{ "ucid": "21112178945078071", "call_date": "2026-09-15", "start_time": "2026-09-15 11:09:40", "end_time": "2026-09-15 11:12:01", "duration_sec": 141, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1ed0c85f1d6f87cb0e3ab7357a6eeb29.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 123, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945078071__DIA1ed0c85f1d6f87cb0e3ab7357a6eeb29.mp3", "audio_bytes": 379944, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 126.648, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (હલો)\n[2s] AGENT: Bhavin Steel Industries? (ભવિન સ્ટીલ ઇન્ડસ્ટ્રીઝ?)\n[4s] CUSTOMER: Yes, tell me. (હા કહો.)\n[4s] AGENT: Mr. Patel, I am calling from JSW One, Jindal Steel Works, Mumbai head office, BKC. (પટેલ સાહેબ, JSW One થી વાત કરું છું, જીંદાલ સ્ટીલ વર્ક્સ, મુંબઈ હેડ ઓફિસ, બીકેસી.)\n[8s] CUSTOMER: Yes, tell me, brother. (હા બોલો ભાઈ.)\n[9s] AGENT: Sir, this account of yours was registered, you had registered on our portal for the Kheda location. So I wanted a little understanding, sir, are you in sheet metal or what is our business model, sir? (સરજી, આપણું આ અકાઉન્ટ રજીસ્ટર્ડ હતું, આપણા પોર્ટલ પર તમે રજીસ્ટર કરેલું ફોર ખેડા લોકેશન. તો મને થોડી અન્ડરસ્ટેન્ડિંગ જોઈતી તી સાહેબ, તમે શીટ મેટલમાં છો કે શું બિઝનેસ મોડલ છે સાહેબ આપણું?)\n[16s] CUSTOMER: I have my manufacturing, those grain storage bins that come, right? (મને મારું મેન્યુફેક્ચર છે, ઓલા અનાજ ભરવાના કોઠી આવે ને?)\n[20s] AGENT: Okay, for containers. (ઓકે, કન્ટેનર્સના.)\n[21s] CUSTOMER: Yes, I have a container manufacturing business. But I am interested in auction, I am interested in auction material. (હા, કન્ટેનરનું મારું મેન્યુફેક્ચર છે. પણ મને ઓક્શનનો મને ઓક્શનના માલમાં રસ છે.)\n[25s] AGENT: Oh, you need auction material. (અચ્છા, ઓક્શનના માલ જોઈએ છે તમને.)\n[27s] CUSTOMER: Yes, yes. (હા, હા.)\n[28s] AGENT: Understood. Sir, actually unfortunately we don't provide auction material. (અન્ડરસ્ટુડ. સર, એક્ચ્યુલી અનફોર્ચ્યુનેટલી ઓક્શનનું મટીરીયલ તો અમે નથી આપતા.)\n[32s] CUSTOMER: Right. (બરોબર.)\n[32s] AGENT: But you can get fresh material over here. So you probably don't need MS mainly, right? You might need CR? (બટ યુ કેન ગેટ ફ્રેશ મટીરીયલ ઓવર હિયર. તો મેજરલી તમને એમએસમાં તો નથી લાગતું હશે ને? સીઆરમાં લાગતું હશે?)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 1.5, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer's initial request is a non-starter (like auction material), acknowledge it, then pivot more firmly to the value of fresh material and attempt to secure a next step, even if it's just a future check-in.", "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": 1, "material_detected": "auction material", "catalogue_status": "not_available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant, a container manufacturer in Kheda. The customer immediately stated they are only interested in auction material, which the agent confirmed JSW does not provide. The agent made a brief attempt to pivot to fresh material (CR), but the call ended before any further discovery or next steps could be established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this account of yours was registered, you had registered on our portal for the Kheda location. So I wanted a little understanding...\", \"comment\": \"The agent provided good context for the call and positioned it as an inquiry, not a hard sell.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Bhavin Steel Industries? ... you had registered on our portal for the Kheda location.\", \"comment\": \"The agent confirmed the company name and procurement location but did not ask about procurement involvement or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So I wanted a little understanding, sir, are you in sheet metal or what is our business model, sir?\", \"comment\": \"The agent asked about the business model, but the call was derailed before any other discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent mentioned 'fresh material' but did not explain any platform benefits like pricing, TCs, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer's requirement for auction material was a non-starter; no opportunity for fresh material was identified or callback scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a quote, a specific callback date, or a platform walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's initial request is a non-starter (like auction material), acknowledge it, then pivot more firmly to the value of fresh material and attempt to secure a next step, even if it's just a future check-in.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"auction material\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant, a container manufacturer in Kheda. The customer immediately stated they are only interested in auction material, which the agent confirmed JSW does not provide. The agent made a brief attempt to pivot to fresh material (CR), but the call ended before any further discovery or next steps could be established.\"}", "error": null, "latency_ms": 37741, "input_tokens": 3242, "output_tokens": 793, "created_at": "2026-09-25 10:51:52", "sentiment": "positive", "sentiment_score": 0.38, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.668, "agent_talk_sec": 20.5, "customer_talk_sec": 10.2, "dead_air_sec": 110.3, "longest_monologue_sec": 7.1, "agent_wpm": 266.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 4, "words_agent": 91, "words_customer": 41, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945078071", "idx": 0, "speaker": "customer", "start_s": 0.97, "end_s": 1.47, "text_en": "Hello.", "text_native": "હલો" }, { "ucid": "21112178945078071", "idx": 1, "speaker": "agent", "start_s": 2.13, "end_s": 3.3, "text_en": "Bhavin Steel Industries?", "text_native": "ભવિન સ્ટીલ ઇન્ડસ્ટ્રીઝ?" }, { "ucid": "21112178945078071", "idx": 2, "speaker": "customer", "start_s": 3.6, "end_s": 4.1, "text_en": "Yes, tell me.", "text_native": "હા કહો." }, { "ucid": "21112178945078071", "idx": 3, "speaker": "agent", "start_s": 4.3, "end_s": 7.9, "text_en": "Mr. Patel, I am calling from JSW One, Jindal Steel Works, Mumbai head office, BKC.", "text_native": "પટેલ સાહેબ, JSW One થી વાત કરું છું, જીંદાલ સ્ટીલ વર્ક્સ, મુંબઈ હેડ ઓફિસ, બીકેસી." }, { "ucid": "21112178945078071", "idx": 4, "speaker": "customer", "start_s": 8.1, "end_s": 8.8, "text_en": "Yes, tell me, brother.", "text_native": "હા બોલો ભાઈ." }, { "ucid": "21112178945078071", "idx": 5, "speaker": "agent", "start_s": 9.0, "end_s": 16.1, "text_en": "Sir, this account of yours was registered, you had registered on our portal for the Kheda location. So I wanted a little understanding, sir, are you in sheet metal or what is our business model, sir?", "text_native": "સરજી, આપણું આ અકાઉન્ટ રજીસ્ટર્ડ હતું, આપણા પોર્ટલ પર તમે રજીસ્ટર કરેલું ફોર ખેડા લોકેશન. તો મને થોડી અન્ડરસ્ટેન્ડિંગ જોઈતી તી સાહેબ, તમે શીટ મેટલમાં છો કે શું બિઝનેસ મોડલ છે સાહેબ આપણું?" }, { "ucid": "21112178945078071", "idx": 6, "speaker": "customer", "start_s": 16.3, "end_s": 19.5, "text_en": "I have my manufacturing, those grain storage bins that come, right?", "text_native": "મને મારું મેન્યુફેક્ચર છે, ઓલા અનાજ ભરવાના કોઠી આવે ને?" }, { "ucid": "21112178945078071", "idx": 7, "speaker": "agent", "start_s": 19.8, "end_s": 20.7, "text_en": "Okay, for containers.", "text_native": "ઓકે, કન્ટેનર્સના." }, { "ucid": "21112178945078071", "idx": 8, "speaker": "customer", "start_s": 20.9, "end_s": 25.0, "text_en": "Yes, I have a container manufacturing business. But I am interested in auction, I am interested in auction material.", "text_native": "હા, કન્ટેનરનું મારું મેન્યુફેક્ચર છે. પણ મને ઓક્શનનો મને ઓક્શનના માલમાં રસ છે." }, { "ucid": "21112178945078071", "idx": 9, "speaker": "agent", "start_s": 25.3, "end_s": 26.9, "text_en": "Oh, you need auction material.", "text_native": "અચ્છા, ઓક્શનના માલ જોઈએ છે તમને." }, { "ucid": "21112178945078071", "idx": 10, "speaker": "customer", "start_s": 27.2, "end_s": 27.9, "text_en": "Yes, yes.", "text_native": "હા, હા." }, { "ucid": "21112178945078071", "idx": 11, "speaker": "agent", "start_s": 28.1, "end_s": 31.0, "text_en": "Understood. Sir, actually unfortunately we don't provide auction material.", "text_native": "અન્ડરસ્ટુડ. સર, એક્ચ્યુલી અનફોર્ચ્યુનેટલી ઓક્શનનું મટીરીયલ તો અમે નથી આપતા." }, { "ucid": "21112178945078071", "idx": 12, "speaker": "customer", "start_s": 31.5, "end_s": 32.0, "text_en": "Right.", "text_native": "બરોબર." }, { "ucid": "21112178945078071", "idx": 13, "speaker": "agent", "start_s": 32.4, "end_s": 35.6, "text_en": "But you can get fresh material over here. So you probably don't need MS mainly, right? You might need CR?", "text_native": "બટ યુ કેન ગેટ ફ્રેશ મટીરીયલ ઓવર હિયર. તો મેજરલી તમને એમએસમાં તો નથી લાગતું હશે ને? સીઆરમાં લાગતું હશે?" } ], "steps": [ { "ucid": "21112178945078071", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, this account of yours was registered, you had registered on our portal for the Kheda location. So I wanted a little understanding...", "comment": "The agent provided good context for the call and positioned it as an inquiry, not a hard sell." }, { "ucid": "21112178945078071", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Bhavin Steel Industries? ... you had registered on our portal for the Kheda location.", "comment": "The agent confirmed the company name and procurement location but did not ask about procurement involvement or contact details." }, { "ucid": "21112178945078071", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So I wanted a little understanding, sir, are you in sheet metal or what is our business model, sir?", "comment": "The agent asked about the business model, but the call was derailed before any other discovery questions could be asked." }, { "ucid": "21112178945078071", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent mentioned 'fresh material' but did not explain any platform benefits like pricing, TCs, or stock availability." }, { "ucid": "21112178945078071", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer's requirement for auction material was a non-starter; no opportunity for fresh material was identified or callback scheduled." }, { "ucid": "21112178945078071", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly without a quote, a specific callback date, or a platform walkthrough being scheduled." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }