{
  "ucid": "21112178851480441",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:10:04",
  "end_time": "2026-09-04 15:13:46",
  "duration_sec": 222,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb263acbae42c7d331c6704e4c0f2f044.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 846,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851480441__DIAb263acbae42c7d331c6704e4c0f2f044.mp3",
  "audio_bytes": 625752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 208.584,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello?\n[1s] CUSTOMER: Yes.   (हां।)\n[2s] AGENT: Greetings sir, this is Abhinav Gautam speaking from JSW One.   (नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।)\n[5s] CUSTOMER: Hmm, speak.   (हम्म, बोलिए।)\n[6s] AGENT: Sir, you had a requirement last to last month, I mean last month, so that was lost due to the rain.   (ये आपकी सर एक last से last month requirement थी मतलब last month, तो वो loss हो गई थी rain की वजह से।)\n[10s] AGENT: Is there any requirement now for HR?   (वो अभी requirement है कोई HR में?)\n[11s] CUSTOMER: What is the rate for HR? 3mm?   (क्या rate है HR का? 3mm?)\n[13s] AGENT: 3mm, for today sir, you need it in Maharashtra, right?   (3mm आज का सर महाराष्ट्र में चाहिए ना आपको?)\n[15s] CUSTOMER: In Nashik.   (नाशिक में।)\n[16s] AGENT: In Nashik. Should I tell you with delivery then?   (नाशिक में। Delivery के साथ बताऊं फिर?)\n[18s] CUSTOMER: Yes, yes, tell me with delivery.   (हां हां, delivery के साथ में बताइए।)\n[19s] AGENT: How many tons will you have? 10 tons?   (कितना ton होगा आपका? 10 ton?)\n[20s] CUSTOMER: 10 tons, right sir.   (10 ton ना सर।)\n[21s] AGENT: Umm, ours is probably running at 62. 62 plus 15... 1250. It's 63,250 rupees delivered, running now for Nashik.   (उम्म, 62 का हमारा इस चल रहा है शायद। 62 plus 15... 1250. 63,250 rupees है delivered चल रहा है अभी नाशिक।)\n[27s] AGENT: It's JSW make.   (JSW make में है।)\n[28s] CUSTOMER: What sir?   (क्या सर?)\n[29s] AGENT: Nashik delivered.   (नाशिक delivered.)\n[30s] CUSTOMER: Nashik delivered, yes.   (नाशिक delivered हां।)\n[31s] AGENT: 63,250.\n[32s] CUSTOMER: What will be the length in this, by the way?   (इसमें length क्या रहने वाली है वैसे?)\n[33s] AGENT: 2500.\n[34s] AGENT: Yes, this much delivered, 63,250 will be delivered.   (हां, इतना delivered 63,250 delivered हो जाएगा।)\n[36s] AGENT: So by when are you thinking of closing this?   (तो ये कब तक सोच रहे हो आप close करने का इसे?)\n[39s] CUSTOMER: No, we are getting it on credit from another place, that's why we are not able to work with you.   (नहीं, हमारा दूसरी जगह credit पे आ रहा है ना, इसलिए आप आपके काम नहीं हो पा रहा है।)\n[42s] AGENT: Oh, I see.   (अच्छा।)\n[43s] CUSTOMER: Yes. A lot of material is required.   (हां। माल तो बहुत लगता है।)\n[44s] AGENT: So on credit, we will give it, sir, it's from the second transaction for us. And in this, what do you call it, our rate of interest is 8% per year.   (तो credit पे तो हम देंगे सर, second transaction से रहता है हमारा। और इसमें क्या बोलते हैं, 8% हमारा rate of interest रहता है साल का।)\n[50s] CUSTOMER: Per year or monthly?   (साल का कि monthly?)\n[50s] AGENT: 8% monthly will be too much, right, it will be a lot. 8... we have a financing channel called Kotak, they do it for us. They give it at 8 for now.   (8% monthly ज्यादा हो जाएगा ना, बहुत ज्यादा हो जाएगा। 8 ये हमारा Kotak करके है एक financing channel, वो हमें कर देता है। 8 में देता है वो अभी फिलहाल।)\n[57s] AGENT: Do you have a WhatsApp number?   (आपका WhatsApp नंबर होगा क्या?)\n[58s] CUSTOMER: Yes, I have a WhatsApp number. Look, this is it.   (हां, WhatsApp नंबर है। देखिए यही तो है।)\n[60s] AGENT: Tell me your WhatsApp number, sir.   (बताइए सर WhatsApp नंबर अपना।)\n[101s] CUSTOMER: 9323\n[102s] AGENT: 9323\n[103s] CUSTOMER: 909\n[104s] AGENT: 909\n[104s] CUSTOMER: 235\n[105s] AGENT: 235. Sir, my suggestion is that if you start the first transaction on advance, then in the future JSW will also give you credit. Because if the market is giving it, why won't JSW give it?   (235. मेरा तो सर suggestion ये है कि पहली transaction start करोगे advance पे तो in future JSW भी आपको देगा credit. क्योंकि market वाले दे रहे हैं तो JSW क्यों नहीं देगा?)\n[111s] CUSTOMER: Your JSW One agents have stayed in Nashik for many days.   (आप JSW One के agent तो बहुत दिन तक नाशिक में रह के गए हैं।)\n[113s] CUSTOMER: Meaning, he used to come two or three times a week. What was his name, I can't remember the name now.   (मतलब वो हफ्ते में दो-तीन बार आए थे। क्या नाम था, नाम नहीं याद आ रहा अब तो।)\n[116s] AGENT: Someone... It must be Azeem or Sahil Sheikh.   (कोई अजीम होगा या साहिल शेख होंगे।)\n[118s] CUSTOMER: Azeem, Azeem, Azeem Sheikh.   (अजीम, अजीम, अजीम शेख।)\n[119s] AGENT: Azeem Sheikh, right? Yes. He used to work with us before. Now he has probably gone to another company or has moved to some other team.   (अजीम शेख ना? हां। पहले हमारे साथ ही काम करते थे वो। अभी शायद दूसरी कंपनी में गए हैं या फिर किसी और टीम में चले गए हैं।)\n[124s] CUSTOMER: I see.   (अच्छा।)\n[124s] AGENT: Yes.   (हां।)\n[125s] CUSTOMER: He said to start, you will get credit. Meaning, since we are already getting it from before, it doesn't feel right to go to another place.   (बोले चालू करो, credit मिलेगा। मतलब पहले से आ रहा है अपना तो दूसरी जगह जाना जाना ठीक नहीं लगता।)\n[129s] AGENT: No, the thing is sir, look, you are already getting it from before, but you should also have new vendors. You should always compare the pricing before buying.   (नहीं, वो है ना सर कि देखो, पहले से तो आ ही रहा पर नए vendors भी होने चाहिए। Pricing compare करके लेना चाहिए हमेशा।)\n[134s] AGENT: Okay, I have sent you a message, okay, on WhatsApp.   (ठीक है, मैंने message तो डाला है आपको ठीक है WhatsApp पे।)\n[136s] CUSTOMER: I'll check.   (देख लेता हूं।)\n[138s] AGENT: If something can be done on advance, let me know, okay sir?   (अगर कुछ advance में हो सके तो बताना, ठीक है सर?)\n[140s] CUSTOMER: Yes.   (हां।)\n[140s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 52,
  "connected": 1,
  "audio_notes": "clear: The audio is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "52 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You lost control of the call by skipping the opener and hook. Follow the structure: greet, get permission, deliver a hook, and *then* move to discovery. This will stop the customer from immediately demanding a price and allow you to understand their needs first.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent followed up on a past lead. The customer immediately asked for the price of 3mm HR coil for a 10-ton requirement in Nashik. The agent provided a delivered price, but the customer objected, stating they receive credit from their incumbent supplier. The agent handled the objection by explaining JSW's credit policy but failed to secure a concrete next step, ending the call passively.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Greetings sir, this is Abhinav Gautam speaking from JSW One.\", \"comment\": \"The agent greeted and 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\": \"\", \"comment\": \"The agent did not deliver a hook; instead, he immediately asked about a requirement, ceding control of the call to the customer.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked. The conversation went directly to pricing and qualification after the customer took the lead.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"credit पे तो हम देंगे सर, second transaction से रहता है हमारा।\", \"comment\": \"The agent pitched the relevant credit policy after the customer raised credit as their primary concern, matching the USP to the expressed need.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement now for HR? ... 3mm ... कितना ton होगा आपका? 10 ton? ... नाशिक में।\", \"comment\": \"The agent successfully qualified the immediate requirement, capturing the product, thickness, quantity, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If something can be done on advance, let me know, okay sir?\", \"comment\": \"The call ended with a passive request, not an explicit, committed next step like sending a quote or scheduling a callback.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You lost control of the call by skipping the opener and hook. Follow the structure: greet, get permission, deliver a hook, and *then* move to discovery. This will stop the customer from immediately demanding a price and allow you to understand their needs first.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"नहीं, हमारा दूसरी जगह credit पे आ रहा है ना, इसलिए आप आपके काम नहीं हो पा रहा है।\", \"response\": \"तो credit पे तो हम देंगे सर, second transaction से रहता है हमारा। और इसमें क्या बोलते हैं, 8% हमारा rate of interest रहता है साल का।\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"मतलब पहले से आ रहा है अपना तो दूसरी जगह जाना जाना ठीक नहीं लगता।\", \"response\": \"नहीं, वो है ना सर कि देखो, पहले से तो आ ही रहा पर नए vendors भी होने चाहिए। Pricing compare करके लेना चाहिए हमेशा।\"}], \"call_summary\": \"The agent followed up on a past lead. The customer immediately asked for the price of 3mm HR coil for a 10-ton requirement in Nashik. The agent provided a delivered price, but the customer objected, stating they receive credit from their incumbent supplier. The agent handled the objection by explaining JSW's credit policy but failed to secure a concrete next step, ending the call passively.\"}",
  "error": null,
  "latency_ms": 45697,
  "input_tokens": 4371,
  "output_tokens": 1003,
  "created_at": "2026-09-25 11:30:59",
  "sentiment": "positive",
  "sentiment_score": 0.24,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.794,
  "agent_talk_sec": 98.6,
  "customer_talk_sec": 25.6,
  "dead_air_sec": 97.8,
  "longest_monologue_sec": 41.0,
  "agent_wpm": 191.1,
  "interruptions": 0,
  "agent_turns": 29,
  "customer_turns": 23,
  "discovery_qs": 11,
  "words_agent": 314,
  "words_customer": 148,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178851480441",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.31,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.29,
      "end_s": 1.64,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.86,
      "end_s": 4.5,
      "text_en": "Greetings sir, this is Abhinav Gautam speaking from JSW One.",
      "text_native": "नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.5,
      "text_en": "Hmm, speak.",
      "text_native": "हम्म, बोलिए।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 9.0,
      "text_en": "Sir, you had a requirement last to last month, I mean last month, so that was lost due to the rain.",
      "text_native": "ये आपकी सर एक last से last month requirement थी मतलब last month, तो वो loss हो गई थी rain की वजह से।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 10.8,
      "text_en": "Is there any requirement now for HR?",
      "text_native": "वो अभी requirement है कोई HR में?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 12.5,
      "text_en": "What is the rate for HR? 3mm?",
      "text_native": "क्या rate है HR का? 3mm?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 14.5,
      "text_en": "3mm, for today sir, you need it in Maharashtra, right?",
      "text_native": "3mm आज का सर महाराष्ट्र में चाहिए ना आपको?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 15.5,
      "text_en": "In Nashik.",
      "text_native": "नाशिक में।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 17.2,
      "text_en": "In Nashik. Should I tell you with delivery then?",
      "text_native": "नाशिक में। Delivery के साथ बताऊं फिर?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 18.8,
      "text_en": "Yes, yes, tell me with delivery.",
      "text_native": "हां हां, delivery के साथ में बताइए।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 20.2,
      "text_en": "How many tons will you have? 10 tons?",
      "text_native": "कितना ton होगा आपका? 10 ton?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 21.0,
      "text_en": "10 tons, right sir.",
      "text_native": "10 ton ना सर।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.1,
      "end_s": 26.5,
      "text_en": "Umm, ours is probably running at 62. 62 plus 15... 1250. It's 63,250 rupees delivered, running now for Nashik.",
      "text_native": "उम्म, 62 का हमारा इस चल रहा है शायद। 62 plus 15... 1250. 63,250 rupees है delivered चल रहा है अभी नाशिक।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 14,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 28.0,
      "text_en": "It's JSW make.",
      "text_native": "JSW make में है।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 15,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 28.9,
      "text_en": "What sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 16,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 29.8,
      "text_en": "Nashik delivered.",
      "text_native": "नाशिक delivered."
    },
    {
      "ucid": "21112178851480441",
      "idx": 17,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 30.5,
      "text_en": "Nashik delivered, yes.",
      "text_native": "नाशिक delivered हां।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.6,
      "end_s": 31.2,
      "text_en": "63,250.",
      "text_native": "63,250."
    },
    {
      "ucid": "21112178851480441",
      "idx": 19,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 33.0,
      "text_en": "What will be the length in this, by the way?",
      "text_native": "इसमें length क्या रहने वाली है वैसे?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 20,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 33.8,
      "text_en": "2500.",
      "text_native": "2500."
    },
    {
      "ucid": "21112178851480441",
      "idx": 21,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 36.0,
      "text_en": "Yes, this much delivered, 63,250 will be delivered.",
      "text_native": "हां, इतना delivered 63,250 delivered हो जाएगा।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 22,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 38.2,
      "text_en": "So by when are you thinking of closing this?",
      "text_native": "तो ये कब तक सोच रहे हो आप close करने का इसे?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 23,
      "speaker": "customer",
      "start_s": 38.8,
      "end_s": 41.8,
      "text_en": "No, we are getting it on credit from another place, that's why we are not able to work with you.",
      "text_native": "नहीं, हमारा दूसरी जगह credit पे आ रहा है ना, इसलिए आप आपके काम नहीं हो पा रहा है।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 24,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 42.5,
      "text_en": "Oh, I see.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 25,
      "speaker": "customer",
      "start_s": 42.6,
      "end_s": 43.8,
      "text_en": "Yes. A lot of material is required.",
      "text_native": "हां। माल तो बहुत लगता है।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 26,
      "speaker": "agent",
      "start_s": 44.0,
      "end_s": 49.0,
      "text_en": "So on credit, we will give it, sir, it's from the second transaction for us. And in this, what do you call it, our rate of interest is 8% per year.",
      "text_native": "तो credit पे तो हम देंगे सर, second transaction से रहता है हमारा। और इसमें क्या बोलते हैं, 8% हमारा rate of interest रहता है साल का।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 27,
      "speaker": "customer",
      "start_s": 49.5,
      "end_s": 50.2,
      "text_en": "Per year or monthly?",
      "text_native": "साल का कि monthly?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 28,
      "speaker": "agent",
      "start_s": 50.5,
      "end_s": 56.0,
      "text_en": "8% monthly will be too much, right, it will be a lot. 8... we have a financing channel called Kotak, they do it for us. They give it at 8 for now.",
      "text_native": "8% monthly ज्यादा हो जाएगा ना, बहुत ज्यादा हो जाएगा। 8 ये हमारा Kotak करके है एक financing channel, वो हमें कर देता है। 8 में देता है वो अभी फिलहाल।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 29,
      "speaker": "agent",
      "start_s": 57.0,
      "end_s": 58.0,
      "text_en": "Do you have a WhatsApp number?",
      "text_native": "आपका WhatsApp नंबर होगा क्या?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 30,
      "speaker": "customer",
      "start_s": 58.2,
      "end_s": 59.5,
      "text_en": "Yes, I have a WhatsApp number. Look, this is it.",
      "text_native": "हां, WhatsApp नंबर है। देखिए यही तो है।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 31,
      "speaker": "agent",
      "start_s": 59.8,
      "end_s": 100.8,
      "text_en": "Tell me your WhatsApp number, sir.",
      "text_native": "बताइए सर WhatsApp नंबर अपना।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 32,
      "speaker": "customer",
      "start_s": 101.0,
      "end_s": 101.5,
      "text_en": "9323",
      "text_native": "9323"
    },
    {
      "ucid": "21112178851480441",
      "idx": 33,
      "speaker": "agent",
      "start_s": 101.8,
      "end_s": 102.2,
      "text_en": "9323",
      "text_native": "9323"
    },
    {
      "ucid": "21112178851480441",
      "idx": 34,
      "speaker": "customer",
      "start_s": 102.8,
      "end_s": 103.2,
      "text_en": "909",
      "text_native": "909"
    },
    {
      "ucid": "21112178851480441",
      "idx": 35,
      "speaker": "agent",
      "start_s": 103.5,
      "end_s": 103.9,
      "text_en": "909",
      "text_native": "909"
    },
    {
      "ucid": "21112178851480441",
      "idx": 36,
      "speaker": "customer",
      "start_s": 104.2,
      "end_s": 104.8,
      "text_en": "235",
      "text_native": "235"
    },
    {
      "ucid": "21112178851480441",
      "idx": 37,
      "speaker": "agent",
      "start_s": 105.0,
      "end_s": 110.5,
      "text_en": "235. Sir, my suggestion is that if you start the first transaction on advance, then in the future JSW will also give you credit. Because if the market is giving it, why won't JSW give it?",
      "text_native": "235. मेरा तो सर suggestion ये है कि पहली transaction start करोगे advance पे तो in future JSW भी आपको देगा credit. क्योंकि market वाले दे रहे हैं तो JSW क्यों नहीं देगा?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 38,
      "speaker": "customer",
      "start_s": 110.6,
      "end_s": 112.5,
      "text_en": "Your JSW One agents have stayed in Nashik for many days.",
      "text_native": "आप JSW One के agent तो बहुत दिन तक नाशिक में रह के गए हैं।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 39,
      "speaker": "customer",
      "start_s": 112.8,
      "end_s": 115.2,
      "text_en": "Meaning, he used to come two or three times a week. What was his name, I can't remember the name now.",
      "text_native": "मतलब वो हफ्ते में दो-तीन बार आए थे। क्या नाम था, नाम नहीं याद आ रहा अब तो।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 40,
      "speaker": "agent",
      "start_s": 115.5,
      "end_s": 117.2,
      "text_en": "Someone... It must be Azeem or Sahil Sheikh.",
      "text_native": "कोई अजीम होगा या साहिल शेख होंगे।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 41,
      "speaker": "customer",
      "start_s": 117.5,
      "end_s": 118.5,
      "text_en": "Azeem, Azeem, Azeem Sheikh.",
      "text_native": "अजीम, अजीम, अजीम शेख।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 42,
      "speaker": "agent",
      "start_s": 118.8,
      "end_s": 123.5,
      "text_en": "Azeem Sheikh, right? Yes. He used to work with us before. Now he has probably gone to another company or has moved to some other team.",
      "text_native": "अजीम शेख ना? हां। पहले हमारे साथ ही काम करते थे वो। अभी शायद दूसरी कंपनी में गए हैं या फिर किसी और टीम में चले गए हैं।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 43,
      "speaker": "customer",
      "start_s": 123.8,
      "end_s": 124.2,
      "text_en": "I see.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 44,
      "speaker": "agent",
      "start_s": 124.5,
      "end_s": 124.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 45,
      "speaker": "customer",
      "start_s": 125.0,
      "end_s": 129.0,
      "text_en": "He said to start, you will get credit. Meaning, since we are already getting it from before, it doesn't feel right to go to another place.",
      "text_native": "बोले चालू करो, credit मिलेगा। मतलब पहले से आ रहा है अपना तो दूसरी जगह जाना जाना ठीक नहीं लगता।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 46,
      "speaker": "agent",
      "start_s": 129.2,
      "end_s": 133.5,
      "text_en": "No, the thing is sir, look, you are already getting it from before, but you should also have new vendors. You should always compare the pricing before buying.",
      "text_native": "नहीं, वो है ना सर कि देखो, पहले से तो आ ही रहा पर नए vendors भी होने चाहिए। Pricing compare करके लेना चाहिए हमेशा।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 47,
      "speaker": "agent",
      "start_s": 134.5,
      "end_s": 136.2,
      "text_en": "Okay, I have sent you a message, okay, on WhatsApp.",
      "text_native": "ठीक है, मैंने message तो डाला है आपको ठीक है WhatsApp पे।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 48,
      "speaker": "customer",
      "start_s": 136.5,
      "end_s": 137.2,
      "text_en": "I'll check.",
      "text_native": "देख लेता हूं।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 49,
      "speaker": "agent",
      "start_s": 137.5,
      "end_s": 139.2,
      "text_en": "If something can be done on advance, let me know, okay sir?",
      "text_native": "अगर कुछ advance में हो सके तो बताना, ठीक है सर?"
    },
    {
      "ucid": "21112178851480441",
      "idx": 50,
      "speaker": "customer",
      "start_s": 139.5,
      "end_s": 139.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851480441",
      "idx": 51,
      "speaker": "agent",
      "start_s": 140.0,
      "end_s": 140.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851480441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Greetings sir, this is Abhinav Gautam speaking from JSW One.",
      "comment": "The agent greeted and identified JSW One, but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178851480441",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a hook; instead, he immediately asked about a requirement, ceding control of the call to the customer."
    },
    {
      "ucid": "21112178851480441",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked. The conversation went directly to pricing and qualification after the customer took the lead."
    },
    {
      "ucid": "21112178851480441",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "credit पे तो हम देंगे सर, second transaction से रहता है हमारा।",
      "comment": "The agent pitched the relevant credit policy after the customer raised credit as their primary concern, matching the USP to the expressed need."
    },
    {
      "ucid": "21112178851480441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement now for HR? ... 3mm ... कितना ton होगा आपका? 10 ton? ... नाशिक में।",
      "comment": "The agent successfully qualified the immediate requirement, capturing the product, thickness, quantity, and location."
    },
    {
      "ucid": "21112178851480441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If something can be done on advance, let me know, okay sir?",
      "comment": "The call ended with a passive request, not an explicit, committed next step like sending a quote or scheduling a callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851480441",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "नहीं, हमारा दूसरी जगह credit पे आ रहा है ना, इसलिए आप आपके काम नहीं हो पा रहा है।",
      "response": "तो credit पे तो हम देंगे सर, second transaction से रहता है हमारा। और इसमें क्या बोलते हैं, 8% हमारा rate of interest रहता है साल का।"
    },
    {
      "ucid": "21112178851480441",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "मतलब पहले से आ रहा है अपना तो दूसरी जगह जाना जाना ठीक नहीं लगता।",
      "response": "नहीं, वो है ना सर कि देखो, पहले से तो आ ही रहा पर नए vendors भी होने चाहिए। Pricing compare करके लेना चाहिए हमेशा।"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}