{ "ucid": "21112178954231661", "call_date": "2026-09-16", "start_time": "2026-09-16 12:35:16", "end_time": "2026-09-16 12:36:34", "duration_sec": 78, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa83c5b474520e37d70a23ddc1a957e82.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1756, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954231661__DIAa83c5b474520e37d70a23ddc1a957e82.mp3", "audio_bytes": 173232, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 57.744, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Greetings Mr. Sidhu. (வணக்கம் மிஸ்டர் சித்து.)\n[5s] CUSTOMER: Yes, tell me. (ஆமா சொல்லுங்க.)\n[6s] AGENT: Sir, I am Jeevan speaking from the JSW One platform. You have done a registration in the name of RMA Form Works. So I'm calling to ask about that. Do you have any requirement for HRC, CR sheet or coil, sir? (சார் நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து. நீங்க ஆர்எம்ஏ ஃபார்ம் வொர்க்ஸ் பேர்லிங்க ஒரு ரெஜிஸ்ட்ரேஷன் பண்ணிருக்கே. அப்போ அதுக்காக கேட்கிறதுக்கு தான். ஏதாவது எச்ஆர்சி, சிஆர் ஷீட்டா காயிலா ரெக்வயர்மென்ட் இருக்கா சார்?)\n[13s] CUSTOMER: Sir, there is a requirement. (சார் ரெக்வயர்மென்ட் இருக்கு.)\n[15s] AGENT: Okay. (ஓகே.)\n[16s] AGENT: How much is that (அது எவ்வளவு)\n[17s] AGENT: Okay okay, I will send a message on WhatsApp. You send the details in that. I will get the pricing and give it to you. (சரி சரி நான் WhatsAppல மெசேஜ் பண்ணி பண்றேன். நீங்க அதுல டீடைல்ஸ் கொஞ்சம் அனுப்புங்க. நான் பிரைசிங் எடுத்துட்டு தரேன் உங்களுக்கு.)\n[21s] CUSTOMER: Ah okay okay sir. Approximately around 70 tons. (ஆ ஓகே ஓகே சார். அப்ராக்ஸிமேட்லி ஒரு 70 டன்ஸ் கிட்ட.)\n[24s] AGENT: In 70 tons? HR or CR? (70 டன்ஸ்லயா? எச்ஆரா சிஆரா?)\n[26s] CUSTOMER: HR. (எச்ஆர்.)\n[27s] AGENT: HR sheet. (எச்ஆர் ஷீட்.)\n[28s] CUSTOMER: Yes. (ஆமா.)\n[29s] AGENT: Okay sir, okay. Sir, in that 70 tons, how many mm, those details, delivery location, please WhatsApp all that. I have sent you a message on WhatsApp now. (ஓகே சார் ஓகே. சார் அது நீங்க 70 டன்ஸ்ல அது எவ்வளவு எம்எம் அந்த டீடைல்ஸ், டெலிவரி லொகேஷன் அதெல்லாம் கொஞ்சம் WhatsApp பண்ணுங்க. நான் இப்போ WhatsAppல உங்களுக்கு மெசேஜ் போட்டுருக்கிறேன்.)\n[35s] CUSTOMER: Ah okay okay sir okay. (ஆ ஓகே ஓகே சார் ஓகே.)\n[36s] AGENT: Okay okay. Thank you sir. Thank you so much. (ஓகே ஓகே. தேங்க்யூ சார். தேங்க்யூ சோ மச்.)\n[38s] CUSTOMER: Thank you, thank you sir, thank you. (தேங்க்யூ தேங்க்யூ சார் தேங்க்யூ.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: The conversation is a mix of Tamil and English, with technical and business terms often spoken in English.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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": 1.0, "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\"]", "pitch_coaching_note": "You must ask discovery questions on the call to understand the customer's business before trying to qualify a requirement; you skipped this entire section.", "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 contacted a customer who had registered online. The customer confirmed an immediate requirement for approximately 70 tons of HR sheet. The agent did not conduct discovery but instead asked the customer to send the material specifications and delivery location via WhatsApp, promising to provide a price upon receipt.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am Jeevan speaking from the JSW One platform. You have done a registration in the name of RMA Form Works. So I'm calling to ask about that.\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak, jumping directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HRC, CR sheet or coil, sir?\", \"comment\": \"The agent did not provide a supply or price hook to create interest; he immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. The conversation moved directly from requirement confirmation to asking for details on WhatsApp.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, in that 70 tons, how many mm, those details, delivery location, please WhatsApp all that.\", \"comment\": \"The agent failed to capture the full requirement on the call, instead asking the customer to send the specifications and location via WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will get the pricing and give it to you.\", \"comment\": \"The agent committed to a clear next step of providing a price after the customer sends details.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must ask discovery questions on the call to understand the customer's business before trying to qualify a requirement; you skipped this entire section.\", \"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 contacted a customer who had registered online. The customer confirmed an immediate requirement for approximately 70 tons of HR sheet. The agent did not conduct discovery but instead asked the customer to send the material specifications and delivery location via WhatsApp, promising to provide a price upon receipt.\"}", "error": null, "latency_ms": 28184, "input_tokens": 3213, "output_tokens": 780, "created_at": "2026-09-25 12:10:50", "sentiment": "positive", "sentiment_score": 0.785, "sentiment_confidence": "high", "pos": 14, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.732, "agent_talk_sec": 23.0, "customer_talk_sec": 8.4, "dead_air_sec": 46.6, "longest_monologue_sec": 7.2, "agent_wpm": 310.4, "interruptions": 0, "agent_turns": 9, "customer_turns": 8, "discovery_qs": 3, "words_agent": 119, "words_customer": 31, "monologue_heavy": 1, "turns": [ { "ucid": "21112178954231661", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178954231661", "idx": 1, "speaker": "agent", "start_s": 2.5, "end_s": 4.01, "text_en": "Greetings Mr. Sidhu.", "text_native": "வணக்கம் மிஸ்டர் சித்து." }, { "ucid": "21112178954231661", "idx": 2, "speaker": "customer", "start_s": 4.6, "end_s": 5.4, "text_en": "Yes, tell me.", "text_native": "ஆமா சொல்லுங்க." }, { "ucid": "21112178954231661", "idx": 3, "speaker": "agent", "start_s": 5.58, "end_s": 12.8, "text_en": "Sir, I am Jeevan speaking from the JSW One platform. You have done a registration in the name of RMA Form Works. So I'm calling to ask about that. Do you have any requirement for HRC, CR sheet or coil, sir?", "text_native": "சார் நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து. நீங்க ஆர்எம்ஏ ஃபார்ம் வொர்க்ஸ் பேர்லிங்க ஒரு ரெஜிஸ்ட்ரேஷன் பண்ணிருக்கே. அப்போ அதுக்காக கேட்கிறதுக்கு தான். ஏதாவது எச்ஆர்சி, சிஆர் ஷீட்டா காயிலா ரெக்வயர்மென்ட் இருக்கா சார்?" }, { "ucid": "21112178954231661", "idx": 4, "speaker": "customer", "start_s": 13.4, "end_s": 14.6, "text_en": "Sir, there is a requirement.", "text_native": "சார் ரெக்வயர்மென்ட் இருக்கு." }, { "ucid": "21112178954231661", "idx": 5, "speaker": "agent", "start_s": 15.1, "end_s": 15.5, "text_en": "Okay.", "text_native": "ஓகே." }, { "ucid": "21112178954231661", "idx": 6, "speaker": "agent", "start_s": 16.1, "end_s": 16.6, "text_en": "How much is that", "text_native": "அது எவ்வளவு" }, { "ucid": "21112178954231661", "idx": 7, "speaker": "agent", "start_s": 17.0, "end_s": 21.0, "text_en": "Okay okay, I will send a message on WhatsApp. You send the details in that. I will get the pricing and give it to you.", "text_native": "சரி சரி நான் WhatsAppல மெசேஜ் பண்ணி பண்றேன். நீங்க அதுல டீடைல்ஸ் கொஞ்சம் அனுப்புங்க. நான் பிரைசிங் எடுத்துட்டு தரேன் உங்களுக்கு." }, { "ucid": "21112178954231661", "idx": 8, "speaker": "customer", "start_s": 21.2, "end_s": 23.6, "text_en": "Ah okay okay sir. Approximately around 70 tons.", "text_native": "ஆ ஓகே ஓகே சார். அப்ராக்ஸிமேட்லி ஒரு 70 டன்ஸ் கிட்ட." }, { "ucid": "21112178954231661", "idx": 9, "speaker": "agent", "start_s": 24.0, "end_s": 25.4, "text_en": "In 70 tons? HR or CR?", "text_native": "70 டன்ஸ்லயா? எச்ஆரா சிஆரா?" }, { "ucid": "21112178954231661", "idx": 10, "speaker": "customer", "start_s": 25.9, "end_s": 26.4, "text_en": "HR.", "text_native": "எச்ஆர்." }, { "ucid": "21112178954231661", "idx": 11, "speaker": "agent", "start_s": 26.9, "end_s": 27.5, "text_en": "HR sheet.", "text_native": "எச்ஆர் ஷீட்." }, { "ucid": "21112178954231661", "idx": 12, "speaker": "customer", "start_s": 28.0, "end_s": 28.4, "text_en": "Yes.", "text_native": "ஆமா." }, { "ucid": "21112178954231661", "idx": 13, "speaker": "agent", "start_s": 28.8, "end_s": 34.5, "text_en": "Okay sir, okay. Sir, in that 70 tons, how many mm, those details, delivery location, please WhatsApp all that. I have sent you a message on WhatsApp now.", "text_native": "ஓகே சார் ஓகே. சார் அது நீங்க 70 டன்ஸ்ல அது எவ்வளவு எம்எம் அந்த டீடைல்ஸ், டெலிவரி லொகேஷன் அதெல்லாம் கொஞ்சம் WhatsApp பண்ணுங்க. நான் இப்போ WhatsAppல உங்களுக்கு மெசேஜ் போட்டுருக்கிறேன்." }, { "ucid": "21112178954231661", "idx": 14, "speaker": "customer", "start_s": 34.8, "end_s": 36.0, "text_en": "Ah okay okay sir okay.", "text_native": "ஆ ஓகே ஓகே சார் ஓகே." }, { "ucid": "21112178954231661", "idx": 15, "speaker": "agent", "start_s": 36.5, "end_s": 38.2, "text_en": "Okay okay. Thank you sir. Thank you so much.", "text_native": "ஓகே ஓகே. தேங்க்யூ சார். தேங்க்யூ சோ மச்." }, { "ucid": "21112178954231661", "idx": 16, "speaker": "customer", "start_s": 38.3, "end_s": 39.8, "text_en": "Thank you, thank you sir, thank you.", "text_native": "தேங்க்யூ தேங்க்யூ சார் தேங்க்யூ." } ], "steps": [ { "ucid": "21112178954231661", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I am Jeevan speaking from the JSW One platform. You have done a registration in the name of RMA Form Works. So I'm calling to ask about that.", "comment": "The agent identified himself and the company but failed to ask for permission to speak, jumping directly into the reason for the call." }, { "ucid": "21112178954231661", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement for HRC, CR sheet or coil, sir?", "comment": "The agent did not provide a supply or price hook to create interest; he immediately asked for a requirement." }, { "ucid": "21112178954231661", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers." }, { "ucid": "21112178954231661", "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 moved directly from requirement confirmation to asking for details on WhatsApp." }, { "ucid": "21112178954231661", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, in that 70 tons, how many mm, those details, delivery location, please WhatsApp all that.", "comment": "The agent failed to capture the full requirement on the call, instead asking the customer to send the specifications and location via WhatsApp." }, { "ucid": "21112178954231661", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will get the pricing and give it to you.", "comment": "The agent committed to a clear next step of providing a price after the customer sends details." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }