{ "ucid": "21112178963804951", "call_date": "2026-09-17", "start_time": "2026-09-17 15:10:49", "end_time": "2026-09-17 15:12:54", "duration_sec": 125, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd9eff64b62d9a5d12ad7f8c3821ee648.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1558, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178963804951__DIAd9eff64b62d9a5d12ad7f8c3821ee648.mp3", "audio_bytes": 267840, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 89.28, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] UNKNOWN: Just stamp it and put some in the drain. What if we connect it somewhere else? (അത് മുദ്ര അടിച്ചിട്ട് ഡ്രൈൻ ആയിട്ട് കുറച്ച് ഇട്ടാൽ മതി. വേറെ എവിടെയെങ്കിലും കണക്ട് ചെയ്താലോ?)\n[5s] AGENT: Isn't this Mr. Ajeesh? (ഇത് മിസ്റ്റർ അജീഷ് അല്ലേ?)\n[7s] CUSTOMER: Yes, tell me. (അതെ, പറഞ്ഞോ.)\n[7s] AGENT: Ajeesh, this is Jeevan speaking. From the JSW platform. (അജീഷ്, ഞാൻ ജീവനാണ് സംസാരിക്കുന്നത്. JSW പ്ലാറ്റ്‌ഫോമിൽ നിന്ന്.)\n[10s] CUSTOMER: Which one? (ഏത്?)\n[11s] AGENT: JSW.\n[12s] CUSTOMER: Ah. (ആ.)\n[12s] AGENT: Ajeesh, so there was a registration done in the name of KVA SCM JV. So are you currently looking for any HR, CR sheet or coil? (അജീഷ്, അപ്പൊ ഇതില് KVA SCM JV പേരിൽ ഒരു രജിസ്‌ട്രേഷൻ ചെയ്തിരുന്നു. അപ്പൊ ഇപ്പൊ എന്തെങ്കിലും HR, CR ഷീറ്റോ കോയിലോ എന്തെങ്കിലും നോക്കുന്നുണ്ടോ?)\n[19s] CUSTOMER: Right now, we had it in the name of JSW itself. (ഇപ്പൊ JSW ന്റെ തന്നെ പേരിൽ ഉണ്ടായിരുന്നു.)\n[22s] AGENT: Where did you buy that from? Did you buy it from a dealer or? (അത് എവിടുന്നാ വാങ്ങിച്ചതാ? നിങ്ങള് ഡീലറിന്റെന്ന് വാങ്ങിച്ചതാണോ അതോ?)\n[24s] CUSTOMER: We bought it from the dealer. (നമ്മള് ഡീലറിന്റെന്നാ വാങ്ങിച്ചത്.)\n[25s] AGENT: From the dealer. Okay. Ajeesh, if your next requirement comes, if you deal directly by onboarding on our JSW platform, you (ഡീലറിന്റെന്ന്. ഓക്കേ. അജീഷിന് അടുത്ത റിക്വയർമെന്റ് വരുവാണെങ്കിൽ ഡയറക്റ്റ് ഇപ്പൊ നമ്മുടെ ഈ JSW പ്ലാറ്റ്‌ഫോമിൽ ഓൺബോർഡ് ആയിട്ട് ഡീൽ ചെയ്യുവാണെങ്കിൽ നിങ്ങൾക്ക്)\n[30s] CUSTOMER: Before this, isn't there Sharan? Sharan? Do you know Sharan from Perumbavoor? JSW One. (ഞാൻ ഇതിനു മുൻപ് ശരൺ ഇല്ലേ ശരൺ? ശരണിനെ അറിയോ പെരുമ്പാവൂരുള്ള? JSW One.)\n[34s] AGENT: Isn't there JSW One of ours? (JSW One ഇല്ലേ ഞങ്ങടെ?)\n[34s] CUSTOMER: Sharan, ah okay okay ah. When we take the rate from there like this, we don't get anything. The dealer will undercut that rate for us. (ശരൺ, ആ ഓക്കേ ഓക്കേ ആ. അവിടുന്ന് ഇതേപോലെ റേറ്റ് എടുക്കുമ്പോൾ ഒന്നും കിട്ടാറില്ല. എല്ലാം ഡീലർ അതിലും മുറിച്ചെറിയും റേറ്റ് ഞങ്ങൾക്ക്.)\n[40s] AGENT: Is the dealer giving it at a lower rate? (ഡീലർ കുറച്ച റേറ്റിലാണോ കൊടുക്കുന്നത്?)\n[41s] CUSTOMER: The dealer gives it at a lower rate than what you guys give. (അതിലും നിങ്ങള് തരുന്നതിലും റേറ്റ് കുറച്ചാണ് ഡീലർ തരുന്നത്.)\n[43s] AGENT: Okay. Which one, which material was it? Was it HR or CR? (ഓക്കേ. ഏതാ ഏത് മെറ്റീരിയൽ ആയിരുന്നു? എച്ച് ആർ ആണോ സി ആർ ആണോ?)\n[45s] CUSTOMER: We have everything. It was HR. (എല്ലാം ഉണ്ട്. എച്ച് ആർ ആയിരുന്നു.)\n[46s] AGENT: It was mainly HR, right? The dealer gives it at a lower rate, right? (എച്ച് ആർ ആയിരുന്നു മെയിൻലി അല്ലേ? ഡീലർ കുറവ് റേറ്റിന് കൊടുക്കുന്നല്ലേ?)\n[48s] CUSTOMER: Yes. (അതെ.)\n[48s] AGENT: Okay okay. Alright alright. Okay. Can you do one thing Ajeesh? No problem. Next time when you have any requirement, just ping me. I will get the price for you. We can see what the rate difference will be at that time. (ഓക്കേ ഓക്കേ. ശരി ശരി. ഓക്കേ. ഒരു കാര്യം ചെയ്യാമോ അജീഷ്? കുഴപ്പമില്ല. അടുത്ത തവണ നിങ്ങൾ എന്തെങ്കിലും റിക്വയർമെന്റ് വരുമ്പോൾ ജസ്റ്റ് ഒന്ന് എന്നെ പിങ് ചെയ്യ്. ഞാൻ പ്രൈസ് എടുത്ത് തരാം. നമുക്ക് നോക്കാം ആ സമയത്ത് എങ്ങനെയായിരിക്കും റേറ്റിന്റെ വ്യത്യാസം എന്ന്.)\n[56s] CUSTOMER: Alright. (ശരി.)\n[56s] AGENT: Okay, right? Thank you. Thank you Ajeesh. (ഓക്കേ അല്ലേ? താങ്ക്യൂ. താങ്ക്യൂ അജീഷ്.)", "language": "Malayalam", "languages": "[\"Malayalam\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: Some background conversation at the start, but the main call is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 turns, clean transcript (0% inaudible)", "band_language": "Malayalam", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer states our price is higher than a dealer's, you must counter by explaining our all-inclusive landed cost and offer a live quote, rather than accepting the objection and ending the call.", "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 agent contacted a registered lead to check for requirements. The customer immediately raised a strong price objection, stating their local dealer's rates are better than JSW One's. The agent accepted the objection without attempting to handle it and closed the call by asking the customer to get in touch for their next requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead, he immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only asked about the current supplier type (dealer) and failed to ask any other discovery questions.\"}, {\"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\": \"pass\", \"questions_hit\": null, \"evidence\": \"So are you currently looking for any HR, CR sheet or coil?\", \"comment\": \"Agent successfully asked if a current requirement exists, though the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step was a vague 'ping me next time' and not a specific, agent-owned action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states our price is higher than a dealer's, you must counter by explaining our all-inclusive landed cost and offer a live quote, rather than accepting the objection and ending the call.\", \"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\": \"The dealer gives it at a lower rate than what you guys give.\", \"response\": \"Okay okay. Alright alright. Okay. Can you do one thing Ajeesh? No problem. Next time when you have any requirement, just ping me.\"}], \"call_summary\": \"The agent contacted a registered lead to check for requirements. The customer immediately raised a strong price objection, stating their local dealer's rates are better than JSW One's. The agent accepted the objection without attempting to handle it and closed the call by asking the customer to get in touch for their next requirement.\"}", "error": null, "latency_ms": 33704, "input_tokens": 3677, "output_tokens": 782, "created_at": "2026-09-25 12:02:48", "sentiment": "neutral", "sentiment_score": -0.086, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.681, "agent_talk_sec": 33.9, "customer_talk_sec": 15.9, "dead_air_sec": 75.2, "longest_monologue_sec": 7.4, "agent_wpm": 292.0, "interruptions": 0, "agent_turns": 12, "customer_turns": 11, "discovery_qs": 12, "words_agent": 165, "words_customer": 84, "monologue_heavy": 0, "turns": [ { "ucid": "21112178963804951", "idx": 0, "speaker": "unknown", "start_s": 0.51, "end_s": 4.51, "text_en": "Just stamp it and put some in the drain. What if we connect it somewhere else?", "text_native": "അത് മുദ്ര അടിച്ചിട്ട് ഡ്രൈൻ ആയിട്ട് കുറച്ച് ഇട്ടാൽ മതി. വേറെ എവിടെയെങ്കിലും കണക്ട് ചെയ്താലോ?" }, { "ucid": "21112178963804951", "idx": 1, "speaker": "agent", "start_s": 5.1, "end_s": 6.3, "text_en": "Isn't this Mr. Ajeesh?", "text_native": "ഇത് മിസ്റ്റർ അജീഷ് അല്ലേ?" }, { "ucid": "21112178963804951", "idx": 2, "speaker": "customer", "start_s": 6.56, "end_s": 7.16, "text_en": "Yes, tell me.", "text_native": "അതെ, പറഞ്ഞോ." }, { "ucid": "21112178963804951", "idx": 3, "speaker": "agent", "start_s": 7.3, "end_s": 10.2, "text_en": "Ajeesh, this is Jeevan speaking. From the JSW platform.", "text_native": "അജീഷ്, ഞാൻ ജീവനാണ് സംസാരിക്കുന്നത്. JSW പ്ലാറ്റ്‌ഫോമിൽ നിന്ന്." }, { "ucid": "21112178963804951", "idx": 4, "speaker": "customer", "start_s": 10.5, "end_s": 10.8, "text_en": "Which one?", "text_native": "ഏത്?" }, { "ucid": "21112178963804951", "idx": 5, "speaker": "agent", "start_s": 10.9, "end_s": 11.4, "text_en": "JSW.", "text_native": "JSW." }, { "ucid": "21112178963804951", "idx": 6, "speaker": "customer", "start_s": 11.5, "end_s": 11.9, "text_en": "Ah.", "text_native": "ആ." }, { "ucid": "21112178963804951", "idx": 7, "speaker": "agent", "start_s": 12.3, "end_s": 18.8, "text_en": "Ajeesh, so there was a registration done in the name of KVA SCM JV. So are you currently looking for any HR, CR sheet or coil?", "text_native": "അജീഷ്, അപ്പൊ ഇതില് KVA SCM JV പേരിൽ ഒരു രജിസ്‌ട്രേഷൻ ചെയ്തിരുന്നു. അപ്പൊ ഇപ്പൊ എന്തെങ്കിലും HR, CR ഷീറ്റോ കോയിലോ എന്തെങ്കിലും നോക്കുന്നുണ്ടോ?" }, { "ucid": "21112178963804951", "idx": 8, "speaker": "customer", "start_s": 19.2, "end_s": 21.2, "text_en": "Right now, we had it in the name of JSW itself.", "text_native": "ഇപ്പൊ JSW ന്റെ തന്നെ പേരിൽ ഉണ്ടായിരുന്നു." }, { "ucid": "21112178963804951", "idx": 9, "speaker": "agent", "start_s": 21.5, "end_s": 23.4, "text_en": "Where did you buy that from? Did you buy it from a dealer or?", "text_native": "അത് എവിടുന്നാ വാങ്ങിച്ചതാ? നിങ്ങള് ഡീലറിന്റെന്ന് വാങ്ങിച്ചതാണോ അതോ?" }, { "ucid": "21112178963804951", "idx": 10, "speaker": "customer", "start_s": 23.5, "end_s": 24.7, "text_en": "We bought it from the dealer.", "text_native": "നമ്മള് ഡീലറിന്റെന്നാ വാങ്ങിച്ചത്." }, { "ucid": "21112178963804951", "idx": 11, "speaker": "agent", "start_s": 24.8, "end_s": 30.4, "text_en": "From the dealer. Okay. Ajeesh, if your next requirement comes, if you deal directly by onboarding on our JSW platform, you", "text_native": "ഡീലറിന്റെന്ന്. ഓക്കേ. അജീഷിന് അടുത്ത റിക്വയർമെന്റ് വരുവാണെങ്കിൽ ഡയറക്റ്റ് ഇപ്പൊ നമ്മുടെ ഈ JSW പ്ലാറ്റ്‌ഫോമിൽ ഓൺബോർഡ് ആയിട്ട് ഡീൽ ചെയ്യുവാണെങ്കിൽ നിങ്ങൾക്ക്" }, { "ucid": "21112178963804951", "idx": 12, "speaker": "customer", "start_s": 30.5, "end_s": 33.4, "text_en": "Before this, isn't there Sharan? Sharan? Do you know Sharan from Perumbavoor? JSW One.", "text_native": "ഞാൻ ഇതിനു മുൻപ് ശരൺ ഇല്ലേ ശരൺ? ശരണിനെ അറിയോ പെരുമ്പാവൂരുള്ള? JSW One." }, { "ucid": "21112178963804951", "idx": 13, "speaker": "agent", "start_s": 33.5, "end_s": 34.4, "text_en": "Isn't there JSW One of ours?", "text_native": "JSW One ഇല്ലേ ഞങ്ങടെ?" }, { "ucid": "21112178963804951", "idx": 14, "speaker": "customer", "start_s": 34.5, "end_s": 39.4, "text_en": "Sharan, ah okay okay ah. When we take the rate from there like this, we don't get anything. The dealer will undercut that rate for us.", "text_native": "ശരൺ, ആ ഓക്കേ ഓക്കേ ആ. അവിടുന്ന് ഇതേപോലെ റേറ്റ് എടുക്കുമ്പോൾ ഒന്നും കിട്ടാറില്ല. എല്ലാം ഡീലർ അതിലും മുറിച്ചെറിയും റേറ്റ് ഞങ്ങൾക്ക്." }, { "ucid": "21112178963804951", "idx": 15, "speaker": "agent", "start_s": 39.5, "end_s": 40.7, "text_en": "Is the dealer giving it at a lower rate?", "text_native": "ഡീലർ കുറച്ച റേറ്റിലാണോ കൊടുക്കുന്നത്?" }, { "ucid": "21112178963804951", "idx": 16, "speaker": "customer", "start_s": 40.8, "end_s": 42.7, "text_en": "The dealer gives it at a lower rate than what you guys give.", "text_native": "അതിലും നിങ്ങള് തരുന്നതിലും റേറ്റ് കുറച്ചാണ് ഡീലർ തരുന്നത്." }, { "ucid": "21112178963804951", "idx": 17, "speaker": "agent", "start_s": 42.8, "end_s": 44.7, "text_en": "Okay. Which one, which material was it? Was it HR or CR?", "text_native": "ഓക്കേ. ഏതാ ഏത് മെറ്റീരിയൽ ആയിരുന്നു? എച്ച് ആർ ആണോ സി ആർ ആണോ?" }, { "ucid": "21112178963804951", "idx": 18, "speaker": "customer", "start_s": 44.8, "end_s": 45.7, "text_en": "We have everything. It was HR.", "text_native": "എല്ലാം ഉണ്ട്. എച്ച് ആർ ആയിരുന്നു." }, { "ucid": "21112178963804951", "idx": 19, "speaker": "agent", "start_s": 45.8, "end_s": 47.9, "text_en": "It was mainly HR, right? The dealer gives it at a lower rate, right?", "text_native": "എച്ച് ആർ ആയിരുന്നു മെയിൻലി അല്ലേ? ഡീലർ കുറവ് റേറ്റിന് കൊടുക്കുന്നല്ലേ?" }, { "ucid": "21112178963804951", "idx": 20, "speaker": "customer", "start_s": 48.0, "end_s": 48.4, "text_en": "Yes.", "text_native": "അതെ." }, { "ucid": "21112178963804951", "idx": 21, "speaker": "agent", "start_s": 48.5, "end_s": 55.9, "text_en": "Okay okay. Alright alright. Okay. Can you do one thing Ajeesh? No problem. Next time when you have any requirement, just ping me. I will get the price for you. We can see what the rate difference will be at that time.", "text_native": "ഓക്കേ ഓക്കേ. ശരി ശരി. ഓക്കേ. ഒരു കാര്യം ചെയ്യാമോ അജീഷ്? കുഴപ്പമില്ല. അടുത്ത തവണ നിങ്ങൾ എന്തെങ്കിലും റിക്വയർമെന്റ് വരുമ്പോൾ ജസ്റ്റ് ഒന്ന് എന്നെ പിങ് ചെയ്യ്. ഞാൻ പ്രൈസ് എടുത്ത് തരാം. നമുക്ക് നോക്കാം ആ സമയത്ത് എങ്ങനെയായിരിക്കും റേറ്റിന്റെ വ്യത്യാസം എന്ന്." }, { "ucid": "21112178963804951", "idx": 22, "speaker": "customer", "start_s": 56.0, "end_s": 56.4, "text_en": "Alright.", "text_native": "ശരി." }, { "ucid": "21112178963804951", "idx": 23, "speaker": "agent", "start_s": 56.5, "end_s": 58.3, "text_en": "Okay, right? Thank you. Thank you Ajeesh.", "text_native": "ഓക്കേ അല്ലേ? താങ്ക്യൂ. താങ്ക്യൂ അജീഷ്." } ], "steps": [ { "ucid": "21112178963804951", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified JSW but failed to ask for permission to speak." }, { "ucid": "21112178963804951", "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 deliver a hook; instead, he immediately asked if the customer had a requirement." }, { "ucid": "21112178963804951", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only asked about the current supplier type (dealer) and failed to ask any other discovery questions." }, { "ucid": "21112178963804951", "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": "21112178963804951", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So are you currently looking for any HR, CR sheet or coil?", "comment": "Agent successfully asked if a current requirement exists, though the customer deflected." }, { "ucid": "21112178963804951", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The next step was a vague 'ping me next time' and not a specific, agent-owned action." } ], "objections": [ { "ucid": "21112178963804951", "obj_type": "price", "state": "mishandled", "evidence": "The dealer gives it at a lower rate than what you guys give.", "response": "Okay okay. Alright alright. Okay. Can you do one thing Ajeesh? No problem. Next time when you have any requirement, just ping me." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }