{
  "ucid": "21112178877285521",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 14:50:55",
  "end_time": "2026-09-07 14:54:56",
  "duration_sec": 241,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA657cc6b2f48f09d79f4de1d271cad2bf.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 725,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178877285521__DIA657cc6b2f48f09d79f4de1d271cad2bf.mp3",
  "audio_bytes": 667656,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 222.552,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes   (हां जी)\n[3s] AGENT: Yeah, are you speaking from Steel Impex India, sir?   (Yeah, Steel Impex India से बात कर रहे हैं सर?)\n[5s] CUSTOMER: Yes, yes.   (हां हां)\n[5s] AGENT: Sir, greetings. This is Abdul speaking from JSW One.   (सर नमस्कार, अब्दुल बात कर रहा हूं मैं JSW One से।)\n[7s] CUSTOMER: Speak.   (बोलिए।)\n[8s] AGENT: Sir, you had placed an inquiry on the JSW platform, I think for GI.   (आपने सर JSW के प्लेटफार्म पे आपने इंक्वायरी डाले थे I think GI का।)\n[11s] CUSTOMER: Yes.   (हां।)\n[11s] AGENT: Sir, I called for that. Which material do you need, sir?   (सर उसके लिए फोन किया था। कौन सा मटेरियल लगता है सर आपको?)\n[13s] CUSTOMER: Do you get this GP coil?   (ये GP coil मिलता है क्या?)\n[15s] AGENT: Yes, we do get GP coil.   (हां GP coil मिलता है ना।)\n[16s] CUSTOMER: Okay.   (अच्छा।)\n[18s] AGENT: You need GP?   (GP लगता है आपको?)\n[19s] CUSTOMER: One minute, yes.   (एक मिनट हां।)\n[20s] AGENT: Okay.   (ठीक है।)\n[24s] CUSTOMER: Yes, this GP coil in 0.8 mm thickness.   (हां ये GP coil 0.8 mm का thickness में।)\n[27s] AGENT: GP coil how much? 0.8 mm?   (GP coil कितना? 0.8 mm?)\n[28s] CUSTOMER: Hmm.   (हम्म।)\n[28s] AGENT: What will be the coating? 80 GSM, 120 GSM?   (Coating कितना रहेगा? 80 GSM, 120 GSM?)\n[31s] CUSTOMER: 120 GSM.\n[32s] AGENT: 120. What will be the quantity, how many tons?   (120. कितना quantity कितना ton रहेगा?)\n[33s] CUSTOMER: Three-three tons.   (तीन-तीन टन।)\n[34s] AGENT: Two and a half-two and a half. No no, the MOQ is five tons. MOQ is five tons for a single size, sir.   (ढाई-ढाई। नहीं नहीं, पांच टन का MOQ है। MOQ पांच टन मिलता है single size में सर।)\n[37s] CUSTOMER: Okay, five tons. So single... Okay, do you get PPGI coil?   (अच्छा पांच टन। तो single... अच्छा PPGI coil आता है क्या?)\n[39s] AGENT: Yes, PPGI also comes, GL comes, PPGI comes.   (हां PPGI भी आता है, GL आता है, PPGI आता है।)\n[41s] CUSTOMER: This PPGI coil RAL 9002, four tons, 80 GSM.   (ये PPGI coil RAL 9002, चार टन, 80 GSM.)\n[43s] AGENT: It comes in five tons.   (पांच टन का आता है।)\n[44s] CUSTOMER: Yes, five tons of 80 GSM.   (हां पांच टन का 80 GSM.)\n[45s] AGENT: And 80 GSM doesn't come in PPGL. PPGL comes in AZ 70 or AZ 150 comes in PPGL.   (और 80 GSM आता ही नहीं है PPGL। PPGL आता है AZ 70 या AZ 150 आता है PPGL।)\n[48s] CUSTOMER: Are PPGI and PPGL different?   (PPGI और PPGL अलग हो गया क्या?)\n[49s] AGENT: Yes.   (हां।)\n[50s] CUSTOMER: Okay, how much GSM will PPGL be?   (अच्छा PPGL कितना GSM आएगा?)\n[51s] AGENT: And in that, sir, it comes... 1... 150 AZ 150 is the coating and one is AZ 70.   (और उसमें आता है सर 1... 150 AZ 150 होता है coating और एक होता है AZ 70.)\n[54s] CUSTOMER: Yes.   (हां।)\n[55s] AGENT: So which one do you want? AZ 70 or AZ 150? And which one, I mean, do you go for PPGL, need GP, what do you need?   (तो आपको कौन सा चाहिए? AZ 70 या फिर AZ 150? और कौन सा मतलब आपको PPGL जाता है, GP चाहिए, क्या चाहिए आपको?)\n[58s] CUSTOMER: AZ 70 will work for me instead of 80 GSM. RAL 9002, this is the color.   (AZ 70 चलेगा मुझे 80 GSM के बदले। RAL 9002 ये है color.)\n[61s] AGENT: Hmm. Okay, okay. What do you do? Do you do trading? You have to do trading?   (हम्म। अच्छा अच्छा। क्या करते हैं आपको? ट्रेडिंग करना है? आपको ट्रेडिंग करना है?)\n[64s] CUSTOMER: Yes.   (हां।)\n[64s] AGENT: Okay, okay. Quantity, you need one coil? A five-ton coil comes, you need any one?   (अच्छा अच्छा। Quantity एक coil चाहिए आपको? पांच टन का एक coil आता है, कोई भी चाहिए आपको?)\n[67s] CUSTOMER: We'll take that, yes yes.   (वो ले लेंगे, हां हां।)\n[68s] AGENT: Okay, okay. You WhatsApp me, okay? Which color do you need in PPGL? There are three brands in PPGL. JSW Pragati, JSW Coloron Plus, JSW Indradhanush. Which one do you need?   (अच्छा अच्छा। आप मेरे को WhatsApp कर दीजिए ठीक है? PPGL में कौन सा color चाहिए आपको? PPGL में तीन brand आता है। JSW Pragati, JSW Coloron Plus, JSW Indradhanush. कौन सा चाहिए आपको?)\n[74s] CUSTOMER: PPGL, three types come, meaning what is the difference between the three?   (PPGL तीन आते हैं मतलब उसमें फर्क क्या है तीनों में?)\n[76s] AGENT: Three brands come. One is Indradhanush, Pragati comes, one Coloron Plus comes of AZ 50, 150, 150 Coloron Plus. Pragati comes of 70 GSM. Indradhanush comes.   (तीन brand आता है। एक Indradhanush आता है, Pragati आता है, एक Coloron Plus आता है AZ 50 का आता है, 150, 150 Coloron Plus. Pragati आता है 70 GSM का। Indradhanush आता है।)\n[82s] CUSTOMER: What is the price for the 70 GSM one?   (70 GSM वाला क्या भाव है?)\n[84s] AGENT: 95.\n[85s] CUSTOMER: 95 plus GST?\n[86s] AGENT: Yes. Yes. Plus transport.   (हां। हां। Plus transport.)\n[88s] CUSTOMER: Ex where from?   (Ex कहां से?)\n[89s] AGENT: Taloja.\n[90s] CUSTOMER: Okay, in whose name is this billing done?   (अच्छा, ये billing किसके नाम से होता है?)\n[91s] AGENT: JSW sir, you are talking to JSW, so the billing will be in JSW's name, right?   (JSW सर, JSW से बात कर रहे हैं तो JSW के नाम से ना billing होगा।)\n[94s] CUSTOMER: Okay, billing from JSW. 95 and how much for loading?   (अच्छा, billing JSW का। 95 और loading कितना?)\n[96s] AGENT: Loading is included, all.   (Loading include रहता है, all.)\n[97s] CUSTOMER: Everything included. Okay. Okay, if this coil is needed with cutting, is it available? Eight four?   (सब include। ठीक है। अच्छा ये coil cutting करके चाहिए होता है तो मिल जाता है? आठ चार?)\n[100s] AGENT: Hmm? Yes, it will be available.   (हम्म? हां मिल जाएगा।)\n[102s] CUSTOMER: At the same price?   (Same भाव पे?)\n[103s] AGENT: Hmm.   (हम्म।)\n[104s] CUSTOMER: Okay. Save this number...   (ठीक है। ये नंबर save कर...)\n[105s] AGENT: I am WhatsApping you, okay?   (आपको मैं WhatsApp कर दे रहा हूं, ठीक है?)\n[107s] CUSTOMER: Okay, WhatsApp it.   (ठीक है, WhatsApp कर दो।)\n[108s] AGENT: Okay. You send me the inquiry.   (ठीक है। आप मेरे को inquiry भेज दीजिए।)\n[110s] CUSTOMER: Yes. I will send the inquiry to you, that will work, right, even directly?   (हां। मैं inquiry आपको भेजूंगा चलेगा ना, direct भी?)\n[111s] AGENT: What are you saying, sir?   (क्या बोल रहे हैं सर?)\n[112s] CUSTOMER: I will send the inquiry to you only, that will work, right, directly?   (मैं आपको ही inquiry भेजूंगा चलेगा ना direct?)\n[114s] AGENT: Yes, it will work, it will work. I am WhatsApping you from my personal number. Once, which material you need, you send it to me properly, okay?   (हां चलेगा चलेगा। आपको मैं WhatsApp कर रहा हूं अपना personal number से। एक बार आपको कौन सा material चाहिए मुझे आप proper भेज दीजिए, ठीक है?)\n[118s] CUSTOMER: Yes.   (हां।)\n[118s] AGENT: Okay sir, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 68,
  "connected": 1,
  "audio_notes": "clear: The agent speaks quickly at times, but the audio is generally clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "68 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "Ask more discovery questions to understand the customer's business, such as their total monthly requirement and current suppliers, to build a stronger value proposition beyond just price.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader, initially inquired about GP coil but then pivoted to PPGL. The agent clarified the specs (AZ 70 coating, 5 MT quantity) after the customer's initial request was below MOQ and for a non-standard GSM. The agent provided an ex-works price from Taloja and the call ended with an agreement to continue the conversation over WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed an inquiry on the JSW platform, I think for GI.\", \"comment\": \"The agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"GP coil how much? 0.8 mm? ... Coating कितना रहेगा? 80 GSM, 120 GSM? ... कितना quantity कितना ton रहेगा?\", \"comment\": \"Agent confirmed product/grade, thickness, and quantity, but did not proactively ask for delivery location or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you do? Do you do trading? You have to do trading?\", \"comment\": \"Agent only asked about the customer's business type (trading) and missed all other discovery questions.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"95. ... Plus transport. ... Taloja.\", \"comment\": \"Agent provided an ex-works price but did not commit to a delivered price or a timeline for the quote, and did not attempt to close the sale.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"evidence\": \"PPGL में तीन brand आता है। JSW Pragati, JSW Coloron Plus, JSW Indradhanush. कौन सा चाहिए आपको?\", \"comment\": \"The agent did not re-pitch the entire portfolio, instead focusing on explaining the relevant brands within the product category the customer asked about.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Ask more discovery questions to understand the customer's business, such as their total monthly requirement and current suppliers, to build a stronger value proposition beyond just price.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": [], \"call_summary\": \"The customer, a trader, initially inquired about GP coil but then pivoted to PPGL. The agent clarified the specs (AZ 70 coating, 5 MT quantity) after the customer's initial request was below MOQ and for a non-standard GSM. The agent provided an ex-works price from Taloja and the call ended with an agreement to continue the conversation over WhatsApp.\"}",
  "error": null,
  "latency_ms": 36993,
  "input_tokens": 4964,
  "output_tokens": 758,
  "created_at": "2026-09-25 11:25:13",
  "sentiment": "positive",
  "sentiment_score": 0.54,
  "sentiment_confidence": "high",
  "pos": 18,
  "neg": 0,
  "lex_hits": 25,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.625,
  "agent_talk_sec": 57.8,
  "customer_talk_sec": 34.7,
  "dead_air_sec": 148.5,
  "longest_monologue_sec": 5.7,
  "agent_wpm": 362.3,
  "interruptions": 0,
  "agent_turns": 34,
  "customer_turns": 34,
  "discovery_qs": 24,
  "words_agent": 349,
  "words_customer": 192,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877285521",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.48,
      "end_s": 0.88,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178877285521",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 1.93,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178877285521",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.3,
      "end_s": 2.6,
      "text_en": "Yes",
      "text_native": "हां जी"
    },
    {
      "ucid": "21112178877285521",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 4.3,
      "text_en": "Yeah, are you speaking from Steel Impex India, sir?",
      "text_native": "Yeah, Steel Impex India से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.59,
      "end_s": 4.97,
      "text_en": "Yes, yes.",
      "text_native": "हां हां"
    },
    {
      "ucid": "21112178877285521",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 7.1,
      "text_en": "Sir, greetings. This is Abdul speaking from JSW One.",
      "text_native": "सर नमस्कार, अब्दुल बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.46,
      "end_s": 7.8,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.1,
      "end_s": 10.3,
      "text_en": "Sir, you had placed an inquiry on the JSW platform, I think for GI.",
      "text_native": "आपने सर JSW के प्लेटफार्म पे आपने इंक्वायरी डाले थे I think GI का।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 12.8,
      "text_en": "Sir, I called for that. Which material do you need, sir?",
      "text_native": "सर उसके लिए फोन किया था। कौन सा मटेरियल लगता है सर आपको?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.3,
      "end_s": 14.4,
      "text_en": "Do you get this GP coil?",
      "text_native": "ये GP coil मिलता है क्या?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.7,
      "end_s": 15.7,
      "text_en": "Yes, we do get GP coil.",
      "text_native": "हां GP coil मिलता है ना।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 12,
      "speaker": "customer",
      "start_s": 16.4,
      "end_s": 16.7,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 13,
      "speaker": "agent",
      "start_s": 17.6,
      "end_s": 18.2,
      "text_en": "You need GP?",
      "text_native": "GP लगता है आपको?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 14,
      "speaker": "customer",
      "start_s": 18.9,
      "end_s": 19.6,
      "text_en": "One minute, yes.",
      "text_native": "एक मिनट हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 15,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 20.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 26.2,
      "text_en": "Yes, this GP coil in 0.8 mm thickness.",
      "text_native": "हां ये GP coil 0.8 mm का thickness में।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 17,
      "speaker": "agent",
      "start_s": 26.6,
      "end_s": 27.8,
      "text_en": "GP coil how much? 0.8 mm?",
      "text_native": "GP coil कितना? 0.8 mm?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 18,
      "speaker": "customer",
      "start_s": 28.1,
      "end_s": 28.3,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 19,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 30.1,
      "text_en": "What will be the coating? 80 GSM, 120 GSM?",
      "text_native": "Coating कितना रहेगा? 80 GSM, 120 GSM?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 20,
      "speaker": "customer",
      "start_s": 30.6,
      "end_s": 31.4,
      "text_en": "120 GSM.",
      "text_native": "120 GSM."
    },
    {
      "ucid": "21112178877285521",
      "idx": 21,
      "speaker": "agent",
      "start_s": 31.8,
      "end_s": 33.1,
      "text_en": "120. What will be the quantity, how many tons?",
      "text_native": "120. कितना quantity कितना ton रहेगा?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 22,
      "speaker": "customer",
      "start_s": 33.4,
      "end_s": 34.2,
      "text_en": "Three-three tons.",
      "text_native": "तीन-तीन टन।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 23,
      "speaker": "agent",
      "start_s": 34.4,
      "end_s": 36.6,
      "text_en": "Two and a half-two and a half. No no, the MOQ is five tons. MOQ is five tons for a single size, sir.",
      "text_native": "ढाई-ढाई। नहीं नहीं, पांच टन का MOQ है। MOQ पांच टन मिलता है single size में सर।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 24,
      "speaker": "customer",
      "start_s": 36.8,
      "end_s": 38.8,
      "text_en": "Okay, five tons. So single... Okay, do you get PPGI coil?",
      "text_native": "अच्छा पांच टन। तो single... अच्छा PPGI coil आता है क्या?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 25,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 40.5,
      "text_en": "Yes, PPGI also comes, GL comes, PPGI comes.",
      "text_native": "हां PPGI भी आता है, GL आता है, PPGI आता है।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 26,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 42.8,
      "text_en": "This PPGI coil RAL 9002, four tons, 80 GSM.",
      "text_native": "ये PPGI coil RAL 9002, चार टन, 80 GSM."
    },
    {
      "ucid": "21112178877285521",
      "idx": 27,
      "speaker": "agent",
      "start_s": 43.2,
      "end_s": 43.9,
      "text_en": "It comes in five tons.",
      "text_native": "पांच टन का आता है।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 28,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 44.9,
      "text_en": "Yes, five tons of 80 GSM.",
      "text_native": "हां पांच टन का 80 GSM."
    },
    {
      "ucid": "21112178877285521",
      "idx": 29,
      "speaker": "agent",
      "start_s": 45.0,
      "end_s": 47.5,
      "text_en": "And 80 GSM doesn't come in PPGL. PPGL comes in AZ 70 or AZ 150 comes in PPGL.",
      "text_native": "और 80 GSM आता ही नहीं है PPGL। PPGL आता है AZ 70 या AZ 150 आता है PPGL।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 30,
      "speaker": "customer",
      "start_s": 47.9,
      "end_s": 49.1,
      "text_en": "Are PPGI and PPGL different?",
      "text_native": "PPGI और PPGL अलग हो गया क्या?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 31,
      "speaker": "agent",
      "start_s": 49.3,
      "end_s": 49.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 32,
      "speaker": "customer",
      "start_s": 49.9,
      "end_s": 50.8,
      "text_en": "Okay, how much GSM will PPGL be?",
      "text_native": "अच्छा PPGL कितना GSM आएगा?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 33,
      "speaker": "agent",
      "start_s": 50.9,
      "end_s": 54.0,
      "text_en": "And in that, sir, it comes... 1... 150 AZ 150 is the coating and one is AZ 70.",
      "text_native": "और उसमें आता है सर 1... 150 AZ 150 होता है coating और एक होता है AZ 70."
    },
    {
      "ucid": "21112178877285521",
      "idx": 34,
      "speaker": "customer",
      "start_s": 54.4,
      "end_s": 54.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 35,
      "speaker": "agent",
      "start_s": 54.9,
      "end_s": 58.1,
      "text_en": "So which one do you want? AZ 70 or AZ 150? And which one, I mean, do you go for PPGL, need GP, what do you need?",
      "text_native": "तो आपको कौन सा चाहिए? AZ 70 या फिर AZ 150? और कौन सा मतलब आपको PPGL जाता है, GP चाहिए, क्या चाहिए आपको?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 36,
      "speaker": "customer",
      "start_s": 58.2,
      "end_s": 60.8,
      "text_en": "AZ 70 will work for me instead of 80 GSM. RAL 9002, this is the color.",
      "text_native": "AZ 70 चलेगा मुझे 80 GSM के बदले। RAL 9002 ये है color."
    },
    {
      "ucid": "21112178877285521",
      "idx": 37,
      "speaker": "agent",
      "start_s": 61.0,
      "end_s": 63.4,
      "text_en": "Hmm. Okay, okay. What do you do? Do you do trading? You have to do trading?",
      "text_native": "हम्म। अच्छा अच्छा। क्या करते हैं आपको? ट्रेडिंग करना है? आपको ट्रेडिंग करना है?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 38,
      "speaker": "customer",
      "start_s": 63.6,
      "end_s": 63.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 39,
      "speaker": "agent",
      "start_s": 64.4,
      "end_s": 66.9,
      "text_en": "Okay, okay. Quantity, you need one coil? A five-ton coil comes, you need any one?",
      "text_native": "अच्छा अच्छा। Quantity एक coil चाहिए आपको? पांच टन का एक coil आता है, कोई भी चाहिए आपको?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 40,
      "speaker": "customer",
      "start_s": 67.1,
      "end_s": 68.0,
      "text_en": "We'll take that, yes yes.",
      "text_native": "वो ले लेंगे, हां हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 41,
      "speaker": "agent",
      "start_s": 68.2,
      "end_s": 73.4,
      "text_en": "Okay, okay. You WhatsApp me, okay? Which color do you need in PPGL? There are three brands in PPGL. JSW Pragati, JSW Coloron Plus, JSW Indradhanush. Which one do you need?",
      "text_native": "अच्छा अच्छा। आप मेरे को WhatsApp कर दीजिए ठीक है? PPGL में कौन सा color चाहिए आपको? PPGL में तीन brand आता है। JSW Pragati, JSW Coloron Plus, JSW Indradhanush. कौन सा चाहिए आपको?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 42,
      "speaker": "customer",
      "start_s": 73.9,
      "end_s": 76.1,
      "text_en": "PPGL, three types come, meaning what is the difference between the three?",
      "text_native": "PPGL तीन आते हैं मतलब उसमें फर्क क्या है तीनों में?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 43,
      "speaker": "agent",
      "start_s": 76.4,
      "end_s": 82.1,
      "text_en": "Three brands come. One is Indradhanush, Pragati comes, one Coloron Plus comes of AZ 50, 150, 150 Coloron Plus. Pragati comes of 70 GSM. Indradhanush comes.",
      "text_native": "तीन brand आता है। एक Indradhanush आता है, Pragati आता है, एक Coloron Plus आता है AZ 50 का आता है, 150, 150 Coloron Plus. Pragati आता है 70 GSM का। Indradhanush आता है।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 44,
      "speaker": "customer",
      "start_s": 82.2,
      "end_s": 83.4,
      "text_en": "What is the price for the 70 GSM one?",
      "text_native": "70 GSM वाला क्या भाव है?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 45,
      "speaker": "agent",
      "start_s": 83.8,
      "end_s": 84.4,
      "text_en": "95.",
      "text_native": "95."
    },
    {
      "ucid": "21112178877285521",
      "idx": 46,
      "speaker": "customer",
      "start_s": 84.9,
      "end_s": 85.7,
      "text_en": "95 plus GST?",
      "text_native": "95 plus GST?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 47,
      "speaker": "agent",
      "start_s": 85.8,
      "end_s": 86.9,
      "text_en": "Yes. Yes. Plus transport.",
      "text_native": "हां। हां। Plus transport."
    },
    {
      "ucid": "21112178877285521",
      "idx": 48,
      "speaker": "customer",
      "start_s": 87.6,
      "end_s": 88.2,
      "text_en": "Ex where from?",
      "text_native": "Ex कहां से?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 49,
      "speaker": "agent",
      "start_s": 88.7,
      "end_s": 89.3,
      "text_en": "Taloja.",
      "text_native": "Taloja."
    },
    {
      "ucid": "21112178877285521",
      "idx": 50,
      "speaker": "customer",
      "start_s": 89.8,
      "end_s": 91.1,
      "text_en": "Okay, in whose name is this billing done?",
      "text_native": "अच्छा, ये billing किसके नाम से होता है?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 51,
      "speaker": "agent",
      "start_s": 91.3,
      "end_s": 93.4,
      "text_en": "JSW sir, you are talking to JSW, so the billing will be in JSW's name, right?",
      "text_native": "JSW सर, JSW से बात कर रहे हैं तो JSW के नाम से ना billing होगा।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 52,
      "speaker": "customer",
      "start_s": 93.6,
      "end_s": 95.4,
      "text_en": "Okay, billing from JSW. 95 and how much for loading?",
      "text_native": "अच्छा, billing JSW का। 95 और loading कितना?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 53,
      "speaker": "agent",
      "start_s": 95.7,
      "end_s": 96.8,
      "text_en": "Loading is included, all.",
      "text_native": "Loading include रहता है, all."
    },
    {
      "ucid": "21112178877285521",
      "idx": 54,
      "speaker": "customer",
      "start_s": 97.3,
      "end_s": 100.1,
      "text_en": "Everything included. Okay. Okay, if this coil is needed with cutting, is it available? Eight four?",
      "text_native": "सब include। ठीक है। अच्छा ये coil cutting करके चाहिए होता है तो मिल जाता है? आठ चार?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 55,
      "speaker": "agent",
      "start_s": 100.2,
      "end_s": 101.3,
      "text_en": "Hmm? Yes, it will be available.",
      "text_native": "हम्म? हां मिल जाएगा।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 56,
      "speaker": "customer",
      "start_s": 101.9,
      "end_s": 102.5,
      "text_en": "At the same price?",
      "text_native": "Same भाव पे?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 57,
      "speaker": "agent",
      "start_s": 102.9,
      "end_s": 103.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 58,
      "speaker": "customer",
      "start_s": 103.7,
      "end_s": 104.7,
      "text_en": "Okay. Save this number...",
      "text_native": "ठीक है। ये नंबर save कर..."
    },
    {
      "ucid": "21112178877285521",
      "idx": 59,
      "speaker": "agent",
      "start_s": 104.7,
      "end_s": 106.1,
      "text_en": "I am WhatsApping you, okay?",
      "text_native": "आपको मैं WhatsApp कर दे रहा हूं, ठीक है?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 60,
      "speaker": "customer",
      "start_s": 106.7,
      "end_s": 107.5,
      "text_en": "Okay, WhatsApp it.",
      "text_native": "ठीक है, WhatsApp कर दो।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 61,
      "speaker": "agent",
      "start_s": 107.9,
      "end_s": 109.1,
      "text_en": "Okay. You send me the inquiry.",
      "text_native": "ठीक है। आप मेरे को inquiry भेज दीजिए।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 62,
      "speaker": "customer",
      "start_s": 109.6,
      "end_s": 111.2,
      "text_en": "Yes. I will send the inquiry to you, that will work, right, even directly?",
      "text_native": "हां। मैं inquiry आपको भेजूंगा चलेगा ना, direct भी?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 63,
      "speaker": "agent",
      "start_s": 111.4,
      "end_s": 112.0,
      "text_en": "What are you saying, sir?",
      "text_native": "क्या बोल रहे हैं सर?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 64,
      "speaker": "customer",
      "start_s": 112.1,
      "end_s": 113.5,
      "text_en": "I will send the inquiry to you only, that will work, right, directly?",
      "text_native": "मैं आपको ही inquiry भेजूंगा चलेगा ना direct?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 65,
      "speaker": "agent",
      "start_s": 113.6,
      "end_s": 117.6,
      "text_en": "Yes, it will work, it will work. I am WhatsApping you from my personal number. Once, which material you need, you send it to me properly, okay?",
      "text_native": "हां चलेगा चलेगा। आपको मैं WhatsApp कर रहा हूं अपना personal number से। एक बार आपको कौन सा material चाहिए मुझे आप proper भेज दीजिए, ठीक है?"
    },
    {
      "ucid": "21112178877285521",
      "idx": 66,
      "speaker": "customer",
      "start_s": 117.9,
      "end_s": 118.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877285521",
      "idx": 67,
      "speaker": "agent",
      "start_s": 118.3,
      "end_s": 119.2,
      "text_en": "Okay sir, thank you.",
      "text_native": "Okay sir, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178877285521",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had placed an inquiry on the JSW platform, I think for GI.",
      "comment": "The agent correctly referenced the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178877285521",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 3,
      "evidence": "GP coil how much? 0.8 mm? ... Coating कितना रहेगा? 80 GSM, 120 GSM? ... कितना quantity कितना ton रहेगा?",
      "comment": "Agent confirmed product/grade, thickness, and quantity, but did not proactively ask for delivery location or timeline."
    },
    {
      "ucid": "21112178877285521",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "What do you do? Do you do trading? You have to do trading?",
      "comment": "Agent only asked about the customer's business type (trading) and missed all other discovery questions."
    },
    {
      "ucid": "21112178877285521",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "95. ... Plus transport. ... Taloja.",
      "comment": "Agent provided an ex-works price but did not commit to a delivered price or a timeline for the quote, and did not attempt to close the sale."
    },
    {
      "ucid": "21112178877285521",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "PPGL में तीन brand आता है। JSW Pragati, JSW Coloron Plus, JSW Indradhanush. कौन सा चाहिए आपको?",
      "comment": "The agent did not re-pitch the entire portfolio, instead focusing on explaining the relevant brands within the product category the customer asked about."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}