{ "ucid": "21112178842006391", "call_date": "2026-09-03", "start_time": "2026-09-03 12:51:03", "end_time": "2026-09-03 12:55:15", "duration_sec": 252, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "Varun Siddhardha jillapalli", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8ce0f9f766ad2a3cd27cab6b991f3a00.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1093, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178842006391__DIA8ce0f9f766ad2a3cd27cab6b991f3a00.mp3", "audio_bytes": 693144, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 231.048, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: [crosstalk]\n[2s] CUSTOMER: Hello.\n[4s] AGENT: Hello?\n[4s] CUSTOMER: Yes.\n[5s] AGENT: Hello sir, uh this is Varun from JSW.\n[7s] CUSTOMER: Yeah, tell me.\n[8s] AGENT: Sir, uh we just had a conversation in the morning uh regarding uh that you have busy and call back me later.\n[13s] CUSTOMER: Yeah, so what do you want to talk about?\n[15s] AGENT: Sir, uh you enquired for MS plate uh last month 25th. So is it still alive or is it closed? So can you please give an update about this?\n[20s] CUSTOMER: Currently it's closed because uh your price were higher.\n[24s] AGENT: Okay.\n[25s] CUSTOMER: Actually right now I have taken from the dealer from sale. He has offered me at sixty rupees per kg.\n[29s] AGENT: Okay. With including your delivery?\n[31s] CUSTOMER: Yeah, including delivery. Delivery will be point five, doesn't matter. Still it is one, one point five rupees higher, no, from that side.\n[36s] AGENT: Okay.\n[37s] CUSTOMER: That's the thing. Sir, I just want to know, I'm procuring directly from you, so I would be expecting a better price from dealer, no, than dealer. So how dealer is providing the better than you? That's the problem.\n[43s] AGENT: One thing I want to tell you that, see, uh for JSW product, we can quote you better prices because it's our own product, no? So when coming to other brand, other makes, so mostly the prices we handle is like, we source it from a distributor price, so we'll quote the same including delivery and all. So that's why it will be slightly higher side. But\n[56s] CUSTOMER: Then in JSW, in JSW what can you offer me? What items can you offer me in JSW?\n[59s] AGENT: In JSW we can offer you HR, CR and GP, GI and PPGL product and if you have any construction firm, we can provide you the TMT bars also.\n[67s] CUSTOMER: TMT bar also you can procure?\n[68s] AGENT: So right now, but it is for end use only.\n[70s] CUSTOMER: So I'm the end user, no?\n[72s] AGENT: I mean, that's what I'm trying to say. Uh it is not for trading purpose.\n[75s] CUSTOMER: No, that I completely understand. One more thing, JSW has uh made a new uh means this structural items also, no? JSW.\n[79s] AGENT: Uh we deal with the structural item but uh we source it from our directly from sale, sale distributor lineup and we'll\n[83s] CUSTOMER: No, no, you didn't get me. No, no, you didn't get me. JSW has started manufacturing structural items like square pipe, round pipe.\n[87s] AGENT: Oh, you are talking about Helix pipes and tubes. Okay, okay, okay. Yeah, we have our own product name on the name of JSW One product. We are into One Helix pipes and tubes. So it already started but it is bit slow.\n[94s] CUSTOMER: What's the brand name?\n[96s] AGENT: One Helix pipes and tubes.\n[98s] CUSTOMER: One Helix. One Helix pipes and tubes. So there is no dealer in Hyderabad?\n[100s] AGENT: I mean, our that team is completely different. The team you are speaking right now, this is related to HR sheets, coils and other products, PPGL and GP, GP products.\n[106s] CUSTOMER: But, but it all comes under, but all comes under in JSW, no?\n[109s] AGENT: Ah, JSW only, but that team will interact you anyhow. So I'll forward this call to that team, so they will connect you in short.\n[113s] CUSTOMER: Hey, but you share me, share me their number, no, to my WhatsApp.\n[116s] AGENT: Ah, I'll share with you.\n[117s] CUSTOMER: Okay.\n[118s] AGENT: Right.\n[119s] CUSTOMER: Okay, if any other requirement, I'll let you know.\n[121s] AGENT: Okay, okay.\n[122s] CUSTOMER: Thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 40, "connected": 1, "audio_notes": "clear: There is some minor background chatter on the customer's side, but it doesn't affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "40 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 1, "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 following up on an old lead, you must still follow the pitch structure; open the call correctly and provide a hook before asking for an update on the old requirement.", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up on a month-old enquiry for MS Plate. The customer confirmed the requirement was closed due to a high price, having sourced from a SAIL dealer. The customer then enquired about JSW's structural pipes and tubes, which the agent's team does not handle. The agent committed to forwarding the customer's details to the correct team.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or explicitly ask for permission to speak, instead referencing a prior call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead immediately asking for an update on a month-old enquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"CUSTOMER: Actually right now I have taken from the dealer from sale.\", \"comment\": \"Only one of six discovery questions was covered (current supplier), and it was volunteered by the customer, not asked by the agent.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, instead listing product categories before the customer took control of the conversation.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: So is it still alive or is it closed?\", \"comment\": \"Agent confirmed the old requirement was closed but did not attempt to qualify the customer for any new or future requirements.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: So I'll forward this call to that team, so they will connect you in short.\", \"comment\": \"Agent committed to a clear next step of connecting the customer with the correct internal team for their new query.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When following up on an old lead, you must still follow the pitch structure; open the call correctly and provide a hook before asking for an update on the old requirement.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"Currently it's closed because uh your price were higher.\", \"response\": \"for JSW product, we can quote you better prices because it's our own product, no? So when coming to other brand, other makes... we source it from a distributor price... So that's why it will be slightly higher side.\"}], \"call_summary\": \"The agent followed up on a month-old enquiry for MS Plate. The customer confirmed the requirement was closed due to a high price, having sourced from a SAIL dealer. The customer then enquired about JSW's structural pipes and tubes, which the agent's team does not handle. The agent committed to forwarding the customer's details to the correct team.\"}", "error": null, "latency_ms": 41564, "input_tokens": 3654, "output_tokens": 865, "created_at": "2026-09-25 11:41:53", "sentiment": "positive", "sentiment_score": 0.296, "sentiment_confidence": "high", "pos": 22, "neg": 12, "lex_hits": 38, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.575, "agent_talk_sec": 63.2, "customer_talk_sec": 46.8, "dead_air_sec": 142.0, "longest_monologue_sec": 12.6, "agent_wpm": 304.7, "interruptions": 0, "agent_turns": 19, "customer_turns": 20, "discovery_qs": 5, "words_agent": 321, "words_customer": 236, "monologue_heavy": 0, "turns": [ { "ucid": "21112178842006391", "idx": 0, "speaker": "unknown", "start_s": 0.0, "end_s": 2.23, "text_en": "[crosstalk]", "text_native": "[crosstalk]" }, { "ucid": "21112178842006391", "idx": 1, "speaker": "customer", "start_s": 2.23, "end_s": 2.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842006391", "idx": 2, "speaker": "agent", "start_s": 3.5, "end_s": 4.01, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178842006391", "idx": 3, "speaker": "customer", "start_s": 4.3, "end_s": 4.73, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178842006391", "idx": 4, "speaker": "agent", "start_s": 5.1, "end_s": 6.9, "text_en": "Hello sir, uh this is Varun from JSW.", "text_native": "Hello sir, uh this is Varun from JSW." }, { "ucid": "21112178842006391", "idx": 5, "speaker": "customer", "start_s": 7.3, "end_s": 7.88, "text_en": "Yeah, tell me.", "text_native": "Yeah, tell me." }, { "ucid": "21112178842006391", "idx": 6, "speaker": "agent", "start_s": 7.98, "end_s": 12.4, "text_en": "Sir, uh we just had a conversation in the morning uh regarding uh that you have busy and call back me later.", "text_native": "Sir, uh we just had a conversation in the morning uh regarding uh that you have busy and call back me later." }, { "ucid": "21112178842006391", "idx": 7, "speaker": "customer", "start_s": 12.6, "end_s": 14.6, "text_en": "Yeah, so what do you want to talk about?", "text_native": "Yeah, so what do you want to talk about?" }, { "ucid": "21112178842006391", "idx": 8, "speaker": "agent", "start_s": 14.6, "end_s": 19.9, "text_en": "Sir, uh you enquired for MS plate uh last month 25th. So is it still alive or is it closed? So can you please give an update about this?", "text_native": "Sir, uh you enquired for MS plate uh last month 25th. So is it still alive or is it closed? So can you please give an update about this?" }, { "ucid": "21112178842006391", "idx": 9, "speaker": "customer", "start_s": 20.3, "end_s": 23.0, "text_en": "Currently it's closed because uh your price were higher.", "text_native": "Currently it's closed because uh your price were higher." }, { "ucid": "21112178842006391", "idx": 10, "speaker": "agent", "start_s": 23.5, "end_s": 23.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178842006391", "idx": 11, "speaker": "customer", "start_s": 24.6, "end_s": 28.8, "text_en": "Actually right now I have taken from the dealer from sale. He has offered me at sixty rupees per kg.", "text_native": "Actually right now I have taken from the dealer from sale. He has offered me at sixty rupees per kg." }, { "ucid": "21112178842006391", "idx": 12, "speaker": "agent", "start_s": 29.3, "end_s": 30.9, "text_en": "Okay. With including your delivery?", "text_native": "Okay. With including your delivery?" }, { "ucid": "21112178842006391", "idx": 13, "speaker": "customer", "start_s": 31.2, "end_s": 35.4, "text_en": "Yeah, including delivery. Delivery will be point five, doesn't matter. Still it is one, one point five rupees higher, no, from that side.", "text_native": "Yeah, including delivery. Delivery will be point five, doesn't matter. Still it is one, one point five rupees higher, no, from that side." }, { "ucid": "21112178842006391", "idx": 14, "speaker": "agent", "start_s": 36.1, "end_s": 36.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178842006391", "idx": 15, "speaker": "customer", "start_s": 37.2, "end_s": 43.2, "text_en": "That's the thing. Sir, I just want to know, I'm procuring directly from you, so I would be expecting a better price from dealer, no, than dealer. So how dealer is providing the better than you? That's the problem.", "text_native": "That's the thing. Sir, I just want to know, I'm procuring directly from you, so I would be expecting a better price from dealer, no, than dealer. So how dealer is providing the better than you? That's the problem." }, { "ucid": "21112178842006391", "idx": 16, "speaker": "agent", "start_s": 43.2, "end_s": 55.8, "text_en": "One thing I want to tell you that, see, uh for JSW product, we can quote you better prices because it's our own product, no? So when coming to other brand, other makes, so mostly the prices we handle is like, we source it from a distributor price, so we'll quote the same including delivery and all. So that's why it will be slightly higher side. But", "text_native": "One thing I want to tell you that, see, uh for JSW product, we can quote you better prices because it's our own product, no? So when coming to other brand, other makes, so mostly the prices we handle is like, we source it from a distributor price, so we'll quote the same including delivery and all. So that's why it will be slightly higher side. But" }, { "ucid": "21112178842006391", "idx": 17, "speaker": "customer", "start_s": 56.2, "end_s": 58.5, "text_en": "Then in JSW, in JSW what can you offer me? What items can you offer me in JSW?", "text_native": "Then in JSW, in JSW what can you offer me? What items can you offer me in JSW?" }, { "ucid": "21112178842006391", "idx": 18, "speaker": "agent", "start_s": 58.9, "end_s": 66.5, "text_en": "In JSW we can offer you HR, CR and GP, GI and PPGL product and if you have any construction firm, we can provide you the TMT bars also.", "text_native": "In JSW we can offer you HR, CR and GP, GI and PPGL product and if you have any construction firm, we can provide you the TMT bars also." }, { "ucid": "21112178842006391", "idx": 19, "speaker": "customer", "start_s": 66.8, "end_s": 67.9, "text_en": "TMT bar also you can procure?", "text_native": "TMT bar also you can procure?" }, { "ucid": "21112178842006391", "idx": 20, "speaker": "agent", "start_s": 68.0, "end_s": 69.9, "text_en": "So right now, but it is for end use only.", "text_native": "So right now, but it is for end use only." }, { "ucid": "21112178842006391", "idx": 21, "speaker": "customer", "start_s": 70.3, "end_s": 71.3, "text_en": "So I'm the end user, no?", "text_native": "So I'm the end user, no?" }, { "ucid": "21112178842006391", "idx": 22, "speaker": "agent", "start_s": 71.7, "end_s": 74.2, "text_en": "I mean, that's what I'm trying to say. Uh it is not for trading purpose.", "text_native": "I mean, that's what I'm trying to say. Uh it is not for trading purpose." }, { "ucid": "21112178842006391", "idx": 23, "speaker": "customer", "start_s": 74.7, "end_s": 79.2, "text_en": "No, that I completely understand. One more thing, JSW has uh made a new uh means this structural items also, no? JSW.", "text_native": "No, that I completely understand. One more thing, JSW has uh made a new uh means this structural items also, no? JSW." }, { "ucid": "21112178842006391", "idx": 24, "speaker": "agent", "start_s": 79.2, "end_s": 82.8, "text_en": "Uh we deal with the structural item but uh we source it from our directly from sale, sale distributor lineup and we'll", "text_native": "Uh we deal with the structural item but uh we source it from our directly from sale, sale distributor lineup and we'll" }, { "ucid": "21112178842006391", "idx": 25, "speaker": "customer", "start_s": 82.8, "end_s": 86.8, "text_en": "No, no, you didn't get me. No, no, you didn't get me. JSW has started manufacturing structural items like square pipe, round pipe.", "text_native": "No, no, you didn't get me. No, no, you didn't get me. JSW has started manufacturing structural items like square pipe, round pipe." }, { "ucid": "21112178842006391", "idx": 26, "speaker": "agent", "start_s": 87.0, "end_s": 94.0, "text_en": "Oh, you are talking about Helix pipes and tubes. Okay, okay, okay. Yeah, we have our own product name on the name of JSW One product. We are into One Helix pipes and tubes. So it already started but it is bit slow.", "text_native": "Oh, you are talking about Helix pipes and tubes. Okay, okay, okay. Yeah, we have our own product name on the name of JSW One product. We are into One Helix pipes and tubes. So it already started but it is bit slow." }, { "ucid": "21112178842006391", "idx": 27, "speaker": "customer", "start_s": 94.4, "end_s": 95.2, "text_en": "What's the brand name?", "text_native": "What's the brand name?" }, { "ucid": "21112178842006391", "idx": 28, "speaker": "agent", "start_s": 95.8, "end_s": 97.0, "text_en": "One Helix pipes and tubes.", "text_native": "One Helix pipes and tubes." }, { "ucid": "21112178842006391", "idx": 29, "speaker": "customer", "start_s": 97.5, "end_s": 100.2, "text_en": "One Helix. One Helix pipes and tubes. So there is no dealer in Hyderabad?", "text_native": "One Helix. One Helix pipes and tubes. So there is no dealer in Hyderabad?" }, { "ucid": "21112178842006391", "idx": 30, "speaker": "agent", "start_s": 100.2, "end_s": 106.2, "text_en": "I mean, our that team is completely different. The team you are speaking right now, this is related to HR sheets, coils and other products, PPGL and GP, GP products.", "text_native": "I mean, our that team is completely different. The team you are speaking right now, this is related to HR sheets, coils and other products, PPGL and GP, GP products." }, { "ucid": "21112178842006391", "idx": 31, "speaker": "customer", "start_s": 106.2, "end_s": 108.6, "text_en": "But, but it all comes under, but all comes under in JSW, no?", "text_native": "But, but it all comes under, but all comes under in JSW, no?" }, { "ucid": "21112178842006391", "idx": 32, "speaker": "agent", "start_s": 108.8, "end_s": 113.2, "text_en": "Ah, JSW only, but that team will interact you anyhow. So I'll forward this call to that team, so they will connect you in short.", "text_native": "Ah, JSW only, but that team will interact you anyhow. So I'll forward this call to that team, so they will connect you in short." }, { "ucid": "21112178842006391", "idx": 33, "speaker": "customer", "start_s": 113.2, "end_s": 115.4, "text_en": "Hey, but you share me, share me their number, no, to my WhatsApp.", "text_native": "Hey, but you share me, share me their number, no, to my WhatsApp." }, { "ucid": "21112178842006391", "idx": 34, "speaker": "agent", "start_s": 115.8, "end_s": 116.8, "text_en": "Ah, I'll share with you.", "text_native": "Ah, I'll share with you." }, { "ucid": "21112178842006391", "idx": 35, "speaker": "customer", "start_s": 117.1, "end_s": 117.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178842006391", "idx": 36, "speaker": "agent", "start_s": 118.0, "end_s": 118.4, "text_en": "Right.", "text_native": "Right." }, { "ucid": "21112178842006391", "idx": 37, "speaker": "customer", "start_s": 118.7, "end_s": 120.4, "text_en": "Okay, if any other requirement, I'll let you know.", "text_native": "Okay, if any other requirement, I'll let you know." }, { "ucid": "21112178842006391", "idx": 38, "speaker": "agent", "start_s": 120.8, "end_s": 121.4, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178842006391", "idx": 39, "speaker": "customer", "start_s": 122.2, "end_s": 125.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178842006391", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not use the customer's name or explicitly ask for permission to speak, instead referencing a prior call." }, { "ucid": "21112178842006391", "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 supply or price hook, instead immediately asking for an update on a month-old enquiry." }, { "ucid": "21112178842006391", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "CUSTOMER: Actually right now I have taken from the dealer from sale.", "comment": "Only one of six discovery questions was covered (current supplier), and it was volunteered by the customer, not asked by the agent." }, { "ucid": "21112178842006391", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs, instead listing product categories before the customer took control of the conversation." }, { "ucid": "21112178842006391", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: So is it still alive or is it closed?", "comment": "Agent confirmed the old requirement was closed but did not attempt to qualify the customer for any new or future requirements." }, { "ucid": "21112178842006391", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: So I'll forward this call to that team, so they will connect you in short.", "comment": "Agent committed to a clear next step of connecting the customer with the correct internal team for their new query." } ], "objections": [ { "ucid": "21112178842006391", "obj_type": "price", "state": "handled", "evidence": "Currently it's closed because uh your price were higher.", "response": "for JSW product, we can quote you better prices because it's our own product, no? So when coming to other brand, other makes... we source it from a distributor price... So that's why it will be slightly higher side." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }