{ "ucid": "34972178964785042", "call_date": "2026-09-17", "start_time": "2026-09-17 17:54:10", "end_time": "2026-09-17 18:01:33", "duration_sec": 443, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA83d9db840982032e6822964e22031317.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1471, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964785042__DIA83d9db840982032e6822964e22031317.mp3", "audio_bytes": 1288008, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 429.336, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello, yes.\n[4s] AGENT: Hello, uh, JSW, good evening. Karthikeya this side from JSW One.\n[8s] CUSTOMER: JS?\n[9s] AGENT: JSW sir, Jindal Steels.\n[11s] CUSTOMER: Okay.\n[12s] AGENT: Uh yes sir, you are from Ceflo Technologies was registered on our platform. So I just wanted to know whether you have any MS steel requirement currently? In your firm?\n[18s] CUSTOMER: We are having enough requirement but from your team no one is ready to will and give certain commitment. Everybody is there talking, first we have to invest the money, then only whenever they are having material they want to sell.\n[27s] AGENT: Uh so commitment of material or\n[29s] CUSTOMER: Material delivery. When we are sending one line email, I am required so and so material means, immediately someone should respond, yes sir, we are having so and so stock. Hmm hmm. Like that email. Then only we can do something. Or else if you stock not having also, sir this is the material and this is the lead time. If you say yes, then only we are able to arrange. Like that commitment we are expecting. But from your team everybody is talking like a banking call center persons. These kind of things means we cannot run the production show. Because volume of the material is not in a thousands, it is nearly one crore.\n[52s] AGENT: Hmm hmm.\n[52s] CUSTOMER: Hmm? Everybody is asking the money. Once we paid the money, when material is going to deliver, nobody is know. Then in this condition who will make the advance payment?\n[59s] AGENT: I mean sir, you purchase GP coil if I can see from your last requirement. That is readily available. I can deliver it to you within three days.\n[65s] CUSTOMER: Delivery is done, it is required three days means what sir? See, my customer when they are confirming the order, one minute, listen my conditions. Hmm hmm. This is not a regular automobile company. If it is a automobile company, they are having monthly plans, accordingly they are going to buy. Hmm hmm. Our nature of business is very dynamic. Morning architect will give one drawing, evening they are asking the delivery. That kind of situation we are going to face. Horrible situation. So that reason, if you are willing to deal with Ceflo, who is who is your Bangalore coordinator? Share me his number. Whenever we are sending the enquiry, within half an hour or one hour, you must respond that email. Sir, this is the stock, this is the lead time. Then only we required or not required, shall we continue or not to continue, we can come to the conclusion. Without having these kind of information, we are unable to continue with the JSW sir. Sorry to inform you that, but this is the situation we are facing.\n[98s] AGENT: Hmm hmm. Sir, not within half an hour, but we do give rates within two hours. That is our uh TAT. To share rates with you.\n[105s] CUSTOMER: And\n[106s] CUSTOMER: your communication and our communication is not matching.\n[109s] AGENT: Hmm hmm.\n[110s] CUSTOMER: Hmm?\n[110s] AGENT: I mean I don't know who were you in contact with the last time. But like if you share any inquiries with me, I'll share rates with you. If possible right away. Otherwise\n[115s] CUSTOMER: No, my, no. At the moment when you required, I don't have requirement. When I am having requirement, at that time you should respond, sir.\n[121s] AGENT: That time you did not get rates before.\n[123s] CUSTOMER: Sorry, sir?\n[124s] AGENT: I mean sir, you're saying\n[124s] CUSTOMER: See, you are having material because of that I have to buy means that not possible. When I am having requirement, at that time I am going to ask you. I am not a trader, I am the manufacturer of the metal ceiling. When my customer requirement will come, at that time we are going to ask you to respond.\n[135s] AGENT: Hmm hmm.\n[135s] CUSTOMER: Without requirement if I am buying and keeping the stock means, who will give that advance money?\n[139s] AGENT: Hmm hmm. Sir, we do have, if you ask for any regular running item, we have it in stock all the time. Stocking won't be an issue.\n[144s] CUSTOMER: You can you can send me a mail. So and so item regularly we are having ready stock. Whenever you required, within a day time we are going to ensure the delivery. Such kind of email confirmation you can do. You are having my email address already.\n[153s] AGENT: Yeah, I do have it.\n[154s] CUSTOMER: If you are having my email address, you can give the proper confirmation and when I am going to ask you the enquiry, at the same time you can confirm the current rate. If we are getting better prices, better support in terms of delivery, why can't we get delayed? Immediately we will buy.\n[165s] AGENT: Hmm hmm. Yes sir, I do understand. We also want to deal like, close the order the same day. So, okay, I'll send you a mail, sir, with relevant details. Just drop your details either on my mail or number and I'll just revert to you.\n[173s] CUSTOMER: No, today I can't drop any email because I don't have requirement for the day.\n[177s] AGENT: Yeah, not today, whenever you have. For future.\n[179s] CUSTOMER: Whenever I am having the requirement, I will ask you. Then you have to support with the correct amount of information. Then only it is become order conversion. Or else it is just simply enquiry, general enquiry only.\n[187s] AGENT: Hmm hmm hmm. Okay, got that.\n[188s] CUSTOMER: Okay sir, what is your good name?\n[190s] AGENT: Uh my name is Karthikeya. Karthikeya Chauhan.\n[192s] CUSTOMER: Karthikeya Chauhan. Last time also Chauhan ji had a conversation with me.\n[196s] AGENT: With me?\n[198s] CUSTOMER: Yeah, this name once I heard.\n[200s] AGENT: Hmm, sir, uh did you share any inquiry with me?\n[202s] CUSTOMER: I hope.\n[204s] AGENT: Uh so because on our system your last inquiry is of November last year.\n[207s] CUSTOMER: Just a minute. Karthikeyan, right?\n[209s] AGENT: Yeah.\n[210s] CUSTOMER: Karthikeyan Chauhan. Yes, your email ID already having. I am going to reply you with the test email, okay?\n[215s] AGENT: Hmm hmm hmm.\n[220s] CUSTOMER: Just a minute. Test mail. Test mail I have sent you. Just check once. Your earlier number is 9004103165, is it correct?\n[228s] AGENT: Yeah, that is my personal number, yeah.\n[230s] CUSTOMER: Yeah.\n[232s] AGENT: So, I think I sent you an email before.\n[234s] CUSTOMER: For the email, however you want, what I required, that one, that style you have not sent. Whatever the item you are having regular stock, you have to reply us, send a mail. These items we are keeping regular stock. Whenever you require, within a day time we will ensure the delivery. You have to send such kind of email. Then only it will help you to grab the opportunity to supply directly.\n[248s] AGENT: Okay, got that, got that. Okay, I'm, I'll share relevant details on your mail. Just connect with me whenever you have requirement, sir. Alright?\n[254s] CUSTOMER: Okay Karthikeyan ji. Fine, thank you.\n[256s] AGENT: Okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 57, "connected": 1, "audio_notes": "clear: The customer sometimes refers to the agent 'Karthikeya' as 'Karthikeyan'. This has been transcribed as spoken.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "57 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 6.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\"]", "pitch_coaching_note": "When a customer opens with a long complaint, acknowledge it briefly, then try to reset the call with your hook to establish value before getting pulled into problem-solving.", "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 customer, a manufacturer of metal ceilings, began by complaining about poor communication and lack of delivery commitment from JSW in the past. The agent listened to the grievance, differentiated himself from the past experience, and pitched JSW One's stock availability and responsiveness. While the customer had no current requirement, they agreed to receive an email with a list of regularly stocked items to facilitate future orders.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, uh, JSW, good evening. Karthikeya this side from JSW One.\", \"comment\": \"Agent introduced himself and the company, and used the customer's company name; permission to speak was implicitly granted by the customer's immediate and detailed engagement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening directly by asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"I am the manufacturer of the metal ceiling.\", \"comment\": \"The customer's lengthy complaint about past service prevented a structured discovery; only 2 of 6 key areas (product manufactured, payment terms) were covered.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, we do have, if you ask for any regular running item, we have it in stock all the time. Stocking won't be an issue.\", \"comment\": \"The agent pitched USPs (stock availability, delivery speed) that were directly relevant to the customer's primary complaint about poor delivery commitment.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I just wanted to know whether you have any MS steel requirement currently?\", \"comment\": \"Agent asked if a current requirement existed, and the customer confirmed they had none at the moment.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I'm, I'll share relevant details on your mail. Just connect with me whenever you have requirement, sir. Alright?\", \"comment\": \"Agent established a clear next step of sending an email with stock details, as requested by the customer, to enable future business.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer opens with a long complaint, acknowledge it briefly, then try to reset the call with your hook to establish value before getting pulled into problem-solving.\", \"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\": \"handled\", \"evidence\": \"from your team no one is ready to will and give certain commitment. Everybody is there talking, first we have to invest the money, then only whenever they are having material they want to sell.\", \"response\": \"I don't know who were you in contact with the last time. But like if you share any inquiries with me, I'll share rates with you. If possible right away.\"}], \"call_summary\": \"The customer, a manufacturer of metal ceilings, began by complaining about poor communication and lack of delivery commitment from JSW in the past. The agent listened to the grievance, differentiated himself from the past experience, and pitched JSW One's stock availability and responsiveness. While the customer had no current requirement, they agreed to receive an email with a list of regularly stocked items to facilitate future orders.\"}", "error": null, "latency_ms": 40164, "input_tokens": 4503, "output_tokens": 965, "created_at": "2026-09-25 11:59:28", "sentiment": "positive", "sentiment_score": 0.317, "sentiment_confidence": "high", "pos": 26, "neg": 24, "lex_hits": 62, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.287, "agent_talk_sec": 65.6, "customer_talk_sec": 162.7, "dead_air_sec": 214.7, "longest_monologue_sec": 8.3, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 28, "customer_turns": 29, "discovery_qs": 5, "words_agent": 328, "words_customer": 794, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964785042", "idx": 0, "speaker": "customer", "start_s": 0.78, "end_s": 1.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964785042", "idx": 1, "speaker": "agent", "start_s": 1.83, "end_s": 2.19, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178964785042", "idx": 2, "speaker": "customer", "start_s": 2.88, "end_s": 3.48, "text_en": "Hello, yes.", "text_native": "Hello, yes." }, { "ucid": "34972178964785042", "idx": 3, "speaker": "agent", "start_s": 4.0, "end_s": 7.5, "text_en": "Hello, uh, JSW, good evening. Karthikeya this side from JSW One.", "text_native": "Hello, uh, JSW, good evening. Karthikeya this side from JSW One." }, { "ucid": "34972178964785042", "idx": 4, "speaker": "customer", "start_s": 8.2, "end_s": 8.64, "text_en": "JS?", "text_native": "JS?" }, { "ucid": "34972178964785042", "idx": 5, "speaker": "agent", "start_s": 8.94, "end_s": 10.24, "text_en": "JSW sir, Jindal Steels.", "text_native": "JSW sir, Jindal Steels." }, { "ucid": "34972178964785042", "idx": 6, "speaker": "customer", "start_s": 10.8, "end_s": 11.16, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178964785042", "idx": 7, "speaker": "agent", "start_s": 11.6, "end_s": 18.0, "text_en": "Uh yes sir, you are from Ceflo Technologies was registered on our platform. So I just wanted to know whether you have any MS steel requirement currently? In your firm?", "text_native": "Uh yes sir, you are from Ceflo Technologies was registered on our platform. So I just wanted to know whether you have any MS steel requirement currently? In your firm?" }, { "ucid": "34972178964785042", "idx": 8, "speaker": "customer", "start_s": 18.26, "end_s": 26.8, "text_en": "We are having enough requirement but from your team no one is ready to will and give certain commitment. Everybody is there talking, first we have to invest the money, then only whenever they are having material they want to sell.", "text_native": "We are having enough requirement but from your team no one is ready to will and give certain commitment. Everybody is there talking, first we have to invest the money, then only whenever they are having material they want to sell." }, { "ucid": "34972178964785042", "idx": 9, "speaker": "agent", "start_s": 27.26, "end_s": 28.66, "text_en": "Uh so commitment of material or", "text_native": "Uh so commitment of material or" }, { "ucid": "34972178964785042", "idx": 10, "speaker": "customer", "start_s": 28.8, "end_s": 51.0, "text_en": "Material delivery. When we are sending one line email, I am required so and so material means, immediately someone should respond, yes sir, we are having so and so stock. Hmm hmm. Like that email. Then only we can do something. Or else if you stock not having also, sir this is the material and this is the lead time. If you say yes, then only we are able to arrange. Like that commitment we are expecting. But from your team everybody is talking like a banking call center persons. These kind of things means we cannot run the production show. Because volume of the material is not in a thousands, it is nearly one crore.", "text_native": "Material delivery. When we are sending one line email, I am required so and so material means, immediately someone should respond, yes sir, we are having so and so stock. Hmm hmm. Like that email. Then only we can do something. Or else if you stock not having also, sir this is the material and this is the lead time. If you say yes, then only we are able to arrange. Like that commitment we are expecting. But from your team everybody is talking like a banking call center persons. These kind of things means we cannot run the production show. Because volume of the material is not in a thousands, it is nearly one crore." }, { "ucid": "34972178964785042", "idx": 11, "speaker": "agent", "start_s": 51.5, "end_s": 51.86, "text_en": "Hmm hmm.", "text_native": "Hmm hmm." }, { "ucid": "34972178964785042", "idx": 12, "speaker": "customer", "start_s": 52.36, "end_s": 59.0, "text_en": "Hmm? Everybody is asking the money. Once we paid the money, when material is going to deliver, nobody is know. Then in this condition who will make the advance payment?", "text_native": "Hmm? Everybody is asking the money. Once we paid the money, when material is going to deliver, nobody is know. Then in this condition who will make the advance payment?" }, { "ucid": "34972178964785042", "idx": 13, "speaker": "agent", "start_s": 59.2, "end_s": 64.5, "text_en": "I mean sir, you purchase GP coil if I can see from your last requirement. That is readily available. I can deliver it to you within three days.", "text_native": "I mean sir, you purchase GP coil if I can see from your last requirement. That is readily available. I can deliver it to you within three days." }, { "ucid": "34972178964785042", "idx": 14, "speaker": "customer", "start_s": 64.7, "end_s": 98.0, "text_en": "Delivery is done, it is required three days means what sir? See, my customer when they are confirming the order, one minute, listen my conditions. Hmm hmm. This is not a regular automobile company. If it is a automobile company, they are having monthly plans, accordingly they are going to buy. Hmm hmm. Our nature of business is very dynamic. Morning architect will give one drawing, evening they are asking the delivery. That kind of situation we are going to face. Horrible situation. So that reason, if you are willing to deal with Ceflo, who is who is your Bangalore coordinator? Share me his number. Whenever we are sending the enquiry, within half an hour or one hour, you must respond that email. Sir, this is the stock, this is the lead time. Then only we required or not required, shall we continue or not to continue, we can come to the conclusion. Without having these kind of information, we are unable to continue with the JSW sir. Sorry to inform you that, but this is the situation we are facing.", "text_native": "Delivery is done, it is required three days means what sir? See, my customer when they are confirming the order, one minute, listen my conditions. Hmm hmm. This is not a regular automobile company. If it is a automobile company, they are having monthly plans, accordingly they are going to buy. Hmm hmm. Our nature of business is very dynamic. Morning architect will give one drawing, evening they are asking the delivery. That kind of situation we are going to face. Horrible situation. So that reason, if you are willing to deal with Ceflo, who is who is your Bangalore coordinator? Share me his number. Whenever we are sending the enquiry, within half an hour or one hour, you must respond that email. Sir, this is the stock, this is the lead time. Then only we required or not required, shall we continue or not to continue, we can come to the conclusion. Without having these kind of information, we are unable to continue with the JSW sir. Sorry to inform you that, but this is the situation we are facing." }, { "ucid": "34972178964785042", "idx": 15, "speaker": "agent", "start_s": 98.2, "end_s": 103.2, "text_en": "Hmm hmm. Sir, not within half an hour, but we do give rates within two hours. That is our uh TAT. To share rates with you.", "text_native": "Hmm hmm. Sir, not within half an hour, but we do give rates within two hours. That is our uh TAT. To share rates with you." }, { "ucid": "34972178964785042", "idx": 16, "speaker": "customer", "start_s": 105.0, "end_s": 105.3, "text_en": "And", "text_native": "And" }, { "ucid": "34972178964785042", "idx": 17, "speaker": "customer", "start_s": 106.0, "end_s": 108.5, "text_en": "your communication and our communication is not matching.", "text_native": "your communication and our communication is not matching." }, { "ucid": "34972178964785042", "idx": 18, "speaker": "agent", "start_s": 108.9, "end_s": 109.2, "text_en": "Hmm hmm.", "text_native": "Hmm hmm." }, { "ucid": "34972178964785042", "idx": 19, "speaker": "customer", "start_s": 109.8, "end_s": 110.0, "text_en": "Hmm?", "text_native": "Hmm?" }, { "ucid": "34972178964785042", "idx": 20, "speaker": "agent", "start_s": 110.3, "end_s": 115.0, "text_en": "I mean I don't know who were you in contact with the last time. But like if you share any inquiries with me, I'll share rates with you. If possible right away. Otherwise", "text_native": "I mean I don't know who were you in contact with the last time. But like if you share any inquiries with me, I'll share rates with you. If possible right away. Otherwise" }, { "ucid": "34972178964785042", "idx": 21, "speaker": "customer", "start_s": 115.2, "end_s": 120.5, "text_en": "No, my, no. At the moment when you required, I don't have requirement. When I am having requirement, at that time you should respond, sir.", "text_native": "No, my, no. At the moment when you required, I don't have requirement. When I am having requirement, at that time you should respond, sir." }, { "ucid": "34972178964785042", "idx": 22, "speaker": "agent", "start_s": 120.8, "end_s": 122.2, "text_en": "That time you did not get rates before.", "text_native": "That time you did not get rates before." }, { "ucid": "34972178964785042", "idx": 23, "speaker": "customer", "start_s": 122.8, "end_s": 123.3, "text_en": "Sorry, sir?", "text_native": "Sorry, sir?" }, { "ucid": "34972178964785042", "idx": 24, "speaker": "agent", "start_s": 123.6, "end_s": 124.3, "text_en": "I mean sir, you're saying", "text_native": "I mean sir, you're saying" }, { "ucid": "34972178964785042", "idx": 25, "speaker": "customer", "start_s": 124.5, "end_s": 134.5, "text_en": "See, you are having material because of that I have to buy means that not possible. When I am having requirement, at that time I am going to ask you. I am not a trader, I am the manufacturer of the metal ceiling. When my customer requirement will come, at that time we are going to ask you to respond.", "text_native": "See, you are having material because of that I have to buy means that not possible. When I am having requirement, at that time I am going to ask you. I am not a trader, I am the manufacturer of the metal ceiling. When my customer requirement will come, at that time we are going to ask you to respond." }, { "ucid": "34972178964785042", "idx": 26, "speaker": "agent", "start_s": 134.8, "end_s": 135.1, "text_en": "Hmm hmm.", "text_native": "Hmm hmm." }, { "ucid": "34972178964785042", "idx": 27, "speaker": "customer", "start_s": 135.3, "end_s": 139.0, "text_en": "Without requirement if I am buying and keeping the stock means, who will give that advance money?", "text_native": "Without requirement if I am buying and keeping the stock means, who will give that advance money?" }, { "ucid": "34972178964785042", "idx": 28, "speaker": "agent", "start_s": 139.2, "end_s": 144.2, "text_en": "Hmm hmm. Sir, we do have, if you ask for any regular running item, we have it in stock all the time. Stocking won't be an issue.", "text_native": "Hmm hmm. Sir, we do have, if you ask for any regular running item, we have it in stock all the time. Stocking won't be an issue." }, { "ucid": "34972178964785042", "idx": 29, "speaker": "customer", "start_s": 144.4, "end_s": 153.0, "text_en": "You can you can send me a mail. So and so item regularly we are having ready stock. Whenever you required, within a day time we are going to ensure the delivery. Such kind of email confirmation you can do. You are having my email address already.", "text_native": "You can you can send me a mail. So and so item regularly we are having ready stock. Whenever you required, within a day time we are going to ensure the delivery. Such kind of email confirmation you can do. You are having my email address already." }, { "ucid": "34972178964785042", "idx": 30, "speaker": "agent", "start_s": 153.2, "end_s": 153.8, "text_en": "Yeah, I do have it.", "text_native": "Yeah, I do have it." }, { "ucid": "34972178964785042", "idx": 31, "speaker": "customer", "start_s": 154.2, "end_s": 164.5, "text_en": "If you are having my email address, you can give the proper confirmation and when I am going to ask you the enquiry, at the same time you can confirm the current rate. If we are getting better prices, better support in terms of delivery, why can't we get delayed? Immediately we will buy.", "text_native": "If you are having my email address, you can give the proper confirmation and when I am going to ask you the enquiry, at the same time you can confirm the current rate. If we are getting better prices, better support in terms of delivery, why can't we get delayed? Immediately we will buy." }, { "ucid": "34972178964785042", "idx": 32, "speaker": "agent", "start_s": 164.7, "end_s": 173.0, "text_en": "Hmm hmm. Yes sir, I do understand. We also want to deal like, close the order the same day. So, okay, I'll send you a mail, sir, with relevant details. Just drop your details either on my mail or number and I'll just revert to you.", "text_native": "Hmm hmm. Yes sir, I do understand. We also want to deal like, close the order the same day. So, okay, I'll send you a mail, sir, with relevant details. Just drop your details either on my mail or number and I'll just revert to you." }, { "ucid": "34972178964785042", "idx": 33, "speaker": "customer", "start_s": 173.2, "end_s": 176.5, "text_en": "No, today I can't drop any email because I don't have requirement for the day.", "text_native": "No, today I can't drop any email because I don't have requirement for the day." }, { "ucid": "34972178964785042", "idx": 34, "speaker": "agent", "start_s": 176.8, "end_s": 178.5, "text_en": "Yeah, not today, whenever you have. For future.", "text_native": "Yeah, not today, whenever you have. For future." }, { "ucid": "34972178964785042", "idx": 35, "speaker": "customer", "start_s": 178.7, "end_s": 186.5, "text_en": "Whenever I am having the requirement, I will ask you. Then you have to support with the correct amount of information. Then only it is become order conversion. Or else it is just simply enquiry, general enquiry only.", "text_native": "Whenever I am having the requirement, I will ask you. Then you have to support with the correct amount of information. Then only it is become order conversion. Or else it is just simply enquiry, general enquiry only." }, { "ucid": "34972178964785042", "idx": 36, "speaker": "agent", "start_s": 186.8, "end_s": 188.0, "text_en": "Hmm hmm hmm. Okay, got that.", "text_native": "Hmm hmm hmm. Okay, got that." }, { "ucid": "34972178964785042", "idx": 37, "speaker": "customer", "start_s": 188.3, "end_s": 189.5, "text_en": "Okay sir, what is your good name?", "text_native": "Okay sir, what is your good name?" }, { "ucid": "34972178964785042", "idx": 38, "speaker": "agent", "start_s": 189.8, "end_s": 191.8, "text_en": "Uh my name is Karthikeya. Karthikeya Chauhan.", "text_native": "Uh my name is Karthikeya. Karthikeya Chauhan." }, { "ucid": "34972178964785042", "idx": 39, "speaker": "customer", "start_s": 192.2, "end_s": 196.0, "text_en": "Karthikeya Chauhan. Last time also Chauhan ji had a conversation with me.", "text_native": "Karthikeya Chauhan. Last time also Chauhan ji had a conversation with me." }, { "ucid": "34972178964785042", "idx": 40, "speaker": "agent", "start_s": 196.5, "end_s": 196.8, "text_en": "With me?", "text_native": "With me?" }, { "ucid": "34972178964785042", "idx": 41, "speaker": "customer", "start_s": 197.5, "end_s": 199.0, "text_en": "Yeah, this name once I heard.", "text_native": "Yeah, this name once I heard." }, { "ucid": "34972178964785042", "idx": 42, "speaker": "agent", "start_s": 199.8, "end_s": 202.0, "text_en": "Hmm, sir, uh did you share any inquiry with me?", "text_native": "Hmm, sir, uh did you share any inquiry with me?" }, { "ucid": "34972178964785042", "idx": 43, "speaker": "customer", "start_s": 202.5, "end_s": 202.9, "text_en": "I hope.", "text_native": "I hope." }, { "ucid": "34972178964785042", "idx": 44, "speaker": "agent", "start_s": 203.5, "end_s": 206.8, "text_en": "Uh so because on our system your last inquiry is of November last year.", "text_native": "Uh so because on our system your last inquiry is of November last year." }, { "ucid": "34972178964785042", "idx": 45, "speaker": "customer", "start_s": 207.0, "end_s": 208.5, "text_en": "Just a minute. Karthikeyan, right?", "text_native": "Just a minute. Karthikeyan, right?" }, { "ucid": "34972178964785042", "idx": 46, "speaker": "agent", "start_s": 208.9, "end_s": 209.1, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "34972178964785042", "idx": 47, "speaker": "customer", "start_s": 209.5, "end_s": 215.0, "text_en": "Karthikeyan Chauhan. Yes, your email ID already having. I am going to reply you with the test email, okay?", "text_native": "Karthikeyan Chauhan. Yes, your email ID already having. I am going to reply you with the test email, okay?" }, { "ucid": "34972178964785042", "idx": 48, "speaker": "agent", "start_s": 215.2, "end_s": 215.8, "text_en": "Hmm hmm hmm.", "text_native": "Hmm hmm hmm." }, { "ucid": "34972178964785042", "idx": 49, "speaker": "customer", "start_s": 220.0, "end_s": 228.0, "text_en": "Just a minute. Test mail. Test mail I have sent you. Just check once. Your earlier number is 9004103165, is it correct?", "text_native": "Just a minute. Test mail. Test mail I have sent you. Just check once. Your earlier number is 9004103165, is it correct?" }, { "ucid": "34972178964785042", "idx": 50, "speaker": "agent", "start_s": 228.2, "end_s": 229.8, "text_en": "Yeah, that is my personal number, yeah.", "text_native": "Yeah, that is my personal number, yeah." }, { "ucid": "34972178964785042", "idx": 51, "speaker": "customer", "start_s": 230.5, "end_s": 230.8, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "34972178964785042", "idx": 52, "speaker": "agent", "start_s": 232.0, "end_s": 234.0, "text_en": "So, I think I sent you an email before.", "text_native": "So, I think I sent you an email before." }, { "ucid": "34972178964785042", "idx": 53, "speaker": "customer", "start_s": 234.2, "end_s": 248.0, "text_en": "For the email, however you want, what I required, that one, that style you have not sent. Whatever the item you are having regular stock, you have to reply us, send a mail. These items we are keeping regular stock. Whenever you require, within a day time we will ensure the delivery. You have to send such kind of email. Then only it will help you to grab the opportunity to supply directly.", "text_native": "For the email, however you want, what I required, that one, that style you have not sent. Whatever the item you are having regular stock, you have to reply us, send a mail. These items we are keeping regular stock. Whenever you require, within a day time we will ensure the delivery. You have to send such kind of email. Then only it will help you to grab the opportunity to supply directly." }, { "ucid": "34972178964785042", "idx": 54, "speaker": "agent", "start_s": 248.2, "end_s": 253.5, "text_en": "Okay, got that, got that. Okay, I'm, I'll share relevant details on your mail. Just connect with me whenever you have requirement, sir. Alright?", "text_native": "Okay, got that, got that. Okay, I'm, I'll share relevant details on your mail. Just connect with me whenever you have requirement, sir. Alright?" }, { "ucid": "34972178964785042", "idx": 55, "speaker": "customer", "start_s": 253.8, "end_s": 255.5, "text_en": "Okay Karthikeyan ji. Fine, thank you.", "text_native": "Okay Karthikeyan ji. Fine, thank you." }, { "ucid": "34972178964785042", "idx": 56, "speaker": "agent", "start_s": 256.0, "end_s": 256.3, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "34972178964785042", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, uh, JSW, good evening. Karthikeya this side from JSW One.", "comment": "Agent introduced himself and the company, and used the customer's company name; permission to speak was implicitly granted by the customer's immediate and detailed engagement." }, { "ucid": "34972178964785042", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a supply or price hook, instead opening directly by asking for a requirement." }, { "ucid": "34972178964785042", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "I am the manufacturer of the metal ceiling.", "comment": "The customer's lengthy complaint about past service prevented a structured discovery; only 2 of 6 key areas (product manufactured, payment terms) were covered." }, { "ucid": "34972178964785042", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, we do have, if you ask for any regular running item, we have it in stock all the time. Stocking won't be an issue.", "comment": "The agent pitched USPs (stock availability, delivery speed) that were directly relevant to the customer's primary complaint about poor delivery commitment." }, { "ucid": "34972178964785042", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I just wanted to know whether you have any MS steel requirement currently?", "comment": "Agent asked if a current requirement existed, and the customer confirmed they had none at the moment." }, { "ucid": "34972178964785042", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay, I'm, I'll share relevant details on your mail. Just connect with me whenever you have requirement, sir. Alright?", "comment": "Agent established a clear next step of sending an email with stock details, as requested by the customer, to enable future business." } ], "objections": [ { "ucid": "34972178964785042", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "from your team no one is ready to will and give certain commitment. Everybody is there talking, first we have to invest the money, then only whenever they are having material they want to sell.", "response": "I don't know who were you in contact with the last time. But like if you share any inquiries with me, I'll share rates with you. If possible right away." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)" ], "objection_phrases_list": [] }