{ "ucid": "21112178947027461", "call_date": "2026-09-15", "start_time": "2026-09-15 16:34:34", "end_time": "2026-09-15 16:36:37", "duration_sec": 123, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5ce6d21aaf17b70703e324693b86cbb2.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 30, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947027461__DIA5ce6d21aaf17b70703e324693b86cbb2.mp3", "audio_bytes": 304992, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 101.664, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Uh hello, good evening. Am I talking to Mr. Manish, Manish Chauhan?\n[5s] CUSTOMER: Yes.\n[6s] AGENT: Manish, hi, this is Hiran from JSW One platform. Uh, just wanted to check regarding your registration at our platform. Are you looking forward for any HR CR sheet or coil?\n[13s] CUSTOMER: Uh actually, the reason I logged in, I mean, it was for something else. Do you guys deal in spare parts from JSW? (Uh actually, maine jo isme login kiya hai na, matlab kisi aur cheez ke liye kiya hai. Spare part wagera nikalte hain kya JSW se?)\n[18s] AGENT: Spare parts? Which spare parts, sir? For steel or (Spare parts? Kaunsa spare parts, sir? Steel ka ya)\n[20s] CUSTOMER: Steel, the spare parts for a steel plant, for those. I mean, I did it as a vendor, for a mechanical vendor. (Steel, steel plant ke jo spare part hote hain na, unke liye. Matlab as a vendor kiya tha maine, mechanical vendor ke liye.)\n[23s] AGENT: Uh no sir, we don't do spare parts like that. We mostly do HR CR sheet and coil and TMT bars. And PPGL GI sheets. (Uh nahi sir, aisa spare parts nahi karte. Hum zyada jo HR CR sheet aur coil aur TMT bars pe karte hain. Aur PPGL GI sheets ka.)\n[29s] CUSTOMER: Okay. So you mean you supply the fresh items on it, right? (Achcha. Toh aap matlab jo fresh item hote hain, woh supply karte ho na uss pe?)\n[32s] AGENT: Correct. The ones that are raw materials, those. Like sheet, coil, that's what we supply. (Correct. Woh jo raw material hote hain na, woh. Waise sheet, coil, waise hi supply karte hain hum.)\n[36s] CUSTOMER: So what margin do you give from the market? (Toh aap market se kya margin de dete ho?)\n[38s] AGENT: Uh sir, for our HR, what happens is when traders and vendors buy from us, they add a margin and see. But in HR, we... we have the best price. In the market price, from the market price, uh, it's a hundred rupees, two hundred rupees less. But for PPGL GI... (Uh sir, hamara HR ka kya hai ki jab traders aur vendors hamare se lete, woh log margin add karke dekhte hain. Lekin HR mein hum, hamara hi toh best price hota hai. Market price mein, market price se uh, sau rupaye, do sau rupaye ka kam hota hai. Lekin PPGL GI ka toh)\n[47s] CUSTOMER: Per ton? (Per ton ka?)\n[48s] AGENT: Per ton. (Per ton ka.)\n[49s] CUSTOMER: Per ton. (Per ton ka.)\n[50s] AGENT: Yes. But for CR and GPGI, it's almost competitive with the market price. (Haan. Lekin CR aur GPGI ka toh almost market price se competitive hota hai.)\n[53s] CUSTOMER: Okay, okay. (Achcha, achcha.)\n[55s] AGENT: Yes. (Haan ji.)\n[56s] CUSTOMER: Alright, it's okay sir. If there's a requirement, I will tell you, okay? (Chaliye theek hai sir. Requirement hoga toh main bataunga aapko, hai na?)\n[58s] AGENT: Okay sir, that'll work. Thank you so much. (Theek hai sir, chalega. Thank you so much.)\n[60s] CUSTOMER: Okay.\n[60s] AGENT: Yeah.\n[61s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 23, "connected": 1, "audio_notes": "clear: The call is a mix of Hindi and English (Hinglish), with technical terms often in English.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "23 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": 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 says they will call back if a need arises, you should still attempt to schedule a specific, low-pressure check-in call for a future date.", "usp_relevance": "matched", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "spare parts", "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, a mechanical vendor, registered to inquire about spare parts for a steel plant. The agent correctly identified this as a product not sold by JSW One and clarified the platform's actual offerings (HR/CR, TMT). The call ended politely with the customer stating they would call back if a relevant need arose, but no specific next step was established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Manish, hi, this is Hiran from JSW One platform. Uh, just wanted to check regarding your registration at our platform.\", \"comment\": \"The agent provided a polite and professional opening, stating their name, company, and the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name before the conversation was diverted by the customer's query for a wrong product.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was derailed from the start as the customer was looking for spare parts, a product not sold on the platform, so no discovery was possible.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh no sir, we don't do spare parts like that. We mostly do HR CR sheet and coil and TMT bars. And PPGL GI sheets.\", \"comment\": \"The agent correctly explained the products the platform does offer after clarifying the customer was looking for a product not in the catalogue.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent accepted a vague \\\"If there's a requirement, I will tell you\\\" instead of scheduling a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a walkthrough scheduled; it was a polite but non-committal closing.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer says they will call back if a need arises, you should still attempt to schedule a specific, low-pressure check-in call for a future date.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"spare parts\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"So what margin do you give from the market?\", \"response\": \"But in HR, we... we have the best price. In the market price, from the market price, uh, it's a hundred rupees, two hundred rupees less.\"}], \"call_summary\": \"The customer, a mechanical vendor, registered to inquire about spare parts for a steel plant. The agent correctly identified this as a product not sold by JSW One and clarified the platform's actual offerings (HR/CR, TMT). The call ended politely with the customer stating they would call back if a relevant need arose, but no specific next step was established.\"}", "error": null, "latency_ms": 43769, "input_tokens": 3508, "output_tokens": 888, "created_at": "2026-09-25 10:45:06", "sentiment": "positive", "sentiment_score": 0.408, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.657, "agent_talk_sec": 35.2, "customer_talk_sec": 18.4, "dead_air_sec": 69.4, "longest_monologue_sec": 8.6, "agent_wpm": 286.4, "interruptions": 0, "agent_turns": 11, "customer_turns": 12, "discovery_qs": 4, "words_agent": 168, "words_customer": 89, "monologue_heavy": 0, "turns": [ { "ucid": "21112178947027461", "idx": 0, "speaker": "customer", "start_s": 0.48, "end_s": 1.01, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178947027461", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 4.4, "text_en": "Uh hello, good evening. Am I talking to Mr. Manish, Manish Chauhan?", "text_native": "Uh hello, good evening. Am I talking to Mr. Manish, Manish Chauhan?" }, { "ucid": "21112178947027461", "idx": 2, "speaker": "customer", "start_s": 4.86, "end_s": 5.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947027461", "idx": 3, "speaker": "agent", "start_s": 5.66, "end_s": 12.38, "text_en": "Manish, hi, this is Hiran from JSW One platform. Uh, just wanted to check regarding your registration at our platform. Are you looking forward for any HR CR sheet or coil?", "text_native": "Manish, hi, this is Hiran from JSW One platform. Uh, just wanted to check regarding your registration at our platform. Are you looking forward for any HR CR sheet or coil?" }, { "ucid": "21112178947027461", "idx": 4, "speaker": "customer", "start_s": 12.9, "end_s": 17.3, "text_en": "Uh actually, the reason I logged in, I mean, it was for something else. Do you guys deal in spare parts from JSW?", "text_native": "Uh actually, maine jo isme login kiya hai na, matlab kisi aur cheez ke liye kiya hai. Spare part wagera nikalte hain kya JSW se?" }, { "ucid": "21112178947027461", "idx": 5, "speaker": "agent", "start_s": 17.66, "end_s": 19.6, "text_en": "Spare parts? Which spare parts, sir? For steel or", "text_native": "Spare parts? Kaunsa spare parts, sir? Steel ka ya" }, { "ucid": "21112178947027461", "idx": 6, "speaker": "customer", "start_s": 19.6, "end_s": 22.88, "text_en": "Steel, the spare parts for a steel plant, for those. I mean, I did it as a vendor, for a mechanical vendor.", "text_native": "Steel, steel plant ke jo spare part hote hain na, unke liye. Matlab as a vendor kiya tha maine, mechanical vendor ke liye." }, { "ucid": "21112178947027461", "idx": 7, "speaker": "agent", "start_s": 23.2, "end_s": 29.1, "text_en": "Uh no sir, we don't do spare parts like that. We mostly do HR CR sheet and coil and TMT bars. And PPGL GI sheets.", "text_native": "Uh nahi sir, aisa spare parts nahi karte. Hum zyada jo HR CR sheet aur coil aur TMT bars pe karte hain. Aur PPGL GI sheets ka." }, { "ucid": "21112178947027461", "idx": 8, "speaker": "customer", "start_s": 29.1, "end_s": 31.9, "text_en": "Okay. So you mean you supply the fresh items on it, right?", "text_native": "Achcha. Toh aap matlab jo fresh item hote hain, woh supply karte ho na uss pe?" }, { "ucid": "21112178947027461", "idx": 9, "speaker": "agent", "start_s": 32.0, "end_s": 35.2, "text_en": "Correct. The ones that are raw materials, those. Like sheet, coil, that's what we supply.", "text_native": "Correct. Woh jo raw material hote hain na, woh. Waise sheet, coil, waise hi supply karte hain hum." }, { "ucid": "21112178947027461", "idx": 10, "speaker": "customer", "start_s": 36.0, "end_s": 37.8, "text_en": "So what margin do you give from the market?", "text_native": "Toh aap market se kya margin de dete ho?" }, { "ucid": "21112178947027461", "idx": 11, "speaker": "agent", "start_s": 38.2, "end_s": 46.8, "text_en": "Uh sir, for our HR, what happens is when traders and vendors buy from us, they add a margin and see. But in HR, we... we have the best price. In the market price, from the market price, uh, it's a hundred rupees, two hundred rupees less. But for PPGL GI...", "text_native": "Uh sir, hamara HR ka kya hai ki jab traders aur vendors hamare se lete, woh log margin add karke dekhte hain. Lekin HR mein hum, hamara hi toh best price hota hai. Market price mein, market price se uh, sau rupaye, do sau rupaye ka kam hota hai. Lekin PPGL GI ka toh" }, { "ucid": "21112178947027461", "idx": 12, "speaker": "customer", "start_s": 46.8, "end_s": 47.6, "text_en": "Per ton?", "text_native": "Per ton ka?" }, { "ucid": "21112178947027461", "idx": 13, "speaker": "agent", "start_s": 47.9, "end_s": 48.5, "text_en": "Per ton.", "text_native": "Per ton ka." }, { "ucid": "21112178947027461", "idx": 14, "speaker": "customer", "start_s": 49.2, "end_s": 49.8, "text_en": "Per ton.", "text_native": "Per ton ka." }, { "ucid": "21112178947027461", "idx": 15, "speaker": "agent", "start_s": 50.0, "end_s": 53.2, "text_en": "Yes. But for CR and GPGI, it's almost competitive with the market price.", "text_native": "Haan. Lekin CR aur GPGI ka toh almost market price se competitive hota hai." }, { "ucid": "21112178947027461", "idx": 16, "speaker": "customer", "start_s": 53.2, "end_s": 54.2, "text_en": "Okay, okay.", "text_native": "Achcha, achcha." }, { "ucid": "21112178947027461", "idx": 17, "speaker": "agent", "start_s": 55.2, "end_s": 55.5, "text_en": "Yes.", "text_native": "Haan ji." }, { "ucid": "21112178947027461", "idx": 18, "speaker": "customer", "start_s": 55.9, "end_s": 58.1, "text_en": "Alright, it's okay sir. If there's a requirement, I will tell you, okay?", "text_native": "Chaliye theek hai sir. Requirement hoga toh main bataunga aapko, hai na?" }, { "ucid": "21112178947027461", "idx": 19, "speaker": "agent", "start_s": 58.2, "end_s": 59.8, "text_en": "Okay sir, that'll work. Thank you so much.", "text_native": "Theek hai sir, chalega. Thank you so much." }, { "ucid": "21112178947027461", "idx": 20, "speaker": "customer", "start_s": 59.8, "end_s": 60.1, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178947027461", "idx": 21, "speaker": "agent", "start_s": 60.1, "end_s": 60.4, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178947027461", "idx": 22, "speaker": "customer", "start_s": 60.6, "end_s": 61.0, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178947027461", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Manish, hi, this is Hiran from JSW One platform. Uh, just wanted to check regarding your registration at our platform.", "comment": "The agent provided a polite and professional opening, stating their name, company, and the reason for the call." }, { "ucid": "21112178947027461", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the customer's name before the conversation was diverted by the customer's query for a wrong product." }, { "ucid": "21112178947027461", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was derailed from the start as the customer was looking for spare parts, a product not sold on the platform, so no discovery was possible." }, { "ucid": "21112178947027461", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh no sir, we don't do spare parts like that. We mostly do HR CR sheet and coil and TMT bars. And PPGL GI sheets.", "comment": "The agent correctly explained the products the platform does offer after clarifying the customer was looking for a product not in the catalogue." }, { "ucid": "21112178947027461", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent accepted a vague \"If there's a requirement, I will tell you\" instead of scheduling a specific callback date." }, { "ucid": "21112178947027461", "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 without a quote, a specific callback date, or a walkthrough scheduled; it was a polite but non-committal closing." } ], "objections": [ { "ucid": "21112178947027461", "obj_type": "price", "state": "handled", "evidence": "So what margin do you give from the market?", "response": "But in HR, we... we have the best price. In the market price, from the market price, uh, it's a hundred rupees, two hundred rupees less." } ], "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": [] }