{ "ucid": "21112178964507081", "call_date": "2026-09-17", "start_time": "2026-09-17 17:07:50", "end_time": "2026-09-17 17:09:52", "duration_sec": 122, "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/DIAaf1d3759ecc68f434617f7cf35401d93.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1493, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964507081__DIAaf1d3759ecc68f434617f7cf35401d93.mp3", "audio_bytes": 312336, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 104.112, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello, good afternoon, greetings sir, I am Jeevan speaking, from the JSW One platform. (ஹலோ, குட் ஆப்டர்நூன் வணக்கம் சார், நான் ஜீவன் பேசுறேன், JSW One platform ல இருந்து.)\n[4s] CUSTOMER: Okay. (சரி.)\n[5s] AGENT: Sir, do you have any HR CR coil sheet requirement right now? (சார் இப்போதைக்கு ஏதாவது HR CR coil sheet requirement இருக்கா உங்களுக்கு?)\n[8s] CUSTOMER: There is, but they say JSW's rate is higher, is that true? (இருக்கு, பட் JSW னாலே rate கூடன்னு சொல்றாங்களே, உண்மைதானா?)\n[12s] CUSTOMER: Is the rate higher? (Rate ஜாஸ்தியா இருக்குன்னா?)\n[12s] AGENT: Ah, when comparing with SAIL and Vizag and all that? (ஆ, SAIL க்கும் Vizag இதெல்லாம் compare பண்ணும்போது?)\n[14s] CUSTOMER: Yes, when comparing with SAIL and Vizag and all that. (ஆமா, SAIL க்கும் Vizag இதெல்லாம் compare பண்ணும்போது.)\n[17s] AGENT: When comparing, sir, for HR sheet, we now have direct MOP, market operating price. (Compare பண்ணும்போது, சார் HR sheet ல இப்போ நம்மகிட்ட direct MOP, market operating price தான் இருக்கு.)\n[20s] CUSTOMER: Okay. (சரி.)\n[21s] AGENT: But on a daily basis, the price keeps changing. Now, if we place an order after 6 o'clock, the category team will say the price has been revised. So the price gets revised daily like that. For now, if you have any requirement, the current market price is 64, you'll get it for 6400. But that (பட் அது daily basis இல் இப்போ price change ஆயிட்டே இருக்கும். இப்போ ஆறு மணிக்கு மேலே நம்ம ஏதாவது order place பண்ணும்போது category team சொல்லுவாங்க price revise ஆயிடுச்சுன்னு. அப்போ அது daily அப்படியே price revise ஆகும். இப்போதைக்கு உங்களுக்கு ஏதாவது requirement இருந்தா இப்போ market price வந்து 64, 6400 ல கிடைக்கும். ஆனா அது)\n[30s] CUSTOMER: I need more than 50 tons. (எனக்கு ஒரு 50 ton க்கு மேல தேவைப்படுது.)\n[32s] AGENT: 50 tons? (50 ton ஆ?)\n[33s] CUSTOMER: Yes. (ஆமா.)\n[34s] AGENT: Okay. Is that requirement immediate or not? (ஓகே. நீங்க இப்போ அது requirement immediate ஆ இல்லைன்னா?)\n[36s] CUSTOMER: Immediate, immediate.\n[37s] AGENT: For immediate requirement, right? Okay okay, fine. Then I'll do one thing sir, is this 9952869056 your WhatsApp number? (Immediate requirement க்கு இல்லையா? ஓகே ஓகே, சரி. அப்போ நான் ஒரு வேலை பண்றேன் சார், இப்போ இந்த 9952869056 உங்க WhatsApp number தானே?)\n[41s] CUSTOMER: Yes, yes. (ஆமா, ஆமா.)\n[42s] AGENT: Okay, I'll send a message on that. You send the details on that, what thickness, make, material you need. (சரி, நான் அதுல கொஞ்சம் message போட்டு வைக்கிறேன். நீங்க அதுலயே கொஞ்சம் detail அனுப்புங்க, அந்த thickness, make, material என்ன வேணும்னு.)\n[45s] CUSTOMER: Send it, send it, I will send it, send it. (போடுங்க போடுங்க நான் அனுப்புறேன், போடுங்க.)\n[47s] AGENT: Okay okay, you put it on WhatsApp, I will escalate it right away and get the pricing for you. (சரி சரி, நீங்க WhatsApp ல போடு, நான் இப்பவே escalate பண்ணி உங்களுக்கு pricing எடுத்து தாரேன்.)\n[50s] CUSTOMER: I'll do it for you tomorrow, on a working day, I'll do it tomorrow. (நாளைக்கு உங்களுக்கு பண்றேன், working day ல நாளைக்கு பண்றேன்.)\n[52s] AGENT: Tomorrow? (நாளைக்கா?)\n[53s] CUSTOMER: Yes. (ஆமா.)\n[54s] AGENT: Okay okay, no problem. Then whatever rate comes for you tomorrow, I will tell you that. (சரி சரி, பரவாயில்லை. அப்போ உங்களுக்கு நாளைக்கு என்ன rate வருமோ அது நான் சொல்லி தாரேன்.)\n[56s] CUSTOMER: You put it on WhatsApp, I will give it, you give the quote, we can see after that. (நீங்க WhatsApp ல போடுங்க, நான் கொடுக்கிறேன், நீங்க quote குடுங்க, அதுக்கப்புறம் பாத்துக்கலாம்.)\n[59s] AGENT: Okay sir, okay. Okay, no worries. Thank you sir. (சரி சார், சரி. ஓகே, no worries. Thank you sir.)", "language": "Tamil", "languages": "[\"Tamil\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 turns, clean transcript (0% 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": 1.0, "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\"]", "pitch_coaching_note": "When a customer raises an early objection like price, acknowledge it and promise to address it, but then steer the conversation back to your discovery questions to regain control of 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 customer expressed an immediate need for over 50 tons of HR/CR coil but opened with a price objection. The agent addressed the pricing model but failed to conduct discovery, instead arranging for the customer to send specs via WhatsApp. The call ended with a clear next step for the customer to provide details the following day for a quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and opened with a qualification question instead of a benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; agent deferred this to the customer via WhatsApp.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked if a requirement exists but failed to capture any specific details (grade, thickness, etc.) on the call.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You put it on WhatsApp, I will give it, you give the quote, we can see after that.\", \"comment\": \"A clear next step was agreed upon by both parties for the following day.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises an early objection like price, acknowledge it and promise to address it, but then steer the conversation back to your discovery questions to regain control of 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\": \"handled\", \"evidence\": \"they say JSW's rate is higher, is that true?\", \"response\": \"When comparing, sir, for HR sheet, we now have direct MOP, market operating price. But on a daily basis, the price keeps changing.\"}], \"call_summary\": \"The customer expressed an immediate need for over 50 tons of HR/CR coil but opened with a price objection. The agent addressed the pricing model but failed to conduct discovery, instead arranging for the customer to send specs via WhatsApp. The call ended with a clear next step for the customer to provide details the following day for a quote.\"}", "error": null, "latency_ms": 43536, "input_tokens": 3670, "output_tokens": 781, "created_at": "2026-09-25 12:00:27", "sentiment": "positive", "sentiment_score": 0.517, "sentiment_confidence": "high", "pos": 12, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.699, "agent_talk_sec": 40.0, "customer_talk_sec": 17.2, "dead_air_sec": 64.8, "longest_monologue_sec": 9.5, "agent_wpm": 297.0, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 7, "words_agent": 198, "words_customer": 82, "monologue_heavy": 0, "turns": [ { "ucid": "21112178964507081", "idx": 0, "speaker": "agent", "start_s": 0.51, "end_s": 4.21, "text_en": "Hello, good afternoon, greetings sir, I am Jeevan speaking, from the JSW One platform.", "text_native": "ஹலோ, குட் ஆப்டர்நூன் வணக்கம் சார், நான் ஜீவன் பேசுறேன், JSW One platform ல இருந்து." }, { "ucid": "21112178964507081", "idx": 1, "speaker": "customer", "start_s": 4.3, "end_s": 4.73, "text_en": "Okay.", "text_native": "சரி." }, { "ucid": "21112178964507081", "idx": 2, "speaker": "agent", "start_s": 4.83, "end_s": 7.83, "text_en": "Sir, do you have any HR CR coil sheet requirement right now?", "text_native": "சார் இப்போதைக்கு ஏதாவது HR CR coil sheet requirement இருக்கா உங்களுக்கு?" }, { "ucid": "21112178964507081", "idx": 3, "speaker": "customer", "start_s": 8.3, "end_s": 11.1, "text_en": "There is, but they say JSW's rate is higher, is that true?", "text_native": "இருக்கு, பட் JSW னாலே rate கூடன்னு சொல்றாங்களே, உண்மைதானா?" }, { "ucid": "21112178964507081", "idx": 4, "speaker": "customer", "start_s": 11.6, "end_s": 12.44, "text_en": "Is the rate higher?", "text_native": "Rate ஜாஸ்தியா இருக்குன்னா?" }, { "ucid": "21112178964507081", "idx": 5, "speaker": "agent", "start_s": 12.5, "end_s": 14.5, "text_en": "Ah, when comparing with SAIL and Vizag and all that?", "text_native": "ஆ, SAIL க்கும் Vizag இதெல்லாம் compare பண்ணும்போது?" }, { "ucid": "21112178964507081", "idx": 6, "speaker": "customer", "start_s": 14.5, "end_s": 16.9, "text_en": "Yes, when comparing with SAIL and Vizag and all that.", "text_native": "ஆமா, SAIL க்கும் Vizag இதெல்லாம் compare பண்ணும்போது." }, { "ucid": "21112178964507081", "idx": 7, "speaker": "agent", "start_s": 17.0, "end_s": 20.5, "text_en": "When comparing, sir, for HR sheet, we now have direct MOP, market operating price.", "text_native": "Compare பண்ணும்போது, சார் HR sheet ல இப்போ நம்மகிட்ட direct MOP, market operating price தான் இருக்கு." }, { "ucid": "21112178964507081", "idx": 8, "speaker": "customer", "start_s": 20.5, "end_s": 20.9, "text_en": "Okay.", "text_native": "சரி." }, { "ucid": "21112178964507081", "idx": 9, "speaker": "agent", "start_s": 21.0, "end_s": 30.5, "text_en": "But on a daily basis, the price keeps changing. Now, if we place an order after 6 o'clock, the category team will say the price has been revised. So the price gets revised daily like that. For now, if you have any requirement, the current market price is 64, you'll get it for 6400. But that", "text_native": "பட் அது daily basis இல் இப்போ price change ஆயிட்டே இருக்கும். இப்போ ஆறு மணிக்கு மேலே நம்ம ஏதாவது order place பண்ணும்போது category team சொல்லுவாங்க price revise ஆயிடுச்சுன்னு. அப்போ அது daily அப்படியே price revise ஆகும். இப்போதைக்கு உங்களுக்கு ஏதாவது requirement இருந்தா இப்போ market price வந்து 64, 6400 ல கிடைக்கும். ஆனா அது" }, { "ucid": "21112178964507081", "idx": 10, "speaker": "customer", "start_s": 30.5, "end_s": 32.0, "text_en": "I need more than 50 tons.", "text_native": "எனக்கு ஒரு 50 ton க்கு மேல தேவைப்படுது." }, { "ucid": "21112178964507081", "idx": 11, "speaker": "agent", "start_s": 32.1, "end_s": 32.7, "text_en": "50 tons?", "text_native": "50 ton ஆ?" }, { "ucid": "21112178964507081", "idx": 12, "speaker": "customer", "start_s": 32.8, "end_s": 33.2, "text_en": "Yes.", "text_native": "ஆமா." }, { "ucid": "21112178964507081", "idx": 13, "speaker": "agent", "start_s": 33.6, "end_s": 36.0, "text_en": "Okay. Is that requirement immediate or not?", "text_native": "ஓகே. நீங்க இப்போ அது requirement immediate ஆ இல்லைன்னா?" }, { "ucid": "21112178964507081", "idx": 14, "speaker": "customer", "start_s": 36.0, "end_s": 36.8, "text_en": "Immediate, immediate.", "text_native": "Immediate, immediate." }, { "ucid": "21112178964507081", "idx": 15, "speaker": "agent", "start_s": 37.0, "end_s": 40.5, "text_en": "For immediate requirement, right? Okay okay, fine. Then I'll do one thing sir, is this 9952869056 your WhatsApp number?", "text_native": "Immediate requirement க்கு இல்லையா? ஓகே ஓகே, சரி. அப்போ நான் ஒரு வேலை பண்றேன் சார், இப்போ இந்த 9952869056 உங்க WhatsApp number தானே?" }, { "ucid": "21112178964507081", "idx": 16, "speaker": "customer", "start_s": 40.6, "end_s": 41.2, "text_en": "Yes, yes.", "text_native": "ஆமா, ஆமா." }, { "ucid": "21112178964507081", "idx": 17, "speaker": "agent", "start_s": 41.5, "end_s": 45.0, "text_en": "Okay, I'll send a message on that. You send the details on that, what thickness, make, material you need.", "text_native": "சரி, நான் அதுல கொஞ்சம் message போட்டு வைக்கிறேன். நீங்க அதுலயே கொஞ்சம் detail அனுப்புங்க, அந்த thickness, make, material என்ன வேணும்னு." }, { "ucid": "21112178964507081", "idx": 18, "speaker": "customer", "start_s": 45.0, "end_s": 46.5, "text_en": "Send it, send it, I will send it, send it.", "text_native": "போடுங்க போடுங்க நான் அனுப்புறேன், போடுங்க." }, { "ucid": "21112178964507081", "idx": 19, "speaker": "agent", "start_s": 46.8, "end_s": 49.5, "text_en": "Okay okay, you put it on WhatsApp, I will escalate it right away and get the pricing for you.", "text_native": "சரி சரி, நீங்க WhatsApp ல போடு, நான் இப்பவே escalate பண்ணி உங்களுக்கு pricing எடுத்து தாரேன்." }, { "ucid": "21112178964507081", "idx": 20, "speaker": "customer", "start_s": 49.5, "end_s": 51.8, "text_en": "I'll do it for you tomorrow, on a working day, I'll do it tomorrow.", "text_native": "நாளைக்கு உங்களுக்கு பண்றேன், working day ல நாளைக்கு பண்றேன்." }, { "ucid": "21112178964507081", "idx": 21, "speaker": "agent", "start_s": 52.0, "end_s": 52.5, "text_en": "Tomorrow?", "text_native": "நாளைக்கா?" }, { "ucid": "21112178964507081", "idx": 22, "speaker": "customer", "start_s": 52.8, "end_s": 53.2, "text_en": "Yes.", "text_native": "ஆமா." }, { "ucid": "21112178964507081", "idx": 23, "speaker": "agent", "start_s": 53.5, "end_s": 56.0, "text_en": "Okay okay, no problem. Then whatever rate comes for you tomorrow, I will tell you that.", "text_native": "சரி சரி, பரவாயில்லை. அப்போ உங்களுக்கு நாளைக்கு என்ன rate வருமோ அது நான் சொல்லி தாரேன்." }, { "ucid": "21112178964507081", "idx": 24, "speaker": "customer", "start_s": 56.2, "end_s": 59.0, "text_en": "You put it on WhatsApp, I will give it, you give the quote, we can see after that.", "text_native": "நீங்க WhatsApp ல போடுங்க, நான் கொடுக்கிறேன், நீங்க quote குடுங்க, அதுக்கப்புறம் பாத்துக்கலாம்." }, { "ucid": "21112178964507081", "idx": 25, "speaker": "agent", "start_s": 59.2, "end_s": 61.8, "text_en": "Okay sir, okay. Okay, no worries. Thank you sir.", "text_native": "சரி சார், சரி. ஓகே, no worries. Thank you sir." } ], "steps": [ { "ucid": "21112178964507081", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, jumping directly into a requirement question." }, { "ucid": "21112178964507081", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook and opened with a qualification question instead of a benefit." }, { "ucid": "21112178964507081", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked; agent deferred this to the customer via WhatsApp." }, { "ucid": "21112178964507081", "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 as no discovery was conducted to make them relevant." }, { "ucid": "21112178964507081", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent asked if a requirement exists but failed to capture any specific details (grade, thickness, etc.) on the call." }, { "ucid": "21112178964507081", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "You put it on WhatsApp, I will give it, you give the quote, we can see after that.", "comment": "A clear next step was agreed upon by both parties for the following day." } ], "objections": [ { "ucid": "21112178964507081", "obj_type": "price", "state": "handled", "evidence": "they say JSW's rate is higher, is that true?", "response": "When comparing, sir, for HR sheet, we now have direct MOP, market operating price. But on a daily basis, the price keeps changing." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }