{ "ucid": "21112178911881321", "call_date": "2026-09-11", "start_time": "2026-09-11 14:56:53", "end_time": "2026-09-11 14:59:48", "duration_sec": 175, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA85a715d8a6c990218159a02cb07e3f05.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 208, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911881321__DIA85a715d8a6c990218159a02cb07e3f05.mp3", "audio_bytes": 458136, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 152.712, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello? (हेलो?)\n[2s] CUSTOMER: Yes? (हां जी?)\n[2s] AGENT: Yes, am I speaking with Apna Steel Supplier? (जी, Apna Steel Supplier से बात हो रही है मेरी?)\n[5s] CUSTOMER: Yes, Apna Steel Supplier. (हां जी, Apna Steel Supplier.)\n[6s] AGENT: Yes, I am speaking with Ronak bhai, from JSW One. (जी, रौनक भाई से बात कर रहा हूं मैं, JSW One से।)\n[9s] CUSTOMER: Yes yes, please. (जी जी, प्लीज।)\n[10s] AGENT: Hello? (हेलो?)\n[11s] CUSTOMER: Yes. (जी।)\n[11s] AGENT: Yes, are you planning for any material procurement, sir? In HR steel or something like that? (जी, अभी आप कुछ मटेरियल का मटेरियल का प्रोक्योरमेंट का कुछ प्लान कर रहे हैं क्या सर? HR steel में या फिर उसमें कुछ?)\n[18s] CUSTOMER: Right now I don't have anything. I had a requirement for coil. I have just ordered coil recently. (अभी तो मेरा अभी कुछ नहीं है। मेरा तो coil का ही था। Coil मैंने अभी मंगाया है रिसेंटली।)\n[22s] AGENT: Okay. (ओके।)\n[23s] CUSTOMER: So, (तो,)\n[23s] AGENT: So how many tons do you require every month? How many tons do you require? (तो अभी आपको हर महीने कितना टन लगता है? आप कितना टन लगता है आपको?)\n[27s] CUSTOMER: I require it in coils, sir. I mean, we also order other materials, Tata, Jindal. (Coils में लग जाता है सर अभी। मतलब कैसा, हम other भी मटेरियल मंगाते रहते हैं, Tata, Jindal.)\n[31s] AGENT: Okay. (ओके।)\n[32s] CUSTOMER: So, (तो,)\n[32s] AGENT: And this, (और ये,)\n[33s] CUSTOMER: So we require this 70-80 tons of coils in JSW Coloron. (तो हमको ये 70-80 ton coils तो JSW Coloron में लग जाता है।)\n[36s] AGENT: Yes. (जी।)\n[37s] AGENT: Do you take this PPGL coil? (आप ये PPGL coil लेते हैं क्या?)\n[39s] CUSTOMER: Yes yes, PPGL coil. (जी जी, PPGL coil.)\n[40s] AGENT: Yes, PPGL, you will get PPGL coil. (हां, PPGL, PPGL coil तो मिल जाएगा आपको।)\n[43s] CUSTOMER: Yes, so we take it from this Vikas, the one from Surat. (हां तो हम ये विकास है ना, इनसे ही लेते हैं, सूरत वाले हैं ना।)\n[46s] AGENT: Okay. But here you will get it directly from JSW, sir. (अच्छा। But यहां पे आपको डायरेक्टली JSW से मिलेगा सर।)\n[49s] CUSTOMER: Okay. (ओके।)\n[50s] AGENT: So you, yes. The price will remain similar because nowadays the market is completely up. (तो आपको, हां। प्राइस तो सिमिलर ही रहेगा क्योंकि अभी आजकल मार्केट तो पूरा अप है ही।)\n[54s] AGENT: Okay, in price, but you will get MTC and you will also be associated with JSW, so an additional vendorship will be established between you and us, sir. (ओके, प्राइस में बट आपको MTC मिलेगा और आप जुड़ भी जाएंगे JSW के साथ भी तो एडिशनल आपके साथ एक वेंडरशिप भी हो जाएगी सर आपकी और हमारी भी।)\n[2s] CUSTOMER: Okay, right. (अच्छा, राइट।)\n[3s] AGENT: Yes sir. (जी सर।)\n[3s] AGENT: So are you planning any requirement for this month, any purchase? (तो अभी हाल में कुछ रिक्वायरमेंट ये महीने के लिए कुछ प्लान कर रहे हैं क्या परचेस?)\n[6s] CUSTOMER: Give me a list of what you have, then I will check it out and whatever it is, I will tell you. (आप मुझे एक लिस्ट दे दीजिए ना क्या क्या है, तो फिर मैं चेक आउट करके जो भी रहेगा फिर मैं बताता हूं आपको।)\n[11s] AGENT: You do trading work in this, or do you do manufacturing? (आपका आप ट्रेडिंग का काम करते हैं ना ये इसमें के मैन्युफैक्चरिंग करते हैं?)\n[14s] CUSTOMER: Profiler and trading, both. (प्रोफाइलर और ट्रेडिंग दोनों।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 33, "connected": 1, "audio_notes": "clear: Background noise (call center) on the agent's side, but speech is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "33 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Ronak, ensure you always ask for permission to speak at the start and commit to a clear next step at the end, especially when the customer asks for information like a product list.", "usp_relevance": "matched", "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 agent connected with a steel profiler/trader using 70-80 MT/month of JSW coils. The customer had no immediate need but requested a product list. The agent performed partial discovery and pitched the benefits of buying direct, but failed to establish a clear next step before the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission or if it was a good time to talk, jumping straight to a business question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead opening with a question about current requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"[23s] AGENT: So how many tons do you require every month? How many tons do you require?\", \"comment\": \"Agent asked about business type and monthly tonnage, and the customer volunteered their current suppliers, hitting 3 of 6 questions.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[46s] AGENT: Okay. But here you will get it directly from JSW, sir.\", \"comment\": \"Agent pitched buying direct from JSW and receiving an MTC, which were relevant USPs against the customer's use of a dealer.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[3s] AGENT: So are you planning any requirement for this month, any purchase?\", \"comment\": \"Agent correctly asked for a current requirement, which the customer confirmed they did not have.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without the agent committing to the customer's request for a list or establishing any other next step.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Ronak, ensure you always ask for permission to speak at the start and commit to a clear next step at the end, especially when the customer asks for information like a product list.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"[43s] CUSTOMER: Yes, so we take it from this Vikas, the one from Surat.\", \"response\": \"[46s] AGENT: Okay. But here you will get it directly from JSW, sir.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"[6s] CUSTOMER: Give me a list of what you have, then I will check it out and whatever it is, I will tell you.\", \"response\": \"[11s] AGENT: You do trading work in this, or do you do manufacturing?\"}], \"call_summary\": \"The agent connected with a steel profiler/trader using 70-80 MT/month of JSW coils. The customer had no immediate need but requested a product list. The agent performed partial discovery and pitched the benefits of buying direct, but failed to establish a clear next step before the call ended.\"}", "error": null, "latency_ms": 43212, "input_tokens": 3613, "output_tokens": 954, "created_at": "2026-09-25 10:59:17", "sentiment": "positive", "sentiment_score": 0.326, "sentiment_confidence": "high", "pos": 6, "neg": 1, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.553, "agent_talk_sec": 32.2, "customer_talk_sec": 26.0, "dead_air_sec": 116.8, "longest_monologue_sec": 5.5, "agent_wpm": 273.9, "interruptions": 0, "agent_turns": 18, "customer_turns": 15, "discovery_qs": 10, "words_agent": 147, "words_customer": 101, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911881321", "idx": 0, "speaker": "agent", "start_s": 0.87, "end_s": 1.37, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178911881321", "idx": 1, "speaker": "customer", "start_s": 1.87, "end_s": 2.27, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178911881321", "idx": 2, "speaker": "agent", "start_s": 2.37, "end_s": 4.57, "text_en": "Yes, am I speaking with Apna Steel Supplier?", "text_native": "जी, Apna Steel Supplier से बात हो रही है मेरी?" }, { "ucid": "21112178911881321", "idx": 3, "speaker": "customer", "start_s": 4.87, "end_s": 6.07, "text_en": "Yes, Apna Steel Supplier.", "text_native": "हां जी, Apna Steel Supplier." }, { "ucid": "21112178911881321", "idx": 4, "speaker": "agent", "start_s": 6.37, "end_s": 8.87, "text_en": "Yes, I am speaking with Ronak bhai, from JSW One.", "text_native": "जी, रौनक भाई से बात कर रहा हूं मैं, JSW One से।" }, { "ucid": "21112178911881321", "idx": 5, "speaker": "customer", "start_s": 9.07, "end_s": 9.87, "text_en": "Yes yes, please.", "text_native": "जी जी, प्लीज।" }, { "ucid": "21112178911881321", "idx": 6, "speaker": "agent", "start_s": 10.07, "end_s": 10.37, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178911881321", "idx": 7, "speaker": "customer", "start_s": 10.57, "end_s": 10.87, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178911881321", "idx": 8, "speaker": "agent", "start_s": 11.07, "end_s": 16.57, "text_en": "Yes, are you planning for any material procurement, sir? In HR steel or something like that?", "text_native": "जी, अभी आप कुछ मटेरियल का मटेरियल का प्रोक्योरमेंट का कुछ प्लान कर रहे हैं क्या सर? HR steel में या फिर उसमें कुछ?" }, { "ucid": "21112178911881321", "idx": 9, "speaker": "customer", "start_s": 17.57, "end_s": 21.57, "text_en": "Right now I don't have anything. I had a requirement for coil. I have just ordered coil recently.", "text_native": "अभी तो मेरा अभी कुछ नहीं है। मेरा तो coil का ही था। Coil मैंने अभी मंगाया है रिसेंटली।" }, { "ucid": "21112178911881321", "idx": 10, "speaker": "agent", "start_s": 22.07, "end_s": 22.57, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178911881321", "idx": 11, "speaker": "customer", "start_s": 22.87, "end_s": 23.07, "text_en": "So,", "text_native": "तो," }, { "ucid": "21112178911881321", "idx": 12, "speaker": "agent", "start_s": 23.27, "end_s": 26.27, "text_en": "So how many tons do you require every month? How many tons do you require?", "text_native": "तो अभी आपको हर महीने कितना टन लगता है? आप कितना टन लगता है आपको?" }, { "ucid": "21112178911881321", "idx": 13, "speaker": "customer", "start_s": 26.57, "end_s": 30.87, "text_en": "I require it in coils, sir. I mean, we also order other materials, Tata, Jindal.", "text_native": "Coils में लग जाता है सर अभी। मतलब कैसा, हम other भी मटेरियल मंगाते रहते हैं, Tata, Jindal." }, { "ucid": "21112178911881321", "idx": 14, "speaker": "agent", "start_s": 31.07, "end_s": 31.57, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178911881321", "idx": 15, "speaker": "customer", "start_s": 31.87, "end_s": 32.07, "text_en": "So,", "text_native": "तो," }, { "ucid": "21112178911881321", "idx": 16, "speaker": "agent", "start_s": 32.27, "end_s": 32.57, "text_en": "And this,", "text_native": "और ये," }, { "ucid": "21112178911881321", "idx": 17, "speaker": "customer", "start_s": 32.57, "end_s": 36.07, "text_en": "So we require this 70-80 tons of coils in JSW Coloron.", "text_native": "तो हमको ये 70-80 ton coils तो JSW Coloron में लग जाता है।" }, { "ucid": "21112178911881321", "idx": 18, "speaker": "agent", "start_s": 36.27, "end_s": 36.57, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178911881321", "idx": 19, "speaker": "agent", "start_s": 36.87, "end_s": 38.27, "text_en": "Do you take this PPGL coil?", "text_native": "आप ये PPGL coil लेते हैं क्या?" }, { "ucid": "21112178911881321", "idx": 20, "speaker": "customer", "start_s": 38.57, "end_s": 39.57, "text_en": "Yes yes, PPGL coil.", "text_native": "जी जी, PPGL coil." }, { "ucid": "21112178911881321", "idx": 21, "speaker": "agent", "start_s": 40.07, "end_s": 42.07, "text_en": "Yes, PPGL, you will get PPGL coil.", "text_native": "हां, PPGL, PPGL coil तो मिल जाएगा आपको।" }, { "ucid": "21112178911881321", "idx": 22, "speaker": "customer", "start_s": 42.57, "end_s": 45.57, "text_en": "Yes, so we take it from this Vikas, the one from Surat.", "text_native": "हां तो हम ये विकास है ना, इनसे ही लेते हैं, सूरत वाले हैं ना।" }, { "ucid": "21112178911881321", "idx": 23, "speaker": "agent", "start_s": 46.07, "end_s": 48.57, "text_en": "Okay. But here you will get it directly from JSW, sir.", "text_native": "अच्छा। But यहां पे आपको डायरेक्टली JSW से मिलेगा सर।" }, { "ucid": "21112178911881321", "idx": 24, "speaker": "customer", "start_s": 48.87, "end_s": 49.27, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178911881321", "idx": 25, "speaker": "agent", "start_s": 49.57, "end_s": 54.07, "text_en": "So you, yes. The price will remain similar because nowadays the market is completely up.", "text_native": "तो आपको, हां। प्राइस तो सिमिलर ही रहेगा क्योंकि अभी आजकल मार्केट तो पूरा अप है ही।" }, { "ucid": "21112178911881321", "idx": 26, "speaker": "agent", "start_s": 54.07, "end_s": 1.2, "text_en": "Okay, in price, but you will get MTC and you will also be associated with JSW, so an additional vendorship will be established between you and us, sir.", "text_native": "ओके, प्राइस में बट आपको MTC मिलेगा और आप जुड़ भी जाएंगे JSW के साथ भी तो एडिशनल आपके साथ एक वेंडरशिप भी हो जाएगी सर आपकी और हमारी भी।" }, { "ucid": "21112178911881321", "idx": 27, "speaker": "customer", "start_s": 1.8, "end_s": 2.5, "text_en": "Okay, right.", "text_native": "अच्छा, राइट।" }, { "ucid": "21112178911881321", "idx": 28, "speaker": "agent", "start_s": 2.8, "end_s": 3.2, "text_en": "Yes sir.", "text_native": "जी सर।" }, { "ucid": "21112178911881321", "idx": 29, "speaker": "agent", "start_s": 3.2, "end_s": 6.5, "text_en": "So are you planning any requirement for this month, any purchase?", "text_native": "तो अभी हाल में कुछ रिक्वायरमेंट ये महीने के लिए कुछ प्लान कर रहे हैं क्या परचेस?" }, { "ucid": "21112178911881321", "idx": 30, "speaker": "customer", "start_s": 6.5, "end_s": 11.0, "text_en": "Give me a list of what you have, then I will check it out and whatever it is, I will tell you.", "text_native": "आप मुझे एक लिस्ट दे दीजिए ना क्या क्या है, तो फिर मैं चेक आउट करके जो भी रहेगा फिर मैं बताता हूं आपको।" }, { "ucid": "21112178911881321", "idx": 31, "speaker": "agent", "start_s": 11.0, "end_s": 13.5, "text_en": "You do trading work in this, or do you do manufacturing?", "text_native": "आपका आप ट्रेडिंग का काम करते हैं ना ये इसमें के मैन्युफैक्चरिंग करते हैं?" }, { "ucid": "21112178911881321", "idx": 32, "speaker": "customer", "start_s": 13.5, "end_s": 15.0, "text_en": "Profiler and trading, both.", "text_native": "प्रोफाइलर और ट्रेडिंग दोनों।" } ], "steps": [ { "ucid": "21112178911881321", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission or if it was a good time to talk, jumping straight to a business question." }, { "ucid": "21112178911881321", "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 deliver a supply or price hook, instead opening with a question about current requirements." }, { "ucid": "21112178911881321", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "[23s] AGENT: So how many tons do you require every month? How many tons do you require?", "comment": "Agent asked about business type and monthly tonnage, and the customer volunteered their current suppliers, hitting 3 of 6 questions." }, { "ucid": "21112178911881321", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[46s] AGENT: Okay. But here you will get it directly from JSW, sir.", "comment": "Agent pitched buying direct from JSW and receiving an MTC, which were relevant USPs against the customer's use of a dealer." }, { "ucid": "21112178911881321", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[3s] AGENT: So are you planning any requirement for this month, any purchase?", "comment": "Agent correctly asked for a current requirement, which the customer confirmed they did not have." }, { "ucid": "21112178911881321", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without the agent committing to the customer's request for a list or establishing any other next step." } ], "objections": [ { "ucid": "21112178911881321", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "[43s] CUSTOMER: Yes, so we take it from this Vikas, the one from Surat.", "response": "[46s] AGENT: Okay. But here you will get it directly from JSW, sir." }, { "ucid": "21112178911881321", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "[6s] CUSTOMER: Give me a list of what you have, then I will check it out and whatever it is, I will tell you.", "response": "[11s] AGENT: You do trading work in this, or do you do manufacturing?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }