{ "ucid": "21112178833022781", "call_date": "2026-09-02", "start_time": "2026-09-02 11:53:47", "end_time": "2026-09-02 11:55:47", "duration_sec": 120, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3e7fb4ddafe0f33788cbad578bd5e2a6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1300, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178833022781__DIA3e7fb4ddafe0f33788cbad578bd5e2a6.mp3", "audio_bytes": 306936, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 102.312, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello, yes, sir, greetings, this is Abhinav Gautam speaking from JSW One. (हेलो, हां, यह सर नमस्कार, अभिनव गौतम बात कर रहा हूं ना JSW One से।)\n[4s] CUSTOMER: Tell me, sir. (बताइए सर।)\n[5s] AGENT: Did you create this requirement with us? (यह रिक्वायरमेंट आपने बनाई थी क्या हमारे पास?)\n[7s] CUSTOMER: Yes sir, I did. I spoke to you last time, I didn't get any reply from you people. So I just got a WhatsApp from you people, so I put in a requirement in it. (हां सर, बनाई थी। पिछली बार आपसे बात हुई थी, आप लोगों का कोई रिप्लाई नहीं आया था। तो मैंने अभी वो मेरे को WhatsApp आया आप लोगों का तो मैंने उसमें डाल दी थी रिक्वायरमेंट एक।)\n[13s] AGENT: Oh, you received our WhatsApp? (अच्छा WhatsApp आया था क्या हमारा?)\n[14s] CUSTOMER: Yes. It keeps coming from you people. I spoke to you last time as well, we talked about 1.6, then I didn't get any reply from you. (हां जी। वो आप लोगों का आता रहता है। पिछली बार भी आपसे बात हुई थी, तो 1.6 की बात हुई थी, आपका फिर रिप्लाई नहीं आया कुछ।)\n[19s] AGENT: From the plant, it was the plant case, right? (प्लांट से, प्लांट वाला केस था ना?)\n[20s] CUSTOMER: No, you said you would tell me, but I didn't get any reply from you. Just like that, I got a WhatsApp, so I put it in there again, thinking okay, if someone replies, I'll talk to them. (नहीं, आपने कहा था बताएंगे, आपका कोई रिप्लाई आया नहीं। ऐसे ही हमको एक WhatsApp आया तो हमने फिर उसमें डाल दिया हमने, ठीक है अब कोई रिप्लाई करेगा तो बात कर लेंगे।)\n[26s] AGENT: Okay, I'll tell you its rate. (ठीक है, मैं बताता हूं उसका रेट आपको।)\n[27s] CUSTOMER: What is the rate now? (अभी क्या रेट है?)\n[28s] AGENT: Right now sir, it must be going for X Ghaziabad 64-65. It was 64,500, ours was 64,500 for X Ghaziabad. (अभी सर इसका चल रहा होगा X Ghaziabad 64 65. 64 500 था, 64 500 था हमारा X Ghaziabad का।)\n[33s] CUSTOMER: Oh, have the rates increased? (अच्छा रेट बढ़ गए हैं क्या?)\n[34s] AGENT: Hmm, they have increased. (हम्म, बढ़ गए हैं।)\n[35s] CUSTOMER: Last time you were giving it for 63,500. FOR. (पिछली बार तो आप 63 500 में दे रहे थे। FOR.)\n[38s] AGENT: Yes. For 1.6? (हां। 1.6 का?)\n[39s] CUSTOMER: 1.6. I spoke to you last time. You said it would be 63,500 delivered to you. (1.6. पिछली बार आपसे बात हुई थी। आपने 63 500 पहुंचता हो जाएगा आपके पास।)\n[42s] AGENT: Yes, I had said that, but they have increased since then. They increased at the end of the month. (हां, वो बोला था पर उसके बाद से बढ़ गए ना अभी। मंथ के एंड में बढ़े थे।)\n[45s] CUSTOMER: Okay, okay. Hmm. Right now, what is the rate for 2mm, 2mm? (अच्छा अच्छा। हम्म। अभी तो 2mm, 2mm क्या रेट है?)\n[48s] AGENT: 2mm is, sir, one second. It will be around 61,500 sir, 2mm. (2mm है सर, एक सेकंड। 61 500 के आस पास होगा सर 2mm.)\n[51s] CUSTOMER: What sizes are available in this? (इसमें साइजेस क्या क्या अवेलेबल है?)\n[52s] AGENT: You will get the 1250 size from us, sir, the one that is in ready stock. (जो हमारे पास 1250 के साइज मिलेगा सर, जो रेडी स्टॉक में रहता है ना।)\n[54s] CUSTOMER: Okay, okay, okay. (अच्छा अच्छा अच्छा।)\n[56s] AGENT: That's what is available. (वही मिलता है।)\n[57s] CUSTOMER: Alright, okay. Okay sir. (चलिए, ठीक है। ठीक है सर।)\n[58s] AGENT: Okay? Okay. (ठीक है? ओके।)\n[59s] CUSTOMER: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: There is a slight echo on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "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": 4.5, "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 asks for a price, provide a firm, all-inclusive quote and then immediately ask for the order to secure that price and stock.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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, following up on a previous conversation, inquired about the current price for 2mm HR coil. The agent provided an approximate price for Ghaziabad delivery, explained the recent price increase, and confirmed stock for the 1250mm width. The call concluded without a firm quote or a defined next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you create this requirement with us?\", \"comment\": \"Agent correctly identified the call was in response to a customer's digital submission.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"1.6?\", \"comment\": \"Agent and customer discussed thickness (1.6, 2mm), location (Ghaziabad), and width (1250), but not product/grade, quantity, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was purely transactional about price.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent gave an approximate price ('around 61,500') and did not attempt to close the sale or define a next step.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: What is the rate now? AGENT: Right now sir, it must be going for X Ghaziabad 64-65.\", \"comment\": \"Agent did not pitch other products and stuck to answering the customer's direct questions.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price, provide a firm, all-inclusive quote and then immediately ask for the order to secure that price and stock.\", \"segment_detected\": \"unknown\", \"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\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"Last time you were giving it for 63,500. FOR.\", \"response\": \"Yes, I had said that, but they have increased since then. They increased at the end of the month.\"}], \"call_summary\": \"The customer, following up on a previous conversation, inquired about the current price for 2mm HR coil. The agent provided an approximate price for Ghaziabad delivery, explained the recent price increase, and confirmed stock for the 1250mm width. The call concluded without a firm quote or a defined next step.\"}", "error": null, "latency_ms": 29053, "input_tokens": 3738, "output_tokens": 760, "created_at": "2026-09-25 11:51:19", "sentiment": "positive", "sentiment_score": 0.493, "sentiment_confidence": "high", "pos": 12, "neg": 0, "lex_hits": 24, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.478, "agent_talk_sec": 25.5, "customer_talk_sec": 27.8, "dead_air_sec": 66.7, "longest_monologue_sec": 4.5, "agent_wpm": 291.8, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 5, "words_agent": 124, "words_customer": 168, "monologue_heavy": 0, "turns": [ { "ucid": "21112178833022781", "idx": 0, "speaker": "agent", "start_s": 0.48, "end_s": 4.1, "text_en": "Hello, yes, sir, greetings, this is Abhinav Gautam speaking from JSW One.", "text_native": "हेलो, हां, यह सर नमस्कार, अभिनव गौतम बात कर रहा हूं ना JSW One से।" }, { "ucid": "21112178833022781", "idx": 1, "speaker": "customer", "start_s": 4.33, "end_s": 4.97, "text_en": "Tell me, sir.", "text_native": "बताइए सर।" }, { "ucid": "21112178833022781", "idx": 2, "speaker": "agent", "start_s": 5.3, "end_s": 7.11, "text_en": "Did you create this requirement with us?", "text_native": "यह रिक्वायरमेंट आपने बनाई थी क्या हमारे पास?" }, { "ucid": "21112178833022781", "idx": 3, "speaker": "customer", "start_s": 7.47, "end_s": 12.3, "text_en": "Yes sir, I did. I spoke to you last time, I didn't get any reply from you people. So I just got a WhatsApp from you people, so I put in a requirement in it.", "text_native": "हां सर, बनाई थी। पिछली बार आपसे बात हुई थी, आप लोगों का कोई रिप्लाई नहीं आया था। तो मैंने अभी वो मेरे को WhatsApp आया आप लोगों का तो मैंने उसमें डाल दी थी रिक्वायरमेंट एक।" }, { "ucid": "21112178833022781", "idx": 4, "speaker": "agent", "start_s": 12.6, "end_s": 13.68, "text_en": "Oh, you received our WhatsApp?", "text_native": "अच्छा WhatsApp आया था क्या हमारा?" }, { "ucid": "21112178833022781", "idx": 5, "speaker": "customer", "start_s": 13.9, "end_s": 18.7, "text_en": "Yes. It keeps coming from you people. I spoke to you last time as well, we talked about 1.6, then I didn't get any reply from you.", "text_native": "हां जी। वो आप लोगों का आता रहता है। पिछली बार भी आपसे बात हुई थी, तो 1.6 की बात हुई थी, आपका फिर रिप्लाई नहीं आया कुछ।" }, { "ucid": "21112178833022781", "idx": 6, "speaker": "agent", "start_s": 18.7, "end_s": 20.1, "text_en": "From the plant, it was the plant case, right?", "text_native": "प्लांट से, प्लांट वाला केस था ना?" }, { "ucid": "21112178833022781", "idx": 7, "speaker": "customer", "start_s": 20.1, "end_s": 25.1, "text_en": "No, you said you would tell me, but I didn't get any reply from you. Just like that, I got a WhatsApp, so I put it in there again, thinking okay, if someone replies, I'll talk to them.", "text_native": "नहीं, आपने कहा था बताएंगे, आपका कोई रिप्लाई आया नहीं। ऐसे ही हमको एक WhatsApp आया तो हमने फिर उसमें डाल दिया हमने, ठीक है अब कोई रिप्लाई करेगा तो बात कर लेंगे।" }, { "ucid": "21112178833022781", "idx": 8, "speaker": "agent", "start_s": 25.5, "end_s": 26.8, "text_en": "Okay, I'll tell you its rate.", "text_native": "ठीक है, मैं बताता हूं उसका रेट आपको।" }, { "ucid": "21112178833022781", "idx": 9, "speaker": "customer", "start_s": 26.8, "end_s": 27.5, "text_en": "What is the rate now?", "text_native": "अभी क्या रेट है?" }, { "ucid": "21112178833022781", "idx": 10, "speaker": "agent", "start_s": 27.9, "end_s": 32.4, "text_en": "Right now sir, it must be going for X Ghaziabad 64-65. It was 64,500, ours was 64,500 for X Ghaziabad.", "text_native": "अभी सर इसका चल रहा होगा X Ghaziabad 64 65. 64 500 था, 64 500 था हमारा X Ghaziabad का।" }, { "ucid": "21112178833022781", "idx": 11, "speaker": "customer", "start_s": 32.9, "end_s": 34.0, "text_en": "Oh, have the rates increased?", "text_native": "अच्छा रेट बढ़ गए हैं क्या?" }, { "ucid": "21112178833022781", "idx": 12, "speaker": "agent", "start_s": 34.3, "end_s": 35.2, "text_en": "Hmm, they have increased.", "text_native": "हम्म, बढ़ गए हैं।" }, { "ucid": "21112178833022781", "idx": 13, "speaker": "customer", "start_s": 35.4, "end_s": 37.5, "text_en": "Last time you were giving it for 63,500. FOR.", "text_native": "पिछली बार तो आप 63 500 में दे रहे थे। FOR." }, { "ucid": "21112178833022781", "idx": 14, "speaker": "agent", "start_s": 37.5, "end_s": 38.8, "text_en": "Yes. For 1.6?", "text_native": "हां। 1.6 का?" }, { "ucid": "21112178833022781", "idx": 15, "speaker": "customer", "start_s": 38.8, "end_s": 41.3, "text_en": "1.6. I spoke to you last time. You said it would be 63,500 delivered to you.", "text_native": "1.6. पिछली बार आपसे बात हुई थी। आपने 63 500 पहुंचता हो जाएगा आपके पास।" }, { "ucid": "21112178833022781", "idx": 16, "speaker": "agent", "start_s": 41.5, "end_s": 44.4, "text_en": "Yes, I had said that, but they have increased since then. They increased at the end of the month.", "text_native": "हां, वो बोला था पर उसके बाद से बढ़ गए ना अभी। मंथ के एंड में बढ़े थे।" }, { "ucid": "21112178833022781", "idx": 17, "speaker": "customer", "start_s": 44.6, "end_s": 47.2, "text_en": "Okay, okay. Hmm. Right now, what is the rate for 2mm, 2mm?", "text_native": "अच्छा अच्छा। हम्म। अभी तो 2mm, 2mm क्या रेट है?" }, { "ucid": "21112178833022781", "idx": 18, "speaker": "agent", "start_s": 47.5, "end_s": 50.7, "text_en": "2mm is, sir, one second. It will be around 61,500 sir, 2mm.", "text_native": "2mm है सर, एक सेकंड। 61 500 के आस पास होगा सर 2mm." }, { "ucid": "21112178833022781", "idx": 19, "speaker": "customer", "start_s": 50.9, "end_s": 52.0, "text_en": "What sizes are available in this?", "text_native": "इसमें साइजेस क्या क्या अवेलेबल है?" }, { "ucid": "21112178833022781", "idx": 20, "speaker": "agent", "start_s": 52.2, "end_s": 54.5, "text_en": "You will get the 1250 size from us, sir, the one that is in ready stock.", "text_native": "जो हमारे पास 1250 के साइज मिलेगा सर, जो रेडी स्टॉक में रहता है ना।" }, { "ucid": "21112178833022781", "idx": 21, "speaker": "customer", "start_s": 54.5, "end_s": 55.3, "text_en": "Okay, okay, okay.", "text_native": "अच्छा अच्छा अच्छा।" }, { "ucid": "21112178833022781", "idx": 22, "speaker": "agent", "start_s": 55.9, "end_s": 56.5, "text_en": "That's what is available.", "text_native": "वही मिलता है।" }, { "ucid": "21112178833022781", "idx": 23, "speaker": "customer", "start_s": 57.0, "end_s": 58.2, "text_en": "Alright, okay. Okay sir.", "text_native": "चलिए, ठीक है। ठीक है सर।" }, { "ucid": "21112178833022781", "idx": 24, "speaker": "agent", "start_s": 58.2, "end_s": 58.8, "text_en": "Okay? Okay.", "text_native": "ठीक है? ओके।" }, { "ucid": "21112178833022781", "idx": 25, "speaker": "customer", "start_s": 58.8, "end_s": 59.2, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178833022781", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Did you create this requirement with us?", "comment": "Agent correctly identified the call was in response to a customer's digital submission." }, { "ucid": "21112178833022781", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "partial", "earned": 1.5, "questions_hit": 3, "evidence": "1.6?", "comment": "Agent and customer discussed thickness (1.6, 2mm), location (Ghaziabad), and width (1250), but not product/grade, quantity, or timeline." }, { "ucid": "21112178833022781", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked; the conversation was purely transactional about price." }, { "ucid": "21112178833022781", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent gave an approximate price ('around 61,500') and did not attempt to close the sale or define a next step." }, { "ucid": "21112178833022781", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "CUSTOMER: What is the rate now? AGENT: Right now sir, it must be going for X Ghaziabad 64-65.", "comment": "Agent did not pitch other products and stuck to answering the customer's direct questions." } ], "objections": [ { "ucid": "21112178833022781", "obj_type": "price", "state": "handled", "evidence": "Last time you were giving it for 63,500. FOR.", "response": "Yes, I had said that, but they have increased since then. They increased at the end of the month." } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }