{ "ucid": "34972178964509371", "call_date": "2026-09-17", "start_time": "2026-09-17 17:08:13", "end_time": "2026-09-17 17:11:32", "duration_sec": 199, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdc61ccbc253bb9c09b156f95c5f00edb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1492, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964509371__DIAdc61ccbc253bb9c09b156f95c5f00edb.mp3", "audio_bytes": 550368, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 183.456, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello (हेलो)\n[7s] AGENT: Hello (हेलो)\n[7s] CUSTOMER: Yes. (हां जी।)\n[8s] AGENT: Uh good evening sir. Am I speaking with Jikal Miraj? (अह गुड इवनिंग सर। जीकल मिराज से बात कर रहे हैं?)\n[10s] CUSTOMER: Yes. (जी।)\n[11s] AGENT: Sir, this is Abdul speaking. I am calling from JSW One head office, Mumbai. (सर अब्दुल बात कर रहा हूं मैं। JSW One हेड ऑफिस मुंबई से बात कर रहा हूं मैं।)\n[14s] CUSTOMER: From where, sir? (कहां से सर?)\n[15s] AGENT: JSW, JSW Mumbai head office. (JSW, JSW मुंबई हेड ऑफिस।)\n[17s] CUSTOMER: Yes, yes. (जी जी।)\n[18s] AGENT: Sir, do you have any requirement for HR CR? I had called for that. (सर जी कुछ रिक्वायरमेंट है क्या आपको HR CR में? उसके लिए फोन किया था मैंने।)\n[21s] CUSTOMER: CR, we use it for CR. (CR, CR के लिए यूज़ करते हैं हम लोग।)\n[22s] AGENT: You use it for CR? (CR के लिए यूज़ करते हैं?)\n[24s] CUSTOMER: Yes. (जी।)\n[24s] AGENT: So is there any new requirement going on for CR, sir? Are you thinking of purchasing? (तो अभी कुछ नया रिक्वायरमेंट चल रहा है क्या सर CR में? परचेस करने का सोच रहे हैं आप?)\n[26s] CUSTOMER: There is a requirement from time to time. We work with almirahs. (टाइम टाइम पे रिक्वायरमेंट रहता है। अलमीरा का काम है अपना।)\n[29s] AGENT: Yes yes, I understood. So are you thinking of purchasing something now? Whose material do you buy now? (जी जी, समझ गया। तो अभी कुछ परचेस के लिए सोच रहे हैं आप? अभी आप किसका माल लेते हैं?)\n[32s] CUSTOMER: Right now we... (अभी हम...)\n[32s] AGENT: Whose material do you buy now? (अभी आप किसका माल लेते हैं?)\n[33s] CUSTOMER: There is a Kanpur distributor here, we buy from there. (इधर कानपुर डिस्ट्रीब्यूटर है, वहां से लेते हैं।)\n[35s] AGENT: You buy from the Kanpur distributor? (कानपुर के डिस्ट्रीब्यूटर से आप लेते हैं?)\n[36s] CUSTOMER: Hmm. (हम्म।)\n[37s] AGENT: You take it directly from JSW, sir, okay? You will get a benefit. (आप डायरेक्ट सर JSW से लीजिए, ठीक है? आपको बेनिफिट मिलेगा।)\n[39s] CUSTOMER: What benefit will I get, sir? (क्या सर बेनिफिट मिलेगा आपने?)\n[41s] AGENT: What sir? (क्या सर?)\n[42s] CUSTOMER: What benefit will I get? (क्या बेनिफिट मिलेगा?)\n[42s] AGENT: The benefit you'll get is, not in the beginning, in the second, first transaction, after getting on-boarded on my system, from the second transaction, I will get you a benefit of one or two rupees. You don't get that much benefit in the first transaction, sir. After getting on-boarded. (बेनिफिट यह मिलेगा, स्टार्टिंग में तो नहीं मिलेगा, सेकंड फर्स्ट ट्रांजैक्शन में, ऑन-बोर्ड हो जाने के बाद मेरे सिस्टम पे, सेकंड ट्रांजैक्शन से आपको मतलब एक रुपए दो रुपए का बेनिफिट दिला दूंगा। फर्स्ट ट्रांजैक्शन में उतना बेनिफिट नहीं मिलता सर। ऑन-बोर्ड हो जाने के बाद।)\n[50s] CUSTOMER: Okay, like for now, if we want to take a full vehicle, (अच्छा जैसे अभी का, अगर हम पूरी गाड़ी लेना चाहें,)\n[52s] AGENT: How much? (कितना?)\n[53s] CUSTOMER: then how many, how many tons will the vehicle be? (तो कितने, कितने टन की गाड़ी आएगी?)\n[55s] AGENT: A 40-ton vehicle will come. Right now sir, you won't even get a vehicle because the plant is overbooked. Right now you won't get a vehicle or anything. For now, you take five tons, ten tons, okay? When the material is available in the plant, we will give you one vehicle. (चालीस टन की गाड़ी आएगी। अभी सर गाड़ी मिलेगा भी नहीं बिकॉज़ अभी प्लांट ओवरबुक्ड है। अभी तो गाड़ी वगेरह मिलेगा भी नहीं। अभी आप पांच टन, दस टन लीजिए, ठीक है? गाड़ी जब प्लांट में मटेरियल अवेलेबल हो, आपको एक गाड़ी दे देंगे हम।)\n[61s] CUSTOMER: No, but how will five or ten tons come from Mumbai? (नहीं तो पांच दस टन मुंबई से कैसे आएगी?)\n[63s] AGENT: No no, the material will go from Ghaziabad itself, sir. I sit in Mumbai. The material will go from Ghaziabad itself. (नहीं नहीं, गाजियाबाद से ही माल जाएगा सर। मैं मुंबई बैठता हूं। माल जाएगा गाजियाबाद से ही।)\n[66s] CUSTOMER: It will go from Ghaziabad. (गाजियाबाद से जाएगा।)\n[67s] AGENT: Yes. (जी।)\n[68s] CUSTOMER: So what is the current rate? For four five? (तो क्या रेट अभी चल रहा है? फोर फाइव का?)\n[70s] AGENT: Actually, I will have to get the rate from the team now, okay? (रेट एक्चुअली मुझे लेना पड़ेगा अभी टीम से, ठीक है?)\n[72s] CUSTOMER: So you get the rate for three. And update me, then I will place the order because we are going to buy in bulk now. (तो आप तीन का रेट ले लीजिए। और मुझे अपडेट कर दीजिए तो मैं ऑर्डर लगा दूं क्योंकि अभी हम बल्क में खरीदने जा रहे हैं।)\n[76s] AGENT: Oh, so you are going to buy as well? (अच्छा, तो खरीदने भी जा रहे हैं?)\n[78s] CUSTOMER: Right now we are going to do about a hundred tons. (अभी हम सौ टन का मतलब करने जा रहे हैं।)\n[80s] AGENT: Okay, okay. (अच्छा अच्छा।)\n[80s] CUSTOMER: Yes yes. So just nearby (जी जी। तो अभी पास में ही)\n[81s] AGENT: I'll message you (मैं आपको मैसेज)\n[82s] CUSTOMER: Just spoke to the Tata people in Kanpur. (अभी टाटा वालों से बात करी कानपुर में।)\n[84s] AGENT: Hmm. (हम्म।)\n[84s] CUSTOMER: Yes. And spoke to the JSW people. (जी। और JSW वालों से बात करी।)\n[86s] AGENT: You spoke to the JSW people in Kanpur? (कानपुर में JSW वालों से बात किए?)\n[88s] CUSTOMER: You have called now, so that's a good thing because you called first. You also tell us this rate once. And will the freight be separate? (आपने अभी कॉल किया है तो यह अच्छी बात है क्योंकि पहले कॉल किया। एक बार आप भी यह रेट हमें बता दीजिए। और भाड़े का अलग रहेगा?)\n[94s] AGENT: Sir, the rate that I will give you, I will give the rate inclusive of freight, okay? (सर मैं आपको जो रेट दूंगा ना, तो भाड़े सहित में रेट दूंगा, ठीक है?)\n[96s] CUSTOMER: Hmm. (हम्म।)\n[97s] AGENT: So once you sir, I will (तो एक बार आप मुझे सर मैं आपको)\n[98s] CUSTOMER: You note down for us four five, twelve hundred fifty, two thousand thirty. (आप हमें फोर फाइव, बारह सौ पचास, दो हजार तीस, नोट डाउन कर लीजिए।)\n[101s] AGENT: Sir, one minute. I have WhatsApped you from my personal number, sir, on WhatsApp, okay? You message me on WhatsApp the thickness, width and length, okay? And quantity, you message me, I will give you the rate, sir, okay? (सर एक मिनट। मैं आपको पर्सनल नंबर से WhatsApp कर दिया हूं सर WhatsApp, ठीक है? आप मुझे WhatsApp में थिकनेस, विड्थ एंड लेंथ, ठीक है? एंड क्वांटिटी, मेरे को आप मैसेज कर दीजिए, मैं आपको सर रेट दे देता हूं, ठीक है?)\n[109s] CUSTOMER: Yes. (हां।)\n[110s] AGENT: Okay, right? (ठीक है ना?)\n[111s] CUSTOMER: Okay sir, you send it. (ठीक है सर, भेज दीजिए आप।)\n[112s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 56, "connected": 1, "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "56 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer is ready to give you their requirement on the call, capture it immediately instead of asking them to send it on WhatsApp.", "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": "out_of_stock", "supply_details": "Right now sir, you won't even get a vehicle because the plant is overbooked.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, an almirah manufacturer, confirmed an immediate requirement for approximately 100 tons of CR coil and is actively comparing prices with Tata and local distributors. The agent informed the customer that full truckloads are unavailable as the plant is overbooked but smaller quantities can be supplied from Ghaziabad. The call ended with an agreement for the customer to send specifications via WhatsApp, after which the agent will provide an all-inclusive rate.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Abdul speaking. I am calling from JSW One head office, Mumbai.\", \"comment\": \"Agent identified himself, the company, and used the customer's name, and the customer engaged immediately.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for HR CR? I had called for that.\", \"comment\": \"Agent did not lead with a supply or price hook; instead, he went straight into asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"We work with almirahs.\", \"comment\": \"Agent discovered what the customer manufactures ('almirahs') and who they buy from ('Kanpur distributor', 'Tata') but did not ask about monthly tonnage, JSW share, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"The benefit you'll get is... from the second transaction, I will get you a benefit of one or two rupees.\", \"comment\": \"In response to the customer's direct question 'What benefit will I get?', the agent pitched a relevant price-based USP.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You message me on WhatsApp the thickness, width and length, okay? And quantity, you message me, I will give you the rate, sir, okay?\", \"comment\": \"The customer was ready to provide the requirement details on the call, but the agent deflected and asked the customer to send them via WhatsApp instead of capturing them.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"you message me, I will give you the rate, sir, okay?\", \"comment\": \"Agent established a clear next step of providing a rate after the customer sends details on WhatsApp, which the customer agreed to.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer is ready to give you their requirement on the call, capture it immediately instead of asking them to send it on WhatsApp.\", \"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\": \"out_of_stock\", \"supply_details\": \"Right now sir, you won't even get a vehicle because the plant is overbooked.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"And will the freight be separate?\", \"response\": \"Sir, the rate that I will give you, I will give the rate inclusive of freight, okay?\"}], \"call_summary\": \"The customer, an almirah manufacturer, confirmed an immediate requirement for approximately 100 tons of CR coil and is actively comparing prices with Tata and local distributors. The agent informed the customer that full truckloads are unavailable as the plant is overbooked but smaller quantities can be supplied from Ghaziabad. The call ended with an agreement for the customer to send specifications via WhatsApp, after which the agent will provide an all-inclusive rate.\"}", "error": null, "latency_ms": 37483, "input_tokens": 4582, "output_tokens": 957, "created_at": "2026-09-25 12:00:13", "sentiment": "positive", "sentiment_score": 0.478, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.578, "agent_talk_sec": 53.4, "customer_talk_sec": 39.0, "dead_air_sec": 106.6, "longest_monologue_sec": 7.6, "agent_wpm": 379.8, "interruptions": 0, "agent_turns": 28, "customer_turns": 28, "discovery_qs": 21, "words_agent": 338, "words_customer": 201, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964509371", "idx": 0, "speaker": "customer", "start_s": 5.28, "end_s": 5.73, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178964509371", "idx": 1, "speaker": "agent", "start_s": 6.6, "end_s": 6.93, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178964509371", "idx": 2, "speaker": "customer", "start_s": 7.48, "end_s": 7.83, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178964509371", "idx": 3, "speaker": "agent", "start_s": 8.0, "end_s": 9.88, "text_en": "Uh good evening sir. Am I speaking with Jikal Miraj?", "text_native": "अह गुड इवनिंग सर। जीकल मिराज से बात कर रहे हैं?" }, { "ucid": "34972178964509371", "idx": 4, "speaker": "customer", "start_s": 10.27, "end_s": 10.54, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "34972178964509371", "idx": 5, "speaker": "agent", "start_s": 10.97, "end_s": 13.8, "text_en": "Sir, this is Abdul speaking. I am calling from JSW One head office, Mumbai.", "text_native": "सर अब्दुल बात कर रहा हूं मैं। JSW One हेड ऑफिस मुंबई से बात कर रहा हूं मैं।" }, { "ucid": "34972178964509371", "idx": 6, "speaker": "customer", "start_s": 14.1, "end_s": 14.7, "text_en": "From where, sir?", "text_native": "कहां से सर?" }, { "ucid": "34972178964509371", "idx": 7, "speaker": "agent", "start_s": 14.9, "end_s": 16.48, "text_en": "JSW, JSW Mumbai head office.", "text_native": "JSW, JSW मुंबई हेड ऑफिस।" }, { "ucid": "34972178964509371", "idx": 8, "speaker": "customer", "start_s": 17.0, "end_s": 17.4, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "34972178964509371", "idx": 9, "speaker": "agent", "start_s": 17.7, "end_s": 20.1, "text_en": "Sir, do you have any requirement for HR CR? I had called for that.", "text_native": "सर जी कुछ रिक्वायरमेंट है क्या आपको HR CR में? उसके लिए फोन किया था मैंने।" }, { "ucid": "34972178964509371", "idx": 10, "speaker": "customer", "start_s": 20.6, "end_s": 22.2, "text_en": "CR, we use it for CR.", "text_native": "CR, CR के लिए यूज़ करते हैं हम लोग।" }, { "ucid": "34972178964509371", "idx": 11, "speaker": "agent", "start_s": 22.5, "end_s": 23.3, "text_en": "You use it for CR?", "text_native": "CR के लिए यूज़ करते हैं?" }, { "ucid": "34972178964509371", "idx": 12, "speaker": "customer", "start_s": 23.6, "end_s": 23.9, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "34972178964509371", "idx": 13, "speaker": "agent", "start_s": 24.2, "end_s": 26.3, "text_en": "So is there any new requirement going on for CR, sir? Are you thinking of purchasing?", "text_native": "तो अभी कुछ नया रिक्वायरमेंट चल रहा है क्या सर CR में? परचेस करने का सोच रहे हैं आप?" }, { "ucid": "34972178964509371", "idx": 14, "speaker": "customer", "start_s": 26.3, "end_s": 28.8, "text_en": "There is a requirement from time to time. We work with almirahs.", "text_native": "टाइम टाइम पे रिक्वायरमेंट रहता है। अलमीरा का काम है अपना।" }, { "ucid": "34972178964509371", "idx": 15, "speaker": "agent", "start_s": 29.1, "end_s": 31.5, "text_en": "Yes yes, I understood. So are you thinking of purchasing something now? Whose material do you buy now?", "text_native": "जी जी, समझ गया। तो अभी कुछ परचेस के लिए सोच रहे हैं आप? अभी आप किसका माल लेते हैं?" }, { "ucid": "34972178964509371", "idx": 16, "speaker": "customer", "start_s": 31.8, "end_s": 32.2, "text_en": "Right now we...", "text_native": "अभी हम..." }, { "ucid": "34972178964509371", "idx": 17, "speaker": "agent", "start_s": 32.2, "end_s": 33.0, "text_en": "Whose material do you buy now?", "text_native": "अभी आप किसका माल लेते हैं?" }, { "ucid": "34972178964509371", "idx": 18, "speaker": "customer", "start_s": 33.0, "end_s": 34.8, "text_en": "There is a Kanpur distributor here, we buy from there.", "text_native": "इधर कानपुर डिस्ट्रीब्यूटर है, वहां से लेते हैं।" }, { "ucid": "34972178964509371", "idx": 19, "speaker": "agent", "start_s": 35.0, "end_s": 36.2, "text_en": "You buy from the Kanpur distributor?", "text_native": "कानपुर के डिस्ट्रीब्यूटर से आप लेते हैं?" }, { "ucid": "34972178964509371", "idx": 20, "speaker": "customer", "start_s": 36.2, "end_s": 36.8, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178964509371", "idx": 21, "speaker": "agent", "start_s": 36.8, "end_s": 39.0, "text_en": "You take it directly from JSW, sir, okay? You will get a benefit.", "text_native": "आप डायरेक्ट सर JSW से लीजिए, ठीक है? आपको बेनिफिट मिलेगा।" }, { "ucid": "34972178964509371", "idx": 22, "speaker": "customer", "start_s": 39.4, "end_s": 40.6, "text_en": "What benefit will I get, sir?", "text_native": "क्या सर बेनिफिट मिलेगा आपने?" }, { "ucid": "34972178964509371", "idx": 23, "speaker": "agent", "start_s": 40.8, "end_s": 41.2, "text_en": "What sir?", "text_native": "क्या सर?" }, { "ucid": "34972178964509371", "idx": 24, "speaker": "customer", "start_s": 41.5, "end_s": 42.2, "text_en": "What benefit will I get?", "text_native": "क्या बेनिफिट मिलेगा?" }, { "ucid": "34972178964509371", "idx": 25, "speaker": "agent", "start_s": 42.5, "end_s": 49.5, "text_en": "The benefit you'll get is, not in the beginning, in the second, first transaction, after getting on-boarded on my system, from the second transaction, I will get you a benefit of one or two rupees. You don't get that much benefit in the first transaction, sir. After getting on-boarded.", "text_native": "बेनिफिट यह मिलेगा, स्टार्टिंग में तो नहीं मिलेगा, सेकंड फर्स्ट ट्रांजैक्शन में, ऑन-बोर्ड हो जाने के बाद मेरे सिस्टम पे, सेकंड ट्रांजैक्शन से आपको मतलब एक रुपए दो रुपए का बेनिफिट दिला दूंगा। फर्स्ट ट्रांजैक्शन में उतना बेनिफिट नहीं मिलता सर। ऑन-बोर्ड हो जाने के बाद।" }, { "ucid": "34972178964509371", "idx": 26, "speaker": "customer", "start_s": 50.0, "end_s": 52.2, "text_en": "Okay, like for now, if we want to take a full vehicle,", "text_native": "अच्छा जैसे अभी का, अगर हम पूरी गाड़ी लेना चाहें," }, { "ucid": "34972178964509371", "idx": 27, "speaker": "agent", "start_s": 52.2, "end_s": 52.7, "text_en": "How much?", "text_native": "कितना?" }, { "ucid": "34972178964509371", "idx": 28, "speaker": "customer", "start_s": 52.7, "end_s": 54.2, "text_en": "then how many, how many tons will the vehicle be?", "text_native": "तो कितने, कितने टन की गाड़ी आएगी?" }, { "ucid": "34972178964509371", "idx": 29, "speaker": "agent", "start_s": 54.6, "end_s": 60.8, "text_en": "A 40-ton vehicle will come. Right now sir, you won't even get a vehicle because the plant is overbooked. Right now you won't get a vehicle or anything. For now, you take five tons, ten tons, okay? When the material is available in the plant, we will give you one vehicle.", "text_native": "चालीस टन की गाड़ी आएगी। अभी सर गाड़ी मिलेगा भी नहीं बिकॉज़ अभी प्लांट ओवरबुक्ड है। अभी तो गाड़ी वगेरह मिलेगा भी नहीं। अभी आप पांच टन, दस टन लीजिए, ठीक है? गाड़ी जब प्लांट में मटेरियल अवेलेबल हो, आपको एक गाड़ी दे देंगे हम।" }, { "ucid": "34972178964509371", "idx": 30, "speaker": "customer", "start_s": 61.1, "end_s": 62.7, "text_en": "No, but how will five or ten tons come from Mumbai?", "text_native": "नहीं तो पांच दस टन मुंबई से कैसे आएगी?" }, { "ucid": "34972178964509371", "idx": 31, "speaker": "agent", "start_s": 62.9, "end_s": 65.8, "text_en": "No no, the material will go from Ghaziabad itself, sir. I sit in Mumbai. The material will go from Ghaziabad itself.", "text_native": "नहीं नहीं, गाजियाबाद से ही माल जाएगा सर। मैं मुंबई बैठता हूं। माल जाएगा गाजियाबाद से ही।" }, { "ucid": "34972178964509371", "idx": 32, "speaker": "customer", "start_s": 66.1, "end_s": 66.9, "text_en": "It will go from Ghaziabad.", "text_native": "गाजियाबाद से जाएगा।" }, { "ucid": "34972178964509371", "idx": 33, "speaker": "agent", "start_s": 67.2, "end_s": 67.5, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "34972178964509371", "idx": 34, "speaker": "customer", "start_s": 67.8, "end_s": 69.4, "text_en": "So what is the current rate? For four five?", "text_native": "तो क्या रेट अभी चल रहा है? फोर फाइव का?" }, { "ucid": "34972178964509371", "idx": 35, "speaker": "agent", "start_s": 69.8, "end_s": 71.8, "text_en": "Actually, I will have to get the rate from the team now, okay?", "text_native": "रेट एक्चुअली मुझे लेना पड़ेगा अभी टीम से, ठीक है?" }, { "ucid": "34972178964509371", "idx": 36, "speaker": "customer", "start_s": 72.0, "end_s": 76.0, "text_en": "So you get the rate for three. And update me, then I will place the order because we are going to buy in bulk now.", "text_native": "तो आप तीन का रेट ले लीजिए। और मुझे अपडेट कर दीजिए तो मैं ऑर्डर लगा दूं क्योंकि अभी हम बल्क में खरीदने जा रहे हैं।" }, { "ucid": "34972178964509371", "idx": 37, "speaker": "agent", "start_s": 76.4, "end_s": 77.4, "text_en": "Oh, so you are going to buy as well?", "text_native": "अच्छा, तो खरीदने भी जा रहे हैं?" }, { "ucid": "34972178964509371", "idx": 38, "speaker": "customer", "start_s": 77.7, "end_s": 79.4, "text_en": "Right now we are going to do about a hundred tons.", "text_native": "अभी हम सौ टन का मतलब करने जा रहे हैं।" }, { "ucid": "34972178964509371", "idx": 39, "speaker": "agent", "start_s": 79.7, "end_s": 80.2, "text_en": "Okay, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "34972178964509371", "idx": 40, "speaker": "customer", "start_s": 80.5, "end_s": 81.2, "text_en": "Yes yes. So just nearby", "text_native": "जी जी। तो अभी पास में ही" }, { "ucid": "34972178964509371", "idx": 41, "speaker": "agent", "start_s": 81.2, "end_s": 81.9, "text_en": "I'll message you", "text_native": "मैं आपको मैसेज" }, { "ucid": "34972178964509371", "idx": 42, "speaker": "customer", "start_s": 81.9, "end_s": 83.6, "text_en": "Just spoke to the Tata people in Kanpur.", "text_native": "अभी टाटा वालों से बात करी कानपुर में।" }, { "ucid": "34972178964509371", "idx": 43, "speaker": "agent", "start_s": 83.9, "end_s": 84.2, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178964509371", "idx": 44, "speaker": "customer", "start_s": 84.2, "end_s": 85.6, "text_en": "Yes. And spoke to the JSW people.", "text_native": "जी। और JSW वालों से बात करी।" }, { "ucid": "34972178964509371", "idx": 45, "speaker": "agent", "start_s": 85.9, "end_s": 87.1, "text_en": "You spoke to the JSW people in Kanpur?", "text_native": "कानपुर में JSW वालों से बात किए?" }, { "ucid": "34972178964509371", "idx": 46, "speaker": "customer", "start_s": 87.5, "end_s": 93.2, "text_en": "You have called now, so that's a good thing because you called first. You also tell us this rate once. And will the freight be separate?", "text_native": "आपने अभी कॉल किया है तो यह अच्छी बात है क्योंकि पहले कॉल किया। एक बार आप भी यह रेट हमें बता दीजिए। और भाड़े का अलग रहेगा?" }, { "ucid": "34972178964509371", "idx": 47, "speaker": "agent", "start_s": 93.6, "end_s": 95.8, "text_en": "Sir, the rate that I will give you, I will give the rate inclusive of freight, okay?", "text_native": "सर मैं आपको जो रेट दूंगा ना, तो भाड़े सहित में रेट दूंगा, ठीक है?" }, { "ucid": "34972178964509371", "idx": 48, "speaker": "customer", "start_s": 96.1, "end_s": 96.4, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178964509371", "idx": 49, "speaker": "agent", "start_s": 96.8, "end_s": 97.7, "text_en": "So once you sir, I will", "text_native": "तो एक बार आप मुझे सर मैं आपको" }, { "ucid": "34972178964509371", "idx": 50, "speaker": "customer", "start_s": 97.7, "end_s": 101.0, "text_en": "You note down for us four five, twelve hundred fifty, two thousand thirty.", "text_native": "आप हमें फोर फाइव, बारह सौ पचास, दो हजार तीस, नोट डाउन कर लीजिए।" }, { "ucid": "34972178964509371", "idx": 51, "speaker": "agent", "start_s": 101.4, "end_s": 109.0, "text_en": "Sir, one minute. I have WhatsApped you from my personal number, sir, on WhatsApp, okay? You message me on WhatsApp the thickness, width and length, okay? And quantity, you message me, I will give you the rate, sir, okay?", "text_native": "सर एक मिनट। मैं आपको पर्सनल नंबर से WhatsApp कर दिया हूं सर WhatsApp, ठीक है? आप मुझे WhatsApp में थिकनेस, विड्थ एंड लेंथ, ठीक है? एंड क्वांटिटी, मेरे को आप मैसेज कर दीजिए, मैं आपको सर रेट दे देता हूं, ठीक है?" }, { "ucid": "34972178964509371", "idx": 52, "speaker": "customer", "start_s": 109.4, "end_s": 109.7, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "34972178964509371", "idx": 53, "speaker": "agent", "start_s": 110.0, "end_s": 110.8, "text_en": "Okay, right?", "text_native": "ठीक है ना?" }, { "ucid": "34972178964509371", "idx": 54, "speaker": "customer", "start_s": 111.2, "end_s": 112.2, "text_en": "Okay sir, you send it.", "text_native": "ठीक है सर, भेज दीजिए आप।" }, { "ucid": "34972178964509371", "idx": 55, "speaker": "agent", "start_s": 112.5, "end_s": 112.9, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "34972178964509371", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, this is Abdul speaking. I am calling from JSW One head office, Mumbai.", "comment": "Agent identified himself, the company, and used the customer's name, and the customer engaged immediately." }, { "ucid": "34972178964509371", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, do you have any requirement for HR CR? I had called for that.", "comment": "Agent did not lead with a supply or price hook; instead, he went straight into asking for a requirement." }, { "ucid": "34972178964509371", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "We work with almirahs.", "comment": "Agent discovered what the customer manufactures ('almirahs') and who they buy from ('Kanpur distributor', 'Tata') but did not ask about monthly tonnage, JSW share, or payment terms." }, { "ucid": "34972178964509371", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "The benefit you'll get is... from the second transaction, I will get you a benefit of one or two rupees.", "comment": "In response to the customer's direct question 'What benefit will I get?', the agent pitched a relevant price-based USP." }, { "ucid": "34972178964509371", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "You message me on WhatsApp the thickness, width and length, okay? And quantity, you message me, I will give you the rate, sir, okay?", "comment": "The customer was ready to provide the requirement details on the call, but the agent deflected and asked the customer to send them via WhatsApp instead of capturing them." }, { "ucid": "34972178964509371", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "you message me, I will give you the rate, sir, okay?", "comment": "Agent established a clear next step of providing a rate after the customer sends details on WhatsApp, which the customer agreed to." } ], "objections": [ { "ucid": "34972178964509371", "obj_type": "price", "state": "handled", "evidence": "And will the freight be separate?", "response": "Sir, the rate that I will give you, I will give the rate inclusive of freight, okay?" } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL5 Qualify" ], "objection_phrases_list": [] }