{ "ucid": "21112178953353941", "call_date": "2026-09-16", "start_time": "2026-09-16 10:08:59", "end_time": "2026-09-16 10:11:35", "duration_sec": 156, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "Interested", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6889a9da16483b37284ac8ecb237a4d8.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1801, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953353941__DIA6889a9da16483b37284ac8ecb237a4d8.mp3", "audio_bytes": 411264, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 137.088, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes? (हां जी?)\n[3s] AGENT: Yeah Rakesh ji, good morning. Ronak Mehta speaking from JSW One. You had made an inquiry regarding cements. (Yeah राकेश जी, good morning. रोनक मेहता बात कर रहा हूं JSW One से। आपने कुछ inquiry किया था regarding cements में।)\n[9s] AGENT: For Maa Vaishnav Constructions. (मां वैष्णव कंस्ट्रक्शंस के लिए।)\n[10s] CUSTOMER: Yes, that's absolutely right. (हां जी, बिल्कुल सही बात है।)\n[12s] AGENT: Yes, yes, yes sir. So like, where is your location? (जी जी जी सर। So like, कहां पे आपका लोकेशन है ये?)\n[15s] CUSTOMER: I was looking from Gurgaon. (ये मैं गुड़गांव से देख रहा था।)\n[16s] AGENT: From Gurgaon. And are you exactly trading or doing it for some manufacturing, how is it? (गुड़गांव से। और ये आप क्या exactly trading कर रहे हैं या कुछ manufacturing के लिए कर रहे, कैसा है?)\n[20s] CUSTOMER: Not for manufacturing, I was looking for B2B. (Manufacturing के लिए नहीं, मैं B2B के लिए देख रहा था।)\n[24s] AGENT: Okay. So do you only deal in cement or something like TMT bars or something in steel? (अच्छा। तो आप सिर्फ ये cement deal करते हैं या फिर ऐसे कुछ TMT bars हो गए या steel में कुछ हो गया?)\n[28s] CUSTOMER: Right now, I was only looking at cement. (अभी तो फिलहाल मैं cement से ही देख रहा था।)\n[30s] AGENT: Okay, because for now, my team is not looking at cements. I am looking at all of steels. Do you need something like TMT VMT bars? (Okay, because cements तो फिलहाल, cements तो फिलहाल मेरी टीम नहीं देख रही है। मैं पूरा steels देख रहा हूं। ऐसे कुछ TMT VMT bar लगते हैं आपको?)\n[36s] CUSTOMER: Yes, they are needed. (हां, लगते हैं जी।)\n[37s] AGENT: Is there any requirement coming up for you now? (कुछ requirement आ रही है अभी आपको?)\n[39s] CUSTOMER: Yes, actually I first wanted to know the price of cement, what the rate of cement is. (हां, actually मुझे ना पहले cement का price जानना था कि cement का क्या rate आ रहा है क्या।)\n[42s] AGENT: Okay. I will transfer your number to the cements team. So they will contact you in some time. (ठीक है। मैं ना आपका नंबर मैं आगे transfer कर दूंगा cements वाली टीम को। तो है ना वो आपसे contact करेंगी थोड़े टाइम में।)\n[46s] CUSTOMER: Okay. You also tell me about TMT, what it is, what its price etc. is. (ठीक है। आप TMT में भी बता दीजिएगा क्या है, क्या price वगेरा है उसके।)\n[50s] AGENT: See, for TMT it depends if you are taking primary, or you take secondary, which one do you take? Like... (TMT देखिए अभी depend करता है primary ले रहे हैं, secondary लेते हैं आप, कौनसा लेते हैं? Like...)\n[53s] CUSTOMER: Right now I was just planning, I don't take anything at the moment. (अभी तो फिलहाल मैं plan कर रहा था, अभी लेता मैं कुछ भी नहीं हूं।)\n[56s] AGENT: Okay. Okay, when you start, let me know. (अच्छा। ठीक है, जैसे आप start करते हैं तो मुझे बताइए।)\n[59s] CUSTOMER: Yes, I had to start, that's why I was looking. (हां, start करना था इसीलिए ही देख रहा था मैं।)\n[60s] AGENT: Hmm, you can do. You will also get JSW Neo Steel. If you need any other alternate brand, that is also onboarded with us. (हम्म, you can do। आपको JSW Neo Steel का भी मिल जाएगा। Alternate कोई दूसरा brand चाहिए, वो भी हमारे पास onboarded है।)\n[64s] CUSTOMER: So I will first compare the price with the market, only after that. (तो मैं पहले price market से compare करूंगा उसके बाद ही तो।)\n[67s] AGENT: Yes, that will work, no worries sir. So, I'll ping you and keep it on WhatsApp. When your plan is ready, because the prices are volatile. As soon as you need to purchase, I will give you the current rates and we can take the work forward. (हां, चलेगा, no worries सर। तो जैसे, मैं आपको ping करके रखता हूं WhatsApp पे। जैसे आपका plan हो जाए ना, क्योंकि prices जो है volatile है। जैसे ही आपको purchase करना रहेगा तो वैसे मैं आपको current rates देके हम आगे कर सकते हैं काम।)\n[74s] CUSTOMER: Yes. (जी।)\n[74s] AGENT: Okay? I'll keep you on WhatsApp. Okay? (ठीक है? मैं आपको WhatsApp करके रखता हूं। Okay?)\n[77s] CUSTOMER: Okay. (ठीक है जी।)\n[77s] AGENT: Okay, thank you Rakesh ji. (Okay, thank you राकेश जी।)\n[79s] CUSTOMER: Yes, welcome. (जी, welcome.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 30, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "30 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": 6.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When the customer said he would compare prices with the market, you should have introduced the concept of our all-inclusive 'landed cost' to frame the value conversation, rather than just deferring until he is ready to buy.", "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": 1, "material_detected": "cement", "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 inquired about cement for his construction business in Gurgaon. The agent clarified his team handles steel, not cement, and offered a transfer. The customer then asked about TMT, but as he was only in the initial planning stage, the agent agreed to connect on WhatsApp and provide a quote once the customer is ready to purchase.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had made an inquiry regarding cements.\", \"comment\": \"Agent correctly acknowledged the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So like, where is your location?\", \"comment\": \"Agent only revalidated the location but failed to confirm product, quantity, or timeline from the original inquiry.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"are you exactly trading or doing it for some manufacturing, how is it?\", \"comment\": \"Agent successfully identified the business type (construction) and attempted to understand current procurement, but missed monthly tonnage and payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"As soon as you need to purchase, I will give you the current rates and we can take the work forward.\", \"comment\": \"As the customer was only planning, the agent correctly set a clear next step for providing a price when the requirement becomes active.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you need something like TMT VMT bars?\", \"comment\": \"After learning the lead was for cement, the agent correctly pivoted to a relevant steel product without pitching the entire portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer said he would compare prices with the market, you should have introduced the concept of our all-inclusive 'landed cost' to frame the value conversation, rather than just deferring until he is ready to buy.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"cement\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"So I will first compare the price with the market, only after that.\", \"response\": \"Yes, that will work, no worries sir... because the prices are volatile. As soon as you need to purchase, I will give you the current rates and we can take the work forward.\"}], \"call_summary\": \"The customer inquired about cement for his construction business in Gurgaon. The agent clarified his team handles steel, not cement, and offered a transfer. The customer then asked about TMT, but as he was only in the initial planning stage, the agent agreed to connect on WhatsApp and provide a quote once the customer is ready to purchase.\"}", "error": null, "latency_ms": 35745, "input_tokens": 3830, "output_tokens": 811, "created_at": "2026-09-25 12:12:50", "sentiment": "neutral", "sentiment_score": -0.069, "sentiment_confidence": "high", "pos": 4, "neg": 15, "lex_hits": 16, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.673, "agent_talk_sec": 50.2, "customer_talk_sec": 24.4, "dead_air_sec": 81.4, "longest_monologue_sec": 7.5, "agent_wpm": 274.9, "interruptions": 0, "agent_turns": 15, "customer_turns": 15, "discovery_qs": 8, "words_agent": 230, "words_customer": 103, "monologue_heavy": 0, "turns": [ { "ucid": "21112178953353941", "idx": 0, "speaker": "customer", "start_s": 0.2, "end_s": 0.88, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178953353941", "idx": 1, "speaker": "agent", "start_s": 1.5, "end_s": 2.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178953353941", "idx": 2, "speaker": "customer", "start_s": 2.17, "end_s": 2.5, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178953353941", "idx": 3, "speaker": "agent", "start_s": 2.7, "end_s": 8.45, "text_en": "Yeah Rakesh ji, good morning. Ronak Mehta speaking from JSW One. You had made an inquiry regarding cements.", "text_native": "Yeah राकेश जी, good morning. रोनक मेहता बात कर रहा हूं JSW One से। आपने कुछ inquiry किया था regarding cements में।" }, { "ucid": "21112178953353941", "idx": 4, "speaker": "agent", "start_s": 8.6, "end_s": 10.4, "text_en": "For Maa Vaishnav Constructions.", "text_native": "मां वैष्णव कंस्ट्रक्शंस के लिए।" }, { "ucid": "21112178953353941", "idx": 5, "speaker": "customer", "start_s": 10.5, "end_s": 11.7, "text_en": "Yes, that's absolutely right.", "text_native": "हां जी, बिल्कुल सही बात है।" }, { "ucid": "21112178953353941", "idx": 6, "speaker": "agent", "start_s": 11.8, "end_s": 14.4, "text_en": "Yes, yes, yes sir. So like, where is your location?", "text_native": "जी जी जी सर। So like, कहां पे आपका लोकेशन है ये?" }, { "ucid": "21112178953353941", "idx": 7, "speaker": "customer", "start_s": 14.6, "end_s": 16.1, "text_en": "I was looking from Gurgaon.", "text_native": "ये मैं गुड़गांव से देख रहा था।" }, { "ucid": "21112178953353941", "idx": 8, "speaker": "agent", "start_s": 16.2, "end_s": 20.0, "text_en": "From Gurgaon. And are you exactly trading or doing it for some manufacturing, how is it?", "text_native": "गुड़गांव से। और ये आप क्या exactly trading कर रहे हैं या कुछ manufacturing के लिए कर रहे, कैसा है?" }, { "ucid": "21112178953353941", "idx": 9, "speaker": "customer", "start_s": 20.1, "end_s": 23.4, "text_en": "Not for manufacturing, I was looking for B2B.", "text_native": "Manufacturing के लिए नहीं, मैं B2B के लिए देख रहा था।" }, { "ucid": "21112178953353941", "idx": 10, "speaker": "agent", "start_s": 23.7, "end_s": 28.0, "text_en": "Okay. So do you only deal in cement or something like TMT bars or something in steel?", "text_native": "अच्छा। तो आप सिर्फ ये cement deal करते हैं या फिर ऐसे कुछ TMT bars हो गए या steel में कुछ हो गया?" }, { "ucid": "21112178953353941", "idx": 11, "speaker": "customer", "start_s": 28.1, "end_s": 30.0, "text_en": "Right now, I was only looking at cement.", "text_native": "अभी तो फिलहाल मैं cement से ही देख रहा था।" }, { "ucid": "21112178953353941", "idx": 12, "speaker": "agent", "start_s": 30.2, "end_s": 36.0, "text_en": "Okay, because for now, my team is not looking at cements. I am looking at all of steels. Do you need something like TMT VMT bars?", "text_native": "Okay, because cements तो फिलहाल, cements तो फिलहाल मेरी टीम नहीं देख रही है। मैं पूरा steels देख रहा हूं। ऐसे कुछ TMT VMT bar लगते हैं आपको?" }, { "ucid": "21112178953353941", "idx": 13, "speaker": "customer", "start_s": 36.1, "end_s": 37.0, "text_en": "Yes, they are needed.", "text_native": "हां, लगते हैं जी।" }, { "ucid": "21112178953353941", "idx": 14, "speaker": "agent", "start_s": 37.2, "end_s": 38.5, "text_en": "Is there any requirement coming up for you now?", "text_native": "कुछ requirement आ रही है अभी आपको?" }, { "ucid": "21112178953353941", "idx": 15, "speaker": "customer", "start_s": 38.6, "end_s": 41.5, "text_en": "Yes, actually I first wanted to know the price of cement, what the rate of cement is.", "text_native": "हां, actually मुझे ना पहले cement का price जानना था कि cement का क्या rate आ रहा है क्या।" }, { "ucid": "21112178953353941", "idx": 16, "speaker": "agent", "start_s": 41.8, "end_s": 46.4, "text_en": "Okay. I will transfer your number to the cements team. So they will contact you in some time.", "text_native": "ठीक है। मैं ना आपका नंबर मैं आगे transfer कर दूंगा cements वाली टीम को। तो है ना वो आपसे contact करेंगी थोड़े टाइम में।" }, { "ucid": "21112178953353941", "idx": 17, "speaker": "customer", "start_s": 46.5, "end_s": 49.5, "text_en": "Okay. You also tell me about TMT, what it is, what its price etc. is.", "text_native": "ठीक है। आप TMT में भी बता दीजिएगा क्या है, क्या price वगेरा है उसके।" }, { "ucid": "21112178953353941", "idx": 18, "speaker": "agent", "start_s": 49.6, "end_s": 53.0, "text_en": "See, for TMT it depends if you are taking primary, or you take secondary, which one do you take? Like...", "text_native": "TMT देखिए अभी depend करता है primary ले रहे हैं, secondary लेते हैं आप, कौनसा लेते हैं? Like..." }, { "ucid": "21112178953353941", "idx": 19, "speaker": "customer", "start_s": 53.2, "end_s": 56.0, "text_en": "Right now I was just planning, I don't take anything at the moment.", "text_native": "अभी तो फिलहाल मैं plan कर रहा था, अभी लेता मैं कुछ भी नहीं हूं।" }, { "ucid": "21112178953353941", "idx": 20, "speaker": "agent", "start_s": 56.1, "end_s": 58.5, "text_en": "Okay. Okay, when you start, let me know.", "text_native": "अच्छा। ठीक है, जैसे आप start करते हैं तो मुझे बताइए।" }, { "ucid": "21112178953353941", "idx": 21, "speaker": "customer", "start_s": 58.6, "end_s": 59.9, "text_en": "Yes, I had to start, that's why I was looking.", "text_native": "हां, start करना था इसीलिए ही देख रहा था मैं।" }, { "ucid": "21112178953353941", "idx": 22, "speaker": "agent", "start_s": 60.0, "end_s": 64.0, "text_en": "Hmm, you can do. You will also get JSW Neo Steel. If you need any other alternate brand, that is also onboarded with us.", "text_native": "हम्म, you can do। आपको JSW Neo Steel का भी मिल जाएगा। Alternate कोई दूसरा brand चाहिए, वो भी हमारे पास onboarded है।" }, { "ucid": "21112178953353941", "idx": 23, "speaker": "customer", "start_s": 64.2, "end_s": 67.0, "text_en": "So I will first compare the price with the market, only after that.", "text_native": "तो मैं पहले price market से compare करूंगा उसके बाद ही तो।" }, { "ucid": "21112178953353941", "idx": 24, "speaker": "agent", "start_s": 67.1, "end_s": 73.5, "text_en": "Yes, that will work, no worries sir. So, I'll ping you and keep it on WhatsApp. When your plan is ready, because the prices are volatile. As soon as you need to purchase, I will give you the current rates and we can take the work forward.", "text_native": "हां, चलेगा, no worries सर। तो जैसे, मैं आपको ping करके रखता हूं WhatsApp पे। जैसे आपका plan हो जाए ना, क्योंकि prices जो है volatile है। जैसे ही आपको purchase करना रहेगा तो वैसे मैं आपको current rates देके हम आगे कर सकते हैं काम।" }, { "ucid": "21112178953353941", "idx": 25, "speaker": "customer", "start_s": 73.6, "end_s": 74.0, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178953353941", "idx": 26, "speaker": "agent", "start_s": 74.2, "end_s": 76.5, "text_en": "Okay? I'll keep you on WhatsApp. Okay?", "text_native": "ठीक है? मैं आपको WhatsApp करके रखता हूं। Okay?" }, { "ucid": "21112178953353941", "idx": 27, "speaker": "customer", "start_s": 76.6, "end_s": 77.1, "text_en": "Okay.", "text_native": "ठीक है जी।" }, { "ucid": "21112178953353941", "idx": 28, "speaker": "agent", "start_s": 77.2, "end_s": 78.5, "text_en": "Okay, thank you Rakesh ji.", "text_native": "Okay, thank you राकेश जी।" }, { "ucid": "21112178953353941", "idx": 29, "speaker": "customer", "start_s": 78.6, "end_s": 79.5, "text_en": "Yes, welcome.", "text_native": "जी, welcome." } ], "steps": [ { "ucid": "21112178953353941", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You had made an inquiry regarding cements.", "comment": "Agent correctly acknowledged the customer's platform inquiry at the start of the call." }, { "ucid": "21112178953353941", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So like, where is your location?", "comment": "Agent only revalidated the location but failed to confirm product, quantity, or timeline from the original inquiry." }, { "ucid": "21112178953353941", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 2, "evidence": "are you exactly trading or doing it for some manufacturing, how is it?", "comment": "Agent successfully identified the business type (construction) and attempted to understand current procurement, but missed monthly tonnage and payment terms." }, { "ucid": "21112178953353941", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "As soon as you need to purchase, I will give you the current rates and we can take the work forward.", "comment": "As the customer was only planning, the agent correctly set a clear next step for providing a price when the requirement becomes active." }, { "ucid": "21112178953353941", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Do you need something like TMT VMT bars?", "comment": "After learning the lead was for cement, the agent correctly pivoted to a relevant steel product without pitching the entire portfolio." } ], "objections": [ { "ucid": "21112178953353941", "obj_type": "price", "state": "mishandled", "evidence": "So I will first compare the price with the market, only after that.", "response": "Yes, that will work, no worries sir... because the prices are volatile. As soon as you need to purchase, I will give you the current rates and we can take the work forward." } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }