{
  "ucid": "21112178835021841",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:26:58",
  "end_time": "2026-09-02 17:28:35",
  "duration_sec": 97,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb254fd7ad75345b0ad6fd7d730f82dff.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1189,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178835021841__DIAb254fd7ad75345b0ad6fd7d730f82dff.mp3",
  "audio_bytes": 224640,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 74.88,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello.   (హలో)\n[3s] CUSTOMER: Hello.   (హలో)\n[4s] AGENT: Hello.   (హలో)\n[5s] CUSTOMER: Hello.   (హలో)\n[6s] AGENT: Hello sir, my name is Varun, I am speaking from JSW, sir.   (హలో సర్, నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను సర్.)\n[9s] CUSTOMER: Ah, tell me.   (ఆ చెప్పండి.)\n[10s] AGENT: Sir, you are registered in JSW under the name Durga Steels, right? You have registered recently.   (సర్ మీరు దుర్గా స్టీల్స్ అన్న పేరు మీద JSW లో రిజిస్టర్ అయి ఉన్నారు కదా, రీసెంట్లీ రిజిస్టర్ అయి ఉన్నారు.)\n[14s] CUSTOMER: Yes, yes.   (అవును, అవును.)\n[15s] AGENT: So, you have registered normally, right? So yours is a trading business, right sir?   (సో ఒక మామూలుగా రిజిస్టర్ అయ్యారు కదా, సో మీది ట్రేడింగ్ బిజినెస్ కదా సర్ మీది?)\n[19s] CUSTOMER: Yes.   (అవునండి.)\n[20s] AGENT: Okay, ah what all material do you trade?   (ఓకే, ఆ ఏమేం మెటీరియల్ ట్రేడ్ చేస్తుంటారు?)\n[21s] CUSTOMER: I have everything. But I didn't understand the JSW app. I will see it later, how to use that app, what it is. I didn't understand the prices in it either.   (నా దగ్గర అన్నీ ఉంటాయి. కాకపోతే JSW యాప్ నాకు అర్థం కాలేదు. తర్వాత ఒకసారి చూస్తానండి అది యాప్ ఎట్లా చేయాల, ఏంటి అనేది. ప్రైసెస్ కూడా నాకు అర్థం కాలేదు అందులో.)\n[28s] AGENT: Sir, the app concept is, just like the apps on Amazon, Flipkart, to buy any material, product, the JSW One app is the same for buying steel products.   (సర్ యాప్ కాన్సెప్ట్ ఏంటంటే, సో మీరు Amazon, Flipkart లో యాప్స్ ఎలా ఉంటాయో, అంటే ఏదైనా మెటీరియల్, ప్రొడక్ట్ కొనుక్కోవడానికి, స్టీల్ ప్రొడక్ట్స్ కొనుక్కోవడానికి JSW One అనే యాప్ సేమ్ అలానే.)\n[34s] CUSTOMER: I understood, I know, I understood. But I need to see it once, go deep into it.   (అర్థమైంది, నాకు తెలుసు, అర్థమైందిలే కానీ ఒకసారి నేను చూడాలి, డీప్ గా వెళ్ళాలి.)\n[37s] AGENT: Okay, okay. Sir, what I am saying is, you can also keep my number, in case you have direct requirements, you can directly contact me as well. Based on that, I will generate an enquiry and check the order.   (ఓకే, ఓకే. సర్ అంటే నా నేను చెప్పేది ఏమంటంటే, సో మీరు నా నంబర్ కూడా ఉంచుకోవచ్చు, మీకు ఇన్ కేస్ మీకు డైరెక్ట్ రిక్వైర్మెంట్స్ ఉన్నప్పుడు డైరెక్ట్ నాతో కూడా కాంటాక్ట్ చెప్పొచ్చు. మీరు దాన్ని బట్టి నేను ఎంక్వయిరీ జనరేట్ చేసి ఆర్డర్ చూస్తాను.)\n[45s] CUSTOMER: Correct, correct.   (కరెక్ట్, కరెక్ట్.)\n[46s] AGENT: Right.   (రైట్.)\n[47s] CUSTOMER: Right.   (రైట్.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: There is some background office noise, but the main speakers are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer diverts the conversation, acknowledge their point and then gently steer them back to the discovery questions to understand their needs before offering a solution.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "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": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered user from Durga Steels, who confirmed they are a trader. The customer immediately expressed confusion about the app and its pricing. The agent explained the app's e-commerce concept but failed to conduct further discovery or identify an opportunity, ending the call by offering his number for future, unspecified needs.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello sir, my name is Varun, I am speaking from JSW, sir.\", \"comment\": \"The agent provided a standard, professional opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Sir, you are registered in JSW under the name Durga Steels, right?\", \"comment\": \"Agent only confirmed the company name; procurement city, role, and contact details were not asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"So yours is a trading business, right sir?... what all material do you trade?\", \"comment\": \"Agent only asked about business type and materials traded before the customer diverted the call; no other discovery questions were attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, the app concept is, just like the apps on Amazon, Flipkart, to buy any material, product, the JSW One app is the same for buying steel products.\", \"comment\": \"Agent explained the platform's purpose in simple terms when the customer expressed confusion.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if the customer had a current requirement or schedule a specific callback for a future one.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you can also keep my number, in case you have direct requirements, you can directly contact me as well.\", \"comment\": \"The call ended with a generic offer of help, not a quote, specific callback, or scheduled walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer diverts the conversation, acknowledge their point and then gently steer them back to the discovery questions to understand their needs before offering a solution.\", \"segment_detected\": \"trader\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"handled\", \"evidence\": \"I didn't understand the JSW app. I will see it later, how to use that app, what it is. I didn't understand the prices in it either.\", \"response\": \"Sir, the app concept is, just like the apps on Amazon, Flipkart, to buy any material, product, the JSW One app is the same for buying steel products.\"}], \"call_summary\": \"The agent contacted a newly registered user from Durga Steels, who confirmed they are a trader. The customer immediately expressed confusion about the app and its pricing. The agent explained the app's e-commerce concept but failed to conduct further discovery or identify an opportunity, ending the call by offering his number for future, unspecified needs.\"}",
  "error": null,
  "latency_ms": 31416,
  "input_tokens": 3434,
  "output_tokens": 907,
  "created_at": "2026-09-25 11:46:11",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.673,
  "agent_talk_sec": 26.5,
  "customer_talk_sec": 12.9,
  "dead_air_sec": 57.6,
  "longest_monologue_sec": 8.0,
  "agent_wpm": 271.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 120,
  "words_customer": 59,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178835021841",
      "idx": 0,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 2.9,
      "text_en": "Hello.",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178835021841",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 3.7,
      "text_en": "Hello.",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178835021841",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 4.6,
      "text_en": "Hello.",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178835021841",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.4,
      "text_en": "Hello.",
      "text_native": "హలో"
    },
    {
      "ucid": "21112178835021841",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 9.0,
      "text_en": "Hello sir, my name is Varun, I am speaking from JSW, sir.",
      "text_native": "హలో సర్, నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను సర్."
    },
    {
      "ucid": "21112178835021841",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.9,
      "text_en": "Ah, tell me.",
      "text_native": "ఆ చెప్పండి."
    },
    {
      "ucid": "21112178835021841",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 14.0,
      "text_en": "Sir, you are registered in JSW under the name Durga Steels, right? You have registered recently.",
      "text_native": "సర్ మీరు దుర్గా స్టీల్స్ అన్న పేరు మీద JSW లో రిజిస్టర్ అయి ఉన్నారు కదా, రీసెంట్లీ రిజిస్టర్ అయి ఉన్నారు."
    },
    {
      "ucid": "21112178835021841",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 15.0,
      "text_en": "Yes, yes.",
      "text_native": "అవును, అవును."
    },
    {
      "ucid": "21112178835021841",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 18.5,
      "text_en": "So, you have registered normally, right? So yours is a trading business, right sir?",
      "text_native": "సో ఒక మామూలుగా రిజిస్టర్ అయ్యారు కదా, సో మీది ట్రేడింగ్ బిజినెస్ కదా సర్ మీది?"
    },
    {
      "ucid": "21112178835021841",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 19.2,
      "text_en": "Yes.",
      "text_native": "అవునండి."
    },
    {
      "ucid": "21112178835021841",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 21.0,
      "text_en": "Okay, ah what all material do you trade?",
      "text_native": "ఓకే, ఆ ఏమేం మెటీరియల్ ట్రేడ్ చేస్తుంటారు?"
    },
    {
      "ucid": "21112178835021841",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.3,
      "end_s": 28.0,
      "text_en": "I have everything. But I didn't understand the JSW app. I will see it later, how to use that app, what it is. I didn't understand the prices in it either.",
      "text_native": "నా దగ్గర అన్నీ ఉంటాయి. కాకపోతే JSW యాప్ నాకు అర్థం కాలేదు. తర్వాత ఒకసారి చూస్తానండి అది యాప్ ఎట్లా చేయాల, ఏంటి అనేది. ప్రైసెస్ కూడా నాకు అర్థం కాలేదు అందులో."
    },
    {
      "ucid": "21112178835021841",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 34.0,
      "text_en": "Sir, the app concept is, just like the apps on Amazon, Flipkart, to buy any material, product, the JSW One app is the same for buying steel products.",
      "text_native": "సర్ యాప్ కాన్సెప్ట్ ఏంటంటే, సో మీరు Amazon, Flipkart లో యాప్స్ ఎలా ఉంటాయో, అంటే ఏదైనా మెటీరియల్, ప్రొడక్ట్ కొనుక్కోవడానికి, స్టీల్ ప్రొడక్ట్స్ కొనుక్కోవడానికి JSW One అనే యాప్ సేమ్ అలానే."
    },
    {
      "ucid": "21112178835021841",
      "idx": 13,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 37.0,
      "text_en": "I understood, I know, I understood. But I need to see it once, go deep into it.",
      "text_native": "అర్థమైంది, నాకు తెలుసు, అర్థమైందిలే కానీ ఒకసారి నేను చూడాలి, డీప్ గా వెళ్ళాలి."
    },
    {
      "ucid": "21112178835021841",
      "idx": 14,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 45.0,
      "text_en": "Okay, okay. Sir, what I am saying is, you can also keep my number, in case you have direct requirements, you can directly contact me as well. Based on that, I will generate an enquiry and check the order.",
      "text_native": "ఓకే, ఓకే. సర్ అంటే నా నేను చెప్పేది ఏమంటంటే, సో మీరు నా నంబర్ కూడా ఉంచుకోవచ్చు, మీకు ఇన్ కేస్ మీకు డైరెక్ట్ రిక్వైర్మెంట్స్ ఉన్నప్పుడు డైరెక్ట్ నాతో కూడా కాంటాక్ట్ చెప్పొచ్చు. మీరు దాన్ని బట్టి నేను ఎంక్వయిరీ జనరేట్ చేసి ఆర్డర్ చూస్తాను."
    },
    {
      "ucid": "21112178835021841",
      "idx": 15,
      "speaker": "customer",
      "start_s": 45.2,
      "end_s": 45.7,
      "text_en": "Correct, correct.",
      "text_native": "కరెక్ట్, కరెక్ట్."
    },
    {
      "ucid": "21112178835021841",
      "idx": 16,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 46.5,
      "text_en": "Right.",
      "text_native": "రైట్."
    },
    {
      "ucid": "21112178835021841",
      "idx": 17,
      "speaker": "customer",
      "start_s": 46.8,
      "end_s": 47.1,
      "text_en": "Right.",
      "text_native": "రైట్."
    }
  ],
  "steps": [
    {
      "ucid": "21112178835021841",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hello sir, my name is Varun, I am speaking from JSW, sir.",
      "comment": "The agent provided a standard, professional opening."
    },
    {
      "ucid": "21112178835021841",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Sir, you are registered in JSW under the name Durga Steels, right?",
      "comment": "Agent only confirmed the company name; procurement city, role, and contact details were not asked."
    },
    {
      "ucid": "21112178835021841",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "So yours is a trading business, right sir?... what all material do you trade?",
      "comment": "Agent only asked about business type and materials traded before the customer diverted the call; no other discovery questions were attempted."
    },
    {
      "ucid": "21112178835021841",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, the app concept is, just like the apps on Amazon, Flipkart, to buy any material, product, the JSW One app is the same for buying steel products.",
      "comment": "Agent explained the platform's purpose in simple terms when the customer expressed confusion."
    },
    {
      "ucid": "21112178835021841",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask if the customer had a current requirement or schedule a specific callback for a future one."
    },
    {
      "ucid": "21112178835021841",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "you can also keep my number, in case you have direct requirements, you can directly contact me as well.",
      "comment": "The call ended with a generic offer of help, not a quote, specific callback, or scheduled walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178835021841",
      "obj_type": "just_registered_to_check",
      "state": "handled",
      "evidence": "I didn't understand the JSW app. I will see it later, how to use that app, what it is. I didn't understand the prices in it either.",
      "response": "Sir, the app concept is, just like the apps on Amazon, Flipkart, to buy any material, product, the JSW One app is the same for buying steel products."
    }
  ],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}