{ "ucid": "21112178911123981", "call_date": "2026-09-11", "start_time": "2026-09-11 12:50:39", "end_time": "2026-09-11 12:53:59", "duration_sec": 200, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA745263cd734f5a52c8f314402e5fd0ff.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 232, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911123981__DIA745263cd734f5a52c8f314402e5fd0ff.mp3", "audio_bytes": 535464, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 178.488, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[4s] AGENT: Yes, ma'am.\n[5s] CUSTOMER: Yes, sir. (Ha, sir.)\n[6s] AGENT: Uh sir, this is Soumya from JSW One platform.\n[9s] CUSTOMER: Yeah. Uh yes, Soumya, tell me.\n[12s] AGENT: Sir, I was trying to reach out to you for one thing, first is to understand whether you buy JSW HRCR materials, that's the first thing.\n[17s] CUSTOMER: Uh, yes, we are purchasing.\n[20s] AGENT: Correct. So are you directly associated with the company or are you buying through a certain channel? I am from the company. I am based out of Bangalore office.\n[25s] CUSTOMER: Okay, we are buying from other suppliers, like uh other dealers in the market. Yeah, yeah, dealers, yeah.\n[30s] AGENT: Okay, okay. So what material do you buy, sir?\n[33s] CUSTOMER: Uh madam, sheets, 8 by 4 sheets, HR, CR, GI. Uh these type of sheets we are buying. Like thickness will be 1 mm, 1.2, 1.6 mm, 0.8 mm thickness. So like that we are buying. 0.8 also.\n[43s] AGENT: Okay, okay. HR and CR both?\n[45s] CUSTOMER: Yes, yes, HR, CR.\n[46s] AGENT: What is the end use, sir? What are you, what are you manufacturing, I'm sorry?\n[48s] CUSTOMER: We are manufacturing that storage racks, industrial racks.\n[51s] AGENT: Storage, industrial racks.\n[52s] CUSTOMER: Yeah, industrial racks, yeah, yeah.\n[53s] AGENT: Okay. Okay.\n[55s] CUSTOMER: Yes.\n[56s] AGENT: Hmm.\n[58s] CUSTOMER: Yeah, what is the rate will be there today? GI rate per kg?\n[62s] AGENT: Today GI rate per kg, I'll have to find out, sir, because the rates were given, those are older ones. So if you give me the dimensions, I will take those details and the prices as early as possible. So what is the volume that you need every month?\n[70s] CUSTOMER: Every month up to, um, 15 to, uh, 15 to 20 tons every month.\n[76s] AGENT: 15 to 20 ton. Okay, okay. Wonderful.\n[79s] CUSTOMER: Okay.\n[79s] AGENT: Okay, great. So is this the number 9844785956? That's the number?\n[83s] CUSTOMER: Yes, yeah, yeah.\n[84s] AGENT: I'll send you a WhatsApp communication here, sir. Kindly share the material requirement details here. Where, which part of Bangalore are you located in?\n[89s] CUSTOMER: Uh, in Bangalore, Peenya.\n[91s] AGENT: Peenya, okay, okay. Yes, yes. Peenya industrial area.\n[93s] CUSTOMER: Hmm hmm. Okay, okay, okay, okay. Yeah.\n[96s] AGENT: Right, sir. Let me send out a communication to you. Then once you share details, I will give you the quote.\n[99s] CUSTOMER: Okay, okay, okay, okay, okay, okay.\n[101s] AGENT: Right, sir. This is my contact number. I mean, there is a number that is appearing on your screen, that's our IVR. If you dial the same number, you will be able to connect with me. In the meantime, I'll also send my business card to you on the number that you've given us.\n[109s] CUSTOMER: Okay, okay, send it to me.\n[110s] AGENT: Right, sir. Thank you. Thank you so much.\n[112s] CUSTOMER: Okay, thank you.\n[113s] AGENT: Wonderful.\n[113s] CUSTOMER: Okay, okay, okay, okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 41, "connected": 1, "audio_notes": "clear: The audio is clear with no significant background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "41 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "You missed the hook (SL2) and USP pitch (SL4). After opening, always state a clear benefit (the hook) to earn the right to ask discovery questions.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a manufacturer of industrial racks in Bangalore, requires 15-20 MT of HR, CR, and GI sheets monthly. The agent established contact, performed partial discovery, and set a next step to provide a quote via WhatsApp after the customer shares specific requirements. The call ended with the customer interested in receiving a quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"this is Soumya from JSW One platform.\", \"comment\": \"Agent introduced self and company; customer's response 'yes, Soumya, tell me' granted implicit permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook, instead moving directly into discovery questions.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"What are you, what are you manufacturing, I'm sorry?\", \"comment\": \"Agent hit 4/6 questions (mfg, end use, tonnage, supplier type) but missed JSW% and payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation moved from discovery to qualification.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not capture specific requirement details (grade, exact qty, date) on the call, deferring to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Let me send out a communication to you. Then once you share details, I will give you the quote.\", \"comment\": \"Agent set a clear next step of sending a quote after the customer provides details via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the hook (SL2) and USP pitch (SL4). After opening, always state a clear benefit (the hook) to earn the right to ask discovery questions.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer of industrial racks in Bangalore, requires 15-20 MT of HR, CR, and GI sheets monthly. The agent established contact, performed partial discovery, and set a next step to provide a quote via WhatsApp after the customer shares specific requirements. The call ended with the customer interested in receiving a quote.\"}", "error": null, "latency_ms": 45260, "input_tokens": 3566, "output_tokens": 745, "created_at": "2026-09-25 11:02:02", "sentiment": "positive", "sentiment_score": 0.823, "sentiment_confidence": "high", "pos": 30, "neg": 0, "lex_hits": 42, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.564, "agent_talk_sec": 54.5, "customer_talk_sec": 42.1, "dead_air_sec": 103.4, "longest_monologue_sec": 7.8, "agent_wpm": 314.9, "interruptions": 0, "agent_turns": 20, "customer_turns": 21, "discovery_qs": 9, "words_agent": 286, "words_customer": 154, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911123981", "idx": 0, "speaker": "customer", "start_s": 0.77, "end_s": 1.37, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178911123981", "idx": 1, "speaker": "agent", "start_s": 2.5, "end_s": 2.9, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911123981", "idx": 2, "speaker": "customer", "start_s": 3.87, "end_s": 4.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911123981", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 4.77, "text_en": "Yes, ma'am.", "text_native": "Yes, ma'am." }, { "ucid": "21112178911123981", "idx": 4, "speaker": "customer", "start_s": 4.77, "end_s": 5.17, "text_en": "Yes, sir.", "text_native": "Ha, sir." }, { "ucid": "21112178911123981", "idx": 5, "speaker": "agent", "start_s": 6.27, "end_s": 8.5, "text_en": "Uh sir, this is Soumya from JSW One platform.", "text_native": "Uh sir, this is Soumya from JSW One platform." }, { "ucid": "21112178911123981", "idx": 6, "speaker": "customer", "start_s": 9.17, "end_s": 11.17, "text_en": "Yeah. Uh yes, Soumya, tell me.", "text_native": "Yeah. Uh yes, Soumya, tell me." }, { "ucid": "21112178911123981", "idx": 7, "speaker": "agent", "start_s": 11.67, "end_s": 16.57, "text_en": "Sir, I was trying to reach out to you for one thing, first is to understand whether you buy JSW HRCR materials, that's the first thing.", "text_native": "Sir, I was trying to reach out to you for one thing, first is to understand whether you buy JSW HRCR materials, that's the first thing." }, { "ucid": "21112178911123981", "idx": 8, "speaker": "customer", "start_s": 17.37, "end_s": 19.27, "text_en": "Uh, yes, we are purchasing.", "text_native": "Uh, yes, we are purchasing." }, { "ucid": "21112178911123981", "idx": 9, "speaker": "agent", "start_s": 19.57, "end_s": 24.17, "text_en": "Correct. So are you directly associated with the company or are you buying through a certain channel? I am from the company. I am based out of Bangalore office.", "text_native": "Correct. So are you directly associated with the company or are you buying through a certain channel? I am from the company. I am based out of Bangalore office." }, { "ucid": "21112178911123981", "idx": 10, "speaker": "customer", "start_s": 24.67, "end_s": 29.57, "text_en": "Okay, we are buying from other suppliers, like uh other dealers in the market. Yeah, yeah, dealers, yeah.", "text_native": "Okay, we are buying from other suppliers, like uh other dealers in the market. Yeah, yeah, dealers, yeah." }, { "ucid": "21112178911123981", "idx": 11, "speaker": "agent", "start_s": 30.07, "end_s": 31.87, "text_en": "Okay, okay. So what material do you buy, sir?", "text_native": "Okay, okay. So what material do you buy, sir?" }, { "ucid": "21112178911123981", "idx": 12, "speaker": "customer", "start_s": 32.57, "end_s": 41.87, "text_en": "Uh madam, sheets, 8 by 4 sheets, HR, CR, GI. Uh these type of sheets we are buying. Like thickness will be 1 mm, 1.2, 1.6 mm, 0.8 mm thickness. So like that we are buying. 0.8 also.", "text_native": "Uh madam, sheets, 8 by 4 sheets, HR, CR, GI. Uh these type of sheets we are buying. Like thickness will be 1 mm, 1.2, 1.6 mm, 0.8 mm thickness. So like that we are buying. 0.8 also." }, { "ucid": "21112178911123981", "idx": 13, "speaker": "agent", "start_s": 43.17, "end_s": 44.67, "text_en": "Okay, okay. HR and CR both?", "text_native": "Okay, okay. HR and CR both?" }, { "ucid": "21112178911123981", "idx": 14, "speaker": "customer", "start_s": 45.07, "end_s": 46.07, "text_en": "Yes, yes, HR, CR.", "text_native": "Yes, yes, HR, CR." }, { "ucid": "21112178911123981", "idx": 15, "speaker": "agent", "start_s": 46.07, "end_s": 48.27, "text_en": "What is the end use, sir? What are you, what are you manufacturing, I'm sorry?", "text_native": "What is the end use, sir? What are you, what are you manufacturing, I'm sorry?" }, { "ucid": "21112178911123981", "idx": 16, "speaker": "customer", "start_s": 48.27, "end_s": 50.37, "text_en": "We are manufacturing that storage racks, industrial racks.", "text_native": "We are manufacturing that storage racks, industrial racks." }, { "ucid": "21112178911123981", "idx": 17, "speaker": "agent", "start_s": 50.77, "end_s": 51.87, "text_en": "Storage, industrial racks.", "text_native": "Storage, industrial racks." }, { "ucid": "21112178911123981", "idx": 18, "speaker": "customer", "start_s": 51.87, "end_s": 53.27, "text_en": "Yeah, industrial racks, yeah, yeah.", "text_native": "Yeah, industrial racks, yeah, yeah." }, { "ucid": "21112178911123981", "idx": 19, "speaker": "agent", "start_s": 53.27, "end_s": 54.27, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." }, { "ucid": "21112178911123981", "idx": 20, "speaker": "customer", "start_s": 55.17, "end_s": 55.57, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178911123981", "idx": 21, "speaker": "agent", "start_s": 56.37, "end_s": 56.97, "text_en": "Hmm.", "text_native": "Hmm." }, { "ucid": "21112178911123981", "idx": 22, "speaker": "customer", "start_s": 57.87, "end_s": 60.67, "text_en": "Yeah, what is the rate will be there today? GI rate per kg?", "text_native": "Yeah, what is the rate will be there today? GI rate per kg?" }, { "ucid": "21112178911123981", "idx": 23, "speaker": "agent", "start_s": 61.57, "end_s": 69.37, "text_en": "Today GI rate per kg, I'll have to find out, sir, because the rates were given, those are older ones. So if you give me the dimensions, I will take those details and the prices as early as possible. So what is the volume that you need every month?", "text_native": "Today GI rate per kg, I'll have to find out, sir, because the rates were given, those are older ones. So if you give me the dimensions, I will take those details and the prices as early as possible. So what is the volume that you need every month?" }, { "ucid": "21112178911123981", "idx": 24, "speaker": "customer", "start_s": 69.87, "end_s": 75.27, "text_en": "Every month up to, um, 15 to, uh, 15 to 20 tons every month.", "text_native": "Every month up to, um, 15 to, uh, 15 to 20 tons every month." }, { "ucid": "21112178911123981", "idx": 25, "speaker": "agent", "start_s": 76.47, "end_s": 78.57, "text_en": "15 to 20 ton. Okay, okay. Wonderful.", "text_native": "15 to 20 ton. Okay, okay. Wonderful." }, { "ucid": "21112178911123981", "idx": 26, "speaker": "customer", "start_s": 78.57, "end_s": 78.97, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911123981", "idx": 27, "speaker": "agent", "start_s": 79.27, "end_s": 82.67, "text_en": "Okay, great. So is this the number 9844785956? That's the number?", "text_native": "Okay, great. So is this the number 9844785956? That's the number?" }, { "ucid": "21112178911123981", "idx": 28, "speaker": "customer", "start_s": 82.67, "end_s": 83.77, "text_en": "Yes, yeah, yeah.", "text_native": "Yes, yeah, yeah." }, { "ucid": "21112178911123981", "idx": 29, "speaker": "agent", "start_s": 83.77, "end_s": 88.67, "text_en": "I'll send you a WhatsApp communication here, sir. Kindly share the material requirement details here. Where, which part of Bangalore are you located in?", "text_native": "I'll send you a WhatsApp communication here, sir. Kindly share the material requirement details here. Where, which part of Bangalore are you located in?" }, { "ucid": "21112178911123981", "idx": 30, "speaker": "customer", "start_s": 89.07, "end_s": 90.37, "text_en": "Uh, in Bangalore, Peenya.", "text_native": "Uh, in Bangalore, Peenya." }, { "ucid": "21112178911123981", "idx": 31, "speaker": "agent", "start_s": 90.67, "end_s": 92.87, "text_en": "Peenya, okay, okay. Yes, yes. Peenya industrial area.", "text_native": "Peenya, okay, okay. Yes, yes. Peenya industrial area." }, { "ucid": "21112178911123981", "idx": 32, "speaker": "customer", "start_s": 93.27, "end_s": 95.27, "text_en": "Hmm hmm. Okay, okay, okay, okay. Yeah.", "text_native": "Hmm hmm. Okay, okay, okay, okay. Yeah." }, { "ucid": "21112178911123981", "idx": 33, "speaker": "agent", "start_s": 95.57, "end_s": 98.87, "text_en": "Right, sir. Let me send out a communication to you. Then once you share details, I will give you the quote.", "text_native": "Right, sir. Let me send out a communication to you. Then once you share details, I will give you the quote." }, { "ucid": "21112178911123981", "idx": 34, "speaker": "customer", "start_s": 99.17, "end_s": 100.87, "text_en": "Okay, okay, okay, okay, okay, okay.", "text_native": "Okay, okay, okay, okay, okay, okay." }, { "ucid": "21112178911123981", "idx": 35, "speaker": "agent", "start_s": 101.07, "end_s": 108.67, "text_en": "Right, sir. This is my contact number. I mean, there is a number that is appearing on your screen, that's our IVR. If you dial the same number, you will be able to connect with me. In the meantime, I'll also send my business card to you on the number that you've given us.", "text_native": "Right, sir. This is my contact number. I mean, there is a number that is appearing on your screen, that's our IVR. If you dial the same number, you will be able to connect with me. In the meantime, I'll also send my business card to you on the number that you've given us." }, { "ucid": "21112178911123981", "idx": 36, "speaker": "customer", "start_s": 108.97, "end_s": 110.07, "text_en": "Okay, okay, send it to me.", "text_native": "Okay, okay, send it to me." }, { "ucid": "21112178911123981", "idx": 37, "speaker": "agent", "start_s": 110.07, "end_s": 111.87, "text_en": "Right, sir. Thank you. Thank you so much.", "text_native": "Right, sir. Thank you. Thank you so much." }, { "ucid": "21112178911123981", "idx": 38, "speaker": "customer", "start_s": 111.87, "end_s": 112.57, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "21112178911123981", "idx": 39, "speaker": "agent", "start_s": 112.57, "end_s": 113.07, "text_en": "Wonderful.", "text_native": "Wonderful." }, { "ucid": "21112178911123981", "idx": 40, "speaker": "customer", "start_s": 113.07, "end_s": 114.37, "text_en": "Okay, okay, okay, okay.", "text_native": "Okay, okay, okay, okay." } ], "steps": [ { "ucid": "21112178911123981", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "this is Soumya from JSW One platform.", "comment": "Agent introduced self and company; customer's response 'yes, Soumya, tell me' granted implicit permission." }, { "ucid": "21112178911123981", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a hook, instead moving directly into discovery questions." }, { "ucid": "21112178911123981", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 4, "evidence": "What are you, what are you manufacturing, I'm sorry?", "comment": "Agent hit 4/6 questions (mfg, end use, tonnage, supplier type) but missed JSW% and payment terms." }, { "ucid": "21112178911123981", "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 moved from discovery to qualification." }, { "ucid": "21112178911123981", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not capture specific requirement details (grade, exact qty, date) on the call, deferring to WhatsApp." }, { "ucid": "21112178911123981", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Let me send out a communication to you. Then once you share details, I will give you the quote.", "comment": "Agent set a clear next step of sending a quote after the customer provides details via WhatsApp." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }