{ "ucid": "21112178954396551", "call_date": "2026-09-16", "start_time": "2026-09-16 13:02:45", "end_time": "2026-09-16 13:04:42", "duration_sec": 117, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA92cafad190fcd303c5f67ff4edda565d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1745, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954396551__DIA92cafad190fcd303c5f67ff4edda565d.mp3", "audio_bytes": 310824, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 103.608, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] AGENT: Hello? (हॅलो?)\n[3s] CUSTOMER: Yes? (जी?)\n[3s] AGENT: Yes Khan ji, this is Sudeep speaking from JSW One MSME. (हां खान जी, सुदीप बोल रहा हूं JSW One MSME से।)\n[6s] CUSTOMER: Tell me, sir. (बोलिए सर।)\n[6s] AGENT: Your company MK Sealing System was registered on the portal, sir. I had to follow up regarding steel procurement, sir. I wanted to understand, do we have any requirement for steel right now, sir? (ये आपकी कंपनी MK Sealing System रजिस्टर्ड थी सर पोर्टल पर। स्टील प्रोक्योरमेंट को लेके फॉलो अप करना था सर। कुछ समझना था अभी कुछ स्टील में रिक्वायरमेंट है क्या सर अपने को?)\n[13s] CUSTOMER: Actually, there is a requirement, but what's happening is our rate isn't matching, man. The people outside in Taloja, the retailers, there's a difference between their rate and your rate. I've been searching since day one. As for the requirement, I am purchasing material worth one CR this month regularly. Even today, material arrived, it's being unloaded. But there's a bit of a mistake with our rate, friend. (एक्चुअली रिक्वायरमेंट तो रहता है लेकिन वो क्या हो रहा है अपना रेट ही नहीं जम पा रहा है ना यार। आउटर जो तलोजा में लोग हैं, रिटेलर, उनका और आपके रेट में फरक आ रहा है। डे वन से सर्च कर रहा हूं। रिक्वायरमेंट तो वैसे वन सीआर का मटेरियल तो ये महीने परचेस कर रहा हूं मैं रेगुलर। आज भी मटेरियल आया, अनलोडिंग हो रहा है। लेकिन अपना रेट का थोड़ा सा मिस्टेक हो रहा है दोस्त।)\n[24s] AGENT: In the rate, a little... (रेट में थोड़ा...)\n[25s] CUSTOMER: There's a big difference in the material from Tata and JSW, and it's becoming difficult to explain to the customer. They want it cheap, they have nothing to do with JSW or Tata, right? (Tata और JSW के मटेरियल में काफी डिफरेंस आ रहा है और कस्टमर को समझाना मुश्किल हो रहा है। उनको चाहिए सस्ता, उनको JSW और Tata से कोई लेना देना नहीं है ना।)\n[31s] AGENT: Any price will work for them, but they want better pricing. And the price that comes from our end is always on the higher side for you, right? (कोई भी प्राइस में चलेगा उनको, बट प्राइसिंग उनको बेटर चाहिए। और हमारे एंड से जो प्राइस आ रही है वो हमेशा आपको हायर साइड पे आती है, बराबर?)\n[36s] CUSTOMER: Yes sir, yes sir. This has been the problem since day one. Otherwise, this mistake wouldn't have happened. Our purchasing would have started from the time we registered, boss. It would have started, sir. For instance, I have already taken material worth 10 CR from someone else. I have their ledger too. I even told your department that this kind of error is happening. But now, you have a certain quality, you have a name, so nothing can be done about that, right boss? Right. That's our compulsion, otherwise we registered to work with you only. (यस सर, यस सर। डे वन से यही प्रॉब्लम आ रहा है। नहीं तो ये मिस्टेक ही नहीं होता। अपना जब रजिस्टर्ड हुआ था तब से अपना परचेस चालू होता बॉस। चालू हो जाता सर। जैसे तो एक दस सीआर का मटेरियल मैं किसी और से ले चुका हूं। उनका लेजर भी मेरे पास है। आपके डिपार्टमेंट को बोला भी मैंने कि ऐसे-ऐसे एरर आ रहा है। लेकिन अभी आपका एक क्वालिटी है, आपका एक नाम है, तो उसमें कुछ ये हो नहीं सकता ना बॉस। बराबर। वो हमारी मजबूरी है, नहीं तो हमने रजिस्टर किया था आपके साथ काम ही करने के लिए।)\n[50s] AGENT: Okay, I understood, sir. Okay, let's go. (ठीक है, समझ गया सर मैं। ओके, चलो।)\n[52s] CUSTOMER: If there's anything, sir, I will update you immediately. (कुछ भी रहा तो सर, तुरंत आपको ही अपडेट करूंगा।)\n[54s] AGENT: Absolutely, absolutely. I am WhatsApping you my number, Khan sir. This is a system number. So the number I will WhatsApp from, save that number under the name Sudeep. Okay? (बिलकुल, बिलकुल। मेरा नंबर मैं आपको WhatsApp कर रहा हूं खान सर। ये सिस्टम का नंबर है। तो जो WhatsApp करूंगा ना, वो नंबर सेव कर लो सुदीप नाम से। ओके?)\n[59s] CUSTOMER: Sudeep sir? (सुदीप सर?)\n[60s] AGENT: Yes, the name is Sudeep Kadam. Mumbai head office. (हां, सुदीप कदम नाम है। मुंबई हेड ऑफिस।)\n[62s] CUSTOMER: Okay, okay dear, okay. (ओके, ओके डिअर, ओके।)\n[63s] AGENT: Okay sir, okay. Okay, thank you. (ओके सर, ओके। ओके, थैंक यू।)\n[64s] CUSTOMER: Thank you. (थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: There is a faint sound of another person speaking in the background on the agent's side at the beginning, but it does not interfere with the main conversation.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When the customer raises a price objection, instead of agreeing, you must counter by asking for a specific size to quote a *landed* price, highlighting that our all-inclusive price is often more competitive than a retailer's base price plus hidden costs.", "usp_relevance": "none", "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 called a registered lead to check for requirements. The customer, a large-volume manufacturer, immediately raised a strong objection about JSW One's pricing being higher than local Taloja retailers. The agent acknowledged the price issue but did not attempt to handle the objection or discover specific requirements, ending the call by offering to send his contact number.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted, used the customer's name and identified JSW, but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions; the customer volunteered all information.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched in response to the customer's price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"do we have any requirement for steel right now, sir?\", \"comment\": \"Agent asked if a requirement existed but did not attempt to capture any details (grade, size, qty) when the customer confirmed one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only offered to send his number and did not establish a concrete next step for a quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer raises a price objection, instead of agreeing, you must counter by asking for a specific size to quote a *landed* price, highlighting that our all-inclusive price is often more competitive than a retailer's base price plus hidden costs.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"what's happening is our rate isn't matching, man. The people outside in Taloja, the retailers, there's a difference between their rate and your rate.\", \"response\": \"And our end से जो प्राइस आ रही है वो हमेशा आपको हायर साइड पे आती है, बराबर?\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I have already taken material worth 10 CR from someone else.\", \"response\": \"ठीक है, समझ गया सर मैं। ओके, चलो।\"}], \"call_summary\": \"The agent called a registered lead to check for requirements. The customer, a large-volume manufacturer, immediately raised a strong objection about JSW One's pricing being higher than local Taloja retailers. The agent acknowledged the price issue but did not attempt to handle the objection or discover specific requirements, ending the call by offering to send his contact number.\"}", "error": null, "latency_ms": 38006, "input_tokens": 3696, "output_tokens": 892, "created_at": "2026-09-25 12:10:26", "sentiment": "neutral", "sentiment_score": 0.078, "sentiment_confidence": "high", "pos": 6, "neg": 4, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.391, "agent_talk_sec": 23.3, "customer_talk_sec": 36.3, "dead_air_sec": 57.4, "longest_monologue_sec": 5.9, "agent_wpm": 337.3, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 4, "words_agent": 131, "words_customer": 219, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954396551", "idx": 0, "speaker": "agent", "start_s": 1.88, "end_s": 2.29, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178954396551", "idx": 1, "speaker": "customer", "start_s": 2.7, "end_s": 2.96, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178954396551", "idx": 2, "speaker": "agent", "start_s": 3.26, "end_s": 5.3, "text_en": "Yes Khan ji, this is Sudeep speaking from JSW One MSME.", "text_native": "हां खान जी, सुदीप बोल रहा हूं JSW One MSME से।" }, { "ucid": "21112178954396551", "idx": 3, "speaker": "customer", "start_s": 5.67, "end_s": 6.13, "text_en": "Tell me, sir.", "text_native": "बोलिए सर।" }, { "ucid": "21112178954396551", "idx": 4, "speaker": "agent", "start_s": 6.4, "end_s": 12.3, "text_en": "Your company MK Sealing System was registered on the portal, sir. I had to follow up regarding steel procurement, sir. I wanted to understand, do we have any requirement for steel right now, sir?", "text_native": "ये आपकी कंपनी MK Sealing System रजिस्टर्ड थी सर पोर्टल पर। स्टील प्रोक्योरमेंट को लेके फॉलो अप करना था सर। कुछ समझना था अभी कुछ स्टील में रिक्वायरमेंट है क्या सर अपने को?" }, { "ucid": "21112178954396551", "idx": 5, "speaker": "customer", "start_s": 12.79, "end_s": 24.1, "text_en": "Actually, there is a requirement, but what's happening is our rate isn't matching, man. The people outside in Taloja, the retailers, there's a difference between their rate and your rate. I've been searching since day one. As for the requirement, I am purchasing material worth one CR this month regularly. Even today, material arrived, it's being unloaded. But there's a bit of a mistake with our rate, friend.", "text_native": "एक्चुअली रिक्वायरमेंट तो रहता है लेकिन वो क्या हो रहा है अपना रेट ही नहीं जम पा रहा है ना यार। आउटर जो तलोजा में लोग हैं, रिटेलर, उनका और आपके रेट में फरक आ रहा है। डे वन से सर्च कर रहा हूं। रिक्वायरमेंट तो वैसे वन सीआर का मटेरियल तो ये महीने परचेस कर रहा हूं मैं रेगुलर। आज भी मटेरियल आया, अनलोडिंग हो रहा है। लेकिन अपना रेट का थोड़ा सा मिस्टेक हो रहा है दोस्त।" }, { "ucid": "21112178954396551", "idx": 6, "speaker": "agent", "start_s": 24.1, "end_s": 24.7, "text_en": "In the rate, a little...", "text_native": "रेट में थोड़ा..." }, { "ucid": "21112178954396551", "idx": 7, "speaker": "customer", "start_s": 24.7, "end_s": 30.8, "text_en": "There's a big difference in the material from Tata and JSW, and it's becoming difficult to explain to the customer. They want it cheap, they have nothing to do with JSW or Tata, right?", "text_native": "Tata और JSW के मटेरियल में काफी डिफरेंस आ रहा है और कस्टमर को समझाना मुश्किल हो रहा है। उनको चाहिए सस्ता, उनको JSW और Tata से कोई लेना देना नहीं है ना।" }, { "ucid": "21112178954396551", "idx": 8, "speaker": "agent", "start_s": 31.27, "end_s": 35.6, "text_en": "Any price will work for them, but they want better pricing. And the price that comes from our end is always on the higher side for you, right?", "text_native": "कोई भी प्राइस में चलेगा उनको, बट प्राइसिंग उनको बेटर चाहिए। और हमारे एंड से जो प्राइस आ रही है वो हमेशा आपको हायर साइड पे आती है, बराबर?" }, { "ucid": "21112178954396551", "idx": 9, "speaker": "customer", "start_s": 35.6, "end_s": 49.98, "text_en": "Yes sir, yes sir. This has been the problem since day one. Otherwise, this mistake wouldn't have happened. Our purchasing would have started from the time we registered, boss. It would have started, sir. For instance, I have already taken material worth 10 CR from someone else. I have their ledger too. I even told your department that this kind of error is happening. But now, you have a certain quality, you have a name, so nothing can be done about that, right boss? Right. That's our compulsion, otherwise we registered to work with you only.", "text_native": "यस सर, यस सर। डे वन से यही प्रॉब्लम आ रहा है। नहीं तो ये मिस्टेक ही नहीं होता। अपना जब रजिस्टर्ड हुआ था तब से अपना परचेस चालू होता बॉस। चालू हो जाता सर। जैसे तो एक दस सीआर का मटेरियल मैं किसी और से ले चुका हूं। उनका लेजर भी मेरे पास है। आपके डिपार्टमेंट को बोला भी मैंने कि ऐसे-ऐसे एरर आ रहा है। लेकिन अभी आपका एक क्वालिटी है, आपका एक नाम है, तो उसमें कुछ ये हो नहीं सकता ना बॉस। बराबर। वो हमारी मजबूरी है, नहीं तो हमने रजिस्टर किया था आपके साथ काम ही करने के लिए।" }, { "ucid": "21112178954396551", "idx": 10, "speaker": "agent", "start_s": 50.4, "end_s": 51.9, "text_en": "Okay, I understood, sir. Okay, let's go.", "text_native": "ठीक है, समझ गया सर मैं। ओके, चलो।" }, { "ucid": "21112178954396551", "idx": 11, "speaker": "customer", "start_s": 52.1, "end_s": 53.8, "text_en": "If there's anything, sir, I will update you immediately.", "text_native": "कुछ भी रहा तो सर, तुरंत आपको ही अपडेट करूंगा।" }, { "ucid": "21112178954396551", "idx": 12, "speaker": "agent", "start_s": 53.8, "end_s": 59.4, "text_en": "Absolutely, absolutely. I am WhatsApping you my number, Khan sir. This is a system number. So the number I will WhatsApp from, save that number under the name Sudeep. Okay?", "text_native": "बिलकुल, बिलकुल। मेरा नंबर मैं आपको WhatsApp कर रहा हूं खान सर। ये सिस्टम का नंबर है। तो जो WhatsApp करूंगा ना, वो नंबर सेव कर लो सुदीप नाम से। ओके?" }, { "ucid": "21112178954396551", "idx": 13, "speaker": "customer", "start_s": 59.4, "end_s": 59.9, "text_en": "Sudeep sir?", "text_native": "सुदीप सर?" }, { "ucid": "21112178954396551", "idx": 14, "speaker": "agent", "start_s": 60.2, "end_s": 61.6, "text_en": "Yes, the name is Sudeep Kadam. Mumbai head office.", "text_native": "हां, सुदीप कदम नाम है। मुंबई हेड ऑफिस।" }, { "ucid": "21112178954396551", "idx": 15, "speaker": "customer", "start_s": 61.6, "end_s": 62.6, "text_en": "Okay, okay dear, okay.", "text_native": "ओके, ओके डिअर, ओके।" }, { "ucid": "21112178954396551", "idx": 16, "speaker": "agent", "start_s": 62.6, "end_s": 64.1, "text_en": "Okay sir, okay. Okay, thank you.", "text_native": "ओके सर, ओके। ओके, थैंक यू।" }, { "ucid": "21112178954396551", "idx": 17, "speaker": "customer", "start_s": 64.1, "end_s": 64.7, "text_en": "Thank you.", "text_native": "थैंक यू।" } ], "steps": [ { "ucid": "21112178954396551", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted, used the customer's name and identified JSW, but did not ask for permission to speak." }, { "ucid": "21112178954396551", "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 provide a supply or price hook, instead asking directly for requirements." }, { "ucid": "21112178954396551", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the required discovery questions; the customer volunteered all information." }, { "ucid": "21112178954396551", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched in response to the customer's price objection." }, { "ucid": "21112178954396551", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "do we have any requirement for steel right now, sir?", "comment": "Agent asked if a requirement existed but did not attempt to capture any details (grade, size, qty) when the customer confirmed one." }, { "ucid": "21112178954396551", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent only offered to send his number and did not establish a concrete next step for a quote or callback." } ], "objections": [ { "ucid": "21112178954396551", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I have already taken material worth 10 CR from someone else.", "response": "ठीक है, समझ गया सर मैं। ओके, चलो।" }, { "ucid": "21112178954396551", "obj_type": "price", "state": "mishandled", "evidence": "what's happening is our rate isn't matching, man. The people outside in Taloja, the retailers, there's a difference between their rate and your rate.", "response": "And our end से जो प्राइस आ रही है वो हमेशा आपको हायर साइड पे आती है, बराबर?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }