{ "ucid": "34972178964586471", "call_date": "2026-09-17", "start_time": "2026-09-17 17:21:04", "end_time": "2026-09-17 17:26:25", "duration_sec": 321, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA891c670fe5056fd9d645b6ad227bccfb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1486, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964586471__DIA891c670fe5056fd9d645b6ad227bccfb.mp3", "audio_bytes": 874152, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 291.384, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (हॅलो)\n[6s] AGENT: Hello. (हॅलो)\n[7s] AGENT: Am I speaking with Rahul ji? (राहुल जी बात कर रहे हैं?)\n[8s] CUSTOMER: Yes. (हां जी।)\n[9s] AGENT: I was calling from JSW One, hello. (JSW One से बात कर रहा था, नमस्कार।)\n[11s] CUSTOMER: Hello. (नमस्कार जी।)\n[12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now? It's been on the website for a long time. (सर जी, ये पीआरपी प्रकाश स्टील इंडस्ट्रीज में कोई रिक्वायरमेंट है क्या अभी स्टील का? काफी टाइम से वेबसाइट पर है ये।)\n[16s] CUSTOMER: Yes, yes. (हां जी, हां जी।)\n[18s] AGENT: Is there any requirement for steel right now? (अभी कोई रिक्वायरमेंट है स्टील का?)\n[19s] CUSTOMER: Coil, we need coil. (Coil, coil चाहिए जी अपने को तो।)\n[21s] AGENT: You need coil? Whose coil do you need? (Coil चाहिए? किसकी coil चाहिए?)\n[23s] CUSTOMER: The color-coated coil that comes, right? (Color coated जो coil आती है ना?)\n[24s] AGENT: Okay, color coated. Which one, I mean, which brand do you take? (अच्छा, color coated. कौनसा मतलब, ये कौनसे brand का लेते हो आप?)\n[28s] CUSTOMER: JSW, Megastar, Kamdhenu.\n[30s] AGENT: Okay, you take JSW's? With TC, with test certificate? (अच्छा, JSW का लेते हो आप? TC के साथ, test certificate के साथ?)\n[34s] CUSTOMER: Yes. (हां जी।)\n[34s] AGENT: So which one do you take? Do you take Indradhanush, Pragati, or Coloron? (तो कौनसा लेते हो? Indradhanush लेते हो, Pragati लेते हो, Coloron लेते हो?)\n[37s] CUSTOMER: We take Coloron. The 80 GSM one. (Coloron लेते हैं। 80 GSM वाला।)\n[40s] AGENT: Uh, Coloron is not 80 GSM, sir. (अह, 80 GSM नहीं होता सर Coloron.)\n[42s] CUSTOMER: Oh. (ओह।)\n[42s] AGENT: Coloron is 150 GSM. (Coloron होता है 150 GSM.)\n[44s] CUSTOMER: But the stamp on it says 80. (उसपे मोहर तो 80 की आती है।)\n[46s] AGENT: No, no. Either you are getting the wrong material. It's 150 GSM, sir. Or 80 GSM comes in GP, so without color coating. They just call it coated. (नहीं नहीं। या तो गलत मटेरियल मिल रहा है आपको। 150 GSM होता है सर। या 80 GSM तो GP में आता है, तो बिना color coated के। बस वो coated कहते हैं उसको।)\n[54s] CUSTOMER: Now, the coil that we get, it has a stamp on it, 'a product of JSW'. (अब हमारे पास तो जो coil आती है ना, उसपे मोहर आती है, a product of JSW.)\n[57s] AGENT: No, that's fine, but its GSM, the coating, won't be 80 for Coloron. Coloron is our most premium material for roofing. It will be 150 GSM. It won't be lower than that. (नहीं, वो ठीक है, बट GSM उसका जो होता है, कोटिंग, 80 थोड़ी ना रहेगा Coloron का। Coloron का सबसे प्रीमियम मटेरियल है हमारा रूफिंग का वो। वो 150 GSM रहेगा उसका। उससे नीचे नहीं रहेगा।)\n[64s] CUSTOMER: No, we don't use it for roofing. (नहीं, हम रूफिंग में काम नहीं लेते ना जी।)\n[66s] AGENT: No, Coloron is generally used for roofing. I mean, in the color-coated segment, Coloron is our most expensive material. The best, the best quality, with a warranty of over 15 years. There are no complaints about it. So its coating is 150 GSM. (नहीं, वो रूफिंग के लिए ही यूज़ होता है Coloron जनरली। मतलब color coated की जो वो है, सेगमेंट में सबसे महंगा मटेरियल है हमारा Coloron। सबसे बढ़िया, सबसे बढ़िया क्वालिटी का, 15 साल से ऊपर वारंटी वाला। कोई शिकायत नहीं आती उसकी। तो 150 GSM की उसकी कोटिंग रहती है।)\n[75s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[76s] AGENT: So it won't be 80 GSM, sir, as you are saying. Maybe it's some other material from a secondary brand that some local is giving in the name of Coloron. But from the company... (तो 80 GSM तो नहीं रहेगी सर, जैसे आप कह रहे हो। शायद दूसरा मटेरियल कोई होगा सेकेंडरी ब्रांड का जो ऐसी ही मतलब लोकल दे रहा हो Coloron के नाम पे। पर कंपनी से तो...)\n[82s] CUSTOMER: No, we don't need Coloron. We need 80 GSM, in white color. 70... (नहीं, अपने को Coloron का नहीं चाहिए। अपने को तो 80 GSM हो, white color में। 70...)\n[86s] AGENT: It's 70 GSM, sir. (70 GSM रहता है सर।)\n[87s] CUSTOMER: We'll take 70. (70 ले लेंगे।)\n[88s] AGENT: It's 70 GSM, in that you get Pragati, you get Indradhanush. But in Indradhanush, we... TC, I mean, Indradhanush material is not available with TC. (70 GSM रहता है, उसमें Pragati आता है, Indradhanush आता है। बस Indradhanush में हमें TC, मतलब Indradhanush क्या है कि TC के साथ नहीं मिलता मटेरियल।)\n[93s] CUSTOMER: Yes, yes, yes. (हां हां हां।)\n[94s] AGENT: So, tell me what you need, do you need Pragati or Indradhanush? (तो अगर आपको बताओ क्या चाहिए, Pragati चाहिए कि Indradhanush चाहिए?)\n[96s] CUSTOMER: No, we need this one, give it without TC. (नहीं, अपने को तो यही चाहिए, without TC दे दो।)\n[99s] AGENT: Uh, sir, let me check then what the price is. Wait for two minutes. (अह, मैं सर चेक कर लेता हूं फिर क्या प्राइस चल रहा है। दो मिनट रुको।)\n[103s] AGENT: Do you have to buy it today? I mean, do you have to book it today? (आज ही खरीदना है? मतलब आज ही करना है बुक?)\n[105s] CUSTOMER: Yes, tell me, tell me the rate. (हां, बताओ रेट बताओ क्या है।)\n[116s] AGENT: The rate is 90, sir. (90 का रेट चल रहा है सर।)\n[118s] AGENT: For the sheet. (शीट का।)\n[119s] CUSTOMER: Paid or without? (Paid या without?)\n[120s] AGENT: What sir? One second, one second. I think I... One second sir. (क्या सर? एक सेकंड, एक सेकंड। मैंने शायद... एक सेकंड सर।)\n[127s] AGENT: The rate is 95 to 96, sir. (95 से 96 का रेट चल रहा है सर।)\n[129s] CUSTOMER: What is it? (क्या चीज है?)\n[130s] AGENT: The rate is 95 to 96. Indradhanush. (95 से 96 का रेट चल रहा है। Indradhanush.)\n[132s] CUSTOMER: Is the tax extra on this? (इसपे tax extra है?)\n[134s] AGENT: Tax is extra, transportation is extra. Loading is included. (Tax extra है, transportation extra है। Loading included है।)\n[137s] CUSTOMER: The rate difference is very big, sir. (रेट का बहुत बड़ा फर्क है जी ये तो।)\n[140s] AGENT: I was already saying that if you compare with a secondary brand, it won't work out, sir. (मैं तो कह ही रहा था कि सेकेंडरी ब्रांड से कंपेयर करोगे तो नहीं हो पाएगा सर।)\n[142s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[144s] AGENT: Indradhanush... Indradhanush came to this much only, sir. (Indradhanush... Indradhanush इतना ही आया सर।)\n[147s] CUSTOMER: No sir, no. (नहीं जी, नहीं।)\n[148s] AGENT: Alright sir, okay. (ठीक है सर, ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 54, "connected": 1, "audio_notes": "clear: Some slight background noise on the customer's end, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "54 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer objects to price, re-engage by offering a formal quote to compare landed costs, instead of immediately accepting the 'no' and ending the call.", "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 lead who required color-coated coil. The agent correctly identified that the customer was likely using a lower-spec or counterfeit JSW product and educated them on the genuine product. However, when the agent quoted the price for the correct material, the customer objected to the cost. The agent was unable to handle the objection and ended the call without establishing a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"[12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now?\", \"comment\": \"Agent did not ask if it was a good time to talk, jumping directly to a business question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"[12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now?\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking about a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"[24s] AGENT: ...which brand do you take?\", \"comment\": \"Agent only asked about current brands, failing to discover manufacturing process, application, volume, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[66s] AGENT: The best, the best quality, with a warranty of over 15 years. There are no complaints about it.\", \"comment\": \"Agent correctly pitched quality and warranty USPs when customer's current material spec seemed incorrect for a genuine JSW product.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent failed to capture critical qualifying information like quantity, thickness, width, or delivery location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"[148s] AGENT: Alright sir, okay.\", \"comment\": \"Agent accepted the customer's rejection and ended the call without proposing any next step like sending a quote or scheduling a callback.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer objects to price, re-engage by offering a formal quote to compare landed costs, instead of immediately accepting the 'no' and ending the call.\", \"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\": \"mishandled\", \"evidence\": \"[137s] CUSTOMER: The rate difference is very big, sir.\", \"response\": \"[140s] AGENT: I was already saying that if you compare with a secondary brand, it won't work out, sir.\"}], \"call_summary\": \"The agent contacted a lead who required color-coated coil. The agent correctly identified that the customer was likely using a lower-spec or counterfeit JSW product and educated them on the genuine product. However, when the agent quoted the price for the correct material, the customer objected to the cost. The agent was unable to handle the objection and ended the call without establishing a next step.\"}", "error": null, "latency_ms": 38910, "input_tokens": 4679, "output_tokens": 899, "created_at": "2026-09-25 12:00:03", "sentiment": "negative", "sentiment_score": -0.467, "sentiment_confidence": "high", "pos": 0, "neg": 7, "lex_hits": 8, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.708, "agent_talk_sec": 77.6, "customer_talk_sec": 32.0, "dead_air_sec": 211.4, "longest_monologue_sec": 8.7, "agent_wpm": 292.3, "interruptions": 0, "agent_turns": 29, "customer_turns": 25, "discovery_qs": 14, "words_agent": 378, "words_customer": 119, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964586471", "idx": 0, "speaker": "customer", "start_s": 5.07, "end_s": 5.81, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "34972178964586471", "idx": 1, "speaker": "agent", "start_s": 6.0, "end_s": 6.3, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "34972178964586471", "idx": 2, "speaker": "agent", "start_s": 6.87, "end_s": 7.9, "text_en": "Am I speaking with Rahul ji?", "text_native": "राहुल जी बात कर रहे हैं?" }, { "ucid": "34972178964586471", "idx": 3, "speaker": "customer", "start_s": 8.2, "end_s": 8.57, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178964586471", "idx": 4, "speaker": "agent", "start_s": 9.0, "end_s": 10.7, "text_en": "I was calling from JSW One, hello.", "text_native": "JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "34972178964586471", "idx": 5, "speaker": "customer", "start_s": 10.97, "end_s": 11.6, "text_en": "Hello.", "text_native": "नमस्कार जी।" }, { "ucid": "34972178964586471", "idx": 6, "speaker": "agent", "start_s": 12.0, "end_s": 16.2, "text_en": "Sir, is there any requirement for steel in PRP Prakash Steel Industries right now? It's been on the website for a long time.", "text_native": "सर जी, ये पीआरपी प्रकाश स्टील इंडस्ट्रीज में कोई रिक्वायरमेंट है क्या अभी स्टील का? काफी टाइम से वेबसाइट पर है ये।" }, { "ucid": "34972178964586471", "idx": 7, "speaker": "customer", "start_s": 16.5, "end_s": 17.2, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "34972178964586471", "idx": 8, "speaker": "agent", "start_s": 17.6, "end_s": 19.0, "text_en": "Is there any requirement for steel right now?", "text_native": "अभी कोई रिक्वायरमेंट है स्टील का?" }, { "ucid": "34972178964586471", "idx": 9, "speaker": "customer", "start_s": 19.4, "end_s": 20.8, "text_en": "Coil, we need coil.", "text_native": "Coil, coil चाहिए जी अपने को तो।" }, { "ucid": "34972178964586471", "idx": 10, "speaker": "agent", "start_s": 21.2, "end_s": 22.4, "text_en": "You need coil? Whose coil do you need?", "text_native": "Coil चाहिए? किसकी coil चाहिए?" }, { "ucid": "34972178964586471", "idx": 11, "speaker": "customer", "start_s": 22.8, "end_s": 24.2, "text_en": "The color-coated coil that comes, right?", "text_native": "Color coated जो coil आती है ना?" }, { "ucid": "34972178964586471", "idx": 12, "speaker": "agent", "start_s": 24.5, "end_s": 27.0, "text_en": "Okay, color coated. Which one, I mean, which brand do you take?", "text_native": "अच्छा, color coated. कौनसा मतलब, ये कौनसे brand का लेते हो आप?" }, { "ucid": "34972178964586471", "idx": 13, "speaker": "customer", "start_s": 27.5, "end_s": 29.8, "text_en": "JSW, Megastar, Kamdhenu.", "text_native": "JSW, Megastar, Kamdhenu." }, { "ucid": "34972178964586471", "idx": 14, "speaker": "agent", "start_s": 30.0, "end_s": 33.5, "text_en": "Okay, you take JSW's? With TC, with test certificate?", "text_native": "अच्छा, JSW का लेते हो आप? TC के साथ, test certificate के साथ?" }, { "ucid": "34972178964586471", "idx": 15, "speaker": "customer", "start_s": 33.8, "end_s": 34.2, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178964586471", "idx": 16, "speaker": "agent", "start_s": 34.5, "end_s": 37.0, "text_en": "So which one do you take? Do you take Indradhanush, Pragati, or Coloron?", "text_native": "तो कौनसा लेते हो? Indradhanush लेते हो, Pragati लेते हो, Coloron लेते हो?" }, { "ucid": "34972178964586471", "idx": 17, "speaker": "customer", "start_s": 37.2, "end_s": 39.5, "text_en": "We take Coloron. The 80 GSM one.", "text_native": "Coloron लेते हैं। 80 GSM वाला।" }, { "ucid": "34972178964586471", "idx": 18, "speaker": "agent", "start_s": 40.0, "end_s": 41.5, "text_en": "Uh, Coloron is not 80 GSM, sir.", "text_native": "अह, 80 GSM नहीं होता सर Coloron." }, { "ucid": "34972178964586471", "idx": 19, "speaker": "customer", "start_s": 41.8, "end_s": 42.1, "text_en": "Oh.", "text_native": "ओह।" }, { "ucid": "34972178964586471", "idx": 20, "speaker": "agent", "start_s": 42.5, "end_s": 43.8, "text_en": "Coloron is 150 GSM.", "text_native": "Coloron होता है 150 GSM." }, { "ucid": "34972178964586471", "idx": 21, "speaker": "customer", "start_s": 44.3, "end_s": 45.6, "text_en": "But the stamp on it says 80.", "text_native": "उसपे मोहर तो 80 की आती है।" }, { "ucid": "34972178964586471", "idx": 22, "speaker": "agent", "start_s": 46.0, "end_s": 52.8, "text_en": "No, no. Either you are getting the wrong material. It's 150 GSM, sir. Or 80 GSM comes in GP, so without color coating. They just call it coated.", "text_native": "नहीं नहीं। या तो गलत मटेरियल मिल रहा है आपको। 150 GSM होता है सर। या 80 GSM तो GP में आता है, तो बिना color coated के। बस वो coated कहते हैं उसको।" }, { "ucid": "34972178964586471", "idx": 23, "speaker": "customer", "start_s": 53.5, "end_s": 57.0, "text_en": "Now, the coil that we get, it has a stamp on it, 'a product of JSW'.", "text_native": "अब हमारे पास तो जो coil आती है ना, उसपे मोहर आती है, a product of JSW." }, { "ucid": "34972178964586471", "idx": 24, "speaker": "agent", "start_s": 57.3, "end_s": 63.5, "text_en": "No, that's fine, but its GSM, the coating, won't be 80 for Coloron. Coloron is our most premium material for roofing. It will be 150 GSM. It won't be lower than that.", "text_native": "नहीं, वो ठीक है, बट GSM उसका जो होता है, कोटिंग, 80 थोड़ी ना रहेगा Coloron का। Coloron का सबसे प्रीमियम मटेरियल है हमारा रूफिंग का वो। वो 150 GSM रहेगा उसका। उससे नीचे नहीं रहेगा।" }, { "ucid": "34972178964586471", "idx": 25, "speaker": "customer", "start_s": 63.8, "end_s": 65.5, "text_en": "No, we don't use it for roofing.", "text_native": "नहीं, हम रूफिंग में काम नहीं लेते ना जी।" }, { "ucid": "34972178964586471", "idx": 26, "speaker": "agent", "start_s": 65.8, "end_s": 74.5, "text_en": "No, Coloron is generally used for roofing. I mean, in the color-coated segment, Coloron is our most expensive material. The best, the best quality, with a warranty of over 15 years. There are no complaints about it. So its coating is 150 GSM.", "text_native": "नहीं, वो रूफिंग के लिए ही यूज़ होता है Coloron जनरली। मतलब color coated की जो वो है, सेगमेंट में सबसे महंगा मटेरियल है हमारा Coloron। सबसे बढ़िया, सबसे बढ़िया क्वालिटी का, 15 साल से ऊपर वारंटी वाला। कोई शिकायत नहीं आती उसकी। तो 150 GSM की उसकी कोटिंग रहती है।" }, { "ucid": "34972178964586471", "idx": 27, "speaker": "customer", "start_s": 74.8, "end_s": 75.4, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "34972178964586471", "idx": 28, "speaker": "agent", "start_s": 75.8, "end_s": 81.8, "text_en": "So it won't be 80 GSM, sir, as you are saying. Maybe it's some other material from a secondary brand that some local is giving in the name of Coloron. But from the company...", "text_native": "तो 80 GSM तो नहीं रहेगी सर, जैसे आप कह रहे हो। शायद दूसरा मटेरियल कोई होगा सेकेंडरी ब्रांड का जो ऐसी ही मतलब लोकल दे रहा हो Coloron के नाम पे। पर कंपनी से तो..." }, { "ucid": "34972178964586471", "idx": 29, "speaker": "customer", "start_s": 82.0, "end_s": 85.5, "text_en": "No, we don't need Coloron. We need 80 GSM, in white color. 70...", "text_native": "नहीं, अपने को Coloron का नहीं चाहिए। अपने को तो 80 GSM हो, white color में। 70..." }, { "ucid": "34972178964586471", "idx": 30, "speaker": "agent", "start_s": 85.8, "end_s": 86.8, "text_en": "It's 70 GSM, sir.", "text_native": "70 GSM रहता है सर।" }, { "ucid": "34972178964586471", "idx": 31, "speaker": "customer", "start_s": 87.2, "end_s": 87.9, "text_en": "We'll take 70.", "text_native": "70 ले लेंगे।" }, { "ucid": "34972178964586471", "idx": 32, "speaker": "agent", "start_s": 88.2, "end_s": 92.5, "text_en": "It's 70 GSM, in that you get Pragati, you get Indradhanush. But in Indradhanush, we... TC, I mean, Indradhanush material is not available with TC.", "text_native": "70 GSM रहता है, उसमें Pragati आता है, Indradhanush आता है। बस Indradhanush में हमें TC, मतलब Indradhanush क्या है कि TC के साथ नहीं मिलता मटेरियल।" }, { "ucid": "34972178964586471", "idx": 33, "speaker": "customer", "start_s": 92.8, "end_s": 93.5, "text_en": "Yes, yes, yes.", "text_native": "हां हां हां।" }, { "ucid": "34972178964586471", "idx": 34, "speaker": "agent", "start_s": 93.8, "end_s": 96.2, "text_en": "So, tell me what you need, do you need Pragati or Indradhanush?", "text_native": "तो अगर आपको बताओ क्या चाहिए, Pragati चाहिए कि Indradhanush चाहिए?" }, { "ucid": "34972178964586471", "idx": 35, "speaker": "customer", "start_s": 96.5, "end_s": 98.2, "text_en": "No, we need this one, give it without TC.", "text_native": "नहीं, अपने को तो यही चाहिए, without TC दे दो।" }, { "ucid": "34972178964586471", "idx": 36, "speaker": "agent", "start_s": 98.8, "end_s": 101.2, "text_en": "Uh, sir, let me check then what the price is. Wait for two minutes.", "text_native": "अह, मैं सर चेक कर लेता हूं फिर क्या प्राइस चल रहा है। दो मिनट रुको।" }, { "ucid": "34972178964586471", "idx": 37, "speaker": "agent", "start_s": 102.8, "end_s": 104.8, "text_en": "Do you have to buy it today? I mean, do you have to book it today?", "text_native": "आज ही खरीदना है? मतलब आज ही करना है बुक?" }, { "ucid": "34972178964586471", "idx": 38, "speaker": "customer", "start_s": 105.0, "end_s": 106.2, "text_en": "Yes, tell me, tell me the rate.", "text_native": "हां, बताओ रेट बताओ क्या है।" }, { "ucid": "34972178964586471", "idx": 39, "speaker": "agent", "start_s": 116.0, "end_s": 117.5, "text_en": "The rate is 90, sir.", "text_native": "90 का रेट चल रहा है सर।" }, { "ucid": "34972178964586471", "idx": 40, "speaker": "agent", "start_s": 118.0, "end_s": 118.8, "text_en": "For the sheet.", "text_native": "शीट का।" }, { "ucid": "34972178964586471", "idx": 41, "speaker": "customer", "start_s": 119.2, "end_s": 120.2, "text_en": "Paid or without?", "text_native": "Paid या without?" }, { "ucid": "34972178964586471", "idx": 42, "speaker": "agent", "start_s": 120.5, "end_s": 123.2, "text_en": "What sir? One second, one second. I think I... One second sir.", "text_native": "क्या सर? एक सेकंड, एक सेकंड। मैंने शायद... एक सेकंड सर।" }, { "ucid": "34972178964586471", "idx": 43, "speaker": "agent", "start_s": 127.0, "end_s": 128.8, "text_en": "The rate is 95 to 96, sir.", "text_native": "95 से 96 का रेट चल रहा है सर।" }, { "ucid": "34972178964586471", "idx": 44, "speaker": "customer", "start_s": 129.0, "end_s": 129.5, "text_en": "What is it?", "text_native": "क्या चीज है?" }, { "ucid": "34972178964586471", "idx": 45, "speaker": "agent", "start_s": 129.8, "end_s": 131.5, "text_en": "The rate is 95 to 96. Indradhanush.", "text_native": "95 से 96 का रेट चल रहा है। Indradhanush." }, { "ucid": "34972178964586471", "idx": 46, "speaker": "customer", "start_s": 132.5, "end_s": 133.8, "text_en": "Is the tax extra on this?", "text_native": "इसपे tax extra है?" }, { "ucid": "34972178964586471", "idx": 47, "speaker": "agent", "start_s": 134.2, "end_s": 136.8, "text_en": "Tax is extra, transportation is extra. Loading is included.", "text_native": "Tax extra है, transportation extra है। Loading included है।" }, { "ucid": "34972178964586471", "idx": 48, "speaker": "customer", "start_s": 137.2, "end_s": 139.5, "text_en": "The rate difference is very big, sir.", "text_native": "रेट का बहुत बड़ा फर्क है जी ये तो।" }, { "ucid": "34972178964586471", "idx": 49, "speaker": "agent", "start_s": 139.8, "end_s": 142.2, "text_en": "I was already saying that if you compare with a secondary brand, it won't work out, sir.", "text_native": "मैं तो कह ही रहा था कि सेकेंडरी ब्रांड से कंपेयर करोगे तो नहीं हो पाएगा सर।" }, { "ucid": "34972178964586471", "idx": 50, "speaker": "customer", "start_s": 142.5, "end_s": 143.0, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "34972178964586471", "idx": 51, "speaker": "agent", "start_s": 144.0, "end_s": 146.2, "text_en": "Indradhanush... Indradhanush came to this much only, sir.", "text_native": "Indradhanush... Indradhanush इतना ही आया सर।" }, { "ucid": "34972178964586471", "idx": 52, "speaker": "customer", "start_s": 146.8, "end_s": 147.8, "text_en": "No sir, no.", "text_native": "नहीं जी, नहीं।" }, { "ucid": "34972178964586471", "idx": 53, "speaker": "agent", "start_s": 148.2, "end_s": 149.2, "text_en": "Alright sir, okay.", "text_native": "ठीक है सर, ओके।" } ], "steps": [ { "ucid": "34972178964586471", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "[12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now?", "comment": "Agent did not ask if it was a good time to talk, jumping directly to a business question." }, { "ucid": "34972178964586471", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "[12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now?", "comment": "Agent did not lead with a supply or price hook, instead asking about a requirement." }, { "ucid": "34972178964586471", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "[24s] AGENT: ...which brand do you take?", "comment": "Agent only asked about current brands, failing to discover manufacturing process, application, volume, or payment terms." }, { "ucid": "34972178964586471", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[66s] AGENT: The best, the best quality, with a warranty of over 15 years. There are no complaints about it.", "comment": "Agent correctly pitched quality and warranty USPs when customer's current material spec seemed incorrect for a genuine JSW product." }, { "ucid": "34972178964586471", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent failed to capture critical qualifying information like quantity, thickness, width, or delivery location." }, { "ucid": "34972178964586471", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "[148s] AGENT: Alright sir, okay.", "comment": "Agent accepted the customer's rejection and ended the call without proposing any next step like sending a quote or scheduling a callback." } ], "objections": [ { "ucid": "34972178964586471", "obj_type": "price", "state": "mishandled", "evidence": "[137s] CUSTOMER: The rate difference is very big, sir.", "response": "[140s] AGENT: I was already saying that if you compare with a secondary brand, it won't work out, sir." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }