{ "ucid": "21112178954371471", "call_date": "2026-09-16", "start_time": "2026-09-16 12:58:34", "end_time": "2026-09-16 13:03:22", "duration_sec": 288, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdf91f4d175ba7894b97d186b47ce5cb0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1746, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954371471__DIAdf91f4d175ba7894b97d186b47ce5cb0.mp3", "audio_bytes": 766800, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 255.6, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[7s] CUSTOMER: Hello.\n[8s] CUSTOMER: Yes, who is this? (हां जी कौन?)\n[9s] AGENT: Sir, I was speaking from [inaudible] from there. (सर [inaudible] से बात कर रहा था मैं तो वहां से।)\n[11s] CUSTOMER: What, sir? (क्या सर?)\n[12s] AGENT: Sir, I was calling from JSW One. (सर JSW One से बात कर रहा था।)\n[13s] CUSTOMER: Okay. Your voice is breaking right now, sir. (अच्छा। आवाज ब्रेक हो रही है सर अभी आपकी।)\n[16s] AGENT: Hello, is it audible now, sir? (Hello, अभी आ रही है सर?)\n[17s] CUSTOMER: It is, go ahead. (आ रही है, बोलिए।)\n[18s] AGENT: I was saying, sir, I'm calling from JSW One. Your PBS structure was registered. Do you have any new requirements for it now? (मैं बोल रहा था सर, JSW One से बात कर रहा था। ये आपका PBS structure registered था। अभी इसमें कुछ requirement है क्या आपका नया चल रहा है?)\n[24s] CUSTOMER: Sir, the requirement is always there, sir. I have given it to you people many times. But no reply ever comes after giving it. (Requirement सर रहती है सर, मैं बहुत बार दे चुका हूं सर आप लोगों को। पर कुछ reply आता नहीं है सर देने के बाद कभी भी।)\n[28s] CUSTOMER: Every time a new person calls. (हर बार नया person phone करता है।)\n[30s] AGENT: It's been a long time for this thing, sir. (काफी टाइम हो गया सर इस चीज को।)\n[31s] AGENT: Sir, on the system, the last one is from last year. Now I don't know what you shared. (सर system पे last time तो last year का ही पड़ा हुआ है। अब पता नहीं आपने क्या share किया।)\n[34s] CUSTOMER: I don't know. I get a lot of calls. The call comes, sir, it comes many times, and we talk too. (पता नहीं। फोन तो बहुत बार आता है। फोन आता है सर, बहुत बार आता है, बात भी करते हैं।)\n[38s] CUSTOMER: After that, nothing special happens, like, you know sir, a proper person is following up, chasing it. (उसके बाद कोई खास ऐसा कोई नहीं आता कि कोई, होता है ना सर, proper कोई आदमी follow up कर रहा है, पीछे कर रहा है।)\n[42s] CUSTOMER: Every time a new, new person, a new person talks. (हर बार नए, नए person, नया person बात करता है।)\n[44s] AGENT: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[44s] CUSTOMER: But even when we give the requirement, I have given the requirement on WhatsApp two or three times. But the rates never come on any day, sir. (पर requirement देते भी हैं तो दो-तीन बार WhatsApp पे requirement भी दिया है उनको। पर rate आते ही नहीं है किसी दिन सर।)\n[49s] CUSTOMER: After saving this number, the rates never come from your side. (ये number save करके उसमें rate उसके बाद आते ही नहीं आपके यहां से।)\n[51s] AGENT: Hmm hmm. (हम्म हम्म।)\n[51s] CUSTOMER: I don't know, we send a requirement, but no reply comes. (पता नहीं हम कोई requirement भेजते हैं, कोई reply तो आता नहीं है।)\n[54s] AGENT: You should get the rate like that, our best sellers quote you. (ऐसा rate तो मिलना चाहिए, हमारे best seller ही आपको quote करते हैं।)\n[57s] CUSTOMER: What, sir? (क्या सर?)\n[58s] AGENT: Sir, actually [inaudible] the price list [inaudible] you should have received the rate. (सर actually [inaudible] तो price list [inaudible] rate तो आपको मिलना चाहिए था।)\n[62s] AGENT: I don't know where the gap is coming from, but... (I don't know, gap कहां से आ रहा है but...)\n[65s] CUSTOMER: It's not just my complaint, sir. And all the people connected with us in this, your calls come, everyone says the same thing. This is not my complaint alone. (मेरे अकेले की complaint नहीं है सर। And जितने भी हमारे इसमें बहुत से लोग जुड़े हैं, आप लोगों के फोन आते हैं, सब लोगों का यही कहना है। मेरे अकेले की complaint नहीं है ये।)\n[70s] CUSTOMER: That sir, this is happening with me. (कि सर जी मेरे साथ ऐसा हो रहा है।)\n[72s] CUSTOMER: It's happening with everyone. You people call, after that, there is absolutely no reply from your end. (सभी के साथ में हो रहा है। फोन करते हैं आप लोग, उसके बाद reply बिल्कुल आगे से नहीं है।)\n[74s] AGENT: Hmm hmm. (हम्म हम्म।)\n[75s] CUSTOMER: And our requirement is always there, sir. We face a shortage of everything, we have a daily requirement. (और हमारी requirement तो हमेशा रहती है सर। हर चीज की shortage ही पड़ती है, daily हमें requirement पड़ती है।)\n[79s] AGENT: Okay. (अच्छा।)\n[79s] CUSTOMER: This is not a client who can be dealt with only once from one number. (ये तो कोई ऐसा तो है नहीं client है जो एक number से एक ही बार deal हो पाएगा।)\n[82s] CUSTOMER: Those in the building line, we have a daily requirement every day. (Building line में आने वाले रोज, रोज तो daily requirement रहती है हमारी तो।)\n[85s] AGENT: Yes, yes. Okay, sir. (हां जी, हां जी। ठीक है सर।)\n[86s] CUSTOMER: Now if your reply doesn't come, what will one do next? (अब आप reply नहीं आ रहा तो आगे से तो क्या करेगा?)\n[88s] AGENT: No sir, I will definitely reply. You share a query with me. Here on your WhatsApp... (नहीं सर, reply बिल्कुल करूंगा मैं। आप एक query मेरे साथ share करो। इधर आपके WhatsApp पे तो...)\n[90s] CUSTOMER: You tell me, what is the rate for five to ten? (आप ही तो बता दीजिए ना, पांच से दस का क्या rate है?)\n[92s] AGENT: Today's, what is the rate for eight to ten? (आज का, आठ के दस का rate कितना है?)\n[94s] CUSTOMER: Thickness five to ten. (Thickness पांच से दस।)\n[95s] AGENT: Hmm hmm hmm. 64200. That was yesterday's, today's hasn't come yet. (हम्म हम्म हम्म। 64200. वो कल का था, आज का वैसे आया नहीं है।)\n[98s] AGENT: As far as I know, they were saying the market will go down by five hundred because the local market rate had fallen yesterday. (जहां तक है कि पांच सौ market बोल रहे थे नीचे जाएगा क्योंकि local market का rate गिरा था कल।)\n[101s] CUSTOMER: Yes, yes. (हां हां।)\n[102s] AGENT: Hmm hmm hmm. So let today's rate come, then we'll see. (हम्म हम्म हम्म। तो अभी आज का rate तो आ जाए, फिर देखते हैं।)\n[105s] AGENT: Yesterday it was 64200. (कल तो 64200 था।)\n[106s] CUSTOMER: 64200 was yesterday? (64200 था कल?)\n[107s] AGENT: Hmm hmm. FOR, is it FOR or ex-work? (हम्म हम्म। FOR, FOR है या ex-work?)\n[109s] CUSTOMER: This was for Ghaziabad. Ex-Ghaziabad. (ये गाजियाबाद का था। Ex-गाजियाबाद।)\n[110s] AGENT: Okay. Ex-Ghaziabad's. (अच्छा। Ex-गाजियाबाद का।)\n[112s] AGENT: Hmm hmm. You are telling me the rate for 250? (हम्म हम्म। 250 का rate बता रहे हैं मुझे?)\n[113s] CUSTOMER: Yes sir, 250. (हां सर, 250।)\n[114s] AGENT: Hmm. (हम्म।)\n[116s] CUSTOMER: Okay sir, I understood. (ठीक है सर, समझ गया मैं।)\n[117s] CUSTOMER: Once, or else, it's not regular that you... or else we get some messages that this is the rate, a standard, its standard rates should come. (एक बार, या तो फिर मतलब कि regular नहीं होता कि आपके, या तो फिर हमारे पास कोई messages आ जाएं कि ये rate है, एक standard, standard इसके rate आ जाएं।)\n[122s] AGENT: Okay, okay. (अच्छा अच्छा।)\n[122s] AGENT: No sir, look, on this WhatsApp of yours, I guess I had messaged before too but it's only showing a single tick. Is this not your WhatsApp? (नहीं सर, अभी देखो जी, आपके ये वाले जो WhatsApp है ना आपका, इसपे मैंने message तो I guess पहले भी किया था but इसमें single tick ही जा रहा है message। ये WhatsApp नहीं है क्या आपका?)\n[128s] CUSTOMER: It is, it is WhatsApp. (है, WhatsApp है।)\n[128s] AGENT: Okay. I have just sent a message. If you want to know the rates, just send a message, I get the rates daily. (अच्छा। मैंने अभी message तो डाला है मैंने। आपको rate-wate जानना हो तो message डाल दीजिए, rate तो रोज ही आते हैं मेरे पास में।)\n[132s] AGENT: That I will tell you. (वो तो मैं आपको बता ही दूंगा।)\n[134s] AGENT: Okay? So I have messaged now, it shows a single tick, you check it once after receiving. (ठीक है? तो मैंने message किया अभी, single tick गया है, एक बारी आप देख लेना receive करके।)\n[137s] AGENT: I have also mentioned the mail. So if there's a requirement, connect. (मैंने mail भी mention कर दिया है। तो requirement हो तो connect करना।)\n[139s] CUSTOMER: I haven't received the message... (मेरे पास तो message...)\n[140s] AGENT: [inaudible] 9875\n[142s] CUSTOMER: 8896751232?\n[144s] AGENT: Yes, this one, I sent a message on this but it's a single tick. The message hasn't been delivered yet. (हां, यही, इसी पे मैंने message तो डाला but single tick ही है। आया नहीं message अभी तक।)\n[148s] CUSTOMER: Maybe it's because of the phone that it's not coming. (शायद हो सकता है फोन के ऊपर है इसलिए नहीं आ रहा होगा।)\n[149s] CUSTOMER: Do you have this mail? info@fabtech.com (ये mail है आपके पास? info@fabtech.com)\n[151s] AGENT: Yes, this is ours, sir. (हां, यही है सर हमारी।)\n[153s] AGENT: I'll also send a mail to this mail ID of yours. (मैं आपके ये mail पे मैं mail भी डाल देता हूं एक।)\n[155s] CUSTOMER: Okay. (ठीक है।)\n[156s] AGENT: Okay? (ठीक है?)\n[156s] CUSTOMER: Okay, send it. (ठीक है, डाल दीजिए।)\n[157s] AGENT: Okay. Yes. (Okay. हां जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 74, "connected": 1, "audio_notes": "noisy: The agent's line has significant call-center background noise and is occasionally muffled, making some words hard to discern.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "74 turns, clean transcript (4% 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "When a customer complains about past service, first acknowledge their frustration, then pivot back to discovery to understand their business instead of letting the call derail into a simple price check.", "usp_relevance": "none", "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 customer, likely a PEB manufacturer, immediately complained about poor past service from JSW One, stating that requirements are sent but no quotes are ever received. The agent skipped discovery and instead fielded a direct price query for 5-10mm HR material in Ghaziabad, providing the previous day's rate. The call ended with the agent promising to send an email with contact details, but the customer's core complaint was not resolved and no business needs were explored.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the six required discovery questions; the conversation was driven by the customer's complaint and price query.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, as no discovery was conducted to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: You tell me, what is the rate for five to ten? ... Thickness five to ten.\", \"comment\": \"Agent successfully qualified the specific requirement the customer raised, capturing thickness, grade (250), and location (Ghaziabad).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I'll also send a mail to this mail ID of yours. CUSTOMER: Okay, send it.\", \"comment\": \"Agent established a clear and agreed-upon next step of sending an email with contact details.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer complains about past service, first acknowledge their frustration, then pivot back to discovery to understand their business instead of letting the call derail into a simple price check.\", \"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\": \"mishandled\", \"evidence\": \"I have given it to you people many times. But no reply ever comes after giving it.\", \"response\": \"No sir, I will definitely reply. You share a query with me.\"}], \"call_summary\": \"The customer, likely a PEB manufacturer, immediately complained about poor past service from JSW One, stating that requirements are sent but no quotes are ever received. The agent skipped discovery and instead fielded a direct price query for 5-10mm HR material in Ghaziabad, providing the previous day's rate. The call ended with the agent promising to send an email with contact details, but the customer's core complaint was not resolved and no business needs were explored.\"}", "error": null, "latency_ms": 36480, "input_tokens": 5349, "output_tokens": 849, "created_at": "2026-09-25 12:10:27", "sentiment": "positive", "sentiment_score": 0.377, "sentiment_confidence": "high", "pos": 16, "neg": 12, "lex_hits": 30, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.493, "agent_talk_sec": 63.0, "customer_talk_sec": 64.7, "dead_air_sec": 160.3, "longest_monologue_sec": 9.0, "agent_wpm": 327.6, "interruptions": 0, "agent_turns": 37, "customer_turns": 37, "discovery_qs": 8, "words_agent": 344, "words_customer": 350, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954371471", "idx": 0, "speaker": "customer", "start_s": 5.0, "end_s": 5.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178954371471", "idx": 1, "speaker": "agent", "start_s": 6.2, "end_s": 6.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178954371471", "idx": 2, "speaker": "customer", "start_s": 7.2, "end_s": 7.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178954371471", "idx": 3, "speaker": "customer", "start_s": 8.0, "end_s": 8.5, "text_en": "Yes, who is this?", "text_native": "हां जी कौन?" }, { "ucid": "21112178954371471", "idx": 4, "speaker": "agent", "start_s": 8.9, "end_s": 10.5, "text_en": "Sir, I was speaking from [inaudible] from there.", "text_native": "सर [inaudible] से बात कर रहा था मैं तो वहां से।" }, { "ucid": "21112178954371471", "idx": 5, "speaker": "customer", "start_s": 10.8, "end_s": 11.2, "text_en": "What, sir?", "text_native": "क्या सर?" }, { "ucid": "21112178954371471", "idx": 6, "speaker": "agent", "start_s": 11.5, "end_s": 12.9, "text_en": "Sir, I was calling from JSW One.", "text_native": "सर JSW One से बात कर रहा था।" }, { "ucid": "21112178954371471", "idx": 7, "speaker": "customer", "start_s": 13.4, "end_s": 15.2, "text_en": "Okay. Your voice is breaking right now, sir.", "text_native": "अच्छा। आवाज ब्रेक हो रही है सर अभी आपकी।" }, { "ucid": "21112178954371471", "idx": 8, "speaker": "agent", "start_s": 15.8, "end_s": 16.9, "text_en": "Hello, is it audible now, sir?", "text_native": "Hello, अभी आ रही है सर?" }, { "ucid": "21112178954371471", "idx": 9, "speaker": "customer", "start_s": 17.3, "end_s": 17.9, "text_en": "It is, go ahead.", "text_native": "आ रही है, बोलिए।" }, { "ucid": "21112178954371471", "idx": 10, "speaker": "agent", "start_s": 18.0, "end_s": 22.4, "text_en": "I was saying, sir, I'm calling from JSW One. Your PBS structure was registered. Do you have any new requirements for it now?", "text_native": "मैं बोल रहा था सर, JSW One से बात कर रहा था। ये आपका PBS structure registered था। अभी इसमें कुछ requirement है क्या आपका नया चल रहा है?" }, { "ucid": "21112178954371471", "idx": 11, "speaker": "customer", "start_s": 23.5, "end_s": 28.0, "text_en": "Sir, the requirement is always there, sir. I have given it to you people many times. But no reply ever comes after giving it.", "text_native": "Requirement सर रहती है सर, मैं बहुत बार दे चुका हूं सर आप लोगों को। पर कुछ reply आता नहीं है सर देने के बाद कभी भी।" }, { "ucid": "21112178954371471", "idx": 12, "speaker": "customer", "start_s": 28.5, "end_s": 29.8, "text_en": "Every time a new person calls.", "text_native": "हर बार नया person phone करता है।" }, { "ucid": "21112178954371471", "idx": 13, "speaker": "agent", "start_s": 30.0, "end_s": 31.0, "text_en": "It's been a long time for this thing, sir.", "text_native": "काफी टाइम हो गया सर इस चीज को।" }, { "ucid": "21112178954371471", "idx": 14, "speaker": "agent", "start_s": 31.4, "end_s": 34.3, "text_en": "Sir, on the system, the last one is from last year. Now I don't know what you shared.", "text_native": "सर system पे last time तो last year का ही पड़ा हुआ है। अब पता नहीं आपने क्या share किया।" }, { "ucid": "21112178954371471", "idx": 15, "speaker": "customer", "start_s": 34.3, "end_s": 37.0, "text_en": "I don't know. I get a lot of calls. The call comes, sir, it comes many times, and we talk too.", "text_native": "पता नहीं। फोन तो बहुत बार आता है। फोन आता है सर, बहुत बार आता है, बात भी करते हैं।" }, { "ucid": "21112178954371471", "idx": 16, "speaker": "customer", "start_s": 37.6, "end_s": 41.5, "text_en": "After that, nothing special happens, like, you know sir, a proper person is following up, chasing it.", "text_native": "उसके बाद कोई खास ऐसा कोई नहीं आता कि कोई, होता है ना सर, proper कोई आदमी follow up कर रहा है, पीछे कर रहा है।" }, { "ucid": "21112178954371471", "idx": 17, "speaker": "customer", "start_s": 41.9, "end_s": 43.8, "text_en": "Every time a new, new person, a new person talks.", "text_native": "हर बार नए, नए person, नया person बात करता है।" }, { "ucid": "21112178954371471", "idx": 18, "speaker": "agent", "start_s": 43.8, "end_s": 44.3, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178954371471", "idx": 19, "speaker": "customer", "start_s": 44.4, "end_s": 48.1, "text_en": "But even when we give the requirement, I have given the requirement on WhatsApp two or three times. But the rates never come on any day, sir.", "text_native": "पर requirement देते भी हैं तो दो-तीन बार WhatsApp पे requirement भी दिया है उनको। पर rate आते ही नहीं है किसी दिन सर।" }, { "ucid": "21112178954371471", "idx": 20, "speaker": "customer", "start_s": 48.6, "end_s": 50.8, "text_en": "After saving this number, the rates never come from your side.", "text_native": "ये number save करके उसमें rate उसके बाद आते ही नहीं आपके यहां से।" }, { "ucid": "21112178954371471", "idx": 21, "speaker": "agent", "start_s": 50.8, "end_s": 51.3, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178954371471", "idx": 22, "speaker": "customer", "start_s": 51.4, "end_s": 53.8, "text_en": "I don't know, we send a requirement, but no reply comes.", "text_native": "पता नहीं हम कोई requirement भेजते हैं, कोई reply तो आता नहीं है।" }, { "ucid": "21112178954371471", "idx": 23, "speaker": "agent", "start_s": 54.2, "end_s": 56.4, "text_en": "You should get the rate like that, our best sellers quote you.", "text_native": "ऐसा rate तो मिलना चाहिए, हमारे best seller ही आपको quote करते हैं।" }, { "ucid": "21112178954371471", "idx": 24, "speaker": "customer", "start_s": 56.7, "end_s": 57.1, "text_en": "What, sir?", "text_native": "क्या सर?" }, { "ucid": "21112178954371471", "idx": 25, "speaker": "agent", "start_s": 57.5, "end_s": 61.4, "text_en": "Sir, actually [inaudible] the price list [inaudible] you should have received the rate.", "text_native": "सर actually [inaudible] तो price list [inaudible] rate तो आपको मिलना चाहिए था।" }, { "ucid": "21112178954371471", "idx": 26, "speaker": "agent", "start_s": 62.2, "end_s": 64.1, "text_en": "I don't know where the gap is coming from, but...", "text_native": "I don't know, gap कहां से आ रहा है but..." }, { "ucid": "21112178954371471", "idx": 27, "speaker": "customer", "start_s": 64.6, "end_s": 69.2, "text_en": "It's not just my complaint, sir. And all the people connected with us in this, your calls come, everyone says the same thing. This is not my complaint alone.", "text_native": "मेरे अकेले की complaint नहीं है सर। And जितने भी हमारे इसमें बहुत से लोग जुड़े हैं, आप लोगों के फोन आते हैं, सब लोगों का यही कहना है। मेरे अकेले की complaint नहीं है ये।" }, { "ucid": "21112178954371471", "idx": 28, "speaker": "customer", "start_s": 69.6, "end_s": 70.9, "text_en": "That sir, this is happening with me.", "text_native": "कि सर जी मेरे साथ ऐसा हो रहा है।" }, { "ucid": "21112178954371471", "idx": 29, "speaker": "customer", "start_s": 71.5, "end_s": 74.0, "text_en": "It's happening with everyone. You people call, after that, there is absolutely no reply from your end.", "text_native": "सभी के साथ में हो रहा है। फोन करते हैं आप लोग, उसके बाद reply बिल्कुल आगे से नहीं है।" }, { "ucid": "21112178954371471", "idx": 30, "speaker": "agent", "start_s": 74.0, "end_s": 74.4, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178954371471", "idx": 31, "speaker": "customer", "start_s": 75.3, "end_s": 78.6, "text_en": "And our requirement is always there, sir. We face a shortage of everything, we have a daily requirement.", "text_native": "और हमारी requirement तो हमेशा रहती है सर। हर चीज की shortage ही पड़ती है, daily हमें requirement पड़ती है।" }, { "ucid": "21112178954371471", "idx": 32, "speaker": "agent", "start_s": 78.9, "end_s": 79.3, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178954371471", "idx": 33, "speaker": "customer", "start_s": 79.4, "end_s": 82.1, "text_en": "This is not a client who can be dealt with only once from one number.", "text_native": "ये तो कोई ऐसा तो है नहीं client है जो एक number से एक ही बार deal हो पाएगा।" }, { "ucid": "21112178954371471", "idx": 34, "speaker": "customer", "start_s": 82.5, "end_s": 84.6, "text_en": "Those in the building line, we have a daily requirement every day.", "text_native": "Building line में आने वाले रोज, रोज तो daily requirement रहती है हमारी तो।" }, { "ucid": "21112178954371471", "idx": 35, "speaker": "agent", "start_s": 84.9, "end_s": 85.9, "text_en": "Yes, yes. Okay, sir.", "text_native": "हां जी, हां जी। ठीक है सर।" }, { "ucid": "21112178954371471", "idx": 36, "speaker": "customer", "start_s": 85.9, "end_s": 87.5, "text_en": "Now if your reply doesn't come, what will one do next?", "text_native": "अब आप reply नहीं आ रहा तो आगे से तो क्या करेगा?" }, { "ucid": "21112178954371471", "idx": 37, "speaker": "agent", "start_s": 87.6, "end_s": 90.2, "text_en": "No sir, I will definitely reply. You share a query with me. Here on your WhatsApp...", "text_native": "नहीं सर, reply बिल्कुल करूंगा मैं। आप एक query मेरे साथ share करो। इधर आपके WhatsApp पे तो..." }, { "ucid": "21112178954371471", "idx": 38, "speaker": "customer", "start_s": 90.2, "end_s": 91.7, "text_en": "You tell me, what is the rate for five to ten?", "text_native": "आप ही तो बता दीजिए ना, पांच से दस का क्या rate है?" }, { "ucid": "21112178954371471", "idx": 39, "speaker": "agent", "start_s": 92.1, "end_s": 93.5, "text_en": "Today's, what is the rate for eight to ten?", "text_native": "आज का, आठ के दस का rate कितना है?" }, { "ucid": "21112178954371471", "idx": 40, "speaker": "customer", "start_s": 93.7, "end_s": 94.7, "text_en": "Thickness five to ten.", "text_native": "Thickness पांच से दस।" }, { "ucid": "21112178954371471", "idx": 41, "speaker": "agent", "start_s": 95.2, "end_s": 97.7, "text_en": "Hmm hmm hmm. 64200. That was yesterday's, today's hasn't come yet.", "text_native": "हम्म हम्म हम्म। 64200. वो कल का था, आज का वैसे आया नहीं है।" }, { "ucid": "21112178954371471", "idx": 42, "speaker": "agent", "start_s": 98.2, "end_s": 101.1, "text_en": "As far as I know, they were saying the market will go down by five hundred because the local market rate had fallen yesterday.", "text_native": "जहां तक है कि पांच सौ market बोल रहे थे नीचे जाएगा क्योंकि local market का rate गिरा था कल।" }, { "ucid": "21112178954371471", "idx": 43, "speaker": "customer", "start_s": 101.4, "end_s": 101.8, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178954371471", "idx": 44, "speaker": "agent", "start_s": 102.2, "end_s": 104.4, "text_en": "Hmm hmm hmm. So let today's rate come, then we'll see.", "text_native": "हम्म हम्म हम्म। तो अभी आज का rate तो आ जाए, फिर देखते हैं।" }, { "ucid": "21112178954371471", "idx": 45, "speaker": "agent", "start_s": 104.7, "end_s": 105.7, "text_en": "Yesterday it was 64200.", "text_native": "कल तो 64200 था।" }, { "ucid": "21112178954371471", "idx": 46, "speaker": "customer", "start_s": 106.2, "end_s": 107.0, "text_en": "64200 was yesterday?", "text_native": "64200 था कल?" }, { "ucid": "21112178954371471", "idx": 47, "speaker": "agent", "start_s": 107.4, "end_s": 108.7, "text_en": "Hmm hmm. FOR, is it FOR or ex-work?", "text_native": "हम्म हम्म। FOR, FOR है या ex-work?" }, { "ucid": "21112178954371471", "idx": 48, "speaker": "customer", "start_s": 108.7, "end_s": 110.2, "text_en": "This was for Ghaziabad. Ex-Ghaziabad.", "text_native": "ये गाजियाबाद का था। Ex-गाजियाबाद।" }, { "ucid": "21112178954371471", "idx": 49, "speaker": "agent", "start_s": 110.2, "end_s": 111.2, "text_en": "Okay. Ex-Ghaziabad's.", "text_native": "अच्छा। Ex-गाजियाबाद का।" }, { "ucid": "21112178954371471", "idx": 50, "speaker": "agent", "start_s": 111.6, "end_s": 112.9, "text_en": "Hmm hmm. You are telling me the rate for 250?", "text_native": "हम्म हम्म। 250 का rate बता रहे हैं मुझे?" }, { "ucid": "21112178954371471", "idx": 51, "speaker": "customer", "start_s": 113.2, "end_s": 113.9, "text_en": "Yes sir, 250.", "text_native": "हां सर, 250।" }, { "ucid": "21112178954371471", "idx": 52, "speaker": "agent", "start_s": 114.2, "end_s": 114.5, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178954371471", "idx": 53, "speaker": "customer", "start_s": 115.8, "end_s": 116.9, "text_en": "Okay sir, I understood.", "text_native": "ठीक है सर, समझ गया मैं।" }, { "ucid": "21112178954371471", "idx": 54, "speaker": "customer", "start_s": 117.0, "end_s": 121.2, "text_en": "Once, or else, it's not regular that you... or else we get some messages that this is the rate, a standard, its standard rates should come.", "text_native": "एक बार, या तो फिर मतलब कि regular नहीं होता कि आपके, या तो फिर हमारे पास कोई messages आ जाएं कि ये rate है, एक standard, standard इसके rate आ जाएं।" }, { "ucid": "21112178954371471", "idx": 55, "speaker": "agent", "start_s": 121.5, "end_s": 121.9, "text_en": "Okay, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "21112178954371471", "idx": 56, "speaker": "agent", "start_s": 122.0, "end_s": 127.2, "text_en": "No sir, look, on this WhatsApp of yours, I guess I had messaged before too but it's only showing a single tick. Is this not your WhatsApp?", "text_native": "नहीं सर, अभी देखो जी, आपके ये वाले जो WhatsApp है ना आपका, इसपे मैंने message तो I guess पहले भी किया था but इसमें single tick ही जा रहा है message। ये WhatsApp नहीं है क्या आपका?" }, { "ucid": "21112178954371471", "idx": 57, "speaker": "customer", "start_s": 127.5, "end_s": 128.2, "text_en": "It is, it is WhatsApp.", "text_native": "है, WhatsApp है।" }, { "ucid": "21112178954371471", "idx": 58, "speaker": "agent", "start_s": 128.4, "end_s": 131.8, "text_en": "Okay. I have just sent a message. If you want to know the rates, just send a message, I get the rates daily.", "text_native": "अच्छा। मैंने अभी message तो डाला है मैंने। आपको rate-wate जानना हो तो message डाल दीजिए, rate तो रोज ही आते हैं मेरे पास में।" }, { "ucid": "21112178954371471", "idx": 59, "speaker": "agent", "start_s": 132.3, "end_s": 133.3, "text_en": "That I will tell you.", "text_native": "वो तो मैं आपको बता ही दूंगा।" }, { "ucid": "21112178954371471", "idx": 60, "speaker": "agent", "start_s": 133.7, "end_s": 136.2, "text_en": "Okay? So I have messaged now, it shows a single tick, you check it once after receiving.", "text_native": "ठीक है? तो मैंने message किया अभी, single tick गया है, एक बारी आप देख लेना receive करके।" }, { "ucid": "21112178954371471", "idx": 61, "speaker": "agent", "start_s": 136.6, "end_s": 138.7, "text_en": "I have also mentioned the mail. So if there's a requirement, connect.", "text_native": "मैंने mail भी mention कर दिया है। तो requirement हो तो connect करना।" }, { "ucid": "21112178954371471", "idx": 62, "speaker": "customer", "start_s": 138.8, "end_s": 139.8, "text_en": "I haven't received the message...", "text_native": "मेरे पास तो message..." }, { "ucid": "21112178954371471", "idx": 63, "speaker": "agent", "start_s": 140.0, "end_s": 141.3, "text_en": "[inaudible] 9875", "text_native": "[inaudible] 9875" }, { "ucid": "21112178954371471", "idx": 64, "speaker": "customer", "start_s": 142.3, "end_s": 144.0, "text_en": "8896751232?", "text_native": "8896751232?" }, { "ucid": "21112178954371471", "idx": 65, "speaker": "agent", "start_s": 144.2, "end_s": 147.2, "text_en": "Yes, this one, I sent a message on this but it's a single tick. The message hasn't been delivered yet.", "text_native": "हां, यही, इसी पे मैंने message तो डाला but single tick ही है। आया नहीं message अभी तक।" }, { "ucid": "21112178954371471", "idx": 66, "speaker": "customer", "start_s": 147.6, "end_s": 149.4, "text_en": "Maybe it's because of the phone that it's not coming.", "text_native": "शायद हो सकता है फोन के ऊपर है इसलिए नहीं आ रहा होगा।" }, { "ucid": "21112178954371471", "idx": 67, "speaker": "customer", "start_s": 149.4, "end_s": 151.2, "text_en": "Do you have this mail? info@fabtech.com", "text_native": "ये mail है आपके पास? info@fabtech.com" }, { "ucid": "21112178954371471", "idx": 68, "speaker": "agent", "start_s": 151.2, "end_s": 152.2, "text_en": "Yes, this is ours, sir.", "text_native": "हां, यही है सर हमारी।" }, { "ucid": "21112178954371471", "idx": 69, "speaker": "agent", "start_s": 152.8, "end_s": 154.7, "text_en": "I'll also send a mail to this mail ID of yours.", "text_native": "मैं आपके ये mail पे मैं mail भी डाल देता हूं एक।" }, { "ucid": "21112178954371471", "idx": 70, "speaker": "customer", "start_s": 155.0, "end_s": 155.4, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178954371471", "idx": 71, "speaker": "agent", "start_s": 155.5, "end_s": 155.8, "text_en": "Okay?", "text_native": "ठीक है?" }, { "ucid": "21112178954371471", "idx": 72, "speaker": "customer", "start_s": 155.9, "end_s": 156.8, "text_en": "Okay, send it.", "text_native": "ठीक है, डाल दीजिए।" }, { "ucid": "21112178954371471", "idx": 73, "speaker": "agent", "start_s": 156.9, "end_s": 157.7, "text_en": "Okay. Yes.", "text_native": "Okay. हां जी।" } ], "steps": [ { "ucid": "21112178954371471", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified JSW One but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178954371471", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not deliver a hook, instead opening with a direct question about requirements." }, { "ucid": "21112178954371471", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero of the six required discovery questions; the conversation was driven by the customer's complaint and price query." }, { "ucid": "21112178954371471", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs, as no discovery was conducted to identify customer needs." }, { "ucid": "21112178954371471", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "CUSTOMER: You tell me, what is the rate for five to ten? ... Thickness five to ten.", "comment": "Agent successfully qualified the specific requirement the customer raised, capturing thickness, grade (250), and location (Ghaziabad)." }, { "ucid": "21112178954371471", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: I'll also send a mail to this mail ID of yours. CUSTOMER: Okay, send it.", "comment": "Agent established a clear and agreed-upon next step of sending an email with contact details." } ], "objections": [ { "ucid": "21112178954371471", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I have given it to you people many times. But no reply ever comes after giving it.", "response": "No sir, I will definitely reply. You share a query with me." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }