{
  "ucid": "21112178875846311",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 10:51:03",
  "end_time": "2026-09-07 10:54:05",
  "duration_sec": 182,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA09546379d2f9f02d5c1dd862351a1941.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 770,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875846311__DIA09546379d2f9f02d5c1dd862351a1941.mp3",
  "audio_bytes": 510624,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 170.208,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes?   (हां जी?)\n[3s] AGENT: Greetings sir, this is Abhinav Gautam speaking from the JSW One Ghaziabad office.   (नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One गाजियाबाद ऑफिस से।)\n[6s] CUSTOMER: From where?   (कहां से?)\n[7s] AGENT: I'm calling from JSW One.   (JSW One से बात कर रहा हूं।)\n[8s] CUSTOMER: Okay okay, JSW.   (ओके ओके JSW.)\n[10s] AGENT: Yes, sir, we received your form, Bharat Elevator.   (जी, आपका सर फॉर्म रिसीव हुआ था भारत एलिवेटर हमारे पास।)\n[12s] CUSTOMER: Right right, I had received an ad.   (राइट राइट, मेरे पास तो एक ऐड आया था।)\n[14s] AGENT: Yes, yes.   (हां जी, हां जी।)\n[14s] CUSTOMER: Actually, yes, it keeps getting used on projects. So let's try and see if we can get the material directly from you, because it takes time through a dealer, and there's also an issue with material availability.   (एक्चुअली मैं हां प्रोजेक्ट पे यूज़ होता रहता है। तो ट्राई करके देखते हैं अगर डायरेक्ट फ्रॉम आपसे मटेरियल उठ जाए क्योंकि डीलर के थ्रू टाइम भी लगता है, मटेरियल की अवेलेबिलिटी की भी इशू होता है।)\n[21s] AGENT: What all materials do you purchase, sir?   (क्या-क्या मटेरियल परचेस करते हैं सर आप?)\n[23s] CUSTOMER: Uh, I had seen that pipes, have square pipes also been added to your catalog? Square pipes?   (अह मैंने देखा था कि पाइप्स, स्क्वायर पाइप्स भी यूज़ आप आपके उसमें ऐड हो गया है कैटलॉग में? स्क्वायर पाइप्स?)\n[27s] AGENT: We mostly don't deal in square pipes right now, I mean, we have to check. And apart from this   (स्क्वायर पाइप्स मोस्टली हम अभी करते नहीं है, मतलब चेक करना पड़ता है। और इसके अलावा)\n[30s] CUSTOMER: Okay, okay, okay. You tell me your   (अच्छा अच्छा अच्छा। आप मुझे अपनी)\n[31s] CUSTOMER: Mostly my, mostly my CRCA sheet, the .5 mm CRCA sheet is used, powder coated.   (मोस्टली मेरा, मोस्टली मेरा CRCA शीट, CRCA शीट .5 mm वाली यूज़ होती है पाउडर कोटेड।)\n[35s] AGENT: Okay, CRCA sheet, right?   (अच्छा CRCA शीट ना?)\n[36s] CUSTOMER: Yes.   (हां।)\n[37s] AGENT: Hmm, .5 mm. And apart from this, sir?   (हम्म, .5 mm. और इसके अलावा सर?)\n[38s] CUSTOMER: And apart from this, square pipes are used.   (और इसके अलावा स्क्वायर पाइप्स यूज़ होते हैं।)\n[40s] AGENT: So, what is your monthly requirement for CRCA, sir?   (तो CRCA में कितनी रिक्वायरमेंट रहती है सर आपकी मंथली?)\n[42s] CUSTOMER: Uh, if I tell you a monthly tentative, it means the purchase is around three to four lakh rupees.   (अह मंथली टेंटेटिव बताऊं तो मतलब तीन से चार लाख रुपए की परचेस रहती है।)\n[46s] AGENT: Meaning three to four, meaning you take six to seven tons of CR material, right?   (यानी तीन से चार यानी कि छह सात टन माल आप CR में लेते हो ना?)\n[49s] CUSTOMER: Uh, I'm not sure in tons what the kg would be. I mean, I have an idea of the purchase amount.   (अह टन में मैं श्योर नहीं हूं क्या रहता होगा केजी का। मतलब परचेस का मेरेको आईडिया है इतना।)\n[52s] AGENT: Yes, so we can give you CR in this, okay?   (जी, तो आप हम CR इसमें आपको दे सकते हैं, ठीक है?)\n[55s] CUSTOMER: Okay.   (ओके।)\n[55s] AGENT: Whenever you have a requirement for CR, you can WhatsApp me or call me on my number. I have sent the number, okay, to you, okay?   (जब भी आपकी CR की रिक्वायरमेंट आए हो ना, तो आप मुझे WhatsApp कर देना या मुझे कॉल कर लेना मेरे नंबर पे। मैंने डाला है नंबर मैं ठीक है आपको, ठीक है?)\n[60s] CUSTOMER: So, as I work pan-India, can you make it available to me pan-India or in particular locations?   (तो जैसे मैं पैन इंडिया काम करता हूं, तो आप मेरेको पैन इंडिया अवेलेबल करा सकते हो या फिर पर्टिकुलर लोकेशंस में?)\n[64s] AGENT: No, pan-India, ours is also pan-India, sir.   (नहीं, पैन इंडिया, हमारा भी पैन इंडिया है सर आपका।)\n[65s] CUSTOMER: Yours is pan-India, right? Yes, that's why.   (पैन इंडिया ही है ना आपका? हां, इसीलिए।)\n[66s] AGENT: Yes, it's pan-India.   (जी, पैन इंडिया है।)\n[67s] CUSTOMER: So from where do you provide the service?   (तो कहां से आप सर्विस प्रोवाइड करते हैं?)\n[68s] AGENT: I do it pan-India, sir, pan-India.   (मैं पैन इंडिया करता हूं सर, पैन इंडिया।)\n[70s] CUSTOMER: Yes, pan-India, right? So   (हां, पैन इंडिया ना? तो)\n[71s] AGENT: Whichever make you ask for, we can provide that make in CR. Tata, JSW, AMNS, SAIL.   (हम आपको जो मेक बोलोगे, वो मेक CR में हम दे सकते हैं। Tata, JSW, AMNS, SAIL.)\n[74s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[75s] AGENT: Whatever you say, whatever is approved by you, we will give you a quotation accordingly, okay sir? Just that our payment term is advance, that I will   (जो आप बोलोगे, जो आपका अप्रूव होगा, उसके हिसाब से आपको कोटेशन देंगे, ठीक है सर? बस पेमेंट टर्म हमारा एडवांस रहता है, वो आपको मैं)\n[79s] CUSTOMER: Yes, that will be advance only.   (हां, वो तो एडवांस ही रहेगा वो तो।)\n[81s] AGENT: Just one thing is there at our end, right now we are not able to do credit that well. But we will be able to provide the material to you, okay?   (बस एक चीज वो है हमारे यहां, अभी हम क्रेडिट का इतना अच्छे से नहीं कर पा रहे। पर मटेरियल हम दे पाएंगे आपको, ठीक है?)\n[85s] CUSTOMER: So, so give me your personal number.   (तो, तो मेरेको अपना पर्सनल नंबर दीजिए।)\n[87s] AGENT: See, I have sent my personal number on WhatsApp itself. It has everything written, what all we serve.   (पर्सनल नंबर देखो मैंने WhatsApp में ही डाला है आपको। उसमें सब चीज लिखी है हम क्या क्या सर्व करते हैं।)\n[90s] CUSTOMER: Okay okay okay, JSW One of the   (ओके ओके ओके, JSW One of the)\n[92s] AGENT: Okay?   (ठीक है?)\n[92s] CUSTOMER: So I should save this number, if there's anything, let me know.   (तो इस नंबर को सेव कर लूं, आप कुछ रहे तो बताना।)\n[95s] AGENT: Abhinav Gautam.   (अभिनव गौतम।)\n[95s] CUSTOMER: Yes, Abhinav Gautam.   (जी, अभिनव गौतम।)\n[96s] AGENT: I sit in Ghaziabad Sector 16. If you want to visit nearby, you can let us know.   (मैं गाजियाबाद सेक्टर 16 में बैठता हूं मैं। अगर नियरेस्ट आपको विजिट करना हो तो हम बता देना।)\n[100s] CUSTOMER: Okay sir, okay, okay.   (ठीक है सर, ठीक है, ठीक है।)\n[101s] AGENT: Okay?   (ठीक है?)\n[102s] CUSTOMER: Alright, thank you.   (ऑलराइट, धन्यवाद।)\n[104s] AGENT: Hello, cancel it.   (हेलो, कैंसिल कीजिए।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 51,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly affect 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": "The customer told you their exact problems with dealers are speed and availability. You must use this to pitch our specific solutions, like same-day dispatch from our stockyards and guaranteed material with Test Certificates.",
  "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": 1,
  "material_detected": "square pipes",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "For the material the agent could supply (CRCA), no supply constraints were mentioned.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "Customer from 'Bharat Elevator' registered to find a direct material source, citing delays and availability issues with their current dealers. They require .5mm CRCA sheets (approx. 6-7 MT/month) and square pipes. The agent confirmed they can supply CRCA but not pipes, and shared his contact details for future requirements. The call ended without any specific next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Greetings sir, this is Abhinav Gautam speaking from the JSW One Ghaziabad office. ... Yes, sir, we received your form, Bharat Elevator.\", \"comment\": \"The agent provided a warm opening and correctly referenced the customer's new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Yes, sir, we received your form, Bharat Elevator.\", \"comment\": \"Agent only verified the company name. Procurement city, decision-making involvement, and best contact details were not asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What all materials do you purchase, sir? ... So, what is your monthly requirement for CRCA, sir?\", \"comment\": \"Agent only asked about material type and monthly quantity. Business application was volunteered by the customer, but brands, payment terms, and current JSW buying status were not explored.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any platform benefits like transparent pricing, test certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Whenever you have a requirement for CR, you can WhatsApp me or call me on my number.\", \"comment\": \"The agent did not ask for a current requirement or schedule a specific callback, instead leaving it open-ended for the customer to reach out.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So I should save this number, if there's anything, let me know.\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled. The next step was left undefined.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The customer told you their exact problems with dealers are speed and availability. You must use this to pitch our specific solutions, like same-day dispatch from our stockyards and guaranteed material with Test Certificates.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"square pipes\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"For the material the agent could supply (CRCA), no supply constraints were mentioned.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"Customer from 'Bharat Elevator' registered to find a direct material source, citing delays and availability issues with their current dealers. They require .5mm CRCA sheets (approx. 6-7 MT/month) and square pipes. The agent confirmed they can supply CRCA but not pipes, and shared his contact details for future requirements. The call ended without any specific next steps.\"}",
  "error": null,
  "latency_ms": 36004,
  "input_tokens": 4547,
  "output_tokens": 862,
  "created_at": "2026-09-25 11:27:13",
  "sentiment": "positive",
  "sentiment_score": 0.397,
  "sentiment_confidence": "high",
  "pos": 15,
  "neg": 2,
  "lex_hits": 23,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.54,
  "agent_talk_sec": 47.6,
  "customer_talk_sec": 40.5,
  "dead_air_sec": 93.9,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 332.8,
  "interruptions": 0,
  "agent_turns": 25,
  "customer_turns": 26,
  "discovery_qs": 11,
  "words_agent": 264,
  "words_customer": 225,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178875846311",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.38,
      "end_s": 0.8,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178875846311",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.23,
      "end_s": 1.59,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178875846311",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.16,
      "end_s": 2.5,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 5.88,
      "text_en": "Greetings sir, this is Abhinav Gautam speaking from the JSW One Ghaziabad office.",
      "text_native": "नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One गाजियाबाद ऑफिस से।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.27,
      "end_s": 6.71,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 8.2,
      "text_en": "I'm calling from JSW One.",
      "text_native": "JSW One से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.2,
      "end_s": 9.1,
      "text_en": "Okay okay, JSW.",
      "text_native": "ओके ओके JSW."
    },
    {
      "ucid": "21112178875846311",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.58,
      "end_s": 11.8,
      "text_en": "Yes, sir, we received your form, Bharat Elevator.",
      "text_native": "जी, आपका सर फॉर्म रिसीव हुआ था भारत एलिवेटर हमारे पास।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.29,
      "end_s": 13.6,
      "text_en": "Right right, I had received an ad.",
      "text_native": "राइट राइट, मेरे पास तो एक ऐड आया था।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.9,
      "end_s": 14.38,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.38,
      "end_s": 20.6,
      "text_en": "Actually, yes, it keeps getting used on projects. So let's try and see if we can get the material directly from you, because it takes time through a dealer, and there's also an issue with material availability.",
      "text_native": "एक्चुअली मैं हां प्रोजेक्ट पे यूज़ होता रहता है। तो ट्राई करके देखते हैं अगर डायरेक्ट फ्रॉम आपसे मटेरियल उठ जाए क्योंकि डीलर के थ्रू टाइम भी लगता है, मटेरियल की अवेलेबिलिटी की भी इशू होता है।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 22.3,
      "text_en": "What all materials do you purchase, sir?",
      "text_native": "क्या-क्या मटेरियल परचेस करते हैं सर आप?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.7,
      "end_s": 26.3,
      "text_en": "Uh, I had seen that pipes, have square pipes also been added to your catalog? Square pipes?",
      "text_native": "अह मैंने देखा था कि पाइप्स, स्क्वायर पाइप्स भी यूज़ आप आपके उसमें ऐड हो गया है कैटलॉग में? स्क्वायर पाइप्स?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.6,
      "end_s": 29.8,
      "text_en": "We mostly don't deal in square pipes right now, I mean, we have to check. And apart from this",
      "text_native": "स्क्वायर पाइप्स मोस्टली हम अभी करते नहीं है, मतलब चेक करना पड़ता है। और इसके अलावा"
    },
    {
      "ucid": "21112178875846311",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 30.8,
      "text_en": "Okay, okay, okay. You tell me your",
      "text_native": "अच्छा अच्छा अच्छा। आप मुझे अपनी"
    },
    {
      "ucid": "21112178875846311",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 34.3,
      "text_en": "Mostly my, mostly my CRCA sheet, the .5 mm CRCA sheet is used, powder coated.",
      "text_native": "मोस्टली मेरा, मोस्टली मेरा CRCA शीट, CRCA शीट .5 mm वाली यूज़ होती है पाउडर कोटेड।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 16,
      "speaker": "agent",
      "start_s": 34.7,
      "end_s": 35.7,
      "text_en": "Okay, CRCA sheet, right?",
      "text_native": "अच्छा CRCA शीट ना?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 17,
      "speaker": "customer",
      "start_s": 35.7,
      "end_s": 36.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 18,
      "speaker": "agent",
      "start_s": 36.6,
      "end_s": 38.1,
      "text_en": "Hmm, .5 mm. And apart from this, sir?",
      "text_native": "हम्म, .5 mm. और इसके अलावा सर?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.9,
      "text_en": "And apart from this, square pipes are used.",
      "text_native": "और इसके अलावा स्क्वायर पाइप्स यूज़ होते हैं।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 41.8,
      "text_en": "So, what is your monthly requirement for CRCA, sir?",
      "text_native": "तो CRCA में कितनी रिक्वायरमेंट रहती है सर आपकी मंथली?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 21,
      "speaker": "customer",
      "start_s": 42.3,
      "end_s": 45.3,
      "text_en": "Uh, if I tell you a monthly tentative, it means the purchase is around three to four lakh rupees.",
      "text_native": "अह मंथली टेंटेटिव बताऊं तो मतलब तीन से चार लाख रुपए की परचेस रहती है।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 22,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 48.8,
      "text_en": "Meaning three to four, meaning you take six to seven tons of CR material, right?",
      "text_native": "यानी तीन से चार यानी कि छह सात टन माल आप CR में लेते हो ना?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.1,
      "end_s": 52.0,
      "text_en": "Uh, I'm not sure in tons what the kg would be. I mean, I have an idea of the purchase amount.",
      "text_native": "अह टन में मैं श्योर नहीं हूं क्या रहता होगा केजी का। मतलब परचेस का मेरेको आईडिया है इतना।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 24,
      "speaker": "agent",
      "start_s": 52.5,
      "end_s": 54.3,
      "text_en": "Yes, so we can give you CR in this, okay?",
      "text_native": "जी, तो आप हम CR इसमें आपको दे सकते हैं, ठीक है?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 25,
      "speaker": "customer",
      "start_s": 54.6,
      "end_s": 55.1,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 26,
      "speaker": "agent",
      "start_s": 55.4,
      "end_s": 59.8,
      "text_en": "Whenever you have a requirement for CR, you can WhatsApp me or call me on my number. I have sent the number, okay, to you, okay?",
      "text_native": "जब भी आपकी CR की रिक्वायरमेंट आए हो ना, तो आप मुझे WhatsApp कर देना या मुझे कॉल कर लेना मेरे नंबर पे। मैंने डाला है नंबर मैं ठीक है आपको, ठीक है?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 27,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 63.4,
      "text_en": "So, as I work pan-India, can you make it available to me pan-India or in particular locations?",
      "text_native": "तो जैसे मैं पैन इंडिया काम करता हूं, तो आप मेरेको पैन इंडिया अवेलेबल करा सकते हो या फिर पर्टिकुलर लोकेशंस में?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 28,
      "speaker": "agent",
      "start_s": 63.7,
      "end_s": 65.2,
      "text_en": "No, pan-India, ours is also pan-India, sir.",
      "text_native": "नहीं, पैन इंडिया, हमारा भी पैन इंडिया है सर आपका।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 29,
      "speaker": "customer",
      "start_s": 65.2,
      "end_s": 66.4,
      "text_en": "Yours is pan-India, right? Yes, that's why.",
      "text_native": "पैन इंडिया ही है ना आपका? हां, इसीलिए।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 30,
      "speaker": "agent",
      "start_s": 66.4,
      "end_s": 67.1,
      "text_en": "Yes, it's pan-India.",
      "text_native": "जी, पैन इंडिया है।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 31,
      "speaker": "customer",
      "start_s": 67.4,
      "end_s": 68.4,
      "text_en": "So from where do you provide the service?",
      "text_native": "तो कहां से आप सर्विस प्रोवाइड करते हैं?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 32,
      "speaker": "agent",
      "start_s": 68.4,
      "end_s": 69.6,
      "text_en": "I do it pan-India, sir, pan-India.",
      "text_native": "मैं पैन इंडिया करता हूं सर, पैन इंडिया।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 33,
      "speaker": "customer",
      "start_s": 69.9,
      "end_s": 70.5,
      "text_en": "Yes, pan-India, right? So",
      "text_native": "हां, पैन इंडिया ना? तो"
    },
    {
      "ucid": "21112178875846311",
      "idx": 34,
      "speaker": "agent",
      "start_s": 70.8,
      "end_s": 73.8,
      "text_en": "Whichever make you ask for, we can provide that make in CR. Tata, JSW, AMNS, SAIL.",
      "text_native": "हम आपको जो मेक बोलोगे, वो मेक CR में हम दे सकते हैं। Tata, JSW, AMNS, SAIL."
    },
    {
      "ucid": "21112178875846311",
      "idx": 35,
      "speaker": "customer",
      "start_s": 74.2,
      "end_s": 74.7,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 36,
      "speaker": "agent",
      "start_s": 75.2,
      "end_s": 78.8,
      "text_en": "Whatever you say, whatever is approved by you, we will give you a quotation accordingly, okay sir? Just that our payment term is advance, that I will",
      "text_native": "जो आप बोलोगे, जो आपका अप्रूव होगा, उसके हिसाब से आपको कोटेशन देंगे, ठीक है सर? बस पेमेंट टर्म हमारा एडवांस रहता है, वो आपको मैं"
    },
    {
      "ucid": "21112178875846311",
      "idx": 37,
      "speaker": "customer",
      "start_s": 78.8,
      "end_s": 80.1,
      "text_en": "Yes, that will be advance only.",
      "text_native": "हां, वो तो एडवांस ही रहेगा वो तो।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 38,
      "speaker": "agent",
      "start_s": 80.9,
      "end_s": 84.6,
      "text_en": "Just one thing is there at our end, right now we are not able to do credit that well. But we will be able to provide the material to you, okay?",
      "text_native": "बस एक चीज वो है हमारे यहां, अभी हम क्रेडिट का इतना अच्छे से नहीं कर पा रहे। पर मटेरियल हम दे पाएंगे आपको, ठीक है?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 39,
      "speaker": "customer",
      "start_s": 85.1,
      "end_s": 86.5,
      "text_en": "So, so give me your personal number.",
      "text_native": "तो, तो मेरेको अपना पर्सनल नंबर दीजिए।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 40,
      "speaker": "agent",
      "start_s": 86.9,
      "end_s": 89.8,
      "text_en": "See, I have sent my personal number on WhatsApp itself. It has everything written, what all we serve.",
      "text_native": "पर्सनल नंबर देखो मैंने WhatsApp में ही डाला है आपको। उसमें सब चीज लिखी है हम क्या क्या सर्व करते हैं।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 41,
      "speaker": "customer",
      "start_s": 89.8,
      "end_s": 91.1,
      "text_en": "Okay okay okay, JSW One of the",
      "text_native": "ओके ओके ओके, JSW One of the"
    },
    {
      "ucid": "21112178875846311",
      "idx": 42,
      "speaker": "agent",
      "start_s": 91.6,
      "end_s": 91.9,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 43,
      "speaker": "customer",
      "start_s": 92.4,
      "end_s": 94.0,
      "text_en": "So I should save this number, if there's anything, let me know.",
      "text_native": "तो इस नंबर को सेव कर लूं, आप कुछ रहे तो बताना।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 44,
      "speaker": "agent",
      "start_s": 94.6,
      "end_s": 95.3,
      "text_en": "Abhinav Gautam.",
      "text_native": "अभिनव गौतम।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 45,
      "speaker": "customer",
      "start_s": 95.3,
      "end_s": 96.0,
      "text_en": "Yes, Abhinav Gautam.",
      "text_native": "जी, अभिनव गौतम।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 46,
      "speaker": "agent",
      "start_s": 96.0,
      "end_s": 99.4,
      "text_en": "I sit in Ghaziabad Sector 16. If you want to visit nearby, you can let us know.",
      "text_native": "मैं गाजियाबाद सेक्टर 16 में बैठता हूं मैं। अगर नियरेस्ट आपको विजिट करना हो तो हम बता देना।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 47,
      "speaker": "customer",
      "start_s": 99.8,
      "end_s": 100.8,
      "text_en": "Okay sir, okay, okay.",
      "text_native": "ठीक है सर, ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 48,
      "speaker": "agent",
      "start_s": 101.1,
      "end_s": 101.4,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178875846311",
      "idx": 49,
      "speaker": "customer",
      "start_s": 101.7,
      "end_s": 102.5,
      "text_en": "Alright, thank you.",
      "text_native": "ऑलराइट, धन्यवाद।"
    },
    {
      "ucid": "21112178875846311",
      "idx": 50,
      "speaker": "agent",
      "start_s": 103.9,
      "end_s": 105.1,
      "text_en": "Hello, cancel it.",
      "text_native": "हेलो, कैंसिल कीजिए।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178875846311",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Greetings sir, this is Abhinav Gautam speaking from the JSW One Ghaziabad office. ... Yes, sir, we received your form, Bharat Elevator.",
      "comment": "The agent provided a warm opening and correctly referenced the customer's new registration."
    },
    {
      "ucid": "21112178875846311",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Yes, sir, we received your form, Bharat Elevator.",
      "comment": "Agent only verified the company name. Procurement city, decision-making involvement, and best contact details were not asked."
    },
    {
      "ucid": "21112178875846311",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "What all materials do you purchase, sir? ... So, what is your monthly requirement for CRCA, sir?",
      "comment": "Agent only asked about material type and monthly quantity. Business application was volunteered by the customer, but brands, payment terms, and current JSW buying status were not explored."
    },
    {
      "ucid": "21112178875846311",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain any platform benefits like transparent pricing, test certificates, or stockyard availability."
    },
    {
      "ucid": "21112178875846311",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Whenever you have a requirement for CR, you can WhatsApp me or call me on my number.",
      "comment": "The agent did not ask for a current requirement or schedule a specific callback, instead leaving it open-ended for the customer to reach out."
    },
    {
      "ucid": "21112178875846311",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So I should save this number, if there's anything, let me know.",
      "comment": "The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled. The next step was left undefined."
    }
  ],
  "objections": [],
  "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": []
}