{ "ucid": "21112178901644381", "call_date": "2026-09-10", "start_time": "2026-09-10 10:30:43", "end_time": "2026-09-10 10:33:19", "duration_sec": 156, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA93c1be6541335297b468859c080a9cb0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 428, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901644381__DIA93c1be6541335297b468859c080a9cb0.mp3", "audio_bytes": 407376, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 135.792, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello, I am calling from the JSW One platform (નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું)\n[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[6s] CUSTOMER: Yes.\n[7s] AGENT: Hello.\n[8s] CUSTOMER: Hello.\n[9s] AGENT: Uh sir, calling from JSW One MSME.\n[10s] CUSTOMER: Yes sir, tell me sir.\n[12s] AGENT: Uh yes sir. So basically why I've called you up is to check, do you have any sort of requirement in steel or something right now?\n[16s] CUSTOMER: Yeah, yesterday I have downloaded that app and I tried for that. But our regular requirement is based at Baroda.\n[20s] AGENT: Is that?\n[21s] CUSTOMER: Gujarat, okay.\n[22s] AGENT: Yeah. And what is the requirement do you have right now?\n[24s] CUSTOMER: Uh, right now there is a different thickness of requirement is there. I will update you on that. But first I would like to know, uh, what is the process? Means you connect to the local dealers or you directly supply?\n[30s] AGENT: No, basically we provide you from the Ahmedabad location. We have a stockyard in Kathwada and Kanbha. We'll provide you the material from there.\n[35s] CUSTOMER: It is through the dealer or directly from the JSW?\n[37s] AGENT: No, that's directly from the JSW thing.\n[38s] CUSTOMER: Okay, okay, okay, okay. Uh, may I get any number to whom I can contact and share the details of requirement or online application only we have?\n[44s] AGENT: Actually I am only the key accounts manager of yours. So what will I do is I'll just WhatsApp you from my personal number. And you can just share me the requirements out over there. We'll accordingly, you know, share you the quotations for the thing. So I would just request you to share me your exact requirement and what do you say, complete delivery address.\n[53s] CUSTOMER: All the structures, plates all are available?\n[55s] AGENT: So structural steel right now we do not have the material in our stockyards as it's, you know, out of stock.\n[58s] CUSTOMER: Something, if I have something, uh, I-beam or H-beam?\n[101s] AGENT: Yeah, but that's what I'm saying that it is currently out of stock. (Yeah, but that's what I'm saying ki it is currently out of stock.)\n[103s] CUSTOMER: Not now, not now. My, uh, upcoming project, for I require for my upcoming projects. It would be around 200 to 200, 250 tons.\n[108s] AGENT: Okay. So...\n[108s] CUSTOMER: Okay. So...\n[109s] AGENT: Yeah, so we can roll it directly from the plant if...\n[110s] CUSTOMER: Yeah, exactly, exactly, exactly. So I'll share the details. Give me, uh, one day. I'll come back to you. And please share me your number on WhatsApp so that I can contact directly to you, sir.\n[117s] AGENT: I have done that, sir.\n[118s] AGENT: I have done that. I have done that.\n[119s] CUSTOMER: Thank you sir. Thank you very much sir.\n[121s] AGENT: Thanks a lot. Thank you.", "language": "English", "languages": "[\"English\", \"Gujarati\"]", "turn_count": 32, "connected": 1, "audio_notes": "clear: The agent starts in Gujarati but the rest of the call is in English.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "32 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": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "For a customer-led inquiry, always open by referencing their platform submission; asking 'do you have a requirement' makes it sound like a cold call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "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": "out_of_stock", "supply_details": "structural steel right now we do not have the material in our stockyards as it's, you know, out of stock.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, who had used the app, inquired about the process for a large future requirement (200-250 tons of structural steel) for a project in Baroda. The rep failed to acknowledge the app submission, treating it like a cold call. The rep confirmed the material was out of stock in the local yard but could potentially be rolled from the mill, and they agreed to connect on WhatsApp for the customer to share detailed specs for a future quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir. So basically why I've called you up is to check, do you have any sort of requirement in steel or something right now?\", \"comment\": \"Rep opened with a generic cold-call question instead of acknowledging the customer's platform activity.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Rep did not attempt to revalidate any specific fields from the platform submission; the customer deflected the general requirement question.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Rep asked no discovery questions about the customer's business, end-use, or procurement patterns.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll just WhatsApp you from my personal number. And you can just share me the requirements out over there. We'll accordingly, you know, share you the quotations for the thing.\", \"comment\": \"Rep could not give a price due to lack of stock/specs, but committed to a clear next step for providing a quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No, basically we provide you from the Ahmedabad location. We have a stockyard in Kathwada and Kanbha. We'll provide you the material from there.\", \"comment\": \"Rep answered the customer's direct process question without adding an unnecessary sales pitch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For a customer-led inquiry, always open by referencing their platform submission; asking 'do you have a requirement' makes it sound like a cold call.\", \"segment_detected\": \"construction\", \"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\": \"out_of_stock\", \"supply_details\": \"structural steel right now we do not have the material in our stockyards as it's, you know, out of stock.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, who had used the app, inquired about the process for a large future requirement (200-250 tons of structural steel) for a project in Baroda. The rep failed to acknowledge the app submission, treating it like a cold call. The rep confirmed the material was out of stock in the local yard but could potentially be rolled from the mill, and they agreed to connect on WhatsApp for the customer to share detailed specs for a future quote.\"}", "error": null, "latency_ms": 33272, "input_tokens": 3492, "output_tokens": 792, "created_at": "2026-09-25 11:11:40", "sentiment": "positive", "sentiment_score": 0.511, "sentiment_confidence": "high", "pos": 36, "neg": 2, "lex_hits": 32, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.327, "agent_talk_sec": 38.3, "customer_talk_sec": 78.7, "dead_air_sec": 39.0, "longest_monologue_sec": 8.8, "agent_wpm": 343.1, "interruptions": 0, "agent_turns": 17, "customer_turns": 15, "discovery_qs": 3, "words_agent": 219, "words_customer": 196, "monologue_heavy": 0, "turns": [ { "ucid": "21112178901644381", "idx": 0, "speaker": "agent", "start_s": 0.0, "end_s": 4.2, "text_en": "Hello, I am calling from the JSW One platform", "text_native": "નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું" }, { "ucid": "21112178901644381", "idx": 1, "speaker": "customer", "start_s": 4.53, "end_s": 5.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178901644381", "idx": 2, "speaker": "agent", "start_s": 5.53, "end_s": 5.93, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178901644381", "idx": 3, "speaker": "customer", "start_s": 6.23, "end_s": 6.63, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178901644381", "idx": 4, "speaker": "agent", "start_s": 7.23, "end_s": 7.63, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178901644381", "idx": 5, "speaker": "customer", "start_s": 8.0, "end_s": 8.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178901644381", "idx": 6, "speaker": "agent", "start_s": 8.63, "end_s": 10.03, "text_en": "Uh sir, calling from JSW One MSME.", "text_native": "Uh sir, calling from JSW One MSME." }, { "ucid": "21112178901644381", "idx": 7, "speaker": "customer", "start_s": 10.4, "end_s": 11.3, "text_en": "Yes sir, tell me sir.", "text_native": "Yes sir, tell me sir." }, { "ucid": "21112178901644381", "idx": 8, "speaker": "agent", "start_s": 11.5, "end_s": 15.5, "text_en": "Uh yes sir. So basically why I've called you up is to check, do you have any sort of requirement in steel or something right now?", "text_native": "Uh yes sir. So basically why I've called you up is to check, do you have any sort of requirement in steel or something right now?" }, { "ucid": "21112178901644381", "idx": 9, "speaker": "customer", "start_s": 15.8, "end_s": 20.5, "text_en": "Yeah, yesterday I have downloaded that app and I tried for that. But our regular requirement is based at Baroda.", "text_native": "Yeah, yesterday I have downloaded that app and I tried for that. But our regular requirement is based at Baroda." }, { "ucid": "21112178901644381", "idx": 10, "speaker": "agent", "start_s": 20.5, "end_s": 20.9, "text_en": "Is that?", "text_native": "Is that?" }, { "ucid": "21112178901644381", "idx": 11, "speaker": "customer", "start_s": 21.0, "end_s": 21.8, "text_en": "Gujarat, okay.", "text_native": "Gujarat, okay." }, { "ucid": "21112178901644381", "idx": 12, "speaker": "agent", "start_s": 21.8, "end_s": 23.8, "text_en": "Yeah. And what is the requirement do you have right now?", "text_native": "Yeah. And what is the requirement do you have right now?" }, { "ucid": "21112178901644381", "idx": 13, "speaker": "customer", "start_s": 24.0, "end_s": 30.5, "text_en": "Uh, right now there is a different thickness of requirement is there. I will update you on that. But first I would like to know, uh, what is the process? Means you connect to the local dealers or you directly supply?", "text_native": "Uh, right now there is a different thickness of requirement is there. I will update you on that. But first I would like to know, uh, what is the process? Means you connect to the local dealers or you directly supply?" }, { "ucid": "21112178901644381", "idx": 14, "speaker": "agent", "start_s": 30.5, "end_s": 34.8, "text_en": "No, basically we provide you from the Ahmedabad location. We have a stockyard in Kathwada and Kanbha. We'll provide you the material from there.", "text_native": "No, basically we provide you from the Ahmedabad location. We have a stockyard in Kathwada and Kanbha. We'll provide you the material from there." }, { "ucid": "21112178901644381", "idx": 15, "speaker": "customer", "start_s": 34.9, "end_s": 36.8, "text_en": "It is through the dealer or directly from the JSW?", "text_native": "It is through the dealer or directly from the JSW?" }, { "ucid": "21112178901644381", "idx": 16, "speaker": "agent", "start_s": 36.8, "end_s": 38.2, "text_en": "No, that's directly from the JSW thing.", "text_native": "No, that's directly from the JSW thing." }, { "ucid": "21112178901644381", "idx": 17, "speaker": "customer", "start_s": 38.3, "end_s": 44.0, "text_en": "Okay, okay, okay, okay. Uh, may I get any number to whom I can contact and share the details of requirement or online application only we have?", "text_native": "Okay, okay, okay, okay. Uh, may I get any number to whom I can contact and share the details of requirement or online application only we have?" }, { "ucid": "21112178901644381", "idx": 18, "speaker": "agent", "start_s": 44.0, "end_s": 52.8, "text_en": "Actually I am only the key accounts manager of yours. So what will I do is I'll just WhatsApp you from my personal number. And you can just share me the requirements out over there. We'll accordingly, you know, share you the quotations for the thing. So I would just request you to share me your exact requirement and what do you say, complete delivery address.", "text_native": "Actually I am only the key accounts manager of yours. So what will I do is I'll just WhatsApp you from my personal number. And you can just share me the requirements out over there. We'll accordingly, you know, share you the quotations for the thing. So I would just request you to share me your exact requirement and what do you say, complete delivery address." }, { "ucid": "21112178901644381", "idx": 19, "speaker": "customer", "start_s": 52.8, "end_s": 54.5, "text_en": "All the structures, plates all are available?", "text_native": "All the structures, plates all are available?" }, { "ucid": "21112178901644381", "idx": 20, "speaker": "agent", "start_s": 54.8, "end_s": 58.5, "text_en": "So structural steel right now we do not have the material in our stockyards as it's, you know, out of stock.", "text_native": "So structural steel right now we do not have the material in our stockyards as it's, you know, out of stock." }, { "ucid": "21112178901644381", "idx": 21, "speaker": "customer", "start_s": 58.5, "end_s": 100.5, "text_en": "Something, if I have something, uh, I-beam or H-beam?", "text_native": "Something, if I have something, uh, I-beam or H-beam?" }, { "ucid": "21112178901644381", "idx": 22, "speaker": "agent", "start_s": 100.8, "end_s": 103.0, "text_en": "Yeah, but that's what I'm saying that it is currently out of stock.", "text_native": "Yeah, but that's what I'm saying ki it is currently out of stock." }, { "ucid": "21112178901644381", "idx": 23, "speaker": "customer", "start_s": 103.0, "end_s": 107.8, "text_en": "Not now, not now. My, uh, upcoming project, for I require for my upcoming projects. It would be around 200 to 200, 250 tons.", "text_native": "Not now, not now. My, uh, upcoming project, for I require for my upcoming projects. It would be around 200 to 200, 250 tons." }, { "ucid": "21112178901644381", "idx": 24, "speaker": "agent", "start_s": 107.8, "end_s": 108.2, "text_en": "Okay. So...", "text_native": "Okay. So..." }, { "ucid": "21112178901644381", "idx": 25, "speaker": "customer", "start_s": 108.2, "end_s": 108.8, "text_en": "Okay. So...", "text_native": "Okay. So..." }, { "ucid": "21112178901644381", "idx": 26, "speaker": "agent", "start_s": 109.0, "end_s": 110.5, "text_en": "Yeah, so we can roll it directly from the plant if...", "text_native": "Yeah, so we can roll it directly from the plant if..." }, { "ucid": "21112178901644381", "idx": 27, "speaker": "customer", "start_s": 110.5, "end_s": 116.8, "text_en": "Yeah, exactly, exactly, exactly. So I'll share the details. Give me, uh, one day. I'll come back to you. And please share me your number on WhatsApp so that I can contact directly to you, sir.", "text_native": "Yeah, exactly, exactly, exactly. So I'll share the details. Give me, uh, one day. I'll come back to you. And please share me your number on WhatsApp so that I can contact directly to you, sir." }, { "ucid": "21112178901644381", "idx": 28, "speaker": "agent", "start_s": 117.0, "end_s": 117.8, "text_en": "I have done that, sir.", "text_native": "I have done that, sir." }, { "ucid": "21112178901644381", "idx": 29, "speaker": "agent", "start_s": 118.0, "end_s": 119.0, "text_en": "I have done that. I have done that.", "text_native": "I have done that. I have done that." }, { "ucid": "21112178901644381", "idx": 30, "speaker": "customer", "start_s": 119.0, "end_s": 120.5, "text_en": "Thank you sir. Thank you very much sir.", "text_native": "Thank you sir. Thank you very much sir." }, { "ucid": "21112178901644381", "idx": 31, "speaker": "agent", "start_s": 120.8, "end_s": 122.2, "text_en": "Thanks a lot. Thank you.", "text_native": "Thanks a lot. Thank you." } ], "steps": [ { "ucid": "21112178901644381", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh yes sir. So basically why I've called you up is to check, do you have any sort of requirement in steel or something right now?", "comment": "Rep opened with a generic cold-call question instead of acknowledging the customer's platform activity." }, { "ucid": "21112178901644381", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Rep did not attempt to revalidate any specific fields from the platform submission; the customer deflected the general requirement question." }, { "ucid": "21112178901644381", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Rep asked no discovery questions about the customer's business, end-use, or procurement patterns." }, { "ucid": "21112178901644381", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I'll just WhatsApp you from my personal number. And you can just share me the requirements out over there. We'll accordingly, you know, share you the quotations for the thing.", "comment": "Rep could not give a price due to lack of stock/specs, but committed to a clear next step for providing a quote." }, { "ucid": "21112178901644381", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "No, basically we provide you from the Ahmedabad location. We have a stockyard in Kathwada and Kanbha. We'll provide you the material from there.", "comment": "Rep answered the customer's direct process question without adding an unnecessary sales pitch." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }