{
  "ucid": "21112178955099881",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 14:59:58",
  "end_time": "2026-09-16 15:01:01",
  "duration_sec": 63,
  "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/DIAbaee3b15a65fd7862531278a732d923a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1734,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955099881__DIAbaee3b15a65fd7862531278a732d923a.mp3",
  "audio_bytes": 138240,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 46.08,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (ஹலோ?)\n[2s] CUSTOMER: Yes, tell me.   (ஆமா, சொல்லுங்க.)\n[3s] AGENT: Greetings sir. Is this Thiruveeyam Engineering Private Limited, sir?   (வணக்கம் சார். இது திருவேயம் இன்ஜினியரிங் பிரைவேட் லிமிடெட் ஆ சார்?)\n[6s] CUSTOMER: Who are you, sir?   (நீங்க யாரு சார்?)\n[7s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform.   (சார் நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து.)\n[10s] CUSTOMER: Sir, I have changed from that company, sir.   (சார் நான் அந்த கம்பெனில இருந்து மாறிட்டேன் சார்.)\n[12s] AGENT: Did you buy directly from the local market there?   (நீங்க டைரக்ட் அங்க லோக்கல்ல வாங்கிட்டீங்களா?)\n[14s] CUSTOMER: No sir, I don't work in that company now.   (இல்ல சார், நான் இப்போ அந்த கம்பெனில வொர்க் பண்ணல.)\n[16s] AGENT: Oh, you have changed the company? Okay okay.   (ஓ, நீங்க கம்பெனி சேஞ்ச் பண்ணியாச்சா? ஓகே ஓகே.)\n[17s] CUSTOMER: Yes, yes, yes sir.   (ஆமா ஆமா ஆமா சார்.)\n[18s] AGENT: Sir, is there any contact person in that company?   (சார், ஏதாவது ஒரு காண்டாக்ட் பர்சன் இருக்காங்களா அந்த கம்பெனில?)\n[21s] CUSTOMER: No sir, they are like the old way...   (இல்ல சார், அவங்க பழைய மாதிரி...)\n[22s] AGENT: Only your phone number is here.   (உங்க போன் நம்பர் மட்டும் தான் இங்க இருக்கு.)\n[23s] CUSTOMER: Yes, yes. Like before, no one has progressed there, sir.   (ஆமா ஆமா. பழைய மாதிரி யாரும் அங்க ப்ராக்ரஸ் பண்ணல சார்.)\n[25s] AGENT: Oh, is that so?   (ஓ, இல்லையா?)\n[26s] CUSTOMER: Yes.   (ஆமா.)\n[27s] AGENT: Okay, okay. In that case, I will delete this account.   (சரி சரி. அப்படியானா நான் இது இந்த அக்கவுண்ட்டை நான் டெலீட் பண்றேன்.)\n[29s] CUSTOMER: Ah, okay sir, okay.   (ஆ சரிங்க சார், ஓகே.)\n[30s] AGENT: Okay sir. Thank you sir.   (சரி சார். தேங்க்யூ சார்.)\n[32s] CUSTOMER: Okay, thank you sir.   (ஓகே, தேங்க்யூ சார்.)",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present but doesn't significantly impede 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 handled this 'wrong contact' call perfectly by confirming the situation, asking for a new contact, and ending the call professionally when none was available.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead for Thiruveeyam Engineering, but the person who answered stated they no longer work for that company. The agent correctly identified this as a wrong contact, asked for a replacement which was not available, and then professionally ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Greetings sir. Is this Thiruveeyam Engineering Private Limited, sir? ... Sir, I am Jeevan speaking, from the JSW One platform.\", \"comment\": \"Agent greeted, used the company name, and identified JSW One before the call was cut short.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the hook could be delivered as the contact person had left the company.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before discovery could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent stated an internal next step ('I will delete this account'), not a customer-facing sales next step like a quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled this 'wrong contact' call perfectly by confirming the situation, asking for a new contact, and ending the call professionally when none was available.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead for Thiruveeyam Engineering, but the person who answered stated they no longer work for that company. The agent correctly identified this as a wrong contact, asked for a replacement which was not available, and then professionally ended the call.\"}",
  "error": null,
  "latency_ms": 31657,
  "input_tokens": 3181,
  "output_tokens": 682,
  "created_at": "2026-09-25 12:09:59",
  "sentiment": "positive",
  "sentiment_score": 0.368,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 2,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.56,
  "agent_talk_sec": 14.9,
  "customer_talk_sec": 11.7,
  "dead_air_sec": 36.4,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 281.9,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 11,
  "discovery_qs": 5,
  "words_agent": 70,
  "words_customer": 56,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955099881",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.1,
      "text_en": "Hello?",
      "text_native": "ஹலோ?"
    },
    {
      "ucid": "21112178955099881",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.78,
      "end_s": 2.6,
      "text_en": "Yes, tell me.",
      "text_native": "ஆமா, சொல்லுங்க."
    },
    {
      "ucid": "21112178955099881",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 5.5,
      "text_en": "Greetings sir. Is this Thiruveeyam Engineering Private Limited, sir?",
      "text_native": "வணக்கம் சார். இது திருவேயம் இன்ஜினியரிங் பிரைவேட் லிமிடெட் ஆ சார்?"
    },
    {
      "ucid": "21112178955099881",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.7,
      "text_en": "Who are you, sir?",
      "text_native": "நீங்க யாரு சார்?"
    },
    {
      "ucid": "21112178955099881",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.9,
      "end_s": 9.0,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "text_native": "சார் நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178955099881",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 11.2,
      "text_en": "Sir, I have changed from that company, sir.",
      "text_native": "சார் நான் அந்த கம்பெனில இருந்து மாறிட்டேன் சார்."
    },
    {
      "ucid": "21112178955099881",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 13.2,
      "text_en": "Did you buy directly from the local market there?",
      "text_native": "நீங்க டைரக்ட் அங்க லோக்கல்ல வாங்கிட்டீங்களா?"
    },
    {
      "ucid": "21112178955099881",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.6,
      "end_s": 15.4,
      "text_en": "No sir, I don't work in that company now.",
      "text_native": "இல்ல சார், நான் இப்போ அந்த கம்பெனில வொர்க் பண்ணல."
    },
    {
      "ucid": "21112178955099881",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.7,
      "end_s": 17.3,
      "text_en": "Oh, you have changed the company? Okay okay.",
      "text_native": "ஓ, நீங்க கம்பெனி சேஞ்ச் பண்ணியாச்சா? ஓகே ஓகே."
    },
    {
      "ucid": "21112178955099881",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.3,
      "end_s": 18.3,
      "text_en": "Yes, yes, yes sir.",
      "text_native": "ஆமா ஆமா ஆமா சார்."
    },
    {
      "ucid": "21112178955099881",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.3,
      "end_s": 20.2,
      "text_en": "Sir, is there any contact person in that company?",
      "text_native": "சார், ஏதாவது ஒரு காண்டாக்ட் பர்சன் இருக்காங்களா அந்த கம்பெனில?"
    },
    {
      "ucid": "21112178955099881",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.7,
      "end_s": 21.7,
      "text_en": "No sir, they are like the old way...",
      "text_native": "இல்ல சார், அவங்க பழைய மாதிரி..."
    },
    {
      "ucid": "21112178955099881",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.7,
      "end_s": 22.8,
      "text_en": "Only your phone number is here.",
      "text_native": "உங்க போன் நம்பர் மட்டும் தான் இங்க இருக்கு."
    },
    {
      "ucid": "21112178955099881",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 25.4,
      "text_en": "Yes, yes. Like before, no one has progressed there, sir.",
      "text_native": "ஆமா ஆமா. பழைய மாதிரி யாரும் அங்க ப்ராக்ரஸ் பண்ணல சார்."
    },
    {
      "ucid": "21112178955099881",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.4,
      "end_s": 26.1,
      "text_en": "Oh, is that so?",
      "text_native": "ஓ, இல்லையா?"
    },
    {
      "ucid": "21112178955099881",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.4,
      "end_s": 26.7,
      "text_en": "Yes.",
      "text_native": "ஆமா."
    },
    {
      "ucid": "21112178955099881",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.9,
      "end_s": 29.0,
      "text_en": "Okay, okay. In that case, I will delete this account.",
      "text_native": "சரி சரி. அப்படியானா நான் இது இந்த அக்கவுண்ட்டை நான் டெலீட் பண்றேன்."
    },
    {
      "ucid": "21112178955099881",
      "idx": 17,
      "speaker": "customer",
      "start_s": 29.3,
      "end_s": 30.3,
      "text_en": "Ah, okay sir, okay.",
      "text_native": "ஆ சரிங்க சார், ஓகே."
    },
    {
      "ucid": "21112178955099881",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.3,
      "end_s": 31.3,
      "text_en": "Okay sir. Thank you sir.",
      "text_native": "சரி சார். தேங்க்யூ சார்."
    },
    {
      "ucid": "21112178955099881",
      "idx": 19,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 32.3,
      "text_en": "Okay, thank you sir.",
      "text_native": "ஓகே, தேங்க்யூ சார்."
    }
  ],
  "steps": [
    {
      "ucid": "21112178955099881",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Greetings sir. Is this Thiruveeyam Engineering Private Limited, sir? ... Sir, I am Jeevan speaking, from the JSW One platform.",
      "comment": "Agent greeted, used the company name, and identified JSW One before the call was cut short."
    },
    {
      "ucid": "21112178955099881",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the hook could be delivered as the contact person had left the company."
    },
    {
      "ucid": "21112178955099881",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before discovery could begin."
    },
    {
      "ucid": "21112178955099881",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178955099881",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could qualify for a requirement."
    },
    {
      "ucid": "21112178955099881",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent stated an internal next step ('I will delete this account'), not a customer-facing sales next step like a quote or callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}