{ "ucid": "21112178944845991", "call_date": "2026-09-15", "start_time": "2026-09-15 10:30:59", "end_time": "2026-09-15 10:32:44", "duration_sec": 105, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "Qualification Successful", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd1c42b526f266c879484d4c8e2d189a6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 138, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944845991__DIAd1c42b526f266c879484d4c8e2d189a6.mp3", "audio_bytes": 245592, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 81.864, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Uh hello, good morning. Am I talking to uh MS Kuber Enterprises?\n[5s] CUSTOMER: Speak. (बोलिए।)\n[5s] AGENT: Sir, I am Jeevan speaking from the JSW One platform. Sir, you had a (सर मैं जीवन बात कर रहा हूं JSW One प्लेटफॉर्म से। सर आपने एक)\n[8s] CUSTOMER: Yes. (हां जी।)\n[8s] AGENT: so you had placed an enquiry on our JSW One platform, so (तो आपने एक इन्क्वायरी डाला था ना हमारे JSW One प्लेटफॉर्म में तो)\n[11s] CUSTOMER: Absolutely, absolutely Jeevan ji, I had placed it. (बिलकुल बिलकुल जीवन जी डाला था।)\n[12s] AGENT: Yeah. Yeah, so I want to know if you are looking for procurement of HR CR sheet coil right now? (Yeah. Yeah, तो मैं जानना चाहता हूं कि आप अभी प्रोक्योरमेंट के लिए देख रहे हो क्या HR CR शीट कॉइल?)\n[16s] CUSTOMER: No, I am not looking for coil, I need TMT. (नहीं मैं कॉइल नहीं देख रहा हूं, मुझे TMT चाहिए।)\n[19s] CUSTOMER: For TMT. (TMT का।)\n[19s] CUSTOMER: Yes, I have got a project in which I have 8000 ton of TMT. (हां मुझे एक प्रोजेक्ट मिला है जिसमें मेरा 8000 ton की TMT है।)\n[22s] AGENT: Okay, got it, understood.\n[23s] CUSTOMER: Yes, so its procurement will happen phase-wise. (हां तो वो फेस वाइज प्रोक्योरमेंट होता रहेगा उसका।)\n[26s] AGENT: Okay, fine. So and in that (अच्छा ठीक है। तो और उसमें)\n[26s] CUSTOMER: And in that, it's only prime steel. There is SAIL, there is Tata, there is JSPL, and at most, we will get JSW JSW approved. (और उसमें प्राइम स्टील ही है। SAIL है, Tata है, JSPL है, और मैक्सिमम खींच के JSW JSW का अप्रूव करवा लेंगे।)\n[32s] AGENT: Okay, fine. So sir, you are only looking for primary brands, right? Tata, SAIL (अच्छा ठीक है। तो सर आप सिर्फ प्राइमरी ब्रांड ही देख रहे हो ना? Tata, SAIL)\n[34s] CUSTOMER: Yes, absolutely, absolutely, absolutely. (हां बिलकुल बिलकुल बिलकुल।)\n[36s] AGENT: Okay, okay. So sir, I'll do one thing, this number of yours, 9717245559, is your WhatsApp number, right? (ठीक है ठीक है। तो सर मैं एक काम करता हूं, आपका ये जो 9717245559 आपका WhatsApp नंबर है ना?)\n[40s] CUSTOMER: Yes. (जी।)\n[40s] AGENT: Yes, so sir, I will send you my details on that. Could you please specify and write how many tons of 8mm? (हां तो सर मैं उसमें आपको मेरा डिटेल्स भेजता हूं। जरा आप ये जो 8mm का कितना टन वो थोड़ा स्पेसिफाई करके लिख दीजिए ना।)\n[44s] CUSTOMER: Send it, I will, I will get my purchase people connected with you, okay Rahul ji? (भेज दीजिए मैं अपने, मैं अपने परचेस वालों को आपसे कनेक्ट करवा दूंगा, ठीक है राहुल जी?)\n[48s] AGENT: Yes, absolutely sir, absolutely. (हां बिलकुल सर, बिलकुल।)\n[49s] CUSTOMER: Okay. (ठीक।)\n[49s] AGENT: Will do, will do. Thank you sir, thank you so much. (चलेगा चलेगा। Thank you sir, thank you so much.)\n[51s] CUSTOMER: Okay. (ठीक है।)\n[53s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: The customer mistakenly calls the agent 'Rahul ji' at the end, even though the agent introduced himself as 'Jeevan'.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer's need differs from the lead, you must still re-validate all key details (product, quantity, location, timeline) on the call before agreeing on next steps.", "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 agent called on a platform lead for HR/CR. The customer corrected them, stating a large requirement of 8000 tons of TMT for a project and confirming they can get JSW approved. The agent failed to gather specific requirements on the call, instead asking the customer to provide details via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"so you had placed an enquiry on our JSW One platform, so\", \"comment\": \"The agent correctly opened by referencing the customer's platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"After the customer corrected the product to TMT, the agent failed to revalidate any details like grade, size breakdown, quantity per phase, or delivery location.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"you are only looking for primary brands, right? Tata, SAIL\", \"comment\": \"The agent confirmed the brands, and the customer volunteered the end-use (project) and JSW's potential share, but the agent did not ask about monthly volume or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price, confirm stock, or commit to a timeline for a quote, instead deferring the conversation to WhatsApp.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, got it, understood.\", \"comment\": \"The agent correctly pivoted to the customer's stated need for TMT without re-pitching the original product from the lead.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's need differs from the lead, you must still re-validate all key details (product, quantity, location, timeline) on the call before agreeing on next steps.\", \"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 agent called on a platform lead for HR/CR. The customer corrected them, stating a large requirement of 8000 tons of TMT for a project and confirming they can get JSW approved. The agent failed to gather specific requirements on the call, instead asking the customer to provide details via WhatsApp.\"}", "error": null, "latency_ms": 37062, "input_tokens": 3528, "output_tokens": 702, "created_at": "2026-09-25 10:53:13", "sentiment": "positive", "sentiment_score": 0.88, "sentiment_confidence": "high", "pos": 22, "neg": 0, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.573, "agent_talk_sec": 27.6, "customer_talk_sec": 20.6, "dead_air_sec": 56.8, "longest_monologue_sec": 4.1, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 12, "customer_turns": 14, "discovery_qs": 5, "words_agent": 138, "words_customer": 93, "monologue_heavy": 0, "turns": [ { "ucid": "21112178944845991", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.73, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178944845991", "idx": 1, "speaker": "agent", "start_s": 1.24, "end_s": 4.54, "text_en": "Uh hello, good morning. Am I talking to uh MS Kuber Enterprises?", "text_native": "Uh hello, good morning. Am I talking to uh MS Kuber Enterprises?" }, { "ucid": "21112178944845991", "idx": 2, "speaker": "customer", "start_s": 4.74, "end_s": 5.2, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178944845991", "idx": 3, "speaker": "agent", "start_s": 5.4, "end_s": 8.0, "text_en": "Sir, I am Jeevan speaking from the JSW One platform. Sir, you had a", "text_native": "सर मैं जीवन बात कर रहा हूं JSW One प्लेटफॉर्म से। सर आपने एक" }, { "ucid": "21112178944845991", "idx": 4, "speaker": "customer", "start_s": 8.0, "end_s": 8.4, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178944845991", "idx": 5, "speaker": "agent", "start_s": 8.4, "end_s": 10.7, "text_en": "so you had placed an enquiry on our JSW One platform, so", "text_native": "तो आपने एक इन्क्वायरी डाला था ना हमारे JSW One प्लेटफॉर्म में तो" }, { "ucid": "21112178944845991", "idx": 6, "speaker": "customer", "start_s": 10.7, "end_s": 12.2, "text_en": "Absolutely, absolutely Jeevan ji, I had placed it.", "text_native": "बिलकुल बिलकुल जीवन जी डाला था।" }, { "ucid": "21112178944845991", "idx": 7, "speaker": "agent", "start_s": 12.2, "end_s": 15.8, "text_en": "Yeah. Yeah, so I want to know if you are looking for procurement of HR CR sheet coil right now?", "text_native": "Yeah. Yeah, तो मैं जानना चाहता हूं कि आप अभी प्रोक्योरमेंट के लिए देख रहे हो क्या HR CR शीट कॉइल?" }, { "ucid": "21112178944845991", "idx": 8, "speaker": "customer", "start_s": 16.1, "end_s": 18.2, "text_en": "No, I am not looking for coil, I need TMT.", "text_native": "नहीं मैं कॉइल नहीं देख रहा हूं, मुझे TMT चाहिए।" }, { "ucid": "21112178944845991", "idx": 9, "speaker": "customer", "start_s": 18.6, "end_s": 19.0, "text_en": "For TMT.", "text_native": "TMT का।" }, { "ucid": "21112178944845991", "idx": 10, "speaker": "customer", "start_s": 19.3, "end_s": 21.8, "text_en": "Yes, I have got a project in which I have 8000 ton of TMT.", "text_native": "हां मुझे एक प्रोजेक्ट मिला है जिसमें मेरा 8000 ton की TMT है।" }, { "ucid": "21112178944845991", "idx": 11, "speaker": "agent", "start_s": 22.1, "end_s": 23.1, "text_en": "Okay, got it, understood.", "text_native": "Okay, got it, understood." }, { "ucid": "21112178944845991", "idx": 12, "speaker": "customer", "start_s": 23.1, "end_s": 25.2, "text_en": "Yes, so its procurement will happen phase-wise.", "text_native": "हां तो वो फेस वाइज प्रोक्योरमेंट होता रहेगा उसका।" }, { "ucid": "21112178944845991", "idx": 13, "speaker": "agent", "start_s": 25.5, "end_s": 26.4, "text_en": "Okay, fine. So and in that", "text_native": "अच्छा ठीक है। तो और उसमें" }, { "ucid": "21112178944845991", "idx": 14, "speaker": "customer", "start_s": 26.4, "end_s": 31.2, "text_en": "And in that, it's only prime steel. There is SAIL, there is Tata, there is JSPL, and at most, we will get JSW JSW approved.", "text_native": "और उसमें प्राइम स्टील ही है। SAIL है, Tata है, JSPL है, और मैक्सिमम खींच के JSW JSW का अप्रूव करवा लेंगे।" }, { "ucid": "21112178944845991", "idx": 15, "speaker": "agent", "start_s": 31.6, "end_s": 34.2, "text_en": "Okay, fine. So sir, you are only looking for primary brands, right? Tata, SAIL", "text_native": "अच्छा ठीक है। तो सर आप सिर्फ प्राइमरी ब्रांड ही देख रहे हो ना? Tata, SAIL" }, { "ucid": "21112178944845991", "idx": 16, "speaker": "customer", "start_s": 34.2, "end_s": 35.2, "text_en": "Yes, absolutely, absolutely, absolutely.", "text_native": "हां बिलकुल बिलकुल बिलकुल।" }, { "ucid": "21112178944845991", "idx": 17, "speaker": "agent", "start_s": 35.5, "end_s": 39.6, "text_en": "Okay, okay. So sir, I'll do one thing, this number of yours, 9717245559, is your WhatsApp number, right?", "text_native": "ठीक है ठीक है। तो सर मैं एक काम करता हूं, आपका ये जो 9717245559 आपका WhatsApp नंबर है ना?" }, { "ucid": "21112178944845991", "idx": 18, "speaker": "customer", "start_s": 39.8, "end_s": 40.2, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178944845991", "idx": 19, "speaker": "agent", "start_s": 40.3, "end_s": 44.4, "text_en": "Yes, so sir, I will send you my details on that. Could you please specify and write how many tons of 8mm?", "text_native": "हां तो सर मैं उसमें आपको मेरा डिटेल्स भेजता हूं। जरा आप ये जो 8mm का कितना टन वो थोड़ा स्पेसिफाई करके लिख दीजिए ना।" }, { "ucid": "21112178944845991", "idx": 20, "speaker": "customer", "start_s": 44.4, "end_s": 47.8, "text_en": "Send it, I will, I will get my purchase people connected with you, okay Rahul ji?", "text_native": "भेज दीजिए मैं अपने, मैं अपने परचेस वालों को आपसे कनेक्ट करवा दूंगा, ठीक है राहुल जी?" }, { "ucid": "21112178944845991", "idx": 21, "speaker": "agent", "start_s": 47.9, "end_s": 48.8, "text_en": "Yes, absolutely sir, absolutely.", "text_native": "हां बिलकुल सर, बिलकुल।" }, { "ucid": "21112178944845991", "idx": 22, "speaker": "customer", "start_s": 48.9, "end_s": 49.2, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "21112178944845991", "idx": 23, "speaker": "agent", "start_s": 49.3, "end_s": 51.1, "text_en": "Will do, will do. Thank you sir, thank you so much.", "text_native": "चलेगा चलेगा। Thank you sir, thank you so much." }, { "ucid": "21112178944845991", "idx": 24, "speaker": "customer", "start_s": 51.2, "end_s": 51.7, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178944845991", "idx": 25, "speaker": "agent", "start_s": 52.6, "end_s": 53.0, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178944845991", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "so you had placed an enquiry on our JSW One platform, so", "comment": "The agent correctly opened by referencing the customer's platform submission." }, { "ucid": "21112178944845991", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "After the customer corrected the product to TMT, the agent failed to revalidate any details like grade, size breakdown, quantity per phase, or delivery location." }, { "ucid": "21112178944845991", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "you are only looking for primary brands, right? Tata, SAIL", "comment": "The agent confirmed the brands, and the customer volunteered the end-use (project) and JSW's potential share, but the agent did not ask about monthly volume or payment terms." }, { "ucid": "21112178944845991", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a price, confirm stock, or commit to a timeline for a quote, instead deferring the conversation to WhatsApp." }, { "ucid": "21112178944845991", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay, got it, understood.", "comment": "The agent correctly pivoted to the customer's stated need for TMT without re-pitching the original product from the lead." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }