{ "ucid": "21112178901741041", "call_date": "2026-09-10", "start_time": "2026-09-10 10:46:50", "end_time": "2026-09-10 10:51:58", "duration_sec": 308, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf358261536fd7535002e925f448e5e99.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 422, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901741041__DIAf358261536fd7535002e925f448e5e99.mp3", "audio_bytes": 859680, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 286.56, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello, hello, Apex Industries?\n[2s] CUSTOMER: Yes?\n[2s] AGENT: Yeah, very good afternoon, good morning, Pradeep here from JSW One MSME. Regarding? Actually your company was registered on our portal, sir. And it was in, your company Apex Industries from Mumbai region was registered on our portal and it was in reference with the steel procurement. Just wanted to understand is there any live requirement in steel?\n[12s] CUSTOMER: Regarding what?\n[13s] AGENT: Regarding steel procurement, sir. I'm calling from JSW. Okay.\n[15s] CUSTOMER: Yeah, actually, yeah, ha. Do you have 32 mm sheets, plates?\n[18s] AGENT: 32 plates?\n[19s] CUSTOMER: 32, 32 mm plate. 32 mm thickness plate. MS plate. 32 mm thickness.\n[22s] AGENT: That is 3-0, correct?\n[23s] CUSTOMER: 32. I'm not, grade is grade 250. But the thickness, thickness 32.\n[27s] AGENT: I need to check, sir. How much is the quantity?\n[29s] CUSTOMER: See, if\n[32s] AGENT: Hello?\n[34s] AGENT: Hello?\n[34s] AGENT: Hello?\n[36s] AGENT: Oh yes sir, tell me.\n[37s] CUSTOMER: Hello?\n[38s] AGENT: Tell me sir, I'm listening.\n[38s] CUSTOMER: Yeah, requirement will be approximately 100 tons. If the order is finalized. So I wanted to if you can make 100, 32 mm thickness plates.\n[43s] AGENT: 32 mm thickness plate. And when you are planning to procure this?\n[46s] CUSTOMER: See, it's at a tender stage now. Probably maybe in next one, one and a half month.\n[50s] AGENT: So the thing is no, whenever we give the quote no, that quote is valid for only one day. Okay. So if it is a tender case which will be live in a month, then the given quote will be not valid sir for that period of time.\n[56s] CUSTOMER: Yeah, that time I wanted to know tentative prices if you are making, what is the size you are making? Can you customize the size for me if I have a 100 ton requirement?\n[61s] AGENT: What is the size? 32 mm is the thickness. What is the width and length?\n[64s] CUSTOMER: Uh, see, width, one minute, I'll just tell you. Length will be around 6 meters.\n[67s] AGENT: Length 6 meter, okay.\n[68s] CUSTOMER: And the width I'll tell you one minute.\n[73s] CUSTOMER: Around say 3.2 meters.\n[74s] AGENT: 3.2?\n[75s] CUSTOMER: Yeah. Or maybe 2.5. Uh.\n[76s] AGENT: This is, this is a non-standard width, sir. Normally not\n[78s] CUSTOMER: What you can do?\n[79s] AGENT: It will be\n[79s] CUSTOMER: 2 meters and 1.25 meters?\n[81s] AGENT: 1250, 1500, 2 meters.\n[82s] CUSTOMER: So 2 meters, 2 meters, so, see what I'll, you have 2500, right?\n[84s] AGENT: Yes, but the thing is, uh, for till 2000 JSW makes the material. Above 2000, we, we have onboarded multiple makes. For example, we can give you JSPL, SAIL or TATA.\n[90s] CUSTOMER: No, 2 meters is fine. 2 meters or 1250, that will be the combination. But my length is 6 meters. Can you give a 6 meters?\n[94s] AGENT: And what is the grade? E250 or E350?\n[96s] CUSTOMER: E250.\n[97s] AGENT: E250. Yeah, okay. Got it. Not an issue. You, your good name, sir?\n[100s] CUSTOMER: Khorakiwala.\n[100s] AGENT: Huh? Sorry?\n[101s] CUSTOMER: Khorakiwala. Khorakiwala. K H O R A K I W A L A. Khorakiwala.\n[104s] AGENT: Khorakiwala, okay. Mr. Khoraki, what I will do, I'll share my number to you on WhatsApp. At present I'm calling you from systems number. I need a inquiry in written format from you.\n[110s] CUSTOMER: Sorry?\n[112s] AGENT: Hello?\n[112s] CUSTOMER: Yeah.\n[112s] AGENT: You can put a mail or WhatsApp to me with proper sizes, delivery location, and when you are planning to procure this. So I can check with my plant team and update you on this.\n[118s] CUSTOMER: Okay, fine.\n[118s] AGENT: Payment terms will be 100% advance against PI.\n[120s] CUSTOMER: Okay.\n[120s] AGENT: So that is okay with you?\n[122s] CUSTOMER: Hmm. Can I make, take material in two lots?\n[124s] AGENT: So you need to place two orders.\n[126s] CUSTOMER: Yeah, maybe my base what she does because see, to store the 100 ton material, even I need the time to fabricate. I am using it to make some item.\n[130s] AGENT: What is the end application? What\n[132s] CUSTOMER: End will be, I'll be making some pipes out of it. Big pipes.\n[134s] AGENT: Big pipes manufacturing. Okay.\n[135s] CUSTOMER: Yeah.\n[136s] AGENT: Got it. Not an issue. Okay fine, Mr. Khorakiwala, I will share you the details on WhatsApp. Yeah. You please check with your team and let me know the delivery address and actual sizes which you are right now. Okay, fine. So let me check with my plant and then I will update you. Fine?\n[143s] CUSTOMER: Alright, sir.\n[144s] AGENT: Okay, okay, fine. Thank you so much.\n[146s] CUSTOMER: Thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 64, "connected": 1, "audio_notes": "clear: Some background noise typical of a call center, but both speakers are clearly audible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "64 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 3.5, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer has a specific need, capture the details as you did, but remember to also ask broader discovery questions to understand their full business potential.", "usp_relevance": "matched", "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": "spec_not_available", "supply_details": "Customer requested 3.2m width, but agent stated JSW only makes up to 2m width.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a manufacturer, inquired about a 100-ton requirement for 32mm thick MS plates for a future tender. The agent captured the technical specs and identified that the customer's desired width (3.2m) is a non-standard size that JSW cannot produce, though alternatives were discussed. The call ended with the agent asking the customer to send a formal inquiry to check possibilities with the plant.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Pradeep here from JSW One MSME... your company Apex Industries from Mumbai region was registered on our portal and it was in reference with the steel procurement.\", \"comment\": \"The agent correctly identified himself, the company, and the reason for the call based on the portal registration, meeting the intent of a warm opener.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"You, your good name, sir?\", \"comment\": \"Agent confirmed company/city from registration and asked for the customer's name, but did not explicitly verify the best contact number/email.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What is the end application?\", \"comment\": \"The agent got pulled into the specific requirement and only asked about end application and payment terms, failing to conduct broader discovery.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any of the platform's value propositions like transparent pricing, test certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"32 mm is the thickness. What is the width and length?\", \"comment\": \"The customer immediately stated a requirement, and the agent did a good job capturing the full specification (thickness, grade, quantity, dimensions).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a firm next step; the agent asked the customer to send an inquiry, which does not meet the criteria for a valid closure.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer has a specific need, capture the details as you did, but remember to also ask broader discovery questions to understand their full business potential.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer requested 3.2m width, but agent stated JSW only makes up to 2m width.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer, inquired about a 100-ton requirement for 32mm thick MS plates for a future tender. The agent captured the technical specs and identified that the customer's desired width (3.2m) is a non-standard size that JSW cannot produce, though alternatives were discussed. The call ended with the agent asking the customer to send a formal inquiry to check possibilities with the plant.\"}", "error": null, "latency_ms": 51031, "input_tokens": 4226, "output_tokens": 840, "created_at": "2026-09-25 11:11:33", "sentiment": "positive", "sentiment_score": 0.211, "sentiment_confidence": "high", "pos": 12, "neg": 5, "lex_hits": 16, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.551, "agent_talk_sec": 69.1, "customer_talk_sec": 56.4, "dead_air_sec": 182.5, "longest_monologue_sec": 9.1, "agent_wpm": 361.2, "interruptions": 0, "agent_turns": 33, "customer_turns": 31, "discovery_qs": 22, "words_agent": 416, "words_customer": 279, "monologue_heavy": 0, "turns": [ { "ucid": "21112178901741041", "idx": 0, "speaker": "agent", "start_s": 0.47, "end_s": 1.53, "text_en": "Hello, hello, Apex Industries?", "text_native": "Hello, hello, Apex Industries?" }, { "ucid": "21112178901741041", "idx": 1, "speaker": "customer", "start_s": 1.7, "end_s": 2.0, "text_en": "Yes?", "text_native": "Yes?" }, { "ucid": "21112178901741041", "idx": 2, "speaker": "agent", "start_s": 2.4, "end_s": 11.5, "text_en": "Yeah, very good afternoon, good morning, Pradeep here from JSW One MSME. Regarding? Actually your company was registered on our portal, sir. And it was in, your company Apex Industries from Mumbai region was registered on our portal and it was in reference with the steel procurement. Just wanted to understand is there any live requirement in steel?", "text_native": "Yeah, very good afternoon, good morning, Pradeep here from JSW One MSME. Regarding? Actually your company was registered on our portal, sir. And it was in, your company Apex Industries from Mumbai region was registered on our portal and it was in reference with the steel procurement. Just wanted to understand is there any live requirement in steel?" }, { "ucid": "21112178901741041", "idx": 3, "speaker": "customer", "start_s": 11.8, "end_s": 12.5, "text_en": "Regarding what?", "text_native": "Regarding what?" }, { "ucid": "21112178901741041", "idx": 4, "speaker": "agent", "start_s": 12.8, "end_s": 14.8, "text_en": "Regarding steel procurement, sir. I'm calling from JSW. Okay.", "text_native": "Regarding steel procurement, sir. I'm calling from JSW. Okay." }, { "ucid": "21112178901741041", "idx": 5, "speaker": "customer", "start_s": 15.2, "end_s": 17.8, "text_en": "Yeah, actually, yeah, ha. Do you have 32 mm sheets, plates?", "text_native": "Yeah, actually, yeah, ha. Do you have 32 mm sheets, plates?" }, { "ucid": "21112178901741041", "idx": 6, "speaker": "agent", "start_s": 18.0, "end_s": 18.6, "text_en": "32 plates?", "text_native": "32 plates?" }, { "ucid": "21112178901741041", "idx": 7, "speaker": "customer", "start_s": 18.7, "end_s": 22.0, "text_en": "32, 32 mm plate. 32 mm thickness plate. MS plate. 32 mm thickness.", "text_native": "32, 32 mm plate. 32 mm thickness plate. MS plate. 32 mm thickness." }, { "ucid": "21112178901741041", "idx": 8, "speaker": "agent", "start_s": 22.3, "end_s": 23.2, "text_en": "That is 3-0, correct?", "text_native": "That is 3-0, correct?" }, { "ucid": "21112178901741041", "idx": 9, "speaker": "customer", "start_s": 23.3, "end_s": 27.0, "text_en": "32. I'm not, grade is grade 250. But the thickness, thickness 32.", "text_native": "32. I'm not, grade is grade 250. But the thickness, thickness 32." }, { "ucid": "21112178901741041", "idx": 10, "speaker": "agent", "start_s": 27.0, "end_s": 28.5, "text_en": "I need to check, sir. How much is the quantity?", "text_native": "I need to check, sir. How much is the quantity?" }, { "ucid": "21112178901741041", "idx": 11, "speaker": "customer", "start_s": 28.8, "end_s": 29.5, "text_en": "See, if", "text_native": "See, if" }, { "ucid": "21112178901741041", "idx": 12, "speaker": "agent", "start_s": 31.8, "end_s": 32.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901741041", "idx": 13, "speaker": "agent", "start_s": 33.5, "end_s": 33.9, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901741041", "idx": 14, "speaker": "agent", "start_s": 34.5, "end_s": 35.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901741041", "idx": 15, "speaker": "agent", "start_s": 35.8, "end_s": 36.5, "text_en": "Oh yes sir, tell me.", "text_native": "Oh yes sir, tell me." }, { "ucid": "21112178901741041", "idx": 16, "speaker": "customer", "start_s": 36.8, "end_s": 37.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901741041", "idx": 17, "speaker": "agent", "start_s": 37.5, "end_s": 38.2, "text_en": "Tell me sir, I'm listening.", "text_native": "Tell me sir, I'm listening." }, { "ucid": "21112178901741041", "idx": 18, "speaker": "customer", "start_s": 38.4, "end_s": 43.0, "text_en": "Yeah, requirement will be approximately 100 tons. If the order is finalized. So I wanted to if you can make 100, 32 mm thickness plates.", "text_native": "Yeah, requirement will be approximately 100 tons. If the order is finalized. So I wanted to if you can make 100, 32 mm thickness plates." }, { "ucid": "21112178901741041", "idx": 19, "speaker": "agent", "start_s": 43.2, "end_s": 45.5, "text_en": "32 mm thickness plate. And when you are planning to procure this?", "text_native": "32 mm thickness plate. And when you are planning to procure this?" }, { "ucid": "21112178901741041", "idx": 20, "speaker": "customer", "start_s": 45.7, "end_s": 49.5, "text_en": "See, it's at a tender stage now. Probably maybe in next one, one and a half month.", "text_native": "See, it's at a tender stage now. Probably maybe in next one, one and a half month." }, { "ucid": "21112178901741041", "idx": 21, "speaker": "agent", "start_s": 49.8, "end_s": 56.5, "text_en": "So the thing is no, whenever we give the quote no, that quote is valid for only one day. Okay. So if it is a tender case which will be live in a month, then the given quote will be not valid sir for that period of time.", "text_native": "So the thing is no, whenever we give the quote no, that quote is valid for only one day. Okay. So if it is a tender case which will be live in a month, then the given quote will be not valid sir for that period of time." }, { "ucid": "21112178901741041", "idx": 22, "speaker": "customer", "start_s": 56.5, "end_s": 61.0, "text_en": "Yeah, that time I wanted to know tentative prices if you are making, what is the size you are making? Can you customize the size for me if I have a 100 ton requirement?", "text_native": "Yeah, that time I wanted to know tentative prices if you are making, what is the size you are making? Can you customize the size for me if I have a 100 ton requirement?" }, { "ucid": "21112178901741041", "idx": 23, "speaker": "agent", "start_s": 61.2, "end_s": 63.5, "text_en": "What is the size? 32 mm is the thickness. What is the width and length?", "text_native": "What is the size? 32 mm is the thickness. What is the width and length?" }, { "ucid": "21112178901741041", "idx": 24, "speaker": "customer", "start_s": 63.8, "end_s": 66.5, "text_en": "Uh, see, width, one minute, I'll just tell you. Length will be around 6 meters.", "text_native": "Uh, see, width, one minute, I'll just tell you. Length will be around 6 meters." }, { "ucid": "21112178901741041", "idx": 25, "speaker": "agent", "start_s": 66.8, "end_s": 67.5, "text_en": "Length 6 meter, okay.", "text_native": "Length 6 meter, okay." }, { "ucid": "21112178901741041", "idx": 26, "speaker": "customer", "start_s": 67.8, "end_s": 69.0, "text_en": "And the width I'll tell you one minute.", "text_native": "And the width I'll tell you one minute." }, { "ucid": "21112178901741041", "idx": 27, "speaker": "customer", "start_s": 73.0, "end_s": 74.2, "text_en": "Around say 3.2 meters.", "text_native": "Around say 3.2 meters." }, { "ucid": "21112178901741041", "idx": 28, "speaker": "agent", "start_s": 74.5, "end_s": 75.0, "text_en": "3.2?", "text_native": "3.2?" }, { "ucid": "21112178901741041", "idx": 29, "speaker": "customer", "start_s": 75.0, "end_s": 76.5, "text_en": "Yeah. Or maybe 2.5. Uh.", "text_native": "Yeah. Or maybe 2.5. Uh." }, { "ucid": "21112178901741041", "idx": 30, "speaker": "agent", "start_s": 76.5, "end_s": 78.0, "text_en": "This is, this is a non-standard width, sir. Normally not", "text_native": "This is, this is a non-standard width, sir. Normally not" }, { "ucid": "21112178901741041", "idx": 31, "speaker": "customer", "start_s": 78.0, "end_s": 78.8, "text_en": "What you can do?", "text_native": "What you can do?" }, { "ucid": "21112178901741041", "idx": 32, "speaker": "agent", "start_s": 78.8, "end_s": 79.2, "text_en": "It will be", "text_native": "It will be" }, { "ucid": "21112178901741041", "idx": 33, "speaker": "customer", "start_s": 79.2, "end_s": 80.5, "text_en": "2 meters and 1.25 meters?", "text_native": "2 meters and 1.25 meters?" }, { "ucid": "21112178901741041", "idx": 34, "speaker": "agent", "start_s": 80.8, "end_s": 82.5, "text_en": "1250, 1500, 2 meters.", "text_native": "1250, 1500, 2 meters." }, { "ucid": "21112178901741041", "idx": 35, "speaker": "customer", "start_s": 82.5, "end_s": 84.0, "text_en": "So 2 meters, 2 meters, so, see what I'll, you have 2500, right?", "text_native": "So 2 meters, 2 meters, so, see what I'll, you have 2500, right?" }, { "ucid": "21112178901741041", "idx": 36, "speaker": "agent", "start_s": 84.2, "end_s": 90.0, "text_en": "Yes, but the thing is, uh, for till 2000 JSW makes the material. Above 2000, we, we have onboarded multiple makes. For example, we can give you JSPL, SAIL or TATA.", "text_native": "Yes, but the thing is, uh, for till 2000 JSW makes the material. Above 2000, we, we have onboarded multiple makes. For example, we can give you JSPL, SAIL or TATA." }, { "ucid": "21112178901741041", "idx": 37, "speaker": "customer", "start_s": 90.0, "end_s": 94.0, "text_en": "No, 2 meters is fine. 2 meters or 1250, that will be the combination. But my length is 6 meters. Can you give a 6 meters?", "text_native": "No, 2 meters is fine. 2 meters or 1250, that will be the combination. But my length is 6 meters. Can you give a 6 meters?" }, { "ucid": "21112178901741041", "idx": 38, "speaker": "agent", "start_s": 94.2, "end_s": 95.8, "text_en": "And what is the grade? E250 or E350?", "text_native": "And what is the grade? E250 or E350?" }, { "ucid": "21112178901741041", "idx": 39, "speaker": "customer", "start_s": 96.0, "end_s": 96.5, "text_en": "E250.", "text_native": "E250." }, { "ucid": "21112178901741041", "idx": 40, "speaker": "agent", "start_s": 96.8, "end_s": 99.0, "text_en": "E250. Yeah, okay. Got it. Not an issue. You, your good name, sir?", "text_native": "E250. Yeah, okay. Got it. Not an issue. You, your good name, sir?" }, { "ucid": "21112178901741041", "idx": 41, "speaker": "customer", "start_s": 99.5, "end_s": 100.0, "text_en": "Khorakiwala.", "text_native": "Khorakiwala." }, { "ucid": "21112178901741041", "idx": 42, "speaker": "agent", "start_s": 100.2, "end_s": 100.6, "text_en": "Huh? Sorry?", "text_native": "Huh? Sorry?" }, { "ucid": "21112178901741041", "idx": 43, "speaker": "customer", "start_s": 100.8, "end_s": 104.0, "text_en": "Khorakiwala. Khorakiwala. K H O R A K I W A L A. Khorakiwala.", "text_native": "Khorakiwala. Khorakiwala. K H O R A K I W A L A. Khorakiwala." }, { "ucid": "21112178901741041", "idx": 44, "speaker": "agent", "start_s": 104.2, "end_s": 110.0, "text_en": "Khorakiwala, okay. Mr. Khoraki, what I will do, I'll share my number to you on WhatsApp. At present I'm calling you from systems number. I need a inquiry in written format from you.", "text_native": "Khorakiwala, okay. Mr. Khoraki, what I will do, I'll share my number to you on WhatsApp. At present I'm calling you from systems number. I need a inquiry in written format from you." }, { "ucid": "21112178901741041", "idx": 45, "speaker": "customer", "start_s": 110.2, "end_s": 110.8, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178901741041", "idx": 46, "speaker": "agent", "start_s": 111.8, "end_s": 112.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901741041", "idx": 47, "speaker": "customer", "start_s": 112.2, "end_s": 112.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178901741041", "idx": 48, "speaker": "agent", "start_s": 112.5, "end_s": 117.5, "text_en": "You can put a mail or WhatsApp to me with proper sizes, delivery location, and when you are planning to procure this. So I can check with my plant team and update you on this.", "text_native": "You can put a mail or WhatsApp to me with proper sizes, delivery location, and when you are planning to procure this. So I can check with my plant team and update you on this." }, { "ucid": "21112178901741041", "idx": 49, "speaker": "customer", "start_s": 117.5, "end_s": 118.0, "text_en": "Okay, fine.", "text_native": "Okay, fine." }, { "ucid": "21112178901741041", "idx": 50, "speaker": "agent", "start_s": 118.0, "end_s": 119.5, "text_en": "Payment terms will be 100% advance against PI.", "text_native": "Payment terms will be 100% advance against PI." }, { "ucid": "21112178901741041", "idx": 51, "speaker": "customer", "start_s": 119.8, "end_s": 120.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178901741041", "idx": 52, "speaker": "agent", "start_s": 120.5, "end_s": 121.2, "text_en": "So that is okay with you?", "text_native": "So that is okay with you?" }, { "ucid": "21112178901741041", "idx": 53, "speaker": "customer", "start_s": 121.8, "end_s": 124.0, "text_en": "Hmm. Can I make, take material in two lots?", "text_native": "Hmm. Can I make, take material in two lots?" }, { "ucid": "21112178901741041", "idx": 54, "speaker": "agent", "start_s": 124.5, "end_s": 125.5, "text_en": "So you need to place two orders.", "text_native": "So you need to place two orders." }, { "ucid": "21112178901741041", "idx": 55, "speaker": "customer", "start_s": 125.5, "end_s": 130.5, "text_en": "Yeah, maybe my base what she does because see, to store the 100 ton material, even I need the time to fabricate. I am using it to make some item.", "text_native": "Yeah, maybe my base what she does because see, to store the 100 ton material, even I need the time to fabricate. I am using it to make some item." }, { "ucid": "21112178901741041", "idx": 56, "speaker": "agent", "start_s": 130.5, "end_s": 131.5, "text_en": "What is the end application? What", "text_native": "What is the end application? What" }, { "ucid": "21112178901741041", "idx": 57, "speaker": "customer", "start_s": 131.5, "end_s": 134.0, "text_en": "End will be, I'll be making some pipes out of it. Big pipes.", "text_native": "End will be, I'll be making some pipes out of it. Big pipes." }, { "ucid": "21112178901741041", "idx": 58, "speaker": "agent", "start_s": 134.0, "end_s": 135.2, "text_en": "Big pipes manufacturing. Okay.", "text_native": "Big pipes manufacturing. Okay." }, { "ucid": "21112178901741041", "idx": 59, "speaker": "customer", "start_s": 135.2, "end_s": 135.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178901741041", "idx": 60, "speaker": "agent", "start_s": 136.0, "end_s": 143.0, "text_en": "Got it. Not an issue. Okay fine, Mr. Khorakiwala, I will share you the details on WhatsApp. Yeah. You please check with your team and let me know the delivery address and actual sizes which you are right now. Okay, fine. So let me check with my plant and then I will update you. Fine?", "text_native": "Got it. Not an issue. Okay fine, Mr. Khorakiwala, I will share you the details on WhatsApp. Yeah. You please check with your team and let me know the delivery address and actual sizes which you are right now. Okay, fine. So let me check with my plant and then I will update you. Fine?" }, { "ucid": "21112178901741041", "idx": 61, "speaker": "customer", "start_s": 143.2, "end_s": 143.8, "text_en": "Alright, sir.", "text_native": "Alright, sir." }, { "ucid": "21112178901741041", "idx": 62, "speaker": "agent", "start_s": 144.0, "end_s": 145.5, "text_en": "Okay, okay, fine. Thank you so much.", "text_native": "Okay, okay, fine. Thank you so much." }, { "ucid": "21112178901741041", "idx": 63, "speaker": "customer", "start_s": 145.5, "end_s": 146.5, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178901741041", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Pradeep here from JSW One MSME... your company Apex Industries from Mumbai region was registered on our portal and it was in reference with the steel procurement.", "comment": "The agent correctly identified himself, the company, and the reason for the call based on the portal registration, meeting the intent of a warm opener." }, { "ucid": "21112178901741041", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 3, "evidence": "You, your good name, sir?", "comment": "Agent confirmed company/city from registration and asked for the customer's name, but did not explicitly verify the best contact number/email." }, { "ucid": "21112178901741041", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "What is the end application?", "comment": "The agent got pulled into the specific requirement and only asked about end application and payment terms, failing to conduct broader discovery." }, { "ucid": "21112178901741041", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not explain any of the platform's value propositions like transparent pricing, test certificates, or stockyard availability." }, { "ucid": "21112178901741041", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "32 mm is the thickness. What is the width and length?", "comment": "The customer immediately stated a requirement, and the agent did a good job capturing the full specification (thickness, grade, quantity, dimensions)." }, { "ucid": "21112178901741041", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a firm next step; the agent asked the customer to send an inquiry, which does not meet the criteria for a valid closure." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }