{
  "ucid": "21112178849922341",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 10:50:23",
  "end_time": "2026-09-04 10:53:42",
  "duration_sec": 199,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Does_not_deal_Steel",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA192cc9681f7fc99e0c7ad5174a0dba3d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 930,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178849922341__DIA192cc9681f7fc99e0c7ad5174a0dba3d.mp3",
  "audio_bytes": 533952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 177.984,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello, am I speaking with Gautam ji from Jay Shri Mahakal Enterprise?   (हेलो, गौतम जी बात कर रहे हैं ये जय श्री महाकाल एंटरप्राइज से?)\n[8s] CUSTOMER: Yes, who is this?   (जी कौन?)\n[9s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[11s] CUSTOMER: Yes, tell me.   (जी बोलिए।)\n[12s] AGENT: Sir, your account was recently registered, so I wanted to know a little about your business. What is your nature of business, sir?   (आपका सर ये अकाउंट रिसेंटली रजिस्टर हुआ था, तो आप ही थोड़ा बिज़नेस के बारे में जानना था। नेचर ऑफ़ बिज़नेस क्या है आपका सर?)\n[17s] CUSTOMER: Yes, tell me.   (जी बताइए।)\n[18s] AGENT: What is the business nature of Jay Shri Mahakali, sir?   (जय श्री महाकाली का बिज़नेस नेचर क्या है सर?)\n[20s] CUSTOMER: What do I do? I have a retail shop.   (क्या करते हैं? रिटेल शॉप है मेरी।)\n[22s] AGENT: Okay, retail. Is your work only purely retail?   (ओके, रिटेल। ओनली प्योरली रिटेल का काम रहता है आपको?)\n[24s] CUSTOMER: Yes, it's purely retail.   (हां, प्योरली रिटेल है।)\n[26s] AGENT: So, like, JSW One provides in mild steel, it gives HR, it gives CR, it gives all the raw materials of mild steel. What do you require from these, sir?   (तो जैसे जो JSW One है वो माइल्ड स्टील में देता है, एच आर देता है, सी आर देता है, माइल्ड स्टील के जितने भी रॉ मटेरियल्स होते हैं वो देता है। इनमें से आपको क्या चाहिए रहता है सर?)\n[33s] CUSTOMER: Sir, in that I had seen your... this one-inch curtain rod that comes, I had seen that.   (सर मैंने उसमें आपका अपना ये एक इंच का जो कर्टेन रॉड आती है ना, वो देखा था।)\n[37s] AGENT: Curtain rod?   (कर्टेन रॉड?)\n[38s] CUSTOMER: Yes. The one that comes in SS.   (हां जी। एस एस की जो आती है।)\n[40s] AGENT: One inch. We don't do SS, sir, we do mild steel.   (एक इंच का। एस एस का तो नहीं करते सर, माइल्ड स्टील का करते हैं।)\n[43s] CUSTOMER: Oh, is that so?   (अच्छा, ऐसा है?)\n[44s] AGENT: Yes, yes.   (हां हां।)\n[45s] CUSTOMER: No, I had done it on that basis. If it's not there, then no problem, I will remove it from there.   (नहीं, मैंने उसी के बेसिस पे किया था। अगर नहीं है तो फिर कोई बात नहीं, तो मैं उसमें से हटा दूंगा।)\n[49s] AGENT: Okay. Yes, I mean this is what we have, our mild steel has HR, CR, GP, PP, GL, wire rods, all these things are there.   (अच्छा। हां, मतलब यही रहता है, माइल्ड स्टील का अपना एच आर रहता है, सी आर, जी पी, पी पी, जी एल, वायर रॉड्स, ये सब चीजें रहती हैं।)\n[54s] CUSTOMER: Actually, I have a hardware and paint shop.   (एक्चुअली मेरी हार्डवेयर और पेंट की शॉप है।)\n[56s] AGENT: Oh, you take paints as well?   (अच्छा, पेंट्स भी लेते हो आप?)\n[57s] CUSTOMER: Yes.   (हां जी।)\n[58s] AGENT: Which paint do you take, I mean?   (पेंट आप कौनसा मतलब लेते हो?)\n[60s] CUSTOMER: I have Asian Paints and Dulux.   (मेरे पास एशियन पेंट और ड्यूलक्स है।)\n[62s] AGENT: Asian Paints and Dulux. How much, I mean, what is the monthly consumption of paint? How many liters is it?   (एशियन पेंट्स एंड ड्यूलक्स। कितना मतलब मंथली कितना कंसम्पशन रहता है पेंट का? कितने लीटर्स का रहता है?)\n[66s] CUSTOMER: Sir, I don't have an estimate for that, but my project work is more.   (सर उसका तो कुछ अंदाज़ा है नहीं, लेकिन मेरा प्रोजेक्ट वर्क ज्यादा है।)\n[69s] AGENT: In paints?   (पेंट्स में?)\n[70s] CUSTOMER: Yes.   (हां जी।)\n[70s] AGENT: So that's what I was asking, I mean, like in one project, how many liters of paint do you supply, after taking it?   (तो वही पूछ रहा था मतलब जैसे एक प्रोजेक्ट में आपका कितना लीटर पेंट आप सप्लाई करते हो और लेकर?)