{
  "ucid": "21112178582522851",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 12:03:48",
  "end_time": "1899-12-30 12:05:17",
  "duration_sec": 89,
  "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/DIA8ca8a39e467bb579c55f85795f166c82.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 160,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178582522851__DIA8ca8a39e467bb579c55f85795f166c82.mp3",
  "audio_bytes": 228312,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 76.104,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello   (హలో)\n[6s] AGENT: Yes please.\n[6s] CUSTOMER: Hello   (హలో)\n[8s] AGENT: Hello   (హలో)\n[9s] CUSTOMER: Yes please sir, tell me who is this?   (Yes please sir, చెప్పండి ఎవరు?)\n[11s] AGENT: Sir, my name is Varun, I'm speaking from JSW.   (సర్ నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను.)\n[14s] CUSTOMER: Ah.   (ఆ.)\n[15s] AGENT: I connected with you as Varun. Meaning, you had a steel-related requirement and were connected with the Hyderabad team, they said back then.   (వరుణ్ అని మీతో కనెక్ట్ అయ్యాను. అంటే మీకు స్టీల్ సంబంధించి రిక్వైర్మెంట్ ఉందంటే హైదరాబాద్ టీం తో కనెక్ట్ అయి ఉన్నారని చెప్పారు అప్పుడు.)\n[22s] CUSTOMER: Yes.   (అవును.)\n[23s] AGENT: Mmm hmm. It's still in continuation, right sir? You have support, right?   (మ్ మ్. స్టిల్ కంటిన్యూషన్ లో ఉంది కదా సర్? సపోర్ట్ ఉంది కదా?)\n[25s] CUSTOMER: Yes.   (అవును.)\n[26s] AGENT: Okay okay. You have support, right sir.   (ఓకే ఓకే. సపోర్ట్ ఉంది కదా సర్.)\n[28s] AGENT: But in case your enquiries need to be done fast, if they are not getting sorted out, then there's no problem in approaching us.   (బట్ మీరు ఇన్ కేస్ మీ ఎంక్వయిరీస్ ఫాస్ట్ గా అవ్వాలి, సార్ట్ అవుట్ అవ్వట్లేదంటే, సో మమ్మల్ని అప్రోచ్ అయినా ఇబ్బంది లేదు.)\n[32s] CUSTOMER: No problem.\n[33s] AGENT: So we are from the head office.   (సో మేము వచ్చేసి హెడ్ ఆఫీస్ నుంచి ఉంటాం.)\n[35s] CUSTOMER: Okay.   (ఓకే.)\n[36s] AGENT: Whatever your steel requirements are, you can directly   (మీ స్టీల్ రిక్వైర్మెంట్స్ ఏమున్నా మాకు డైరెక్ట్)\n[38s] CUSTOMER: Okay sir. Uh huh.   (ఓకే నండి. ఆ హా.)\n[40s] AGENT: Right, right.   (రైట్, రైట్.)\n[40s] CUSTOMER: Okay.   (ఓకే.)\n[41s] AGENT: Sir, after this call, I will ping you on WhatsApp, sir. Just save that number. In case there is any need, let me know.   (సర్, ఈ కాల్ తర్వాత ఒక వాట్సాప్ లో పింగ్ చేస్తాను సర్. ఆ నెంబర్ జస్ట్ సేవ్ చేసి ఉంచుకోండి. ఇన్ కేస్ ఏమన్నా నీడ్ ఉంటే చెప్పండి.)\n[46s] CUSTOMER: Okay.   (ఓకే.)\n[48s] AGENT: Definitely sir. Thank you.   (డెఫినెట్లీ సర్. థాంక్యూ.)\n[49s] CUSTOMER: Thank you.   (థాంక్యూ.)\n[50s] AGENT: Thank you.   (థాంక్యూ.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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": 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 missed the opportunity to understand the customer's needs by not asking any discovery questions; focus on asking about their business before offering a solution.",
  "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": 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 contacted a lead with a prior history with the JSW Hyderabad team. The agent did not perform any discovery or pitch, instead suggesting the customer could approach them if their local team was slow. The call ended with the agent promising to send a WhatsApp message for the customer to save their number for any future needs.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified himself and JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent referenced a past interaction but did not provide a clear, compelling hook based on price or availability.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, requirements, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently, no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about a specific current requirement or attempt to capture any material details.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, after this call, I will ping you on WhatsApp, sir. Just save that number.\", \"comment\": \"Agent established a clear, committed next step of sending a WhatsApp message.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to understand the customer's needs by not asking any discovery questions; focus on asking about their business before offering a solution.\", \"segment_detected\": \"unknown\", \"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\": [], \"call_summary\": \"The agent contacted a lead with a prior history with the JSW Hyderabad team. The agent did not perform any discovery or pitch, instead suggesting the customer could approach them if their local team was slow. The call ended with the agent promising to send a WhatsApp message for the customer to save their number for any future needs.\"}",
  "error": null,
  "latency_ms": 32011,
  "input_tokens": 3312,
  "output_tokens": 692,
  "created_at": "2026-09-25 10:54:43",
  "sentiment": "neutral",
  "sentiment_score": 0.082,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 4,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.816,
  "agent_talk_sec": 29.3,
  "customer_talk_sec": 6.6,
  "dead_air_sec": 53.1,
  "longest_monologue_sec": 6.2,
  "agent_wpm": 258.0,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 12,
  "discovery_qs": 2,
  "words_agent": 126,
  "words_customer": 24,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178582522851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.57,
      "end_s": 5.01,
      "text_en": "Hello",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178582522851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.51,
      "end_s": 6.01,
      "text_en": "Yes please.",
      "text_native": "Yes please."
    },
    {
      "ucid": "21112178582522851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.26,
      "end_s": 6.66,
      "text_en": "Hello",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178582522851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.59,
      "end_s": 7.93,
      "text_en": "Hello",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178582522851",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.59,
      "end_s": 9.9,
      "text_en": "Yes please sir, tell me who is this?",
      "text_native": "Yes please sir, చెప్పండి ఎవరు?"
    },
    {
      "ucid": "21112178582522851",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.53,
      "end_s": 13.1,
      "text_en": "Sir, my name is Varun, I'm speaking from JSW.",
      "text_native": "సర్ నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను."
    },
    {
      "ucid": "21112178582522851",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.57,
      "end_s": 13.87,
      "text_en": "Ah.",
      "text_native": "ఆ."
    },
    {
      "ucid": "21112178582522851",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 21.2,
      "text_en": "I connected with you as Varun. Meaning, you had a steel-related requirement and were connected with the Hyderabad team, they said back then.",
      "text_native": "వరుణ్ అని మీతో కనెక్ట్ అయ్యాను. అంటే మీకు స్టీల్ సంబంధించి రిక్వైర్మెంట్ ఉందంటే హైదరాబాద్ టీం తో కనెక్ట్ అయి ఉన్నారని చెప్పారు అప్పుడు."
    },
    {
      "ucid": "21112178582522851",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.56,
      "end_s": 21.9,
      "text_en": "Yes.",
      "text_native": "అవును."
    },
    {
      "ucid": "21112178582522851",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.59,
      "end_s": 24.69,
      "text_en": "Mmm hmm. It's still in continuation, right sir? You have support, right?",
      "text_native": "మ్ మ్. స్టిల్ కంటిన్యూషన్ లో ఉంది కదా సర్? సపోర్ట్ ఉంది కదా?"
    },
    {
      "ucid": "21112178582522851",
      "idx": 10,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 25.3,
      "text_en": "Yes.",
      "text_native": "అవును."
    },
    {
      "ucid": "21112178582522851",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 27.3,
      "text_en": "Okay okay. You have support, right sir.",
      "text_native": "ఓకే ఓకే. సపోర్ట్ ఉంది కదా సర్."
    },
    {
      "ucid": "21112178582522851",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 32.2,
      "text_en": "But in case your enquiries need to be done fast, if they are not getting sorted out, then there's no problem in approaching us.",
      "text_native": "బట్ మీరు ఇన్ కేస్ మీ ఎంక్వయిరీస్ ఫాస్ట్ గా అవ్వాలి, సార్ట్ అవుట్ అవ్వట్లేదంటే, సో మమ్మల్ని అప్రోచ్ అయినా ఇబ్బంది లేదు."
    },
    {
      "ucid": "21112178582522851",
      "idx": 13,
      "speaker": "customer",
      "start_s": 32.5,
      "end_s": 33.0,
      "text_en": "No problem.",
      "text_native": "No problem."
    },
    {
      "ucid": "21112178582522851",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 34.9,
      "text_en": "So we are from the head office.",
      "text_native": "సో మేము వచ్చేసి హెడ్ ఆఫీస్ నుంచి ఉంటాం."
    },
    {
      "ucid": "21112178582522851",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 35.4,
      "text_en": "Okay.",
      "text_native": "ఓకే."
    },
    {
      "ucid": "21112178582522851",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 38.0,
      "text_en": "Whatever your steel requirements are, you can directly",
      "text_native": "మీ స్టీల్ రిక్వైర్మెంట్స్ ఏమున్నా మాకు డైరెక్ట్"
    },
    {
      "ucid": "21112178582522851",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.5,
      "text_en": "Okay sir. Uh huh.",
      "text_native": "ఓకే నండి. ఆ హా."
    },
    {
      "ucid": "21112178582522851",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.8,
      "end_s": 40.3,
      "text_en": "Right, right.",
      "text_native": "రైట్, రైట్."
    },
    {
      "ucid": "21112178582522851",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.5,
      "end_s": 40.8,
      "text_en": "Okay.",
      "text_native": "ఓకే."
    },
    {
      "ucid": "21112178582522851",
      "idx": 20,
      "speaker": "agent",
      "start_s": 41.0,
      "end_s": 46.2,
      "text_en": "Sir, after this call, I will ping you on WhatsApp, sir. Just save that number. In case there is any need, let me know.",
      "text_native": "సర్, ఈ కాల్ తర్వాత ఒక వాట్సాప్ లో పింగ్ చేస్తాను సర్. ఆ నెంబర్ జస్ట్ సేవ్ చేసి ఉంచుకోండి. ఇన్ కేస్ ఏమన్నా నీడ్ ఉంటే చెప్పండి."
    },
    {
      "ucid": "21112178582522851",
      "idx": 21,
      "speaker": "customer",
      "start_s": 46.5,
      "end_s": 47.0,
      "text_en": "Okay.",
      "text_native": "ఓకే."
    },
    {
      "ucid": "21112178582522851",
      "idx": 22,
      "speaker": "agent",
      "start_s": 47.5,
      "end_s": 48.8,
      "text_en": "Definitely sir. Thank you.",
      "text_native": "డెఫినెట్లీ సర్. థాంక్యూ."
    },
    {
      "ucid": "21112178582522851",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.0,
      "end_s": 49.8,
      "text_en": "Thank you.",
      "text_native": "థాంక్యూ."
    },
    {
      "ucid": "21112178582522851",
      "idx": 24,
      "speaker": "agent",
      "start_s": 50.0,
      "end_s": 50.8,
      "text_en": "Thank you.",
      "text_native": "థాంక్యూ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178582522851",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified himself and JSW but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178582522851",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent referenced a past interaction but did not provide a clear, compelling hook based on price or availability."
    },
    {
      "ucid": "21112178582522851",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, requirements, volume, or suppliers."
    },
    {
      "ucid": "21112178582522851",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and consequently, no relevant USPs were pitched."
    },
    {
      "ucid": "21112178582522851",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about a specific current requirement or attempt to capture any material details."
    },
    {
      "ucid": "21112178582522851",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, after this call, I will ping you on WhatsApp, sir. Just save that number.",
      "comment": "Agent established a clear, committed next step of sending a WhatsApp message."
    }
  ],
  "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": []
}