{
  "ucid": "21112178878301151",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 17:40:11",
  "end_time": "2026-09-07 17:41:36",
  "duration_sec": 85,
  "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/DIAffc15275869228a84b916e5218d143a2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 668,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178878301151__DIAffc15275869228a84b916e5218d143a2.mp3",
  "audio_bytes": 182520,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 60.84,
  "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 hello, am I talking to Sri Raghavi Platers?\n[4s] CUSTOMER: Yes sir.\n[5s] AGENT: Sir, this is Jeevan calling from JSW platform.\n[7s] CUSTOMER: Okay.\n[8s] AGENT: Sir, this is... you have placed an enquiry in the name of Sri Raghavi Platers, I am calling regarding that. Do you have any requirement now, sir?   (Sir idhu idhu vandhu neenga Sri Raghavi Platers perla oru enquiry pottirukangala adhu adhu kaaga pesuradhudha? Edhavadhu requirement irukka ippo sir?)\n[13s] CUSTOMER: Sir six point, sir of six mm, of MS.   (Sir six point, sir six mm oda, MS oda.)\n[16s] AGENT: Sir your voice is breaking. What sir?   (Sir unga voice break aagudhu. Enna sir?)\n[18s] CUSTOMER: Sir EN8 grade [inaudible] sir.\n[21s] AGENT: Sir, I can't hear your voice. Okay, no problem, please confirm this, this 81248060500 is your WhatsApp number, right?   (Sir unga voice ketkala. Seri paravalla konjam idhu confirm pannunga, indha 81248060500 unga WhatsApp number thaane?)\n[26s] CUSTOMER: Yes sir, yes sir.   (Aama sir, aama sir.)\n[27s] AGENT: Ah okay, okay. Okay sir, I will WhatsApp on that number now. Send the details on that number, I will check the pricing and tell you.   (Ah okay, okay. Seri sir, naan ippo andha number la WhatsApp panren. Andha number la details anuppu, naan pricing kettu solren.)\n[32s] CUSTOMER: Ah okay, okay sir, I'll do it, okay.   (Ah okay, okay sir, panren, okay.)\n[34s] AGENT: Sir, what is your name?   (Sir unga peru enna?)\n[35s] CUSTOMER: My name is Senthil, Senthil Kumar [inaudible].   (En peru Senthil, Senthil Kumar [inaudible].)\n[37s] AGENT: That is also not clear. No problem sir, I will message on WhatsApp.   (Adhuvum clear aagala. Paravalla sir, naan WhatsApp la message panren.)\n[40s] CUSTOMER: Ah okay, okay.\n[41s] AGENT: Okay, okay.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "noisy: The customer's line is very poor, with their voice frequently breaking up and becoming inaudible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "amber",
  "band_reason": "audio reported as 'very poor' - transcript reliability reduced",
  "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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When faced with poor audio, you correctly pivoted to WhatsApp. However, try to open the call with a hook before asking for a requirement to build more value upfront.",
  "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": 1,
  "material_detected": "EN8 grade",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from 'Sri Raghavi Platers'. The customer immediately stated a requirement for EN8 grade steel, but the call quality was poor, preventing clear communication. The agent successfully pivoted the conversation to WhatsApp to capture the details and provide a price, setting a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Jeevan calling from JSW platform.\", \"comment\": \"The agent successfully introduced themself, the company, and used the customer's company name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately asked for a requirement and then dealt with poor audio.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done and the call was cut short by audio issues.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement now, sir?\", \"comment\": \"The agent asked for a requirement and, despite poor audio, made a clear attempt to capture it by moving to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay sir, I will WhatsApp on that number now. Send the details on that number, I will check the pricing and tell you.\", \"comment\": \"A clear next step was established and agreed upon by both parties.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When faced with poor audio, you correctly pivoted to WhatsApp. However, try to open the call with a hook before asking for a requirement to build more value upfront.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"EN8 grade\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from 'Sri Raghavi Platers'. The customer immediately stated a requirement for EN8 grade steel, but the call quality was poor, preventing clear communication. The agent successfully pivoted the conversation to WhatsApp to capture the details and provide a price, setting a clear next step.\"}",
  "error": null,
  "latency_ms": 40993,
  "input_tokens": 3173,
  "output_tokens": 727,
  "created_at": "2026-09-25 11:22:45",
  "sentiment": "positive",
  "sentiment_score": 0.34,
  "sentiment_confidence": "med",
  "pos": 6,
  "neg": 0,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.671,
  "agent_talk_sec": 25.9,
  "customer_talk_sec": 12.7,
  "dead_air_sec": 46.4,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 271.0,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 9,
  "discovery_qs": 6,
  "words_agent": 117,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178878301151",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 0.61,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 1,
      "speaker": "customer",
      "start_s": 0.84,
      "end_s": 1.34,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 3.99,
      "text_en": "Uh hello, am I talking to Sri Raghavi Platers?",
      "text_native": "Uh hello, am I talking to Sri Raghavi Platers?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.09,
      "end_s": 4.79,
      "text_en": "Yes sir.",
      "text_native": "Yes sir."
    },
    {
      "ucid": "21112178878301151",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.9,
      "end_s": 6.9,
      "text_en": "Sir, this is Jeevan calling from JSW platform.",
      "text_native": "Sir, this is Jeevan calling from JSW platform."
    },
    {
      "ucid": "21112178878301151",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178878301151",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.84,
      "end_s": 13.0,
      "text_en": "Sir, this is... you have placed an enquiry in the name of Sri Raghavi Platers, I am calling regarding that. Do you have any requirement now, sir?",
      "text_native": "Sir idhu idhu vandhu neenga Sri Raghavi Platers perla oru enquiry pottirukangala adhu adhu kaaga pesuradhudha? Edhavadhu requirement irukka ippo sir?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.24,
      "end_s": 15.8,
      "text_en": "Sir six point, sir of six mm, of MS.",
      "text_native": "Sir six point, sir six mm oda, MS oda."
    },
    {
      "ucid": "21112178878301151",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.04,
      "end_s": 17.8,
      "text_en": "Sir your voice is breaking. What sir?",
      "text_native": "Sir unga voice break aagudhu. Enna sir?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 20.5,
      "text_en": "Sir EN8 grade [inaudible] sir.",
      "text_native": "Sir EN8 grade [inaudible] sir."
    },
    {
      "ucid": "21112178878301151",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.6,
      "end_s": 25.5,
      "text_en": "Sir, I can't hear your voice. Okay, no problem, please confirm this, this 81248060500 is your WhatsApp number, right?",
      "text_native": "Sir unga voice ketkala. Seri paravalla konjam idhu confirm pannunga, indha 81248060500 unga WhatsApp number thaane?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.6,
      "end_s": 26.8,
      "text_en": "Yes sir, yes sir.",
      "text_native": "Aama sir, aama sir."
    },
    {
      "ucid": "21112178878301151",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 32.0,
      "text_en": "Ah okay, okay. Okay sir, I will WhatsApp on that number now. Send the details on that number, I will check the pricing and tell you.",
      "text_native": "Ah okay, okay. Seri sir, naan ippo andha number la WhatsApp panren. Andha number la details anuppu, naan pricing kettu solren."
    },
    {
      "ucid": "21112178878301151",
      "idx": 13,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 33.5,
      "text_en": "Ah okay, okay sir, I'll do it, okay.",
      "text_native": "Ah okay, okay sir, panren, okay."
    },
    {
      "ucid": "21112178878301151",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.6,
      "end_s": 34.5,
      "text_en": "Sir, what is your name?",
      "text_native": "Sir unga peru enna?"
    },
    {
      "ucid": "21112178878301151",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.7,
      "end_s": 37.0,
      "text_en": "My name is Senthil, Senthil Kumar [inaudible].",
      "text_native": "En peru Senthil, Senthil Kumar [inaudible]."
    },
    {
      "ucid": "21112178878301151",
      "idx": 16,
      "speaker": "agent",
      "start_s": 37.2,
      "end_s": 39.8,
      "text_en": "That is also not clear. No problem sir, I will message on WhatsApp.",
      "text_native": "Adhuvum clear aagala. Paravalla sir, naan WhatsApp la message panren."
    },
    {
      "ucid": "21112178878301151",
      "idx": 17,
      "speaker": "customer",
      "start_s": 39.9,
      "end_s": 40.8,
      "text_en": "Ah okay, okay.",
      "text_native": "Ah okay, okay."
    },
    {
      "ucid": "21112178878301151",
      "idx": 18,
      "speaker": "agent",
      "start_s": 40.9,
      "end_s": 41.5,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178878301151",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, this is Jeevan calling from JSW platform.",
      "comment": "The agent successfully introduced themself, the company, and used the customer's company name."
    },
    {
      "ucid": "21112178878301151",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook and went directly to asking for a requirement."
    },
    {
      "ucid": "21112178878301151",
      "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 agent immediately asked for a requirement and then dealt with poor audio."
    },
    {
      "ucid": "21112178878301151",
      "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 as no discovery was done and the call was cut short by audio issues."
    },
    {
      "ucid": "21112178878301151",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement now, sir?",
      "comment": "The agent asked for a requirement and, despite poor audio, made a clear attempt to capture it by moving to WhatsApp."
    },
    {
      "ucid": "21112178878301151",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay sir, I will WhatsApp on that number now. Send the details on that number, I will check the pricing and tell you.",
      "comment": "A clear next step was established and agreed upon by both parties."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}