{
  "ucid": "21112178835178591",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:53:05",
  "end_time": "2026-09-02 17:54:42",
  "duration_sec": 97,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA52e4e9a97fe3c6001c0d0ffe61d69cfb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1179,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178835178591__DIA52e4e9a97fe3c6001c0d0ffe61d69cfb.mp3",
  "audio_bytes": 236304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 78.768,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Two pieces have come, top and bottom, two pieces have come. Hello.   (दो पीस आए ऊपर नीचे दो पीस आए। हेलो।)\n[5s] AGENT: Hello.\n[6s] CUSTOMER: Yes, tell me.   (हाँ जी बोलिए।)\n[7s] AGENT: Hello sir, uh this is Varun speaking.   (Hello sir, uh Varun ni maatladutunnanu.)\n[9s] CUSTOMER: Varun.\n[10s] AGENT: From JSW.\n[11s] CUSTOMER: Okay, tell me.   (Okay, cheppandi.)\n[12s] AGENT: Sir, last month we spoke once regarding your enquiry, regarding HR.   (Sir, adhe last month okasari manam mee enquiry sambandhinchi maatladam HR sambandhinchi.)\n[16s] CUSTOMER: Ah HR. What what what what rates are running now, if you tell me I will do it. When you told me then, I had sent and got a 5-ton order then itself.   (Ah HR. Em em em em rate nadustunnayi ippudu chepthe nenu chestanu. Appudu meeku cheppina nenu aydhu ton la order pampi theesivachesina appude.)\n[21s] AGENT: Yes, yes. That 5 tons, you gave 6 tons exactly.   (Avunu avunu. Aa aydhu ton lu, aaru ton lu icharu exactly ga.)\n[23s] CUSTOMER: What?   (Na?)\n[24s] AGENT: You gave for 6 tons exactly. One minute. That's the price, right?   (Six tons ki icharu exactly ga. Okka nimisham. Price adhe ga?)\n[26s] CUSTOMER: Ah.\n[26s] AGENT: One minute, please stay on the line.   (Okka nimisham, line lo undandi.)\n[28s] CUSTOMER: Tell me the price.   (Price cheppandi naaku.)\n[30s] CUSTOMER: HR 2 mm.\n[31s] AGENT: HR 2 mm huh? For 2 mm, I need to source it.   (HR 2 mm ah? 2 mm ante source cheyyali.)\n[34s] CUSTOMER: 49.\n[35s] AGENT: Uh, this number has WhatsApp, right sir?   (Uh, ee number ki WhatsApp undi ga sir?)\n[37s] CUSTOMER: Yes, it has.   (Avunu, undi.)\n[38s] AGENT: One minute, one minute, I think it's in another group. One minute, I will forward it to you. Give me some time. I will WhatsApp...   (Okka nimisham okka nimisham, adhi vere group lo undanukunta. Okka nimisham nenu adhi meeku forward chestanu. Koncham time ivvandi naaku. Nenu WhatsApp...)\n[42s] CUSTOMER: Okay, WhatsApp it on my number.   (Sare, na number meedha WhatsApp cheseyandi.)\n[44s] AGENT: Right, right.\n[45s] CUSTOMER: Right, right, right. Bye.\n[46s] AGENT: Yes.   (Haan ji.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\", \"Hindi\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise on the customer's side, including other conversations, which makes some parts of the customer's speech slightly muffled.",
  "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": "When a customer immediately asks for a price, acknowledge their request but still ask key discovery questions like quantity and end-use before promising to send a quote.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "not_in_stockyard",
  "supply_details": "AGENT: For 2 mm, I need to source it.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "This was a follow-up call where the customer, a previous buyer, immediately asked for the price of HR 2mm. The agent did not have the price readily available and stated the material needed to be sourced. The call concluded with the agent agreeing to send the price details via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not greet with customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; the customer immediately drove the conversation by asking for rates.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer volunteered their product requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched at any point in the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: HR 2 mm.\", \"comment\": \"Agent did not capture the full requirement details (quantity, width, location, delivery date).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I will forward it to you. Give me some time. I will WhatsApp...\", \"comment\": \"Agent committed to a clear next step of sending the price via WhatsApp, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for a price, acknowledge their request but still ask key discovery questions like quantity and end-use before promising to send a quote.\", \"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\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"AGENT: For 2 mm, I need to source it.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"This was a follow-up call where the customer, a previous buyer, immediately asked for the price of HR 2mm. The agent did not have the price readily available and stated the material needed to be sourced. The call concluded with the agent agreeing to send the price details via WhatsApp.\"}",
  "error": null,
  "latency_ms": 25007,
  "input_tokens": 3307,
  "output_tokens": 701,
  "created_at": "2026-09-25 11:45:40",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.555,
  "agent_talk_sec": 19.8,
  "customer_talk_sec": 15.9,
  "dead_air_sec": 61.3,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 293.9,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 13,
  "discovery_qs": 3,
  "words_agent": 97,
  "words_customer": 76,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178835178591",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.78,
      "end_s": 4.2,
      "text_en": "Two pieces have come, top and bottom, two pieces have come. Hello.",
      "text_native": "दो पीस आए ऊपर नीचे दो पीस आए। हेलो।"
    },
    {
      "ucid": "21112178835178591",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.71,
      "end_s": 5.08,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178835178591",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 6.38,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ जी बोलिए।"
    },
    {
      "ucid": "21112178835178591",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.98,
      "end_s": 8.9,
      "text_en": "Hello sir, uh this is Varun speaking.",
      "text_native": "Hello sir, uh Varun ni maatladutunnanu."
    },
    {
      "ucid": "21112178835178591",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 9.76,
      "text_en": "Varun.",
      "text_native": "Varun."
    },
    {
      "ucid": "21112178835178591",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.33,
      "end_s": 11.13,
      "text_en": "From JSW.",
      "text_native": "From JSW."
    },
    {
      "ucid": "21112178835178591",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.49,
      "end_s": 12.2,
      "text_en": "Okay, tell me.",
      "text_native": "Okay, cheppandi."
    },
    {
      "ucid": "21112178835178591",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 15.4,
      "text_en": "Sir, last month we spoke once regarding your enquiry, regarding HR.",
      "text_native": "Sir, adhe last month okasari manam mee enquiry sambandhinchi maatladam HR sambandhinchi."
    },
    {
      "ucid": "21112178835178591",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.7,
      "end_s": 20.38,
      "text_en": "Ah HR. What what what what rates are running now, if you tell me I will do it. When you told me then, I had sent and got a 5-ton order then itself.",
      "text_native": "Ah HR. Em em em em rate nadustunnayi ippudu chepthe nenu chestanu. Appudu meeku cheppina nenu aydhu ton la order pampi theesivachesina appude."
    },
    {
      "ucid": "21112178835178591",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.78,
      "end_s": 22.88,
      "text_en": "Yes, yes. That 5 tons, you gave 6 tons exactly.",
      "text_native": "Avunu avunu. Aa aydhu ton lu, aaru ton lu icharu exactly ga."
    },
    {
      "ucid": "21112178835178591",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 23.3,
      "text_en": "What?",
      "text_native": "Na?"
    },
    {
      "ucid": "21112178835178591",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 26.0,
      "text_en": "You gave for 6 tons exactly. One minute. That's the price, right?",
      "text_native": "Six tons ki icharu exactly ga. Okka nimisham. Price adhe ga?"
    },
    {
      "ucid": "21112178835178591",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 26.2,
      "text_en": "Ah.",
      "text_native": "Ah."
    },
    {
      "ucid": "21112178835178591",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 27.7,
      "text_en": "One minute, please stay on the line.",
      "text_native": "Okka nimisham, line lo undandi."
    },
    {
      "ucid": "21112178835178591",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.0,
      "end_s": 28.8,
      "text_en": "Tell me the price.",
      "text_native": "Price cheppandi naaku."
    },
    {
      "ucid": "21112178835178591",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 30.7,
      "text_en": "HR 2 mm.",
      "text_native": "HR 2 mm."
    },
    {
      "ucid": "21112178835178591",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 33.0,
      "text_en": "HR 2 mm huh? For 2 mm, I need to source it.",
      "text_native": "HR 2 mm ah? 2 mm ante source cheyyali."
    },
    {
      "ucid": "21112178835178591",
      "idx": 17,
      "speaker": "customer",
      "start_s": 34.2,
      "end_s": 34.7,
      "text_en": "49.",
      "text_native": "49."
    },
    {
      "ucid": "21112178835178591",
      "idx": 18,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 36.6,
      "text_en": "Uh, this number has WhatsApp, right sir?",
      "text_native": "Uh, ee number ki WhatsApp undi ga sir?"
    },
    {
      "ucid": "21112178835178591",
      "idx": 19,
      "speaker": "customer",
      "start_s": 36.8,
      "end_s": 37.4,
      "text_en": "Yes, it has.",
      "text_native": "Avunu, undi."
    },
    {
      "ucid": "21112178835178591",
      "idx": 20,
      "speaker": "agent",
      "start_s": 37.7,
      "end_s": 42.0,
      "text_en": "One minute, one minute, I think it's in another group. One minute, I will forward it to you. Give me some time. I will WhatsApp...",
      "text_native": "Okka nimisham okka nimisham, adhi vere group lo undanukunta. Okka nimisham nenu adhi meeku forward chestanu. Koncham time ivvandi naaku. Nenu WhatsApp..."
    },
    {
      "ucid": "21112178835178591",
      "idx": 21,
      "speaker": "customer",
      "start_s": 42.0,
      "end_s": 43.6,
      "text_en": "Okay, WhatsApp it on my number.",
      "text_native": "Sare, na number meedha WhatsApp cheseyandi."
    },
    {
      "ucid": "21112178835178591",
      "idx": 22,
      "speaker": "agent",
      "start_s": 43.9,
      "end_s": 44.4,
      "text_en": "Right, right.",
      "text_native": "Right, right."
    },
    {
      "ucid": "21112178835178591",
      "idx": 23,
      "speaker": "customer",
      "start_s": 44.7,
      "end_s": 45.6,
      "text_en": "Right, right, right. Bye.",
      "text_native": "Right, right, right. Bye."
    },
    {
      "ucid": "21112178835178591",
      "idx": 24,
      "speaker": "agent",
      "start_s": 46.0,
      "end_s": 46.3,
      "text_en": "Yes.",
      "text_native": "Haan ji."
    }
  ],
  "steps": [
    {
      "ucid": "21112178835178591",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not greet with customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178835178591",
      "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 provide a hook; the customer immediately drove the conversation by asking for rates."
    },
    {
      "ucid": "21112178835178591",
      "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; the customer volunteered their product requirement."
    },
    {
      "ucid": "21112178835178591",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched at any point in the call."
    },
    {
      "ucid": "21112178835178591",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: HR 2 mm.",
      "comment": "Agent did not capture the full requirement details (quantity, width, location, delivery date)."
    },
    {
      "ucid": "21112178835178591",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "AGENT: I will forward it to you. Give me some time. I will WhatsApp...",
      "comment": "Agent committed to a clear next step of sending the price via WhatsApp, which the customer accepted."
    }
  ],
  "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": []
}