{ "ucid": "21112178912079241", "call_date": "2026-09-11", "start_time": "2026-09-11 15:29:52", "end_time": "2026-09-11 15:32:00", "duration_sec": 128, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5d37bd9cb479d22688d27d4468a2597c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 196, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912079241__DIA5d37bd9cb479d22688d27d4468a2597c.mp3", "audio_bytes": 330048, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 110.016, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] AGENT: Mr. Rahul from Janak Industries?\n[5s] CUSTOMER: Yeah, tell me.\n[6s] AGENT: Uh Rahul sir, Sudhir here from JSW One MSME team.\n[8s] CUSTOMER: Yeah, tell me.\n[9s] AGENT: Uh your company was registered on our portal sir on this uh Nashik location and it was in reference with your steel procurement. Wanted to understand is there any live requirement in HR material sir? 4 mm, 5 mm, 6 mm?\n[17s] CUSTOMER: No, there is a requirement of that uh 4 mm.\n[20s] AGENT: Okay.\n[21s] CUSTOMER: Okay.\n[22s] AGENT: So when you are planning to procure this?\n[24s] CUSTOMER: Let me know the rate, the current rate, so accordingly we'll discuss.\n[27s] AGENT: Mhm. How much is the volume?\n[29s] CUSTOMER: 10, 10, 10 ton.\n[31s] AGENT: 10 tons?\n[32s] CUSTOMER: Yeah.\n[32s] AGENT: Okay. Uh the grade is IS 2062, 4 mm, 1250 by 2500 sir?\n[36s] CUSTOMER: It is uh 1500 2500 na? One uh 1500.\n[39s] AGENT: Okay, 1500.\n[40s] AGENT: Uh 4 by 5 by 8 you are saying, correct?\n[42s] CUSTOMER: 5 by 8, yes.\n[43s] AGENT: 1500 by 2500 and the quantity is 10 ton. Delivery is in Nashik, Ambad MIDC, correct?\n[46s] CUSTOMER: Nashik, Ambad MIDC, yes.\n[48s] AGENT: Ambad MIDC. Payment terms will be 100% advance sir against PI. So that is okay with you?\n[52s] CUSTOMER: That is not okay with me, but you have some condition, definitely we need to do this.\n[55s] AGENT: Hm. Okay, so you prefer doing with credit only?\n[57s] CUSTOMER: Yeah.\n[58s] AGENT: This is this is only for first transaction, sir.\n[60s] CUSTOMER: Yeah, that is correct.\n[61s] AGENT: From from from second transaction onwards we can give you the credit with verification of your documents. So at at present, uh okay, let me just make the inquiry in the system and update you, sir. I'll share share you the quote in next 30 minutes, okay?\n[69s] CUSTOMER: Okay, sure, sure. Thank you.\n[70s] AGENT: Thank you so much.\n[71s] CUSTOMER: Okay, thanks.\n[72s] AGENT: May I know your name sir?", "language": "English", "languages": "[\"English\"]", "turn_count": 34, "connected": 1, "audio_notes": "clear: Some background office noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "34 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": 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 skipped the entire first half of the pitch, jumping straight to qualifying a requirement. You must follow the structure: open, deliver a hook, and run discovery before asking for an order.", "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 agent contacted a manufacturing customer in Nashik who had a live requirement for 10 tons of 4mm HR plate. The agent successfully qualified the requirement's technical specifications and delivery location. The customer raised an objection to the advance payment terms, which the agent handled by explaining the credit policy for future transactions. The call ended with the agent committing to send a quote within 30 minutes.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Payment terms will be 100% advance sir against PI. So that is okay with you?\", \"comment\": \"Agent only asked about payment terms, skipping all other discovery questions about the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any live requirement in HR material sir? 4 mm, 5 mm, 6 mm?\", \"comment\": \"Agent successfully identified a live requirement and captured all necessary details (grade, thickness, width, qty, location).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll share share you the quote in next 30 minutes, okay?\", \"comment\": \"Agent set a clear next step by committing to send a quote with a specific turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire first half of the pitch, jumping straight to qualifying a requirement. You must follow the structure: open, deliver a hook, and run discovery before asking for an order.\", \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"That is not okay with me, but you have some condition, definitely we need to do this.\", \"response\": \"This is this is only for first transaction, sir. From from from second transaction onwards we can give you the credit with verification of your documents.\"}], \"call_summary\": \"The agent contacted a manufacturing customer in Nashik who had a live requirement for 10 tons of 4mm HR plate. The agent successfully qualified the requirement's technical specifications and delivery location. The customer raised an objection to the advance payment terms, which the agent handled by explaining the credit policy for future transactions. The call ended with the agent committing to send a quote within 30 minutes.\"}", "error": null, "latency_ms": 38536, "input_tokens": 3283, "output_tokens": 838, "created_at": "2026-09-25 10:58:04", "sentiment": "positive", "sentiment_score": 0.512, "sentiment_confidence": "high", "pos": 30, "neg": 2, "lex_hits": 24, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.679, "agent_talk_sec": 39.7, "customer_talk_sec": 18.8, "dead_air_sec": 69.5, "longest_monologue_sec": 7.9, "agent_wpm": 312.8, "interruptions": 0, "agent_turns": 18, "customer_turns": 16, "discovery_qs": 13, "words_agent": 207, "words_customer": 81, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912079241", "idx": 0, "speaker": "customer", "start_s": 0.68, "end_s": 1.18, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912079241", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 1.97, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912079241", "idx": 2, "speaker": "agent", "start_s": 2.5, "end_s": 4.1, "text_en": "Mr. Rahul from Janak Industries?", "text_native": "Mr. Rahul from Janak Industries?" }, { "ucid": "21112178912079241", "idx": 3, "speaker": "customer", "start_s": 4.56, "end_s": 5.2, "text_en": "Yeah, tell me.", "text_native": "Yeah, tell me." }, { "ucid": "21112178912079241", "idx": 4, "speaker": "agent", "start_s": 5.68, "end_s": 7.8, "text_en": "Uh Rahul sir, Sudhir here from JSW One MSME team.", "text_native": "Uh Rahul sir, Sudhir here from JSW One MSME team." }, { "ucid": "21112178912079241", "idx": 5, "speaker": "customer", "start_s": 8.2, "end_s": 8.76, "text_en": "Yeah, tell me.", "text_native": "Yeah, tell me." }, { "ucid": "21112178912079241", "idx": 6, "speaker": "agent", "start_s": 9.0, "end_s": 16.9, "text_en": "Uh your company was registered on our portal sir on this uh Nashik location and it was in reference with your steel procurement. Wanted to understand is there any live requirement in HR material sir? 4 mm, 5 mm, 6 mm?", "text_native": "Uh your company was registered on our portal sir on this uh Nashik location and it was in reference with your steel procurement. Wanted to understand is there any live requirement in HR material sir? 4 mm, 5 mm, 6 mm?" }, { "ucid": "21112178912079241", "idx": 7, "speaker": "customer", "start_s": 17.4, "end_s": 19.6, "text_en": "No, there is a requirement of that uh 4 mm.", "text_native": "No, there is a requirement of that uh 4 mm." }, { "ucid": "21112178912079241", "idx": 8, "speaker": "agent", "start_s": 19.9, "end_s": 20.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178912079241", "idx": 9, "speaker": "customer", "start_s": 21.2, "end_s": 21.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178912079241", "idx": 10, "speaker": "agent", "start_s": 22.0, "end_s": 23.4, "text_en": "So when you are planning to procure this?", "text_native": "So when you are planning to procure this?" }, { "ucid": "21112178912079241", "idx": 11, "speaker": "customer", "start_s": 23.9, "end_s": 26.2, "text_en": "Let me know the rate, the current rate, so accordingly we'll discuss.", "text_native": "Let me know the rate, the current rate, so accordingly we'll discuss." }, { "ucid": "21112178912079241", "idx": 12, "speaker": "agent", "start_s": 27.2, "end_s": 28.4, "text_en": "Mhm. How much is the volume?", "text_native": "Mhm. How much is the volume?" }, { "ucid": "21112178912079241", "idx": 13, "speaker": "customer", "start_s": 29.1, "end_s": 30.3, "text_en": "10, 10, 10 ton.", "text_native": "10, 10, 10 ton." }, { "ucid": "21112178912079241", "idx": 14, "speaker": "agent", "start_s": 30.6, "end_s": 31.2, "text_en": "10 tons?", "text_native": "10 tons?" }, { "ucid": "21112178912079241", "idx": 15, "speaker": "customer", "start_s": 31.8, "end_s": 32.1, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178912079241", "idx": 16, "speaker": "agent", "start_s": 32.3, "end_s": 35.4, "text_en": "Okay. Uh the grade is IS 2062, 4 mm, 1250 by 2500 sir?", "text_native": "Okay. Uh the grade is IS 2062, 4 mm, 1250 by 2500 sir?" }, { "ucid": "21112178912079241", "idx": 17, "speaker": "customer", "start_s": 35.9, "end_s": 38.8, "text_en": "It is uh 1500 2500 na? One uh 1500.", "text_native": "It is uh 1500 2500 na? One uh 1500." }, { "ucid": "21112178912079241", "idx": 18, "speaker": "agent", "start_s": 39.0, "end_s": 39.8, "text_en": "Okay, 1500.", "text_native": "Okay, 1500." }, { "ucid": "21112178912079241", "idx": 19, "speaker": "agent", "start_s": 40.5, "end_s": 41.9, "text_en": "Uh 4 by 5 by 8 you are saying, correct?", "text_native": "Uh 4 by 5 by 8 you are saying, correct?" }, { "ucid": "21112178912079241", "idx": 20, "speaker": "customer", "start_s": 42.0, "end_s": 42.8, "text_en": "5 by 8, yes.", "text_native": "5 by 8, yes." }, { "ucid": "21112178912079241", "idx": 21, "speaker": "agent", "start_s": 43.0, "end_s": 46.2, "text_en": "1500 by 2500 and the quantity is 10 ton. Delivery is in Nashik, Ambad MIDC, correct?", "text_native": "1500 by 2500 and the quantity is 10 ton. Delivery is in Nashik, Ambad MIDC, correct?" }, { "ucid": "21112178912079241", "idx": 22, "speaker": "customer", "start_s": 46.4, "end_s": 47.6, "text_en": "Nashik, Ambad MIDC, yes.", "text_native": "Nashik, Ambad MIDC, yes." }, { "ucid": "21112178912079241", "idx": 23, "speaker": "agent", "start_s": 47.9, "end_s": 51.2, "text_en": "Ambad MIDC. Payment terms will be 100% advance sir against PI. So that is okay with you?", "text_native": "Ambad MIDC. Payment terms will be 100% advance sir against PI. So that is okay with you?" }, { "ucid": "21112178912079241", "idx": 24, "speaker": "customer", "start_s": 51.6, "end_s": 54.6, "text_en": "That is not okay with me, but you have some condition, definitely we need to do this.", "text_native": "That is not okay with me, but you have some condition, definitely we need to do this." }, { "ucid": "21112178912079241", "idx": 25, "speaker": "agent", "start_s": 55.2, "end_s": 56.9, "text_en": "Hm. Okay, so you prefer doing with credit only?", "text_native": "Hm. Okay, so you prefer doing with credit only?" }, { "ucid": "21112178912079241", "idx": 26, "speaker": "customer", "start_s": 57.3, "end_s": 57.6, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178912079241", "idx": 27, "speaker": "agent", "start_s": 57.7, "end_s": 59.1, "text_en": "This is this is only for first transaction, sir.", "text_native": "This is this is only for first transaction, sir." }, { "ucid": "21112178912079241", "idx": 28, "speaker": "customer", "start_s": 59.8, "end_s": 60.6, "text_en": "Yeah, that is correct.", "text_native": "Yeah, that is correct." }, { "ucid": "21112178912079241", "idx": 29, "speaker": "agent", "start_s": 60.7, "end_s": 68.4, "text_en": "From from from second transaction onwards we can give you the credit with verification of your documents. So at at present, uh okay, let me just make the inquiry in the system and update you, sir. I'll share share you the quote in next 30 minutes, okay?", "text_native": "From from from second transaction onwards we can give you the credit with verification of your documents. So at at present, uh okay, let me just make the inquiry in the system and update you, sir. I'll share share you the quote in next 30 minutes, okay?" }, { "ucid": "21112178912079241", "idx": 30, "speaker": "customer", "start_s": 68.7, "end_s": 69.9, "text_en": "Okay, sure, sure. Thank you.", "text_native": "Okay, sure, sure. Thank you." }, { "ucid": "21112178912079241", "idx": 31, "speaker": "agent", "start_s": 70.0, "end_s": 70.7, "text_en": "Thank you so much.", "text_native": "Thank you so much." }, { "ucid": "21112178912079241", "idx": 32, "speaker": "customer", "start_s": 70.9, "end_s": 71.5, "text_en": "Okay, thanks.", "text_native": "Okay, thanks." }, { "ucid": "21112178912079241", "idx": 33, "speaker": "agent", "start_s": 71.8, "end_s": 72.6, "text_en": "May I know your name sir?", "text_native": "May I know your name sir?" } ], "steps": [ { "ucid": "21112178912079241", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and the customer but failed to ask for permission to speak." }, { "ucid": "21112178912079241", "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 hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178912079241", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Payment terms will be 100% advance sir against PI. So that is okay with you?", "comment": "Agent only asked about payment terms, skipping all other discovery questions about the customer's business." }, { "ucid": "21112178912079241", "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 during the call." }, { "ucid": "21112178912079241", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "is there any live requirement in HR material sir? 4 mm, 5 mm, 6 mm?", "comment": "Agent successfully identified a live requirement and captured all necessary details (grade, thickness, width, qty, location)." }, { "ucid": "21112178912079241", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll share share you the quote in next 30 minutes, okay?", "comment": "Agent set a clear next step by committing to send a quote with a specific turnaround time." } ], "objections": [ { "ucid": "21112178912079241", "obj_type": "credit", "state": "handled", "evidence": "That is not okay with me, but you have some condition, definitely we need to do this.", "response": "This is this is only for first transaction, sir. From from from second transaction onwards we can give you the credit with verification of your documents." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }