{ "ucid": "21112178971111151", "call_date": "2026-09-18", "start_time": "2026-09-18 11:28:31", "end_time": "2026-09-18 11:31:58", "duration_sec": 207, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9bd1dc178be0b4b3eb4ea32a3b49c51a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1435, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178971111151__DIA9bd1dc178be0b4b3eb4ea32a3b49c51a.mp3", "audio_bytes": 548640, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 182.88, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello?\n[6s] CUSTOMER: Hello.\n[7s] AGENT: Yes.\n[8s] AGENT: Good morning. Am I speaking to College Dekho?\n[10s] CUSTOMER: Yes, yes.\n[11s] AGENT: Rohit Dubey, Mr. Rohit Dubey, is it?\n[13s] CUSTOMER: Yes, yes. (हाँ, हाँ जी।)\n[14s] AGENT: Sir, are you looking to buy cement from JSW One platform? You have raised an inquiry on our platform.\n[17s] CUSTOMER: Yeah, I placed an inquiry. I want to know the rate of the cement and the what kind of services you provide for also.\n[22s] AGENT: We supply building materials, structural steel. It is including GI, GP, HR, CR, then channels, angles, beams, everything. Plus TMT and cement. What is it that you're particularly looking for and where?\n[30s] CUSTOMER: Actually looking for multiple location. Actually I have a manufacturing unit of iron and steel and iron products. We make a nails from it. So I think that there is a 12 gauge of wire rod which we make a nails of 12 gauge. So what are the rate of 12 gauge?\n[40s] AGENT: But sir, you've raised an inquiry for cement here. Is that right?\n[42s] CUSTOMER: Yeah, it is right. Also I need a cement also because I want to trading on do a trading also for a cement.\n[46s] AGENT: But sir, we cannot supply non-trade material for trading. It has to be retail.\n[49s] CUSTOMER: No, no, for a retail purpose right. When I it is coming to my... (No, no, for a retail purpose na. When I it is coming to my...)\n[51s] AGENT: Correct.\n[52s] CUSTOMER: So...\n[52s] AGENT: So for open market supply... correct, correct. So I got your point. So for open market supply, if at all you're buying cement, it has to be trade material. Cannot be non-trade, right? So we cannot supply non-trade material for retail supplies, what I'm trying to say. Uh, alternatively, what is it, you want to buy wire rods from us?\n[62s] CUSTOMER: Yes, yes, yes.\n[63s] AGENT: Okay. What is it, what is the quantity required?\n[65s] CUSTOMER: We take on a monthly basis, we take around more than 100 tons to 200 tons of wire rod.\n[69s] AGENT: 100 to 200 tons.\n[70s] CUSTOMER: We take from the Durgapur. There is a one, two to three manufacturing companies. So we buy from there.\n[74s] AGENT: Durgapur.\n[75s] CUSTOMER: Yeah.\n[76s] AGENT: Okay.\n[78s] CUSTOMER: Yes.\n[78s] AGENT: Okay. Alright. I'll do one thing, sir. You give me the quantity details. Let me just get the prices and get back to you in some time.\n[83s] CUSTOMER: Yeah, okay, sure.\n[84s] AGENT: Right, sir.\n[85s] CUSTOMER: Okay. So can you tell me there is a 12 gauge, you also provide this kind of wire which we use, what we call the lenter wire, the one that is used in the lenter, the thin wire, do you provide that as well? (Okay. So can you tell me there is a 12 gauge, you also provide this kind of wire which we use, jo lenter wala taar bolte hain jo apna ek jo lenter mein lagta hai, patla wala taar, woh bhi provide karate ho aap?)\n[92s] AGENT: Uh, what are you saying sir, I didn't understand this. (Uh, क्या बोल रहे हैं सर, समझ में नहीं आया मुझे ये।)\n[94s] AGENT: The, which wire, are you saying wire rod? (जो, कौनसा तार, wire rod बोल रहे हो आप?)\n[96s] CUSTOMER: Yes, it's a wire rod that is used in the lenter, the thin wire that is used in the lenter, to tie the rebar. (हाँ, wire rod ही lenter में लगता है, जो पतला वाला तार आता है जो lenter में लगता है, सरिया को बांधने के लिए।)\n[100s] AGENT: Oh, this binding wire? (Oh, ये binding wire?)\n[101s] CUSTOMER: Binding wire, yes. (Binding wire, हाँ।)\n[102s] AGENT: We have binding wire, sir. (Binding wire है सर हमारे पास।)\n[104s] CUSTOMER: What is the rate for that, by the way? (उसका क्या रेट है वैसे आपके पास?)\n[106s] AGENT: What is the rate? (क्या रेट है?)\n[107s] AGENT: For wire rod, for this, for binding wire? How much quantity do you need, sir? (Wire rod का, इसका, binding wire का? Quantity कितना चाहिए सर आपको?)", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 40, "connected": 1, "audio_notes": "clear: The customer's voice is slightly lower in volume than the agent's, but the speech is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "40 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL5 No unnecessary re-pitching\"]", "pitch_coaching_note": "When a customer changes their product requirement mid-call, reset and apply the full validation and discovery process to the new product instead of just abandoning the script.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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, a nail manufacturer, initially inquired about cement for trading but quickly pivoted to their actual need: 100-200 MT of wire rod per month, and also asked about binding wire. The agent correctly handled the cement trading policy but then failed to systematically revalidate the new wire rod requirement. The call concluded with the agent promising to call back with pricing for the wire rod.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You have raised an inquiry on our platform.\", \"comment\": \"Agent correctly referenced the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"After the customer pivoted from cement to wire rods, the agent only asked for quantity and failed to revalidate product grade, dimensions, location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"We make a nails from it.\", \"comment\": \"Information on end-use, monthly tonnage, and current source was captured, though mostly volunteered by the customer rather than asked by the agent.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Let me just get the prices and get back to you in some time.\", \"comment\": \"The agent committed to a next step of getting prices and calling back, which the customer accepted.\"}, {\"step_id\": \"CL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"We supply building materials, structural steel. It is including GI, GP, HR, CR, then channels, angles, beams, everything. Plus TMT and cement.\", \"comment\": \"The agent unnecessarily listed a wide range of products instead of focusing on the customer's initial inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer changes their product requirement mid-call, reset and apply the full validation and discovery process to the new product instead of just abandoning the script.\", \"segment_detected\": \"manufacturing\", \"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\": [], \"call_summary\": \"The customer, a nail manufacturer, initially inquired about cement for trading but quickly pivoted to their actual need: 100-200 MT of wire rod per month, and also asked about binding wire. The agent correctly handled the cement trading policy but then failed to systematically revalidate the new wire rod requirement. The call concluded with the agent promising to call back with pricing for the wire rod.\"}", "error": null, "latency_ms": 33225, "input_tokens": 3848, "output_tokens": 718, "created_at": "2026-09-25 11:57:44", "sentiment": "negative", "sentiment_score": -0.333, "sentiment_confidence": "high", "pos": 3, "neg": 13, "lex_hits": 16, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.523, "agent_talk_sec": 46.4, "customer_talk_sec": 42.4, "dead_air_sec": 118.2, "longest_monologue_sec": 9.9, "agent_wpm": 320.7, "interruptions": 0, "agent_turns": 22, "customer_turns": 18, "discovery_qs": 14, "words_agent": 248, "words_customer": 245, "monologue_heavy": 0, "turns": [ { "ucid": "21112178971111151", "idx": 0, "speaker": "agent", "start_s": 5.07, "end_s": 5.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178971111151", "idx": 1, "speaker": "customer", "start_s": 6.0, "end_s": 6.41, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178971111151", "idx": 2, "speaker": "agent", "start_s": 6.9, "end_s": 7.17, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178971111151", "idx": 3, "speaker": "agent", "start_s": 7.9, "end_s": 9.8, "text_en": "Good morning. Am I speaking to College Dekho?", "text_native": "Good morning. Am I speaking to College Dekho?" }, { "ucid": "21112178971111151", "idx": 4, "speaker": "customer", "start_s": 10.1, "end_s": 10.6, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178971111151", "idx": 5, "speaker": "agent", "start_s": 11.2, "end_s": 12.6, "text_en": "Rohit Dubey, Mr. Rohit Dubey, is it?", "text_native": "Rohit Dubey, Mr. Rohit Dubey, is it?" }, { "ucid": "21112178971111151", "idx": 6, "speaker": "customer", "start_s": 12.8, "end_s": 13.3, "text_en": "Yes, yes.", "text_native": "हाँ, हाँ जी।" }, { "ucid": "21112178971111151", "idx": 7, "speaker": "agent", "start_s": 13.6, "end_s": 17.0, "text_en": "Sir, are you looking to buy cement from JSW One platform? You have raised an inquiry on our platform.", "text_native": "Sir, are you looking to buy cement from JSW One platform? You have raised an inquiry on our platform." }, { "ucid": "21112178971111151", "idx": 8, "speaker": "customer", "start_s": 17.2, "end_s": 21.4, "text_en": "Yeah, I placed an inquiry. I want to know the rate of the cement and the what kind of services you provide for also.", "text_native": "Yeah, I placed an inquiry. I want to know the rate of the cement and the what kind of services you provide for also." }, { "ucid": "21112178971111151", "idx": 9, "speaker": "agent", "start_s": 21.8, "end_s": 29.9, "text_en": "We supply building materials, structural steel. It is including GI, GP, HR, CR, then channels, angles, beams, everything. Plus TMT and cement. What is it that you're particularly looking for and where?", "text_native": "We supply building materials, structural steel. It is including GI, GP, HR, CR, then channels, angles, beams, everything. Plus TMT and cement. What is it that you're particularly looking for and where?" }, { "ucid": "21112178971111151", "idx": 10, "speaker": "customer", "start_s": 30.4, "end_s": 39.4, "text_en": "Actually looking for multiple location. Actually I have a manufacturing unit of iron and steel and iron products. We make a nails from it. So I think that there is a 12 gauge of wire rod which we make a nails of 12 gauge. So what are the rate of 12 gauge?", "text_native": "Actually looking for multiple location. Actually I have a manufacturing unit of iron and steel and iron products. We make a nails from it. So I think that there is a 12 gauge of wire rod which we make a nails of 12 gauge. So what are the rate of 12 gauge?" }, { "ucid": "21112178971111151", "idx": 11, "speaker": "agent", "start_s": 39.8, "end_s": 41.6, "text_en": "But sir, you've raised an inquiry for cement here. Is that right?", "text_native": "But sir, you've raised an inquiry for cement here. Is that right?" }, { "ucid": "21112178971111151", "idx": 12, "speaker": "customer", "start_s": 41.8, "end_s": 45.4, "text_en": "Yeah, it is right. Also I need a cement also because I want to trading on do a trading also for a cement.", "text_native": "Yeah, it is right. Also I need a cement also because I want to trading on do a trading also for a cement." }, { "ucid": "21112178971111151", "idx": 13, "speaker": "agent", "start_s": 45.9, "end_s": 48.4, "text_en": "But sir, we cannot supply non-trade material for trading. It has to be retail.", "text_native": "But sir, we cannot supply non-trade material for trading. It has to be retail." }, { "ucid": "21112178971111151", "idx": 14, "speaker": "customer", "start_s": 48.8, "end_s": 50.8, "text_en": "No, no, for a retail purpose right. When I it is coming to my...", "text_native": "No, no, for a retail purpose na. When I it is coming to my..." }, { "ucid": "21112178971111151", "idx": 15, "speaker": "agent", "start_s": 50.9, "end_s": 51.3, "text_en": "Correct.", "text_native": "Correct." }, { "ucid": "21112178971111151", "idx": 16, "speaker": "customer", "start_s": 51.6, "end_s": 51.8, "text_en": "So...", "text_native": "So..." }, { "ucid": "21112178971111151", "idx": 17, "speaker": "agent", "start_s": 51.9, "end_s": 61.8, "text_en": "So for open market supply... correct, correct. So I got your point. So for open market supply, if at all you're buying cement, it has to be trade material. Cannot be non-trade, right? So we cannot supply non-trade material for retail supplies, what I'm trying to say. Uh, alternatively, what is it, you want to buy wire rods from us?", "text_native": "So for open market supply... correct, correct. So I got your point. So for open market supply, if at all you're buying cement, it has to be trade material. Cannot be non-trade, right? So we cannot supply non-trade material for retail supplies, what I'm trying to say. Uh, alternatively, what is it, you want to buy wire rods from us?" }, { "ucid": "21112178971111151", "idx": 18, "speaker": "customer", "start_s": 62.1, "end_s": 62.8, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178971111151", "idx": 19, "speaker": "agent", "start_s": 63.2, "end_s": 64.6, "text_en": "Okay. What is it, what is the quantity required?", "text_native": "Okay. What is it, what is the quantity required?" }, { "ucid": "21112178971111151", "idx": 20, "speaker": "customer", "start_s": 65.0, "end_s": 68.4, "text_en": "We take on a monthly basis, we take around more than 100 tons to 200 tons of wire rod.", "text_native": "We take on a monthly basis, we take around more than 100 tons to 200 tons of wire rod." }, { "ucid": "21112178971111151", "idx": 21, "speaker": "agent", "start_s": 68.7, "end_s": 69.8, "text_en": "100 to 200 tons.", "text_native": "100 to 200 tons." }, { "ucid": "21112178971111151", "idx": 22, "speaker": "customer", "start_s": 69.9, "end_s": 73.8, "text_en": "We take from the Durgapur. There is a one, two to three manufacturing companies. So we buy from there.", "text_native": "We take from the Durgapur. There is a one, two to three manufacturing companies. So we buy from there." }, { "ucid": "21112178971111151", "idx": 23, "speaker": "agent", "start_s": 74.3, "end_s": 75.0, "text_en": "Durgapur.", "text_native": "Durgapur." }, { "ucid": "21112178971111151", "idx": 24, "speaker": "customer", "start_s": 75.4, "end_s": 75.7, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178971111151", "idx": 25, "speaker": "agent", "start_s": 76.4, "end_s": 76.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178971111151", "idx": 26, "speaker": "customer", "start_s": 77.5, "end_s": 77.8, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178971111151", "idx": 27, "speaker": "agent", "start_s": 78.4, "end_s": 82.4, "text_en": "Okay. Alright. I'll do one thing, sir. You give me the quantity details. Let me just get the prices and get back to you in some time.", "text_native": "Okay. Alright. I'll do one thing, sir. You give me the quantity details. Let me just get the prices and get back to you in some time." }, { "ucid": "21112178971111151", "idx": 28, "speaker": "customer", "start_s": 82.6, "end_s": 83.6, "text_en": "Yeah, okay, sure.", "text_native": "Yeah, okay, sure." }, { "ucid": "21112178971111151", "idx": 29, "speaker": "agent", "start_s": 84.0, "end_s": 84.5, "text_en": "Right, sir.", "text_native": "Right, sir." }, { "ucid": "21112178971111151", "idx": 30, "speaker": "customer", "start_s": 84.8, "end_s": 91.4, "text_en": "Okay. So can you tell me there is a 12 gauge, you also provide this kind of wire which we use, what we call the lenter wire, the one that is used in the lenter, the thin wire, do you provide that as well?", "text_native": "Okay. So can you tell me there is a 12 gauge, you also provide this kind of wire which we use, jo lenter wala taar bolte hain jo apna ek jo lenter mein lagta hai, patla wala taar, woh bhi provide karate ho aap?" }, { "ucid": "21112178971111151", "idx": 31, "speaker": "agent", "start_s": 92.2, "end_s": 94.0, "text_en": "Uh, what are you saying sir, I didn't understand this.", "text_native": "Uh, क्या बोल रहे हैं सर, समझ में नहीं आया मुझे ये।" }, { "ucid": "21112178971111151", "idx": 32, "speaker": "agent", "start_s": 94.1, "end_s": 95.6, "text_en": "The, which wire, are you saying wire rod?", "text_native": "जो, कौनसा तार, wire rod बोल रहे हो आप?" }, { "ucid": "21112178971111151", "idx": 33, "speaker": "customer", "start_s": 95.7, "end_s": 99.6, "text_en": "Yes, it's a wire rod that is used in the lenter, the thin wire that is used in the lenter, to tie the rebar.", "text_native": "हाँ, wire rod ही lenter में लगता है, जो पतला वाला तार आता है जो lenter में लगता है, सरिया को बांधने के लिए।" }, { "ucid": "21112178971111151", "idx": 34, "speaker": "agent", "start_s": 100.0, "end_s": 100.9, "text_en": "Oh, this binding wire?", "text_native": "Oh, ये binding wire?" }, { "ucid": "21112178971111151", "idx": 35, "speaker": "customer", "start_s": 101.2, "end_s": 101.9, "text_en": "Binding wire, yes.", "text_native": "Binding wire, हाँ।" }, { "ucid": "21112178971111151", "idx": 36, "speaker": "agent", "start_s": 102.2, "end_s": 103.4, "text_en": "We have binding wire, sir.", "text_native": "Binding wire है सर हमारे पास।" }, { "ucid": "21112178971111151", "idx": 37, "speaker": "customer", "start_s": 103.6, "end_s": 104.8, "text_en": "What is the rate for that, by the way?", "text_native": "उसका क्या रेट है वैसे आपके पास?" }, { "ucid": "21112178971111151", "idx": 38, "speaker": "agent", "start_s": 105.6, "end_s": 106.1, "text_en": "What is the rate?", "text_native": "क्या रेट है?" }, { "ucid": "21112178971111151", "idx": 39, "speaker": "agent", "start_s": 106.6, "end_s": 108.9, "text_en": "For wire rod, for this, for binding wire? How much quantity do you need, sir?", "text_native": "Wire rod का, इसका, binding wire का? Quantity कितना चाहिए सर आपको?" } ], "steps": [ { "ucid": "21112178971111151", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You have raised an inquiry on our platform.", "comment": "Agent correctly referenced the customer's platform submission at the start of the call." }, { "ucid": "21112178971111151", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "After the customer pivoted from cement to wire rods, the agent only asked for quantity and failed to revalidate product grade, dimensions, location, or timeline." }, { "ucid": "21112178971111151", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "We make a nails from it.", "comment": "Information on end-use, monthly tonnage, and current source was captured, though mostly volunteered by the customer rather than asked by the agent." }, { "ucid": "21112178971111151", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Let me just get the prices and get back to you in some time.", "comment": "The agent committed to a next step of getting prices and calling back, which the customer accepted." }, { "ucid": "21112178971111151", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "We supply building materials, structural steel. It is including GI, GP, HR, CR, then channels, angles, beams, everything. Plus TMT and cement.", "comment": "The agent unnecessarily listed a wide range of products instead of focusing on the customer's initial inquiry." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL5 No unnecessary re-pitching" ], "objection_phrases_list": [] }