{ "ucid": "21112178875740411", "call_date": "2026-09-07", "start_time": "2026-09-07 10:33:24", "end_time": "2026-09-07 10:38:52", "duration_sec": 328, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA100c5c688310332802cc873735510593.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 779, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875740411__DIA100c5c688310332802cc873735510593.mp3", "audio_bytes": 934848, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 311.616, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello, uh am I speaking with Nishit ji? (हेलो, अह निशित जी बात कर रहे हैं?)\n[4s] CUSTOMER: Yes.\n[5s] AGENT: Nishit ji, hi, good morning. I am Ankit Mistry calling from JSW Steel, Mumbai head office. (निशित जी, हाय, गुड मॉर्निंग। मैं अंकित मिस्त्री बात कर रहा हूं JSW Steel से, मुंबई हेड ऑफिस।)\n[10s] CUSTOMER: Yes. (हां।)\n[10s] AGENT: Uh Nishit ji, I believe you recently registered this firm of yours, which is Working Bricks and Engineers Engineering and Construction LLP, on our JSW digital portal, right? (अह निशित जी, I believe recently आपने हमारे JSW के डिजिटल पोर्टल पे आपका ये जो फर्म है which is Working Bricks and Engineers Engineering and Construction LLP, uh ये अकाउंट आपने रजिस्ट्रेशन कराया हुआ किया है, right?)\n[19s] CUSTOMER: Yes, yes, yes.\n[20s] AGENT: Great. So first, let me ask, sir, what is your nature of business? I mean are you into manufacturing or fabrication works or into trading, what is it like? (Great. तो पहले मैं पूछ लेता हूं सर आपका नेचर ऑफ अ बिज़नेस क्या है? I mean are you into manufacturing or fabrication works or into trading, कैसा है?)\n[25s] CUSTOMER: Construction business, fabrication.\n[26s] AGENT: Okay, into construction and fabrication works. Okay. So what all products you procure for your business? I mean is it like TMT bars or you know MS sheets and coils, how is it? (अच्छा, into construction and fabrication works. Okay. So what all products you procure for your business? I mean is it like TMT bars or you know MS sheets and coils, how is it?)\n[32s] CUSTOMER: For what?\n[33s] AGENT: Uh as a business, what all products do you procure? I mean is it like a TMT bars or you know the mild steel\n[39s] CUSTOMER: Everything, everything. TMT, sheets, and again cement.\n[42s] AGENT: Okay, okay. Uh so in terms of TMT bars, what is your monthly consumption? (अच्छा, okay. Uh so in terms of TMT bars, what is your monthly consumption?)\n[46s] CUSTOMER: In terms of TMT\n[47s] AGENT: On an average.\n[48s] CUSTOMER: For an year year or what?\n[49s] AGENT: Per month.\n[50s] CUSTOMER: Per month is nearly I'll go with uh fifteen to twenty tons.\n[54s] AGENT: Okay, okay. And what all brands do you procure for TMT? Like is it the primary steel or the rolling steel, how is it? (अच्छा, okay. And what all brands do you procure for TMT? Like is it the primary steel or the rolling steel, how is it?)\n[58s] CUSTOMER: No, I was uh purchasing SAIL.\n[60s] AGENT: Okay, you were purchasing SAIL. Okay, okay, got it. (अच्छा, you were purchasing SAIL. Okay, okay, got it.)\n[102s] CUSTOMER: After that when I should put SAIL.\n[104s] AGENT: Mhm, mhm.\n[104s] CUSTOMER: Okay.\n[105s] AGENT: And uh what about the sheets and coils? In that terms what is the monthly consumption?\n[108s] CUSTOMER: NPB, NPB I'll go with uh SAIL.\n[110s] AGENT: Okay, again you're purchasing SAIL only. Okay, okay, got it. (अच्छा, again you're purchasing SAIL only. Okay, okay, got it.)\n[113s] CUSTOMER: Plates I'll go with uh Tata.\n[116s] AGENT: Okay, for plates you go with Tata. Okay, understood. Mhm, mhm, understood. Okay, alright, got it. (अच्छा, for plates you go with Tata. Okay, understood. Mhm, mhm, understood. Okay, ठीक है, got it.)\n[120s] AGENT: So I believe you might be directly procuring from the SAIL plant or through the distributors of SAIL?\n[123s] CUSTOMER: No, directly from SAIL plant.\n[124s] AGENT: Okay, directly from SAIL plant. Okay, alright, got it, alright. (अच्छा, directly from SAIL plant. Okay, ठीक है, got it, ठीक है.)\n[126s] AGENT: So Nishit ji, I'll just brief about myself. So basically JSW group has started its own new business in the name of JSW One, okay? So basically this is a digital setup of JSW wherein you will be getting all the uh prime steel of JSW directly from our JSW steel plant and our authorized channel partners in terms of you know a retail quantity, okay? Uh so over here the first and foremost benefit is that out of this season you will be getting genuine and primary steel of JSW. Uh secondly because you are dealing directly with the company itself, right? So there would be no third party involved in between. So you will be getting genuine and primary steel uh of JSW from our our end, okay?\n[150s] AGENT: Uh having said this, we as a JSW group, our major production is into TMT bars and uh the uh you know MS sheets and plates and coils, okay? So we can supply with this uh from our end wherein there are just two conditions. The first condition is that the minimum order quantity per thickness per size is of five tons.\n[160s] AGENT: And the payment terms for the first two orders would be 100% advance. Thereafter from the third order onwards, depending on the consistency of your order, we would be giving you the credit facilities in the form of bank guarantee, uh then we have the option of LC available, uh in terms of third parties we have the Tata Capital as a tie-up. So we can give you all this from the third order on onwards.\n[176s] CUSTOMER: Fine, fine.\n[176s] AGENT: Okay? Uh just the first, that's it. The first two orders would be 100% advance. So are you okay with these two conditions as of now?\n[180s] CUSTOMER: Yeah, fine, fine. I'm okay.\n[180s] AGENT: Great. So I'll just do one thing. Uh I'll just you know quickly drop a mail to you onto your email ID which is registered with us by the name of workingbricksengineers@gmail.com, okay?\n[188s] CUSTOMER: Right.\n[188s] AGENT: Uh so as and when you have the requirement, you please let us know all the dimensions and quantity along with the full delivery address and pin code. So accordingly, uh you know, based on your delivery location, we would supply you the FOR rates from our end.\n[195s] CUSTOMER: Okay, okay.\n[196s] AGENT: Okay? And I believe we have recently, you know, added some products onto our cart as well, uh which is HR sheet, right?\n[202s] CUSTOMER: Yes, yes.\n[202s] AGENT: Yes. So currently like is this a live requirement or you wanted to just know the pricing and how is it?\n[206s] CUSTOMER: I just want to know the pricing and all. Uh now I'll give the exact quantities and all.\n[210s] AGENT: No problem, no problem. I'll just mail you right away after this call. So how many days is it? Our generally time is like three to five days wherein we uh majorly, you know, 99% we supply it within two days. Just you know we keep two to two days as a buffer in case of you know material breakdown or you know due to some other the other reasons.\n[218s] CUSTOMER: No, how many days?\n[219s] AGENT: Otherwise we deliver it within two days.\n[222s] CUSTOMER: Okay, once I made the payment, I'll get back within two to three days, right?\n[224s] AGENT: Yes, yes, yes.\n[226s] CUSTOMER: Okay, okay, fine. Uh just uh you mail all the things, right? Once I got\n[231s] AGENT: I'll mail you right away after this call.\n[232s] CUSTOMER: Yes, yes, right.\n[232s] AGENT: Great, yeah. Thank you.\n[234s] CUSTOMER: Okay, thank you.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 56, "connected": 1, "audio_notes": "clear: The audio quality is good, with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "56 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL5 No unnecessary re-pitching\"]", "pitch_coaching_note": "When a customer has already added an item to their cart, revalidate those specific details (product, size, quantity) immediately instead of starting with a general discovery and a long pitch about the business model.", "usp_relevance": "mismatched", "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 construction/fabrication business owner, registered on the JSW portal and added HR sheets to their cart. The agent called to follow up, conducted some discovery about their business (15-20 MT/month TMT, currently buying SAIL/Tata), and pitched the JSW One model. The customer requested pricing information, and the agent agreed to email a quote immediately, ending the call without a price discussion or order.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Nishit ji, I believe you recently registered this firm of yours... on our JSW digital portal, right?\", \"comment\": \"The agent correctly identified that the customer had registered on the digital platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent failed to revalidate the specific product, dimensions, quantity, or location from the customer's cart, only asking generally if the requirement was live.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"what is your nature of business?... what is your monthly consumption?... what all brands do you procure for TMT?\", \"comment\": \"The agent successfully discovered the customer's business type, monthly tonnage, and current brands, but did not ask about their JSW procurement share or current payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"evidence\": \"I'll just mail you right away after this call.\", \"comment\": \"As the customer only wanted pricing, the agent correctly committed to a timeline for sending the quote.\"}, {\"step_id\": \"CL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent delivered a nearly one-minute monologue explaining the entire JSW One business model, which is unnecessary for a customer who has already registered and added items to their cart.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"When a customer has already added an item to their cart, revalidate those specific details (product, size, quantity) immediately instead of starting with a general discovery and a long pitch about the business model.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I just want to know the pricing and all.\", \"response\": \"No problem, no problem. I'll just mail you right away after this call.\"}], \"call_summary\": \"The customer, a construction/fabrication business owner, registered on the JSW portal and added HR sheets to their cart. The agent called to follow up, conducted some discovery about their business (15-20 MT/month TMT, currently buying SAIL/Tata), and pitched the JSW One model. The customer requested pricing information, and the agent agreed to email a quote immediately, ending the call without a price discussion or order.\"}", "error": null, "latency_ms": 38512, "input_tokens": 4633, "output_tokens": 818, "created_at": "2026-09-25 11:27:41", "sentiment": "positive", "sentiment_score": 0.277, "sentiment_confidence": "high", "pos": 18, "neg": 6, "lex_hits": 36, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.818, "agent_talk_sec": 186.9, "customer_talk_sec": 41.6, "dead_air_sec": 99.5, "longest_monologue_sec": 51.5, "agent_wpm": 249.1, "interruptions": 0, "agent_turns": 30, "customer_turns": 26, "discovery_qs": 25, "words_agent": 776, "words_customer": 141, "monologue_heavy": 1, "turns": [ { "ucid": "21112178875740411", "idx": 0, "speaker": "agent", "start_s": 1.38, "end_s": 4.18, "text_en": "Hello, uh am I speaking with Nishit ji?", "text_native": "हेलो, अह निशित जी बात कर रहे हैं?" }, { "ucid": "21112178875740411", "idx": 1, "speaker": "customer", "start_s": 4.4, "end_s": 4.8, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178875740411", "idx": 2, "speaker": "agent", "start_s": 5.0, "end_s": 9.5, "text_en": "Nishit ji, hi, good morning. I am Ankit Mistry calling from JSW Steel, Mumbai head office.", "text_native": "निशित जी, हाय, गुड मॉर्निंग। मैं अंकित मिस्त्री बात कर रहा हूं JSW Steel से, मुंबई हेड ऑफिस।" }, { "ucid": "21112178875740411", "idx": 3, "speaker": "customer", "start_s": 9.7, "end_s": 10.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178875740411", "idx": 4, "speaker": "agent", "start_s": 10.3, "end_s": 18.48, "text_en": "Uh Nishit ji, I believe you recently registered this firm of yours, which is Working Bricks and Engineers Engineering and Construction LLP, on our JSW digital portal, right?", "text_native": "अह निशित जी, I believe recently आपने हमारे JSW के डिजिटल पोर्टल पे आपका ये जो फर्म है which is Working Bricks and Engineers Engineering and Construction LLP, uh ये अकाउंट आपने रजिस्ट्रेशन कराया हुआ किया है, right?" }, { "ucid": "21112178875740411", "idx": 5, "speaker": "customer", "start_s": 18.56, "end_s": 19.5, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178875740411", "idx": 6, "speaker": "agent", "start_s": 19.7, "end_s": 24.5, "text_en": "Great. So first, let me ask, sir, what is your nature of business? I mean are you into manufacturing or fabrication works or into trading, what is it like?", "text_native": "Great. तो पहले मैं पूछ लेता हूं सर आपका नेचर ऑफ अ बिज़नेस क्या है? I mean are you into manufacturing or fabrication works or into trading, कैसा है?" }, { "ucid": "21112178875740411", "idx": 7, "speaker": "customer", "start_s": 24.7, "end_s": 26.4, "text_en": "Construction business, fabrication.", "text_native": "Construction business, fabrication." }, { "ucid": "21112178875740411", "idx": 8, "speaker": "agent", "start_s": 26.5, "end_s": 31.5, "text_en": "Okay, into construction and fabrication works. Okay. So what all products you procure for your business? I mean is it like TMT bars or you know MS sheets and coils, how is it?", "text_native": "अच्छा, into construction and fabrication works. Okay. So what all products you procure for your business? I mean is it like TMT bars or you know MS sheets and coils, how is it?" }, { "ucid": "21112178875740411", "idx": 9, "speaker": "customer", "start_s": 31.7, "end_s": 32.4, "text_en": "For what?", "text_native": "For what?" }, { "ucid": "21112178875740411", "idx": 10, "speaker": "agent", "start_s": 32.8, "end_s": 39.0, "text_en": "Uh as a business, what all products do you procure? I mean is it like a TMT bars or you know the mild steel", "text_native": "Uh as a business, what all products do you procure? I mean is it like a TMT bars or you know the mild steel" }, { "ucid": "21112178875740411", "idx": 11, "speaker": "customer", "start_s": 39.0, "end_s": 42.0, "text_en": "Everything, everything. TMT, sheets, and again cement.", "text_native": "Everything, everything. TMT, sheets, and again cement." }, { "ucid": "21112178875740411", "idx": 12, "speaker": "agent", "start_s": 42.1, "end_s": 45.0, "text_en": "Okay, okay. Uh so in terms of TMT bars, what is your monthly consumption?", "text_native": "अच्छा, okay. Uh so in terms of TMT bars, what is your monthly consumption?" }, { "ucid": "21112178875740411", "idx": 13, "speaker": "customer", "start_s": 45.5, "end_s": 47.0, "text_en": "In terms of TMT", "text_native": "In terms of TMT" }, { "ucid": "21112178875740411", "idx": 14, "speaker": "agent", "start_s": 47.0, "end_s": 47.5, "text_en": "On an average.", "text_native": "On an average." }, { "ucid": "21112178875740411", "idx": 15, "speaker": "customer", "start_s": 47.8, "end_s": 49.0, "text_en": "For an year year or what?", "text_native": "For an year year or what?" }, { "ucid": "21112178875740411", "idx": 16, "speaker": "agent", "start_s": 49.2, "end_s": 49.8, "text_en": "Per month.", "text_native": "Per month." }, { "ucid": "21112178875740411", "idx": 17, "speaker": "customer", "start_s": 50.0, "end_s": 54.0, "text_en": "Per month is nearly I'll go with uh fifteen to twenty tons.", "text_native": "Per month is nearly I'll go with uh fifteen to twenty tons." }, { "ucid": "21112178875740411", "idx": 18, "speaker": "agent", "start_s": 54.1, "end_s": 58.0, "text_en": "Okay, okay. And what all brands do you procure for TMT? Like is it the primary steel or the rolling steel, how is it?", "text_native": "अच्छा, okay. And what all brands do you procure for TMT? Like is it the primary steel or the rolling steel, how is it?" }, { "ucid": "21112178875740411", "idx": 19, "speaker": "customer", "start_s": 58.0, "end_s": 59.8, "text_en": "No, I was uh purchasing SAIL.", "text_native": "No, I was uh purchasing SAIL." }, { "ucid": "21112178875740411", "idx": 20, "speaker": "agent", "start_s": 59.8, "end_s": 101.8, "text_en": "Okay, you were purchasing SAIL. Okay, okay, got it.", "text_native": "अच्छा, you were purchasing SAIL. Okay, okay, got it." }, { "ucid": "21112178875740411", "idx": 21, "speaker": "customer", "start_s": 101.8, "end_s": 103.5, "text_en": "After that when I should put SAIL.", "text_native": "After that when I should put SAIL." }, { "ucid": "21112178875740411", "idx": 22, "speaker": "agent", "start_s": 103.8, "end_s": 104.5, "text_en": "Mhm, mhm.", "text_native": "Mhm, mhm." }, { "ucid": "21112178875740411", "idx": 23, "speaker": "customer", "start_s": 104.5, "end_s": 105.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178875740411", "idx": 24, "speaker": "agent", "start_s": 105.2, "end_s": 108.0, "text_en": "And uh what about the sheets and coils? In that terms what is the monthly consumption?", "text_native": "And uh what about the sheets and coils? In that terms what is the monthly consumption?" }, { "ucid": "21112178875740411", "idx": 25, "speaker": "customer", "start_s": 108.2, "end_s": 110.5, "text_en": "NPB, NPB I'll go with uh SAIL.", "text_native": "NPB, NPB I'll go with uh SAIL." }, { "ucid": "21112178875740411", "idx": 26, "speaker": "agent", "start_s": 110.5, "end_s": 113.0, "text_en": "Okay, again you're purchasing SAIL only. Okay, okay, got it.", "text_native": "अच्छा, again you're purchasing SAIL only. Okay, okay, got it." }, { "ucid": "21112178875740411", "idx": 27, "speaker": "customer", "start_s": 113.2, "end_s": 115.5, "text_en": "Plates I'll go with uh Tata.", "text_native": "Plates I'll go with uh Tata." }, { "ucid": "21112178875740411", "idx": 28, "speaker": "agent", "start_s": 115.5, "end_s": 119.5, "text_en": "Okay, for plates you go with Tata. Okay, understood. Mhm, mhm, understood. Okay, alright, got it.", "text_native": "अच्छा, for plates you go with Tata. Okay, understood. Mhm, mhm, understood. Okay, ठीक है, got it." }, { "ucid": "21112178875740411", "idx": 29, "speaker": "agent", "start_s": 119.5, "end_s": 123.0, "text_en": "So I believe you might be directly procuring from the SAIL plant or through the distributors of SAIL?", "text_native": "So I believe you might be directly procuring from the SAIL plant or through the distributors of SAIL?" }, { "ucid": "21112178875740411", "idx": 30, "speaker": "customer", "start_s": 123.2, "end_s": 124.5, "text_en": "No, directly from SAIL plant.", "text_native": "No, directly from SAIL plant." }, { "ucid": "21112178875740411", "idx": 31, "speaker": "agent", "start_s": 124.5, "end_s": 126.5, "text_en": "Okay, directly from SAIL plant. Okay, alright, got it, alright.", "text_native": "अच्छा, directly from SAIL plant. Okay, ठीक है, got it, ठीक है." }, { "ucid": "21112178875740411", "idx": 32, "speaker": "agent", "start_s": 126.5, "end_s": 150.0, "text_en": "So Nishit ji, I'll just brief about myself. So basically JSW group has started its own new business in the name of JSW One, okay? So basically this is a digital setup of JSW wherein you will be getting all the uh prime steel of JSW directly from our JSW steel plant and our authorized channel partners in terms of you know a retail quantity, okay? Uh so over here the first and foremost benefit is that out of this season you will be getting genuine and primary steel of JSW. Uh secondly because you are dealing directly with the company itself, right? So there would be no third party involved in between. So you will be getting genuine and primary steel uh of JSW from our our end, okay?", "text_native": "So Nishit ji, I'll just brief about myself. So basically JSW group has started its own new business in the name of JSW One, okay? So basically this is a digital setup of JSW wherein you will be getting all the uh prime steel of JSW directly from our JSW steel plant and our authorized channel partners in terms of you know a retail quantity, okay? Uh so over here the first and foremost benefit is that out of this season you will be getting genuine and primary steel of JSW. Uh secondly because you are dealing directly with the company itself, right? So there would be no third party involved in between. So you will be getting genuine and primary steel uh of JSW from our our end, okay?" }, { "ucid": "21112178875740411", "idx": 33, "speaker": "agent", "start_s": 150.0, "end_s": 160.0, "text_en": "Uh having said this, we as a JSW group, our major production is into TMT bars and uh the uh you know MS sheets and plates and coils, okay? So we can supply with this uh from our end wherein there are just two conditions. The first condition is that the minimum order quantity per thickness per size is of five tons.", "text_native": "Uh having said this, we as a JSW group, our major production is into TMT bars and uh the uh you know MS sheets and plates and coils, okay? So we can supply with this uh from our end wherein there are just two conditions. The first condition is that the minimum order quantity per thickness per size is of five tons." }, { "ucid": "21112178875740411", "idx": 34, "speaker": "agent", "start_s": 160.0, "end_s": 176.0, "text_en": "And the payment terms for the first two orders would be 100% advance. Thereafter from the third order onwards, depending on the consistency of your order, we would be giving you the credit facilities in the form of bank guarantee, uh then we have the option of LC available, uh in terms of third parties we have the Tata Capital as a tie-up. So we can give you all this from the third order on onwards.", "text_native": "And the payment terms for the first two orders would be 100% advance. Thereafter from the third order onwards, depending on the consistency of your order, we would be giving you the credit facilities in the form of bank guarantee, uh then we have the option of LC available, uh in terms of third parties we have the Tata Capital as a tie-up. So we can give you all this from the third order on onwards." }, { "ucid": "21112178875740411", "idx": 35, "speaker": "customer", "start_s": 176.0, "end_s": 176.5, "text_en": "Fine, fine.", "text_native": "Fine, fine." }, { "ucid": "21112178875740411", "idx": 36, "speaker": "agent", "start_s": 176.5, "end_s": 179.5, "text_en": "Okay? Uh just the first, that's it. The first two orders would be 100% advance. So are you okay with these two conditions as of now?", "text_native": "Okay? Uh just the first, that's it. The first two orders would be 100% advance. So are you okay with these two conditions as of now?" }, { "ucid": "21112178875740411", "idx": 37, "speaker": "customer", "start_s": 179.5, "end_s": 180.5, "text_en": "Yeah, fine, fine. I'm okay.", "text_native": "Yeah, fine, fine. I'm okay." }, { "ucid": "21112178875740411", "idx": 38, "speaker": "agent", "start_s": 180.5, "end_s": 188.0, "text_en": "Great. So I'll just do one thing. Uh I'll just you know quickly drop a mail to you onto your email ID which is registered with us by the name of workingbricksengineers@gmail.com, okay?", "text_native": "Great. So I'll just do one thing. Uh I'll just you know quickly drop a mail to you onto your email ID which is registered with us by the name of workingbricksengineers@gmail.com, okay?" }, { "ucid": "21112178875740411", "idx": 39, "speaker": "customer", "start_s": 188.0, "end_s": 188.5, "text_en": "Right.", "text_native": "Right." }, { "ucid": "21112178875740411", "idx": 40, "speaker": "agent", "start_s": 188.5, "end_s": 195.0, "text_en": "Uh so as and when you have the requirement, you please let us know all the dimensions and quantity along with the full delivery address and pin code. So accordingly, uh you know, based on your delivery location, we would supply you the FOR rates from our end.", "text_native": "Uh so as and when you have the requirement, you please let us know all the dimensions and quantity along with the full delivery address and pin code. So accordingly, uh you know, based on your delivery location, we would supply you the FOR rates from our end." }, { "ucid": "21112178875740411", "idx": 41, "speaker": "customer", "start_s": 195.0, "end_s": 196.0, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178875740411", "idx": 42, "speaker": "agent", "start_s": 196.0, "end_s": 201.5, "text_en": "Okay? And I believe we have recently, you know, added some products onto our cart as well, uh which is HR sheet, right?", "text_native": "Okay? And I believe we have recently, you know, added some products onto our cart as well, uh which is HR sheet, right?" }, { "ucid": "21112178875740411", "idx": 43, "speaker": "customer", "start_s": 201.5, "end_s": 202.5, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178875740411", "idx": 44, "speaker": "agent", "start_s": 202.5, "end_s": 206.0, "text_en": "Yes. So currently like is this a live requirement or you wanted to just know the pricing and how is it?", "text_native": "Yes. So currently like is this a live requirement or you wanted to just know the pricing and how is it?" }, { "ucid": "21112178875740411", "idx": 45, "speaker": "customer", "start_s": 206.0, "end_s": 210.0, "text_en": "I just want to know the pricing and all. Uh now I'll give the exact quantities and all.", "text_native": "I just want to know the pricing and all. Uh now I'll give the exact quantities and all." }, { "ucid": "21112178875740411", "idx": 46, "speaker": "agent", "start_s": 210.0, "end_s": 218.5, "text_en": "No problem, no problem. I'll just mail you right away after this call. So how many days is it? Our generally time is like three to five days wherein we uh majorly, you know, 99% we supply it within two days. Just you know we keep two to two days as a buffer in case of you know material breakdown or you know due to some other the other reasons.", "text_native": "No problem, no problem. I'll just mail you right away after this call. So how many days is it? Our generally time is like three to five days wherein we uh majorly, you know, 99% we supply it within two days. Just you know we keep two to two days as a buffer in case of you know material breakdown or you know due to some other the other reasons." }, { "ucid": "21112178875740411", "idx": 47, "speaker": "customer", "start_s": 218.5, "end_s": 219.0, "text_en": "No, how many days?", "text_native": "No, how many days?" }, { "ucid": "21112178875740411", "idx": 48, "speaker": "agent", "start_s": 219.0, "end_s": 221.5, "text_en": "Otherwise we deliver it within two days.", "text_native": "Otherwise we deliver it within two days." }, { "ucid": "21112178875740411", "idx": 49, "speaker": "customer", "start_s": 221.5, "end_s": 224.5, "text_en": "Okay, once I made the payment, I'll get back within two to three days, right?", "text_native": "Okay, once I made the payment, I'll get back within two to three days, right?" }, { "ucid": "21112178875740411", "idx": 50, "speaker": "agent", "start_s": 224.5, "end_s": 226.0, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178875740411", "idx": 51, "speaker": "customer", "start_s": 226.0, "end_s": 231.0, "text_en": "Okay, okay, fine. Uh just uh you mail all the things, right? Once I got", "text_native": "Okay, okay, fine. Uh just uh you mail all the things, right? Once I got" }, { "ucid": "21112178875740411", "idx": 52, "speaker": "agent", "start_s": 231.0, "end_s": 232.0, "text_en": "I'll mail you right away after this call.", "text_native": "I'll mail you right away after this call." }, { "ucid": "21112178875740411", "idx": 53, "speaker": "customer", "start_s": 232.0, "end_s": 232.5, "text_en": "Yes, yes, right.", "text_native": "Yes, yes, right." }, { "ucid": "21112178875740411", "idx": 54, "speaker": "agent", "start_s": 232.5, "end_s": 233.5, "text_en": "Great, yeah. Thank you.", "text_native": "Great, yeah. Thank you." }, { "ucid": "21112178875740411", "idx": 55, "speaker": "customer", "start_s": 233.5, "end_s": 234.5, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178875740411", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh Nishit ji, I believe you recently registered this firm of yours... on our JSW digital portal, right?", "comment": "The agent correctly identified that the customer had registered on the digital platform." }, { "ucid": "21112178875740411", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent failed to revalidate the specific product, dimensions, quantity, or location from the customer's cart, only asking generally if the requirement was live." }, { "ucid": "21112178875740411", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "what is your nature of business?... what is your monthly consumption?... what all brands do you procure for TMT?", "comment": "The agent successfully discovered the customer's business type, monthly tonnage, and current brands, but did not ask about their JSW procurement share or current payment terms." }, { "ucid": "21112178875740411", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I'll just mail you right away after this call.", "comment": "As the customer only wanted pricing, the agent correctly committed to a timeline for sending the quote." }, { "ucid": "21112178875740411", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent delivered a nearly one-minute monologue explaining the entire JSW One business model, which is unnecessary for a customer who has already registered and added items to their cart." } ], "objections": [ { "ucid": "21112178875740411", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "I just want to know the pricing and all.", "response": "No problem, no problem. I'll just mail you right away after this call." } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL5 No unnecessary re-pitching" ], "objection_phrases_list": [] }