{ "ucid": "21112178945166831", "call_date": "2026-09-15", "start_time": "2026-09-15 11:24:28", "end_time": "2026-09-15 11:28:04", "duration_sec": 216, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2014e2b3fdf4b9ac79058d03dcc8c0ab.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 113, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945166831__DIA2014e2b3fdf4b9ac79058d03dcc8c0ab.mp3", "audio_bytes": 592920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 197.64, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Uh hello sir.\n[2s] AGENT: Are you speaking from Innovation Industry, sir? (इनोवेशन इंडस्ट्री से बोल रहे सर?)\n[4s] CUSTOMER: Yes.\n[5s] AGENT: Sir, good morning. This is Aditya from JSW One.\n[8s] CUSTOMER: Hm.\n[8s] AGENT: Uh actually you were registered on our platform uh on Friday. That's that regarding that we have called you. We wanted to understand do you have any uh like do you are you a manufacturer or a trader, sir?\n[16s] CUSTOMER: Manufacturer.\n[18s] AGENT: Okay sir. What do you manufacture?\n[19s] CUSTOMER: Interior and exterior parts of the vehicle.\n[22s] AGENT: Oh okay. So you are a like ancillary of OEMs.\n[24s] CUSTOMER: Yeah.\n[25s] AGENT: Okay sir, got it, got it. Uh and monthly how much do you consume sir, material? Like\n[29s] CUSTOMER: Sorry?\n[30s] AGENT: How how much do you consume steel sir, mild steel?\n[32s] CUSTOMER: Mild steel I consume about five to six ton right now.\n[35s] AGENT: Five to six ton.\n[36s] CUSTOMER: And uh two ton, two to three ton uh SS and two to three ton aluminium.\n[40s] AGENT: Okay. Actually sir we are providing only mild steel right now. Uh if you are you looking to buy\n[43s] CUSTOMER: You are you are you are you are calling from JSW?\n[45s] AGENT: Yeah sir, JSW One actually. You were registered. Yeah, One. This is a B2B e-commerce platform. Basically we are like we are like a Amazon. We provide material with our app, via app. You can you can log in to our app and you can create a summary, uh like a cart requirement. And after creating it, we can a concern person like me will call back call you and ask you if this is the correct requirement. And we'll share you the rates, sir.\n[56s] CUSTOMER: And where I get from delivery?\n[58s] AGENT: Uh sir, uh which material do you require? I'll tell you on that.\n[100s] CUSTOMER: It is regularly 1.5, 2 mm CR and 2.5 mm HR.\n[104s] AGENT: Uh sir, is it HRPO or HR?\n[106s] CUSTOMER: HR. HR and HRPO both.\n[108s] AGENT: Okay sir. Mostly it will come from Taloja, sir.\n[110s] CUSTOMER: It will come from Taloja. So basically minimum order quantity will be there.\n[113s] AGENT: Uh sir, for CR it's three tons. CR and HRPO. For HR flat\n[116s] CUSTOMER: So it is not, so it is not at all this thing, worth for me.\n[119s] AGENT: Okay, okay. So actually yeah sir, I got it.\n[120s] CUSTOMER: Because I I I do basically consume uh as and when required. Uh requirement comes, I purchase uh monthly twice with my regular traders or nearby traders.\n[128s] AGENT: Okay sir, no issues. Uh if in future if you have any emergency requirement, you can contact us.\n[131s] CUSTOMER: And and if if if I have uh I will have some requirement in bulk, I will definitely connect with you.\n[136s] AGENT: Yes sir, sure. No worries. I will share you my contact details.\n[138s] CUSTOMER: Yes.\n[138s] AGENT: You can connect me.\n[139s] CUSTOMER: Yes, please.\n[140s] AGENT: Thank you for your time.\n[141s] CUSTOMER: Yes, sir. Thank you.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 40, "connected": 1, "audio_notes": "clear: Some background noise (call center) on the agent's side, but speech is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "40 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": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer is disqualified on MOQ, still try to secure a specific follow-up date for when they might have a larger, bulk requirement, instead of leaving it open-ended.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "SS and aluminium", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer is a vehicle parts manufacturer requiring 5-6 MT of mild steel monthly, plus SS and aluminium. The agent correctly identified that JSW One only supplies mild steel. The primary obstacle was the 3-ton MOQ for CR, which is incompatible with the customer's practice of buying smaller lots twice a month from local traders. The call ended after the customer rejected the business model due to the MOQ, with no firm next steps agreed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, good morning. This is Aditya from JSW One. Uh actually you were registered on our platform uh on Friday. That's that regarding that we have called you.\", \"comment\": \"The agent provided a warm welcome and stated the context of the call clearly without being pushy.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Innovation Industry, sir?\", \"comment\": \"The agent only verified the company name, but failed to ask for the procurement city, decision-making involvement, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 3, \"evidence\": \"are you a manufacturer or a trader, sir?... What do you manufacture?... monthly how much do you consume sir, material?\", \"comment\": \"The agent asked about business type, end use, and monthly tonnage, but missed 5 other key discovery questions, including current brands and payment terms.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"evidence\": \"This is a B2B e-commerce platform. Basically we are like we are like a Amazon. We provide material with our app, via app.\", \"comment\": \"The agent explained the platform concept simply when the customer asked where the delivery would come from.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if in future if you have any emergency requirement, you can contact us.\", \"comment\": \"After the customer rejected the MOQ, the agent did not attempt to schedule a specific callback for a potential future bulk requirement.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will share you my contact details.\", \"comment\": \"The call ended with the agent offering his contact details, which is not one of the three required closure outcomes (quote, specific callback, walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is disqualified on MOQ, still try to secure a specific follow-up date for when they might have a larger, bulk requirement, instead of leaving it open-ended.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"SS and aluminium\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I purchase uh monthly twice with my regular traders or nearby traders.\", \"response\": \"Okay sir, no issues. Uh if in future if you have any emergency requirement, you can contact us.\"}], \"call_summary\": \"The customer is a vehicle parts manufacturer requiring 5-6 MT of mild steel monthly, plus SS and aluminium. The agent correctly identified that JSW One only supplies mild steel. The primary obstacle was the 3-ton MOQ for CR, which is incompatible with the customer's practice of buying smaller lots twice a month from local traders. The call ended after the customer rejected the business model due to the MOQ, with no firm next steps agreed.\"}", "error": null, "latency_ms": 30058, "input_tokens": 3565, "output_tokens": 946, "created_at": "2026-09-25 10:50:47", "sentiment": "positive", "sentiment_score": 0.278, "sentiment_confidence": "high", "pos": 21, "neg": 4, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.703, "agent_talk_sec": 92.1, "customer_talk_sec": 39.0, "dead_air_sec": 84.9, "longest_monologue_sec": 42.1, "agent_wpm": 195.4, "interruptions": 0, "agent_turns": 20, "customer_turns": 20, "discovery_qs": 7, "words_agent": 300, "words_customer": 158, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945166831", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.83, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178945166831", "idx": 1, "speaker": "agent", "start_s": 1.26, "end_s": 1.98, "text_en": "Uh hello sir.", "text_native": "Uh hello sir." }, { "ucid": "21112178945166831", "idx": 2, "speaker": "agent", "start_s": 2.48, "end_s": 4.0, "text_en": "Are you speaking from Innovation Industry, sir?", "text_native": "इनोवेशन इंडस्ट्री से बोल रहे सर?" }, { "ucid": "21112178945166831", "idx": 3, "speaker": "customer", "start_s": 4.2, "end_s": 4.6, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178945166831", "idx": 4, "speaker": "agent", "start_s": 4.98, "end_s": 7.2, "text_en": "Sir, good morning. This is Aditya from JSW One.", "text_native": "Sir, good morning. This is Aditya from JSW One." }, { "ucid": "21112178945166831", "idx": 5, "speaker": "customer", "start_s": 7.56, "end_s": 7.9, "text_en": "Hm.", "text_native": "Hm." }, { "ucid": "21112178945166831", "idx": 6, "speaker": "agent", "start_s": 8.4, "end_s": 15.8, "text_en": "Uh actually you were registered on our platform uh on Friday. That's that regarding that we have called you. We wanted to understand do you have any uh like do you are you a manufacturer or a trader, sir?", "text_native": "Uh actually you were registered on our platform uh on Friday. That's that regarding that we have called you. We wanted to understand do you have any uh like do you are you a manufacturer or a trader, sir?" }, { "ucid": "21112178945166831", "idx": 7, "speaker": "customer", "start_s": 16.0, "end_s": 16.8, "text_en": "Manufacturer.", "text_native": "Manufacturer." }, { "ucid": "21112178945166831", "idx": 8, "speaker": "agent", "start_s": 17.5, "end_s": 18.6, "text_en": "Okay sir. What do you manufacture?", "text_native": "Okay sir. What do you manufacture?" }, { "ucid": "21112178945166831", "idx": 9, "speaker": "customer", "start_s": 19.1, "end_s": 21.2, "text_en": "Interior and exterior parts of the vehicle.", "text_native": "Interior and exterior parts of the vehicle." }, { "ucid": "21112178945166831", "idx": 10, "speaker": "agent", "start_s": 21.6, "end_s": 23.8, "text_en": "Oh okay. So you are a like ancillary of OEMs.", "text_native": "Oh okay. So you are a like ancillary of OEMs." }, { "ucid": "21112178945166831", "idx": 11, "speaker": "customer", "start_s": 24.2, "end_s": 24.6, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178945166831", "idx": 12, "speaker": "agent", "start_s": 25.2, "end_s": 28.8, "text_en": "Okay sir, got it, got it. Uh and monthly how much do you consume sir, material? Like", "text_native": "Okay sir, got it, got it. Uh and monthly how much do you consume sir, material? Like" }, { "ucid": "21112178945166831", "idx": 13, "speaker": "customer", "start_s": 28.8, "end_s": 29.3, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178945166831", "idx": 14, "speaker": "agent", "start_s": 29.5, "end_s": 31.4, "text_en": "How how much do you consume steel sir, mild steel?", "text_native": "How how much do you consume steel sir, mild steel?" }, { "ucid": "21112178945166831", "idx": 15, "speaker": "customer", "start_s": 31.8, "end_s": 34.4, "text_en": "Mild steel I consume about five to six ton right now.", "text_native": "Mild steel I consume about five to six ton right now." }, { "ucid": "21112178945166831", "idx": 16, "speaker": "agent", "start_s": 34.6, "end_s": 35.4, "text_en": "Five to six ton.", "text_native": "Five to six ton." }, { "ucid": "21112178945166831", "idx": 17, "speaker": "customer", "start_s": 35.6, "end_s": 39.4, "text_en": "And uh two ton, two to three ton uh SS and two to three ton aluminium.", "text_native": "And uh two ton, two to three ton uh SS and two to three ton aluminium." }, { "ucid": "21112178945166831", "idx": 18, "speaker": "agent", "start_s": 39.8, "end_s": 43.0, "text_en": "Okay. Actually sir we are providing only mild steel right now. Uh if you are you looking to buy", "text_native": "Okay. Actually sir we are providing only mild steel right now. Uh if you are you looking to buy" }, { "ucid": "21112178945166831", "idx": 19, "speaker": "customer", "start_s": 43.0, "end_s": 44.8, "text_en": "You are you are you are you are calling from JSW?", "text_native": "You are you are you are you are calling from JSW?" }, { "ucid": "21112178945166831", "idx": 20, "speaker": "agent", "start_s": 45.0, "end_s": 56.0, "text_en": "Yeah sir, JSW One actually. You were registered. Yeah, One. This is a B2B e-commerce platform. Basically we are like we are like a Amazon. We provide material with our app, via app. You can you can log in to our app and you can create a summary, uh like a cart requirement. And after creating it, we can a concern person like me will call back call you and ask you if this is the correct requirement. And we'll share you the rates, sir.", "text_native": "Yeah sir, JSW One actually. You were registered. Yeah, One. This is a B2B e-commerce platform. Basically we are like we are like a Amazon. We provide material with our app, via app. You can you can log in to our app and you can create a summary, uh like a cart requirement. And after creating it, we can a concern person like me will call back call you and ask you if this is the correct requirement. And we'll share you the rates, sir." }, { "ucid": "21112178945166831", "idx": 21, "speaker": "customer", "start_s": 56.2, "end_s": 57.8, "text_en": "And where I get from delivery?", "text_native": "And where I get from delivery?" }, { "ucid": "21112178945166831", "idx": 22, "speaker": "agent", "start_s": 58.3, "end_s": 100.4, "text_en": "Uh sir, uh which material do you require? I'll tell you on that.", "text_native": "Uh sir, uh which material do you require? I'll tell you on that." }, { "ucid": "21112178945166831", "idx": 23, "speaker": "customer", "start_s": 100.4, "end_s": 103.8, "text_en": "It is regularly 1.5, 2 mm CR and 2.5 mm HR.", "text_native": "It is regularly 1.5, 2 mm CR and 2.5 mm HR." }, { "ucid": "21112178945166831", "idx": 24, "speaker": "agent", "start_s": 104.4, "end_s": 105.8, "text_en": "Uh sir, is it HRPO or HR?", "text_native": "Uh sir, is it HRPO or HR?" }, { "ucid": "21112178945166831", "idx": 25, "speaker": "customer", "start_s": 106.0, "end_s": 107.4, "text_en": "HR. HR and HRPO both.", "text_native": "HR. HR and HRPO both." }, { "ucid": "21112178945166831", "idx": 26, "speaker": "agent", "start_s": 107.7, "end_s": 109.4, "text_en": "Okay sir. Mostly it will come from Taloja, sir.", "text_native": "Okay sir. Mostly it will come from Taloja, sir." }, { "ucid": "21112178945166831", "idx": 27, "speaker": "customer", "start_s": 109.8, "end_s": 112.4, "text_en": "It will come from Taloja. So basically minimum order quantity will be there.", "text_native": "It will come from Taloja. So basically minimum order quantity will be there." }, { "ucid": "21112178945166831", "idx": 28, "speaker": "agent", "start_s": 112.8, "end_s": 115.8, "text_en": "Uh sir, for CR it's three tons. CR and HRPO. For HR flat", "text_native": "Uh sir, for CR it's three tons. CR and HRPO. For HR flat" }, { "ucid": "21112178945166831", "idx": 29, "speaker": "customer", "start_s": 115.8, "end_s": 118.4, "text_en": "So it is not, so it is not at all this thing, worth for me.", "text_native": "So it is not, so it is not at all this thing, worth for me." }, { "ucid": "21112178945166831", "idx": 30, "speaker": "agent", "start_s": 118.8, "end_s": 120.2, "text_en": "Okay, okay. So actually yeah sir, I got it.", "text_native": "Okay, okay. So actually yeah sir, I got it." }, { "ucid": "21112178945166831", "idx": 31, "speaker": "customer", "start_s": 120.4, "end_s": 127.8, "text_en": "Because I I I do basically consume uh as and when required. Uh requirement comes, I purchase uh monthly twice with my regular traders or nearby traders.", "text_native": "Because I I I do basically consume uh as and when required. Uh requirement comes, I purchase uh monthly twice with my regular traders or nearby traders." }, { "ucid": "21112178945166831", "idx": 32, "speaker": "agent", "start_s": 128.4, "end_s": 131.4, "text_en": "Okay sir, no issues. Uh if in future if you have any emergency requirement, you can contact us.", "text_native": "Okay sir, no issues. Uh if in future if you have any emergency requirement, you can contact us." }, { "ucid": "21112178945166831", "idx": 33, "speaker": "customer", "start_s": 131.4, "end_s": 135.4, "text_en": "And and if if if I have uh I will have some requirement in bulk, I will definitely connect with you.", "text_native": "And and if if if I have uh I will have some requirement in bulk, I will definitely connect with you." }, { "ucid": "21112178945166831", "idx": 34, "speaker": "agent", "start_s": 135.8, "end_s": 138.0, "text_en": "Yes sir, sure. No worries. I will share you my contact details.", "text_native": "Yes sir, sure. No worries. I will share you my contact details." }, { "ucid": "21112178945166831", "idx": 35, "speaker": "customer", "start_s": 138.0, "end_s": 138.4, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178945166831", "idx": 36, "speaker": "agent", "start_s": 138.4, "end_s": 139.2, "text_en": "You can connect me.", "text_native": "You can connect me." }, { "ucid": "21112178945166831", "idx": 37, "speaker": "customer", "start_s": 139.2, "end_s": 139.8, "text_en": "Yes, please.", "text_native": "Yes, please." }, { "ucid": "21112178945166831", "idx": 38, "speaker": "agent", "start_s": 140.0, "end_s": 140.8, "text_en": "Thank you for your time.", "text_native": "Thank you for your time." }, { "ucid": "21112178945166831", "idx": 39, "speaker": "customer", "start_s": 141.0, "end_s": 142.4, "text_en": "Yes, sir. Thank you.", "text_native": "Yes, sir. Thank you." } ], "steps": [ { "ucid": "21112178945166831", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, good morning. This is Aditya from JSW One. Uh actually you were registered on our platform uh on Friday. That's that regarding that we have called you.", "comment": "The agent provided a warm welcome and stated the context of the call clearly without being pushy." }, { "ucid": "21112178945166831", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Are you speaking from Innovation Industry, sir?", "comment": "The agent only verified the company name, but failed to ask for the procurement city, decision-making involvement, or contact details." }, { "ucid": "21112178945166831", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 3, "evidence": "are you a manufacturer or a trader, sir?... What do you manufacture?... monthly how much do you consume sir, material?", "comment": "The agent asked about business type, end use, and monthly tonnage, but missed 5 other key discovery questions, including current brands and payment terms." }, { "ucid": "21112178945166831", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "This is a B2B e-commerce platform. Basically we are like we are like a Amazon. We provide material with our app, via app.", "comment": "The agent explained the platform concept simply when the customer asked where the delivery would come from." }, { "ucid": "21112178945166831", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "if in future if you have any emergency requirement, you can contact us.", "comment": "After the customer rejected the MOQ, the agent did not attempt to schedule a specific callback for a potential future bulk requirement." }, { "ucid": "21112178945166831", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will share you my contact details.", "comment": "The call ended with the agent offering his contact details, which is not one of the three required closure outcomes (quote, specific callback, walkthrough)." } ], "objections": [ { "ucid": "21112178945166831", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I purchase uh monthly twice with my regular traders or nearby traders.", "response": "Okay sir, no issues. Uh if in future if you have any emergency requirement, you can contact us." } ], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }