878214291",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 17:25:42",
  "end_time": "2026-09-07 17:27:19",
  "duration_sec": 97,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrong_Number",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2276cb9280ffac851656918cfa5ca4e5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 672,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178878214291__DIA2276cb9280ffac851656918cfa5ca4e5.mp3",
  "audio_bytes": 176472,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 58.824,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello sir, tell me sir.   (ஹலோ சார், சொல்லுங்க சார்.)\n[2s] AGENT: Yesterday this... Sir, what happened, the client isn't replying yet?   (நேத்து இது... சார், என்னாச்சு client இதுவரைக்கும் reply பண்ண மாட்டேங்கிறாரு?)\n[5s] CUSTOMER: He seems to be making enquiries about your place.   (அவரு உங்க ஊரெல்லாம் enquiry பண்ணிக்கிறாங்க போல இருக்குது.)\n[8s] AGENT: What sir?   (என்ன சார்?)\n[8s] CUSTOMER: They seem to be making enquiries about your place, sir.   (உங்க ஊரெல்லாம் enquiry பண்ணிட்டு இருக்கிறாங்க போல இருக்குது சார்.)\n[11s] AGENT: Yes, until then reply...   (ஆமா, அதுவரைக்கும் reply...)\n[12s] CUSTOMER: That is, ten days ago, ten fifteen days, that is, they placed the order in the middle of August.   (அதாவது ten days முன்னாடி, ten fifteen days, அதாவது August மிடில்ல எடுத்திருக்காங்க order.)\n[18s] AGENT: Okay.\n[19s] CUSTOMER: So the rate was a low rate, wasn't it? At that time it was four or five rupees less.   (அதனால rate கம்மி rate இல்லைங்களா, அப்போ ஒரு நாலு ரூபா, அஞ்சு ரூபா கம்மியா இருந்தது.)\n[22s] AGENT: Oh, it was less that day, but now the Indian [price] has increased, sir.   (ஓ, அன்னைக்கு கம்மியா இருக்கு, ஆனா இப்போ Indian ஜாஸ்தி ஆயிருச்சு சார்.)\n[25s] CUSTOMER: Yes yes, today it has increased, see.   (ஆமா ஆமா, இன்னைக்கு இன்னைக்கு increase ஆயிருக்கு பாருங்க.)\n[27s] CUSTOMER: So what has happened is, they are incurring a loss, the client.   (அதனால என்ன ஆயிருக்குன்னா, அவங்களுக்கு loss ஆகுது client-க்கு.)\n[29s] CUSTOMER: So I don't know what they are doing by applying above. They have asked the client above for a revised price.   (சோ அவங்க மேல apply பண்ணி என்ன பண்ணிட்டு இருக்காங்கன்னு தெரியல. மேல client கிட்ட revised price கேட்டிருக்காங்க.)\n[32s] AGENT: Okay okay. I will talk to the client like that and tell me what the update is, sir. Then I will send you the revised price.   (சரி சரி. நான் அந்த மாதிரி client கிட்ட பேசி என்ன update-ன்னு சொல்லுங்க சார். அப்போ நான் revised price உங்களுக்கு அனுப்புறேன்.)\n[36s] CUSTOMER: Okay sir, okay sir, okay sir.   (சரிங்க சார், சரிங்க சார், சரிங்க சார்.)\n[36s] AGENT: Okay sir, thank you sir.   (சரி சார், thank you சார்.)\n[38s] CUSTOMER: Okay, thank you, thank you sir.   (Okay, thank you, thank you சார்.)\n[38s] CUSTOMER: Okay.\n[39s] UNKNOWN: Thanks.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": "Even on a follow-up call, you must control the conversation. When a customer explains a pricing problem, take ownership by proposing a concrete solution, like a new quote, instead of passively waiting for them to get back to you.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "This was a follow-up call. The customer, who appears to be a trader, explained that a market price increase since a previous order was placed is causing a loss for their end-client. The agent acknowledged the price change but did not propose a solution, instead asking the customer to provide an update. The call ended without a firm next step or resolution.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not introduce themselves, the company, or ask for permission to speak, instead jumping directly into a follow-up.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No hook was delivered as the call was treated as a follow-up on a previous conversation.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was entirely about a pricing issue on a past order.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to qualify for a new or current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step was vague and placed the onus on the customer to provide an update, rather than being a firm agent commitment.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Even on a follow-up call, you must control the conversation. When a customer explains a pricing problem, take ownership by proposing a concrete solution, like a new quote, instead of passively waiting for them to get back to you.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"So the rate was a low rate, wasn't it? At that time it was four or five rupees less.\", \"response\": \"Oh, it was less that day, but now the Indian [price] has increased, sir.\"}], \"call_summary\": \"This was a follow-up call. The customer, who appears to be a trader, explained that a market price increase since a previous order was placed is causing a loss for their end-client. The agent acknowledged the price change but did not propose a solution, instead asking the customer to provide an update. The call ended without a firm next step or resolution.\"}",
  "error": null,
  "latency_ms": 31577,
  "input_tokens": 3242,
  "output_tokens": 790,
  "created_at": "2026-09-25 11:22:42",
  "sentiment": "positive",
  "sentiment_score": 0.765,
  "sentiment_confidence": "high",
  "pos": 22,
  "neg": 2,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.335,
  "agent_talk_sec": 12.5,
  "customer_talk_sec": 24.8,
  "dead_air_sec": 59.7,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 302.4,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 11,
  "discovery_qs": 2,
  "words_agent": 63,
  "words_customer": 115,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178878214291",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.37,
      "end_s": 1.01,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178878214291",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.4,
      "end_s": 2.4,
      "text_en": "Hello sir, tell me sir.",
      "text_native": "ஹலோ சார், சொல்லுங்க சார்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 4.98,
      "text_en": "Yesterday this... Sir, what happened, the client isn't replying yet?",
      "text_native": "நேத்து இது... சார், என்னாச்சு client இதுவரைக்கும் reply பண்ண மாட்டேங்கிறாரு?"
    },
    {
      "ucid": "21112178878214291",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 7.46,
      "text_en": "He seems to be making enquiries about your place.",
      "text_native": "அவரு உங்க ஊரெல்லாம் enquiry பண்ணிக்கிறாங்க போல இருக்குது."
    },
    {
      "ucid": "21112178878214291",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 8.3,
      "text_en": "What sir?",
      "text_native": "என்ன சார்?"
    },
    {
      "ucid": "21112178878214291",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.5,
      "end_s": 10.9,
      "text_en": "They seem to be making enquiries about your place, sir.",
      "text_native": "உங்க ஊரெல்லாம் enquiry பண்ணிட்டு இருக்கிறாங்க போல இருக்குது சார்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 11.9,
      "text_en": "Yes, until then reply...",
      "text_native": "ஆமா, அதுவரைக்கும் reply..."
    },
    {
      "ucid": "21112178878214291",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.9,
      "end_s": 18.4,
      "text_en": "That is, ten days ago, ten fifteen days, that is, they placed the order in the middle of August.",
      "text_native": "அதாவது ten days முன்னாடி, ten fifteen days, அதாவது August மிடில்ல எடுத்திருக்காங்க order."
    },
    {
      "ucid": "21112178878214291",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.4,
      "end_s": 18.9,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178878214291",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 22.0,
      "text_en": "So the rate was a low rate, wasn't it? At that time it was four or five rupees less.",
      "text_native": "அதனால rate கம்மி rate இல்லைங்களா, அப்போ ஒரு நாலு ரூபா, அஞ்சு ரூபா கம்மியா இருந்தது."
    },
    {
      "ucid": "21112178878214291",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 25.0,
      "text_en": "Oh, it was less that day, but now the Indian [price] has increased, sir.",
      "text_native": "ஓ, அன்னைக்கு கம்மியா இருக்கு, ஆனா இப்போ Indian ஜாஸ்தி ஆயிருச்சு சார்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 26.8,
      "text_en": "Yes yes, today it has increased, see.",
      "text_native": "ஆமா ஆமா, இன்னைக்கு இன்னைக்கு increase ஆயிருக்கு பாருங்க."
    },
    {
      "ucid": "21112178878214291",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 29.0,
      "text_en": "So what has happened is, they are incurring a loss, the client.",
      "text_native": "அதனால என்ன ஆயிருக்குன்னா, அவங்களுக்கு loss ஆகுது client-க்கு."
    },
    {
      "ucid": "21112178878214291",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 32.1,
      "text_en": "So I don't know what they are doing by applying above. They have asked the client above for a revised price.",
      "text_native": "சோ அவங்க மேல apply பண்ணி என்ன பண்ணிட்டு இருக்காங்கன்னு தெரியல. மேல client கிட்ட revised price கேட்டிருக்காங்க."
    },
    {
      "ucid": "21112178878214291",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 35.5,
      "text_en": "Okay okay. I will talk to the client like that and tell me what the update is, sir. Then I will send you the revised price.",
      "text_native": "சரி சரி. நான் அந்த மாதிரி client கிட்ட பேசி என்ன update-ன்னு சொல்லுங்க சார். அப்போ நான் revised price உங்களுக்கு அனுப்புறேன்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.5,
      "end_s": 36.5,
      "text_en": "Okay sir, okay sir, okay sir.",
      "text_native": "சரிங்க சார், சரிங்க சார், சரிங்க சார்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 16,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 37.5,
      "text_en": "Okay sir, thank you sir.",
      "text_native": "சரி சார், thank you சார்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 17,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 38.5,
      "text_en": "Okay, thank you, thank you sir.",
      "text_native": "Okay, thank you, thank you சார்."
    },
    {
      "ucid": "21112178878214291",
      "idx": 18,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178878214291",
      "idx": 19,
      "speaker": "unknown",
      "start_s": 39.4,
      "end_s": 39.9,
      "text_en": "Thanks.",
      "text_native": "Thanks."
    }
  ],
  "steps": [
    {
      "ucid": "21112178878214291",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not introduce themselves, the company, or ask for permission to speak, instead jumping directly into a follow-up."
    },
    {
      "ucid": "21112178878214291",
      "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 as the call was treated as a follow-up on a previous conversation."
    },
    {
      "ucid": "21112178878214291",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked; the conversation was entirely about a pricing issue on a past order."
    },
    {
      "ucid": "21112178878214291",
      "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 during the call."
    },
    {
      "ucid": "21112178878214291",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not attempt to qualify for a new or current requirement."
    },
    {
      "ucid": "21112178878214291",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The next step was vague and placed the onus on the customer to provide an update, rather than being a firm agent commitment."
    }
  ],
  "objections": [
    {
      "ucid": "21112178878214291",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "So the rate was a low rate, wasn't it? At that time it was four or five rupees less.",
      "response": "Oh, it was less that day, but now the Indian [price] has increased, sir."
    }
  ],
  "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": []
}