{
  "ucid": "21112178843307851",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 16:27:58",
  "end_time": "2026-09-03 16:31:07",
  "duration_sec": 189,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc7fda4ba11d80855d95e923cd3bcf092.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1005,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178843307851__DIAc7fda4ba11d80855d95e923cd3bcf092.mp3",
  "audio_bytes": 471960,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 157.32,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.   (हॅलो)\n[6s] AGENT: Hello.   (हॅलो)\n[7s] CUSTOMER: Hello, are you speaking from Iron Bridge Scaffolding, sir?   (हॅलो, Iron Bridge Scaffolding से बात कर रहे हैं सर?)\n[9s] AGENT: Yes, tell me.   (हां बोलिए ना।)\n[9s] AGENT: Yeah, good afternoon. I am Abdul speaking, sir, I am calling from JSW Head Office, Mumbai.   (या गुड आफ्टरनून, मैं अब्दुल बात कर रहा हूं सर, JSW हेड ऑफिस मुंबई से बात कर रहा हूं।)\n[13s] CUSTOMER: Hmm, tell me.   (हम्म, बोलिए ना।)\n[14s] AGENT: Sir, you just registered on the JSW platform, right?   (सर अभी आपने JSW के प्लेटफार्म पर रजिस्ट्रेशन किया था ना जस्ट?)\n[16s] CUSTOMER: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[17s] AGENT: So I called for that reason. Do you have any requirement for steel, sir? Are you looking for anything, HR, CR?   (तो उसी लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर स्टील में आप? कुछ देख रहे हैं क्या HR, CR?)\n[20s] CUSTOMER: Uh, there is a requirement, but what it is, now that... I'll have to see because our cycle is a bit different and yours is also a bit different because you are saying that your... the person who had come was saying that 100% payment.   (अ रिक्वायरमेंट तो है पर वो क्या है अभी वो देखना पड़ेगा क्योंकि क्या है हमारा सायकल थोड़ा अलग है और आपका भी थोड़ा अलग है क्योंकि आप बोल रहे हैं कि आपका जो जो आया था बंदा वो बोल रहा था कि हंड्रेड परसेंट पेमेंट।)\n[27s] AGENT: Yes, JSW company's first transaction is 100% advance against PI. First transaction. Later, as your turnover increases, we will reduce it, no problem.   (हां, JSW कंपनी का फर्स्ट ट्रांजैक्शन होता है हंड्रेड परसेंट एडवांस अगेंस्ट पीआई। फर्स्ट ट्रांजैक्शन। बाद में जैसा आपका टर्नओवर होगा तो हम कम कर देंगे, कोई दिक्कत नहीं है।)\n[32s] CUSTOMER: No, that's not the point. If, for instance, I... because the traders we buy from, we have a cycle with them.   (नहीं वो वो वो वो वाली बात नहीं है। अगर मान के चलो मैं क्योंकि हम जो ट्रेडर से लेते हैं ना, वो सायकल होता है हमारा।)\n[36s] AGENT: Yes, what you're saying is correct, sir.   (हां, बात तो आपका सही है सर।)\n[37s] CUSTOMER: According to the cycle, the future payment, the previous payment, that keeps getting cleared.   (सायकल के हिसाब से वो आगे का पेमेंट, पीछे का पेमेंट, वो क्लियर होता रहता है।)\n[41s] CUSTOMER: Hmm. So if the first payment is also made and suppose some problem arises,   (हम्म। तो फर्स्ट अगर पेमेंट भी अगर कर दिया और मान के चलो कुछ प्रॉब्लम आ गया,)\n[44s] AGENT: A problem cannot happen. Sir, JSW is such a big company. And listen, if suppose a problem happens, okay?   (प्रॉब्लम हो ही नहीं सकता है। सर JSW कंपनी इतनी बड़ी कंपनी है। और सुनिए, अगर मान लीजिए प्रॉब्लम हो गया, ठीक है?)\n[47s] CUSTOMER: No sir, I have accepted everything you've said. You are saying a problem cannot happen. Right?   (नहीं सर, मैं मैं आपका सब मान चुका हूं। आप प्रॉब्लम हो ही नहीं सकता, ऐसा आप बोल रहे हो। बराबर?)\n[50s] AGENT: No no, it can absolutely happen. What you're saying is right.   (नहीं नहीं, बिलकुल हो सकता है। आपकी बात सही है।)\n[51s] CUSTOMER: Some or the other problem will come. I am not saying that your problem will come. A problem won't come. I accept that a problem won't come. If a problem does come, what action will you take?   (कुछ ना कुछ तो प्रॉब्लम आएगा। मैं ये नहीं कह रहा कि आपका प्रॉब्लम ही आएगा। नहीं आएगा प्रॉब्लम। मैं मान लेता हूं नहीं आएगा प्रॉब्लम। अगर आ गया प्रॉब्लम तो क्या एक्शन लेंगे आप?)\n[56s] AGENT: Listen, yes. If you feel that, suppose some problem has occurred, okay? Then first tell me, sir, what kind of problem are you thinking of? What type of problem are you referring to? Meaning, in terms of fraud or if the material is bad or the material is not arriving, I mean, in what way, tell me, then I'll talk.   (सुनिए, हां। अगर अगर आपको ऐसा लगता है कि मान लीजिए कुछ प्रॉब्लम आ गया, ठीक है? तो पहले ये बताइए सर, प्रॉब्लम कैसा समझ रहे हैं? किस टाइप में प्रॉब्लम जाना चाह रहे हैं आपको? मतलब, ये फ्रॉड में या मटेरियल खराब आ गया तो मटेरियल नहीं आ रहा है, मतलब किस टाइप में मुझे बताइए, फिर मैं बात करता हूं।)\n[63s] CUSTOMER: What happens with a problem is, now suppose I gave you an order. Right?   (प्रॉब्लम क्या होता है ना, अभी मान के चलो आपने आपको एक ऑर्डर दिया। बराबर?)\n[66s] AGENT: Yes.   (जी।)\n[67s] CUSTOMER: Hmm. So mostly what happens is that your rate will be something different or the rate I got will be something different.   (हम्म। तो मोस्टली क्या होता है कि रेट आपका रेट कुछ अलग होगा या मुझे रेट मिला वो कुछ अलग होगा।)\n[71s] CUSTOMER: Which pipe do we mostly need? 48 OD, 38 OD, and 58 OD.   (अपने को पाइप ज्यादातर चाहिए कौन सा वाला? 48 OD, 38 OD, और 58 OD.)\n[75s] AGENT: Hmm.   (हम्म।)\n[76s] CUSTOMER: This is our biggest requirement.   (अपने इसमें सबसे ज्यादा रिक्वायरमेंट होती है।)\n[78s] AGENT: Are you talking about MS?   (MS में बोल रहे हैं क्या आप?)\n[79s] CUSTOMER: Huh?   (हां?)\n[79s] AGENT: Which material do you require?   (कौन सा मटेरियल की रिक्वायरमेंट है आपको?)\n[80s] CUSTOMER: 48 OD.\n[82s] AGENT: OD 48 OD. Which one, in HR, CR, do you require MS material?   (OD 48 OD. कौन सा HR में, CR, MS मटेरियल की रिक्वायरमेंट है आपको?)\n[84s] CUSTOMER: MS, MS, MS's.   (MS, MS, MS का।)\n[85s] AGENT: HR plate in MS?   (MS में HR प्लेट?)\n[86s] CUSTOMER: Hmm. Not plate.   (हम्म। प्लेट नहीं।)\n[87s] CUSTOMER: Okay, yes. Round pipe.   (अच्छा, हां। राउंड पाइप।)\n[88s] AGENT: We don't provide round pipe, we don't.   (राउंड पाइप नहीं देते हैं, नहीं देते हैं।)\n[90s] CUSTOMER: You don't provide round at all?   (राउंड देते ही नहीं हो क्या?)\n[91s] AGENT: No, no.   (नहीं नहीं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 38,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant compared to the agent's, but still clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "38 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:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "The call was lost on product availability, but you missed the chance to complete basic discovery (NR2) at the start. Always try to capture the city and decision-maker role early in the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "round pipe",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requires round pipe, which JSW One does not supply.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, from a scaffolding company, had registered and immediately raised objections about the 100% advance payment policy, comparing it to their credit cycle with existing traders. The agent attempted to address this, then asked for the material requirement. The customer specified a need for round MS pipes, which the agent confirmed JSW does not supply, leading to the end of the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, good afternoon. I am Abdul speaking, sir, I am calling from JSW Head Office, Mumbai. Sir, you just registered on the JSW platform, right?\", \"comment\": \"The agent provided a polite, contextual opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent did not ask for procurement city, decision-making involvement, or contact details. Only the company name was established.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was derailed by an objection and then a product mismatch before any of the 8 discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent never got the opportunity to explain the platform's value propositions.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? Are you looking for anything, HR, CR?\", \"comment\": \"The agent successfully identified the customer's requirement, which turned out to be a product not in the catalogue (round pipe).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the product mismatch was identified, with no defined next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call was lost on product availability, but you missed the chance to complete basic discovery (NR2) at the start. Always try to capture the city and decision-maker role early in the call.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"round pipe\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires round pipe, which JSW One does not supply.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"because the traders we buy from, we have a cycle with them.\", \"response\": \"Yes, JSW company's first transaction is 100% advance against PI. First transaction. Later, as your turnover increases, we will reduce it, no problem.\"}], \"call_summary\": \"The customer, from a scaffolding company, had registered and immediately raised objections about the 100% advance payment policy, comparing it to their credit cycle with existing traders. The agent attempted to address this, then asked for the material requirement. The customer specified a need for round MS pipes, which the agent confirmed JSW does not supply, leading to the end of the call.\"}",
  "error": null,
  "latency_ms": 32714,
  "input_tokens": 4271,
  "output_tokens": 869,
  "created_at": "2026-09-25 11:38:08",
  "sentiment": "negative",
  "sentiment_score": -0.502,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 22,
  "lex_hits": 17,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.427,
  "agent_talk_sec": 32.7,
  "customer_talk_sec": 43.9,
  "dead_air_sec": 112.4,
  "longest_monologue_sec": 6.9,
  "agent_wpm": 381.7,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 20,
  "discovery_qs": 11,
  "words_agent": 208,
  "words_customer": 236,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843307851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.18,
      "end_s": 5.6,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178843307851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 6.31,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178843307851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 8.38,
      "text_en": "Hello, are you speaking from Iron Bridge Scaffolding, sir?",
      "text_native": "हॅलो, Iron Bridge Scaffolding से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 9.08,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए ना।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.4,
      "end_s": 12.5,
      "text_en": "Yeah, good afternoon. I am Abdul speaking, sir, I am calling from JSW Head Office, Mumbai.",
      "text_native": "या गुड आफ्टरनून, मैं अब्दुल बात कर रहा हूं सर, JSW हेड ऑफिस मुंबई से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 13.5,
      "text_en": "Hmm, tell me.",
      "text_native": "हम्म, बोलिए ना।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.7,
      "end_s": 15.8,
      "text_en": "Sir, you just registered on the JSW platform, right?",
      "text_native": "सर अभी आपने JSW के प्लेटफार्म पर रजिस्ट्रेशन किया था ना जस्ट?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.1,
      "end_s": 16.7,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 19.8,
      "text_en": "So I called for that reason. Do you have any requirement for steel, sir? Are you looking for anything, HR, CR?",
      "text_native": "तो उसी लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर स्टील में आप? कुछ देख रहे हैं क्या HR, CR?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 26.8,
      "text_en": "Uh, there is a requirement, but what it is, now that... I'll have to see because our cycle is a bit different and yours is also a bit different because you are saying that your... the person who had come was saying that 100% payment.",
      "text_native": "अ रिक्वायरमेंट तो है पर वो क्या है अभी वो देखना पड़ेगा क्योंकि क्या है हमारा सायकल थोड़ा अलग है और आपका भी थोड़ा अलग है क्योंकि आप बोल रहे हैं कि आपका जो जो आया था बंदा वो बोल रहा था कि हंड्रेड परसेंट पेमेंट।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 10,
      "speaker": "agent",
      "start_s": 27.1,
      "end_s": 32.2,
      "text_en": "Yes, JSW company's first transaction is 100% advance against PI. First transaction. Later, as your turnover increases, we will reduce it, no problem.",
      "text_native": "हां, JSW कंपनी का फर्स्ट ट्रांजैक्शन होता है हंड्रेड परसेंट एडवांस अगेंस्ट पीआई। फर्स्ट ट्रांजैक्शन। बाद में जैसा आपका टर्नओवर होगा तो हम कम कर देंगे, कोई दिक्कत नहीं है।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 11,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 36.5,
      "text_en": "No, that's not the point. If, for instance, I... because the traders we buy from, we have a cycle with them.",
      "text_native": "नहीं वो वो वो वो वाली बात नहीं है। अगर मान के चलो मैं क्योंकि हम जो ट्रेडर से लेते हैं ना, वो सायकल होता है हमारा।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 12,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 37.4,
      "text_en": "Yes, what you're saying is correct, sir.",
      "text_native": "हां, बात तो आपका सही है सर।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 13,
      "speaker": "customer",
      "start_s": 37.4,
      "end_s": 40.2,
      "text_en": "According to the cycle, the future payment, the previous payment, that keeps getting cleared.",
      "text_native": "सायकल के हिसाब से वो आगे का पेमेंट, पीछे का पेमेंट, वो क्लियर होता रहता है।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 14,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 43.8,
      "text_en": "Hmm. So if the first payment is also made and suppose some problem arises,",
      "text_native": "हम्म। तो फर्स्ट अगर पेमेंट भी अगर कर दिया और मान के चलो कुछ प्रॉब्लम आ गया,"
    },
    {
      "ucid": "21112178843307851",
      "idx": 15,
      "speaker": "agent",
      "start_s": 44.1,
      "end_s": 47.0,
      "text_en": "A problem cannot happen. Sir, JSW is such a big company. And listen, if suppose a problem happens, okay?",
      "text_native": "प्रॉब्लम हो ही नहीं सकता है। सर JSW कंपनी इतनी बड़ी कंपनी है। और सुनिए, अगर मान लीजिए प्रॉब्लम हो गया, ठीक है?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 16,
      "speaker": "customer",
      "start_s": 47.0,
      "end_s": 49.8,
      "text_en": "No sir, I have accepted everything you've said. You are saying a problem cannot happen. Right?",
      "text_native": "नहीं सर, मैं मैं आपका सब मान चुका हूं। आप प्रॉब्लम हो ही नहीं सकता, ऐसा आप बोल रहे हो। बराबर?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 17,
      "speaker": "agent",
      "start_s": 49.8,
      "end_s": 50.9,
      "text_en": "No no, it can absolutely happen. What you're saying is right.",
      "text_native": "नहीं नहीं, बिलकुल हो सकता है। आपकी बात सही है।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 18,
      "speaker": "customer",
      "start_s": 50.9,
      "end_s": 55.8,
      "text_en": "Some or the other problem will come. I am not saying that your problem will come. A problem won't come. I accept that a problem won't come. If a problem does come, what action will you take?",
      "text_native": "कुछ ना कुछ तो प्रॉब्लम आएगा। मैं ये नहीं कह रहा कि आपका प्रॉब्लम ही आएगा। नहीं आएगा प्रॉब्लम। मैं मान लेता हूं नहीं आएगा प्रॉब्लम। अगर आ गया प्रॉब्लम तो क्या एक्शन लेंगे आप?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 19,
      "speaker": "agent",
      "start_s": 56.1,
      "end_s": 63.0,
      "text_en": "Listen, yes. If you feel that, suppose some problem has occurred, okay? Then first tell me, sir, what kind of problem are you thinking of? What type of problem are you referring to? Meaning, in terms of fraud or if the material is bad or the material is not arriving, I mean, in what way, tell me, then I'll talk.",
      "text_native": "सुनिए, हां। अगर अगर आपको ऐसा लगता है कि मान लीजिए कुछ प्रॉब्लम आ गया, ठीक है? तो पहले ये बताइए सर, प्रॉब्लम कैसा समझ रहे हैं? किस टाइप में प्रॉब्लम जाना चाह रहे हैं आपको? मतलब, ये फ्रॉड में या मटेरियल खराब आ गया तो मटेरियल नहीं आ रहा है, मतलब किस टाइप में मुझे बताइए, फिर मैं बात करता हूं।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 20,
      "speaker": "customer",
      "start_s": 63.4,
      "end_s": 66.2,
      "text_en": "What happens with a problem is, now suppose I gave you an order. Right?",
      "text_native": "प्रॉब्लम क्या होता है ना, अभी मान के चलो आपने आपको एक ऑर्डर दिया। बराबर?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 21,
      "speaker": "agent",
      "start_s": 66.2,
      "end_s": 66.6,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 22,
      "speaker": "customer",
      "start_s": 67.2,
      "end_s": 70.8,
      "text_en": "Hmm. So mostly what happens is that your rate will be something different or the rate I got will be something different.",
      "text_native": "हम्म। तो मोस्टली क्या होता है कि रेट आपका रेट कुछ अलग होगा या मुझे रेट मिला वो कुछ अलग होगा।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 23,
      "speaker": "customer",
      "start_s": 71.4,
      "end_s": 74.4,
      "text_en": "Which pipe do we mostly need? 48 OD, 38 OD, and 58 OD.",
      "text_native": "अपने को पाइप ज्यादातर चाहिए कौन सा वाला? 48 OD, 38 OD, और 58 OD."
    },
    {
      "ucid": "21112178843307851",
      "idx": 24,
      "speaker": "agent",
      "start_s": 74.8,
      "end_s": 75.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 25,
      "speaker": "customer",
      "start_s": 75.6,
      "end_s": 77.2,
      "text_en": "This is our biggest requirement.",
      "text_native": "अपने इसमें सबसे ज्यादा रिक्वायरमेंट होती है।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 26,
      "speaker": "agent",
      "start_s": 77.5,
      "end_s": 78.4,
      "text_en": "Are you talking about MS?",
      "text_native": "MS में बोल रहे हैं क्या आप?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 27,
      "speaker": "customer",
      "start_s": 78.6,
      "end_s": 78.9,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 28,
      "speaker": "agent",
      "start_s": 79.1,
      "end_s": 80.1,
      "text_en": "Which material do you require?",
      "text_native": "कौन सा मटेरियल की रिक्वायरमेंट है आपको?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 29,
      "speaker": "customer",
      "start_s": 80.4,
      "end_s": 81.2,
      "text_en": "48 OD.",
      "text_native": "48 OD."
    },
    {
      "ucid": "21112178843307851",
      "idx": 30,
      "speaker": "agent",
      "start_s": 81.5,
      "end_s": 83.4,
      "text_en": "OD 48 OD. Which one, in HR, CR, do you require MS material?",
      "text_native": "OD 48 OD. कौन सा HR में, CR, MS मटेरियल की रिक्वायरमेंट है आपको?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 31,
      "speaker": "customer",
      "start_s": 83.7,
      "end_s": 84.8,
      "text_en": "MS, MS, MS's.",
      "text_native": "MS, MS, MS का।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 32,
      "speaker": "agent",
      "start_s": 85.1,
      "end_s": 85.9,
      "text_en": "HR plate in MS?",
      "text_native": "MS में HR प्लेट?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 33,
      "speaker": "customer",
      "start_s": 86.1,
      "end_s": 86.8,
      "text_en": "Hmm. Not plate.",
      "text_native": "हम्म। प्लेट नहीं।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 34,
      "speaker": "customer",
      "start_s": 87.0,
      "end_s": 88.1,
      "text_en": "Okay, yes. Round pipe.",
      "text_native": "अच्छा, हां। राउंड पाइप।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 35,
      "speaker": "agent",
      "start_s": 88.3,
      "end_s": 89.4,
      "text_en": "We don't provide round pipe, we don't.",
      "text_native": "राउंड पाइप नहीं देते हैं, नहीं देते हैं।"
    },
    {
      "ucid": "21112178843307851",
      "idx": 36,
      "speaker": "customer",
      "start_s": 89.7,
      "end_s": 90.6,
      "text_en": "You don't provide round at all?",
      "text_native": "राउंड देते ही नहीं हो क्या?"
    },
    {
      "ucid": "21112178843307851",
      "idx": 37,
      "speaker": "agent",
      "start_s": 90.9,
      "end_s": 91.3,
      "text_en": "No, no.",
      "text_native": "नहीं नहीं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843307851",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yeah, good afternoon. I am Abdul speaking, sir, I am calling from JSW Head Office, Mumbai. Sir, you just registered on the JSW platform, right?",
      "comment": "The agent provided a polite, contextual opening."
    },
    {
      "ucid": "21112178843307851",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent did not ask for procurement city, decision-making involvement, or contact details. Only the company name was established."
    },
    {
      "ucid": "21112178843307851",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was derailed by an objection and then a product mismatch before any of the 8 discovery questions could be asked."
    },
    {
      "ucid": "21112178843307851",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent never got the opportunity to explain the platform's value propositions."
    },
    {
      "ucid": "21112178843307851",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? Are you looking for anything, HR, CR?",
      "comment": "The agent successfully identified the customer's requirement, which turned out to be a product not in the catalogue (round pipe)."
    },
    {
      "ucid": "21112178843307851",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly after the product mismatch was identified, with no defined next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178843307851",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "because the traders we buy from, we have a cycle with them.",
      "response": "Yes, JSW company's first transaction is 100% advance against PI. First transaction. Later, as your turnover increases, we will reduce it, no problem."
    }
  ],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}