{
  "ucid": "21112178893819731",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 12:46:37",
  "end_time": "2026-09-09 12:54:04",
  "duration_sec": 447,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe19459cffa2f2b6f073f5a4a5e4722df.mp3",
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  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178893819731__DIAe19459cffa2f2b6f073f5a4a5e4722df.mp3",
  "audio_bytes": 1279368,
  "audio_status": "ok",
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  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 426.456,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
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  "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हाँ जी।)\n[3s] AGENT: Yes sir, this is Kartik speaking from JSW One.   (हाँ जी सर, कार्तिक ये बात कर रहा था JSW One से।)\n[5s] CUSTOMER: From JSW? Yes, tell me.   (JSW से? हाँ जी बोलिए।)\n[6s] AGENT: Yes sir, will you have any requirement for steel right now?   (हाँ जी सर, अभी कुछ अपना रिक्वायरमेंट रहेगा स्टील में?)\n[9s] CUSTOMER: Sir, when I have a need, nobody calls me. I make calls, some person   (सर मैं जब मेरे को जरूरत तो पड़ती है, मेरे को कोई फोन ही नहीं मारता। मैं फोन मारता हूँ कोई बंदा)\n[12s] AGENT: Doesn't call?   (फोन नहीं मारता?)\n[12s] CUSTOMER: Yes sir. You... either you come to my factory, sit, talk, come over once, or meet, visit, take a look once, then we'll talk, then something will work out. It's not possible to talk properly on the phone.   (हो सर। आप मेरे से, आप या तो मेरे पास आओ फैक्ट्री में, बैठो, बात करो, आ जाओ एक बार या तो मिलो, विजिट करो, एक बार देखो, तो बात करेंगे फिर तो बात बनेगी। फोन पे बात होती नहीं है ढंग से अच्छे से।)\n[19s] AGENT: Now sir, I am sitting in the Mumbai office. Our e-commerce office is separate.   (अब सर मैं तो मुंबई ऑफिस में बैठा हूँ। अपना ई-कॉमर्स वाला ऑफिस अलग है।)\n[22s] CUSTOMER: So here your... you are sitting in Bombay?   (तो यहां पे आपका, बॉम्बे में बैठे हो आप?)\n[24s] AGENT: Yes, I mean I am from Mumbai, otherwise there is an office in Noida.   (हाँ मतलब मैं मुंबई से हूँ, बाकी एक नोएडा में ऑफिस है।)\n[26s] CUSTOMER: Okay.   (ओके।)\n[26s] AGENT: And I can send a person from Ludhiana.   (और लुधियाना के एक बंदे को मैं भेज सकता हूँ।)\n[28s] CUSTOMER: Then what will happen with that? You have someone in Punjab, in Mandi Gobindgarh, Rahul ji   (फिर उससे क्या होगा? आपने कहीं पंजाब में किसी को मंडी गोबिंदगढ़ में राहुल जी को)\n[31s] AGENT: Yes, yes, oh sir, we have many customers from Mandi.   (हाँ हाँ अरे मंडी के तो सर बहुत कस्टमर हैं अपने।)\n[33s] CUSTOMER: So sir, tell me, I... just now I... in the last ten days, I must have made at least ten calls to JSW, but no one gave any response.   (तो सर बताओ मेरे को, मेरे को तो अभी मैंने, मैंने कम से कम पिछले दस दिन में कम से कम दस फोन मारे होंगे JSW में, लेकिन किसी ने कोई रिस्पांस नहीं दिया।)\n[38s] CUSTOMER: And I have just ordered forty tons of material here.   (और मैंने अभी यहां चालीस टन माल मंगाया है।)\n[40s] AGENT: Okay.   (अच्छा।)\n[40s] CUSTOMER: Hmm.   (हम्म।)\n[41s] AGENT: They should have responded. Look, I'll   (रिस्पांस तो करना चाहिए था। देखो मैं आपको)\n[42s] CUSTOMER: That's the thing, sir, neither is a conversation happening, nor anything else. Either give me a personal number, the number you are calling from, if we call back on this, it doesn't connect.   (बात तो यही है ना सर, ना बात हो पा रही है, ना कुछ है। या तो मुझे पर्सनल नंबर दो, जिस नंबर से आप बात करते हो, इसपे बैक कॉल भी करेंगे तो मिलता ही नहीं है।)\n[46s] AGENT: Yes, okay yes, it doesn't connect on this one. Look, I have sent you a message but your AI is replying right now on WhatsApp.   (हाँ जी, अच्छा हाँ, इसपे नहीं मिलता। देखो मैंने आपको मैसेज डाला है लेकिन आपका ए आई रिप्लाई करता है अभी WhatsApp पे।)\n[50s] CUSTOMER: Either get me on WhatsApp, this message of yours, your personal number or whatever it is.   (या तो मेरे को WhatsApp पाओ, ये तो मैसेज जो आपका, आपका जो पर्सनल नंबर है या कुछ भी है।)\n[53s] AGENT: My personal number, look, I have sent the message. Your AI has replied.   (पर्सनल नंबर तो देखो मैंने मैसेज तो डाल दिया है। आपके ए आई ने रिप्लाई करा है।)\n[56s] CUSTOMER: Hold for a second. On this number? Yes, yes, hold on, hold on.   (एक सेकंड होल्ड करना। इसी नंबर पे? हाँ जी हाँ जी, होल्ड करिए, होल्ड करिए।)\n[100s] CUSTOMER: Okay.   (ओके।)\n[101s] CUSTOMER: Yes, this is my personal number, you can call on this anytime. This for me   (हाँ जी, ये मेरा पर्सनल नंबर है, इसपे फोन मिला लेना कभी भी। ये मेरे को)\n[104s] CUSTOMER: What is today's rate? For three mm, two mm, two and a half mm?   (आज का आज का क्या भाव चल रहा है? तीन एम एम, दो एम एम, ढाई एम एम का?)\n[106s] AGENT: Today's rate, sir, for Ghaziabad is 61200.   (आज का भाव, सर गाजियाबाद का चल रहा है 61200।)\n[110s] CUSTOMER: 61200.   (61200 का।)\n[111s] CUSTOMER: This, its rate, what does it mean, is this your net rate?   (इसकी जो, इसका जो रेट है वो क्या मतलब कि आपका नेट रेट होता है इसका?)\n[114s] AGENT: Yes, this is our coil rate.   (हाँ, ये अपना कॉइल का रेट है ना।)\n[116s] CUSTOMER: Okay, it's the coil rate.   (अच्छा कॉइल का रेट है।)\n[117s] CUSTOMER: On top of this, if I need an eight by four sheet, then?   (इसके ऊपर अगर मेरे को आठ चार की शीट चाहिए होगी तो?)\n[120s] AGENT: Then sir, three hundred more will be charged.   (तो सर तीन सौ और लगेंगे।)\n[121s] CUSTOMER: Plus three hundred will be added. Okay ji.   (प्लस तीन सौ ऐड हो जाएगा। ठीक है जी।)\n[123s] AGENT: Yes.   (हाँ।)\n[124s] CUSTOMER: Okay. And what will be the freight from Ghaziabad for me? An idea for Mandi Gobindgarh.   (ओके। और भाड़ा क्या पड़ेगा गाजियाबाद से मेरे को? मंडी गोबिंदगढ़ का आईडिया।)\n[127s] AGENT: From Ghaziabad in coil, the coil goes for one rupee, sir.   (गाजियाबाद से कॉइल में, कॉइल तो सर एक रुपये में चला जाता है।)\n[130s] CUSTOMER: If, if you tell me, if it's a coil, then cutting can be done here in Ludhiana as well.   (अगर, अगर मेरे को ये बताओ, कॉइल है तो यहां से लुधियाना में भी कटिंग हो जाती है।)\n[132s] AGENT: That can be done. Absolutely, sir.   (वो तो हो जाती है। बिल्कुल सर।)\n[134s] CUSTOMER: Yes, yes.   (हाँ जी हाँ जी।)\n[134s] AGENT: If cutting from Ludhiana, that's my brother.   (अगर लुधियाना से कटिंग, वो तो मेरा ब्रदर है।)\n[136s] CUSTOMER: Yes yes, so like I picked up the coil, you... or you can get it cut in Ghaziabad and send it, that's also not a problem.   (हाँ हाँ, तो जैसे मैंने कॉइल उठाई, आपको या फिर आप गाजियाबाद में कटिंग करा के भेज दो, तो भी कोई दिक्कत नहीं है।)\n[139s] AGENT: Okay, no, the cutter itself, I mean our service center is in Ghaziabad, right? So after getting it cut   (अच्छा, नहीं वो तो कटर ही, मतलब हमारे सर्विस सेंटर ही गाजियाबाद में है ना। तो कटिंग करा के)\n[142s] CUSTOMER: Okay, fine, you send it after cutting from there?   (अच्छा ठीक है, वहां से कटिंग करके भेज देते हो?)\n[144s] AGENT: Yes, yes, we send it only after cutting.   (हाँ हाँ, कटिंग करके ही भेजते हैं।)\n[145s] CUSTOMER: So sir, only when you connect with me will I know. I need to talk   (तो सर फिर मेरे से जुड़ोगे तभी पता चलेगा। मेरे को बात)\n[147s] AGENT: Yes yes, that's it sir, that's it sir, that's it sir.   (हाँ जी हाँ जी वही सर वही सर वही सर।)\n[148s] CUSTOMER: And the thing is, I do need the material. Then where I am taking forty tons, I will take fifty-sixty tons, I will take seventy tons, what else.   (और बात तो माल तो चाहिए ही होता है मेरे को। मैं फिर जहां चालीस टन ले रहा, पचास साठ टन ले लूंगा, सत्तर टन ले लूंगा, और क्या है।)\n[152s] AGENT: Hmm hmm, absolutely right.   (हम्म हम्म, बिल्कुल सही बात।)\n[154s] CUSTOMER: The material will definitely be required.   (माल तो लगेगा ही लगेगा।)\n[154s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[155s] CUSTOMER: And tell me this, do you also have GI sheets?   (और मेरे को ये बताओ, आपके पास जी आई शीट भी होती है?)\n[157s] AGENT: Yes sir, we have GI sheets too. We have CR sheets too, color coated too.   (हाँ सर, जी आई शीट भी होती है। सी आर शीट भी होती है, कलर कोटेड भी होती है।)\n[160s] CUSTOMER: What is the rate for a sixteen gauge GI sheet?   (जी आई शीट का सोलह गेज का क्या रेट है?)\n[201s] AGENT: Sixteen gauge means 1.6, right?   (सोलह गेज मतलब 1.6 ना?)\n[202s] CUSTOMER: Yes, 1.6, yes.   (हाँ, 1.6 हाँ जी।)\n[204s] AGENT: So the rate for 1.6 GP   (तो 1.6 का जी पी का रेट)\n[205s] CUSTOMER: Sixteen gauge is yours, 2 mm is your fourteen gauge, right? Sixteen gauge is 1.6.   (सोलह गेज हो गया आपका, टू एम एम तो हो गया आपका चौदह गेज है ना? सोलह गेज 1.6 हो गया।)\n[208s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[209s] CUSTOMER: Okay ji.   (ठीक है जी।)\n[210s] AGENT: If I look at the rate for GP for the North   (मैं कुछ जीपी का अगर मैं देखूं नॉर्थ का रेट)\n[214s] AGENT: There was one yesterday sir, let me see what the rate is for today.   (एक सर था कल ना, आज का देखता हूँ क्या भाव चल रहा है।)\n[218s] CUSTOMER: Just tell me today's, no problem.   (आज का ही बता दो कोई बात नहीं।)\n[219s] AGENT: So in our Ludhiana, sir, it's what, 79.   (तो अपना लुधियाना में तो सर कितना, 79 है।)\n[222s] CUSTOMER: Okay ji.   (ठीक है जी।)\n[223s] AGENT: Okay?   (ठीक है?)\n[224s] AGENT: And 1.6, 120 GSM and Delhi, you can consider it 78 500, 500 lower.   (और 1.6, 120 जीएसएम और दिल्ली अपना ये मान लो 78 500, 500 नीचे है।)\n[229s] CUSTOMER: 78?\n[230s] AGENT: Yes, 78 250, 78 500, and I mean two-fifty, three hundred goes a little up and down based on availability.   (हाँ, 78 250, 78 500, और मतलब ढाई सौ तीन सौ थोड़ा बहुत ऊपर नीचे हो जाता है अवेलेबिलिटी के हिसाब से।)\n[234s] CUSTOMER: Okay, 78 is the rate.   (ठीक है, 78 रेट है।)\n[236s] AGENT: Yes yes yes. And Ludhiana's is 79, just a few paise up and down.   (हाँ हाँ हाँ। और लुधियाना का 79, चार पैसे ऊपर नीचे बस।)\n[238s] CUSTOMER: Yes yes.   (हाँ हाँ।)\n[238s] CUSTOMER: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[240s] CUSTOMER: Tell me sir, either meet and talk, or send someone, your client, whoever your people are here, send them to me.   (मेरे को बताओ सर, मिलो या तो बात करो आके, या किसी को भेजो आप अपने क्लाइंट, जो भी आपका बंदे हैं यहां पे, भेजो मेरे पास।)\n[246s] AGENT: You sir, look, we have a field sales team in Ludhiana, I can ask them to meet you. But right now, look, our main   (आप सर देखो अपना फील्ड सेल्स वाली टीम है लुधियाना की, उनसे तो बोल सकता हूँ आपको मिलने के लिए। बट अभी देखो अपना मेन)\n[251s] CUSTOMER: You tell them, no problem. For me, wherever it's cheaper, whether it's from Ghaziabad or from Ludhiana, I will place the order there itself. I have no problem.   (आप उनको बोलो कोई दिक्कत नहीं है। मेरे को, मेरे को जिधर से सस्ता पड़ेगा, चाहे वो गाजियाबाद से लगे, चाहे वो लुधियाना से लगे, मैं उधर ही आर्डर दे दिया करूंगा। मेरे को कोई दिक्कत नहीं है।)\n[254s] AGENT: That's absolutely right.   (वो बात सही है बिल्कुल।)\n[255s] AGENT: No sir, look, our main platform is e-commerce, right? So   (नहीं सर देखो अपना मेन तो ई-कॉमर्स का ही प्लेटफार्म है ना, है ना? तो)\n[258s] AGENT: Yes, they are from field sales, I said sir, they are field sales people. But our main business is sir, online business, e-commerce, right?   (हाँ जी, फील्ड सेल्स के हैं, मैंने कहा सर फील्ड सेल्स के बंदे हैं। बट अपना मेन बिजनेस है सर ऑनलाइन बिजनेस, ई-कॉमर्स, है ना?)\n[302s] CUSTOMER: Okay, okay ji.   (ठीक है, ठीक है जी।)\n[302s] AGENT: So we do all the deals and all online itself, right? There's no such problem.   (तो वो अपन ऑनलाइन ही कर लेते हैं सब डील-वील, है ना? ऐसी दिक्कत होती नहीं है कुछ।)\n[306s] CUSTOMER: No, you know what the thing is sir, for me now I... look, talking on the phone is one thing. In JSW, we are talking after meeting. But I... I should at least know who the people are, who they are not. I don't know otherwise, in today's date you know what's happening online.   (नहीं पता क्या बात है सर, मेरे को अब मैं, देखो फोन पे बात कुछ और होती है। JSW में हम मिलके आप बात कर रहे हो। पर मेरे को, मेरे को पता तो हो ना बंदे कौन हैं, कौन नहीं है ये। मेरे को वैसे पता नहीं, आज की डेट में आपको पता है ऑनलाइन क्या हो रहा है।)\n[312s] AGENT: Yes yes, no, that's right. But   (हाँ हाँ, नहीं वो बात सही है। बट)\n[312s] CUSTOMER: To build a little trust, I will have to meet someone, right? You will have to send someone or the other.   (थोड़ा सा भरोसा बनाने के लिए कुछ तो मेरे को मिलना तो पड़ेगा ना, भेजना तो पड़ेगा किसी ना किसी को।)\n[316s] CUSTOMER: Because if I have to connect with the company, because you will also say that you online, you make the payment, only then your deal will be final.   (बिकॉज़ अगर कंपनी के साथ जुड़ना है, क्योंकि आपने भी कहना है कि आप ऑनलाइन, आप पेमेंट डालो, तभी आपका सौदा फाइनल होगा।)\n[321s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[322s] CUSTOMER: So then sir, if I have to make the payment, then first I should also know everything, right?   (तो फिर सर मैंने पेमेंट डालनी है तो पहले मेरे को भी तो पता हो ना सब कुछ।)\n[324s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[325s] CUSTOMER: Now here you have to ask for payment in advance, but where I get the material, I make the payment after a week.   (अब तो यहां तो आपने तो पहले ही पेमेंट मांगनी है, पर लेकिन मेरे पास जहां पे माल आता है, मैं हफ्ते बाद देता हूँ पेमेंट।)\n[330s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[330s] CUSTOMER: This is the thing.   (ये बात है।)\n[332s] AGENT: Hmm.   (हम्म।)\n[332s] CUSTOMER: The material arrives at my place, after one week I make the payment to the party.   (मेरे घर में माल आ जाता है, एक वन वीक के बाद मैं पेमेंट डालता हूँ पार्टी को।)\n[336s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[336s] CUSTOMER: Or make some system like this, you send the material here, and take the payment from me right then and there. I have no problem with that either.   (या तो कुछ ऐसा सिस्टम बना लो, आप यहां पे माल भेजो, मेरे साथ साथ के साथ पेमेंट ले लो। मेरे को तब भी कोई दिक्कत नहीं है।)\n[341s] AGENT: No sir, look   (नहीं सर देखो)\n[342s] CUSTOMER: I have to make the payment.   (मेरे को पेमेंट देनी है।)\n[343s] AGENT: Yes, no, I understand that. Our sir, look   (हाँ, नहीं वो मैं समझ रहा हूँ। अपना सर देखो)\n[344s] CUSTOMER: That's dealing, when you get to dealing, then it's a matter of building faith. Later on, the party gets to know how we are, you about us and you about us, I will get to know about you. You are fine, no problem.   (वो डीलिंग है, जब आप डीलिंग पे आ जाएंगे, तो फिर तो फेथ बनने वाली बात है। बाद में तो वो पार्टी को पता चल जाता है कि हम कैसे हैं, आपको हमारे बारे में और आपको हमारे बारे में, मेरे को आपके बारे में पता चल जाना है। आप ठीक हो, कोई बात नहीं।)\n[352s] AGENT: Okay, we can discuss that, that's not a problem at all. Right now, for once   (चलो वो तो अपन डिस्कस लेते हैं, वो तो कुछ दिक्कत ही नहीं है। अभी एक बारी ना)\n[354s] CUSTOMER: If the deal is made on the rate, everything will come to the table here.   (रेट पर बात बनेगी, सब बात आएगी यहां पे।)\n[357s] CUSTOMER: Yes sir, it's about the rate, the main motive is the rate. Everything will be discussed on the rate. You talk to me, meet me, then I will also tell you how much quantity is needed. I will tell you face to face, it's not a problem.   (हाँ सर, रेट की बात, मेन मोटिव रेट है। रेट पे ही सारा कुछ डिस्कस होगा। आप मेरे से बात करो, मिलो, मैं आपको फिर आपको बता भी दूंगा कितनी क्वांटिटी चाहिए। मैं आपको फेस आके साथ बता दूंगा, कोई दिक्कत वाली बात नहीं है।)\n[403s] AGENT: Okay okay, fine sir.   (ओके ओके, ठीक है सर।)\n[404s] CUSTOMER: Okay ji.   (ओके जी।)\n[404s] AGENT: Okay sir, thank you.   (ओके सर, थैंक यू।)\n[405s] AGENT: I'll send you the details, okay? If something comes up.   (डिटेल डालिएगा आपको, है ना? कुछ आए।)\n[406s] CUSTOMER: Okay ji. No, that's it, I... absolutely, absolutely sir.   (ठीक है जी। ना बस बस मैं, बिल्कुल बिल्कुल सर।)\n[408s] AGENT: Yes, yes, absolutely.   (हाँ जी हाँ जी बिल्कुल।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 111,
  "connected": 1,
  "audio_notes": "clear: The conversation has some minor crosstalk, but it is mostly clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "111 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 the customer takes control with a complaint, acknowledge it, then pivot back to your process by saying 'To understand how we can serve you better, may I ask a few questions about your business?'",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer in Mandi Gobindgarh, expressed strong interest but was blocked by a need for trust, demanding a face-to-face meeting before transacting online. The agent was reactive, providing prices for HR and GI sheets as requested, but failed to follow the pitch structure, conduct discovery, or handle the core objection about needing a personal visit. The call ended without a committed next step, leaving a high-potential lead unaddressed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified the company but did not use the customer's name or ask for permission to speak, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; the customer immediately took control of the conversation with a complaint about past service.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; all information about the customer's business and needs was either volunteered or not discussed.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any of the approved USPs, instead only explaining the e-commerce business model, which did not address the customer's stated needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the customer asked for prices on specific thicknesses, the agent failed to capture critical qualifying details like quantity or a required-by date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague, non-committal next step: \\\"I'll send you the details, okay?\\\"\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer takes control with a complaint, acknowledge it, then pivot back to your process by saying 'To understand how we can serve you better, may I ask a few questions about your business?'\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Now here you have to ask for payment in advance, but where I get the material, I make the payment after a week.\", \"response\": \"Hmm hmm.\"}, {\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"The material arrives at my place, after one week I make the payment to the party.\", \"response\": \"Okay, we can discuss that, that's not a problem at all.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"To build a little trust, I will have to meet someone, right? You will have to send someone or the other.\", \"response\": \"You sir, look, we have a field sales team in Ludhiana, I can ask them to meet you. But right now, look, our main...\"}], \"call_summary\": \"The customer, a manufacturer in Mandi Gobindgarh, expressed strong interest but was blocked by a need for trust, demanding a face-to-face meeting before transacting online. The agent was reactive, providing prices for HR and GI sheets as requested, but failed to follow the pitch structure, conduct discovery, or handle the core objection about needing a personal visit. The call ended without a committed next step, leaving a high-potential lead unaddressed.\"}",
  "error": null,
  "latency_ms": 51981,
  "input_tokens": 7451,
  "output_tokens": 1010,
  "created_at": "2026-09-25 11:15:51",
  "sentiment": "neutral",
  "sentiment_score": -0.057,
  "sentiment_confidence": "high",
  "pos": 44,
  "neg": 54,
  "lex_hits": 73,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.391,
  "agent_talk_sec": 141.1,
  "customer_talk_sec": 220.2,
  "dead_air_sec": 85.7,
  "longest_monologue_sec": 47.5,
  "agent_wpm": 195.6,
  "interruptions": 0,
  "agent_turns": 53,
  "customer_turns": 58,
  "discovery_qs": 9,
  "words_agent": 460,
  "words_customer": 804,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893819731",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893819731",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.56,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178893819731",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.19,
      "end_s": 2.56,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 4.84,
      "text_en": "Yes sir, this is Kartik speaking from JSW One.",
      "text_native": "हाँ जी सर, कार्तिक ये बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 6.24,
      "text_en": "From JSW? Yes, tell me.",
      "text_native": "JSW से? हाँ जी बोलिए।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.36,
      "end_s": 8.5,
      "text_en": "Yes sir, will you have any requirement for steel right now?",
      "text_native": "हाँ जी सर, अभी कुछ अपना रिक्वायरमेंट रहेगा स्टील में?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 11.8,
      "text_en": "Sir, when I have a need, nobody calls me. I make calls, some person",
      "text_native": "सर मैं जब मेरे को जरूरत तो पड़ती है, मेरे को कोई फोन ही नहीं मारता। मैं फोन मारता हूँ कोई बंदा"
    },
    {
      "ucid": "21112178893819731",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 12.2,
      "text_en": "Doesn't call?",
      "text_native": "फोन नहीं मारता?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 18.5,
      "text_en": "Yes sir. You... either you come to my factory, sit, talk, come over once, or meet, visit, take a look once, then we'll talk, then something will work out. It's not possible to talk properly on the phone.",
      "text_native": "हो सर। आप मेरे से, आप या तो मेरे पास आओ फैक्ट्री में, बैठो, बात करो, आ जाओ एक बार या तो मिलो, विजिट करो, एक बार देखो, तो बात करेंगे फिर तो बात बनेगी। फोन पे बात होती नहीं है ढंग से अच्छे से।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.6,
      "end_s": 22.0,
      "text_en": "Now sir, I am sitting in the Mumbai office. Our e-commerce office is separate.",
      "text_native": "अब सर मैं तो मुंबई ऑफिस में बैठा हूँ। अपना ई-कॉमर्स वाला ऑफिस अलग है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 23.5,
      "text_en": "So here your... you are sitting in Bombay?",
      "text_native": "तो यहां पे आपका, बॉम्बे में बैठे हो आप?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.6,
      "end_s": 25.5,
      "text_en": "Yes, I mean I am from Mumbai, otherwise there is an office in Noida.",
      "text_native": "हाँ मतलब मैं मुंबई से हूँ, बाकी एक नोएडा में ऑफिस है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.6,
      "end_s": 26.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 28.0,
      "text_en": "And I can send a person from Ludhiana.",
      "text_native": "और लुधियाना के एक बंदे को मैं भेज सकता हूँ।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.0,
      "end_s": 30.8,
      "text_en": "Then what will happen with that? You have someone in Punjab, in Mandi Gobindgarh, Rahul ji",
      "text_native": "फिर उससे क्या होगा? आपने कहीं पंजाब में किसी को मंडी गोबिंदगढ़ में राहुल जी को"
    },
    {
      "ucid": "21112178893819731",
      "idx": 15,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 32.8,
      "text_en": "Yes, yes, oh sir, we have many customers from Mandi.",
      "text_native": "हाँ हाँ अरे मंडी के तो सर बहुत कस्टमर हैं अपने।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 16,
      "speaker": "customer",
      "start_s": 33.0,
      "end_s": 38.0,
      "text_en": "So sir, tell me, I... just now I... in the last ten days, I must have made at least ten calls to JSW, but no one gave any response.",
      "text_native": "तो सर बताओ मेरे को, मेरे को तो अभी मैंने, मैंने कम से कम पिछले दस दिन में कम से कम दस फोन मारे होंगे JSW में, लेकिन किसी ने कोई रिस्पांस नहीं दिया।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.1,
      "end_s": 39.8,
      "text_en": "And I have just ordered forty tons of material here.",
      "text_native": "और मैंने अभी यहां चालीस टन माल मंगाया है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.9,
      "end_s": 40.3,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.3,
      "end_s": 40.6,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.6,
      "end_s": 41.8,
      "text_en": "They should have responded. Look, I'll",
      "text_native": "रिस्पांस तो करना चाहिए था। देखो मैं आपको"
    },
    {
      "ucid": "21112178893819731",
      "idx": 21,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 45.8,
      "text_en": "That's the thing, sir, neither is a conversation happening, nor anything else. Either give me a personal number, the number you are calling from, if we call back on this, it doesn't connect.",
      "text_native": "बात तो यही है ना सर, ना बात हो पा रही है, ना कुछ है। या तो मुझे पर्सनल नंबर दो, जिस नंबर से आप बात करते हो, इसपे बैक कॉल भी करेंगे तो मिलता ही नहीं है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 22,
      "speaker": "agent",
      "start_s": 45.9,
      "end_s": 49.8,
      "text_en": "Yes, okay yes, it doesn't connect on this one. Look, I have sent you a message but your AI is replying right now on WhatsApp.",
      "text_native": "हाँ जी, अच्छा हाँ, इसपे नहीं मिलता। देखो मैंने आपको मैसेज डाला है लेकिन आपका ए आई रिप्लाई करता है अभी WhatsApp पे।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.9,
      "end_s": 53.0,
      "text_en": "Either get me on WhatsApp, this message of yours, your personal number or whatever it is.",
      "text_native": "या तो मेरे को WhatsApp पाओ, ये तो मैसेज जो आपका, आपका जो पर्सनल नंबर है या कुछ भी है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 24,
      "speaker": "agent",
      "start_s": 53.0,
      "end_s": 55.8,
      "text_en": "My personal number, look, I have sent the message. Your AI has replied.",
      "text_native": "पर्सनल नंबर तो देखो मैंने मैसेज तो डाल दिया है। आपके ए आई ने रिप्लाई करा है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 25,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 59.0,
      "text_en": "Hold for a second. On this number? Yes, yes, hold on, hold on.",
      "text_native": "एक सेकंड होल्ड करना। इसी नंबर पे? हाँ जी हाँ जी, होल्ड करिए, होल्ड करिए।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 26,
      "speaker": "customer",
      "start_s": 100.0,
      "end_s": 100.5,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 27,
      "speaker": "customer",
      "start_s": 100.6,
      "end_s": 103.5,
      "text_en": "Yes, this is my personal number, you can call on this anytime. This for me",
      "text_native": "हाँ जी, ये मेरा पर्सनल नंबर है, इसपे फोन मिला लेना कभी भी। ये मेरे को"
    },
    {
      "ucid": "21112178893819731",
      "idx": 28,
      "speaker": "customer",
      "start_s": 103.5,
      "end_s": 106.5,
      "text_en": "What is today's rate? For three mm, two mm, two and a half mm?",
      "text_native": "आज का आज का क्या भाव चल रहा है? तीन एम एम, दो एम एम, ढाई एम एम का?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 29,
      "speaker": "agent",
      "start_s": 106.5,
      "end_s": 109.5,
      "text_en": "Today's rate, sir, for Ghaziabad is 61200.",
      "text_native": "आज का भाव, सर गाजियाबाद का चल रहा है 61200।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 30,
      "speaker": "customer",
      "start_s": 109.8,
      "end_s": 111.0,
      "text_en": "61200.",
      "text_native": "61200 का।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 31,
      "speaker": "customer",
      "start_s": 111.2,
      "end_s": 114.0,
      "text_en": "This, its rate, what does it mean, is this your net rate?",
      "text_native": "इसकी जो, इसका जो रेट है वो क्या मतलब कि आपका नेट रेट होता है इसका?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 32,
      "speaker": "agent",
      "start_s": 114.2,
      "end_s": 116.0,
      "text_en": "Yes, this is our coil rate.",
      "text_native": "हाँ, ये अपना कॉइल का रेट है ना।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 33,
      "speaker": "customer",
      "start_s": 116.2,
      "end_s": 117.2,
      "text_en": "Okay, it's the coil rate.",
      "text_native": "अच्छा कॉइल का रेट है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 34,
      "speaker": "customer",
      "start_s": 117.3,
      "end_s": 119.5,
      "text_en": "On top of this, if I need an eight by four sheet, then?",
      "text_native": "इसके ऊपर अगर मेरे को आठ चार की शीट चाहिए होगी तो?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 35,
      "speaker": "agent",
      "start_s": 119.6,
      "end_s": 121.0,
      "text_en": "Then sir, three hundred more will be charged.",
      "text_native": "तो सर तीन सौ और लगेंगे।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 36,
      "speaker": "customer",
      "start_s": 121.2,
      "end_s": 122.8,
      "text_en": "Plus three hundred will be added. Okay ji.",
      "text_native": "प्लस तीन सौ ऐड हो जाएगा। ठीक है जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 37,
      "speaker": "agent",
      "start_s": 122.8,
      "end_s": 123.2,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 38,
      "speaker": "customer",
      "start_s": 123.5,
      "end_s": 126.8,
      "text_en": "Okay. And what will be the freight from Ghaziabad for me? An idea for Mandi Gobindgarh.",
      "text_native": "ओके। और भाड़ा क्या पड़ेगा गाजियाबाद से मेरे को? मंडी गोबिंदगढ़ का आईडिया।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 39,
      "speaker": "agent",
      "start_s": 126.8,
      "end_s": 129.5,
      "text_en": "From Ghaziabad in coil, the coil goes for one rupee, sir.",
      "text_native": "गाजियाबाद से कॉइल में, कॉइल तो सर एक रुपये में चला जाता है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 40,
      "speaker": "customer",
      "start_s": 129.5,
      "end_s": 132.0,
      "text_en": "If, if you tell me, if it's a coil, then cutting can be done here in Ludhiana as well.",
      "text_native": "अगर, अगर मेरे को ये बताओ, कॉइल है तो यहां से लुधियाना में भी कटिंग हो जाती है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 41,
      "speaker": "agent",
      "start_s": 132.0,
      "end_s": 133.5,
      "text_en": "That can be done. Absolutely, sir.",
      "text_native": "वो तो हो जाती है। बिल्कुल सर।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 42,
      "speaker": "customer",
      "start_s": 133.5,
      "end_s": 134.0,
      "text_en": "Yes, yes.",
      "text_native": "हाँ जी हाँ जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 43,
      "speaker": "agent",
      "start_s": 134.0,
      "end_s": 136.5,
      "text_en": "If cutting from Ludhiana, that's my brother.",
      "text_native": "अगर लुधियाना से कटिंग, वो तो मेरा ब्रदर है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 44,
      "speaker": "customer",
      "start_s": 136.5,
      "end_s": 139.0,
      "text_en": "Yes yes, so like I picked up the coil, you... or you can get it cut in Ghaziabad and send it, that's also not a problem.",
      "text_native": "हाँ हाँ, तो जैसे मैंने कॉइल उठाई, आपको या फिर आप गाजियाबाद में कटिंग करा के भेज दो, तो भी कोई दिक्कत नहीं है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 45,
      "speaker": "agent",
      "start_s": 139.0,
      "end_s": 142.5,
      "text_en": "Okay, no, the cutter itself, I mean our service center is in Ghaziabad, right? So after getting it cut",
      "text_native": "अच्छा, नहीं वो तो कटर ही, मतलब हमारे सर्विस सेंटर ही गाजियाबाद में है ना। तो कटिंग करा के"
    },
    {
      "ucid": "21112178893819731",
      "idx": 46,
      "speaker": "customer",
      "start_s": 142.5,
      "end_s": 143.5,
      "text_en": "Okay, fine, you send it after cutting from there?",
      "text_native": "अच्छा ठीक है, वहां से कटिंग करके भेज देते हो?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 47,
      "speaker": "agent",
      "start_s": 143.5,
      "end_s": 144.8,
      "text_en": "Yes, yes, we send it only after cutting.",
      "text_native": "हाँ हाँ, कटिंग करके ही भेजते हैं।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 48,
      "speaker": "customer",
      "start_s": 145.0,
      "end_s": 147.2,
      "text_en": "So sir, only when you connect with me will I know. I need to talk",
      "text_native": "तो सर फिर मेरे से जुड़ोगे तभी पता चलेगा। मेरे को बात"
    },
    {
      "ucid": "21112178893819731",
      "idx": 49,
      "speaker": "agent",
      "start_s": 147.2,
      "end_s": 148.0,
      "text_en": "Yes yes, that's it sir, that's it sir, that's it sir.",
      "text_native": "हाँ जी हाँ जी वही सर वही सर वही सर।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 50,
      "speaker": "customer",
      "start_s": 148.0,
      "end_s": 152.5,
      "text_en": "And the thing is, I do need the material. Then where I am taking forty tons, I will take fifty-sixty tons, I will take seventy tons, what else.",
      "text_native": "और बात तो माल तो चाहिए ही होता है मेरे को। मैं फिर जहां चालीस टन ले रहा, पचास साठ टन ले लूंगा, सत्तर टन ले लूंगा, और क्या है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 51,
      "speaker": "agent",
      "start_s": 152.5,
      "end_s": 153.5,
      "text_en": "Hmm hmm, absolutely right.",
      "text_native": "हम्म हम्म, बिल्कुल सही बात।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 52,
      "speaker": "customer",
      "start_s": 153.5,
      "end_s": 154.5,
      "text_en": "The material will definitely be required.",
      "text_native": "माल तो लगेगा ही लगेगा।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 53,
      "speaker": "agent",
      "start_s": 154.5,
      "end_s": 155.0,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 54,
      "speaker": "customer",
      "start_s": 155.0,
      "end_s": 157.0,
      "text_en": "And tell me this, do you also have GI sheets?",
      "text_native": "और मेरे को ये बताओ, आपके पास जी आई शीट भी होती है?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 55,
      "speaker": "agent",
      "start_s": 157.0,
      "end_s": 159.5,
      "text_en": "Yes sir, we have GI sheets too. We have CR sheets too, color coated too.",
      "text_native": "हाँ सर, जी आई शीट भी होती है। सी आर शीट भी होती है, कलर कोटेड भी होती है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 56,
      "speaker": "customer",
      "start_s": 159.5,
      "end_s": 201.0,
      "text_en": "What is the rate for a sixteen gauge GI sheet?",
      "text_native": "जी आई शीट का सोलह गेज का क्या रेट है?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 57,
      "speaker": "agent",
      "start_s": 201.0,
      "end_s": 202.5,
      "text_en": "Sixteen gauge means 1.6, right?",
      "text_native": "सोलह गेज मतलब 1.6 ना?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 58,
      "speaker": "customer",
      "start_s": 202.5,
      "end_s": 203.5,
      "text_en": "Yes, 1.6, yes.",
      "text_native": "हाँ, 1.6 हाँ जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 59,
      "speaker": "agent",
      "start_s": 203.5,
      "end_s": 205.0,
      "text_en": "So the rate for 1.6 GP",
      "text_native": "तो 1.6 का जी पी का रेट"
    },
    {
      "ucid": "21112178893819731",
      "idx": 60,
      "speaker": "customer",
      "start_s": 205.0,
      "end_s": 208.0,
      "text_en": "Sixteen gauge is yours, 2 mm is your fourteen gauge, right? Sixteen gauge is 1.6.",
      "text_native": "सोलह गेज हो गया आपका, टू एम एम तो हो गया आपका चौदह गेज है ना? सोलह गेज 1.6 हो गया।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 61,
      "speaker": "agent",
      "start_s": 208.0,
      "end_s": 209.0,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 62,
      "speaker": "customer",
      "start_s": 209.0,
      "end_s": 210.0,
      "text_en": "Okay ji.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 63,
      "speaker": "agent",
      "start_s": 210.0,
      "end_s": 214.0,
      "text_en": "If I look at the rate for GP for the North",
      "text_native": "मैं कुछ जीपी का अगर मैं देखूं नॉर्थ का रेट"
    },
    {
      "ucid": "21112178893819731",
      "idx": 64,
      "speaker": "agent",
      "start_s": 214.5,
      "end_s": 217.5,
      "text_en": "There was one yesterday sir, let me see what the rate is for today.",
      "text_native": "एक सर था कल ना, आज का देखता हूँ क्या भाव चल रहा है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 65,
      "speaker": "customer",
      "start_s": 217.5,
      "end_s": 219.0,
      "text_en": "Just tell me today's, no problem.",
      "text_native": "आज का ही बता दो कोई बात नहीं।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 66,
      "speaker": "agent",
      "start_s": 219.0,
      "end_s": 222.0,
      "text_en": "So in our Ludhiana, sir, it's what, 79.",
      "text_native": "तो अपना लुधियाना में तो सर कितना, 79 है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 67,
      "speaker": "customer",
      "start_s": 222.0,
      "end_s": 222.8,
      "text_en": "Okay ji.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 68,
      "speaker": "agent",
      "start_s": 222.8,
      "end_s": 223.2,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 69,
      "speaker": "agent",
      "start_s": 223.5,
      "end_s": 228.5,
      "text_en": "And 1.6, 120 GSM and Delhi, you can consider it 78 500, 500 lower.",
      "text_native": "और 1.6, 120 जीएसएम और दिल्ली अपना ये मान लो 78 500, 500 नीचे है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 70,
      "speaker": "customer",
      "start_s": 229.0,
      "end_s": 230.0,
      "text_en": "78?",
      "text_native": "78?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 71,
      "speaker": "agent",
      "start_s": 230.0,
      "end_s": 234.5,
      "text_en": "Yes, 78 250, 78 500, and I mean two-fifty, three hundred goes a little up and down based on availability.",
      "text_native": "हाँ, 78 250, 78 500, और मतलब ढाई सौ तीन सौ थोड़ा बहुत ऊपर नीचे हो जाता है अवेलेबिलिटी के हिसाब से।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 72,
      "speaker": "customer",
      "start_s": 234.5,
      "end_s": 235.5,
      "text_en": "Okay, 78 is the rate.",
      "text_native": "ठीक है, 78 रेट है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 73,
      "speaker": "agent",
      "start_s": 235.5,
      "end_s": 238.0,
      "text_en": "Yes yes yes. And Ludhiana's is 79, just a few paise up and down.",
      "text_native": "हाँ हाँ हाँ। और लुधियाना का 79, चार पैसे ऊपर नीचे बस।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 74,
      "speaker": "customer",
      "start_s": 238.0,
      "end_s": 238.5,
      "text_en": "Yes yes.",
      "text_native": "हाँ हाँ।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 75,
      "speaker": "customer",
      "start_s": 238.5,
      "end_s": 239.5,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 76,
      "speaker": "customer",
      "start_s": 239.8,
      "end_s": 245.5,
      "text_en": "Tell me sir, either meet and talk, or send someone, your client, whoever your people are here, send them to me.",
      "text_native": "मेरे को बताओ सर, मिलो या तो बात करो आके, या किसी को भेजो आप अपने क्लाइंट, जो भी आपका बंदे हैं यहां पे, भेजो मेरे पास।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 77,
      "speaker": "agent",
      "start_s": 245.5,
      "end_s": 251.0,
      "text_en": "You sir, look, we have a field sales team in Ludhiana, I can ask them to meet you. But right now, look, our main",
      "text_native": "आप सर देखो अपना फील्ड सेल्स वाली टीम है लुधियाना की, उनसे तो बोल सकता हूँ आपको मिलने के लिए। बट अभी देखो अपना मेन"
    },
    {
      "ucid": "21112178893819731",
      "idx": 78,
      "speaker": "customer",
      "start_s": 251.0,
      "end_s": 254.5,
      "text_en": "You tell them, no problem. For me, wherever it's cheaper, whether it's from Ghaziabad or from Ludhiana, I will place the order there itself. I have no problem.",
      "text_native": "आप उनको बोलो कोई दिक्कत नहीं है। मेरे को, मेरे को जिधर से सस्ता पड़ेगा, चाहे वो गाजियाबाद से लगे, चाहे वो लुधियाना से लगे, मैं उधर ही आर्डर दे दिया करूंगा। मेरे को कोई दिक्कत नहीं है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 79,
      "speaker": "agent",
      "start_s": 254.5,
      "end_s": 255.0,
      "text_en": "That's absolutely right.",
      "text_native": "वो बात सही है बिल्कुल।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 80,
      "speaker": "agent",
      "start_s": 255.0,
      "end_s": 258.0,
      "text_en": "No sir, look, our main platform is e-commerce, right? So",
      "text_native": "नहीं सर देखो अपना मेन तो ई-कॉमर्स का ही प्लेटफार्म है ना, है ना? तो"
    },
    {
      "ucid": "21112178893819731",
      "idx": 81,
      "speaker": "agent",
      "start_s": 258.0,
      "end_s": 302.0,
      "text_en": "Yes, they are from field sales, I said sir, they are field sales people. But our main business is sir, online business, e-commerce, right?",
      "text_native": "हाँ जी, फील्ड सेल्स के हैं, मैंने कहा सर फील्ड सेल्स के बंदे हैं। बट अपना मेन बिजनेस है सर ऑनलाइन बिजनेस, ई-कॉमर्स, है ना?"
    },
    {
      "ucid": "21112178893819731",
      "idx": 82,
      "speaker": "customer",
      "start_s": 302.0,
      "end_s": 302.5,
      "text_en": "Okay, okay ji.",
      "text_native": "ठीक है, ठीक है जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 83,
      "speaker": "agent",
      "start_s": 302.5,
      "end_s": 305.5,
      "text_en": "So we do all the deals and all online itself, right? There's no such problem.",
      "text_native": "तो वो अपन ऑनलाइन ही कर लेते हैं सब डील-वील, है ना? ऐसी दिक्कत होती नहीं है कुछ।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 84,
      "speaker": "customer",
      "start_s": 305.8,
      "end_s": 311.5,
      "text_en": "No, you know what the thing is sir, for me now I... look, talking on the phone is one thing. In JSW, we are talking after meeting. But I... I should at least know who the people are, who they are not. I don't know otherwise, in today's date you know what's happening online.",
      "text_native": "नहीं पता क्या बात है सर, मेरे को अब मैं, देखो फोन पे बात कुछ और होती है। JSW में हम मिलके आप बात कर रहे हो। पर मेरे को, मेरे को पता तो हो ना बंदे कौन हैं, कौन नहीं है ये। मेरे को वैसे पता नहीं, आज की डेट में आपको पता है ऑनलाइन क्या हो रहा है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 85,
      "speaker": "agent",
      "start_s": 311.5,
      "end_s": 312.0,
      "text_en": "Yes yes, no, that's right. But",
      "text_native": "हाँ हाँ, नहीं वो बात सही है। बट"
    },
    {
      "ucid": "21112178893819731",
      "idx": 86,
      "speaker": "customer",
      "start_s": 312.0,
      "end_s": 316.0,
      "text_en": "To build a little trust, I will have to meet someone, right? You will have to send someone or the other.",
      "text_native": "थोड़ा सा भरोसा बनाने के लिए कुछ तो मेरे को मिलना तो पड़ेगा ना, भेजना तो पड़ेगा किसी ना किसी को।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 87,
      "speaker": "customer",
      "start_s": 316.0,
      "end_s": 321.0,
      "text_en": "Because if I have to connect with the company, because you will also say that you online, you make the payment, only then your deal will be final.",
      "text_native": "बिकॉज़ अगर कंपनी के साथ जुड़ना है, क्योंकि आपने भी कहना है कि आप ऑनलाइन, आप पेमेंट डालो, तभी आपका सौदा फाइनल होगा।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 88,
      "speaker": "agent",
      "start_s": 321.0,
      "end_s": 321.5,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 89,
      "speaker": "customer",
      "start_s": 321.5,
      "end_s": 324.5,
      "text_en": "So then sir, if I have to make the payment, then first I should also know everything, right?",
      "text_native": "तो फिर सर मैंने पेमेंट डालनी है तो पहले मेरे को भी तो पता हो ना सब कुछ।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 90,
      "speaker": "agent",
      "start_s": 324.5,
      "end_s": 325.0,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 91,
      "speaker": "customer",
      "start_s": 325.0,
      "end_s": 330.0,
      "text_en": "Now here you have to ask for payment in advance, but where I get the material, I make the payment after a week.",
      "text_native": "अब तो यहां तो आपने तो पहले ही पेमेंट मांगनी है, पर लेकिन मेरे पास जहां पे माल आता है, मैं हफ्ते बाद देता हूँ पेमेंट।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 92,
      "speaker": "agent",
      "start_s": 330.0,
      "end_s": 330.5,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 93,
      "speaker": "customer",
      "start_s": 330.5,
      "end_s": 331.5,
      "text_en": "This is the thing.",
      "text_native": "ये बात है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 94,
      "speaker": "agent",
      "start_s": 331.5,
      "end_s": 332.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 95,
      "speaker": "customer",
      "start_s": 332.0,
      "end_s": 336.0,
      "text_en": "The material arrives at my place, after one week I make the payment to the party.",
      "text_native": "मेरे घर में माल आ जाता है, एक वन वीक के बाद मैं पेमेंट डालता हूँ पार्टी को।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 96,
      "speaker": "agent",
      "start_s": 336.0,
      "end_s": 336.5,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 97,
      "speaker": "customer",
      "start_s": 336.5,
      "end_s": 341.0,
      "text_en": "Or make some system like this, you send the material here, and take the payment from me right then and there. I have no problem with that either.",
      "text_native": "या तो कुछ ऐसा सिस्टम बना लो, आप यहां पे माल भेजो, मेरे साथ साथ के साथ पेमेंट ले लो। मेरे को तब भी कोई दिक्कत नहीं है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 98,
      "speaker": "agent",
      "start_s": 341.0,
      "end_s": 342.0,
      "text_en": "No sir, look",
      "text_native": "नहीं सर देखो"
    },
    {
      "ucid": "21112178893819731",
      "idx": 99,
      "speaker": "customer",
      "start_s": 342.0,
      "end_s": 342.8,
      "text_en": "I have to make the payment.",
      "text_native": "मेरे को पेमेंट देनी है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 100,
      "speaker": "agent",
      "start_s": 342.8,
      "end_s": 344.5,
      "text_en": "Yes, no, I understand that. Our sir, look",
      "text_native": "हाँ, नहीं वो मैं समझ रहा हूँ। अपना सर देखो"
    },
    {
      "ucid": "21112178893819731",
      "idx": 101,
      "speaker": "customer",
      "start_s": 344.5,
      "end_s": 351.5,
      "text_en": "That's dealing, when you get to dealing, then it's a matter of building faith. Later on, the party gets to know how we are, you about us and you about us, I will get to know about you. You are fine, no problem.",
      "text_native": "वो डीलिंग है, जब आप डीलिंग पे आ जाएंगे, तो फिर तो फेथ बनने वाली बात है। बाद में तो वो पार्टी को पता चल जाता है कि हम कैसे हैं, आपको हमारे बारे में और आपको हमारे बारे में, मेरे को आपके बारे में पता चल जाना है। आप ठीक हो, कोई बात नहीं।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 102,
      "speaker": "agent",
      "start_s": 351.5,
      "end_s": 354.5,
      "text_en": "Okay, we can discuss that, that's not a problem at all. Right now, for once",
      "text_native": "चलो वो तो अपन डिस्कस लेते हैं, वो तो कुछ दिक्कत ही नहीं है। अभी एक बारी ना"
    },
    {
      "ucid": "21112178893819731",
      "idx": 103,
      "speaker": "customer",
      "start_s": 354.5,
      "end_s": 356.5,
      "text_en": "If the deal is made on the rate, everything will come to the table here.",
      "text_native": "रेट पर बात बनेगी, सब बात आएगी यहां पे।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 104,
      "speaker": "customer",
      "start_s": 356.8,
      "end_s": 403.0,
      "text_en": "Yes sir, it's about the rate, the main motive is the rate. Everything will be discussed on the rate. You talk to me, meet me, then I will also tell you how much quantity is needed. I will tell you face to face, it's not a problem.",
      "text_native": "हाँ सर, रेट की बात, मेन मोटिव रेट है। रेट पे ही सारा कुछ डिस्कस होगा। आप मेरे से बात करो, मिलो, मैं आपको फिर आपको बता भी दूंगा कितनी क्वांटिटी चाहिए। मैं आपको फेस आके साथ बता दूंगा, कोई दिक्कत वाली बात नहीं है।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 105,
      "speaker": "agent",
      "start_s": 403.0,
      "end_s": 404.0,
      "text_en": "Okay okay, fine sir.",
      "text_native": "ओके ओके, ठीक है सर।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 106,
      "speaker": "customer",
      "start_s": 404.0,
      "end_s": 404.5,
      "text_en": "Okay ji.",
      "text_native": "ओके जी।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 107,
      "speaker": "agent",
      "start_s": 404.5,
      "end_s": 405.0,
      "text_en": "Okay sir, thank you.",
      "text_native": "ओके सर, थैंक यू।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 108,
      "speaker": "agent",
      "start_s": 405.0,
      "end_s": 406.5,
      "text_en": "I'll send you the details, okay? If something comes up.",
      "text_native": "डिटेल डालिएगा आपको, है ना? कुछ आए।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 109,
      "speaker": "customer",
      "start_s": 406.5,
      "end_s": 408.0,
      "text_en": "Okay ji. No, that's it, I... absolutely, absolutely sir.",
      "text_native": "ठीक है जी। ना बस बस मैं, बिल्कुल बिल्कुल सर।"
    },
    {
      "ucid": "21112178893819731",
      "idx": 110,
      "speaker": "agent",
      "start_s": 408.0,
      "end_s": 409.5,
      "text_en": "Yes, yes, absolutely.",
      "text_native": "हाँ जी हाँ जी बिल्कुल।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178893819731",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified the company but did not use the customer's name or ask for permission to speak, instead jumping directly to a requirement question."
    },
    {
      "ucid": "21112178893819731",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not deliver a hook; the customer immediately took control of the conversation with a complaint about past service."
    },
    {
      "ucid": "21112178893819731",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; all information about the customer's business and needs was either volunteered or not discussed."
    },
    {
      "ucid": "21112178893819731",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any of the approved USPs, instead only explaining the e-commerce business model, which did not address the customer's stated needs."
    },
    {
      "ucid": "21112178893819731",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the customer asked for prices on specific thicknesses, the agent failed to capture critical qualifying details like quantity or a required-by date."
    },
    {
      "ucid": "21112178893819731",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a vague, non-committal next step: \"I'll send you the details, okay?\""
    }
  ],
  "objections": [
    {
      "ucid": "21112178893819731",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Now here you have to ask for payment in advance, but where I get the material, I make the payment after a week.",
      "response": "Hmm hmm."
    },
    {
      "ucid": "21112178893819731",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "The material arrives at my place, after one week I make the payment to the party.",
      "response": "Okay, we can discuss that, that's not a problem at all."
    },
    {
      "ucid": "21112178893819731",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "To build a little trust, I will have to meet someone, right? You will have to send someone or the other.",
      "response": "You sir, look, we have a field sales team in Ludhiana, I can ask them to meet you. But right now, look, our main..."
    }
  ],
  "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": []
}