{
  "ucid": "21112178582535361",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 12:05:53",
  "end_time": "1899-12-30 12:07:38",
  "duration_sec": 105,
  "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/DIA1f38a7c2de7e501a5c5e20706799574c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 172,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178582535361__DIA1f38a7c2de7e501a5c5e20706799574c.mp3",
  "audio_bytes": 274752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 91.584,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] UNKNOWN: Hi, if you record your name and reason for calling I'll see if this person is available.\n[10s] UNKNOWN: Thanks. Please stay on the line.\n[17s] CUSTOMER: Hello?   (హలో?)\n[18s] AGENT: Hello?   (హలో?)\n[18s] CUSTOMER: Ah.   (ఆ.)\n[19s] AGENT: Good morning sir.   (గుడ్ మార్నింగ్ సర్.)\n[20s] CUSTOMER: Good morning.   (గుడ్ మార్నింగ్.)\n[20s] AGENT: Sir, I am Varun sir. Ah okay. My name is Varun, I am speaking from JSW, sir.   (సర్ నేను వరుణ్ సర్. ఆ ఓకే. నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను సర్.)\n[24s] CUSTOMER: Varun sir, hello.   (వరుణ్ సర్, నమస్తే.)\n[25s] CUSTOMER: How much is your JSW coil, sir?   (మీ JSW coil ఎంతుంది సర్?)\n[27s] AGENT: JSW coil, are you asking for HR, sir?   (JSW coil, HR అడుగుతున్నారా సర్?)\n[28s] CUSTOMER: In HR.   (HR లో.)\n[29s] AGENT: HR, okay. Ah what is the thickness, sir?   (HR, ఓకే. ఆ thickness ఎంత సర్?)\n[32s] CUSTOMER: point five mm, right?   (point five mm కదా?)\n[33s] AGENT: point five, sir?   (point five ఆ సర్?)\n[34s] CUSTOMER: point five.\n[34s] AGENT: You need HR point five coil, right?   (HR point five coil కావాలి కదా?)\n[36s] CUSTOMER: What do you have sir, whatever details you have, send them to this number on WhatsApp, we'll see.   (ఏమున్నాయి సర్, మీ దగ్గర details ఏమున్నా ఈ నంబర్ WhatsApp లో పెట్టండి, చూద్దాం.)\n[40s] AGENT: Okay, I will send it. Ah, in our offerings, we do coils, sheets. HR, CR, and also GP   (ఓకే, నేను పంపిస్తాను. ఆ మన దాంట్లో వచ్చేసి coils, sheets చేస్తాము. HR, CR, ఇంకా GP)\n[44s] CUSTOMER: With you, what materials do you have, their details, price details, what mm's are available, how many days for delivery, payment terms, send all of these.   (మీ దగ్గర, మీ దగ్గర ఏం material ఉన్నాయి, వాటి యొక్క వివరాలు, price వివరాలు, ఎన్ని mm's ఉన్నాయి, ఎన్ని రోజుల delivery, payment terms, ఇవన్నీ పంపియండి.)\n[50s] AGENT: Ah, understand, understand sir.   (ఆ, understand, understand సర్.)\n[52s] CUSTOMER: Right.   (రైట్.)\n[52s] AGENT: Right sir.   (రైట్ సర్.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: The call begins with an English IVR before connecting to the speakers.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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 allowed the customer to take complete control of the call, which prevented you from performing any discovery; politely acknowledge the customer's question, then steer the conversation back to your script to understand their needs first.",
  "usp_relevance": "none",
  "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 customer immediately asked for the price of 0.5mm HR coil. The agent was unable to perform discovery or pitch, only managing to ask for the material thickness. The call ended with the agent agreeing to the customer's request to send general details via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent introduced himself and JSW but failed to ask for permission to speak before the customer took control.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook as the customer immediately drove the conversation by asking for a price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs and instead began listing product categories.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only asked for thickness and failed to capture other critical qualification details like grade, width, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I will send it.\", \"comment\": \"The agent agreed to the customer's request to send details via WhatsApp, establishing a next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer to take complete control of the call, which prevented you from performing any discovery; politely acknowledge the customer's question, then steer the conversation back to your script to understand their needs first.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"whatever details you have, send them to this number on WhatsApp, we'll see.\", \"response\": \"Okay, I will send it.\"}], \"call_summary\": \"The customer immediately asked for the price of 0.5mm HR coil. The agent was unable to perform discovery or pitch, only managing to ask for the material thickness. The call ended with the agent agreeing to the customer's request to send general details via WhatsApp.\"}",
  "error": null,
  "latency_ms": 39658,
  "input_tokens": 3245,
  "output_tokens": 766,
  "created_at": "2026-09-25 10:55:51",
  "sentiment": "positive",
  "sentiment_score": 0.483,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.518,
  "agent_talk_sec": 17.0,
  "customer_talk_sec": 15.8,
  "dead_air_sec": 72.2,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 250.6,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 5,
  "words_agent": 71,
  "words_customer": 67,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178582535361",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.68,
      "end_s": 4.5,
      "text_en": "Hi, if you record your name and reason for calling I'll see if this person is available.",
      "text_native": "Hi, if you record your name and reason for calling I'll see if this person is available."
    },
    {
      "ucid": "21112178582535361",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 10.3,
      "end_s": 12.1,
      "text_en": "Thanks. Please stay on the line.",
      "text_native": "Thanks. Please stay on the line."
    },
    {
      "ucid": "21112178582535361",
      "idx": 2,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 17.5,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 3,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 18.2,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 4,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 18.5,
      "text_en": "Ah.",
      "text_native": "ఆ."
    },
    {
      "ucid": "21112178582535361",
      "idx": 5,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 19.5,
      "text_en": "Good morning sir.",
      "text_native": "గుడ్ మార్నింగ్ సర్."
    },
    {
      "ucid": "21112178582535361",
      "idx": 6,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 19.8,
      "text_en": "Good morning.",
      "text_native": "గుడ్ మార్నింగ్."
    },
    {
      "ucid": "21112178582535361",
      "idx": 7,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 23.5,
      "text_en": "Sir, I am Varun sir. Ah okay. My name is Varun, I am speaking from JSW, sir.",
      "text_native": "సర్ నేను వరుణ్ సర్. ఆ ఓకే. నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను సర్."
    },
    {
      "ucid": "21112178582535361",
      "idx": 8,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 24.8,
      "text_en": "Varun sir, hello.",
      "text_native": "వరుణ్ సర్, నమస్తే."
    },
    {
      "ucid": "21112178582535361",
      "idx": 9,
      "speaker": "customer",
      "start_s": 25.2,
      "end_s": 26.8,
      "text_en": "How much is your JSW coil, sir?",
      "text_native": "మీ JSW coil ఎంతుంది సర్?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 10,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 28.5,
      "text_en": "JSW coil, are you asking for HR, sir?",
      "text_native": "JSW coil, HR అడుగుతున్నారా సర్?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 11,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 29.0,
      "text_en": "In HR.",
      "text_native": "HR లో."
    },
    {
      "ucid": "21112178582535361",
      "idx": 12,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 31.8,
      "text_en": "HR, okay. Ah what is the thickness, sir?",
      "text_native": "HR, ఓకే. ఆ thickness ఎంత సర్?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.8,
      "text_en": "point five mm, right?",
      "text_native": "point five mm కదా?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.8,
      "end_s": 33.2,
      "text_en": "point five, sir?",
      "text_native": "point five ఆ సర్?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 15,
      "speaker": "customer",
      "start_s": 33.5,
      "end_s": 34.0,
      "text_en": "point five.",
      "text_native": "point five."
    },
    {
      "ucid": "21112178582535361",
      "idx": 16,
      "speaker": "agent",
      "start_s": 34.5,
      "end_s": 36.0,
      "text_en": "You need HR point five coil, right?",
      "text_native": "HR point five coil కావాలి కదా?"
    },
    {
      "ucid": "21112178582535361",
      "idx": 17,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 39.5,
      "text_en": "What do you have sir, whatever details you have, send them to this number on WhatsApp, we'll see.",
      "text_native": "ఏమున్నాయి సర్, మీ దగ్గర details ఏమున్నా ఈ నంబర్ WhatsApp లో పెట్టండి, చూద్దాం."
    },
    {
      "ucid": "21112178582535361",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.5,
      "end_s": 44.0,
      "text_en": "Okay, I will send it. Ah, in our offerings, we do coils, sheets. HR, CR, and also GP",
      "text_native": "ఓకే, నేను పంపిస్తాను. ఆ మన దాంట్లో వచ్చేసి coils, sheets చేస్తాము. HR, CR, ఇంకా GP"
    },
    {
      "ucid": "21112178582535361",
      "idx": 19,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 50.5,
      "text_en": "With you, what materials do you have, their details, price details, what mm's are available, how many days for delivery, payment terms, send all of these.",
      "text_native": "మీ దగ్గర, మీ దగ్గర ఏం material ఉన్నాయి, వాటి యొక్క వివరాలు, price వివరాలు, ఎన్ని mm's ఉన్నాయి, ఎన్ని రోజుల delivery, payment terms, ఇవన్నీ పంపియండి."
    },
    {
      "ucid": "21112178582535361",
      "idx": 20,
      "speaker": "agent",
      "start_s": 50.5,
      "end_s": 51.5,
      "text_en": "Ah, understand, understand sir.",
      "text_native": "ఆ, understand, understand సర్."
    },
    {
      "ucid": "21112178582535361",
      "idx": 21,
      "speaker": "customer",
      "start_s": 51.8,
      "end_s": 52.2,
      "text_en": "Right.",
      "text_native": "రైట్."
    },
    {
      "ucid": "21112178582535361",
      "idx": 22,
      "speaker": "agent",
      "start_s": 52.5,
      "end_s": 53.0,
      "text_en": "Right sir.",
      "text_native": "రైట్ సర్."
    }
  ],
  "steps": [
    {
      "ucid": "21112178582535361",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent introduced himself and JSW but failed to ask for permission to speak before the customer took control."
    },
    {
      "ucid": "21112178582535361",
      "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 deliver a hook as the customer immediately drove the conversation by asking for a price."
    },
    {
      "ucid": "21112178582535361",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the six required discovery questions to understand the customer's business."
    },
    {
      "ucid": "21112178582535361",
      "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 and instead began listing product categories."
    },
    {
      "ucid": "21112178582535361",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent only asked for thickness and failed to capture other critical qualification details like grade, width, or quantity."
    },
    {
      "ucid": "21112178582535361",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, I will send it.",
      "comment": "The agent agreed to the customer's request to send details via WhatsApp, establishing a next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178582535361",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "whatever details you have, send them to this number on WhatsApp, we'll see.",
      "response": "Okay, I will send it."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}