{
  "ucid": "21112178575990471",
  "call_date": "2026-08-03",
  "start_time": "1899-12-30 17:55:04",
  "end_time": "1899-12-30 17:57:09",
  "duration_sec": 125,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd807116669a6731852c79d4275d093f6.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 186,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178575990471__DIAd807116669a6731852c79d4275d093f6.mp3",
  "audio_bytes": 290736,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 96.912,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (హలో?)\n[2s] AGENT: Hello?   (హలో?)\n[3s] CUSTOMER: Hello?   (హలో?)\n[4s] AGENT: Hello, namaste sir.   (హలో, నమస్తే సర్.)\n[5s] CUSTOMER: Namaste.   (నమస్తే.)\n[6s] AGENT: Sir, my name is Varun, I'm speaking from JSW.   (సర్, నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను.)\n[9s] CUSTOMER: Tell me.   (చెప్పండి.)\n[10s] AGENT: Sir, we spoke once last month about an enquiry, after that you didn't respond about it.   (సర్, మనం లాస్ట్ మంత్ ఒకసారి మనం ఒక ఎంక్వైరీ గురించి మాట్లాడాము, తర్వాత మీది రెస్పాండ్ అవ్వలేదు దాని గురించి.)\n[13s] CUSTOMER: Yes, yes, we are running around for another business. As that is running, we are planning another new project, we are busy with that. That's why I said if this has to be started, I will meet after this is done.   (అవునండి, అవునండి, అంటే మేము వేరే బిజినెస్ కోసం తిప్పుతున్నాము. అది నడుస్తుంది అని చెప్పి ఇంకోటి కొత్త ప్రాజెక్ట్ ప్లాన్ చేస్తున్నాం, దాని మీద బిజీగా ఉన్నాము. అందుకనేసి ఇది స్టార్ట్ చెయ్యాలన్నా ఇది అయిపోయాక కలుస్తాను అని చెప్పాను.)\n[22s] AGENT: Okay, so sir, that requirement is completely closed, right?   (ఓకే, అంటే సర్ ఆ రిక్వైర్మెంట్ కంప్లీట్ క్లోజ్ అయిపోయినట్టే కదా అది?)\n[25s] CUSTOMER: We have it every month. It's a running business.   (మాకు ఎవ్రీ మంత్ ఉంటుంది అది. ఇట్స్ ఏ రన్నింగ్ బిజినెస్ అది.)\n[27s] AGENT: Hmm, that's what I'm asking, did you take that requirement?   (హ్మ్, అదే, ఆ రిక్వైర్మెంట్ తీసుకున్నారా అంటున్నా.)\n[29s] CUSTOMER: That material keeps coming to us directly from the plant. In the Ballari plant, Pradeep is there, right? He is already giving it.   (అది మాకు వస్తూనే ఉంటది మెటీరియల్ డైరెక్ట్ ప్లాంట్ నుంచి. బళ్లారి ప్లాంట్ లో ఇక్కడ ప్రదీప్ ఉన్నాడు కదా, ఆయన ఆల్రెడీ ఇస్తున్నాడు.)\n[35s] AGENT: Okay. You purchased from your plant, okay.   (ఓకే. మీ ప్లాంట్ నుంచి పర్చేస్ చేసుకున్నారు, ఓకే.)\n[37s] CUSTOMER: Hmm. Ballari.   (హ్మ్. బళ్లారి.)\n[38s] AGENT: Okay sir, if there is any requirement for this month, please share it once.   (ఓకే సర్, ఈ మంత్ రిక్వైర్మెంట్ ఏమైనా ఉంటే షేర్ చేయండి ఒక్కసారి.)\n[40s] CUSTOMER: Yes, give me the correct rate, please.   (ఆ, నాకు రేట్ కరెక్ట్ గా ఇవ్వండి కొంచెం.)\n[42s] AGENT: Yes, I will give the correct rate through mail, sir, regarding the enquiry.   (ఆ, రేట్ నేను కరెక్ట్ గా మెయిల్ త్రూ ఇచ్చేస్తాను సర్, మాత్రం ఎంక్వైరీకి సంబంధించి.)\n[45s] CUSTOMER: Yes, I mean give the correct rate, because I get it directly from the plant, that's why.   (ఆ, అంటే రేట్ కరెక్ట్ ఇవ్వండి, నాకు ఎందుకంటే డైరెక్ట్ ప్లాంట్ నుంచి వస్తాయి నాకు అందుకని.)\n[48s] AGENT: Okay.   (ఓకే.)\n[49s] CUSTOMER: Okay?   (ఓకే నా?)\n[50s] AGENT: Okay, okay, definitely. I will give it. If there is an enquiry this time, just once... you must be having my number, sir, I will message you once again to that number.   (ఓకే, ఓకే, డెఫినిట్లీ. ఇస్తాను. ఈసారి ఎంక్వైరీ ఉంటే నాకు ఒక్కసారి ఈ... నా నంబర్ మీ దగ్గర ఉండే ఉంటుంది సర్, ఒకసారి నేను మళ్ళీ ఒకసారి మెసేజ్ చేస్తాను ఆ నంబర్ కి.)\n[56s] CUSTOMER: Right.   (రైట్.)\n[57s] AGENT: Just check once and if you have that enquiry...   (ఒకసారి చూసి నాకు ఆ ఎంక్వైరీ ఉంటే...)\n[58s] CUSTOMER: Send it, I will do it.   (పంపించండి, చేస్తాను.)\n[60s] AGENT: Okay.   (ఓకే.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 turns, clean transcript (0% inaudible)",
  "band_language": "Telugu",
  "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 says they already buy direct from the plant, use that as an opening for discovery. Ask what they manufacture and their monthly tonnage to understand their business and see where we can add value beyond just price.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent performed a follow-up call. The customer confirmed they have a recurring monthly requirement but currently source directly from the JSW Ballari plant. The customer raised objections related to their incumbent supplier and the need for a competitive price. The agent did not conduct discovery or pitch any USPs, but agreed to send a rate via email as the next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, my name is Varun, I'm speaking from JSW.\", \"comment\": \"The agent identified himself and the company, and the customer engaged, granting implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a reference to a previous conversation.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions. The customer volunteered their current supplier, but the agent did not probe for what they manufacture, tonnage, or other key details.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, even after the customer raised a concern about price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay sir, if there is any requirement for this month, please share it once.\", \"comment\": \"The agent successfully asked if a current requirement exists, even though the customer did not provide specific details.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will give the correct rate through mail, sir, regarding the enquiry.\", \"comment\": \"The agent committed to a clear next step of sending the rate via email, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already buy direct from the plant, use that as an opening for discovery. Ask what they manufacture and their monthly tonnage to understand their business and see where we can add value beyond just price.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"That material keeps coming to us directly from the plant. In the Ballari plant, Pradeep is there, right? He is already giving it.\", \"response\": \"Okay. You purchased from your plant, okay.\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Yes, give me the correct rate, please. ...because I get it directly from the plant, that's why.\", \"response\": \"Yes, I will give the correct rate through mail, sir, regarding the enquiry.\"}], \"call_summary\": \"The agent performed a follow-up call. The customer confirmed they have a recurring monthly requirement but currently source directly from the JSW Ballari plant. The customer raised objections related to their incumbent supplier and the need for a competitive price. The agent did not conduct discovery or pitch any USPs, but agreed to send a rate via email as the next step.\"}",
  "error": null,
  "latency_ms": 30878,
  "input_tokens": 3646,
  "output_tokens": 932,
  "created_at": "2026-09-25 10:56:55",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 2,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.519,
  "agent_talk_sec": 26.5,
  "customer_talk_sec": 24.6,
  "dead_air_sec": 73.9,
  "longest_monologue_sec": 6.3,
  "agent_wpm": 283.0,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 3,
  "words_agent": 125,
  "words_customer": 112,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178575990471",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178575990471",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.6,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178575990471",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.2,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178575990471",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.7,
      "end_s": 4.7,
      "text_en": "Hello, namaste sir.",
      "text_native": "హలో, నమస్తే సర్."
    },
    {
      "ucid": "21112178575990471",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.5,
      "text_en": "Namaste.",
      "text_native": "నమస్తే."
    },
    {
      "ucid": "21112178575990471",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.9,
      "end_s": 8.2,
      "text_en": "Sir, my name is Varun, I'm speaking from JSW.",
      "text_native": "సర్, నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను."
    },
    {
      "ucid": "21112178575990471",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.7,
      "end_s": 9.2,
      "text_en": "Tell me.",
      "text_native": "చెప్పండి."
    },
    {
      "ucid": "21112178575990471",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 13.2,
      "text_en": "Sir, we spoke once last month about an enquiry, after that you didn't respond about it.",
      "text_native": "సర్, మనం లాస్ట్ మంత్ ఒకసారి మనం ఒక ఎంక్వైరీ గురించి మాట్లాడాము, తర్వాత మీది రెస్పాండ్ అవ్వలేదు దాని గురించి."
    },
    {
      "ucid": "21112178575990471",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.4,
      "end_s": 21.8,
      "text_en": "Yes, yes, we are running around for another business. As that is running, we are planning another new project, we are busy with that. That's why I said if this has to be started, I will meet after this is done.",
      "text_native": "అవునండి, అవునండి, అంటే మేము వేరే బిజినెస్ కోసం తిప్పుతున్నాము. అది నడుస్తుంది అని చెప్పి ఇంకోటి కొత్త ప్రాజెక్ట్ ప్లాన్ చేస్తున్నాం, దాని మీద బిజీగా ఉన్నాము. అందుకనేసి ఇది స్టార్ట్ చెయ్యాలన్నా ఇది అయిపోయాక కలుస్తాను అని చెప్పాను."
    },
    {
      "ucid": "21112178575990471",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 24.4,
      "text_en": "Okay, so sir, that requirement is completely closed, right?",
      "text_native": "ఓకే, అంటే సర్ ఆ రిక్వైర్మెంట్ కంప్లీట్ క్లోజ్ అయిపోయినట్టే కదా అది?"
    },
    {
      "ucid": "21112178575990471",
      "idx": 10,
      "speaker": "customer",
      "start_s": 24.6,
      "end_s": 26.8,
      "text_en": "We have it every month. It's a running business.",
      "text_native": "మాకు ఎవ్రీ మంత్ ఉంటుంది అది. ఇట్స్ ఏ రన్నింగ్ బిజినెస్ అది."
    },
    {
      "ucid": "21112178575990471",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 28.8,
      "text_en": "Hmm, that's what I'm asking, did you take that requirement?",
      "text_native": "హ్మ్, అదే, ఆ రిక్వైర్మెంట్ తీసుకున్నారా అంటున్నా."
    },
    {
      "ucid": "21112178575990471",
      "idx": 12,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 34.2,
      "text_en": "That material keeps coming to us directly from the plant. In the Ballari plant, Pradeep is there, right? He is already giving it.",
      "text_native": "అది మాకు వస్తూనే ఉంటది మెటీరియల్ డైరెక్ట్ ప్లాంట్ నుంచి. బళ్లారి ప్లాంట్ లో ఇక్కడ ప్రదీప్ ఉన్నాడు కదా, ఆయన ఆల్రెడీ ఇస్తున్నాడు."
    },
    {
      "ucid": "21112178575990471",
      "idx": 13,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 36.5,
      "text_en": "Okay. You purchased from your plant, okay.",
      "text_native": "ఓకే. మీ ప్లాంట్ నుంచి పర్చేస్ చేసుకున్నారు, ఓకే."
    },
    {
      "ucid": "21112178575990471",
      "idx": 14,
      "speaker": "customer",
      "start_s": 36.9,
      "end_s": 37.8,
      "text_en": "Hmm. Ballari.",
      "text_native": "హ్మ్. బళ్లారి."
    },
    {
      "ucid": "21112178575990471",
      "idx": 15,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 40.4,
      "text_en": "Okay sir, if there is any requirement for this month, please share it once.",
      "text_native": "ఓకే సర్, ఈ మంత్ రిక్వైర్మెంట్ ఏమైనా ఉంటే షేర్ చేయండి ఒక్కసారి."
    },
    {
      "ucid": "21112178575990471",
      "idx": 16,
      "speaker": "customer",
      "start_s": 40.5,
      "end_s": 42.0,
      "text_en": "Yes, give me the correct rate, please.",
      "text_native": "ఆ, నాకు రేట్ కరెక్ట్ గా ఇవ్వండి కొంచెం."
    },
    {
      "ucid": "21112178575990471",
      "idx": 17,
      "speaker": "agent",
      "start_s": 42.2,
      "end_s": 44.8,
      "text_en": "Yes, I will give the correct rate through mail, sir, regarding the enquiry.",
      "text_native": "ఆ, రేట్ నేను కరెక్ట్ గా మెయిల్ త్రూ ఇచ్చేస్తాను సర్, మాత్రం ఎంక్వైరీకి సంబంధించి."
    },
    {
      "ucid": "21112178575990471",
      "idx": 18,
      "speaker": "customer",
      "start_s": 44.8,
      "end_s": 47.5,
      "text_en": "Yes, I mean give the correct rate, because I get it directly from the plant, that's why.",
      "text_native": "ఆ, అంటే రేట్ కరెక్ట్ ఇవ్వండి, నాకు ఎందుకంటే డైరెక్ట్ ప్లాంట్ నుంచి వస్తాయి నాకు అందుకని."
    },
    {
      "ucid": "21112178575990471",
      "idx": 19,
      "speaker": "agent",
      "start_s": 47.8,
      "end_s": 48.2,
      "text_en": "Okay.",
      "text_native": "ఓకే."
    },
    {
      "ucid": "21112178575990471",
      "idx": 20,
      "speaker": "customer",
      "start_s": 49.0,
      "end_s": 49.4,
      "text_en": "Okay?",
      "text_native": "ఓకే నా?"
    },
    {
      "ucid": "21112178575990471",
      "idx": 21,
      "speaker": "agent",
      "start_s": 49.7,
      "end_s": 56.0,
      "text_en": "Okay, okay, definitely. I will give it. If there is an enquiry this time, just once... you must be having my number, sir, I will message you once again to that number.",
      "text_native": "ఓకే, ఓకే, డెఫినిట్లీ. ఇస్తాను. ఈసారి ఎంక్వైరీ ఉంటే నాకు ఒక్కసారి ఈ... నా నంబర్ మీ దగ్గర ఉండే ఉంటుంది సర్, ఒకసారి నేను మళ్ళీ ఒకసారి మెసేజ్ చేస్తాను ఆ నంబర్ కి."
    },
    {
      "ucid": "21112178575990471",
      "idx": 22,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 56.4,
      "text_en": "Right.",
      "text_native": "రైట్."
    },
    {
      "ucid": "21112178575990471",
      "idx": 23,
      "speaker": "agent",
      "start_s": 57.0,
      "end_s": 58.4,
      "text_en": "Just check once and if you have that enquiry...",
      "text_native": "ఒకసారి చూసి నాకు ఆ ఎంక్వైరీ ఉంటే..."
    },
    {
      "ucid": "21112178575990471",
      "idx": 24,
      "speaker": "customer",
      "start_s": 58.4,
      "end_s": 59.4,
      "text_en": "Send it, I will do it.",
      "text_native": "పంపించండి, చేస్తాను."
    },
    {
      "ucid": "21112178575990471",
      "idx": 25,
      "speaker": "agent",
      "start_s": 59.6,
      "end_s": 59.9,
      "text_en": "Okay.",
      "text_native": "ఓకే."
    }
  ],
  "steps": [
    {
      "ucid": "21112178575990471",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, my name is Varun, I'm speaking from JSW.",
      "comment": "The agent identified himself and the company, and the customer engaged, granting implicit permission to proceed."
    },
    {
      "ucid": "21112178575990471",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not lead with a supply or price hook, instead opening with a reference to a previous conversation."
    },
    {
      "ucid": "21112178575990471",
      "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. The customer volunteered their current supplier, but the agent did not probe for what they manufacture, tonnage, or other key details."
    },
    {
      "ucid": "21112178575990471",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs, even after the customer raised a concern about price."
    },
    {
      "ucid": "21112178575990471",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Okay sir, if there is any requirement for this month, please share it once.",
      "comment": "The agent successfully asked if a current requirement exists, even though the customer did not provide specific details."
    },
    {
      "ucid": "21112178575990471",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will give the correct rate through mail, sir, regarding the enquiry.",
      "comment": "The agent committed to a clear next step of sending the rate via email, which the customer agreed to."
    }
  ],
  "objections": [
    {
      "ucid": "21112178575990471",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "That material keeps coming to us directly from the plant. In the Ballari plant, Pradeep is there, right? He is already giving it.",
      "response": "Okay. You purchased from your plant, okay."
    },
    {
      "ucid": "21112178575990471",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Yes, give me the correct rate, please. ...because I get it directly from the plant, that's why.",
      "response": "Yes, I will give the correct rate through mail, sir, regarding the enquiry."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}