{ "ucid": "21112178826447051", "call_date": "2026-09-01", "start_time": "2026-09-01 17:37:50", "end_time": "2026-09-01 17:41:24", "duration_sec": 214, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "General Enquiry", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA161f532ad2e27c59081ab6aa7517efd0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1306, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178826447051__DIA161f532ad2e27c59081ab6aa7517efd0.mp3", "audio_bytes": 510624, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 170.208, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello sir. (हेलो सर।)\n[2s] CUSTOMER: Yes, hello. (हां नमस्कार।)\n[3s] AGENT: Hello. I have sent it to you, this is Fazil speaking. (नमस्कार। भेज दिया मैंने आपको, फज़िल बोल रहा था।)\n[6s] CUSTOMER: Yes, what are you saying? (हांजी, क्या बोल रहे हैं?)\n[7s] AGENT: I was calling from JSW. (जेएसडब्ल्यू से बात कर रहा था।)\n[8s] CUSTOMER: Yes, yes sir. (हांजी हांजी सर।)\n[9s] AGENT: I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once. (भेज दिया मैंने आपको WhatsApp पे भी भेज दिया है और mail पे भी दोबारा से भेज दिया है। एक बार चेक कर लो।)\n[12s] CUSTOMER: I've seen it sir, I've seen it, I've seen it, I've seen it, I've seen it. I got it. This is including GST, right? (देख लिया सर, देख लिया, देख लिया मैंने, देख लिया, देख लिया। मिल गया। Including GST है ना ये तो?)\n[16s] AGENT: Yes? (हां?)\n[16s] CUSTOMER: You have given me the rate including GST, right? (Including GST rate दिया है ना आपने मेरे को तो?)\n[18s] AGENT: No, GST is separate. (नहीं, GST अलग से है।)\n[19s] CUSTOMER: Okay okay, I'll check in that then. Meaning you have given me 66, 67, 68, you have given a rate of 73. (अच्छा अच्छा, उसमें देख लेता हूं फिर। मतलब कि 66, 67, 68 दिया है आपने मेरे को, 73 दिया है रेट।)\n[23s] AGENT: Yes, 66.94 is for that, for five eight and this six. (हां, 66 94 तो उसका है, पांच आठ का और ये छह का।)\n[26s] CUSTOMER: One second, one minute. (एक सेकंड, एक मिनट।)\n[26s] AGENT: 16, 20\n[28s] CUSTOMER: Sir, please stay on the line for a minute, okay? (सर एक मिनट लाइन पे रहना प्लीज, है ना?)\n[32s] CUSTOMER: Extra price loading include. You've given 66 rupees, 67, 66, 67, 68, 69 and 66. This is the rate you've given, right? (Extra price loading include. 66 रुपये दिया है, 67, 66, 67, 68, 69 और 66. यही दिया है रेट ना?)\n[36s] AGENT: Yes, yes. (हां हां।)\n[37s] CUSTOMER: This is not including GST, it's without GST? (ये including GST नहीं है, without GST है?)\n[38s] AGENT: It's without GST. (Without GST है।)\n[40s] CUSTOMER: One moment, one moment, loading is included. (एक बार एक बार, loading included है।)\n[41s] AGENT: Yes, loading is included, right. (हां loading included है ना।)\n[42s] CUSTOMER: GST is not included, right? (GST तो include नहीं है ना?)\n[43s] AGENT: GST and transportation are not included, sir. (GST और transportation included नहीं है सर।)\n[45s] CUSTOMER: Okay, GST and transportation are not included. (अच्छा GST और transportation include नहीं है।)\n[47s] AGENT: Hmm. I had transportation, you had refused. (हम्म। Transportation तो था मेरे पास, आपने मना किया था।)\n[49s] CUSTOMER: No no, I will arrange the transportation myself, sir, for the vehicle. (नहीं नहीं, transportation मैं ही लगाऊंगा सर गाड़ी तो।)\n[51s] AGENT: Yes, so this is the ex-price. (हां, तो ये ex-price है।)\n[52s] CUSTOMER: Sir, how did your rates increase like this? (सर ये रेट कैसे बढ़ गए आपके?)\n[53s] AGENT: Tell me then, sir. (बताओ सर फिर।)\n[54s] CUSTOMER: I'm saying, how did your rates increase so much? (मैं कह रहा हूं इतने रेट कैसे बढ़ गए आपके?)\n[55s] AGENT: Now what can I do, the entire market for it is increasing. (अब मेरे क्या, उसमें पूरे उसकी मार्केट के ही बढ़ रहे हैं।)\n[57s] CUSTOMER: That day you had quoted 58.5. (उस दिन तो आपने 58.5 बताया था।)\n[60s] AGENT: That was for E250, wasn't it? (वो तो E250 का था ना।)\n[61s] CUSTOMER: Yes, but you were saying it's three, three and a half rupees higher. (हां तो आप कह रहे थे ना तीन साढ़े तीन रुपये ऊपर होता है।)\n[63s] AGENT: It is three, three and a half, up to four rupees higher. (तीन साढ़े तीन, चार रुपये तक ऊपर होता है।)\n[65s] CUSTOMER: So this has become 66. (तो ये तो 66 हो गया।)\n[66s] AGENT: Sir, the market is increasing, you can see for yourself. Right now, what's the rate for it, 62, 61 is the rate for the four. (सर, बढ़ रहा है मार्केट, आप खुद ही देख लो। अभी क्या क्या चल रहा है उसका, 62, 61 तो उसका चल रहा है चार का।)\n[71s] CUSTOMER: So it will increase this much, sir, according to market availability. (तो इतना तो बढ़ेगा ही सर, मार्केट की अवेलेबिलिटी के हिसाब से)\n[72s] CUSTOMER: No no, listen, the rate, the rate is fine, let me discuss it in the office once. Rates have also come from one or two other places. The rate is fine, your rate, there's no problem with the rate. (नहीं नहीं बात सुनो जी, रेट, रेट ठीक है, एक बार मैं डिस्कस कर लेता हूं ऑफिस में भी। एक दो जगह से रेट और भी आए हुए हैं। रेट ठीक है, रेट आपका, रेट में दिक्कत नहीं है।)\n[77s] AGENT: Okay. Then what's the problem, sir, tell me then. (ठीक है। फिर मतलब दिक्कत कहां आ रही है सर, बताओ ना फिर।)\n[79s] CUSTOMER: Oh sir, we, you know, I am not running the company alone. I will have to discuss with the partners too, right? Okay? (अरे सर, हम तो, अभी तो पता है, अकेले मैं भी तो कंपनी नहीं चला रहा ना। जो पार्टनर हैं उनको भी डिस्कस करना पड़ेगा ना। ठीक है?)\n[83s] AGENT: So by when will you let me know, sir, because (तो कब तक बता दोगे सर, क्योंकि)\n[84s] CUSTOMER: By tomorrow, tomorrow, we will give you the rate by tomorrow, sir. Okay? (कल तक, कल, कल तक दे देंगे सर आपको रेट। ठीक है?)\n[86s] AGENT: Tomorrow, sir, then what, the rate might change a bit, right? (कल तो सर फिर क्या, रेट थोड़ा चेंज भी हो जाएगा ना।)\n[88s] CUSTOMER: No problem sir, if it changes, we'll take it at the changed rate, what's the problem. We have to take it anyway. (कोई बात नहीं सर, चेंज होगा, चेंज में ले लेंगे, क्या दिक्कत है। लेना तो लेना ही है।)\n[91s] AGENT: Okay sir, let me know sir. Whatever it is, be completely transparent, sir, we'll do it then. (ठीक है सर, मेरे को बताओ सर। जैसा भी हो एकदम ट्रांसपेरेंट बताना सर, करते हैं फिर।)\n[93s] CUSTOMER: Oh sir, we will tell you transparently, why are you taking tension. (अरे सर, ट्रांसपेरेंट बताएंगे आपको, क्यों टेंशन ले रहे हो आप।)\n[95s] AGENT: Yes yes, okay sir. (जी जी, ओके सर।)\n[96s] CUSTOMER: Okay. (ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 51, "connected": 1, "audio_notes": "clear: There is some minor background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "51 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When the customer questions the price, use it as a trigger to ask discovery questions about their business and what they value, so you can justify the cost with our USPs instead of just blaming the market.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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": "This was a follow-up call regarding a quote the agent had already sent. The customer questioned the significant price increase from a previous discussion. The agent attributed this to market volatility and a change in grade. The customer stated he needed to discuss with his partners and would revert the next day, which the agent accepted while noting the price might change.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once.\", \"comment\": \"The agent correctly identified this was a follow-up on a quote already sent, not a new lead, and didn't restart the conversation from scratch.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any of the required fields (product, quantity, location, timeline). The call went straight into a price discussion.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, end-use, monthly requirement, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"evidence\": \"AGENT: Tomorrow, sir, then what, the rate might change a bit, right?\", \"comment\": \"The agent had already provided the price and reinforced its short validity, while also securing a timeline for the customer's decision ('By tomorrow').\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: You have given me 66, 67, 68, you have given a rate of 73.\", \"comment\": \"The agent stuck to the specific products the customer had inquired about and did not waste time pitching the wider JSW portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer questions the price, use it as a trigger to ask discovery questions about their business and what they value, so you can justify the cost with our USPs instead of just blaming the market.\", \"segment_detected\": \"unknown\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Sir, how did your rates increase like this?\", \"response\": \"Now what can I do, the entire market for it is increasing.\"}, {\"obj_type\": \"check_with_manager\", \"state\": \"handled\", \"evidence\": \"I will have to discuss with the partners too, right?\", \"response\": \"So by when will you let me know, sir, because\"}], \"call_summary\": \"This was a follow-up call regarding a quote the agent had already sent. The customer questioned the significant price increase from a previous discussion. The agent attributed this to market volatility and a change in grade. The customer stated he needed to discuss with his partners and would revert the next day, which the agent accepted while noting the price might change.\"}", "error": null, "latency_ms": 33783, "input_tokens": 4580, "output_tokens": 870, "created_at": "2026-09-25 11:51:41", "sentiment": "negative", "sentiment_score": -0.321, "sentiment_confidence": "high", "pos": 6, "neg": 24, "lex_hits": 32, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.441, "agent_talk_sec": 37.1, "customer_talk_sec": 47.0, "dead_air_sec": 129.9, "longest_monologue_sec": 4.0, "agent_wpm": 326.7, "interruptions": 0, "agent_turns": 24, "customer_turns": 27, "discovery_qs": 3, "words_agent": 202, "words_customer": 304, "monologue_heavy": 0, "turns": [ { "ucid": "21112178826447051", "idx": 0, "speaker": "customer", "start_s": 0.38, "end_s": 0.88, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178826447051", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.2, "text_en": "Hello sir.", "text_native": "हेलो सर।" }, { "ucid": "21112178826447051", "idx": 2, "speaker": "customer", "start_s": 2.2, "end_s": 2.88, "text_en": "Yes, hello.", "text_native": "हां नमस्कार।" }, { "ucid": "21112178826447051", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 5.3, "text_en": "Hello. I have sent it to you, this is Fazil speaking.", "text_native": "नमस्कार। भेज दिया मैंने आपको, फज़िल बोल रहा था।" }, { "ucid": "21112178826447051", "idx": 4, "speaker": "customer", "start_s": 5.87, "end_s": 6.6, "text_en": "Yes, what are you saying?", "text_native": "हांजी, क्या बोल रहे हैं?" }, { "ucid": "21112178826447051", "idx": 5, "speaker": "agent", "start_s": 7.0, "end_s": 8.0, "text_en": "I was calling from JSW.", "text_native": "जेएसडब्ल्यू से बात कर रहा था।" }, { "ucid": "21112178826447051", "idx": 6, "speaker": "customer", "start_s": 8.0, "end_s": 8.6, "text_en": "Yes, yes sir.", "text_native": "हांजी हांजी सर।" }, { "ucid": "21112178826447051", "idx": 7, "speaker": "agent", "start_s": 8.9, "end_s": 12.3, "text_en": "I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once.", "text_native": "भेज दिया मैंने आपको WhatsApp पे भी भेज दिया है और mail पे भी दोबारा से भेज दिया है। एक बार चेक कर लो।" }, { "ucid": "21112178826447051", "idx": 8, "speaker": "customer", "start_s": 12.3, "end_s": 15.8, "text_en": "I've seen it sir, I've seen it, I've seen it, I've seen it, I've seen it. I got it. This is including GST, right?", "text_native": "देख लिया सर, देख लिया, देख लिया मैंने, देख लिया, देख लिया। मिल गया। Including GST है ना ये तो?" }, { "ucid": "21112178826447051", "idx": 9, "speaker": "agent", "start_s": 16.1, "end_s": 16.4, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178826447051", "idx": 10, "speaker": "customer", "start_s": 16.5, "end_s": 17.8, "text_en": "You have given me the rate including GST, right?", "text_native": "Including GST rate दिया है ना आपने मेरे को तो?" }, { "ucid": "21112178826447051", "idx": 11, "speaker": "agent", "start_s": 18.0, "end_s": 19.0, "text_en": "No, GST is separate.", "text_native": "नहीं, GST अलग से है।" }, { "ucid": "21112178826447051", "idx": 12, "speaker": "customer", "start_s": 19.3, "end_s": 22.3, "text_en": "Okay okay, I'll check in that then. Meaning you have given me 66, 67, 68, you have given a rate of 73.", "text_native": "अच्छा अच्छा, उसमें देख लेता हूं फिर। मतलब कि 66, 67, 68 दिया है आपने मेरे को, 73 दिया है रेट।" }, { "ucid": "21112178826447051", "idx": 13, "speaker": "agent", "start_s": 22.7, "end_s": 25.8, "text_en": "Yes, 66.94 is for that, for five eight and this six.", "text_native": "हां, 66 94 तो उसका है, पांच आठ का और ये छह का।" }, { "ucid": "21112178826447051", "idx": 14, "speaker": "customer", "start_s": 25.8, "end_s": 26.5, "text_en": "One second, one minute.", "text_native": "एक सेकंड, एक मिनट।" }, { "ucid": "21112178826447051", "idx": 15, "speaker": "agent", "start_s": 26.5, "end_s": 27.5, "text_en": "16, 20", "text_native": "16, 20" }, { "ucid": "21112178826447051", "idx": 16, "speaker": "customer", "start_s": 27.8, "end_s": 29.0, "text_en": "Sir, please stay on the line for a minute, okay?", "text_native": "सर एक मिनट लाइन पे रहना प्लीज, है ना?" }, { "ucid": "21112178826447051", "idx": 17, "speaker": "customer", "start_s": 31.8, "end_s": 36.0, "text_en": "Extra price loading include. You've given 66 rupees, 67, 66, 67, 68, 69 and 66. This is the rate you've given, right?", "text_native": "Extra price loading include. 66 रुपये दिया है, 67, 66, 67, 68, 69 और 66. यही दिया है रेट ना?" }, { "ucid": "21112178826447051", "idx": 18, "speaker": "agent", "start_s": 36.3, "end_s": 36.7, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178826447051", "idx": 19, "speaker": "customer", "start_s": 37.0, "end_s": 38.3, "text_en": "This is not including GST, it's without GST?", "text_native": "ये including GST नहीं है, without GST है?" }, { "ucid": "21112178826447051", "idx": 20, "speaker": "agent", "start_s": 38.3, "end_s": 39.2, "text_en": "It's without GST.", "text_native": "Without GST है।" }, { "ucid": "21112178826447051", "idx": 21, "speaker": "customer", "start_s": 39.5, "end_s": 40.9, "text_en": "One moment, one moment, loading is included.", "text_native": "एक बार एक बार, loading included है।" }, { "ucid": "21112178826447051", "idx": 22, "speaker": "agent", "start_s": 41.2, "end_s": 42.0, "text_en": "Yes, loading is included, right.", "text_native": "हां loading included है ना।" }, { "ucid": "21112178826447051", "idx": 23, "speaker": "customer", "start_s": 42.0, "end_s": 42.8, "text_en": "GST is not included, right?", "text_native": "GST तो include नहीं है ना?" }, { "ucid": "21112178826447051", "idx": 24, "speaker": "agent", "start_s": 43.4, "end_s": 45.0, "text_en": "GST and transportation are not included, sir.", "text_native": "GST और transportation included नहीं है सर।" }, { "ucid": "21112178826447051", "idx": 25, "speaker": "customer", "start_s": 45.3, "end_s": 46.6, "text_en": "Okay, GST and transportation are not included.", "text_native": "अच्छा GST और transportation include नहीं है।" }, { "ucid": "21112178826447051", "idx": 26, "speaker": "agent", "start_s": 46.9, "end_s": 48.8, "text_en": "Hmm. I had transportation, you had refused.", "text_native": "हम्म। Transportation तो था मेरे पास, आपने मना किया था।" }, { "ucid": "21112178826447051", "idx": 27, "speaker": "customer", "start_s": 48.8, "end_s": 50.5, "text_en": "No no, I will arrange the transportation myself, sir, for the vehicle.", "text_native": "नहीं नहीं, transportation मैं ही लगाऊंगा सर गाड़ी तो।" }, { "ucid": "21112178826447051", "idx": 28, "speaker": "agent", "start_s": 50.7, "end_s": 51.6, "text_en": "Yes, so this is the ex-price.", "text_native": "हां, तो ये ex-price है।" }, { "ucid": "21112178826447051", "idx": 29, "speaker": "customer", "start_s": 51.6, "end_s": 52.8, "text_en": "Sir, how did your rates increase like this?", "text_native": "सर ये रेट कैसे बढ़ गए आपके?" }, { "ucid": "21112178826447051", "idx": 30, "speaker": "agent", "start_s": 53.2, "end_s": 53.8, "text_en": "Tell me then, sir.", "text_native": "बताओ सर फिर।" }, { "ucid": "21112178826447051", "idx": 31, "speaker": "customer", "start_s": 53.9, "end_s": 55.0, "text_en": "I'm saying, how did your rates increase so much?", "text_native": "मैं कह रहा हूं इतने रेट कैसे बढ़ गए आपके?" }, { "ucid": "21112178826447051", "idx": 32, "speaker": "agent", "start_s": 55.4, "end_s": 57.4, "text_en": "Now what can I do, the entire market for it is increasing.", "text_native": "अब मेरे क्या, उसमें पूरे उसकी मार्केट के ही बढ़ रहे हैं।" }, { "ucid": "21112178826447051", "idx": 33, "speaker": "customer", "start_s": 57.4, "end_s": 59.2, "text_en": "That day you had quoted 58.5.", "text_native": "उस दिन तो आपने 58.5 बताया था।" }, { "ucid": "21112178826447051", "idx": 34, "speaker": "agent", "start_s": 59.5, "end_s": 60.6, "text_en": "That was for E250, wasn't it?", "text_native": "वो तो E250 का था ना।" }, { "ucid": "21112178826447051", "idx": 35, "speaker": "customer", "start_s": 60.9, "end_s": 62.6, "text_en": "Yes, but you were saying it's three, three and a half rupees higher.", "text_native": "हां तो आप कह रहे थे ना तीन साढ़े तीन रुपये ऊपर होता है।" }, { "ucid": "21112178826447051", "idx": 36, "speaker": "agent", "start_s": 62.9, "end_s": 64.6, "text_en": "It is three, three and a half, up to four rupees higher.", "text_native": "तीन साढ़े तीन, चार रुपये तक ऊपर होता है।" }, { "ucid": "21112178826447051", "idx": 37, "speaker": "customer", "start_s": 64.9, "end_s": 65.9, "text_en": "So this has become 66.", "text_native": "तो ये तो 66 हो गया।" }, { "ucid": "21112178826447051", "idx": 38, "speaker": "agent", "start_s": 66.4, "end_s": 70.4, "text_en": "Sir, the market is increasing, you can see for yourself. Right now, what's the rate for it, 62, 61 is the rate for the four.", "text_native": "सर, बढ़ रहा है मार्केट, आप खुद ही देख लो। अभी क्या क्या चल रहा है उसका, 62, 61 तो उसका चल रहा है चार का।" }, { "ucid": "21112178826447051", "idx": 39, "speaker": "customer", "start_s": 70.8, "end_s": 72.2, "text_en": "So it will increase this much, sir, according to market availability.", "text_native": "तो इतना तो बढ़ेगा ही सर, मार्केट की अवेलेबिलिटी के हिसाब से" }, { "ucid": "21112178826447051", "idx": 40, "speaker": "customer", "start_s": 72.2, "end_s": 76.4, "text_en": "No no, listen, the rate, the rate is fine, let me discuss it in the office once. Rates have also come from one or two other places. The rate is fine, your rate, there's no problem with the rate.", "text_native": "नहीं नहीं बात सुनो जी, रेट, रेट ठीक है, एक बार मैं डिस्कस कर लेता हूं ऑफिस में भी। एक दो जगह से रेट और भी आए हुए हैं। रेट ठीक है, रेट आपका, रेट में दिक्कत नहीं है।" }, { "ucid": "21112178826447051", "idx": 41, "speaker": "agent", "start_s": 76.9, "end_s": 78.8, "text_en": "Okay. Then what's the problem, sir, tell me then.", "text_native": "ठीक है। फिर मतलब दिक्कत कहां आ रही है सर, बताओ ना फिर।" }, { "ucid": "21112178826447051", "idx": 42, "speaker": "customer", "start_s": 78.8, "end_s": 82.4, "text_en": "Oh sir, we, you know, I am not running the company alone. I will have to discuss with the partners too, right? Okay?", "text_native": "अरे सर, हम तो, अभी तो पता है, अकेले मैं भी तो कंपनी नहीं चला रहा ना। जो पार्टनर हैं उनको भी डिस्कस करना पड़ेगा ना। ठीक है?" }, { "ucid": "21112178826447051", "idx": 43, "speaker": "agent", "start_s": 82.7, "end_s": 84.0, "text_en": "So by when will you let me know, sir, because", "text_native": "तो कब तक बता दोगे सर, क्योंकि" }, { "ucid": "21112178826447051", "idx": 44, "speaker": "customer", "start_s": 84.0, "end_s": 85.8, "text_en": "By tomorrow, tomorrow, we will give you the rate by tomorrow, sir. Okay?", "text_native": "कल तक, कल, कल तक दे देंगे सर आपको रेट। ठीक है?" }, { "ucid": "21112178826447051", "idx": 45, "speaker": "agent", "start_s": 86.1, "end_s": 88.0, "text_en": "Tomorrow, sir, then what, the rate might change a bit, right?", "text_native": "कल तो सर फिर क्या, रेट थोड़ा चेंज भी हो जाएगा ना।" }, { "ucid": "21112178826447051", "idx": 46, "speaker": "customer", "start_s": 88.0, "end_s": 90.2, "text_en": "No problem sir, if it changes, we'll take it at the changed rate, what's the problem. We have to take it anyway.", "text_native": "कोई बात नहीं सर, चेंज होगा, चेंज में ले लेंगे, क्या दिक्कत है। लेना तो लेना ही है।" }, { "ucid": "21112178826447051", "idx": 47, "speaker": "agent", "start_s": 90.6, "end_s": 93.0, "text_en": "Okay sir, let me know sir. Whatever it is, be completely transparent, sir, we'll do it then.", "text_native": "ठीक है सर, मेरे को बताओ सर। जैसा भी हो एकदम ट्रांसपेरेंट बताना सर, करते हैं फिर।" }, { "ucid": "21112178826447051", "idx": 48, "speaker": "customer", "start_s": 93.0, "end_s": 94.9, "text_en": "Oh sir, we will tell you transparently, why are you taking tension.", "text_native": "अरे सर, ट्रांसपेरेंट बताएंगे आपको, क्यों टेंशन ले रहे हो आप।" }, { "ucid": "21112178826447051", "idx": 49, "speaker": "agent", "start_s": 95.2, "end_s": 96.2, "text_en": "Yes yes, okay sir.", "text_native": "जी जी, ओके सर।" }, { "ucid": "21112178826447051", "idx": 50, "speaker": "customer", "start_s": 96.2, "end_s": 98.4, "text_en": "Okay.", "text_native": "ओके।" } ], "steps": [ { "ucid": "21112178826447051", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: I have sent it to you, I have sent it on WhatsApp and have also sent it again on mail. Please check it once.", "comment": "The agent correctly identified this was a follow-up on a quote already sent, not a new lead, and didn't restart the conversation from scratch." }, { "ucid": "21112178826447051", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not revalidate any of the required fields (product, quantity, location, timeline). The call went straight into a price discussion." }, { "ucid": "21112178826447051", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero discovery questions about the customer's business, end-use, monthly requirement, or procurement habits." }, { "ucid": "21112178826447051", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Tomorrow, sir, then what, the rate might change a bit, right?", "comment": "The agent had already provided the price and reinforced its short validity, while also securing a timeline for the customer's decision ('By tomorrow')." }, { "ucid": "21112178826447051", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "CUSTOMER: You have given me 66, 67, 68, you have given a rate of 73.", "comment": "The agent stuck to the specific products the customer had inquired about and did not waste time pitching the wider JSW portfolio." } ], "objections": [ { "ucid": "21112178826447051", "obj_type": "price", "state": "mishandled", "evidence": "Sir, how did your rates increase like this?", "response": "Now what can I do, the entire market for it is increasing." }, { "ucid": "21112178826447051", "obj_type": "check_with_manager", "state": "handled", "evidence": "I will have to discuss with the partners too, right?", "response": "So by when will you let me know, sir, because" } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }