{ "ucid": "21112178885472371", "call_date": "2026-09-08", "start_time": "2026-09-08 13:35:23", "end_time": "2026-09-08 13:38:31", "duration_sec": 188, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA95274948e7bfb963a0159594a1a8538c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 631, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178885472371__DIA95274948e7bfb963a0159594a1a8538c.mp3", "audio_bytes": 509544, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 169.848, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] UNKNOWN: Hello?\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[4s] AGENT: Hello, good afternoon sir. Abhinav this side from JSW One.\n[7s] CUSTOMER: Yeah, good afternoon.\n[9s] AGENT: Yeah sir, we have received your requirement of TMT bars.\n[11s] CUSTOMER: Yeah, yes.\n[12s] AGENT: Sir, can I know more about your requirement and for what what project you are procuring this material?\n[15s] CUSTOMER: Actually we are doing uh Tata Institute of Fundamental Research Center at Hyderabad, constructing university building.\n[20s] AGENT: Okay.\n[22s] CUSTOMER: Yeah, there we are having requirement for a steel, TMT steel.\n[25s] AGENT: So sir, we will be like, you need 550D or normal 550 will work for you?\n[28s] CUSTOMER: 550D.\n[29s] AGENT: And what are the makes approved in this project?\n[31s] CUSTOMER: Project uh JSW Steel, okay, SAIL, Tata and Jindal.\n[35s] AGENT: SAIL, Tata and Jindal.\n[36s] CUSTOMER: Yes.\n[37s] AGENT: Okay sir. So you have created a requirement of 44 tons. So you are planning to procure this material in a single load or in multiple loads?\n[41s] CUSTOMER: Yeah, single lot only. It's up to your continuity, based on your availability, stock availability.\n[45s] AGENT: So we have a stock in plant, so I will check the rates and will update you.\n[48s] CUSTOMER: Yeah, but now I asked for SAIL, correct?\n[50s] AGENT: Yes, you asked me for SAIL.\n[52s] CUSTOMER: Mhm mhm. Yeah, you can check and let me know.\n[54s] AGENT: So sir, are you going to purchase this material on credit or on advance? As our policy is for advance only.\n[58s] CUSTOMER: Yeah, if it's if it's a policy only advance, then we'll go for advance. Is there any option for credit also? Credit also we can consider. Okay. Based on your policy we can. It's everything based on the rates.\n[104s] AGENT: Okay.\n[105s] CUSTOMER: Okay.\n[106s] AGENT: So sir, can I know one more thing, how will you compare our rates? Like you will\n[109s] CUSTOMER: No, that that we can do. We are having, no, our suppliers. Don't worry for comparison, that we will do.\n[112s] AGENT: No, I just want to ask like you will compare on basis of our first quotation or you will get back to us and share the share your\n[116s] CUSTOMER: No no, actually our see, we are having already quotation with, okay, for for local who are already supplied, no, we are having the quotation with their quotation. Okay. There also some party they given with credit, some party they given they want full advance. So with you are also with full advance, what is the rate difference between you and them we'll check. If it's coming more or less same or if lesser than them, then you will get order.\n[128s] AGENT: Okay, okay.\n[129s] CUSTOMER: Okay.\n[130s] AGENT: Okay, please.\n[131s] CUSTOMER: Okay.\n[132s] AGENT: So the delivery address will be the same you have entered while creating the requirement?\n[134s] CUSTOMER: Yeah yeah, yes, yes, same, same.\n[136s] AGENT: Okay sir.\n[137s] CUSTOMER: The delivery address will be same.\n[138s] AGENT: I will quote you rate in one hour.\n[140s] CUSTOMER: Okay.\n[140s] AGENT: Okay sir?\n[141s] CUSTOMER: Yeah, yes, okay, done. Thank you.\n[143s] AGENT: Thank you.\n[144s] CUSTOMER: Okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 45, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "45 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": 7.5, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When the customer states the decision is 'everything based on the rates', you must proactively pitch our 'all-inclusive landed cost' USP to frame the price comparison in our favor.", "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": "Agent confirmed material is in stock at the plant: 'So we have a stock in plant, so I will check the rates and will update you.'", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer is procuring 44 MT of TMT 550D for a TIFR construction project in Hyderabad. They have multiple approved brands (JSW, SAIL, Tata, Jindal) and are making their decision based on price. The agent confirmed some requirement details and committed to sending a quote within one hour. The next step is for the agent to provide the price.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah sir, we have received your requirement of TMT bars.\", \"comment\": \"The agent correctly acknowledged the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"you need 550D or normal 550 will work for you?... you have created a requirement of 44 tons... the delivery address will be the same you have entered while creating the requirement?\", \"comment\": \"Agent confirmed product grade, quantity, and location, but did not revalidate the required diameters (TMT equivalent of thickness/width) or the delivery timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"for what what project you are procuring this material?... what are the makes approved in this project?... are you going to purchase this material on credit or on advance?\", \"comment\": \"Agent successfully discovered the end use, other approved brands, and payment preference, but missed asking about the customer's total monthly requirement and current JSW share.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will quote you rate in one hour.\", \"comment\": \"The agent committed to a clear timeline for providing the price, which is an acceptable closure for this call type.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah sir, we have received your requirement of TMT bars.\", \"comment\": \"The agent focused entirely on the customer's stated requirement for TMT and did not waste time re-pitching other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer states the decision is 'everything based on the rates', you must proactively pitch our 'all-inclusive landed cost' USP to frame the price comparison in our favor.\", \"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\": \"Agent confirmed material is in stock at the plant: 'So we have a stock in plant, so I will check the rates and will update you.'\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer is procuring 44 MT of TMT 550D for a TIFR construction project in Hyderabad. They have multiple approved brands (JSW, SAIL, Tata, Jindal) and are making their decision based on price. The agent confirmed some requirement details and committed to sending a quote within one hour. The next step is for the agent to provide the price.\"}", "error": null, "latency_ms": 32408, "input_tokens": 3639, "output_tokens": 813, "created_at": "2026-09-25 11:21:01", "sentiment": "positive", "sentiment_score": 0.313, "sentiment_confidence": "high", "pos": 16, "neg": 4, "lex_hits": 38, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.312, "agent_talk_sec": 40.0, "customer_talk_sec": 88.3, "dead_air_sec": 59.7, "longest_monologue_sec": 4.2, "agent_wpm": 328.5, "interruptions": 0, "agent_turns": 22, "customer_turns": 22, "discovery_qs": 8, "words_agent": 219, "words_customer": 240, "monologue_heavy": 0, "turns": [ { "ucid": "21112178885472371", "idx": 0, "speaker": "unknown", "start_s": 1.83, "end_s": 2.4, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178885472371", "idx": 1, "speaker": "agent", "start_s": 2.7, "end_s": 3.21, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178885472371", "idx": 2, "speaker": "customer", "start_s": 3.54, "end_s": 3.97, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178885472371", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 6.8, "text_en": "Hello, good afternoon sir. Abhinav this side from JSW One.", "text_native": "Hello, good afternoon sir. Abhinav this side from JSW One." }, { "ucid": "21112178885472371", "idx": 4, "speaker": "customer", "start_s": 7.3, "end_s": 8.2, "text_en": "Yeah, good afternoon.", "text_native": "Yeah, good afternoon." }, { "ucid": "21112178885472371", "idx": 5, "speaker": "agent", "start_s": 8.68, "end_s": 10.58, "text_en": "Yeah sir, we have received your requirement of TMT bars.", "text_native": "Yeah sir, we have received your requirement of TMT bars." }, { "ucid": "21112178885472371", "idx": 6, "speaker": "customer", "start_s": 10.78, "end_s": 11.38, "text_en": "Yeah, yes.", "text_native": "Yeah, yes." }, { "ucid": "21112178885472371", "idx": 7, "speaker": "agent", "start_s": 11.8, "end_s": 15.1, "text_en": "Sir, can I know more about your requirement and for what what project you are procuring this material?", "text_native": "Sir, can I know more about your requirement and for what what project you are procuring this material?" }, { "ucid": "21112178885472371", "idx": 8, "speaker": "customer", "start_s": 15.1, "end_s": 20.1, "text_en": "Actually we are doing uh Tata Institute of Fundamental Research Center at Hyderabad, constructing university building.", "text_native": "Actually we are doing uh Tata Institute of Fundamental Research Center at Hyderabad, constructing university building." }, { "ucid": "21112178885472371", "idx": 9, "speaker": "agent", "start_s": 20.38, "end_s": 20.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885472371", "idx": 10, "speaker": "customer", "start_s": 21.7, "end_s": 24.1, "text_en": "Yeah, there we are having requirement for a steel, TMT steel.", "text_native": "Yeah, there we are having requirement for a steel, TMT steel." }, { "ucid": "21112178885472371", "idx": 11, "speaker": "agent", "start_s": 24.7, "end_s": 28.0, "text_en": "So sir, we will be like, you need 550D or normal 550 will work for you?", "text_native": "So sir, we will be like, you need 550D or normal 550 will work for you?" }, { "ucid": "21112178885472371", "idx": 12, "speaker": "customer", "start_s": 28.0, "end_s": 28.7, "text_en": "550D.", "text_native": "550D." }, { "ucid": "21112178885472371", "idx": 13, "speaker": "agent", "start_s": 29.2, "end_s": 30.8, "text_en": "And what are the makes approved in this project?", "text_native": "And what are the makes approved in this project?" }, { "ucid": "21112178885472371", "idx": 14, "speaker": "customer", "start_s": 30.8, "end_s": 34.2, "text_en": "Project uh JSW Steel, okay, SAIL, Tata and Jindal.", "text_native": "Project uh JSW Steel, okay, SAIL, Tata and Jindal." }, { "ucid": "21112178885472371", "idx": 15, "speaker": "agent", "start_s": 34.7, "end_s": 35.9, "text_en": "SAIL, Tata and Jindal.", "text_native": "SAIL, Tata and Jindal." }, { "ucid": "21112178885472371", "idx": 16, "speaker": "customer", "start_s": 36.0, "end_s": 36.4, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178885472371", "idx": 17, "speaker": "agent", "start_s": 37.2, "end_s": 41.4, "text_en": "Okay sir. So you have created a requirement of 44 tons. So you are planning to procure this material in a single load or in multiple loads?", "text_native": "Okay sir. So you have created a requirement of 44 tons. So you are planning to procure this material in a single load or in multiple loads?" }, { "ucid": "21112178885472371", "idx": 18, "speaker": "customer", "start_s": 41.4, "end_s": 44.9, "text_en": "Yeah, single lot only. It's up to your continuity, based on your availability, stock availability.", "text_native": "Yeah, single lot only. It's up to your continuity, based on your availability, stock availability." }, { "ucid": "21112178885472371", "idx": 19, "speaker": "agent", "start_s": 45.3, "end_s": 47.7, "text_en": "So we have a stock in plant, so I will check the rates and will update you.", "text_native": "So we have a stock in plant, so I will check the rates and will update you." }, { "ucid": "21112178885472371", "idx": 20, "speaker": "customer", "start_s": 47.7, "end_s": 49.6, "text_en": "Yeah, but now I asked for SAIL, correct?", "text_native": "Yeah, but now I asked for SAIL, correct?" }, { "ucid": "21112178885472371", "idx": 21, "speaker": "agent", "start_s": 49.9, "end_s": 51.2, "text_en": "Yes, you asked me for SAIL.", "text_native": "Yes, you asked me for SAIL." }, { "ucid": "21112178885472371", "idx": 22, "speaker": "customer", "start_s": 51.5, "end_s": 53.2, "text_en": "Mhm mhm. Yeah, you can check and let me know.", "text_native": "Mhm mhm. Yeah, you can check and let me know." }, { "ucid": "21112178885472371", "idx": 23, "speaker": "agent", "start_s": 53.7, "end_s": 57.8, "text_en": "So sir, are you going to purchase this material on credit or on advance? As our policy is for advance only.", "text_native": "So sir, are you going to purchase this material on credit or on advance? As our policy is for advance only." }, { "ucid": "21112178885472371", "idx": 24, "speaker": "customer", "start_s": 58.1, "end_s": 104.4, "text_en": "Yeah, if it's if it's a policy only advance, then we'll go for advance. Is there any option for credit also? Credit also we can consider. Okay. Based on your policy we can. It's everything based on the rates.", "text_native": "Yeah, if it's if it's a policy only advance, then we'll go for advance. Is there any option for credit also? Credit also we can consider. Okay. Based on your policy we can. It's everything based on the rates." }, { "ucid": "21112178885472371", "idx": 25, "speaker": "agent", "start_s": 104.4, "end_s": 104.7, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885472371", "idx": 26, "speaker": "customer", "start_s": 105.2, "end_s": 105.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885472371", "idx": 27, "speaker": "agent", "start_s": 106.2, "end_s": 108.7, "text_en": "So sir, can I know one more thing, how will you compare our rates? Like you will", "text_native": "So sir, can I know one more thing, how will you compare our rates? Like you will" }, { "ucid": "21112178885472371", "idx": 28, "speaker": "customer", "start_s": 108.7, "end_s": 111.8, "text_en": "No, that that we can do. We are having, no, our suppliers. Don't worry for comparison, that we will do.", "text_native": "No, that that we can do. We are having, no, our suppliers. Don't worry for comparison, that we will do." }, { "ucid": "21112178885472371", "idx": 29, "speaker": "agent", "start_s": 111.8, "end_s": 115.6, "text_en": "No, I just want to ask like you will compare on basis of our first quotation or you will get back to us and share the share your", "text_native": "No, I just want to ask like you will compare on basis of our first quotation or you will get back to us and share the share your" }, { "ucid": "21112178885472371", "idx": 30, "speaker": "customer", "start_s": 115.6, "end_s": 127.2, "text_en": "No no, actually our see, we are having already quotation with, okay, for for local who are already supplied, no, we are having the quotation with their quotation. Okay. There also some party they given with credit, some party they given they want full advance. So with you are also with full advance, what is the rate difference between you and them we'll check. If it's coming more or less same or if lesser than them, then you will get order.", "text_native": "No no, actually our see, we are having already quotation with, okay, for for local who are already supplied, no, we are having the quotation with their quotation. Okay. There also some party they given with credit, some party they given they want full advance. So with you are also with full advance, what is the rate difference between you and them we'll check. If it's coming more or less same or if lesser than them, then you will get order." }, { "ucid": "21112178885472371", "idx": 31, "speaker": "agent", "start_s": 127.7, "end_s": 128.4, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178885472371", "idx": 32, "speaker": "customer", "start_s": 128.8, "end_s": 129.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885472371", "idx": 33, "speaker": "agent", "start_s": 129.7, "end_s": 130.2, "text_en": "Okay, please.", "text_native": "Okay, please." }, { "ucid": "21112178885472371", "idx": 34, "speaker": "customer", "start_s": 130.6, "end_s": 130.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885472371", "idx": 35, "speaker": "agent", "start_s": 131.5, "end_s": 134.2, "text_en": "So the delivery address will be the same you have entered while creating the requirement?", "text_native": "So the delivery address will be the same you have entered while creating the requirement?" }, { "ucid": "21112178885472371", "idx": 36, "speaker": "customer", "start_s": 134.2, "end_s": 135.8, "text_en": "Yeah yeah, yes, yes, same, same.", "text_native": "Yeah yeah, yes, yes, same, same." }, { "ucid": "21112178885472371", "idx": 37, "speaker": "agent", "start_s": 136.2, "end_s": 136.7, "text_en": "Okay sir.", "text_native": "Okay sir." }, { "ucid": "21112178885472371", "idx": 38, "speaker": "customer", "start_s": 136.7, "end_s": 138.0, "text_en": "The delivery address will be same.", "text_native": "The delivery address will be same." }, { "ucid": "21112178885472371", "idx": 39, "speaker": "agent", "start_s": 138.4, "end_s": 139.7, "text_en": "I will quote you rate in one hour.", "text_native": "I will quote you rate in one hour." }, { "ucid": "21112178885472371", "idx": 40, "speaker": "customer", "start_s": 139.7, "end_s": 140.1, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885472371", "idx": 41, "speaker": "agent", "start_s": 140.3, "end_s": 140.7, "text_en": "Okay sir?", "text_native": "Okay sir?" }, { "ucid": "21112178885472371", "idx": 42, "speaker": "customer", "start_s": 140.9, "end_s": 142.4, "text_en": "Yeah, yes, okay, done. Thank you.", "text_native": "Yeah, yes, okay, done. Thank you." }, { "ucid": "21112178885472371", "idx": 43, "speaker": "agent", "start_s": 142.8, "end_s": 143.3, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178885472371", "idx": 44, "speaker": "customer", "start_s": 143.7, "end_s": 144.2, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178885472371", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yeah sir, we have received your requirement of TMT bars.", "comment": "The agent correctly acknowledged the customer's platform submission at the start of the call." }, { "ucid": "21112178885472371", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "partial", "earned": 1.5, "questions_hit": 3, "evidence": "you need 550D or normal 550 will work for you?... you have created a requirement of 44 tons... the delivery address will be the same you have entered while creating the requirement?", "comment": "Agent confirmed product grade, quantity, and location, but did not revalidate the required diameters (TMT equivalent of thickness/width) or the delivery timeline." }, { "ucid": "21112178885472371", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "for what what project you are procuring this material?... what are the makes approved in this project?... are you going to purchase this material on credit or on advance?", "comment": "Agent successfully discovered the end use, other approved brands, and payment preference, but missed asking about the customer's total monthly requirement and current JSW share." }, { "ucid": "21112178885472371", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will quote you rate in one hour.", "comment": "The agent committed to a clear timeline for providing the price, which is an acceptable closure for this call type." }, { "ucid": "21112178885472371", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yeah sir, we have received your requirement of TMT bars.", "comment": "The agent focused entirely on the customer's stated requirement for TMT and did not waste time re-pitching other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }