{ "ucid": "21112178945142451", "call_date": "2026-09-15", "start_time": "2026-09-15 11:20:24", "end_time": "2026-09-15 11:23:58", "duration_sec": 214, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd5b0ff0fad1ebf9b9639c35be3522906.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 116, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945142451__DIAd5b0ff0fad1ebf9b9639c35be3522906.mp3", "audio_bytes": 584064, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 194.688, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Hello (हेलो)\n[4s] CUSTOMER: Yes (हां)\n[5s] AGENT: Hello sir, this is Aditya Pandey speaking from JSW. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[8s] CUSTOMER: Yes (हां)\n[8s] AGENT: Sir, you had registered on our platform on Friday, this call was regarding that. I just wanted to know, sir, what is your business, can you brief me a little about it? (सर हमारे platform पे आपने register किया था Friday को, उसी के regarding में call था। वही जानना था सर आपका क्या रहता है सर business के बारे में थोड़ा brief कर सकते हैं?)\n[13s] CUSTOMER: What are you saying? (क्या कह रहे हो आप?)\n[14s] AGENT: I mean, what do you do, sir? It says 'sheeting solutions', so is this in the manufacturing business or the trading business? (मतलब आप क्या करते हैं सर? आपका sheeting solutions जो लिखा है, ये मतलब manufacturing business में है कि trading business में है?)\n[19s] CUSTOMER: Ours is a manufacturing business. (Manufacturing business है हमारा।)\n[21s] AGENT: What is the manufacturing, sir? (क्या है सर manufacturing?)\n[22s] CUSTOMER: Furniture, it's furniture manufacturing. (Furniture, furniture manufacturing है।)\n[24s] AGENT: Okay, so you generally need CR material? (Okay, तो आपको generally CR material लगता है?)\n[26s] CUSTOMER: Yes. (हां।)\n[27s] AGENT: Okay sir, noted. Do you have any requirement currently, sir? (Okay sir, noted. अभी currently कुछ requirement है सर आपका?)\n[30s] CUSTOMER: No, not right now. (नहीं, अभी तो नहीं है।)\n[31s] AGENT: Not for now. So how much do you consume monthly, sir, of CR? (फिलहाल के लिए नहीं है। तो monthly कितना consume करते हैं सर आप CR?)\n[34s] CUSTOMER: Do you have it in flat, like flat iron sheets, or only rolls? (अपना क्या flat में flat वाली भी होती है लोहे की या फिर सिर्फ roll होते हैं?)\n[38s] AGENT: Sir, we can do both. We can do it in sheets, meaning we do flat sheets and also coils, both. (सर दोनों कर सकते हैं हम। sheet में भी कर सकते हैं मतलब flat sheet भी करते हैं और coil भी करते हैं दोनों।)\n[42s] CUSTOMER: Okay. So what is the rate for the flat? (अच्छा। तो flat का flat का क्या rate आता है अपना?)\n[43s] AGENT: Sir, that depends on the thickness, sir, multiple (सर वो thickness के according रहता है सर, multiple)\n[45s] CUSTOMER: Five mm, we use five mm. (पांच mm, पांच mm में चलता हमारा।)\n[47s] AGENT: Five mm CR? (पांच mm CR?)\n[48s] CUSTOMER: Yes. (हां।)\n[49s] AGENT: Uh sir, that is available in HR. Actually, what happens is, maximum (अह सर वो तो HR में मिलता है। actually में क्या है maximum)\n[51s] CUSTOMER: No no HR, yes sorry HR, we don't use CR, we don't use CR. (नहीं नहीं HR, हां sorry HR, CR नहीं चलता, CR नहीं चलता।)\n[53s] AGENT: Yes sir, correct. That's what I was asking. Is this E250 grade? (हां सर बराबर। वही मैं पूछ रहा था। E250 grade है क्या ये?)\n[55s] CUSTOMER: Sorry?\n[56s] AGENT: Which grade is it, sir? Is there any specific grade? E250 for example or (कौनसा grade क्या है सर? कुछ specific grade है क्या? E250 जैसे for example या)\n[58s] CUSTOMER: Look, I don't know that much. We, you know, use material from Punjab here. (देखो इतना तो मुझे नहीं पता। हम तो है ना यहां पंजाब का माल चलाते हैं।)\n[61s] AGENT: Okay, you use material from Punjab. Okay, let me check once because what is it, for it, right now I haven't received today's market rate. So I'll have to see if the rate has increased or if it's stable. (अच्छा पंजाब का माल चलाते हैं ना। ठीक है मैं एक बार check कर लेता हूं क्योंकि क्या है मैं for it अभी क्या है मेरेको आज का market rate आया नहीं। तो वही देखना पड़ेगा कि rate increase हुआ है कि stable है।)\n[68s] AGENT: Whatever the rate is, I will share it with you. This is not your current requirement, right? Or will it come up now? (जो भी rate आएगा मैं आपको share कर दूंगा। ये आपका अभी का requirement नहीं है ना? या अभी आएगा?)\n[71s] CUSTOMER: The requirement will be there. Hmm hmm hmm. We have a monthly requirement of approximately fifty to sixty ton. (Requirement रहेगा। हम्म हम्म हम्म। Monthly रहता है हमारा approximate पचास साठ ton का।)\n[74s] AGENT: Okay sir, no issue. What I'll do is, I'll share my WhatsApp number with you. Whenever there is a live requirement, you can let me know on it. Sir, do you generally take JSW make only or do you take any make? (Okay sir, कोई issue नहीं है। मैं क्या करता हूं, मैं आपको अपना WhatsApp number share कर देता हूं। कभी भी live requirement कुछ हुई तो आप मुझे उसपे बता सकेंगे। आप सर generally JSW का ही make लेते हैं कि कोई भी make ले लेते हैं?)\n[82s] CUSTOMER: Look, we all mainly use the cheaper material from Punjab. (देखो हम सब मेनली है ना पंजाब का माल चलाते हैं सस्ते वाला।)\n[85s] AGENT: Okay.\n[85s] CUSTOMER: We get complaints in that sometimes, the sheets turn out to be hard. (उसमें complaint आती है कई बार, पत्तियां hard निकल जाती है।)\n[88s] AGENT: Yes, yes. Sir, you will get a no-problem one in this. You will get it with QC, it will be test certified customer, I mean test certified test. If there is any issue, you can revert to us, we can check it and do that, we can also replace it or we will refund it. If there is an issue. (हां हां। ये सर आपको no problem वाला इसमें मिलेगा। आपको QC के साथ ही मिलेगा, test certified customer मतलब test certified test रहेगा। कुछ भी issue हुआ तो आप हमें revert कर सकते हैं हम उसका check करके उसको वो कर सकते हैं, replace भी कर लेते हैं या तो refund कर देंगे। अगर issue हुआ तो।)\n[96s] CUSTOMER: After that, we will also have to look at the costing, what cost the material is coming at. (उसके बाद में फिर costing भी हमें देखनी पड़ेगी क्या cost आ रहा है माल।)\n[99s] AGENT: Yes sir, no issue. If this is HR material, you can, I mean, you can also do a test booking for it for HR. (हां सर कोई issue नहीं है। अगर ये HR material है तो आप मतलब test booking भी कर सकते हैं इसको HR के लिए।)\n[103s] CUSTOMER: Yes, we use HR material. I mean, we use cheap material but without complaints. To put it in clean language. (हां HR का ही माल चलता है। मतलब सस्ता माल चलता है लेकिन बिना complaint वाला। साफ सुथरी भाषा में बताऊं तो।)\n[107s] AGENT: No, that's right, sir. In that, if you take JSW make, if any issue ever comes up, you can directly revert to us. The company is in front of you. (नहीं बराबर है सर। उसमें कैसे है अगर आप JSW make लेंगे तो आपको अगर कभी आया भी कुछ issue तो आप direct हमें revert भी कर सकते हैं। Company है आपके सामने।)\n[112s] AGENT: Whenever you tell us, we will revert to you on that and after checking, we will let you know that yes sir, we can replace this or refund it. (आप उसको कभी भी बताएंगे, हम आपको revert करके उसपे और check करके हम आपको एक बता देंगे कि हां सर इसको replace कर सकते हैं या फिर refund कर सकते हैं।)\n[116s] CUSTOMER: Okay then. (ठीक है फिर।)\n[119s] AGENT: Okay, thank you sir.\n[120s] CUSTOMER: [inaudible]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 45, "connected": 1, "audio_notes": "clear: Some background chatter on the agent's side, but the main speakers are clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "45 turns, clean transcript (2% 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": 3.5, "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": "You did a great job uncovering the customer's quality pain point and matching our USP to it. To make these calls successful, you must close with a specific next step, like scheduling a firm callback time to provide the price, instead of leaving it to the customer to contact you.", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent spoke with a furniture manufacturer who registered on the platform. The customer uses 50-60 MT of HR material monthly and currently buys cheaper material from Punjab, but faces quality issues. The agent successfully pitched JSW's quality and test certification, but failed to provide a price or set a concrete follow-up, ending the call by asking the customer to reach out when a requirement arises.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had registered on our platform on Friday, this call was regarding that.\", \"comment\": \"The agent stated the reason for the call was the customer's registration, which is a non-pushy, helper-oriented opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask for or verify the customer's name, procurement city, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"partial\", \"questions_hit\": 5, \"evidence\": \"What is the manufacturing, sir?\", \"comment\": \"The agent successfully discovered business type, application, monthly tonnage, brands used, and current JSW buying status, hitting 5 of 8 required questions.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"evidence\": \"You will get it with QC, it will be test certified customer, I mean test certified test.\", \"comment\": \"The agent effectively tailored the platform education to the customer's expressed pain point about quality issues with their current supplier.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After confirming no immediate requirement, the agent failed to schedule a specific callback date, instead putting the onus on the customer to reach out.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a concrete next step; no quote was sent, no specific callback was scheduled, and no walkthrough was booked.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You did a great job uncovering the customer's quality pain point and matching our USP to it. To make these calls successful, you must close with a specific next step, like scheduling a firm callback time to provide the price, instead of leaving it to the customer to contact you.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"We, you know, use material from Punjab here.\", \"response\": \"you can, I mean, you can also do a test booking for it for HR.\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Look, we all mainly use the cheaper material from Punjab.\", \"response\": \"In that, if you take JSW make, if any issue ever comes up, you can directly revert to us.\"}], \"call_summary\": \"The agent spoke with a furniture manufacturer who registered on the platform. The customer uses 50-60 MT of HR material monthly and currently buys cheaper material from Punjab, but faces quality issues. The agent successfully pitched JSW's quality and test certification, but failed to provide a price or set a concrete follow-up, ending the call by asking the customer to reach out when a requirement arises.\"}", "error": null, "latency_ms": 45047, "input_tokens": 4575, "output_tokens": 948, "created_at": "2026-09-25 10:51:21", "sentiment": "negative", "sentiment_score": -0.186, "sentiment_confidence": "high", "pos": 2, "neg": 16, "lex_hits": 17, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.656, "agent_talk_sec": 66.5, "customer_talk_sec": 34.9, "dead_air_sec": 112.6, "longest_monologue_sec": 9.2, "agent_wpm": 379.8, "interruptions": 0, "agent_turns": 23, "customer_turns": 22, "discovery_qs": 14, "words_agent": 421, "words_customer": 162, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945142451", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 1.91, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178945142451", "idx": 1, "speaker": "agent", "start_s": 2.6, "end_s": 2.96, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178945142451", "idx": 2, "speaker": "customer", "start_s": 4.28, "end_s": 4.5, "text_en": "Yes", "text_native": "हां" }, { "ucid": "21112178945142451", "idx": 3, "speaker": "agent", "start_s": 5.28, "end_s": 7.4, "text_en": "Hello sir, this is Aditya Pandey speaking from JSW.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।" }, { "ucid": "21112178945142451", "idx": 4, "speaker": "customer", "start_s": 7.8, "end_s": 8.02, "text_en": "Yes", "text_native": "हां" }, { "ucid": "21112178945142451", "idx": 5, "speaker": "agent", "start_s": 8.5, "end_s": 12.8, "text_en": "Sir, you had registered on our platform on Friday, this call was regarding that. I just wanted to know, sir, what is your business, can you brief me a little about it?", "text_native": "सर हमारे platform पे आपने register किया था Friday को, उसी के regarding में call था। वही जानना था सर आपका क्या रहता है सर business के बारे में थोड़ा brief कर सकते हैं?" }, { "ucid": "21112178945142451", "idx": 6, "speaker": "customer", "start_s": 13.4, "end_s": 14.2, "text_en": "What are you saying?", "text_native": "क्या कह रहे हो आप?" }, { "ucid": "21112178945142451", "idx": 7, "speaker": "agent", "start_s": 14.2, "end_s": 18.9, "text_en": "I mean, what do you do, sir? It says 'sheeting solutions', so is this in the manufacturing business or the trading business?", "text_native": "मतलब आप क्या करते हैं सर? आपका sheeting solutions जो लिखा है, ये मतलब manufacturing business में है कि trading business में है?" }, { "ucid": "21112178945142451", "idx": 8, "speaker": "customer", "start_s": 19.2, "end_s": 20.7, "text_en": "Ours is a manufacturing business.", "text_native": "Manufacturing business है हमारा।" }, { "ucid": "21112178945142451", "idx": 9, "speaker": "agent", "start_s": 21.2, "end_s": 21.8, "text_en": "What is the manufacturing, sir?", "text_native": "क्या है सर manufacturing?" }, { "ucid": "21112178945142451", "idx": 10, "speaker": "customer", "start_s": 21.8, "end_s": 23.2, "text_en": "Furniture, it's furniture manufacturing.", "text_native": "Furniture, furniture manufacturing है।" }, { "ucid": "21112178945142451", "idx": 11, "speaker": "agent", "start_s": 23.5, "end_s": 25.2, "text_en": "Okay, so you generally need CR material?", "text_native": "Okay, तो आपको generally CR material लगता है?" }, { "ucid": "21112178945142451", "idx": 12, "speaker": "customer", "start_s": 25.9, "end_s": 26.2, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178945142451", "idx": 13, "speaker": "agent", "start_s": 27.2, "end_s": 29.8, "text_en": "Okay sir, noted. Do you have any requirement currently, sir?", "text_native": "Okay sir, noted. अभी currently कुछ requirement है सर आपका?" }, { "ucid": "21112178945142451", "idx": 14, "speaker": "customer", "start_s": 30.2, "end_s": 31.0, "text_en": "No, not right now.", "text_native": "नहीं, अभी तो नहीं है।" }, { "ucid": "21112178945142451", "idx": 15, "speaker": "agent", "start_s": 31.4, "end_s": 33.3, "text_en": "Not for now. So how much do you consume monthly, sir, of CR?", "text_native": "फिलहाल के लिए नहीं है। तो monthly कितना consume करते हैं सर आप CR?" }, { "ucid": "21112178945142451", "idx": 16, "speaker": "customer", "start_s": 33.8, "end_s": 37.5, "text_en": "Do you have it in flat, like flat iron sheets, or only rolls?", "text_native": "अपना क्या flat में flat वाली भी होती है लोहे की या फिर सिर्फ roll होते हैं?" }, { "ucid": "21112178945142451", "idx": 17, "speaker": "agent", "start_s": 38.1, "end_s": 41.2, "text_en": "Sir, we can do both. We can do it in sheets, meaning we do flat sheets and also coils, both.", "text_native": "सर दोनों कर सकते हैं हम। sheet में भी कर सकते हैं मतलब flat sheet भी करते हैं और coil भी करते हैं दोनों।" }, { "ucid": "21112178945142451", "idx": 18, "speaker": "customer", "start_s": 41.5, "end_s": 43.1, "text_en": "Okay. So what is the rate for the flat?", "text_native": "अच्छा। तो flat का flat का क्या rate आता है अपना?" }, { "ucid": "21112178945142451", "idx": 19, "speaker": "agent", "start_s": 43.4, "end_s": 44.9, "text_en": "Sir, that depends on the thickness, sir, multiple", "text_native": "सर वो thickness के according रहता है सर, multiple" }, { "ucid": "21112178945142451", "idx": 20, "speaker": "customer", "start_s": 44.9, "end_s": 46.6, "text_en": "Five mm, we use five mm.", "text_native": "पांच mm, पांच mm में चलता हमारा।" }, { "ucid": "21112178945142451", "idx": 21, "speaker": "agent", "start_s": 47.2, "end_s": 48.0, "text_en": "Five mm CR?", "text_native": "पांच mm CR?" }, { "ucid": "21112178945142451", "idx": 22, "speaker": "customer", "start_s": 48.4, "end_s": 48.6, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178945142451", "idx": 23, "speaker": "agent", "start_s": 49.2, "end_s": 50.8, "text_en": "Uh sir, that is available in HR. Actually, what happens is, maximum", "text_native": "अह सर वो तो HR में मिलता है। actually में क्या है maximum" }, { "ucid": "21112178945142451", "idx": 24, "speaker": "customer", "start_s": 50.8, "end_s": 52.5, "text_en": "No no HR, yes sorry HR, we don't use CR, we don't use CR.", "text_native": "नहीं नहीं HR, हां sorry HR, CR नहीं चलता, CR नहीं चलता।" }, { "ucid": "21112178945142451", "idx": 25, "speaker": "agent", "start_s": 52.9, "end_s": 54.4, "text_en": "Yes sir, correct. That's what I was asking. Is this E250 grade?", "text_native": "हां सर बराबर। वही मैं पूछ रहा था। E250 grade है क्या ये?" }, { "ucid": "21112178945142451", "idx": 26, "speaker": "customer", "start_s": 54.7, "end_s": 55.1, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178945142451", "idx": 27, "speaker": "agent", "start_s": 55.6, "end_s": 58.2, "text_en": "Which grade is it, sir? Is there any specific grade? E250 for example or", "text_native": "कौनसा grade क्या है सर? कुछ specific grade है क्या? E250 जैसे for example या" }, { "ucid": "21112178945142451", "idx": 28, "speaker": "customer", "start_s": 58.2, "end_s": 60.8, "text_en": "Look, I don't know that much. We, you know, use material from Punjab here.", "text_native": "देखो इतना तो मुझे नहीं पता। हम तो है ना यहां पंजाब का माल चलाते हैं।" }, { "ucid": "21112178945142451", "idx": 29, "speaker": "agent", "start_s": 60.8, "end_s": 67.2, "text_en": "Okay, you use material from Punjab. Okay, let me check once because what is it, for it, right now I haven't received today's market rate. So I'll have to see if the rate has increased or if it's stable.", "text_native": "अच्छा पंजाब का माल चलाते हैं ना। ठीक है मैं एक बार check कर लेता हूं क्योंकि क्या है मैं for it अभी क्या है मेरेको आज का market rate आया नहीं। तो वही देखना पड़ेगा कि rate increase हुआ है कि stable है।" }, { "ucid": "21112178945142451", "idx": 30, "speaker": "agent", "start_s": 67.6, "end_s": 70.4, "text_en": "Whatever the rate is, I will share it with you. This is not your current requirement, right? Or will it come up now?", "text_native": "जो भी rate आएगा मैं आपको share कर दूंगा। ये आपका अभी का requirement नहीं है ना? या अभी आएगा?" }, { "ucid": "21112178945142451", "idx": 31, "speaker": "customer", "start_s": 70.7, "end_s": 74.2, "text_en": "The requirement will be there. Hmm hmm hmm. We have a monthly requirement of approximately fifty to sixty ton.", "text_native": "Requirement रहेगा। हम्म हम्म हम्म। Monthly रहता है हमारा approximate पचास साठ ton का।" }, { "ucid": "21112178945142451", "idx": 32, "speaker": "agent", "start_s": 74.5, "end_s": 81.4, "text_en": "Okay sir, no issue. What I'll do is, I'll share my WhatsApp number with you. Whenever there is a live requirement, you can let me know on it. Sir, do you generally take JSW make only or do you take any make?", "text_native": "Okay sir, कोई issue नहीं है। मैं क्या करता हूं, मैं आपको अपना WhatsApp number share कर देता हूं। कभी भी live requirement कुछ हुई तो आप मुझे उसपे बता सकेंगे। आप सर generally JSW का ही make लेते हैं कि कोई भी make ले लेते हैं?" }, { "ucid": "21112178945142451", "idx": 33, "speaker": "customer", "start_s": 82.2, "end_s": 84.4, "text_en": "Look, we all mainly use the cheaper material from Punjab.", "text_native": "देखो हम सब मेनली है ना पंजाब का माल चलाते हैं सस्ते वाला।" }, { "ucid": "21112178945142451", "idx": 34, "speaker": "agent", "start_s": 84.7, "end_s": 85.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178945142451", "idx": 35, "speaker": "customer", "start_s": 85.4, "end_s": 88.0, "text_en": "We get complaints in that sometimes, the sheets turn out to be hard.", "text_native": "उसमें complaint आती है कई बार, पत्तियां hard निकल जाती है।" }, { "ucid": "21112178945142451", "idx": 36, "speaker": "agent", "start_s": 88.0, "end_s": 95.8, "text_en": "Yes, yes. Sir, you will get a no-problem one in this. You will get it with QC, it will be test certified customer, I mean test certified test. If there is any issue, you can revert to us, we can check it and do that, we can also replace it or we will refund it. If there is an issue.", "text_native": "हां हां। ये सर आपको no problem वाला इसमें मिलेगा। आपको QC के साथ ही मिलेगा, test certified customer मतलब test certified test रहेगा। कुछ भी issue हुआ तो आप हमें revert कर सकते हैं हम उसका check करके उसको वो कर सकते हैं, replace भी कर लेते हैं या तो refund कर देंगे। अगर issue हुआ तो।" }, { "ucid": "21112178945142451", "idx": 37, "speaker": "customer", "start_s": 96.1, "end_s": 98.8, "text_en": "After that, we will also have to look at the costing, what cost the material is coming at.", "text_native": "उसके बाद में फिर costing भी हमें देखनी पड़ेगी क्या cost आ रहा है माल।" }, { "ucid": "21112178945142451", "idx": 38, "speaker": "agent", "start_s": 99.0, "end_s": 102.2, "text_en": "Yes sir, no issue. If this is HR material, you can, I mean, you can also do a test booking for it for HR.", "text_native": "हां सर कोई issue नहीं है। अगर ये HR material है तो आप मतलब test booking भी कर सकते हैं इसको HR के लिए।" }, { "ucid": "21112178945142451", "idx": 39, "speaker": "customer", "start_s": 102.6, "end_s": 106.2, "text_en": "Yes, we use HR material. I mean, we use cheap material but without complaints. To put it in clean language.", "text_native": "हां HR का ही माल चलता है। मतलब सस्ता माल चलता है लेकिन बिना complaint वाला। साफ सुथरी भाषा में बताऊं तो।" }, { "ucid": "21112178945142451", "idx": 40, "speaker": "agent", "start_s": 106.7, "end_s": 111.2, "text_en": "No, that's right, sir. In that, if you take JSW make, if any issue ever comes up, you can directly revert to us. The company is in front of you.", "text_native": "नहीं बराबर है सर। उसमें कैसे है अगर आप JSW make लेंगे तो आपको अगर कभी आया भी कुछ issue तो आप direct हमें revert भी कर सकते हैं। Company है आपके सामने।" }, { "ucid": "21112178945142451", "idx": 41, "speaker": "agent", "start_s": 111.6, "end_s": 115.8, "text_en": "Whenever you tell us, we will revert to you on that and after checking, we will let you know that yes sir, we can replace this or refund it.", "text_native": "आप उसको कभी भी बताएंगे, हम आपको revert करके उसपे और check करके हम आपको एक बता देंगे कि हां सर इसको replace कर सकते हैं या फिर refund कर सकते हैं।" }, { "ucid": "21112178945142451", "idx": 42, "speaker": "customer", "start_s": 116.1, "end_s": 116.6, "text_en": "Okay then.", "text_native": "ठीक है फिर।" }, { "ucid": "21112178945142451", "idx": 43, "speaker": "agent", "start_s": 118.6, "end_s": 119.6, "text_en": "Okay, thank you sir.", "text_native": "Okay, thank you sir." }, { "ucid": "21112178945142451", "idx": 44, "speaker": "customer", "start_s": 120.0, "end_s": 122.2, "text_en": "[inaudible]", "text_native": "[inaudible]" } ], "steps": [ { "ucid": "21112178945142451", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, you had registered on our platform on Friday, this call was regarding that.", "comment": "The agent stated the reason for the call was the customer's registration, which is a non-pushy, helper-oriented opener." }, { "ucid": "21112178945142451", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask for or verify the customer's name, procurement city, or contact details." }, { "ucid": "21112178945142451", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "partial", "earned": 1.5, "questions_hit": 5, "evidence": "What is the manufacturing, sir?", "comment": "The agent successfully discovered business type, application, monthly tonnage, brands used, and current JSW buying status, hitting 5 of 8 required questions." }, { "ucid": "21112178945142451", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "You will get it with QC, it will be test certified customer, I mean test certified test.", "comment": "The agent effectively tailored the platform education to the customer's expressed pain point about quality issues with their current supplier." }, { "ucid": "21112178945142451", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After confirming no immediate requirement, the agent failed to schedule a specific callback date, instead putting the onus on the customer to reach out." }, { "ucid": "21112178945142451", "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 concrete next step; no quote was sent, no specific callback was scheduled, and no walkthrough was booked." } ], "objections": [ { "ucid": "21112178945142451", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "We, you know, use material from Punjab here.", "response": "you can, I mean, you can also do a test booking for it for HR." }, { "ucid": "21112178945142451", "obj_type": "price", "state": "mishandled", "evidence": "Look, we all mainly use the cheaper material from Punjab.", "response": "In that, if you take JSW make, if any issue ever comes up, you can directly revert to us." } ], "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": [] }