{ "ucid": "21112178894568241", "call_date": "2026-09-09", "start_time": "2026-09-09 14:51:22", "end_time": "2026-09-09 14:56:44", "duration_sec": 322, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAeebcd79841c4e55cd63bfe946a53ed37.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 497, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894568241__DIAeebcd79841c4e55cd63bfe946a53ed37.mp3", "audio_bytes": 925128, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 308.376, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello, Ritesh speaking. (Hello, Ritesh bol raha hu.)\n[4s] AGENT: Yes, speak. (Haan boliye.)\n[5s] AGENT: Sir, Sudip speaking, from JSW One MSME. (Sir Sudip bol raha hu, JSW One MSME se.)\n[7s] CUSTOMER: What? (Kya?)\n[8s] AGENT: I'm calling from JSW One MSME sir, Jindal Steel. (JSW One MSME se bol raha hu sir, Jindal Steel.)\n[10s] CUSTOMER: Yes, speak. (Haan boliye.)\n[11s] AGENT: Your company was registered on our portal, sir. And I see you have just now created a requirement for some HR material, sir. That is E250 BR, 5mm, 1500 by 3000. And the quantity is 34 numbers of sheets. Correct, sir? (Yeh aapka company registered hua tha sir hamare portal par. Aur main dekh raha hu aapne kuch abhi kuch HR material ka requirement banaya hai sir. That is E250 BR, 5mm, 1500 se 3000. And the quantity is 34 numbers of sheet. Correct sir?)\n[19s] CUSTOMER: Yeah.\n[20s] AGENT: Okay. So when are you planning to take this? Is this an immediate requirement? (Okay. So aap kabhi plan kar rahe ho isko lene ka? Immediate requirement hai yeh?)\n[22s] CUSTOMER: What is the rate? No rate or anything has come in this and it automatically shows awaiting confirmation. (Rate kya hai? Rate vagera kuch isme aaya nahi hai aur apne aap awaiting confirmation aa gaya hai.)\n[26s] AGENT: No no no, don't worry. I will tell you. Currently, the rates are not showing on the website, sir. The rates will come from our end. I am speaking from the sales team of JSW One, from the Mumbai head office. So, payment terms for this two transaction will be 100% advance against PI. (No no no, don't worry. Main aapko bata dunga. Rate abhi filhaal website pe rates nahi aa rahe hai sir. Rates jo hai hamare end se aayenge. Main sales team se bol raha hu JSW One ke, from Mumbai head office. So payment terms for this two transaction will be 100% advance against PI.)\n[36s] CUSTOMER: But tell me the rate. (Lekin rate toh bataiye.)\n[36s] AGENT: I will tell you that. Can you tell me a little about your company, sir? Do you do purely trading or do you have some manufacturing? (Woh toh main bata dunga. Mereko aapki company ke baare mein thoda bata sakte ho sir aap? Aap purely trading karte ho ki kuch manufacturing hai aapka?)\n[41s] CUSTOMER: Trading.\n[42s] CUSTOMER: It's both trading and manufacturing. Manufacturing is small, trading is more. (Trading and manufacturing dono hai. Manufacturing chhota hai, trading zyada hai.)\n[45s] AGENT: Okay. Now where do you need this material? Where will the delivery be for now? (Achha. Abhi yeh material aapko kahan pe chahiye? Delivery kahan pe rahega abhi ka?)\n[48s] CUSTOMER: Ahmedabad.\n[49s] AGENT: Ahmedabad. Where in Ahmedabad exactly, sir? (Ahmedabad. Ahmedabad mein kahan pe sir exactly?)\n[50s] CUSTOMER: Changodar.\n[52s] AGENT: This address that you have given, Third Floor, Near HGC Hospital... (Yeh aapne jo address diya hua hai, Third Floor, Near HGC Hospital...)\n[54s] CUSTOMER: That is the office address. (Woh office address hai.)\n[56s] AGENT: Okay, this is your office address. So tell me your delivery address. Are you saying Jamnagar? (Achha yeh office address hai aapka. Toh mereko aapka delivery address batao na. Jamnagar bol rahe ho?)\n[59s] CUSTOMER: No no, Changodar. (Nahi nahi, Changodar.)\n[100s] AGENT: Changodar.\n[101s] CUSTOMER: Ahmedabad, Changodar, Ahmedabad.\n[102s] AGENT: In Changodar, in Ahmedabad. What will be the pincode? (Changodar mein Ahmedabad mein. Pincode kya rahega?)\n[104s] CUSTOMER: I'll have to check the pincode. 382210. (Pincode dekhna padega. 382210.)\n[106s] CUSTOMER: 382210.\n[108s] AGENT: 382210, correct? (382210, barabar?)\n[109s] CUSTOMER: 382210.\n[110s] AGENT: Okay. And the grade you mentioned, that is E250... you need E350 only, right? (Okay. Aur aapne grade jo bataya that is E250... E350 hi chahiye na aapko?)\n[114s] CUSTOMER: E350 will also work, E250 will also work. (E350 bhi chalega, E250 bhi chalega.)\n[116s] AGENT: It's not like that sir, there is a price difference between the two. E250, E3... (Aisa nahi hai sir, dono mein price difference rehta hai. E250, E3...)\n[118s] CUSTOMER: What's the difference? (Kitna farak hai?)\n[119s] AGENT: There is a difference of three rupees between the two. (Teen rupaye ka difference rehta hai dono mein.)\n[121s] CUSTOMER: Yes, so give 250. Give 250. (Haan toh 250 de dijiye. 250 dijiye.)\n[123s] AGENT: I should give 250? Okay. Alright, I will send you the quotation, sir. But the thing is, we will have to place its order today itself because the prices are valid for today. Our prices are changing everyday. Okay? (250 du? Okay. Theek hai, main quotation bhejta hu sir aapko. But kaisa hai iska order apne ko aaj hi karna padega kyunki prices aaj ke liye valid hai. Everyday price change ho raha hai apna. Okay?)\n[129s] CUSTOMER: Okay, no problem. (Theek hai, no problem.)\n[130s] AGENT: I'll get the quotation sent to you. Yes, speak. (Main bhijwata hu aapko quotation. Haan boliye.)\n[131s] CUSTOMER: This Helix One, will I get a contact number for it? Whose? (Yeh jo Helix One jo hai, uska koi contact number milega kiska?)\n[134s] AGENT: I am your contact number, sir. Before this, the material you have taken, which company did you take it from? (Main hi hu sir aapka contact number. Aap isse pehle aapne jo material liya hai, woh kaunse company ka lete the aap?)\n[138s] CUSTOMER: We are taking from all companies, none are left. (Hum toh saari company ka le rahe hai, koi baaki nahi hai.)\n[140s] AGENT: JSW, Tata, SAIL, any will do, right? (JSW, Tata, SAIL, koi bhi chalta na?)\n[142s] CUSTOMER: From all, from all, from all. (Sabhi se, sabhi se, sabhi se.)\n[143s] AGENT: Okay, alright, I understood. I will check and update you. (Achha, theek hai, samajh gaya main. Main check karta hu aapko update karta hu.)\n[145s] CUSTOMER: We need the rate, there's no problem with payment, we need the rate. (Humko rate chahiye, payment ka problem nahi hai, humko rate chahiye.)\n[148s] AGENT: I will give the rate, sir. What name did you say? (Main deta hu sir rate. Aapka naam kya bataya aapne?)\n[150s] CUSTOMER: Neel, Neel.\n[151s] AGENT: Huh? Sorry? (Haan? Sorry?)\n[152s] CUSTOMER: Neel, Neel.\n[153s] AGENT: Okay, Mr. Neel. Neel ji, I have currently called you from the system's number. After this call, I will WhatsApp you my official number. You save that number. Moving forward, if there is any query or any requirement... (Achha, Mr. Neel. Neel ji, maine aapko filhaal system ke number se phone kiya hai. Yeh call ke baad main aapko WhatsApp karta hu mera official number. Woh number save kar lo aap. Moving forward kuch bhi query rehta hai ya koi requirement...)\n[159s] CUSTOMER: But who looks after Jindal Helix? Who looks after it? I mean, its main marketing head, who is that? (Lekin jo Jindal Helix kaun dekhta hai? Dekhta kaun hai? Uska matlab main jo marketing head jo hai, woh kaun hai?)\n[164s] AGENT: Marketing head?\n[164s] CUSTOMER: Hmm.\n[165s] AGENT: That, that information I will check in the system once and tell you. For now, I am your account manager. (Woh, woh information main ek baar system mein check karke aapko batata hu. Filhaal aapka account manager main hu.)\n[169s] CUSTOMER: Yes, tell me that, because what happens is, if I want to take an agency, then I will have to talk to them, right? (Haan woh bataiye na, kyunki usse kya hai, agency leni ho toh phir inse baat karni padegi na?)\n[172s] AGENT: Do you need Helix for now or will any primary do? (Aapko abhi filhaal Helix chahiye ki koi bhi primary chalega?)\n[174s] CUSTOMER: Plate is different, I... pipe... Helix is only pipe, right? (Plate alag hai, main pipe... Helix mein toh pipe hi hai na?)\n[176s] AGENT: Yes yes, Helix has pipe. (Haan haan, Helix mein pipe hai.)\n[177s] CUSTOMER: Yes, we have given you an inquiry for plate. (Haan, aapko toh humne plate ki inquiry di hai.)\n[179s] AGENT: Okay. For now, the live requirement you have for plate, I will for that... (Theek hai. Main abhi filhaal apan jo live requirement hai aapki plate ki, woh main uske...)\n[181s] CUSTOMER: Where are you calling from? (Aap kahan se bol rahe hai?)\n[182s] AGENT: Mumbai head office.\n[183s] CUSTOMER: Okay, so this is JSW's office? (Achha, yeh matlab yeh JSW ki office?)\n[185s] AGENT: I am calling from JSW One's head office. (JSW One ke head office se bol raha hu.)\n[187s] CUSTOMER: Okay, correct. What name did you say? (Okay, barabar. Kya naam bataya aapne?)\n[188s] AGENT: Sudip Sonawane.\n[189s] CUSTOMER: Sudhir Sonawala?\n[190s] AGENT: Sonawane.\n[191s] CUSTOMER: Sorry?\n[192s] AGENT: Sudip Sonawane, sir. One second, I am sending you my card on WhatsApp. (Sudip Sonawane, sir. Ek second, main aapko na mera card bhej raha hu WhatsApp pe.)\n[194s] CUSTOMER: Yes, send the card then (Haan card bhejiye na toh)\n[196s] AGENT: One minute. It has come, it must have come, look. (Ek minute. Aa gaya, aa gaya rahega dekho.)\n[200s] CUSTOMER: My my number, you, did you get it? (Mera mera number aapne aapko mil gaya?)\n[202s] AGENT: This is the number, right? 9825802506. (Yehi number hai na? 9825802506.)\n[204s] CUSTOMER: 06.\n[205s] AGENT: Yes, 02506, correct. (Haan, 02506, correct.)\n[207s] CUSTOMER: Hmm.\n[208s] CUSTOMER: This is your number, 9321719944? (Yeh aapka number hai 9321719944?)\n[210s] AGENT: 9321719944, yes, correct. (9321719944, haan barabar.)\n[212s] CUSTOMER: This is your number, right? (Yeh aapka number hai na?)\n[212s] AGENT: Yes, it's my number. (Yes, mera number hai.)\n[213s] CUSTOMER: Okay, your name is Sudip. It's Sudip. (Achha, aapka naam hai Sudip naam hai. Sudip chhe.)\n[215s] CUSTOMER: Sudip Sonawane.\n[216s] AGENT: Yes, this is my business card, you must have received it by now. (Yes, yeh mera business card abhi aapko aa gaya rahega.)\n[219s] CUSTOMER: Okay ji.\n[220s] AGENT: Alright sir? I will send you the quotation for this plate order. You save this number, the one you got the WhatsApp from, okay? (Theek hai sir? Main yeh plate ka order aapko quotation bhejta hu. Yeh number save kar lo aap, jo WhatsApp aaya aapko, hai na?)\n[223s] CUSTOMER: Okay.\n[224s] AGENT: Okay sir, thank you.\n[225s] CUSTOMER: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\", \"Gujarati\"]", "turn_count": 92, "connected": 1, "audio_notes": "clear: Some office background noise is present but does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "92 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 9.0, "pitch_score_band": "green", "pitch_missed_steps": "[\"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When a customer is this focused on price, use our 'all-inclusive delivered price' USP to directly address their concern and differentiate our offer from a simple base price.", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, primarily a trader, placed an inquiry for ~6 MT of HR plates for delivery in Ahmedabad. The agent validated all details of the requirement and handled the customer's confusion about pricing on the platform. The customer was highly price-sensitive, and the call ended with the agent promising to send a quotation and his contact details, while creating urgency around daily price changes.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"And I see you have just now created a requirement for some HR material, sir.\", \"comment\": \"The agent correctly acknowledged the customer's action on the portal instead of starting from scratch.\"}, {\"step_id\": \"CL2\", \"result\": \"full\", \"questions_hit\": 5, \"evidence\": \"That is E250 BR, 5mm, 1500 by 3000. And the quantity is 34 numbers of sheets... So when are you planning to take this?... Now where do you need this material?\", \"comment\": \"The agent successfully revalidated all five required fields: product/grade, dimensions, quantity, timeline, and delivery location.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Do you do purely trading or do you have some manufacturing?... Before this, the material you have taken, which company did you take it from?\", \"comment\": \"The agent asked about the business type (end application) and current brands, but missed monthly tonnage, JSW share, and payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send you the quotation, sir. But the thing is, we will have to place its order today itself because the prices are valid for today.\", \"comment\": \"The agent committed to sending a price and created urgency by stating the price validity, which is an attempt to drive a quick closure.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Plate is different, I... pipe... Helix is only pipe, right?... For now, the live requirement you have for plate, I will for that...\", \"comment\": \"The agent correctly steered the conversation back to the plate requirement when the customer inquired about Helix pipes, avoiding an unnecessary pitch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is this focused on price, use our 'all-inclusive delivered price' USP to directly address their concern and differentiate our offer from a simple base price.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"why_call_used_app\", \"state\": \"handled\", \"evidence\": \"What is the rate? No rate or anything has come in this and it automatically shows awaiting confirmation.\", \"response\": \"Currently, the rates are not showing on the website, sir. The rates will come from our end. I am speaking from the sales team of JSW One...\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"We need the rate, there's no problem with payment, we need the rate.\", \"response\": \"I will send you the quotation, sir. But kaisa hai iska order apne ko aaj hi karna padega kyunki prices aaj ke liye valid hai.\"}], \"call_summary\": \"The customer, primarily a trader, placed an inquiry for ~6 MT of HR plates for delivery in Ahmedabad. The agent validated all details of the requirement and handled the customer's confusion about pricing on the platform. The customer was highly price-sensitive, and the call ended with the agent promising to send a quotation and his contact details, while creating urgency around daily price changes.\"}", "error": null, "latency_ms": 34224, "input_tokens": 6033, "output_tokens": 1008, "created_at": "2026-09-25 11:14:58", "sentiment": "neutral", "sentiment_score": 0.023, "sentiment_confidence": "high", "pos": 16, "neg": 14, "lex_hits": 28, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.637, "agent_talk_sec": 100.0, "customer_talk_sec": 56.9, "dead_air_sec": 165.1, "longest_monologue_sec": 9.2, "agent_wpm": 321.0, "interruptions": 0, "agent_turns": 44, "customer_turns": 48, "discovery_qs": 24, "words_agent": 535, "words_customer": 253, "monologue_heavy": 0, "turns": [ { "ucid": "21112178894568241", "idx": 0, "speaker": "customer", "start_s": 0.48, "end_s": 1.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178894568241", "idx": 1, "speaker": "agent", "start_s": 2.1, "end_s": 2.51, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178894568241", "idx": 2, "speaker": "customer", "start_s": 3.2, "end_s": 4.2, "text_en": "Hello, Ritesh speaking.", "text_native": "Hello, Ritesh bol raha hu." }, { "ucid": "21112178894568241", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 4.7, "text_en": "Yes, speak.", "text_native": "Haan boliye." }, { "ucid": "21112178894568241", "idx": 4, "speaker": "agent", "start_s": 4.9, "end_s": 6.8, "text_en": "Sir, Sudip speaking, from JSW One MSME.", "text_native": "Sir Sudip bol raha hu, JSW One MSME se." }, { "ucid": "21112178894568241", "idx": 5, "speaker": "customer", "start_s": 7.2, "end_s": 7.6, "text_en": "What?", "text_native": "Kya?" }, { "ucid": "21112178894568241", "idx": 6, "speaker": "agent", "start_s": 7.9, "end_s": 9.8, "text_en": "I'm calling from JSW One MSME sir, Jindal Steel.", "text_native": "JSW One MSME se bol raha hu sir, Jindal Steel." }, { "ucid": "21112178894568241", "idx": 7, "speaker": "customer", "start_s": 10.0, "end_s": 10.5, "text_en": "Yes, speak.", "text_native": "Haan boliye." }, { "ucid": "21112178894568241", "idx": 8, "speaker": "agent", "start_s": 10.8, "end_s": 18.8, "text_en": "Your company was registered on our portal, sir. And I see you have just now created a requirement for some HR material, sir. That is E250 BR, 5mm, 1500 by 3000. And the quantity is 34 numbers of sheets. Correct, sir?", "text_native": "Yeh aapka company registered hua tha sir hamare portal par. Aur main dekh raha hu aapne kuch abhi kuch HR material ka requirement banaya hai sir. That is E250 BR, 5mm, 1500 se 3000. And the quantity is 34 numbers of sheet. Correct sir?" }, { "ucid": "21112178894568241", "idx": 9, "speaker": "customer", "start_s": 19.0, "end_s": 19.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178894568241", "idx": 10, "speaker": "agent", "start_s": 19.8, "end_s": 22.0, "text_en": "Okay. So when are you planning to take this? Is this an immediate requirement?", "text_native": "Okay. So aap kabhi plan kar rahe ho isko lene ka? Immediate requirement hai yeh?" }, { "ucid": "21112178894568241", "idx": 11, "speaker": "customer", "start_s": 22.5, "end_s": 25.5, "text_en": "What is the rate? No rate or anything has come in this and it automatically shows awaiting confirmation.", "text_native": "Rate kya hai? Rate vagera kuch isme aaya nahi hai aur apne aap awaiting confirmation aa gaya hai." }, { "ucid": "21112178894568241", "idx": 12, "speaker": "agent", "start_s": 25.8, "end_s": 35.0, "text_en": "No no no, don't worry. I will tell you. Currently, the rates are not showing on the website, sir. The rates will come from our end. I am speaking from the sales team of JSW One, from the Mumbai head office. So, payment terms for this two transaction will be 100% advance against PI.", "text_native": "No no no, don't worry. Main aapko bata dunga. Rate abhi filhaal website pe rates nahi aa rahe hai sir. Rates jo hai hamare end se aayenge. Main sales team se bol raha hu JSW One ke, from Mumbai head office. So payment terms for this two transaction will be 100% advance against PI." }, { "ucid": "21112178894568241", "idx": 13, "speaker": "customer", "start_s": 35.5, "end_s": 36.2, "text_en": "But tell me the rate.", "text_native": "Lekin rate toh bataiye." }, { "ucid": "21112178894568241", "idx": 14, "speaker": "agent", "start_s": 36.5, "end_s": 41.0, "text_en": "I will tell you that. Can you tell me a little about your company, sir? Do you do purely trading or do you have some manufacturing?", "text_native": "Woh toh main bata dunga. Mereko aapki company ke baare mein thoda bata sakte ho sir aap? Aap purely trading karte ho ki kuch manufacturing hai aapka?" }, { "ucid": "21112178894568241", "idx": 15, "speaker": "customer", "start_s": 41.2, "end_s": 41.8, "text_en": "Trading.", "text_native": "Trading." }, { "ucid": "21112178894568241", "idx": 16, "speaker": "customer", "start_s": 42.0, "end_s": 44.5, "text_en": "It's both trading and manufacturing. Manufacturing is small, trading is more.", "text_native": "Trading and manufacturing dono hai. Manufacturing chhota hai, trading zyada hai." }, { "ucid": "21112178894568241", "idx": 17, "speaker": "agent", "start_s": 44.8, "end_s": 47.5, "text_en": "Okay. Now where do you need this material? Where will the delivery be for now?", "text_native": "Achha. Abhi yeh material aapko kahan pe chahiye? Delivery kahan pe rahega abhi ka?" }, { "ucid": "21112178894568241", "idx": 18, "speaker": "customer", "start_s": 47.8, "end_s": 48.5, "text_en": "Ahmedabad.", "text_native": "Ahmedabad." }, { "ucid": "21112178894568241", "idx": 19, "speaker": "agent", "start_s": 48.6, "end_s": 50.0, "text_en": "Ahmedabad. Where in Ahmedabad exactly, sir?", "text_native": "Ahmedabad. Ahmedabad mein kahan pe sir exactly?" }, { "ucid": "21112178894568241", "idx": 20, "speaker": "customer", "start_s": 50.5, "end_s": 51.5, "text_en": "Changodar.", "text_native": "Changodar." }, { "ucid": "21112178894568241", "idx": 21, "speaker": "agent", "start_s": 52.0, "end_s": 54.5, "text_en": "This address that you have given, Third Floor, Near HGC Hospital...", "text_native": "Yeh aapne jo address diya hua hai, Third Floor, Near HGC Hospital..." }, { "ucid": "21112178894568241", "idx": 22, "speaker": "customer", "start_s": 54.5, "end_s": 55.5, "text_en": "That is the office address.", "text_native": "Woh office address hai." }, { "ucid": "21112178894568241", "idx": 23, "speaker": "agent", "start_s": 55.8, "end_s": 58.5, "text_en": "Okay, this is your office address. So tell me your delivery address. Are you saying Jamnagar?", "text_native": "Achha yeh office address hai aapka. Toh mereko aapka delivery address batao na. Jamnagar bol rahe ho?" }, { "ucid": "21112178894568241", "idx": 24, "speaker": "customer", "start_s": 58.8, "end_s": 59.8, "text_en": "No no, Changodar.", "text_native": "Nahi nahi, Changodar." }, { "ucid": "21112178894568241", "idx": 25, "speaker": "agent", "start_s": 100.0, "end_s": 100.5, "text_en": "Changodar.", "text_native": "Changodar." }, { "ucid": "21112178894568241", "idx": 26, "speaker": "customer", "start_s": 100.8, "end_s": 102.0, "text_en": "Ahmedabad, Changodar, Ahmedabad.", "text_native": "Ahmedabad, Changodar, Ahmedabad." }, { "ucid": "21112178894568241", "idx": 27, "speaker": "agent", "start_s": 102.2, "end_s": 103.8, "text_en": "In Changodar, in Ahmedabad. What will be the pincode?", "text_native": "Changodar mein Ahmedabad mein. Pincode kya rahega?" }, { "ucid": "21112178894568241", "idx": 28, "speaker": "customer", "start_s": 104.2, "end_s": 106.0, "text_en": "I'll have to check the pincode. 382210.", "text_native": "Pincode dekhna padega. 382210." }, { "ucid": "21112178894568241", "idx": 29, "speaker": "customer", "start_s": 106.5, "end_s": 107.2, "text_en": "382210.", "text_native": "382210." }, { "ucid": "21112178894568241", "idx": 30, "speaker": "agent", "start_s": 107.5, "end_s": 108.8, "text_en": "382210, correct?", "text_native": "382210, barabar?" }, { "ucid": "21112178894568241", "idx": 31, "speaker": "customer", "start_s": 109.0, "end_s": 110.0, "text_en": "382210.", "text_native": "382210." }, { "ucid": "21112178894568241", "idx": 32, "speaker": "agent", "start_s": 110.2, "end_s": 113.5, "text_en": "Okay. And the grade you mentioned, that is E250... you need E350 only, right?", "text_native": "Okay. Aur aapne grade jo bataya that is E250... E350 hi chahiye na aapko?" }, { "ucid": "21112178894568241", "idx": 33, "speaker": "customer", "start_s": 114.0, "end_s": 115.8, "text_en": "E350 will also work, E250 will also work.", "text_native": "E350 bhi chalega, E250 bhi chalega." }, { "ucid": "21112178894568241", "idx": 34, "speaker": "agent", "start_s": 116.0, "end_s": 118.0, "text_en": "It's not like that sir, there is a price difference between the two. E250, E3...", "text_native": "Aisa nahi hai sir, dono mein price difference rehta hai. E250, E3..." }, { "ucid": "21112178894568241", "idx": 35, "speaker": "customer", "start_s": 118.2, "end_s": 118.8, "text_en": "What's the difference?", "text_native": "Kitna farak hai?" }, { "ucid": "21112178894568241", "idx": 36, "speaker": "agent", "start_s": 119.0, "end_s": 120.5, "text_en": "There is a difference of three rupees between the two.", "text_native": "Teen rupaye ka difference rehta hai dono mein." }, { "ucid": "21112178894568241", "idx": 37, "speaker": "customer", "start_s": 120.8, "end_s": 122.5, "text_en": "Yes, so give 250. Give 250.", "text_native": "Haan toh 250 de dijiye. 250 dijiye." }, { "ucid": "21112178894568241", "idx": 38, "speaker": "agent", "start_s": 122.8, "end_s": 128.5, "text_en": "I should give 250? Okay. Alright, I will send you the quotation, sir. But the thing is, we will have to place its order today itself because the prices are valid for today. Our prices are changing everyday. Okay?", "text_native": "250 du? Okay. Theek hai, main quotation bhejta hu sir aapko. But kaisa hai iska order apne ko aaj hi karna padega kyunki prices aaj ke liye valid hai. Everyday price change ho raha hai apna. Okay?" }, { "ucid": "21112178894568241", "idx": 39, "speaker": "customer", "start_s": 128.8, "end_s": 129.5, "text_en": "Okay, no problem.", "text_native": "Theek hai, no problem." }, { "ucid": "21112178894568241", "idx": 40, "speaker": "agent", "start_s": 129.8, "end_s": 131.0, "text_en": "I'll get the quotation sent to you. Yes, speak.", "text_native": "Main bhijwata hu aapko quotation. Haan boliye." }, { "ucid": "21112178894568241", "idx": 41, "speaker": "customer", "start_s": 131.2, "end_s": 133.5, "text_en": "This Helix One, will I get a contact number for it? Whose?", "text_native": "Yeh jo Helix One jo hai, uska koi contact number milega kiska?" }, { "ucid": "21112178894568241", "idx": 42, "speaker": "agent", "start_s": 133.8, "end_s": 138.0, "text_en": "I am your contact number, sir. Before this, the material you have taken, which company did you take it from?", "text_native": "Main hi hu sir aapka contact number. Aap isse pehle aapne jo material liya hai, woh kaunse company ka lete the aap?" }, { "ucid": "21112178894568241", "idx": 43, "speaker": "customer", "start_s": 138.5, "end_s": 140.0, "text_en": "We are taking from all companies, none are left.", "text_native": "Hum toh saari company ka le rahe hai, koi baaki nahi hai." }, { "ucid": "21112178894568241", "idx": 44, "speaker": "agent", "start_s": 140.2, "end_s": 141.5, "text_en": "JSW, Tata, SAIL, any will do, right?", "text_native": "JSW, Tata, SAIL, koi bhi chalta na?" }, { "ucid": "21112178894568241", "idx": 45, "speaker": "customer", "start_s": 141.8, "end_s": 142.8, "text_en": "From all, from all, from all.", "text_native": "Sabhi se, sabhi se, sabhi se." }, { "ucid": "21112178894568241", "idx": 46, "speaker": "agent", "start_s": 143.0, "end_s": 145.0, "text_en": "Okay, alright, I understood. I will check and update you.", "text_native": "Achha, theek hai, samajh gaya main. Main check karta hu aapko update karta hu." }, { "ucid": "21112178894568241", "idx": 47, "speaker": "customer", "start_s": 145.2, "end_s": 147.5, "text_en": "We need the rate, there's no problem with payment, we need the rate.", "text_native": "Humko rate chahiye, payment ka problem nahi hai, humko rate chahiye." }, { "ucid": "21112178894568241", "idx": 48, "speaker": "agent", "start_s": 147.8, "end_s": 149.5, "text_en": "I will give the rate, sir. What name did you say?", "text_native": "Main deta hu sir rate. Aapka naam kya bataya aapne?" }, { "ucid": "21112178894568241", "idx": 49, "speaker": "customer", "start_s": 149.8, "end_s": 150.8, "text_en": "Neel, Neel.", "text_native": "Neel, Neel." }, { "ucid": "21112178894568241", "idx": 50, "speaker": "agent", "start_s": 151.0, "end_s": 151.5, "text_en": "Huh? Sorry?", "text_native": "Haan? Sorry?" }, { "ucid": "21112178894568241", "idx": 51, "speaker": "customer", "start_s": 151.8, "end_s": 152.5, "text_en": "Neel, Neel.", "text_native": "Neel, Neel." }, { "ucid": "21112178894568241", "idx": 52, "speaker": "agent", "start_s": 152.8, "end_s": 159.0, "text_en": "Okay, Mr. Neel. Neel ji, I have currently called you from the system's number. After this call, I will WhatsApp you my official number. You save that number. Moving forward, if there is any query or any requirement...", "text_native": "Achha, Mr. Neel. Neel ji, maine aapko filhaal system ke number se phone kiya hai. Yeh call ke baad main aapko WhatsApp karta hu mera official number. Woh number save kar lo aap. Moving forward kuch bhi query rehta hai ya koi requirement..." }, { "ucid": "21112178894568241", "idx": 53, "speaker": "customer", "start_s": 159.2, "end_s": 163.0, "text_en": "But who looks after Jindal Helix? Who looks after it? I mean, its main marketing head, who is that?", "text_native": "Lekin jo Jindal Helix kaun dekhta hai? Dekhta kaun hai? Uska matlab main jo marketing head jo hai, woh kaun hai?" }, { "ucid": "21112178894568241", "idx": 54, "speaker": "agent", "start_s": 163.5, "end_s": 164.2, "text_en": "Marketing head?", "text_native": "Marketing head?" }, { "ucid": "21112178894568241", "idx": 55, "speaker": "customer", "start_s": 164.5, "end_s": 164.8, "text_en": "Hmm.", "text_native": "Hmm." }, { "ucid": "21112178894568241", "idx": 56, "speaker": "agent", "start_s": 165.0, "end_s": 168.5, "text_en": "That, that information I will check in the system once and tell you. For now, I am your account manager.", "text_native": "Woh, woh information main ek baar system mein check karke aapko batata hu. Filhaal aapka account manager main hu." }, { "ucid": "21112178894568241", "idx": 57, "speaker": "customer", "start_s": 168.8, "end_s": 171.5, "text_en": "Yes, tell me that, because what happens is, if I want to take an agency, then I will have to talk to them, right?", "text_native": "Haan woh bataiye na, kyunki usse kya hai, agency leni ho toh phir inse baat karni padegi na?" }, { "ucid": "21112178894568241", "idx": 58, "speaker": "agent", "start_s": 171.8, "end_s": 173.5, "text_en": "Do you need Helix for now or will any primary do?", "text_native": "Aapko abhi filhaal Helix chahiye ki koi bhi primary chalega?" }, { "ucid": "21112178894568241", "idx": 59, "speaker": "customer", "start_s": 173.8, "end_s": 175.8, "text_en": "Plate is different, I... pipe... Helix is only pipe, right?", "text_native": "Plate alag hai, main pipe... Helix mein toh pipe hi hai na?" }, { "ucid": "21112178894568241", "idx": 60, "speaker": "agent", "start_s": 176.0, "end_s": 177.0, "text_en": "Yes yes, Helix has pipe.", "text_native": "Haan haan, Helix mein pipe hai." }, { "ucid": "21112178894568241", "idx": 61, "speaker": "customer", "start_s": 177.2, "end_s": 178.5, "text_en": "Yes, we have given you an inquiry for plate.", "text_native": "Haan, aapko toh humne plate ki inquiry di hai." }, { "ucid": "21112178894568241", "idx": 62, "speaker": "agent", "start_s": 178.8, "end_s": 181.0, "text_en": "Okay. For now, the live requirement you have for plate, I will for that...", "text_native": "Theek hai. Main abhi filhaal apan jo live requirement hai aapki plate ki, woh main uske..." }, { "ucid": "21112178894568241", "idx": 63, "speaker": "customer", "start_s": 181.2, "end_s": 182.0, "text_en": "Where are you calling from?", "text_native": "Aap kahan se bol rahe hai?" }, { "ucid": "21112178894568241", "idx": 64, "speaker": "agent", "start_s": 182.2, "end_s": 183.0, "text_en": "Mumbai head office.", "text_native": "Mumbai head office." }, { "ucid": "21112178894568241", "idx": 65, "speaker": "customer", "start_s": 183.2, "end_s": 184.5, "text_en": "Okay, so this is JSW's office?", "text_native": "Achha, yeh matlab yeh JSW ki office?" }, { "ucid": "21112178894568241", "idx": 66, "speaker": "agent", "start_s": 184.8, "end_s": 186.5, "text_en": "I am calling from JSW One's head office.", "text_native": "JSW One ke head office se bol raha hu." }, { "ucid": "21112178894568241", "idx": 67, "speaker": "customer", "start_s": 186.8, "end_s": 188.0, "text_en": "Okay, correct. What name did you say?", "text_native": "Okay, barabar. Kya naam bataya aapne?" }, { "ucid": "21112178894568241", "idx": 68, "speaker": "agent", "start_s": 188.2, "end_s": 189.0, "text_en": "Sudip Sonawane.", "text_native": "Sudip Sonawane." }, { "ucid": "21112178894568241", "idx": 69, "speaker": "customer", "start_s": 189.2, "end_s": 190.0, "text_en": "Sudhir Sonawala?", "text_native": "Sudhir Sonawala?" }, { "ucid": "21112178894568241", "idx": 70, "speaker": "agent", "start_s": 190.2, "end_s": 190.8, "text_en": "Sonawane.", "text_native": "Sonawane." }, { "ucid": "21112178894568241", "idx": 71, "speaker": "customer", "start_s": 191.0, "end_s": 191.5, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178894568241", "idx": 72, "speaker": "agent", "start_s": 191.8, "end_s": 194.0, "text_en": "Sudip Sonawane, sir. One second, I am sending you my card on WhatsApp.", "text_native": "Sudip Sonawane, sir. Ek second, main aapko na mera card bhej raha hu WhatsApp pe." }, { "ucid": "21112178894568241", "idx": 73, "speaker": "customer", "start_s": 194.2, "end_s": 195.0, "text_en": "Yes, send the card then", "text_native": "Haan card bhejiye na toh" }, { "ucid": "21112178894568241", "idx": 74, "speaker": "agent", "start_s": 195.8, "end_s": 198.0, "text_en": "One minute. It has come, it must have come, look.", "text_native": "Ek minute. Aa gaya, aa gaya rahega dekho." }, { "ucid": "21112178894568241", "idx": 75, "speaker": "customer", "start_s": 200.0, "end_s": 201.5, "text_en": "My my number, you, did you get it?", "text_native": "Mera mera number aapne aapko mil gaya?" }, { "ucid": "21112178894568241", "idx": 76, "speaker": "agent", "start_s": 201.8, "end_s": 204.0, "text_en": "This is the number, right? 9825802506.", "text_native": "Yehi number hai na? 9825802506." }, { "ucid": "21112178894568241", "idx": 77, "speaker": "customer", "start_s": 204.2, "end_s": 204.8, "text_en": "06.", "text_native": "06." }, { "ucid": "21112178894568241", "idx": 78, "speaker": "agent", "start_s": 205.0, "end_s": 206.2, "text_en": "Yes, 02506, correct.", "text_native": "Haan, 02506, correct." }, { "ucid": "21112178894568241", "idx": 79, "speaker": "customer", "start_s": 206.8, "end_s": 207.0, "text_en": "Hmm.", "text_native": "Hmm." }, { "ucid": "21112178894568241", "idx": 80, "speaker": "customer", "start_s": 208.0, "end_s": 210.2, "text_en": "This is your number, 9321719944?", "text_native": "Yeh aapka number hai 9321719944?" }, { "ucid": "21112178894568241", "idx": 81, "speaker": "agent", "start_s": 210.2, "end_s": 211.5, "text_en": "9321719944, yes, correct.", "text_native": "9321719944, haan barabar." }, { "ucid": "21112178894568241", "idx": 82, "speaker": "customer", "start_s": 211.5, "end_s": 212.2, "text_en": "This is your number, right?", "text_native": "Yeh aapka number hai na?" }, { "ucid": "21112178894568241", "idx": 83, "speaker": "agent", "start_s": 212.5, "end_s": 213.0, "text_en": "Yes, it's my number.", "text_native": "Yes, mera number hai." }, { "ucid": "21112178894568241", "idx": 84, "speaker": "customer", "start_s": 213.2, "end_s": 214.8, "text_en": "Okay, your name is Sudip. It's Sudip.", "text_native": "Achha, aapka naam hai Sudip naam hai. Sudip chhe." }, { "ucid": "21112178894568241", "idx": 85, "speaker": "customer", "start_s": 215.2, "end_s": 216.2, "text_en": "Sudip Sonawane.", "text_native": "Sudip Sonawane." }, { "ucid": "21112178894568241", "idx": 86, "speaker": "agent", "start_s": 216.5, "end_s": 218.5, "text_en": "Yes, this is my business card, you must have received it by now.", "text_native": "Yes, yeh mera business card abhi aapko aa gaya rahega." }, { "ucid": "21112178894568241", "idx": 87, "speaker": "customer", "start_s": 218.8, "end_s": 219.2, "text_en": "Okay ji.", "text_native": "Okay ji." }, { "ucid": "21112178894568241", "idx": 88, "speaker": "agent", "start_s": 219.5, "end_s": 223.0, "text_en": "Alright sir? I will send you the quotation for this plate order. You save this number, the one you got the WhatsApp from, okay?", "text_native": "Theek hai sir? Main yeh plate ka order aapko quotation bhejta hu. Yeh number save kar lo aap, jo WhatsApp aaya aapko, hai na?" }, { "ucid": "21112178894568241", "idx": 89, "speaker": "customer", "start_s": 223.2, "end_s": 223.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178894568241", "idx": 90, "speaker": "agent", "start_s": 224.0, "end_s": 225.0, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." }, { "ucid": "21112178894568241", "idx": 91, "speaker": "customer", "start_s": 225.2, "end_s": 226.0, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178894568241", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "And I see you have just now created a requirement for some HR material, sir.", "comment": "The agent correctly acknowledged the customer's action on the portal instead of starting from scratch." }, { "ucid": "21112178894568241", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "full", "earned": 3.0, "questions_hit": 5, "evidence": "That is E250 BR, 5mm, 1500 by 3000. And the quantity is 34 numbers of sheets... So when are you planning to take this?... Now where do you need this material?", "comment": "The agent successfully revalidated all five required fields: product/grade, dimensions, quantity, timeline, and delivery location." }, { "ucid": "21112178894568241", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 2, "evidence": "Do you do purely trading or do you have some manufacturing?... Before this, the material you have taken, which company did you take it from?", "comment": "The agent asked about the business type (end application) and current brands, but missed monthly tonnage, JSW share, and payment terms." }, { "ucid": "21112178894568241", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will send you the quotation, sir. But the thing is, we will have to place its order today itself because the prices are valid for today.", "comment": "The agent committed to sending a price and created urgency by stating the price validity, which is an attempt to drive a quick closure." }, { "ucid": "21112178894568241", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Plate is different, I... pipe... Helix is only pipe, right?... For now, the live requirement you have for plate, I will for that...", "comment": "The agent correctly steered the conversation back to the plate requirement when the customer inquired about Helix pipes, avoiding an unnecessary pitch." } ], "objections": [ { "ucid": "21112178894568241", "obj_type": "why_call_used_app", "state": "handled", "evidence": "What is the rate? No rate or anything has come in this and it automatically shows awaiting confirmation.", "response": "Currently, the rates are not showing on the website, sir. The rates will come from our end. I am speaking from the sales team of JSW One..." }, { "ucid": "21112178894568241", "obj_type": "send_price_will_think", "state": "handled", "evidence": "We need the rate, there's no problem with payment, we need the rate.", "response": "I will send you the quotation, sir. But kaisa hai iska order apne ko aaj hi karna padega kyunki prices aaj ke liye valid hai." } ], "missed_steps": [ "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }