{ "ucid": "21112178954151051", "call_date": "2026-09-16", "start_time": "2026-09-16 12:21:50", "end_time": "2026-09-16 12:22:55", "duration_sec": 65, "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/DIAa60afd40bccdc9330a788e5a3cc0ae1f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1759, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954151051__DIAa60afd40bccdc9330a788e5a3cc0ae1f.mp3", "audio_bytes": 124848, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.616, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (ஹலோ?)\n[1s] AGENT: Hello, greetings sir. I am from the JSW One platform. (ஹலோ, வணக்கம் சார். நான் JSW One platformல இருந்து.)\n[4s] CUSTOMER: What? (என்ன?)\n[5s] AGENT: From the JSW platform. You have registered here under the name Sarani Metal Laser Cutting. So, do you have any requirement for HR sheet or coil right now? (JSW platformல இருந்து. அப்போ நீங்க சரணி மெட்டல் லேசர் கட்டிங் பேர்ல இங்க registration போட்டுருக்காங்க. அப்போ இப்போதைக்கு ஏதாவது HR sheet-ஓ, coil-ஓ requirement இருக்கா?)\n[11s] CUSTOMER: Sir, sir has gone out for a bit. When sir comes, shall I ask him to speak? (சார், சார் கொஞ்சம் வெளிய போயிருக்காங்க. சார் வந்த உடனே அவங்க பேச சொல்லவா?)\n[15s] AGENT: Okay okay okay, no problem. (சரி சரி சரி, பரவால்ல.)\n[17s] AGENT: Is this your WhatsApp number now? (இப்போ இது உங்க WhatsApp number-ஆ?)\n[18s] CUSTOMER: Ah, yes sir, yes. (ஆ, ஆமா சார், ஆமா.)\n[19s] AGENT: Okay, I have sent a 'hi' message to this number from my number. When sir comes, please ask him to call. (சரி, நான் என் என் number வச்சு இந்த number-க்கு நான் high message போட்டு வச்சிருக்கிறேன். நீங்க சார் வரும்போது கொஞ்சம் call பண்ண சொல்லுங்க.)\n[23s] CUSTOMER: Okay, okay, okay. (ஓகே, ஓகே, ஓகே.)\n[25s] AGENT: Okay. Okay, thank you. (ஓகே. ஓகே, thank you.)\n[26s] CUSTOMER: Okay, thank you. (ஓகே, thank you.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The customer's side has some background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "After your introduction, you must deliver the supply-led hook to create interest before asking for requirements; you skipped this and went straight to a qualifying question, which is easy for a gatekeeper to dismiss.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent spoke with a gatekeeper at 'Sarani Metal Laser Cutting' who stated the decision-maker was unavailable. The agent skipped the hook and discovery, asking only if there was a current requirement. The call ended with the agent asking the gatekeeper to have the boss call back, without securing a specific follow-up time.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, greetings sir. I am from the JSW One platform... You have registered here under the name Sarani Metal Laser Cutting.\", \"comment\": \"Agent introduced JSW and used the company name, then correctly handled the gatekeeper's deflection without being pushy.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook entirely and jumped straight to a qualifying question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was cut short by a gatekeeper.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any requirement for HR sheet or coil right now?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not secure a specific callback time, instead passively asking the gatekeeper to have the boss call back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After your introduction, you must deliver the supply-led hook to create interest before asking for requirements; you skipped this and went straight to a qualifying question, which is easy for a gatekeeper to dismiss.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent spoke with a gatekeeper at 'Sarani Metal Laser Cutting' who stated the decision-maker was unavailable. The agent skipped the hook and discovery, asking only if there was a current requirement. The call ended with the agent asking the gatekeeper to have the boss call back, without securing a specific follow-up time.\"}", "error": null, "latency_ms": 30289, "input_tokens": 2976, "output_tokens": 724, "created_at": "2026-09-25 12:10:58", "sentiment": "positive", "sentiment_score": 0.54, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.692, "agent_talk_sec": 16.4, "customer_talk_sec": 7.3, "dead_air_sec": 41.3, "longest_monologue_sec": 6.2, "agent_wpm": 270.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 2, "words_agent": 74, "words_customer": 29, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954151051", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.68, "text_en": "Hello?", "text_native": "ஹலோ?" }, { "ucid": "21112178954151051", "idx": 1, "speaker": "agent", "start_s": 1.18, "end_s": 3.88, "text_en": "Hello, greetings sir. I am from the JSW One platform.", "text_native": "ஹலோ, வணக்கம் சார். நான் JSW One platformல இருந்து." }, { "ucid": "21112178954151051", "idx": 2, "speaker": "customer", "start_s": 4.2, "end_s": 4.58, "text_en": "What?", "text_native": "என்ன?" }, { "ucid": "21112178954151051", "idx": 3, "speaker": "agent", "start_s": 4.68, "end_s": 10.88, "text_en": "From the JSW platform. You have registered here under the name Sarani Metal Laser Cutting. So, do you have any requirement for HR sheet or coil right now?", "text_native": "JSW platformல இருந்து. அப்போ நீங்க சரணி மெட்டல் லேசர் கட்டிங் பேர்ல இங்க registration போட்டுருக்காங்க. அப்போ இப்போதைக்கு ஏதாவது HR sheet-ஓ, coil-ஓ requirement இருக்கா?" }, { "ucid": "21112178954151051", "idx": 4, "speaker": "customer", "start_s": 11.2, "end_s": 14.88, "text_en": "Sir, sir has gone out for a bit. When sir comes, shall I ask him to speak?", "text_native": "சார், சார் கொஞ்சம் வெளிய போயிருக்காங்க. சார் வந்த உடனே அவங்க பேச சொல்லவா?" }, { "ucid": "21112178954151051", "idx": 5, "speaker": "agent", "start_s": 15.2, "end_s": 16.3, "text_en": "Okay okay okay, no problem.", "text_native": "சரி சரி சரி, பரவால்ல." }, { "ucid": "21112178954151051", "idx": 6, "speaker": "agent", "start_s": 16.8, "end_s": 17.9, "text_en": "Is this your WhatsApp number now?", "text_native": "இப்போ இது உங்க WhatsApp number-ஆ?" }, { "ucid": "21112178954151051", "idx": 7, "speaker": "customer", "start_s": 18.2, "end_s": 19.1, "text_en": "Ah, yes sir, yes.", "text_native": "ஆ, ஆமா சார், ஆமா." }, { "ucid": "21112178954151051", "idx": 8, "speaker": "agent", "start_s": 19.3, "end_s": 23.4, "text_en": "Okay, I have sent a 'hi' message to this number from my number. When sir comes, please ask him to call.", "text_native": "சரி, நான் என் என் number வச்சு இந்த number-க்கு நான் high message போட்டு வச்சிருக்கிறேன். நீங்க சார் வரும்போது கொஞ்சம் call பண்ண சொல்லுங்க." }, { "ucid": "21112178954151051", "idx": 9, "speaker": "customer", "start_s": 23.4, "end_s": 24.4, "text_en": "Okay, okay, okay.", "text_native": "ஓகே, ஓகே, ஓகே." }, { "ucid": "21112178954151051", "idx": 10, "speaker": "agent", "start_s": 24.7, "end_s": 25.9, "text_en": "Okay. Okay, thank you.", "text_native": "ஓகே. ஓகே, thank you." }, { "ucid": "21112178954151051", "idx": 11, "speaker": "customer", "start_s": 26.1, "end_s": 26.8, "text_en": "Okay, thank you.", "text_native": "ஓகே, thank you." } ], "steps": [ { "ucid": "21112178954151051", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, greetings sir. I am from the JSW One platform... You have registered here under the name Sarani Metal Laser Cutting.", "comment": "Agent introduced JSW and used the company name, then correctly handled the gatekeeper's deflection without being pushy." }, { "ucid": "21112178954151051", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook entirely and jumped straight to a qualifying question." }, { "ucid": "21112178954151051", "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 as the call was cut short by a gatekeeper." }, { "ucid": "21112178954151051", "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 conducted." }, { "ucid": "21112178954151051", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "do you have any requirement for HR sheet or coil right now?", "comment": "Agent successfully asked if a current requirement exists, which is the core intent of this step." }, { "ucid": "21112178954151051", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not secure a specific callback time, instead passively asking the gatekeeper to have the boss call back." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }