{ "ucid": "21112178912793831", "call_date": "2026-09-11", "start_time": "2026-09-11 17:28:58", "end_time": "2026-09-11 17:33:55", "duration_sec": 297, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1bba81325352833abdedab2d9784cc9a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 161, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912793831__DIA1bba81325352833abdedab2d9784cc9a.mp3", "audio_bytes": 838080, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 279.36, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (हलो।)\n[8s] CUSTOMER: Hello. (हलो।)\n[9s] AGENT: Hello sir, can you hear me? (हलो सर, आवाज़ आ रही है?)\n[10s] CUSTOMER: Yes. (हां जी।)\n[11s] AGENT: This is Kartik speaking from JSW One, sir. (कार्तिक बात कर रहा था सर JSW One से।)\n[13s] CUSTOMER: Yes? (हां जी?)\n[14s] AGENT: Uh sir, I was calling from JSW. Do you have any requirement in the flat steel industry right now, in HR etc.? (अह सर JSW से बात कर रहा था। अभी flat steel industry में कुछ requirement रहेगी अभी आपकी HR वगेरा में?)\n[17s] CUSTOMER: No, not in HR, sir. We have requirements for TMT. (नहीं HR में तो नहीं है सर, हमारी TMT में रहती है।)\n[19s] AGENT: TMT?\n[20s] CUSTOMER: Yes. (हां जी।)\n[21s] AGENT: Okay, is your work in construction? (अच्छा, क्या ये कंस्ट्रक्शन का काम है आपका?)\n[22s] CUSTOMER: Sir, we are traders. (सर हम लोग ट्रेडर हैं जी।)\n[23s] AGENT: Okay, you do trading in TMT, right? (अच्छा, ट्रेडिंग करते TMT में ना?)\n[25s] CUSTOMER: Yes. (हां जी।)\n[25s] AGENT: Okay. Sir, see, if you take JSW, they don't give it for stocking like that. If your end customer has a requirement at the site, we can get it sent that way. (ठीक है। सर देखो JSW लोगे तो वो तो मतलब ऐसे stock करने के लिए नहीं देते हैं। Site पे अगर आपके end customer की requirement हो तो वैसे भिजवा देंगे।)\n[30s] CUSTOMER: Yes, you can do that, we have no problem. (हां, ऐसा कर लिया करो, हमें कोई problem नहीं है।)\n[32s] AGENT: Okay, you don't, right? Okay, if you have any requirement right now, send it. I have sent you a WhatsApp. (अच्छा, नहीं है ना? ठीक है, अभी अभी कुछ requirement हो तो डाल देना, मैंने WhatsApp कर दिया है आपको।)\n[34s] CUSTOMER: Where will the delivery be from? (Delivery कहां से मिलेगी?)\n[36s] AGENT: Delivery, sir, you will get it, umm, from NCR as far as I know. (Delivery सर ये मिलेगी, umm, NCR से ही मिलेगी जहां तक है।)\n[38s] CUSTOMER: Yes? (हां जी?)\n[39s] AGENT: I said sir, it will be dispatched from NCR, Faridabad or Ghaziabad. (मैंने कहा सर NCR से ही निकलेगी, फरीदाबाद या गाजियाबाद।)\n[40s] CUSTOMER: Yes, from NCR? (जी, NCR से?)\n[41s] AGENT: Yes, yes. (हां हां।)\n[42s] CUSTOMER: Yes. (हां जी।)\n[44s] AGENT: Yes, yes. (हां जी, हां जी।)\n[44s] CUSTOMER: So what are your payment terms? (तो payment terms क्या हैं आपकी?)\n[45s] AGENT: Payment terms sir, for now, the first order is in advance. Then after one order, when it starts, the company also gives credit. (Payment terms सर अभी अपना पहला order की advance में है। फिर एक order के बाद में जब start हो जाता है, फिर credit भी देती है कंपनी।)\n[50s] CUSTOMER: Do you do on-invoicing, sir? (On-invoicing कर लेते हैं सर आप?)\n[53s] CUSTOMER: Hello? (हलो?)\n[53s] AGENT: Yes sir? (हां जी सर?)\n[54s] AGENT: Hello? (हलो?)\n[54s] CUSTOMER: On-invoicing, sir, against invoicing. (On-invoicing, सर, against invoicing.)\n[56s] AGENT: Against invoicing?\n[56s] CUSTOMER: Yes. (हां जी।)\n[57s] AGENT: No no sir, it's against PI. (नहीं नहीं सर, against PI है।)\n[58s] CUSTOMER: No, against invoicing sir, you get the vehicle loaded, dispatch the vehicle later, take the money first. (नहीं, against invoicing सर, आप गाड़ी load कराओ, गाड़ी बाद में निकालना, पहले पैसे ले लेना।)\n[61s] AGENT: That, sir, means the order is confirmed only after the payment comes, right? Then the vehicle is arranged, then we load it like that. (वो तो सर मतलब order confirm ही payment आने के बाद होता है ना। फिर गाड़ी लगती है, फिर ऐसे अपन load करते हैं।)\n[64s] CUSTOMER: No, I will give you some advance. (नहीं मैं कुछ advance दे दूंगा आपको।)\n[66s] AGENT: Yes? Yes, give some advance, it can be done from there. (हां जी? हां, कुछ advance दे दो, वहां से हो जाएगा।)\n[67s] CUSTOMER: I will give an advance, for example if the vehicle load is worth 25 lakhs, then you take 2-4 lakh rupees as advance, the rest on-invoicing when it's loaded, make the bill, the rest of the payment will be immediate. (Advance दे दूंगा, जैसे गाड़ी अगर पच्चीस लाख की गाड़ी बनती है, तो दो-चार लाख रुपए advance ले लिया, बाकी on-invoicing जब load हो जाएगी, बिल बना दो, बाकी payment immediate हो जाएगी आपकी।)\n[73s] AGENT: Okay, okay. Yes, we can do it that way, that we take the order on advance, then before dispatch the rest of the material... (ठीक है, ठीक है। हां तो वैसे कर लेते हैं कि advance पे order ले लिया, फिर dispatch से पहले बाकी material...)\n[75s] CUSTOMER: Yes yes, before dispatch sir, before dispatch. (हां हां, before dispatch सर, before dispatch.)\n[77s] AGENT: Okay, okay. (ठीक है, ठीक है।)\n[78s] CUSTOMER: Yes. (हां।)\n[78s] AGENT: Well, that can be done. If a requirement comes up now, then let me know, sir. (चलो वो तो हो जाता है। अभी requirement बने तो बताना सर आप फिर।)\n[80s] CUSTOMER: Yes. I will... you give me your number, I don't have the number of anyone from JSW. (हां। मैं आपको, आप ना मुझे अपना नंबर दो, मेरे पास ना नंबर नहीं है किसी JSW वाले का।)\n[83s] AGENT: Okay. I have sent a WhatsApp, look, from my personal number. (अच्छा। मैंने ना WhatsApp डाल दिया देखो आपको, अपने personal number से।)\n[85s] CUSTOMER: Okay. So where are you calling from? (ठीक है। तो आप अपना कहां से बात कर रहे हैं?)\n[86s] AGENT: I am calling from the Mumbai office, sir. (मैं तो Mumbai office से बात कर रहा हूं सर।)\n[88s] CUSTOMER: From the Mumbai office. Okay, I'll save your number. (Mumbai office से। ठीक है, मैं save कर लेता हूं आपको।)\n[90s] AGENT: Okay. See, I have also mentioned my mail ID. (ठीक है। देखो मेरा mail ID भी mention कर दिया।)\n[91s] CUSTOMER: So you also have Neo Steel? (तो Neo Steel भी होता है आपके पास?)\n[92s] AGENT: Yes, Neo Steel 1 TMT is also there. (हां, Neo Steel 1 TMT भी है।)\n[93s] CUSTOMER: So there is also a requirement for Neo Steel, how will you do that? (तो Neo Steel की भी requirement रहती है, उसका कैसे करेंगे आप?)\n[96s] AGENT: We'll get that for you as well. (वो भी दिलवा देंगे आपको।)\n[97s] CUSTOMER: So for us... (तो हमें तो...)\n[97s] AGENT: Meaning, if you need 1 TMT, then that will have to be dispatched from some rolling plant, right? (मतलब 1 TMT अगर चाहिए, तो वो तो किसी rolling plant से निकालना पड़ेगा, है ना?)\n[100s] CUSTOMER: Yes. Where is it made at your end, is the material made in a rolling plant here? (हां। आपके कहां बनता है, यहां rolling plant में बनता है material?)\n[102s] AGENT: Yes, the material is made. Now, there are many plants for Neo Steel, I'll have to see exactly where they are in the north. (ये हां, material बनता है ना। अभी Neo Steel के काफी plant हैं, वो देखने पड़ेंगे exactly north में किधर हैं।)\n[106s] CUSTOMER: Okay. So no, where is your JSW One available? (Okay. तो नहीं, JSW One कहां पे मिलता है आपका?)\n[108s] AGENT: One, sir, I'll have to check. I had seen, there are 12-15 places somewhere. (One सर, देखना ही पड़ेगा। देखे थे मैंने, बारह-पंद्रह जगह हैं कहीं।)\n[110s] CUSTOMER: Because we are based in Ludhiana. We are based in Ludhiana. (क्योंकि हम तो लुधियाना बैठते हैं। हम तो लुधियाना में बैठते हैं।)\n[112s] AGENT: Yes, yes. (हां हां।)\n[113s] CUSTOMER: If we need it in Ludhiana, where will you dispatch it from? (अगर हमें लुधियाना चाहिए तो आप कहां से dispatch कराओगे?)\n[115s] AGENT: It will be from somewhere in the North. There is one in Jaipur, anyway. (North में ही होगा कहीं से। जयपुर में है एक तो खैर।)\n[117s] CUSTOMER: Yes. (हां जी।)\n[117s] AGENT: And where else in the north... Sir, I'll tell you, sir, I'll check and tell you from where we'll dispatch for Ludhiana. (और north में किधर है... सर बताता हूं सर, वो तो देख के मैं, लुधियाना के लिए कहां से करेंगे dispatch.)\n[121s] CUSTOMER: Yes, tell me. (हां, बताइए।)\n[121s] AGENT: We keep Neo Steel in NCR, meaning in retail. If you want to get one vehicle load dispatched, we can get it dispatched from the plant as well. (Neo Steel हम लोग NCR में रखते हैं, मतलब retail में रखते हैं। अगर आपको एक गाड़ी निकलवानी है, तो plant से भी निकलवा देंगे।)\n[125s] CUSTOMER: What is your price, if we talk about it, what is your price for today? (क्या price है आपका अगर हम बात करें तो आज का क्या price है आपका?)\n[128s] AGENT: Today's price for Neo, sir, is how much, it's 58. (आज का price सर Neo का है कितना, फिफ्टी एट है।)\n[130s] CUSTOMER: Is 58 FOR Ludhiana or ex-? (फिफ्टी एट FOR है लुधियाना के ex?)\n[132s] AGENT: This is our, it's FOR Delhi, actually. Meaning, I had taken this rate, I took the rate today for a customer in Delhi. So it's their FOR. For Ludhiana, assume it will be a little more, one rupee. (ये अपना, FOR दिल्ली का FOR है खैर। मतलब ये rate लिया था मैंने, मैंने आज rate लिया था मैंने एक दिल्ली के customer के लिए। तो उनका FOR है। लुधियाना में मान लो थोड़ा और आएगा, एक रुपया।)\n[138s] CUSTOMER: Okay, it will be one rupee more. (अच्छा, एक रुपया और होगा।)\n[139s] AGENT: Hmm hmm. (हम्म हम्म।)\n[140s] CUSTOMER: So, I am sending you an email address, you send me the details for JSW One and JSW Neo once. How the dispatch will be and where JSW One is made here. (तो आप मैं ना आपको email address डाल रहा हूं, आप मेरे को एक बार JSW One का सारा और JSW Neo का ना detail भेज दो। कि कैसे dispatch रहेगा और JSW One यहां पे कहां बनता है।)\n[145s] AGENT: Okay, well, I'll tell you that. See, I have sent you my mail ID on WhatsApp, right? Okay? You let me know. (अच्छा, चलो मैं वो बता दूंगा। देखो मैंने आपको अपना mail ID डाल दिया WhatsApp पे ना? ठीक है? आप बताना।)\n[149s] CUSTOMER: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 78, "connected": 1, "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly affect the transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "78 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You need to follow the basic call structure: open with permission, use a supply/price hook to create interest, and then run discovery before discussing products or pricing.", "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": "TMT", "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "Agent was uncertain about the specific dispatch location for Ludhiana but did not indicate a lack of supply.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a manufacturing lead for HR steel, but the customer identified as a TMT trader. The agent abandoned the pitch structure but pivoted to discuss TMT. The customer inquired about pricing, payment terms, and logistics for delivery to Ludhiana. The call ended with the customer requesting product details via email, and the agent agreeing to provide them after the customer initiates contact.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, I was calling from JSW. Do you have any requirement in the flat steel industry right now, in HR etc.?\", \"comment\": \"The agent identified JSW but did not use the customer's name or ask for permission to speak, jumping directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in the flat steel industry right now, in HR etc.?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he opened with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Okay, is your work in construction? ... Sir, we are traders.\", \"comment\": \"The agent only established the customer's business type (trader) and vaguely touched on end-use. He did not ask about volume, brands, or JSW share.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs for either the original product (HR) or the requested product (TMT).\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if you have any requirement right now, send it. I have sent you a WhatsApp.\", \"comment\": \"Although the customer expressed interest in TMT, the agent did not capture a specific requirement (grade, size, quantity, delivery date).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay? You let me know.\", \"comment\": \"The agent did not commit to a specific next step with a turnaround time, instead putting the onus on the customer to follow up.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to follow the basic call structure: open with permission, use a supply/price hook to create interest, and then run discovery before discussing products or pricing.\", \"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\": \"TMT\", \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"Agent was uncertain about the specific dispatch location for Ludhiana but did not indicate a lack of supply.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"So what are your payment terms? ... I will give an advance, for example if the vehicle load is worth 25 lakhs, then you take 2-4 lakh rupees as advance, the rest on-invoicing when it's loaded\", \"response\": \"Yes, we can do it that way, that we take the order on advance, then before dispatch the rest of the material...\"}], \"call_summary\": \"The agent called a manufacturing lead for HR steel, but the customer identified as a TMT trader. The agent abandoned the pitch structure but pivoted to discuss TMT. The customer inquired about pricing, payment terms, and logistics for delivery to Ludhiana. The call ended with the customer requesting product details via email, and the agent agreeing to provide them after the customer initiates contact.\"}", "error": null, "latency_ms": 33035, "input_tokens": 5529, "output_tokens": 969, "created_at": "2026-09-25 10:54:58", "sentiment": "neutral", "sentiment_score": 0.008, "sentiment_confidence": "high", "pos": 8, "neg": 8, "lex_hits": 22, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.593, "agent_talk_sec": 72.5, "customer_talk_sec": 49.8, "dead_air_sec": 174.7, "longest_monologue_sec": 6.0, "agent_wpm": 398.1, "interruptions": 0, "agent_turns": 38, "customer_turns": 40, "discovery_qs": 14, "words_agent": 481, "words_customer": 303, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912793831", "idx": 0, "speaker": "customer", "start_s": 5.38, "end_s": 5.88, "text_en": "Hello.", "text_native": "हलो।" }, { "ucid": "21112178912793831", "idx": 1, "speaker": "customer", "start_s": 7.8, "end_s": 8.26, "text_en": "Hello.", "text_native": "हलो।" }, { "ucid": "21112178912793831", "idx": 2, "speaker": "agent", "start_s": 9.12, "end_s": 10.3, "text_en": "Hello sir, can you hear me?", "text_native": "हलो सर, आवाज़ आ रही है?" }, { "ucid": "21112178912793831", "idx": 3, "speaker": "customer", "start_s": 10.5, "end_s": 10.9, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912793831", "idx": 4, "speaker": "agent", "start_s": 11.3, "end_s": 12.7, "text_en": "This is Kartik speaking from JSW One, sir.", "text_native": "कार्तिक बात कर रहा था सर JSW One से।" }, { "ucid": "21112178912793831", "idx": 5, "speaker": "customer", "start_s": 12.9, "end_s": 13.26, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178912793831", "idx": 6, "speaker": "agent", "start_s": 13.68, "end_s": 17.0, "text_en": "Uh sir, I was calling from JSW. Do you have any requirement in the flat steel industry right now, in HR etc.?", "text_native": "अह सर JSW से बात कर रहा था। अभी flat steel industry में कुछ requirement रहेगी अभी आपकी HR वगेरा में?" }, { "ucid": "21112178912793831", "idx": 7, "speaker": "customer", "start_s": 17.38, "end_s": 19.3, "text_en": "No, not in HR, sir. We have requirements for TMT.", "text_native": "नहीं HR में तो नहीं है सर, हमारी TMT में रहती है।" }, { "ucid": "21112178912793831", "idx": 8, "speaker": "agent", "start_s": 19.3, "end_s": 19.7, "text_en": "TMT?", "text_native": "TMT?" }, { "ucid": "21112178912793831", "idx": 9, "speaker": "customer", "start_s": 20.0, "end_s": 20.3, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912793831", "idx": 10, "speaker": "agent", "start_s": 20.6, "end_s": 21.8, "text_en": "Okay, is your work in construction?", "text_native": "अच्छा, क्या ये कंस्ट्रक्शन का काम है आपका?" }, { "ucid": "21112178912793831", "idx": 11, "speaker": "customer", "start_s": 21.8, "end_s": 22.9, "text_en": "Sir, we are traders.", "text_native": "सर हम लोग ट्रेडर हैं जी।" }, { "ucid": "21112178912793831", "idx": 12, "speaker": "agent", "start_s": 23.1, "end_s": 24.3, "text_en": "Okay, you do trading in TMT, right?", "text_native": "अच्छा, ट्रेडिंग करते TMT में ना?" }, { "ucid": "21112178912793831", "idx": 13, "speaker": "customer", "start_s": 24.7, "end_s": 25.0, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912793831", "idx": 14, "speaker": "agent", "start_s": 25.4, "end_s": 29.8, "text_en": "Okay. Sir, see, if you take JSW, they don't give it for stocking like that. If your end customer has a requirement at the site, we can get it sent that way.", "text_native": "ठीक है। सर देखो JSW लोगे तो वो तो मतलब ऐसे stock करने के लिए नहीं देते हैं। Site पे अगर आपके end customer की requirement हो तो वैसे भिजवा देंगे।" }, { "ucid": "21112178912793831", "idx": 15, "speaker": "customer", "start_s": 30.0, "end_s": 31.6, "text_en": "Yes, you can do that, we have no problem.", "text_native": "हां, ऐसा कर लिया करो, हमें कोई problem नहीं है।" }, { "ucid": "21112178912793831", "idx": 16, "speaker": "agent", "start_s": 31.9, "end_s": 34.4, "text_en": "Okay, you don't, right? Okay, if you have any requirement right now, send it. I have sent you a WhatsApp.", "text_native": "अच्छा, नहीं है ना? ठीक है, अभी अभी कुछ requirement हो तो डाल देना, मैंने WhatsApp कर दिया है आपको।" }, { "ucid": "21112178912793831", "idx": 17, "speaker": "customer", "start_s": 34.4, "end_s": 35.4, "text_en": "Where will the delivery be from?", "text_native": "Delivery कहां से मिलेगी?" }, { "ucid": "21112178912793831", "idx": 18, "speaker": "agent", "start_s": 35.6, "end_s": 38.2, "text_en": "Delivery, sir, you will get it, umm, from NCR as far as I know.", "text_native": "Delivery सर ये मिलेगी, umm, NCR से ही मिलेगी जहां तक है।" }, { "ucid": "21112178912793831", "idx": 19, "speaker": "customer", "start_s": 38.2, "end_s": 38.6, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178912793831", "idx": 20, "speaker": "agent", "start_s": 38.8, "end_s": 40.4, "text_en": "I said sir, it will be dispatched from NCR, Faridabad or Ghaziabad.", "text_native": "मैंने कहा सर NCR से ही निकलेगी, फरीदाबाद या गाजियाबाद।" }, { "ucid": "21112178912793831", "idx": 21, "speaker": "customer", "start_s": 40.4, "end_s": 41.0, "text_en": "Yes, from NCR?", "text_native": "जी, NCR से?" }, { "ucid": "21112178912793831", "idx": 22, "speaker": "agent", "start_s": 41.4, "end_s": 41.8, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178912793831", "idx": 23, "speaker": "customer", "start_s": 42.5, "end_s": 42.8, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912793831", "idx": 24, "speaker": "agent", "start_s": 43.5, "end_s": 43.9, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178912793831", "idx": 25, "speaker": "customer", "start_s": 44.1, "end_s": 45.0, "text_en": "So what are your payment terms?", "text_native": "तो payment terms क्या हैं आपकी?" }, { "ucid": "21112178912793831", "idx": 26, "speaker": "agent", "start_s": 45.4, "end_s": 49.8, "text_en": "Payment terms sir, for now, the first order is in advance. Then after one order, when it starts, the company also gives credit.", "text_native": "Payment terms सर अभी अपना पहला order की advance में है। फिर एक order के बाद में जब start हो जाता है, फिर credit भी देती है कंपनी।" }, { "ucid": "21112178912793831", "idx": 27, "speaker": "customer", "start_s": 49.8, "end_s": 51.0, "text_en": "Do you do on-invoicing, sir?", "text_native": "On-invoicing कर लेते हैं सर आप?" }, { "ucid": "21112178912793831", "idx": 28, "speaker": "customer", "start_s": 52.6, "end_s": 53.0, "text_en": "Hello?", "text_native": "हलो?" }, { "ucid": "21112178912793831", "idx": 29, "speaker": "agent", "start_s": 53.0, "end_s": 53.4, "text_en": "Yes sir?", "text_native": "हां जी सर?" }, { "ucid": "21112178912793831", "idx": 30, "speaker": "agent", "start_s": 53.7, "end_s": 54.0, "text_en": "Hello?", "text_native": "हलो?" }, { "ucid": "21112178912793831", "idx": 31, "speaker": "customer", "start_s": 54.2, "end_s": 55.2, "text_en": "On-invoicing, sir, against invoicing.", "text_native": "On-invoicing, सर, against invoicing." }, { "ucid": "21112178912793831", "idx": 32, "speaker": "agent", "start_s": 55.6, "end_s": 56.3, "text_en": "Against invoicing?", "text_native": "Against invoicing?" }, { "ucid": "21112178912793831", "idx": 33, "speaker": "customer", "start_s": 56.5, "end_s": 56.8, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912793831", "idx": 34, "speaker": "agent", "start_s": 57.2, "end_s": 58.0, "text_en": "No no sir, it's against PI.", "text_native": "नहीं नहीं सर, against PI है।" }, { "ucid": "21112178912793831", "idx": 35, "speaker": "customer", "start_s": 58.2, "end_s": 60.8, "text_en": "No, against invoicing sir, you get the vehicle loaded, dispatch the vehicle later, take the money first.", "text_native": "नहीं, against invoicing सर, आप गाड़ी load कराओ, गाड़ी बाद में निकालना, पहले पैसे ले लेना।" }, { "ucid": "21112178912793831", "idx": 36, "speaker": "agent", "start_s": 61.3, "end_s": 64.2, "text_en": "That, sir, means the order is confirmed only after the payment comes, right? Then the vehicle is arranged, then we load it like that.", "text_native": "वो तो सर मतलब order confirm ही payment आने के बाद होता है ना। फिर गाड़ी लगती है, फिर ऐसे अपन load करते हैं।" }, { "ucid": "21112178912793831", "idx": 37, "speaker": "customer", "start_s": 64.2, "end_s": 65.2, "text_en": "No, I will give you some advance.", "text_native": "नहीं मैं कुछ advance दे दूंगा आपको।" }, { "ucid": "21112178912793831", "idx": 38, "speaker": "agent", "start_s": 65.6, "end_s": 66.8, "text_en": "Yes? Yes, give some advance, it can be done from there.", "text_native": "हां जी? हां, कुछ advance दे दो, वहां से हो जाएगा।" }, { "ucid": "21112178912793831", "idx": 39, "speaker": "customer", "start_s": 66.8, "end_s": 72.4, "text_en": "I will give an advance, for example if the vehicle load is worth 25 lakhs, then you take 2-4 lakh rupees as advance, the rest on-invoicing when it's loaded, make the bill, the rest of the payment will be immediate.", "text_native": "Advance दे दूंगा, जैसे गाड़ी अगर पच्चीस लाख की गाड़ी बनती है, तो दो-चार लाख रुपए advance ले लिया, बाकी on-invoicing जब load हो जाएगी, बिल बना दो, बाकी payment immediate हो जाएगी आपकी।" }, { "ucid": "21112178912793831", "idx": 40, "speaker": "agent", "start_s": 72.6, "end_s": 75.4, "text_en": "Okay, okay. Yes, we can do it that way, that we take the order on advance, then before dispatch the rest of the material...", "text_native": "ठीक है, ठीक है। हां तो वैसे कर लेते हैं कि advance पे order ले लिया, फिर dispatch से पहले बाकी material..." }, { "ucid": "21112178912793831", "idx": 41, "speaker": "customer", "start_s": 75.4, "end_s": 76.6, "text_en": "Yes yes, before dispatch sir, before dispatch.", "text_native": "हां हां, before dispatch सर, before dispatch." }, { "ucid": "21112178912793831", "idx": 42, "speaker": "agent", "start_s": 76.9, "end_s": 77.4, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" }, { "ucid": "21112178912793831", "idx": 43, "speaker": "customer", "start_s": 77.8, "end_s": 78.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178912793831", "idx": 44, "speaker": "agent", "start_s": 78.3, "end_s": 80.2, "text_en": "Well, that can be done. If a requirement comes up now, then let me know, sir.", "text_native": "चलो वो तो हो जाता है। अभी requirement बने तो बताना सर आप फिर।" }, { "ucid": "21112178912793831", "idx": 45, "speaker": "customer", "start_s": 80.4, "end_s": 82.8, "text_en": "Yes. I will... you give me your number, I don't have the number of anyone from JSW.", "text_native": "हां। मैं आपको, आप ना मुझे अपना नंबर दो, मेरे पास ना नंबर नहीं है किसी JSW वाले का।" }, { "ucid": "21112178912793831", "idx": 46, "speaker": "agent", "start_s": 82.8, "end_s": 85.0, "text_en": "Okay. I have sent a WhatsApp, look, from my personal number.", "text_native": "अच्छा। मैंने ना WhatsApp डाल दिया देखो आपको, अपने personal number से।" }, { "ucid": "21112178912793831", "idx": 47, "speaker": "customer", "start_s": 85.0, "end_s": 86.2, "text_en": "Okay. So where are you calling from?", "text_native": "ठीक है। तो आप अपना कहां से बात कर रहे हैं?" }, { "ucid": "21112178912793831", "idx": 48, "speaker": "agent", "start_s": 86.4, "end_s": 87.8, "text_en": "I am calling from the Mumbai office, sir.", "text_native": "मैं तो Mumbai office से बात कर रहा हूं सर।" }, { "ucid": "21112178912793831", "idx": 49, "speaker": "customer", "start_s": 87.8, "end_s": 89.2, "text_en": "From the Mumbai office. Okay, I'll save your number.", "text_native": "Mumbai office से। ठीक है, मैं save कर लेता हूं आपको।" }, { "ucid": "21112178912793831", "idx": 50, "speaker": "agent", "start_s": 89.6, "end_s": 90.8, "text_en": "Okay. See, I have also mentioned my mail ID.", "text_native": "ठीक है। देखो मेरा mail ID भी mention कर दिया।" }, { "ucid": "21112178912793831", "idx": 51, "speaker": "customer", "start_s": 90.8, "end_s": 91.8, "text_en": "So you also have Neo Steel?", "text_native": "तो Neo Steel भी होता है आपके पास?" }, { "ucid": "21112178912793831", "idx": 52, "speaker": "agent", "start_s": 92.0, "end_s": 93.2, "text_en": "Yes, Neo Steel 1 TMT is also there.", "text_native": "हां, Neo Steel 1 TMT भी है।" }, { "ucid": "21112178912793831", "idx": 53, "speaker": "customer", "start_s": 93.4, "end_s": 95.2, "text_en": "So there is also a requirement for Neo Steel, how will you do that?", "text_native": "तो Neo Steel की भी requirement रहती है, उसका कैसे करेंगे आप?" }, { "ucid": "21112178912793831", "idx": 54, "speaker": "agent", "start_s": 95.6, "end_s": 96.4, "text_en": "We'll get that for you as well.", "text_native": "वो भी दिलवा देंगे आपको।" }, { "ucid": "21112178912793831", "idx": 55, "speaker": "customer", "start_s": 96.6, "end_s": 97.0, "text_en": "So for us...", "text_native": "तो हमें तो..." }, { "ucid": "21112178912793831", "idx": 56, "speaker": "agent", "start_s": 97.0, "end_s": 99.6, "text_en": "Meaning, if you need 1 TMT, then that will have to be dispatched from some rolling plant, right?", "text_native": "मतलब 1 TMT अगर चाहिए, तो वो तो किसी rolling plant से निकालना पड़ेगा, है ना?" }, { "ucid": "21112178912793831", "idx": 57, "speaker": "customer", "start_s": 99.8, "end_s": 101.6, "text_en": "Yes. Where is it made at your end, is the material made in a rolling plant here?", "text_native": "हां। आपके कहां बनता है, यहां rolling plant में बनता है material?" }, { "ucid": "21112178912793831", "idx": 58, "speaker": "agent", "start_s": 101.8, "end_s": 105.2, "text_en": "Yes, the material is made. Now, there are many plants for Neo Steel, I'll have to see exactly where they are in the north.", "text_native": "ये हां, material बनता है ना। अभी Neo Steel के काफी plant हैं, वो देखने पड़ेंगे exactly north में किधर हैं।" }, { "ucid": "21112178912793831", "idx": 59, "speaker": "customer", "start_s": 105.6, "end_s": 107.2, "text_en": "Okay. So no, where is your JSW One available?", "text_native": "Okay. तो नहीं, JSW One कहां पे मिलता है आपका?" }, { "ucid": "21112178912793831", "idx": 60, "speaker": "agent", "start_s": 107.6, "end_s": 110.0, "text_en": "One, sir, I'll have to check. I had seen, there are 12-15 places somewhere.", "text_native": "One सर, देखना ही पड़ेगा। देखे थे मैंने, बारह-पंद्रह जगह हैं कहीं।" }, { "ucid": "21112178912793831", "idx": 61, "speaker": "customer", "start_s": 110.2, "end_s": 112.2, "text_en": "Because we are based in Ludhiana. We are based in Ludhiana.", "text_native": "क्योंकि हम तो लुधियाना बैठते हैं। हम तो लुधियाना में बैठते हैं।" }, { "ucid": "21112178912793831", "idx": 62, "speaker": "agent", "start_s": 112.2, "end_s": 112.6, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178912793831", "idx": 63, "speaker": "customer", "start_s": 112.8, "end_s": 114.4, "text_en": "If we need it in Ludhiana, where will you dispatch it from?", "text_native": "अगर हमें लुधियाना चाहिए तो आप कहां से dispatch कराओगे?" }, { "ucid": "21112178912793831", "idx": 64, "speaker": "agent", "start_s": 114.8, "end_s": 116.4, "text_en": "It will be from somewhere in the North. There is one in Jaipur, anyway.", "text_native": "North में ही होगा कहीं से। जयपुर में है एक तो खैर।" }, { "ucid": "21112178912793831", "idx": 65, "speaker": "customer", "start_s": 116.6, "end_s": 117.0, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912793831", "idx": 66, "speaker": "agent", "start_s": 117.4, "end_s": 120.8, "text_en": "And where else in the north... Sir, I'll tell you, sir, I'll check and tell you from where we'll dispatch for Ludhiana.", "text_native": "और north में किधर है... सर बताता हूं सर, वो तो देख के मैं, लुधियाना के लिए कहां से करेंगे dispatch." }, { "ucid": "21112178912793831", "idx": 67, "speaker": "customer", "start_s": 120.8, "end_s": 121.4, "text_en": "Yes, tell me.", "text_native": "हां, बताइए।" }, { "ucid": "21112178912793831", "idx": 68, "speaker": "agent", "start_s": 121.4, "end_s": 125.2, "text_en": "We keep Neo Steel in NCR, meaning in retail. If you want to get one vehicle load dispatched, we can get it dispatched from the plant as well.", "text_native": "Neo Steel हम लोग NCR में रखते हैं, मतलब retail में रखते हैं। अगर आपको एक गाड़ी निकलवानी है, तो plant से भी निकलवा देंगे।" }, { "ucid": "21112178912793831", "idx": 69, "speaker": "customer", "start_s": 125.2, "end_s": 127.2, "text_en": "What is your price, if we talk about it, what is your price for today?", "text_native": "क्या price है आपका अगर हम बात करें तो आज का क्या price है आपका?" }, { "ucid": "21112178912793831", "idx": 70, "speaker": "agent", "start_s": 127.8, "end_s": 129.6, "text_en": "Today's price for Neo, sir, is how much, it's 58.", "text_native": "आज का price सर Neo का है कितना, फिफ्टी एट है।" }, { "ucid": "21112178912793831", "idx": 71, "speaker": "customer", "start_s": 130.0, "end_s": 131.4, "text_en": "Is 58 FOR Ludhiana or ex-?", "text_native": "फिफ्टी एट FOR है लुधियाना के ex?" }, { "ucid": "21112178912793831", "idx": 72, "speaker": "agent", "start_s": 131.8, "end_s": 137.8, "text_en": "This is our, it's FOR Delhi, actually. Meaning, I had taken this rate, I took the rate today for a customer in Delhi. So it's their FOR. For Ludhiana, assume it will be a little more, one rupee.", "text_native": "ये अपना, FOR दिल्ली का FOR है खैर। मतलब ये rate लिया था मैंने, मैंने आज rate लिया था मैंने एक दिल्ली के customer के लिए। तो उनका FOR है। लुधियाना में मान लो थोड़ा और आएगा, एक रुपया।" }, { "ucid": "21112178912793831", "idx": 73, "speaker": "customer", "start_s": 138.0, "end_s": 139.0, "text_en": "Okay, it will be one rupee more.", "text_native": "अच्छा, एक रुपया और होगा।" }, { "ucid": "21112178912793831", "idx": 74, "speaker": "agent", "start_s": 139.4, "end_s": 139.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178912793831", "idx": 75, "speaker": "customer", "start_s": 140.0, "end_s": 145.2, "text_en": "So, I am sending you an email address, you send me the details for JSW One and JSW Neo once. How the dispatch will be and where JSW One is made here.", "text_native": "तो आप मैं ना आपको email address डाल रहा हूं, आप मेरे को एक बार JSW One का सारा और JSW Neo का ना detail भेज दो। कि कैसे dispatch रहेगा और JSW One यहां पे कहां बनता है।" }, { "ucid": "21112178912793831", "idx": 76, "speaker": "agent", "start_s": 145.4, "end_s": 148.8, "text_en": "Okay, well, I'll tell you that. See, I have sent you my mail ID on WhatsApp, right? Okay? You let me know.", "text_native": "अच्छा, चलो मैं वो बता दूंगा। देखो मैंने आपको अपना mail ID डाल दिया WhatsApp पे ना? ठीक है? आप बताना।" }, { "ucid": "21112178912793831", "idx": 77, "speaker": "customer", "start_s": 149.0, "end_s": 149.4, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178912793831", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, I was calling from JSW. Do you have any requirement in the flat steel industry right now, in HR etc.?", "comment": "The agent identified JSW but did not use the customer's name or ask for permission to speak, jumping directly into a requirement check." }, { "ucid": "21112178912793831", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement in the flat steel industry right now, in HR etc.?", "comment": "The agent did not lead with a supply or price hook; instead, he opened with a direct question about requirements." }, { "ucid": "21112178912793831", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "Okay, is your work in construction? ... Sir, we are traders.", "comment": "The agent only established the customer's business type (trader) and vaguely touched on end-use. He did not ask about volume, brands, or JSW share." }, { "ucid": "21112178912793831", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not pitch any USPs for either the original product (HR) or the requested product (TMT)." }, { "ucid": "21112178912793831", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "if you have any requirement right now, send it. I have sent you a WhatsApp.", "comment": "Although the customer expressed interest in TMT, the agent did not capture a specific requirement (grade, size, quantity, delivery date)." }, { "ucid": "21112178912793831", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay? You let me know.", "comment": "The agent did not commit to a specific next step with a turnaround time, instead putting the onus on the customer to follow up." } ], "objections": [ { "ucid": "21112178912793831", "obj_type": "credit", "state": "handled", "evidence": "So what are your payment terms? ... I will give an advance, for example if the vehicle load is worth 25 lakhs, then you take 2-4 lakh rupees as advance, the rest on-invoicing when it's loaded", "response": "Yes, we can do it that way, that we take the order on advance, then before dispatch the rest of the material..." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }