{
  "ucid": "21112178851795811",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 16:02:38",
  "end_time": "2026-09-04 16:05:43",
  "duration_sec": 185,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA823d6b09d0037373b95294ee8b824df5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 811,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851795811__DIA823d6b09d0037373b95294ee8b824df5.mp3",
  "audio_bytes": 491184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 163.728,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हॅलो)\n[1s] UNKNOWN: [crosstalk]\n[4s] CUSTOMER: Hello   (हॅलो)\n[4s] AGENT: Yes, hello.   (हां जी नमस्ते।)\n[5s] CUSTOMER: Hello.   (नमस्ते।)\n[6s] AGENT: Rohit speaking, Rohit Mishra from the JSW One platform.   (रोहित बात कर रहा हूं, रोहित मिश्रा फ्रॉम जेएसडब्ल्यू वन प्लॅटफॉर्म से।)\n[9s] CUSTOMER: From where?   (कौनसे?)\n[9s] AGENT: From JSW, Jindal Steel.   (जेएसडब्ल्यू से, जिंदाल स्टील।)\n[10s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[11s] AGENT: Uh sir, did you have any requirement in HR right now? HR, CR?   (अ सर जी अभी कुछ रिक्वायरमेंट थी एचआर में? एचआर, सीआर?)\n[14s] CUSTOMER: Sir, I do have a requirement, but your prices in the market are high here.   (सर रिक्वायरमेंट तो है लेकिन आपके मार्केट में प्राइस ज्यादा हैं आप इधर।)\n[16s] AGENT: Where do you need it?   (कहां पे चाहिए आपको?)\n[18s] CUSTOMER: I that day... in Faridabad.   (मैंने उस दिन फरीदाबाद में।)\n[19s] AGENT: In Faridabad. J-Lite Automotive?   (फरीदाबाद में। जे लाइट ऑटोमोटिव?)\n[20s] CUSTOMER: Yes.   (हां।)\n[21s] AGENT: You had placed a requirement just yesterday or the day before.   (कल या परसों ही आपने तो रिक्वायरमेंट डाली थी।)\n[23s] CUSTOMER: He told me sixty-three thousand five hundred, that was the quote.   (सिक्सटी थ्री थाउजंड फाइव हंड्रेड बोला मेरेको, कोट बोला।)\n[25s] CUSTOMER: Yes. Now I told them, first he told me 61.5. Now he has increased it by 2000 rupees and made it 63.5.   (हां। अभी मैंने उनको बोला, पहले उन्होंने मेरेको बोला सिक्सटी वन पॉइंट फाइव बोला। अभी उसको दो हजार रुपए बढ़ा के सिक्सटी थ्री पॉइंट फाइव कर दिया।)\n[30s] AGENT: That's the reason, sir, you had given 7.8. If it had been 8 mm, then it could have been lower.   (वो रीजन है ना सर, सेवन पॉइंट एट आपने दिया था। वही अगर आठ एमएम का होता तो वो कम हो सकता था।)\n[34s] CUSTOMER: No no no. He told me for 8 mm... Oh man, in this, for the first time you...   (नो नो नो। उन्होंने मेरेको एट एमएम का बाबा इसमें तो मेरेको तो पहली बार आप)\n[36s] AGENT: I'll, I'll, I'll tell you what that was. My ex-Ghaziabad price was 61,400. On that, your   (मैं मैं मैं बताता हूं, उस वो क्या था। मेरा एक्स गाजियाबाद प्राइस था सिक्सटी वन फोर हंड्रेड। उसपे आपका)\n[40s] CUSTOMER: No, he said Faridabad.   (ना, फरीदाबाद बोला उन्होंने।)\n[41s] AGENT: What did he say? Faridabad?   (क्या बोला था? फरीदाबाद?)\n[42s] CUSTOMER: Yes.   (येस।)\n[43s] AGENT: One second.   (एक सेकंड।)\n[45s] AGENT: Ex-Faridabad.   (एक्स फरीदाबाद।)\n[47s] AGENT: No, this was Ghaziabad.   (नहीं, ये गाजियाबाद था।)\n[48s] CUSTOMER: Now, he didn't tell me, he told me this only, that Faridabad. He asked, 'Where are you calling from?' I said Faridabad. He said, 'Okay, you'll get it in Faridabad and you'll get this rate'.   (अब मुझे नहीं बोला, उन्होंने मेरेको यही बोला था कि फरीदाबाद। आप कहां से बोल रहे हो? मैंने कहा फरीदाबाद। कह रहे ठीक है फरीदाबाद में मिल जाएगा और आपको रेट इतना मिलेगा।)\n[54s] AGENT: See, whatever it was, 61,400   (देखिए, जो भी था ना, सिक्सटी वन फोर हंड्रेड)\n[55s] CUSTOMER: Landed, he said landed.   (लैंडेड, लैंडेड बोला।)\n[56s] AGENT: Okay. 63,650?   (अच्छा। सिक्सटी थ्री सिक्स फिफ्टी?)\n[57s] CUSTOMER: Hmm. He said 61,500 landed. I said okay. That was for 8 mm. So I said okay, just check once if 7.8 is also available.   (हम्म। सिक्सटी वन फाइव हंड्रेड बोला लैंडेड। मैंने कहा ठीक है। वो एट एमएम की बात हुई थी। तो मैंने कहा ठीक है, अभी एक बारी आप चेक कर लो अगर सेवन पॉइंट एट भी मिलता है तो।)\n[63s] AGENT: Hmm. Right. Right now, the rates are the same. It's going for 61,500 ex-Ghaziabad. Okay?   (हम्म। ठीक है ना। अभी तो रेट उतने ही चल रहे हैं। सिक्सटी वन फाइव हंड्रेड का चल रहा है एक्स गाजियाबाद। ठीक है?)\n[67s] AGENT: Ex-Ghaziabad. How will you get JSW for so less? Delivered in 61.   (एक्स गाजियाबाद। इतने कम में जेएसडब्ल्यू कहां से आ जाएगा? सिक्सटी वन में डिलिवर्ड।)\n[69s] CUSTOMER: But I told him this only, that I am getting it in Faridabad for this much.   (बट मैंने उनको यही बोला, मेरेको फरीदाबाद में मेरेको इतने में मिल रहा है।)\n[72s] CUSTOMER: Hmm.   (हम्म।)\n[73s] AGENT: Who is giving it in Faridabad? Mongers, is that Yogesh ji giving it?   (कौन दे रहा है वो फरीदाबाद? मोंगर्स वो योगेश जी दे रहे हैं क्या?)\n[75s] CUSTOMER: No no no, sir. Tata, I said Tata's.   (ना ना ना जी। टाटा, टाटा का बोला मैंने।)\n[77s] AGENT: Okay.   (अच्छा।)\n[78s] CUSTOMER: Tata, Amplus Steel is there, your Uttam Strips is there. I bought material from Uttam Strips.   (टाटा, एम्प्लस स्टील है, आपका उत्तम स्ट्रिप्स है। मैंने उत्तम स्ट्रिप्स से माल लिया।)\n[81s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[82s] AGENT: From whom? Uttam Strips?   (किससे? उत्तम स्ट्रिप्स?)\n[83s] CUSTOMER: Okay, okay.   (अच्छा अच्छा।)\n[86s] AGENT: Okay, if there's anything, you let me know.   (ठीक है, कुछ होता है तो बताइए आप।)\n[87s] CUSTOMER: Yes.   (हां।)\n[88s] CUSTOMER: [sound of coughing]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 46,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "46 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer brings up a past issue, acknowledge it briefly but then pivot back to the current call's purpose using the proper structure; don't let the entire conversation get stuck on a previous failed quote.",
  "usp_relevance": "none",
  "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": "spec_not_available",
  "supply_details": "Agent explains the higher price is due to the customer requesting a non-standard 7.8mm thickness, whereas the lower price would apply to the standard 8mm.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent re-engaged a known lead, but the call was immediately derailed by the customer's objection to a price increase on a recent quote. The agent attempted to justify the price based on a non-standard spec (7.8mm vs 8mm) but failed to regain control of the conversation or follow the pitch structure. The call ended passively with no resolution or next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"अ सर जी अभी कुछ रिक्वायरमेंट थी एचआर में? एचआर, सीआर?\", \"comment\": \"The agent did not use the customer's name or ask for permission before jumping into the requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead immediately asking about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"कौन दे रहा है वो फरीदाबाद? मोंगर्स वो योगेश जी दे रहे हैं क्या?\", \"comment\": \"The agent only asked about the current supplier, and only in response to a price challenge, missing all other discovery points.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation remained focused on a disputed price from a past interaction.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"अ सर जी अभी कुछ रिक्वायरमेंट थी एचआर में? एचआर, सीआर?\", \"comment\": \"While the agent asked if a requirement exists, he got stuck on a past quote and failed to capture any details for a new/current one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है, कुछ होता है तो बताइए आप।\", \"comment\": \"The call ended with a passive, non-committal statement, not an agreed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer brings up a past issue, acknowledge it briefly but then pivot back to the current call's purpose using the proper structure; don't let the entire conversation get stuck on a previous failed quote.\", \"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\": \"spec_not_available\", \"supply_details\": \"Agent explains the higher price is due to the customer requesting a non-standard 7.8mm thickness, whereas the lower price would apply to the standard 8mm.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"सर रिक्वायरमेंट तो है लेकिन आपके मार्केट में प्राइस ज्यादा हैं आप इधर।\", \"response\": \"वो रीजन है ना सर, सेवन पॉइंट एट आपने दिया था। वही अगर आठ एमएम का होता तो वो कम हो सकता था।\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"टाटा, एम्प्लस स्टील है, आपका उत्तम स्ट्रिप्स है। मैंने उत्तम स्ट्रिप्स से माल लिया।\", \"response\": \"ठीक है, कुछ होता है तो बताइए आप।\"}], \"call_summary\": \"The agent re-engaged a known lead, but the call was immediately derailed by the customer's objection to a price increase on a recent quote. The agent attempted to justify the price based on a non-standard spec (7.8mm vs 8mm) but failed to regain control of the conversation or follow the pitch structure. The call ended passively with no resolution or next step.\"}",
  "error": null,
  "latency_ms": 32783,
  "input_tokens": 4203,
  "output_tokens": 985,
  "created_at": "2026-09-25 11:28:56",
  "sentiment": "neutral",
  "sentiment_score": 0.058,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 2,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.484,
  "agent_talk_sec": 34.3,
  "customer_talk_sec": 36.5,
  "dead_air_sec": 114.2,
  "longest_monologue_sec": 5.9,
  "agent_wpm": 295.6,
  "interruptions": 0,
  "agent_turns": 22,
  "customer_turns": 23,
  "discovery_qs": 13,
  "words_agent": 169,
  "words_customer": 201,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851795811",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.48,
      "end_s": 0.9,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851795811",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 1.38,
      "end_s": 3.28,
      "text_en": "[crosstalk]",
      "text_native": "[crosstalk]"
    },
    {
      "ucid": "21112178851795811",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 3.93,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851795811",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.2,
      "end_s": 4.86,
      "text_en": "Yes, hello.",
      "text_native": "हां जी नमस्ते।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.16,
      "end_s": 5.6,
      "text_en": "Hello.",
      "text_native": "नमस्ते।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.98,
      "end_s": 8.2,
      "text_en": "Rohit speaking, Rohit Mishra from the JSW One platform.",
      "text_native": "रोहित बात कर रहा हूं, रोहित मिश्रा फ्रॉम जेएसडब्ल्यू वन प्लॅटफॉर्म से।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "From where?",
      "text_native": "कौनसे?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.2,
      "end_s": 10.3,
      "text_en": "From JSW, Jindal Steel.",
      "text_native": "जेएसडब्ल्यू से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.4,
      "end_s": 10.9,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.4,
      "end_s": 13.4,
      "text_en": "Uh sir, did you have any requirement in HR right now? HR, CR?",
      "text_native": "अ सर जी अभी कुछ रिक्वायरमेंट थी एचआर में? एचआर, सीआर?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 16.2,
      "text_en": "Sir, I do have a requirement, but your prices in the market are high here.",
      "text_native": "सर रिक्वायरमेंट तो है लेकिन आपके मार्केट में प्राइस ज्यादा हैं आप इधर।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.8,
      "text_en": "Where do you need it?",
      "text_native": "कहां पे चाहिए आपको?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 18.8,
      "text_en": "I that day... in Faridabad.",
      "text_native": "मैंने उस दिन फरीदाबाद में।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 20.0,
      "text_en": "In Faridabad. J-Lite Automotive?",
      "text_native": "फरीदाबाद में। जे लाइट ऑटोमोटिव?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 14,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 20.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 15,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 22.8,
      "text_en": "You had placed a requirement just yesterday or the day before.",
      "text_native": "कल या परसों ही आपने तो रिक्वायरमेंट डाली थी।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 16,
      "speaker": "customer",
      "start_s": 22.8,
      "end_s": 24.4,
      "text_en": "He told me sixty-three thousand five hundred, that was the quote.",
      "text_native": "सिक्सटी थ्री थाउजंड फाइव हंड्रेड बोला मेरेको, कोट बोला।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 17,
      "speaker": "customer",
      "start_s": 24.8,
      "end_s": 29.4,
      "text_en": "Yes. Now I told them, first he told me 61.5. Now he has increased it by 2000 rupees and made it 63.5.",
      "text_native": "हां। अभी मैंने उनको बोला, पहले उन्होंने मेरेको बोला सिक्सटी वन पॉइंट फाइव बोला। अभी उसको दो हजार रुपए बढ़ा के सिक्सटी थ्री पॉइंट फाइव कर दिया।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 18,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 33.4,
      "text_en": "That's the reason, sir, you had given 7.8. If it had been 8 mm, then it could have been lower.",
      "text_native": "वो रीजन है ना सर, सेवन पॉइंट एट आपने दिया था। वही अगर आठ एमएम का होता तो वो कम हो सकता था।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 19,
      "speaker": "customer",
      "start_s": 33.5,
      "end_s": 36.2,
      "text_en": "No no no. He told me for 8 mm... Oh man, in this, for the first time you...",
      "text_native": "नो नो नो। उन्होंने मेरेको एट एमएम का बाबा इसमें तो मेरेको तो पहली बार आप"
    },
    {
      "ucid": "21112178851795811",
      "idx": 20,
      "speaker": "agent",
      "start_s": 36.2,
      "end_s": 39.8,
      "text_en": "I'll, I'll, I'll tell you what that was. My ex-Ghaziabad price was 61,400. On that, your",
      "text_native": "मैं मैं मैं बताता हूं, उस वो क्या था। मेरा एक्स गाजियाबाद प्राइस था सिक्सटी वन फोर हंड्रेड। उसपे आपका"
    },
    {
      "ucid": "21112178851795811",
      "idx": 21,
      "speaker": "customer",
      "start_s": 39.8,
      "end_s": 40.8,
      "text_en": "No, he said Faridabad.",
      "text_native": "ना, फरीदाबाद बोला उन्होंने।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 22,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 42.0,
      "text_en": "What did he say? Faridabad?",
      "text_native": "क्या बोला था? फरीदाबाद?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 23,
      "speaker": "customer",
      "start_s": 42.1,
      "end_s": 42.4,
      "text_en": "Yes.",
      "text_native": "येस।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 24,
      "speaker": "agent",
      "start_s": 42.9,
      "end_s": 43.3,
      "text_en": "One second.",
      "text_native": "एक सेकंड।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 25,
      "speaker": "agent",
      "start_s": 44.8,
      "end_s": 45.8,
      "text_en": "Ex-Faridabad.",
      "text_native": "एक्स फरीदाबाद।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 26,
      "speaker": "agent",
      "start_s": 47.4,
      "end_s": 48.2,
      "text_en": "No, this was Ghaziabad.",
      "text_native": "नहीं, ये गाजियाबाद था।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 27,
      "speaker": "customer",
      "start_s": 48.4,
      "end_s": 53.2,
      "text_en": "Now, he didn't tell me, he told me this only, that Faridabad. He asked, 'Where are you calling from?' I said Faridabad. He said, 'Okay, you'll get it in Faridabad and you'll get this rate'.",
      "text_native": "अब मुझे नहीं बोला, उन्होंने मेरेको यही बोला था कि फरीदाबाद। आप कहां से बोल रहे हो? मैंने कहा फरीदाबाद। कह रहे ठीक है फरीदाबाद में मिल जाएगा और आपको रेट इतना मिलेगा।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 28,
      "speaker": "agent",
      "start_s": 53.6,
      "end_s": 54.8,
      "text_en": "See, whatever it was, 61,400",
      "text_native": "देखिए, जो भी था ना, सिक्सटी वन फोर हंड्रेड"
    },
    {
      "ucid": "21112178851795811",
      "idx": 29,
      "speaker": "customer",
      "start_s": 54.8,
      "end_s": 55.6,
      "text_en": "Landed, he said landed.",
      "text_native": "लैंडेड, लैंडेड बोला।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 30,
      "speaker": "agent",
      "start_s": 55.8,
      "end_s": 57.0,
      "text_en": "Okay. 63,650?",
      "text_native": "अच्छा। सिक्सटी थ्री सिक्स फिफ्टी?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 31,
      "speaker": "customer",
      "start_s": 57.4,
      "end_s": 62.4,
      "text_en": "Hmm. He said 61,500 landed. I said okay. That was for 8 mm. So I said okay, just check once if 7.8 is also available.",
      "text_native": "हम्म। सिक्सटी वन फाइव हंड्रेड बोला लैंडेड। मैंने कहा ठीक है। वो एट एमएम की बात हुई थी। तो मैंने कहा ठीक है, अभी एक बारी आप चेक कर लो अगर सेवन पॉइंट एट भी मिलता है तो।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 32,
      "speaker": "agent",
      "start_s": 63.0,
      "end_s": 66.4,
      "text_en": "Hmm. Right. Right now, the rates are the same. It's going for 61,500 ex-Ghaziabad. Okay?",
      "text_native": "हम्म। ठीक है ना। अभी तो रेट उतने ही चल रहे हैं। सिक्सटी वन फाइव हंड्रेड का चल रहा है एक्स गाजियाबाद। ठीक है?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 33,
      "speaker": "agent",
      "start_s": 66.9,
      "end_s": 69.4,
      "text_en": "Ex-Ghaziabad. How will you get JSW for so less? Delivered in 61.",
      "text_native": "एक्स गाजियाबाद। इतने कम में जेएसडब्ल्यू कहां से आ जाएगा? सिक्सटी वन में डिलिवर्ड।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 34,
      "speaker": "customer",
      "start_s": 69.4,
      "end_s": 71.8,
      "text_en": "But I told him this only, that I am getting it in Faridabad for this much.",
      "text_native": "बट मैंने उनको यही बोला, मेरेको फरीदाबाद में मेरेको इतने में मिल रहा है।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 35,
      "speaker": "customer",
      "start_s": 72.4,
      "end_s": 72.6,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 36,
      "speaker": "agent",
      "start_s": 73.4,
      "end_s": 75.4,
      "text_en": "Who is giving it in Faridabad? Mongers, is that Yogesh ji giving it?",
      "text_native": "कौन दे रहा है वो फरीदाबाद? मोंगर्स वो योगेश जी दे रहे हैं क्या?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 37,
      "speaker": "customer",
      "start_s": 75.4,
      "end_s": 76.8,
      "text_en": "No no no, sir. Tata, I said Tata's.",
      "text_native": "ना ना ना जी। टाटा, टाटा का बोला मैंने।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 38,
      "speaker": "agent",
      "start_s": 77.0,
      "end_s": 77.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 39,
      "speaker": "customer",
      "start_s": 77.6,
      "end_s": 80.8,
      "text_en": "Tata, Amplus Steel is there, your Uttam Strips is there. I bought material from Uttam Strips.",
      "text_native": "टाटा, एम्प्लस स्टील है, आपका उत्तम स्ट्रिप्स है। मैंने उत्तम स्ट्रिप्स से माल लिया।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 40,
      "speaker": "agent",
      "start_s": 81.2,
      "end_s": 81.6,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 41,
      "speaker": "agent",
      "start_s": 81.8,
      "end_s": 82.8,
      "text_en": "From whom? Uttam Strips?",
      "text_native": "किससे? उत्तम स्ट्रिप्स?"
    },
    {
      "ucid": "21112178851795811",
      "idx": 42,
      "speaker": "customer",
      "start_s": 83.2,
      "end_s": 83.8,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 43,
      "speaker": "agent",
      "start_s": 85.8,
      "end_s": 87.2,
      "text_en": "Okay, if there's anything, you let me know.",
      "text_native": "ठीक है, कुछ होता है तो बताइए आप।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 44,
      "speaker": "customer",
      "start_s": 87.4,
      "end_s": 87.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851795811",
      "idx": 45,
      "speaker": "customer",
      "start_s": 88.4,
      "end_s": 89.8,
      "text_en": "[sound of coughing]",
      "text_native": "[sound of coughing]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851795811",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "अ सर जी अभी कुछ रिक्वायरमेंट थी एचआर में? एचआर, सीआर?",
      "comment": "The agent did not use the customer's name or ask for permission before jumping into the requirement check."
    },
    {
      "ucid": "21112178851795811",
      "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 provide a supply or price hook, instead immediately asking about requirements."
    },
    {
      "ucid": "21112178851795811",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "कौन दे रहा है वो फरीदाबाद? मोंगर्स वो योगेश जी दे रहे हैं क्या?",
      "comment": "The agent only asked about the current supplier, and only in response to a price challenge, missing all other discovery points."
    },
    {
      "ucid": "21112178851795811",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched; the conversation remained focused on a disputed price from a past interaction."
    },
    {
      "ucid": "21112178851795811",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "अ सर जी अभी कुछ रिक्वायरमेंट थी एचआर में? एचआर, सीआर?",
      "comment": "While the agent asked if a requirement exists, he got stuck on a past quote and failed to capture any details for a new/current one."
    },
    {
      "ucid": "21112178851795811",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "ठीक है, कुछ होता है तो बताइए आप।",
      "comment": "The call ended with a passive, non-committal statement, not an agreed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851795811",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "सर रिक्वायरमेंट तो है लेकिन आपके मार्केट में प्राइस ज्यादा हैं आप इधर।",
      "response": "वो रीजन है ना सर, सेवन पॉइंट एट आपने दिया था। वही अगर आठ एमएम का होता तो वो कम हो सकता था।"
    },
    {
      "ucid": "21112178851795811",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "टाटा, एम्प्लस स्टील है, आपका उत्तम स्ट्रिप्स है। मैंने उत्तम स्ट्रिप्स से माल लिया।",
      "response": "ठीक है, कुछ होता है तो बताइए आप।"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}