{ "ucid": "21112178901705341", "call_date": "2026-09-10", "start_time": "2026-09-10 10:40:53", "end_time": "2026-09-10 10:42:49", "duration_sec": 116, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7fd1d628b86a95c8999ce4945279af60.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 425, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901705341__DIA7fd1d628b86a95c8999ce4945279af60.mp3", "audio_bytes": 267840, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 89.28, "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.\n[4s] AGENT: Who calling from JSW One MSME team, Gulf Stream Works.\n[7s] CUSTOMER: Yes, tell me.\n[8s] AGENT: Uh sir, basically your account was registered on our portal of in the name of Nerofix Private Limited.\n[11s] CUSTOMER: Yes.\n[11s] AGENT: So, I just wanted some clarity on that. So, are we in the steel business or something?\n[14s] CUSTOMER: Actually I just logged in and created account just for the purpose of information, what all are the grades mentioned on application, what are the rates, for just that purpose. So actually I am from commercial part, just wanted to get idea of what current rates are in the market. Our suppliers are purchasing material from JSW, Tata and Posco.\n[26s] AGENT: Uh understood.\n[27s] CUSTOMER: And other local authorities also.\n[29s] AGENT: Okay, no worries.\n[30s] CUSTOMER: So actually I am from commercial part, so just wanted to know the rates. But actually on that application rates are not mentioned. After\n[35s] AGENT: Yeah, so the prices will be subject to\n[36s] CUSTOMER: only after RFQ you will get rates on it.\n[38s] AGENT: Yeah, that's right, sir.\n[40s] CUSTOMER: So do you have idea of rates, what are the rates and all?\n[41s] AGENT: It totally depends upon the quantity and the location where you want and the exact sizes of the material.\n[45s] CUSTOMER: So just I can send a RFQ on that part and just not process for orders, will it will it be okay?\n[49s] AGENT: Yeah, yeah, that's fine.\n[51s] CUSTOMER: Okay. Thank you.\n[53s] AGENT: Thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 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": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer says they are 'just looking' for information, you must still attempt discovery to understand their business and educate them on our value, instead of passively ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer explained they registered on the portal purely for information to understand current market rates for steel. The agent confirmed that prices are only available after raising an RFQ and agreed the customer could do so for informational purposes. The agent did not attempt any discovery or establish a concrete next step, and the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Who calling from JSW One MSME team, Gulf Stream Works.\", \"comment\": \"The agent identified himself and the company, fulfilling the basic intent of the step.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask for the customer's name, procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So, are we in the steel business or something?\", \"comment\": \"The agent only asked one weak question about the business type and failed to probe for quantity, brands, payment terms, or buying history.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not explain any platform benefits; he only confirmed the customer's observation that prices require an RFQ.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not ask about any current or future material requirements, nor did he attempt to schedule a specific callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The call ended without a quote, a scheduled callback, or a platform walkthrough being agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are 'just looking' for information, you must still attempt discovery to understand their business and educate them on our value, instead of passively ending the call.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"Actually I just logged in and created account just for the purpose of information, what all are the grades mentioned on application, what are the rates, for just that purpose.\", \"response\": \"Okay, no worries.\"}], \"call_summary\": \"The customer explained they registered on the portal purely for information to understand current market rates for steel. The agent confirmed that prices are only available after raising an RFQ and agreed the customer could do so for informational purposes. The agent did not attempt any discovery or establish a concrete next step, and the call ended.\"}", "error": null, "latency_ms": 32819, "input_tokens": 3082, "output_tokens": 788, "created_at": "2026-09-25 11:11:35", "sentiment": "positive", "sentiment_score": 0.329, "sentiment_confidence": "high", "pos": 14, "neg": 2, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.386, "agent_talk_sec": 17.9, "customer_talk_sec": 28.5, "dead_air_sec": 69.6, "longest_monologue_sec": 3.4, "agent_wpm": 295.0, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 2, "words_agent": 88, "words_customer": 142, "monologue_heavy": 0, "turns": [ { "ucid": "21112178901705341", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.88, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901705341", "idx": 1, "speaker": "agent", "start_s": 2.28, "end_s": 2.78, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901705341", "idx": 2, "speaker": "customer", "start_s": 3.1, "end_s": 3.46, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178901705341", "idx": 3, "speaker": "agent", "start_s": 3.88, "end_s": 6.2, "text_en": "Who calling from JSW One MSME team, Gulf Stream Works.", "text_native": "Who calling from JSW One MSME team, Gulf Stream Works." }, { "ucid": "21112178901705341", "idx": 4, "speaker": "customer", "start_s": 6.7, "end_s": 7.3, "text_en": "Yes, tell me.", "text_native": "Yes, tell me." }, { "ucid": "21112178901705341", "idx": 5, "speaker": "agent", "start_s": 7.6, "end_s": 11.0, "text_en": "Uh sir, basically your account was registered on our portal of in the name of Nerofix Private Limited.", "text_native": "Uh sir, basically your account was registered on our portal of in the name of Nerofix Private Limited." }, { "ucid": "21112178901705341", "idx": 6, "speaker": "customer", "start_s": 11.0, "end_s": 11.3, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178901705341", "idx": 7, "speaker": "agent", "start_s": 11.3, "end_s": 13.9, "text_en": "So, I just wanted some clarity on that. So, are we in the steel business or something?", "text_native": "So, I just wanted some clarity on that. So, are we in the steel business or something?" }, { "ucid": "21112178901705341", "idx": 8, "speaker": "customer", "start_s": 13.9, "end_s": 24.9, "text_en": "Actually I just logged in and created account just for the purpose of information, what all are the grades mentioned on application, what are the rates, for just that purpose. So actually I am from commercial part, just wanted to get idea of what current rates are in the market. Our suppliers are purchasing material from JSW, Tata and Posco.", "text_native": "Actually I just logged in and created account just for the purpose of information, what all are the grades mentioned on application, what are the rates, for just that purpose. So actually I am from commercial part, just wanted to get idea of what current rates are in the market. Our suppliers are purchasing material from JSW, Tata and Posco." }, { "ucid": "21112178901705341", "idx": 9, "speaker": "agent", "start_s": 25.5, "end_s": 26.7, "text_en": "Uh understood.", "text_native": "Uh understood." }, { "ucid": "21112178901705341", "idx": 10, "speaker": "customer", "start_s": 26.7, "end_s": 28.4, "text_en": "And other local authorities also.", "text_native": "And other local authorities also." }, { "ucid": "21112178901705341", "idx": 11, "speaker": "agent", "start_s": 29.3, "end_s": 30.0, "text_en": "Okay, no worries.", "text_native": "Okay, no worries." }, { "ucid": "21112178901705341", "idx": 12, "speaker": "customer", "start_s": 30.0, "end_s": 35.0, "text_en": "So actually I am from commercial part, so just wanted to know the rates. But actually on that application rates are not mentioned. After", "text_native": "So actually I am from commercial part, so just wanted to know the rates. But actually on that application rates are not mentioned. After" }, { "ucid": "21112178901705341", "idx": 13, "speaker": "agent", "start_s": 35.0, "end_s": 36.4, "text_en": "Yeah, so the prices will be subject to", "text_native": "Yeah, so the prices will be subject to" }, { "ucid": "21112178901705341", "idx": 14, "speaker": "customer", "start_s": 36.4, "end_s": 38.2, "text_en": "only after RFQ you will get rates on it.", "text_native": "only after RFQ you will get rates on it." }, { "ucid": "21112178901705341", "idx": 15, "speaker": "agent", "start_s": 38.2, "end_s": 39.1, "text_en": "Yeah, that's right, sir.", "text_native": "Yeah, that's right, sir." }, { "ucid": "21112178901705341", "idx": 16, "speaker": "customer", "start_s": 39.6, "end_s": 41.3, "text_en": "So do you have idea of rates, what are the rates and all?", "text_native": "So do you have idea of rates, what are the rates and all?" }, { "ucid": "21112178901705341", "idx": 17, "speaker": "agent", "start_s": 41.3, "end_s": 44.6, "text_en": "It totally depends upon the quantity and the location where you want and the exact sizes of the material.", "text_native": "It totally depends upon the quantity and the location where you want and the exact sizes of the material." }, { "ucid": "21112178901705341", "idx": 18, "speaker": "customer", "start_s": 45.2, "end_s": 49.0, "text_en": "So just I can send a RFQ on that part and just not process for orders, will it will it be okay?", "text_native": "So just I can send a RFQ on that part and just not process for orders, will it will it be okay?" }, { "ucid": "21112178901705341", "idx": 19, "speaker": "agent", "start_s": 49.0, "end_s": 50.0, "text_en": "Yeah, yeah, that's fine.", "text_native": "Yeah, yeah, that's fine." }, { "ucid": "21112178901705341", "idx": 20, "speaker": "customer", "start_s": 50.9, "end_s": 52.6, "text_en": "Okay. Thank you.", "text_native": "Okay. Thank you." }, { "ucid": "21112178901705341", "idx": 21, "speaker": "agent", "start_s": 52.6, "end_s": 53.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178901705341", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Who calling from JSW One MSME team, Gulf Stream Works.", "comment": "The agent identified himself and the company, fulfilling the basic intent of the step." }, { "ucid": "21112178901705341", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask for the customer's name, procurement city, decision-making role, or contact details." }, { "ucid": "21112178901705341", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So, are we in the steel business or something?", "comment": "The agent only asked one weak question about the business type and failed to probe for quantity, brands, payment terms, or buying history." }, { "ucid": "21112178901705341", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any platform benefits; he only confirmed the customer's observation that prices require an RFQ." }, { "ucid": "21112178901705341", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask about any current or future material requirements, nor did he attempt to schedule a specific callback." }, { "ucid": "21112178901705341", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a quote, a scheduled callback, or a platform walkthrough being agreed upon." } ], "objections": [ { "ucid": "21112178901705341", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "Actually I just logged in and created account just for the purpose of information, what all are the grades mentioned on application, what are the rates, for just that purpose.", "response": "Okay, no worries." } ], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }