{ "ucid": "21112178953770571", "call_date": "2026-09-16", "start_time": "2026-09-16 11:18:25", "end_time": "2026-09-16 11:19:31", "duration_sec": 66, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA85120bf35939f7d1acafc433a2980740.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1782, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953770571__DIA85120bf35939f7d1acafc433a2980740.mp3", "audio_bytes": 148608, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 49.536, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Its meeting was done yesterday, hello. (તેની બેઠકે કાલ થઈ ગયું હાલો)\n[2s] AGENT: Yes. (હાજી.)\n[3s] AGENT: Sainath ji, Ronak Kaka speaking from JSW One. Do you have any requirement coming up? In HR, in CR? (साईनाथ जी, रोनक काका बात कर रहा हूं मैं JSW One से। कुछ भी रिक्वायरमेंट आ रहा है आपको? HR में, CR में?)\n[8s] CUSTOMER: No sir, not right now. (नहीं सर, अभी नहीं है।)\n[9s] AGENT: Are you not dealing in sheets and all? Or has your procurement been done? (शीट्स वीट्स में डील नहीं कर रहे क्या? या फिर प्रोक्योरमेंट हो गया है आपका?)\n[12s] CUSTOMER: Yes but I am using ship's material right now. (हां पण मैं अभी शिप का माल यूज कर रहा हूं।)\n[14s] AGENT: Which one? (कौनसा?)\n[15s] CUSTOMER: Ship's, MS, Alankar plate. (शिप का, MS का, अलंकार प्लेट का।)\n[17s] AGENT: Okay. So like what is your monthly requirement? How much is purchased? (ओके। तो लाइक कितना रिक्वायरमेंट पड़ता है आपको महीने का? कितना परचेस होता है?)\n[21s] CUSTOMER: 100-150 tons per month. 150 tons. (महीने का 100-150 टन। 150 टन के।)\n[23s] AGENT: Try it with JSW once. We also have SAIL, NMDC onboarded with us. (एक बार JSW के साथ भी करके देखिए ना। हमारे पास भी SAIL, NMDC भी ऑनबोर्डेड है।)\n[26s] CUSTOMER: Hmm. (हम्म।)\n[27s] AGENT: So if you need an alternate, if there is some effect in pricing, I will get that done too. (तो ऑल्टरनेट अगर आपको चाहिए रहेगा, प्राइसिंग में कुछ अफेक्ट होता है, वो भी कराके दे दूंगा।)\n[30s] CUSTOMER: Okay, so I will call you tomorrow. I am at an event today, that's why. (ठीक है तो मैं कल आपको करता हूं। आज एक थोड़ा प्रसंग में हूं इसलिए।)\n[33s] AGENT: Okay, okay. That will work. Your (ठीक है, ठीक है। चलेगा। आपका)", "language": "Hindi", "languages": "[\"Hindi\", \"English\", \"Gujarati\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: The call begins with a brief snippet of a background conversation in Gujarati before the main interaction starts.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 6.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\"]", "pitch_coaching_note": "You successfully identified the monthly tonnage, but missed key discovery questions like what they manufacture and their end applications, which would help you build a stronger pitch for the follow-up call.", "usp_relevance": "matched", "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 agent connected with a potential manufacturing customer using 100-150 MT/month of ship's material (MS/Alankar plate). The customer had no immediate requirement and was busy at an event. A next step was agreed for the customer to call the agent back the following day.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sainath ji, Ronak Kaka speaking from JSW One.\", \"comment\": \"Agent introduced himself, the company, and used the customer's name, then correctly handled the customer's statement about being busy.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"what is your monthly requirement? How much is purchased?\", \"comment\": \"Agent only asked about monthly tonnage and current material type, missing 4 of the 6 key discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So if you need an alternate, if there is some effect in pricing, I will get that done too.\", \"comment\": \"Agent correctly pitched on price/alternatives after the customer mentioned using price-sensitive 'ship's material'.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement coming up? In HR, in CR?\", \"comment\": \"Agent correctly asked for a current requirement and accepted the customer's 'no'.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, okay. That will work.\", \"comment\": \"Agent accepted the customer's proposal to call back the next day, establishing a clear next step.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You successfully identified the monthly tonnage, but missed key discovery questions like what they manufacture and their end applications, which would help you build a stronger pitch for the follow-up call.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"I am using ship's material right now.\", \"response\": \"Try it with JSW once.\"}], \"call_summary\": \"The agent connected with a potential manufacturing customer using 100-150 MT/month of ship's material (MS/Alankar plate). The customer had no immediate requirement and was busy at an event. A next step was agreed for the customer to call the agent back the following day.\"}", "error": null, "latency_ms": 34819, "input_tokens": 3109, "output_tokens": 825, "created_at": "2026-09-25 12:12:01", "sentiment": "neutral", "sentiment_score": 0.086, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.611, "agent_talk_sec": 19.3, "customer_talk_sec": 12.3, "dead_air_sec": 34.4, "longest_monologue_sec": 5.1, "agent_wpm": 267.4, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 7, "words_agent": 86, "words_customer": 47, "monologue_heavy": 0, "turns": [ { "ucid": "21112178953770571", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 2.13, "text_en": "Its meeting was done yesterday, hello.", "text_native": "તેની બેઠકે કાલ થઈ ગયું હાલો" }, { "ucid": "21112178953770571", "idx": 1, "speaker": "agent", "start_s": 2.13, "end_s": 2.43, "text_en": "Yes.", "text_native": "હાજી." }, { "ucid": "21112178953770571", "idx": 2, "speaker": "agent", "start_s": 2.7, "end_s": 7.5, "text_en": "Sainath ji, Ronak Kaka speaking from JSW One. Do you have any requirement coming up? In HR, in CR?", "text_native": "साईनाथ जी, रोनक काका बात कर रहा हूं मैं JSW One से। कुछ भी रिक्वायरमेंट आ रहा है आपको? HR में, CR में?" }, { "ucid": "21112178953770571", "idx": 3, "speaker": "customer", "start_s": 7.7, "end_s": 8.9, "text_en": "No sir, not right now.", "text_native": "नहीं सर, अभी नहीं है।" }, { "ucid": "21112178953770571", "idx": 4, "speaker": "agent", "start_s": 9.0, "end_s": 11.4, "text_en": "Are you not dealing in sheets and all? Or has your procurement been done?", "text_native": "शीट्स वीट्स में डील नहीं कर रहे क्या? या फिर प्रोक्योरमेंट हो गया है आपका?" }, { "ucid": "21112178953770571", "idx": 5, "speaker": "customer", "start_s": 11.7, "end_s": 13.8, "text_en": "Yes but I am using ship's material right now.", "text_native": "हां पण मैं अभी शिप का माल यूज कर रहा हूं।" }, { "ucid": "21112178953770571", "idx": 6, "speaker": "agent", "start_s": 14.1, "end_s": 14.5, "text_en": "Which one?", "text_native": "कौनसा?" }, { "ucid": "21112178953770571", "idx": 7, "speaker": "customer", "start_s": 14.7, "end_s": 16.5, "text_en": "Ship's, MS, Alankar plate.", "text_native": "शिप का, MS का, अलंकार प्लेट का।" }, { "ucid": "21112178953770571", "idx": 8, "speaker": "agent", "start_s": 17.2, "end_s": 20.5, "text_en": "Okay. So like what is your monthly requirement? How much is purchased?", "text_native": "ओके। तो लाइक कितना रिक्वायरमेंट पड़ता है आपको महीने का? कितना परचेस होता है?" }, { "ucid": "21112178953770571", "idx": 9, "speaker": "customer", "start_s": 20.8, "end_s": 22.9, "text_en": "100-150 tons per month. 150 tons.", "text_native": "महीने का 100-150 टन। 150 टन के।" }, { "ucid": "21112178953770571", "idx": 10, "speaker": "agent", "start_s": 23.0, "end_s": 26.2, "text_en": "Try it with JSW once. We also have SAIL, NMDC onboarded with us.", "text_native": "एक बार JSW के साथ भी करके देखिए ना। हमारे पास भी SAIL, NMDC भी ऑनबोर्डेड है।" }, { "ucid": "21112178953770571", "idx": 11, "speaker": "customer", "start_s": 26.5, "end_s": 26.9, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178953770571", "idx": 12, "speaker": "agent", "start_s": 27.2, "end_s": 30.4, "text_en": "So if you need an alternate, if there is some effect in pricing, I will get that done too.", "text_native": "तो ऑल्टरनेट अगर आपको चाहिए रहेगा, प्राइसिंग में कुछ अफेक्ट होता है, वो भी कराके दे दूंगा।" }, { "ucid": "21112178953770571", "idx": 13, "speaker": "customer", "start_s": 30.5, "end_s": 33.1, "text_en": "Okay, so I will call you tomorrow. I am at an event today, that's why.", "text_native": "ठीक है तो मैं कल आपको करता हूं। आज एक थोड़ा प्रसंग में हूं इसलिए।" }, { "ucid": "21112178953770571", "idx": 14, "speaker": "agent", "start_s": 33.4, "end_s": 35.1, "text_en": "Okay, okay. That will work. Your", "text_native": "ठीक है, ठीक है। चलेगा। आपका" } ], "steps": [ { "ucid": "21112178953770571", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sainath ji, Ronak Kaka speaking from JSW One.", "comment": "Agent introduced himself, the company, and used the customer's name, then correctly handled the customer's statement about being busy." }, { "ucid": "21112178953770571", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements." }, { "ucid": "21112178953770571", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "what is your monthly requirement? How much is purchased?", "comment": "Agent only asked about monthly tonnage and current material type, missing 4 of the 6 key discovery questions." }, { "ucid": "21112178953770571", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "So if you need an alternate, if there is some effect in pricing, I will get that done too.", "comment": "Agent correctly pitched on price/alternatives after the customer mentioned using price-sensitive 'ship's material'." }, { "ucid": "21112178953770571", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement coming up? In HR, in CR?", "comment": "Agent correctly asked for a current requirement and accepted the customer's 'no'." }, { "ucid": "21112178953770571", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay, okay. That will work.", "comment": "Agent accepted the customer's proposal to call back the next day, establishing a clear next step." } ], "objections": [ { "ucid": "21112178953770571", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "I am using ship's material right now.", "response": "Try it with JSW once." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)" ], "objection_phrases_list": [] }