{ "ucid": "21112178584024471", "call_date": "2026-08-04", "start_time": "1899-12-30 16:14:04", "end_time": "1899-12-30 16:17:35", "duration_sec": 211, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAabdf890d912b9a7540bb7a4996af7610.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 223, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178584024471__DIAabdf890d912b9a7540bb7a4996af7610.mp3", "audio_bytes": 536112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 178.704, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello? (हेलो?)\n[6s] AGENT: Hello? (हेलो?)\n[6s] CUSTOMER: Yes? (हां?)\n[7s] AGENT: Yes sir, good evening. This is Kartik speaking from JSW One. (हां जी सर, good evening. कार्तिक बात कर रहा था JSW One से।)\n[10s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[11s] AGENT: Yes sir. Do you have any requirement for steel right now, sir? In the mild steel segment? (हां जी सर। अभी आपको कुछ steel में requirement होगा सर? Mild steel segment में?)\n[14s] CUSTOMER: Sorry, I had one, sir. The rate you had given was not competitive. On top of that, the timing is not right. On top of that, the length that I need, you don't have it cut. The size I need is not there. (Sorry, था सर। वो आपका rate जो दिया था वो competitive नहीं है। ऊपर से timing नहीं है। ऊपर से आपको जो length चाहिए वो cut करके नहीं है। जो size चाहिए वो नहीं है।)\n[21s] AGENT: Sir, size and length are available. What length do you need? (सर size और length तो मिल जाता है। क्या कितना length का आपको?)\n[23s] CUSTOMER: We have different lengths, sir. (हमको अलग अलग length रहता है सर।)\n[25s] CUSTOMER: No sir, see, on one side we have a construction. (नहीं सर, अभी देखो एक side में हमारा construction है।)\n[27s] AGENT: Hmm hmm. (हम्म हम्म।)\n[28s] CUSTOMER: So there's a problem there, sir. (तो उधर प्रॉब्लम आता है सर।)\n[29s] AGENT: Okay. (अच्छा।)\n[30s] CUSTOMER: We have a big deal like that happening, sir. If that happens, then our monthly consumption will go above five tons. (हमारा वैसा जैसा एक बड़ा ये deal हो रहा है सर हमारा। अगर वो होता है तो हमारा साल monthly five ton के ऊपर जाएगा।)\n[35s] AGENT: Hmm hmm. (हम्म हम्म।)\n[35s] CUSTOMER: Five tons. (पांच ton.)\n[36s] AGENT: Okay. (अच्छा।)\n[37s] AGENT: So it will be above five tons monthly, right? (तो monthly five tons के ऊपर होगा, है ना?)\n[39s] CUSTOMER: Yes. (हां।)\n[40s] AGENT: Hmm hmm hmm. Now see sir, to cut a custom length, they ask for a minimum of five tons in one thickness, it's the MOQ. Right? So that's why that issue came from our end. (हम्म हम्म हम्म। अब सर देखो custom length cut करने के लिए ना, एक thickness में पांच ton minimum मांगते हैं, MOQ है। है ना? तो इस वजह से issue आया वो हमारे end से।)\n[45s] CUSTOMER: Yes. (हां।)\n[46s] AGENT: To de-coil the coil and cut it to your length, a minimum quantity of five tons is required for one size. (Coil को de-coil करके आपके length में ना काटने के लिए, उसमें पांच ton minimum quantity required रहती है एक size में ना।)\n[51s] CUSTOMER: Yes. (हां।)\n[52s] AGENT: So it's happening because of that. Otherwise, we can give it to you in a standard cut. For a smaller quantity. (तो उस वजह से हो रहा है। बाकी standard cut में तो दे सकते हैं आपको। कम quantity.)\n[55s] CUSTOMER: Is the standard in 20 feet, sir? (Standard 20 feet में रहता है सर?)\n[56s] AGENT: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[57s] CUSTOMER: Is 20 feet available as standard with you? (20 feet available रहता है standard आपके पास?)\n[60s] AGENT: Uh sir, 20 feet, yes, six meters is available. 6300 or 6 meters. This is available in 1500 width. (अह सर, 20 feet, हां, छह मिल जाता है। 6300 या 6 meter. ये तो मिल ही जाता है 1500 में।)\n[64s] CUSTOMER: That standard list of yours, sir, please send it to me. (वो आपका standard list जो है सर थोड़ा भेजिए तो मुझे।)\n[67s] AGENT: Okay, this one. (अच्छा, ये वाला।)\n[68s] CUSTOMER: So we'll take something close to that, sir, from the standard ones. (तो हमारा उसके नजदीक में का पकड़ते है सर, standard में से तो।)\n[70s] AGENT: Okay. (ठीक।)\n[71s] CUSTOMER: If it's a little more or less, it's fine. We do the cutting ourselves. 12 inches, one foot more or less is fine. It's not like we need it perfect every time. (क्या थोड़ा कम ज्यादा रहा तो चलता है। हम लोग cutting करके लेते हैं। 12 inch, एक foot कम ज्यादा रहा तो चलता है। हर वक्त हम perfect चाहिए ऐसा नहीं है।)\n[75s] AGENT: Okay okay. What size do you need? (Okay okay. ये size क्या चाहिए आपको?)\n[77s] CUSTOMER: Sorry?\n[77s] AGENT: Thickness, in which thickness do you need this? (Thickness, कौनसी thickness में चाहिए ये?)\n[79s] CUSTOMER: 3, 3. 3.5 mm, 1500 width.\n[81s] AGENT: Okay, 3.5 into 1500 into six... into whatever your size is, just tell me sir, I'll place the order... it's 6300, sir, right? (Okay, 3.5 into 1500 into छह... into जो आपका size है वो बोल दीजिए सर, मैं order कर... 6300 होता है सर, है ना?)\n[85s] CUSTOMER: Yes yes. (हां हां।)\n[86s] AGENT: How many sheets and tons will it be? (कितने sheet और ton होगा?)\n[88s] CUSTOMER: Sir, how it is, that depends on the order, sir. It's different for different ones. (सर कैसा रहता है, वो अभी order पे रहता है सर। अलग अलग इसका अलग अलग रहता है।)\n[91s] AGENT: Hmm hmm. (हम्म हम्म।)\n[92s] CUSTOMER: Okay. (अच्छा।)\n[93s] AGENT: One minute. 3.5 into 1500 into 6300. Okay, let me tell you for about five tons once. You tell me, I'll tell you the rate and all, okay? (एक मिनट। 3.5 into 1500 into 6300. ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है?)\n[100s] CUSTOMER: Yes. Okay. (हां। Okay.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 45, "connected": 1, "audio_notes": "clear: Some background call center noise is present on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "45 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "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)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "When a customer raises a past issue, acknowledge it before moving on. You missed the price objection entirely and skipped the opening and hook, which made the call feel abrupt.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "mfg_flag": 1, "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": 1, "supply_flag": "spec_not_available", "supply_details": "Customer's required custom length was not available for quantities below the 5-ton MOQ for de-coiling service.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, from the construction sector, immediately brought up past issues with uncompetitive pricing and unavailable custom lengths. The agent clarified that custom cuts require a 5-ton MOQ. He then successfully pivoted the customer to a standard-length product and ended the call by agreeing to send a quote for 5 tons of 3.5mm HR sheet.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, good evening. This is Kartik speaking from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir. Do you have any requirement for steel right now, sir? In the mild steel segment?\", \"comment\": \"The agent immediately asked for a requirement instead of leading with a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So it will be above five tons monthly, right?\", \"comment\": \"Agent only confirmed the monthly tonnage after the customer volunteered it; no other discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation focused on clarifying MOQ constraints for custom cutting.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Thickness, in which thickness do you need this? ... Okay, 3.5 into 1500 into six... into 6300 होता है सर, है ना?\", \"comment\": \"Despite the customer's initial complaint, the agent successfully captured the grade, thickness, and width for a potential new requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है?\", \"comment\": \"The agent established a clear next step of providing a quote for a specific quantity, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past issue, acknowledge it before moving on. You missed the price objection entirely and skipped the opening and hook, which made the call feel abrupt.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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\": \"spec_not_available\", \"supply_details\": \"Customer's required custom length was not available for quantities below the 5-ton MOQ for de-coiling service.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The rate you had given was not competitive.\", \"response\": \"\"}], \"call_summary\": \"The customer, from the construction sector, immediately brought up past issues with uncompetitive pricing and unavailable custom lengths. The agent clarified that custom cuts require a 5-ton MOQ. He then successfully pivoted the customer to a standard-length product and ended the call by agreeing to send a quote for 5 tons of 3.5mm HR sheet.\"}", "error": null, "latency_ms": 37831, "input_tokens": 4229, "output_tokens": 890, "created_at": "2026-09-25 11:00:59", "sentiment": "neutral", "sentiment_score": 0.12, "sentiment_confidence": "high", "pos": 16, "neg": 10, "lex_hits": 22, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.555, "agent_talk_sec": 42.7, "customer_talk_sec": 34.3, "dead_air_sec": 134.0, "longest_monologue_sec": 6.2, "agent_wpm": 333.0, "interruptions": 0, "agent_turns": 22, "customer_turns": 23, "discovery_qs": 11, "words_agent": 237, "words_customer": 193, "monologue_heavy": 0, "turns": [ { "ucid": "21112178584024471", "idx": 0, "speaker": "customer", "start_s": 5.07, "end_s": 5.5, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178584024471", "idx": 1, "speaker": "agent", "start_s": 5.7, "end_s": 6.06, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178584024471", "idx": 2, "speaker": "customer", "start_s": 6.5, "end_s": 6.8, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178584024471", "idx": 3, "speaker": "agent", "start_s": 7.3, "end_s": 9.9, "text_en": "Yes sir, good evening. This is Kartik speaking from JSW One.", "text_native": "हां जी सर, good evening. कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178584024471", "idx": 4, "speaker": "customer", "start_s": 10.3, "end_s": 10.8, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178584024471", "idx": 5, "speaker": "agent", "start_s": 11.1, "end_s": 13.9, "text_en": "Yes sir. Do you have any requirement for steel right now, sir? In the mild steel segment?", "text_native": "हां जी सर। अभी आपको कुछ steel में requirement होगा सर? Mild steel segment में?" }, { "ucid": "21112178584024471", "idx": 6, "speaker": "customer", "start_s": 14.5, "end_s": 20.5, "text_en": "Sorry, I had one, sir. The rate you had given was not competitive. On top of that, the timing is not right. On top of that, the length that I need, you don't have it cut. The size I need is not there.", "text_native": "Sorry, था सर। वो आपका rate जो दिया था वो competitive नहीं है। ऊपर से timing नहीं है। ऊपर से आपको जो length चाहिए वो cut करके नहीं है। जो size चाहिए वो नहीं है।" }, { "ucid": "21112178584024471", "idx": 7, "speaker": "agent", "start_s": 21.1, "end_s": 22.9, "text_en": "Sir, size and length are available. What length do you need?", "text_native": "सर size और length तो मिल जाता है। क्या कितना length का आपको?" }, { "ucid": "21112178584024471", "idx": 8, "speaker": "customer", "start_s": 23.2, "end_s": 24.4, "text_en": "We have different lengths, sir.", "text_native": "हमको अलग अलग length रहता है सर।" }, { "ucid": "21112178584024471", "idx": 9, "speaker": "customer", "start_s": 24.7, "end_s": 26.5, "text_en": "No sir, see, on one side we have a construction.", "text_native": "नहीं सर, अभी देखो एक side में हमारा construction है।" }, { "ucid": "21112178584024471", "idx": 10, "speaker": "agent", "start_s": 26.8, "end_s": 27.2, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178584024471", "idx": 11, "speaker": "customer", "start_s": 27.8, "end_s": 28.9, "text_en": "So there's a problem there, sir.", "text_native": "तो उधर प्रॉब्लम आता है सर।" }, { "ucid": "21112178584024471", "idx": 12, "speaker": "agent", "start_s": 29.3, "end_s": 29.6, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178584024471", "idx": 13, "speaker": "customer", "start_s": 30.0, "end_s": 34.4, "text_en": "We have a big deal like that happening, sir. If that happens, then our monthly consumption will go above five tons.", "text_native": "हमारा वैसा जैसा एक बड़ा ये deal हो रहा है सर हमारा। अगर वो होता है तो हमारा साल monthly five ton के ऊपर जाएगा।" }, { "ucid": "21112178584024471", "idx": 14, "speaker": "agent", "start_s": 34.7, "end_s": 35.1, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178584024471", "idx": 15, "speaker": "customer", "start_s": 35.3, "end_s": 35.8, "text_en": "Five tons.", "text_native": "पांच ton." }, { "ucid": "21112178584024471", "idx": 16, "speaker": "agent", "start_s": 36.4, "end_s": 36.7, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178584024471", "idx": 17, "speaker": "agent", "start_s": 37.4, "end_s": 39.0, "text_en": "So it will be above five tons monthly, right?", "text_native": "तो monthly five tons के ऊपर होगा, है ना?" }, { "ucid": "21112178584024471", "idx": 18, "speaker": "customer", "start_s": 39.3, "end_s": 39.6, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178584024471", "idx": 19, "speaker": "agent", "start_s": 39.9, "end_s": 44.8, "text_en": "Hmm hmm hmm. Now see sir, to cut a custom length, they ask for a minimum of five tons in one thickness, it's the MOQ. Right? So that's why that issue came from our end.", "text_native": "हम्म हम्म हम्म। अब सर देखो custom length cut करने के लिए ना, एक thickness में पांच ton minimum मांगते हैं, MOQ है। है ना? तो इस वजह से issue आया वो हमारे end से।" }, { "ucid": "21112178584024471", "idx": 20, "speaker": "customer", "start_s": 45.0, "end_s": 45.3, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178584024471", "idx": 21, "speaker": "agent", "start_s": 46.2, "end_s": 50.4, "text_en": "To de-coil the coil and cut it to your length, a minimum quantity of five tons is required for one size.", "text_native": "Coil को de-coil करके आपके length में ना काटने के लिए, उसमें पांच ton minimum quantity required रहती है एक size में ना।" }, { "ucid": "21112178584024471", "idx": 22, "speaker": "customer", "start_s": 50.6, "end_s": 50.9, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178584024471", "idx": 23, "speaker": "agent", "start_s": 51.5, "end_s": 54.4, "text_en": "So it's happening because of that. Otherwise, we can give it to you in a standard cut. For a smaller quantity.", "text_native": "तो उस वजह से हो रहा है। बाकी standard cut में तो दे सकते हैं आपको। कम quantity." }, { "ucid": "21112178584024471", "idx": 24, "speaker": "customer", "start_s": 54.7, "end_s": 56.0, "text_en": "Is the standard in 20 feet, sir?", "text_native": "Standard 20 feet में रहता है सर?" }, { "ucid": "21112178584024471", "idx": 25, "speaker": "agent", "start_s": 56.5, "end_s": 57.1, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178584024471", "idx": 26, "speaker": "customer", "start_s": 57.4, "end_s": 58.9, "text_en": "Is 20 feet available as standard with you?", "text_native": "20 feet available रहता है standard आपके पास?" }, { "ucid": "21112178584024471", "idx": 27, "speaker": "agent", "start_s": 59.6, "end_s": 63.8, "text_en": "Uh sir, 20 feet, yes, six meters is available. 6300 or 6 meters. This is available in 1500 width.", "text_native": "अह सर, 20 feet, हां, छह मिल जाता है। 6300 या 6 meter. ये तो मिल ही जाता है 1500 में।" }, { "ucid": "21112178584024471", "idx": 28, "speaker": "customer", "start_s": 64.2, "end_s": 66.0, "text_en": "That standard list of yours, sir, please send it to me.", "text_native": "वो आपका standard list जो है सर थोड़ा भेजिए तो मुझे।" }, { "ucid": "21112178584024471", "idx": 29, "speaker": "agent", "start_s": 66.6, "end_s": 67.3, "text_en": "Okay, this one.", "text_native": "अच्छा, ये वाला।" }, { "ucid": "21112178584024471", "idx": 30, "speaker": "customer", "start_s": 67.8, "end_s": 69.8, "text_en": "So we'll take something close to that, sir, from the standard ones.", "text_native": "तो हमारा उसके नजदीक में का पकड़ते है सर, standard में से तो।" }, { "ucid": "21112178584024471", "idx": 31, "speaker": "agent", "start_s": 70.1, "end_s": 70.4, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "21112178584024471", "idx": 32, "speaker": "customer", "start_s": 70.6, "end_s": 74.8, "text_en": "If it's a little more or less, it's fine. We do the cutting ourselves. 12 inches, one foot more or less is fine. It's not like we need it perfect every time.", "text_native": "क्या थोड़ा कम ज्यादा रहा तो चलता है। हम लोग cutting करके लेते हैं। 