{ "ucid": "21112178912541941", "call_date": "2026-09-11", "start_time": "2026-09-11 16:46:59", "end_time": "2026-09-11 16:49:29", "duration_sec": 150, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc36377221c2ab48b7c46720964f35e63.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 173, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912541941__DIAc36377221c2ab48b7c46720964f35e63.mp3", "audio_bytes": 395496, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 131.832, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Hello. (हॅलो.)\n[4s] AGENT: Yes. (हां जी.)\n[4s] CUSTOMER: Yes. (हां जी.)\n[5s] AGENT: Sir, I am calling from Kartik's side, from JSW One. (सर कार्तिक के वहां से बोल रहा हूं, JSW One से।)\n[7s] CUSTOMER: Yes sir? (हां सर?)\n[7s] AGENT: From JSW One. You've registered with Siddhi Vinayak Logistics, right? (JSW One से। You've registered with Siddhi Vinayak Logistics, na?)\n[10s] CUSTOMER: Yes sir, I am a transporter. I was looking for a transport base in this. (हां सर, मैं तो ट्रांसपोर्टर हूं। मैं तो ट्रांसपोर्ट का बेस देख रहा था इसमें।)\n[12s] AGENT: Oh okay, you were doing it for a transporter. (अच्छा अच्छा, ट्रांसपोर्टर के लिए कर रहे थे आप।)\n[14s] CUSTOMER: Hmm. (हम्म।)\n[15s] AGENT: No sir, it's just a steel platform, it's not for transporters. (नहीं सर, बस steel platform है, ये तो ट्रांसपोर्टर के लिए तो है नहीं।)\n[18s] CUSTOMER: Sir, will I get it from Ludhiana, will I get it from Ghaziabad? (सर लुधियाना से मिल जाएगा, गाजियाबाद से मिल जाएगा?)\n[19s] AGENT: From where to where? (कहां से कहां?)\n[20s] CUSTOMER: Ludhiana-Ghaziabad is my main line. (लुधियाना गाजियाबाद ज्यादा लाइन है मेरी।)\n[22s] AGENT: No, does your truck go from Ghaziabad to Ludhiana? (नहीं, गाजियाबाद से लुधियाना गाड़ी जाती है आपकी?)\n[24s] CUSTOMER: Yes, it comes back from Ludhiana too. (हां, लुधियाना से वापसी भी आती है।)\n[26s] AGENT: What rate do you charge for one coil? (क्या भाव लेते हो एक coil का?)\n[27s] CUSTOMER: For one coil sir, ours goes by weight. (एक coil का सर, वज़न के हिसाब से जाता है हमारा तो।)\n[29s] AGENT: One coil of 27 tons. (27 ton की एक coil.)\n[31s] CUSTOMER: Yes? (हां जी?)\n[31s] AGENT: It's a 27-ton coil. (27 ton की है एक coil.)\n[32s] CUSTOMER: 27 tons? Yes, yes. (27 ton की? हां जी, हां जी।)\n[34s] AGENT: For twenty-five thousand. (पच्चीस हज़ार में।)\n[35s] CUSTOMER: Yes sir? (हां जी सर?)\n[36s] AGENT: Twenty-five. (पच्चीस।)\n[37s] CUSTOMER: No, tell me otherwise, per ton? (नहीं, वैसे बताओ per ton?)\n[38s] AGENT: Okay, so it came to under one rupee, right? Whatever it is, nine hundred and eighty. (अच्छा, मतलब एक रुपये के नीचे आ गया ना, नौ सौ अस्सी जितना भी है।)\n[40s] CUSTOMER: Yes, yes, yes. (हां जी, हां जी, हां जी।)\n[41s] AGENT: Okay, yes, so my current transporter charges twenty-seven thousand. Meaning he charges one rupee for one of that. (अच्छा, हां तो मेरा जो अभी ट्रांसपोर्टर है वो सत्ताईस हज़ार लेता है। मतलब एक रुपया लेता है एक उसका।)\n[44s] CUSTOMER: Who is the transporter, sir? (कौन है ट्रांसपोर्टर सर?)\n[45s] AGENT: Uh, there is a guy. (अह, है एक बंदा।)\n[46s] CUSTOMER: Tell me the name, how can it be in Ghaziabad that I don't know him. (नाम तो बताओ गाजियाबाद में ऐसे कैसे हो ही नहीं सकता मैं जानता ना हूं।)\n[48s] AGENT: [laughter] Okay. And if we send a sheet, what will you charge? ([laughter] अच्छा। और sheet अगर भेजें तो क्या लोगे?)\n[50s] CUSTOMER: For sheets, sir, actually all are 40-ton trucks, we will club it with someone and send it. (Sheet में तो ना सर actually चालीस ton वाली गाड़ी होती है सारी, वो हम club करके किसी के साथ भेज देंगे।)\n[53s] AGENT: Okay okay, you send it by clubbing, right? No, I mean for sheets also that (अच्छा अच्छा, club करके भेज दो ना। नहीं तो मतलब sheet का भी वो)\n[55s] CUSTOMER: No, like you said twenty-five thousand, is this for the full truck? (नहीं जैसे आपने पच्चीस हज़ार बताया, ये पूरी गाड़ी का है?)\n[56s] AGENT: Yes. (हां जी।)\n[57s] CUSTOMER: In twenty-five thousand, one 40-ton truck, right? (पच्चीस हज़ार में एक चालीस ton की गाड़ी, है ना?)\n[59s] AGENT: Hmm. In that, you will get... your single coil will be lifted. (हम्म। उसमें आपको, आपकी single coil उठेगी।)\n[61s] CUSTOMER: Yes? (हां जी?)\n[61s] AGENT: The 27-ton coil that you have, right? (आपकी जो सत्ताईस ton की coil है ना?)\n[62s] CUSTOMER: Yes, yes. (हां हां।)\n[63s] AGENT: I will lift that single coil for you. (वो single coil उठा दूंगा आपकी।)\n[64s] CUSTOMER: Okay, you will lift that single coil, right. (अच्छा वो single coil उठा दोगे ना।)\n[66s] AGENT: Okay, okay, okay, okay. Okay fine, I'll, you know, prepare some order, then I'll tell you. (ठीक है, ठीक है, ठीक है, ठीक है। चलो ठीक है, मैं ना एक कुछ order बनाता हूं, फिर बताता हूं।)\n[69s] CUSTOMER: You have one, right? (एक है ना आपका?)\n[70s] AGENT: Hmm. (हम्म।)\n[70s] CUSTOMER: Okay, what name did you say, sir? (चलो, नाम क्या बताया सर?)\n[71s] AGENT: My name is Aman, sir. (मेरा अमन नाम है जी।)\n[72s] CUSTOMER: Okay, fine. Okay, I will let you know, sir, if something comes up. (अच्छा ठीक है। चलो मैं आपको बताता हूं सर कुछ होता है तो।)\n[74s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 52, "connected": 1, "audio_notes": "clear: The conversation is a role-reversal where the JSW agent is trying to procure transport services from a customer who registered as a transporter.", "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": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When you correctly identify a lead is not a steel buyer, politely disqualify them and end the call to save time, unless you have a clear secondary objective like sourcing a new logistics partner.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant who immediately identified as a transporter looking for freight business, not a steel buyer. The agent correctly identified the lead type and pivoted to ask about transport rates. The call ended without a clear next step for either steel sales or a logistics partnership.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from Kartik's side, from JSW One.\", \"comment\": \"The agent opened the call by introducing himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The step was not performed as the customer immediately identified as a transporter, not a steel buyer.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the lead was correctly identified as a transporter, not a steel procurement manager.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No sir, it's just a steel platform, it's not for transporters.\", \"comment\": \"The agent correctly explained the platform's purpose in response to the customer's misunderstanding.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No steel opportunity was identified as the customer is a transporter, not a steel buyer.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay fine, I'll, you know, prepare some order, then I'll tell you.\", \"comment\": \"The call ended with a vague, non-committal statement, not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When you correctly identify a lead is not a steel buyer, politely disqualify them and end the call to save time, unless you have a clear secondary objective like sourcing a new logistics partner.\", \"segment_detected\": \"wrong_product\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant who immediately identified as a transporter looking for freight business, not a steel buyer. The agent correctly identified the lead type and pivoted to ask about transport rates. The call ended without a clear next step for either steel sales or a logistics partnership.\"}", "error": null, "latency_ms": 33528, "input_tokens": 4235, "output_tokens": 731, "created_at": "2026-09-25 10:55:58", "sentiment": "positive", "sentiment_score": 0.223, "sentiment_confidence": "high", "pos": 5, "neg": 2, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.544, "agent_talk_sec": 34.1, "customer_talk_sec": 28.6, "dead_air_sec": 87.3, "longest_monologue_sec": 3.0, "agent_wpm": 348.4, "interruptions": 0, "agent_turns": 26, "customer_turns": 26, "discovery_qs": 8, "words_agent": 198, "words_customer": 166, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912541941", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.17, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178912541941", "idx": 1, "speaker": "agent", "start_s": 2.17, "end_s": 2.6, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178912541941", "idx": 2, "speaker": "customer", "start_s": 2.8, "end_s": 3.17, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178912541941", "idx": 3, "speaker": "agent", "start_s": 3.7, "end_s": 4.01, "text_en": "Yes.", "text_native": "हां जी." }, { "ucid": "21112178912541941", "idx": 4, "speaker": "customer", "start_s": 4.3, "end_s": 4.59, "text_en": "Yes.", "text_native": "हां जी." }, { "ucid": "21112178912541941", "idx": 5, "speaker": "agent", "start_s": 4.69, "end_s": 6.5, "text_en": "Sir, I am calling from Kartik's side, from JSW One.", "text_native": "सर कार्तिक के वहां से बोल रहा हूं, JSW One से।" }, { "ucid": "21112178912541941", "idx": 6, "speaker": "customer", "start_s": 6.7, "end_s": 7.1, "text_en": "Yes sir?", "text_native": "हां सर?" }, { "ucid": "21112178912541941", "idx": 7, "speaker": "agent", "start_s": 7.4, "end_s": 9.8, "text_en": "From JSW One. You've registered with Siddhi Vinayak Logistics, right?", "text_native": "JSW One से। You've registered with Siddhi Vinayak Logistics, na?" }, { "ucid": "21112178912541941", "idx": 8, "speaker": "customer", "start_s": 10.0, "end_s": 12.3, "text_en": "Yes sir, I am a transporter. I was looking for a transport base in this.", "text_native": "हां सर, मैं तो ट्रांसपोर्टर हूं। मैं तो ट्रांसपोर्ट का बेस देख रहा था इसमें।" }, { "ucid": "21112178912541941", "idx": 9, "speaker": "agent", "start_s": 12.3, "end_s": 14.0, "text_en": "Oh okay, you were doing it for a transporter.", "text_native": "अच्छा अच्छा, ट्रांसपोर्टर के लिए कर रहे थे आप।" }, { "ucid": "21112178912541941", "idx": 10, "speaker": "customer", "start_s": 14.3, "end_s": 14.5, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178912541941", "idx": 11, "speaker": "agent", "start_s": 15.1, "end_s": 17.2, "text_en": "No sir, it's just a steel platform, it's not for transporters.", "text_native": "नहीं सर, बस steel platform है, ये तो ट्रांसपोर्टर के लिए तो है नहीं।" }, { "ucid": "21112178912541941", "idx": 12, "speaker": "customer", "start_s": 17.6, "end_s": 19.2, "text_en": "Sir, will I get it from Ludhiana, will I get it from Ghaziabad?", "text_native": "सर लुधियाना से मिल जाएगा, गाजियाबाद से मिल जाएगा?" }, { "ucid": "21112178912541941", "idx": 13, "speaker": "agent", "start_s": 19.2, "end_s": 20.0, "text_en": "From where to where?", "text_native": "कहां से कहां?" }, { "ucid": "21112178912541941", "idx": 14, "speaker": "customer", "start_s": 20.3, "end_s": 21.6, "text_en": "Ludhiana-Ghaziabad is my main line.", "text_native": "लुधियाना गाजियाबाद ज्यादा लाइन है मेरी।" }, { "ucid": "21112178912541941", "idx": 15, "speaker": "agent", "start_s": 22.2, "end_s": 24.0, "text_en": "No, does your truck go from Ghaziabad to Ludhiana?", "text_native": "नहीं, गाजियाबाद से लुधियाना गाड़ी जाती है आपकी?" }, { "ucid": "21112178912541941", "idx": 16, "speaker": "customer", "start_s": 24.2, "end_s": 25.6, "text_en": "Yes, it comes back from Ludhiana too.", "text_native": "हां, लुधियाना से वापसी भी आती है।" }, { "ucid": "21112178912541941", "idx": 17, "speaker": "agent", "start_s": 25.9, "end_s": 27.1, "text_en": "What rate do you charge for one coil?", "text_native": "क्या भाव लेते हो एक coil का?" }, { "ucid": "21112178912541941", "idx": 18, "speaker": "customer", "start_s": 27.4, "end_s": 29.1, "text_en": "For one coil sir, ours goes by weight.", "text_native": "एक coil का सर, वज़न के हिसाब से जाता है हमारा तो।" }, { "ucid": "21112178912541941", "idx": 19, "speaker": "agent", "start_s": 29.1, "end_s": 30.3, "text_en": "One coil of 27 tons.", "text_native": "27 ton की एक coil." }, { "ucid": "21112178912541941", "idx": 20, "speaker": "customer", "start_s": 30.7, "end_s": 31.0, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178912541941", "idx": 21, "speaker": "agent", "start_s": 31.3, "end_s": 32.3, "text_en": "It's a 27-ton coil.", "text_native": "27 ton की है एक coil." }, { "ucid": "21112178912541941", "idx": 22, "speaker": "customer", "start_s": 32.3, "end_s": 34.0, "text_en": "27 tons? Yes, yes.", "text_native": "27 ton की? हां जी, हां जी।" }, { "ucid": "21112178912541941", "idx": 23, "speaker": "agent", "start_s": 34.0, "end_s": 34.8, "text_en": "For twenty-five thousand.", "text_native": "पच्चीस हज़ार में।" }, { "ucid": "21112178912541941", "idx": 24, "speaker": "customer", "start_s": 34.8, "end_s": 35.4, "text_en": "Yes sir?", "text_native": "हां जी सर?" }, { "ucid": "21112178912541941", "idx": 25, "speaker": "agent", "start_s": 35.7, "end_s": 36.1, "text_en": "Twenty-five.", "text_native": "पच्चीस।" }, { "ucid": "21112178912541941", "idx": 26, "speaker": "customer", "start_s": 36.6, "end_s": 37.4, "text_en": "No, tell me otherwise, per ton?", "text_native": "नहीं, वैसे बताओ per ton?" }, { "ucid": "21112178912541941", "idx": 27, "speaker": "agent", "start_s": 37.5, "end_s": 39.5, "text_en": "Okay, so it came to under one rupee, right? Whatever it is, nine hundred and eighty.", "text_native": "अच्छा, मतलब एक रुपये के नीचे आ गया ना, नौ सौ अस्सी जितना भी है।" }, { "ucid": "21112178912541941", "idx": 28, "speaker": "customer", "start_s": 39.5, "end_s": 40.3, "text_en": "Yes, yes, yes.", "text_native": "हां जी, हां जी, हां जी।" }, { "ucid": "21112178912541941", "idx": 29, "speaker": "agent", "start_s": 40.7, "end_s": 43.6, "text_en": "Okay, yes, so my current transporter charges twenty-seven thousand. Meaning he charges one rupee for one of that.", "text_native": "अच्छा, हां तो मेरा जो अभी ट्रांसपोर्टर है वो सत्ताईस हज़ार लेता है। मतलब एक रुपया लेता है एक उसका।" }, { "ucid": "21112178912541941", "idx": 30, "speaker": "customer", "start_s": 43.7, "end_s": 44.6, "text_en": "Who is the transporter, sir?", "text_native": "कौन है ट्रांसपोर्टर सर?" }, { "ucid": "21112178912541941", "idx": 31, "speaker": "agent", "start_s": 44.9, "end_s": 45.8, "text_en": "Uh, there is a guy.", "text_native": "अह, है एक बंदा।" }, { "ucid": "21112178912541941", "idx": 32, "speaker": "customer", "start_s": 46.1, "end_s": 48.2, "text_en": "Tell me the name, how can it be in Ghaziabad that I don't know him.", "text_native": "नाम तो बताओ गाजियाबाद में ऐसे कैसे हो ही नहीं सकता मैं जानता ना हूं।" }, { "ucid": "21112178912541941", "idx": 33, "speaker": "agent", "start_s": 48.2, "end_s": 50.0, "text_en": "[laughter] Okay. And if we send a sheet, what will you charge?", "text_native": "[laughter] अच्छा। और sheet अगर भेजें तो क्या लोगे?" }, { "ucid": "21112178912541941", "idx": 34, "speaker": "customer", "start_s": 50.0, "end_s": 52.9, "text_en": "For sheets, sir, actually all are 40-ton trucks, we will club it with someone and send it.", "text_native": "Sheet में तो ना सर actually चालीस ton वाली गाड़ी होती है सारी, वो हम club करके किसी के साथ भेज देंगे।" }, { "ucid": "21112178912541941", "idx": 35, "speaker": "agent", "start_s": 52.9, "end_s": 54.9, "text_en": "Okay okay, you send it by clubbing, right? No, I mean for sheets also that", "text_native": "अच्छा अच्छा, club करके भेज दो ना। नहीं तो मतलब sheet का भी वो" }, { "ucid": "21112178912541941", "idx": 36, "speaker": "customer", "start_s": 54.9, "end_s": 56.4, "text_en": "No, like you said twenty-five thousand, is this for the full truck?", "text_native": "नहीं जैसे आपने पच्चीस हज़ार बताया, ये पूरी गाड़ी का है?" }, { "ucid": "21112178912541941", "idx": 37, "speaker": "agent", "start_s": 56.4, "end_s": 56.8, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912541941", "idx": 38, "speaker": "customer", "start_s": 57.1, "end_s": 58.7, "text_en": "In twenty-five thousand, one 40-ton truck, right?", "text_native": "पच्चीस हज़ार में एक चालीस ton की गाड़ी, है ना?" }, { "ucid": "21112178912541941", "idx": 39, "speaker": "agent", "start_s": 59.1, "end_s": 60.7, "text_en": "Hmm. In that, you will get... your single coil will be lifted.", "text_native": "हम्म। उसमें आपको, आपकी single coil उठेगी।" }, { "ucid": "21112178912541941", "idx": 40, "speaker": "customer", "start_s": 60.7, "end_s": 61.1, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178912541941", "idx": 41, "speaker": "agent", "start_s": 61.4, "end_s": 62.5, "text_en": "The 27-ton coil that you have, right?", "text_native": "आपकी जो सत्ताईस ton की coil है ना?" }, { "ucid": "21112178912541941", "idx": 42, "speaker": "customer", "start_s": 62.5, "end_s": 62.9, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178912541941", "idx": 43, "speaker": "agent", "start_s": 63.4, "end_s": 64.4, "text_en": "I will lift that single coil for you.", "text_native": "वो single coil उठा दूंगा आपकी।" }, { "ucid": "21112178912541941", "idx": 44, "speaker": "customer", "start_s": 64.4, "end_s": 65.5, "text_en": "Okay, you will lift that single coil, right.", "text_native": "अच्छा वो single coil उठा दोगे ना।" }, { "ucid": "21112178912541941", "idx": 45, "speaker": "agent", "start_s": 65.8, "end_s": 68.8, "text_en": "Okay, okay, okay, okay. Okay fine, I'll, you know, prepare some order, then I'll tell you.", "text_native": "ठीक है, ठीक है, ठीक है, ठीक है। चलो ठीक है, मैं ना एक कुछ order बनाता हूं, फिर बताता हूं।" }, { "ucid": "21112178912541941", "idx": 46, "speaker": "customer", "start_s": 68.8, "end_s": 69.5, "text_en": "You have one, right?", "text_native": "एक है ना आपका?" }, { "ucid": "21112178912541941", "idx": 47, "speaker": "agent", "start_s": 69.8, "end_s": 70.0, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178912541941", "idx": 48, "speaker": "customer", "start_s": 70.5, "end_s": 71.2, "text_en": "Okay, what name did you say, sir?", "text_native": "चलो, नाम क्या बताया सर?" }, { "ucid": "21112178912541941", "idx": 49, "speaker": "agent", "start_s": 71.3, "end_s": 72.2, "text_en": "My name is Aman, sir.", "text_native": "मेरा अमन नाम है जी।" }, { "ucid": "21112178912541941", "idx": 50, "speaker": "customer", "start_s": 72.2, "end_s": 74.2, "text_en": "Okay, fine. Okay, I will let you know, sir, if something comes up.", "text_native": "अच्छा ठीक है। चलो मैं आपको बताता हूं सर कुछ होता है तो।" }, { "ucid": "21112178912541941", "idx": 51, "speaker": "agent", "start_s": 74.2, "end_s": 74.6, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178912541941", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I am calling from Kartik's side, from JSW One.", "comment": "The agent opened the call by introducing himself and the company." }, { "ucid": "21112178912541941", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The step was not performed as the customer immediately identified as a transporter, not a steel buyer." }, { "ucid": "21112178912541941", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked as the lead was correctly identified as a transporter, not a steel procurement manager." }, { "ucid": "21112178912541941", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "No sir, it's just a steel platform, it's not for transporters.", "comment": "The agent correctly explained the platform's purpose in response to the customer's misunderstanding." }, { "ucid": "21112178912541941", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No steel opportunity was identified as the customer is a transporter, not a steel buyer." }, { "ucid": "21112178912541941", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay fine, I'll, you know, prepare some order, then I'll tell you.", "comment": "The call ended with a vague, non-committal statement, not one of the three required closure outcomes." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }