{
  "ucid": "21112178970973451",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 11:05:34",
  "end_time": "2026-09-18 11:07:41",
  "duration_sec": 127,
  "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/DIAbb629592d3db2004cfde350d3d90a1c3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1445,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178970973451__DIAbb629592d3db2004cfde350d3d90a1c3.mp3",
  "audio_bytes": 302832,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 100.944,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (ஹலோ.)\n[1s] AGENT: Hello, greetings sir, is this Rajamanickam sir?   (ஹலோ, வணக்கம் சார், இது ராஜமாணிக்கம் சார் இல்லையா?)\n[3s] CUSTOMER: Yes.   (ஆமாங்க.)\n[4s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform.   (சார், நான் ஜீவன் பேசறேன், JSW One ப்ளாட்பார்ம்ல இருந்து.)\n[6s] CUSTOMER: Ah, sir, tell me.   (ஆ, சார் சொல்லுங்க.)\n[7s] AGENT: Sir, have you registered under the name Mettur Fabricators and Rubber Lining? So, if you have any HR, CR, sheet, coil requirement right now, I can support you with pricing, transportation and all.   (சார், நீங்க மெட்டூர் ஃபேப்ரிகேட்டர்ஸ் அண்ட் ரப்பர் லைனிங் பேர்ல ரெஜிஸ்டர் பண்ணிருக்கீங்களா? அப்போ இப்போதைக்கு உங்களுக்கு ஏதாவது HR, CR, ஷீட், காயில் ரிக்குவயர்மென்ட் இருந்தா நான் சப்போர்ட் பண்றேன், ப்ரைசிங்லும், டிரான்ஸ்போர்ட்டேஷனும் எல்லாம்.)\n[14s] CUSTOMER: You do both HR and CR, sir?   (HR, CR ரெண்டுமே பண்றீங்களா சார்?)\n[15s] AGENT: We do HR, CR, TMT, PPGL, all these, sir.   (HR, CR, TMT, PPGL, இதெல்லாம் பண்றோம் சார்.)\n[17s] CUSTOMER: I understand, I understand. Okay, okay, okay, okay. Where is our office, sir?   (புரியுது, புரியுது. சரி, சரி, சரி, சரி. நம்ம ஆபீஸ் சார் எங்க?)\n[20s] AGENT: Sir, I am here in JSW headquarters in Mumbai. But we have yards in Chennai, Coimbatore, we can supply from there.   (சார், நான் இருக்கிறது இங்கே JSW ஹெட் குவாட்டர்ஸ் மும்பையில. ஆனா நம்ம சென்னை, கோயம்புத்தூர்ல எல்லாம் யார்ட்ஸ் இருக்கு, அங்கே இருந்து சப்ளை பண்ணலாம்.)\n[24s] CUSTOMER: I understand, sir. Okay, okay, okay.   (புரியுது சார். சரி, சரி, சரி.)\n[25s] AGENT: Okay. So sir, after you get onboarded for the first time, you have advantages like cashback, in the second trans... what to say, transaction, after that credit eligibility, like that.   (ஓகே. அப்போ சார், நீங்க ஃபர்ஸ்ட் டைம் இங்க ஆன் போர்டு ஆகறதுக்கு அப்புறம் உங்களுக்கு கேஷ்பேக், செகண்ட் ட்ரான்ஸ்... என்ன சொல்றது, ட்ரான்சாக்ஷன்ல, அதுக்கப்புறம் கிரெடிட் எலிஜிபிலிட்டி, அந்த மாதிரி அட்வான்டேஜஸ்ஸும் இருக்கு.)\n[34s] AGENT: So, if you place an order with us, you have more advantages, that's why I said it.   (அப்போ, நீங்க ஒரு ஆர்டர் நம்மகிட்ட ப்ளேஸ் பண்ணினா உங்களுக்கு ஜாஸ்தி அட்வான்டேஜ் இருக்கு, அதுக்குதான் சொன்னேன்.)\n[38s] AGENT: Hello.   (ஹலோ.)\n[39s] AGENT: Hello.   (ஹலோ.)\n[40s] AGENT: Hello.   (ஹலோ.)\n[41s] AGENT: Sir, can you hear me, sir?   (சார், கேக்குதாங்களா சார்?)\n[42s] CUSTOMER: Ah, sir, I can hear you, sir.   (ஆ, சார், கேக்குது சார்.)\n[43s] AGENT: Yes, okay, okay. So sir, do you have a requirement now?   (ஆமா, சரி, சரி. அப்போ சார், உங்களுக்கு இப்போ ரிக்குவயர்மென்ட் இருக்கா?)\n[45s] CUSTOMER: I have one now, sir. Will you call me on a Monday, sir? I will need about 5mm, about 10 ton. I will call you on Monday.   (இப்போ எனக்கு இருக்கு சார். எனக்கு நீங்க ஒரு மண்டே கூப்பிடுறீங்களா சார்? நான் உங்களுக்கு ஒரு 5mm ஒரு 10 டன் தேவைப்படும். நான் உங்களுக்கு மண்டே கால் பண்றேன்.)\n[50s] AGENT: Okay. Okay, okay. I will send you a message on this WhatsApp number now. You call on that number.   (ஓகே. சரி, சரி. நான் இப்போ உங்களுக்கு இந்த WhatsApp நம்பர்ல மெசேஜ் போட்டு வைக்கிறேன். நீங்க அந்த நம்பர்ல கால் பண்ணுங்க.)\n[54s] CUSTOMER: Okay, okay.   (ஓகே, ஓகே.)\n[55s] AGENT: Okay, okay. Thank you sir, thank you so much.   (ஓகே, ஓகே. தேங்க்யூ சார், தேங்க்யூ சோ மச்.)\n[57s] CUSTOMER: Thank you sir.   (தேங்க்யூ சார்.)",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 24,
  "connected": 1,
  "audio_notes": "clear: Some background noise and chatter on the customer's side, but the main conversation is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "24 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": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You missed a key opportunity by not asking any discovery questions; ask about the customer's business *before* pitching benefits to make your pitch relevant and effective.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "Agent contacted a fabricator who confirmed a potential requirement for 10 tons of 5mm material. The agent failed to conduct discovery or fully qualify the requirement's details. The customer requested a callback for Monday, but the agent concluded by asking the customer to call him back instead of scheduling a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am Jeevan speaking, from the JSW One platform.\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW One, gaining implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"if you have any HR, CR, sheet, coil requirement right now, I can support you with pricing, transportation and all.\", \"comment\": \"Agent offered support with pricing and transport, which serves as a functional, if weak, hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions about the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you have advantages like cashback, in the second trans... what to say, transaction, after that credit eligibility, like that.\", \"comment\": \"Agent pitched USPs (cashback, credit) without any prior discovery, making them irrelevant by default.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So sir, do you have a requirement now?\", \"comment\": \"Agent asked if a requirement exists but failed to capture the necessary details (grade, width, location, date) when the customer confirmed one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will send you a message on this WhatsApp number now. You call on that number.\", \"comment\": \"Agent did not commit to a specific callback time, instead asking the customer to call back, which is not a committed next step.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"You missed a key opportunity by not asking any discovery questions; ask about the customer's business *before* pitching benefits to make your pitch relevant and 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 fabricator who confirmed a potential requirement for 10 tons of 5mm material. The agent failed to conduct discovery or fully qualify the requirement's details. The customer requested a callback for Monday, but the agent concluded by asking the customer to call him back instead of scheduling a firm next step.\"}",
  "error": null,
  "latency_ms": 42433,
  "input_tokens": 3682,
  "output_tokens": 800,
  "created_at": "2026-09-25 11:58:25",
  "sentiment": "positive",
  "sentiment_score": 0.503,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 0,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.731,
  "agent_talk_sec": 36.7,
  "customer_talk_sec": 13.5,
  "dead_air_sec": 76.8,
  "longest_monologue_sec": 12.4,
  "agent_wpm": 286.1,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 10,
  "discovery_qs": 4,
  "words_agent": 175,
  "words_customer": 71,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178970973451",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.8,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178970973451",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.17,
      "end_s": 3.2,
      "text_en": "Hello, greetings sir, is this Rajamanickam sir?",
      "text_native": "ஹலோ, வணக்கம் சார், இது ராஜமாணிக்கம் சார் இல்லையா?"
    },
    {
      "ucid": "21112178970973451",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.43,
      "end_s": 3.95,
      "text_en": "Yes.",
      "text_native": "ஆமாங்க."
    },
    {
      "ucid": "21112178970973451",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.05,
      "end_s": 6.2,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "text_native": "சார், நான் ஜீவன் பேசறேன், JSW One ப்ளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178970973451",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.4,
      "end_s": 7.0,
      "text_en": "Ah, sir, tell me.",
      "text_native": "ஆ, சார் சொல்லுங்க."
    },
    {
      "ucid": "21112178970973451",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.08,
      "end_s": 13.48,
      "text_en": "Sir, have you registered under the name Mettur Fabricators and Rubber Lining? So, if you have any HR, CR, sheet, coil requirement right now, I can support you with pricing, transportation and all.",
      "text_native": "சார், நீங்க மெட்டூர் ஃபேப்ரிகேட்டர்ஸ் அண்ட் ரப்பர் லைனிங் பேர்ல ரெஜிஸ்டர் பண்ணிருக்கீங்களா? அப்போ இப்போதைக்கு உங்களுக்கு ஏதாவது HR, CR, ஷீட், காயில் ரிக்குவயர்மென்ட் இருந்தா நான் சப்போர்ட் பண்றேன், ப்ரைசிங்லும், டிரான்ஸ்போர்ட்டேஷனும் எல்லாம்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.6,
      "end_s": 14.8,
      "text_en": "You do both HR and CR, sir?",
      "text_native": "HR, CR ரெண்டுமே பண்றீங்களா சார்?"
    },
    {
      "ucid": "21112178970973451",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 17.0,
      "text_en": "We do HR, CR, TMT, PPGL, all these, sir.",
      "text_native": "HR, CR, TMT, PPGL, இதெல்லாம் பண்றோம் சார்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 19.5,
      "text_en": "I understand, I understand. Okay, okay, okay, okay. Where is our office, sir?",
      "text_native": "புரியுது, புரியுது. சரி, சரி, சரி, சரி. நம்ம ஆபீஸ் சார் எங்க?"
    },
    {
      "ucid": "21112178970973451",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.6,
      "end_s": 24.0,
      "text_en": "Sir, I am here in JSW headquarters in Mumbai. But we have yards in Chennai, Coimbatore, we can supply from there.",
      "text_native": "சார், நான் இருக்கிறது இங்கே JSW ஹெட் குவாட்டர்ஸ் மும்பையில. ஆனா நம்ம சென்னை, கோயம்புத்தூர்ல எல்லாம் யார்ட்ஸ் இருக்கு, அங்கே இருந்து சப்ளை பண்ணலாம்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 10,
      "speaker": "customer",
      "start_s": 24.1,
      "end_s": 25.2,
      "text_en": "I understand, sir. Okay, okay, okay.",
      "text_native": "புரியுது சார். சரி, சரி, சரி."
    },
    {
      "ucid": "21112178970973451",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 32.8,
      "text_en": "Okay. So sir, after you get onboarded for the first time, you have advantages like cashback, in the second trans... what to say, transaction, after that credit eligibility, like that.",
      "text_native": "ஓகே. அப்போ சார், நீங்க ஃபர்ஸ்ட் டைம் இங்க ஆன் போர்டு ஆகறதுக்கு அப்புறம் உங்களுக்கு கேஷ்பேக், செகண்ட் ட்ரான்ஸ்... என்ன சொல்றது, ட்ரான்சாக்ஷன்ல, அதுக்கப்புறம் கிரெடிட் எலிஜிபிலிட்டி, அந்த மாதிரி அட்வான்டேஜஸ்ஸும் இருக்கு."
    },
    {
      "ucid": "21112178970973451",
      "idx": 12,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 36.2,
      "text_en": "So, if you place an order with us, you have more advantages, that's why I said it.",
      "text_native": "அப்போ, நீங்க ஒரு ஆர்டர் நம்மகிட்ட ப்ளேஸ் பண்ணினா உங்களுக்கு ஜாஸ்தி அட்வான்டேஜ் இருக்கு, அதுக்குதான் சொன்னேன்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 13,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 38.2,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178970973451",
      "idx": 14,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 39.2,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178970973451",
      "idx": 15,
      "speaker": "agent",
      "start_s": 39.8,
      "end_s": 40.2,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178970973451",
      "idx": 16,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 41.8,
      "text_en": "Sir, can you hear me, sir?",
      "text_native": "சார், கேக்குதாங்களா சார்?"
    },
    {
      "ucid": "21112178970973451",
      "idx": 17,
      "speaker": "customer",
      "start_s": 42.5,
      "end_s": 43.3,
      "text_en": "Ah, sir, I can hear you, sir.",
      "text_native": "ஆ, சார், கேக்குது சார்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 18,
      "speaker": "agent",
      "start_s": 43.4,
      "end_s": 45.2,
      "text_en": "Yes, okay, okay. So sir, do you have a requirement now?",
      "text_native": "ஆமா, சரி, சரி. அப்போ சார், உங்களுக்கு இப்போ ரிக்குவயர்மென்ட் இருக்கா?"
    },
    {
      "ucid": "21112178970973451",
      "idx": 19,
      "speaker": "customer",
      "start_s": 45.3,
      "end_s": 50.0,
      "text_en": "I have one now, sir. Will you call me on a Monday, sir? I will need about 5mm, about 10 ton. I will call you on Monday.",
      "text_native": "இப்போ எனக்கு இருக்கு சார். எனக்கு நீங்க ஒரு மண்டே கூப்பிடுறீங்களா சார்? நான் உங்களுக்கு ஒரு 5mm ஒரு 10 டன் தேவைப்படும். நான் உங்களுக்கு மண்டே கால் பண்றேன்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 20,
      "speaker": "agent",
      "start_s": 50.1,
      "end_s": 54.0,
      "text_en": "Okay. Okay, okay. I will send you a message on this WhatsApp number now. You call on that number.",
      "text_native": "ஓகே. சரி, சரி. நான் இப்போ உங்களுக்கு இந்த WhatsApp நம்பர்ல மெசேஜ் போட்டு வைக்கிறேன். நீங்க அந்த நம்பர்ல கால் பண்ணுங்க."
    },
    {
      "ucid": "21112178970973451",
      "idx": 21,
      "speaker": "customer",
      "start_s": 54.1,
      "end_s": 54.8,
      "text_en": "Okay, okay.",
      "text_native": "ஓகே, ஓகே."
    },
    {
      "ucid": "21112178970973451",
      "idx": 22,
      "speaker": "agent",
      "start_s": 54.9,
      "end_s": 56.5,
      "text_en": "Okay, okay. Thank you sir, thank you so much.",
      "text_native": "ஓகே, ஓகே. தேங்க்யூ சார், தேங்க்யூ சோ மச்."
    },
    {
      "ucid": "21112178970973451",
      "idx": 23,
      "speaker": "customer",
      "start_s": 56.6,
      "end_s": 57.3,
      "text_en": "Thank you sir.",
      "text_native": "தேங்க்யூ சார்."
    }
  ],
  "steps": [
    {
      "ucid": "21112178970973451",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "comment": "Agent greeted, used the customer's name, and identified JSW One, gaining implicit permission to proceed."
    },
    {
      "ucid": "21112178970973451",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "if you have any HR, CR, sheet, coil requirement right now, I can support you with pricing, transportation and all.",
      "comment": "Agent offered support with pricing and transport, which serves as a functional, if weak, hook."
    },
    {
      "ucid": "21112178970973451",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the required discovery questions about the customer's business or procurement habits."
    },
    {
      "ucid": "21112178970973451",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "you have advantages like cashback, in the second trans... what to say, transaction, after that credit eligibility, like that.",
      "comment": "Agent pitched USPs (cashback, credit) without any prior discovery, making them irrelevant by default."
    },
    {
      "ucid": "21112178970973451",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So sir, do you have a requirement now?",
      "comment": "Agent asked if a requirement exists but failed to capture the necessary details (grade, width, location, date) when the customer confirmed one."
    },
    {
      "ucid": "21112178970973451",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will send you a message on this WhatsApp number now. You call on that number.",
      "comment": "Agent did not commit to a specific callback time, instead asking the customer to call back, which is not a committed next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}