12 inch, एक foot कम ज्यादा रहा तो चलता है। हर वक्त हम perfect चाहिए ऐसा नहीं है।" }, { "ucid": "21112178584024471", "idx": 33, "speaker": "agent", "start_s": 75.2, "end_s": 76.4, "text_en": "Okay okay. What size do you need?", "text_native": "Okay okay. ये size क्या चाहिए आपको?" }, { "ucid": "21112178584024471", "idx": 34, "speaker": "customer", "start_s": 76.7, "end_s": 77.1, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178584024471", "idx": 35, "speaker": "agent", "start_s": 77.3, "end_s": 78.6, "text_en": "Thickness, in which thickness do you need this?", "text_native": "Thickness, कौनसी thickness में चाहिए ये?" }, { "ucid": "21112178584024471", "idx": 36, "speaker": "customer", "start_s": 78.7, "end_s": 80.8, "text_en": "3, 3. 3.5 mm, 1500 width.", "text_native": "3, 3. 3.5 mm, 1500 width." }, { "ucid": "21112178584024471", "idx": 37, "speaker": "agent", "start_s": 81.2, "end_s": 85.2, "text_en": "Okay, 3.5 into 1500 into six... into whatever your size is, just tell me sir, I'll place the order... it's 6300, sir, right?", "text_native": "Okay, 3.5 into 1500 into छह... into जो आपका size है वो बोल दीजिए सर, मैं order कर... 6300 होता है सर, है ना?" }, { "ucid": "21112178584024471", "idx": 38, "speaker": "customer", "start_s": 85.4, "end_s": 85.9, "text_en": "Yes yes.", "text_native": "हां हां।" }, { "ucid": "21112178584024471", "idx": 39, "speaker": "agent", "start_s": 86.3, "end_s": 87.5, "text_en": "How many sheets and tons will it be?", "text_native": "कितने sheet और ton होगा?" }, { "ucid": "21112178584024471", "idx": 40, "speaker": "customer", "start_s": 88.1, "end_s": 90.5, "text_en": "Sir, how it is, that depends on the order, sir. It's different for different ones.", "text_native": "सर कैसा रहता है, वो अभी order पे रहता है सर। अलग अलग इसका अलग अलग रहता है।" }, { "ucid": "21112178584024471", "idx": 41, "speaker": "agent", "start_s": 90.8, "end_s": 91.2, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178584024471", "idx": 42, "speaker": "customer", "start_s": 91.9, "end_s": 92.2, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178584024471", "idx": 43, "speaker": "agent", "start_s": 93.2, "end_s": 99.4, "text_en": "One minute. 3.5 into 1500 into 6300. Okay, let me tell you for about five tons once. You tell me, I'll tell you the rate and all, okay?", "text_native": "एक मिनट। 3.5 into 1500 into 6300. ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है?" }, { "ucid": "21112178584024471", "idx": 44, "speaker": "customer", "start_s": 99.7, "end_s": 100.4, "text_en": "Yes. Okay.", "text_native": "हां। Okay." } ], "steps": [ { "ucid": "21112178584024471", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir, good evening. This is Kartik speaking from JSW One.", "comment": "The agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178584024471", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir. Do you have any requirement for steel right now, sir? In the mild steel segment?", "comment": "The agent immediately asked for a requirement instead of leading with a supply or price hook." }, { "ucid": "21112178584024471", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So it will be above five tons monthly, right?", "comment": "Agent only confirmed the monthly tonnage after the customer volunteered it; no other discovery questions were asked." }, { "ucid": "21112178584024471", "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; the conversation focused on clarifying MOQ constraints for custom cutting." }, { "ucid": "21112178584024471", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Thickness, in which thickness do you need this? ... Okay, 3.5 into 1500 into six... into 6300 होता है सर, है ना?", "comment": "Despite the customer's initial complaint, the agent successfully captured the grade, thickness, and width for a potential new requirement." }, { "ucid": "21112178584024471", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "ठीक है, चलो मैं आपको एक बारी पांच ton का बता देता हूं लगभग। आप बताना, मैं rate वगेरा बताता हूं आपको, ठीक है?", "comment": "The agent established a clear next step of providing a quote for a specific quantity, which the customer agreed to." } ], "objections": [ { "ucid": "21112178584024471", "obj_type": "price", "state": "mishandled", "evidence": "The rate you had given was not competitive.", "response": "" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }