{ "ucid": "21112178964286871", "call_date": "2026-09-17", "start_time": "2026-09-17 16:31:08", "end_time": "2026-09-17 16:33:12", "duration_sec": 124, "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/DIAa1fd5f311e057dd3523ceebb35177a71.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1506, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964286871__DIAa1fd5f311e057dd3523ceebb35177a71.mp3", "audio_bytes": 314280, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 104.76, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] UNKNOWN: Do it, if it has come back (करो वापस आ गया तो)\n[3s] AGENT: Hello?\n[4s] CUSTOMER: Hello?\n[4s] AGENT: Am I talking to Mr. uh sorry, am I talking to Amutha Engineering Works?\n[8s] CUSTOMER: Yes.\n[9s] AGENT: Yeah, uh sir, greetings, I am Jeevan speaking. Is this Harikumar sir? (Yeah, uh sir, vanakkam, naan Jeevan pesuren. Idhu Harikumar sir alliya?)\n[12s] CUSTOMER: Yes, tell me sir. (ஆமா, சொல்லுங்க சார்.)\n[14s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform. You have registered on this platform under the name Amutha Engineering Works. So for now, are you looking for any HR, CR, coil, or sheet, sir? (Sir, நான் ஜீவன் பேசுறேன், JSW One platform-இல் இருந்து. நீங்க இந்த platform-ல ரெஜிஸ்டர் பண்ணிருக்கீங்க அமுதா இன்ஜினியரிங் வொர்க்ஸ் பேர்ல. அப்போ இப்போதைக்கு ஏதாவது HR, CR, coil-ஓ, sheet-ஓ ஏதாவது பாக்குறீங்களா சார்?)\n[21s] CUSTOMER: Material, sir? (Material-ஆ சார்?)\n[22s] AGENT: Yes sir, material. (ஆமா சார், material.)\n[23s] CUSTOMER: For material requirement, they don't send any quotation, that's why I don't even ask. (Material, requirement-க்கு ஏதும் quotation-ஏ அனுப்ப மாட்டறாங்க, அதனால நான் கேட்கிறதே இல்ல.)\n[27s] AGENT: Who doesn't send? From JSW? (யாரு அனுப்ப மாட்டா? JSW-ல இருந்தா?)\n[29s] CUSTOMER: Yes. (ஆமா.)\n[30s] AGENT: Oh, is that so? Sir, until now you haven't noted a solid requirement here. That's why no quotation was sent. It's okay sir, if someone didn't send it to you before, if you tell me the requirement today, I will share you the uh pricing within two to three hours. (ஓ, அப்படியா? சார், இதுவரைக்கும் நீங்க solid-ஆ ஒரு requirement இங்கே நோட் பண்ணல. அதுக்கு தான் இப்போ quotation ஒன்னும் அனுப்பல. பரவாயில்ல சார், இப்போ உங்களுக்கு இதுக்கு முன்னாடி யாரோ அனுப்பில்லைன்னா, இப்போ இன்னைக்கு நீங்க requirement சொன்னா, நான் within two to three hours I'll share you the uh pricing.)\n[39s] CUSTOMER: Tell me sir, I just now took 110 tons of material. (சொல்லுங்க சார், நான் இப்போதான் ஒரு 110 ton எடுத்தேன் மெட்டீரியல்.)\n[42s] AGENT: Didn't hear, sir, what sir? (கேட்கல சார், என்ன சார்?)\n[43s] CUSTOMER: I just now took the material. (இப்போதான் எடுத்தேன் மெட்டீரியல்.)\n[45s] AGENT: Oh, you just took it now? Okay, okay. Then when will the next requirement come? (ஓ, இப்போதான் எடுத்தீங்களா? ஓகே, ஓகே. அப்போ நெக்ஸ்ட் எப்போதைக்கு requirement வரும்?)\n[48s] CUSTOMER: It will take about one month, sir, I'll tell you. (ஒரு one month ஆகும் சார், சொல்றேன்.)\n[50s] AGENT: It will take one month? It's okay, it's okay. I'll make a note. Now, for Amutha Engineering Works, after one month, I myself will call back and remind you. At that time, you can place the order with me. (One month ஆயிடுமா? பரவாயில்ல, பரவாயில்ல. நான் நோட் பண்ணி வெக்கிறேன். இப்போ அமுதா இன்ஜினியரிங் வொர்க்ஸ்-க்கு நான் ஒரு one month-க்கு அப்புறமா நானே திரும்பி கால் பண்ணி உங்களை ஞாபகப்படுத்துறேன். அப்போ அந்த டைம்-ல நீங்க ஆர்டர் என்கிட்ட place பண்ணலாம்.)\n[58s] CUSTOMER: Ah, do it. (ஆ, பண்ணுங்க.)\n[59s] AGENT: Okay sir. I have sent you a text on WhatsApp, from my personal WhatsApp number. So you can ping me on that itself, it's okay. (ஓகே சார். நான் WhatsApp-ல உங்களுக்கு டெக்ஸ்ட் பண்ணி வெச்சிருக்கேன், என் WhatsApp personal number-ல இருந்து. அப்போ அதுலயே நீங்க பிங் பண்ணலாம், பரவாயில்ல.)\n[65s] CUSTOMER: Alright, okay. (சரி, ஓகே.)\n[66s] AGENT: Okay sir, thank you.\n[68s] CUSTOMER: Okay, thank you.", "language": "Tamil", "languages": "[\"Tamil\", \"English\", \"Hindi\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: The call starts with faint crosstalk in Hindi before the main conversation in Tamil and English begins.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "When a customer has no immediate requirement, use the opportunity to conduct discovery (monthly volume, end-use, current suppliers) to make the future callback more effective.", "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 an engineering company. The customer raised a past service issue about not receiving quotations, which the agent addressed. The customer stated they had just procured 110 tons of material and would have a new requirement in one month. The agent agreed to call back in a month but did not perform any further discovery.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[14s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform. You have registered on this platform under the name Amutha Engineering Works.\", \"comment\": \"Agent greeted, identified JSW One, and used the customer's company name; the customer's response '[12s] Yes, tell me sir' served as implicit permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[14s] AGENT: ...So for now, are you looking for any HR, CR, coil, or sheet, sir?\", \"comment\": \"Agent successfully asked if a current requirement existed.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[50s] AGENT: ...after one month, I myself will call back and remind you. At that time, you can place the order with me.\", \"comment\": \"Agent established a clear and committed next step for a callback in one month, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate requirement, use the opportunity to conduct discovery (monthly volume, end-use, current suppliers) to make the future callback more effective.\", \"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 an engineering company. The customer raised a past service issue about not receiving quotations, which the agent addressed. The customer stated they had just procured 110 tons of material and would have a new requirement in one month. The agent agreed to call back in a month but did not perform any further discovery.\"}", "error": null, "latency_ms": 46973, "input_tokens": 3652, "output_tokens": 784, "created_at": "2026-09-25 12:00:58", "sentiment": "positive", "sentiment_score": 0.352, "sentiment_confidence": "high", "pos": 10, "neg": 2, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.766, "agent_talk_sec": 42.8, "customer_talk_sec": 13.1, "dead_air_sec": 68.1, "longest_monologue_sec": 8.6, "agent_wpm": 293.0, "interruptions": 0, "agent_turns": 12, "customer_turns": 12, "discovery_qs": 11, "words_agent": 209, "words_customer": 58, "monologue_heavy": 1, "turns": [ { "ucid": "21112178964286871", "idx": 0, "speaker": "unknown", "start_s": 0.87, "end_s": 2.0, "text_en": "Do it, if it has come back", "text_native": "करो वापस आ गया तो" }, { "ucid": "21112178964286871", "idx": 1, "speaker": "agent", "start_s": 2.64, "end_s": 3.04, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178964286871", "idx": 2, "speaker": "customer", "start_s": 3.64, "end_s": 4.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178964286871", "idx": 3, "speaker": "agent", "start_s": 4.3, "end_s": 7.84, "text_en": "Am I talking to Mr. uh sorry, am I talking to Amutha Engineering Works?", "text_native": "Am I talking to Mr. uh sorry, am I talking to Amutha Engineering Works?" }, { "ucid": "21112178964286871", "idx": 4, "speaker": "customer", "start_s": 8.21, "end_s": 8.61, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178964286871", "idx": 5, "speaker": "agent", "start_s": 9.0, "end_s": 11.84, "text_en": "Yeah, uh sir, greetings, I am Jeevan speaking. Is this Harikumar sir?", "text_native": "Yeah, uh sir, vanakkam, naan Jeevan pesuren. Idhu Harikumar sir alliya?" }, { "ucid": "21112178964286871", "idx": 6, "speaker": "customer", "start_s": 12.4, "end_s": 13.34, "text_en": "Yes, tell me sir.", "text_native": "ஆமா, சொல்லுங்க சார்." }, { "ucid": "21112178964286871", "idx": 7, "speaker": "agent", "start_s": 13.6, "end_s": 20.84, "text_en": "Sir, I am Jeevan speaking, from the JSW One platform. You have registered on this platform under the name Amutha Engineering Works. So for now, are you looking for any HR, CR, coil, or sheet, sir?", "text_native": "Sir, நான் ஜீவன் பேசுறேன், JSW One platform-இல் இருந்து. நீங்க இந்த platform-ல ரெஜிஸ்டர் பண்ணிருக்கீங்க அமுதா இன்ஜினியரிங் வொர்க்ஸ் பேர்ல. அப்போ இப்போதைக்கு ஏதாவது HR, CR, coil-ஓ, sheet-ஓ ஏதாவது பாக்குறீங்களா சார்?" }, { "ucid": "21112178964286871", "idx": 8, "speaker": "customer", "start_s": 21.24, "end_s": 21.94, "text_en": "Material, sir?", "text_native": "Material-ஆ சார்?" }, { "ucid": "21112178964286871", "idx": 9, "speaker": "agent", "start_s": 22.26, "end_s": 22.96, "text_en": "Yes sir, material.", "text_native": "ஆமா சார், material." }, { "ucid": "21112178964286871", "idx": 10, "speaker": "customer", "start_s": 23.3, "end_s": 27.0, "text_en": "For material requirement, they don't send any quotation, that's why I don't even ask.", "text_native": "Material, requirement-க்கு ஏதும் quotation-ஏ அனுப்ப மாட்டறாங்க, அதனால நான் கேட்கிறதே இல்ல." }, { "ucid": "21112178964286871", "idx": 11, "speaker": "agent", "start_s": 27.4, "end_s": 28.84, "text_en": "Who doesn't send? From JSW?", "text_native": "யாரு அனுப்ப மாட்டா? JSW-ல இருந்தா?" }, { "ucid": "21112178964286871", "idx": 12, "speaker": "customer", "start_s": 29.24, "end_s": 29.6, "text_en": "Yes.", "text_native": "ஆமா." }, { "ucid": "21112178964286871", "idx": 13, "speaker": "agent", "start_s": 30.4, "end_s": 39.04, "text_en": "Oh, is that so? Sir, until now you haven't noted a solid requirement here. That's why no quotation was sent. It's okay sir, if someone didn't send it to you before, if you tell me the requirement today, I will share you the uh pricing within two to three hours.", "text_native": "ஓ, அப்படியா? சார், இதுவரைக்கும் நீங்க solid-ஆ ஒரு requirement இங்கே நோட் பண்ணல. அதுக்கு தான் இப்போ quotation ஒன்னும் அனுப்பல. பரவாயில்ல சார், இப்போ உங்களுக்கு இதுக்கு முன்னாடி யாரோ அனுப்பில்லைன்னா, இப்போ இன்னைக்கு நீங்க requirement சொன்னா, நான் within two to three hours I'll share you the uh pricing." }, { "ucid": "21112178964286871", "idx": 14, "speaker": "customer", "start_s": 39.44, "end_s": 41.44, "text_en": "Tell me sir, I just now took 110 tons of material.", "text_native": "சொல்லுங்க சார், நான் இப்போதான் ஒரு 110 ton எடுத்தேன் மெட்டீரியல்." }, { "ucid": "21112178964286871", "idx": 15, "speaker": "agent", "start_s": 41.84, "end_s": 42.74, "text_en": "Didn't hear, sir, what sir?", "text_native": "கேட்கல சார், என்ன சார்?" }, { "ucid": "21112178964286871", "idx": 16, "speaker": "customer", "start_s": 43.34, "end_s": 44.44, "text_en": "I just now took the material.", "text_native": "இப்போதான் எடுத்தேன் மெட்டீரியல்." }, { "ucid": "21112178964286871", "idx": 17, "speaker": "agent", "start_s": 44.84, "end_s": 47.64, "text_en": "Oh, you just took it now? Okay, okay. Then when will the next requirement come?", "text_native": "ஓ, இப்போதான் எடுத்தீங்களா? ஓகே, ஓகே. அப்போ நெக்ஸ்ட் எப்போதைக்கு requirement வரும்?" }, { "ucid": "21112178964286871", "idx": 18, "speaker": "customer", "start_s": 48.04, "end_s": 49.64, "text_en": "It will take about one month, sir, I'll tell you.", "text_native": "ஒரு one month ஆகும் சார், சொல்றேன்." }, { "ucid": "21112178964286871", "idx": 19, "speaker": "agent", "start_s": 49.84, "end_s": 57.84, "text_en": "It will take one month? It's okay, it's okay. I'll make a note. Now, for Amutha Engineering Works, after one month, I myself will call back and remind you. At that time, you can place the order with me.", "text_native": "One month ஆயிடுமா? பரவாயில்ல, பரவாயில்ல. நான் நோட் பண்ணி வெக்கிறேன். இப்போ அமுதா இன்ஜினியரிங் வொர்க்ஸ்-க்கு நான் ஒரு one month-க்கு அப்புறமா நானே திரும்பி கால் பண்ணி உங்களை ஞாபகப்படுத்துறேன். அப்போ அந்த டைம்-ல நீங்க ஆர்டர் என்கிட்ட place பண்ணலாம்." }, { "ucid": "21112178964286871", "idx": 20, "speaker": "customer", "start_s": 58.44, "end_s": 59.04, "text_en": "Ah, do it.", "text_native": "ஆ, பண்ணுங்க." }, { "ucid": "21112178964286871", "idx": 21, "speaker": "agent", "start_s": 59.34, "end_s": 64.84, "text_en": "Okay sir. I have sent you a text on WhatsApp, from my personal WhatsApp number. So you can ping me on that itself, it's okay.", "text_native": "ஓகே சார். நான் WhatsApp-ல உங்களுக்கு டெக்ஸ்ட் பண்ணி வெச்சிருக்கேன், என் WhatsApp personal number-ல இருந்து. அப்போ அதுலயே நீங்க பிங் பண்ணலாம், பரவாயில்ல." }, { "ucid": "21112178964286871", "idx": 22, "speaker": "customer", "start_s": 65.24, "end_s": 65.84, "text_en": "Alright, okay.", "text_native": "சரி, ஓகே." }, { "ucid": "21112178964286871", "idx": 23, "speaker": "agent", "start_s": 66.14, "end_s": 66.94, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." }, { "ucid": "21112178964286871", "idx": 24, "speaker": "customer", "start_s": 67.54, "end_s": 68.24, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178964286871", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[14s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform. You have registered on this platform under the name Amutha Engineering Works.", "comment": "Agent greeted, identified JSW One, and used the customer's company name; the customer's response '[12s] Yes, tell me sir' served as implicit permission." }, { "ucid": "21112178964286871", "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 lead with a supply or price hook, instead asking directly for a requirement." }, { "ucid": "21112178964286871", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions about the customer's business, monthly tonnage, or current suppliers." }, { "ucid": "21112178964286871", "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 during the call." }, { "ucid": "21112178964286871", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[14s] AGENT: ...So for now, are you looking for any HR, CR, coil, or sheet, sir?", "comment": "Agent successfully asked if a current requirement existed." }, { "ucid": "21112178964286871", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[50s] AGENT: ...after one month, I myself will call back and remind you. At that time, you can place the order with me.", "comment": "Agent established a clear and committed next step for a callback in one month, which the customer agreed to." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }