{ "ucid": "21112178955840231", "call_date": "2026-09-16", "start_time": "2026-09-16 17:03:22", "end_time": "2026-09-16 17:05:44", "duration_sec": 142, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7ff2e09ded1280c4851616567a0f26ff.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1700, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955840231__DIA7ff2e09ded1280c4851616567a0f26ff.mp3", "audio_bytes": 352512, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 117.504, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Yes. (जी।)\n[3s] AGENT: Yes, good evening sir. Ronak Mehta speaking from JSW One. Do you have any requirement right now for HR, CR or GP coils? (जी, गुड इवनिंग सर। रोनक मेहता बात कर रहा हूं JSW One से। कुछ रिक्वायरमेंट आ रही है अभी आपको HR, CR या GP coils में?)\n[8s] CUSTOMER: Yes sir, requirements do come. (जी सर, आती है रिक्वायरमेंट।)\n[11s] CUSTOMER: Yes sir. (हांजी सर।)\n[12s] AGENT: Yes sir, please tell me. (हां सर, बताइए ना।)\n[13s] CUSTOMER: In GI GP some (GI GP में कुछ)\n[14s] CUSTOMER: Sir, like this, there is a requirement for zincro, zincro sheet. (सर ऐसे zincro, zincro sheet की रिक्वायरमेंट है।)\n[16s] AGENT: Okay.\n[18s] AGENT: Yes. (जी।)\n[18s] AGENT: And what will be the thickness of this sheet? (और ये क्या शीट की क्या थिकनेस रहेगी आपकी?)\n[20s] CUSTOMER: Point eight.\n[21s] AGENT: Point eight. And what will be the dimensions? What will be the length and width? (Point eight. और डायमेंशन्स क्या रहेंगे? लेंथ और विड्थ कितना रहेगा?)\n[24s] CUSTOMER: Need 49 by 99. (49 by 99 चाहिए।)\n[26s] AGENT: 49 by 99. What is this sir? Inches? (49 by 99. ये क्या है सर? इंचेस?)\n[28s] CUSTOMER: Inches, inches. (इंचेस, इंचेस।)\n[30s] AGENT: Inches, right? Okay, I will convert that to MM. 49 by 99. And how many tons of these sheets do you need, sir? (इंचेस ना? ठीक है उसको मैं एमएम में कर लूंगा। 49 by 99. और कितना टन चाहिए सर आपको ये शीट्स?)\n[34s] CUSTOMER: Right now it's the start, meaning we'll be taking it for the first time, so arrange for the minimum possible quantity. (अभी तो स्टार्टिंग मतलब फर्स्ट टाइम लेंगे तो आप मिनिमम जितना हो सकता है उतना करवा दीजिए।)\n[38s] AGENT: Sir, five tons is our minimum MOQ. (सर पांच टन तो हमारा MOQ रहता है मिनिमम।)\n[40s] CUSTOMER: Yes, then tell me for five tons. Give the correct rate. Last time there was a big difference in the price, so it couldn't happen. (हां तो पांच टन का बता दीजिए। रेट सही बताइएगा। लास्ट टाइम प्राइस में काफी डिफरेंस आ रहा था इसपे नहीं हो पाया।)\n[43s] AGENT: Sir, the pricing has increased now. I will try to do my best, whatever it is. Okay? We need to start a transaction with you, sir. (सर अभी तो प्राइसिंग्स तो बढ़े हैं। मैं ट्राई करता हूं बेस्ट करने का जो भी है। Okay? एक बार ट्रांजैक्शन स्टार्ट करना है सर आपके साथ।)\n[48s] CUSTOMER: Yes, yes. (जी जी।)\n[49s] AGENT: Yes, yes, yes. Sir, and what will be your location, sir? (जी जी जी। सर और आपका ये सर ये लोकेशन कहां पे रहेगा?)\n[52s] CUSTOMER: MG Road.\n[53s] CUSTOMER: Dasna, Masuri. (दासना, मसूरी।)\n[55s] AGENT: MG Road. And the pincode, sir? (MG Road. और पिन कोड सर?)\n[57s] CUSTOMER: The pincode is, wait a minute. (पिन कोड है, एक मिनट रुकिए।)\n[59s] AGENT: Hmm. (हम्म।)\n[60s] CUSTOMER: 245301.\n[62s] AGENT: 245301. Okay. I will also ping you on WhatsApp. Okay? And I will tell you the further rates. Okay? (245301. ठीक है। मैं आपको ना WhatsApp पे पिंग भी करता हूं। Okay? एंड आपको आगे का मैं रेट्स आपको बताता हूं। ठीक है?)\n[68s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 31, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription reliability.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "31 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You missed the critical discovery step; without knowing the customer's business or monthly volume, you cannot tailor a compelling pitch or effectively counter their price objection.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 customer expressed a need for a minimum of 5 MT of 0.8mm GI/GP sheets cut to 49x99 inches, for delivery to Dasna, Masuri. The customer raised a past price objection. The agent captured the requirement details and committed to sending a quote via WhatsApp, but did not perform any business discovery or handle the price objection effectively.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, good evening sir. Ronak Mehta speaking from JSW One. Do you have any requirement right now for HR, CR or GP coils?\", \"comment\": \"The agent greeted, identified himself and the company, and asked for permission to proceed by asking about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only made a general statement about wanting to start a transaction.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"And what will be the thickness of this sheet? ... And how many tons of these sheets do you need, sir? ... Sir, and what will be your location, sir?\", \"comment\": \"The agent successfully captured the material type, thickness, dimensions, quantity, and location for the requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will also ping you on WhatsApp. Okay? And I will tell you the further rates. Okay?\", \"comment\": \"The agent set a clear next step of sending rates via WhatsApp, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the critical discovery step; without knowing the customer's business or monthly volume, you cannot tailor a compelling pitch or effectively counter their price objection.\", \"segment_detected\": \"unknown\", \"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\": \"Last time there was a big difference in the price, so it couldn't happen.\", \"response\": \"Sir, the pricing has increased now. I will try to do my best, whatever it is. Okay? We need to start a transaction with you, sir.\"}], \"call_summary\": \"The customer expressed a need for a minimum of 5 MT of 0.8mm GI/GP sheets cut to 49x99 inches, for delivery to Dasna, Masuri. The customer raised a past price objection. The agent captured the requirement details and committed to sending a quote via WhatsApp, but did not perform any business discovery or handle the price objection effectively.\"}", "error": null, "latency_ms": 24327, "input_tokens": 3579, "output_tokens": 884, "created_at": "2026-09-25 12:08:33", "sentiment": "positive", "sentiment_score": 0.257, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.61, "agent_talk_sec": 32.0, "customer_talk_sec": 20.5, "dead_air_sec": 89.5, "longest_monologue_sec": 5.4, "agent_wpm": 292.5, "interruptions": 0, "agent_turns": 15, "customer_turns": 16, "discovery_qs": 13, "words_agent": 156, "words_customer": 91, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955840231", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.68, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178955840231", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.26, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178955840231", "idx": 2, "speaker": "agent", "start_s": 2.52, "end_s": 7.5, "text_en": "Yes, good evening sir. Ronak Mehta speaking from JSW One. Do you have any requirement right now for HR, CR or GP coils?", "text_native": "जी, गुड इवनिंग सर। रोनक मेहता बात कर रहा हूं JSW One से। कुछ रिक्वायरमेंट आ रही है अभी आपको HR, CR या GP coils में?" }, { "ucid": "21112178955840231", "idx": 3, "speaker": "customer", "start_s": 8.1, "end_s": 9.6, "text_en": "Yes sir, requirements do come.", "text_native": "जी सर, आती है रिक्वायरमेंट।" }, { "ucid": "21112178955840231", "idx": 4, "speaker": "customer", "start_s": 10.8, "end_s": 11.36, "text_en": "Yes sir.", "text_native": "हांजी सर।" }, { "ucid": "21112178955840231", "idx": 5, "speaker": "agent", "start_s": 11.56, "end_s": 12.46, "text_en": "Yes sir, please tell me.", "text_native": "हां सर, बताइए ना।" }, { "ucid": "21112178955840231", "idx": 6, "speaker": "customer", "start_s": 13.1, "end_s": 13.8, "text_en": "In GI GP some", "text_native": "GI GP में कुछ" }, { "ucid": "21112178955840231", "idx": 7, "speaker": "customer", "start_s": 14.0, "end_s": 15.98, "text_en": "Sir, like this, there is a requirement for zincro, zincro sheet.", "text_native": "सर ऐसे zincro, zincro sheet की रिक्वायरमेंट है।" }, { "ucid": "21112178955840231", "idx": 8, "speaker": "agent", "start_s": 16.46, "end_s": 16.86, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178955840231", "idx": 9, "speaker": "agent", "start_s": 17.5, "end_s": 17.66, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178955840231", "idx": 10, "speaker": "agent", "start_s": 17.9, "end_s": 19.7, "text_en": "And what will be the thickness of this sheet?", "text_native": "और ये क्या शीट की क्या थिकनेस रहेगी आपकी?" }, { "ucid": "21112178955840231", "idx": 11, "speaker": "customer", "start_s": 20.0, "end_s": 20.6, "text_en": "Point eight.", "text_native": "Point eight." }, { "ucid": "21112178955840231", "idx": 12, "speaker": "agent", "start_s": 21.0, "end_s": 23.6, "text_en": "Point eight. And what will be the dimensions? What will be the length and width?", "text_native": "Point eight. और डायमेंशन्स क्या रहेंगे? लेंथ और विड्थ कितना रहेगा?" }, { "ucid": "21112178955840231", "idx": 13, "speaker": "customer", "start_s": 24.5, "end_s": 26.1, "text_en": "Need 49 by 99.", "text_native": "49 by 99 चाहिए।" }, { "ucid": "21112178955840231", "idx": 14, "speaker": "agent", "start_s": 26.5, "end_s": 28.2, "text_en": "49 by 99. What is this sir? Inches?", "text_native": "49 by 99. ये क्या है सर? इंचेस?" }, { "ucid": "21112178955840231", "idx": 15, "speaker": "customer", "start_s": 28.2, "end_s": 29.0, "text_en": "Inches, inches.", "text_native": "इंचेस, इंचेस।" }, { "ucid": "21112178955840231", "idx": 16, "speaker": "agent", "start_s": 29.8, "end_s": 33.6, "text_en": "Inches, right? Okay, I will convert that to MM. 49 by 99. And how many tons of these sheets do you need, sir?", "text_native": "इंचेस ना? ठीक है उसको मैं एमएम में कर लूंगा। 49 by 99. और कितना टन चाहिए सर आपको ये शीट्स?" }, { "ucid": "21112178955840231", "idx": 17, "speaker": "customer", "start_s": 34.5, "end_s": 37.6, "text_en": "Right now it's the start, meaning we'll be taking it for the first time, so arrange for the minimum possible quantity.", "text_native": "अभी तो स्टार्टिंग मतलब फर्स्ट टाइम लेंगे तो आप मिनिमम जितना हो सकता है उतना करवा दीजिए।" }, { "ucid": "21112178955840231", "idx": 18, "speaker": "agent", "start_s": 37.7, "end_s": 39.3, "text_en": "Sir, five tons is our minimum MOQ.", "text_native": "सर पांच टन तो हमारा MOQ रहता है मिनिमम।" }, { "ucid": "21112178955840231", "idx": 19, "speaker": "customer", "start_s": 39.5, "end_s": 43.0, "text_en": "Yes, then tell me for five tons. Give the correct rate. Last time there was a big difference in the price, so it couldn't happen.", "text_native": "हां तो पांच टन का बता दीजिए। रेट सही बताइएगा। लास्ट टाइम प्राइस में काफी डिफरेंस आ रहा था इसपे नहीं हो पाया।" }, { "ucid": "21112178955840231", "idx": 20, "speaker": "agent", "start_s": 43.2, "end_s": 47.6, "text_en": "Sir, the pricing has increased now. I will try to do my best, whatever it is. Okay? We need to start a transaction with you, sir.", "text_native": "सर अभी तो प्राइसिंग्स तो बढ़े हैं। मैं ट्राई करता हूं बेस्ट करने का जो भी है। Okay? एक बार ट्रांजैक्शन स्टार्ट करना है सर आपके साथ।" }, { "ucid": "21112178955840231", "idx": 21, "speaker": "customer", "start_s": 48.0, "end_s": 48.5, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178955840231", "idx": 22, "speaker": "agent", "start_s": 48.9, "end_s": 51.4, "text_en": "Yes, yes, yes. Sir, and what will be your location, sir?", "text_native": "जी जी जी। सर और आपका ये सर ये लोकेशन कहां पे रहेगा?" }, { "ucid": "21112178955840231", "idx": 23, "speaker": "customer", "start_s": 51.9, "end_s": 52.6, "text_en": "MG Road.", "text_native": "MG Road." }, { "ucid": "21112178955840231", "idx": 24, "speaker": "customer", "start_s": 53.2, "end_s": 54.2, "text_en": "Dasna, Masuri.", "text_native": "दासना, मसूरी।" }, { "ucid": "21112178955840231", "idx": 25, "speaker": "agent", "start_s": 55.2, "end_s": 56.4, "text_en": "MG Road. And the pincode, sir?", "text_native": "MG Road. और पिन कोड सर?" }, { "ucid": "21112178955840231", "idx": 26, "speaker": "customer", "start_s": 57.2, "end_s": 59.0, "text_en": "The pincode is, wait a minute.", "text_native": "पिन कोड है, एक मिनट रुकिए।" }, { "ucid": "21112178955840231", "idx": 27, "speaker": "agent", "start_s": 59.3, "end_s": 59.6, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178955840231", "idx": 28, "speaker": "customer", "start_s": 60.4, "end_s": 61.6, "text_en": "245301.", "text_native": "245301." }, { "ucid": "21112178955840231", "idx": 29, "speaker": "agent", "start_s": 62.0, "end_s": 67.4, "text_en": "245301. Okay. I will also ping you on WhatsApp. Okay? And I will tell you the further rates. Okay?", "text_native": "245301. ठीक है। मैं आपको ना WhatsApp पे पिंग भी करता हूं। Okay? एंड आपको आगे का मैं रेट्स आपको बताता हूं। ठीक है?" }, { "ucid": "21112178955840231", "idx": 30, "speaker": "customer", "start_s": 67.7, "end_s": 68.2, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178955840231", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes, good evening sir. Ronak Mehta speaking from JSW One. Do you have any requirement right now for HR, CR or GP coils?", "comment": "The agent greeted, identified himself and the company, and asked for permission to proceed by asking about requirements." }, { "ucid": "21112178955840231", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a supply or price hook, instead jumping directly to asking for requirements." }, { "ucid": "21112178955840231", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the six required discovery questions about the customer's business, volume, or suppliers." }, { "ucid": "21112178955840231", "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; the agent only made a general statement about wanting to start a transaction." }, { "ucid": "21112178955840231", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "And what will be the thickness of this sheet? ... And how many tons of these sheets do you need, sir? ... Sir, and what will be your location, sir?", "comment": "The agent successfully captured the material type, thickness, dimensions, quantity, and location for the requirement." }, { "ucid": "21112178955840231", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will also ping you on WhatsApp. Okay? And I will tell you the further rates. Okay?", "comment": "The agent set a clear next step of sending rates via WhatsApp, which the customer agreed to." } ], "objections": [ { "ucid": "21112178955840231", "obj_type": "price", "state": "mishandled", "evidence": "Last time there was a big difference in the price, so it couldn't happen.", "response": "Sir, the pricing has increased now. I will try to do my best, whatever it is. Okay? We need to start a transaction with you, sir." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }