{ "ucid": "21112178885373581", "call_date": "2026-09-08", "start_time": "2026-09-08 13:18:55", "end_time": "2026-09-08 13:22:18", "duration_sec": 203, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA38e47439870b340a6e7a3b4073c1bbc7.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 634, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178885373581__DIA38e47439870b340a6e7a3b4073c1bbc7.mp3", "audio_bytes": 513000, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 171.0, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hmm. (हम्म)\n[3s] AGENT: RJ Marketing? (आर जे मार्केटिंग?)\n[4s] CUSTOMER: Yes, tell me sir. (हां बोलिए सर।)\n[5s] AGENT: Uh sir, I was calling from JSW One, from Jindal Steel Works. (अह सर JSW One से बात कर रहा था मैं, Jindal Steel Works से।)\n[8s] CUSTOMER: Yes sir, I know sir. Tell me, sir. (Yes sir, I know sir. बोलिए ना सर।)\n[10s] AGENT: Uh sir, actually I received an update that, uh, I guess you were perhaps not dealing in steel. So I called for that verification. (अह सर एक्चुअली मेरे पास ना एक अपडेट आया था कि अह I guess आप शायद स्टील में डील नहीं कर रहे थे। सो मैंने वही वेरिफिकेशन के लिए कॉल किया।)\n[14s] CUSTOMER: No no sir, we are dealing in steel only.\n[17s] AGENT: Okay okay, it is a steel business. Understood. Uh so currently do you have any sort of live requirement for HR sheets etc. because the price... (अच्छा ओके, it is a steel business. Understood. अह सो करेंटली do you have any sort of live requirement for HR sheets वगेरा because the price...)\n[21s] CUSTOMER: Yes sir, we are doing HR, GP and also we are, yeah, so we always have requirements.\n[25s] AGENT: Understood. So...\n[25s] CUSTOMER: Sir 2.5 full coil like uh 2.5 so what will be the right rate for full coil? You will give me ex-Jaloja only no sir?\n[30s] AGENT: Yeah yeah, I'll give you coil transfer if you require.\n[32s] CUSTOMER: Yes, you see full coil what will be the rate sir? Full coil? (हां you see full coil what will be the rate sir? Full coil?)\n[34s] AGENT: 62 250 sir.\n[37s] CUSTOMER: 62 250 no sir?\n[39s] AGENT: Yeah, that will be coil transfer and uh that will be like the same price for 2.5 to 12 mm.\n[44s] CUSTOMER: Okay sir, let me check. Sir I'll forward the rate to my customer and I'll get back to you.\n[47s] AGENT: No worries, I'll just WhatsApp you from my personal number.\n[49s] CUSTOMER: What are the payment terms?\n[50s] AGENT: So for the first two transaction it is advance against proforma invoice. Post that depending upon the business transactions the company approves the credit.\n[55s] CUSTOMER: And how much credit do you guys give?\n[56s] AGENT: Uh approximately around 30 to 45 days depending upon the case.\n[59s] CUSTOMER: And how much do you guys add in that? On the price of immediate?\n[62s] AGENT: Yeah so for yeah so for advance it is... for 45 days?\n[65s] CUSTOMER: Uh it's for like about 600 to 650 per ton.\n[68s] AGENT: Okay sir, okay, okay.\n[69s] AGENT: Yeah, I'll just ping you from my personal number.\n[70s] CUSTOMER: It will be easy for me. Okay sir, please do that. Okay.\n[72s] AGENT: I'll do that. Yeah, and in this case you were asking me something, I'm sorry I interrupted you.\n[75s] CUSTOMER: No no, hey don't worry sir. Where do you sit normally? (No no, अरे don't worry sir. Where do you sit normally?)\n[78s] AGENT: BKC.\n[78s] CUSTOMER: Oh you are JSW BKC. Yeah yeah, I have been there sir, no issue. And sir what is your 2mm HRPO price sir?\n[82s] AGENT: For right now 2mm HRPO you are saying right?\n[84s] CUSTOMER: SPO skin pass.\n[85s] AGENT: Uh I'll have to check with the pricing for HRPO because HR prices were handy to me. So I gave you the quote. So I'll just have to verify for the HRPO part.\n[91s] CUSTOMER: And GP SP sir 275 you are keeping?\n[93s] AGENT: Sir right now it is running out of stock. We are low on stock for that.\n[96s] CUSTOMER: Okay sir, okay.\n[97s] AGENT: We are extremely low on that because the production has been obstructed in the plant because of the shortage...\n[100s] CUSTOMER: What is the reason for obstruction?\n[102s] AGENT: Coking coal price hike.\n[104s] CUSTOMER: But sir so much five six rupees...\n[106s] AGENT: Sorry?\n[106s] CUSTOMER: Sir five six rupees so much increase, what is the reason?\n[108s] AGENT: Yeah, that's what I said, the shortage in the coking coal that is used to extract the iron from the iron ores. And the yeah and the Brent crude price surge. These are the basic issues why the prices have surged so much.\n[116s] CUSTOMER: Okay sir, no issue. Sir you please WhatsApp me your business card. I'll share it to my...\n[119s] AGENT: I've done it. I've done my mail ID...\n[120s] CUSTOMER: And whenever in BKC I will stop by and say hi to you.\n[122s] AGENT: 100% sir, 100%. I'll be waiting for you.\n[124s] CUSTOMER: Okay.\n[124s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 52, "connected": 1, "audio_notes": "clear: Some background office noise is present, but it does not affect transcription. The customer coughs once.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "52 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "You allowed the customer to completely control the call from the beginning. You must proactively lead with discovery questions to understand the customer's business before you can offer a relevant solution.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "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": "out_of_stock", "supply_details": "Agent stated GP 275 is out of stock: \"Sir right now it is running out of stock. We are low on stock for that.\"", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to verify the customer's business. The customer, a trader, confirmed they deal in steel and immediately asked for prices on HR, HRPO, and GP coils. The agent provided a price for HR, said he would check on HRPO, and confirmed that GP was out of stock. The call ended with the agent agreeing to send his details and the quote via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh sir, I was calling from JSW One, from Jindal Steel Works.\", \"comment\": \"The agent identified himself and the company but did not greet the customer, use their name, or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh sir actually मेरे पास ना एक अपडेट आया था कि uh I guess आप शायद स्टील में डील नहीं कर रहे थे। सो मैंने वही वेरिफिकेशन के लिए कॉल किया।\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he used a weak verification opening which put the customer on the defensive.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions. The customer drove the entire conversation, volunteering their requirements and asking about terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs. He only answered direct questions about price and payment terms.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: अह सो करेंटली do you have any sort of live requirement for HR sheets वगेरा because the price...\", \"comment\": \"While the agent asked if a requirement exists, he failed to capture key qualifying details like quantity, width, location, or required delivery date after the customer specified a material.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: No worries, I'll just WhatsApp you from my personal number.\", \"comment\": \"The agent committed to a clear next step of sending details via WhatsApp, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer to completely control the call from the beginning. You must proactively lead with discovery questions to understand the customer's business before you can offer a relevant solution.\", \"segment_detected\": \"trader\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated GP 275 is out of stock: \\\"Sir right now it is running out of stock. We are low on stock for that.\\\"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: What are the payment terms?\", \"response\": \"AGENT: So for the first two transaction it is advance against proforma invoice. Post that depending upon the business transactions the company approves the credit.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: Okay sir, let me check. Sir I'll forward the rate to my customer and I'll get back to you.\", \"response\": \"AGENT: No worries, I'll just WhatsApp you from my personal number.\"}], \"call_summary\": \"The agent called to verify the customer's business. The customer, a trader, confirmed they deal in steel and immediately asked for prices on HR, HRPO, and GP coils. The agent provided a price for HR, said he would check on HRPO, and confirmed that GP was out of stock. The call ended with the agent agreeing to send his details and the quote via WhatsApp.\"}", "error": null, "latency_ms": 39461, "input_tokens": 3968, "output_tokens": 1029, "created_at": "2026-09-25 11:21:18", "sentiment": "negative", "sentiment_score": -0.159, "sentiment_confidence": "high", "pos": 15, "neg": 18, "lex_hits": 44, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.575, "agent_talk_sec": 63.5, "customer_talk_sec": 46.9, "dead_air_sec": 92.6, "longest_monologue_sec": 7.0, "agent_wpm": 314.6, "interruptions": 0, "agent_turns": 27, "customer_turns": 25, "discovery_qs": 4, "words_agent": 333, "words_customer": 255, "monologue_heavy": 0, "turns": [ { "ucid": "21112178885373581", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 1.88, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178885373581", "idx": 1, "speaker": "agent", "start_s": 2.4, "end_s": 2.6, "text_en": "Hmm.", "text_native": "हम्म" }, { "ucid": "21112178885373581", "idx": 2, "speaker": "agent", "start_s": 3.0, "end_s": 3.8, "text_en": "RJ Marketing?", "text_native": "आर जे मार्केटिंग?" }, { "ucid": "21112178885373581", "idx": 3, "speaker": "customer", "start_s": 4.1, "end_s": 4.7, "text_en": "Yes, tell me sir.", "text_native": "हां बोलिए सर।" }, { "ucid": "21112178885373581", "idx": 4, "speaker": "agent", "start_s": 5.2, "end_s": 7.8, "text_en": "Uh sir, I was calling from JSW One, from Jindal Steel Works.", "text_native": "अह सर JSW One से बात कर रहा था मैं, Jindal Steel Works से।" }, { "ucid": "21112178885373581", "idx": 5, "speaker": "customer", "start_s": 8.0, "end_s": 9.8, "text_en": "Yes sir, I know sir. Tell me, sir.", "text_native": "Yes sir, I know sir. बोलिए ना सर।" }, { "ucid": "21112178885373581", "idx": 6, "speaker": "agent", "start_s": 10.0, "end_s": 14.5, "text_en": "Uh sir, actually I received an update that, uh, I guess you were perhaps not dealing in steel. So I called for that verification.", "text_native": "अह सर एक्चुअली मेरे पास ना एक अपडेट आया था कि अह I guess आप शायद स्टील में डील नहीं कर रहे थे। सो मैंने वही वेरिफिकेशन के लिए कॉल किया।" }, { "ucid": "21112178885373581", "idx": 7, "speaker": "customer", "start_s": 14.5, "end_s": 16.4, "text_en": "No no sir, we are dealing in steel only.", "text_native": "No no sir, we are dealing in steel only." }, { "ucid": "21112178885373581", "idx": 8, "speaker": "agent", "start_s": 16.7, "end_s": 21.4, "text_en": "Okay okay, it is a steel business. Understood. Uh so currently do you have any sort of live requirement for HR sheets etc. because the price...", "text_native": "अच्छा ओके, it is a steel business. Understood. अह सो करेंटली do you have any sort of live requirement for HR sheets वगेरा because the price..." }, { "ucid": "21112178885373581", "idx": 9, "speaker": "customer", "start_s": 21.4, "end_s": 24.4, "text_en": "Yes sir, we are doing HR, GP and also we are, yeah, so we always have requirements.", "text_native": "Yes sir, we are doing HR, GP and also we are, yeah, so we always have requirements." }, { "ucid": "21112178885373581", "idx": 10, "speaker": "agent", "start_s": 24.6, "end_s": 25.2, "text_en": "Understood. So...", "text_native": "Understood. So..." }, { "ucid": "21112178885373581", "idx": 11, "speaker": "customer", "start_s": 25.2, "end_s": 30.0, "text_en": "Sir 2.5 full coil like uh 2.5 so what will be the right rate for full coil? You will give me ex-Jaloja only no sir?", "text_native": "Sir 2.5 full coil like uh 2.5 so what will be the right rate for full coil? You will give me ex-Jaloja only no sir?" }, { "ucid": "21112178885373581", "idx": 12, "speaker": "agent", "start_s": 30.2, "end_s": 31.8, "text_en": "Yeah yeah, I'll give you coil transfer if you require.", "text_native": "Yeah yeah, I'll give you coil transfer if you require." }, { "ucid": "21112178885373581", "idx": 13, "speaker": "customer", "start_s": 31.8, "end_s": 33.9, "text_en": "Yes, you see full coil what will be the rate sir? Full coil?", "text_native": "हां you see full coil what will be the rate sir? Full coil?" }, { "ucid": "21112178885373581", "idx": 14, "speaker": "agent", "start_s": 34.4, "end_s": 35.5, "text_en": "62 250 sir.", "text_native": "62 250 sir." }, { "ucid": "21112178885373581", "idx": 15, "speaker": "customer", "start_s": 37.4, "end_s": 38.9, "text_en": "62 250 no sir?", "text_native": "62 250 no sir?" }, { "ucid": "21112178885373581", "idx": 16, "speaker": "agent", "start_s": 39.2, "end_s": 43.4, "text_en": "Yeah, that will be coil transfer and uh that will be like the same price for 2.5 to 12 mm.", "text_native": "Yeah, that will be coil transfer and uh that will be like the same price for 2.5 to 12 mm." }, { "ucid": "21112178885373581", "idx": 17, "speaker": "customer", "start_s": 43.9, "end_s": 47.2, "text_en": "Okay sir, let me check. Sir I'll forward the rate to my customer and I'll get back to you.", "text_native": "Okay sir, let me check. Sir I'll forward the rate to my customer and I'll get back to you." }, { "ucid": "21112178885373581", "idx": 18, "speaker": "agent", "start_s": 47.2, "end_s": 48.8, "text_en": "No worries, I'll just WhatsApp you from my personal number.", "text_native": "No worries, I'll just WhatsApp you from my personal number." }, { "ucid": "21112178885373581", "idx": 19, "speaker": "customer", "start_s": 48.8, "end_s": 49.6, "text_en": "What are the payment terms?", "text_native": "What are the payment terms?" }, { "ucid": "21112178885373581", "idx": 20, "speaker": "agent", "start_s": 49.9, "end_s": 54.4, "text_en": "So for the first two transaction it is advance against proforma invoice. Post that depending upon the business transactions the company approves the credit.", "text_native": "So for the first two transaction it is advance against proforma invoice. Post that depending upon the business transactions the company approves the credit." }, { "ucid": "21112178885373581", "idx": 21, "speaker": "customer", "start_s": 54.8, "end_s": 56.2, "text_en": "And how much credit do you guys give?", "text_native": "And how much credit do you guys give?" }, { "ucid": "21112178885373581", "idx": 22, "speaker": "agent", "start_s": 56.5, "end_s": 59.2, "text_en": "Uh approximately around 30 to 45 days depending upon the case.", "text_native": "Uh approximately around 30 to 45 days depending upon the case." }, { "ucid": "21112178885373581", "idx": 23, "speaker": "customer", "start_s": 59.2, "end_s": 61.8, "text_en": "And how much do you guys add in that? On the price of immediate?", "text_native": "And how much do you guys add in that? On the price of immediate?" }, { "ucid": "21112178885373581", "idx": 24, "speaker": "agent", "start_s": 61.8, "end_s": 64.8, "text_en": "Yeah so for yeah so for advance it is... for 45 days?", "text_native": "Yeah so for yeah so for advance it is... for 45 days?" }, { "ucid": "21112178885373581", "idx": 25, "speaker": "customer", "start_s": 65.1, "end_s": 67.1, "text_en": "Uh it's for like about 600 to 650 per ton.", "text_native": "Uh it's for like about 600 to 650 per ton." }, { "ucid": "21112178885373581", "idx": 26, "speaker": "agent", "start_s": 67.7, "end_s": 68.9, "text_en": "Okay sir, okay, okay.", "text_native": "Okay sir, okay, okay." }, { "ucid": "21112178885373581", "idx": 27, "speaker": "agent", "start_s": 69.2, "end_s": 70.5, "text_en": "Yeah, I'll just ping you from my personal number.", "text_native": "Yeah, I'll just ping you from my personal number." }, { "ucid": "21112178885373581", "idx": 28, "speaker": "customer", "start_s": 70.5, "end_s": 72.3, "text_en": "It will be easy for me. Okay sir, please do that. Okay.", "text_native": "It will be easy for me. Okay sir, please do that. Okay." }, { "ucid": "21112178885373581", "idx": 29, "speaker": "agent", "start_s": 72.3, "end_s": 75.1, "text_en": "I'll do that. Yeah, and in this case you were asking me something, I'm sorry I interrupted you.", "text_native": "I'll do that. Yeah, and in this case you were asking me something, I'm sorry I interrupted you." }, { "ucid": "21112178885373581", "idx": 30, "speaker": "customer", "start_s": 75.1, "end_s": 77.2, "text_en": "No no, hey don't worry sir. Where do you sit normally?", "text_native": "No no, अरे don't worry sir. Where do you sit normally?" }, { "ucid": "21112178885373581", "idx": 31, "speaker": "agent", "start_s": 77.5, "end_s": 78.1, "text_en": "BKC.", "text_native": "BKC." }, { "ucid": "21112178885373581", "idx": 32, "speaker": "customer", "start_s": 78.5, "end_s": 82.2, "text_en": "Oh you are JSW BKC. Yeah yeah, I have been there sir, no issue. And sir what is your 2mm HRPO price sir?", "text_native": "Oh you are JSW BKC. Yeah yeah, I have been there sir, no issue. And sir what is your 2mm HRPO price sir?" }, { "ucid": "21112178885373581", "idx": 33, "speaker": "agent", "start_s": 82.5, "end_s": 84.1, "text_en": "For right now 2mm HRPO you are saying right?", "text_native": "For right now 2mm HRPO you are saying right?" }, { "ucid": "21112178885373581", "idx": 34, "speaker": "customer", "start_s": 84.1, "end_s": 85.2, "text_en": "SPO skin pass.", "text_native": "SPO skin pass." }, { "ucid": "21112178885373581", "idx": 35, "speaker": "agent", "start_s": 85.4, "end_s": 91.0, "text_en": "Uh I'll have to check with the pricing for HRPO because HR prices were handy to me. So I gave you the quote. So I'll just have to verify for the HRPO part.", "text_native": "Uh I'll have to check with the pricing for HRPO because HR prices were handy to me. So I gave you the quote. So I'll just have to verify for the HRPO part." }, { "ucid": "21112178885373581", "idx": 36, "speaker": "customer", "start_s": 91.0, "end_s": 92.7, "text_en": "And GP SP sir 275 you are keeping?", "text_native": "And GP SP sir 275 you are keeping?" }, { "ucid": "21112178885373581", "idx": 37, "speaker": "agent", "start_s": 92.9, "end_s": 95.4, "text_en": "Sir right now it is running out of stock. We are low on stock for that.", "text_native": "Sir right now it is running out of stock. We are low on stock for that." }, { "ucid": "21112178885373581", "idx": 38, "speaker": "customer", "start_s": 96.2, "end_s": 96.9, "text_en": "Okay sir, okay.", "text_native": "Okay sir, okay." }, { "ucid": "21112178885373581", "idx": 39, "speaker": "agent", "start_s": 96.9, "end_s": 100.4, "text_en": "We are extremely low on that because the production has been obstructed in the plant because of the shortage...", "text_native": "We are extremely low on that because the production has been obstructed in the plant because of the shortage..." }, { "ucid": "21112178885373581", "idx": 40, "speaker": "customer", "start_s": 100.4, "end_s": 101.4, "text_en": "What is the reason for obstruction?", "text_native": "What is the reason for obstruction?" }, { "ucid": "21112178885373581", "idx": 41, "speaker": "agent", "start_s": 101.6, "end_s": 102.9, "text_en": "Coking coal price hike.", "text_native": "Coking coal price hike." }, { "ucid": "21112178885373581", "idx": 42, "speaker": "customer", "start_s": 103.7, "end_s": 105.1, "text_en": "But sir so much five six rupees...", "text_native": "But sir so much five six rupees..." }, { "ucid": "21112178885373581", "idx": 43, "speaker": "agent", "start_s": 105.5, "end_s": 105.9, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178885373581", "idx": 44, "speaker": "customer", "start_s": 106.1, "end_s": 108.1, "text_en": "Sir five six rupees so much increase, what is the reason?", "text_native": "Sir five six rupees so much increase, what is the reason?" }, { "ucid": "21112178885373581", "idx": 45, "speaker": "agent", "start_s": 108.4, "end_s": 115.4, "text_en": "Yeah, that's what I said, the shortage in the coking coal that is used to extract the iron from the iron ores. And the yeah and the Brent crude price surge. These are the basic issues why the prices have surged so much.", "text_native": "Yeah, that's what I said, the shortage in the coking coal that is used to extract the iron from the iron ores. And the yeah and the Brent crude price surge. These are the basic issues why the prices have surged so much." }, { "ucid": "21112178885373581", "idx": 46, "speaker": "customer", "start_s": 115.8, "end_s": 118.6, "text_en": "Okay sir, no issue. Sir you please WhatsApp me your business card. I'll share it to my...", "text_native": "Okay sir, no issue. Sir you please WhatsApp me your business card. I'll share it to my..." }, { "ucid": "21112178885373581", "idx": 47, "speaker": "agent", "start_s": 118.6, "end_s": 119.9, "text_en": "I've done it. I've done my mail ID...", "text_native": "I've done it. I've done my mail ID..." }, { "ucid": "21112178885373581", "idx": 48, "speaker": "customer", "start_s": 119.9, "end_s": 121.8, "text_en": "And whenever in BKC I will stop by and say hi to you.", "text_native": "And whenever in BKC I will stop by and say hi to you." }, { "ucid": "21112178885373581", "idx": 49, "speaker": "agent", "start_s": 121.8, "end_s": 123.5, "text_en": "100% sir, 100%. I'll be waiting for you.", "text_native": "100% sir, 100%. I'll be waiting for you." }, { "ucid": "21112178885373581", "idx": 50, "speaker": "customer", "start_s": 123.5, "end_s": 124.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178885373581", "idx": 51, "speaker": "agent", "start_s": 124.4, "end_s": 125.0, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178885373581", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Uh sir, I was calling from JSW One, from Jindal Steel Works.", "comment": "The agent identified himself and the company but did not greet the customer, use their name, or ask for permission to speak." }, { "ucid": "21112178885373581", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Uh sir actually मेरे पास ना एक अपडेट आया था कि uh I guess आप शायद स्टील में डील नहीं कर रहे थे। सो मैंने वही वेरिफिकेशन के लिए कॉल किया।", "comment": "The agent did not lead with a supply or price hook; instead, he used a weak verification opening which put the customer on the defensive." }, { "ucid": "21112178885373581", "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. The customer drove the entire conversation, volunteering their requirements and asking about terms." }, { "ucid": "21112178885373581", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not pitch any USPs. He only answered direct questions about price and payment terms." }, { "ucid": "21112178885373581", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: अह सो करेंटली do you have any sort of live requirement for HR sheets वगेरा because the price...", "comment": "While the agent asked if a requirement exists, he failed to capture key qualifying details like quantity, width, location, or required delivery date after the customer specified a material." }, { "ucid": "21112178885373581", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: No worries, I'll just WhatsApp you from my personal number.", "comment": "The agent committed to a clear next step of sending details via WhatsApp, which the customer accepted." } ], "objections": [ { "ucid": "21112178885373581", "obj_type": "credit", "state": "handled", "evidence": "CUSTOMER: What are the payment terms?", "response": "AGENT: So for the first two transaction it is advance against proforma invoice. Post that depending upon the business transactions the company approves the credit." }, { "ucid": "21112178885373581", "obj_type": "send_price_will_think", "state": "handled", "evidence": "CUSTOMER: Okay sir, let me check. Sir I'll forward the rate to my customer and I'll get back to you.", "response": "AGENT: No worries, I'll just WhatsApp you from my personal number." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }