{ "ucid": "21112178910695591", "call_date": "2026-09-11", "start_time": "2026-09-11 11:39:15", "end_time": "2026-09-11 11:41:15", "duration_sec": 120, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8a53a3dbecefddc6c4aeb7ca26fd1471.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 257, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910695591__DIA8a53a3dbecefddc6c4aeb7ca26fd1471.mp3", "audio_bytes": 315144, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 105.048, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello? (हॅलो?)\n[3s] CUSTOMER: Yes, speak. (हां बोला.)\n[4s] AGENT: Sir, greetings. I'm calling from JSW One, JSW Steel Works. (सर नमस्कार, JSW One मधून बोलतोय, JSW Steel Works.)\n[7s] CUSTOMER: Yes, speak. (हां बोला.)\n[8s] AGENT: Prashant sir, I had called you to speak regarding procurement. (प्रशांत सर, कॉल केला होता तुम्हाला procurement च्या संदर्भामध्ये बोलायच्यासाठी.)\n[11s] AGENT: So your company takes the requirement? (तर तुमची कंपनी requirement घेती?)\n[13s] CUSTOMER: Hmm. (हम्म.)\n[13s] AGENT: They are not fulfilling the requirement, it's not happening from your side. (requirement fulfill नाही करत ते, नाही होतय तुमच्याकडून.)\n[16s] CUSTOMER: Actually, we need BSK 46 only, sir. (Actually आपल्याला BSK 46 च लागतंय ना साहेब.)\n[18s] CUSTOMER: Yes, I need BSK 46 only. (हो, मला BSK 46 च लागतं.)\n[20s] AGENT: In this, sir, I'll just ask one question, I'm asking for you. Sir, what is our monthly requirement in tons? (यांच्यामध्ये सर, मी एक प्रश्न फक्त विचारतो तुमच्यासाठी विचारतोय. सर आपल्याला महिन्याचं किती टनाचं requirement असतं?)\n[23s] CUSTOMER: Twenty tons. (वीस टन.)\n[24s] AGENT: Twenty tons is fixed, right? And in what thickness majorly? (वीस टन फिक्स असतं ना? आणि काय thickness मध्ये majorly?)\n[25s] CUSTOMER: Twenty to twenty-five. (वीस ते पंचवीस.)\n[26s] AGENT: Understood. And in what thickness is it majorly required, sir? (Understood. आणि majorly काय thickness मध्ये लागतं साहेब?)\n[28s] CUSTOMER: Not five, I need it in 4.9 only, meaning in 5 mm. 4.9 to 5 mm. (पाच नाही, मला 4.9 मध्येच लागतो म्हणजे 5 mm मध्ये. 4.9 ते 5 mm.)\n[31s] AGENT: 5 mm, you need 5 mm only, majorly, right? (5 mm, 5 mm च पाहिजे ना majorly आपल्याला?)\n[33s] CUSTOMER: Yes, yes, majorly. (हो, हा majorly.)\n[34s] AGENT: What I'll do is, I'll first check this in my entire pan-India stockyard. Wherever BSK 46 is available, 5 by 1500 or 1250 which is the standard, I will call you back later and tell you the deliverable quantity. Then we (मी काय करतो, मी यांना पहिला माझ्या संपूर्ण pan-India च्या stockyard मध्ये चेक करतो. कुठे BSK 46 असेल, 5 by 1500 या 1250 चं जे standard असतं, तुम्हाला नंतर मी परत एकदा कॉल करून तुम्हाला deliverable quantity सांगून देतो. नंतर आपण)\n[42s] CUSTOMER: Tell me the quantity. (मला quantity सांगा.)\n[42s] CUSTOMER: I need it monthly. If you keep the stock, I need twenty-five tons of material every month. I lift that material in two stages. (मला महिन्याला लागतो. तुम्ही जर ठेवला stock, दर महिन्याला मला पंचवीस टन माल लागतो. मी तो दोन stage मध्ये माल उचलतो.)\n[46s] CUSTOMER: Meaning, I'll tell you. Twelve and a half, meaning twelve, twelve, fifteen tons once, ten tons once. (म्हणजे मी सांगतो तुम्हाला. साडे बारा म्हणजे बारा, बारा, पंधरा टन एकदा, दहा टन एकदा.)\n[49s] AGENT: Correct. (बरोबर.)\n[49s] CUSTOMER: Yes, correct. In two such lots, that's how it is. That's what I do. My payment is immediate. (हां बरोबर. असे दोन lot मध्ये, असं आहे. तेच करतो मी. माझं payment immediate राहतं.)\n[52s] AGENT: Understood. And five (Understood. आणि पाच)\n[53s] CUSTOMER: Once I receive it, my (मला आलं की माझं)\n[54s] AGENT: Yes, yes. Speak, sir, you were speaking, sorry. (हां हां. बोला ना साहेब, तुम्ही बोलता तर sorry.)\n[55s] CUSTOMER: And my size is only 1250 by 2760. For cutting, I give 2760. (आणि माझी size 1250 by 2760 असते फक्त. cutting ला 2760 देतो मी.)\n[58s] AGENT: 2760. Standard. Yes, 2760. Okay. Will do, sir. Just give me one hour's time. I'll search where it can be found in our stockyard. (2760. Standard. हां 2760. Okay. चालेल सर. मला जस्ट तुम्ही एक तासाचा time द्या. मी शोधतो कुठे भेटू शकतो आपल्या stockyard मध्ये.)\n[62s] CUSTOMER: Tell me tomorrow. If it's there, take it immediately. I need it now as well. (उद्या मला सांगा. असेल तर तुम्ही लगेच घ्या. आता पण लागणार आहे मला.)\n[64s] AGENT: 100% sir. I'll call back right now. (100% सर. आत्ताच करतो call back.)\n[66s] CUSTOMER: Yes. (हां.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 33, "connected": 1, "audio_notes": "clear: There is some minor background chatter but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "33 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You allowed the customer to take control, causing you to miss the opener, hook, and discovery. Practice guiding the call through the first three script steps to establish control and gather full context.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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": "unknown", "quality_flags_total": 0, "supply_flag": "not_in_stockyard", "supply_details": "Customer requires BSK 46 grade in 5mm thickness, which the agent confirmed was not a standard stock item and required a pan-India stock search.", "customer_req_date": "immediate", "agent_committed_date": "immediate", "call_summary": "The customer stated an immediate and recurring monthly requirement of 20-25 tons of BSK 46 grade steel. The agent skipped the standard pitch, captured the specific material requirements, and committed to checking pan-India stockyard availability for a call-back. The logged disposition of 'No_requirement' is incorrect.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent greeted and identified himself but did not ask for permission to speak, instead jumping directly into questions.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook; the customer immediately took control by stating their specific requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"सर आपल्याला महिन्याचं किती टनाचं requirement असतं?\", \"comment\": \"The agent only asked about the monthly tonnage and missed the other 5 key discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation focused entirely on sourcing the specific material requested by the customer.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Understood. आणि majorly काय thickness मध्ये लागतं साहेब?\", \"comment\": \"The agent successfully captured the customer's specific requirement including grade (BSK 46), thickness (5mm), width (1250), and quantity (25 tons).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"100% सर. आत्ताच करतो call back.\", \"comment\": \"The agent committed to a clear and immediate next step of checking stock and calling back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer to take control, causing you to miss the opener, hook, and discovery. Practice guiding the call through the first three script steps to establish control and gather full context.\", \"segment_detected\": \"manufacturing\", \"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\": \"unknown\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Customer requires BSK 46 grade in 5mm thickness, which the agent confirmed was not a standard stock item and required a pan-India stock search.\", \"customer_req_date\": \"immediate\", \"agent_committed_date\": \"immediate\", \"objections\": [], \"call_summary\": \"The customer stated an immediate and recurring monthly requirement of 20-25 tons of BSK 46 grade steel. The agent skipped the standard pitch, captured the specific material requirements, and committed to checking pan-India stockyard availability for a call-back. The logged disposition of 'No_requirement' is incorrect.\"}", "error": null, "latency_ms": 46710, "input_tokens": 3904, "output_tokens": 790, "created_at": "2026-09-25 23:02:07", "sentiment": "neutral", "sentiment_score": -0.045, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.574, "agent_talk_sec": 34.2, "customer_talk_sec": 25.4, "dead_air_sec": 60.4, "longest_monologue_sec": 7.9, "agent_wpm": 303.5, "interruptions": 0, "agent_turns": 15, "customer_turns": 18, "discovery_qs": 7, "words_agent": 173, "words_customer": 144, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910695591", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 1.88, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178910695591", "idx": 1, "speaker": "agent", "start_s": 2.3, "end_s": 2.67, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178910695591", "idx": 2, "speaker": "customer", "start_s": 2.97, "end_s": 3.4, "text_en": "Yes, speak.", "text_native": "हां बोला." }, { "ucid": "21112178910695591", "idx": 3, "speaker": "agent", "start_s": 3.6, "end_s": 6.2, "text_en": "Sir, greetings. I'm calling from JSW One, JSW Steel Works.", "text_native": "सर नमस्कार, JSW One मधून बोलतोय, JSW Steel Works." }, { "ucid": "21112178910695591", "idx": 4, "speaker": "customer", "start_s": 6.57, "end_s": 6.97, "text_en": "Yes, speak.", "text_native": "हां बोला." }, { "ucid": "21112178910695591", "idx": 5, "speaker": "agent", "start_s": 7.6, "end_s": 10.5, "text_en": "Prashant sir, I had called you to speak regarding procurement.", "text_native": "प्रशांत सर, कॉल केला होता तुम्हाला procurement च्या संदर्भामध्ये बोलायच्यासाठी." }, { "ucid": "21112178910695591", "idx": 6, "speaker": "agent", "start_s": 10.87, "end_s": 12.2, "text_en": "So your company takes the requirement?", "text_native": "तर तुमची कंपनी requirement घेती?" }, { "ucid": "21112178910695591", "idx": 7, "speaker": "customer", "start_s": 12.57, "end_s": 12.87, "text_en": "Hmm.", "text_native": "हम्म." }, { "ucid": "21112178910695591", "idx": 8, "speaker": "agent", "start_s": 13.0, "end_s": 15.1, "text_en": "They are not fulfilling the requirement, it's not happening from your side.", "text_native": "requirement fulfill नाही करत ते, नाही होतय तुमच्याकडून." }, { "ucid": "21112178910695591", "idx": 9, "speaker": "customer", "start_s": 15.5, "end_s": 17.5, "text_en": "Actually, we need BSK 46 only, sir.", "text_native": "Actually आपल्याला BSK 46 च लागतंय ना साहेब." }, { "ucid": "21112178910695591", "idx": 10, "speaker": "customer", "start_s": 17.7, "end_s": 19.2, "text_en": "Yes, I need BSK 46 only.", "text_native": "हो, मला BSK 46 च लागतं." }, { "ucid": "21112178910695591", "idx": 11, "speaker": "agent", "start_s": 19.5, "end_s": 22.8, "text_en": "In this, sir, I'll just ask one question, I'm asking for you. Sir, what is our monthly requirement in tons?", "text_native": "यांच्यामध्ये सर, मी एक प्रश्न फक्त विचारतो तुमच्यासाठी विचारतोय. सर आपल्याला महिन्याचं किती टनाचं requirement असतं?" }, { "ucid": "21112178910695591", "idx": 12, "speaker": "customer", "start_s": 22.8, "end_s": 23.4, "text_en": "Twenty tons.", "text_native": "वीस टन." }, { "ucid": "21112178910695591", "idx": 13, "speaker": "agent", "start_s": 23.6, "end_s": 25.2, "text_en": "Twenty tons is fixed, right? And in what thickness majorly?", "text_native": "वीस टन फिक्स असतं ना? आणि काय thickness मध्ये majorly?" }, { "ucid": "21112178910695591", "idx": 14, "speaker": "customer", "start_s": 25.2, "end_s": 25.9, "text_en": "Twenty to twenty-five.", "text_native": "वीस ते पंचवीस." }, { "ucid": "21112178910695591", "idx": 15, "speaker": "agent", "start_s": 26.0, "end_s": 28.0, "text_en": "Understood. And in what thickness is it majorly required, sir?", "text_native": "Understood. आणि majorly काय thickness मध्ये लागतं साहेब?" }, { "ucid": "21112178910695591", "idx": 16, "speaker": "customer", "start_s": 28.0, "end_s": 30.8, "text_en": "Not five, I need it in 4.9 only, meaning in 5 mm. 4.9 to 5 mm.", "text_native": "पाच नाही, मला 4.9 मध्येच लागतो म्हणजे 5 mm मध्ये. 4.9 ते 5 mm." }, { "ucid": "21112178910695591", "idx": 17, "speaker": "agent", "start_s": 30.8, "end_s": 32.8, "text_en": "5 mm, you need 5 mm only, majorly, right?", "text_native": "5 mm, 5 mm च पाहिजे ना majorly आपल्याला?" }, { "ucid": "21112178910695591", "idx": 18, "speaker": "customer", "start_s": 32.8, "end_s": 33.6, "text_en": "Yes, yes, majorly.", "text_native": "हो, हा majorly." }, { "ucid": "21112178910695591", "idx": 19, "speaker": "agent", "start_s": 33.6, "end_s": 41.5, "text_en": "What I'll do is, I'll first check this in my entire pan-India stockyard. Wherever BSK 46 is available, 5 by 1500 or 1250 which is the standard, I will call you back later and tell you the deliverable quantity. Then we", "text_native": "मी काय करतो, मी यांना पहिला माझ्या संपूर्ण pan-India च्या stockyard मध्ये चेक करतो. कुठे BSK 46 असेल, 5 by 1500 या 1250 चं जे standard असतं, तुम्हाला नंतर मी परत एकदा कॉल करून तुम्हाला deliverable quantity सांगून देतो. नंतर आपण" }, { "ucid": "21112178910695591", "idx": 20, "speaker": "customer", "start_s": 41.5, "end_s": 42.2, "text_en": "Tell me the quantity.", "text_native": "मला quantity सांगा." }, { "ucid": "21112178910695591", "idx": 21, "speaker": "customer", "start_s": 42.5, "end_s": 46.0, "text_en": "I need it monthly. If you keep the stock, I need twenty-five tons of material every month. I lift that material in two stages.", "text_native": "मला महिन्याला लागतो. तुम्ही जर ठेवला stock, दर महिन्याला मला पंचवीस टन माल लागतो. मी तो दोन stage मध्ये माल उचलतो." }, { "ucid": "21112178910695591", "idx": 22, "speaker": "customer", "start_s": 46.3, "end_s": 49.0, "text_en": "Meaning, I'll tell you. Twelve and a half, meaning twelve, twelve, fifteen tons once, ten tons once.", "text_native": "म्हणजे मी सांगतो तुम्हाला. साडे बारा म्हणजे बारा, बारा, पंधरा टन एकदा, दहा टन एकदा." }, { "ucid": "21112178910695591", "idx": 23, "speaker": "agent", "start_s": 49.0, "end_s": 49.3, "text_en": "Correct.", "text_native": "बरोबर." }, { "ucid": "21112178910695591", "idx": 24, "speaker": "customer", "start_s": 49.3, "end_s": 51.8, "text_en": "Yes, correct. In two such lots, that's how it is. That's what I do. My payment is immediate.", "text_native": "हां बरोबर. असे दोन lot मध्ये, असं आहे. तेच करतो मी. माझं payment immediate राहतं." }, { "ucid": "21112178910695591", "idx": 25, "speaker": "agent", "start_s": 51.8, "end_s": 52.6, "text_en": "Understood. And five", "text_native": "Understood. आणि पाच" }, { "ucid": "21112178910695591", "idx": 26, "speaker": "customer", "start_s": 52.6, "end_s": 53.4, "text_en": "Once I receive it, my", "text_native": "मला आलं की माझं" }, { "ucid": "21112178910695591", "idx": 27, "speaker": "agent", "start_s": 53.7, "end_s": 54.9, "text_en": "Yes, yes. Speak, sir, you were speaking, sorry.", "text_native": "हां हां. बोला ना साहेब, तुम्ही बोलता तर sorry." }, { "ucid": "21112178910695591", "idx": 28, "speaker": "customer", "start_s": 54.9, "end_s": 57.8, "text_en": "And my size is only 1250 by 2760. For cutting, I give 2760.", "text_native": "आणि माझी size 1250 by 2760 असते फक्त. cutting ला 2760 देतो मी." }, { "ucid": "21112178910695591", "idx": 29, "speaker": "agent", "start_s": 57.8, "end_s": 62.0, "text_en": "2760. Standard. Yes, 2760. Okay. Will do, sir. Just give me one hour's time. I'll search where it can be found in our stockyard.", "text_native": "2760. Standard. हां 2760. Okay. चालेल सर. मला जस्ट तुम्ही एक तासाचा time द्या. मी शोधतो कुठे भेटू शकतो आपल्या stockyard मध्ये." }, { "ucid": "21112178910695591", "idx": 30, "speaker": "customer", "start_s": 62.0, "end_s": 64.2, "text_en": "Tell me tomorrow. If it's there, take it immediately. I need it now as well.", "text_native": "उद्या मला सांगा. असेल तर तुम्ही लगेच घ्या. आता पण लागणार आहे मला." }, { "ucid": "21112178910695591", "idx": 31, "speaker": "agent", "start_s": 64.2, "end_s": 65.8, "text_en": "100% sir. I'll call back right now.", "text_native": "100% सर. आत्ताच करतो call back." }, { "ucid": "21112178910695591", "idx": 32, "speaker": "customer", "start_s": 66.4, "end_s": 66.6, "text_en": "Yes.", "text_native": "हां." } ], "steps": [ { "ucid": "21112178910695591", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent greeted and identified himself but did not ask for permission to speak, instead jumping directly into questions." }, { "ucid": "21112178910695591", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not deliver a hook; the customer immediately took control by stating their specific requirement." }, { "ucid": "21112178910695591", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "सर आपल्याला महिन्याचं किती टनाचं requirement असतं?", "comment": "The agent only asked about the monthly tonnage and missed the other 5 key discovery questions." }, { "ucid": "21112178910695591", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched; the conversation focused entirely on sourcing the specific material requested by the customer." }, { "ucid": "21112178910695591", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Understood. आणि majorly काय thickness मध्ये लागतं साहेब?", "comment": "The agent successfully captured the customer's specific requirement including grade (BSK 46), thickness (5mm), width (1250), and quantity (25 tons)." }, { "ucid": "21112178910695591", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "100% सर. आत्ताच करतो call back.", "comment": "The agent committed to a clear and immediate next step of checking stock and calling back." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }