{
  "ucid": "21112178955194461",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 15:15:44",
  "end_time": "2026-09-16 15:17:03",
  "duration_sec": 79,
  "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/DIA1842b06848f6fe80ec7744535ebf0570.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1727,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955194461__DIA1842b06848f6fe80ec7744535ebf0570.mp3",
  "audio_bytes": 172152,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 57.384,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello?\n[6s] CUSTOMER: Tell me.   (சொல்லுங்க.)\n[7s] AGENT: Greetings sir, I am Jeevan speaking from the JSW One platform. Do you have any requirement, sir? HR, CR, coil, or sheet?   (வணக்கம் சார், நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து. ஏதாச்சும் requirement இருக்கா சார்? HR, CR, coil-ஆ, sheet-ஆ?)\n[11s] CUSTOMER: For now, there is no requirement, sir.   (இப்போதைக்கு எதுவும் requirement இல்லைங்க சார்.)\n[14s] AGENT: So, no?   (அப்ப இல்லையா?)\n[15s] CUSTOMER: Is your branch in Coimbatore?   (உங்க branch Coimbatore-ல?)\n[16s] AGENT: What sir?   (என்ன சார்?)\n[17s] CUSTOMER: In Coimbatore or in Chennai?   (Coimbatore-லயா, Chennai-லயா?)\n[19s] AGENT: No, this is coil, coil, HR, CR coil or sheet.   (இல்ல இது coil, coil, HR, CR coil-ஆ, sheet-டு.)\n[22s] CUSTOMER: That's it, which city?   (அதுதாங்க, எந்த ஊரு?)\n[23s] AGENT: Oh, city? The city I work in now is here in Mumbai. But I am from Kerala.   (அச்சா, ஊரா? ஊரு இப்ப நான் work பண்றது இங்க Mumbai-ல. ஆனா நான் வந்து Kerala-ல.)\n[26s] CUSTOMER: Oh.\n[27s] AGENT: I am the one handling the entire South India region here. So if you have any requirement in the future, please message me, I will help you out.   (நான் தான் இங்க South India region ஃபுல்லா handle பண்றேன். அப்போ உங்களுக்கு future-ல ஏதாச்சும் requirement வந்துச்சுன்னா நீங்க கொஞ்சம் message பண்ணுங்க, நான் help பண்ணி தரேன்.)\n[32s] CUSTOMER: Your good name, sir?   (உங்க good name சார்?)\n[34s] AGENT: My name is Jeevan.   (என் பேரு ஜீவன்.)\n[35s] CUSTOMER: Jeevan, is it?   (ஜீவன்-ங்களா?)\n[36s] AGENT: Yes.   (ஆமா.)\n[36s] CUSTOMER: Okay sir, I will save it. I will call if there is anything.   (ஓகே சார், நான் save பண்ணிக்கிறேன். ஏதாவுன்னா கூப்பிடுறேன்.)\n[39s] AGENT: Okay sir, okay. Thank you so much.   (ஓகே சார், ஓகே. Thank you so much.)\n[40s] CUSTOMER: Thank you.\n[41s] UNKNOWN: From the first [inaudible]   (First-ல இருந்து [inaudible])",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 turns, clean transcript (5% 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they have no current requirement, acknowledge it and pivot to discovery questions to understand their business for the future (e.g., 'I understand, may I ask what you manufacture so I know what to look out for?').",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent opened by asking for a requirement, which the customer denied having. The customer then inquired about the agent's location, derailing the call's structure. The call concluded with the customer agreeing to save the agent's number for future needs, but no discovery was performed and no concrete next step was set.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Greetings sir, I am Jeevan speaking from the JSW One platform. Do you have any requirement, sir?\", \"comment\": \"Agent did not use the customer's name or ask for permission before jumping into the call's purpose.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No hook was delivered; the agent immediately asked for a requirement instead of leading with a value proposition.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted after the customer stated they had no current requirement.\"}, {\"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, sir? HR, CR, coil, or sheet?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if you have any requirement in the future, please message me, I will help you out.\", \"comment\": \"Closure was a generic 'call me if you need anything' rather than a specific, agent-committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, acknowledge it and pivot to discovery questions to understand their business for the future (e.g., 'I understand, may I ask what you manufacture so I know what to look out for?').\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent opened by asking for a requirement, which the customer denied having. The customer then inquired about the agent's location, derailing the call's structure. The call concluded with the customer agreeing to save the agent's number for future needs, but no discovery was performed and no concrete next step was set.\"}",
  "error": null,
  "latency_ms": 31646,
  "input_tokens": 3207,
  "output_tokens": 755,
  "created_at": "2026-09-25 12:09:40",
  "sentiment": "positive",
  "sentiment_score": 0.157,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 3,
  "lex_hits": 6,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.641,
  "agent_talk_sec": 19.3,
  "customer_talk_sec": 10.8,
  "dead_air_sec": 48.9,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 292.2,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 6,
  "words_agent": 94,
  "words_customer": 46,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955194461",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.07,
      "end_s": 5.47,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.4,
      "text_en": "Tell me.",
      "text_native": "சொல்லுங்க."
    },
    {
      "ucid": "21112178955194461",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.77,
      "end_s": 11.3,
      "text_en": "Greetings sir, I am Jeevan speaking from the JSW One platform. Do you have any requirement, sir? HR, CR, coil, or sheet?",
      "text_native": "வணக்கம் சார், நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து. ஏதாச்சும் requirement இருக்கா சார்? HR, CR, coil-ஆ, sheet-ஆ?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 3,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 13.8,
      "text_en": "For now, there is no requirement, sir.",
      "text_native": "இப்போதைக்கு எதுவும் requirement இல்லைங்க சார்."
    },
    {
      "ucid": "21112178955194461",
      "idx": 4,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 14.3,
      "text_en": "So, no?",
      "text_native": "அப்ப இல்லையா?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.8,
      "text_en": "Is your branch in Coimbatore?",
      "text_native": "உங்க branch Coimbatore-ல?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 6,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 16.8,
      "text_en": "What sir?",
      "text_native": "என்ன சார்?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 7,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 18.2,
      "text_en": "In Coimbatore or in Chennai?",
      "text_native": "Coimbatore-லயா, Chennai-லயா?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 21.5,
      "text_en": "No, this is coil, coil, HR, CR coil or sheet.",
      "text_native": "இல்ல இது coil, coil, HR, CR coil-ஆ, sheet-டு."
    },
    {
      "ucid": "21112178955194461",
      "idx": 9,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 22.9,
      "text_en": "That's it, which city?",
      "text_native": "அதுதாங்க, எந்த ஊரு?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 26.2,
      "text_en": "Oh, city? The city I work in now is here in Mumbai. But I am from Kerala.",
      "text_native": "அச்சா, ஊரா? ஊரு இப்ப நான் work பண்றது இங்க Mumbai-ல. ஆனா நான் வந்து Kerala-ல."
    },
    {
      "ucid": "21112178955194461",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.2,
      "end_s": 26.5,
      "text_en": "Oh.",
      "text_native": "Oh."
    },
    {
      "ucid": "21112178955194461",
      "idx": 12,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 32.0,
      "text_en": "I am the one handling the entire South India region here. So if you have any requirement in the future, please message me, I will help you out.",
      "text_native": "நான் தான் இங்க South India region ஃபுல்லா handle பண்றேன். அப்போ உங்களுக்கு future-ல ஏதாச்சும் requirement வந்துச்சுன்னா நீங்க கொஞ்சம் message பண்ணுங்க, நான் help பண்ணி தரேன்."
    },
    {
      "ucid": "21112178955194461",
      "idx": 13,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 33.0,
      "text_en": "Your good name, sir?",
      "text_native": "உங்க good name சார்?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.6,
      "end_s": 34.5,
      "text_en": "My name is Jeevan.",
      "text_native": "என் பேரு ஜீவன்."
    },
    {
      "ucid": "21112178955194461",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.8,
      "end_s": 35.5,
      "text_en": "Jeevan, is it?",
      "text_native": "ஜீவன்-ங்களா?"
    },
    {
      "ucid": "21112178955194461",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 36.1,
      "text_en": "Yes.",
      "text_native": "ஆமா."
    },
    {
      "ucid": "21112178955194461",
      "idx": 17,
      "speaker": "customer",
      "start_s": 36.4,
      "end_s": 38.5,
      "text_en": "Okay sir, I will save it. I will call if there is anything.",
      "text_native": "ஓகே சார், நான் save பண்ணிக்கிறேன். ஏதாவுன்னா கூப்பிடுறேன்."
    },
    {
      "ucid": "21112178955194461",
      "idx": 18,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 40.2,
      "text_en": "Okay sir, okay. Thank you so much.",
      "text_native": "ஓகே சார், ஓகே. Thank you so much."
    },
    {
      "ucid": "21112178955194461",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.4,
      "end_s": 40.9,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178955194461",
      "idx": 20,
      "speaker": "unknown",
      "start_s": 41.4,
      "end_s": 42.8,
      "text_en": "From the first [inaudible]",
      "text_native": "First-ல இருந்து [inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955194461",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Greetings sir, I am Jeevan speaking from the JSW One platform. Do you have any requirement, sir?",
      "comment": "Agent did not use the customer's name or ask for permission before jumping into the call's purpose."
    },
    {
      "ucid": "21112178955194461",
      "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; the agent immediately asked for a requirement instead of leading with a value proposition."
    },
    {
      "ucid": "21112178955194461",
      "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 attempted after the customer stated they had no current requirement."
    },
    {
      "ucid": "21112178955194461",
      "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": "21112178955194461",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement, sir? HR, CR, coil, or sheet?",
      "comment": "Agent successfully asked if a current requirement exists, which is the primary intent of this step."
    },
    {
      "ucid": "21112178955194461",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "if you have any requirement in the future, please message me, I will help you out.",
      "comment": "Closure was a generic 'call me if you need anything' rather than a specific, agent-committed next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}