{ "ucid": "21112178849968821", "call_date": "2026-09-04", "start_time": "2026-09-04 10:58:08", "end_time": "2026-09-04 10:59:14", "duration_sec": 66, "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/DIA97ec2471cf905720b45d300e07ad2b78.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 926, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178849968821__DIA97ec2471cf905720b45d300e07ad2b78.mp3", "audio_bytes": 110808, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 36.936, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (హలో.)\n[4s] CUSTOMER: Hello. (హలో.)\n[4s] AGENT: Hello. (హలో.)\n[5s] AGENT: Hello, good morning sir. (హలో గుడ్ మార్నింగ్ సార్.)\n[6s] CUSTOMER: Good morning. (గుడ్ మార్నింగ్.)\n[8s] AGENT: Sir, my name is Varun, I am speaking from JSW One. (సర్ నా పేరు వరుణ్, JSW One నుంచి మాట్లాడుతున్నాను.)\n[10s] CUSTOMER: Tell me. (చెప్పండి.)\n[11s] AGENT: Sir, you have registered in JSW under the name BS Roofing Systems, right? (సర్ మీరు BS రూఫింగ్ సిస్టమ్స్ అన్న పేరు మీద JSW లో రిజిస్టర్ అయ్యారు, రైట్?)\n[14s] CUSTOMER: Yes. (అవును.)\n[15s] AGENT: Hm hm. (హ్మ్ హ్మ్.)\n[16s] AGENT: Yes sir, this month has started, right? So we just called for a follow-up. That is, if there are any enquiries this month. (అదే సర్, ఒక ఈ మంత్ స్టార్ట్ అయింది కదా, సో జస్ట్ ఒక ఫాలో అప్ అని కాల్ చేశాము. అంటే ఈ మంత్ ఏమైనా ఎంక్వయిరీస్ ఉన్నాయా అని.)\n[21s] CUSTOMER: No no, there are none right now. (లేదు లేదు, ఇప్పుడైతే లేవు.)\n[23s] CUSTOMER: Okay. (ఓకే.)\n[24s] CUSTOMER: We take it directly from Maheshwari. (మేము డైరెక్ట్ మహేశ్వరి నుంచి తీసుకుంటాం.)\n[26s] AGENT: Okay. (ఓకే.)", "language": "Telugu", "languages": "[\"Telugu\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: Some background chatter is present throughout the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "When a customer says they already have a supplier, acknowledge it but still try to generate interest by proposing a small trial order to compare our service.", "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 performed a follow-up call to BS Roofing Systems to check for new requirements. The customer stated they have no current enquiries and purchase directly from another supplier, 'Maheshwari'. The agent acknowledged this and ended the call without attempting discovery or objection handling.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent introduced himself but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So we just called for a follow-up. That is, if there are any enquiries this month.\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a generic follow-up question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked for enquiries but did not ask any of the six required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"if there are any enquiries this month.\", \"comment\": \"The agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay.\", \"comment\": \"The call ended without any committed next step after the customer stated they had no requirement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already have a supplier, acknowledge it but still try to generate interest by proposing a small trial order to compare our service.\", \"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\": \"mishandled\", \"evidence\": \"We take it directly from Maheshwari.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent performed a follow-up call to BS Roofing Systems to check for new requirements. The customer stated they have no current enquiries and purchase directly from another supplier, 'Maheshwari'. The agent acknowledged this and ended the call without attempting discovery or objection handling.\"}", "error": null, "latency_ms": 24322, "input_tokens": 2969, "output_tokens": 731, "created_at": "2026-09-25 11:34:40", "sentiment": "neutral", "sentiment_score": -0.04, "sentiment_confidence": "high", "pos": 1, "neg": 1, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.657, "agent_talk_sec": 11.1, "customer_talk_sec": 5.8, "dead_air_sec": 49.1, "longest_monologue_sec": 4.3, "agent_wpm": 302.7, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 2, "words_agent": 56, "words_customer": 21, "monologue_heavy": 0, "turns": [ { "ucid": "21112178849968821", "idx": 0, "speaker": "customer", "start_s": 1.87, "end_s": 2.31, "text_en": "Hello.", "text_native": "హలో." }, { "ucid": "21112178849968821", "idx": 1, "speaker": "customer", "start_s": 3.6, "end_s": 4.03, "text_en": "Hello.", "text_native": "హలో." }, { "ucid": "21112178849968821", "idx": 2, "speaker": "agent", "start_s": 4.2, "end_s": 4.57, "text_en": "Hello.", "text_native": "హలో." }, { "ucid": "21112178849968821", "idx": 3, "speaker": "agent", "start_s": 4.77, "end_s": 5.7, "text_en": "Hello, good morning sir.", "text_native": "హలో గుడ్ మార్నింగ్ సార్." }, { "ucid": "21112178849968821", "idx": 4, "speaker": "customer", "start_s": 5.93, "end_s": 6.6, "text_en": "Good morning.", "text_native": "గుడ్ మార్నింగ్." }, { "ucid": "21112178849968821", "idx": 5, "speaker": "agent", "start_s": 7.5, "end_s": 9.7, "text_en": "Sir, my name is Varun, I am speaking from JSW One.", "text_native": "సర్ నా పేరు వరుణ్, JSW One నుంచి మాట్లాడుతున్నాను." }, { "ucid": "21112178849968821", "idx": 6, "speaker": "customer", "start_s": 10.0, "end_s": 10.47, "text_en": "Tell me.", "text_native": "చెప్పండి." }, { "ucid": "21112178849968821", "idx": 7, "speaker": "agent", "start_s": 11.1, "end_s": 13.9, "text_en": "Sir, you have registered in JSW under the name BS Roofing Systems, right?", "text_native": "సర్ మీరు BS రూఫింగ్ సిస్టమ్స్ అన్న పేరు మీద JSW లో రిజిస్టర్ అయ్యారు, రైట్?" }, { "ucid": "21112178849968821", "idx": 8, "speaker": "customer", "start_s": 14.3, "end_s": 14.7, "text_en": "Yes.", "text_native": "అవును." }, { "ucid": "21112178849968821", "idx": 9, "speaker": "agent", "start_s": 15.4, "end_s": 15.7, "text_en": "Hm hm.", "text_native": "హ్మ్ హ్మ్." }, { "ucid": "21112178849968821", "idx": 10, "speaker": "agent", "start_s": 16.4, "end_s": 20.4, "text_en": "Yes sir, this month has started, right? So we just called for a follow-up. That is, if there are any enquiries this month.", "text_native": "అదే సర్, ఒక ఈ మంత్ స్టార్ట్ అయింది కదా, సో జస్ట్ ఒక ఫాలో అప్ అని కాల్ చేశాము. అంటే ఈ మంత్ ఏమైనా ఎంక్వయిరీస్ ఉన్నాయా అని." }, { "ucid": "21112178849968821", "idx": 11, "speaker": "customer", "start_s": 21.4, "end_s": 22.7, "text_en": "No no, there are none right now.", "text_native": "లేదు లేదు, ఇప్పుడైతే లేవు." }, { "ucid": "21112178849968821", "idx": 12, "speaker": "customer", "start_s": 23.1, "end_s": 23.4, "text_en": "Okay.", "text_native": "ఓకే." }, { "ucid": "21112178849968821", "idx": 13, "speaker": "customer", "start_s": 23.6, "end_s": 25.4, "text_en": "We take it directly from Maheshwari.", "text_native": "మేము డైరెక్ట్ మహేశ్వరి నుంచి తీసుకుంటాం." }, { "ucid": "21112178849968821", "idx": 14, "speaker": "agent", "start_s": 26.1, "end_s": 26.6, "text_en": "Okay.", "text_native": "ఓకే." } ], "steps": [ { "ucid": "21112178849968821", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent introduced himself but did not ask for permission to speak." }, { "ucid": "21112178849968821", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So we just called for a follow-up. That is, if there are any enquiries this month.", "comment": "The agent did not lead with a supply or price hook, instead opening with a generic follow-up question." }, { "ucid": "21112178849968821", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked for enquiries but did not ask any of the six required discovery questions." }, { "ucid": "21112178849968821", "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 as no discovery was conducted." }, { "ucid": "21112178849968821", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "if there are any enquiries this month.", "comment": "The agent successfully asked if a current requirement exists." }, { "ucid": "21112178849968821", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay.", "comment": "The call ended without any committed next step after the customer stated they had no requirement." } ], "objections": [ { "ucid": "21112178849968821", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "We take it directly from Maheshwari.", "response": "Okay." } ], "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": [] }