{ "ucid": "21112178910405331", "call_date": "2026-09-11", "start_time": "2026-09-11 10:50:53", "end_time": "2026-09-11 10:54:37", "duration_sec": 224, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Call_back_later", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe75e0a6316a74e5f1b0eb0e0707f2950.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 271, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910405331__DIAe75e0a6316a74e5f1b0eb0e0707f2950.mp3", "audio_bytes": 563112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 187.704, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Yeah good good morning sir. Konak Mehta here from JSW One. Uh you have inquired regarding this uh material procurement you're planning in MS steels?\n[9s] CUSTOMER: Ah yeah yeah. You are you are calling from which section sir?\n[11s] AGENT: I'm calling from JSW Steels sir. JSW Steels sections.\n[14s] CUSTOMER: Yeah yeah. JSW there are two no? We because we were confused about um they said Coloron, Silveron and all is one section and the other section gives Radiance and other things.\n[21s] AGENT: So see like JSW One is a B2B marketplace where you can get any kind of products, okay, with with multiple brands, okay? JSW is the highest priority. You will be getting PPGL products, HR, CR, PPGI, coil, sheets, anything.\n[30s] CUSTOMER: So we just had a concern because there are too many product range and we just wanted to know what the difference is between the product ranges. If you could explain that, it would be better because our project requires about close to 150 tons to 200 tons worth of color coated sheets.\n[39s] AGENT: So like only color coated sheets?\n[40s] CUSTOMER: Only color coated sheets.\n[41s] AGENT: So depend upon the end application sir. So you are into manufacturing or trading?\n[43s] CUSTOMER: It's for a factory building, yeah yeah. It's a factory building.\n[45s] AGENT: So you will be the end user basically.\n[46s] CUSTOMER: Yeah yeah yeah. Yeah. So what we are going to do, we are going to buy the raw material. We have a fabricator who's going to fabricate it and it's going to give it to us.\n[52s] AGENT: Okay. So you will be so do you want in sheets or do you want in coil?\n[54s] CUSTOMER: Coils, coils. Preferably coils.\n[56s] AGENT: Okay. So and which product? Because Coloron Plus, okay, Pragati Pragati Plus PPGL, so these are the most demanding products and we can cater it out early.\n[62s] CUSTOMER: No, so no, I just wanted to know what the difference between Coloron Plus, Radiance, uh these two actually. And there's one more called uh there's one more variant also, right? So just wanted to know the difference between these three.\n[68s] AGENT: So generally we deal in most of the time like Indradhanush was our earlier brand, so we have discontinued that. Some distributors might have but\n[72s] CUSTOMER: What what have you discontinued?\n[74s] AGENT: Indradhanush.\n[75s] CUSTOMER: Okay. No no no, I'm not asking about that. I'm asking about the difference between Coloron Plus, Everglow and Radiance.\n[80s] AGENT: Just a minute huh.\n[81s] CUSTOMER: Hm.\n[86s] AGENT: So sir the between the difference between is basically the coatings. So like the GSA coating is there.\n[89s] CUSTOMER: One second. One second, one second.\n[103s] CUSTOMER: Sir, I will call you back in five minutes, is that okay?\n[105s] AGENT: Okay, I'll give up a call.\n[106s] CUSTOMER: Yeah, sure. Thanks.", "language": "English", "languages": "[\"English\"]", "turn_count": 30, "connected": 1, "audio_notes": "noisy: Significant background office noise on the agent's side, but the main speakers are mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "30 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer asks a specific technical question early, first complete your basic discovery (name, company, city) to establish context before diving into product details.", "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, who is building a factory, inquired about the differences between various JSW color-coated products for a large 150-200 MT requirement. The agent failed to conduct proper discovery and was unable to answer the customer's technical questions before the customer had to end the call, promising to call back in five minutes.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah good good morning sir. Konak Mehta here from JSW One.\", \"comment\": \"Agent provided a standard, professional opening that referenced the customer's inquiry.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So you are into manufacturing or trading?\", \"comment\": \"Agent only verified the customer's role in procurement, failing to ask for name, company, or location.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 3, \"evidence\": \"So you are into manufacturing or trading?\", \"comment\": \"Agent only covered business type/end-use and quantity (which the customer volunteered), missing the majority of discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent's explanation of the platform was generic and did not include key value propositions like transparent pricing, test certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So you will be so do you want in sheets or do you want in coil?\", \"comment\": \"Agent correctly identified the customer's stated requirement and began clarifying the specifications.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague callback initiated by the customer; the agent did not secure a specific, confirmed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks a specific technical question early, first complete your basic discovery (name, company, city) to establish context before diving into product details.\", \"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, who is building a factory, inquired about the differences between various JSW color-coated products for a large 150-200 MT requirement. The agent failed to conduct proper discovery and was unable to answer the customer's technical questions before the customer had to end the call, promising to call back in five minutes.\"}", "error": null, "latency_ms": 42964, "input_tokens": 3464, "output_tokens": 750, "created_at": "2026-09-25 11:04:29", "sentiment": "positive", "sentiment_score": 0.218, "sentiment_confidence": "high", "pos": 11, "neg": 6, "lex_hits": 22, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.473, "agent_talk_sec": 39.6, "customer_talk_sec": 44.1, "dead_air_sec": 140.3, "longest_monologue_sec": 9.1, "agent_wpm": 304.5, "interruptions": 0, "agent_turns": 14, "customer_turns": 16, "discovery_qs": 6, "words_agent": 201, "words_customer": 242, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910405331", "idx": 0, "speaker": "customer", "start_s": 0.48, "end_s": 0.9, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178910405331", "idx": 1, "speaker": "agent", "start_s": 1.43, "end_s": 1.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178910405331", "idx": 2, "speaker": "customer", "start_s": 2.18, "end_s": 2.53, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178910405331", "idx": 3, "speaker": "agent", "start_s": 2.8, "end_s": 8.5, "text_en": "Yeah good good morning sir. Konak Mehta here from JSW One. Uh you have inquired regarding this uh material procurement you're planning in MS steels?", "text_native": "Yeah good good morning sir. Konak Mehta here from JSW One. Uh you have inquired regarding this uh material procurement you're planning in MS steels?" }, { "ucid": "21112178910405331", "idx": 4, "speaker": "customer", "start_s": 9.0, "end_s": 11.0, "text_en": "Ah yeah yeah. You are you are calling from which section sir?", "text_native": "Ah yeah yeah. You are you are calling from which section sir?" }, { "ucid": "21112178910405331", "idx": 5, "speaker": "agent", "start_s": 11.4, "end_s": 13.8, "text_en": "I'm calling from JSW Steels sir. JSW Steels sections.", "text_native": "I'm calling from JSW Steels sir. JSW Steels sections." }, { "ucid": "21112178910405331", "idx": 6, "speaker": "customer", "start_s": 14.1, "end_s": 21.0, "text_en": "Yeah yeah. JSW there are two no? We because we were confused about um they said Coloron, Silveron and all is one section and the other section gives Radiance and other things.", "text_native": "Yeah yeah. JSW there are two no? We because we were confused about um they said Coloron, Silveron and all is one section and the other section gives Radiance and other things." }, { "ucid": "21112178910405331", "idx": 7, "speaker": "agent", "start_s": 21.4, "end_s": 30.5, "text_en": "So see like JSW One is a B2B marketplace where you can get any kind of products, okay, with with multiple brands, okay? JSW is the highest priority. You will be getting PPGL products, HR, CR, PPGI, coil, sheets, anything.", "text_native": "So see like JSW One is a B2B marketplace where you can get any kind of products, okay, with with multiple brands, okay? JSW is the highest priority. You will be getting PPGL products, HR, CR, PPGI, coil, sheets, anything." }, { "ucid": "21112178910405331", "idx": 8, "speaker": "customer", "start_s": 30.5, "end_s": 39.0, "text_en": "So we just had a concern because there are too many product range and we just wanted to know what the difference is between the product ranges. If you could explain that, it would be better because our project requires about close to 150 tons to 200 tons worth of color coated sheets.", "text_native": "So we just had a concern because there are too many product range and we just wanted to know what the difference is between the product ranges. If you could explain that, it would be better because our project requires about close to 150 tons to 200 tons worth of color coated sheets." }, { "ucid": "21112178910405331", "idx": 9, "speaker": "agent", "start_s": 39.0, "end_s": 40.0, "text_en": "So like only color coated sheets?", "text_native": "So like only color coated sheets?" }, { "ucid": "21112178910405331", "idx": 10, "speaker": "customer", "start_s": 40.0, "end_s": 40.8, "text_en": "Only color coated sheets.", "text_native": "Only color coated sheets." }, { "ucid": "21112178910405331", "idx": 11, "speaker": "agent", "start_s": 41.0, "end_s": 43.2, "text_en": "So depend upon the end application sir. So you are into manufacturing or trading?", "text_native": "So depend upon the end application sir. So you are into manufacturing or trading?" }, { "ucid": "21112178910405331", "idx": 12, "speaker": "customer", "start_s": 43.2, "end_s": 45.0, "text_en": "It's for a factory building, yeah yeah. It's a factory building.", "text_native": "It's for a factory building, yeah yeah. It's a factory building." }, { "ucid": "21112178910405331", "idx": 13, "speaker": "agent", "start_s": 45.2, "end_s": 46.5, "text_en": "So you will be the end user basically.", "text_native": "So you will be the end user basically." }, { "ucid": "21112178910405331", "idx": 14, "speaker": "customer", "start_s": 46.5, "end_s": 51.8, "text_en": "Yeah yeah yeah. Yeah. So what we are going to do, we are going to buy the raw material. We have a fabricator who's going to fabricate it and it's going to give it to us.", "text_native": "Yeah yeah yeah. Yeah. So what we are going to do, we are going to buy the raw material. We have a fabricator who's going to fabricate it and it's going to give it to us." }, { "ucid": "21112178910405331", "idx": 15, "speaker": "agent", "start_s": 51.8, "end_s": 54.2, "text_en": "Okay. So you will be so do you want in sheets or do you want in coil?", "text_native": "Okay. So you will be so do you want in sheets or do you want in coil?" }, { "ucid": "21112178910405331", "idx": 16, "speaker": "customer", "start_s": 54.2, "end_s": 56.0, "text_en": "Coils, coils. Preferably coils.", "text_native": "Coils, coils. Preferably coils." }, { "ucid": "21112178910405331", "idx": 17, "speaker": "agent", "start_s": 56.5, "end_s": 61.5, "text_en": "Okay. So and which product? Because Coloron Plus, okay, Pragati Pragati Plus PPGL, so these are the most demanding products and we can cater it out early.", "text_native": "Okay. So and which product? Because Coloron Plus, okay, Pragati Pragati Plus PPGL, so these are the most demanding products and we can cater it out early." }, { "ucid": "21112178910405331", "idx": 18, "speaker": "customer", "start_s": 61.5, "end_s": 67.8, "text_en": "No, so no, I just wanted to know what the difference between Coloron Plus, Radiance, uh these two actually. And there's one more called uh there's one more variant also, right? So just wanted to know the difference between these three.", "text_native": "No, so no, I just wanted to know what the difference between Coloron Plus, Radiance, uh these two actually. And there's one more called uh there's one more variant also, right? So just wanted to know the difference between these three." }, { "ucid": "21112178910405331", "idx": 19, "speaker": "agent", "start_s": 68.0, "end_s": 72.2, "text_en": "So generally we deal in most of the time like Indradhanush was our earlier brand, so we have discontinued that. Some distributors might have but", "text_native": "So generally we deal in most of the time like Indradhanush was our earlier brand, so we have discontinued that. Some distributors might have but" }, { "ucid": "21112178910405331", "idx": 20, "speaker": "customer", "start_s": 72.2, "end_s": 73.2, "text_en": "What what have you discontinued?", "text_native": "What what have you discontinued?" }, { "ucid": "21112178910405331", "idx": 21, "speaker": "agent", "start_s": 73.5, "end_s": 74.5, "text_en": "Indradhanush.", "text_native": "Indradhanush." }, { "ucid": "21112178910405331", "idx": 22, "speaker": "customer", "start_s": 74.8, "end_s": 79.0, "text_en": "Okay. No no no, I'm not asking about that. I'm asking about the difference between Coloron Plus, Everglow and Radiance.", "text_native": "Okay. No no no, I'm not asking about that. I'm asking about the difference between Coloron Plus, Everglow and Radiance." }, { "ucid": "21112178910405331", "idx": 23, "speaker": "agent", "start_s": 79.8, "end_s": 80.5, "text_en": "Just a minute huh.", "text_native": "Just a minute huh." }, { "ucid": "21112178910405331", "idx": 24, "speaker": "customer", "start_s": 81.2, "end_s": 81.6, "text_en": "Hm.", "text_native": "Hm." }, { "ucid": "21112178910405331", "idx": 25, "speaker": "agent", "start_s": 86.0, "end_s": 89.2, "text_en": "So sir the between the difference between is basically the coatings. So like the GSA coating is there.", "text_native": "So sir the between the difference between is basically the coatings. So like the GSA coating is there." }, { "ucid": "21112178910405331", "idx": 26, "speaker": "customer", "start_s": 89.2, "end_s": 90.5, "text_en": "One second. One second, one second.", "text_native": "One second. One second, one second." }, { "ucid": "21112178910405331", "idx": 27, "speaker": "customer", "start_s": 103.0, "end_s": 105.0, "text_en": "Sir, I will call you back in five minutes, is that okay?", "text_native": "Sir, I will call you back in five minutes, is that okay?" }, { "ucid": "21112178910405331", "idx": 28, "speaker": "agent", "start_s": 105.2, "end_s": 106.2, "text_en": "Okay, I'll give up a call.", "text_native": "Okay, I'll give up a call." }, { "ucid": "21112178910405331", "idx": 29, "speaker": "customer", "start_s": 106.5, "end_s": 107.5, "text_en": "Yeah, sure. Thanks.", "text_native": "Yeah, sure. Thanks." } ], "steps": [ { "ucid": "21112178910405331", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yeah good good morning sir. Konak Mehta here from JSW One.", "comment": "Agent provided a standard, professional opening that referenced the customer's inquiry." }, { "ucid": "21112178910405331", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So you are into manufacturing or trading?", "comment": "Agent only verified the customer's role in procurement, failing to ask for name, company, or location." }, { "ucid": "21112178910405331", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 3, "evidence": "So you are into manufacturing or trading?", "comment": "Agent only covered business type/end-use and quantity (which the customer volunteered), missing the majority of discovery questions." }, { "ucid": "21112178910405331", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent's explanation of the platform was generic and did not include key value propositions like transparent pricing, test certificates, or stockyard availability." }, { "ucid": "21112178910405331", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So you will be so do you want in sheets or do you want in coil?", "comment": "Agent correctly identified the customer's stated requirement and began clarifying the specifications." }, { "ucid": "21112178910405331", "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 with a vague callback initiated by the customer; the agent did not secure a specific, confirmed next step." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }