{
  "ucid": "21112178591201151",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 12:10:11",
  "end_time": "1899-12-30 12:11:50",
  "duration_sec": 99,
  "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/DIAdf8c85fd328efda42075d9c7f0abfddb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 168,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178591201151__DIAdf8c85fd328efda42075d9c7f0abfddb.mp3",
  "audio_bytes": 247752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 82.584,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Now I am in the middle of driving, I can't take a call.   (ఇప్పుడు ఏదో నేను డ్రైవింగ్ ఇచ్చి ఇచ్చి కాల్ లేను మరి)\n[3s] AGENT: Hello.   (హలో)\n[4s] CUSTOMER: Hello.   (హలో)\n[4s] AGENT: Hello, Namaste sir.   (హలో నమస్తే సార్.)\n[5s] CUSTOMER: Namaste.   (నమస్తే.)\n[6s] AGENT: Sir, is this Mitra Engineering, sir?   (సార్ మిత్ర ఇంజనీరింగ్ ఏనా సార్?)\n[7s] CUSTOMER: Yes, yes.   (అవునండి అవునండి.)\n[8s] AGENT: Okay, my name is Varun, I'm calling from JSW One, sir.   (ఓకే నా పేరు వరుణ్ JSW One నుంచి మాట్లాడుతున్నాను సార్.)\n[11s] CUSTOMER: Okay, okay. Right now, the work is a bit less, sir. We'll see further. When I told you once, you asked for three days' time. We said we can't give that much time, so we are not contacting you again, like that.   (ఓకే ఓకే. ఇది ప్రజెంట్ ఏం కొద్దిగా వర్క్స్ తక్కువ ఉన్నాయి సార్. చూద్దాం ఫర్దర్. నన్ను ఒకసారి చెప్తేనే త్రీ డేస్ టైం అడిగారు. మేము అంత టైం ఇయ్యలేము అని చెప్పి మేము మళ్ళీ కాంటాక్ట్ చేస్తలేము అట్లా.)\n[18s] AGENT: Okay okay, no issue. I mean, usually your   (ఓకే ఓకే నో ఇష్యూ అంటే మామూలుగా మీ)\n[20s] CUSTOMER: I mean, another different way is, the problem with us is, five, six, eight, ten, twelve... five-four tons, five-three tons, five-four tons, the order will be like that. We can't take one thickness in a large quantity at all. That is also one reason   (అంటే ఇంకో డిఫరెంట్ వే ఏందంటే మా దగ్గర ప్రాబ్లం ఏందంటే ఫైవ్, సిక్స్, ఎయిట్, టెన్, ట్వెల్వ్ ఐదు నాలుగు టన్లు, ఐదు మూడు టన్లు, ఐదు నాలుగు టన్లు అట్లా ఉంటూ ఉంటది ఆర్డరు. ఒకటే థిక్నెస్ ఒక క్వాంటిటీ లార్జ్ గా తీసుకోలేము అస్సలు. అది కూడా ఒక అందుకని)\n[27s] AGENT: Hmm, in our system, how it usually runs is, for one SKU, even if it's up to five tons, or below, we can manage it from inventory.   (హుమ్మ్ మన దాన్లో ఒక మామూలుగా రన్నింగ్ అయితే ఎలా ఉందంటే SKU కి ఒకటి ఐదు టన్స్ వరకు ఉన్నా, బిలో ఉన్నా మనం మేనేజ్ చేయగలుగుతాం ఇన్వెంటరీ)\n[32s] CUSTOMER: Yes, it will be there. We take twenty tons, thirty tons, but in that whole lot, there will be these four or five types.   (ఆ ఉంటది ఇప్పుడు ట్వంటీ టన్స్ థర్టీ టన్స్ తీసుకోవడం కానీ అట్లా మొత్తం ఒక లాట్ లో ఏందంటే ఈ నాలుగు రకాలు ఐదు రకాలు ఉంటాయి.)\n[36s] AGENT: Oh, no problem, sir. You share it once when you get it.   (అయ్యో ఇబ్బంది లేదు సార్. మీరు ఒకసారి షేర్ చేయండి వన్స్ మీకు వచ్చినప్పుడు.)\n[38s] CUSTOMER: Okay, okay, okay.   (సరే సరే సరే.)\n[39s] AGENT: So   (సో)\n[39s] CUSTOMER: I'll tell you. Ah.   (చెప్తా లేండి. ఆ)\n[40s] AGENT: Let's try. Because we can do it and give it according to our inventory.   (ట్రై చేద్దాం. ఎందుకంటే మన ఇన్వెంటరీ ప్రకారంగా చేసేసి ఇచ్చేస్తాం.)\n[42s] CUSTOMER: That's it.   (అదే.)\n[43s] CUSTOMER: Okay.   (ఓకే.)\n[44s] UNKNOWN: [inaudible]\n[48s] CUSTOMER: Right sir.   (రైట్ సార్.)\n[48s] UNKNOWN: [inaudible]\n[52s] CUSTOMER: Okay sir.   (సరే సార్.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 24,
  "connected": 1,
  "audio_notes": "noisy: The customer's line is clear, but there is significant background chatter and crosstalk from other agents on the agent's side, making some parts of their speech difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "24 turns, clean transcript (8% 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": 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 immediately says it's a bad time to talk, you must respect that by asking for a better time to call back instead of pushing forward.",
  "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 customer, from an engineering firm, immediately stated they were driving but then engaged, raising concerns about a past lead time issue and their need to buy small, mixed-SKU lots. The agent successfully handled the concern about small quantities by confirming JSW One can manage them from inventory. However, the agent failed to ask any discovery questions or establish a firm next step, ending the call with a vague agreement for the customer to share details later.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Now I am in the middle of driving, I can't take a call.\", \"comment\": \"The agent pushed past the customer's explicit statement that it was a bad time, without asking for a better time to call back.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook; the customer immediately took control of the conversation with a past complaint.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions, instead reacting to information the customer volunteered.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No proactive pitch was delivered based on discovered needs; the agent only made one reactive statement about inventory.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask if a current requirement exists or attempt to qualify the customer for an order.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: You share it once when you get it.\", \"comment\": \"The next step was vague and not time-bound, failing to secure a specific callback date or quote commitment.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately says it's a bad time to talk, you must respect that by asking for a better time to call back instead of pushing forward.\", \"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\": \"handled\", \"evidence\": \"We can't take one thickness in a large quantity at all. That is also one reason\", \"response\": \"in our system, how it usually runs is, for one SKU, even if it's up to five tons, or below, we can manage it from inventory.\"}], \"call_summary\": \"The customer, from an engineering firm, immediately stated they were driving but then engaged, raising concerns about a past lead time issue and their need to buy small, mixed-SKU lots. The agent successfully handled the concern about small quantities by confirming JSW One can manage them from inventory. However, the agent failed to ask any discovery questions or establish a firm next step, ending the call with a vague agreement for the customer to share details later.\"}",
  "error": null,
  "latency_ms": 39760,
  "input_tokens": 3567,
  "output_tokens": 845,
  "created_at": "2026-09-25 10:55:27",
  "sentiment": "neutral",
  "sentiment_score": -0.1,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 2,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.395,
  "agent_talk_sec": 15.8,
  "customer_talk_sec": 24.2,
  "dead_air_sec": 59.0,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 315.2,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 13,
  "discovery_qs": 1,
  "words_agent": 83,
  "words_customer": 144,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178591201151",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 2.61,
      "text_en": "Now I am in the middle of driving, I can't take a call.",
      "text_native": "ఇప్పుడు ఏదో నేను డ్రైవింగ్ ఇచ్చి ఇచ్చి కాల్ లేను మరి"
    },
    {
      "ucid": "21112178591201151",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.1,
      "end_s": 3.51,
      "text_en": "Hello.",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178591201151",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.51,
      "end_s": 4.0,
      "text_en": "Hello.",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178591201151",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 4.9,
      "text_en": "Hello, Namaste sir.",
      "text_native": "హలో నమస్తే సార్."
    },
    {
      "ucid": "21112178591201151",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.17,
      "end_s": 5.6,
      "text_en": "Namaste.",
      "text_native": "నమస్తే."
    },
    {
      "ucid": "21112178591201151",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 7.3,
      "text_en": "Sir, is this Mitra Engineering, sir?",
      "text_native": "సార్ మిత్ర ఇంజనీరింగ్ ఏనా సార్?"
    },
    {
      "ucid": "21112178591201151",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 8.2,
      "text_en": "Yes, yes.",
      "text_native": "అవునండి అవునండి."
    },
    {
      "ucid": "21112178591201151",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.7,
      "text_en": "Okay, my name is Varun, I'm calling from JSW One, sir.",
      "text_native": "ఓకే నా పేరు వరుణ్ JSW One నుంచి మాట్లాడుతున్నాను సార్."
    },
    {
      "ucid": "21112178591201151",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 17.8,
      "text_en": "Okay, okay. Right now, the work is a bit less, sir. We'll see further. When I told you once, you asked for three days' time. We said we can't give that much time, so we are not contacting you again, like that.",
      "text_native": "ఓకే ఓకే. ఇది ప్రజెంట్ ఏం కొద్దిగా వర్క్స్ తక్కువ ఉన్నాయి సార్. చూద్దాం ఫర్దర్. నన్ను ఒకసారి చెప్తేనే త్రీ డేస్ టైం అడిగారు. మేము అంత టైం ఇయ్యలేము అని చెప్పి మేము మళ్ళీ కాంటాక్ట్ చేస్తలేము అట్లా."
    },
    {
      "ucid": "21112178591201151",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 19.5,
      "text_en": "Okay okay, no issue. I mean, usually your",
      "text_native": "ఓకే ఓకే నో ఇష్యూ అంటే మామూలుగా మీ"
    },
    {
      "ucid": "21112178591201151",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 26.5,
      "text_en": "I mean, another different way is, the problem with us is, five, six, eight, ten, twelve... five-four tons, five-three tons, five-four tons, the order will be like that. We can't take one thickness in a large quantity at all. That is also one reason",
      "text_native": "అంటే ఇంకో డిఫరెంట్ వే ఏందంటే మా దగ్గర ప్రాబ్లం ఏందంటే ఫైవ్, సిక్స్, ఎయిట్, టెన్, ట్వెల్వ్ ఐదు నాలుగు టన్లు, ఐదు మూడు టన్లు, ఐదు నాలుగు టన్లు అట్లా ఉంటూ ఉంటది ఆర్డరు. ఒకటే థిక్నెస్ ఒక క్వాంటిటీ లార్జ్ గా తీసుకోలేము అస్సలు. అది కూడా ఒక అందుకని"
    },
    {
      "ucid": "21112178591201151",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 32.0,
      "text_en": "Hmm, in our system, how it usually runs is, for one SKU, even if it's up to five tons, or below, we can manage it from inventory.",
      "text_native": "హుమ్మ్ మన దాన్లో ఒక మామూలుగా రన్నింగ్ అయితే ఎలా ఉందంటే SKU కి ఒకటి ఐదు టన్స్ వరకు ఉన్నా, బిలో ఉన్నా మనం మేనేజ్ చేయగలుగుతాం ఇన్వెంటరీ"
    },
    {
      "ucid": "21112178591201151",
      "idx": 12,
      "speaker": "customer",
      "start_s": 32.0,
      "end_s": 35.5,
      "text_en": "Yes, it will be there. We take twenty tons, thirty tons, but in that whole lot, there will be these four or five types.",
      "text_native": "ఆ ఉంటది ఇప్పుడు ట్వంటీ టన్స్ థర్టీ టన్స్ తీసుకోవడం కానీ అట్లా మొత్తం ఒక లాట్ లో ఏందంటే ఈ నాలుగు రకాలు ఐదు రకాలు ఉంటాయి."
    },
    {
      "ucid": "21112178591201151",
      "idx": 13,
      "speaker": "agent",
      "start_s": 36.0,
      "end_s": 38.2,
      "text_en": "Oh, no problem, sir. You share it once when you get it.",
      "text_native": "అయ్యో ఇబ్బంది లేదు సార్. మీరు ఒకసారి షేర్ చేయండి వన్స్ మీకు వచ్చినప్పుడు."
    },
    {
      "ucid": "21112178591201151",
      "idx": 14,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 38.9,
      "text_en": "Okay, okay, okay.",
      "text_native": "సరే సరే సరే."
    },
    {
      "ucid": "21112178591201151",
      "idx": 15,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 39.2,
      "text_en": "So",
      "text_native": "సో"
    },
    {
      "ucid": "21112178591201151",
      "idx": 16,
      "speaker": "customer",
      "start_s": 39.4,
      "end_s": 40.0,
      "text_en": "I'll tell you. Ah.",
      "text_native": "చెప్తా లేండి. ఆ"
    },
    {
      "ucid": "21112178591201151",
      "idx": 17,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 42.2,
      "text_en": "Let's try. Because we can do it and give it according to our inventory.",
      "text_native": "ట్రై చేద్దాం. ఎందుకంటే మన ఇన్వెంటరీ ప్రకారంగా చేసేసి ఇచ్చేస్తాం."
    },
    {
      "ucid": "21112178591201151",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 42.5,
      "text_en": "That's it.",
      "text_native": "అదే."
    },
    {
      "ucid": "21112178591201151",
      "idx": 19,
      "speaker": "customer",
      "start_s": 43.0,
      "end_s": 43.4,
      "text_en": "Okay.",
      "text_native": "ఓకే."
    },
    {
      "ucid": "21112178591201151",
      "idx": 20,
      "speaker": "unknown",
      "start_s": 43.8,
      "end_s": 48.0,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178591201151",
      "idx": 21,
      "speaker": "customer",
      "start_s": 48.0,
      "end_s": 48.4,
      "text_en": "Right sir.",
      "text_native": "రైట్ సార్."
    },
    {
      "ucid": "21112178591201151",
      "idx": 22,
      "speaker": "unknown",
      "start_s": 48.4,
      "end_s": 51.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178591201151",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.2,
      "end_s": 52.7,
      "text_en": "Okay sir.",
      "text_native": "సరే సార్."
    }
  ],
  "steps": [
    {
      "ucid": "21112178591201151",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Now I am in the middle of driving, I can't take a call.",
      "comment": "The agent pushed past the customer's explicit statement that it was a bad time, without asking for a better time to call back."
    },
    {
      "ucid": "21112178591201151",
      "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; the customer immediately took control of the conversation with a past complaint."
    },
    {
      "ucid": "21112178591201151",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions, instead reacting to information the customer volunteered."
    },
    {
      "ucid": "21112178591201151",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No proactive pitch was delivered based on discovered needs; the agent only made one reactive statement about inventory."
    },
    {
      "ucid": "21112178591201151",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask if a current requirement exists or attempt to qualify the customer for an order."
    },
    {
      "ucid": "21112178591201151",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: You share it once when you get it.",
      "comment": "The next step was vague and not time-bound, failing to secure a specific callback date or quote commitment."
    }
  ],
  "objections": [
    {
      "ucid": "21112178591201151",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "We can't take one thickness in a large quantity at all. That is also one reason",
      "response": "in our system, how it usually runs is, for one SKU, even if it's up to five tons, or below, we can manage it from inventory."
    }
  ],
  "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": []
}