{ "ucid": "21112178877722321", "call_date": "2026-09-07", "start_time": "2026-09-07 16:03:43", "end_time": "2026-09-07 16:07:08", "duration_sec": 205, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA23c89a8fc9566376f71851dc4cd7866f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 702, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178877722321__DIA23c89a8fc9566376f71851dc4cd7866f.mp3", "audio_bytes": 568080, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 189.36, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Yes, hello sir, this is Abhinav Gautam speaking from JSW One. (हां नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।)\n[6s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[7s] AGENT: Sir, do you have any requirement for HR? I had received your account. (सर कोई requirement है क्या HR में आपको? आपका account आया हुआ था मेरे पास।)\n[10s] CUSTOMER: We have a regular requirement. Is yours in Chakan Loha Mandi? (हम लोग को regular तो लगता रहता है। ये आपका किधर Chakan Loha Mandi में है क्या?)\n[13s] AGENT: We are in both Chakan and Chaloja. We have spoken before, by the way. (Chakan में Chaloja में दोनों जगह है हमारा। बात हुई थी हमारी पहले वैसे तो।)\n[16s] CUSTOMER: Yes, but the issue there is about payment days, right? You require advance payment, but ours is seven to eight days. (हां, but वही अभी वहां payment days का वही है ना आपको advance का करना रहता है ना, हमारा seven eight days का है।)\n[20s] AGENT: How many days is yours? (कितना days का है आपका?)\n[21s] CUSTOMER: Our payment is released in seven to ten working days. It's immediate only, but our payment is released in seven to ten days. (Seven to ten working days में हमारा payment निकल जाता है। Immediate ही रहता है, but सात से दस दिन में निकलता है payment हमारा।)\n[25s] AGENT: So sir, you will have to do just one transaction in advance. (तो सर एक ही transaction आपको advance करनी होगी।)\n[28s] CUSTOMER: What is the current rate for three to ten mm? (अभी क्या चल रहा है तीन से लेके दस mm का rate?)\n[30s] AGENT: Three to ten mm, I'm telling you, sir, one minute. (तीन से दस mm, बता रहा हूं सर एक मिनट।)\n[33s] AGENT: What is the maximum size you require? (क्या size maximum लगता है आपको?)\n[34s] CUSTOMER: 1250, 2500, 1500, 3 meter and 6300. (साढ़े बारह सौ, पच्चीस सौ, पंद्रह सौ, तीन meter और छे तीन सौ।)\n[37s] AGENT: What, I'm telling you. See, for Mumbai, our rate is 62 for sheet. (क्या, बता रहा हूं। देखो Mumbai का है हमारा 62 का rate है sheet का।)\n[40s] CUSTOMER: Okay, and will the transport be yours? (Okay, और transport आपका ही रहेगा?)\n[42s] AGENT: Yes, no, transport is not ours. It's X-works. We don't know where your delivery is supposed to be. (हां, नहीं, transport हमारा नहीं है। X है। हमारा हमें पता नहीं ना कहां delivery होनी है आपकी।)\n[45s] CUSTOMER: Okay. So where will your material be? In Chakan or Bombay? (अच्छा। तो ये आपका material किधर रहेगा? Chakan में रहेगा या Bombay?)\n[48s] AGENT: It's in both places, both places. (दोनों जगह है, दोनों जगह।)\n[50s] CUSTOMER: From both places? Otherwise, I mean, if they have it, where will my material come from? I will have to check accordingly. (दोनों जगह से? नहीं तो मेरेको मतलब अगर उनको रहेगा तो मेरा material किधर से आएगा याने फिर मेरेको उस हिसाब से एक बार check करना पड़ेगा ना।)\n[53s] AGENT: You will tell me the size, right? If you say you need this size, I will check accordingly where it is. I mean, we have material in both places. (Size आप बताओगे ना size ये चाहिए तो मैं उस हिसाब से check करूंगा कि कहां है। मतलब दोनों जगह material होता है हमारा।)\n[57s] CUSTOMER: What is your name? (आपका नाम क्या है आपका?)\n[58s] AGENT: Abhinav Gautam. (अभिनव गौतम।)\n[59s] CUSTOMER: Last time, with whom... I had spoken to someone else from your executives, right? I had spoken to someone else. (Last time किससे, मैं, और किससे बात हुआ था ना आपके executive से? किसी और से बात हुआ था मेरा।)\n[62s] AGENT: It must have been with Aashu Gautam. (आशु गौतम से हुआ होगा।)\n[64s] CUSTOMER: No, I don't remember the name, but I have to check, but I hadn't spoken to you. (नहीं, नाम याद नहीं है but I have to check but वो आपसे तो बात नहीं हुआ था मेरा।)\n[66s] AGENT: No, because I this (नहीं, क्योंकि मैं ये)\n[67s] CUSTOMER: You are speaking from 1Elix, right? (आप ये 1Elix से बात कर रहे हैं ना?)\n[68s] AGENT: Yes, yes, I am speaking from 1Elix only. In JSW One, I look after the sales for Pune and Chaloja here. (हां हां, 1Elix से ही बात कर रहा हूं मैं। JSW One में मैं Pune और Chaloja का sales देखता हूं यहां पे।)\n[72s] CUSTOMER: Can you just send a 'hi' on WhatsApp on this number? (आप एक बार मेरेको आप एक बार WhatsApp पे hi कर देंगे क्या ये number पे?)\n[74s] AGENT: I have sent you a message. You can check. (डाल दिया मैंने आपको message. देख लो आप।)\n[76s] CUSTOMER: Yes? (हां?)\n[76s] AGENT: Yes, I have sent the message. (हां, किया है मैंने message.)\n[81s] CUSTOMER: Okay, it's fine. I'll see. Someone has messaged me before this as well. (ठीक है, चलेगा। मैं देखता हूं। इसके पहले भी किसी ने मेरेको किया है।)\n[84s] AGENT: No, I did it for now. To ask if there is any requirement right now. (नहीं, मैं तो अभी के लिए किया। अभी कोई requirement हो तो उसका पूछने के लिए।)\n[87s] CUSTOMER: No, not at the moment. If there is, I will contact you. (नहीं, अभी फिलहाल नहीं। अगर रहेगा तो मैं आपको contact करता हूं।)\n[89s] AGENT: Alright sir, okay. (ठीक है सर, okay.)\n[90s] CUSTOMER: Yes, I had spoken to this person. From your JSW, there is someone at your place, right? (ये ही मेरा इससे बात हुआ था। आपके JSW के अभी कोई है ना आपके यहां पे?)\n[92s] AGENT: Sajal by name? He is my junior, he is under me. Tell me. Sajal Bhaskar, right? (सजल नाम? मेरा junior ही है, मेरे under ही है। बताओ। सजल भास्कर ना?)\n[94s] CUSTOMER: Yes, yes, I had spoken to him. (हां हां, उनसे बात हुआ था मेरा।)\n[96s] AGENT: Hmm hmm. (हम्म हम्म।)\n[97s] CUSTOMER: So you (तो आप)\n[97s] AGENT: Alright, you can check. Yes, he is under me. He looks after the North region. (ठीक है, आप देख लो। हां, मेरे under ही है। वो North region देखते हैं।)\n[102s] CUSTOMER: Okay, okay, it's fine. If there is anything, I will contact you then. (ठीक है, ठीक है, चलेगा। मैं कुछ रहेगा तो मैं contact करता हूं आपको फिर।)\n[105s] AGENT: Alright, okay. (ठीक है, okay.)\n[108s] UNKNOWN: Your call has been put on hold. Please stay on the line or call after some time. Account information, bill payment or recharge and for you (आपला कॉल होल्डवर ठेवण्यात आला आहे. कृपया लाइनवरच रहा अथवा थोड्या वेळाने कॉल करा. खात्याची माहिती, बिल पेमेंट किंवा रिचार्ज आणि आपल्यासाठी)", "language": "Hindi", "languages": "[\"Hindi\", \"English\", \"Marathi\"]", "turn_count": 48, "connected": 1, "audio_notes": "clear: The customer's side has some minor background noise, but it does not affect transcription. An IVR message in Marathi plays at the end of the recording.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "48 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You skipped the opener, hook, and discovery, which allowed the customer to take control of the conversation with their payment objection. Stick to the pitch structure to guide the call and uncover needs before discussing price or terms.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer with a regular HR steel requirement. The customer immediately brought up a need for 7-10 day credit terms, which was a past sticking point. The agent proposed one advance transaction to begin the relationship. The customer then asked for the agent's contact details but stated they had no immediate requirement and would call back if needed, ending the call without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak or use the customer's name, jumping directly to the requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"How many days is yours?\", \"comment\": \"Agent only asked about payment terms after the customer raised the topic; no other discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only provided a price when directly asked.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for HR?\", \"comment\": \"Agent successfully asked if a current requirement existed at the start of the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended passively with the customer saying they would call back; no next step was set by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opener, hook, and discovery, which allowed the customer to take control of the conversation with their payment objection. Stick to the pitch structure to guide the call and uncover needs before discussing price or terms.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"Yes, but the issue there is about payment days, right? You require advance payment, but ours is seven to eight days.\", \"response\": \"So sir, you will have to do just one transaction in advance.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If there is anything, I will contact you then.\", \"response\": \"Alright, okay.\"}], \"call_summary\": \"The agent contacted a customer with a regular HR steel requirement. The customer immediately brought up a need for 7-10 day credit terms, which was a past sticking point. The agent proposed one advance transaction to begin the relationship. The customer then asked for the agent's contact details but stated they had no immediate requirement and would call back if needed, ending the call without a firm next step.\"}", "error": null, "latency_ms": 37773, "input_tokens": 4470, "output_tokens": 863, "created_at": "2026-09-25 11:24:10", "sentiment": "neutral", "sentiment_score": 0.065, "sentiment_confidence": "high", "pos": 8, "neg": 6, "lex_hits": 21, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.493, "agent_talk_sec": 42.8, "customer_talk_sec": 44.1, "dead_air_sec": 118.1, "longest_monologue_sec": 3.8, "agent_wpm": 339.3, "interruptions": 0, "agent_turns": 24, "customer_turns": 23, "discovery_qs": 6, "words_agent": 242, "words_customer": 240, "monologue_heavy": 0, "turns": [ { "ucid": "21112178877722321", "idx": 0, "speaker": "agent", "start_s": 0.48, "end_s": 0.88, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877722321", "idx": 1, "speaker": "customer", "start_s": 1.5, "end_s": 1.97, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877722321", "idx": 2, "speaker": "customer", "start_s": 2.33, "end_s": 2.7, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877722321", "idx": 3, "speaker": "agent", "start_s": 2.97, "end_s": 5.6, "text_en": "Yes, hello sir, this is Abhinav Gautam speaking from JSW One.", "text_native": "हां नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।" }, { "ucid": "21112178877722321", "idx": 4, "speaker": "customer", "start_s": 6.2, "end_s": 6.63, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178877722321", "idx": 5, "speaker": "agent", "start_s": 7.0, "end_s": 9.6, "text_en": "Sir, do you have any requirement for HR? I had received your account.", "text_native": "सर कोई requirement है क्या HR में आपको? आपका account आया हुआ था मेरे पास।" }, { "ucid": "21112178877722321", "idx": 6, "speaker": "customer", "start_s": 10.08, "end_s": 12.6, "text_en": "We have a regular requirement. Is yours in Chakan Loha Mandi?", "text_native": "हम लोग को regular तो लगता रहता है। ये आपका किधर Chakan Loha Mandi में है क्या?" }, { "ucid": "21112178877722321", "idx": 7, "speaker": "agent", "start_s": 12.6, "end_s": 15.4, "text_en": "We are in both Chakan and Chaloja. We have spoken before, by the way.", "text_native": "Chakan में Chaloja में दोनों जगह है हमारा। बात हुई थी हमारी पहले वैसे तो।" }, { "ucid": "21112178877722321", "idx": 8, "speaker": "customer", "start_s": 15.9, "end_s": 20.0, "text_en": "Yes, but the issue there is about payment days, right? You require advance payment, but ours is seven to eight days.", "text_native": "हां, but वही अभी वहां payment days का वही है ना आपको advance का करना रहता है ना, हमारा seven eight days का है।" }, { "ucid": "21112178877722321", "idx": 9, "speaker": "agent", "start_s": 20.0, "end_s": 20.7, "text_en": "How many days is yours?", "text_native": "कितना days का है आपका?" }, { "ucid": "21112178877722321", "idx": 10, "speaker": "customer", "start_s": 20.8, "end_s": 25.0, "text_en": "Our payment is released in seven to ten working days. It's immediate only, but our payment is released in seven to ten days.", "text_native": "Seven to ten working days में हमारा payment निकल जाता है। Immediate ही रहता है, but सात से दस दिन में निकलता है payment हमारा।" }, { "ucid": "21112178877722321", "idx": 11, "speaker": "agent", "start_s": 25.3, "end_s": 27.2, "text_en": "So sir, you will have to do just one transaction in advance.", "text_native": "तो सर एक ही transaction आपको advance करनी होगी।" }, { "ucid": "21112178877722321", "idx": 12, "speaker": "customer", "start_s": 28.1, "end_s": 29.8, "text_en": "What is the current rate for three to ten mm?", "text_native": "अभी क्या चल रहा है तीन से लेके दस mm का rate?" }, { "ucid": "21112178877722321", "idx": 13, "speaker": "agent", "start_s": 30.0, "end_s": 32.2, "text_en": "Three to ten mm, I'm telling you, sir, one minute.", "text_native": "तीन से दस mm, बता रहा हूं सर एक मिनट।" }, { "ucid": "21112178877722321", "idx": 14, "speaker": "agent", "start_s": 32.7, "end_s": 33.9, "text_en": "What is the maximum size you require?", "text_native": "क्या size maximum लगता है आपको?" }, { "ucid": "21112178877722321", "idx": 15, "speaker": "customer", "start_s": 34.0, "end_s": 36.8, "text_en": "1250, 2500, 1500, 3 meter and 6300.", "text_native": "साढ़े बारह सौ, पच्चीस सौ, पंद्रह सौ, तीन meter और छे तीन सौ।" }, { "ucid": "21112178877722321", "idx": 16, "speaker": "agent", "start_s": 37.2, "end_s": 40.0, "text_en": "What, I'm telling you. See, for Mumbai, our rate is 62 for sheet.", "text_native": "क्या, बता रहा हूं। देखो Mumbai का है हमारा 62 का rate है sheet का।" }, { "ucid": "21112178877722321", "idx": 17, "speaker": "customer", "start_s": 40.5, "end_s": 41.6, "text_en": "Okay, and will the transport be yours?", "text_native": "Okay, और transport आपका ही रहेगा?" }, { "ucid": "21112178877722321", "idx": 18, "speaker": "agent", "start_s": 41.9, "end_s": 45.0, "text_en": "Yes, no, transport is not ours. It's X-works. We don't know where your delivery is supposed to be.", "text_native": "हां, नहीं, transport हमारा नहीं है। X है। हमारा हमें पता नहीं ना कहां delivery होनी है आपकी।" }, { "ucid": "21112178877722321", "idx": 19, "speaker": "customer", "start_s": 45.4, "end_s": 47.8, "text_en": "Okay. So where will your material be? In Chakan or Bombay?", "text_native": "अच्छा। तो ये आपका material किधर रहेगा? Chakan में रहेगा या Bombay?" }, { "ucid": "21112178877722321", "idx": 20, "speaker": "agent", "start_s": 48.0, "end_s": 49.2, "text_en": "It's in both places, both places.", "text_native": "दोनों जगह है, दोनों जगह।" }, { "ucid": "21112178877722321", "idx": 21, "speaker": "customer", "start_s": 49.6, "end_s": 53.2, "text_en": "From both places? Otherwise, I mean, if they have it, where will my material come from? I will have to check accordingly.", "text_native": "दोनों जगह से? नहीं तो मेरेको मतलब अगर उनको रहेगा तो मेरा material किधर से आएगा याने फिर मेरेको उस हिसाब से एक बार check करना पड़ेगा ना।" }, { "ucid": "21112178877722321", "idx": 22, "speaker": "agent", "start_s": 53.2, "end_s": 56.8, "text_en": "You will tell me the size, right? If you say you need this size, I will check accordingly where it is. I mean, we have material in both places.", "text_native": "Size आप बताओगे ना size ये चाहिए तो मैं उस हिसाब से check करूंगा कि कहां है। मतलब दोनों जगह material होता है हमारा।" }, { "ucid": "21112178877722321", "idx": 23, "speaker": "customer", "start_s": 56.8, "end_s": 57.6, "text_en": "What is your name?", "text_native": "आपका नाम क्या है आपका?" }, { "ucid": "21112178877722321", "idx": 24, "speaker": "agent", "start_s": 57.9, "end_s": 58.6, "text_en": "Abhinav Gautam.", "text_native": "अभिनव गौतम।" }, { "ucid": "21112178877722321", "idx": 25, "speaker": "customer", "start_s": 59.4, "end_s": 62.2, "text_en": "Last time, with whom... I had spoken to someone else from your executives, right? I had spoken to someone else.", "text_native": "Last time किससे, मैं, और किससे बात हुआ था ना आपके executive से? किसी और से बात हुआ था मेरा।" }, { "ucid": "21112178877722321", "idx": 26, "speaker": "agent", "start_s": 62.2, "end_s": 63.2, "text_en": "It must have been with Aashu Gautam.", "text_native": "आशु गौतम से हुआ होगा।" }, { "ucid": "21112178877722321", "idx": 27, "speaker": "customer", "start_s": 63.8, "end_s": 66.2, "text_en": "No, I don't remember the name, but I have to check, but I hadn't spoken to you.", "text_native": "नहीं, नाम याद नहीं है but I have to check but वो आपसे तो बात नहीं हुआ था मेरा।" }, { "ucid": "21112178877722321", "idx": 28, "speaker": "agent", "start_s": 66.4, "end_s": 67.0, "text_en": "No, because I this", "text_native": "नहीं, क्योंकि मैं ये" }, { "ucid": "21112178877722321", "idx": 29, "speaker": "customer", "start_s": 67.0, "end_s": 68.2, "text_en": "You are speaking from 1Elix, right?", "text_native": "आप ये 1Elix से बात कर रहे हैं ना?" }, { "ucid": "21112178877722321", "idx": 30, "speaker": "agent", "start_s": 68.4, "end_s": 71.6, "text_en": "Yes, yes, I am speaking from 1Elix only. In JSW One, I look after the sales for Pune and Chaloja here.", "text_native": "हां हां, 1Elix से ही बात कर रहा हूं मैं। JSW One में मैं Pune और Chaloja का sales देखता हूं यहां पे।" }, { "ucid": "21112178877722321", "idx": 31, "speaker": "customer", "start_s": 71.9, "end_s": 74.0, "text_en": "Can you just send a 'hi' on WhatsApp on this number?", "text_native": "आप एक बार मेरेको आप एक बार WhatsApp पे hi कर देंगे क्या ये number पे?" }, { "ucid": "21112178877722321", "idx": 32, "speaker": "agent", "start_s": 74.2, "end_s": 75.8, "text_en": "I have sent you a message. You can check.", "text_native": "डाल दिया मैंने आपको message. देख लो आप।" }, { "ucid": "21112178877722321", "idx": 33, "speaker": "customer", "start_s": 76.0, "end_s": 76.3, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178877722321", "idx": 34, "speaker": "agent", "start_s": 76.5, "end_s": 77.4, "text_en": "Yes, I have sent the message.", "text_native": "हां, किया है मैंने message." }, { "ucid": "21112178877722321", "idx": 35, "speaker": "customer", "start_s": 81.2, "end_s": 84.2, "text_en": "Okay, it's fine. I'll see. Someone has messaged me before this as well.", "text_native": "ठीक है, चलेगा। मैं देखता हूं। इसके पहले भी किसी ने मेरेको किया है।" }, { "ucid": "21112178877722321", "idx": 36, "speaker": "agent", "start_s": 84.4, "end_s": 86.4, "text_en": "No, I did it for now. To ask if there is any requirement right now.", "text_native": "नहीं, मैं तो अभी के लिए किया। अभी कोई requirement हो तो उसका पूछने के लिए।" }, { "ucid": "21112178877722321", "idx": 37, "speaker": "customer", "start_s": 86.8, "end_s": 88.8, "text_en": "No, not at the moment. If there is, I will contact you.", "text_native": "नहीं, अभी फिलहाल नहीं। अगर रहेगा तो मैं आपको contact करता हूं।" }, { "ucid": "21112178877722321", "idx": 38, "speaker": "agent", "start_s": 88.9, "end_s": 89.6, "text_en": "Alright sir, okay.", "text_native": "ठीक है सर, okay." }, { "ucid": "21112178877722321", "idx": 39, "speaker": "customer", "start_s": 89.8, "end_s": 91.8, "text_en": "Yes, I had spoken to this person. From your JSW, there is someone at your place, right?", "text_native": "ये ही मेरा इससे बात हुआ था। आपके JSW के अभी कोई है ना आपके यहां पे?" }, { "ucid": "21112178877722321", "idx": 40, "speaker": "agent", "start_s": 91.8, "end_s": 94.0, "text_en": "Sajal by name? He is my junior, he is under me. Tell me. Sajal Bhaskar, right?", "text_native": "सजल नाम? मेरा junior ही है, मेरे under ही है। बताओ। सजल भास्कर ना?" }, { "ucid": "21112178877722321", "idx": 41, "speaker": "customer", "start_s": 94.2, "end_s": 95.4, "text_en": "Yes, yes, I had spoken to him.", "text_native": "हां हां, उनसे बात हुआ था मेरा।" }, { "ucid": "21112178877722321", "idx": 42, "speaker": "agent", "start_s": 95.8, "end_s": 96.2, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178877722321", "idx": 43, "speaker": "customer", "start_s": 97.0, "end_s": 97.4, "text_en": "So you", "text_native": "तो आप" }, { "ucid": "21112178877722321", "idx": 44, "speaker": "agent", "start_s": 97.4, "end_s": 101.2, "text_en": "Alright, you can check. Yes, he is under me. He looks after the North region.", "text_native": "ठीक है, आप देख लो। हां, मेरे under ही है। वो North region देखते हैं।" }, { "ucid": "21112178877722321", "idx": 45, "speaker": "customer", "start_s": 101.6, "end_s": 103.8, "text_en": "Okay, okay, it's fine. If there is anything, I will contact you then.", "text_native": "ठीक है, ठीक है, चलेगा। मैं कुछ रहेगा तो मैं contact करता हूं आपको फिर।" }, { "ucid": "21112178877722321", "idx": 46, "speaker": "agent", "start_s": 104.6, "end_s": 105.2, "text_en": "Alright, okay.", "text_native": "ठीक है, okay." }, { "ucid": "21112178877722321", "idx": 47, "speaker": "unknown", "start_s": 108.4, "end_s": 118.0, "text_en": "Your call has been put on hold. Please stay on the line or call after some time. Account information, bill payment or recharge and for you", "text_native": "आपला कॉल होल्डवर ठेवण्यात आला आहे. कृपया लाइनवरच रहा अथवा थोड्या वेळाने कॉल करा. खात्याची माहिती, बिल पेमेंट किंवा रिचार्ज आणि आपल्यासाठी" } ], "steps": [ { "ucid": "21112178877722321", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak or use the customer's name, jumping directly to the requirement." }, { "ucid": "21112178877722321", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not lead with a supply or price hook, instead asking directly for a requirement." }, { "ucid": "21112178877722321", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "How many days is yours?", "comment": "Agent only asked about payment terms after the customer raised the topic; no other discovery questions were asked." }, { "ucid": "21112178877722321", "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 agent only provided a price when directly asked." }, { "ucid": "21112178877722321", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, do you have any requirement for HR?", "comment": "Agent successfully asked if a current requirement existed at the start of the call." }, { "ucid": "21112178877722321", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended passively with the customer saying they would call back; no next step was set by the agent." } ], "objections": [ { "ucid": "21112178877722321", "obj_type": "credit", "state": "handled", "evidence": "Yes, but the issue there is about payment days, right? You require advance payment, but ours is seven to eight days.", "response": "So sir, you will have to do just one transaction in advance." }, { "ucid": "21112178877722321", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "If there is anything, I will contact you then.", "response": "Alright, okay." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }