{ "ucid": "21112178973055281", "call_date": "2026-09-18", "start_time": "2026-09-18 16:52:32", "end_time": "2026-09-18 16:55:52", "duration_sec": 200, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1e686323caf01dc3884f48f0ebfa44c6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1369, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973055281__DIA1e686323caf01dc3884f48f0ebfa44c6.mp3", "audio_bytes": 541728, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 180.576, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello. (हेलो)\n[1s] AGENT: Hello, am I speaking with Ranveer ji? (हेलो रणवीर जी से बात हो रही है?)\n[3s] CUSTOMER: Yes? (हां जी?)\n[4s] AGENT: Yes, this is Raunak Mehta calling from JSW One. Is there any requirement for CR sheets right now? (जी रौनक मेहता बात कर रहा हूं JSW One से। कुछ अभी CR sheets का रिक्वायरमेंट आ रही है?)\n[8s] CUSTOMER: Sir, I can't figure out the price at all. We'll show the requirement then, right? The rates are increasing daily. (सर प्राइस का ही नहीं पता लग रहा कुछ भी। रिक्वायरमेंट तो तब दिखाएं ना, रोज तो रेट बढ़ रहे हैं।)\n[13s] AGENT: Sir, the rates are increasing, and they will increase further. So if you do, then start a transaction with JSW. (सर रेट्स तो बढ़ ही रहे हैं तो और बढ़ेंगे। तो अगर आप करते हो तो एक ट्रांजैक्शन स्टार्ट कर लीजिए JSW के साथ।)\n[17s] CUSTOMER: Hold on for a second, okay? (एक सेकंड होल्ड करना, ठीक है?)\n[21s] CUSTOMER: Yes, yes. (हां हां।)\n[23s] CUSTOMER: What were you saying? (क्या कह रहे थे आप?)\n[24s] AGENT: I was saying that the pricing is increasing right now and is going to increase further. (मैं बोल रहा था अभी तो प्राइसिंग बढ़ ही रहे हैं और भी बढ़ने वाले हैं।)\n[28s] CUSTOMER: Yes, they keep increasing. (हां बढ़ी जा रहे हैं जी।)\n[29s] CUSTOMER: Sir, your price is already higher than the market, I don't know why. (आपका प्राइस सर मार्केट से वैसे ही तेज रहता है पता नहीं क्यों।)\n[31s] AGENT: Sir, we deal on MOV, right? And the one you buy from is a bit old, and distributors stock it. So that one-and-a-half rupee difference comes from there, right sir? Ours is a prime one, and they mostly don't mix, the distributors. (सर हमारा MOV पे डील करते हैं ना और जो आप जहां से लेते हो वो ओल्ड रहता है थोड़ा और डिस्ट्रीब्यूटर स्टॉक करके रखते हैं। तो वो एक डेढ़ रुपया उधर ही फर्क आता है ना सर। हमारा ऐसा प्राइम एक रहता है और वो मिक्स नहीं करते ज्यादातर तो डिस्ट्रीब्यूटर्स।)\n[39s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[40s] CUSTOMER: What is the price for 50, sir? For 50, the 1250 2500 sheet? (50 का क्या क्या प्राइस है सर? 50 का 1250 2500 की शीट जो है?)\n[44s] AGENT: For 50... one second, huh. (50 का एक सेकंड हां।)\n[48s] AGENT: Are you talking about the sheet? (शीट की बात कर रहे हो आप?)\n[50s] CUSTOMER: Sheet. (शीट।)\n[51s] AGENT: Sheet, right? It's up to 74-75, sir, the pricing. I'll have to punch your details into the system and then get the exact price because FOR is also applied, right sir? (शीट ना? 74 75 तक है सर प्राइसिंग। एक बार आपका मुझे सिस्टम में पंच करके फिर एग्जैक्ट लेना पड़ेगा क्योंकि FOR भी लगता है ना सर।)\n[56s] CUSTOMER: Hmm hmm. Where? From your Ghaziabad? (हम्म हम्म। कहां? आपका गाजियाबाद से?)\n[57s] AGENT: It's Ex-Ghaziabad. Ex-Ghaziabad. (Ex-Ghaziabad है। Ex-Ghaziabad।)\n[59s] CUSTOMER: It's Ex-Ghaziabad, right? Okay. (Ex-Ghaziabad है ना? ओके।)\n[60s] AGENT: Yes. The market has even reached 76, sir. (हां। 76 तक भी पहुंच गया है सर मार्केट तो।)\n[62s] CUSTOMER: Hmm hmm hmm hmm. (हम्म हम्म हम्म हम्म।)\n[64s] AGENT: Yes. (यस।)\n[66s] AGENT: So, do you want to do something now? (तो अभी कुछ करना है?)\n[67s] CUSTOMER: You do one thing, can you send me your details on WhatsApp? Your number, etc.? (आप एक काम कीजिए, एक WhatsApp पे मुझे अपना डिटेल सेंड कर देंगे? अपना नंबर वगैरह?)\n[70s] AGENT: I'll send it to you on WhatsApp. I'll definitely send it. And which one, do you deal in CR or HR? (मैं भेजता हूं आपको WhatsApp पे। बिलकुल भेजता हूं। और कौनसे CR में ही HR में करते हैं कुछ डील?)\n[74s] CUSTOMER: Only in CR, sir. (CR में ही सर।)\n[75s] AGENT: You only deal in CR? And what is your manufacturing, sir? (CR में ही करते हैं? और क्या मैन्युफैक्चरिंग है सर आपका?)\n[77s] CUSTOMER: Kitchen equipment and all. (किचन इक्विपमेंट वगैरह।)\n[79s] AGENT: Kitchen equipments. Okay. (किचन इक्विपमेंट्स। ओके।)\n[81s] AGENT: Okay sir. And your... right now, readily, do you have any order for today? (ठीक है सर। और आपका जो अभी रेडीली में अभी आपका आज का कुछ है ऑर्डर का?)\n[85s] CUSTOMER: You just send your details once, I'll see what happens, I'll call you. Okay sir? (आप एक बार डिटेल अपनी डाल दीजिए, मैं देखता हूं क्या होता है, मैं कॉल कर लूंगा आपको। ठीक है सर?)\n[88s] AGENT: Done, done, done sir. It will be for Hops Techno India, right? Which will be your delivery location? (डन डन डन सर। आपका Hops Techno India का ही रहेगा ना? लोकेशन डिलीवरी का कौनसा रहेगा आपका?)\n[92s] CUSTOMER: I will tell you everything, sir. (मैं बता दूंगा सर आपको सारा।)\n[94s] AGENT: In this, I have one location entered, Punjabi Market, New Delhi, is this yours? (आप मुझे इसमें तो है एक लोकेशन डाला है, पंजाबी मार्केट, न्यू दिल्ली, यही है क्या आपका?)\n[97s] CUSTOMER: No, sir, no. (नहीं जी नहीं।)\n[98s] AGENT: No, right? Okay. Alright, I have shared the message with you and I'll also send you my card. (नहीं ना? ओके। चलिए, मैंने आपको ना शेयर तो कर दिया है मैसेज और आपको मैं कार्ड भी भेज देता हूं।)\n[103s] CUSTOMER: Please send it once, sir. (भेज दीजिए एक बार सर।)\n[104s] AGENT: Yes, yes. Absolutely. Thank you, sir. (जी जी। बिलकुल। थैंक यू सर।)\n[106s] UNKNOWN: [crosstalk]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 42, "connected": 1, "audio_notes": "clear: Some background noise and chatter on the customer's side, but the main conversation is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "42 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When the customer raises an early objection, acknowledge it, but pivot back to your discovery questions to understand their needs before you try to solve their problem.", "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 contacted a prospect who manufactures kitchen equipment. The customer immediately objected to JSW's pricing being higher than the market. The agent attempted to justify the price by highlighting product quality but failed to conduct thorough discovery. The call concluded with the agent agreeing to send his contact details, without securing a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, this is Raunak Mehta calling from JSW One. Is there any requirement for CR sheets right now?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for CR sheets right now?\", \"comment\": \"The agent did not lead with a price or availability hook; he opened by asking for a requirement, which is not a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"And what is your manufacturing, sir?\", \"comment\": \"Agent only asked what the customer manufactures and their product (CR), missing 4 of the 6 key discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Ours is a prime one, and they mostly don't mix, the distributors.\", \"comment\": \"In response to a price objection, the agent pitched a relevant USP about product quality to justify the cost.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"right now, readily, do you have any order for today?\", \"comment\": \"The agent asked for a current requirement and attempted to capture the delivery location, but the customer was evasive.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have shared the message with you and I'll also send you my card.\", \"comment\": \"The call ended with the agent sending his contact card, not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When the customer raises an early objection, acknowledge it, but pivot back to your discovery questions to understand their needs before you try to solve their problem.\", \"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\": \"price\", \"state\": \"handled\", \"evidence\": \"your price is already higher than the market, I don't know why.\", \"response\": \"Sir, we deal on MOV, right? ... Ours is a prime one, and they mostly don't mix, the distributors.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You just send your details once, I'll see what happens, I'll call you.\", \"response\": \"Done, done, done sir. ... I have shared the message with you and I'll also send you my card.\"}], \"call_summary\": \"The agent contacted a prospect who manufactures kitchen equipment. The customer immediately objected to JSW's pricing being higher than the market. The agent attempted to justify the price by highlighting product quality but failed to conduct thorough discovery. The call concluded with the agent agreeing to send his contact details, without securing a firm next step.\"}", "error": null, "latency_ms": 36038, "input_tokens": 4203, "output_tokens": 960, "created_at": "2026-09-25 11:54:44", "sentiment": "positive", "sentiment_score": 0.364, "sentiment_confidence": "high", "pos": 11, "neg": 2, "lex_hits": 15, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.655, "agent_talk_sec": 55.9, "customer_talk_sec": 29.5, "dead_air_sec": 114.6, "longest_monologue_sec": 7.5, "agent_wpm": 297.3, "interruptions": 0, "agent_turns": 21, "customer_turns": 20, "discovery_qs": 16, "words_agent": 277, "words_customer": 133, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973055281", "idx": 0, "speaker": "agent", "start_s": 0.58, "end_s": 1.01, "text_en": "Hello.", "text_native": "हेलो" }, { "ucid": "21112178973055281", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 3.01, "text_en": "Hello, am I speaking with Ranveer ji?", "text_native": "हेलो रणवीर जी से बात हो रही है?" }, { "ucid": "21112178973055281", "idx": 2, "speaker": "customer", "start_s": 3.18, "end_s": 3.6, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178973055281", "idx": 3, "speaker": "agent", "start_s": 3.86, "end_s": 7.6, "text_en": "Yes, this is Raunak Mehta calling from JSW One. Is there any requirement for CR sheets right now?", "text_native": "जी रौनक मेहता बात कर रहा हूं JSW One से। कुछ अभी CR sheets का रिक्वायरमेंट आ रही है?" }, { "ucid": "21112178973055281", "idx": 4, "speaker": "customer", "start_s": 8.2, "end_s": 12.78, "text_en": "Sir, I can't figure out the price at all. We'll show the requirement then, right? The rates are increasing daily.", "text_native": "सर प्राइस का ही नहीं पता लग रहा कुछ भी। रिक्वायरमेंट तो तब दिखाएं ना, रोज तो रेट बढ़ रहे हैं।" }, { "ucid": "21112178973055281", "idx": 5, "speaker": "agent", "start_s": 12.98, "end_s": 17.1, "text_en": "Sir, the rates are increasing, and they will increase further. So if you do, then start a transaction with JSW.", "text_native": "सर रेट्स तो बढ़ ही रहे हैं तो और बढ़ेंगे। तो अगर आप करते हो तो एक ट्रांजैक्शन स्टार्ट कर लीजिए JSW के साथ।" }, { "ucid": "21112178973055281", "idx": 6, "speaker": "customer", "start_s": 17.38, "end_s": 18.48, "text_en": "Hold on for a second, okay?", "text_native": "एक सेकंड होल्ड करना, ठीक है?" }, { "ucid": "21112178973055281", "idx": 7, "speaker": "customer", "start_s": 20.8, "end_s": 21.23, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178973055281", "idx": 8, "speaker": "customer", "start_s": 23.4, "end_s": 24.5, "text_en": "What were you saying?", "text_native": "क्या कह रहे थे आप?" }, { "ucid": "21112178973055281", "idx": 9, "speaker": "agent", "start_s": 24.5, "end_s": 27.3, "text_en": "I was saying that the pricing is increasing right now and is going to increase further.", "text_native": "मैं बोल रहा था अभी तो प्राइसिंग बढ़ ही रहे हैं और भी बढ़ने वाले हैं।" }, { "ucid": "21112178973055281", "idx": 10, "speaker": "customer", "start_s": 27.7, "end_s": 28.8, "text_en": "Yes, they keep increasing.", "text_native": "हां बढ़ी जा रहे हैं जी।" }, { "ucid": "21112178973055281", "idx": 11, "speaker": "customer", "start_s": 28.8, "end_s": 31.2, "text_en": "Sir, your price is already higher than the market, I don't know why.", "text_native": "आपका प्राइस सर मार्केट से वैसे ही तेज रहता है पता नहीं क्यों।" }, { "ucid": "21112178973055281", "idx": 12, "speaker": "agent", "start_s": 31.4, "end_s": 38.9, "text_en": "Sir, we deal on MOV, right? And the one you buy from is a bit old, and distributors stock it. So that one-and-a-half rupee difference comes from there, right sir? Ours is a prime one, and they mostly don't mix, the distributors.", "text_native": "सर हमारा MOV पे डील करते हैं ना और जो आप जहां से लेते हो वो ओल्ड रहता है थोड़ा और डिस्ट्रीब्यूटर स्टॉक करके रखते हैं। तो वो एक डेढ़ रुपया उधर ही फर्क आता है ना सर। हमारा ऐसा प्राइम एक रहता है और वो मिक्स नहीं करते ज्यादातर तो डिस्ट्रीब्यूटर्स।" }, { "ucid": "21112178973055281", "idx": 13, "speaker": "customer", "start_s": 39.2, "end_s": 39.7, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178973055281", "idx": 14, "speaker": "customer", "start_s": 40.2, "end_s": 43.0, "text_en": "What is the price for 50, sir? For 50, the 1250 2500 sheet?", "text_native": "50 का क्या क्या प्राइस है सर? 50 का 1250 2500 की शीट जो है?" }, { "ucid": "21112178973055281", "idx": 15, "speaker": "agent", "start_s": 44.0, "end_s": 45.8, "text_en": "For 50... one second, huh.", "text_native": "50 का एक सेकंड हां।" }, { "ucid": "21112178973055281", "idx": 16, "speaker": "agent", "start_s": 48.4, "end_s": 49.4, "text_en": "Are you talking about the sheet?", "text_native": "शीट की बात कर रहे हो आप?" }, { "ucid": "21112178973055281", "idx": 17, "speaker": "customer", "start_s": 49.6, "end_s": 50.0, "text_en": "Sheet.", "text_native": "शीट।" }, { "ucid": "21112178973055281", "idx": 18, "speaker": "agent", "start_s": 50.6, "end_s": 55.4, "text_en": "Sheet, right? It's up to 74-75, sir, the pricing. I'll have to punch your details into the system and then get the exact price because FOR is also applied, right sir?", "text_native": "शीट ना? 74 75 तक है सर प्राइसिंग। एक बार आपका मुझे सिस्टम में पंच करके फिर एग्जैक्ट लेना पड़ेगा क्योंकि FOR भी लगता है ना सर।" }, { "ucid": "21112178973055281", "idx": 19, "speaker": "customer", "start_s": 55.6, "end_s": 57.0, "text_en": "Hmm hmm. Where? From your Ghaziabad?", "text_native": "हम्म हम्म। कहां? आपका गाजियाबाद से?" }, { "ucid": "21112178973055281", "idx": 20, "speaker": "agent", "start_s": 57.3, "end_s": 58.6, "text_en": "It's Ex-Ghaziabad. Ex-Ghaziabad.", "text_native": "Ex-Ghaziabad है। Ex-Ghaziabad।" }, { "ucid": "21112178973055281", "idx": 21, "speaker": "customer", "start_s": 58.6, "end_s": 59.7, "text_en": "It's Ex-Ghaziabad, right? Okay.", "text_native": "Ex-Ghaziabad है ना? ओके।" }, { "ucid": "21112178973055281", "idx": 22, "speaker": "agent", "start_s": 60.0, "end_s": 62.2, "text_en": "Yes. The market has even reached 76, sir.", "text_native": "हां। 76 तक भी पहुंच गया है सर मार्केट तो।" }, { "ucid": "21112178973055281", "idx": 23, "speaker": "customer", "start_s": 62.5, "end_s": 63.7, "text_en": "Hmm hmm hmm hmm.", "text_native": "हम्म हम्म हम्म हम्म।" }, { "ucid": "21112178973055281", "idx": 24, "speaker": "agent", "start_s": 64.3, "end_s": 64.6, "text_en": "Yes.", "text_native": "यस।" }, { "ucid": "21112178973055281", "idx": 25, "speaker": "agent", "start_s": 65.7, "end_s": 66.7, "text_en": "So, do you want to do something now?", "text_native": "तो अभी कुछ करना है?" }, { "ucid": "21112178973055281", "idx": 26, "speaker": "customer", "start_s": 66.7, "end_s": 69.7, "text_en": "You do one thing, can you send me your details on WhatsApp? Your number, etc.?", "text_native": "आप एक काम कीजिए, एक WhatsApp पे मुझे अपना डिटेल सेंड कर देंगे? अपना नंबर वगैरह?" }, { "ucid": "21112178973055281", "idx": 27, "speaker": "agent", "start_s": 70.1, "end_s": 73.8, "text_en": "I'll send it to you on WhatsApp. I'll definitely send it. And which one, do you deal in CR or HR?", "text_native": "मैं भेजता हूं आपको WhatsApp पे। बिलकुल भेजता हूं। और कौनसे CR में ही HR में करते हैं कुछ डील?" }, { "ucid": "21112178973055281", "idx": 28, "speaker": "customer", "start_s": 74.1, "end_s": 74.9, "text_en": "Only in CR, sir.", "text_native": "CR में ही सर।" }, { "ucid": "21112178973055281", "idx": 29, "speaker": "agent", "start_s": 75.2, "end_s": 76.9, "text_en": "You only deal in CR? And what is your manufacturing, sir?", "text_native": "CR में ही करते हैं? और क्या मैन्युफैक्चरिंग है सर आपका?" }, { "ucid": "21112178973055281", "idx": 30, "speaker": "customer", "start_s": 77.3, "end_s": 78.5, "text_en": "Kitchen equipment and all.", "text_native": "किचन इक्विपमेंट वगैरह।" }, { "ucid": "21112178973055281", "idx": 31, "speaker": "agent", "start_s": 78.9, "end_s": 80.2, "text_en": "Kitchen equipments. Okay.", "text_native": "किचन इक्विपमेंट्स। ओके।" }, { "ucid": "21112178973055281", "idx": 32, "speaker": "agent", "start_s": 81.4, "end_s": 84.8, "text_en": "Okay sir. And your... right now, readily, do you have any order for today?", "text_native": "ठीक है सर। और आपका जो अभी रेडीली में अभी आपका आज का कुछ है ऑर्डर का?" }, { "ucid": "21112178973055281", "idx": 33, "speaker": "customer", "start_s": 84.9, "end_s": 88.0, "text_en": "You just send your details once, I'll see what happens, I'll call you. Okay sir?", "text_native": "आप एक बार डिटेल अपनी डाल दीजिए, मैं देखता हूं क्या होता है, मैं कॉल कर लूंगा आपको। ठीक है सर?" }, { "ucid": "21112178973055281", "idx": 34, "speaker": "agent", "start_s": 88.1, "end_s": 91.6, "text_en": "Done, done, done sir. It will be for Hops Techno India, right? Which will be your delivery location?", "text_native": "डन डन डन सर। आपका Hops Techno India का ही रहेगा ना? लोकेशन डिलीवरी का कौनसा रहेगा आपका?" }, { "ucid": "21112178973055281", "idx": 35, "speaker": "customer", "start_s": 91.8, "end_s": 93.1, "text_en": "I will tell you everything, sir.", "text_native": "मैं बता दूंगा सर आपको सारा।" }, { "ucid": "21112178973055281", "idx": 36, "speaker": "agent", "start_s": 93.6, "end_s": 96.9, "text_en": "In this, I have one location entered, Punjabi Market, New Delhi, is this yours?", "text_native": "आप मुझे इसमें तो है एक लोकेशन डाला है, पंजाबी मार्केट, न्यू दिल्ली, यही है क्या आपका?" }, { "ucid": "21112178973055281", "idx": 37, "speaker": "customer", "start_s": 97.1, "end_s": 97.8, "text_en": "No, sir, no.", "text_native": "नहीं जी नहीं।" }, { "ucid": "21112178973055281", "idx": 38, "speaker": "agent", "start_s": 98.1, "end_s": 102.8, "text_en": "No, right? Okay. Alright, I have shared the message with you and I'll also send you my card.", "text_native": "नहीं ना? ओके। चलिए, मैंने आपको ना शेयर तो कर दिया है मैसेज और आपको मैं कार्ड भी भेज देता हूं।" }, { "ucid": "21112178973055281", "idx": 39, "speaker": "customer", "start_s": 102.9, "end_s": 103.8, "text_en": "Please send it once, sir.", "text_native": "भेज दीजिए एक बार सर।" }, { "ucid": "21112178973055281", "idx": 40, "speaker": "agent", "start_s": 103.9, "end_s": 105.6, "text_en": "Yes, yes. Absolutely. Thank you, sir.", "text_native": "जी जी। बिलकुल। थैंक यू सर।" }, { "ucid": "21112178973055281", "idx": 41, "speaker": "unknown", "start_s": 105.7, "end_s": 106.4, "text_en": "[crosstalk]", "text_native": "[crosstalk]" } ], "steps": [ { "ucid": "21112178973055281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, this is Raunak Mehta calling from JSW One. Is there any requirement for CR sheets right now?", "comment": "The agent did not ask for permission to speak, jumping directly into a requirement check." }, { "ucid": "21112178973055281", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Is there any requirement for CR sheets right now?", "comment": "The agent did not lead with a price or availability hook; he opened by asking for a requirement, which is not a hook." }, { "ucid": "21112178973055281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "And what is your manufacturing, sir?", "comment": "Agent only asked what the customer manufactures and their product (CR), missing 4 of the 6 key discovery questions." }, { "ucid": "21112178973055281", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Ours is a prime one, and they mostly don't mix, the distributors.", "comment": "In response to a price objection, the agent pitched a relevant USP about product quality to justify the cost." }, { "ucid": "21112178973055281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "right now, readily, do you have any order for today?", "comment": "The agent asked for a current requirement and attempted to capture the delivery location, but the customer was evasive." }, { "ucid": "21112178973055281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I have shared the message with you and I'll also send you my card.", "comment": "The call ended with the agent sending his contact card, not a committed next step like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178973055281", "obj_type": "price", "state": "handled", "evidence": "your price is already higher than the market, I don't know why.", "response": "Sir, we deal on MOV, right? ... Ours is a prime one, and they mostly don't mix, the distributors." }, { "ucid": "21112178973055281", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "You just send your details once, I'll see what happens, I'll call you.", "response": "Done, done, done sir. ... I have shared the message with you and I'll also send you my card." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }