{ "ucid": "21112178947338331", "call_date": "2026-09-15", "start_time": "2026-09-15 17:26:23", "end_time": "2026-09-15 17:33:11", "duration_sec": 408, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "Wrap up time exceeded :0", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAff83bc1326e9cb2b586a0c7c7708d3d5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 10, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947338331__DIAff83bc1326e9cb2b586a0c7c7708d3d5.mp3", "audio_bytes": 1136592, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 378.864, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello. (हॅलो)\n[6s] CUSTOMER: Hello. (हॅलो)\n[7s] AGENT: Am I talking to Mr. Narendra Sinha Chauhan?\n[9s] CUSTOMER: Yes sir.\n[10s] AGENT: Yes, I'm talking from JSW One platform. Wanted to check regarding your, you know, enquiry that you have put. So are you currently looking for any HR/CR sheet or coil? (जी, I'm talking from JSW One platform. Wanted to check regarding your, you know, enquiry that you have put. So are you currently looking for any HR/CR sheet or coil?)\n[17s] CUSTOMER: Yes sir, I was looking for it right now, but by mistake my order got confirmed in JSW, I couldn't understand what the scene was. So I was calling regarding that as well. (Yes sir, मैं अभी ढूंढ रहा था, बट गलती से मेरा JSW के अंदर वो ऑर्डर कंफर्म हो गया कि क्या सीन है वो समझ में नहीं आ रहा था। तो उसी रिगार्डिंग मैं कॉल कर रहा था वहां पे भी।)\n[24s] AGENT: Okay, alright sir. No problem. Just tell me if you are looking for HR or CR sheet or coil or TMT? (अच्छा ठीक है सर। कोई बात नहीं। जरा यह बता दीजिए कि आप HR या CR शीट देख रहे या coil या TMT?)\n[28s] CUSTOMER: Uh no, I need a sheet. I needed an HR sheet. 4000 by 2000. Yes, HR sheet. (अ नहीं, शीट चाहिए मेरेको। HR शीट चाहिए थी। 4000 by 2000. Yes, HR sheet.)\n[32s] AGENT: Okay. And thickness? (Okay. और thickness?)\n[33s] CUSTOMER: Uh, it's 5 mm. (Uh, 5 mm है।)\n[35s] AGENT: 5 mm thickness and the width will be 1250 or 1500? (5 mm thickness और width आएगा 1250 या 1500?)\n[37s] CUSTOMER: Uh, 2000 mm. 4000 by 2000 mm.\n[40s] AGENT: Uh, sorry?\n[41s] CUSTOMER: Uh, 4000 mm length and 2000 width.\n[44s] AGENT: Sir, we only have two widths, 1500 or 1250. (सर, width हमारा दो ही आएगा, 1500 नहीं तो 1250.)\n[46s] CUSTOMER: Oh, and you don't have 2000 mm? (अच्छा, और 2000 mm नहीं आता आपके अंदर?)\n[49s] AGENT: 2000 availability won't be there. (2000 का availability नहीं आएगा।)\n[51s] CUSTOMER: Okay. Okay, so uh is 1500 available? (Okay. Okay, so uh 1500 है क्या?)\n[54s] AGENT: Yes, 1500 is available. (हां, 1500 का मिलेगा।)\n[55s] CUSTOMER: Okay, yes. And what is the length? (Okay, हां। और length कितना है?)\n[57s] AGENT: 4000 mm.\n[58s] CUSTOMER: 4000, okay. (4000, ठीक है।)\n[59s] AGENT: And sir your HR, okay. Is there any specific brand or will any primary brand do? (और सर आपका HR, ठीक है। कोई specific brand का कुछ है या नहीं तो कोई भी primary brand का चलेगा?)\n[62s] CUSTOMER: Uh no, like I want SAIL, Jindal and Tata. (अ नहीं, like मेरेको SAIL, Jindal और Tata.)\n[65s] AGENT: SAIL and Tata? (SAIL और Tata का?)\n[66s] CUSTOMER: Yes. SAIL, Jindal also, JSW also.\n[69s] AGENT: Okay, SAIL, Tata and JSW. Okay, got it.\n[71s] CUSTOMER: Yes.\n[72s] AGENT: Sure. And what is the current tonnage that you're looking for?\n[75s] CUSTOMER: Uh, almost one hundred and thirty two to four thirty two tons, sorry. Approximately.\n[79s] AGENT: Thirty two tons.\n[80s] CUSTOMER: Yes.\n[80s] AGENT: Okay, I'll write as thirty two tons for now. Fine. And may I, can you just confirm your delivery location?\n[84s] CUSTOMER: Uh, Ahmedabad.\n[86s] AGENT: Ahmedabad, right?\n[87s] CUSTOMER: Yes.\n[87s] AGENT: Got it. I believe you have already mentioned the pin code in the portal.\n[90s] CUSTOMER: Yes.\n[91s] AGENT: Yeah, perfect. That was not a problem. And how soon you're looking for the delivery? Like is it like immediate requirement or\n[96s] CUSTOMER: Uh, sorry?\n[97s] AGENT: Like, is it an immediate requirement or is it something that you are planning to buy for upcoming\n[100s] CUSTOMER: No, no, immediate requirement.\n[101s] AGENT: Immediate requirement, right? Understood, understood. Not a problem. So sir, Ahmedabad, got it. So not a problem. We will, I can literally help you out with that. Can you just confirm if 8401 8401840752 is your WhatsApp number, right?\n[111s] CUSTOMER: Yes.\n[111s] AGENT: Sure. So I'll share you the details once I get the pricing for your uh what you call enquired material and then kindly confirm me through WhatsApp as well.\n[118s] CUSTOMER: Okay. And in this, like, uh, what do you call it, the order that will be confirmed, will it be from my phone app or will I have to call and intimate? (Okay. और इसके अंदर like uh क्या बोलते हैं कि जो ऑर्डर जो कंफर्म होगा वो like मेरे phone app से होगा या फिर मेरेको कॉल करके intimate करना पड़ेगा?)\n[123s] AGENT: No problem, sir. As soon as I get the pricing, I'll first put it on WhatsApp, and if there's no response, I'll call and tell you. (कोई बात नहीं सर। जैसे ही pricing मिल जाएगा तो मैं आपको पहले WhatsApp में डालता हूं और अगर response नहीं आया तो मैं कॉल करके आपको बता देता हूं।)\n[129s] CUSTOMER: Okay. Because right now, this price, I will have to tell it to my client and then after that I will confirm the order. (Okay. क्योंकि अभी क्या है कि मेरा जो यह price है वो मेरे client को मेरेको बताना पड़ेगा and then उसके बाद मैं ऑर्डर कंफर्म करूंगा।)\n[134s] AGENT: Okay, no problem, sir. As soon as the pricing comes, I will immediately call and tell you. (ठीक है, कोई प्रॉब्लम नहीं सर। मैं pricing आने के वक्त तुरंत ही मैं आपको फोन करके बता देता हूं।)\n[139s] CUSTOMER: Okay, okay, okay. Okay, and in this, what I have put right now, in this JSW app, uh (Okay, okay, okay. Okay, और इसके अंदर जो अभी मैंने जो डाला हुआ है, यह JSW के app के अंदर, uh)\n[143s] AGENT: Yes. (हां।)\n[143s] CUSTOMER: One second. Yes, in JSW One, what it's showing in my order is that like I had submitted it just for the price and then it's showing in the order. So like, I'm not understanding if it went as an order, means, like, in the manner of an order, or if it went for a quotation, like? (एक सेकंड। हां, JSW One के अंदर जो मेरे ऑर्डर के अंदर जो दिखा रहा है कि like मैंने just for price के लिए मैंने submit किया था and then वो ऑर्डर के अंदर दिखा रहा है। तो like वो समझ नहीं आ रहा है कि वो एक ऑर्डर means like order के तरीके से वो गया या फिर वो एक quotation के लिए गया हुआ है, like?)\n[154s] AGENT: No sir, it's not like that. What happens is if you have given any confirmation or something like that, our inside sales team gets your details. And we call you and ask what your requirement is, by when, and after taking all these details, we give you the pricing. And after that your, yeah, after that you can confirm like when you need the delivery, what is the update and all those details. (नहीं सर, वैसा नहीं है। वो क्या किया अगर आपने कुछ कुछ भी confirmation ऐसा कुछ दिया तो आपका डिटेल्स हमारा जो inside sales team होते हैं, उसको मिलता है। और हम आपको फोन करके जैसे ही पूछते हैं, क्या है आपका requirement, कब तक, यह सारा डिटेल्स लेके आपको pricing दे देते हैं। और उसके बाद आपका, yeah, after that you can confirm like when you need the delivery, what is the update and all those details.)\n[166s] CUSTOMER: Okay, okay, okay. Because I just started using this app of yours today. And I just, like I got scared. It said the order is confirmed, what's the scene, like that. (Okay, okay, okay. Because यह आज ही मैंने start किया हुआ था यह app आपका। और just मैंने, like मैं डर गया एकदम। वो बोला कि ऑर्डर कंफर्म हो गया कि क्या सीन है यह करके।)\n[172s] AGENT: Oh, okay, okay. No problem, sir. I will help you. Okay sir, tell me, what do you do? Are you a manufacturer or a trader? (अच्छा, अच्छा, ठीक है। कोई प्रॉब्लम नहीं सर। मैं आपको मदद कर देता हूं। ठीक है सर, यह बताइए कि आप आप क्या करते हो? आप manufacturer हो या trader हो?)\n[177s] CUSTOMER: No, I am a trader. (नहीं, मैं trader हूं।)\n[178s] AGENT: You are a trader. Okay, okay. Okay, no worries. So I'll do one thing, sir, I'll get the current pricing for Ahmedabad and tell you on WhatsApp and then call and tell you. (Trader हो। ठीक है, ठीक है। Okay, no worries. तो मैं एक काम करता हूं सर, अहमदाबाद का अभी का pricing लेके मैं आपको बता देता हूं WhatsApp में और उसके बाद कॉल करके बता देता हूं।)\n[184s] CUSTOMER: Sure, sure, sure.\n[186s] AGENT: Sure. Thank you, thank you so much.\n[187s] CUSTOMER: Okay, and one thing sir, one more thing, that the 2000 mm width that I mentioned, if some other company, like JSW or Tata or SAIL, if any of them make it, can you get a quotation for that and give it to me? (Okay, और एक चीज सर, एक चीज और, कि सर जो 2000 mm width में जो मैं बोला, अगर वो कोई और कंपनी, like JSW है या Tata है या फिर SAIL है, इनमें से कोई अगर बनाता हो, तो आप उसका भी एक बार quotation लेके मेरेको दे सकते हैं क्या?)\n[194s] AGENT: So I'll do one thing, sir, if I ask if there is any other material of 2000 mm or not, they don't give the pricing. What I do is, when I first feed it into the system, I enter 5 mm by 2000 by 4000. Then I will get information from the category if 2000 material is available or not. If it is available, it will tell which brand it is. If it's not available, it immediately says that 2000 mm is not available. Then I will enter 1500 for you. (तो मैं एक काम करता हूं सर, 2000 mm का और कोई material है या कि नहीं, ऐसे पूछने पर वो pricing नहीं देता। मैं क्या करता हूं कि पहले जब system में, system में जब feed करता हूं, तभी मैं 5 mm by 2000 by 4000 में डालता हूं। तब मुझे category से information मिलेगा कि अगर 2000 का भी material available है या कि नहीं। अगर available है तो कौन सा brand का है, वो बता देगा। अगर availability नहीं है तो तुरंत वो बोल देता है कि 2000 mm available नहीं है। तब मैं आपके लिए 1500 डाल के देता हूं।)\n[210s] CUSTOMER: Yes, because I have already gotten uh what do you call it, a confirmation from Tata that 2000 mm is already available with them. (हां, क्योंकि मैंने already Tata के अंदर से मेरेको uh क्या बोलते हैं कि उनका confirmation आ गया है कि already उनके अंदर 2000 mm available है।)\n[216s] AGENT: Oh, okay. Okay. (अच्छा, ठीक है। Okay.)\n[217s] CUSTOMER: Yes. But the thing is, their price from the local dealer here in Ahmedabad, that price is very high. That's why I was doing it through the app. (Yes. But मेरेको क्या है कि जो price उनका जो यहां पे local dealer जो है अहमदाबाद के, तो उसका price बहुत ज्यादा ही आया है। तो इस वजह से मैं app के थ्रू कर रहा था।)\n[223s] AGENT: Okay. Okay, understood.\n[225s] CUSTOMER: Yes.\n[225s] AGENT: No problem, sir. I will check and tell you right now. (कोई प्रॉब्लम नहीं सर। मैं अभी आपको चेक करके आपको बता देता हूं।)\n[228s] CUSTOMER: Okay, okay, okay.\n[229s] AGENT: Okay. Thank you. Thank you, sir.\n[231s] CUSTOMER: Yeah.\n[232s] AGENT: Yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 71, "connected": 1, "audio_notes": "clear: The conversation is heavily code-mixed between Hindi and English.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "71 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 9.0, "pitch_score_band": "green", "pitch_missed_steps": "[\"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When the customer said the local dealer's price was 'very high', that was a perfect trigger to pitch our 'all-inclusive delivered price' USP, but no USPs were mentioned.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "spec_not_available", "supply_details": "Customer requires 2000mm width HR sheet; agent states only 1250mm and 1500mm are typically available.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a trader from Ahmedabad, enquired about a 32 MT, 5mm HR sheet with a 2000mm width. The agent validated the requirement but informed the customer that 2000mm width is not a standard size, offering 1500mm instead. After the customer mentioned a competitor has the 2000mm size, the agent agreed to check availability and revert with a price for both options. The call ended with the agent promising to send a quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, I'm talking from JSW One platform. Wanted to check regarding your, you know, enquiry that you have put.\", \"comment\": \"Agent correctly referenced the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"full\", \"questions_hit\": 5, \"evidence\": \"And what is the current tonnage that you're looking for?\", \"comment\": \"Agent successfully validated all 5 required fields: product, dimensions, quantity, location, and timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Okay sir, tell me, what do you do? Are you a manufacturer or a trader?\", \"comment\": \"Agent asked about the customer's segment (trader) and current brands, but missed end-use, monthly tonnage, and payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"evidence\": \"As soon as the pricing comes, I will immediately call and tell you.\", \"comment\": \"Agent did not have the price but clearly committed to a timeline for reverting with it.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Just tell me if you are looking for HR or CR sheet or coil or TMT?\", \"comment\": \"Agent remained focused on the customer's specific enquiry and did not waste time re-pitching the entire product portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer said the local dealer's price was 'very high', that was a perfect trigger to pitch our 'all-inclusive delivered price' USP, but no USPs were mentioned.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires 2000mm width HR sheet; agent states only 1250mm and 1500mm are typically available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"why_call_used_app\", \"state\": \"handled\", \"evidence\": \"I had submitted it just for the price and then it's showing in the order. So like, I'm not understanding if it went as an order...\", \"response\": \"No sir, it's not like that... our inside sales team gets your details. And we call you and ask what your requirement is... and after taking all these details, we give you the pricing.\"}], \"call_summary\": \"The customer, a trader from Ahmedabad, enquired about a 32 MT, 5mm HR sheet with a 2000mm width. The agent validated the requirement but informed the customer that 2000mm width is not a standard size, offering 1500mm instead. After the customer mentioned a competitor has the 2000mm size, the agent agreed to check availability and revert with a price for both options. The call ended with the agent promising to send a quote.\"}", "error": null, "latency_ms": 60296, "input_tokens": 5840, "output_tokens": 919, "created_at": "2026-09-25 10:43:40", "sentiment": "positive", "sentiment_score": 0.245, "sentiment_confidence": "high", "pos": 19, "neg": 8, "lex_hits": 55, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.576, "agent_talk_sec": 116.9, "customer_talk_sec": 86.1, "dead_air_sec": 205.0, "longest_monologue_sec": 15.4, "agent_wpm": 297.2, "interruptions": 0, "agent_turns": 36, "customer_turns": 35, "discovery_qs": 16, "words_agent": 579, "words_customer": 407, "monologue_heavy": 0, "turns": [ { "ucid": "21112178947338331", "idx": 0, "speaker": "agent", "start_s": 5.3, "end_s": 5.78, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178947338331", "idx": 1, "speaker": "customer", "start_s": 6.1, "end_s": 6.5, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178947338331", "idx": 2, "speaker": "agent", "start_s": 7.08, "end_s": 8.8, "text_en": "Am I talking to Mr. Narendra Sinha Chauhan?", "text_native": "Am I talking to Mr. Narendra Sinha Chauhan?" }, { "ucid": "21112178947338331", "idx": 3, "speaker": "customer", "start_s": 9.1, "end_s": 9.7, "text_en": "Yes sir.", "text_native": "Yes sir." }, { "ucid": "21112178947338331", "idx": 4, "speaker": "agent", "start_s": 10.1, "end_s": 16.8, "text_en": "Yes, I'm talking from JSW One platform. Wanted to check regarding your, you know, enquiry that you have put. So are you currently looking for any HR/CR sheet or coil?", "text_native": "जी, I'm talking from JSW One platform. Wanted to check regarding your, you know, enquiry that you have put. So are you currently looking for any HR/CR sheet or coil?" }, { "ucid": "21112178947338331", "idx": 5, "speaker": "customer", "start_s": 17.0, "end_s": 23.1, "text_en": "Yes sir, I was looking for it right now, but by mistake my order got confirmed in JSW, I couldn't understand what the scene was. So I was calling regarding that as well.", "text_native": "Yes sir, मैं अभी ढूंढ रहा था, बट गलती से मेरा JSW के अंदर वो ऑर्डर कंफर्म हो गया कि क्या सीन है वो समझ में नहीं आ रहा था। तो उसी रिगार्डिंग मैं कॉल कर रहा था वहां पे भी।" }, { "ucid": "21112178947338331", "idx": 6, "speaker": "agent", "start_s": 23.5, "end_s": 27.8, "text_en": "Okay, alright sir. No problem. Just tell me if you are looking for HR or CR sheet or coil or TMT?", "text_native": "अच्छा ठीक है सर। कोई बात नहीं। जरा यह बता दीजिए कि आप HR या CR शीट देख रहे या coil या TMT?" }, { "ucid": "21112178947338331", "idx": 7, "speaker": "customer", "start_s": 28.0, "end_s": 31.2, "text_en": "Uh no, I need a sheet. I needed an HR sheet. 4000 by 2000. Yes, HR sheet.", "text_native": "अ नहीं, शीट चाहिए मेरेको। HR शीट चाहिए थी। 4000 by 2000. Yes, HR sheet." }, { "ucid": "21112178947338331", "idx": 8, "speaker": "agent", "start_s": 31.8, "end_s": 32.8, "text_en": "Okay. And thickness?", "text_native": "Okay. और thickness?" }, { "ucid": "21112178947338331", "idx": 9, "speaker": "customer", "start_s": 33.2, "end_s": 34.2, "text_en": "Uh, it's 5 mm.", "text_native": "Uh, 5 mm है।" }, { "ucid": "21112178947338331", "idx": 10, "speaker": "agent", "start_s": 34.6, "end_s": 36.9, "text_en": "5 mm thickness and the width will be 1250 or 1500?", "text_native": "5 mm thickness और width आएगा 1250 या 1500?" }, { "ucid": "21112178947338331", "idx": 11, "speaker": "customer", "start_s": 37.3, "end_s": 39.4, "text_en": "Uh, 2000 mm. 4000 by 2000 mm.", "text_native": "Uh, 2000 mm. 4000 by 2000 mm." }, { "ucid": "21112178947338331", "idx": 12, "speaker": "agent", "start_s": 40.0, "end_s": 40.5, "text_en": "Uh, sorry?", "text_native": "Uh, sorry?" }, { "ucid": "21112178947338331", "idx": 13, "speaker": "customer", "start_s": 40.8, "end_s": 43.0, "text_en": "Uh, 4000 mm length and 2000 width.", "text_native": "Uh, 4000 mm length and 2000 width." }, { "ucid": "21112178947338331", "idx": 14, "speaker": "agent", "start_s": 43.5, "end_s": 46.0, "text_en": "Sir, we only have two widths, 1500 or 1250.", "text_native": "सर, width हमारा दो ही आएगा, 1500 नहीं तो 1250." }, { "ucid": "21112178947338331", "idx": 15, "speaker": "customer", "start_s": 46.4, "end_s": 48.4, "text_en": "Oh, and you don't have 2000 mm?", "text_native": "अच्छा, और 2000 mm नहीं आता आपके अंदर?" }, { "ucid": "21112178947338331", "idx": 16, "speaker": "agent", "start_s": 48.6, "end_s": 50.2, "text_en": "2000 availability won't be there.", "text_native": "2000 का availability नहीं आएगा।" }, { "ucid": "21112178947338331", "idx": 17, "speaker": "customer", "start_s": 50.6, "end_s": 53.2, "text_en": "Okay. Okay, so uh is 1500 available?", "text_native": "Okay. Okay, so uh 1500 है क्या?" }, { "ucid": "21112178947338331", "idx": 18, "speaker": "agent", "start_s": 53.6, "end_s": 54.8, "text_en": "Yes, 1500 is available.", "text_native": "हां, 1500 का मिलेगा।" }, { "ucid": "21112178947338331", "idx": 19, "speaker": "customer", "start_s": 55.2, "end_s": 56.6, "text_en": "Okay, yes. And what is the length?", "text_native": "Okay, हां। और length कितना है?" }, { "ucid": "21112178947338331", "idx": 20, "speaker": "agent", "start_s": 56.9, "end_s": 57.8, "text_en": "4000 mm.", "text_native": "4000 mm." }, { "ucid": "21112178947338331", "idx": 21, "speaker": "customer", "start_s": 58.0, "end_s": 58.8, "text_en": "4000, okay.", "text_native": "4000, ठीक है।" }, { "ucid": "21112178947338331", "idx": 22, "speaker": "agent", "start_s": 59.0, "end_s": 62.2, "text_en": "And sir your HR, okay. Is there any specific brand or will any primary brand do?", "text_native": "और सर आपका HR, ठीक है। कोई specific brand का कुछ है या नहीं तो कोई भी primary brand का चलेगा?" }, { "ucid": "21112178947338331", "idx": 23, "speaker": "customer", "start_s": 62.5, "end_s": 64.5, "text_en": "Uh no, like I want SAIL, Jindal and Tata.", "text_native": "अ नहीं, like मेरेको SAIL, Jindal और Tata." }, { "ucid": "21112178947338331", "idx": 24, "speaker": "agent", "start_s": 64.8, "end_s": 65.8, "text_en": "SAIL and Tata?", "text_native": "SAIL और Tata का?" }, { "ucid": "21112178947338331", "idx": 25, "speaker": "customer", "start_s": 66.2, "end_s": 68.4, "text_en": "Yes. SAIL, Jindal also, JSW also.", "text_native": "Yes. SAIL, Jindal also, JSW also." }, { "ucid": "21112178947338331", "idx": 26, "speaker": "agent", "start_s": 68.8, "end_s": 70.8, "text_en": "Okay, SAIL, Tata and JSW. Okay, got it.", "text_native": "Okay, SAIL, Tata and JSW. Okay, got it." }, { "ucid": "21112178947338331", "idx": 27, "speaker": "customer", "start_s": 71.2, "end_s": 71.5, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947338331", "idx": 28, "speaker": "agent", "start_s": 71.9, "end_s": 74.4, "text_en": "Sure. And what is the current tonnage that you're looking for?", "text_native": "Sure. And what is the current tonnage that you're looking for?" }, { "ucid": "21112178947338331", "idx": 29, "speaker": "customer", "start_s": 74.8, "end_s": 78.4, "text_en": "Uh, almost one hundred and thirty two to four thirty two tons, sorry. Approximately.", "text_native": "Uh, almost one hundred and thirty two to four thirty two tons, sorry. Approximately." }, { "ucid": "21112178947338331", "idx": 30, "speaker": "agent", "start_s": 78.6, "end_s": 79.2, "text_en": "Thirty two tons.", "text_native": "Thirty two tons." }, { "ucid": "21112178947338331", "idx": 31, "speaker": "customer", "start_s": 79.6, "end_s": 80.0, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947338331", "idx": 32, "speaker": "agent", "start_s": 80.4, "end_s": 84.0, "text_en": "Okay, I'll write as thirty two tons for now. Fine. And may I, can you just confirm your delivery location?", "text_native": "Okay, I'll write as thirty two tons for now. Fine. And may I, can you just confirm your delivery location?" }, { "ucid": "21112178947338331", "idx": 33, "speaker": "customer", "start_s": 84.4, "end_s": 85.6, "text_en": "Uh, Ahmedabad.", "text_native": "Uh, Ahmedabad." }, { "ucid": "21112178947338331", "idx": 34, "speaker": "agent", "start_s": 86.0, "end_s": 86.8, "text_en": "Ahmedabad, right?", "text_native": "Ahmedabad, right?" }, { "ucid": "21112178947338331", "idx": 35, "speaker": "customer", "start_s": 87.0, "end_s": 87.3, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947338331", "idx": 36, "speaker": "agent", "start_s": 87.4, "end_s": 89.8, "text_en": "Got it. I believe you have already mentioned the pin code in the portal.", "text_native": "Got it. I believe you have already mentioned the pin code in the portal." }, { "ucid": "21112178947338331", "idx": 37, "speaker": "customer", "start_s": 90.1, "end_s": 90.4, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947338331", "idx": 38, "speaker": "agent", "start_s": 90.8, "end_s": 95.2, "text_en": "Yeah, perfect. That was not a problem. And how soon you're looking for the delivery? Like is it like immediate requirement or", "text_native": "Yeah, perfect. That was not a problem. And how soon you're looking for the delivery? Like is it like immediate requirement or" }, { "ucid": "21112178947338331", "idx": 39, "speaker": "customer", "start_s": 95.8, "end_s": 96.3, "text_en": "Uh, sorry?", "text_native": "Uh, sorry?" }, { "ucid": "21112178947338331", "idx": 40, "speaker": "agent", "start_s": 96.6, "end_s": 99.8, "text_en": "Like, is it an immediate requirement or is it something that you are planning to buy for upcoming", "text_native": "Like, is it an immediate requirement or is it something that you are planning to buy for upcoming" }, { "ucid": "21112178947338331", "idx": 41, "speaker": "customer", "start_s": 99.9, "end_s": 101.0, "text_en": "No, no, immediate requirement.", "text_native": "No, no, immediate requirement." }, { "ucid": "21112178947338331", "idx": 42, "speaker": "agent", "start_s": 101.2, "end_s": 110.2, "text_en": "Immediate requirement, right? Understood, understood. Not a problem. So sir, Ahmedabad, got it. So not a problem. We will, I can literally help you out with that. Can you just confirm if 8401 8401840752 is your WhatsApp number, right?", "text_native": "Immediate requirement, right? Understood, understood. Not a problem. So sir, Ahmedabad, got it. So not a problem. We will, I can literally help you out with that. Can you just confirm if 8401 8401840752 is your WhatsApp number, right?" }, { "ucid": "21112178947338331", "idx": 43, "speaker": "customer", "start_s": 110.6, "end_s": 111.0, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947338331", "idx": 44, "speaker": "agent", "start_s": 111.4, "end_s": 117.4, "text_en": "Sure. So I'll share you the details once I get the pricing for your uh what you call enquired material and then kindly confirm me through WhatsApp as well.", "text_native": "Sure. So I'll share you the details once I get the pricing for your uh what you call enquired material and then kindly confirm me through WhatsApp as well." }, { "ucid": "21112178947338331", "idx": 45, "speaker": "customer", "start_s": 117.6, "end_s": 122.8, "text_en": "Okay. And in this, like, uh, what do you call it, the order that will be confirmed, will it be from my phone app or will I have to call and intimate?", "text_native": "Okay. और इसके अंदर like uh क्या बोलते हैं कि जो ऑर्डर जो कंफर्म होगा वो like मेरे phone app से होगा या फिर मेरेको कॉल करके intimate करना पड़ेगा?" }, { "ucid": "21112178947338331", "idx": 46, "speaker": "agent", "start_s": 123.2, "end_s": 128.4, "text_en": "No problem, sir. As soon as I get the pricing, I'll first put it on WhatsApp, and if there's no response, I'll call and tell you.", "text_native": "कोई बात नहीं सर। जैसे ही pricing मिल जाएगा तो मैं आपको पहले WhatsApp में डालता हूं और अगर response नहीं आया तो मैं कॉल करके आपको बता देता हूं।" }, { "ucid": "21112178947338331", "idx": 47, "speaker": "customer", "start_s": 128.8, "end_s": 134.0, "text_en": "Okay. Because right now, this price, I will have to tell it to my client and then after that I will confirm the order.", "text_native": "Okay. क्योंकि अभी क्या है कि मेरा जो यह price है वो मेरे client को मेरेको बताना पड़ेगा and then उसके बाद मैं ऑर्डर कंफर्म करूंगा।" }, { "ucid": "21112178947338331", "idx": 48, "speaker": "agent", "start_s": 134.4, "end_s": 138.2, "text_en": "Okay, no problem, sir. As soon as the pricing comes, I will immediately call and tell you.", "text_native": "ठीक है, कोई प्रॉब्लम नहीं सर। मैं pricing आने के वक्त तुरंत ही मैं आपको फोन करके बता देता हूं।" }, { "ucid": "21112178947338331", "idx": 49, "speaker": "customer", "start_s": 138.6, "end_s": 142.4, "text_en": "Okay, okay, okay. Okay, and in this, what I have put right now, in this JSW app, uh", "text_native": "Okay, okay, okay. Okay, और इसके अंदर जो अभी मैंने जो डाला हुआ है, यह JSW के app के अंदर, uh" }, { "ucid": "21112178947338331", "idx": 50, "speaker": "agent", "start_s": 142.6, "end_s": 143.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178947338331", "idx": 51, "speaker": "customer", "start_s": 143.4, "end_s": 153.4, "text_en": "One second. Yes, in JSW One, what it's showing in my order is that like I had submitted it just for the price and then it's showing in the order. So like, I'm not understanding if it went as an order, means, like, in the manner of an order, or if it went for a quotation, like?", "text_native": "एक सेकंड। हां, JSW One के अंदर जो मेरे ऑर्डर के अंदर जो दिखा रहा है कि like मैंने just for price के लिए मैंने submit किया था and then वो ऑर्डर के अंदर दिखा रहा है। तो like वो समझ नहीं आ रहा है कि वो एक ऑर्डर means like order के तरीके से वो गया या फिर वो एक quotation के लिए गया हुआ है, like?" }, { "ucid": "21112178947338331", "idx": 52, "speaker": "agent", "start_s": 153.6, "end_s": 165.4, "text_en": "No sir, it's not like that. What happens is if you have given any confirmation or something like that, our inside sales team gets your details. And we call you and ask what your requirement is, by when, and after taking all these details, we give you the pricing. And after that your, yeah, after that you can confirm like when you need the delivery, what is the update and all those details.", "text_native": "नहीं सर, वैसा नहीं है। वो क्या किया अगर आपने कुछ कुछ भी confirmation ऐसा कुछ दिया तो आपका डिटेल्स हमारा जो inside sales team होते हैं, उसको मिलता है। और हम आपको फोन करके जैसे ही पूछते हैं, क्या है आपका requirement, कब तक, यह सारा डिटेल्स लेके आपको pricing दे देते हैं। और उसके बाद आपका, yeah, after that you can confirm like when you need the delivery, what is the update and all those details." }, { "ucid": "21112178947338331", "idx": 53, "speaker": "customer", "start_s": 165.8, "end_s": 171.4, "text_en": "Okay, okay, okay. Because I just started using this app of yours today. And I just, like I got scared. It said the order is confirmed, what's the scene, like that.", "text_native": "Okay, okay, okay. Because यह आज ही मैंने start किया हुआ था यह app आपका। और just मैंने, like मैं डर गया एकदम। वो बोला कि ऑर्डर कंफर्म हो गया कि क्या सीन है यह करके।" }, { "ucid": "21112178947338331", "idx": 54, "speaker": "agent", "start_s": 171.6, "end_s": 176.4, "text_en": "Oh, okay, okay. No problem, sir. I will help you. Okay sir, tell me, what do you do? Are you a manufacturer or a trader?", "text_native": "अच्छा, अच्छा, ठीक है। कोई प्रॉब्लम नहीं सर। मैं आपको मदद कर देता हूं। ठीक है सर, यह बताइए कि आप आप क्या करते हो? आप manufacturer हो या trader हो?" }, { "ucid": "21112178947338331", "idx": 55, "speaker": "customer", "start_s": 176.6, "end_s": 177.8, "text_en": "No, I am a trader.", "text_native": "नहीं, मैं trader हूं।" }, { "ucid": "21112178947338331", "idx": 56, "speaker": "agent", "start_s": 178.2, "end_s": 184.2, "text_en": "You are a trader. Okay, okay. Okay, no worries. So I'll do one thing, sir, I'll get the current pricing for Ahmedabad and tell you on WhatsApp and then call and tell you.", "text_native": "Trader हो। ठीक है, ठीक है। Okay, no worries. तो मैं एक काम करता हूं सर, अहमदाबाद का अभी का pricing लेके मैं आपको बता देता हूं WhatsApp में और उसके बाद कॉल करके बता देता हूं।" }, { "ucid": "21112178947338331", "idx": 57, "speaker": "customer", "start_s": 184.4, "end_s": 185.2, "text_en": "Sure, sure, sure.", "text_native": "Sure, sure, sure." }, { "ucid": "21112178947338331", "idx": 58, "speaker": "agent", "start_s": 185.6, "end_s": 186.8, "text_en": "Sure. Thank you, thank you so much.", "text_native": "Sure. Thank you, thank you so much." }, { "ucid": "21112178947338331", "idx": 59, "speaker": "customer", "start_s": 187.0, "end_s": 194.0, "text_en": "Okay, and one thing sir, one more thing, that the 2000 mm width that I mentioned, if some other company, like JSW or Tata or SAIL, if any of them make it, can you get a quotation for that and give it to me?", "text_native": "Okay, और एक चीज सर, एक चीज और, कि सर जो 2000 mm width में जो मैं बोला, अगर वो कोई और कंपनी, like JSW है या Tata है या फिर SAIL है, इनमें से कोई अगर बनाता हो, तो आप उसका भी एक बार quotation लेके मेरेको दे सकते हैं क्या?" }, { "ucid": "21112178947338331", "idx": 60, "speaker": "agent", "start_s": 194.4, "end_s": 209.8, "text_en": "So I'll do one thing, sir, if I ask if there is any other material of 2000 mm or not, they don't give the pricing. What I do is, when I first feed it into the system, I enter 5 mm by 2000 by 4000. Then I will get information from the category if 2000 material is available or not. If it is available, it will tell which brand it is. If it's not available, it immediately says that 2000 mm is not available. Then I will enter 1500 for you.", "text_native": "तो मैं एक काम करता हूं सर, 2000 mm का और कोई material है या कि नहीं, ऐसे पूछने पर वो pricing नहीं देता। मैं क्या करता हूं कि पहले जब system में, system में जब feed करता हूं, तभी मैं 5 mm by 2000 by 4000 में डालता हूं। तब मुझे category से information मिलेगा कि अगर 2000 का भी material available है या कि नहीं। अगर available है तो कौन सा brand का है, वो बता देगा। अगर availability नहीं है तो तुरंत वो बोल देता है कि 2000 mm available नहीं है। तब मैं आपके लिए 1500 डाल के देता हूं।" }, { "ucid": "21112178947338331", "idx": 61, "speaker": "customer", "start_s": 210.0, "end_s": 215.4, "text_en": "Yes, because I have already gotten uh what do you call it, a confirmation from Tata that 2000 mm is already available with them.", "text_native": "हां, क्योंकि मैंने already Tata के अंदर से मेरेको uh क्या बोलते हैं कि उनका confirmation आ गया है कि already उनके अंदर 2000 mm available है।" }, { "ucid": "21112178947338331", "idx": 62, "speaker": "agent", "start_s": 215.6, "end_s": 217.0, "text_en": "Oh, okay. Okay.", "text_native": "अच्छा, ठीक है। Okay." }, { "ucid": "21112178947338331", "idx": 63, "speaker": "customer", "start_s": 217.4, "end_s": 223.0, "text_en": "Yes. But the thing is, their price from the local dealer here in Ahmedabad, that price is very high. That's why I was doing it through the app.", "text_native": "Yes. But मेरेको क्या है कि जो price उनका जो यहां पे local dealer जो है अहमदाबाद के, तो उसका price बहुत ज्यादा ही आया है। तो इस वजह से मैं app के थ्रू कर रहा था।" }, { "ucid": "21112178947338331", "idx": 64, "speaker": "agent", "start_s": 223.4, "end_s": 224.4, "text_en": "Okay. Okay, understood.", "text_native": "Okay. Okay, understood." }, { "ucid": "21112178947338331", "idx": 65, "speaker": "customer", "start_s": 224.6, "end_s": 225.0, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178947338331", "idx": 66, "speaker": "agent", "start_s": 225.2, "end_s": 227.4, "text_en": "No problem, sir. I will check and tell you right now.", "text_native": "कोई प्रॉब्लम नहीं सर। मैं अभी आपको चेक करके आपको बता देता हूं।" }, { "ucid": "21112178947338331", "idx": 67, "speaker": "customer", "start_s": 227.8, "end_s": 228.6, "text_en": "Okay, okay, okay.", "text_native": "Okay, okay, okay." }, { "ucid": "21112178947338331", "idx": 68, "speaker": "agent", "start_s": 229.0, "end_s": 230.4, "text_en": "Okay. Thank you. Thank you, sir.", "text_native": "Okay. Thank you. Thank you, sir." }, { "ucid": "21112178947338331", "idx": 69, "speaker": "customer", "start_s": 230.6, "end_s": 231.0, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178947338331", "idx": 70, "speaker": "agent", "start_s": 231.6, "end_s": 232.0, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178947338331", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes, I'm talking from JSW One platform. Wanted to check regarding your, you know, enquiry that you have put.", "comment": "Agent correctly referenced the customer's platform submission at the start of the call." }, { "ucid": "21112178947338331", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "full", "earned": 3.0, "questions_hit": 5, "evidence": "And what is the current tonnage that you're looking for?", "comment": "Agent successfully validated all 5 required fields: product, dimensions, quantity, location, and timeline." }, { "ucid": "21112178947338331", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 2, "evidence": "Okay sir, tell me, what do you do? Are you a manufacturer or a trader?", "comment": "Agent asked about the customer's segment (trader) and current brands, but missed end-use, monthly tonnage, and payment terms." }, { "ucid": "21112178947338331", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "As soon as the pricing comes, I will immediately call and tell you.", "comment": "Agent did not have the price but clearly committed to a timeline for reverting with it." }, { "ucid": "21112178947338331", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Just tell me if you are looking for HR or CR sheet or coil or TMT?", "comment": "Agent remained focused on the customer's specific enquiry and did not waste time re-pitching the entire product portfolio." } ], "objections": [ { "ucid": "21112178947338331", "obj_type": "why_call_used_app", "state": "handled", "evidence": "I had submitted it just for the price and then it's showing in the order. So like, I'm not understanding if it went as an order...", "response": "No sir, it's not like that... our inside sales team gets your details. And we call you and ask what your requirement is... and after taking all these details, we give you the pricing." } ], "missed_steps": [ "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }