{ "ucid": "21112178962445091", "call_date": "2026-09-17", "start_time": "2026-09-17 11:24:10", "end_time": "2026-09-17 11:25:56", "duration_sec": 106, "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/DIAf7a4d2535e24da8877676d02732930a3.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1636, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962445091__DIAf7a4d2535e24da8877676d02732930a3.mp3", "audio_bytes": 252720, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 84.24, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello? (हलो?)\n[5s] AGENT: Hello, am I speaking with Nishant Patel ji? (हलो, निशांत पटेल जी से बात हो रही है?)\n[7s] CUSTOMER: Yes. (हां।)\n[8s] AGENT: Yes, this is Ronak Patel speaking from JSW One. Sir, I have received a requirement for you now (जी, रोनक पटेल बात कर रहा हूं JSW One से। सर, मुझे रिक्वायरमेंट आई है अभी आपको)\n[10s] CUSTOMER: No no, not right now. (नहीं नहीं, अभी नहीं है।)\n[11s] AGENT: in GP sheets. (GP शीट्स में।)\n[12s] CUSTOMER: No, no. (नहीं नहीं।)\n[13s] AGENT: Okay. Sir, like what is your monthly purchase? (ठीक है। सर, लाइक कितना परचेस होता है आपका मंथली का?)\n[16s] CUSTOMER: No, what happened is I had received an inquiry. (नहीं, वो मेरे क्या है एक इन्क्वायरी आई थी।)\n[18s] AGENT: Yes, yes. (हां हां।)\n[18s] CUSTOMER: For that, I was searching for material. But that inquiry has not been finalized, so there is no material requirement right now. Mine is based on inquiries. I have all types of work. As the client's requirement comes, accordingly, I mean. (उसके लिए मैंने मटेरियल का सर्च कर रहा था। पर वो इन्क्वायरी फाइनल नहीं हुई है इसलिए फिर अभी मटेरियल का रिक्वायरमेंट नहीं है। मेरा क्या है इन्क्वायरी के ऊपर है। मेरा हर एक टाइप का काम रहता है। जैसे क्लाइंट का रिक्वायरमेंट आता है उसके हिसाब से मतलब।)\n[25s] AGENT: Okay. So sir, what other materials do you deal in? Do you also deal in HR, CR? Like in GP sheets (ओके। तो सर कौनसा और दूसरे मटेरियल्स में कौनसा डील करते हैं? HR, CR में भी डील करते हो? जैसे GP शीट्स में)\n[28s] CUSTOMER: No, no. I deal in GI sheets and then in MS plates. (नहीं नहीं। मैं अपना GI शीट में और फिर MS प्लेट में।)\n[32s] AGENT: Okay. We can also provide MS plates. Sir, if any requirement comes up, let me know. I will ping you once on WhatsApp. (ओके। हम MS प्लेट्स भी दे सकते हैं। सर, कुछ रिक्वायरमेंट आएगा तो बताइए मैं आपको पिंग करता हूं एक बार WhatsApp पे।)\n[37s] CUSTOMER: Okay, okay. (ठीक है, ठीक है।)\n[38s] AGENT: Okay? Is any plan coming up now? Is any project of yours coming up now? (ठीक है? अभी कुछ प्लान आ रहा है? आपका कोई प्रोजेक्ट आ रहा है अभी?)\n[40s] CUSTOMER: No, what now... no, not right now, none for now. (नहीं अभी तो क्या अभी नहीं, अभी नहीं है अभी तो कोई।)\n[43s] AGENT: Yes. (हां।)\n[43s] CUSTOMER: I will tell you when it comes. Right now, the client is providing all the material. Only a few inquiries are such where I have to purchase the material. (जब आएगा तब बताऊंगा। अभी क्या है अभी सब मटेरियल क्लाइंट ही प्रोवाइड कर रहे हैं। कुछ ही इन्क्वायरी ऐसी होती है कि जिसमें मेरेको मटेरियल परचेस करना होता है।)\n[48s] AGENT: Okay. Okay. Okay. That will work, sir. I have pinged you on WhatsApp, if there's anything, let me know. (ठीक है। ओके। ठीक है। चलेगा सर। मैं आपको WhatsApp पिंग किया है, कुछ रहेगा तो बताइएगा।)\n[52s] CUSTOMER: Okay, okay, okay. (ओके, ओके, ओके।)\n[54s] AGENT: Done. (डन।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: There is some background noise on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 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": 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 has no immediate need, pivot from qualifying a deal to profiling the lead. You missed asking about the type of projects, typical quantities, and what triggers a purchase, which would help for future follow-ups.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead who had previously searched for GP sheets. The customer explained the search was for a client inquiry that did not finalize, so he has no current requirement. He described his business as inquiry-based, dealing in GI sheets and MS plates. The agent confirmed JSW can supply MS plates and ended the call by sending a WhatsApp message for future contact.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, am I speaking with Nishant Patel ji? ... Yes, this is Ronak Patel speaking from JSW One.\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW One, and the customer immediately indicated it was not a good time, which the agent respected.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I have received a requirement for you now in GP sheets.\", \"comment\": \"This is not a hook; it's a statement about the lead source and contains no benefit signal about price or availability.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Sir, like what is your monthly purchase? ... So sir, what other materials do you deal in?\", \"comment\": \"Agent only attempted to discover monthly purchase (Q3) and materials handled (related to Q1), falling short of the 3 questions needed for a 'partial' score.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only stated a capability ('We can also provide MS plates') after the customer mentioned it.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is any plan coming up now? Is any project of yours coming up now?\", \"comment\": \"Agent correctly asked if there was any upcoming requirement, even after the customer initially said no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have pinged you on WhatsApp, if there's anything, let me know.\", \"comment\": \"This is not a committed next step; it places the onus on the customer and lacks a specific follow-up date or action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, pivot from qualifying a deal to profiling the lead. You missed asking about the type of projects, typical quantities, and what triggers a purchase, which would help for future follow-ups.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [], \"call_summary\": \"The agent contacted a lead who had previously searched for GP sheets. The customer explained the search was for a client inquiry that did not finalize, so he has no current requirement. He described his business as inquiry-based, dealing in GI sheets and MS plates. The agent confirmed JSW can supply MS plates and ended the call by sending a WhatsApp message for future contact.\"}", "error": null, "latency_ms": 26658, "input_tokens": 3430, "output_tokens": 849, "created_at": "2026-09-25 12:05:52", "sentiment": "neutral", "sentiment_score": -0.032, "sentiment_confidence": "high", "pos": 4, "neg": 4, "lex_hits": 20, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.507, "agent_talk_sec": 22.1, "customer_talk_sec": 21.5, "dead_air_sec": 62.4, "longest_monologue_sec": 4.5, "agent_wpm": 323.1, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 7, "words_agent": 119, "words_customer": 115, "monologue_heavy": 0, "turns": [ { "ucid": "21112178962445091", "idx": 0, "speaker": "customer", "start_s": 4.78, "end_s": 5.18, "text_en": "Hello?", "text_native": "हलो?" }, { "ucid": "21112178962445091", "idx": 1, "speaker": "agent", "start_s": 5.26, "end_s": 6.6, "text_en": "Hello, am I speaking with Nishant Patel ji?", "text_native": "हलो, निशांत पटेल जी से बात हो रही है?" }, { "ucid": "21112178962445091", "idx": 2, "speaker": "customer", "start_s": 7.0, "end_s": 7.3, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178962445091", "idx": 3, "speaker": "agent", "start_s": 7.7, "end_s": 10.3, "text_en": "Yes, this is Ronak Patel speaking from JSW One. Sir, I have received a requirement for you now", "text_native": "जी, रोनक पटेल बात कर रहा हूं JSW One से। सर, मुझे रिक्वायरमेंट आई है अभी आपको" }, { "ucid": "21112178962445091", "idx": 4, "speaker": "customer", "start_s": 10.3, "end_s": 11.1, "text_en": "No no, not right now.", "text_native": "नहीं नहीं, अभी नहीं है।" }, { "ucid": "21112178962445091", "idx": 5, "speaker": "agent", "start_s": 11.1, "end_s": 12.1, "text_en": "in GP sheets.", "text_native": "GP शीट्स में।" }, { "ucid": "21112178962445091", "idx": 6, "speaker": "customer", "start_s": 12.5, "end_s": 13.0, "text_en": "No, no.", "text_native": "नहीं नहीं।" }, { "ucid": "21112178962445091", "idx": 7, "speaker": "agent", "start_s": 13.4, "end_s": 15.6, "text_en": "Okay. Sir, like what is your monthly purchase?", "text_native": "ठीक है। सर, लाइक कितना परचेस होता है आपका मंथली का?" }, { "ucid": "21112178962445091", "idx": 8, "speaker": "customer", "start_s": 16.3, "end_s": 17.8, "text_en": "No, what happened is I had received an inquiry.", "text_native": "नहीं, वो मेरे क्या है एक इन्क्वायरी आई थी।" }, { "ucid": "21112178962445091", "idx": 9, "speaker": "agent", "start_s": 18.0, "end_s": 18.4, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178962445091", "idx": 10, "speaker": "customer", "start_s": 18.4, "end_s": 24.8, "text_en": "For that, I was searching for material. But that inquiry has not been finalized, so there is no material requirement right now. Mine is based on inquiries. I have all types of work. As the client's requirement comes, accordingly, I mean.", "text_native": "उसके लिए मैंने मटेरियल का सर्च कर रहा था। पर वो इन्क्वायरी फाइनल नहीं हुई है इसलिए फिर अभी मटेरियल का रिक्वायरमेंट नहीं है। मेरा क्या है इन्क्वायरी के ऊपर है। मेरा हर एक टाइप का काम रहता है। जैसे क्लाइंट का रिक्वायरमेंट आता है उसके हिसाब से मतलब।" }, { "ucid": "21112178962445091", "idx": 11, "speaker": "agent", "start_s": 24.8, "end_s": 28.5, "text_en": "Okay. So sir, what other materials do you deal in? Do you also deal in HR, CR? Like in GP sheets", "text_native": "ओके। तो सर कौनसा और दूसरे मटेरियल्स में कौनसा डील करते हैं? HR, CR में भी डील करते हो? जैसे GP शीट्स में" }, { "ucid": "21112178962445091", "idx": 12, "speaker": "customer", "start_s": 28.5, "end_s": 31.3, "text_en": "No, no. I deal in GI sheets and then in MS plates.", "text_native": "नहीं नहीं। मैं अपना GI शीट में और फिर MS प्लेट में।" }, { "ucid": "21112178962445091", "idx": 13, "speaker": "agent", "start_s": 32.0, "end_s": 36.5, "text_en": "Okay. We can also provide MS plates. Sir, if any requirement comes up, let me know. I will ping you once on WhatsApp.", "text_native": "ओके। हम MS प्लेट्स भी दे सकते हैं। सर, कुछ रिक्वायरमेंट आएगा तो बताइए मैं आपको पिंग करता हूं एक बार WhatsApp पे।" }, { "ucid": "21112178962445091", "idx": 14, "speaker": "customer", "start_s": 36.8, "end_s": 37.5, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" }, { "ucid": "21112178962445091", "idx": 15, "speaker": "agent", "start_s": 38.0, "end_s": 40.1, "text_en": "Okay? Is any plan coming up now? Is any project of yours coming up now?", "text_native": "ठीक है? अभी कुछ प्लान आ रहा है? आपका कोई प्रोजेक्ट आ रहा है अभी?" }, { "ucid": "21112178962445091", "idx": 16, "speaker": "customer", "start_s": 40.1, "end_s": 42.1, "text_en": "No, what now... no, not right now, none for now.", "text_native": "नहीं अभी तो क्या अभी नहीं, अभी नहीं है अभी तो कोई।" }, { "ucid": "21112178962445091", "idx": 17, "speaker": "agent", "start_s": 42.6, "end_s": 42.8, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178962445091", "idx": 18, "speaker": "customer", "start_s": 43.1, "end_s": 48.1, "text_en": "I will tell you when it comes. Right now, the client is providing all the material. Only a few inquiries are such where I have to purchase the material.", "text_native": "जब आएगा तब बताऊंगा। अभी क्या है अभी सब मटेरियल क्लाइंट ही प्रोवाइड कर रहे हैं। कुछ ही इन्क्वायरी ऐसी होती है कि जिसमें मेरेको मटेरियल परचेस करना होता है।" }, { "ucid": "21112178962445091", "idx": 19, "speaker": "agent", "start_s": 48.1, "end_s": 51.8, "text_en": "Okay. Okay. Okay. That will work, sir. I have pinged you on WhatsApp, if there's anything, let me know.", "text_native": "ठीक है। ओके। ठीक है। चलेगा सर। मैं आपको WhatsApp पिंग किया है, कुछ रहेगा तो बताइएगा।" }, { "ucid": "21112178962445091", "idx": 20, "speaker": "customer", "start_s": 52.1, "end_s": 53.2, "text_en": "Okay, okay, okay.", "text_native": "ओके, ओके, ओके।" }, { "ucid": "21112178962445091", "idx": 21, "speaker": "agent", "start_s": 53.5, "end_s": 53.9, "text_en": "Done.", "text_native": "डन।" } ], "steps": [ { "ucid": "21112178962445091", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, am I speaking with Nishant Patel ji? ... Yes, this is Ronak Patel speaking from JSW One.", "comment": "Agent greeted, used the customer's name, and identified JSW One, and the customer immediately indicated it was not a good time, which the agent respected." }, { "ucid": "21112178962445091", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I have received a requirement for you now in GP sheets.", "comment": "This is not a hook; it's a statement about the lead source and contains no benefit signal about price or availability." }, { "ucid": "21112178962445091", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "Sir, like what is your monthly purchase? ... So sir, what other materials do you deal in?", "comment": "Agent only attempted to discover monthly purchase (Q3) and materials handled (related to Q1), falling short of the 3 questions needed for a 'partial' score." }, { "ucid": "21112178962445091", "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 stated a capability ('We can also provide MS plates') after the customer mentioned it." }, { "ucid": "21112178962445091", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is any plan coming up now? Is any project of yours coming up now?", "comment": "Agent correctly asked if there was any upcoming requirement, even after the customer initially said no." }, { "ucid": "21112178962445091", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I have pinged you on WhatsApp, if there's anything, let me know.", "comment": "This is not a committed next step; it places the onus on the customer and lacks a specific follow-up date or action." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }