{
  "ucid": "21112178963656321",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 14:46:03",
  "end_time": "2026-09-17 14:47:32",
  "duration_sec": 89,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Send_Email",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6a8b8c6ca0e4bc536b1809ca7bbabe91.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1571,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178963656321__DIA6a8b8c6ca0e4bc536b1809ca7bbabe91.mp3",
  "audio_bytes": 183600,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 61.2,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (ஹலோ?)\n[2s] AGENT: Ah, hello sir. I am Jeevan. Hello, hello sir.   (ஆ வணக்கம் சார். நான் ஜீவன் வணக்கம் வணக்கம் சார்.)\n[4s] CUSTOMER: Tell me?   (சொல்லுங்க?)\n[5s] AGENT: Sir, hello. I am Jeevan speaking, Jeevan.   (சார் வணக்கம். நான் ஜீவன் பேசுறேன், ஜீவன்.)\n[8s] CUSTOMER: From where?   (எங்க இருந்து?)\n[8s] AGENT: Jeevan, from JSW Steels.   (ஜீவன், JSW Steels-ல இருந்து.)\n[10s] CUSTOMER: Where sir?   (எங்க சார்?)\n[11s] AGENT: JSW, from JSW.   (JSW, JSW-ல இருந்து.)\n[12s] CUSTOMER: Okay.   (சரி.)\n[13s] AGENT: Sir, you have registered in the name of Sri Kumari, Sri Karumari Steels, right? Do you have any requirement for HRCR sheet or coil for now, sir?   (சார், நீங்க ஸ்ரீ குமாரி, ஸ்ரீ கருமாரி Steels பெயர்ல நீங்க ரெஜிஸ்டர் பண்ணிருக்கீங்களே? இது இப்போதைக்கு ஏதாவது HRCR ஷீட்டோ, காயிலோ requirement இருக்கா சார்?)\n[18s] CUSTOMER: There is. Where, you... I don't have anyone to place the order and bring it. With 5mm, 6mm HRP.   (இருக்கு. எங்க, நீங்க நான் ஆர்டர் பண்ணி எடுத்துட்டு வர்றதுக்கு ஆள் இல்லைங்க. 5mm, 6mm HRP வச்சிட்டு.)\n[23s] AGENT: HRP or sheet is there. 5mm, 6mm, everything is there, sir.   (HRP-யோ ஷீட்டோ இருக்கு. 5mm, 6mm-மும் எல்லாம் இருக்கு சார்.)\n[25s] CUSTOMER: 5 to 206 [inaudible]\n[27s] AGENT: Sir, your voice is breaking a little. Okay, can we connect on our WhatsApp? Can I send a message on WhatsApp?   (சார், உங்க voice கொஞ்சம் break ஆகுது. சரி, நீங்க நம்ம WhatsApp-ல connect பண்ணலாமா? WhatsApp-ல நான் கொஞ்சம் message போடலாமா?)\n[32s] CUSTOMER: You send it. I am connected. You send it. [inaudible] Are you from JSW?   (நீங்க அனுப்புங்க. கனெக்ட் பண்ணிட்டு இருக்கேன். நீங்க அனுப்புங்க. [inaudible] நீங்க JSW-வா?)\n[35s] AGENT: JSW. Yes yes, correct. I will send a message to you now.   (JSW. ஆமா ஆமா, கரெக்ட். நான் இப்போ மெசேஜ் போடுறேன் உங்களுக்கு.)\n[39s] CUSTOMER: Okay, send it. I will reply in half an hour.   (சரி போடுங்க. நான் ஒரு half an hour-ல ரிப்ளை பண்றேன்.)\n[41s] AGENT: Okay sir, okay okay. Thank you.   (சரி சார், சரி சரி. Thank you.)\n[43s] CUSTOMER: [inaudible]",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "muffled: The customer's voice is frequently muffled and breaks up, making some of their words inaudible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 turns, clean transcript (16% 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 follow the pitch structure: open with permission, deliver a hook, and then ask discovery questions before trying to qualify a requirement.",
  "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 contacted a steel user who confirmed an immediate requirement for 5mm and 6mm HRP. Due to a poor audio connection, the agent did not conduct discovery but successfully moved the conversation to WhatsApp. The customer agreed to receive a message and reply within half an hour.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, but instead immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; they only confirmed that the requested material was available.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HRCR sheet or coil for now, sir?\", \"comment\": \"The agent asked for a requirement but failed to capture any specific details like grade, width, quantity, or location after the customer confirmed a need.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, can we connect on our WhatsApp? Can I send a message on WhatsApp?... Okay sir, okay okay. Thank you.\", \"comment\": \"The agent successfully established a clear next step on WhatsApp, which the customer agreed to and committed to replying to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure: open with permission, deliver a hook, and then ask discovery questions before trying to qualify a requirement.\", \"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 contacted a steel user who confirmed an immediate requirement for 5mm and 6mm HRP. Due to a poor audio connection, the agent did not conduct discovery but successfully moved the conversation to WhatsApp. The customer agreed to receive a message and reply within half an hour.\"}",
  "error": null,
  "latency_ms": 23697,
  "input_tokens": 3277,
  "output_tokens": 726,
  "created_at": "2026-09-25 12:03:19",
  "sentiment": "positive",
  "sentiment_score": 0.59,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.63,
  "agent_talk_sec": 24.0,
  "customer_talk_sec": 14.1,
  "dead_air_sec": 50.9,
  "longest_monologue_sec": 5.5,
  "agent_wpm": 250.0,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 10,
  "discovery_qs": 4,
  "words_agent": 100,
  "words_customer": 56,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178963656321",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.18,
      "text_en": "Hello?",
      "text_native": "ஹலோ?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 4.1,
      "text_en": "Ah, hello sir. I am Jeevan. Hello, hello sir.",
      "text_native": "ஆ வணக்கம் சார். நான் ஜீவன் வணக்கம் வணக்கம் சார்."
    },
    {
      "ucid": "21112178963656321",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.3,
      "end_s": 4.8,
      "text_en": "Tell me?",
      "text_native": "சொல்லுங்க?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 7.2,
      "text_en": "Sir, hello. I am Jeevan speaking, Jeevan.",
      "text_native": "சார் வணக்கம். நான் ஜீவன் பேசுறேன், ஜீவன்."
    },
    {
      "ucid": "21112178963656321",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.6,
      "end_s": 8.1,
      "text_en": "From where?",
      "text_native": "எங்க இருந்து?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 9.8,
      "text_en": "Jeevan, from JSW Steels.",
      "text_native": "ஜீவன், JSW Steels-ல இருந்து."
    },
    {
      "ucid": "21112178963656321",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.5,
      "text_en": "Where sir?",
      "text_native": "எங்க சார்?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.7,
      "end_s": 11.9,
      "text_en": "JSW, from JSW.",
      "text_native": "JSW, JSW-ல இருந்து."
    },
    {
      "ucid": "21112178963656321",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.7,
      "text_en": "Okay.",
      "text_native": "சரி."
    },
    {
      "ucid": "21112178963656321",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 18.4,
      "text_en": "Sir, you have registered in the name of Sri Kumari, Sri Karumari Steels, right? Do you have any requirement for HRCR sheet or coil for now, sir?",
      "text_native": "சார், நீங்க ஸ்ரீ குமாரி, ஸ்ரீ கருமாரி Steels பெயர்ல நீங்க ரெஜிஸ்டர் பண்ணிருக்கீங்களே? இது இப்போதைக்கு ஏதாவது HRCR ஷீட்டோ, காயிலோ requirement இருக்கா சார்?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.5,
      "end_s": 22.5,
      "text_en": "There is. Where, you... I don't have anyone to place the order and bring it. With 5mm, 6mm HRP.",
      "text_native": "இருக்கு. எங்க, நீங்க நான் ஆர்டர் பண்ணி எடுத்துட்டு வர்றதுக்கு ஆள் இல்லைங்க. 5mm, 6mm HRP வச்சிட்டு."
    },
    {
      "ucid": "21112178963656321",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.9,
      "end_s": 25.2,
      "text_en": "HRP or sheet is there. 5mm, 6mm, everything is there, sir.",
      "text_native": "HRP-யோ ஷீட்டோ இருக்கு. 5mm, 6mm-மும் எல்லாம் இருக்கு சார்."
    },
    {
      "ucid": "21112178963656321",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.4,
      "end_s": 26.8,
      "text_en": "5 to 206 [inaudible]",
      "text_native": "5 to 206 [inaudible]"
    },
    {
      "ucid": "21112178963656321",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 31.5,
      "text_en": "Sir, your voice is breaking a little. Okay, can we connect on our WhatsApp? Can I send a message on WhatsApp?",
      "text_native": "சார், உங்க voice கொஞ்சம் break ஆகுது. சரி, நீங்க நம்ம WhatsApp-ல connect பண்ணலாமா? WhatsApp-ல நான் கொஞ்சம் message போடலாமா?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 14,
      "speaker": "customer",
      "start_s": 31.6,
      "end_s": 35.2,
      "text_en": "You send it. I am connected. You send it. [inaudible] Are you from JSW?",
      "text_native": "நீங்க அனுப்புங்க. கனெக்ட் பண்ணிட்டு இருக்கேன். நீங்க அனுப்புங்க. [inaudible] நீங்க JSW-வா?"
    },
    {
      "ucid": "21112178963656321",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 38.3,
      "text_en": "JSW. Yes yes, correct. I will send a message to you now.",
      "text_native": "JSW. ஆமா ஆமா, கரெக்ட். நான் இப்போ மெசேஜ் போடுறேன் உங்களுக்கு."
    },
    {
      "ucid": "21112178963656321",
      "idx": 16,
      "speaker": "customer",
      "start_s": 38.6,
      "end_s": 40.8,
      "text_en": "Okay, send it. I will reply in half an hour.",
      "text_native": "சரி போடுங்க. நான் ஒரு half an hour-ல ரிப்ளை பண்றேன்."
    },
    {
      "ucid": "21112178963656321",
      "idx": 17,
      "speaker": "agent",
      "start_s": 41.0,
      "end_s": 42.8,
      "text_en": "Okay sir, okay okay. Thank you.",
      "text_native": "சரி சார், சரி சரி. Thank you."
    },
    {
      "ucid": "21112178963656321",
      "idx": 18,
      "speaker": "customer",
      "start_s": 43.3,
      "end_s": 43.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178963656321",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, instead jumping directly to a requirement question."
    },
    {
      "ucid": "21112178963656321",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, but instead immediately asked if the customer had a requirement."
    },
    {
      "ucid": "21112178963656321",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions about the customer's business, volume, or suppliers."
    },
    {
      "ucid": "21112178963656321",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs; they only confirmed that the requested material was available."
    },
    {
      "ucid": "21112178963656321",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for HRCR sheet or coil for now, sir?",
      "comment": "The agent asked for a requirement but failed to capture any specific details like grade, width, quantity, or location after the customer confirmed a need."
    },
    {
      "ucid": "21112178963656321",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, can we connect on our WhatsApp? Can I send a message on WhatsApp?... Okay sir, okay okay. Thank you.",
      "comment": "The agent successfully established a clear next step on WhatsApp, which the customer agreed to and committed to replying to."
    }
  ],
  "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": []
}