{ "ucid": "34972178971570313", "call_date": "2026-09-18", "start_time": "2026-09-18 12:45:03", "end_time": "2026-09-18 12:48:10", "duration_sec": 187, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1db12ffb54876bd62f65bb630eb48d97.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1416, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971570313__DIA1db12ffb54876bd62f65bb630eb48d97.mp3", "audio_bytes": 512352, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 170.784, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[2s] AGENT: Hello sir, good afternoon. Karthikeya this side from JSW One.\n[5s] CUSTOMER: Okay, yeah, tell me sir.\n[7s] AGENT: Uh yeah sir, in your retail private limited, are you having currently any steel requirement?\n[10s] CUSTOMER: Currently?\n[11s] AGENT: Yeah, currently or this month if you have any plan in for MS steel, HR, CR, GP or such such like.\n[15s] CUSTOMER: Okay. What will be the price? What will be the price? Current price?\n[18s] AGENT: Pricing for sir?\n[19s] CUSTOMER: Uh CRCA.\n[20s] AGENT: CRCA sir?\n[20s] CUSTOMER: Yeah.\n[21s] AGENT: For what thickness?\n[21s] CUSTOMER: 1.5 mm thickness.\n[22s] AGENT: Yes. (Ha.)\n[23s] CUSTOMER: Okay.\n[23s] AGENT: For 1.5 mm in Bangalore.\n[25s] CUSTOMER: Standard sheet. Yes.\n[26s] AGENT: Hm hm. Sheet 1250 into 2500.\n[28s] CUSTOMER: What what what will be the price?\n[30s] AGENT: Uh sir pricing I'll have to check. How much quantity you are looking to purchase and\n[32s] CUSTOMER: 100 metric ton. 100 metric ton, 1.5 mm thickness, 8 by 4.\n[35s] AGENT: 100 metric tons as on uh for first order itself?\n[38s] CUSTOMER: Yes.\n[39s] AGENT: This is because our first transaction is on advance only. After that only we can provide credit. So\n[42s] CUSTOMER: Okay, you can take as a advance itself.\n[44s] CUSTOMER: What will be the price?\n[46s] AGENT: Uh the pricing as of yesterday was 75,800.\n[49s] CUSTOMER: Okay. Yes, yes. (Okay. Ha ha.)\n[50s] CUSTOMER: 75,800.\n[51s] CUSTOMER: Advance payment.\n[52s] AGENT: Yeah, for advance payment.\n[53s] CUSTOMER: Okay.\n[54s] AGENT: You can also start with 10 or 20 tons if you are looking and then we can go ahead with credit itself.\n[58s] CUSTOMER: No, I am directly dealing with JSW itself. Okay. Not a JSW One because it is a turnover is high. That's the reason we are directly dealing with JSW.\n[103s] AGENT: Okay.\n[104s] AGENT: Uh well sir, this is a retail like for okay.\n[106s] CUSTOMER: Hm hm.\n[106s] AGENT: If you want the I can share that to with you.\n[108s] AGENT: I mean our pricing is like we are also one place of with JSW steel. It's just that we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that.\n[117s] CUSTOMER: Okay.\n[118s] CUSTOMER: Understood, understood.\n[119s] AGENT: So yeah. So if you would like I can quote you from today's for CRCA pricing.\n[122s] CUSTOMER: 100 ton as you told.\n[123s] CUSTOMER: Do one thing, you can send your mail ID. I will inform to our sub-vendor. They will float an enquiry. Accordingly we can discuss directly through our sub-vendor. Okay?\n[130s] AGENT: Sure sir.\n[130s] CUSTOMER: Yeah.\n[131s] AGENT: Okay, okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 48, "connected": 1, "audio_notes": "noisy: Background noise and crosstalk are present on the agent's side, but the main conversation is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "48 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You let the customer take complete control. You must follow the structure: after your opener, deliver the hook to earn the right to ask discovery questions before jumping into pricing.", "usp_relevance": "matched", "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, an existing large-volume JSW direct buyer, immediately requested a price for 100MT of CRCA. The agent provided a price and clarified the advance payment terms. When the customer stated they buy direct from JSW, the agent pitched the convenience of the JSW One platform. The call ended with the customer agreeing to pass the agent's details to a sub-vendor for a future enquiry.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello sir, good afternoon. Karthikeya this side from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yeah sir, in your retail private limited, are you having currently any steel requirement?\", \"comment\": \"Agent did not lead with a supply or price hook, but instead opened with a generic discovery question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the 6 required discovery questions; the customer drove the conversation straight to pricing.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"It's just that we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that.\", \"comment\": \"After learning the customer buys direct from JSW, the agent pitched the convenience of the e-commerce platform as a relevant USP.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"For what thickness? ... 100 metric tons as on uh for first order itself?\", \"comment\": \"Agent successfully captured the customer's requirement for CRCA, including thickness, size, quantity, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you can send your mail ID. I will inform to our sub-vendor. They will float an enquiry.\", \"comment\": \"The next step is weak and delegated to a third party; it is not a committed quote or a specific callback.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You let the customer take complete control. You must follow the structure: after your opener, deliver the hook to earn the right to ask discovery questions before jumping into pricing.\", \"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\": \"No, I am directly dealing with JSW itself. Okay. Not a JSW One because it is a turnover is high.\", \"response\": \"we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that.\"}], \"call_summary\": \"The customer, an existing large-volume JSW direct buyer, immediately requested a price for 100MT of CRCA. The agent provided a price and clarified the advance payment terms. When the customer stated they buy direct from JSW, the agent pitched the convenience of the JSW One platform. The call ended with the customer agreeing to pass the agent's details to a sub-vendor for a future enquiry.\"}", "error": null, "latency_ms": 31744, "input_tokens": 3530, "output_tokens": 945, "created_at": "2026-09-25 11:57:02", "sentiment": "positive", "sentiment_score": 0.652, "sentiment_confidence": "high", "pos": 10, "neg": 2, "lex_hits": 24, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.402, "agent_talk_sec": 47.9, "customer_talk_sec": 71.2, "dead_air_sec": 67.9, "longest_monologue_sec": 10.1, "agent_wpm": 299.4, "interruptions": 0, "agent_turns": 23, "customer_turns": 25, "discovery_qs": 6, "words_agent": 239, "words_customer": 144, "monologue_heavy": 0, "turns": [ { "ucid": "34972178971570313", "idx": 0, "speaker": "customer", "start_s": 0.43, "end_s": 1.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178971570313", "idx": 1, "speaker": "agent", "start_s": 1.63, "end_s": 2.01, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178971570313", "idx": 2, "speaker": "agent", "start_s": 2.5, "end_s": 4.84, "text_en": "Hello sir, good afternoon. Karthikeya this side from JSW One.", "text_native": "Hello sir, good afternoon. Karthikeya this side from JSW One." }, { "ucid": "34972178971570313", "idx": 3, "speaker": "customer", "start_s": 5.26, "end_s": 6.26, "text_en": "Okay, yeah, tell me sir.", "text_native": "Okay, yeah, tell me sir." }, { "ucid": "34972178971570313", "idx": 4, "speaker": "agent", "start_s": 6.58, "end_s": 9.88, "text_en": "Uh yeah sir, in your retail private limited, are you having currently any steel requirement?", "text_native": "Uh yeah sir, in your retail private limited, are you having currently any steel requirement?" }, { "ucid": "34972178971570313", "idx": 5, "speaker": "customer", "start_s": 10.0, "end_s": 10.5, "text_en": "Currently?", "text_native": "Currently?" }, { "ucid": "34972178971570313", "idx": 6, "speaker": "agent", "start_s": 10.7, "end_s": 14.84, "text_en": "Yeah, currently or this month if you have any plan in for MS steel, HR, CR, GP or such such like.", "text_native": "Yeah, currently or this month if you have any plan in for MS steel, HR, CR, GP or such such like." }, { "ucid": "34972178971570313", "idx": 7, "speaker": "customer", "start_s": 15.26, "end_s": 17.5, "text_en": "Okay. What will be the price? What will be the price? Current price?", "text_native": "Okay. What will be the price? What will be the price? Current price?" }, { "ucid": "34972178971570313", "idx": 8, "speaker": "agent", "start_s": 17.8, "end_s": 18.5, "text_en": "Pricing for sir?", "text_native": "Pricing for sir?" }, { "ucid": "34972178971570313", "idx": 9, "speaker": "customer", "start_s": 18.8, "end_s": 19.5, "text_en": "Uh CRCA.", "text_native": "Uh CRCA." }, { "ucid": "34972178971570313", "idx": 10, "speaker": "agent", "start_s": 19.8, "end_s": 20.2, "text_en": "CRCA sir?", "text_native": "CRCA sir?" }, { "ucid": "34972178971570313", "idx": 11, "speaker": "customer", "start_s": 20.3, "end_s": 20.6, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "34972178971570313", "idx": 12, "speaker": "agent", "start_s": 20.6, "end_s": 21.2, "text_en": "For what thickness?", "text_native": "For what thickness?" }, { "ucid": "34972178971570313", "idx": 13, "speaker": "customer", "start_s": 21.4, "end_s": 22.4, "text_en": "1.5 mm thickness.", "text_native": "1.5 mm thickness." }, { "ucid": "34972178971570313", "idx": 14, "speaker": "agent", "start_s": 22.5, "end_s": 22.8, "text_en": "Yes.", "text_native": "Ha." }, { "ucid": "34972178971570313", "idx": 15, "speaker": "customer", "start_s": 23.0, "end_s": 23.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178971570313", "idx": 16, "speaker": "agent", "start_s": 23.4, "end_s": 25.0, "text_en": "For 1.5 mm in Bangalore.", "text_native": "For 1.5 mm in Bangalore." }, { "ucid": "34972178971570313", "idx": 17, "speaker": "customer", "start_s": 25.4, "end_s": 26.2, "text_en": "Standard sheet. Yes.", "text_native": "Standard sheet. Yes." }, { "ucid": "34972178971570313", "idx": 18, "speaker": "agent", "start_s": 26.5, "end_s": 28.2, "text_en": "Hm hm. Sheet 1250 into 2500.", "text_native": "Hm hm. Sheet 1250 into 2500." }, { "ucid": "34972178971570313", "idx": 19, "speaker": "customer", "start_s": 28.5, "end_s": 29.8, "text_en": "What what what will be the price?", "text_native": "What what what will be the price?" }, { "ucid": "34972178971570313", "idx": 20, "speaker": "agent", "start_s": 30.2, "end_s": 32.5, "text_en": "Uh sir pricing I'll have to check. How much quantity you are looking to purchase and", "text_native": "Uh sir pricing I'll have to check. How much quantity you are looking to purchase and" }, { "ucid": "34972178971570313", "idx": 21, "speaker": "customer", "start_s": 32.5, "end_s": 34.8, "text_en": "100 metric ton. 100 metric ton, 1.5 mm thickness, 8 by 4.", "text_native": "100 metric ton. 100 metric ton, 1.5 mm thickness, 8 by 4." }, { "ucid": "34972178971570313", "idx": 22, "speaker": "agent", "start_s": 35.0, "end_s": 37.8, "text_en": "100 metric tons as on uh for first order itself?", "text_native": "100 metric tons as on uh for first order itself?" }, { "ucid": "34972178971570313", "idx": 23, "speaker": "customer", "start_s": 38.0, "end_s": 38.4, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "34972178971570313", "idx": 24, "speaker": "agent", "start_s": 38.7, "end_s": 42.0, "text_en": "This is because our first transaction is on advance only. After that only we can provide credit. So", "text_native": "This is because our first transaction is on advance only. After that only we can provide credit. So" }, { "ucid": "34972178971570313", "idx": 25, "speaker": "customer", "start_s": 42.0, "end_s": 43.8, "text_en": "Okay, you can take as a advance itself.", "text_native": "Okay, you can take as a advance itself." }, { "ucid": "34972178971570313", "idx": 26, "speaker": "customer", "start_s": 44.5, "end_s": 45.2, "text_en": "What will be the price?", "text_native": "What will be the price?" }, { "ucid": "34972178971570313", "idx": 27, "speaker": "agent", "start_s": 45.8, "end_s": 48.5, "text_en": "Uh the pricing as of yesterday was 75,800.", "text_native": "Uh the pricing as of yesterday was 75,800." }, { "ucid": "34972178971570313", "idx": 28, "speaker": "customer", "start_s": 48.8, "end_s": 49.5, "text_en": "Okay. Yes, yes.", "text_native": "Okay. Ha ha." }, { "ucid": "34972178971570313", "idx": 29, "speaker": "customer", "start_s": 49.8, "end_s": 50.5, "text_en": "75,800.", "text_native": "75,800." }, { "ucid": "34972178971570313", "idx": 30, "speaker": "customer", "start_s": 50.8, "end_s": 51.5, "text_en": "Advance payment.", "text_native": "Advance payment." }, { "ucid": "34972178971570313", "idx": 31, "speaker": "agent", "start_s": 51.8, "end_s": 52.5, "text_en": "Yeah, for advance payment.", "text_native": "Yeah, for advance payment." }, { "ucid": "34972178971570313", "idx": 32, "speaker": "customer", "start_s": 52.8, "end_s": 53.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178971570313", "idx": 33, "speaker": "agent", "start_s": 53.5, "end_s": 57.5, "text_en": "You can also start with 10 or 20 tons if you are looking and then we can go ahead with credit itself.", "text_native": "You can also start with 10 or 20 tons if you are looking and then we can go ahead with credit itself." }, { "ucid": "34972178971570313", "idx": 34, "speaker": "customer", "start_s": 57.5, "end_s": 103.0, "text_en": "No, I am directly dealing with JSW itself. Okay. Not a JSW One because it is a turnover is high. That's the reason we are directly dealing with JSW.", "text_native": "No, I am directly dealing with JSW itself. Okay. Not a JSW One because it is a turnover is high. That's the reason we are directly dealing with JSW." }, { "ucid": "34972178971570313", "idx": 35, "speaker": "agent", "start_s": 103.0, "end_s": 103.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178971570313", "idx": 36, "speaker": "agent", "start_s": 103.8, "end_s": 105.5, "text_en": "Uh well sir, this is a retail like for okay.", "text_native": "Uh well sir, this is a retail like for okay." }, { "ucid": "34972178971570313", "idx": 37, "speaker": "customer", "start_s": 105.8, "end_s": 106.2, "text_en": "Hm hm.", "text_native": "Hm hm." }, { "ucid": "34972178971570313", "idx": 38, "speaker": "agent", "start_s": 106.5, "end_s": 108.0, "text_en": "If you want the I can share that to with you.", "text_native": "If you want the I can share that to with you." }, { "ucid": "34972178971570313", "idx": 39, "speaker": "agent", "start_s": 108.2, "end_s": 116.8, "text_en": "I mean our pricing is like we are also one place of with JSW steel. It's just that we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that.", "text_native": "I mean our pricing is like we are also one place of with JSW steel. It's just that we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that." }, { "ucid": "34972178971570313", "idx": 40, "speaker": "customer", "start_s": 117.0, "end_s": 117.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178971570313", "idx": 41, "speaker": "customer", "start_s": 118.0, "end_s": 118.8, "text_en": "Understood, understood.", "text_native": "Understood, understood." }, { "ucid": "34972178971570313", "idx": 42, "speaker": "agent", "start_s": 119.0, "end_s": 122.0, "text_en": "So yeah. So if you would like I can quote you from today's for CRCA pricing.", "text_native": "So yeah. So if you would like I can quote you from today's for CRCA pricing." }, { "ucid": "34972178971570313", "idx": 43, "speaker": "customer", "start_s": 122.0, "end_s": 123.0, "text_en": "100 ton as you told.", "text_native": "100 ton as you told." }, { "ucid": "34972178971570313", "idx": 44, "speaker": "customer", "start_s": 123.2, "end_s": 129.5, "text_en": "Do one thing, you can send your mail ID. I will inform to our sub-vendor. They will float an enquiry. Accordingly we can discuss directly through our sub-vendor. Okay?", "text_native": "Do one thing, you can send your mail ID. I will inform to our sub-vendor. They will float an enquiry. Accordingly we can discuss directly through our sub-vendor. Okay?" }, { "ucid": "34972178971570313", "idx": 45, "speaker": "agent", "start_s": 129.5, "end_s": 130.0, "text_en": "Sure sir.", "text_native": "Sure sir." }, { "ucid": "34972178971570313", "idx": 46, "speaker": "customer", "start_s": 130.2, "end_s": 130.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "34972178971570313", "idx": 47, "speaker": "agent", "start_s": 131.0, "end_s": 131.8, "text_en": "Okay, okay.", "text_native": "Okay, okay." } ], "steps": [ { "ucid": "34972178971570313", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello sir, good afternoon. Karthikeya this side from JSW One.", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "34972178971570313", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh yeah sir, in your retail private limited, are you having currently any steel requirement?", "comment": "Agent did not lead with a supply or price hook, but instead opened with a generic discovery question." }, { "ucid": "34972178971570313", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the 6 required discovery questions; the customer drove the conversation straight to pricing." }, { "ucid": "34972178971570313", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "It's just that we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that.", "comment": "After learning the customer buys direct from JSW, the agent pitched the convenience of the e-commerce platform as a relevant USP." }, { "ucid": "34972178971570313", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "For what thickness? ... 100 metric tons as on uh for first order itself?", "comment": "Agent successfully captured the customer's requirement for CRCA, including thickness, size, quantity, and location." }, { "ucid": "34972178971570313", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "you can send your mail ID. I will inform to our sub-vendor. They will float an enquiry.", "comment": "The next step is weak and delegated to a third party; it is not a committed quote or a specific callback." } ], "objections": [ { "ucid": "34972178971570313", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "No, I am directly dealing with JSW itself. Okay. Not a JSW One because it is a turnover is high.", "response": "we have our e-commerce vertical where you will have application to track your order and the ledger amount and all will get refunded instantly. So like it's more convenient just that." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }