{
  "ucid": "21112178824564771",
  "call_date": "2026-09-01",
  "start_time": "2026-09-01 12:24:07",
  "end_time": "2026-09-01 12:29:32",
  "duration_sec": 325,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5d2a1ec8a5b1cdd0dc9ed3aa8c7c9e4c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1317,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178824564771__DIA5d2a1ec8a5b1cdd0dc9ed3aa8c7c9e4c.mp3",
  "audio_bytes": 923832,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 307.944,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हॅलो)\n[2s] AGENT: Hello.   (हॅलो)\n[2s] CUSTOMER: Yes, hello sir, speak.   (हां नमस्कार सर बोलिए)\n[4s] AGENT: Hello sir, how are you sir? All good?   (नमस्कार सर क्या हाल चाल है सर बढ़िया सब?)\n[6s] CUSTOMER: Yes, yes, all good, all good.   (हां हां बढ़िया बढ़िया)\n[7s] AGENT: Sir, some inquiries of yours had come, was there any requirement for cement? I am speaking from JSW.   (सर आपका कुछ इंक्वायरी आई थी सीमेंट का कुछ रिक्वायरमेंट था क्या मैं JSW से बात कर रहा हूं)\n[11s] CUSTOMER: Hello?   (हॅलो)\n[12s] CUSTOMER: For cement... yes.   (सीमेंट का हां)\n[13s] AGENT: Yes, was there a requirement for cement, sir?   (जी सीमेंट का रिक्वायरमेंट था क्या सर?)\n[15s] CUSTOMER: Yes, there was for cement. It hasn't been finalized yet from their side.   (हां सीमेंट का था ना अभी अभी फाइनल नहीं हुआ है ना उनका सामने का)\n[17s] AGENT: Okay, okay. Now sir in steel, sir do you need anything in steel as well? In steel, in MS, HR, CR, do you have any such requirement?   (अच्छा अच्छा अभी सर स्टील में सर आपको स्टील में भी चाहिए क्या कुछ स्टील में MS में HR CR ऐसा कुछ रिक्वायरमेंट होता है क्या आपको?)\n[22s] CUSTOMER: Yes, I do. Where did you call from, sir?   (हां होता है ना कहां से कॉल किया आपने सर?)\n[24s] AGENT: I am from JSW Mumbai head office, Jindal Steel Mumbai.   (मैं JSW मुंबई हेड ऑफिस से जिंदल स्टील मुंबई)\n[26s] CUSTOMER: Yes, from JSW. Just this morning... in the morning I had replied to you, so for TMT bar, there is some inquiry for JSW.   (हां JSW का अभी सुबह मॉर्निंग में मैंने आपको रिप्लाई किया था तो TMT बार के लिए JSW के लिए कुछ इंक्वायरी है)\n[31s] AGENT: Okay, okay.   (अच्छा अच्छा)\n[32s] CUSTOMER: So I need a quotation for that from JSW, sir.   (तो उसका कोटेशन चाहिए JSW का सर)\n[33s] AGENT: For JSW, I'll tell you. Send me a rate. In that, for JSW, like I have now... I have two inquiries right now. One is for bitumen.   (JSW का मैं बताता हूं आपको मुझे एक रेट भेजिए ना उसमें JSW का जैसे मैंने अभी अभी मेरे पास दो इंक्वायरी है एक बिटुमिन की है)\n[38s] CUSTOMER: Hmm, for bitumen.   (हम्म बिटुमिन की)\n[39s] AGENT: And one for TMT bar from JSW. So in JSW... look, for the other party, hold for a minute.   (और एक TMT बार JSW की तो JSW में देखिए सामने वाली पार्टी को एक मिनट होल्ड कीजिए)\n[44s] CUSTOMER: Hmm.   (हम्म)\n[48s] AGENT: This party, you see...   (ये जो पार्टी है ना)\n[49s] CUSTOMER: Hmm hmm.   (हम्म हम्म)\n[51s] AGENT: Hello?   (हॅलो)\n[52s] CUSTOMER: Yes, hold for a minute. I'll tell you. The quantity, I'll tell you.   (हां एक मिनट होल्ड कीजिए मैं बताता हूं एक क्वांटिटी जो है बताता हूं मैं आपको)\n[54s] AGENT: Sir, please write down my number. Listen, hello.   (सर आप मेरा नंबर लिख लीजिए सुनिए हॅलो)\n[56s] CUSTOMER: Yes.   (हां)\n[56s] AGENT: Sir, write down my number, you can message me on that when the quantity is confirmed. 84   (सर मेरा नंबर लिख लीजिए आप उसपे आप मुझे मैसेज कर दीजिएगा जब क्वांटिटी कंफर्म होगा 84)\n[59s] CUSTOMER: Is this the company's number?   (ये कंपनी का नंबर है?)\n[60s] AGENT: Write 84.   (84 लिखिए)\n[61s] CUSTOMER: Now, yes. 84.   (अभी हां 84)\n[62s] AGENT: 16\n[63s] CUSTOMER: 16\n[64s] AGENT: 83\n[65s] CUSTOMER: 83\n[66s] AGENT: 9164.   (9164)\n[66s] CUSTOMER: 9164.   (9164)\n[67s] AGENT: Take my number, sir. Whatever your requirement is...   (ये मेरा नंबर ले लीजिए सर जो भी आपकी रिक्वायरमेंट है)\n[69s] CUSTOMER: Your name?   (नाम आपका?)\n[70s] AGENT: Abdul Ansari.   (अब्दुल अंसारी)\n[72s] CUSTOMER: No, I mean, like yours... this is a web CRM, right? So in this, you have given the facility to get a quotation. So I had replied, give me a quotation for 8 millimeter. So have you called me directly? I now have the quantity for one party, and for the second party, the quantity is, he said he will take 40 tons monthly.   (नहीं मतलब अभी जैसे आपका जैसे वेब CRM है ना ये तो इसमें आपने कोटेशन लेने की आपने फैसिलिटी देके रखी है तो मैंने रिप्लाई किया था आप मुझे 8 मिलीमीटर का कोटेशन दीजिए तो आपने मुझे डायरेक्ट फोन किया है क्या मेरे को अभी जैसे क्वांटिटी एक पार्टी का मेरे पास में अभी क्वांटिटी है और दूसरे पार्टी का क्वांटिटी जैसे वो उसने बोला 40 टन मैं मंथली लूंगा)\n[83s] CUSTOMER: So he needs JSW's, 8 millimeter, 10 millimeter, and 12 millimeter. And the other party needs from 8 to 20 millimeter.   (तो उसको JSW का चाहिए 8 मिलीमीटर 10 मिलीमीटर और 12 मिलीमीटर और दूसरे पार्टी को चाहिए 8 से लेके 20 मिलीमीटर तक)\n[89s] CUSTOMER: So sir TMT... I will now... for two parties... I will give you a reference, I am not confirming the quantity, not confirming the location. When you need it, then send me the quotation.   (तो सर TMT मैं अभी दो पार्टी को मैं आपको रेफरेंस दूंगा क्वांटिटी तो मैं कंफर्म नहीं कर रहा हूं लोकेशन कंफर्म नहीं कर रहा हूं आपको चाहिए तब मुझे कोटेशन सेंड करना)\n[94s] AGENT: No, actually what it is, sir, is that only when you send me the inquiry will I be able to give the quotation, sir. Like...   (नहीं एक्चुअली क्या है ना सर की आप मुझे इंक्वायरी भेजेंगे तभी ना मैं दे पाऊंगा सर कोटेशन जैसे की)\n[97s] CUSTOMER: So the inquiry is not going to be finalized in one day. For me...   (तो इंक्वायरी एक दिन में तो फाइनल होने वाली नहीं है मुझे जो है ना)\n[99s] AGENT: No, it's okay sir, no problem. Take my number, when it's finalized sir, then give me the inquiry, I will send you a proper quotation, okay?   (नहीं ठीक है सर कोई नहीं आप मेरा नंबर ले लीजिए जैसे फाइनल होगा सर तो आप मुझे इंक्वायरी दीजिए मैं आपको प्रॉपर कोटेशन भेज दूंगा ठीक है)\n[102s] CUSTOMER: No, sir, I don't have a requirement for a marketing person. You have MSME, I get regular emails from you. And if I have to work, then I will need a daily update. So if I keep getting the daily update according to the rate, then it will be finalized on that day, in the entry... then we will finalize it on that very day.   (नहीं मुझे सर मार्केटिंग पर्सन की रिक्वायरमेंट नहीं है आपके MSME है आपके यहां से रेगुलर ईमेल आता है और मुझे काम यदि करना है तो मुझे जो है डेली अपडेट लगेगा तो डेली अपडेट मुझे रेट के हिसाब से मुझे मिलता रहेगा तो उस दिन फाइनल हो जाएगा एंट्री में तो उसी दिन फाइनल करेंगे)\n[112s] AGENT: What you're saying is right, sir. I... I want to say this, we are also talking from the company, you understand? So when I... whenever you get an inquiry, you call me, I will give you the rate, sir, no issue. I have no problem in giving the rate, okay?   (बात आपकी सही है सर मैं मैं ये कहना चाहता हूं हम लोग भी कंपनी से बात कर रहे हैं समझ रहे हैं तो जब मैं एक जब भी आपको कुछ इंक्वायरी आता है आप मेरे को कॉल कीजिए मैं आपको रेट दे दूंगा सर कोई इशू नहीं मुझे रेट देने में दिक्कत नहीं है ठीक है)\n[119s] CUSTOMER: Do you want to do it even after the final inquiry comes?   (इंक्वायरी फाइनल आने के बाद भी करना है क्या आपको?)\n[121s] AGENT: No no, you talk, take the rate from us. I am not saying you finalize the inquiry. Take the rate, as you like it, then you tell me.   (नहीं नहीं आप बात कीजिए हमसे रेट लीजिए मैं ये नहीं कह रहा हूं आप इंक्वायरी फाइनल कीजिए रेट लीजिए जैसा आपको अच्छा लगे फिर आप मुझे बताइए)\n[125s] CUSTOMER: Look, your company is big. The expectation from you is that you people must be doing storage of JSW's or others'. Or else we will tell you that I need a quotation for 8 mm, so at least I should get the quotation immediately, right sir?   (अरे देखिए अभी आपकी कंपनी बड़ी है आपसे एक्सपेक्टेशन क्या है कि आप लोग स्टोरेज करते होंगे JSW का या दूसरे का या तो फिर हम बताएंगे मुझे 8 mm का जो कोटेशन चाहिए तो कम से कम मुझे कोटेशन इमीडिएट मिलना चाहिए ना सर)\n[131s] AGENT: Yes yes sir, you will get it, no problem. You take my number, as soon as it's final, I will give it, sir, no issue, okay?   (हां हां सर मिल जाएगा ना कोई दिक्कत नहीं आप मेरा नंबर ले लीजिए आपको जैसे ही फाइनल होता है मैं दे दूंगा सर कोई इशू नहीं ठीक है)\n[134s] CUSTOMER: So then, send me the rate for 8 millimeter of JSW... for 8, 10, 12.   (तो तो मुझे अभी 8 मिलीमीटर का JSW का 8 10 12 का भेज दीजिए रेट)\n[137s] AGENT: So how many tons do you need for the quantity?   (तो कितना टन चाहिए आपको क्वांटिटी?)\n[139s] CUSTOMER: I will contact.   (कांटेक्ट करूंगा)\n[140s] AGENT: JSW's prime material will work for you, right?   (JSW का प्राइम चलेगा ना आपको मटेरियल?)\n[142s] CUSTOMER: Yes.   (हां)\n[142s] AGENT: Okay. Sir, do this, you WhatsApp me, I will give you a... this approximate rate, roughly, okay?   (ठीक है आप सर ऐसा कीजिए आप मुझे WhatsApp कर दीजिए मैं आपको एक ये अंदाजा रेट दे दे रहा हूं मोटा मोटी ठीक है)\n[145s] CUSTOMER: Yes, on this number I will... I have already sent our company's details on mail, actually. So now on this WhatsApp, I will... give these details and company details, sir.   (हां ये ये नंबर पे मैं आपको हमारे कंपनी का डिटेल जो है एक्चुअली मेल पे कर चुका हूं तो अभी ये WhatsApp पे मैं ये डिटेल्स और कंपनी डिटेल्स दे देता हूं सर)\n[151s] AGENT: Yes sir, send it, send it, send it to me sir.   (जी सर भेजिए भेजिए मेरे को भेजिए सर)\n[152s] CUSTOMER: Okay, okay, thank you. Yes, we'll see, it's a routine inquiry anyway. If the final... rotation is set, then we will take it from you only.   (ओके ओके थैंक यू हां देखेंगे वैसे रूटीन इंक्वायरी रहती है फाइनल यदि रोटेशन सेट होता है तो आपसे ही लेंगे)\n[156s] AGENT: Yes sir, thank you.   (जी सर थैंक यू)\n[157s] CUSTOMER: Adjust the market rate a little.   (मार्केट रेट थोड़ा एडजस्ट कर दीजिए थोड़ा)\n[159s] AGENT: Okay, okay sir, thank you.   (ओके ठीक है सर शुक्रिया)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 63,
  "connected": 1,
  "audio_notes": "clear: The audio quality is good with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "63 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer asks for a price without firm details, you must ask discovery questions (end use, monthly volume) and revalidate all fields (especially location) to provide a specific, compelling quote, rather than just an 'approximate rate' later.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called about a cement inquiry, but the customer clarified he had submitted a request for JSW TMT bars (8-20mm). The customer, identified as a trader, requested a daily price list without committing to a specific quantity or location. The agent struggled to get firm details for a quote and ultimately asked the customer to WhatsApp the requirement to receive an 'approximate rate', which the customer agreed to do.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, some inquiries of yours had come, was there any requirement for cement?\", \"comment\": \"The agent correctly opened by referencing a platform inquiry, even though he initially mistook the product.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"So how many tons do you need for the quantity?\", \"comment\": \"The agent confirmed product and spec, and asked for quantity, but failed to ask for the delivery location or a required timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions to understand the customer's business, end application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price or a timeline to provide one, instead deflecting to WhatsApp for a vague 'approximate rate'.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"For JSW, I'll tell you. Send me a rate. In that, for JSW, like I have now...\", \"comment\": \"After the customer clarified the need for TMT, the agent focused on that product and did not try to pitch the wider portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price without firm details, you must ask discovery questions (end use, monthly volume) and revalidate all fields (especially location) to provide a specific, compelling quote, rather than just an 'approximate rate' later.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"why_call_used_app\", \"state\": \"mishandled\", \"evidence\": \"you have given the facility to get a quotation. So I had replied, give me a quotation for 8 millimeter. So have you called me directly?\", \"response\": \"\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"send me the rate for 8 millimeter of JSW... for 8, 10, 12.\", \"response\": \"you WhatsApp me, I will give you a... this approximate rate, roughly, okay?\"}], \"call_summary\": \"The agent called about a cement inquiry, but the customer clarified he had submitted a request for JSW TMT bars (8-20mm). The customer, identified as a trader, requested a daily price list without committing to a specific quantity or location. The agent struggled to get firm details for a quote and ultimately asked the customer to WhatsApp the requirement to receive an 'approximate rate', which the customer agreed to do.\"}",
  "error": null,
  "latency_ms": 48511,
  "input_tokens": 5458,
  "output_tokens": 906,
  "created_at": "2026-09-25 11:52:22",
  "sentiment": "positive",
  "sentiment_score": 0.167,
  "sentiment_confidence": "high",
  "pos": 14,
  "neg": 8,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.446,
  "agent_talk_sec": 62.6,
  "customer_talk_sec": 77.7,
  "dead_air_sec": 184.7,
  "longest_monologue_sec": 7.4,
  "agent_wpm": 359.4,
  "interruptions": 0,
  "agent_turns": 30,
  "customer_turns": 33,
  "discovery_qs": 14,
  "words_agent": 375,
  "words_customer": 441,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178824564771",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 1.01,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178824564771",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178824564771",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 3.7,
      "text_en": "Yes, hello sir, speak.",
      "text_native": "हां नमस्कार सर बोलिए"
    },
    {
      "ucid": "21112178824564771",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 5.5,
      "text_en": "Hello sir, how are you sir? All good?",
      "text_native": "नमस्कार सर क्या हाल चाल है सर बढ़िया सब?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.8,
      "text_en": "Yes, yes, all good, all good.",
      "text_native": "हां हां बढ़िया बढ़िया"
    },
    {
      "ucid": "21112178824564771",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 10.5,
      "text_en": "Sir, some inquiries of yours had come, was there any requirement for cement? I am speaking from JSW.",
      "text_native": "सर आपका कुछ इंक्वायरी आई थी सीमेंट का कुछ रिक्वायरमेंट था क्या मैं JSW से बात कर रहा हूं"
    },
    {
      "ucid": "21112178824564771",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.9,
      "end_s": 11.2,
      "text_en": "Hello?",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178824564771",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 13.2,
      "text_en": "For cement... yes.",
      "text_native": "सीमेंट का हां"
    },
    {
      "ucid": "21112178824564771",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 14.5,
      "text_en": "Yes, was there a requirement for cement, sir?",
      "text_native": "जी सीमेंट का रिक्वायरमेंट था क्या सर?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 17.2,
      "text_en": "Yes, there was for cement. It hasn't been finalized yet from their side.",
      "text_native": "हां सीमेंट का था ना अभी अभी फाइनल नहीं हुआ है ना उनका सामने का"
    },
    {
      "ucid": "21112178824564771",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 21.2,
      "text_en": "Okay, okay. Now sir in steel, sir do you need anything in steel as well? In steel, in MS, HR, CR, do you have any such requirement?",
      "text_native": "अच्छा अच्छा अभी सर स्टील में सर आपको स्टील में भी चाहिए क्या कुछ स्टील में MS में HR CR ऐसा कुछ रिक्वायरमेंट होता है क्या आपको?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 23.2,
      "text_en": "Yes, I do. Where did you call from, sir?",
      "text_native": "हां होता है ना कहां से कॉल किया आपने सर?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.5,
      "end_s": 25.5,
      "text_en": "I am from JSW Mumbai head office, Jindal Steel Mumbai.",
      "text_native": "मैं JSW मुंबई हेड ऑफिस से जिंदल स्टील मुंबई"
    },
    {
      "ucid": "21112178824564771",
      "idx": 13,
      "speaker": "customer",
      "start_s": 25.9,
      "end_s": 30.8,
      "text_en": "Yes, from JSW. Just this morning... in the morning I had replied to you, so for TMT bar, there is some inquiry for JSW.",
      "text_native": "हां JSW का अभी सुबह मॉर्निंग में मैंने आपको रिप्लाई किया था तो TMT बार के लिए JSW के लिए कुछ इंक्वायरी है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 14,
      "speaker": "agent",
      "start_s": 31.1,
      "end_s": 31.6,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा"
    },
    {
      "ucid": "21112178824564771",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.6,
      "end_s": 33.1,
      "text_en": "So I need a quotation for that from JSW, sir.",
      "text_native": "तो उसका कोटेशन चाहिए JSW का सर"
    },
    {
      "ucid": "21112178824564771",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 38.2,
      "text_en": "For JSW, I'll tell you. Send me a rate. In that, for JSW, like I have now... I have two inquiries right now. One is for bitumen.",
      "text_native": "JSW का मैं बताता हूं आपको मुझे एक रेट भेजिए ना उसमें JSW का जैसे मैंने अभी अभी मेरे पास दो इंक्वायरी है एक बिटुमिन की है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.4,
      "text_en": "Hmm, for bitumen.",
      "text_native": "हम्म बिटुमिन की"
    },
    {
      "ucid": "21112178824564771",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.4,
      "end_s": 43.8,
      "text_en": "And one for TMT bar from JSW. So in JSW... look, for the other party, hold for a minute.",
      "text_native": "और एक TMT बार JSW की तो JSW में देखिए सामने वाली पार्टी को एक मिनट होल्ड कीजिए"
    },
    {
      "ucid": "21112178824564771",
      "idx": 19,
      "speaker": "customer",
      "start_s": 44.2,
      "end_s": 44.5,
      "text_en": "Hmm.",
      "text_native": "हम्म"
    },
    {
      "ucid": "21112178824564771",
      "idx": 20,
      "speaker": "agent",
      "start_s": 48.0,
      "end_s": 49.0,
      "text_en": "This party, you see...",
      "text_native": "ये जो पार्टी है ना"
    },
    {
      "ucid": "21112178824564771",
      "idx": 21,
      "speaker": "customer",
      "start_s": 49.2,
      "end_s": 50.0,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म"
    },
    {
      "ucid": "21112178824564771",
      "idx": 22,
      "speaker": "agent",
      "start_s": 51.4,
      "end_s": 51.7,
      "text_en": "Hello?",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178824564771",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.1,
      "end_s": 54.5,
      "text_en": "Yes, hold for a minute. I'll tell you. The quantity, I'll tell you.",
      "text_native": "हां एक मिनट होल्ड कीजिए मैं बताता हूं एक क्वांटिटी जो है बताता हूं मैं आपको"
    },
    {
      "ucid": "21112178824564771",
      "idx": 24,
      "speaker": "agent",
      "start_s": 54.5,
      "end_s": 55.8,
      "text_en": "Sir, please write down my number. Listen, hello.",
      "text_native": "सर आप मेरा नंबर लिख लीजिए सुनिए हॅलो"
    },
    {
      "ucid": "21112178824564771",
      "idx": 25,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 56.3,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178824564771",
      "idx": 26,
      "speaker": "agent",
      "start_s": 56.3,
      "end_s": 59.2,
      "text_en": "Sir, write down my number, you can message me on that when the quantity is confirmed. 84",
      "text_native": "सर मेरा नंबर लिख लीजिए आप उसपे आप मुझे मैसेज कर दीजिएगा जब क्वांटिटी कंफर्म होगा 84"
    },
    {
      "ucid": "21112178824564771",
      "idx": 27,
      "speaker": "customer",
      "start_s": 59.2,
      "end_s": 59.9,
      "text_en": "Is this the company's number?",
      "text_native": "ये कंपनी का नंबर है?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 28,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 60.5,
      "text_en": "Write 84.",
      "text_native": "84 लिखिए"
    },
    {
      "ucid": "21112178824564771",
      "idx": 29,
      "speaker": "customer",
      "start_s": 61.0,
      "end_s": 62.1,
      "text_en": "Now, yes. 84.",
      "text_native": "अभी हां 84"
    },
    {
      "ucid": "21112178824564771",
      "idx": 30,
      "speaker": "agent",
      "start_s": 62.5,
      "end_s": 63.0,
      "text_en": "16",
      "text_native": "16"
    },
    {
      "ucid": "21112178824564771",
      "idx": 31,
      "speaker": "customer",
      "start_s": 63.2,
      "end_s": 63.6,
      "text_en": "16",
      "text_native": "16"
    },
    {
      "ucid": "21112178824564771",
      "idx": 32,
      "speaker": "agent",
      "start_s": 64.1,
      "end_s": 64.5,
      "text_en": "83",
      "text_native": "83"
    },
    {
      "ucid": "21112178824564771",
      "idx": 33,
      "speaker": "customer",
      "start_s": 64.7,
      "end_s": 65.1,
      "text_en": "83",
      "text_native": "83"
    },
    {
      "ucid": "21112178824564771",
      "idx": 34,
      "speaker": "agent",
      "start_s": 65.5,
      "end_s": 66.2,
      "text_en": "9164.",
      "text_native": "9164"
    },
    {
      "ucid": "21112178824564771",
      "idx": 35,
      "speaker": "customer",
      "start_s": 66.4,
      "end_s": 67.0,
      "text_en": "9164.",
      "text_native": "9164"
    },
    {
      "ucid": "21112178824564771",
      "idx": 36,
      "speaker": "agent",
      "start_s": 67.0,
      "end_s": 68.8,
      "text_en": "Take my number, sir. Whatever your requirement is...",
      "text_native": "ये मेरा नंबर ले लीजिए सर जो भी आपकी रिक्वायरमेंट है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 37,
      "speaker": "customer",
      "start_s": 68.8,
      "end_s": 69.4,
      "text_en": "Your name?",
      "text_native": "नाम आपका?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 38,
      "speaker": "agent",
      "start_s": 69.7,
      "end_s": 70.4,
      "text_en": "Abdul Ansari.",
      "text_native": "अब्दुल अंसारी"
    },
    {
      "ucid": "21112178824564771",
      "idx": 39,
      "speaker": "customer",
      "start_s": 72.2,
      "end_s": 83.0,
      "text_en": "No, I mean, like yours... this is a web CRM, right? So in this, you have given the facility to get a quotation. So I had replied, give me a quotation for 8 millimeter. So have you called me directly? I now have the quantity for one party, and for the second party, the quantity is, he said he will take 40 tons monthly.",
      "text_native": "नहीं मतलब अभी जैसे आपका जैसे वेब CRM है ना ये तो इसमें आपने कोटेशन लेने की आपने फैसिलिटी देके रखी है तो मैंने रिप्लाई किया था आप मुझे 8 मिलीमीटर का कोटेशन दीजिए तो आपने मुझे डायरेक्ट फोन किया है क्या मेरे को अभी जैसे क्वांटिटी एक पार्टी का मेरे पास में अभी क्वांटिटी है और दूसरे पार्टी का क्वांटिटी जैसे वो उसने बोला 40 टन मैं मंथली लूंगा"
    },
    {
      "ucid": "21112178824564771",
      "idx": 40,
      "speaker": "customer",
      "start_s": 83.4,
      "end_s": 88.8,
      "text_en": "So he needs JSW's, 8 millimeter, 10 millimeter, and 12 millimeter. And the other party needs from 8 to 20 millimeter.",
      "text_native": "तो उसको JSW का चाहिए 8 मिलीमीटर 10 मिलीमीटर और 12 मिलीमीटर और दूसरे पार्टी को चाहिए 8 से लेके 20 मिलीमीटर तक"
    },
    {
      "ucid": "21112178824564771",
      "idx": 41,
      "speaker": "customer",
      "start_s": 88.8,
      "end_s": 93.8,
      "text_en": "So sir TMT... I will now... for two parties... I will give you a reference, I am not confirming the quantity, not confirming the location. When you need it, then send me the quotation.",
      "text_native": "तो सर TMT मैं अभी दो पार्टी को मैं आपको रेफरेंस दूंगा क्वांटिटी तो मैं कंफर्म नहीं कर रहा हूं लोकेशन कंफर्म नहीं कर रहा हूं आपको चाहिए तब मुझे कोटेशन सेंड करना"
    },
    {
      "ucid": "21112178824564771",
      "idx": 42,
      "speaker": "agent",
      "start_s": 94.0,
      "end_s": 97.0,
      "text_en": "No, actually what it is, sir, is that only when you send me the inquiry will I be able to give the quotation, sir. Like...",
      "text_native": "नहीं एक्चुअली क्या है ना सर की आप मुझे इंक्वायरी भेजेंगे तभी ना मैं दे पाऊंगा सर कोटेशन जैसे की"
    },
    {
      "ucid": "21112178824564771",
      "idx": 43,
      "speaker": "customer",
      "start_s": 97.0,
      "end_s": 98.8,
      "text_en": "So the inquiry is not going to be finalized in one day. For me...",
      "text_native": "तो इंक्वायरी एक दिन में तो फाइनल होने वाली नहीं है मुझे जो है ना"
    },
    {
      "ucid": "21112178824564771",
      "idx": 44,
      "speaker": "agent",
      "start_s": 98.8,
      "end_s": 102.2,
      "text_en": "No, it's okay sir, no problem. Take my number, when it's finalized sir, then give me the inquiry, I will send you a proper quotation, okay?",
      "text_native": "नहीं ठीक है सर कोई नहीं आप मेरा नंबर ले लीजिए जैसे फाइनल होगा सर तो आप मुझे इंक्वायरी दीजिए मैं आपको प्रॉपर कोटेशन भेज दूंगा ठीक है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 45,
      "speaker": "customer",
      "start_s": 102.2,
      "end_s": 111.8,
      "text_en": "No, sir, I don't have a requirement for a marketing person. You have MSME, I get regular emails from you. And if I have to work, then I will need a daily update. So if I keep getting the daily update according to the rate, then it will be finalized on that day, in the entry... then we will finalize it on that very day.",
      "text_native": "नहीं मुझे सर मार्केटिंग पर्सन की रिक्वायरमेंट नहीं है आपके MSME है आपके यहां से रेगुलर ईमेल आता है और मुझे काम यदि करना है तो मुझे जो है डेली अपडेट लगेगा तो डेली अपडेट मुझे रेट के हिसाब से मुझे मिलता रहेगा तो उस दिन फाइनल हो जाएगा एंट्री में तो उसी दिन फाइनल करेंगे"
    },
    {
      "ucid": "21112178824564771",
      "idx": 46,
      "speaker": "agent",
      "start_s": 111.8,
      "end_s": 119.2,
      "text_en": "What you're saying is right, sir. I... I want to say this, we are also talking from the company, you understand? So when I... whenever you get an inquiry, you call me, I will give you the rate, sir, no issue. I have no problem in giving the rate, okay?",
      "text_native": "बात आपकी सही है सर मैं मैं ये कहना चाहता हूं हम लोग भी कंपनी से बात कर रहे हैं समझ रहे हैं तो जब मैं एक जब भी आपको कुछ इंक्वायरी आता है आप मेरे को कॉल कीजिए मैं आपको रेट दे दूंगा सर कोई इशू नहीं मुझे रेट देने में दिक्कत नहीं है ठीक है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 47,
      "speaker": "customer",
      "start_s": 119.2,
      "end_s": 120.8,
      "text_en": "Do you want to do it even after the final inquiry comes?",
      "text_native": "इंक्वायरी फाइनल आने के बाद भी करना है क्या आपको?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 48,
      "speaker": "agent",
      "start_s": 121.3,
      "end_s": 124.8,
      "text_en": "No no, you talk, take the rate from us. I am not saying you finalize the inquiry. Take the rate, as you like it, then you tell me.",
      "text_native": "नहीं नहीं आप बात कीजिए हमसे रेट लीजिए मैं ये नहीं कह रहा हूं आप इंक्वायरी फाइनल कीजिए रेट लीजिए जैसा आपको अच्छा लगे फिर आप मुझे बताइए"
    },
    {
      "ucid": "21112178824564771",
      "idx": 49,
      "speaker": "customer",
      "start_s": 124.8,
      "end_s": 130.8,
      "text_en": "Look, your company is big. The expectation from you is that you people must be doing storage of JSW's or others'. Or else we will tell you that I need a quotation for 8 mm, so at least I should get the quotation immediately, right sir?",
      "text_native": "अरे देखिए अभी आपकी कंपनी बड़ी है आपसे एक्सपेक्टेशन क्या है कि आप लोग स्टोरेज करते होंगे JSW का या दूसरे का या तो फिर हम बताएंगे मुझे 8 mm का जो कोटेशन चाहिए तो कम से कम मुझे कोटेशन इमीडिएट मिलना चाहिए ना सर"
    },
    {
      "ucid": "21112178824564771",
      "idx": 50,
      "speaker": "agent",
      "start_s": 131.0,
      "end_s": 134.5,
      "text_en": "Yes yes sir, you will get it, no problem. You take my number, as soon as it's final, I will give it, sir, no issue, okay?",
      "text_native": "हां हां सर मिल जाएगा ना कोई दिक्कत नहीं आप मेरा नंबर ले लीजिए आपको जैसे ही फाइनल होता है मैं दे दूंगा सर कोई इशू नहीं ठीक है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 51,
      "speaker": "customer",
      "start_s": 134.5,
      "end_s": 137.2,
      "text_en": "So then, send me the rate for 8 millimeter of JSW... for 8, 10, 12.",
      "text_native": "तो तो मुझे अभी 8 मिलीमीटर का JSW का 8 10 12 का भेज दीजिए रेट"
    },
    {
      "ucid": "21112178824564771",
      "idx": 52,
      "speaker": "agent",
      "start_s": 137.4,
      "end_s": 138.5,
      "text_en": "So how many tons do you need for the quantity?",
      "text_native": "तो कितना टन चाहिए आपको क्वांटिटी?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 53,
      "speaker": "customer",
      "start_s": 138.8,
      "end_s": 139.6,
      "text_en": "I will contact.",
      "text_native": "कांटेक्ट करूंगा"
    },
    {
      "ucid": "21112178824564771",
      "idx": 54,
      "speaker": "agent",
      "start_s": 139.8,
      "end_s": 141.2,
      "text_en": "JSW's prime material will work for you, right?",
      "text_native": "JSW का प्राइम चलेगा ना आपको मटेरियल?"
    },
    {
      "ucid": "21112178824564771",
      "idx": 55,
      "speaker": "customer",
      "start_s": 141.5,
      "end_s": 141.8,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178824564771",
      "idx": 56,
      "speaker": "agent",
      "start_s": 142.1,
      "end_s": 145.2,
      "text_en": "Okay. Sir, do this, you WhatsApp me, I will give you a... this approximate rate, roughly, okay?",
      "text_native": "ठीक है आप सर ऐसा कीजिए आप मुझे WhatsApp कर दीजिए मैं आपको एक ये अंदाजा रेट दे दे रहा हूं मोटा मोटी ठीक है"
    },
    {
      "ucid": "21112178824564771",
      "idx": 57,
      "speaker": "customer",
      "start_s": 145.2,
      "end_s": 151.0,
      "text_en": "Yes, on this number I will... I have already sent our company's details on mail, actually. So now on this WhatsApp, I will... give these details and company details, sir.",
      "text_native": "हां ये ये नंबर पे मैं आपको हमारे कंपनी का डिटेल जो है एक्चुअली मेल पे कर चुका हूं तो अभी ये WhatsApp पे मैं ये डिटेल्स और कंपनी डिटेल्स दे देता हूं सर"
    },
    {
      "ucid": "21112178824564771",
      "idx": 58,
      "speaker": "agent",
      "start_s": 151.2,
      "end_s": 152.5,
      "text_en": "Yes sir, send it, send it, send it to me sir.",
      "text_native": "जी सर भेजिए भेजिए मेरे को भेजिए सर"
    },
    {
      "ucid": "21112178824564771",
      "idx": 59,
      "speaker": "customer",
      "start_s": 152.5,
      "end_s": 156.5,
      "text_en": "Okay, okay, thank you. Yes, we'll see, it's a routine inquiry anyway. If the final... rotation is set, then we will take it from you only.",
      "text_native": "ओके ओके थैंक यू हां देखेंगे वैसे रूटीन इंक्वायरी रहती है फाइनल यदि रोटेशन सेट होता है तो आपसे ही लेंगे"
    },
    {
      "ucid": "21112178824564771",
      "idx": 60,
      "speaker": "agent",
      "start_s": 156.5,
      "end_s": 157.2,
      "text_en": "Yes sir, thank you.",
      "text_native": "जी सर थैंक यू"
    },
    {
      "ucid": "21112178824564771",
      "idx": 61,
      "speaker": "customer",
      "start_s": 157.2,
      "end_s": 158.8,
      "text_en": "Adjust the market rate a little.",
      "text_native": "मार्केट रेट थोड़ा एडजस्ट कर दीजिए थोड़ा"
    },
    {
      "ucid": "21112178824564771",
      "idx": 62,
      "speaker": "agent",
      "start_s": 158.8,
      "end_s": 159.8,
      "text_en": "Okay, okay sir, thank you.",
      "text_native": "ओके ठीक है सर शुक्रिया"
    }
  ],
  "steps": [
    {
      "ucid": "21112178824564771",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, some inquiries of yours had come, was there any requirement for cement?",
      "comment": "The agent correctly opened by referencing a platform inquiry, even though he initially mistook the product."
    },
    {
      "ucid": "21112178824564771",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 3,
      "evidence": "So how many tons do you need for the quantity?",
      "comment": "The agent confirmed product and spec, and asked for quantity, but failed to ask for the delivery location or a required timeline."
    },
    {
      "ucid": "21112178824564771",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the required discovery questions to understand the customer's business, end application, or procurement habits."
    },
    {
      "ucid": "21112178824564771",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a price or a timeline to provide one, instead deflecting to WhatsApp for a vague 'approximate rate'."
    },
    {
      "ucid": "21112178824564771",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "For JSW, I'll tell you. Send me a rate. In that, for JSW, like I have now...",
      "comment": "After the customer clarified the need for TMT, the agent focused on that product and did not try to pitch the wider portfolio."
    }
  ],
  "objections": [
    {
      "ucid": "21112178824564771",
      "obj_type": "why_call_used_app",
      "state": "mishandled",
      "evidence": "you have given the facility to get a quotation. So I had replied, give me a quotation for 8 millimeter. So have you called me directly?",
      "response": ""
    },
    {
      "ucid": "21112178824564771",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "send me the rate for 8 millimeter of JSW... for 8, 10, 12.",
      "response": "you WhatsApp me, I will give you a... this approximate rate, roughly, okay?"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}