{ "ucid": "21112178955350621", "call_date": "2026-09-16", "start_time": "2026-09-16 15:41:46", "end_time": "2026-09-16 15:44:48", "duration_sec": 182, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0bcdbcb5262c15214ba2e89e2b79dd2d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1722, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955350621__DIA0bcdbcb5262c15214ba2e89e2b79dd2d.mp3", "audio_bytes": 472392, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 157.464, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello. (हॅलो)\n[6s] AGENT: Uh, Mr. Sandeep Parulekar from Anukriti Infratech? (हा मिस्टर संदीप पारुळेकर फ्रॉम अनुकृती इन्फ्राटेक?)\n[8s] CUSTOMER: Sorry? (सॉरी?)\n[9s] AGENT: Are you Sandeep sir speaking from JS, from Anukriti Infratech? (संदीप सर बोलताय का जे एस, अनुकृती इन्फ्राटेक मधनं?)\n[12s] CUSTOMER: Yes. (येस.)\n[12s] AGENT: Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel. (हा सुदीप बोलतोय सर, JSW One MSME, ज्ञान स्टील.)\n[15s] CUSTOMER: Yes, speak. (हा बोला.)\n[16s] AGENT: Your company is registered on our portal, sir. I had called regarding a steel purchase. (तुमची कंपनी रजिस्टर्ड आहे सर पोर्टलवर आपल्या. स्टील परचेस संदर्भात फोन केला होता.)\n[19s] AGENT: Do you have any immediate requirement for steel right now? (काही स्टील मध्ये रिक्वायरमेंट आहे का आता आपली इमिजेट?)\n[22s] CUSTOMER: Right now, I don't have any. (आता सध्या तरी नाहीये माझी.)\n[24s] CUSTOMER: Okay. But the response time is not great, man, for getting things done. I had made an inquiry twice before. (ओके. पण काय रिस्पॉन्स टाइम फार नाहीये बाबा करून देण्याचं. मागे दोनदा मी इन्क्वायरी केली होती.)\n[28s] CUSTOMER: Then all that, give the address, give the warehousing address, give the delivery address, so much... formalities, frankly speaking, there are a lot of formalities. (मग ते सगळं ते ऍड्रेस द्या, वेअरहाउसिंगचा ऍड्रेस द्या, डिलिव्हरी ऍड्रेस द्या, एवढं सगळं बरंच, फॉर्मॅलिटीज, फ्रँकली स्पीकिंग फॉर्मॅलिटीज पुष्कळ आहेत.)\n[33s] AGENT: Okay. I think you had also done this for credit, sir? (ओके. तुम्ही आय थिंक सो क्रेडिटसाठी पण हे केलं होतं का सर?)\n[35s] CUSTOMER: What? (काय ग?)\n[36s] AGENT: Credit, for credit. Did you want credit? (क्रेडिट, क्रेडिटसाठी. तुम्हाला क्रेडिट हवं होतं का?)\n[38s] CUSTOMER: No no, not at all. I don't want your credit. I never asked for credit. (नाही नाही, अजिबात नाही. मला तुमचं क्रेडिट नको मला. I never asked for credit.)\n[41s] AGENT: Okay. You are okay with hundred percent advance, correct?\n[43s] CUSTOMER: That's it. Hundred percent. I mean I am not giving any credit, why I should take credit from anyone?\n[45s] AGENT: Okay, got it.\n[46s] AGENT: Okay Sandeep, see I am your new account manager. I will share...\n[48s] CUSTOMER: Basically I just say this thing, let me, let me, you know this today's scenario is like that, people want everything on fingertips. You understand, basically?\n[52s] AGENT: Correct, correct. Yes, yes, yes.\n[53s] CUSTOMER: So, I am into PEB. So I have to give some estimate to customer based on their specification. If that is getting delayed and thereafter suppose, last time also I almost have finalized the order but someone say you have to give me this delivery order schedule, where warehousing. Because I am getting quoted, because getting quoted from your JSW, especially color is very difficult. Because you need some sizable quantity, am I right?\n[65s] CUSTOMER: Blue, white is okay. Blue, white, red, green, standard color okay. But any non-standard color basically customer demand, I have to get it quoted from outside somewhere. JSW will not give you for small quantity.\n[73s] AGENT: Actually that is a company policy of five tons.\n[75s] CUSTOMER: No, I understand. I understand. I am not, I am not against policy. But in that case, if somebody is asking me you give me the detail of where you are going to do that, that's something which is, which is practically not possible for me. Because I may get it based on the requirement, sometime if required I can get it done in Mumbai or sometime I get it done in Gujarat also.\n[85s] AGENT: Hmm hmm hmm hmm. (हं हं हं हं.)\n[87s] CUSTOMER: Okay?\n[88s] AGENT: Okay.\n[88s] CUSTOMER: This is my difficulty because normally there are a lot of competition in white, blue and all these things. You might be knowing that thing. So unless and until you offer something special, then you get some, you know, business.\n[95s] AGENT: Hmm hmm hmm hmm. Got your point. Got it. (हं हं हं हं. Got your point. Got it.)\n[96s] CUSTOMER: Yeah.\n[97s] AGENT: Okay. Thank you so much.\n[98s] CUSTOMER: Yeah, thank you.", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 34, "connected": 1, "audio_notes": "clear: The customer's voice is slightly louder than the agent's, but both are clearly audible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "34 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer raises a past grievance, take control by acknowledging their frustration and repositioning yourself as the solution to that problem before trying to continue the script.", "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": "spec_not_available", "supply_details": "Customer notes that JSW will not quote for non-standard colors in small quantities, which the agent confirms is due to a 5 MT MOQ policy.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent attempted to open the call, but the customer immediately took control to voice strong complaints about past experiences with JSW One's slow response times and excessive process formalities. The customer, a PEB manufacturer, also highlighted the difficulty in getting quotes for non-standard colors below the 5 MT MOQ. The agent acknowledged the feedback but did not offer a solution or attempt to regain control, and the call ended without any next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel.\", \"comment\": \"Agent introduced himself and the company, and used the customer's name, gaining implicit permission to proceed when the customer said 'Yes, speak.'\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"I am into PEB. ... No no, not at all. I don't want your credit.\", \"comment\": \"Agent did not drive discovery; the customer volunteered their business type (PEB) and the agent clarified payment terms, but no other questions were covered.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent never pitched any USPs as the customer controlled the conversation with past grievances.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any immediate requirement for steel right now?\", \"comment\": \"Agent asked about a current requirement at the start of the call, and the customer confirmed none exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with 'Thank you' from both sides with no committed next step like a quote or a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past grievance, take control by acknowledging their frustration and repositioning yourself as the solution to that problem before trying to continue the script.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer notes that JSW will not quote for non-standard colors in small quantities, which the agent confirms is due to a 5 MT MOQ policy.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"But the response time is not great, man, for getting things done. I had made an inquiry twice before. ... formalities, frankly speaking, there are a lot of formalities.\", \"response\": \"Hmm hmm hmm hmm. Got your point. Got it.\"}], \"call_summary\": \"The agent attempted to open the call, but the customer immediately took control to voice strong complaints about past experiences with JSW One's slow response times and excessive process formalities. The customer, a PEB manufacturer, also highlighted the difficulty in getting quotes for non-standard colors below the 5 MT MOQ. The agent acknowledged the feedback but did not offer a solution or attempt to regain control, and the call ended without any next steps.\"}", "error": null, "latency_ms": 29542, "input_tokens": 3785, "output_tokens": 910, "created_at": "2026-09-25 12:09:32", "sentiment": "negative", "sentiment_score": -0.265, "sentiment_confidence": "high", "pos": 14, "neg": 24, "lex_hits": 32, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.316, "agent_talk_sec": 27.1, "customer_talk_sec": 58.6, "dead_air_sec": 96.3, "longest_monologue_sec": 5.2, "agent_wpm": 287.8, "interruptions": 0, "agent_turns": 17, "customer_turns": 17, "discovery_qs": 6, "words_agent": 130, "words_customer": 345, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955350621", "idx": 0, "speaker": "agent", "start_s": 4.89, "end_s": 5.49, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178955350621", "idx": 1, "speaker": "agent", "start_s": 6.0, "end_s": 8.18, "text_en": "Uh, Mr. Sandeep Parulekar from Anukriti Infratech?", "text_native": "हा मिस्टर संदीप पारुळेकर फ्रॉम अनुकृती इन्फ्राटेक?" }, { "ucid": "21112178955350621", "idx": 2, "speaker": "customer", "start_s": 8.5, "end_s": 8.89, "text_en": "Sorry?", "text_native": "सॉरी?" }, { "ucid": "21112178955350621", "idx": 3, "speaker": "agent", "start_s": 9.3, "end_s": 11.7, "text_en": "Are you Sandeep sir speaking from JS, from Anukriti Infratech?", "text_native": "संदीप सर बोलताय का जे एस, अनुकृती इन्फ्राटेक मधनं?" }, { "ucid": "21112178955350621", "idx": 4, "speaker": "customer", "start_s": 11.7, "end_s": 12.1, "text_en": "Yes.", "text_native": "येस." }, { "ucid": "21112178955350621", "idx": 5, "speaker": "agent", "start_s": 12.5, "end_s": 14.7, "text_en": "Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel.", "text_native": "हा सुदीप बोलतोय सर, JSW One MSME, ज्ञान स्टील." }, { "ucid": "21112178955350621", "idx": 6, "speaker": "customer", "start_s": 14.7, "end_s": 15.3, "text_en": "Yes, speak.", "text_native": "हा बोला." }, { "ucid": "21112178955350621", "idx": 7, "speaker": "agent", "start_s": 15.6, "end_s": 18.8, "text_en": "Your company is registered on our portal, sir. I had called regarding a steel purchase.", "text_native": "तुमची कंपनी रजिस्टर्ड आहे सर पोर्टलवर आपल्या. स्टील परचेस संदर्भात फोन केला होता." }, { "ucid": "21112178955350621", "idx": 8, "speaker": "agent", "start_s": 19.2, "end_s": 21.2, "text_en": "Do you have any immediate requirement for steel right now?", "text_native": "काही स्टील मध्ये रिक्वायरमेंट आहे का आता आपली इमिजेट?" }, { "ucid": "21112178955350621", "idx": 9, "speaker": "customer", "start_s": 21.8, "end_s": 23.4, "text_en": "Right now, I don't have any.", "text_native": "आता सध्या तरी नाहीये माझी." }, { "ucid": "21112178955350621", "idx": 10, "speaker": "customer", "start_s": 24.0, "end_s": 27.5, "text_en": "Okay. But the response time is not great, man, for getting things done. I had made an inquiry twice before.", "text_native": "ओके. पण काय रिस्पॉन्स टाइम फार नाहीये बाबा करून देण्याचं. मागे दोनदा मी इन्क्वायरी केली होती." }, { "ucid": "21112178955350621", "idx": 11, "speaker": "customer", "start_s": 27.9, "end_s": 32.8, "text_en": "Then all that, give the address, give the warehousing address, give the delivery address, so much... formalities, frankly speaking, there are a lot of formalities.", "text_native": "मग ते सगळं ते ऍड्रेस द्या, वेअरहाउसिंगचा ऍड्रेस द्या, डिलिव्हरी ऍड्रेस द्या, एवढं सगळं बरंच, फॉर्मॅलिटीज, फ्रँकली स्पीकिंग फॉर्मॅलिटीज पुष्कळ आहेत." }, { "ucid": "21112178955350621", "idx": 12, "speaker": "agent", "start_s": 33.3, "end_s": 35.4, "text_en": "Okay. I think you had also done this for credit, sir?", "text_native": "ओके. तुम्ही आय थिंक सो क्रेडिटसाठी पण हे केलं होतं का सर?" }, { "ucid": "21112178955350621", "idx": 13, "speaker": "customer", "start_s": 35.4, "end_s": 35.9, "text_en": "What?", "text_native": "काय ग?" }, { "ucid": "21112178955350621", "idx": 14, "speaker": "agent", "start_s": 36.2, "end_s": 37.8, "text_en": "Credit, for credit. Did you want credit?", "text_native": "क्रेडिट, क्रेडिटसाठी. तुम्हाला क्रेडिट हवं होतं का?" }, { "ucid": "21112178955350621", "idx": 15, "speaker": "customer", "start_s": 37.8, "end_s": 40.8, "text_en": "No no, not at all. I don't want your credit. I never asked for credit.", "text_native": "नाही नाही, अजिबात नाही. मला तुमचं क्रेडिट नको मला. I never asked for credit." }, { "ucid": "21112178955350621", "idx": 16, "speaker": "agent", "start_s": 41.2, "end_s": 42.8, "text_en": "Okay. You are okay with hundred percent advance, correct?", "text_native": "Okay. You are okay with hundred percent advance, correct?" }, { "ucid": "21112178955350621", "idx": 17, "speaker": "customer", "start_s": 42.8, "end_s": 45.4, "text_en": "That's it. Hundred percent. I mean I am not giving any credit, why I should take credit from anyone?", "text_native": "That's it. Hundred percent. I mean I am not giving any credit, why I should take credit from anyone?" }, { "ucid": "21112178955350621", "idx": 18, "speaker": "agent", "start_s": 45.4, "end_s": 45.9, "text_en": "Okay, got it.", "text_native": "Okay, got it." }, { "ucid": "21112178955350621", "idx": 19, "speaker": "agent", "start_s": 46.0, "end_s": 48.1, "text_en": "Okay Sandeep, see I am your new account manager. I will share...", "text_native": "Okay Sandeep, see I am your new account manager. I will share..." }, { "ucid": "21112178955350621", "idx": 20, "speaker": "customer", "start_s": 48.1, "end_s": 52.0, "text_en": "Basically I just say this thing, let me, let me, you know this today's scenario is like that, people want everything on fingertips. You understand, basically?", "text_native": "Basically I just say this thing, let me, let me, you know this today's scenario is like that, people want everything on fingertips. You understand, basically?" }, { "ucid": "21112178955350621", "idx": 21, "speaker": "agent", "start_s": 52.0, "end_s": 52.9, "text_en": "Correct, correct. Yes, yes, yes.", "text_native": "Correct, correct. Yes, yes, yes." }, { "ucid": "21112178955350621", "idx": 22, "speaker": "customer", "start_s": 53.2, "end_s": 64.8, "text_en": "So, I am into PEB. So I have to give some estimate to customer based on their specification. If that is getting delayed and thereafter suppose, last time also I almost have finalized the order but someone say you have to give me this delivery order schedule, where warehousing. Because I am getting quoted, because getting quoted from your JSW, especially color is very difficult. Because you need some sizable quantity, am I right?", "text_native": "So, I am into PEB. So I have to give some estimate to customer based on their specification. If that is getting delayed and thereafter suppose, last time also I almost have finalized the order but someone say you have to give me this delivery order schedule, where warehousing. Because I am getting quoted, because getting quoted from your JSW, especially color is very difficult. Because you need some sizable quantity, am I right?" }, { "ucid": "21112178955350621", "idx": 23, "speaker": "customer", "start_s": 65.4, "end_s": 72.8, "text_en": "Blue, white is okay. Blue, white, red, green, standard color okay. But any non-standard color basically customer demand, I have to get it quoted from outside somewhere. JSW will not give you for small quantity.", "text_native": "Blue, white is okay. Blue, white, red, green, standard color okay. But any non-standard color basically customer demand, I have to get it quoted from outside somewhere. JSW will not give you for small quantity." }, { "ucid": "21112178955350621", "idx": 24, "speaker": "agent", "start_s": 73.2, "end_s": 74.8, "text_en": "Actually that is a company policy of five tons.", "text_native": "Actually that is a company policy of five tons." }, { "ucid": "21112178955350621", "idx": 25, "speaker": "customer", "start_s": 74.8, "end_s": 84.8, "text_en": "No, I understand. I understand. I am not, I am not against policy. But in that case, if somebody is asking me you give me the detail of where you are going to do that, that's something which is, which is practically not possible for me. Because I may get it based on the requirement, sometime if required I can get it done in Mumbai or sometime I get it done in Gujarat also.", "text_native": "No, I understand. I understand. I am not, I am not against policy. But in that case, if somebody is asking me you give me the detail of where you are going to do that, that's something which is, which is practically not possible for me. Because I may get it based on the requirement, sometime if required I can get it done in Mumbai or sometime I get it done in Gujarat also." }, { "ucid": "21112178955350621", "idx": 26, "speaker": "agent", "start_s": 85.4, "end_s": 87.0, "text_en": "Hmm hmm hmm hmm.", "text_native": "हं हं हं हं." }, { "ucid": "21112178955350621", "idx": 27, "speaker": "customer", "start_s": 87.4, "end_s": 87.8, "text_en": "Okay?", "text_native": "Okay?" }, { "ucid": "21112178955350621", "idx": 28, "speaker": "agent", "start_s": 87.8, "end_s": 88.1, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178955350621", "idx": 29, "speaker": "customer", "start_s": 88.1, "end_s": 94.8, "text_en": "This is my difficulty because normally there are a lot of competition in white, blue and all these things. You might be knowing that thing. So unless and until you offer something special, then you get some, you know, business.", "text_native": "This is my difficulty because normally there are a lot of competition in white, blue and all these things. You might be knowing that thing. So unless and until you offer something special, then you get some, you know, business." }, { "ucid": "21112178955350621", "idx": 30, "speaker": "agent", "start_s": 95.1, "end_s": 96.4, "text_en": "Hmm hmm hmm hmm. Got your point. Got it.", "text_native": "हं हं हं हं. Got your point. Got it." }, { "ucid": "21112178955350621", "idx": 31, "speaker": "customer", "start_s": 96.4, "end_s": 96.8, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178955350621", "idx": 32, "speaker": "agent", "start_s": 97.4, "end_s": 98.3, "text_en": "Okay. Thank you so much.", "text_native": "Okay. Thank you so much." }, { "ucid": "21112178955350621", "idx": 33, "speaker": "customer", "start_s": 98.3, "end_s": 99.0, "text_en": "Yeah, thank you.", "text_native": "Yeah, thank you." } ], "steps": [ { "ucid": "21112178955350621", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel.", "comment": "Agent introduced himself and the company, and used the customer's name, gaining implicit permission to proceed when the customer said 'Yes, speak.'" }, { "ucid": "21112178955350621", "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 a qualification question." }, { "ucid": "21112178955350621", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "I am into PEB. ... No no, not at all. I don't want your credit.", "comment": "Agent did not drive discovery; the customer volunteered their business type (PEB) and the agent clarified payment terms, but no other questions were covered." }, { "ucid": "21112178955350621", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent never pitched any USPs as the customer controlled the conversation with past grievances." }, { "ucid": "21112178955350621", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any immediate requirement for steel right now?", "comment": "Agent asked about a current requirement at the start of the call, and the customer confirmed none exists." }, { "ucid": "21112178955350621", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with 'Thank you' from both sides with no committed next step like a quote or a callback." } ], "objections": [ { "ucid": "21112178955350621", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "But the response time is not great, man, for getting things done. I had made an inquiry twice before. ... formalities, frankly speaking, there are a lot of formalities.", "response": "Hmm hmm hmm hmm. Got your point. Got it." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }