{
  "ucid": "21112178843777171",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 17:46:11",
  "end_time": "2026-09-03 17:50:57",
  "duration_sec": 286,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd766deeda187e168edd165474b17be62.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 965,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843777171__DIAd766deeda187e168edd165474b17be62.mp3",
  "audio_bytes": 807192,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 269.064,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] CUSTOMER: Hello   (हेलो)\n[3s] CUSTOMER: Yes, who?   (हां कौन?)\n[4s] AGENT: Sir, I am Karthik speaking from JSW One.   (सर मैं कार्तिक बात कर रहा था जेएसडब्ल्यू वन से।)\n[7s] CUSTOMER: Yes brother, tell me.   (हांजी भैया बोलिए।)\n[8s] AGENT: Sir, in your Haji Abdul Iron Works, will there be any requirement for steel etc. right now?   (सर ये अपना हाजी अब्दुल आयरन वर्क्स में रिक्वायरमेंट होगा अभी कुछ स्टील वगेरा का?)\n[11s] CUSTOMER: Yes, there is a requirement. There is 1.6 HR, 1.2 HR, 1250 2500 and there is 2 mm, 2.5 mm, 3 mm HR.   (हां रिक्वायरमेंट तो है 1.6 एचआर का है, 1.2 एचआर है, 1250 2500 और 2 mm है, 2.5 mm है, 3 mm है एचआर।)\n[19s] AGENT: Okay, you take all these sizes? Standard cut 12 25?   (अच्छा ये सारे साइज लेते हो आप? स्टैंडर्ड कट 12 25?)\n[21s] CUSTOMER: Four by eight.   (चार बाय आठ का।)\n[22s] CUSTOMER: Yes, 12 25.   (हां 12 25।)\n[23s] CUSTOMER: Yes, four by eight.   (हां चार बाय आठ का।)\n[24s] AGENT: Okay, okay. You take four by eight. Do you need it in Bikaner?   (ठीक है, ठीक है। चार बाय आठ का लेते हो। बीकानेर में चाहिए?)\n[27s] CUSTOMER: Yes, in Bikaner. In CR, I need 1 mm, .90, .80 CR.   (हां बीकानेर में। सीआर में चाहिए 1 mm, .90, .80 सीआर।)\n[31s] AGENT: Okay, okay. Yes, no, those sizes are there from your previous inquiry. But I was saying, this is a trading business of yours, right?   (अच्छा अच्छा। हां नहीं वो साइजेस तो आपके पिछली इंक्वायरी के पड़े हैं। लेकिन मैं ये बोल रहा था ये ट्रेडिंग का काम है आपका ना?)\n[35s] CUSTOMER: Yes, it's our trading business.   (हां ट्रेडिंग का काम है अपना।)\n[36s] AGENT: Okay, so all these sizes are in running for you, you stock them?   (अच्छा तो ये सारे साइज रनिंग में रहते हैं आप स्टॉक करते हो इनको?)\n[39s] CUSTOMER: Yes.   (हां।)\n[40s] AGENT: Okay. So it's a regular requirement for you, right?   (ओके। तो रेगुलर रिक्वायरमेंट ही है आपकी है ना?)\n[42s] CUSTOMER: Yes, brother.   (हांजी भैया।)\n[43s] AGENT: Okay, okay. Okay, let me make a quote for this for you once and tell you for one vehicle. Okay?   (ठीक है, ठीक है। ठीक है चलो मैं एक बारी इसका कोट आपको और बना के एक गाड़ी का बताता हूं। ठीक है?)\n[46s] CUSTOMER: Okay, brother. From where will you get the material?   (ओके दादा। कहां से दिलाओगे माल?)\n[48s] AGENT: I... this will come from Jaipur itself.   (मैं ये जयपुर से ही आएगा।)\n[50s] CUSTOMER: It will come from Jaipur? But man, the other people in Jaipur who are giving material, like Ratan ji, there are big traders there, Ratan ji, Uttam Lal ji, they give JSW material, they give it cheaper, you give it expensive. What is the reason for this?   (जयपुर से आ जाएगा? बट यार जो जयपुर के बाकी जो माल दे रहे हैं जैसे रतन जी हो गए वहां बड़े-बड़े व्यापारी हैं रतन जी हो गए उत्तम लाल जी हो गए वो जेएसडब्ल्यू का माल देते हैं वो सस्ता देते हैं आप महंगा देते हो। ये रीजन क्या है?)\n[57s] AGENT: You are saying Ratan ji's is cheaper?   (रतन जी का सस्ता आ रहा है आप बोल रहे हो?)\n[59s] CUSTOMER: What?   (क्या?)\n[60s] AGENT: Hmm hmm hmm hmm.   (हम्म हम्म हम्म हम्म।)\n[61s] CUSTOMER: Will it be cheaper than Ratan ji?   (रतन जी से सस्ता आएगा?)\n[62s] AGENT: No, you are saying you get it cheaper from Ratan ji than from us, directly?   (नहीं आप बोल रहे हो रतन जी का हमसे सस्ता मिल जाता है आपको डायरेक्ट?)\n[65s] CUSTOMER: Yes. Yes.   (हां। हां।)\n[66s] CUSTOMER: Earlier there was some Abhishek ji, he had also, I mean, contacted me.   (पहले अभिषेक जी है कोई उन्होंने भी मुझे मतलब कांटेक्ट किया था।)\n[68s] AGENT: Yes, yes, yes.   (हां हां हां।)\n[69s] CUSTOMER: So, in his rate and Ratan ji's rate, there was a difference of two to three rupees per kilo.   (तो उनकी रेट में और रतन जी की रेट में दो-दो तीन-तीन रुपए किलो का डिफरेंस आ गया।)\n[72s] AGENT: Okay.   (अच्छा।)\n[73s] CUSTOMER: So then what's the point of taking from JSW, then I will take it from Ratan ji himself. Now, from you, I can't take less than three tons, I have a requirement of two tons. I will take two tons from Ratan ji, that will be cheaper for me too.   (तो फिर क्या मतलब जेएसडब्ल्यू का भी लें फिर तो मैं रतन जी से ही ले लूंगा। अब आपके तो तीन टन से नीचे नहीं ले सकता मुझे दो टन की रिक्वायरमेंट है। मैं तो दो टन रतन जी से ले लूंगा वो सस्ता भी पड़ेगा मेरे।)\n[80s] AGENT: Hmm, that's a valid point, sir. Okay, I will... about this   (हम्म बात तो सही है सर। चलो मैं इस बारे में)\n[82s] CUSTOMER: You tell me this, tell me this, how are they giving it cheaper than you? You properly say you are from JSW, that we are from JSW. Then how are they giving it cheaper than you to me?   (ये बताओ आप ये बताओ आप आपसे सस्ता कैसे दे रहे हैं वो? आप जेएसडब्ल्यू से प्रॉपर्ली बोलते हो कि हम जेएसडब्ल्यू से हैं। तो फिर आपसे सस्ता कैसे दे रहे हैं वो मुझे?)\n[87s] AGENT: Sir, in Jaipur, you know, it's our seller and distributor. I... In Ghaziabad, I stock the material, my own. Right? So that is my cheapest. Ghaziabad.   (सर वो जयपुर में ना अपना ये सेलर और डिस्ट्रीब्यूटर ही है। मैं गाजियाबाद में तो मैं स्टॉक करता हूं मटेरियल अपना खुद का। है ना? तो वो तो मेरा चीपेस्ट रहता है। गाजियाबाद।)\n[94s] CUSTOMER: So I'll pick it up from Ghaziabad, okay I'll pick it up from Ghaziabad. If you say so, I can pick up the material from Faridabad.   (तो गाजियाबाद से उठा लूं चलो मैं गाजियाबाद से उठा लूं। आप कहो तो फरीदाबाद से उठा लूं माल तो।)\n[97s] AGENT: Okay, fine. You'll pick it up from Ghaziabad   (चलो ठीक है। गाजियाबाद उठा लोगे आप)\n[98s] CUSTOMER: My material comes from Faridabad, it comes from Sonatech, S... that SF... aren't they the SF Agarwal people?   (मेरा फरीदाबाद से माल आता है सोनाटेक से आता है एस वो एसएफ वो एसएफ अग्रवाल वाले नहीं है?)\n[102s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[103s] CUSTOMER: It comes from them.   (उनसे आता है।)\n[104s] AGENT: SK Agarwal.   (एसके अग्रवाल।)\n[105s] CUSTOMER: Yes, SK Agarwal, right?   (हां एसके अग्रवाल है ना?)\n[106s] AGENT: Yes, yes. Theirs.   (हां हां। उनके।)\n[107s] CUSTOMER: Yes, SK Agarwal is our own distributor. Okay, so this I will... for you   (हां एसके अग्रवाल तो अपने ही डिस्ट्रीब्यूटर हैं। अच्छा तो ये आपको मैं)\n[109s] AGENT: Okay, I'll tell you the Ghaziabad rate, you compare it then, how much it's costing. Okay?   (ठीक है गाजियाबाद का रेट बताता हूं आप कंपेयर करना फिर उसे कितना क्या पड़ रहा है। ठीक है?)\n[113s] CUSTOMER: SK... In SK Agarwal, like Manoj ji is there, sitting there.   (एसके एसके अग्रवाल में जैसे मनोज जी हैं वहां बैठे हैं।)\n[115s] AGENT: Yes.   (हां।)\n[116s] CUSTOMER: So, I mean, I keep having deals with him, with Manoj ji, the Sonatech people, there are one or two more who are from our Bikaner and have shifted to Ghaziabad... I mean Faridabad.   (तो उनसे मतलब मेरी डील होती रहती है मनोज जी से, सोनाटेक वाले हो गए, एक दो और हैं जो हमारे बीकानेर के गाजियाबाद मतलब फरीदाबाद में शिफ्ट हो गए हैं।)\n[121s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[122s] CUSTOMER: So we take from them as well. Material comes from Delhi Narayana.   (तो उनसे भी लेते हैं। दिल्ली नारायणा से माल आता है।)\n[124s] AGENT: Okay.   (अच्छा।)\n[125s] CUSTOMER: From Delhi, the freight becomes expensive, so I don't prefer to take from Delhi.   (दिल्ली से तो भाड़ा महंगा पड़ जाता है जब दिल्ली से लेना पसंद नहीं करता मैं।)\n[128s] AGENT: Yes, exactly. It will be expensive because of the green toll.   (हां वही वही। ग्रीन टोल की वजह से महंगा ही पड़ेगा।)\n[130s] CUSTOMER: No, the freight for Ghaziabad and Jaipur is the same for me.   (नहीं गाजियाबाद का जयपुर का मुझे बराबर ही भाड़ा पड़ रहा है।)\n[132s] AGENT: Okay.   (अच्छा।)\n[133s] CUSTOMER: It's just that from there, from Ghaziabad, I have to take a full 25-ton vehicle.   (बस ये वहां से गाजियाबाद से पूरी 25 टन लेना पड़ता है मुझे गाड़ी।)\n[135s] AGENT: Okay.   (अच्छा।)\n[136s] CUSTOMER: Yes.   (हां।)\n[137s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[138s] CUSTOMER: That vehicle comes to me for one and a quarter rupees per kilo in freight.   (जो वो मेरे सवा रुपए किलो भाड़े में आ जाती है गाड़ी।)\n[140s] AGENT: Yes, yes.   (हां हां।)\n[141s] CUSTOMER: From Jaipur, it's one rupee per kilo.   (जयपुर से एक रुपए किलो आता है।)\n[144s] CUSTOMER: Look brother, wherever it's cheaper, I'll take it from there.   (देखो दादा सस्ता पड़ेगा जो मैं वहां से लूंगा।)\n[146s] AGENT: No, that's a valid point.   (नहीं बात तो सही है।)\n[147s] CUSTOMER: Even for two-two hundred and fifty rupees, no one   (दो ढाई सौ रुपए पर भी कोई नहीं)\n[148s] AGENT: Okay, you try.   (चलो आप ट्राई करो।)\n[149s] CUSTOMER: Okay brother.   (ओके दादा।)\n[150s] AGENT: I'll tell you, I'll definitely tell you. Okay, thank you.   (बताता हूं पक्का बताता हूं। ओके थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 70,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "70 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer raises a strong price objection, handle it using the playbook (e.g., focus on landed cost) and then steer the conversation back to your discovery questions to regain control of the call.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": 2.0,
  "moq_severity": "medium",
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "not_in_stockyard",
  "supply_details": "Agent states that for Jaipur delivery, the material comes from a distributor, not a JSW One stockyard, and pivots to his own stock in Ghaziabad.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader from Bikaner, provided a list of required HR/CR materials but immediately raised a strong price objection, claiming local distributors are cheaper. The agent was unable to effectively counter this, instead trying to pivot the supply location from Jaipur to his own stockyard in Ghaziabad. The call ended without a firm next step after the agent failed to regain control of the conversation.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am Karthik speaking from JSW One.\", \"comment\": \"Agent identified JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, in your Haji Abdul Iron Works, will there be any requirement for steel etc. right now?\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to a requirement check.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"this is a trading business of yours, right?\", \"comment\": \"Agent only confirmed the business type (trader) and learned about suppliers (volunteered by customer), missing 4 of the 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"In Ghaziabad, I stock the material, my own. Right? So that is my cheapest. Ghaziabad.\", \"comment\": \"Agent attempted to pitch a relevant USP (own stockyard implying better price) in response to the customer's price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, there is a requirement. There is 1.6 HR, 1.2 HR, 1250 2500 and there is 2 mm, 2.5 mm, 3 mm HR.\", \"comment\": \"Although the customer listed materials, the agent failed to capture critical qualifying information like quantity and required delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll tell you, I'll definitely tell you. Okay, thank you.\", \"comment\": \"The call ended with a vague promise, not an explicit, committed next step with an agreed turnaround time for a quote.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer raises a strong price objection, handle it using the playbook (e.g., focus on landed cost) and then steer the conversation back to your discovery questions to regain control of the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": \"2\", \"moq_severity\": \"medium\", \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent states that for Jaipur delivery, the material comes from a distributor, not a JSW One stockyard, and pivots to his own stock in Ghaziabad.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"they give JSW material, they give it cheaper, you give it expensive. What is the reason for this?\", \"response\": \"Sir, in Jaipur, you know, it's our seller and distributor. I... In Ghaziabad, I stock the material, my own. Right? So that is my cheapest. Ghaziabad.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"So then what's the point of taking from JSW, then I will take it from Ratan ji himself.\", \"response\": \"Okay, I'll tell you the Ghaziabad rate, you compare it then, how much it's costing. Okay?\"}], \"call_summary\": \"The customer, a trader from Bikaner, provided a list of required HR/CR materials but immediately raised a strong price objection, claiming local distributors are cheaper. The agent was unable to effectively counter this, instead trying to pivot the supply location from Jaipur to his own stockyard in Ghaziabad. The call ended without a firm next step after the agent failed to regain control of the conversation.\"}",
  "error": null,
  "latency_ms": 40693,
  "input_tokens": 5349,
  "output_tokens": 1108,
  "created_at": "2026-09-25 11:36:29",
  "sentiment": "negative",
  "sentiment_score": -0.438,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 15,
  "lex_hits": 12,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.41,
  "agent_talk_sec": 54.8,
  "customer_talk_sec": 78.9,
  "dead_air_sec": 152.3,
  "longest_monologue_sec": 7.2,
  "agent_wpm": 283.6,
  "interruptions": 0,
  "agent_turns": 32,
  "customer_turns": 38,
  "discovery_qs": 12,
  "words_agent": 259,
  "words_customer": 460,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843777171",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.2,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843777171",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 2.93,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178843777171",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.8,
      "text_en": "Yes, who?",
      "text_native": "हां कौन?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.06,
      "end_s": 6.2,
      "text_en": "Sir, I am Karthik speaking from JSW One.",
      "text_native": "सर मैं कार्तिक बात कर रहा था जेएसडब्ल्यू वन से।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.7,
      "end_s": 7.56,
      "text_en": "Yes brother, tell me.",
      "text_native": "हांजी भैया बोलिए।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.8,
      "end_s": 11.3,
      "text_en": "Sir, in your Haji Abdul Iron Works, will there be any requirement for steel etc. right now?",
      "text_native": "सर ये अपना हाजी अब्दुल आयरन वर्क्स में रिक्वायरमेंट होगा अभी कुछ स्टील वगेरा का?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 18.9,
      "text_en": "Yes, there is a requirement. There is 1.6 HR, 1.2 HR, 1250 2500 and there is 2 mm, 2.5 mm, 3 mm HR.",
      "text_native": "हां रिक्वायरमेंट तो है 1.6 एचआर का है, 1.2 एचआर है, 1250 2500 और 2 mm है, 2.5 mm है, 3 mm है एचआर।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 7,
      "speaker": "agent",
      "start_s": 19.1,
      "end_s": 21.2,
      "text_en": "Okay, you take all these sizes? Standard cut 12 25?",
      "text_native": "अच्छा ये सारे साइज लेते हो आप? स्टैंडर्ड कट 12 25?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.2,
      "end_s": 22.0,
      "text_en": "Four by eight.",
      "text_native": "चार बाय आठ का।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 22.5,
      "text_en": "Yes, 12 25.",
      "text_native": "हां 12 25।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.9,
      "end_s": 23.6,
      "text_en": "Yes, four by eight.",
      "text_native": "हां चार बाय आठ का।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.3,
      "end_s": 26.8,
      "text_en": "Okay, okay. You take four by eight. Do you need it in Bikaner?",
      "text_native": "ठीक है, ठीक है। चार बाय आठ का लेते हो। बीकानेर में चाहिए?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 31.0,
      "text_en": "Yes, in Bikaner. In CR, I need 1 mm, .90, .80 CR.",
      "text_native": "हां बीकानेर में। सीआर में चाहिए 1 mm, .90, .80 सीआर।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.0,
      "end_s": 35.2,
      "text_en": "Okay, okay. Yes, no, those sizes are there from your previous inquiry. But I was saying, this is a trading business of yours, right?",
      "text_native": "अच्छा अच्छा। हां नहीं वो साइजेस तो आपके पिछली इंक्वायरी के पड़े हैं। लेकिन मैं ये बोल रहा था ये ट्रेडिंग का काम है आपका ना?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 36.5,
      "text_en": "Yes, it's our trading business.",
      "text_native": "हां ट्रेडिंग का काम है अपना।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 38.8,
      "text_en": "Okay, so all these sizes are in running for you, you stock them?",
      "text_native": "अच्छा तो ये सारे साइज रनिंग में रहते हैं आप स्टॉक करते हो इनको?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 16,
      "speaker": "customer",
      "start_s": 38.8,
      "end_s": 39.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 17,
      "speaker": "agent",
      "start_s": 39.6,
      "end_s": 41.6,
      "text_en": "Okay. So it's a regular requirement for you, right?",
      "text_native": "ओके। तो रेगुलर रिक्वायरमेंट ही है आपकी है ना?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.9,
      "end_s": 42.4,
      "text_en": "Yes, brother.",
      "text_native": "हांजी भैया।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.6,
      "end_s": 46.2,
      "text_en": "Okay, okay. Okay, let me make a quote for this for you once and tell you for one vehicle. Okay?",
      "text_native": "ठीक है, ठीक है। ठीक है चलो मैं एक बारी इसका कोट आपको और बना के एक गाड़ी का बताता हूं। ठीक है?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 20,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 47.8,
      "text_en": "Okay, brother. From where will you get the material?",
      "text_native": "ओके दादा। कहां से दिलाओगे माल?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 21,
      "speaker": "agent",
      "start_s": 48.0,
      "end_s": 49.8,
      "text_en": "I... this will come from Jaipur itself.",
      "text_native": "मैं ये जयपुर से ही आएगा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 22,
      "speaker": "customer",
      "start_s": 50.1,
      "end_s": 57.2,
      "text_en": "It will come from Jaipur? But man, the other people in Jaipur who are giving material, like Ratan ji, there are big traders there, Ratan ji, Uttam Lal ji, they give JSW material, they give it cheaper, you give it expensive. What is the reason for this?",
      "text_native": "जयपुर से आ जाएगा? बट यार जो जयपुर के बाकी जो माल दे रहे हैं जैसे रतन जी हो गए वहां बड़े-बड़े व्यापारी हैं रतन जी हो गए उत्तम लाल जी हो गए वो जेएसडब्ल्यू का माल देते हैं वो सस्ता देते हैं आप महंगा देते हो। ये रीजन क्या है?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 23,
      "speaker": "agent",
      "start_s": 57.2,
      "end_s": 58.8,
      "text_en": "You are saying Ratan ji's is cheaper?",
      "text_native": "रतन जी का सस्ता आ रहा है आप बोल रहे हो?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 24,
      "speaker": "customer",
      "start_s": 59.0,
      "end_s": 59.3,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 25,
      "speaker": "agent",
      "start_s": 59.8,
      "end_s": 60.8,
      "text_en": "Hmm hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 26,
      "speaker": "customer",
      "start_s": 61.2,
      "end_s": 62.2,
      "text_en": "Will it be cheaper than Ratan ji?",
      "text_native": "रतन जी से सस्ता आएगा?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 27,
      "speaker": "agent",
      "start_s": 62.5,
      "end_s": 64.8,
      "text_en": "No, you are saying you get it cheaper from Ratan ji than from us, directly?",
      "text_native": "नहीं आप बोल रहे हो रतन जी का हमसे सस्ता मिल जाता है आपको डायरेक्ट?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 28,
      "speaker": "customer",
      "start_s": 64.8,
      "end_s": 65.6,
      "text_en": "Yes. Yes.",
      "text_native": "हां। हां।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 29,
      "speaker": "customer",
      "start_s": 66.2,
      "end_s": 68.4,
      "text_en": "Earlier there was some Abhishek ji, he had also, I mean, contacted me.",
      "text_native": "पहले अभिषेक जी है कोई उन्होंने भी मुझे मतलब कांटेक्ट किया था।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 30,
      "speaker": "agent",
      "start_s": 68.4,
      "end_s": 69.0,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 31,
      "speaker": "customer",
      "start_s": 69.3,
      "end_s": 72.0,
      "text_en": "So, in his rate and Ratan ji's rate, there was a difference of two to three rupees per kilo.",
      "text_native": "तो उनकी रेट में और रतन जी की रेट में दो-दो तीन-तीन रुपए किलो का डिफरेंस आ गया।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 32,
      "speaker": "agent",
      "start_s": 72.4,
      "end_s": 72.8,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 33,
      "speaker": "customer",
      "start_s": 73.2,
      "end_s": 80.2,
      "text_en": "So then what's the point of taking from JSW, then I will take it from Ratan ji himself. Now, from you, I can't take less than three tons, I have a requirement of two tons. I will take two tons from Ratan ji, that will be cheaper for me too.",
      "text_native": "तो फिर क्या मतलब जेएसडब्ल्यू का भी लें फिर तो मैं रतन जी से ही ले लूंगा। अब आपके तो तीन टन से नीचे नहीं ले सकता मुझे दो टन की रिक्वायरमेंट है। मैं तो दो टन रतन जी से ले लूंगा वो सस्ता भी पड़ेगा मेरे।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 34,
      "speaker": "agent",
      "start_s": 80.2,
      "end_s": 82.0,
      "text_en": "Hmm, that's a valid point, sir. Okay, I will... about this",
      "text_native": "हम्म बात तो सही है सर। चलो मैं इस बारे में"
    },
    {
      "ucid": "21112178843777171",
      "idx": 35,
      "speaker": "customer",
      "start_s": 82.0,
      "end_s": 86.4,
      "text_en": "You tell me this, tell me this, how are they giving it cheaper than you? You properly say you are from JSW, that we are from JSW. Then how are they giving it cheaper than you to me?",
      "text_native": "ये बताओ आप ये बताओ आप आपसे सस्ता कैसे दे रहे हैं वो? आप जेएसडब्ल्यू से प्रॉपर्ली बोलते हो कि हम जेएसडब्ल्यू से हैं। तो फिर आपसे सस्ता कैसे दे रहे हैं वो मुझे?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 36,
      "speaker": "agent",
      "start_s": 86.6,
      "end_s": 93.8,
      "text_en": "Sir, in Jaipur, you know, it's our seller and distributor. I... In Ghaziabad, I stock the material, my own. Right? So that is my cheapest. Ghaziabad.",
      "text_native": "सर वो जयपुर में ना अपना ये सेलर और डिस्ट्रीब्यूटर ही है। मैं गाजियाबाद में तो मैं स्टॉक करता हूं मटेरियल अपना खुद का। है ना? तो वो तो मेरा चीपेस्ट रहता है। गाजियाबाद।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 37,
      "speaker": "customer",
      "start_s": 93.8,
      "end_s": 96.8,
      "text_en": "So I'll pick it up from Ghaziabad, okay I'll pick it up from Ghaziabad. If you say so, I can pick up the material from Faridabad.",
      "text_native": "तो गाजियाबाद से उठा लूं चलो मैं गाजियाबाद से उठा लूं। आप कहो तो फरीदाबाद से उठा लूं माल तो।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 38,
      "speaker": "agent",
      "start_s": 96.8,
      "end_s": 98.4,
      "text_en": "Okay, fine. You'll pick it up from Ghaziabad",
      "text_native": "चलो ठीक है। गाजियाबाद उठा लोगे आप"
    },
    {
      "ucid": "21112178843777171",
      "idx": 39,
      "speaker": "customer",
      "start_s": 98.4,
      "end_s": 102.4,
      "text_en": "My material comes from Faridabad, it comes from Sonatech, S... that SF... aren't they the SF Agarwal people?",
      "text_native": "मेरा फरीदाबाद से माल आता है सोनाटेक से आता है एस वो एसएफ वो एसएफ अग्रवाल वाले नहीं है?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 40,
      "speaker": "agent",
      "start_s": 102.4,
      "end_s": 102.8,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 41,
      "speaker": "customer",
      "start_s": 103.0,
      "end_s": 103.6,
      "text_en": "It comes from them.",
      "text_native": "उनसे आता है।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 42,
      "speaker": "agent",
      "start_s": 104.2,
      "end_s": 104.8,
      "text_en": "SK Agarwal.",
      "text_native": "एसके अग्रवाल।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 43,
      "speaker": "customer",
      "start_s": 105.0,
      "end_s": 105.8,
      "text_en": "Yes, SK Agarwal, right?",
      "text_native": "हां एसके अग्रवाल है ना?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 44,
      "speaker": "agent",
      "start_s": 106.0,
      "end_s": 106.8,
      "text_en": "Yes, yes. Theirs.",
      "text_native": "हां हां। उनके।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 45,
      "speaker": "customer",
      "start_s": 107.4,
      "end_s": 109.4,
      "text_en": "Yes, SK Agarwal is our own distributor. Okay, so this I will... for you",
      "text_native": "हां एसके अग्रवाल तो अपने ही डिस्ट्रीब्यूटर हैं। अच्छा तो ये आपको मैं"
    },
    {
      "ucid": "21112178843777171",
      "idx": 46,
      "speaker": "agent",
      "start_s": 109.4,
      "end_s": 112.8,
      "text_en": "Okay, I'll tell you the Ghaziabad rate, you compare it then, how much it's costing. Okay?",
      "text_native": "ठीक है गाजियाबाद का रेट बताता हूं आप कंपेयर करना फिर उसे कितना क्या पड़ रहा है। ठीक है?"
    },
    {
      "ucid": "21112178843777171",
      "idx": 47,
      "speaker": "customer",
      "start_s": 113.0,
      "end_s": 115.0,
      "text_en": "SK... In SK Agarwal, like Manoj ji is there, sitting there.",
      "text_native": "एसके एसके अग्रवाल में जैसे मनोज जी हैं वहां बैठे हैं।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 48,
      "speaker": "agent",
      "start_s": 115.2,
      "end_s": 115.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 49,
      "speaker": "customer",
      "start_s": 116.0,
      "end_s": 121.0,
      "text_en": "So, I mean, I keep having deals with him, with Manoj ji, the Sonatech people, there are one or two more who are from our Bikaner and have shifted to Ghaziabad... I mean Faridabad.",
      "text_native": "तो उनसे मतलब मेरी डील होती रहती है मनोज जी से, सोनाटेक वाले हो गए, एक दो और हैं जो हमारे बीकानेर के गाजियाबाद मतलब फरीदाबाद में शिफ्ट हो गए हैं।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 50,
      "speaker": "agent",
      "start_s": 121.2,
      "end_s": 121.6,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 51,
      "speaker": "customer",
      "start_s": 121.8,
      "end_s": 123.6,
      "text_en": "So we take from them as well. Material comes from Delhi Narayana.",
      "text_native": "तो उनसे भी लेते हैं। दिल्ली नारायणा से माल आता है।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 52,
      "speaker": "agent",
      "start_s": 124.0,
      "end_s": 124.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 53,
      "speaker": "customer",
      "start_s": 125.2,
      "end_s": 127.6,
      "text_en": "From Delhi, the freight becomes expensive, so I don't prefer to take from Delhi.",
      "text_native": "दिल्ली से तो भाड़ा महंगा पड़ जाता है जब दिल्ली से लेना पसंद नहीं करता मैं।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 54,
      "speaker": "agent",
      "start_s": 127.6,
      "end_s": 129.6,
      "text_en": "Yes, exactly. It will be expensive because of the green toll.",
      "text_native": "हां वही वही। ग्रीन टोल की वजह से महंगा ही पड़ेगा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 55,
      "speaker": "customer",
      "start_s": 129.6,
      "end_s": 131.4,
      "text_en": "No, the freight for Ghaziabad and Jaipur is the same for me.",
      "text_native": "नहीं गाजियाबाद का जयपुर का मुझे बराबर ही भाड़ा पड़ रहा है।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 56,
      "speaker": "agent",
      "start_s": 131.6,
      "end_s": 132.0,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 57,
      "speaker": "customer",
      "start_s": 132.6,
      "end_s": 135.0,
      "text_en": "It's just that from there, from Ghaziabad, I have to take a full 25-ton vehicle.",
      "text_native": "बस ये वहां से गाजियाबाद से पूरी 25 टन लेना पड़ता है मुझे गाड़ी।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 58,
      "speaker": "agent",
      "start_s": 135.2,
      "end_s": 135.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 59,
      "speaker": "customer",
      "start_s": 136.0,
      "end_s": 136.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 60,
      "speaker": "agent",
      "start_s": 136.8,
      "end_s": 137.6,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 61,
      "speaker": "customer",
      "start_s": 138.2,
      "end_s": 140.4,
      "text_en": "That vehicle comes to me for one and a quarter rupees per kilo in freight.",
      "text_native": "जो वो मेरे सवा रुपए किलो भाड़े में आ जाती है गाड़ी।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 62,
      "speaker": "agent",
      "start_s": 140.4,
      "end_s": 140.8,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 63,
      "speaker": "customer",
      "start_s": 141.2,
      "end_s": 142.4,
      "text_en": "From Jaipur, it's one rupee per kilo.",
      "text_native": "जयपुर से एक रुपए किलो आता है।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 64,
      "speaker": "customer",
      "start_s": 143.6,
      "end_s": 145.4,
      "text_en": "Look brother, wherever it's cheaper, I'll take it from there.",
      "text_native": "देखो दादा सस्ता पड़ेगा जो मैं वहां से लूंगा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 65,
      "speaker": "agent",
      "start_s": 145.6,
      "end_s": 146.4,
      "text_en": "No, that's a valid point.",
      "text_native": "नहीं बात तो सही है।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 66,
      "speaker": "customer",
      "start_s": 146.8,
      "end_s": 148.0,
      "text_en": "Even for two-two hundred and fifty rupees, no one",
      "text_native": "दो ढाई सौ रुपए पर भी कोई नहीं"
    },
    {
      "ucid": "21112178843777171",
      "idx": 67,
      "speaker": "agent",
      "start_s": 148.2,
      "end_s": 149.0,
      "text_en": "Okay, you try.",
      "text_native": "चलो आप ट्राई करो।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 68,
      "speaker": "customer",
      "start_s": 149.0,
      "end_s": 149.8,
      "text_en": "Okay brother.",
      "text_native": "ओके दादा।"
    },
    {
      "ucid": "21112178843777171",
      "idx": 69,
      "speaker": "agent",
      "start_s": 149.8,
      "end_s": 151.8,
      "text_en": "I'll tell you, I'll definitely tell you. Okay, thank you.",
      "text_native": "बताता हूं पक्का बताता हूं। ओके थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843777171",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I am Karthik speaking from JSW One.",
      "comment": "Agent identified JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178843777171",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, in your Haji Abdul Iron Works, will there be any requirement for steel etc. right now?",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to a requirement check."
    },
    {
      "ucid": "21112178843777171",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "this is a trading business of yours, right?",
      "comment": "Agent only confirmed the business type (trader) and learned about suppliers (volunteered by customer), missing 4 of the 6 required discovery questions."
    },
    {
      "ucid": "21112178843777171",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "In Ghaziabad, I stock the material, my own. Right? So that is my cheapest. Ghaziabad.",
      "comment": "Agent attempted to pitch a relevant USP (own stockyard implying better price) in response to the customer's price objection."
    },
    {
      "ucid": "21112178843777171",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, there is a requirement. There is 1.6 HR, 1.2 HR, 1250 2500 and there is 2 mm, 2.5 mm, 3 mm HR.",
      "comment": "Although the customer listed materials, the agent failed to capture critical qualifying information like quantity and required delivery date."
    },
    {
      "ucid": "21112178843777171",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll tell you, I'll definitely tell you. Okay, thank you.",
      "comment": "The call ended with a vague promise, not an explicit, committed next step with an agreed turnaround time for a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178843777171",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "they give JSW material, they give it cheaper, you give it expensive. What is the reason for this?",
      "response": "Sir, in Jaipur, you know, it's our seller and distributor. I... In Ghaziabad, I stock the material, my own. Right? So that is my cheapest. Ghaziabad."
    },
    {
      "ucid": "21112178843777171",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "So then what's the point of taking from JSW, then I will take it from Ratan ji himself.",
      "response": "Okay, I'll tell you the Ghaziabad rate, you compare it then, how much it's costing. Okay?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "price"
  ]
}