{ "ucid": "34972178964427921", "call_date": "2026-09-17", "start_time": "2026-09-17 16:54:39", "end_time": "2026-09-17 16:57:12", "duration_sec": 153, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAaa70bc2b901cf01f7bcc864dbe889374.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1501, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964427921__DIAaa70bc2b901cf01f7bcc864dbe889374.mp3", "audio_bytes": 388368, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 129.456, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes, ma'am? (Ha, ma'am?)\n[3s] AGENT: Sir, good evening. I'm speaking to Mr. Arup Krishnan?\n[5s] CUSTOMER: Regarding, ma'am?\n[6s] AGENT: Hi, I am Soumya. I'm calling you from JSW One platform.\n[9s] CUSTOMER: From?\n[10s] AGENT: JSW One platforms private limited.\n[12s] CUSTOMER: Ah, JSW.\n[12s] AGENT: Hm.\n[13s] CUSTOMER: Yes, ma'am. Tell me, ma'am.\n[15s] AGENT: So, uh, this call was regarding the enquiry that you recently raised with our with our platform. So are there any ongoing requirements? Because you have enquired prices earlier but no closure has happened so far. So what are the challenges? I mean, is it related to price or service or what else?\n[24s] CUSTOMER: Which one JSW, you know, you are telling?\n[25s] AGENT: Correct, correct. I'm talking to you from JSW.\n[26s] CUSTOMER: steel coil, no?\n[27s] AGENT: Right, sir. That's right.\n[28s] CUSTOMER: Uh, we recently we again took actually. That time we discussed one person. Okay. So, is it okay, they told actually.\n[34s] AGENT: Hm.\n[34s] CUSTOMER: So, we'll take, sir, ma'am, not an issue. We where we'll get the good and quality, reasonable, we'll take from there. There is no problem.\n[39s] AGENT: Okay. In that case, what is the price that you're buying the coil at currently?\n[42s] CUSTOMER: Sun Steel, ah? I am buying from there only, actually.\n[44s] AGENT: Sun Steel, okay. Okay.\n[45s] CUSTOMER: Yeah, they are only actually.\n[46s] AGENT: And where is the site located?\n[47s] CUSTOMER: Our site? Our factory? We are in Magadi road. We are in Magadi road, actually.\n[50s] AGENT: Magadi road, okay. Okay.\n[51s] AGENT: We are also in Bangalore only. Our office is located in Bellandur.\n[53s] CUSTOMER: Bellandur, no? Okay, ma'am. You this is my WhatsApp number. Put it the details in that. Next requirement I'll come back to you, ma'am. Okay?\n[58s] AGENT: Okay, done, sir. Let me send you a communication on WhatsApp.\n[60s] CUSTOMER: Yeah, yeah, please, ma'am. Okay.\n[61s] AGENT: Thank you. My name is Soumya. I'll...\n[63s] CUSTOMER: Okay, one more, one more person was connected, no, before I think?\n[65s] AGENT: Dhruva, I guess. Dhruva has spoken to you.\n[66s] CUSTOMER: Yeah, I think, yeah.\n[67s] AGENT: Yeah, so, either of us, I mean, you may either get, yeah, yeah, you may get in touch with us. That's okay.\n[70s] CUSTOMER: Okay, ma'am. No, okay. I'll check. Okay.\n[72s] AGENT: Right, sir.\n[73s] CUSTOMER: Thank you, sir.\n[74s] AGENT: Thank you.\n[74s] CUSTOMER: Okay.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 40, "connected": 1, "audio_notes": "clear: The customer uses the Hindi interjection 'Ha' once, but the rest of the conversation is in English.", "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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "Even on follow-up calls, you must re-establish value by using the hook and running through discovery, rather than just asking why the last interaction failed.", "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 agent followed up on a past enquiry with a manufacturer. The customer stated they buy steel coils from a competitor (Sun Steel) and deflected the conversation by asking for details on WhatsApp for a future requirement. The agent failed to conduct discovery or handle objections, but did agree to the next step of sending information.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, good evening. I'm speaking to Mr. Arup Krishnan?... Hi, I am Soumya. I'm calling you from JSW One platform.\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW One; the customer gave implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening with a question about a previous enquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"In that case, what is the price that you're buying the coil at currently?\", \"comment\": \"Agent only discovered the current supplier (Q4), but failed to ask about manufacturing, application, volume, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched at any point in the conversation.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So are there any ongoing requirements?\", \"comment\": \"Agent successfully asked if there was a current requirement, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Let me send you a communication on WhatsApp.\", \"comment\": \"Agent established and confirmed a next step of sending details via WhatsApp, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Even on follow-up calls, you must re-establish value by using the hook and running through discovery, rather than just asking why the last interaction failed.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Sun Steel, ah? I am buying from there only, actually.\", \"response\": \"Sun Steel, okay. Okay.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Put it the details in that. Next requirement I'll come back to you, ma'am. Okay?\", \"response\": \"Okay, done, sir. Let me send you a communication on WhatsApp.\"}], \"call_summary\": \"The agent followed up on a past enquiry with a manufacturer. The customer stated they buy steel coils from a competitor (Sun Steel) and deflected the conversation by asking for details on WhatsApp for a future requirement. The agent failed to conduct discovery or handle objections, but did agree to the next step of sending information.\"}", "error": null, "latency_ms": 34274, "input_tokens": 3445, "output_tokens": 903, "created_at": "2026-09-25 12:00:37", "sentiment": "neutral", "sentiment_score": 0.134, "sentiment_confidence": "high", "pos": 20, "neg": 12, "lex_hits": 44, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.513, "agent_talk_sec": 33.9, "customer_talk_sec": 32.2, "dead_air_sec": 86.9, "longest_monologue_sec": 8.6, "agent_wpm": 329.2, "interruptions": 0, "agent_turns": 20, "customer_turns": 20, "discovery_qs": 6, "words_agent": 186, "words_customer": 157, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964427921", "idx": 0, "speaker": "customer", "start_s": 0.45, "end_s": 0.95, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964427921", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 1.78, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178964427921", "idx": 2, "speaker": "customer", "start_s": 2.08, "end_s": 2.6, "text_en": "Yes, ma'am?", "text_native": "Ha, ma'am?" }, { "ucid": "34972178964427921", "idx": 3, "speaker": "agent", "start_s": 2.9, "end_s": 4.7, "text_en": "Sir, good evening. I'm speaking to Mr. Arup Krishnan?", "text_native": "Sir, good evening. I'm speaking to Mr. Arup Krishnan?" }, { "ucid": "34972178964427921", "idx": 4, "speaker": "customer", "start_s": 4.88, "end_s": 5.6, "text_en": "Regarding, ma'am?", "text_native": "Regarding, ma'am?" }, { "ucid": "34972178964427921", "idx": 5, "speaker": "agent", "start_s": 5.8, "end_s": 8.36, "text_en": "Hi, I am Soumya. I'm calling you from JSW One platform.", "text_native": "Hi, I am Soumya. I'm calling you from JSW One platform." }, { "ucid": "34972178964427921", "idx": 6, "speaker": "customer", "start_s": 8.7, "end_s": 9.06, "text_en": "From?", "text_native": "From?" }, { "ucid": "34972178964427921", "idx": 7, "speaker": "agent", "start_s": 9.5, "end_s": 11.28, "text_en": "JSW One platforms private limited.", "text_native": "JSW One platforms private limited." }, { "ucid": "34972178964427921", "idx": 8, "speaker": "customer", "start_s": 11.56, "end_s": 12.16, "text_en": "Ah, JSW.", "text_native": "Ah, JSW." }, { "ucid": "34972178964427921", "idx": 9, "speaker": "agent", "start_s": 12.5, "end_s": 12.7, "text_en": "Hm.", "text_native": "Hm." }, { "ucid": "34972178964427921", "idx": 10, "speaker": "customer", "start_s": 13.0, "end_s": 14.1, "text_en": "Yes, ma'am. Tell me, ma'am.", "text_native": "Yes, ma'am. Tell me, ma'am." }, { "ucid": "34972178964427921", "idx": 11, "speaker": "agent", "start_s": 14.8, "end_s": 23.4, "text_en": "So, uh, this call was regarding the enquiry that you recently raised with our with our platform. So are there any ongoing requirements? Because you have enquired prices earlier but no closure has happened so far. So what are the challenges? I mean, is it related to price or service or what else?", "text_native": "So, uh, this call was regarding the enquiry that you recently raised with our with our platform. So are there any ongoing requirements? Because you have enquired prices earlier but no closure has happened so far. So what are the challenges? I mean, is it related to price or service or what else?" }, { "ucid": "34972178964427921", "idx": 12, "speaker": "customer", "start_s": 23.6, "end_s": 25.0, "text_en": "Which one JSW, you know, you are telling?", "text_native": "Which one JSW, you know, you are telling?" }, { "ucid": "34972178964427921", "idx": 13, "speaker": "agent", "start_s": 25.0, "end_s": 26.0, "text_en": "Correct, correct. I'm talking to you from JSW.", "text_native": "Correct, correct. I'm talking to you from JSW." }, { "ucid": "34972178964427921", "idx": 14, "speaker": "customer", "start_s": 26.0, "end_s": 26.6, "text_en": "steel coil, no?", "text_native": "steel coil, no?" }, { "ucid": "34972178964427921", "idx": 15, "speaker": "agent", "start_s": 26.7, "end_s": 27.6, "text_en": "Right, sir. That's right.", "text_native": "Right, sir. That's right." }, { "ucid": "34972178964427921", "idx": 16, "speaker": "customer", "start_s": 27.9, "end_s": 33.2, "text_en": "Uh, we recently we again took actually. That time we discussed one person. Okay. So, is it okay, they told actually.", "text_native": "Uh, we recently we again took actually. That time we discussed one person. Okay. So, is it okay, they told actually." }, { "ucid": "34972178964427921", "idx": 17, "speaker": "agent", "start_s": 33.5, "end_s": 33.7, "text_en": "Hm.", "text_native": "Hm." }, { "ucid": "34972178964427921", "idx": 18, "speaker": "customer", "start_s": 34.2, "end_s": 38.5, "text_en": "So, we'll take, sir, ma'am, not an issue. We where we'll get the good and quality, reasonable, we'll take from there. There is no problem.", "text_native": "So, we'll take, sir, ma'am, not an issue. We where we'll get the good and quality, reasonable, we'll take from there. There is no problem." }, { "ucid": "34972178964427921", "idx": 19, "speaker": "agent", "start_s": 38.8, "end_s": 41.4, "text_en": "Okay. In that case, what is the price that you're buying the coil at currently?", "text_native": "Okay. In that case, what is the price that you're buying the coil at currently?" }, { "ucid": "34972178964427921", "idx": 20, "speaker": "customer", "start_s": 41.5, "end_s": 43.4, "text_en": "Sun Steel, ah? I am buying from there only, actually.", "text_native": "Sun Steel, ah? I am buying from there only, actually." }, { "ucid": "34972178964427921", "idx": 21, "speaker": "agent", "start_s": 43.5, "end_s": 44.4, "text_en": "Sun Steel, okay. Okay.", "text_native": "Sun Steel, okay. Okay." }, { "ucid": "34972178964427921", "idx": 22, "speaker": "customer", "start_s": 44.6, "end_s": 45.4, "text_en": "Yeah, they are only actually.", "text_native": "Yeah, they are only actually." }, { "ucid": "34972178964427921", "idx": 23, "speaker": "agent", "start_s": 45.5, "end_s": 46.4, "text_en": "And where is the site located?", "text_native": "And where is the site located?" }, { "ucid": "34972178964427921", "idx": 24, "speaker": "customer", "start_s": 46.6, "end_s": 49.4, "text_en": "Our site? Our factory? We are in Magadi road. We are in Magadi road, actually.", "text_native": "Our site? Our factory? We are in Magadi road. We are in Magadi road, actually." }, { "ucid": "34972178964427921", "idx": 25, "speaker": "agent", "start_s": 49.5, "end_s": 50.4, "text_en": "Magadi road, okay. Okay.", "text_native": "Magadi road, okay. Okay." }, { "ucid": "34972178964427921", "idx": 26, "speaker": "agent", "start_s": 50.6, "end_s": 52.5, "text_en": "We are also in Bangalore only. Our office is located in Bellandur.", "text_native": "We are also in Bangalore only. Our office is located in Bellandur." }, { "ucid": "34972178964427921", "idx": 27, "speaker": "customer", "start_s": 52.6, "end_s": 57.4, "text_en": "Bellandur, no? Okay, ma'am. You this is my WhatsApp number. Put it the details in that. Next requirement I'll come back to you, ma'am. Okay?", "text_native": "Bellandur, no? Okay, ma'am. You this is my WhatsApp number. Put it the details in that. Next requirement I'll come back to you, ma'am. Okay?" }, { "ucid": "34972178964427921", "idx": 28, "speaker": "agent", "start_s": 57.6, "end_s": 59.4, "text_en": "Okay, done, sir. Let me send you a communication on WhatsApp.", "text_native": "Okay, done, sir. Let me send you a communication on WhatsApp." }, { "ucid": "34972178964427921", "idx": 29, "speaker": "customer", "start_s": 59.5, "end_s": 60.6, "text_en": "Yeah, yeah, please, ma'am. Okay.", "text_native": "Yeah, yeah, please, ma'am. Okay." }, { "ucid": "34972178964427921", "idx": 30, "speaker": "agent", "start_s": 60.8, "end_s": 62.8, "text_en": "Thank you. My name is Soumya. I'll...", "text_native": "Thank you. My name is Soumya. I'll..." }, { "ucid": "34972178964427921", "idx": 31, "speaker": "customer", "start_s": 62.8, "end_s": 64.8, "text_en": "Okay, one more, one more person was connected, no, before I think?", "text_native": "Okay, one more, one more person was connected, no, before I think?" }, { "ucid": "34972178964427921", "idx": 32, "speaker": "agent", "start_s": 64.9, "end_s": 66.3, "text_en": "Dhruva, I guess. Dhruva has spoken to you.", "text_native": "Dhruva, I guess. Dhruva has spoken to you." }, { "ucid": "34972178964427921", "idx": 33, "speaker": "customer", "start_s": 66.4, "end_s": 67.0, "text_en": "Yeah, I think, yeah.", "text_native": "Yeah, I think, yeah." }, { "ucid": "34972178964427921", "idx": 34, "speaker": "agent", "start_s": 67.1, "end_s": 70.4, "text_en": "Yeah, so, either of us, I mean, you may either get, yeah, yeah, you may get in touch with us. That's okay.", "text_native": "Yeah, so, either of us, I mean, you may either get, yeah, yeah, you may get in touch with us. That's okay." }, { "ucid": "34972178964427921", "idx": 35, "speaker": "customer", "start_s": 70.5, "end_s": 72.0, "text_en": "Okay, ma'am. No, okay. I'll check. Okay.", "text_native": "Okay, ma'am. No, okay. I'll check. Okay." }, { "ucid": "34972178964427921", "idx": 36, "speaker": "agent", "start_s": 72.1, "end_s": 72.5, "text_en": "Right, sir.", "text_native": "Right, sir." }, { "ucid": "34972178964427921", "idx": 37, "speaker": "customer", "start_s": 72.6, "end_s": 73.4, "text_en": "Thank you, sir.", "text_native": "Thank you, sir." }, { "ucid": "34972178964427921", "idx": 38, "speaker": "agent", "start_s": 73.5, "end_s": 73.9, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "34972178964427921", "idx": 39, "speaker": "customer", "start_s": 74.1, "end_s": 74.6, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "34972178964427921", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, good evening. I'm speaking to Mr. Arup Krishnan?... Hi, I am Soumya. I'm calling you from JSW One platform.", "comment": "Agent greeted, used the customer's name, and identified JSW One; the customer gave implicit permission to proceed." }, { "ucid": "34972178964427921", "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 lead with a supply or price hook, instead opening with a question about a previous enquiry." }, { "ucid": "34972178964427921", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "In that case, what is the price that you're buying the coil at currently?", "comment": "Agent only discovered the current supplier (Q4), but failed to ask about manufacturing, application, volume, or payment terms." }, { "ucid": "34972178964427921", "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 at any point in the conversation." }, { "ucid": "34972178964427921", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So are there any ongoing requirements?", "comment": "Agent successfully asked if there was a current requirement, which is the primary intent of this step." }, { "ucid": "34972178964427921", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Let me send you a communication on WhatsApp.", "comment": "Agent established and confirmed a next step of sending details via WhatsApp, which the customer agreed to." } ], "objections": [ { "ucid": "34972178964427921", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "Sun Steel, ah? I am buying from there only, actually.", "response": "Sun Steel, okay. Okay." }, { "ucid": "34972178964427921", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "Put it the details in that. Next requirement I'll come back to you, ma'am. Okay?", "response": "Okay, done, sir. Let me send you a communication on WhatsApp." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }