{
  "ucid": "21112178843665981",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 17:27:39",
  "end_time": "2026-09-03 17:30:15",
  "duration_sec": 156,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "No_requirement",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA93140783f35fc3231d56c74cf2768344.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 980,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843665981__DIA93140783f35fc3231d56c74cf2768344.mp3",
  "audio_bytes": 445608,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 148.536,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hi, if you record your name and reason for calling, I'll see if this person\n[5s] CUSTOMER: Hello?   (हॅलो?)\n[6s] AGENT: Hello?   (हॅलो?)\n[7s] CUSTOMER: Yes.   (हां।)\n[8s] AGENT: Is this Avishkar ji speaking?   (अविष्कार जी बात कर रहे हैं?)\n[9s] CUSTOMER: Yes, I am speaking, tell me.   (हां बोल रहा हूं, बोलो ना।)\n[10s] AGENT: I was calling from JSW One, sir, greetings.   (JSW One से बात कर रहा था सर, नमस्कार।)\n[12s] CUSTOMER: Greetings. Where are you calling from?   (नमस्कार। कहां से बोल रहे हैं?)\n[14s] AGENT: JSW One, Jindal Steel.\n[15s] CUSTOMER: Yes, tell me, tell me.   (हां बोलिए, बोलिए।)\n[17s] AGENT: Sir, are you looking for anything in steel right now?   (सर जी अभी कुछ देख रहे हो क्या steel में आप?)\n[19s] CUSTOMER: No, right now sir, the project is on hold. I will talk after some time.   (नहीं, अभी तो सर project जरा hold पे है। थोड़ा टाइम के बाद मैं बात करता हूं।)\n[22s] AGENT: Okay, okay. Alright, if you have a requirement, talk to me. I'll send and keep my card.   (अच्छा अच्छा। ठीक है, रहेगा तो मेरेको बात करना। मैं card भेज के रखता हूं।)\n[25s] CUSTOMER: Oh sir, are you guys giving this also, sir?   (अरे सर, इसके भी आप लोग दे रहे हैं क्या सर?)\n[27s] AGENT: Dealership can be given, but not right at the beginning, right?   (Dealership मिल सकती है but अभी शुरुआत में तो नहीं मिल सकती ना।)\n[30s] CUSTOMER: Hmm.   (हम्म।)\n[31s] AGENT: It can be given later.   (बाद में मिल सकती है।)\n[32s] CUSTOMER: It can't be given now?   (अभी नहीं मिल सकती है?)\n[34s] AGENT: You haven't done any transaction or anything yet, sir. You haven't associated with us, so how can we give you a dealership?   (अभी आपने कोई transaction वगेरा किया नहीं है सर, आप हमसे जुड़े नहीं हो तो dealership कैसे दे देंगे?)\n[38s] CUSTOMER: No, I haven't associated with you. Like, I want to open a shop in Mumbai or Vasai.   (नहीं, आपसे तो नहीं जुड़े हैं। जैसे दुकान हमको खोलना है मुंबई या वसई के अंदर।)\n[42s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[43s] CUSTOMER: So I needed it for that. So for that, there won't be any need.   (तो उसके लिए चाहिए था। तो उसके लिए तो कोई जरूरत नहीं पड़ेगी।)\n[46s] AGENT: Meaning you have a plan to stock, right? You will stock steel in your shop?   (मतलब आपका stock करने का प्लान है ना? Steel आप stock करके रखोगे दुकान में?)\n[49s] CUSTOMER: I will stock and do retail work.   (Stock करेंगे और retail काम करेंगे।)\n[51s] AGENT: Yes, so sir, you will have to associate with us for that first, right?   (हां तो सर जुड़ना पड़ेगा ना उसके लिए तो पहले।)\n[53s] CUSTOMER: So how will I associate? What is it?   (तो कैसे जुड़ेंगे? क्या है?)\n[54s] AGENT: Take material, sir. You do two transactions, then I will talk about the dealership.   (Material लो सर, आप दो transaction करो, फिर मैं बात करता हूं dealership के लिए।)\n[58s] AGENT: See sir, you will have to take material from somewhere anyway, right?   (Material तो देखो सर आपको कहीं से भी लेना ही पड़ेगा ना?)\n[60s] CUSTOMER: Hmm.   (हम्म।)\n[61s] AGENT: And you will take it at the price that is running in the market. So take it from me itself, I am already talking about the dealership.   (और जो market में price चल रहा है उसी पे लोगे। तो मुझसे ही ले लो, फिर dealership का तो मैं बोल ही रहा हूं।)\n[64s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[66s] AGENT: Alright?   (ठीक है?)\n[67s] CUSTOMER: Okay. What is your name, sir?   (Okay. क्या नाम है सर आपका?)\n[68s] AGENT: My name is Sajal, Sajal Bhaskar.   (सजल नाम है मेरा, सजल भास्कर।)\n[70s] CUSTOMER: Sajal Bhaskar. Where are you calling from, sir?   (सजल भास्कर। कहां से बोल रहे हैं सर?)\n[72s] AGENT: I was speaking from the Mumbai head office.   (मुंबई head office से बात कर रहा था।)\n[74s] CUSTOMER: Okay okay, you are calling from Mumbai itself. I thought from outside.   (अच्छा अच्छा, मुंबई से ही बोल रहे हैं। मैं सोचा बाहर से।)\n[76s] AGENT: No, I am speaking from Mumbai only, sir.   (नहीं, मुंबई से ही बात कर रहा हूं सर।)\n[78s] CUSTOMER: Where sir? Where is your office?   (किधर सर? ऑफिस किधर है अपना?)\n[80s] AGENT: Uh, if you come to Mumbai, I... have you seen Mumbai University?   (ए, आप मुंबई में आओगे तो, मैं मुंबई यूनिवर्सिटी देखी है आपने?)\n[83s] CUSTOMER: Yes yes, in Santacruz Kalina.   (हां हां, सांताक्रुज कलीना में।)\n[84s] AGENT: Yes yes, right there, the office is nearby. In that same lane.   (हां हां, वहीं पे ही, वहीं पास में ऑफिस है। उसी lane में ही।)\n[87s] CUSTOMER: Aah haa. Sajal ji, right? Okay sir, I'll save the number. I'll see how and what.   (आ हा। सजल जी ना? ठीक है सर, मैं नंबर सेव कर लेता हूं। मैं देखता हूं कैसे क्या।)\n[90s] AGENT: Not this one, not this one. Don't do this one. I am sending the card now, save that number.   (ये नहीं, ये वाला नहीं। ये वाला मत करो। मैं अभी भेज रहा हूं card, उस नंबर को सेव करना आप।)\n[94s] CUSTOMER: Yes, so WhatsApp me on this number, sir.   (हां तो WhatsApp कीजिए ना सर ये नंबर पे।)\n[95s] AGENT: I am WhatsApping, I am doing it. I have done it.   (WhatsApp कर रहा हूं, कर रहा हूं। कर दिया मैंने।)\n[97s] CUSTOMER: Okay sir, thank you.\n[98s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 48,
  "connected": 1,
  "audio_notes": "clear: Some background noise (chatter) is audible on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "48 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer's query (like for a dealership) takes you off-script, answer it, but then guide the conversation back to the pitch structure to complete discovery and qualify the opportunity.",
  "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": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered lead who initially stated he had no requirement. The customer then pivoted to inquiring about a JSW dealership to open a retail shop in Mumbai/Vasai. The agent explained that transactions must precede a dealership discussion. The call ended with the agent sending his contact card but without any firm next steps or captured requirement.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"JSW One से बात कर रहा था सर, नमस्कार। (I was calling from JSW One, sir, greetings.)\", \"comment\": \"Agent gave a standard, polite opening identifying the company.\"}, {\"step_id\": \"NR2\", \"result\": \"full\", \"questions_hit\": 4, \"evidence\": \"Is this Avishkar ji speaking? (अविष्कार जी बात कर रहे हैं?)\", \"comment\": \"Agent confirmed the customer's name, and the other 3 points (city, role, contact number) were established during the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent only identified business type (trader) and that they are not a current customer. No other discovery questions were attempted as the call was sidetracked by a dealership query.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain the platform's benefits (pricing, TC, availability) at all.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"No, right now sir, the project is on hold. I will talk after some time.\", \"comment\": \"Agent asked about a current requirement, but after the customer said no, the agent failed to schedule a specific callback date, instead leaving it open-ended.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a committed next step; no quote, no specific callback, and no walkthrough was scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's query (like for a dealership) takes you off-script, answer it, but then guide the conversation back to the pitch structure to complete discovery and qualify the opportunity.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered lead who initially stated he had no requirement. The customer then pivoted to inquiring about a JSW dealership to open a retail shop in Mumbai/Vasai. The agent explained that transactions must precede a dealership discussion. The call ended with the agent sending his contact card but without any firm next steps or captured requirement.\"}",
  "error": null,
  "latency_ms": 45054,
  "input_tokens": 4231,
  "output_tokens": 793,
  "created_at": "2026-09-25 11:37:27",
  "sentiment": "positive",
  "sentiment_score": 0.292,
  "sentiment_confidence": "high",
  "pos": 20,
  "neg": 4,
  "lex_hits": 18,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.586,
  "agent_talk_sec": 46.2,
  "customer_talk_sec": 32.6,
  "dead_air_sec": 77.2,
  "longest_monologue_sec": 5.1,
  "agent_wpm": 318.2,
  "interruptions": 0,
  "agent_turns": 24,
  "customer_turns": 23,
  "discovery_qs": 11,
  "words_agent": 245,
  "words_customer": 163,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843665981",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 3.58,
      "text_en": "Hi, if you record your name and reason for calling, I'll see if this person",
      "text_native": "Hi, if you record your name and reason for calling, I'll see if this person"
    },
    {
      "ucid": "21112178843665981",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.9,
      "end_s": 5.41,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.16,
      "end_s": 6.6,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.28,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 8.9,
      "text_en": "Is this Avishkar ji speaking?",
      "text_native": "अविष्कार जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 10.2,
      "text_en": "Yes, I am speaking, tell me.",
      "text_native": "हां बोल रहा हूं, बोलो ना।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 12.0,
      "text_en": "I was calling from JSW One, sir, greetings.",
      "text_native": "JSW One से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 13.4,
      "text_en": "Greetings. Where are you calling from?",
      "text_native": "नमस्कार। कहां से बोल रहे हैं?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 14.9,
      "text_en": "JSW One, Jindal Steel.",
      "text_native": "JSW One, Jindal Steel."
    },
    {
      "ucid": "21112178843665981",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 15.9,
      "text_en": "Yes, tell me, tell me.",
      "text_native": "हां बोलिए, बोलिए।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.6,
      "end_s": 18.5,
      "text_en": "Sir, are you looking for anything in steel right now?",
      "text_native": "सर जी अभी कुछ देख रहे हो क्या steel में आप?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.9,
      "end_s": 22.2,
      "text_en": "No, right now sir, the project is on hold. I will talk after some time.",
      "text_native": "नहीं, अभी तो सर project जरा hold पे है। थोड़ा टाइम के बाद मैं बात करता हूं।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 25.0,
      "text_en": "Okay, okay. Alright, if you have a requirement, talk to me. I'll send and keep my card.",
      "text_native": "अच्छा अच्छा। ठीक है, रहेगा तो मेरेको बात करना। मैं card भेज के रखता हूं।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 13,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 26.7,
      "text_en": "Oh sir, are you guys giving this also, sir?",
      "text_native": "अरे सर, इसके भी आप लोग दे रहे हैं क्या सर?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 14,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 29.5,
      "text_en": "Dealership can be given, but not right at the beginning, right?",
      "text_native": "Dealership मिल सकती है but अभी शुरुआत में तो नहीं मिल सकती ना।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 15,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 30.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.0,
      "end_s": 32.0,
      "text_en": "It can be given later.",
      "text_native": "बाद में मिल सकती है।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 17,
      "speaker": "customer",
      "start_s": 32.4,
      "end_s": 33.4,
      "text_en": "It can't be given now?",
      "text_native": "अभी नहीं मिल सकती है?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 18,
      "speaker": "agent",
      "start_s": 34.2,
      "end_s": 37.8,
      "text_en": "You haven't done any transaction or anything yet, sir. You haven't associated with us, so how can we give you a dealership?",
      "text_native": "अभी आपने कोई transaction वगेरा किया नहीं है सर, आप हमसे जुड़े नहीं हो तो dealership कैसे दे देंगे?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 19,
      "speaker": "customer",
      "start_s": 37.8,
      "end_s": 41.4,
      "text_en": "No, I haven't associated with you. Like, I want to open a shop in Mumbai or Vasai.",
      "text_native": "नहीं, आपसे तो नहीं जुड़े हैं। जैसे दुकान हमको खोलना है मुंबई या वसई के अंदर।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 20,
      "speaker": "agent",
      "start_s": 41.8,
      "end_s": 42.4,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 21,
      "speaker": "customer",
      "start_s": 42.7,
      "end_s": 45.2,
      "text_en": "So I needed it for that. So for that, there won't be any need.",
      "text_native": "तो उसके लिए चाहिए था। तो उसके लिए तो कोई जरूरत नहीं पड़ेगी।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 22,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 48.8,
      "text_en": "Meaning you have a plan to stock, right? You will stock steel in your shop?",
      "text_native": "मतलब आपका stock करने का प्लान है ना? Steel आप stock करके रखोगे दुकान में?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.2,
      "end_s": 50.8,
      "text_en": "I will stock and do retail work.",
      "text_native": "Stock करेंगे और retail काम करेंगे।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 24,
      "speaker": "agent",
      "start_s": 51.2,
      "end_s": 52.8,
      "text_en": "Yes, so sir, you will have to associate with us for that first, right?",
      "text_native": "हां तो सर जुड़ना पड़ेगा ना उसके लिए तो पहले।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 25,
      "speaker": "customer",
      "start_s": 53.1,
      "end_s": 54.2,
      "text_en": "So how will I associate? What is it?",
      "text_native": "तो कैसे जुड़ेंगे? क्या है?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 26,
      "speaker": "agent",
      "start_s": 54.4,
      "end_s": 57.5,
      "text_en": "Take material, sir. You do two transactions, then I will talk about the dealership.",
      "text_native": "Material लो सर, आप दो transaction करो, फिर मैं बात करता हूं dealership के लिए।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 27,
      "speaker": "agent",
      "start_s": 58.2,
      "end_s": 60.2,
      "text_en": "See sir, you will have to take material from somewhere anyway, right?",
      "text_native": "Material तो देखो सर आपको कहीं से भी लेना ही पड़ेगा ना?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 28,
      "speaker": "customer",
      "start_s": 60.4,
      "end_s": 60.7,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 29,
      "speaker": "agent",
      "start_s": 61.0,
      "end_s": 64.2,
      "text_en": "And you will take it at the price that is running in the market. So take it from me itself, I am already talking about the dealership.",
      "text_native": "और जो market में price चल रहा है उसी पे लोगे। तो मुझसे ही ले लो, फिर dealership का तो मैं बोल ही रहा हूं।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 30,
      "speaker": "customer",
      "start_s": 64.4,
      "end_s": 65.1,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 31,
      "speaker": "agent",
      "start_s": 65.9,
      "end_s": 66.3,
      "text_en": "Alright?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 32,
      "speaker": "customer",
      "start_s": 66.8,
      "end_s": 68.1,
      "text_en": "Okay. What is your name, sir?",
      "text_native": "Okay. क्या नाम है सर आपका?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 33,
      "speaker": "agent",
      "start_s": 68.4,
      "end_s": 69.9,
      "text_en": "My name is Sajal, Sajal Bhaskar.",
      "text_native": "सजल नाम है मेरा, सजल भास्कर।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 34,
      "speaker": "customer",
      "start_s": 70.4,
      "end_s": 71.8,
      "text_en": "Sajal Bhaskar. Where are you calling from, sir?",
      "text_native": "सजल भास्कर। कहां से बोल रहे हैं सर?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 35,
      "speaker": "agent",
      "start_s": 72.0,
      "end_s": 73.6,
      "text_en": "I was speaking from the Mumbai head office.",
      "text_native": "मुंबई head office से बात कर रहा था।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 36,
      "speaker": "customer",
      "start_s": 73.8,
      "end_s": 76.1,
      "text_en": "Okay okay, you are calling from Mumbai itself. I thought from outside.",
      "text_native": "अच्छा अच्छा, मुंबई से ही बोल रहे हैं। मैं सोचा बाहर से।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 37,
      "speaker": "agent",
      "start_s": 76.5,
      "end_s": 77.9,
      "text_en": "No, I am speaking from Mumbai only, sir.",
      "text_native": "नहीं, मुंबई से ही बात कर रहा हूं सर।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 38,
      "speaker": "customer",
      "start_s": 78.2,
      "end_s": 79.4,
      "text_en": "Where sir? Where is your office?",
      "text_native": "किधर सर? ऑफिस किधर है अपना?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 39,
      "speaker": "agent",
      "start_s": 79.8,
      "end_s": 83.0,
      "text_en": "Uh, if you come to Mumbai, I... have you seen Mumbai University?",
      "text_native": "ए, आप मुंबई में आओगे तो, मैं मुंबई यूनिवर्सिटी देखी है आपने?"
    },
    {
      "ucid": "21112178843665981",
      "idx": 40,
      "speaker": "customer",
      "start_s": 83.2,
      "end_s": 84.5,
      "text_en": "Yes yes, in Santacruz Kalina.",
      "text_native": "हां हां, सांताक्रुज कलीना में।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 41,
      "speaker": "agent",
      "start_s": 84.5,
      "end_s": 86.9,
      "text_en": "Yes yes, right there, the office is nearby. In that same lane.",
      "text_native": "हां हां, वहीं पे ही, वहीं पास में ऑफिस है। उसी lane में ही।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 42,
      "speaker": "customer",
      "start_s": 87.2,
      "end_s": 90.2,
      "text_en": "Aah haa. Sajal ji, right? Okay sir, I'll save the number. I'll see how and what.",
      "text_native": "आ हा। सजल जी ना? ठीक है सर, मैं नंबर सेव कर लेता हूं। मैं देखता हूं कैसे क्या।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 43,
      "speaker": "agent",
      "start_s": 90.2,
      "end_s": 93.8,
      "text_en": "Not this one, not this one. Don't do this one. I am sending the card now, save that number.",
      "text_native": "ये नहीं, ये वाला नहीं। ये वाला मत करो। मैं अभी भेज रहा हूं card, उस नंबर को सेव करना आप।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 44,
      "speaker": "customer",
      "start_s": 94.0,
      "end_s": 95.4,
      "text_en": "Yes, so WhatsApp me on this number, sir.",
      "text_native": "हां तो WhatsApp कीजिए ना सर ये नंबर पे।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 45,
      "speaker": "agent",
      "start_s": 95.4,
      "end_s": 97.2,
      "text_en": "I am WhatsApping, I am doing it. I have done it.",
      "text_native": "WhatsApp कर रहा हूं, कर रहा हूं। कर दिया मैंने।"
    },
    {
      "ucid": "21112178843665981",
      "idx": 46,
      "speaker": "customer",
      "start_s": 97.4,
      "end_s": 98.2,
      "text_en": "Okay sir, thank you.",
      "text_native": "Okay sir, thank you."
    },
    {
      "ucid": "21112178843665981",
      "idx": 47,
      "speaker": "agent",
      "start_s": 98.2,
      "end_s": 98.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178843665981",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "JSW One से बात कर रहा था सर, नमस्कार। (I was calling from JSW One, sir, greetings.)",
      "comment": "Agent gave a standard, polite opening identifying the company."
    },
    {
      "ucid": "21112178843665981",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "full",
      "earned": 1.0,
      "questions_hit": 4,
      "evidence": "Is this Avishkar ji speaking? (अविष्कार जी बात कर रहे हैं?)",
      "comment": "Agent confirmed the customer's name, and the other 3 points (city, role, contact number) were established during the conversation."
    },
    {
      "ucid": "21112178843665981",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "Agent only identified business type (trader) and that they are not a current customer. No other discovery questions were attempted as the call was sidetracked by a dealership query."
    },
    {
      "ucid": "21112178843665981",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain the platform's benefits (pricing, TC, availability) at all."
    },
    {
      "ucid": "21112178843665981",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "No, right now sir, the project is on hold. I will talk after some time.",
      "comment": "Agent asked about a current requirement, but after the customer said no, the agent failed to schedule a specific callback date, instead leaving it open-ended."
    },
    {
      "ucid": "21112178843665981",
      "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 without a committed next step; no quote, no specific callback, and no walkthrough was scheduled."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}