{ "ucid": "21112178963685241", "call_date": "2026-09-17", "start_time": "2026-09-17 14:50:52", "end_time": "2026-09-17 14:52:01", "duration_sec": 69, "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/DIA909d7e865a606a1fd51dd564264046c8.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1570, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178963685241__DIA909d7e865a606a1fd51dd564264046c8.mp3", "audio_bytes": 110376, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 36.792, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (ஹலோ?)\n[2s] AGENT: Hello, greetings sir. I am Jeevan speaking from the JSW One platform. (ஹலோ வணக்கம் சார். நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து.)\n[6s] CUSTOMER: Ah, tell me sir. (ஆ சொல்லுங்க சார்.)\n[7s] AGENT: Sir, you have done a registration for Aishwarya Boiler Systems. So for now, is there any requirement for HRCR sheet or coil? (சார் நீங்க ஐஸ்வர்யா பாய்லர் சிஸ்டம்ஸ்க்கு வேண்டி ஒரு registration பண்ணிருக்கீங்க. அப்போ இப்போதைக்கு எதாவது HRCR ஷீட்டோ coil-ஓ requirement இருக்கா?)\n[13s] CUSTOMER: No sir, not for now. (இல்ல சார், இப்போதைக்கு இல்ல.)\n[14s] AGENT: Not for now, right? (இப்போதைக்கு இல்லையா?)\n[15s] AGENT: Okay sir, no problem. I'll send to this WhatsApp number, this is your WhatsApp number, right? (சரி சார், பரவாயில்ல. நான் இந்த WhatsApp நம்பர்க்கு, இது உங்க WhatsApp நம்பர் தானே?)\n[18s] CUSTOMER: Yes, yes sir. (ஆமா ஆமா சார்.)\n[19s] AGENT: Okay, I will put all my details in this. If you get any requirement, please tell me on that WhatsApp itself. (சரி, நான் இதுல நான் என் details எல்லாம் போட்டு வச்சிருக்கிறேன். நீங்க ஏதாவது requirement வந்துச்சுன்னா அந்த WhatsApp-லயே சொல்லிடுங்க.)\n[23s] CUSTOMER: Okay sir, okay sir. (சரி சார், ஓகே சார்.)\n[25s] AGENT: Okay sir, thank you. (ஓகே சார், thank you.)\n[26s] CUSTOMER: Okay sir, thank you. (ஓகே சார், thank you.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The customer's voice is slightly softer than the agent's, but still clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": "[\"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, you must still use discovery questions to understand their business for future opportunities instead of ending the call.", "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": "Agent contacted a representative from Aishwarya Boiler Systems, a manufacturing lead. The agent immediately asked if there was a requirement for HR/CR, and the customer stated they had none at the moment. The agent did not attempt any discovery, instead offering to send details via WhatsApp and ending the call without a committed next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW One but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or future needs.\"}, {\"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\": \"So for now, is there any requirement for HRCR sheet or coil?\", \"comment\": \"Agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not set a specific next step like a follow-up call date, only offered to send details.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, you must still use discovery questions to understand their business for future opportunities instead of ending the call.\", \"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\": \"Agent contacted a representative from Aishwarya Boiler Systems, a manufacturing lead. The agent immediately asked if there was a requirement for HR/CR, and the customer stated they had none at the moment. The agent did not attempt any discovery, instead offering to send details via WhatsApp and ending the call without a committed next step.\"}", "error": null, "latency_ms": 31287, "input_tokens": 2974, "output_tokens": 674, "created_at": "2026-09-25 12:03:19", "sentiment": "positive", "sentiment_score": 0.35, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.783, "agent_talk_sec": 19.1, "customer_talk_sec": 5.3, "dead_air_sec": 44.6, "longest_monologue_sec": 5.3, "agent_wpm": 248.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 3, "words_agent": 79, "words_customer": 21, "monologue_heavy": 1, "turns": [ { "ucid": "21112178963685241", "idx": 0, "speaker": "customer", "start_s": 1.57, "end_s": 2.0, "text_en": "Hello?", "text_native": "ஹலோ?" }, { "ucid": "21112178963685241", "idx": 1, "speaker": "agent", "start_s": 2.27, "end_s": 6.4, "text_en": "Hello, greetings sir. I am Jeevan speaking from the JSW One platform.", "text_native": "ஹலோ வணக்கம் சார். நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து." }, { "ucid": "21112178963685241", "idx": 2, "speaker": "customer", "start_s": 6.4, "end_s": 7.17, "text_en": "Ah, tell me sir.", "text_native": "ஆ சொல்லுங்க சார்." }, { "ucid": "21112178963685241", "idx": 3, "speaker": "agent", "start_s": 7.17, "end_s": 12.45, "text_en": "Sir, you have done a registration for Aishwarya Boiler Systems. So for now, is there any requirement for HRCR sheet or coil?", "text_native": "சார் நீங்க ஐஸ்வர்யா பாய்லர் சிஸ்டம்ஸ்க்கு வேண்டி ஒரு registration பண்ணிருக்கீங்க. அப்போ இப்போதைக்கு எதாவது HRCR ஷீட்டோ coil-ஓ requirement இருக்கா?" }, { "ucid": "21112178963685241", "idx": 4, "speaker": "customer", "start_s": 12.63, "end_s": 13.8, "text_en": "No sir, not for now.", "text_native": "இல்ல சார், இப்போதைக்கு இல்ல." }, { "ucid": "21112178963685241", "idx": 5, "speaker": "agent", "start_s": 13.8, "end_s": 14.48, "text_en": "Not for now, right?", "text_native": "இப்போதைக்கு இல்லையா?" }, { "ucid": "21112178963685241", "idx": 6, "speaker": "agent", "start_s": 14.7, "end_s": 18.48, "text_en": "Okay sir, no problem. I'll send to this WhatsApp number, this is your WhatsApp number, right?", "text_native": "சரி சார், பரவாயில்ல. நான் இந்த WhatsApp நம்பர்க்கு, இது உங்க WhatsApp நம்பர் தானே?" }, { "ucid": "21112178963685241", "idx": 7, "speaker": "customer", "start_s": 18.48, "end_s": 19.48, "text_en": "Yes, yes sir.", "text_native": "ஆமா ஆமா சார்." }, { "ucid": "21112178963685241", "idx": 8, "speaker": "agent", "start_s": 19.48, "end_s": 23.48, "text_en": "Okay, I will put all my details in this. If you get any requirement, please tell me on that WhatsApp itself.", "text_native": "சரி, நான் இதுல நான் என் details எல்லாம் போட்டு வச்சிருக்கிறேன். நீங்க ஏதாவது requirement வந்துச்சுன்னா அந்த WhatsApp-லயே சொல்லிடுங்க." }, { "ucid": "21112178963685241", "idx": 9, "speaker": "customer", "start_s": 23.48, "end_s": 24.54, "text_en": "Okay sir, okay sir.", "text_native": "சரி சார், ஓகே சார்." }, { "ucid": "21112178963685241", "idx": 10, "speaker": "agent", "start_s": 24.54, "end_s": 25.78, "text_en": "Okay sir, thank you.", "text_native": "ஓகே சார், thank you." }, { "ucid": "21112178963685241", "idx": 11, "speaker": "customer", "start_s": 25.78, "end_s": 26.7, "text_en": "Okay sir, thank you.", "text_native": "ஓகே சார், thank you." } ], "steps": [ { "ucid": "21112178963685241", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified JSW One but failed to ask for permission to speak." }, { "ucid": "21112178963685241", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178963685241", "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 asked to understand the customer's business or future needs." }, { "ucid": "21112178963685241", "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": "21112178963685241", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So for now, is there any requirement for HRCR sheet or coil?", "comment": "Agent successfully asked if a current requirement exists." }, { "ucid": "21112178963685241", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not set a specific next step like a follow-up call date, only offered to send details." } ], "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": [] }