{ "ucid": "21112178824708471", "call_date": "2026-09-01", "start_time": "2026-09-01 12:48:04", "end_time": "2026-09-01 12:53:38", "duration_sec": 334, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdf20bbf34bf57aece4a73a06b6b5118e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1314, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178824708471__DIAdf20bbf34bf57aece4a73a06b6b5118e.mp3", "audio_bytes": 947376, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 315.792, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello?\n[5s] AGENT: Hello?\n[6s] CUSTOMER: Speak. (बोलिए।)\n[7s] AGENT: Sir, uh this Qutbuddin Mithaiwala... (सर, uh ये कुतबुद्दीन मिठाईवाला...)\n[8s] CUSTOMER: Speak. (बोलिए।)\n[9s] AGENT: You had, yes, registered on the JSW platform, right? (आपने जो हाँ JSW platform में register किया था क्या?)\n[10s] CUSTOMER: Correct, correct, correct.\n[12s] AGENT: Yes, so you... (हाँ, तो आप...)\n[12s] CUSTOMER: Basically sir, it's like this, that I have a retail business and Prem Hardware and Tools. Okay. And including that I take contracts as well for civil work. (Basically sir, ऐसा है कि मेरा retail business है और Prem Hardware and Tools. Okay. And including that I take contracts as well for civil work.)\n[20s] AGENT: What work?\n[20s] CUSTOMER: Civil work, civil work. Construction, reconstruction, repairing, all that. And I wanted to know, do I get the dealer price via this app or how does that work?\n[28s] AGENT: So it works like, uh, so let me ask you this, if it is your HR requirement or CR or any other material?\n[32s] CUSTOMER: Mainly HR I guess, right?\n[34s] AGENT: Yeah.\n[35s] AGENT: Okay. If it is HR, you get the best pricing from our end, uh, because that will be the lowest and the cheapest price that you will ever find. So with HR I can guarantee you that, but with CR and PPGL, uh, we have to check the price, I can't assure you the best price. That's the only thing.\n[44s] CUSTOMER: How do you consider it a CR and PPGL?\n[46s] AGENT: CR and PPGL, so the basic thing is, uh, CR, see, if it is HR, CR, PPGL, whatever it is, you get every primary as well as secondary brand. Primary includes JSW, Tata, SAIL, NMDC, etcetera. And secondary brands comes like other, you know, nominal brands. So basically if you, if you are looking for HR, uh, JSW, SAIL, Tata or NMDC, you get the cheapest one from us. And the others, you will be having a, you know, a slight, you know, but still the MOP, like the market price itself. But you might find cheaper from other distributors as well. But with the quality, we don't compromise anywhere. Okay. So what we do is that to our customers or to the clients that we call, we ask them to, you know, start with the HR, see the proper, see the, you know, the quality, see our service. And once when it, once when you are onboarded to our platform, you get cashback and you get, you know, credit, uh, what you call, eligibility and all those stuffs.\n[102s] CUSTOMER: Right, right, right. Okay.\n[103s] AGENT: Yeah. So if you are, you know, uh, okay to go ahead with HR, the only thing that you have to do is you just share me the attributes like the length, thickness and all those details, your delivery location. We'll process the order, we'll get you, you know, the material within two to three days maximum.\n[112s] CUSTOMER: And uh, can I get a WhatsApp number as well?\n[114s] AGENT: I can do that. I can do that. Uh, meanwhile, may I know your good name, sir?\n[117s] CUSTOMER: Qutbuddin.\n[118s] AGENT: Qutbuddin, okay. And you are working with Good Luck Hardware Stores, I believe.\n[122s] AGENT: Hello?\n[123s] CUSTOMER: Hello?\n[124s] AGENT: Hello?\n[126s] AGENT: Hello, Qutbuddin, yes, yeah, am I audible now? (Hello, Qutbuddin, haan, yeah, am I audible now?)\n[128s] CUSTOMER: Yeah, yeah.\n[129s] AGENT: Yeah, yeah, perfect. So you're working with Good Luck Hardware Stores, right?\n[131s] CUSTOMER: Correct.\n[132s] AGENT: Okay, got it. And your location is...\n[134s] CUSTOMER: Bhiwandi.\n[135s] AGENT: Okay, I think Thane, Maharashtra. (अच्छा, I think Thane, Maharashtra.)\n[137s] CUSTOMER: Thane is considered as a district, Bhiwandi is the city.\n[139s] AGENT: Yeah, yeah, no worries. But I can confirm the pin code is 421308, right?\n[142s] CUSTOMER: Correct.\n[143s] AGENT: Yeah, got it, got it. So, uh, let me ask, what is the, you know, uh, minimum, I mean, we have a minimum order of quantity of, you know, five metric tons for HR and CR. So what is it initially that you are looking to procure?\n[150s] CUSTOMER: No, I just was just testing your website as of now.\n[153s] AGENT: Uh, you are checking the?\n[154s] CUSTOMER: Website. So I went by website and came to the app.\n[156s] AGENT: Alright, alright. So what is your...\n[157s] CUSTOMER: I assume this was from the JSW brand itself, is it not?\n[160s] AGENT: So, so basically our platform is like a, you know, B2B commerce platform. Basically, so what, yeah, so we, if it is JSW product, we give it directly from our plant, okay. Uh, with the topmost quality and the cheaper price. If it is other brands, we give the cheapest price and also the topmost quality, but thing is we onboard different platforms like Tata, SAIL, we also onboard. So based on your customer, your, I mean, the customer's requirement, we give whatever brands you need for the best price.\n[174s] CUSTOMER: Right.\n[175s] AGENT: Yeah. So that's how we help the clients.\n[177s] CUSTOMER: Understood.\n[178s] AGENT: Yeah. So is, so are you looking for an immediate procurement or like in future?\n[181s] CUSTOMER: In future I might be. That's all right. That was just I was going through the website, I came towards this website.\n[185s] AGENT: Got it, got it. So I'll do one thing, may I just confirm if 8087952972 is your WhatsApp number?\n[188s] CUSTOMER: No, no, my WhatsApp number is a different one.\n[191s] AGENT: Okay, so if you can share me your WhatsApp number, I'll share you the details through my personal WhatsApp.\n[194s] CUSTOMER: Right. So can you take it verbally?\n[196s] AGENT: Yeah, yeah, yeah, please tell me.\n[197s] CUSTOMER: 879\n[198s] AGENT: 879\n[199s] CUSTOMER: 360\n[200s] AGENT: 360\n[201s] CUSTOMER: 52\n[202s] AGENT: 52\n[203s] CUSTOMER: 79\n[204s] AGENT: 79, got it. So I'll share you the details via WhatsApp. Uh, please go through it and then you can ping me back once the requirement comes live.\n[209s] CUSTOMER: Fine, sir. Alright.\n[210s] AGENT: Yeah, perfect. Thank you so much, Qutbuddin.\n[212s] CUSTOMER: Yeah.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 64, "connected": 1, "audio_notes": "clear: The customer initially states his business is 'Prem Hardware and Tools', but later agrees when the agent refers to it as 'Good Luck Hardware Stores'.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "64 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": 3.5, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\", \"CL5 No unnecessary re-pitching\"]", "pitch_coaching_note": "Your talk-to-listen ratio is very high; break up long speeches with questions to keep the customer engaged and uncover their needs before pitching solutions.", "usp_relevance": "matched", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a civil contractor, was exploring the JSW platform to understand its pricing model and had no immediate material requirement. The agent explained the value proposition, confirmed the customer's location and contact details, and established that the customer is a future prospect. The call ended with the agent agreeing to send company details via WhatsApp for future reference.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had, yes, registered on the JSW platform, right?\", \"comment\": \"Agent correctly acknowledged the customer's prior action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"if it is your HR requirement or CR or any other material?... I can confirm the pin code is 421308, right?... what is it initially that you are looking to procure?... are you looking for an immediate procurement or like in future?\", \"comment\": \"Agent successfully revalidated product type, location/pincode, quantity, and timeline, but did not ask for specific dimensions (thickness/width).\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I take contracts as well for civil work. Construction, reconstruction, repairing, all that.\", \"comment\": \"Agent only captured the end application (which the customer volunteered) and failed to ask about monthly tonnage, current brands, JSW share, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a price or a timeline for a price, as the customer had no immediate requirement and provided no specs.\"}, {\"step_id\": \"CL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So basically if you, if you are looking for HR, uh, JSW, SAIL, Tata or NMDC, you get the cheapest one from us. And the others, you will be having a, you know, a slight, you know, but still the MOP... But with the quality, we don't compromise anywhere... you get cashback and you get, you know, credit, uh, what you call, eligibility and all those stuffs.\", \"comment\": \"Agent delivered a long monologue (approx. 60 seconds) covering the entire platform value prop instead of reinforcing 1-2 relevant points.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Your talk-to-listen ratio is very high; break up long speeches with questions to keep the customer engaged and uncover their needs before pitching solutions.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a civil contractor, was exploring the JSW platform to understand its pricing model and had no immediate material requirement. The agent explained the value proposition, confirmed the customer's location and contact details, and established that the customer is a future prospect. The call ended with the agent agreeing to send company details via WhatsApp for future reference.\"}", "error": null, "latency_ms": 33719, "input_tokens": 4542, "output_tokens": 832, "created_at": "2026-09-25 11:52:05", "sentiment": "positive", "sentiment_score": 0.29, "sentiment_confidence": "high", "pos": 10, "neg": 3, "lex_hits": 28, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.75, "agent_talk_sec": 137.7, "customer_talk_sec": 45.9, "dead_air_sec": 150.4, "longest_monologue_sec": 55.1, "agent_wpm": 292.4, "interruptions": 0, "agent_turns": 33, "customer_turns": 31, "discovery_qs": 14, "words_agent": 671, "words_customer": 189, "monologue_heavy": 1, "turns": [ { "ucid": "21112178824708471", "idx": 0, "speaker": "customer", "start_s": 4.87, "end_s": 5.3, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824708471", "idx": 1, "speaker": "agent", "start_s": 5.47, "end_s": 5.81, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824708471", "idx": 2, "speaker": "customer", "start_s": 6.2, "end_s": 6.6, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178824708471", "idx": 3, "speaker": "agent", "start_s": 6.86, "end_s": 8.18, "text_en": "Sir, uh this Qutbuddin Mithaiwala...", "text_native": "सर, uh ये कुतबुद्दीन मिठाईवाला..." }, { "ucid": "21112178824708471", "idx": 4, "speaker": "customer", "start_s": 8.5, "end_s": 8.84, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178824708471", "idx": 5, "speaker": "agent", "start_s": 8.84, "end_s": 10.4, "text_en": "You had, yes, registered on the JSW platform, right?", "text_native": "आपने जो हाँ JSW platform में register किया था क्या?" }, { "ucid": "21112178824708471", "idx": 6, "speaker": "customer", "start_s": 10.4, "end_s": 11.2, "text_en": "Correct, correct, correct.", "text_native": "Correct, correct, correct." }, { "ucid": "21112178824708471", "idx": 7, "speaker": "agent", "start_s": 11.5, "end_s": 11.9, "text_en": "Yes, so you...", "text_native": "हाँ, तो आप..." }, { "ucid": "21112178824708471", "idx": 8, "speaker": "customer", "start_s": 11.9, "end_s": 19.2, "text_en": "Basically sir, it's like this, that I have a retail business and Prem Hardware and Tools. Okay. And including that I take contracts as well for civil work.", "text_native": "Basically sir, ऐसा है कि मेरा retail business है और Prem Hardware and Tools. Okay. And including that I take contracts as well for civil work." }, { "ucid": "21112178824708471", "idx": 9, "speaker": "agent", "start_s": 19.7, "end_s": 20.1, "text_en": "What work?", "text_native": "What work?" }, { "ucid": "21112178824708471", "idx": 10, "speaker": "customer", "start_s": 20.5, "end_s": 27.9, "text_en": "Civil work, civil work. Construction, reconstruction, repairing, all that. And I wanted to know, do I get the dealer price via this app or how does that work?", "text_native": "Civil work, civil work. Construction, reconstruction, repairing, all that. And I wanted to know, do I get the dealer price via this app or how does that work?" }, { "ucid": "21112178824708471", "idx": 11, "speaker": "agent", "start_s": 28.2, "end_s": 31.8, "text_en": "So it works like, uh, so let me ask you this, if it is your HR requirement or CR or any other material?", "text_native": "So it works like, uh, so let me ask you this, if it is your HR requirement or CR or any other material?" }, { "ucid": "21112178824708471", "idx": 12, "speaker": "customer", "start_s": 32.5, "end_s": 33.8, "text_en": "Mainly HR I guess, right?", "text_native": "Mainly HR I guess, right?" }, { "ucid": "21112178824708471", "idx": 13, "speaker": "agent", "start_s": 34.2, "end_s": 34.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178824708471", "idx": 14, "speaker": "agent", "start_s": 35.3, "end_s": 43.8, "text_en": "Okay. If it is HR, you get the best pricing from our end, uh, because that will be the lowest and the cheapest price that you will ever find. So with HR I can guarantee you that, but with CR and PPGL, uh, we have to check the price, I can't assure you the best price. That's the only thing.", "text_native": "Okay. If it is HR, you get the best pricing from our end, uh, because that will be the lowest and the cheapest price that you will ever find. So with HR I can guarantee you that, but with CR and PPGL, uh, we have to check the price, I can't assure you the best price. That's the only thing." }, { "ucid": "21112178824708471", "idx": 15, "speaker": "customer", "start_s": 44.1, "end_s": 45.8, "text_en": "How do you consider it a CR and PPGL?", "text_native": "How do you consider it a CR and PPGL?" }, { "ucid": "21112178824708471", "idx": 16, "speaker": "agent", "start_s": 46.4, "end_s": 101.5, "text_en": "CR and PPGL, so the basic thing is, uh, CR, see, if it is HR, CR, PPGL, whatever it is, you get every primary as well as secondary brand. Primary includes JSW, Tata, SAIL, NMDC, etcetera. And secondary brands comes like other, you know, nominal brands. So basically if you, if you are looking for HR, uh, JSW, SAIL, Tata or NMDC, you get the cheapest one from us. And the others, you will be having a, you know, a slight, you know, but still the MOP, like the market price itself. But you might find cheaper from other distributors as well. But with the quality, we don't compromise anywhere. Okay. So what we do is that to our customers or to the clients that we call, we ask them to, you know, start with the HR, see the proper, see the, you know, the quality, see our service. And once when it, once when you are onboarded to our platform, you get cashback and you get, you know, credit, uh, what you call, eligibility and all those stuffs.", "text_native": "CR and PPGL, so the basic thing is, uh, CR, see, if it is HR, CR, PPGL, whatever it is, you get every primary as well as secondary brand. Primary includes JSW, Tata, SAIL, NMDC, etcetera. And secondary brands comes like other, you know, nominal brands. So basically if you, if you are looking for HR, uh, JSW, SAIL, Tata or NMDC, you get the cheapest one from us. And the others, you will be having a, you know, a slight, you know, but still the MOP, like the market price itself. But you might find cheaper from other distributors as well. But with the quality, we don't compromise anywhere. Okay. So what we do is that to our customers or to the clients that we call, we ask them to, you know, start with the HR, see the proper, see the, you know, the quality, see our service. And once when it, once when you are onboarded to our platform, you get cashback and you get, you know, credit, uh, what you call, eligibility and all those stuffs." }, { "ucid": "21112178824708471", "idx": 17, "speaker": "customer", "start_s": 101.5, "end_s": 102.8, "text_en": "Right, right, right. Okay.", "text_native": "Right, right, right. Okay." }, { "ucid": "21112178824708471", "idx": 18, "speaker": "agent", "start_s": 103.1, "end_s": 112.2, "text_en": "Yeah. So if you are, you know, uh, okay to go ahead with HR, the only thing that you have to do is you just share me the attributes like the length, thickness and all those details, your delivery location. We'll process the order, we'll get you, you know, the material within two to three days maximum.", "text_native": "Yeah. So if you are, you know, uh, okay to go ahead with HR, the only thing that you have to do is you just share me the attributes like the length, thickness and all those details, your delivery location. We'll process the order, we'll get you, you know, the material within two to three days maximum." }, { "ucid": "21112178824708471", "idx": 19, "speaker": "customer", "start_s": 112.2, "end_s": 113.8, "text_en": "And uh, can I get a WhatsApp number as well?", "text_native": "And uh, can I get a WhatsApp number as well?" }, { "ucid": "21112178824708471", "idx": 20, "speaker": "agent", "start_s": 114.1, "end_s": 116.8, "text_en": "I can do that. I can do that. Uh, meanwhile, may I know your good name, sir?", "text_native": "I can do that. I can do that. Uh, meanwhile, may I know your good name, sir?" }, { "ucid": "21112178824708471", "idx": 21, "speaker": "customer", "start_s": 117.2, "end_s": 117.9, "text_en": "Qutbuddin.", "text_native": "Qutbuddin." }, { "ucid": "21112178824708471", "idx": 22, "speaker": "agent", "start_s": 118.3, "end_s": 121.4, "text_en": "Qutbuddin, okay. And you are working with Good Luck Hardware Stores, I believe.", "text_native": "Qutbuddin, okay. And you are working with Good Luck Hardware Stores, I believe." }, { "ucid": "21112178824708471", "idx": 23, "speaker": "agent", "start_s": 122.3, "end_s": 122.7, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824708471", "idx": 24, "speaker": "customer", "start_s": 123.2, "end_s": 123.6, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824708471", "idx": 25, "speaker": "agent", "start_s": 124.1, "end_s": 124.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178824708471", "idx": 26, "speaker": "agent", "start_s": 126.5, "end_s": 128.3, "text_en": "Hello, Qutbuddin, yes, yeah, am I audible now?", "text_native": "Hello, Qutbuddin, haan, yeah, am I audible now?" }, { "ucid": "21112178824708471", "idx": 27, "speaker": "customer", "start_s": 128.3, "end_s": 128.9, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." }, { "ucid": "21112178824708471", "idx": 28, "speaker": "agent", "start_s": 129.1, "end_s": 131.1, "text_en": "Yeah, yeah, perfect. So you're working with Good Luck Hardware Stores, right?", "text_native": "Yeah, yeah, perfect. So you're working with Good Luck Hardware Stores, right?" }, { "ucid": "21112178824708471", "idx": 29, "speaker": "customer", "start_s": 131.4, "end_s": 131.9, "text_en": "Correct.", "text_native": "Correct." }, { "ucid": "21112178824708471", "idx": 30, "speaker": "agent", "start_s": 132.3, "end_s": 133.6, "text_en": "Okay, got it. And your location is...", "text_native": "Okay, got it. And your location is..." }, { "ucid": "21112178824708471", "idx": 31, "speaker": "customer", "start_s": 133.9, "end_s": 134.5, "text_en": "Bhiwandi.", "text_native": "Bhiwandi." }, { "ucid": "21112178824708471", "idx": 32, "speaker": "agent", "start_s": 135.2, "end_s": 136.5, "text_en": "Okay, I think Thane, Maharashtra.", "text_native": "अच्छा, I think Thane, Maharashtra." }, { "ucid": "21112178824708471", "idx": 33, "speaker": "customer", "start_s": 136.9, "end_s": 138.9, "text_en": "Thane is considered as a district, Bhiwandi is the city.", "text_native": "Thane is considered as a district, Bhiwandi is the city." }, { "ucid": "21112178824708471", "idx": 34, "speaker": "agent", "start_s": 139.1, "end_s": 141.5, "text_en": "Yeah, yeah, no worries. But I can confirm the pin code is 421308, right?", "text_native": "Yeah, yeah, no worries. But I can confirm the pin code is 421308, right?" }, { "ucid": "21112178824708471", "idx": 35, "speaker": "customer", "start_s": 141.8, "end_s": 142.3, "text_en": "Correct.", "text_native": "Correct." }, { "ucid": "21112178824708471", "idx": 36, "speaker": "agent", "start_s": 142.7, "end_s": 149.4, "text_en": "Yeah, got it, got it. So, uh, let me ask, what is the, you know, uh, minimum, I mean, we have a minimum order of quantity of, you know, five metric tons for HR and CR. So what is it initially that you are looking to procure?", "text_native": "Yeah, got it, got it. So, uh, let me ask, what is the, you know, uh, minimum, I mean, we have a minimum order of quantity of, you know, five metric tons for HR and CR. So what is it initially that you are looking to procure?" }, { "ucid": "21112178824708471", "idx": 37, "speaker": "customer", "start_s": 149.9, "end_s": 151.8, "text_en": "No, I just was just testing your website as of now.", "text_native": "No, I just was just testing your website as of now." }, { "ucid": "21112178824708471", "idx": 38, "speaker": "agent", "start_s": 152.8, "end_s": 153.8, "text_en": "Uh, you are checking the?", "text_native": "Uh, you are checking the?" }, { "ucid": "21112178824708471", "idx": 39, "speaker": "customer", "start_s": 154.1, "end_s": 156.1, "text_en": "Website. So I went by website and came to the app.", "text_native": "Website. So I went by website and came to the app." }, { "ucid": "21112178824708471", "idx": 40, "speaker": "agent", "start_s": 156.4, "end_s": 157.1, "text_en": "Alright, alright. So what is your...", "text_native": "Alright, alright. So what is your..." }, { "ucid": "21112178824708471", "idx": 41, "speaker": "customer", "start_s": 157.1, "end_s": 159.4, "text_en": "I assume this was from the JSW brand itself, is it not?", "text_native": "I assume this was from the JSW brand itself, is it not?" }, { "ucid": "21112178824708471", "idx": 42, "speaker": "agent", "start_s": 159.9, "end_s": 174.1, "text_en": "So, so basically our platform is like a, you know, B2B commerce platform. Basically, so what, yeah, so we, if it is JSW product, we give it directly from our plant, okay. Uh, with the topmost quality and the cheaper price. If it is other brands, we give the cheapest price and also the topmost quality, but thing is we onboard different platforms like Tata, SAIL, we also onboard. So based on your customer, your, I mean, the customer's requirement, we give whatever brands you need for the best price.", "text_native": "So, so basically our platform is like a, you know, B2B commerce platform. Basically, so what, yeah, so we, if it is JSW product, we give it directly from our plant, okay. Uh, with the topmost quality and the cheaper price. If it is other brands, we give the cheapest price and also the topmost quality, but thing is we onboard different platforms like Tata, SAIL, we also onboard. So based on your customer, your, I mean, the customer's requirement, we give whatever brands you need for the best price." }, { "ucid": "21112178824708471", "idx": 43, "speaker": "customer", "start_s": 174.1, "end_s": 174.5, "text_en": "Right.", "text_native": "Right." }, { "ucid": "21112178824708471", "idx": 44, "speaker": "agent", "start_s": 174.9, "end_s": 176.1, "text_en": "Yeah. So that's how we help the clients.", "text_native": "Yeah. So that's how we help the clients." }, { "ucid": "21112178824708471", "idx": 45, "speaker": "customer", "start_s": 176.8, "end_s": 177.5, "text_en": "Understood.", "text_native": "Understood." }, { "ucid": "21112178824708471", "idx": 46, "speaker": "agent", "start_s": 177.9, "end_s": 180.8, "text_en": "Yeah. So is, so are you looking for an immediate procurement or like in future?", "text_native": "Yeah. So is, so are you looking for an immediate procurement or like in future?" }, { "ucid": "21112178824708471", "idx": 47, "speaker": "customer", "start_s": 181.2, "end_s": 185.1, "text_en": "In future I might be. That's all right. That was just I was going through the website, I came towards this website.", "text_native": "In future I might be. That's all right. That was just I was going through the website, I came towards this website." }, { "ucid": "21112178824708471", "idx": 48, "speaker": "agent", "start_s": 185.1, "end_s": 188.1, "text_en": "Got it, got it. So I'll do one thing, may I just confirm if 8087952972 is your WhatsApp number?", "text_native": "Got it, got it. So I'll do one thing, may I just confirm if 8087952972 is your WhatsApp number?" }, { "ucid": "21112178824708471", "idx": 49, "speaker": "customer", "start_s": 188.5, "end_s": 190.4, "text_en": "No, no, my WhatsApp number is a different one.", "text_native": "No, no, my WhatsApp number is a different one." }, { "ucid": "21112178824708471", "idx": 50, "speaker": "agent", "start_s": 190.7, "end_s": 193.8, "text_en": "Okay, so if you can share me your WhatsApp number, I'll share you the details through my personal WhatsApp.", "text_native": "Okay, so if you can share me your WhatsApp number, I'll share you the details through my personal WhatsApp." }, { "ucid": "21112178824708471", "idx": 51, "speaker": "customer", "start_s": 193.8, "end_s": 195.3, "text_en": "Right. So can you take it verbally?", "text_native": "Right. So can you take it verbally?" }, { "ucid": "21112178824708471", "idx": 52, "speaker": "agent", "start_s": 195.6, "end_s": 196.8, "text_en": "Yeah, yeah, yeah, please tell me.", "text_native": "Yeah, yeah, yeah, please tell me." }, { "ucid": "21112178824708471", "idx": 53, "speaker": "customer", "start_s": 197.1, "end_s": 197.8, "text_en": "879", "text_native": "879" }, { "ucid": "21112178824708471", "idx": 54, "speaker": "agent", "start_s": 198.2, "end_s": 198.7, "text_en": "879", "text_native": "879" }, { "ucid": "21112178824708471", "idx": 55, "speaker": "customer", "start_s": 199.2, "end_s": 199.8, "text_en": "360", "text_native": "360" }, { "ucid": "21112178824708471", "idx": 56, "speaker": "agent", "start_s": 200.2, "end_s": 200.7, "text_en": "360", "text_native": "360" }, { "ucid": "21112178824708471", "idx": 57, "speaker": "customer", "start_s": 201.2, "end_s": 201.6, "text_en": "52", "text_native": "52" }, { "ucid": "21112178824708471", "idx": 58, "speaker": "agent", "start_s": 202.0, "end_s": 202.4, "text_en": "52", "text_native": "52" }, { "ucid": "21112178824708471", "idx": 59, "speaker": "customer", "start_s": 202.8, "end_s": 203.3, "text_en": "79", "text_native": "79" }, { "ucid": "21112178824708471", "idx": 60, "speaker": "agent", "start_s": 203.8, "end_s": 208.4, "text_en": "79, got it. So I'll share you the details via WhatsApp. Uh, please go through it and then you can ping me back once the requirement comes live.", "text_native": "79, got it. So I'll share you the details via WhatsApp. Uh, please go through it and then you can ping me back once the requirement comes live." }, { "ucid": "21112178824708471", "idx": 61, "speaker": "customer", "start_s": 208.7, "end_s": 209.6, "text_en": "Fine, sir. Alright.", "text_native": "Fine, sir. Alright." }, { "ucid": "21112178824708471", "idx": 62, "speaker": "agent", "start_s": 209.6, "end_s": 211.3, "text_en": "Yeah, perfect. Thank you so much, Qutbuddin.", "text_native": "Yeah, perfect. Thank you so much, Qutbuddin." }, { "ucid": "21112178824708471", "idx": 63, "speaker": "customer", "start_s": 211.6, "end_s": 211.9, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178824708471", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You had, yes, registered on the JSW platform, right?", "comment": "Agent correctly acknowledged the customer's prior action on the platform." }, { "ucid": "21112178824708471", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "partial", "earned": 1.5, "questions_hit": 4, "evidence": "if it is your HR requirement or CR or any other material?... I can confirm the pin code is 421308, right?... what is it initially that you are looking to procure?... are you looking for an immediate procurement or like in future?", "comment": "Agent successfully revalidated product type, location/pincode, quantity, and timeline, but did not ask for specific dimensions (thickness/width)." }, { "ucid": "21112178824708471", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "I take contracts as well for civil work. Construction, reconstruction, repairing, all that.", "comment": "Agent only captured the end application (which the customer volunteered) and failed to ask about monthly tonnage, current brands, JSW share, or payment terms." }, { "ucid": "21112178824708471", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a price or a timeline for a price, as the customer had no immediate requirement and provided no specs." }, { "ucid": "21112178824708471", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So basically if you, if you are looking for HR, uh, JSW, SAIL, Tata or NMDC, you get the cheapest one from us. And the others, you will be having a, you know, a slight, you know, but still the MOP... But with the quality, we don't compromise anywhere... you get cashback and you get, you know, credit, uh, what you call, eligibility and all those stuffs.", "comment": "Agent delivered a long monologue (approx. 60 seconds) covering the entire platform value prop instead of reinforcing 1-2 relevant points." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline", "CL5 No unnecessary re-pitching" ], "objection_phrases_list": [] }