{ "ucid": "21112178824825551", "call_date": "2026-09-01", "start_time": "2026-09-01 13:07:35", "end_time": "2026-09-01 13:11:33", "duration_sec": 238, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1965eba1d95dfa29f6d31302106df399.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1312, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178824825551__DIA1965eba1d95dfa29f6d31302106df399.mp3", "audio_bytes": 642168, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 214.056, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] CUSTOMER: Yes, hello?\n[4s] AGENT: Hello?\n[5s] CUSTOMER: Yes, hello?\n[6s] AGENT: Uh, Sunil sir?\n[7s] CUSTOMER: Yes, I am Sunil.\n[8s] AGENT: Uh sir, calling from JSW One MSME Jindal Steel Works Mumbai.\n[11s] CUSTOMER: Yeah, hi, hi. I just putted a request. You're so quick.\n[14s] AGENT: Yeah, we just received one. That's the basically reason why I gave you a call right now.\n[16s] CUSTOMER: Okay.\n[17s] AGENT: So, I just wanted to understand a bit. So, are we into PEB structure or something like that?\n[20s] CUSTOMER: Yes, sir. I am, I am, actually. Uh, there's a new client who wants to construct his project here in uh Andhra Pradesh.\n[26s] AGENT: Okay.\n[26s] CUSTOMER: So, I'm trying to procure some steel for him. Uh, as I as I will be the primary contractor for this PEB structure.\n[30s] AGENT: Structure. Understood.\n[31s] CUSTOMER: Uh, uh, designs are actually on the way. Uh, they are yet to be done. Uh, architecture has been just finalized and we are going to get into the contract in one or two weeks. So I'm just trying to evaluate how things will be if and if I wanted to purchase directly from the manufacturer like you people.\n[39s] AGENT: Right.\n[40s] CUSTOMER: Uh and I wanted to know how how the terms and conditions and what is the basic process like.\n[43s] AGENT: Noted. So in this case, the quantity you have specified over here is something around 185 metric tons.\n[46s] CUSTOMER: Okay.\n[47s] AGENT: So, the quantity is gonna be the same or...\n[48s] CUSTOMER: No, it is actually 255 tons including everything. Like uh, that's actually approximation. So 255, it may be plus or minus 5 tons.\n[53s] AGENT: Okay. And the size you have required is...\n[54s] CUSTOMER: So what I'm proposing the client is uh like I'll be going with JSW if they are okay with that.\n[58s] AGENT: Understood.\n[59s] CUSTOMER: We are uh yeah.\n[59s] AGENT: So in this case what we can do is...\n[60s] CUSTOMER: We are in negotiations, okay? So I I wanted to know if if I'm directly purchasing from your manufacturing unit, what would be the cost that I could uh purchase cost like?\n[105s] AGENT: Noted. So what I can do is, just bear me some time because today the PL is yet to come from the plant. And being the quantity in a good stage, I mean this is the actual quantity what you require. Okay, the size you have specified is only one size, that's 12 mm. So you require it in mix sizes because ideally in PEB it's required in mix sizes.\n[114s] CUSTOMER: Yeah, exactly, exactly. I just wanted to make a primary contact with you. I was not expecting a call so early actually.\n[118s] AGENT: Okay.\n[118s] CUSTOMER: Thanks, thank you for the call actually. Thank you, thank you very much for the call. That was so nice. Uh, like uh if I wanted to go with JSW, there will be in PEB there will be different kind of materials they will be using, right? I'll give you the uh MOP actually, metal procurement uh at a later point of time.\n[126s] AGENT: Okay.\n[127s] CUSTOMER: Uh, uh, so initially like uh like I'll give you the MTO at a later point of time. Uh, but initially if I wanted to go with directly to the manufacturer, is there any way that I can get from...\n[134s] AGENT: Yeah, so basically this will be... Yeah, that's why I just wanted to understand if the thicknesses are varying. So basically, see how it goes is, if in a single width we are procuring a material, like for about what you have specified over here, right? So if in...\n[142s] CUSTOMER: My my my apologies, there is a technical disturbance from your end.\n[144s] AGENT: Uh, what do I do is I'll call you from my personal number. Actually this is a systems number so there might be some sort of network issue. I'll call you from my personal number in a moment.\n[150s] CUSTOMER: Yeah, yeah, thank you.\n[150s] AGENT: Alright.\n[151s] CUSTOMER: Thanks for the call, yeah.\n[152s] AGENT: Yes.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 42, "connected": 1, "audio_notes": "noisy: The agent's line has background office noise, including a brief, audible Hindi sentence from another person in the room. The agent's audio also experiences some digital choppiness towards the end, which the customer points out. The agent acknowledges it's a 'systems number' and offers to call back from a personal line.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "42 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer gives a clear buying signal like 'what would be the cost?', provide a firm timeline for the price, such as 'I will have the price list in an hour and will call you back then.'", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a PEB contractor, submitted an inquiry for a 255 MT project in Andhra Pradesh. The agent acknowledged the inquiry and started revalidating the requirements, but the customer explained they are in the early stages of evaluation and will provide detailed specs later. The call was cut short due to a technical issue, with the agent promising to call back.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, we just received one. That's the basically reason why I gave you a call right now.\", \"comment\": \"The agent immediately confirmed they were calling in response to the customer's platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only validated quantity and size, missing product/grade, delivery location, and timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only the end application (PEB structure) was discovered; monthly volume, current brands, share of wallet, and payment terms were not asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent explained a pricing delay (\\\"today the PL is yet to come from the plant\\\") but did not commit to a specific timeline for reverting with a quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, we just received one. That's the basically reason why I gave you a call right now.\", \"comment\": \"The agent correctly focused on the customer's inbound request and did not pitch any other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives a clear buying signal like 'what would be the cost?', provide a firm timeline for the price, such as 'I will have the price list in an hour and will call you back then.'\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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, a PEB contractor, submitted an inquiry for a 255 MT project in Andhra Pradesh. The agent acknowledged the inquiry and started revalidating the requirements, but the customer explained they are in the early stages of evaluation and will provide detailed specs later. The call was cut short due to a technical issue, with the agent promising to call back.\"}", "error": null, "latency_ms": 33290, "input_tokens": 3811, "output_tokens": 705, "created_at": "2026-09-25 11:51:53", "sentiment": "positive", "sentiment_score": 0.297, "sentiment_confidence": "high", "pos": 50, "neg": 10, "lex_hits": 28, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.303, "agent_talk_sec": 44.4, "customer_talk_sec": 101.9, "dead_air_sec": 91.7, "longest_monologue_sec": 9.3, "agent_wpm": 352.7, "interruptions": 0, "agent_turns": 21, "customer_turns": 21, "discovery_qs": 5, "words_agent": 261, "words_customer": 371, "monologue_heavy": 0, "turns": [ { "ucid": "21112178824825551", "idx": 0, "speaker": "customer", "start_s": 1.07, "end_s": 1.7, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824825551", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.61, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824825551", "idx": 2, "speaker": "customer", "start_s": 2.96, "end_s": 3.69, "text_en": "Yes, hello?", "text_native": "Yes, hello?" }, { "ucid": "21112178824825551", "idx": 3, "speaker": "agent", "start_s": 4.0, "end_s": 4.51, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824825551", "idx": 4, "speaker": "customer", "start_s": 4.8, "end_s": 5.47, "text_en": "Yes, hello?", "text_native": "Yes, hello?" }, { "ucid": "21112178824825551", "idx": 5, "speaker": "agent", "start_s": 5.88, "end_s": 6.6, "text_en": "Uh, Sunil sir?", "text_native": "Uh, Sunil sir?" }, { "ucid": "21112178824825551", "idx": 6, "speaker": "customer", "start_s": 6.8, "end_s": 7.6, "text_en": "Yes, I am Sunil.", "text_native": "Yes, I am Sunil." }, { "ucid": "21112178824825551", "idx": 7, "speaker": "agent", "start_s": 7.9, "end_s": 10.48, "text_en": "Uh sir, calling from JSW One MSME Jindal Steel Works Mumbai.", "text_native": "Uh sir, calling from JSW One MSME Jindal Steel Works Mumbai." }, { "ucid": "21112178824825551", "idx": 8, "speaker": "customer", "start_s": 10.78, "end_s": 13.3, "text_en": "Yeah, hi, hi. I just putted a request. You're so quick.", "text_native": "Yeah, hi, hi. I just putted a request. You're so quick." }, { "ucid": "21112178824825551", "idx": 9, "speaker": "agent", "start_s": 13.5, "end_s": 16.38, "text_en": "Yeah, we just received one. That's the basically reason why I gave you a call right now.", "text_native": "Yeah, we just received one. That's the basically reason why I gave you a call right now." }, { "ucid": "21112178824825551", "idx": 10, "speaker": "customer", "start_s": 16.5, "end_s": 16.88, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178824825551", "idx": 11, "speaker": "agent", "start_s": 17.1, "end_s": 20.3, "text_en": "So, I just wanted to understand a bit. So, are we into PEB structure or something like that?", "text_native": "So, I just wanted to understand a bit. So, are we into PEB structure or something like that?" }, { "ucid": "21112178824825551", "idx": 12, "speaker": "customer", "start_s": 20.5, "end_s": 25.3, "text_en": "Yes, sir. I am, I am, actually. Uh, there's a new client who wants to construct his project here in uh Andhra Pradesh.", "text_native": "Yes, sir. I am, I am, actually. Uh, there's a new client who wants to construct his project here in uh Andhra Pradesh." }, { "ucid": "21112178824825551", "idx": 13, "speaker": "agent", "start_s": 25.5, "end_s": 25.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178824825551", "idx": 14, "speaker": "customer", "start_s": 26.1, "end_s": 30.0, "text_en": "So, I'm trying to procure some steel for him. Uh, as I as I will be the primary contractor for this PEB structure.", "text_native": "So, I'm trying to procure some steel for him. Uh, as I as I will be the primary contractor for this PEB structure." }, { "ucid": "21112178824825551", "idx": 15, "speaker": "agent", "start_s": 30.0, "end_s": 31.1, "text_en": "Structure. Understood.", "text_native": "Structure. Understood." }, { "ucid": "21112178824825551", "idx": 16, "speaker": "customer", "start_s": 31.3, "end_s": 39.0, "text_en": "Uh, uh, designs are actually on the way. Uh, they are yet to be done. Uh, architecture has been just finalized and we are going to get into the contract in one or two weeks. So I'm just trying to evaluate how things will be if and if I wanted to purchase directly from the manufacturer like you people.", "text_native": "Uh, uh, designs are actually on the way. Uh, they are yet to be done. Uh, architecture has been just finalized and we are going to get into the contract in one or two weeks. So I'm just trying to evaluate how things will be if and if I wanted to purchase directly from the manufacturer like you people." }, { "ucid": "21112178824825551", "idx": 17, "speaker": "agent", "start_s": 39.0, "end_s": 39.4, "text_en": "Right.", "text_native": "Right." }, { "ucid": "21112178824825551", "idx": 18, "speaker": "customer", "start_s": 39.5, "end_s": 42.8, "text_en": "Uh and I wanted to know how how the terms and conditions and what is the basic process like.", "text_native": "Uh and I wanted to know how how the terms and conditions and what is the basic process like." }, { "ucid": "21112178824825551", "idx": 19, "speaker": "agent", "start_s": 43.0, "end_s": 46.4, "text_en": "Noted. So in this case, the quantity you have specified over here is something around 185 metric tons.", "text_native": "Noted. So in this case, the quantity you have specified over here is something around 185 metric tons." }, { "ucid": "21112178824825551", "idx": 20, "speaker": "customer", "start_s": 46.5, "end_s": 46.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178824825551", "idx": 21, "speaker": "agent", "start_s": 47.0, "end_s": 48.5, "text_en": "So, the quantity is gonna be the same or...", "text_native": "So, the quantity is gonna be the same or..." }, { "ucid": "21112178824825551", "idx": 22, "speaker": "customer", "start_s": 48.5, "end_s": 53.0, "text_en": "No, it is actually 255 tons including everything. Like uh, that's actually approximation. So 255, it may be plus or minus 5 tons.", "text_native": "No, it is actually 255 tons including everything. Like uh, that's actually approximation. So 255, it may be plus or minus 5 tons." }, { "ucid": "21112178824825551", "idx": 23, "speaker": "agent", "start_s": 53.1, "end_s": 54.5, "text_en": "Okay. And the size you have required is...", "text_native": "Okay. And the size you have required is..." }, { "ucid": "21112178824825551", "idx": 24, "speaker": "customer", "start_s": 54.5, "end_s": 57.9, "text_en": "So what I'm proposing the client is uh like I'll be going with JSW if they are okay with that.", "text_native": "So what I'm proposing the client is uh like I'll be going with JSW if they are okay with that." }, { "ucid": "21112178824825551", "idx": 25, "speaker": "agent", "start_s": 58.0, "end_s": 58.5, "text_en": "Understood.", "text_native": "Understood." }, { "ucid": "21112178824825551", "idx": 26, "speaker": "customer", "start_s": 58.6, "end_s": 59.1, "text_en": "We are uh yeah.", "text_native": "We are uh yeah." }, { "ucid": "21112178824825551", "idx": 27, "speaker": "agent", "start_s": 59.1, "end_s": 59.8, "text_en": "So in this case what we can do is...", "text_native": "So in this case what we can do is..." }, { "ucid": "21112178824825551", "idx": 28, "speaker": "customer", "start_s": 59.8, "end_s": 104.5, "text_en": "We are in negotiations, okay? So I I wanted to know if if I'm directly purchasing from your manufacturing unit, what would be the cost that I could uh purchase cost like?", "text_native": "We are in negotiations, okay? So I I wanted to know if if I'm directly purchasing from your manufacturing unit, what would be the cost that I could uh purchase cost like?" }, { "ucid": "21112178824825551", "idx": 29, "speaker": "agent", "start_s": 104.7, "end_s": 114.0, "text_en": "Noted. So what I can do is, just bear me some time because today the PL is yet to come from the plant. And being the quantity in a good stage, I mean this is the actual quantity what you require. Okay, the size you have specified is only one size, that's 12 mm. So you require it in mix sizes because ideally in PEB it's required in mix sizes.", "text_native": "Noted. So what I can do is, just bear me some time because today the PL is yet to come from the plant. And being the quantity in a good stage, I mean this is the actual quantity what you require. Okay, the size you have specified is only one size, that's 12 mm. So you require it in mix sizes because ideally in PEB it's required in mix sizes." }, { "ucid": "21112178824825551", "idx": 30, "speaker": "customer", "start_s": 114.0, "end_s": 117.5, "text_en": "Yeah, exactly, exactly. I just wanted to make a primary contact with you. I was not expecting a call so early actually.", "text_native": "Yeah, exactly, exactly. I just wanted to make a primary contact with you. I was not expecting a call so early actually." }, { "ucid": "21112178824825551", "idx": 31, "speaker": "agent", "start_s": 117.6, "end_s": 117.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178824825551", "idx": 32, "speaker": "customer", "start_s": 118.0, "end_s": 126.5, "text_en": "Thanks, thank you for the call actually. Thank you, thank you very much for the call. That was so nice. Uh, like uh if I wanted to go with JSW, there will be in PEB there will be different kind of materials they will be using, right? I'll give you the uh MOP actually, metal procurement uh at a later point of time.", "text_native": "Thanks, thank you for the call actually. Thank you, thank you very much for the call. That was so nice. Uh, like uh if I wanted to go with JSW, there will be in PEB there will be different kind of materials they will be using, right? I'll give you the uh MOP actually, metal procurement uh at a later point of time." }, { "ucid": "21112178824825551", "idx": 33, "speaker": "agent", "start_s": 126.5, "end_s": 126.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178824825551", "idx": 34, "speaker": "customer", "start_s": 127.2, "end_s": 134.0, "text_en": "Uh, uh, so initially like uh like I'll give you the MTO at a later point of time. Uh, but initially if I wanted to go with directly to the manufacturer, is there any way that I can get from...", "text_native": "Uh, uh, so initially like uh like I'll give you the MTO at a later point of time. Uh, but initially if I wanted to go with directly to the manufacturer, is there any way that I can get from..." }, { "ucid": "21112178824825551", "idx": 35, "speaker": "agent", "start_s": 134.0, "end_s": 141.5, "text_en": "Yeah, so basically this will be... Yeah, that's why I just wanted to understand if the thicknesses are varying. So basically, see how it goes is, if in a single width we are procuring a material, like for about what you have specified over here, right? So if in...", "text_native": "Yeah, so basically this will be... Yeah, that's why I just wanted to understand if the thicknesses are varying. So basically, see how it goes is, if in a single width we are procuring a material, like for about what you have specified over here, right? So if in..." }, { "ucid": "21112178824825551", "idx": 36, "speaker": "customer", "start_s": 141.5, "end_s": 143.5, "text_en": "My my my apologies, there is a technical disturbance from your end.", "text_native": "My my my apologies, there is a technical disturbance from your end." }, { "ucid": "21112178824825551", "idx": 37, "speaker": "agent", "start_s": 143.7, "end_s": 149.5, "text_en": "Uh, what do I do is I'll call you from my personal number. Actually this is a systems number so there might be some sort of network issue. I'll call you from my personal number in a moment.", "text_native": "Uh, what do I do is I'll call you from my personal number. Actually this is a systems number so there might be some sort of network issue. I'll call you from my personal number in a moment." }, { "ucid": "21112178824825551", "idx": 38, "speaker": "customer", "start_s": 149.5, "end_s": 150.5, "text_en": "Yeah, yeah, thank you.", "text_native": "Yeah, yeah, thank you." }, { "ucid": "21112178824825551", "idx": 39, "speaker": "agent", "start_s": 150.5, "end_s": 151.2, "text_en": "Alright.", "text_native": "Alright." }, { "ucid": "21112178824825551", "idx": 40, "speaker": "customer", "start_s": 151.3, "end_s": 152.5, "text_en": "Thanks for the call, yeah.", "text_native": "Thanks for the call, yeah." }, { "ucid": "21112178824825551", "idx": 41, "speaker": "agent", "start_s": 152.5, "end_s": 153.0, "text_en": "Yes.", "text_native": "Yes." } ], "steps": [ { "ucid": "21112178824825551", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yeah, we just received one. That's the basically reason why I gave you a call right now.", "comment": "The agent immediately confirmed they were calling in response to the customer's platform submission." }, { "ucid": "21112178824825551", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "", "comment": "The agent only validated quantity and size, missing product/grade, delivery location, and timeline." }, { "ucid": "21112178824825551", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Only the end application (PEB structure) was discovered; monthly volume, current brands, share of wallet, and payment terms were not asked." }, { "ucid": "21112178824825551", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent explained a pricing delay (\"today the PL is yet to come from the plant\") but did not commit to a specific timeline for reverting with a quote." }, { "ucid": "21112178824825551", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yeah, we just received one. That's the basically reason why I gave you a call right now.", "comment": "The agent correctly focused on the customer's inbound request and did not pitch any other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }