{ "ucid": "21112178878239481", "call_date": "2026-09-07", "start_time": "2026-09-07 17:29:54", "end_time": "2026-09-07 17:32:48", "duration_sec": 174, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA680b05d704ec4dc1f75602726f24899c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 671, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178878239481__DIA680b05d704ec4dc1f75602726f24899c.mp3", "audio_bytes": 452304, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 150.768, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] CUSTOMER: Yes. (हां जी।)\n[4s] AGENT: Uh yes sir, good evening. This is Kartik speaking from JSW One. (अह हां जी सर, गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes, yes, yes. (हां जी, हां जी, हां जी।)\n[8s] AGENT: Yes sir, is there any plan to pick up some material from the store now? (हां जी सर, अभी स्टोर में कुछ मटेरियल उठाने का है प्लान?)\n[10s] CUSTOMER: What material is it, sir? Is 1.6 available? (क्या मटेरियल है सर जी? 1.6 है?)\n[12s] AGENT: Sir, 1.6... I'll have to check for 1.6, sir. (सर जी, 1.6... 1.6 तो सर जी देखना पड़ेगा।)\n[15s] CUSTOMER: Hmm. (हम्म।)\n[16s] AGENT: Smaller sizes are generally less in stock right now. (छोटे साइज़ेस वैसे कम ही हैं अभी स्टॉक में ना।)\n[18s] CUSTOMER: In the market. (मार्केट में।)\n[18s] AGENT: 2 mm?\n[19s] CUSTOMER: Yes, the one that was less. (हां जो कम था।)\n[19s] AGENT: 2 mm will be available. 1.8 was also there. (2 mm तो मिल जाएगा। 1.8 भी था।)\n[20s] CUSTOMER: What will be the rate? (क्या रेट रहेगा?)\n[22s] CUSTOMER: What will be the rate for 2 mm? (2 mm क्या रेट रहेगा?)\n[22s] AGENT: Hmm, how much is ours? It's 60,700. One rupee more, 61,700. (हम्म, अपना कितना है? 60,700 है। एक रुपये ऊपर 61,700।)\n[25s] CUSTOMER: Yes? (हां जी?)\n[26s] AGENT: 61,700.\n[27s] CUSTOMER: With cutting or is it just ex- ex-yard? (काट के या ex- ex-yard ही है बस?)\n[28s] AGENT: It's just ex-yard, sir. (Ex-yard ही है बस सर।)\n[29s] CUSTOMER: It's 61,700 for 2 mm? (61,700 है 2 mm का?)\n[30s] AGENT: Yes, yes, with cutting and loading. (हां हां, कटिंग और लोडिंग के साथ।)\n[32s] CUSTOMER: With cutting and loading? (कटिंग और लोडिंग के साथ?)\n[33s] AGENT: Yes, yes. (हां जी, हां जी।)\n[34s] CUSTOMER: Okay. (अच्छा।)\n[34s] AGENT: [inaudible]\n[36s] CUSTOMER: And is the material 2062 grade? (और 2062 का माल है जी?)\n[38s] AGENT: Yes, it's E250. 2062. (हां, E250 है। 2062।)\n[39s] CUSTOMER: Hmm. (हम्म।)\n[40s] AGENT: Yes, yes. (हां जी, हां जी।)\n[41s] CUSTOMER: And JSW? (और JSW?)\n[41s] AGENT: JSW make.\n[42s] CUSTOMER: Which make is it? Is it JSWL, JSW? (Make कौनसी है? JSWL है, JSW है?)\n[44s] AGENT: It's JSW only. It seems to be JSW only. I can't remember. (JSW ही है। JSW ही लगता है। याद नहीं आ रहा।)\n[45s] CUSTOMER: And coil, coil weight? (और coil, coil weight?)\n[46s] AGENT: Yes. Coil weight will be between 22 to 25. (हां जी। Coil weight होगा 22 से 25 के बीच होगा।)\n[49s] CUSTOMER: 22 to 25? (22 से 25?)\n[50s] AGENT: Yes, okay, I will check now and give you the exact coil's DC as well. (हां, चलो मैं देख लूंगा अभी exact coil का DC भी दे दूंगा।)\n[52s] CUSTOMER: Can something be done? Can there be some discount? (कुछ हो जाएगा इसमें? डिस्काउंट हो जाएगा कुछ?)\n[53s] AGENT: For discount, sir, first I'll have to see if 2 mm is available or not. (डिस्काउंट तो सर पहले तो यही देखना पड़ेगा मुझे 2 mm है की नहीं।)\n[56s] CUSTOMER: Discount is... Sir, last time also you did the same thing. You gave a rate for a coil, and then you said you'll have to check if it's available or not. This is not right. (डिस्काउंट तो सर जी पिछली बार भी आपने ऐसे ही किया था। एक coil का रेट दिया, अभी उसके बाद यूं कह दिया की भई है की नहीं है देखना पड़ेगा। ये तो गलत बात है ना।)\n[60s] AGENT: No no, see sir, the rate comes to me daily, right? But I have to check the stock once. (नहीं नहीं, रेट तो देखो सर, रेट तो रोज़ आता है मेरे पास, है ना? But stock तो चेक करना पड़ेगा ना एक बार।)\n[63s] CUSTOMER: Then either check and tell me. (तो या तो करके बता दो।)\n[65s] AGENT: Yes, I'll check and tell you. You don't need 3 mm? (हां, करके बता देता हूं। आपके 3 mm नहीं चाहिए?)\n[67s] CUSTOMER: Right now I need 2 mm, sir. Check and tell me. (अभी तो 2 mm चाहिए सर। देख के बताओ।)\n[68s] AGENT: Okay, you need 2 mm. A 1250 coil. (ठीक है, 2 mm चाहिए। 1250 की coil।)\n[70s] CUSTOMER: Hmm. (हम्म।)\n[71s] CUSTOMER: 2062.\n[72s] AGENT: Yes, yes. (हां हां।)\n[72s] CUSTOMER: And check the rate, if you can give some more discount. (और रेट देख लो थोड़ा और कुछ डिस्काउंट करते हो तो।)\n[74s] AGENT: Yes, yes, okay, I'll get that done. Just let the material be available. Okay? I'll let you know. (हां हां, चलो वो तो मैं करा दूंगा। एक बारी मटेरियल मिल जाए बस। ठीक है? मैं बताता हूं।)\n[77s] CUSTOMER: Yes? (हां जी?)\n[77s] AGENT: We'll get some discount done. I'll check once and let you know. Okay? (वो तो डिस्काउंट कुछ करा देंगे। आपको बताता हूं मैं एक बारी देख के। ठीक है?)\n[80s] CUSTOMER: How long will it take for you to call? (कितनी देर में फोन करोगे?)\n[81s] AGENT: Right now, you can assume by six, I'll call by 6 o'clock. (अभी आप मान लो छह, छह बजे तक करता हूं मैं।)\n[84s] CUSTOMER: Okay. (ठीक है।)\n[85s] CUSTOMER: Do it. (करो।)\n[86s] AGENT: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 59, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "59 turns, clean transcript (2% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You must control the call by following the pitch structure; you skipped discovery entirely and quoted a price for an item you weren't sure was even in stock.", "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": "out_of_stock", "supply_details": "Agent was unable to confirm availability for the requested 2mm coil, stating 'first I'll have to see if 2 mm is available or not'.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer immediately asked for 1.6mm and then 2mm HR coil. The agent quoted a price for 2mm but could not confirm stock, which frustrated the customer as it had happened before. The agent did capture the material specifications but asked no discovery questions. The call ended with the agent promising to check stock and call back by 6 PM.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, good evening. This is Kartik speaking from JSW One. Yes sir, is there any plan to pick up some material from the store now?\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak, jumping directly into a sales question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a price or availability hook; instead, the customer took control and started the qualification process.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, manufacturing, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was purely transactional about price and availability.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, you need 2 mm. A 1250 coil... Yes, it's E250. 2062.\", \"comment\": \"Although customer-led, the agent did capture the required material specifications (thickness, width, grade) for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right now, you can assume by six, I'll call by 6 o'clock.\", \"comment\": \"The agent committed to a specific callback time at the customer's request.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must control the call by following the pitch structure; you skipped discovery entirely and quoted a price for an item you weren't sure was even in stock.\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent was unable to confirm availability for the requested 2mm coil, stating 'first I'll have to see if 2 mm is available or not'.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Can something be done? Can there be some discount?\", \"response\": \"For discount, sir, first I'll have to see if 2 mm is available or not.\"}], \"call_summary\": \"The customer immediately asked for 1.6mm and then 2mm HR coil. The agent quoted a price for 2mm but could not confirm stock, which frustrated the customer as it had happened before. The agent did capture the material specifications but asked no discovery questions. The call ended with the agent promising to check stock and call back by 6 PM.\"}", "error": null, "latency_ms": 35032, "input_tokens": 4380, "output_tokens": 896, "created_at": "2026-09-25 11:22:41", "sentiment": "neutral", "sentiment_score": 0.067, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.635, "agent_talk_sec": 46.2, "customer_talk_sec": 26.5, "dead_air_sec": 101.3, "longest_monologue_sec": 3.3, "agent_wpm": 301.3, "interruptions": 0, "agent_turns": 28, "customer_turns": 31, "discovery_qs": 8, "words_agent": 232, "words_customer": 169, "monologue_heavy": 0, "turns": [ { "ucid": "21112178878239481", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.6, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178878239481", "idx": 1, "speaker": "agent", "start_s": 2.4, "end_s": 2.79, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178878239481", "idx": 2, "speaker": "customer", "start_s": 3.0, "end_s": 3.4, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178878239481", "idx": 3, "speaker": "agent", "start_s": 3.77, "end_s": 6.5, "text_en": "Uh yes sir, good evening. This is Kartik speaking from JSW One.", "text_native": "अह हां जी सर, गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178878239481", "idx": 4, "speaker": "customer", "start_s": 6.8, "end_s": 7.58, "text_en": "Yes, yes, yes.", "text_native": "हां जी, हां जी, हां जी।" }, { "ucid": "21112178878239481", "idx": 5, "speaker": "agent", "start_s": 7.88, "end_s": 10.1, "text_en": "Yes sir, is there any plan to pick up some material from the store now?", "text_native": "हां जी सर, अभी स्टोर में कुछ मटेरियल उठाने का है प्लान?" }, { "ucid": "21112178878239481", "idx": 6, "speaker": "customer", "start_s": 10.5, "end_s": 11.9, "text_en": "What material is it, sir? Is 1.6 available?", "text_native": "क्या मटेरियल है सर जी? 1.6 है?" }, { "ucid": "21112178878239481", "idx": 7, "speaker": "agent", "start_s": 12.0, "end_s": 15.2, "text_en": "Sir, 1.6... I'll have to check for 1.6, sir.", "text_native": "सर जी, 1.6... 1.6 तो सर जी देखना पड़ेगा।" }, { "ucid": "21112178878239481", "idx": 8, "speaker": "customer", "start_s": 15.2, "end_s": 15.5, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178878239481", "idx": 9, "speaker": "agent", "start_s": 15.5, "end_s": 17.5, "text_en": "Smaller sizes are generally less in stock right now.", "text_native": "छोटे साइज़ेस वैसे कम ही हैं अभी स्टॉक में ना।" }, { "ucid": "21112178878239481", "idx": 10, "speaker": "customer", "start_s": 17.8, "end_s": 18.3, "text_en": "In the market.", "text_native": "मार्केट में।" }, { "ucid": "21112178878239481", "idx": 11, "speaker": "agent", "start_s": 18.3, "end_s": 18.7, "text_en": "2 mm?", "text_native": "2 mm?" }, { "ucid": "21112178878239481", "idx": 12, "speaker": "customer", "start_s": 18.7, "end_s": 19.1, "text_en": "Yes, the one that was less.", "text_native": "हां जो कम था।" }, { "ucid": "21112178878239481", "idx": 13, "speaker": "agent", "start_s": 19.2, "end_s": 20.4, "text_en": "2 mm will be available. 1.8 was also there.", "text_native": "2 mm तो मिल जाएगा। 1.8 भी था।" }, { "ucid": "21112178878239481", "idx": 14, "speaker": "customer", "start_s": 20.4, "end_s": 21.0, "text_en": "What will be the rate?", "text_native": "क्या रेट रहेगा?" }, { "ucid": "21112178878239481", "idx": 15, "speaker": "customer", "start_s": 21.5, "end_s": 22.1, "text_en": "What will be the rate for 2 mm?", "text_native": "2 mm क्या रेट रहेगा?" }, { "ucid": "21112178878239481", "idx": 16, "speaker": "agent", "start_s": 22.3, "end_s": 24.8, "text_en": "Hmm, how much is ours? It's 60,700. One rupee more, 61,700.", "text_native": "हम्म, अपना कितना है? 60,700 है। एक रुपये ऊपर 61,700।" }, { "ucid": "21112178878239481", "idx": 17, "speaker": "customer", "start_s": 25.1, "end_s": 25.5, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178878239481", "idx": 18, "speaker": "agent", "start_s": 25.7, "end_s": 26.5, "text_en": "61,700.", "text_native": "61,700." }, { "ucid": "21112178878239481", "idx": 19, "speaker": "customer", "start_s": 26.6, "end_s": 28.0, "text_en": "With cutting or is it just ex- ex-yard?", "text_native": "काट के या ex- ex-yard ही है बस?" }, { "ucid": "21112178878239481", "idx": 20, "speaker": "agent", "start_s": 28.1, "end_s": 29.0, "text_en": "It's just ex-yard, sir.", "text_native": "Ex-yard ही है बस सर।" }, { "ucid": "21112178878239481", "idx": 21, "speaker": "customer", "start_s": 29.3, "end_s": 30.2, "text_en": "It's 61,700 for 2 mm?", "text_native": "61,700 है 2 mm का?" }, { "ucid": "21112178878239481", "idx": 22, "speaker": "agent", "start_s": 30.2, "end_s": 31.5, "text_en": "Yes, yes, with cutting and loading.", "text_native": "हां हां, कटिंग और लोडिंग के साथ।" }, { "ucid": "21112178878239481", "idx": 23, "speaker": "customer", "start_s": 31.6, "end_s": 32.7, "text_en": "With cutting and loading?", "text_native": "कटिंग और लोडिंग के साथ?" }, { "ucid": "21112178878239481", "idx": 24, "speaker": "agent", "start_s": 32.9, "end_s": 33.4, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178878239481", "idx": 25, "speaker": "customer", "start_s": 33.6, "end_s": 34.0, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178878239481", "idx": 26, "speaker": "agent", "start_s": 34.5, "end_s": 36.2, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178878239481", "idx": 27, "speaker": "customer", "start_s": 36.5, "end_s": 37.6, "text_en": "And is the material 2062 grade?", "text_native": "और 2062 का माल है जी?" }, { "ucid": "21112178878239481", "idx": 28, "speaker": "agent", "start_s": 37.8, "end_s": 39.1, "text_en": "Yes, it's E250. 2062.", "text_native": "हां, E250 है। 2062।" }, { "ucid": "21112178878239481", "idx": 29, "speaker": "customer", "start_s": 39.4, "end_s": 39.7, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178878239481", "idx": 30, "speaker": "agent", "start_s": 40.1, "end_s": 40.5, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178878239481", "idx": 31, "speaker": "customer", "start_s": 40.7, "end_s": 41.3, "text_en": "And JSW?", "text_native": "और JSW?" }, { "ucid": "21112178878239481", "idx": 32, "speaker": "agent", "start_s": 41.4, "end_s": 42.1, "text_en": "JSW make.", "text_native": "JSW make." }, { "ucid": "21112178878239481", "idx": 33, "speaker": "customer", "start_s": 42.3, "end_s": 43.4, "text_en": "Which make is it? Is it JSWL, JSW?", "text_native": "Make कौनसी है? JSWL है, JSW है?" }, { "ucid": "21112178878239481", "idx": 34, "speaker": "agent", "start_s": 43.5, "end_s": 45.2, "text_en": "It's JSW only. It seems to be JSW only. I can't remember.", "text_native": "JSW ही है। JSW ही लगता है। याद नहीं आ रहा।" }, { "ucid": "21112178878239481", "idx": 35, "speaker": "customer", "start_s": 45.3, "end_s": 46.3, "text_en": "And coil, coil weight?", "text_native": "और coil, coil weight?" }, { "ucid": "21112178878239481", "idx": 36, "speaker": "agent", "start_s": 46.3, "end_s": 49.0, "text_en": "Yes. Coil weight will be between 22 to 25.", "text_native": "हां जी। Coil weight होगा 22 से 25 के बीच होगा।" }, { "ucid": "21112178878239481", "idx": 37, "speaker": "customer", "start_s": 49.2, "end_s": 49.8, "text_en": "22 to 25?", "text_native": "22 से 25?" }, { "ucid": "21112178878239481", "idx": 38, "speaker": "agent", "start_s": 49.8, "end_s": 51.8, "text_en": "Yes, okay, I will check now and give you the exact coil's DC as well.", "text_native": "हां, चलो मैं देख लूंगा अभी exact coil का DC भी दे दूंगा।" }, { "ucid": "21112178878239481", "idx": 39, "speaker": "customer", "start_s": 51.8, "end_s": 53.0, "text_en": "Can something be done? Can there be some discount?", "text_native": "कुछ हो जाएगा इसमें? डिस्काउंट हो जाएगा कुछ?" }, { "ucid": "21112178878239481", "idx": 40, "speaker": "agent", "start_s": 53.4, "end_s": 55.6, "text_en": "For discount, sir, first I'll have to see if 2 mm is available or not.", "text_native": "डिस्काउंट तो सर पहले तो यही देखना पड़ेगा मुझे 2 mm है की नहीं।" }, { "ucid": "21112178878239481", "idx": 41, "speaker": "customer", "start_s": 55.6, "end_s": 59.8, "text_en": "Discount is... Sir, last time also you did the same thing. You gave a rate for a coil, and then you said you'll have to check if it's available or not. This is not right.", "text_native": "डिस्काउंट तो सर जी पिछली बार भी आपने ऐसे ही किया था। एक coil का रेट दिया, अभी उसके बाद यूं कह दिया की भई है की नहीं है देखना पड़ेगा। ये तो गलत बात है ना।" }, { "ucid": "21112178878239481", "idx": 42, "speaker": "agent", "start_s": 60.1, "end_s": 63.4, "text_en": "No no, see sir, the rate comes to me daily, right? But I have to check the stock once.", "text_native": "नहीं नहीं, रेट तो देखो सर, रेट तो रोज़ आता है मेरे पास, है ना? But stock तो चेक करना पड़ेगा ना एक बार।" }, { "ucid": "21112178878239481", "idx": 43, "speaker": "customer", "start_s": 63.4, "end_s": 64.2, "text_en": "Then either check and tell me.", "text_native": "तो या तो करके बता दो।" }, { "ucid": "21112178878239481", "idx": 44, "speaker": "agent", "start_s": 64.6, "end_s": 66.4, "text_en": "Yes, I'll check and tell you. You don't need 3 mm?", "text_native": "हां, करके बता देता हूं। आपके 3 mm नहीं चाहिए?" }, { "ucid": "21112178878239481", "idx": 45, "speaker": "customer", "start_s": 66.7, "end_s": 68.2, "text_en": "Right now I need 2 mm, sir. Check and tell me.", "text_native": "अभी तो 2 mm चाहिए सर। देख के बताओ।" }, { "ucid": "21112178878239481", "idx": 46, "speaker": "agent", "start_s": 68.4, "end_s": 70.0, "text_en": "Okay, you need 2 mm. A 1250 coil.", "text_native": "ठीक है, 2 mm चाहिए। 1250 की coil।" }, { "ucid": "21112178878239481", "idx": 47, "speaker": "customer", "start_s": 70.0, "end_s": 70.3, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178878239481", "idx": 48, "speaker": "customer", "start_s": 70.9, "end_s": 71.4, "text_en": "2062.", "text_native": "2062." }, { "ucid": "21112178878239481", "idx": 49, "speaker": "agent", "start_s": 71.7, "end_s": 72.2, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178878239481", "idx": 50, "speaker": "customer", "start_s": 72.3, "end_s": 74.0, "text_en": "And check the rate, if you can give some more discount.", "text_native": "और रेट देख लो थोड़ा और कुछ डिस्काउंट करते हो तो।" }, { "ucid": "21112178878239481", "idx": 51, "speaker": "agent", "start_s": 74.1, "end_s": 76.6, "text_en": "Yes, yes, okay, I'll get that done. Just let the material be available. Okay? I'll let you know.", "text_native": "हां हां, चलो वो तो मैं करा दूंगा। एक बारी मटेरियल मिल जाए बस। ठीक है? मैं बताता हूं।" }, { "ucid": "21112178878239481", "idx": 52, "speaker": "customer", "start_s": 76.6, "end_s": 77.0, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178878239481", "idx": 53, "speaker": "agent", "start_s": 77.2, "end_s": 79.6, "text_en": "We'll get some discount done. I'll check once and let you know. Okay?", "text_native": "वो तो डिस्काउंट कुछ करा देंगे। आपको बताता हूं मैं एक बारी देख के। ठीक है?" }, { "ucid": "21112178878239481", "idx": 54, "speaker": "customer", "start_s": 79.8, "end_s": 80.7, "text_en": "How long will it take for you to call?", "text_native": "कितनी देर में फोन करोगे?" }, { "ucid": "21112178878239481", "idx": 55, "speaker": "agent", "start_s": 81.1, "end_s": 84.0, "text_en": "Right now, you can assume by six, I'll call by 6 o'clock.", "text_native": "अभी आप मान लो छह, छह बजे तक करता हूं मैं।" }, { "ucid": "21112178878239481", "idx": 56, "speaker": "customer", "start_s": 84.3, "end_s": 84.7, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178878239481", "idx": 57, "speaker": "customer", "start_s": 85.4, "end_s": 85.7, "text_en": "Do it.", "text_native": "करो।" }, { "ucid": "21112178878239481", "idx": 58, "speaker": "agent", "start_s": 86.1, "end_s": 86.5, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178878239481", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh yes sir, good evening. This is Kartik speaking from JSW One. Yes sir, is there any plan to pick up some material from the store now?", "comment": "The agent did not use the customer's name or ask for permission to speak, jumping directly into a sales question." }, { "ucid": "21112178878239481", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a price or availability hook; instead, the customer took control and started the qualification process." }, { "ucid": "21112178878239481", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero discovery questions about the customer's business, manufacturing, or procurement habits." }, { "ucid": "21112178878239481", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched; the conversation was purely transactional about price and availability." }, { "ucid": "21112178878239481", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Okay, you need 2 mm. A 1250 coil... Yes, it's E250. 2062.", "comment": "Although customer-led, the agent did capture the required material specifications (thickness, width, grade) for a current requirement." }, { "ucid": "21112178878239481", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Right now, you can assume by six, I'll call by 6 o'clock.", "comment": "The agent committed to a specific callback time at the customer's request." } ], "objections": [ { "ucid": "21112178878239481", "obj_type": "price", "state": "mishandled", "evidence": "Can something be done? Can there be some discount?", "response": "For discount, sir, first I'll have to see if 2 mm is available or not." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }