{ "ucid": "21112178575832611", "call_date": "2026-08-03", "start_time": "1899-12-30 17:28:46", "end_time": "1899-12-30 17:30:23", "duration_sec": 97, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "No_requirement", "agent": "Varun Siddhardha jillapalli", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf3c1ce8b69f7346eccdac4add9529ab9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 167, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178575832611__DIAf3c1ce8b69f7346eccdac4add9529ab9.mp3", "audio_bytes": 238896, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 79.632, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Hello, namaste sir.\n[4s] CUSTOMER: Namaste.\n[5s] AGENT: I am speaking from JSW One [inaudible]. (నేను JSW One [inaudible] మాట్లాడుతున్నాను.)\n[7s] CUSTOMER: Hello?\n[8s] AGENT: Hello, can you hear me sir? My name is Varun, I am speaking from JSW. (హలో, వినిపిస్తుందా సార్? నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను.)\n[11s] CUSTOMER: Sir, speak in Hindi, I don't know Telugu. (सर, हिंदी में बात करिए, मुझको तेलुगु नहीं आती।)\n[14s] AGENT: Okay okay. Uh, or any language? Are you comfortable with English?\n[18s] CUSTOMER: Yeah.\n[18s] AGENT: Okay. So Varun this side from JSW One platform. So actually I have called you regarding you have been registered in our JSW One platform on the name of Elite Enterprises.\n[26s] CUSTOMER: Yeah.\n[27s] AGENT: So, so what kind of material do you require for your business?\n[30s] CUSTOMER: MS plates sir.\n[31s] AGENT: MS plates mostly. So as of today do you have any requirement sir?\n[35s] CUSTOMER: No, not right now.\n[36s] AGENT: No, not right now.\n[36s] AGENT: Okay. Okay, no issue. Uh, you can just save my contact number sir. For upcoming requirements, so you can share with me. So I can help you with my pricing part and all. And because we do have our own T1S stock material. So in that we used to handle better prices for HR material.\n[48s] CUSTOMER: Okay, I'll call you.\n[49s] AGENT: Yeah. Definitely. Thank you sir.\n[51s] CUSTOMER: Thank you.\n[52s] AGENT: Right.", "language": "English", "languages": "[\"Telugu\", \"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: The call starts in Telugu, the customer requests to switch to Hindi, and the conversation then proceeds in English. One early utterance by the agent is muffled.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 turns, clean transcript (5% inaudible)", "band_language": "English", "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": "You skipped the hook and discovery steps entirely, moving straight to asking for a requirement. You must follow the pitch structure to understand the customer's business before asking for an order.", "usp_relevance": "mismatched", "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": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead from Elite Enterprises who had registered on the platform. After a language switch, the agent asked what material the customer needs (MS Plates) and if there was a current requirement. The customer confirmed no immediate need, and the agent asked them to save his number for the future.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So Varun this side from JSW One platform. So actually I have called you regarding you have been registered in our JSW One platform on the name of Elite Enterprises.\", \"comment\": \"The agent did not use the customer's contact name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So, so what kind of material do you require for your business?\", \"comment\": \"The agent skipped the hook entirely and went straight into a discovery-type question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, manufacturing process, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I can help you with my pricing part and all. And because we do have our own T1S stock material.\", \"comment\": \"The agent pitched USPs without performing any discovery, so their relevance could not be established.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So as of today do you have any requirement sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you can just save my contact number sir. For upcoming requirements, so you can share with me.\", \"comment\": \"The agent did not secure a committed next step, instead placing the onus on the customer to call back.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"You skipped the hook and discovery steps entirely, moving straight to asking for a requirement. You must follow the pitch structure to understand the customer's business before asking for an order.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from Elite Enterprises who had registered on the platform. After a language switch, the agent asked what material the customer needs (MS Plates) and if there was a current requirement. The customer confirmed no immediate need, and the agent asked them to save his number for the future.\"}", "error": null, "latency_ms": 32944, "input_tokens": 3043, "output_tokens": 780, "created_at": "2026-09-25 10:55:16", "sentiment": "positive", "sentiment_score": 0.157, "sentiment_confidence": "high", "pos": 9, "neg": 3, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.83, "agent_talk_sec": 36.7, "customer_talk_sec": 7.5, "dead_air_sec": 52.8, "longest_monologue_sec": 12.0, "agent_wpm": 258.3, "interruptions": 0, "agent_turns": 12, "customer_turns": 10, "discovery_qs": 5, "words_agent": 158, "words_customer": 26, "monologue_heavy": 1, "turns": [ { "ucid": "21112178575832611", "idx": 0, "speaker": "customer", "start_s": 0.38, "end_s": 0.91, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178575832611", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 1.83, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178575832611", "idx": 2, "speaker": "agent", "start_s": 2.21, "end_s": 3.24, "text_en": "Hello, namaste sir.", "text_native": "Hello, namaste sir." }, { "ucid": "21112178575832611", "idx": 3, "speaker": "customer", "start_s": 3.56, "end_s": 4.14, "text_en": "Namaste.", "text_native": "Namaste." }, { "ucid": "21112178575832611", "idx": 4, "speaker": "agent", "start_s": 4.6, "end_s": 6.29, "text_en": "I am speaking from JSW One [inaudible].", "text_native": "నేను JSW One [inaudible] మాట్లాడుతున్నాను." }, { "ucid": "21112178575832611", "idx": 5, "speaker": "customer", "start_s": 6.82, "end_s": 7.32, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178575832611", "idx": 6, "speaker": "agent", "start_s": 7.64, "end_s": 10.8, "text_en": "Hello, can you hear me sir? My name is Varun, I am speaking from JSW.", "text_native": "హలో, వినిపిస్తుందా సార్? నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను." }, { "ucid": "21112178575832611", "idx": 7, "speaker": "customer", "start_s": 11.2, "end_s": 13.54, "text_en": "Sir, speak in Hindi, I don't know Telugu.", "text_native": "सर, हिंदी में बात करिए, मुझको तेलुगु नहीं आती।" }, { "ucid": "21112178575832611", "idx": 8, "speaker": "agent", "start_s": 13.9, "end_s": 17.28, "text_en": "Okay okay. Uh, or any language? Are you comfortable with English?", "text_native": "Okay okay. Uh, or any language? Are you comfortable with English?" }, { "ucid": "21112178575832611", "idx": 9, "speaker": "customer", "start_s": 17.62, "end_s": 18.0, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178575832611", "idx": 10, "speaker": "agent", "start_s": 18.4, "end_s": 25.54, "text_en": "Okay. So Varun this side from JSW One platform. So actually I have called you regarding you have been registered in our JSW One platform on the name of Elite Enterprises.", "text_native": "Okay. So Varun this side from JSW One platform. So actually I have called you regarding you have been registered in our JSW One platform on the name of Elite Enterprises." }, { "ucid": "21112178575832611", "idx": 11, "speaker": "customer", "start_s": 26.2, "end_s": 26.54, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178575832611", "idx": 12, "speaker": "agent", "start_s": 27.0, "end_s": 30.0, "text_en": "So, so what kind of material do you require for your business?", "text_native": "So, so what kind of material do you require for your business?" }, { "ucid": "21112178575832611", "idx": 13, "speaker": "customer", "start_s": 30.3, "end_s": 31.1, "text_en": "MS plates sir.", "text_native": "MS plates sir." }, { "ucid": "21112178575832611", "idx": 14, "speaker": "agent", "start_s": 31.4, "end_s": 34.3, "text_en": "MS plates mostly. So as of today do you have any requirement sir?", "text_native": "MS plates mostly. So as of today do you have any requirement sir?" }, { "ucid": "21112178575832611", "idx": 15, "speaker": "customer", "start_s": 34.6, "end_s": 35.4, "text_en": "No, not right now.", "text_native": "No, not right now." }, { "ucid": "21112178575832611", "idx": 16, "speaker": "agent", "start_s": 35.5, "end_s": 36.0, "text_en": "No, not right now.", "text_native": "No, not right now." }, { "ucid": "21112178575832611", "idx": 17, "speaker": "agent", "start_s": 36.0, "end_s": 47.5, "text_en": "Okay. Okay, no issue. Uh, you can just save my contact number sir. For upcoming requirements, so you can share with me. So I can help you with my pricing part and all. And because we do have our own T1S stock material. So in that we used to handle better prices for HR material.", "text_native": "Okay. Okay, no issue. Uh, you can just save my contact number sir. For upcoming requirements, so you can share with me. So I can help you with my pricing part and all. And because we do have our own T1S stock material. So in that we used to handle better prices for HR material." }, { "ucid": "21112178575832611", "idx": 18, "speaker": "customer", "start_s": 47.9, "end_s": 48.7, "text_en": "Okay, I'll call you.", "text_native": "Okay, I'll call you." }, { "ucid": "21112178575832611", "idx": 19, "speaker": "agent", "start_s": 49.3, "end_s": 51.0, "text_en": "Yeah. Definitely. Thank you sir.", "text_native": "Yeah. Definitely. Thank you sir." }, { "ucid": "21112178575832611", "idx": 20, "speaker": "customer", "start_s": 51.3, "end_s": 51.7, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178575832611", "idx": 21, "speaker": "agent", "start_s": 52.3, "end_s": 52.6, "text_en": "Right.", "text_native": "Right." } ], "steps": [ { "ucid": "21112178575832611", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So Varun this side from JSW One platform. So actually I have called you regarding you have been registered in our JSW One platform on the name of Elite Enterprises.", "comment": "The agent did not use the customer's contact name or ask for permission to speak." }, { "ucid": "21112178575832611", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So, so what kind of material do you require for your business?", "comment": "The agent skipped the hook entirely and went straight into a discovery-type question." }, { "ucid": "21112178575832611", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, manufacturing process, volume, or suppliers." }, { "ucid": "21112178575832611", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I can help you with my pricing part and all. And because we do have our own T1S stock material.", "comment": "The agent pitched USPs without performing any discovery, so their relevance could not be established." }, { "ucid": "21112178575832611", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So as of today do you have any requirement sir?", "comment": "The agent successfully asked if the customer had a current requirement." }, { "ucid": "21112178575832611", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "you can just save my contact number sir. For upcoming requirements, so you can share with me.", "comment": "The agent did not secure a committed next step, instead placing the onus on the customer to call back." } ], "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": [] }