{
  "ucid": "21112178877616951",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 15:46:09",
  "end_time": "2026-09-07 15:48:21",
  "duration_sec": 132,
  "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/DIA55dc0296fcc83a82566e71d4b74ca180.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 707,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178877616951__DIA55dc0296fcc83a82566e71d4b74ca180.mp3",
  "audio_bytes": 338688,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 112.896,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (హలో?)\n[2s] AGENT: Hello?   (హలో?)\n[4s] CUSTOMER: Tell me.   (చెప్పండి.)\n[5s] AGENT: Hello sir, this is Varun from JSW.\n[8s] CUSTOMER: Ah?   (ఆ?)\n[8s] AGENT: I am Varun from JSW One platform sir.\n[10s] CUSTOMER: Ha, send me your account details once.   (హా, మీ అకౌంట్ డీటెయిల్స్ సెండ్ చేయండి అమ్మ ఒకసారి మాకు.)\n[13s] AGENT: Account details?\n[14s] CUSTOMER: Send your account details once.   (మీ అకౌంట్ డీటెయిల్స్ సెండ్ చేయండి ఒకసారి.)\n[16s] AGENT: We have shared it with you on WhatsApp before, sir.   (ముందల మీకు WhatsApp లో షేర్ చేశాం సార్.)\n[18s] CUSTOMER: You did it before?   (చేసిరి ఇంతముందల?)\n[20s] AGENT: We shared it before. We shared it. Please check your older messages once. If not, I will send it again.   (ఇంతముందు షేర్ చేశాము. షేర్ చేశాము. ఒకసారి మీది ఓల్డర్ మెసేజెస్ ఒకసారి చూడండి. నాట్, నేను మళ్ళా సెండ్ చేస్తూ.)\n[23s] CUSTOMER: Ah?   (ఆ?)\n[24s] AGENT: We already sent it a long time back, sir. I am sharing it again.   (Already long time back send చేశాం సార్. మళ్ళా షేర్ చేస్తున్నాను.)\n[27s] CUSTOMER: Ah, share it again once. I will put the quantity for you once. What did you say is your minimum tonnage order?   (ఆ ఒకసారి మళ్ళీ షేర్ చేయండి. ఒకసారి నేను క్వాంటిటీ పెడతాను ఒకసారి మీకు. మీ మినిమం టన్నేజ్ ఆర్డర్ ఎంత అన్నారు మీరు?)\n[31s] AGENT: Five tons.\n[32s] CUSTOMER: Five tons?\n[33s] AGENT: Hmm, from five tons onwards, any amount.   (హ్మ్, ఫైవ్ టన్స్ నుంచి ఎంతైనా.)\n[35s] CUSTOMER: Ah?   (ఆ?)\n[36s] AGENT: Above five tons.   (ఫైవ్ టన్స్ నుంచి అబౌ.)\n[37s] CUSTOMER: Ah okay, I will put it and tell you. What is the rate for your 25mm plate now?   (ఆ ఓకే, నేను పెడతాను చెప్తాను. మీ 25mm ప్లేట్ రేట్ ఏముంది అండి ఇప్పుడు?)\n[40s] AGENT: Ah, send the requirement, I will quote it.   (ఆ రిక్వైర్మెంట్ పంపించండి నేను కోట్ చేస్తాను.)\n[43s] CUSTOMER: Ha, I will send it. It's 25mm, right? So check the inventory and send it.   (హా పంపిస్తాను. 25mm కదా? సో ఒకసారి ఇన్వెంటరీ చూసి పంపించండి.)\n[45s] CUSTOMER: Do you have sharing issues now?   (మీరు మీరు షేరింగ్ ఇష్యూస్ ఉన్నాయా అండి ఇప్పుడు?)\n[47s] AGENT: Sharing sir... Sharing... they will come sir, a little... we can give the net, sir.   (షేరింగ్ సార్... షేరింగ్... వస్తానై సార్ కొంచెం... నెట్ ఇవ్వగలుగుతాం సార్.)\n[50s] CUSTOMER: Not sharing, but you only give plates, right?   (షేరింగ్ కాదు గానీ, ఓన్లీ ప్లేట్స్ ఇస్తారు కదా మీరు?)\n[52s] AGENT: We give plates.   (ప్లేట్స్ ఇస్తాం.)\n[53s] CUSTOMER: That is becoming the main problem. Okay, do you have base plates? For plates. 25mm, 20mm, 16mm plates, I will tell you. I will WhatsApp you once, please put the price for me.   (అది మెయిన్ అదే ప్రాబ్లం అయిపోతుంది. సరే మీ దగ్గర బేస్ ప్లేట్స్ ఉన్నాయా? ప్లేట్స్ కోసం. 25mm, 20mm, 16mm ప్లేట్స్ మీకు చెప్తాను మీకు. ఒకసారి మీకు WhatsApp చేస్తాను కొంచెం ప్రైస్ పెట్టండి నాకది.)\n[59s] AGENT: Send it.   (పంపించండి.)\n[62s] CUSTOMER: Hey, look man.   (హేయ్, చూడండి రా అయ్యా.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 30,
  "connected": 1,
  "audio_notes": "noisy: Significant background chatter from a call center environment is present throughout the recording.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "30 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": "You allowed the customer to control the entire call. You must guide the conversation through the required steps, starting with discovery, to understand their needs before agreeing to 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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, who appears to be a returning lead, drove the conversation by asking for account details and rates for HR plates. The agent was entirely reactive, failing to conduct any discovery or follow the pitch structure. The call ended with an agreement for the customer to send their requirement (25mm, 20mm, 16mm plates) via WhatsApp for a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello sir, this is Varun from JSW.\", \"comment\": \"The agent identified himself and the company, but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook; the customer immediately took control of the call with a request.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions and instead was purely reactive to the customer's requests.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to identify a customer need.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Ah, send the requirement, I will quote it.\", \"comment\": \"The agent did not proactively ask for or capture the requirement details (grade, width, qty, etc.) on the call, instead deferring it to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I will WhatsApp you once, please put the price for me. AGENT: Send it.\", \"comment\": \"A next step was established: the customer will send requirements on WhatsApp and the agent will provide a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer to control the entire call. You must guide the conversation through the required steps, starting with discovery, to understand their needs before agreeing to 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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, who appears to be a returning lead, drove the conversation by asking for account details and rates for HR plates. The agent was entirely reactive, failing to conduct any discovery or follow the pitch structure. The call ended with an agreement for the customer to send their requirement (25mm, 20mm, 16mm plates) via WhatsApp for a quote.\"}",
  "error": null,
  "latency_ms": 31481,
  "input_tokens": 3626,
  "output_tokens": 764,
  "created_at": "2026-09-25 11:24:20",
  "sentiment": "positive",
  "sentiment_score": 0.248,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 4,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.433,
  "agent_talk_sec": 20.6,
  "customer_talk_sec": 27.0,
  "dead_air_sec": 84.4,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 297.1,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 16,
  "discovery_qs": 2,
  "words_agent": 102,
  "words_customer": 129,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877616951",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.81,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 2.9,
      "text_en": "Hello?",
      "text_native": "హలో?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.1,
      "text_en": "Tell me.",
      "text_native": "చెప్పండి."
    },
    {
      "ucid": "21112178877616951",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.48,
      "end_s": 7.2,
      "text_en": "Hello sir, this is Varun from JSW.",
      "text_native": "Hello sir, this is Varun from JSW."
    },
    {
      "ucid": "21112178877616951",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.6,
      "end_s": 7.88,
      "text_en": "Ah?",
      "text_native": "ఆ?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 10.1,
      "text_en": "I am Varun from JSW One platform sir.",
      "text_native": "I am Varun from JSW One platform sir."
    },
    {
      "ucid": "21112178877616951",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.4,
      "end_s": 12.8,
      "text_en": "Ha, send me your account details once.",
      "text_native": "హా, మీ అకౌంట్ డీటెయిల్స్ సెండ్ చేయండి అమ్మ ఒకసారి మాకు."
    },
    {
      "ucid": "21112178877616951",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.4,
      "end_s": 14.0,
      "text_en": "Account details?",
      "text_native": "Account details?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 15.8,
      "text_en": "Send your account details once.",
      "text_native": "మీ అకౌంట్ డీటెయిల్స్ సెండ్ చేయండి ఒకసారి."
    },
    {
      "ucid": "21112178877616951",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 18.0,
      "text_en": "We have shared it with you on WhatsApp before, sir.",
      "text_native": "ముందల మీకు WhatsApp లో షేర్ చేశాం సార్."
    },
    {
      "ucid": "21112178877616951",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.3,
      "end_s": 19.2,
      "text_en": "You did it before?",
      "text_native": "చేసిరి ఇంతముందల?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.6,
      "end_s": 23.0,
      "text_en": "We shared it before. We shared it. Please check your older messages once. If not, I will send it again.",
      "text_native": "ఇంతముందు షేర్ చేశాము. షేర్ చేశాము. ఒకసారి మీది ఓల్డర్ మెసేజెస్ ఒకసారి చూడండి. నాట్, నేను మళ్ళా సెండ్ చేస్తూ."
    },
    {
      "ucid": "21112178877616951",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 23.4,
      "text_en": "Ah?",
      "text_native": "ఆ?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.1,
      "end_s": 26.5,
      "text_en": "We already sent it a long time back, sir. I am sharing it again.",
      "text_native": "Already long time back send చేశాం సార్. మళ్ళా షేర్ చేస్తున్నాను."
    },
    {
      "ucid": "21112178877616951",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 30.8,
      "text_en": "Ah, share it again once. I will put the quantity for you once. What did you say is your minimum tonnage order?",
      "text_native": "ఆ ఒకసారి మళ్ళీ షేర్ చేయండి. ఒకసారి నేను క్వాంటిటీ పెడతాను ఒకసారి మీకు. మీ మినిమం టన్నేజ్ ఆర్డర్ ఎంత అన్నారు మీరు?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 31.8,
      "text_en": "Five tons.",
      "text_native": "Five tons."
    },
    {
      "ucid": "21112178877616951",
      "idx": 16,
      "speaker": "customer",
      "start_s": 32.3,
      "end_s": 32.8,
      "text_en": "Five tons?",
      "text_native": "Five tons?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 17,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 34.8,
      "text_en": "Hmm, from five tons onwards, any amount.",
      "text_native": "హ్మ్, ఫైవ్ టన్స్ నుంచి ఎంతైనా."
    },
    {
      "ucid": "21112178877616951",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.9,
      "end_s": 35.2,
      "text_en": "Ah?",
      "text_native": "ఆ?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 19,
      "speaker": "agent",
      "start_s": 35.6,
      "end_s": 36.6,
      "text_en": "Above five tons.",
      "text_native": "ఫైవ్ టన్స్ నుంచి అబౌ."
    },
    {
      "ucid": "21112178877616951",
      "idx": 20,
      "speaker": "customer",
      "start_s": 36.9,
      "end_s": 39.8,
      "text_en": "Ah okay, I will put it and tell you. What is the rate for your 25mm plate now?",
      "text_native": "ఆ ఓకే, నేను పెడతాను చెప్తాను. మీ 25mm ప్లేట్ రేట్ ఏముంది అండి ఇప్పుడు?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 21,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 41.8,
      "text_en": "Ah, send the requirement, I will quote it.",
      "text_native": "ఆ రిక్వైర్మెంట్ పంపించండి నేను కోట్ చేస్తాను."
    },
    {
      "ucid": "21112178877616951",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 45.2,
      "text_en": "Ha, I will send it. It's 25mm, right? So check the inventory and send it.",
      "text_native": "హా పంపిస్తాను. 25mm కదా? సో ఒకసారి ఇన్వెంటరీ చూసి పంపించండి."
    },
    {
      "ucid": "21112178877616951",
      "idx": 23,
      "speaker": "customer",
      "start_s": 45.2,
      "end_s": 46.8,
      "text_en": "Do you have sharing issues now?",
      "text_native": "మీరు మీరు షేరింగ్ ఇష్యూస్ ఉన్నాయా అండి ఇప్పుడు?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 24,
      "speaker": "agent",
      "start_s": 47.4,
      "end_s": 50.0,
      "text_en": "Sharing sir... Sharing... they will come sir, a little... we can give the net, sir.",
      "text_native": "షేరింగ్ సార్... షేరింగ్... వస్తానై సార్ కొంచెం... నెట్ ఇవ్వగలుగుతాం సార్."
    },
    {
      "ucid": "21112178877616951",
      "idx": 25,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 51.8,
      "text_en": "Not sharing, but you only give plates, right?",
      "text_native": "షేరింగ్ కాదు గానీ, ఓన్లీ ప్లేట్స్ ఇస్తారు కదా మీరు?"
    },
    {
      "ucid": "21112178877616951",
      "idx": 26,
      "speaker": "agent",
      "start_s": 52.0,
      "end_s": 52.6,
      "text_en": "We give plates.",
      "text_native": "ప్లేట్స్ ఇస్తాం."
    },
    {
      "ucid": "21112178877616951",
      "idx": 27,
      "speaker": "customer",
      "start_s": 52.8,
      "end_s": 59.2,
      "text_en": "That is becoming the main problem. Okay, do you have base plates? For plates. 25mm, 20mm, 16mm plates, I will tell you. I will WhatsApp you once, please put the price for me.",
      "text_native": "అది మెయిన్ అదే ప్రాబ్లం అయిపోతుంది. సరే మీ దగ్గర బేస్ ప్లేట్స్ ఉన్నాయా? ప్లేట్స్ కోసం. 25mm, 20mm, 16mm ప్లేట్స్ మీకు చెప్తాను మీకు. ఒకసారి మీకు WhatsApp చేస్తాను కొంచెం ప్రైస్ పెట్టండి నాకది."
    },
    {
      "ucid": "21112178877616951",
      "idx": 28,
      "speaker": "agent",
      "start_s": 59.2,
      "end_s": 59.8,
      "text_en": "Send it.",
      "text_native": "పంపించండి."
    },
    {
      "ucid": "21112178877616951",
      "idx": 29,
      "speaker": "customer",
      "start_s": 62.0,
      "end_s": 63.0,
      "text_en": "Hey, look man.",
      "text_native": "హేయ్, చూడండి రా అయ్యా."
    }
  ],
  "steps": [
    {
      "ucid": "21112178877616951",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello sir, this is Varun from JSW.",
      "comment": "The agent identified himself and the company, but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178877616951",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a supply or price hook; the customer immediately took control of the call with a request."
    },
    {
      "ucid": "21112178877616951",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions and instead was purely reactive to the customer's requests."
    },
    {
      "ucid": "21112178877616951",
      "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 to identify a customer need."
    },
    {
      "ucid": "21112178877616951",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Ah, send the requirement, I will quote it.",
      "comment": "The agent did not proactively ask for or capture the requirement details (grade, width, qty, etc.) on the call, instead deferring it to WhatsApp."
    },
    {
      "ucid": "21112178877616951",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: I will WhatsApp you once, please put the price for me. AGENT: Send it.",
      "comment": "A next step was established: the customer will send requirements on WhatsApp and the agent will provide a quote."
    }
  ],
  "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": []
}