{
  "ucid": "21112178963514171",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 14:22:21",
  "end_time": "2026-09-17 14:24:04",
  "duration_sec": 103,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAce3d8bdb05fec4a2929cd1b2ab68c998.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1579,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178963514171__DIAce3d8bdb05fec4a2929cd1b2ab68c998.mp3",
  "audio_bytes": 259200,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 86.4,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (ஹலோ.)\n[2s] AGENT: Hello.   (ஹலோ.)\n[3s] AGENT: Good afternoon sir, greetings. I am Jeevan speaking, from the JSW One platform.   (குட் ஆப்டர்நூன் சார், வணக்கம். நான் ஜீவன் பேசுறேன், JSW One platformல இருந்து.)\n[6s] CUSTOMER: Yes sir?\n[7s] AGENT: I am Jeevan speaking sir, from the JSW One platform.   (நான் ஜீவன் பேசுறேன் சார், JSW One platformல இருந்து.)\n[9s] CUSTOMER: Ah, tell me sir.   (ஆ, சொல்லுங்க சார்.)\n[9s] AGENT: Sir, have you registered here under the name General Connectors India Private Limited?   (சார், நீங்க General Connectors India Private Limited பேர்ல இங்க registration பண்ணிருக்கீங்களா?)\n[12s] CUSTOMER: Yes.   (ஆமா.)\n[12s] AGENT: So for that, is there any requirement right now sir? HR, CR, sheet, coil, anything?   (அப்போ அதுக்காக ஏதாவது இப்போதைக்கு requirement இருக்கா சார்? HR, CR, sheet, coil ஏதாவது?)\n[16s] CUSTOMER: There is a requirement.   (Requirement இருக்கு.)\n[17s] AGENT: Okay.\n[17s] CUSTOMER: You do what you can, what all do you supply actually?   (நீங்க உங்களுக்கு ஆவுது பண்ணுங்க, என்ன என்ன supply பண்ணுங்க actually?)\n[20s] AGENT: Okay, couldn't hear sir. What sir?   (Okay, கேக்கல சார். என்ன சார்?)\n[20s] CUSTOMER: No sir, we are buying from local dealers only.   (இல்ல சார், நான் local dealers கிட்ட தான் வாங்கிட்டு இருக்கேன் நாங்க.)\n[23s] AGENT: Okay.\n[23s] AGENT: I know that sir. We are the ones who supply to local dealers. But he will add some margin and supply to you.   (அது தெரியும் சார். Local dealersக்கு நம்ம தான் சார் supply பண்றோம். ஆனா அவரு கொஞ்சம் margin add பண்ணி உங்களுக்கு supply பண்ணுவாரு.)\n[27s] CUSTOMER: Okay.\n[28s] AGENT: If it's okay with you, if you do the first transaction directly from our JSW, then from the second transaction onwards you will get what, that credit eligibility, and cashbacks and all that.   (உங்களுக்கு okayனா நீங்க first transaction நம்ம JSWல இருந்து directஆ பண்ணிட்டீங்கன்னா உங்களுக்கு second transaction தொட்டு உங்களுக்கு என்ன, அந்த credit eligibility, மட்டும் cashbacks அதெல்லாம் கிடைக்கும்.)\n[34s] CUSTOMER: Is that so?   (அப்படியா?)\n[35s] AGENT: Yes.   (ஆமா.)\n[35s] CUSTOMER: Okay sir, I will share the purchase number with you. WhatsApp... Is this the WhatsApp number sir?   (Okay சார், நான் purchase number உங்களுக்கு share பண்றேன். WhatsApp... இது தான் WhatsApp numberஆ சார்?)\n[38s] AGENT: On the WhatsApp number, I will, I will message you now. So, on that number   (WhatsApp numberல உங்களுக்கு, உங்களுக்கு message பண்றேன் இப்போ. So, அந்த numberல)\n[40s] CUSTOMER: Do it, I'm okay sir. I will send the requirement. I will also send the purchase number.   (பண்ணுங்க, நான் okay சார். நான் requirement அனுப்பி விடுறேன். Purchase numberஉம் அனுப்பி விடுறேன்.)\n[44s] AGENT: Okay sir.   (Okay சார்.)\n[44s] CUSTOMER: I will also give your number to purchase. They will contact you directly. Okay?   (உங்க numberஐயும் purchaseக்கு குடுத்துடுறேன். அவங்க directஆ contact பண்ணுவாங்க. ஓகேங்களா?)\n[48s] AGENT: Okay sir. Okay. Thank you. Thank you sir. Thank you.   (சரி சார். Okay. Thank you. Thank you சார். Thank you.)\n[50s] CUSTOMER: Thank you.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "clear: There is minor background noise, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 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": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "The customer was interested, but you missed the chance to understand their business. Next time a customer agrees to send requirements, ask 1-2 key discovery questions on the spot (like 'What do you manufacture?' or 'What's your typical monthly tonnage?') to build rapport and prepare a better quote.",
  "usp_relevance": "mismatched",
  "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 manufacturing lead who currently buys from local dealers. The agent countered by highlighting the dealer's margin and offered benefits for direct purchase. The customer was receptive and agreed to share their requirement and purchase contact details via WhatsApp, but the agent failed to conduct any discovery or qualification on the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak; the customer had to prompt the agent with 'tell me sir'.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We are the ones who supply to local dealers. But he will add some margin and supply to you.\", \"comment\": \"After the customer mentioned buying from dealers, the agent successfully used the dealer's margin as a price-based hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"No sir, we are buying from local dealers only.\", \"comment\": \"Agent asked no discovery questions; the single piece of information about the current supplier was volunteered by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"from the second transaction onwards you will get what, that credit eligibility, and cashbacks and all that.\", \"comment\": \"Agent pitched two USPs (credit eligibility and cashbacks).\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the customer confirmed a requirement exists, the agent did not ask for any specific details (grade, size, quantity).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send the requirement. I will also send the purchase number.\", \"comment\": \"A clear next step was established, with the customer committing to send requirements via WhatsApp.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"The customer was interested, but you missed the chance to understand their business. Next time a customer agrees to send requirements, ask 1-2 key discovery questions on the spot (like 'What do you manufacture?' or 'What's your typical monthly tonnage?') to build rapport and prepare a better quote.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No sir, we are buying from local dealers only.\", \"response\": \"We are the ones who supply to local dealers. But he will add some margin and supply to you.\"}], \"call_summary\": \"The agent contacted a manufacturing lead who currently buys from local dealers. The agent countered by highlighting the dealer's margin and offered benefits for direct purchase. The customer was receptive and agreed to share their requirement and purchase contact details via WhatsApp, but the agent failed to conduct any discovery or qualification on the call.\"}",
  "error": null,
  "latency_ms": 40624,
  "input_tokens": 3462,
  "output_tokens": 860,
  "created_at": "2026-09-25 12:03:51",
  "sentiment": "positive",
  "sentiment_score": 0.549,
  "sentiment_confidence": "high",
  "pos": 27,
  "neg": 0,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.609,
  "agent_talk_sec": 28.2,
  "customer_talk_sec": 18.1,
  "dead_air_sec": 56.7,
  "longest_monologue_sec": 6.5,
  "agent_wpm": 306.4,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 13,
  "discovery_qs": 4,
  "words_agent": 144,
  "words_customer": 86,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178963514171",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.68,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178963514171",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.46,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178963514171",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.98,
      "end_s": 6.0,
      "text_en": "Good afternoon sir, greetings. I am Jeevan speaking, from the JSW One platform.",
      "text_native": "குட் ஆப்டர்நூன் சார், வணக்கம். நான் ஜீவன் பேசுறேன், JSW One platformல இருந்து."
    },
    {
      "ucid": "21112178963514171",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.5,
      "text_en": "Yes sir?",
      "text_native": "Yes sir?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.9,
      "end_s": 8.6,
      "text_en": "I am Jeevan speaking sir, from the JSW One platform.",
      "text_native": "நான் ஜீவன் பேசுறேன் சார், JSW One platformல இருந்து."
    },
    {
      "ucid": "21112178963514171",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.7,
      "end_s": 9.3,
      "text_en": "Ah, tell me sir.",
      "text_native": "ஆ, சொல்லுங்க சார்."
    },
    {
      "ucid": "21112178963514171",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 12.1,
      "text_en": "Sir, have you registered here under the name General Connectors India Private Limited?",
      "text_native": "சார், நீங்க General Connectors India Private Limited பேர்ல இங்க registration பண்ணிருக்கீங்களா?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 12.5,
      "text_en": "Yes.",
      "text_native": "ஆமா."
    },
    {
      "ucid": "21112178963514171",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 15.5,
      "text_en": "So for that, is there any requirement right now sir? HR, CR, sheet, coil, anything?",
      "text_native": "அப்போ அதுக்காக ஏதாவது இப்போதைக்கு requirement இருக்கா சார்? HR, CR, sheet, coil ஏதாவது?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.7,
      "end_s": 16.5,
      "text_en": "There is a requirement.",
      "text_native": "Requirement இருக்கு."
    },
    {
      "ucid": "21112178963514171",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.7,
      "end_s": 17.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178963514171",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.2,
      "end_s": 19.5,
      "text_en": "You do what you can, what all do you supply actually?",
      "text_native": "நீங்க உங்களுக்கு ஆவுது பண்ணுங்க, என்ன என்ன supply பண்ணுங்க actually?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 20.5,
      "text_en": "Okay, couldn't hear sir. What sir?",
      "text_native": "Okay, கேக்கல சார். என்ன சார்?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 22.5,
      "text_en": "No sir, we are buying from local dealers only.",
      "text_native": "இல்ல சார், நான் local dealers கிட்ட தான் வாங்கிட்டு இருக்கேன் நாங்க."
    },
    {
      "ucid": "21112178963514171",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.7,
      "end_s": 23.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178963514171",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 27.0,
      "text_en": "I know that sir. We are the ones who supply to local dealers. But he will add some margin and supply to you.",
      "text_native": "அது தெரியும் சார். Local dealersக்கு நம்ம தான் சார் supply பண்றோம். ஆனா அவரு கொஞ்சம் margin add பண்ணி உங்களுக்கு supply பண்ணுவாரு."
    },
    {
      "ucid": "21112178963514171",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 27.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178963514171",
      "idx": 17,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 34.0,
      "text_en": "If it's okay with you, if you do the first transaction directly from our JSW, then from the second transaction onwards you will get what, that credit eligibility, and cashbacks and all that.",
      "text_native": "உங்களுக்கு okayனா நீங்க first transaction நம்ம JSWல இருந்து directஆ பண்ணிட்டீங்கன்னா உங்களுக்கு second transaction தொட்டு உங்களுக்கு என்ன, அந்த credit eligibility, மட்டும் cashbacks அதெல்லாம் கிடைக்கும்."
    },
    {
      "ucid": "21112178963514171",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 34.5,
      "text_en": "Is that so?",
      "text_native": "அப்படியா?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 19,
      "speaker": "agent",
      "start_s": 34.7,
      "end_s": 35.0,
      "text_en": "Yes.",
      "text_native": "ஆமா."
    },
    {
      "ucid": "21112178963514171",
      "idx": 20,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 38.0,
      "text_en": "Okay sir, I will share the purchase number with you. WhatsApp... Is this the WhatsApp number sir?",
      "text_native": "Okay சார், நான் purchase number உங்களுக்கு share பண்றேன். WhatsApp... இது தான் WhatsApp numberஆ சார்?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 21,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 40.5,
      "text_en": "On the WhatsApp number, I will, I will message you now. So, on that number",
      "text_native": "WhatsApp numberல உங்களுக்கு, உங்களுக்கு message பண்றேன் இப்போ. So, அந்த numberல"
    },
    {
      "ucid": "21112178963514171",
      "idx": 22,
      "speaker": "customer",
      "start_s": 40.5,
      "end_s": 44.0,
      "text_en": "Do it, I'm okay sir. I will send the requirement. I will also send the purchase number.",
      "text_native": "பண்ணுங்க, நான் okay சார். நான் requirement அனுப்பி விடுறேன். Purchase numberஉம் அனுப்பி விடுறேன்."
    },
    {
      "ucid": "21112178963514171",
      "idx": 23,
      "speaker": "agent",
      "start_s": 44.0,
      "end_s": 44.5,
      "text_en": "Okay sir.",
      "text_native": "Okay சார்."
    },
    {
      "ucid": "21112178963514171",
      "idx": 24,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 47.5,
      "text_en": "I will also give your number to purchase. They will contact you directly. Okay?",
      "text_native": "உங்க numberஐயும் purchaseக்கு குடுத்துடுறேன். அவங்க directஆ contact பண்ணுவாங்க. ஓகேங்களா?"
    },
    {
      "ucid": "21112178963514171",
      "idx": 25,
      "speaker": "agent",
      "start_s": 47.5,
      "end_s": 49.5,
      "text_en": "Okay sir. Okay. Thank you. Thank you sir. Thank you.",
      "text_native": "சரி சார். Okay. Thank you. Thank you சார். Thank you."
    },
    {
      "ucid": "21112178963514171",
      "idx": 26,
      "speaker": "customer",
      "start_s": 49.5,
      "end_s": 50.0,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178963514171",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak; the customer had to prompt the agent with 'tell me sir'."
    },
    {
      "ucid": "21112178963514171",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "We are the ones who supply to local dealers. But he will add some margin and supply to you.",
      "comment": "After the customer mentioned buying from dealers, the agent successfully used the dealer's margin as a price-based hook."
    },
    {
      "ucid": "21112178963514171",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "No sir, we are buying from local dealers only.",
      "comment": "Agent asked no discovery questions; the single piece of information about the current supplier was volunteered by the customer."
    },
    {
      "ucid": "21112178963514171",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "from the second transaction onwards you will get what, that credit eligibility, and cashbacks and all that.",
      "comment": "Agent pitched two USPs (credit eligibility and cashbacks)."
    },
    {
      "ucid": "21112178963514171",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the customer confirmed a requirement exists, the agent did not ask for any specific details (grade, size, quantity)."
    },
    {
      "ucid": "21112178963514171",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will send the requirement. I will also send the purchase number.",
      "comment": "A clear next step was established, with the customer committing to send requirements via WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178963514171",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No sir, we are buying from local dealers only.",
      "response": "We are the ones who supply to local dealers. But he will add some margin and supply to you."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}