{
  "ucid": "21112178841636031",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 11:49:20",
  "end_time": "2026-09-03 11:53:44",
  "duration_sec": 264,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAba27a2647de99c529fdf0afa2fc76f74.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1128,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178841636031__DIAba27a2647de99c529fdf0afa2fc76f74.mp3",
  "audio_bytes": 739368,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 246.456,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello   (हेलो)\n[3s] CUSTOMER: Hello   (हेलो)\n[3s] AGENT: Yes?\n[5s] AGENT: Uh sir good morning, Karthikeya this side from JSW One.   (अ सर गुड मॉर्निंग, कार्तिकेय दिस साइड फ्रॉम JSW One.)\n[7s] CUSTOMER: Yes yes, tell me.   (हां हां, बोलिए।)\n[8s] AGENT: Uh sir, you had registered SP Edifice on our platform, right?   (अ सर ये आपने एस पी एडिफिस एक रजिस्टर किया था हमारे प्लेटफार्म पे, right?)\n[11s] CUSTOMER: Yes, yes.   (हां हां।)\n[12s] AGENT: So in this, you have a requirement for steel, for raw material?   (तो इसमें आपको स्टील का रिक्वायरमेंट रहता है, रॉ मटेरियल का?)\n[14s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[15s] AGENT: What do you buy, sir? HR, CR, TMT?   (क्या खरीदते हो सर आप? HR, CR, TMT?)\n[17s] CUSTOMER: TMT bars.\n[18s] AGENT: Yes.   (हांजी।)\n[19s] AGENT: Okay. Is your work in construction?   (ओके। ये कंस्ट्रक्शन का काम है आपका?)\n[21s] CUSTOMER: We are government contractors.   (हम गवर्नमेंट कॉन्ट्रैक्टर हैं।)\n[22s] AGENT: Oh, you are a government contractor. Okay.   (अच्छा आप गवर्नमेंट कॉन्ट्रैक्टर हो। ओके।)\n[24s] CUSTOMER: So now sir, there is something at the end, right now there is a requirement of 250 tons but it's been three days since I spoke to your dealer, until now the company hasn't even given the rate yet.   (तो अभी सर कुछ है एट दी एंड, अभी ढाई सौ टन का रिक्वायरमेंट है पर आपके डीलर से तो बात करे हुए तीन दिन हो गए, अभी तक तो रेट कितने कंपनी ने रेट ही नहीं दिया है अभी तक।)\n[31s] AGENT: Oh, the rate hasn't come from the dealer yet?   (अच्छा डीलर से रेट नहीं आया अभी तक?)\n[32s] CUSTOMER: No.   (नहीं।)\n[33s] AGENT: Sir, do you have to take 250 tons in one lot or   (सर जी ढाई सौ टन एक लॉट में लेना है या)\n[35s] CUSTOMER: Right now I have it, sir, I keep buying. I bought 280 tons last month. So I keep buying. Your JSW One is approved on one of our sites. Rather, it's approved on two sites.   (अभी मैं है सर, लेता रहता हूं। अभी मैंने पिछले महीने दो सौ अस्सी टन लिया था। तो मैं खरीदता रहता हूं। हमारी एक साइट पे आपका JSW One अप्रूव्ड है। रादर दो साइटों पे अप्रूव्ड है।)\n[41s] AGENT: JSW One TMT.\n[43s] CUSTOMER: Yes.   (हां।)\n[44s] AGENT: Okay, otherwise you also take Neo steel, right?   (अच्छा, नहीं तो Neo स्टील भी लेते हो ना आप तो?)\n[45s] CUSTOMER: No, not Neo. Because JSW One and Neo are both different. Where One is approved, we don't take Neo, where Neo is approved, we don't take One.   (नहीं Neo नहीं। Neo क्योंकि JSW One और Neo दोनों अलग-अलग है। जहां पे One अप्रूव्ड है वहां Neo नहीं लेते, जहां Neo अप्रूव्ड है वहां One नहीं लेते।)\n[50s] AGENT: Yes. This Neo is a premium segment, isn't it, a bit. It will be three-four rupees higher than One.   (हां। ये Neo तो चलो प्रीमियम सेगमेंट है ना थोड़ा। तीन चार रुपए ऊपर ही होगा One से।)\n[54s] CUSTOMER: It's also expensive. Correct. Correct.   (महंगा भी होता है। करेक्ट है। करेक्ट है।)\n[55s] AGENT: Yes.   (हांजी।)\n[56s] AGENT: Okay. So now your rate for One, we actually deliver One directly to the site.   (ठीक है। तो अभी आपका One का रेट, One तो हम मतलब डायरेक्ट साइट पे ही देते हैं वैसे।)\n[60s] CUSTOMER: So it goes directly to my site, right?   (तो मेरे डायरेक्ट साइट पे ही जाता है ना वो।)\n[61s] AGENT: No, I will give it to you. That's why I was saying, maybe that's why the rate is not coming from the distributor. Anyway, you just once give me   (नहीं, आपको तो मैं दे दूंगा। इसलिए बोल रहा था शायद डिस्ट्रीब्यूटर से रेट इसलिए नहीं आ रहा हो। चलो आप ना एक बारी मुझे)\n[64s] CUSTOMER: No, I have, I have bought at least 3000 tons.   (नहीं मैं है, कम से कम तीन हजार टन खरीद चुका हूं।)\n[66s] AGENT: Oh, you have bought.   (अच्छा खरीद चुके हो।)\n[66s] CUSTOMER: It definitely comes from the distributor dealer. Your direct delivery, I mean it's loaded from the plant and delivered directly.   (डिस्ट्रीब्यूटर डीलर से बिल्कुल आता है। डायरेक्ट डिलीवरी आपकी, आपको मतलब लोडिंग प्लांट से होती है और डायरेक्ट डिलीवर होता है।)\n[70s] AGENT: Okay.   (अच्छा।)\n[70s] AGENT: Okay. So right now the requirement is for One, not for Neo?   (ठीक है। तो अभी One का रिक्वायरमेंट, Neo का नहीं है?)\n[72s] CUSTOMER: Yes. No, not for Neo right now.   (हां। नहीं अभी Neo का नहीं है।)\n[74s] AGENT: Okay. Anyway, for One, you share with me once the diameter-wise and quantity.   (ओके। चलो One का आप ना मुझे एक बारी शेयर करो डायमीटर वाइज और क्वांटिटी।)\n[77s] CUSTOMER: Where are you calling from?   (आप कहां से बोल रहे हो?)\n[78s] AGENT: I am speaking from the Mumbai office.   (मैं तो मुंबई ऑफिस से बात कर रहा हूं।)\n[79s] CUSTOMER: You are speaking from the Mumbai office.   (आप मुंबई ऑफिस से बोल रहे हो।)\n[80s] CUSTOMER: So you give direct delivery? I mean you deal directly with the customer? In that, many distributors tell us a lot, they trouble us a lot when a customer buys directly. They say you neither have contacts in dispatch nor anywhere else. They say the payment will go, but the material won't even be dispatched. You will keep wandering for one day, two days, four days.   (तो आप डायरेक्ट डिलीवर देते हो? मतलब डायरेक्ट डील करते हो कस्टमर के साथ में? उसमें बड़े सारे डिस्ट्रीब्यूटर हमें बड़ा बत कहते हैं, बड़ा परेशान करते हैं जब डायरेक्ट कस्टमर खरीदता है। बोले आपकी ना तो डिस्पैच में जान पहचान है ना कहीं और है। बोले पेमेंट चला जाएगा, माल निकलेगा ही नहीं। एक दिन, दो दिन, चार दिन तक आप भटकते रहोगे।)\n[88s] CUSTOMER: So these are the words given by the distributor or dealer.\n[90s] AGENT: They will definitely say that. Because we are taking their business. They will say that.   (वो तो बोलेंगे ही। कि हम तो उनका धंधा ही ले रहे हैं। वो तो बोलेंगे।)\n[93s] CUSTOMER: So then what is your process?   (तो फिर क्या प्रोसेस क्या रहता है आप लोगों का?)\n[94s] AGENT: JSW One\n[95s] CUSTOMER: Yes. No, you tell me about both Neo and One, no problem. Tell me about both. What is your process?   (हां। नहीं, आप Neo One दोनों बताओ आप, नो प्रॉब्लम। आप दोनों का बताओ। क्या प्रोसेस होता है आपका?)\n[98s] AGENT: The process is just this, sir, you place the order. Right now we have the material, TMT is usually in stock. But if you need 250 tons at once, you will get it from the plant, right?   (प्रोसेस तो सर यही है आप ऑर्डर दो। अभी हमारे पास में मटेरियल TMT तो चलो स्टॉक में रहता है। पर अब ढाई सौ टन एक बारी में चाहिए तो वो प्लांट से ही मिलेगा, है ना?)\n[104s] CUSTOMER: Yes.   (हां।)\n[105s] AGENT: So we already have these sizes manufactured. When an order comes, we deliver accordingly. From the plant, it will take a week or ten days. If you need a small quantity like 20, 40, 50, 100 tons, then I can give it from Delhi or from there locally, so   (तो अपने तो ये साइजेस मैन्युफैक्चर्ड रहते ही हैं। ऑर्डर आता है उस हिसाब से डिलीवर कर देते हैं। प्लांट से ये है कि हफ्ता दस दिन लगेगा। कम क्वांटिटी में अगर बीस, चालीस, पचास, सौ टन चाहिए, तो मैं दिल्ली से या वहीं से दे रहा हूं लोकली, तो)\n[112s] CUSTOMER: Okay, so you are speaking from the company itself, right? Meaning you are speaking from the company's main office in Bombay. Okay.   (ओके, तो आप कंपनी से ही बोल रहे हैं, right? मतलब आप कंपनी के मेन ऑफिस से ही बोल रहे हैं बॉम्बे में। ओके।)\n[116s] AGENT: Yeah, yeah.\n[116s] CUSTOMER: Okay.   (ओके।)\n[117s] CUSTOMER: Okay, so you handle sales? I mean, what do you handle?   (ठीक है, तो आप सेल्स देखते हैं? मतलब आप क्या देखते हैं?)\n[120s] AGENT: Yes, I handle sales only, sir.   (हां, सेल्स ही देखता हूं सर।)\n[121s] CUSTOMER: You handle sales.   (आप सेल्स देखते हैं।)\n[122s] AGENT: Yes. Taking the order from the customer, then   (हांजी। कस्टमर से ऑर्डर लेके, फिर)\n[124s] CUSTOMER: Okay. Fine enough. So, uh, how should we do this? I need material in Bombay, I also need it in Cuttack. I also need one truck of Neo in Bombay. I will give you an update, you give me the price, okay?   (ठीक है। फाइन इनफ। तो, अ, कैसे करें? मेरेको बॉम्बे में भी चाहिए मटेरियल, कटक में भी चाहिए। Neo की एक गाड़ी बॉम्बे में भी चाहिए। मैं आपको अपडेट देता हूं, मेरेको आप प्राइस दीजिए, ठीक है?)\n[131s] AGENT: Yes, sure, sure, sure.   (हां, श्योर, श्योर, श्योर।)\n[132s] AGENT: So wherever you need it, just let me know. Ours is pan-India.   (तो कहीं भी चाहिए हो बता देना आपको। अपना तो पैन इंडिया ही है।)\n[134s] CUSTOMER: Okay.   (ठीक है।)\n[135s] AGENT: Okay, okay. I will add you on WhatsApp. You save my number. Drop the requirement here itself.   (ठीक है, ठीक है। मैं आपको WhatsApp पे ऐड करके रखता हूं। नंबर सेव कर लो आप मेरा। इधर ही रिक्वायरमेंट ड्रॉप कर देना।)\n[138s] CUSTOMER: Okay, okay.   (ओके, ओके।)\n[139s] AGENT: Okay sir. Thank you.   (ओके सर। थैंक यू।)\n[140s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 65,
  "connected": 1,
  "audio_notes": "clear: There is some minor line noise, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "65 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": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.5,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When the customer asked 'what is your process?', that was the perfect moment to pitch the platform's specific benefits (transparent pricing, test certificates, stock visibility) instead of a generic answer about delivery.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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": "not_in_stockyard",
  "supply_details": "Agent stated that a large 250-ton order would need to be dispatched from the plant, with a lead time of a week to ten days, as it's not a stockyard quantity.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a large government contractor and existing JSW user, expressed frustration with their dealer not providing a price for a 250-ton TMT requirement. The agent successfully positioned JSW One as a direct supply alternative, addressed the customer's concerns about bypassing dealers, and arranged to receive the requirement details via WhatsApp. The call ended with a clear next action for the customer, but no firm follow-up date was set by the agent.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir good morning, Karthikeya this side from JSW One. Uh sir, you had registered SP Edifice on our platform, right?\", \"comment\": \"The agent gave a warm opening and immediately contextualized the call by referencing the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"full\", \"questions_hit\": 4, \"evidence\": \"you had registered SP Edifice on our platform, right?... I need material in Bombay, I also need it in Cuttack... I will add you on WhatsApp. You save my number.\", \"comment\": \"Agent confirmed company name, customer volunteered procurement cities and their role as the buyer, and agent established a contact method via WhatsApp, hitting all 4 points.\"}, {\"step_id\": \"NR3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Is your work in construction? ... We are government contractors... right now there is a requirement of 250 tons... I have bought at least 3000 tons.\", \"comment\": \"Agent identified business type, and the customer volunteered their monthly tonnage, current JSW buying history, and barriers to direct purchase, hitting 4 of 8 discovery points.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"evidence\": \"The process is just this, sir, you place the order. Right now we have the material, TMT is usually in stock.\", \"comment\": \"When the customer explicitly asked for the process, the agent gave a generic answer and did not explain the key platform value propositions like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"evidence\": \"right now there is a requirement of 250 tons... you share with me once the diameter-wise and quantity.\", \"comment\": \"The customer stated a clear, large requirement (250 tons) and the agent correctly asked for the detailed specifications to prepare a quote.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"evidence\": \"I will add you on WhatsApp. You save my number. Drop the requirement here itself.\", \"comment\": \"The call ended without a specific callback date, a quote being sent, or a walkthrough being scheduled; it relied on the customer to take the next step without a timeline.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When the customer asked 'what is your process?', that was the perfect moment to pitch the platform's specific benefits (transparent pricing, test certificates, stock visibility) instead of a generic answer about delivery.\", \"segment_detected\": \"construction\", \"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\": \"not_in_stockyard\", \"supply_details\": \"Agent stated that a large 250-ton order would need to be dispatched from the plant, with a lead time of a week to ten days, as it's not a stockyard quantity.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"many distributors tell us a lot, they trouble us a lot when a customer buys directly. They say you neither have contacts in dispatch nor anywhere else. They say the payment will go, but the material won't even be dispatched.\", \"response\": \"They will definitely say that. Because we are taking their business. They will say that.\"}], \"call_summary\": \"The customer, a large government contractor and existing JSW user, expressed frustration with their dealer not providing a price for a 250-ton TMT requirement. The agent successfully positioned JSW One as a direct supply alternative, addressed the customer's concerns about bypassing dealers, and arranged to receive the requirement details via WhatsApp. The call ended with a clear next action for the customer, but no firm follow-up date was set by the agent.\"}",
  "error": null,
  "latency_ms": 39439,
  "input_tokens": 5258,
  "output_tokens": 1087,
  "created_at": "2026-09-25 11:43:28",
  "sentiment": "neutral",
  "sentiment_score": -0.053,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 14,
  "lex_hits": 33,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.503,
  "agent_talk_sec": 66.6,
  "customer_talk_sec": 65.8,
  "dead_air_sec": 131.6,
  "longest_monologue_sec": 7.4,
  "agent_wpm": 314.4,
  "interruptions": 0,
  "agent_turns": 33,
  "customer_turns": 32,
  "discovery_qs": 10,
  "words_agent": 349,
  "words_customer": 369,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178841636031",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 1.01,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841636031",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.23,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841636031",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.79,
      "end_s": 3.2,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841636031",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 3.8,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.53,
      "end_s": 7.01,
      "text_en": "Uh sir good morning, Karthikeya this side from JSW One.",
      "text_native": "अ सर गुड मॉर्निंग, कार्तिकेय दिस साइड फ्रॉम JSW One."
    },
    {
      "ucid": "21112178841636031",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.23,
      "end_s": 7.98,
      "text_en": "Yes yes, tell me.",
      "text_native": "हां हां, बोलिए।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.28,
      "end_s": 11.0,
      "text_en": "Uh sir, you had registered SP Edifice on our platform, right?",
      "text_native": "अ सर ये आपने एस पी एडिफिस एक रजिस्टर किया था हमारे प्लेटफार्म पे, right?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.17,
      "end_s": 11.57,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.6,
      "end_s": 14.2,
      "text_en": "So in this, you have a requirement for steel, for raw material?",
      "text_native": "तो इसमें आपको स्टील का रिक्वायरमेंट रहता है, रॉ मटेरियल का?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 15.1,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.4,
      "end_s": 16.9,
      "text_en": "What do you buy, sir? HR, CR, TMT?",
      "text_native": "क्या खरीदते हो सर आप? HR, CR, TMT?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 17.8,
      "text_en": "TMT bars.",
      "text_native": "TMT bars."
    },
    {
      "ucid": "21112178841636031",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 18.5,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.7,
      "end_s": 20.5,
      "text_en": "Okay. Is your work in construction?",
      "text_native": "ओके। ये कंस्ट्रक्शन का काम है आपका?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 14,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 22.1,
      "text_en": "We are government contractors.",
      "text_native": "हम गवर्नमेंट कॉन्ट्रैक्टर हैं।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 24.0,
      "text_en": "Oh, you are a government contractor. Okay.",
      "text_native": "अच्छा आप गवर्नमेंट कॉन्ट्रैक्टर हो। ओके।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.3,
      "end_s": 31.0,
      "text_en": "So now sir, there is something at the end, right now there is a requirement of 250 tons but it's been three days since I spoke to your dealer, until now the company hasn't even given the rate yet.",
      "text_native": "तो अभी सर कुछ है एट दी एंड, अभी ढाई सौ टन का रिक्वायरमेंट है पर आपके डीलर से तो बात करे हुए तीन दिन हो गए, अभी तक तो रेट कितने कंपनी ने रेट ही नहीं दिया है अभी तक।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.1,
      "end_s": 32.3,
      "text_en": "Oh, the rate hasn't come from the dealer yet?",
      "text_native": "अच्छा डीलर से रेट नहीं आया अभी तक?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 18,
      "speaker": "customer",
      "start_s": 32.5,
      "end_s": 32.9,
      "text_en": "No.",
      "text_native": "नहीं।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.3,
      "end_s": 35.0,
      "text_en": "Sir, do you have to take 250 tons in one lot or",
      "text_native": "सर जी ढाई सौ टन एक लॉट में लेना है या"
    },
    {
      "ucid": "21112178841636031",
      "idx": 20,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 41.2,
      "text_en": "Right now I have it, sir, I keep buying. I bought 280 tons last month. So I keep buying. Your JSW One is approved on one of our sites. Rather, it's approved on two sites.",
      "text_native": "अभी मैं है सर, लेता रहता हूं। अभी मैंने पिछले महीने दो सौ अस्सी टन लिया था। तो मैं खरीदता रहता हूं। हमारी एक साइट पे आपका JSW One अप्रूव्ड है। रादर दो साइटों पे अप्रूव्ड है।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 21,
      "speaker": "agent",
      "start_s": 41.4,
      "end_s": 42.6,
      "text_en": "JSW One TMT.",
      "text_native": "JSW One TMT."
    },
    {
      "ucid": "21112178841636031",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.9,
      "end_s": 43.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 23,
      "speaker": "agent",
      "start_s": 43.5,
      "end_s": 45.1,
      "text_en": "Okay, otherwise you also take Neo steel, right?",
      "text_native": "अच्छा, नहीं तो Neo स्टील भी लेते हो ना आप तो?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 24,
      "speaker": "customer",
      "start_s": 45.2,
      "end_s": 50.1,
      "text_en": "No, not Neo. Because JSW One and Neo are both different. Where One is approved, we don't take Neo, where Neo is approved, we don't take One.",
      "text_native": "नहीं Neo नहीं। Neo क्योंकि JSW One और Neo दोनों अलग-अलग है। जहां पे One अप्रूव्ड है वहां Neo नहीं लेते, जहां Neo अप्रूव्ड है वहां One नहीं लेते।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 25,
      "speaker": "agent",
      "start_s": 50.3,
      "end_s": 53.6,
      "text_en": "Yes. This Neo is a premium segment, isn't it, a bit. It will be three-four rupees higher than One.",
      "text_native": "हां। ये Neo तो चलो प्रीमियम सेगमेंट है ना थोड़ा। तीन चार रुपए ऊपर ही होगा One से।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 26,
      "speaker": "customer",
      "start_s": 53.6,
      "end_s": 55.0,
      "text_en": "It's also expensive. Correct. Correct.",
      "text_native": "महंगा भी होता है। करेक्ट है। करेक्ट है।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 27,
      "speaker": "agent",
      "start_s": 55.2,
      "end_s": 55.5,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 28,
      "speaker": "agent",
      "start_s": 55.9,
      "end_s": 59.5,
      "text_en": "Okay. So now your rate for One, we actually deliver One directly to the site.",
      "text_native": "ठीक है। तो अभी आपका One का रेट, One तो हम मतलब डायरेक्ट साइट पे ही देते हैं वैसे।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 29,
      "speaker": "customer",
      "start_s": 59.6,
      "end_s": 60.6,
      "text_en": "So it goes directly to my site, right?",
      "text_native": "तो मेरे डायरेक्ट साइट पे ही जाता है ना वो।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 30,
      "speaker": "agent",
      "start_s": 60.6,
      "end_s": 64.1,
      "text_en": "No, I will give it to you. That's why I was saying, maybe that's why the rate is not coming from the distributor. Anyway, you just once give me",
      "text_native": "नहीं, आपको तो मैं दे दूंगा। इसलिए बोल रहा था शायद डिस्ट्रीब्यूटर से रेट इसलिए नहीं आ रहा हो। चलो आप ना एक बारी मुझे"
    },
    {
      "ucid": "21112178841636031",
      "idx": 31,
      "speaker": "customer",
      "start_s": 64.1,
      "end_s": 65.6,
      "text_en": "No, I have, I have bought at least 3000 tons.",
      "text_native": "नहीं मैं है, कम से कम तीन हजार टन खरीद चुका हूं।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 32,
      "speaker": "agent",
      "start_s": 65.6,
      "end_s": 66.4,
      "text_en": "Oh, you have bought.",
      "text_native": "अच्छा खरीद चुके हो।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 33,
      "speaker": "customer",
      "start_s": 66.4,
      "end_s": 69.5,
      "text_en": "It definitely comes from the distributor dealer. Your direct delivery, I mean it's loaded from the plant and delivered directly.",
      "text_native": "डिस्ट्रीब्यूटर डीलर से बिल्कुल आता है। डायरेक्ट डिलीवरी आपकी, आपको मतलब लोडिंग प्लांट से होती है और डायरेक्ट डिलीवर होता है।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 34,
      "speaker": "agent",
      "start_s": 69.5,
      "end_s": 69.9,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 35,
      "speaker": "agent",
      "start_s": 70.5,
      "end_s": 72.4,
      "text_en": "Okay. So right now the requirement is for One, not for Neo?",
      "text_native": "ठीक है। तो अभी One का रिक्वायरमेंट, Neo का नहीं है?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 36,
      "speaker": "customer",
      "start_s": 72.4,
      "end_s": 73.6,
      "text_en": "Yes. No, not for Neo right now.",
      "text_native": "हां। नहीं अभी Neo का नहीं है।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 37,
      "speaker": "agent",
      "start_s": 73.6,
      "end_s": 76.6,
      "text_en": "Okay. Anyway, for One, you share with me once the diameter-wise and quantity.",
      "text_native": "ओके। चलो One का आप ना मुझे एक बारी शेयर करो डायमीटर वाइज और क्वांटिटी।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 38,
      "speaker": "customer",
      "start_s": 76.6,
      "end_s": 77.6,
      "text_en": "Where are you calling from?",
      "text_native": "आप कहां से बोल रहे हो?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 39,
      "speaker": "agent",
      "start_s": 77.6,
      "end_s": 79.1,
      "text_en": "I am speaking from the Mumbai office.",
      "text_native": "मैं तो मुंबई ऑफिस से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 40,
      "speaker": "customer",
      "start_s": 79.1,
      "end_s": 80.1,
      "text_en": "You are speaking from the Mumbai office.",
      "text_native": "आप मुंबई ऑफिस से बोल रहे हो।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 41,
      "speaker": "customer",
      "start_s": 80.1,
      "end_s": 88.1,
      "text_en": "So you give direct delivery? I mean you deal directly with the customer? In that, many distributors tell us a lot, they trouble us a lot when a customer buys directly. They say you neither have contacts in dispatch nor anywhere else. They say the payment will go, but the material won't even be dispatched. You will keep wandering for one day, two days, four days.",
      "text_native": "तो आप डायरेक्ट डिलीवर देते हो? मतलब डायरेक्ट डील करते हो कस्टमर के साथ में? उसमें बड़े सारे डिस्ट्रीब्यूटर हमें बड़ा बत कहते हैं, बड़ा परेशान करते हैं जब डायरेक्ट कस्टमर खरीदता है। बोले आपकी ना तो डिस्पैच में जान पहचान है ना कहीं और है। बोले पेमेंट चला जाएगा, माल निकलेगा ही नहीं। एक दिन, दो दिन, चार दिन तक आप भटकते रहोगे।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 42,
      "speaker": "customer",
      "start_s": 88.1,
      "end_s": 90.1,
      "text_en": "So these are the words given by the distributor or dealer.",
      "text_native": "So these are the words given by the distributor or dealer."
    },
    {
      "ucid": "21112178841636031",
      "idx": 43,
      "speaker": "agent",
      "start_s": 90.1,
      "end_s": 93.1,
      "text_en": "They will definitely say that. Because we are taking their business. They will say that.",
      "text_native": "वो तो बोलेंगे ही। कि हम तो उनका धंधा ही ले रहे हैं। वो तो बोलेंगे।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 44,
      "speaker": "customer",
      "start_s": 93.1,
      "end_s": 94.2,
      "text_en": "So then what is your process?",
      "text_native": "तो फिर क्या प्रोसेस क्या रहता है आप लोगों का?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 45,
      "speaker": "agent",
      "start_s": 94.2,
      "end_s": 94.9,
      "text_en": "JSW One",
      "text_native": "JSW One"
    },
    {
      "ucid": "21112178841636031",
      "idx": 46,
      "speaker": "customer",
      "start_s": 95.0,
      "end_s": 97.7,
      "text_en": "Yes. No, you tell me about both Neo and One, no problem. Tell me about both. What is your process?",
      "text_native": "हां। नहीं, आप Neo One दोनों बताओ आप, नो प्रॉब्लम। आप दोनों का बताओ। क्या प्रोसेस होता है आपका?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 47,
      "speaker": "agent",
      "start_s": 97.7,
      "end_s": 104.0,
      "text_en": "The process is just this, sir, you place the order. Right now we have the material, TMT is usually in stock. But if you need 250 tons at once, you will get it from the plant, right?",
      "text_native": "प्रोसेस तो सर यही है आप ऑर्डर दो। अभी हमारे पास में मटेरियल TMT तो चलो स्टॉक में रहता है। पर अब ढाई सौ टन एक बारी में चाहिए तो वो प्लांट से ही मिलेगा, है ना?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 48,
      "speaker": "customer",
      "start_s": 104.0,
      "end_s": 104.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 49,
      "speaker": "agent",
      "start_s": 104.6,
      "end_s": 112.0,
      "text_en": "So we already have these sizes manufactured. When an order comes, we deliver accordingly. From the plant, it will take a week or ten days. If you need a small quantity like 20, 40, 50, 100 tons, then I can give it from Delhi or from there locally, so",
      "text_native": "तो अपने तो ये साइजेस मैन्युफैक्चर्ड रहते ही हैं। ऑर्डर आता है उस हिसाब से डिलीवर कर देते हैं। प्लांट से ये है कि हफ्ता दस दिन लगेगा। कम क्वांटिटी में अगर बीस, चालीस, पचास, सौ टन चाहिए, तो मैं दिल्ली से या वहीं से दे रहा हूं लोकली, तो"
    },
    {
      "ucid": "21112178841636031",
      "idx": 50,
      "speaker": "customer",
      "start_s": 112.3,
      "end_s": 115.6,
      "text_en": "Okay, so you are speaking from the company itself, right? Meaning you are speaking from the company's main office in Bombay. Okay.",
      "text_native": "ओके, तो आप कंपनी से ही बोल रहे हैं, right? मतलब आप कंपनी के मेन ऑफिस से ही बोल रहे हैं बॉम्बे में। ओके।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 51,
      "speaker": "agent",
      "start_s": 115.6,
      "end_s": 116.4,
      "text_en": "Yeah, yeah.",
      "text_native": "Yeah, yeah."
    },
    {
      "ucid": "21112178841636031",
      "idx": 52,
      "speaker": "customer",
      "start_s": 116.5,
      "end_s": 117.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 53,
      "speaker": "customer",
      "start_s": 117.2,
      "end_s": 120.0,
      "text_en": "Okay, so you handle sales? I mean, what do you handle?",
      "text_native": "ठीक है, तो आप सेल्स देखते हैं? मतलब आप क्या देखते हैं?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 54,
      "speaker": "agent",
      "start_s": 120.0,
      "end_s": 121.0,
      "text_en": "Yes, I handle sales only, sir.",
      "text_native": "हां, सेल्स ही देखता हूं सर।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 55,
      "speaker": "customer",
      "start_s": 121.1,
      "end_s": 121.9,
      "text_en": "You handle sales.",
      "text_native": "आप सेल्स देखते हैं।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 56,
      "speaker": "agent",
      "start_s": 122.1,
      "end_s": 124.0,
      "text_en": "Yes. Taking the order from the customer, then",
      "text_native": "हांजी। कस्टमर से ऑर्डर लेके, फिर"
    },
    {
      "ucid": "21112178841636031",
      "idx": 57,
      "speaker": "customer",
      "start_s": 124.0,
      "end_s": 131.0,
      "text_en": "Okay. Fine enough. So, uh, how should we do this? I need material in Bombay, I also need it in Cuttack. I also need one truck of Neo in Bombay. I will give you an update, you give me the price, okay?",
      "text_native": "ठीक है। फाइन इनफ। तो, अ, कैसे करें? मेरेको बॉम्बे में भी चाहिए मटेरियल, कटक में भी चाहिए। Neo की एक गाड़ी बॉम्बे में भी चाहिए। मैं आपको अपडेट देता हूं, मेरेको आप प्राइस दीजिए, ठीक है?"
    },
    {
      "ucid": "21112178841636031",
      "idx": 58,
      "speaker": "agent",
      "start_s": 131.0,
      "end_s": 131.6,
      "text_en": "Yes, sure, sure, sure.",
      "text_native": "हां, श्योर, श्योर, श्योर।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 59,
      "speaker": "agent",
      "start_s": 131.8,
      "end_s": 134.1,
      "text_en": "So wherever you need it, just let me know. Ours is pan-India.",
      "text_native": "तो कहीं भी चाहिए हो बता देना आपको। अपना तो पैन इंडिया ही है।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 60,
      "speaker": "customer",
      "start_s": 134.1,
      "end_s": 134.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 61,
      "speaker": "agent",
      "start_s": 134.6,
      "end_s": 138.1,
      "text_en": "Okay, okay. I will add you on WhatsApp. You save my number. Drop the requirement here itself.",
      "text_native": "ठीक है, ठीक है। मैं आपको WhatsApp पे ऐड करके रखता हूं। नंबर सेव कर लो आप मेरा। इधर ही रिक्वायरमेंट ड्रॉप कर देना।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 62,
      "speaker": "customer",
      "start_s": 138.1,
      "end_s": 139.0,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 63,
      "speaker": "agent",
      "start_s": 139.0,
      "end_s": 140.0,
      "text_en": "Okay sir. Thank you.",
      "text_native": "ओके सर। थैंक यू।"
    },
    {
      "ucid": "21112178841636031",
      "idx": 64,
      "speaker": "customer",
      "start_s": 140.0,
      "end_s": 142.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178841636031",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh sir good morning, Karthikeya this side from JSW One. Uh sir, you had registered SP Edifice on our platform, right?",
      "comment": "The agent gave a warm opening and immediately contextualized the call by referencing the customer's registration."
    },
    {
      "ucid": "21112178841636031",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "full",
      "earned": 1.0,
      "questions_hit": 4,
      "evidence": "you had registered SP Edifice on our platform, right?... I need material in Bombay, I also need it in Cuttack... I will add you on WhatsApp. You save my number.",
      "comment": "Agent confirmed company name, customer volunteered procurement cities and their role as the buyer, and agent established a contact method via WhatsApp, hitting all 4 points."
    },
    {
      "ucid": "21112178841636031",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "Is your work in construction? ... We are government contractors... right now there is a requirement of 250 tons... I have bought at least 3000 tons.",
      "comment": "Agent identified business type, and the customer volunteered their monthly tonnage, current JSW buying history, and barriers to direct purchase, hitting 4 of 8 discovery points."
    },
    {
      "ucid": "21112178841636031",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "The process is just this, sir, you place the order. Right now we have the material, TMT is usually in stock.",
      "comment": "When the customer explicitly asked for the process, the agent gave a generic answer and did not explain the key platform value propositions like transparent pricing or test certificates."
    },
    {
      "ucid": "21112178841636031",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "right now there is a requirement of 250 tons... you share with me once the diameter-wise and quantity.",
      "comment": "The customer stated a clear, large requirement (250 tons) and the agent correctly asked for the detailed specifications to prepare a quote."
    },
    {
      "ucid": "21112178841636031",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will add you on WhatsApp. You save my number. Drop the requirement here itself.",
      "comment": "The call ended without a specific callback date, a quote being sent, or a walkthrough being scheduled; it relied on the customer to take the next step without a timeline."
    }
  ],
  "objections": [
    {
      "ucid": "21112178841636031",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "many distributors tell us a lot, they trouble us a lot when a customer buys directly. They say you neither have contacts in dispatch nor anywhere else. They say the payment will go, but the material won't even be dispatched.",
      "response": "They will definitely say that. Because we are taking their business. They will say that."
    }
  ],
  "missed_steps": [
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": [
    "price"
  ]
}