{ "ucid": "21112178842755932", "call_date": "2026-09-03", "start_time": "2026-09-03 14:55:59", "end_time": "2026-09-03 14:57:02", "duration_sec": 63, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Varun Siddhardha jillapalli", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAca970830ef4e924da33e78846510263e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1059, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178842755932__DIAca970830ef4e924da33e78846510263e.mp3", "audio_bytes": 101736, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 33.912, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[5s] AGENT: Hello, hello sir. Greetings, my name is Varun, I am speaking from JSW One, sir. (హలో, హలో సార్. నమస్తే, నా పేరు వరుణ్, JSW One నుంచి మాట్లాడుతున్నాను సార్.)\n[9s] CUSTOMER: Yes. (ఆ.)\n[10s] AGENT: Sir, you are registered with JSW under the name Adarsh Engineering Workshop, right? I called for a follow-up, sir. (సార్, మీరు ఆదర్శ్ ఇంజనీరింగ్ వర్క్ షాప్ అన్న పేరు మీద JSW లో రిజిస్టర్ అయి ఉన్నారు కదా, ఒక ఫాలో అప్ అని కాల్ చేశాను సార్.)\n[15s] CUSTOMER: From when? (ఎప్పటిది?)\n[16s] AGENT: Meaning, this month has started, right? Do you have any requirements related to steel, sir? Like fabrication work... (అంటే ఈ మంత్ స్టార్ట్ అయింది కదా, ఏమన్నా స్టీల్ సంబంధించి ఏమన్నా రిక్వైర్మెంట్స్ ఉన్నాయా సార్? ఫ్యాబ్రికేషన్ వర్క్ గానీ...)\n[22s] CUSTOMER: No, no, not right now. (లేవు లేవు అండి ఇప్పుడు.)\n[25s] AGENT: Okay sir. (ఓకే సార్.)", "language": "Telugu", "languages": "[\"Telugu\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "clear: Some background chatter from a call center environment is audible, but the main speakers are clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You skipped the hook and discovery steps, immediately asking for a requirement. To improve, first provide a compelling reason for the customer to listen (the hook), then ask questions to understand their business before trying to qualify them.", "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 agent contacted a registered customer, 'Adarsh Engineering Workshop', for a follow-up. The agent introduced himself but immediately asked for a requirement, skipping the hook and discovery. The customer stated they had no requirement at the moment, and the agent ended the call without establishing a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, hello sir. Greetings, my name is Varun, I am speaking from JSW One, sir.\", \"comment\": \"The agent introduced himself and the company but failed to ask for permission to speak or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirements related to steel, sir?\", \"comment\": \"The agent did not provide a supply or price hook to create interest, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions to understand the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirements related to steel, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir.\", \"comment\": \"After the customer stated no requirement, the agent ended the call without proposing a specific next step, such as a future callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and discovery steps, immediately asking for a requirement. To improve, first provide a compelling reason for the customer to listen (the hook), then ask questions to understand their business before trying to qualify them.\", \"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\": [], \"call_summary\": \"The agent contacted a registered customer, 'Adarsh Engineering Workshop', for a follow-up. The agent introduced himself but immediately asked for a requirement, skipping the hook and discovery. The customer stated they had no requirement at the moment, and the agent ended the call without establishing a next step.\", \"call_id\": \"21112178842755932\"}", "error": null, "latency_ms": 25458, "input_tokens": 2878, "output_tokens": 775, "created_at": "2026-09-25 11:40:05", "sentiment": "negative", "sentiment_score": -0.357, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.819, "agent_talk_sec": 15.4, "customer_talk_sec": 3.4, "dead_air_sec": 44.2, "longest_monologue_sec": 5.3, "agent_wpm": 218.2, "interruptions": 0, "agent_turns": 5, "customer_turns": 5, "discovery_qs": 3, "words_agent": 56, "words_customer": 10, "monologue_heavy": 1, "turns": [ { "ucid": "21112178842755932", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.47, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842755932", "idx": 1, "speaker": "agent", "start_s": 2.87, "end_s": 3.27, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842755932", "idx": 2, "speaker": "customer", "start_s": 3.67, "end_s": 4.07, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842755932", "idx": 3, "speaker": "agent", "start_s": 4.6, "end_s": 8.83, "text_en": "Hello, hello sir. Greetings, my name is Varun, I am speaking from JSW One, sir.", "text_native": "హలో, హలో సార్. నమస్తే, నా పేరు వరుణ్, JSW One నుంచి మాట్లాడుతున్నాను సార్." }, { "ucid": "21112178842755932", "idx": 4, "speaker": "customer", "start_s": 9.23, "end_s": 9.63, "text_en": "Yes.", "text_native": "ఆ." }, { "ucid": "21112178842755932", "idx": 5, "speaker": "agent", "start_s": 10.0, "end_s": 14.83, "text_en": "Sir, you are registered with JSW under the name Adarsh Engineering Workshop, right? I called for a follow-up, sir.", "text_native": "సార్, మీరు ఆదర్శ్ ఇంజనీరింగ్ వర్క్ షాప్ అన్న పేరు మీద JSW లో రిజిస్టర్ అయి ఉన్నారు కదా, ఒక ఫాలో అప్ అని కాల్ చేశాను సార్." }, { "ucid": "21112178842755932", "idx": 6, "speaker": "customer", "start_s": 15.23, "end_s": 15.83, "text_en": "From when?", "text_native": "ఎప్పటిది?" }, { "ucid": "21112178842755932", "idx": 7, "speaker": "agent", "start_s": 16.5, "end_s": 21.83, "text_en": "Meaning, this month has started, right? Do you have any requirements related to steel, sir? Like fabrication work...", "text_native": "అంటే ఈ మంత్ స్టార్ట్ అయింది కదా, ఏమన్నా స్టీల్ సంబంధించి ఏమన్నా రిక్వైర్మెంట్స్ ఉన్నాయా సార్? ఫ్యాబ్రికేషన్ వర్క్ గానీ..." }, { "ucid": "21112178842755932", "idx": 8, "speaker": "customer", "start_s": 22.4, "end_s": 23.83, "text_en": "No, no, not right now.", "text_native": "లేవు లేవు అండి ఇప్పుడు." }, { "ucid": "21112178842755932", "idx": 9, "speaker": "agent", "start_s": 24.6, "end_s": 25.23, "text_en": "Okay sir.", "text_native": "ఓకే సార్." } ], "steps": [ { "ucid": "21112178842755932", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello, hello sir. Greetings, my name is Varun, I am speaking from JSW One, sir.", "comment": "The agent introduced himself and the company but failed to ask for permission to speak or if it was a good time to talk." }, { "ucid": "21112178842755932", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirements related to steel, sir?", "comment": "The agent did not provide a supply or price hook to create interest, instead jumping directly to asking for a requirement." }, { "ucid": "21112178842755932", "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 required discovery questions to understand the customer's business, volume, or current suppliers." }, { "ucid": "21112178842755932", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was conducted, and consequently, no USPs were pitched." }, { "ucid": "21112178842755932", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirements related to steel, sir?", "comment": "The agent successfully asked if the customer had a current requirement." }, { "ucid": "21112178842755932", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir.", "comment": "After the customer stated no requirement, the agent ended the call without proposing a specific next step, such as a future callback time." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }