{
  "ucid": "21112178964994651",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 18:29:06",
  "end_time": "2026-09-17 18:30:31",
  "duration_sec": 85,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcb9f8009b59387bf562c5e1dd4bd1df4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1462,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964994651__DIAcb9f8009b59387bf562c5e1dd4bd1df4.mp3",
  "audio_bytes": 212760,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 70.92,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello. Hello. Hello.\n[8s] AGENT: Greetings sir, I am Jeevan speaking, from JSW Steels.   (வணக்கம் சார், நான் ஜீவன் பேசுறேன், JSW Steels-ல இருந்து.)\n[11s] CUSTOMER: Tell me, sir.   (சொல்லுங்க சார்.)\n[12s] AGENT: Sir, do you have any requirement for now? Any HR CR coil sheet?   (சார், இப்போதைக்கு ஏதாச்சும் requirement இருக்கா? HR CR coil sheet ஏதாச்சும்?)\n[16s] CUSTOMER: Yes, yes. In JSW, I need beams item, sir.   (ஆமா, ஆமா. JSW-ல beams ஐட்டம் தான் தேவை இருக்கு சார்.)\n[19s] AGENT: Plate item?   (Plate item-ஆ?)\n[20s] CUSTOMER: Yes sir.   (ஆமா சார்.)\n[21s] AGENT: Okay, beams?   (ஓகே, beams-ஆ?)\n[22s] CUSTOMER: Yes sir.   (ஆமா சார்.)\n[22s] AGENT: Okay, okay. Sir, okay I'll do one thing. Now your 9360765501, this is your WhatsApp number, right?   (சரி, சரி. சார், சரி ஒரு வேலை பண்றேன். இப்போ உங்க 9360765501, இது உங்க WhatsApp நம்பர் தானே?)\n[27s] CUSTOMER: Yes sir.   (ஆமா சார்.)\n[27s] AGENT: Okay, I will send a message to that WhatsApp number from my personal number. You please mention the attributes, size, dimensions of that beam. Grade and all that. I will check the availability and tell you. Now our minimum order of quantity is up to five metric ton. So, please place a requirement that matches that.   (சரி, நான் அந்த WhatsApp நம்பருக்கு நான் என் personal நம்பர்ல இருந்து message போட்டுக்கிறேன். நீங்க அந்த beam-ஓட அந்த attributes, size, dimensions, அது கொஞ்சம் mention பண்ணி வச்சிருங்க. Grade அதெல்லாம். நான் availability check பண்ணி உங்களுக்கு சொல்றேன். இப்போ நம்ம minimum order of quantity five metric ton வரைக்கும் இருக்கும். அப்போ அது கொஞ்சம் match ஆகுற மாதிரி நீங்க requirement போடு.)\n[39s] CUSTOMER: Now I need 22 tons, sir.   (இப்போ 22 ton தேவை இருக்கு சார்.)\n[40s] AGENT: 22 tons? Then it's fine. Then now I just have to check if there is availability. So you place that enquiry. I will check and send you the pricing.   (22 ton-ஆ? அப்போ பரவாயில்லை. அப்போ இப்போ availability இருக்கான்னு மட்டும் தான் பாக்கணும். அப்போ நீங்க அது enquiry போடு. நான் check பண்ணிட்டு உங்களுக்கு pricing அனுப்புறேன்.)\n[47s] CUSTOMER: Okay, okay sir.   (ஓகே, ஓகே சார்.)\n[48s] AGENT: Okay? Thank you, thank you sir.   (ஓகே வா? Thank you, thank you sir.)\n[50s] CUSTOMER: Thank you sir.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is a brief, slightly unclear exchange where the agent seems to mishear 'beams' as 'plates' before re-confirming.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": 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 skipped the entire discovery process; profile the customer first to understand their business before jumping to a specific requirement.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent asked for requirements, and the customer specified a need for 22 tons of JSW beams. The agent skipped discovery and instructed the customer to send the detailed specifications via WhatsApp. The call concluded with the agent promising to check availability and provide a price upon receiving the details.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self but failed to ask for permission before asking about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately pivoted to the customer's stated need.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was performed to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not capture the specific requirement details (grade, size) on the call, instead asking the customer to send them via WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"you place that enquiry. I will check and send you the pricing.\", \"comment\": \"Agent established a clear next step for the customer to send details and for the agent to respond with availability and price.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire discovery process; profile the customer first to understand their business before jumping to a specific requirement.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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 asked for requirements, and the customer specified a need for 22 tons of JSW beams. The agent skipped discovery and instructed the customer to send the detailed specifications via WhatsApp. The call concluded with the agent promising to check availability and provide a price upon receiving the details.\"}",
  "error": null,
  "latency_ms": 43206,
  "input_tokens": 3246,
  "output_tokens": 677,
  "created_at": "2026-09-25 11:59:08",
  "sentiment": "positive",
  "sentiment_score": 0.531,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.758,
  "agent_talk_sec": 30.4,
  "customer_talk_sec": 9.7,
  "dead_air_sec": 44.9,
  "longest_monologue_sec": 10.7,
  "agent_wpm": 264.5,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 9,
  "discovery_qs": 7,
  "words_agent": 134,
  "words_customer": 33,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178964994651",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.57,
      "end_s": 7.53,
      "text_en": "Hello. Hello. Hello.",
      "text_native": "Hello. Hello. Hello."
    },
    {
      "ucid": "21112178964994651",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.838,
      "end_s": 10.828,
      "text_en": "Greetings sir, I am Jeevan speaking, from JSW Steels.",
      "text_native": "வணக்கம் சார், நான் ஜீவன் பேசுறேன், JSW Steels-ல இருந்து."
    },
    {
      "ucid": "21112178964994651",
      "idx": 2,
      "speaker": "customer",
      "start_s": 11.238,
      "end_s": 11.818,
      "text_en": "Tell me, sir.",
      "text_native": "சொல்லுங்க சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 3,
      "speaker": "agent",
      "start_s": 12.178,
      "end_s": 15.228,
      "text_en": "Sir, do you have any requirement for now? Any HR CR coil sheet?",
      "text_native": "சார், இப்போதைக்கு ஏதாச்சும் requirement இருக்கா? HR CR coil sheet ஏதாச்சும்?"
    },
    {
      "ucid": "21112178964994651",
      "idx": 4,
      "speaker": "customer",
      "start_s": 15.838,
      "end_s": 18.828,
      "text_en": "Yes, yes. In JSW, I need beams item, sir.",
      "text_native": "ஆமா, ஆமா. JSW-ல beams ஐட்டம் தான் தேவை இருக்கு சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 5,
      "speaker": "agent",
      "start_s": 19.048,
      "end_s": 19.548,
      "text_en": "Plate item?",
      "text_native": "Plate item-ஆ?"
    },
    {
      "ucid": "21112178964994651",
      "idx": 6,
      "speaker": "customer",
      "start_s": 19.548,
      "end_s": 20.048,
      "text_en": "Yes sir.",
      "text_native": "ஆமா சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 7,
      "speaker": "agent",
      "start_s": 20.548,
      "end_s": 21.548,
      "text_en": "Okay, beams?",
      "text_native": "ஓகே, beams-ஆ?"
    },
    {
      "ucid": "21112178964994651",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.548,
      "end_s": 22.048,
      "text_en": "Yes sir.",
      "text_native": "ஆமா சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.248,
      "end_s": 26.248,
      "text_en": "Okay, okay. Sir, okay I'll do one thing. Now your 9360765501, this is your WhatsApp number, right?",
      "text_native": "சரி, சரி. சார், சரி ஒரு வேலை பண்றேன். இப்போ உங்க 9360765501, இது உங்க WhatsApp நம்பர் தானே?"
    },
    {
      "ucid": "21112178964994651",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.548,
      "end_s": 27.048,
      "text_en": "Yes sir.",
      "text_native": "ஆமா சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.348,
      "end_s": 38.048,
      "text_en": "Okay, I will send a message to that WhatsApp number from my personal number. You please mention the attributes, size, dimensions of that beam. Grade and all that. I will check the availability and tell you. Now our minimum order of quantity is up to five metric ton. So, please place a requirement that matches that.",
      "text_native": "சரி, நான் அந்த WhatsApp நம்பருக்கு நான் என் personal நம்பர்ல இருந்து message போட்டுக்கிறேன். நீங்க அந்த beam-ஓட அந்த attributes, size, dimensions, அது கொஞ்சம் mention பண்ணி வச்சிருங்க. Grade அதெல்லாம். நான் availability check பண்ணி உங்களுக்கு சொல்றேன். இப்போ நம்ம minimum order of quantity five metric ton வரைக்கும் இருக்கும். அப்போ அது கொஞ்சம் match ஆகுற மாதிரி நீங்க requirement போடு."
    },
    {
      "ucid": "21112178964994651",
      "idx": 12,
      "speaker": "customer",
      "start_s": 38.548,
      "end_s": 39.848,
      "text_en": "Now I need 22 tons, sir.",
      "text_native": "இப்போ 22 ton தேவை இருக்கு சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 13,
      "speaker": "agent",
      "start_s": 40.048,
      "end_s": 46.548,
      "text_en": "22 tons? Then it's fine. Then now I just have to check if there is availability. So you place that enquiry. I will check and send you the pricing.",
      "text_native": "22 ton-ஆ? அப்போ பரவாயில்லை. அப்போ இப்போ availability இருக்கான்னு மட்டும் தான் பாக்கணும். அப்போ நீங்க அது enquiry போடு. நான் check பண்ணிட்டு உங்களுக்கு pricing அனுப்புறேன்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 14,
      "speaker": "customer",
      "start_s": 46.848,
      "end_s": 47.548,
      "text_en": "Okay, okay sir.",
      "text_native": "ஓகே, ஓகே சார்."
    },
    {
      "ucid": "21112178964994651",
      "idx": 15,
      "speaker": "agent",
      "start_s": 47.848,
      "end_s": 49.548,
      "text_en": "Okay? Thank you, thank you sir.",
      "text_native": "ஓகே வா? Thank you, thank you sir."
    },
    {
      "ucid": "21112178964994651",
      "idx": 16,
      "speaker": "customer",
      "start_s": 49.548,
      "end_s": 50.248,
      "text_en": "Thank you sir.",
      "text_native": "Thank you sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178964994651",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self but failed to ask for permission before asking about requirements."
    },
    {
      "ucid": "21112178964994651",
      "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 deliver a hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178964994651",
      "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; the agent immediately pivoted to the customer's stated need."
    },
    {
      "ucid": "21112178964994651",
      "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 performed to identify customer needs."
    },
    {
      "ucid": "21112178964994651",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not capture the specific requirement details (grade, size) on the call, instead asking the customer to send them via WhatsApp."
    },
    {
      "ucid": "21112178964994651",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "you place that enquiry. I will check and send you the pricing.",
      "comment": "Agent established a clear next step for the customer to send details and for the agent to respond with availability and price."
    }
  ],
  "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": []
}