{ "ucid": "21112178963529271", "call_date": "2026-09-17", "start_time": "2026-09-17 14:24:52", "end_time": "2026-09-17 14:27:18", "duration_sec": 146, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA01cab6c5c324a09ccee454fdb0ed7f97.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1577, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178963529271__DIA01cab6c5c324a09ccee454fdb0ed7f97.mp3", "audio_bytes": 407160, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 135.72, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Hi, if you record your name and reason for calling, I'll see if this person is available.\n[11s] AGENT: Hello?\n[11s] CUSTOMER: Hello?\n[12s] AGENT: Hello sir, I am Jeevan speaking from the JSW One platform. (வணக்கம் சார், நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து.)\n[15s] CUSTOMER: Tell me, sir. (சொல்லுங்க சார்.)\n[16s] AGENT: Sir, yeah, I just wanted to check if you have any requirement for HRCR sheet or coil as of now.\n[22s] CUSTOMER: What's your current price? Can you tell your price, sir? From 1.6 to 12 mm, sir?\n[26s] AGENT: Uh, 12 mm thickness you meant?\n[27s] CUSTOMER: Yes sir, 1.6 mm to 12 mm, what is your current price, sir?\n[30s] AGENT: So current market operating price for your, I believe Coimbatore, right? Okay, for Chennai location and Coimbatore location, it comes around 64,250 for the sheet.\n[36s] CUSTOMER: Okay, sir. Same price available in the market itself. So, will you offer in same price, sir? (ஓகே சார். சேம் பிரைஸ் அவைலபிள் இன் த மார்க்கெட் இட்செல்ப். சோ, வில் யூ ஆஃபர் இன் சேம் பிரைஸ் சார்?)\n[40s] AGENT: Uh, you mean same price where?\n[41s] CUSTOMER: Yes sir, yes sir. Our dealer [inaudible] some other [inaudible] following. (எஸ் சார், எஸ் சார். அவர் டீலர் [inaudible] சம் அதர் [inaudible] ஃபாலோயிங்.)\n[45s] AGENT: But sir, I would suggest you to, you know, kindly check with your dealer again because yesterday, a couple of inquiries, we had the same thing and the customer was like, I will check with the dealer, but the dealer was quoting almost 100 to 200 rupees more. And we are directly from JSW Chennai plant.\n[54s] CUSTOMER: Yes sir, 100, 200 rupees is not a big difference, sir. It's a, yes, not a big difference.\n[57s] AGENT: Yeah, so, but the other thing what we offer is that once when you get onboarded, right, there are other benefits like you get the cashback for your second order, third order.\n[62s] CUSTOMER: Okay, okay. (ஓகே, ஓகே.)\n[63s] AGENT: Yeah, the only, the only hurdle, the only hurdle is that you just have to get onboarded to our platform.\n[66s] CUSTOMER: Okay. (ஓகே.)\n[67s] AGENT: For the seamless, you know, seamless transaction, delivery, and all the support.\n[70s] CUSTOMER: Okay sir, I will come back to you soon, sir. I will call you. (ஓகே சார், ஐ வில் கம் பேக் டு யூ சூன் சார். ஐ வில் கால் யூ.)\n[73s] AGENT: Sure, sure. Let me just confirm if this is your WhatsApp number?\n[74s] CUSTOMER: Yes sir, yes sir, this is my WhatsApp.\n[76s] AGENT: Perfect. Yeah, so I'll share you my details over that. Once the requirement comes live, you just kindly let me know.\n[80s] CUSTOMER: Okay. (ஓகே.)\n[81s] AGENT: Okay, thank you, sir.\n[82s] CUSTOMER: [inaudible]", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 27, "connected": 1, "audio_notes": "noisy: Consistent background noise (wind/fan) on the customer's side, which occasionally makes their speech slightly muffled.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "27 turns, clean transcript (7% inaudible)", "band_language": "Tamil", "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": "You lost control of the call by letting the customer's first question about price derail the entire structure. You must complete discovery to understand the customer's business before discussing price, which allows you to build value first.", "usp_relevance": "mismatched", "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 agent called to check for HR/CR requirements. The customer immediately took control, asking for the price and then objecting that it was the same as the market rate. The agent failed to conduct any discovery, mishandled the price objection, and the call ended with a vague agreement to share contact details without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello sir, I am Jeevan speaking from the JSW One platform. ... I just wanted to check if you have any requirement for HRCR sheet or coil as of now.\", \"comment\": \"The agent identified themself and JSW One but did not ask for permission to speak, instead jumping directly to a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I just wanted to check if you have any requirement for HRCR sheet or coil as of now.\", \"comment\": \"The agent did not lead with a supply or price hook; they opened with a direct question about requirements, which is not the supply-led pitch structure.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: the other thing what we offer is that once when you get onboarded, right, there are other benefits like you get the cashback for your second order, third order.\", \"comment\": \"The agent pitched generic onboarding benefits (cashback) that were not tied to any discovered customer need, as no discovery was performed.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I just wanted to check if you have any requirement for HRCR sheet or coil as of now.\", \"comment\": \"While the agent asked if a requirement exists, they failed to capture any specific details (grade, exact thickness, quantity, location) when the customer deflected to price.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: so I'll share you my details over that. Once the requirement comes live, you just kindly let me know.\", \"comment\": \"The call ended with a passive 'let me know', not a committed next step like sending a quote or scheduling a specific callback.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"You lost control of the call by letting the customer's first question about price derail the entire structure. You must complete discovery to understand the customer's business before discussing price, which allows you to build value first.\", \"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\": \"CUSTOMER: Same price available in the market itself. So, will you offer in same price, sir?\", \"response\": \"AGENT: But sir, I would suggest you to, you know, kindly check with your dealer again because... the dealer was quoting almost 100 to 200 rupees more.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"raised\", \"evidence\": \"CUSTOMER: Our dealer [inaudible] some other [inaudible] following.\", \"response\": \"\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: Okay sir, I will come back to you soon, sir. I will call you.\", \"response\": \"AGENT: so I'll share you my details over that. Once the requirement comes live, you just kindly let me know.\"}], \"call_summary\": \"The agent called to check for HR/CR requirements. The customer immediately took control, asking for the price and then objecting that it was the same as the market rate. The agent failed to conduct any discovery, mishandled the price objection, and the call ended with a vague agreement to share contact details without a firm next step.\"}", "error": null, "latency_ms": 36193, "input_tokens": 3424, "output_tokens": 1137, "created_at": "2026-09-25 12:03:44", "sentiment": "positive", "sentiment_score": 0.233, "sentiment_confidence": "high", "pos": 6, "neg": 1, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.626, "agent_talk_sec": 40.7, "customer_talk_sec": 24.3, "dead_air_sec": 81.0, "longest_monologue_sec": 8.8, "agent_wpm": 334.6, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 5, "words_agent": 227, "words_customer": 108, "monologue_heavy": 0, "turns": [ { "ucid": "21112178963529271", "idx": 0, "speaker": "unknown", "start_s": 0.0, "end_s": 4.2, "text_en": "Hi, if you record your name and reason for calling, I'll see if this person is available.", "text_native": "Hi, if you record your name and reason for calling, I'll see if this person is available." }, { "ucid": "21112178963529271", "idx": 1, "speaker": "agent", "start_s": 10.53, "end_s": 10.93, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178963529271", "idx": 2, "speaker": "customer", "start_s": 11.03, "end_s": 11.43, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178963529271", "idx": 3, "speaker": "agent", "start_s": 11.83, "end_s": 14.83, "text_en": "Hello sir, I am Jeevan speaking from the JSW One platform.", "text_native": "வணக்கம் சார், நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து." }, { "ucid": "21112178963529271", "idx": 4, "speaker": "customer", "start_s": 15.23, "end_s": 15.73, "text_en": "Tell me, sir.", "text_native": "சொல்லுங்க சார்." }, { "ucid": "21112178963529271", "idx": 5, "speaker": "agent", "start_s": 16.33, "end_s": 20.83, "text_en": "Sir, yeah, I just wanted to check if you have any requirement for HRCR sheet or coil as of now.", "text_native": "Sir, yeah, I just wanted to check if you have any requirement for HRCR sheet or coil as of now." }, { "ucid": "21112178963529271", "idx": 6, "speaker": "customer", "start_s": 21.53, "end_s": 24.83, "text_en": "What's your current price? Can you tell your price, sir? From 1.6 to 12 mm, sir?", "text_native": "What's your current price? Can you tell your price, sir? From 1.6 to 12 mm, sir?" }, { "ucid": "21112178963529271", "idx": 7, "speaker": "agent", "start_s": 25.53, "end_s": 26.73, "text_en": "Uh, 12 mm thickness you meant?", "text_native": "Uh, 12 mm thickness you meant?" }, { "ucid": "21112178963529271", "idx": 8, "speaker": "customer", "start_s": 27.13, "end_s": 29.53, "text_en": "Yes sir, 1.6 mm to 12 mm, what is your current price, sir?", "text_native": "Yes sir, 1.6 mm to 12 mm, what is your current price, sir?" }, { "ucid": "21112178963529271", "idx": 9, "speaker": "agent", "start_s": 29.83, "end_s": 35.53, "text_en": "So current market operating price for your, I believe Coimbatore, right? Okay, for Chennai location and Coimbatore location, it comes around 64,250 for the sheet.", "text_native": "So current market operating price for your, I believe Coimbatore, right? Okay, for Chennai location and Coimbatore location, it comes around 64,250 for the sheet." }, { "ucid": "21112178963529271", "idx": 10, "speaker": "customer", "start_s": 36.03, "end_s": 40.03, "text_en": "Okay, sir. Same price available in the market itself. So, will you offer in same price, sir?", "text_native": "ஓகே சார். சேம் பிரைஸ் அவைலபிள் இன் த மார்க்கெட் இட்செல்ப். சோ, வில் யூ ஆஃபர் இன் சேம் பிரைஸ் சார்?" }, { "ucid": "21112178963529271", "idx": 11, "speaker": "agent", "start_s": 40.13, "end_s": 41.03, "text_en": "Uh, you mean same price where?", "text_native": "Uh, you mean same price where?" }, { "ucid": "21112178963529271", "idx": 12, "speaker": "customer", "start_s": 41.43, "end_s": 45.03, "text_en": "Yes sir, yes sir. Our dealer [inaudible] some other [inaudible] following.", "text_native": "எஸ் சார், எஸ் சார். அவர் டீலர் [inaudible] சம் அதர் [inaudible] ஃபாலோயிங்." }, { "ucid": "21112178963529271", "idx": 13, "speaker": "agent", "start_s": 45.23, "end_s": 54.03, "text_en": "But sir, I would suggest you to, you know, kindly check with your dealer again because yesterday, a couple of inquiries, we had the same thing and the customer was like, I will check with the dealer, but the dealer was quoting almost 100 to 200 rupees more. And we are directly from JSW Chennai plant.", "text_native": "But sir, I would suggest you to, you know, kindly check with your dealer again because yesterday, a couple of inquiries, we had the same thing and the customer was like, I will check with the dealer, but the dealer was quoting almost 100 to 200 rupees more. And we are directly from JSW Chennai plant." }, { "ucid": "21112178963529271", "idx": 14, "speaker": "customer", "start_s": 54.13, "end_s": 57.03, "text_en": "Yes sir, 100, 200 rupees is not a big difference, sir. It's a, yes, not a big difference.", "text_native": "Yes sir, 100, 200 rupees is not a big difference, sir. It's a, yes, not a big difference." }, { "ucid": "21112178963529271", "idx": 15, "speaker": "agent", "start_s": 57.33, "end_s": 62.03, "text_en": "Yeah, so, but the other thing what we offer is that once when you get onboarded, right, there are other benefits like you get the cashback for your second order, third order.", "text_native": "Yeah, so, but the other thing what we offer is that once when you get onboarded, right, there are other benefits like you get the cashback for your second order, third order." }, { "ucid": "21112178963529271", "idx": 16, "speaker": "customer", "start_s": 62.13, "end_s": 62.83, "text_en": "Okay, okay.", "text_native": "ஓகே, ஓகே." }, { "ucid": "21112178963529271", "idx": 17, "speaker": "agent", "start_s": 63.23, "end_s": 65.83, "text_en": "Yeah, the only, the only hurdle, the only hurdle is that you just have to get onboarded to our platform.", "text_native": "Yeah, the only, the only hurdle, the only hurdle is that you just have to get onboarded to our platform." }, { "ucid": "21112178963529271", "idx": 18, "speaker": "customer", "start_s": 66.03, "end_s": 66.43, "text_en": "Okay.", "text_native": "ஓகே." }, { "ucid": "21112178963529271", "idx": 19, "speaker": "agent", "start_s": 66.53, "end_s": 69.03, "text_en": "For the seamless, you know, seamless transaction, delivery, and all the support.", "text_native": "For the seamless, you know, seamless transaction, delivery, and all the support." }, { "ucid": "21112178963529271", "idx": 20, "speaker": "customer", "start_s": 70.03, "end_s": 72.53, "text_en": "Okay sir, I will come back to you soon, sir. I will call you.", "text_native": "ஓகே சார், ஐ வில் கம் பேக் டு யூ சூன் சார். ஐ வில் கால் யூ." }, { "ucid": "21112178963529271", "idx": 21, "speaker": "agent", "start_s": 72.63, "end_s": 74.23, "text_en": "Sure, sure. Let me just confirm if this is your WhatsApp number?", "text_native": "Sure, sure. Let me just confirm if this is your WhatsApp number?" }, { "ucid": "21112178963529271", "idx": 22, "speaker": "customer", "start_s": 74.43, "end_s": 75.63, "text_en": "Yes sir, yes sir, this is my WhatsApp.", "text_native": "Yes sir, yes sir, this is my WhatsApp." }, { "ucid": "21112178963529271", "idx": 23, "speaker": "agent", "start_s": 75.73, "end_s": 79.53, "text_en": "Perfect. Yeah, so I'll share you my details over that. Once the requirement comes live, you just kindly let me know.", "text_native": "Perfect. Yeah, so I'll share you my details over that. Once the requirement comes live, you just kindly let me know." }, { "ucid": "21112178963529271", "idx": 24, "speaker": "customer", "start_s": 79.83, "end_s": 80.23, "text_en": "Okay.", "text_native": "ஓகே." }, { "ucid": "21112178963529271", "idx": 25, "speaker": "agent", "start_s": 80.53, "end_s": 81.53, "text_en": "Okay, thank you, sir.", "text_native": "Okay, thank you, sir." }, { "ucid": "21112178963529271", "idx": 26, "speaker": "customer", "start_s": 81.83, "end_s": 83.83, "text_en": "[inaudible]", "text_native": "[inaudible]" } ], "steps": [ { "ucid": "21112178963529271", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Hello sir, I am Jeevan speaking from the JSW One platform. ... I just wanted to check if you have any requirement for HRCR sheet or coil as of now.", "comment": "The agent identified themself and JSW One but did not ask for permission to speak, instead jumping directly to a requirement check." }, { "ucid": "21112178963529271", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: I just wanted to check if you have any requirement for HRCR sheet or coil as of now.", "comment": "The agent did not lead with a supply or price hook; they opened with a direct question about requirements, which is not the supply-led pitch structure." }, { "ucid": "21112178963529271", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero discovery questions about the customer's business, volume, or current suppliers." }, { "ucid": "21112178963529271", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: the other thing what we offer is that once when you get onboarded, right, there are other benefits like you get the cashback for your second order, third order.", "comment": "The agent pitched generic onboarding benefits (cashback) that were not tied to any discovered customer need, as no discovery was performed." }, { "ucid": "21112178963529271", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: I just wanted to check if you have any requirement for HRCR sheet or coil as of now.", "comment": "While the agent asked if a requirement exists, they failed to capture any specific details (grade, exact thickness, quantity, location) when the customer deflected to price." }, { "ucid": "21112178963529271", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: so I'll share you my details over that. Once the requirement comes live, you just kindly let me know.", "comment": "The call ended with a passive 'let me know', not a committed next step like sending a quote or scheduling a specific callback." } ], "objections": [ { "ucid": "21112178963529271", "obj_type": "price", "state": "mishandled", "evidence": "CUSTOMER: Same price available in the market itself. So, will you offer in same price, sir?", "response": "AGENT: But sir, I would suggest you to, you know, kindly check with your dealer again because... the dealer was quoting almost 100 to 200 rupees more." }, { "ucid": "21112178963529271", "obj_type": "incumbent_supplier", "state": "raised", "evidence": "CUSTOMER: Our dealer [inaudible] some other [inaudible] following.", "response": "" }, { "ucid": "21112178963529271", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "CUSTOMER: Okay sir, I will come back to you soon, sir. I will call you.", "response": "AGENT: so I'll share you my details over that. Once the requirement comes live, you just kindly let me know." } ], "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": [] }