{
  "ucid": "21112178582196341",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 11:09:23",
  "end_time": "1899-12-30 11:11:18",
  "duration_sec": 115,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Call_back_later",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb2ea8c92986f884bbe67c253090f2f97.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 180,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178582196341__DIAb2ea8c92986f884bbe67c253090f2f97.mp3",
  "audio_bytes": 244944,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 81.648,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes?\n[3s] AGENT: Hello, am I speaking with Varun sir? From JSW?   (హలో, వరుణ్ తో మాట్లాడుతున్నారా సర్ JSW నుంచి?)\n[6s] CUSTOMER: Ah yes, tell me.\n[8s] AGENT: So actually we have called you regarding sir, uh, that we have, you have enquired for HR sheet last week.\n[14s] CUSTOMER: Yes.\n[15s] CUSTOMER: Yes, yes.\n[16s] AGENT: Um, so for that, so you didn't and uh, our team also replied back, back to that mail regarding your uh, requirement and the quote.\n[24s] AGENT: So you have, as you have mentioned that you require E250A, but uh, so we suggested you to E250BR.\n[32s] AGENT: So any update on this requirement, sir?\n[35s] CUSTOMER: No sir, we require A grade only.\n[37s] AGENT: Okay. So you don't require A grade?\n[40s] CUSTOMER: Yeah.\n[42s] AGENT: But the for the application wise it it will work sir, this material also, this grade also works.\n[47s] CUSTOMER: No, the customer specifically asked for A grade, so that's why we are looking for that.\n[51s] AGENT: Okay.\n[54s] AGENT: Okay sir, let me check and I will give you a proper update about this.\n[57s] CUSTOMER: Yeah.\n[58s] AGENT: Thank you. Okay.\n[60s] AGENT: Thank you.",
  "language": "English",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: The agent's initial introduction in Telugu is slightly muffled but decipherable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 turns, clean transcript (0% 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": 0.0,
  "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\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer has a specific need we can't meet, pivot to discovery to find other potential requirements instead of ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "Customer requires E250A grade, agent offered E250BR which was rejected.",
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requires E250A grade. Agent had previously offered E250BR, which the customer rejected. Availability of E250A is unconfirmed.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "This was a follow-up call for an HR sheet enquiry. The customer reiterated their need for a specific grade (E250A), rejecting the agent's suggested alternative (E250BR) because their end-customer requires that specific grade. The call ended with the agent promising to check for the availability of the required grade and provide an update.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use a supply/price hook, instead immediately referencing a previous enquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions from the prescribed list.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs from the approved list.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not attempt to qualify a requirement; they only followed up on a known past enquiry.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step offered was vague (\\\"I will give you a proper update\\\") and lacked a specific timeline.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has a specific need we can't meet, pivot to discovery to find other potential requirements instead of ending the call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Customer requires E250A grade, agent offered E250BR which was rejected.\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires E250A grade. Agent had previously offered E250BR, which the customer rejected. Availability of E250A is unconfirmed.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"This was a follow-up call for an HR sheet enquiry. The customer reiterated their need for a specific grade (E250A), rejecting the agent's suggested alternative (E250BR) because their end-customer requires that specific grade. The call ended with the agent promising to check for the availability of the required grade and provide an update.\"}",
  "error": null,
  "latency_ms": 33933,
  "input_tokens": 2971,
  "output_tokens": 725,
  "created_at": "2026-09-25 10:56:28",
  "sentiment": "negative",
  "sentiment_score": -0.217,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.815,
  "agent_talk_sec": 39.2,
  "customer_talk_sec": 8.9,
  "dead_air_sec": 66.9,
  "longest_monologue_sec": 17.8,
  "agent_wpm": 194.4,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 127,
  "words_customer": 34,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178582196341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.34,
      "end_s": 1.78,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178582196341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.04,
      "end_s": 2.38,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178582196341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.76,
      "end_s": 3.0,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178582196341",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.36,
      "end_s": 5.84,
      "text_en": "Hello, am I speaking with Varun sir? From JSW?",
      "text_native": "హలో, వరుణ్ తో మాట్లాడుతున్నారా సర్ JSW నుంచి?"
    },
    {
      "ucid": "21112178582196341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.36,
      "end_s": 7.34,
      "text_en": "Ah yes, tell me.",
      "text_native": "Ah yes, tell me."
    },
    {
      "ucid": "21112178582196341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.86,
      "end_s": 13.84,
      "text_en": "So actually we have called you regarding sir, uh, that we have, you have enquired for HR sheet last week.",
      "text_native": "So actually we have called you regarding sir, uh, that we have, you have enquired for HR sheet last week."
    },
    {
      "ucid": "21112178582196341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 14.28,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178582196341",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 15.24,
      "text_en": "Yes, yes.",
      "text_native": "Yes, yes."
    },
    {
      "ucid": "21112178582196341",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.56,
      "end_s": 23.84,
      "text_en": "Um, so for that, so you didn't and uh, our team also replied back, back to that mail regarding your uh, requirement and the quote.",
      "text_native": "Um, so for that, so you didn't and uh, our team also replied back, back to that mail regarding your uh, requirement and the quote."
    },
    {
      "ucid": "21112178582196341",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 31.54,
      "text_en": "So you have, as you have mentioned that you require E250A, but uh, so we suggested you to E250BR.",
      "text_native": "So you have, as you have mentioned that you require E250A, but uh, so we suggested you to E250BR."
    },
    {
      "ucid": "21112178582196341",
      "idx": 10,
      "speaker": "agent",
      "start_s": 32.2,
      "end_s": 34.22,
      "text_en": "So any update on this requirement, sir?",
      "text_native": "So any update on this requirement, sir?"
    },
    {
      "ucid": "21112178582196341",
      "idx": 11,
      "speaker": "customer",
      "start_s": 34.64,
      "end_s": 36.84,
      "text_en": "No sir, we require A grade only.",
      "text_native": "No sir, we require A grade only."
    },
    {
      "ucid": "21112178582196341",
      "idx": 12,
      "speaker": "agent",
      "start_s": 37.42,
      "end_s": 39.24,
      "text_en": "Okay. So you don't require A grade?",
      "text_native": "Okay. So you don't require A grade?"
    },
    {
      "ucid": "21112178582196341",
      "idx": 13,
      "speaker": "customer",
      "start_s": 39.6,
      "end_s": 40.0,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178582196341",
      "idx": 14,
      "speaker": "agent",
      "start_s": 41.82,
      "end_s": 46.84,
      "text_en": "But the for the application wise it it will work sir, this material also, this grade also works.",
      "text_native": "But the for the application wise it it will work sir, this material also, this grade also works."
    },
    {
      "ucid": "21112178582196341",
      "idx": 15,
      "speaker": "customer",
      "start_s": 47.2,
      "end_s": 50.84,
      "text_en": "No, the customer specifically asked for A grade, so that's why we are looking for that.",
      "text_native": "No, the customer specifically asked for A grade, so that's why we are looking for that."
    },
    {
      "ucid": "21112178582196341",
      "idx": 16,
      "speaker": "agent",
      "start_s": 51.1,
      "end_s": 51.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178582196341",
      "idx": 17,
      "speaker": "agent",
      "start_s": 53.62,
      "end_s": 57.0,
      "text_en": "Okay sir, let me check and I will give you a proper update about this.",
      "text_native": "Okay sir, let me check and I will give you a proper update about this."
    },
    {
      "ucid": "21112178582196341",
      "idx": 18,
      "speaker": "customer",
      "start_s": 57.4,
      "end_s": 57.64,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178582196341",
      "idx": 19,
      "speaker": "agent",
      "start_s": 58.0,
      "end_s": 59.54,
      "text_en": "Thank you. Okay.",
      "text_native": "Thank you. Okay."
    },
    {
      "ucid": "21112178582196341",
      "idx": 20,
      "speaker": "agent",
      "start_s": 60.3,
      "end_s": 60.74,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178582196341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified JSW but did not ask for permission to speak."
    },
    {
      "ucid": "21112178582196341",
      "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 use a supply/price hook, instead immediately referencing a previous enquiry."
    },
    {
      "ucid": "21112178582196341",
      "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 from the prescribed list."
    },
    {
      "ucid": "21112178582196341",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs from the approved list."
    },
    {
      "ucid": "21112178582196341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not attempt to qualify a requirement; they only followed up on a known past enquiry."
    },
    {
      "ucid": "21112178582196341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The next step offered was vague (\"I will give you a proper update\") and lacked a specific timeline."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}