{ "ucid": "21112178850251631", "call_date": "2026-09-04", "start_time": "2026-09-04 11:45:16", "end_time": "2026-09-04 11:47:06", "duration_sec": 110, "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/DIA2cc8ef62819719cc0902862504e9300d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 896, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178850251631__DIA2cc8ef62819719cc0902862504e9300d.mp3", "audio_bytes": 296352, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 98.784, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello (హలో)\n[2s] CUSTOMER: Hello (హలో)\n[3s] AGENT: Hello (హలో)\n[4s] CUSTOMER: Yes, tell me. (ఆ చెప్పండి)\n[5s] AGENT: Sir, my name is Varun, I'm speaking from JSW One. (సర్ నా పేరు వరుణ్ అండి JSW One నుంచి మాట్లాడుతున్నాను అండి)\n[8s] CUSTOMER: Hmm, tell me. (ఉమ్ చెప్పండి)\n[9s] AGENT: Sir, you registered on JSW under the name 'free calibration services', right? For a monthly one [inaudible], right sir? Meaning, this month has started, right? Any details regarding steel for you? (సర్ మీరు ఫ్రీ క్యాలిబ్రేషన్ సర్వీసెస్ అనే పేరు మీద JSW లో రిజిస్టర్ అయ్యారు కదా ఒక మంత్లీ ఒక [inaudible] కదా సర్ అంటే ఈ మంత్ స్టార్ట్ అయ్యింది కదా ఏమైనా డీటెయిల్స్ స్టీల్ కి సంబంధించి మీకు)\n[15s] CUSTOMER: Actually, our employee made a mistake. Actually, that's not the company name, it's Likhita Heavy Engineering. (యాక్చువల్లీ మాది ఎంప్లాయ్ తప్పు చేసాడు యాక్చువల్లీ ఆ కంపెనీ పేరు అది కాదు లిఖిత హెవీ ఇంజనీరింగ్)\n[20s] AGENT: Tell me. (చెప్పండి)\n[21s] CUSTOMER: Those details, our employee made a mistake. (ఆ డీటెయిల్స్ మా ఎంప్లాయ్ మిస్టేక్ చేసాడు)\n[23s] AGENT: Okay. So, you are... I mean, what business are you related to? (ఓకే సో మీరు ఏ అంటే ఏ బిజినెస్ సంబంధించి మీకు)\n[25s] CUSTOMER: Ours is our fabrication. (మాది మా ఫ్యాబ్రికేషన్)\n[27s] AGENT: You are in fabrication? So, what do you fabricate generally? (ఫ్యాబ్రికేషన్ లో ఉన్నారా సో ఏం ఫ్యాబ్రికేట్ చేస్తారు జనరల్ గా)\n[30s] CUSTOMER: Windmills, farm equipment, structural steel, PVP, we do all these. (విండ్ మిల్స్, ఫార్మ్ ఎక్విప్మెంట్, స్ట్రక్చరల్ స్టీల్, పి వి పి ఇవన్నీ చేస్తాం)\n[33s] AGENT: Okay. (ఓకే)\n[35s] AGENT: So, for these, for these client requirements, is there any raw material requirement, sir? (సో ఈ ఈ క్లైంట్ రిక్వైర్మెంట్స్ కి ఏమైనా రా మెటీరియల్ రిక్వైర్మెంట్ ఉందా సర్)\n[38s] CUSTOMER: Right now, there is only eight tons for this month. (ఇప్పుడు ప్రస్తుతానికి ఓన్లీ ఎయిట్ టన్స్ ఉంది ఈ మంత్)\n[40s] AGENT: Eight tons of what is the requirement, sir? (ఎయిట్ టన్స్ ఏముంది సర్ రిక్వైర్మెంట్)\n[42s] CUSTOMER: Hmm? (ఉమ్)\n[42s] AGENT: You are saying there is an eight-ton requirement of what material? Sheets or [inaudible]? (ఎయిట్ టన్స్ ఏ మెటీరియల్ రిక్వైర్మెంట్ ఉంది అంటున్నారు షీట్స్ ఆర్ [inaudible])\n[46s] CUSTOMER: Actually, if you once send me a message on WhatsApp, I will send it. (యాక్చువల్లీ మీరు ఒకసారి మీరు నాకు ఆ మెసేజ్ పెడితే వాట్సాప్ లో నేను పంపిస్తాను)\n[50s] AGENT: Right. (రైట్)\n[51s] CUSTOMER: Hmm. (ఉమ్)", "language": "Telugu", "languages": "[\"Telugu\", \"English\"]", "turn_count": 23, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "23 turns, clean transcript (9% 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 the customer suggests moving to WhatsApp, confirm the action and set a clear expectation for the next step, such as 'I will message you now, and will send a quote within X hours of receiving your 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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead, corrected the registered company name to 'Likhita Heavy Engineering', and confirmed they are in the fabrication business. The customer stated a current requirement of 8 tons and requested to share the specific details via WhatsApp. The agent agreed and the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking a generic question about steel needs.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"[27s] AGENT: You are in fabrication? So, what do you fabricate generally?\", \"comment\": \"Agent only asked about the customer's business and what they fabricate, missing 4 of the 6 key discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the call ended after the initial requirement was mentioned.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[35s] AGENT: So, for these, for these client requirements, is there any raw material requirement, sir?\", \"comment\": \"Agent successfully identified a current requirement of 8 tons and attempted to qualify it further before the customer requested to continue on WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent passively agreed to the customer's suggestion to use WhatsApp but did not confirm an action or set a timeline for follow-up.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer suggests moving to WhatsApp, confirm the action and set a clear expectation for the next step, such as 'I will message you now, and will send a quote within X hours of receiving your 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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead, corrected the registered company name to 'Likhita Heavy Engineering', and confirmed they are in the fabrication business. The customer stated a current requirement of 8 tons and requested to share the specific details via WhatsApp. The agent agreed and the call ended.\"}", "error": null, "latency_ms": 37511, "input_tokens": 3437, "output_tokens": 744, "created_at": "2026-09-25 11:33:25", "sentiment": "positive", "sentiment_score": 0.418, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.546, "agent_talk_sec": 21.5, "customer_talk_sec": 17.9, "dead_air_sec": 70.6, "longest_monologue_sec": 5.4, "agent_wpm": 295.8, "interruptions": 0, "agent_turns": 12, "customer_turns": 11, "discovery_qs": 11, "words_agent": 106, "words_customer": 70, "monologue_heavy": 0, "turns": [ { "ucid": "21112178850251631", "idx": 0, "speaker": "agent", "start_s": 0.41, "end_s": 0.88, "text_en": "Hello", "text_native": "హలో" }, { "ucid": "21112178850251631", "idx": 1, "speaker": "customer", "start_s": 1.8, "end_s": 2.21, "text_en": "Hello", "text_native": "హలో" }, { "ucid": "21112178850251631", "idx": 2, "speaker": "agent", "start_s": 2.9, "end_s": 3.21, "text_en": "Hello", "text_native": "హలో" }, { "ucid": "21112178850251631", "idx": 3, "speaker": "customer", "start_s": 3.87, "end_s": 4.6, "text_en": "Yes, tell me.", "text_native": "ఆ చెప్పండి" }, { "ucid": "21112178850251631", "idx": 4, "speaker": "agent", "start_s": 5.0, "end_s": 7.4, "text_en": "Sir, my name is Varun, I'm speaking from JSW One.", "text_native": "సర్ నా పేరు వరుణ్ అండి JSW One నుంచి మాట్లాడుతున్నాను అండి" }, { "ucid": "21112178850251631", "idx": 5, "speaker": "customer", "start_s": 8.1, "end_s": 8.7, "text_en": "Hmm, tell me.", "text_native": "ఉమ్ చెప్పండి" }, { "ucid": "21112178850251631", "idx": 6, "speaker": "agent", "start_s": 9.1, "end_s": 14.5, "text_en": "Sir, you registered on JSW under the name 'free calibration services', right? For a monthly one [inaudible], right sir? Meaning, this month has started, right? Any details regarding steel for you?", "text_native": "సర్ మీరు ఫ్రీ క్యాలిబ్రేషన్ సర్వీసెస్ అనే పేరు మీద JSW లో రిజిస్టర్ అయ్యారు కదా ఒక మంత్లీ ఒక [inaudible] కదా సర్ అంటే ఈ మంత్ స్టార్ట్ అయ్యింది కదా ఏమైనా డీటెయిల్స్ స్టీల్ కి సంబంధించి మీకు" }, { "ucid": "21112178850251631", "idx": 7, "speaker": "customer", "start_s": 14.8, "end_s": 18.5, "text_en": "Actually, our employee made a mistake. Actually, that's not the company name, it's Likhita Heavy Engineering.", "text_native": "యాక్చువల్లీ మాది ఎంప్లాయ్ తప్పు చేసాడు యాక్చువల్లీ ఆ కంపెనీ పేరు అది కాదు లిఖిత హెవీ ఇంజనీరింగ్" }, { "ucid": "21112178850251631", "idx": 8, "speaker": "agent", "start_s": 19.8, "end_s": 20.2, "text_en": "Tell me.", "text_native": "చెప్పండి" }, { "ucid": "21112178850251631", "idx": 9, "speaker": "customer", "start_s": 20.8, "end_s": 22.4, "text_en": "Those details, our employee made a mistake.", "text_native": "ఆ డీటెయిల్స్ మా ఎంప్లాయ్ మిస్టేక్ చేసాడు" }, { "ucid": "21112178850251631", "idx": 10, "speaker": "agent", "start_s": 22.7, "end_s": 25.0, "text_en": "Okay. So, you are... I mean, what business are you related to?", "text_native": "ఓకే సో మీరు ఏ అంటే ఏ బిజినెస్ సంబంధించి మీకు" }, { "ucid": "21112178850251631", "idx": 11, "speaker": "customer", "start_s": 25.4, "end_s": 26.7, "text_en": "Ours is our fabrication.", "text_native": "మాది మా ఫ్యాబ్రికేషన్" }, { "ucid": "21112178850251631", "idx": 12, "speaker": "agent", "start_s": 27.2, "end_s": 29.4, "text_en": "You are in fabrication? So, what do you fabricate generally?", "text_native": "ఫ్యాబ్రికేషన్ లో ఉన్నారా సో ఏం ఫ్యాబ్రికేట్ చేస్తారు జనరల్ గా" }, { "ucid": "21112178850251631", "idx": 13, "speaker": "customer", "start_s": 29.7, "end_s": 32.8, "text_en": "Windmills, farm equipment, structural steel, PVP, we do all these.", "text_native": "విండ్ మిల్స్, ఫార్మ్ ఎక్విప్మెంట్, స్ట్రక్చరల్ స్టీల్, పి వి పి ఇవన్నీ చేస్తాం" }, { "ucid": "21112178850251631", "idx": 14, "speaker": "agent", "start_s": 33.1, "end_s": 33.5, "text_en": "Okay.", "text_native": "ఓకే" }, { "ucid": "21112178850251631", "idx": 15, "speaker": "agent", "start_s": 34.8, "end_s": 37.5, "text_en": "So, for these, for these client requirements, is there any raw material requirement, sir?", "text_native": "సో ఈ ఈ క్లైంట్ రిక్వైర్మెంట్స్ కి ఏమైనా రా మెటీరియల్ రిక్వైర్మెంట్ ఉందా సర్" }, { "ucid": "21112178850251631", "idx": 16, "speaker": "customer", "start_s": 37.9, "end_s": 40.0, "text_en": "Right now, there is only eight tons for this month.", "text_native": "ఇప్పుడు ప్రస్తుతానికి ఓన్లీ ఎయిట్ టన్స్ ఉంది ఈ మంత్" }, { "ucid": "21112178850251631", "idx": 17, "speaker": "agent", "start_s": 40.5, "end_s": 41.6, "text_en": "Eight tons of what is the requirement, sir?", "text_native": "ఎయిట్ టన్స్ ఏముంది సర్ రిక్వైర్మెంట్" }, { "ucid": "21112178850251631", "idx": 18, "speaker": "customer", "start_s": 41.9, "end_s": 42.2, "text_en": "Hmm?", "text_native": "ఉమ్" }, { "ucid": "21112178850251631", "idx": 19, "speaker": "agent", "start_s": 42.5, "end_s": 45.8, "text_en": "You are saying there is an eight-ton requirement of what material? Sheets or [inaudible]?", "text_native": "ఎయిట్ టన్స్ ఏ మెటీరియల్ రిక్వైర్మెంట్ ఉంది అంటున్నారు షీట్స్ ఆర్ [inaudible]" }, { "ucid": "21112178850251631", "idx": 20, "speaker": "customer", "start_s": 45.8, "end_s": 49.6, "text_en": "Actually, if you once send me a message on WhatsApp, I will send it.", "text_native": "యాక్చువల్లీ మీరు ఒకసారి మీరు నాకు ఆ మెసేజ్ పెడితే వాట్సాప్ లో నేను పంపిస్తాను" }, { "ucid": "21112178850251631", "idx": 21, "speaker": "agent", "start_s": 49.8, "end_s": 50.3, "text_en": "Right.", "text_native": "రైట్" }, { "ucid": "21112178850251631", "idx": 22, "speaker": "customer", "start_s": 50.8, "end_s": 51.1, "text_en": "Hmm.", "text_native": "ఉమ్" } ], "steps": [ { "ucid": "21112178850251631", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and company but did not ask for permission to speak." }, { "ucid": "21112178850251631", "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 asking a generic question about steel needs." }, { "ucid": "21112178850251631", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "[27s] AGENT: You are in fabrication? So, what do you fabricate generally?", "comment": "Agent only asked about the customer's business and what they fabricate, missing 4 of the 6 key discovery questions." }, { "ucid": "21112178850251631", "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; the call ended after the initial requirement was mentioned." }, { "ucid": "21112178850251631", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[35s] AGENT: So, for these, for these client requirements, is there any raw material requirement, sir?", "comment": "Agent successfully identified a current requirement of 8 tons and attempted to qualify it further before the customer requested to continue on WhatsApp." }, { "ucid": "21112178850251631", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent passively agreed to the customer's suggestion to use WhatsApp but did not confirm an action or set a timeline for follow-up." } ], "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": [] }