\n[74s] CUSTOMER: Sir, in paint, if I estimate, then at least my project material worth one crore goes in a year.   (सर पेंट में अगर मैं अंदाज़ा लगाऊं तो कम से कम मेरा एक करोड़ का एक साल में प्रोजेक्ट का माल जाता है।)\n[80s] AGENT: Project material worth one crore goes in a year. Okay.   (एक करोड़ का एक साल में प्रोजेक्ट का माल जाता है। ओके।)\n[83s] CUSTOMER: Yes.   (जी।)\n[84s] AGENT: Okay. So sir, I mean, we also provide paints etc. Our   (ओके। तो सर मतलब हम पेंट्स वगैरह भी देते हैं। हमारा जो)\n[86s] CUSTOMER: For paint, sir, I already have Dulux.   (पेंट का तो सर ऑलरेडी है मेरे पास ड्यूलक्स।)\n[88s] AGENT: No, we also give directly from the company. JSW   (नहीं, हम कंपनी से डायरेक्ट भी देते हैं। जे एस डब्ल्यू)\n[89s] CUSTOMER: Mine is coming from the company itself, sir.   (मेरा कंपनी से ही आ रहा है सर।)\n[91s] AGENT: Which company is it coming from?   (कौनसी कंपनी से आ रहा है?)\n[92s] CUSTOMER: Dulux is coming directly from the company.   (ड्यूलक्स का डायरेक्ट कंपनी से ही आ रहा है।)\n[94s] AGENT: Okay, okay. So would you like to take JSW paints etc.? JSW's Colouron etc.   (अच्छा अच्छा। तो ये JSW पेंट्स वगैरह लेना चाहेंगे? JSW का कलरॉन वगैरह)\n[97s] CUSTOMER: No, JSW... but now whether I count JSW or Dulux, it's the same thing, right?   (नहीं, JSW लेकिन अभी JSW गिनूं या ड्यूलक्स गिनूं, बात तो एक ही है ना?)\n[100s] AGENT: No sir, there is a quality issue, I mean not an issue, there is a difference.   (नहीं सर, क्वालिटी का इशू होता है, मतलब इशू तो नहीं, डिफरेंस होता है।)\n[102s] CUSTOMER: No, the difference... in everyone's different company's paints...   (ना, डिफरेंस तो सबके एक अलग-अलग कंपनी के पेंट्स के उसमें)\n[105s] CUSTOMER: No one takes JSW in the market on this side yet.   (JSW का अभी इस साइड मार्केट में कोई लेता नहीं है।)\n[108s] AGENT: Okay.   (अच्छा।)\n[108s] CUSTOMER: So sir, what is this, it's completely... where my... where my shop is, that is a completely developed area now.   (तो सर ये क्या है पूरा मेरी जहां मेरी जहां शॉप है ना, वो अभी पूरा डेवलप एरिया है।)\n[112s] AGENT: Okay.   (अच्छा।)\n[113s] CUSTOMER: Yes.   (जी।)\n[114s] CUSTOMER: If there is a requirement in the future, I will let you know.   (इन फ्यूचर अगर रिक्वायरमेंट रहेगी तो मैं आपको बता दूंगा।)\n[117s] AGENT: Okay.   (अच्छा।)\n[118s] AGENT: Okay, okay, let me know.   (ठीक है, ठीक है, बता दीजिएगा।)\n[120s] CUSTOMER: Yes, okay.   (हां जी, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 51,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "51 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"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 initial request is for a product we don't sell, you must still complete the basic profiling and discovery steps to check for other potential needs before closing 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": "SS curtain rod",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registrant who turned out to be a hardware/paint retailer. The customer's initial interest was in stainless steel curtain rods, a product JSW does not offer. The agent correctly identified this and pivoted to JSW Paints, but the customer was not interested, citing a strong relationship with an existing supplier and low local demand for the JSW brand. The call concluded without any opportunity or defined follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, your account was recently registered, so I wanted to know a little about your business.\", \"comment\": \"The agent gave a standard, non-pushy opening that stated the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name and company, failing to ask for procurement city, decision-making authority, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 3, \"evidence\": \"\", \"comment\": \"The call was immediately derailed by a product mismatch (SS steel); while the agent pivoted to paints and asked about brands/consumption, they did not hit the minimum threshold of 4 questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent listed product categories but did not explain any platform value propositions like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer had no requirement for the offered products, and the agent did not attempt to schedule a specific callback date for a future need.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague 'let me know' from the agent, failing to secure a quote, a specific callback, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's initial request is for a product we don't sell, you must still complete the basic profiling and discovery steps to check for other potential needs before closing 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\": \"SS curtain rod\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"For paint, sir, I already have Dulux.\", \"response\": \"No, we also give directly from the company. JSW\"}], \"call_summary\": \"The agent contacted a new registrant who turned out to be a hardware/paint retailer. The customer's initial interest was in stainless steel curtain rods, a product JSW does not offer. The agent correctly identified this and pivoted to JSW Paints, but the customer was not interested, citing a strong relationship with an existing supplier and low local demand for the JSW brand. The call concluded without any opportunity or defined follow-up.\"}",
  "error": null,
  "latency_ms": 44484,
  "input_tokens": 4518,
  "output_tokens": 858,
  "created_at": "2026-09-25 11:35:09",
  "sentiment": "negative",
  "sentiment_score": -0.517,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 5,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.526,
  "agent_talk_sec": 51.9,
  "customer_talk_sec": 46.7,
  "dead_air_sec": 100.4,
  "longest_monologue_sec": 6.5,
  "agent_wpm": 302.9,
  "interruptions": 0,
  "agent_turns": 25,
  "customer_turns": 26,
  "discovery_qs": 14,
  "words_agent": 262,
  "words_customer": 215,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178849922341",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 8.2,
      "text_en": "Hello, am I speaking with Gautam ji from Jay Shri Mahakal Enterprise?",
      "text_native": "हेलो, गौतम जी बात कर रहे हैं ये जय श्री महाकाल एंटरप्राइज से?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 1,
      "speaker": "customer",
      "start_s": 8.43,
      "end_s": 9.0,
      "text_en": "Yes, who is this?",
      "text_native": "जी कौन?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 2,
      "speaker": "agent",
      "start_s": 9.48,
      "end_s": 11.0,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 3,
      "speaker": "customer",
      "start_s": 11.4,
      "end_s": 11.9,
      "text_en": "Yes, tell me.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 4,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 16.4,
      "text_en": "Sir, your account was recently registered, so I wanted to know a little about your business. What is your nature of business, sir?",
      "text_native": "आपका सर ये अकाउंट रिसेंटली रजिस्टर हुआ था, तो आप ही थोड़ा बिज़नेस के बारे में जानना था। नेचर ऑफ़ बिज़नेस क्या है आपका सर?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 5,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 17.3,
      "text_en": "Yes, tell me.",
      "text_native": "जी बताइए।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 6,
      "speaker": "agent",
      "start_s": 17.6,
      "end_s": 19.6,
      "text_en": "What is the business nature of Jay Shri Mahakali, sir?",
      "text_native": "जय श्री महाकाली का बिज़नेस नेचर क्या है सर?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 7,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.8,
      "text_en": "What do I do? I have a retail shop.",
      "text_native": "क्या करते हैं? रिटेल शॉप है मेरी।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 8,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 24.2,
      "text_en": "Okay, retail. Is your work only purely retail?",
      "text_native": "ओके, रिटेल। ओनली प्योरली रिटेल का काम रहता है आपको?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 9,
      "speaker": "customer",
      "start_s": 24.4,
      "end_s": 25.5,
      "text_en": "Yes, it's purely retail.",
      "text_native": "हां, प्योरली रिटेल है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 10,
      "speaker": "agent",
      "start_s": 25.7,
      "end_s": 32.2,
      "text_en": "So, like, JSW One provides in mild steel, it gives HR, it gives CR, it gives all the raw materials of mild steel. What do you require from these, sir?",
      "text_native": "तो जैसे जो JSW One है वो माइल्ड स्टील में देता है, एच आर देता है, सी आर देता है, माइल्ड स्टील के जितने भी रॉ मटेरियल्स होते हैं वो देता है। इनमें से आपको क्या चाहिए रहता है सर?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 11,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 36.8,
      "text_en": "Sir, in that I had seen your... this one-inch curtain rod that comes, I had seen that.",
      "text_native": "सर मैंने उसमें आपका अपना ये एक इंच का जो कर्टेन रॉड आती है ना, वो देखा था।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 12,
      "speaker": "agent",
      "start_s": 37.2,
      "end_s": 37.9,
      "text_en": "Curtain rod?",
      "text_native": "कर्टेन रॉड?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 13,
      "speaker": "customer",
      "start_s": 38.4,
      "end_s": 39.6,
      "text_en": "Yes. The one that comes in SS.",
      "text_native": "हां जी। एस एस की जो आती है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 14,
      "speaker": "agent",
      "start_s": 39.8,
      "end_s": 42.2,
      "text_en": "One inch. We don't do SS, sir, we do mild steel.",
      "text_native": "एक इंच का। एस एस का तो नहीं करते सर, माइल्ड स्टील का करते हैं।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 15,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 43.6,
      "text_en": "Oh, is that so?",
      "text_native": "अच्छा, ऐसा है?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 16,
      "speaker": "agent",
      "start_s": 44.1,
      "end_s": 44.6,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 17,
      "speaker": "customer",
      "start_s": 45.0,
      "end_s": 48.8,
      "text_en": "No, I had done it on that basis. If it's not there, then no problem, I will remove it from there.",
      "text_native": "नहीं, मैंने उसी के बेसिस पे किया था। अगर नहीं है तो फिर कोई बात नहीं, तो मैं उसमें से हटा दूंगा।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 18,
      "speaker": "agent",
      "start_s": 49.2,
      "end_s": 53.2,
      "text_en": "Okay. Yes, I mean this is what we have, our mild steel has HR, CR, GP, PP, GL, wire rods, all these things are there.",
      "text_native": "अच्छा। हां, मतलब यही रहता है, माइल्ड स्टील का अपना एच आर रहता है, सी आर, जी पी, पी पी, जी एल, वायर रॉड्स, ये सब चीजें रहती हैं।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 19,
      "speaker": "customer",
      "start_s": 53.6,
      "end_s": 55.4,
      "text_en": "Actually, I have a hardware and paint shop.",
      "text_native": "एक्चुअली मेरी हार्डवेयर और पेंट की शॉप है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 20,
      "speaker": "agent",
      "start_s": 55.8,
      "end_s": 57.0,
      "text_en": "Oh, you take paints as well?",
      "text_native": "अच्छा, पेंट्स भी लेते हो आप?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 21,
      "speaker": "customer",
      "start_s": 57.4,
      "end_s": 57.8,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 22,
      "speaker": "agent",
      "start_s": 58.0,
      "end_s": 59.4,
      "text_en": "Which paint do you take, I mean?",
      "text_native": "पेंट आप कौनसा मतलब लेते हो?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 23,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 61.2,
      "text_en": "I have Asian Paints and Dulux.",
      "text_native": "मेरे पास एशियन पेंट और ड्यूलक्स है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 24,
      "speaker": "agent",
      "start_s": 61.6,
      "end_s": 65.4,
      "text_en": "Asian Paints and Dulux. How much, I mean, what is the monthly consumption of paint? How many liters is it?",
      "text_native": "एशियन पेंट्स एंड ड्यूलक्स। कितना मतलब मंथली कितना कंसम्पशन रहता है पेंट का? कितने लीटर्स का रहता है?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 25,
      "speaker": "customer",
      "start_s": 65.8,
      "end_s": 68.6,
      "text_en": "Sir, I don't have an estimate for that, but my project work is more.",
      "text_native": "सर उसका तो कुछ अंदाज़ा है नहीं, लेकिन मेरा प्रोजेक्ट वर्क ज्यादा है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 26,
      "speaker": "agent",
      "start_s": 68.8,
      "end_s": 69.4,
      "text_en": "In paints?",
      "text_native": "पेंट्स में?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 27,
      "speaker": "customer",
      "start_s": 69.6,
      "end_s": 70.0,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 28,
      "speaker": "agent",
      "start_s": 70.4,
      "end_s": 73.8,
      "text_en": "So that's what I was asking, I mean, like in one project, how many liters of paint do you supply, after taking it?",
      "text_native": "तो वही पूछ रहा था मतलब जैसे एक प्रोजेक्ट में आपका कितना लीटर पेंट आप सप्लाई करते हो और लेकर?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 29,
      "speaker": "customer",
      "start_s": 74.4,
      "end_s": 79.4,
      "text_en": "Sir, in paint, if I estimate, then at least my project material worth one crore goes in a year.",
      "text_native": "सर पेंट में अगर मैं अंदाज़ा लगाऊं तो कम से कम मेरा एक करोड़ का एक साल में प्रोजेक्ट का माल जाता है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 30,
      "speaker": "agent",
      "start_s": 79.8,
      "end_s": 82.4,
      "text_en": "Project material worth one crore goes in a year. Okay.",
      "text_native": "एक करोड़ का एक साल में प्रोजेक्ट का माल जाता है। ओके।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 31,
      "speaker": "customer",
      "start_s": 82.6,
      "end_s": 83.0,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 32,
      "speaker": "agent",
      "start_s": 83.6,
      "end_s": 85.8,
      "text_en": "Okay. So sir, I mean, we also provide paints etc. Our",
      "text_native": "ओके। तो सर मतलब हम पेंट्स वगैरह भी देते हैं। हमारा जो"
    },
    {
      "ucid": "21112178849922341",
      "idx": 33,
      "speaker": "customer",
      "start_s": 85.8,
      "end_s": 87.4,
      "text_en": "For paint, sir, I already have Dulux.",
      "text_native": "पेंट का तो सर ऑलरेडी है मेरे पास ड्यूलक्स।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 34,
      "speaker": "agent",
      "start_s": 87.8,
      "end_s": 89.4,
      "text_en": "No, we also give directly from the company. JSW",
      "text_native": "नहीं, हम कंपनी से डायरेक्ट भी देते हैं। जे एस डब्ल्यू"
    },
    {
      "ucid": "21112178849922341",
      "idx": 35,
      "speaker": "customer",
      "start_s": 89.4,
      "end_s": 90.4,
      "text_en": "Mine is coming from the company itself, sir.",
      "text_native": "मेरा कंपनी से ही आ रहा है सर।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 36,
      "speaker": "agent",
      "start_s": 90.6,
      "end_s": 91.4,
      "text_en": "Which company is it coming from?",
      "text_native": "कौनसी कंपनी से आ रहा है?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 37,
      "speaker": "customer",
      "start_s": 91.6,
      "end_s": 93.4,
      "text_en": "Dulux is coming directly from the company.",
      "text_native": "ड्यूलक्स का डायरेक्ट कंपनी से ही आ रहा है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 38,
      "speaker": "agent",
      "start_s": 93.8,
      "end_s": 96.8,
      "text_en": "Okay, okay. So would you like to take JSW paints etc.? JSW's Colouron etc.",
      "text_native": "अच्छा अच्छा। तो ये JSW पेंट्स वगैरह लेना चाहेंगे? JSW का कलरॉन वगैरह"
    },
    {
      "ucid": "21112178849922341",
      "idx": 39,
      "speaker": "customer",
      "start_s": 96.8,
      "end_s": 99.4,
      "text_en": "No, JSW... but now whether I count JSW or Dulux, it's the same thing, right?",
      "text_native": "नहीं, JSW लेकिन अभी JSW गिनूं या ड्यूलक्स गिनूं, बात तो एक ही है ना?"
    },
    {
      "ucid": "21112178849922341",
      "idx": 40,
      "speaker": "agent",
      "start_s": 100.0,
      "end_s": 102.2,
      "text_en": "No sir, there is a quality issue, I mean not an issue, there is a difference.",
      "text_native": "नहीं सर, क्वालिटी का इशू होता है, मतलब इशू तो नहीं, डिफरेंस होता है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 41,
      "speaker": "customer",
      "start_s": 102.4,
      "end_s": 105.0,
      "text_en": "No, the difference... in everyone's different company's paints...",
      "text_native": "ना, डिफरेंस तो सबके एक अलग-अलग कंपनी के पेंट्स के उसमें"
    },
    {
      "ucid": "21112178849922341",
      "idx": 42,
      "speaker": "customer",
      "start_s": 105.0,
      "end_s": 107.8,
      "text_en": "No one takes JSW in the market on this side yet.",
      "text_native": "JSW का अभी इस साइड मार्केट में कोई लेता नहीं है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 43,
      "speaker": "agent",
      "start_s": 108.0,
      "end_s": 108.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 44,
      "speaker": "customer",
      "start_s": 108.5,
      "end_s": 112.2,
      "text_en": "So sir, what is this, it's completely... where my... where my shop is, that is a completely developed area now.",
      "text_native": "तो सर ये क्या है पूरा मेरी जहां मेरी जहां शॉप है ना, वो अभी पूरा डेवलप एरिया है।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 45,
      "speaker": "agent",
      "start_s": 112.5,
      "end_s": 112.9,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 46,
      "speaker": "customer",
      "start_s": 113.3,
      "end_s": 113.6,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 47,
      "speaker": "customer",
      "start_s": 114.2,
      "end_s": 116.8,
      "text_en": "If there is a requirement in the future, I will let you know.",
      "text_native": "इन फ्यूचर अगर रिक्वायरमेंट रहेगी तो मैं आपको बता दूंगा।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 48,
      "speaker": "agent",
      "start_s": 117.1,
      "end_s": 117.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 49,
      "speaker": "agent",
      "start_s": 117.6,
      "end_s": 119.0,
      "text_en": "Okay, okay, let me know.",
      "text_native": "ठीक है, ठीक है, बता दीजिएगा।"
    },
    {
      "ucid": "21112178849922341",
      "idx": 50,
      "speaker": "customer",
      "start_s": 119.5,
      "end_s": 120.5,
      "text_en": "Yes, okay.",
      "text_native": "हां जी, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178849922341",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, your account was recently registered, so I wanted to know a little about your business.",
      "comment": "The agent gave a standard, non-pushy opening that stated the reason for the call."
    },
    {
      "ucid": "21112178849922341",
      "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 only verified the customer's name and company, failing to ask for procurement city, decision-making authority, or contact details."
    },
    {
      "ucid": "21112178849922341",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 3,
      "evidence": "",
      "comment": "The call was immediately derailed by a product mismatch (SS steel); while the agent pivoted to paints and asked about brands/consumption, they did not hit the minimum threshold of 4 questions."
    },
    {
      "ucid": "21112178849922341",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent listed product categories but did not explain any platform value propositions like transparent pricing, test certificates, or stock availability."
    },
    {
      "ucid": "21112178849922341",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer had no requirement for the offered products, and the agent did not attempt to schedule a specific callback date for a future need."
    },
    {
      "ucid": "21112178849922341",
      "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 with a vague 'let me know' from the agent, failing to secure a quote, a specific callback, or a platform walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178849922341",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "For paint, sir, I already have Dulux.",
      "response": "No, we also give directly from the company. JSW"
    }
  ],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}