{ "ucid": "21112178945128561", "call_date": "2026-09-15", "start_time": "2026-09-15 11:18:05", "end_time": "2026-09-15 11:20:03", "duration_sec": 118, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Send_Email", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA36b311e462b2a8ab575cbfbd3cee8b62.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 119, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945128561__DIA36b311e462b2a8ab575cbfbd3cee8b62.mp3", "audio_bytes": 304128, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 101.376, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Uh hello, am I talking to Mr. Abrar Sheikh from Mayur Electroplating?\n[6s] CUSTOMER: Yes.\n[7s] AGENT: Sir, I am Jeevan calling from the JSW One platform. It was to talk about the inquiry you placed on the JSW One platform. (सर, मैं जीवन बात कर रहा हूं JSW One प्लॅटफॉर्म से। आपका जो JSW One प्लॅटफॉर्म में डाला इन्क्वायरी के बारे में बात करने के लिए था।)\n[13s] CUSTOMER: From where? JSW? (कहां से? JSW?)\n[14s] AGENT: Yes, JSW, yeah. (हां, JSW, yeah.)\n[15s] CUSTOMER: Hmm, tell me. (हम्म, बोलिए।)\n[16s] AGENT: Uh so sir, what are you exactly looking forward for? What are you looking for, HR or CR or TMT? (Uh so sir, what are you exactly looking forward for? क्या आप HR या CR या TMT क्या देखना चाहते हैं?)\n[21s] CUSTOMER: Umm, actually, one minute, okay, stay on the line. (उम्म, एक्चुअली, एक मिनिट हां, चालू रखना।)\n[25s] AGENT: Sorry sir?\n[26s] CUSTOMER: Yes, I had a requirement for uh HRPO material, IS 1079. (जी, मेरेको अह HRPO मटेरियल की रिक्वायरमेंट थी, IS 1079.)\n[31s] AGENT: Okay, alright. (ओके, ठीक है।)\n[33s] CUSTOMER: Yes. (हां।)\n[34s] AGENT: Alright. So I'll do one thing sir, your voice is breaking a little. This is your WhatsApp number, right sir? 6354 (ठीक है। तो एक काम करता हूं सर, आपका वॉइस थोड़ा ब्रेक हो रही है। ये आपका WhatsApp नंबर है ना सर? 6354)\n[37s] CUSTOMER: Yes, it's my WhatsApp number. (जी, WhatsApp नंबर है।)\n[38s] AGENT: Alright, alright. I'll send my, my own details and you please mention the requirement exactly in that, along with the delivery location, what your delivery timeline is, how many tons it is. Just sir, you have to keep these two things in mind that we have a minimum order of quantity of five metric tons. (ठीक है, ठीक है। मैं अपना, मैं खुद का डिटेल्स सब डाल देता हूं और आप उसमें जो रिक्वायरमेंट है वो ज़रा एक्जेक्टली मेंशन करके डिलीवरी लोकेशन, आपका डिलीवरी टाइमलाइन क्या है, कितना टन का है। सिर्फ सर, यही ये दो चीज आपको ध्यान में रखना है कि हमारा एक मिनिमम ऑर्डर ऑफ क्वांटिटी होता है फाइव मेट्रिक टन का।)\n[48s] CUSTOMER: Yes, yes. (हां हां।)\n[49s] AGENT: And and since this is your first transaction, it is 100% advance payment. After this, for your second transaction and all, you get credit eligibility, all these details, you get many such advantages, you get cashback and all. (और और जैसे ये जो आपका पहला ट्रांजैक्शन है इसीलिए 100% एडवांस पेमेंट है। इसके बाद जो आपका दूसरा ट्रांजैक्शन सब होता है वो आप उसके लिए आपको क्रेडिट एलिजिबिलिटी ये सब डिटेल्स, ये ऐसा बहुत सारे एडवांटेजेस मिलते हैं, कैशबैक सब मिलता है।)\n[58s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[59s] AGENT: So it's just a formality for us to onboard you. So I'll do one thing sir, I'll send you the details on WhatsApp, please fill it and send it, I will get the pricing for you. (तो आपका जो हमारा ऑनबोर्ड करने का ही एक फॉर्मेलिटी होता है। तो एक काम करता हूं सर, मैं आपको WhatsApp में डिटेल्स भेजता हूं, ज़रा उसको फिल करके डाल दीजिए, मैं आपको प्राइसिंग निकाल के देता हूं।)\n[105s] CUSTOMER: Sure, sure, sure.\n[106s] AGENT: Will that work, sir? (चलेगा ना सर?)\n[107s] CUSTOMER: Yes, yes, it will work. (जी, जी, चलेगा।)\n[108s] AGENT: Alright sir, alright. Thank you sir, thank you so much. (ठीक है सर, ठीक है। थैंक यू सर, थैंक यू सो मच।)\n[110s] CUSTOMER: Thank you so much. (थैंक यू सो मच।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 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": "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 has a live requirement, use the call to ask your discovery questions and capture the full spec, quantity, and delivery location, rather than asking them to type it all out on WhatsApp.", "usp_relevance": "mismatched", "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 new registrant from an electroplating company, confirmed a requirement for HRPO IS 1079. The agent verified contact details but did not conduct discovery on the call. Instead, he instructed the customer to send all requirement details via WhatsApp, after which he would provide pricing. The call ended with the customer agreeing to send the information.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am Jeevan calling from the JSW One platform. It was to talk about the inquiry you placed on the JSW One platform.\", \"comment\": \"The agent provided a warm welcome and referenced the customer's inbound registration, which is good practice.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"am I talking to Mr. Abrar Sheikh from Mayur Electroplating? ... This is your WhatsApp number, right sir? 6354\", \"comment\": \"Agent verified name/company and contact number, but did not ask for procurement city or decision-making authority.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"what are you exactly looking forward for? What are you looking for, HR or CR or TMT?\", \"comment\": \"Agent only asked for the product category. He then delegated all other discovery (tonnage, application, etc.) to the customer to provide via WhatsApp, failing to gather the information on the call.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's core value propositions like transparent pricing, test certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you please mention the requirement exactly in that, along with the delivery location, what your delivery timeline is, how many tons it is.\", \"comment\": \"Although the customer stated a requirement, the agent did not capture the full specification on the call, instead asking the customer to send it later.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll send you the details on WhatsApp, please fill it and send it, I will get the pricing for you.\", \"comment\": \"The call ended without a valid closure; it was an agreement to continue discovery offline, not a quote sent, a specific callback, or a walkthrough scheduled.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"When a customer has a live requirement, use the call to ask your discovery questions and capture the full spec, quantity, and delivery location, rather than asking them to type it all out on WhatsApp.\", \"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 new registrant from an electroplating company, confirmed a requirement for HRPO IS 1079. The agent verified contact details but did not conduct discovery on the call. Instead, he instructed the customer to send all requirement details via WhatsApp, after which he would provide pricing. The call ended with the customer agreeing to send the information.\"}", "error": null, "latency_ms": 30629, "input_tokens": 3657, "output_tokens": 885, "created_at": "2026-09-25 10:51:31", "sentiment": "positive", "sentiment_score": 0.822, "sentiment_confidence": "high", "pos": 9, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.852, "agent_talk_sec": 85.7, "customer_talk_sec": 14.9, "dead_air_sec": 17.4, "longest_monologue_sec": 45.6, "agent_wpm": 158.9, "interruptions": 0, "agent_turns": 12, "customer_turns": 13, "discovery_qs": 6, "words_agent": 227, "words_customer": 50, "monologue_heavy": 1, "turns": [ { "ucid": "21112178945128561", "idx": 0, "speaker": "customer", "start_s": 1.37, "end_s": 1.77, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178945128561", "idx": 1, "speaker": "agent", "start_s": 2.46, "end_s": 6.2, "text_en": "Uh hello, am I talking to Mr. Abrar Sheikh from Mayur Electroplating?", "text_native": "Uh hello, am I talking to Mr. Abrar Sheikh from Mayur Electroplating?" }, { "ucid": "21112178945128561", "idx": 2, "speaker": "customer", "start_s": 6.5, "end_s": 6.81, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178945128561", "idx": 3, "speaker": "agent", "start_s": 7.4, "end_s": 12.44, "text_en": "Sir, I am Jeevan calling from the JSW One platform. It was to talk about the inquiry you placed on the JSW One platform.", "text_native": "सर, मैं जीवन बात कर रहा हूं JSW One प्लॅटफॉर्म से। आपका जो JSW One प्लॅटफॉर्म में डाला इन्क्वायरी के बारे में बात करने के लिए था।" }, { "ucid": "21112178945128561", "idx": 4, "speaker": "customer", "start_s": 12.76, "end_s": 13.76, "text_en": "From where? JSW?", "text_native": "कहां से? JSW?" }, { "ucid": "21112178945128561", "idx": 5, "speaker": "agent", "start_s": 14.0, "end_s": 15.0, "text_en": "Yes, JSW, yeah.", "text_native": "हां, JSW, yeah." }, { "ucid": "21112178945128561", "idx": 6, "speaker": "customer", "start_s": 15.28, "end_s": 16.2, "text_en": "Hmm, tell me.", "text_native": "हम्म, बोलिए।" }, { "ucid": "21112178945128561", "idx": 7, "speaker": "agent", "start_s": 16.3, "end_s": 20.84, "text_en": "Uh so sir, what are you exactly looking forward for? What are you looking for, HR or CR or TMT?", "text_native": "Uh so sir, what are you exactly looking forward for? क्या आप HR या CR या TMT क्या देखना चाहते हैं?" }, { "ucid": "21112178945128561", "idx": 8, "speaker": "customer", "start_s": 21.46, "end_s": 24.5, "text_en": "Umm, actually, one minute, okay, stay on the line.", "text_native": "उम्म, एक्चुअली, एक मिनिट हां, चालू रखना।" }, { "ucid": "21112178945128561", "idx": 9, "speaker": "agent", "start_s": 25.1, "end_s": 25.6, "text_en": "Sorry sir?", "text_native": "Sorry sir?" }, { "ucid": "21112178945128561", "idx": 10, "speaker": "customer", "start_s": 26.2, "end_s": 30.8, "text_en": "Yes, I had a requirement for uh HRPO material, IS 1079.", "text_native": "जी, मेरेको अह HRPO मटेरियल की रिक्वायरमेंट थी, IS 1079." }, { "ucid": "21112178945128561", "idx": 11, "speaker": "agent", "start_s": 31.4, "end_s": 32.3, "text_en": "Okay, alright.", "text_native": "ओके, ठीक है।" }, { "ucid": "21112178945128561", "idx": 12, "speaker": "customer", "start_s": 32.9, "end_s": 33.2, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178945128561", "idx": 13, "speaker": "agent", "start_s": 33.7, "end_s": 37.2, "text_en": "Alright. So I'll do one thing sir, your voice is breaking a little. This is your WhatsApp number, right sir? 6354", "text_native": "ठीक है। तो एक काम करता हूं सर, आपका वॉइस थोड़ा ब्रेक हो रही है। ये आपका WhatsApp नंबर है ना सर? 6354" }, { "ucid": "21112178945128561", "idx": 14, "speaker": "customer", "start_s": 37.2, "end_s": 38.1, "text_en": "Yes, it's my WhatsApp number.", "text_native": "जी, WhatsApp नंबर है।" }, { "ucid": "21112178945128561", "idx": 15, "speaker": "agent", "start_s": 38.4, "end_s": 48.4, "text_en": "Alright, alright. I'll send my, my own details and you please mention the requirement exactly in that, along with the delivery location, what your delivery timeline is, how many tons it is. Just sir, you have to keep these two things in mind that we have a minimum order of quantity of five metric tons.", "text_native": "ठीक है, ठीक है। मैं अपना, मैं खुद का डिटेल्स सब डाल देता हूं और आप उसमें जो रिक्वायरमेंट है वो ज़रा एक्जेक्टली मेंशन करके डिलीवरी लोकेशन, आपका डिलीवरी टाइमलाइन क्या है, कितना टन का है। सिर्फ सर, यही ये दो चीज आपको ध्यान में रखना है कि हमारा एक मिनिमम ऑर्डर ऑफ क्वांटिटी होता है फाइव मेट्रिक टन का।" }, { "ucid": "21112178945128561", "idx": 16, "speaker": "customer", "start_s": 48.5, "end_s": 49.0, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178945128561", "idx": 17, "speaker": "agent", "start_s": 49.3, "end_s": 58.0, "text_en": "And and since this is your first transaction, it is 100% advance payment. After this, for your second transaction and all, you get credit eligibility, all these details, you get many such advantages, you get cashback and all.", "text_native": "और और जैसे ये जो आपका पहला ट्रांजैक्शन है इसीलिए 100% एडवांस पेमेंट है। इसके बाद जो आपका दूसरा ट्रांजैक्शन सब होता है वो आप उसके लिए आपको क्रेडिट एलिजिबिलिटी ये सब डिटेल्स, ये ऐसा बहुत सारे एडवांटेजेस मिलते हैं, कैशबैक सब मिलता है।" }, { "ucid": "21112178945128561", "idx": 18, "speaker": "customer", "start_s": 58.3, "end_s": 58.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178945128561", "idx": 19, "speaker": "agent", "start_s": 59.3, "end_s": 104.9, "text_en": "So it's just a formality for us to onboard you. So I'll do one thing sir, I'll send you the details on WhatsApp, please fill it and send it, I will get the pricing for you.", "text_native": "तो आपका जो हमारा ऑनबोर्ड करने का ही एक फॉर्मेलिटी होता है। तो एक काम करता हूं सर, मैं आपको WhatsApp में डिटेल्स भेजता हूं, ज़रा उसको फिल करके डाल दीजिए, मैं आपको प्राइसिंग निकाल के देता हूं।" }, { "ucid": "21112178945128561", "idx": 20, "speaker": "customer", "start_s": 105.1, "end_s": 105.9, "text_en": "Sure, sure, sure.", "text_native": "Sure, sure, sure." }, { "ucid": "21112178945128561", "idx": 21, "speaker": "agent", "start_s": 106.2, "end_s": 106.7, "text_en": "Will that work, sir?", "text_native": "चलेगा ना सर?" }, { "ucid": "21112178945128561", "idx": 22, "speaker": "customer", "start_s": 107.0, "end_s": 107.7, "text_en": "Yes, yes, it will work.", "text_native": "जी, जी, चलेगा।" }, { "ucid": "21112178945128561", "idx": 23, "speaker": "agent", "start_s": 107.8, "end_s": 109.5, "text_en": "Alright sir, alright. Thank you sir, thank you so much.", "text_native": "ठीक है सर, ठीक है। थैंक यू सर, थैंक यू सो मच।" }, { "ucid": "21112178945128561", "idx": 24, "speaker": "customer", "start_s": 109.6, "end_s": 110.5, "text_en": "Thank you so much.", "text_native": "थैंक यू सो मच।" } ], "steps": [ { "ucid": "21112178945128561", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I am Jeevan calling from the JSW One platform. It was to talk about the inquiry you placed on the JSW One platform.", "comment": "The agent provided a warm welcome and referenced the customer's inbound registration, which is good practice." }, { "ucid": "21112178945128561", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "am I talking to Mr. Abrar Sheikh from Mayur Electroplating? ... This is your WhatsApp number, right sir? 6354", "comment": "Agent verified name/company and contact number, but did not ask for procurement city or decision-making authority." }, { "ucid": "21112178945128561", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "what are you exactly looking forward for? What are you looking for, HR or CR or TMT?", "comment": "Agent only asked for the product category. He then delegated all other discovery (tonnage, application, etc.) to the customer to provide via WhatsApp, failing to gather the information on the call." }, { "ucid": "21112178945128561", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain the platform's core value propositions like transparent pricing, test certificates, or stockyard availability." }, { "ucid": "21112178945128561", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "you please mention the requirement exactly in that, along with the delivery location, what your delivery timeline is, how many tons it is.", "comment": "Although the customer stated a requirement, the agent did not capture the full specification on the call, instead asking the customer to send it later." }, { "ucid": "21112178945128561", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll send you the details on WhatsApp, please fill it and send it, I will get the pricing for you.", "comment": "The call ended without a valid closure; it was an agreement to continue discovery offline, not a quote sent, a specific callback, or a walkthrough 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": [] }