{
  "ucid": "21112178902163091",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:57:10",
  "end_time": "2026-09-10 12:01:38",
  "duration_sec": 268,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa25f89f1fd1b16f3a3aca32fd35ab7a1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 401,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902163091__DIAa25f89f1fd1b16f3a3aca32fd35ab7a1.mp3",
  "audio_bytes": 759024,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 253.008,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes.   (हांजी।)\n[3s] AGENT: Am I speaking with Siyaram Impex?   (सियाराम इम्पेक्स से बात कर रहे हैं?)\n[4s] CUSTOMER: Absolutely, sir.   (बिलकुल सर।)\n[6s] AGENT: And sir, this is Rohit Mishra speaking from JSW.   (और सर जी, रोहित मिश्रा बात कर रहा हूं जेएसडब्ल्यू से।)\n[8s] CUSTOMER: Yes, yes, Mishra ji, go ahead.   (हांजी हांजी मिश्रा जी, बोलिए।)\n[10s] AGENT: Yes. You have a company called Siyaram Impex, so do you do manufacturing in it or is it for trading?   (हांजी। ये आपका कुछ सियाराम इम्पेक्स करके कंपनी है, तो उसमें आप मैन्युफैक्चरिंग करते हैं या फिर ट्रेडिंग का है?)\n[14s] CUSTOMER: Sir, it's for trading. In Ambala, in Haryana.   (सर ट्रेडिंग का है। अंबाला में, हरियाणा में।)\n[16s] AGENT: Okay, okay, okay. Do you have any requirement right now?   (अच्छा अच्छा अच्छा। अभी कुछ रिक्वायरमेंट है?)\n[18s] CUSTOMER: Sir, actually, my business is a bit new right now. There's an issue with quantity. The quantity we need is an average of around two tons in sheets. Your packet comes in at around four to five tons.   (सर एक्चुअली क्या है, मेरा ना थोड़ा सा अभी नया बिजनेस है। क्वांटिटी का इशू रहता है। हमें जो क्वांटिटी चाहिए होती है लगभग दो टन के आसपास की एवरेज चाहिए होती है शीट में। आपका आता है पैकेट लगभग चार टन से पांच टन के बीच का।)\n[26s] AGENT: Right, it's for five tons.   (राइट, पांच टन का रहता है।)\n[27s] CUSTOMER: Yes, well, whatever it is, four or five, some sheets could be four, some could be five. So, I have spoken to you before, sir, and there's a bit of variation in that. We need more sizes, the business will grow slowly, then our system will work with you.   (हां, चलो चार या पांच जो भी होगा, किसी शीट का चार भी हो सकता है, किसी का पांच भी हो सकता है। तो पहले भी आपसे सर बात हुई है, तो उसमें थोड़ा सा वेरिएशन रहती है। हमें साइज ज्यादा चाहिए होते हैं, धीरे-धीरे बिजनेस बढ़ेगा, फिर हमारा सिस्टम चलेगा आपके साथ।)\n[36s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[38s] CUSTOMER: This is the whole problem.   (सारी प्रॉब्लम ये है।)\n[39s] AGENT: Understood.   (समझ गया।)\n[40s] CUSTOMER: It just came, my material is arriving tomorrow, but that will be around ten-eleven tons. In 1500, 3000, 4 mm.   (अभी अभी आया, कल मेरा मटेरियल आ रहा है, लेकिन वो आएगा लगभग दस ग्यारह टन का है। पंद्रह सौ, तीन हजार, 4 mm में।)\n[44s] AGENT: Oh, okay. Hey, if you had given that order to us, we would have served you much better.   (अच्छा, ओके। अरे तो वो वो ऑर्डर हमें दिया होता, हम हम ज्यादा अच्छे से सर्व कर देते आपके लिए।)\n[48s] CUSTOMER: Yes, that would have been great, I just didn't remember. Do you have that one, in GI, 1500, 3000, in 3 mm?   (हां, बढ़िया बात थी, बस मेरे ध्यान नहीं रहा। एक आपके पास वो पड़ा है, GI में पंद्रह सौ, तीन हजार, 3 mm में?)\n[53s] AGENT: Yes, yes, yes. Is it available?   (हां हां हां। अवेलेबल है?)\n[54s] CUSTOMER: Yes, yes, it's available.   (हां हां, अवेलेबल है।)\n[55s] AGENT: What rate will you give?   (क्या रेट देंगे?)\n[56s] CUSTOMER: Rate, where do you need this?   (रेट, आपको कहां पे चाहिए ये?)\n[58s] AGENT: Ambala.   (अंबाला।)\n[59s] CUSTOMER: Ambala, right? I'll calculate and tell you the delivered rate. Give me a little time.   (अंबाला ना? मैं आपको ये डिलीवर्ड रेट एक बार कैलकुलेट करके बताता हूं। थोड़ा सा टाइम दीजिए मुझे।)\n[62s] AGENT: Yes, tell me. So will this come from Delhi, where will it come from?   (हांजी, बताइए मेरे को। तो ये दिल्ली से आएगा, कहां से आएगा?)\n[64s] CUSTOMER: Ghaziabad or Delhi, yes Ghaziabad or Delhi.   (गाजियाबाद या फिर दिल्ली, हां गाजियाबाद या फिर दिल्ली।)\n[66s] AGENT: Is this your personal number, Mishra ji?   (ये आपका पर्सनल नंबर है मिश्रा जी?)\n[68s] CUSTOMER: No, I have WhatsApped you from my personal number.   (नहीं, मैंने आपको ना WhatsApp किया है अपने पर्सनल नंबर से।)\n[70s] AGENT: Okay. What is your name, your good name, sir?   (ठीक है। आपका नाम क्या है, शुभ नाम सर?)\n[71s] CUSTOMER: Rohit Mishra.   (रोहित मिश्रा।)\n[72s] AGENT: Rohit ji. Okay sir, I'll save your number and give me the rate for this from Ghaziabad.   (रोहित जी। ठीक है सर, मैं आपका नंबर भी ये फीड कर लेता हूं और मेरे को इसका रेट दीजिए गाजियाबाद से।)\n[76s] CUSTOMER: Okay. How many tons will it be?   (ठीक है। कितना टन होगा?)\n[77s] AGENT: Sir, that I'll tell... hold for a minute, sir. It was my mistake if you...   (सर वो मैं बता, एक मिनट होल्ड रखिए सर। मेरे से गलती हो गई अगर आप...)\n[81s] AGENT: I'll tell you now, sir, how many sheets there are.   (अभी बताता हूं सर कितनी शीट्स हैं।)\n[85s] AGENT: thirty two sheets.\n[88s] CUSTOMER: Your work is trading only, right?   (आपका काम ट्रेडिंग का ही है ना?)\n[89s] AGENT: It's trading, sir, it's my proper business. Is there an end customer dependency? Meaning, you have received an order, and you are supplying that, is it like that?   (ट्रेडिंग का है सर, प्रॉपर बिजनेस है मेरा। एंड कस्टमर डिपेंडेंसी है क्या? ये मतलब आपको ऑर्डर आया हुआ है, वो आप मतलब दे रहे हैं, ऐसा है क्या?)\n[93s] CUSTOMER: Yes, yes. It's thirty-two sheets, sir.   (हां हां जी। thirty two sheets है सर।)\n[94s] AGENT: Thirty-two? That's very less. Still, I'll see.   (thirty two? बहुत कम है ये। फिर भी मैं देखता हूं।)\n[96s] CUSTOMER: No, it's like this, my vehicle has to leave from Faridabad.   (कोई, ऐसा है, गाड़ी मेरी फरीदाबाद से चलनी है।)\n[98s] AGENT: Okay.   (अच्छा।)\n[99s] CUSTOMER: So the carriage will be a little extra, look into that. In this, I can... one or two sizes, but your quantity is larger, sir, that's the problem I face.   (तो आप कैरिज थोड़ी बहुत ज्यादा लगेगी, उसको देख लीजिए। इसमें मैं एक आधा साइज, लेकिन आपके ज्यादा क्वांटिटी आती है ना सर, वो ही दिक्कत आती है मेरे को।)\n[103s] AGENT: I'll check once. No worries. As for the rest...   (मैं देख लेता हूं एक बार। नो वरीज। बाकी...)\n[104s] CUSTOMER: Try it once, if it works out somehow, the business will continue. I have already placed that order for 92 sheets. The one that is 3000, 1500 in MS, 4 mm.   (एक बार करके देखिए, किसी भी तरीके से आता है, आगे बिजनेस चलता रहेगा। मैंने वो ऑर्डर दे चुका हूं 92 शीट्स का। जो उनसा 3000, 1500 MS में है 4 mm।)\n[109s] AGENT: Hmm hmm. Does GP come in 4 mm, sir?   (हम्म हम्म। 4 mm में GP आता है सर?)\n[111s] CUSTOMER: GP in 4 mm, I haven't heard of it yet.   (4 mm में GP, सुना तो नहीं है मैंने अभी तक।)\n[113s] AGENT: Okay sir, fine.   (अच्छा सर, ठीक है।)\n[114s] CUSTOMER: It might be used in very rare cases, but not right now.   (बहुत रेयर ही किसी-किसी केसेस में यूज आता होगा बट अभी तो नहीं।)\n[116s] AGENT: No, from now on I will do business with you, sir. I actually need some material in quantity as well. So for that, I will handle everything with you.   (नहीं, आगे से मैं आपके साथ बिजनेस सर करता हूं। मेरे को एक्चुअली क्वांटिटी में भी चाहिए होता है कुछ मटेरियल। तो उसके लिए फिर मैं आपको हैंडल करूंगा सारी चीजें।)\n[122s] CUSTOMER: Absolutely. Sure, sure.   (बिलकुल। श्योर, श्योर।)\n[124s] AGENT: Get this one done, sir, if...   (ये वाला करके दीजिए सर अगर...)\n[125s] CUSTOMER: So right now yours is sir, 3 mm, 1500, 3000.   (अभी आपका सर 3 mm, 1500, 3000।)\n[127s] AGENT: Okay sir, yes, 32 sheets.   (ठीक है सर, हां, 32 शीट्स।)\n[128s] CUSTOMER: This is it, right? 3 mm, 1500, 3000. And it's a GP sheet, right?   (यही है ना? 3 mm, 1500, 3000। और GP शीट है, है ना?)\n[131s] AGENT: Yes, GP.   (हांजी, GP।)\n[132s] CUSTOMER: What will be the GSM of the coating in this?   (कितना GSM का कोटिंग रहता रहेगा इसमें?)\n[134s] AGENT: Sir, tell me both, if it's in 80, if it's in 120, you tell me. What availability do you have? Tell me the price for both.   (सर दोनों बता दीजिए, 80 में है, 120 में है, आप बताइए। आपके पास अवेलेबिलिटी क्या है? दोनों के प्राइस बता दीजिए।)\n[138s] CUSTOMER: Okay, I'll tell you for both. Okay, I'll tell you, let's go.   (अच्छा, दोनों का बताऊं। ठीक है, मैं आपको बताता हूं, चलिए।)\n[140s] AGENT: Okay.   (ठीक है।)\n[141s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 61,
  "connected": 1,
  "audio_notes": "clear: The audio contains significant code-mixing of English steel trade vocabulary within Hindi sentences.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "61 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must not abandon the sales process to source material from a lead; your role is to qualify and sell JSW products, not to become the customer.",
  "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": "unknown",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead who identified as a trader. The customer immediately stated that JSW's minimum order quantity is too high for his new business. The agent then abandoned the sales pitch and attempted to source material (3mm GI sheets) from the customer for his own needs. The call ended with the customer agreeing to send a quote to the agent.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: And sir, this is Rohit Mishra speaking from JSW. CUSTOMER: Yes, yes, Mishra ji, go ahead.\", \"comment\": \"The agent identified himself and JSW, and the customer gave implicit permission to continue, meeting the step's intent.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly to a discovery question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"AGENT: You have a company called Siyaram Impex, so do you do manufacturing in it or is it for trading?\", \"comment\": \"The agent only asked what the customer does (trading vs mfg) and did not attempt any of the other five discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any JSW USPs; the conversation shifted to the agent trying to buy from the customer.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to qualify a requirement for the customer. Instead, he stated his own requirement to the customer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No next step was set for JSW to sell to the customer. The next step was for the customer to send a quote to the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must not abandon the sales process to source material from a lead; your role is to qualify and sell JSW products, not to become the customer.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I have already placed that order for 92 sheets.\", \"response\": \"Oh, okay. Hey, if you had given that order to us, we would have served you much better.\"}], \"call_summary\": \"The agent contacted a lead who identified as a trader. The customer immediately stated that JSW's minimum order quantity is too high for his new business. The agent then abandoned the sales pitch and attempted to source material (3mm GI sheets) from the customer for his own needs. The call ended with the customer agreeing to send a quote to the agent.\"}",
  "error": null,
  "latency_ms": 35479,
  "input_tokens": 5143,
  "output_tokens": 854,
  "created_at": "2026-09-25 11:10:21",
  "sentiment": "neutral",
  "sentiment_score": 0.138,
  "sentiment_confidence": "high",
  "pos": 15,
  "neg": 9,
  "lex_hits": 21,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.445,
  "agent_talk_sec": 53.7,
  "customer_talk_sec": 67.0,
  "dead_air_sec": 147.3,
  "longest_monologue_sec": 5.4,
  "agent_wpm": 320.7,
  "interruptions": 0,
  "agent_turns": 31,
  "customer_turns": 30,
  "discovery_qs": 14,
  "words_agent": 287,
  "words_customer": 360,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902163091",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 1.01,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.9,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.3,
      "end_s": 2.6,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 4.4,
      "text_en": "Am I speaking with Siyaram Impex?",
      "text_native": "सियाराम इम्पेक्स से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 5.1,
      "text_en": "Absolutely, sir.",
      "text_native": "बिलकुल सर।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 7.5,
      "text_en": "And sir, this is Rohit Mishra speaking from JSW.",
      "text_native": "और सर जी, रोहित मिश्रा बात कर रहा हूं जेएसडब्ल्यू से।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 9.0,
      "text_en": "Yes, yes, Mishra ji, go ahead.",
      "text_native": "हांजी हांजी मिश्रा जी, बोलिए।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 13.5,
      "text_en": "Yes. You have a company called Siyaram Impex, so do you do manufacturing in it or is it for trading?",
      "text_native": "हांजी। ये आपका कुछ सियाराम इम्पेक्स करके कंपनी है, तो उसमें आप मैन्युफैक्चरिंग करते हैं या फिर ट्रेडिंग का है?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.7,
      "end_s": 16.2,
      "text_en": "Sir, it's for trading. In Ambala, in Haryana.",
      "text_native": "सर ट्रेडिंग का है। अंबाला में, हरियाणा में।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 18.2,
      "text_en": "Okay, okay, okay. Do you have any requirement right now?",
      "text_native": "अच्छा अच्छा अच्छा। अभी कुछ रिक्वायरमेंट है?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.5,
      "end_s": 25.2,
      "text_en": "Sir, actually, my business is a bit new right now. There's an issue with quantity. The quantity we need is an average of around two tons in sheets. Your packet comes in at around four to five tons.",
      "text_native": "सर एक्चुअली क्या है, मेरा ना थोड़ा सा अभी नया बिजनेस है। क्वांटिटी का इशू रहता है। हमें जो क्वांटिटी चाहिए होती है लगभग दो टन के आसपास की एवरेज चाहिए होती है शीट में। आपका आता है पैकेट लगभग चार टन से पांच टन के बीच का।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 26.8,
      "text_en": "Right, it's for five tons.",
      "text_native": "राइट, पांच टन का रहता है।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 35.8,
      "text_en": "Yes, well, whatever it is, four or five, some sheets could be four, some could be five. So, I have spoken to you before, sir, and there's a bit of variation in that. We need more sizes, the business will grow slowly, then our system will work with you.",
      "text_native": "हां, चलो चार या पांच जो भी होगा, किसी शीट का चार भी हो सकता है, किसी का पांच भी हो सकता है। तो पहले भी आपसे सर बात हुई है, तो उसमें थोड़ा सा वेरिएशन रहती है। हमें साइज ज्यादा चाहिए होते हैं, धीरे-धीरे बिजनेस बढ़ेगा, फिर हमारा सिस्टम चलेगा आपके साथ।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 13,
      "speaker": "agent",
      "start_s": 36.0,
      "end_s": 36.8,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 14,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 38.9,
      "text_en": "This is the whole problem.",
      "text_native": "सारी प्रॉब्लम ये है।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 15,
      "speaker": "agent",
      "start_s": 39.2,
      "end_s": 39.7,
      "text_en": "Understood.",
      "text_native": "समझ गया।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 16,
      "speaker": "customer",
      "start_s": 39.7,
      "end_s": 44.2,
      "text_en": "It just came, my material is arriving tomorrow, but that will be around ten-eleven tons. In 1500, 3000, 4 mm.",
      "text_native": "अभी अभी आया, कल मेरा मटेरियल आ रहा है, लेकिन वो आएगा लगभग दस ग्यारह टन का है। पंद्रह सौ, तीन हजार, 4 mm में।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 17,
      "speaker": "agent",
      "start_s": 44.5,
      "end_s": 48.2,
      "text_en": "Oh, okay. Hey, if you had given that order to us, we would have served you much better.",
      "text_native": "अच्छा, ओके। अरे तो वो वो ऑर्डर हमें दिया होता, हम हम ज्यादा अच्छे से सर्व कर देते आपके लिए।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 18,
      "speaker": "customer",
      "start_s": 48.2,
      "end_s": 52.8,
      "text_en": "Yes, that would have been great, I just didn't remember. Do you have that one, in GI, 1500, 3000, in 3 mm?",
      "text_native": "हां, बढ़िया बात थी, बस मेरे ध्यान नहीं रहा। एक आपके पास वो पड़ा है, GI में पंद्रह सौ, तीन हजार, 3 mm में?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 19,
      "speaker": "agent",
      "start_s": 53.0,
      "end_s": 54.2,
      "text_en": "Yes, yes, yes. Is it available?",
      "text_native": "हां हां हां। अवेलेबल है?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 20,
      "speaker": "customer",
      "start_s": 54.2,
      "end_s": 54.9,
      "text_en": "Yes, yes, it's available.",
      "text_native": "हां हां, अवेलेबल है।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 21,
      "speaker": "agent",
      "start_s": 55.1,
      "end_s": 55.8,
      "text_en": "What rate will you give?",
      "text_native": "क्या रेट देंगे?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 22,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 57.4,
      "text_en": "Rate, where do you need this?",
      "text_native": "रेट, आपको कहां पे चाहिए ये?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 23,
      "speaker": "agent",
      "start_s": 57.6,
      "end_s": 58.2,
      "text_en": "Ambala.",
      "text_native": "अंबाला।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 24,
      "speaker": "customer",
      "start_s": 58.6,
      "end_s": 61.8,
      "text_en": "Ambala, right? I'll calculate and tell you the delivered rate. Give me a little time.",
      "text_native": "अंबाला ना? मैं आपको ये डिलीवर्ड रेट एक बार कैलकुलेट करके बताता हूं। थोड़ा सा टाइम दीजिए मुझे।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 25,
      "speaker": "agent",
      "start_s": 62.2,
      "end_s": 64.2,
      "text_en": "Yes, tell me. So will this come from Delhi, where will it come from?",
      "text_native": "हांजी, बताइए मेरे को। तो ये दिल्ली से आएगा, कहां से आएगा?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 26,
      "speaker": "customer",
      "start_s": 64.4,
      "end_s": 66.2,
      "text_en": "Ghaziabad or Delhi, yes Ghaziabad or Delhi.",
      "text_native": "गाजियाबाद या फिर दिल्ली, हां गाजियाबाद या फिर दिल्ली।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 27,
      "speaker": "agent",
      "start_s": 66.2,
      "end_s": 67.6,
      "text_en": "Is this your personal number, Mishra ji?",
      "text_native": "ये आपका पर्सनल नंबर है मिश्रा जी?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 28,
      "speaker": "customer",
      "start_s": 67.8,
      "end_s": 69.8,
      "text_en": "No, I have WhatsApped you from my personal number.",
      "text_native": "नहीं, मैंने आपको ना WhatsApp किया है अपने पर्सनल नंबर से।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 29,
      "speaker": "agent",
      "start_s": 69.8,
      "end_s": 71.2,
      "text_en": "Okay. What is your name, your good name, sir?",
      "text_native": "ठीक है। आपका नाम क्या है, शुभ नाम सर?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 30,
      "speaker": "customer",
      "start_s": 71.4,
      "end_s": 72.0,
      "text_en": "Rohit Mishra.",
      "text_native": "रोहित मिश्रा।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 31,
      "speaker": "agent",
      "start_s": 72.4,
      "end_s": 75.8,
      "text_en": "Rohit ji. Okay sir, I'll save your number and give me the rate for this from Ghaziabad.",
      "text_native": "रोहित जी। ठीक है सर, मैं आपका नंबर भी ये फीड कर लेता हूं और मेरे को इसका रेट दीजिए गाजियाबाद से।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 32,
      "speaker": "customer",
      "start_s": 76.0,
      "end_s": 77.0,
      "text_en": "Okay. How many tons will it be?",
      "text_native": "ठीक है। कितना टन होगा?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 33,
      "speaker": "agent",
      "start_s": 77.2,
      "end_s": 79.8,
      "text_en": "Sir, that I'll tell... hold for a minute, sir. It was my mistake if you...",
      "text_native": "सर वो मैं बता, एक मिनट होल्ड रखिए सर। मेरे से गलती हो गई अगर आप..."
    },
    {
      "ucid": "21112178902163091",
      "idx": 34,
      "speaker": "agent",
      "start_s": 81.2,
      "end_s": 82.5,
      "text_en": "I'll tell you now, sir, how many sheets there are.",
      "text_native": "अभी बताता हूं सर कितनी शीट्स हैं।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 35,
      "speaker": "agent",
      "start_s": 84.8,
      "end_s": 85.8,
      "text_en": "thirty two sheets.",
      "text_native": "thirty two sheets."
    },
    {
      "ucid": "21112178902163091",
      "idx": 36,
      "speaker": "customer",
      "start_s": 87.8,
      "end_s": 88.8,
      "text_en": "Your work is trading only, right?",
      "text_native": "आपका काम ट्रेडिंग का ही है ना?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 37,
      "speaker": "agent",
      "start_s": 88.8,
      "end_s": 92.8,
      "text_en": "It's trading, sir, it's my proper business. Is there an end customer dependency? Meaning, you have received an order, and you are supplying that, is it like that?",
      "text_native": "ट्रेडिंग का है सर, प्रॉपर बिजनेस है मेरा। एंड कस्टमर डिपेंडेंसी है क्या? ये मतलब आपको ऑर्डर आया हुआ है, वो आप मतलब दे रहे हैं, ऐसा है क्या?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 38,
      "speaker": "customer",
      "start_s": 92.8,
      "end_s": 94.0,
      "text_en": "Yes, yes. It's thirty-two sheets, sir.",
      "text_native": "हां हां जी। thirty two sheets है सर।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 39,
      "speaker": "agent",
      "start_s": 94.2,
      "end_s": 96.0,
      "text_en": "Thirty-two? That's very less. Still, I'll see.",
      "text_native": "thirty two? बहुत कम है ये। फिर भी मैं देखता हूं।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 40,
      "speaker": "customer",
      "start_s": 96.0,
      "end_s": 98.0,
      "text_en": "No, it's like this, my vehicle has to leave from Faridabad.",
      "text_native": "कोई, ऐसा है, गाड़ी मेरी फरीदाबाद से चलनी है।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 41,
      "speaker": "agent",
      "start_s": 98.2,
      "end_s": 98.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 42,
      "speaker": "customer",
      "start_s": 98.8,
      "end_s": 102.8,
      "text_en": "So the carriage will be a little extra, look into that. In this, I can... one or two sizes, but your quantity is larger, sir, that's the problem I face.",
      "text_native": "तो आप कैरिज थोड़ी बहुत ज्यादा लगेगी, उसको देख लीजिए। इसमें मैं एक आधा साइज, लेकिन आपके ज्यादा क्वांटिटी आती है ना सर, वो ही दिक्कत आती है मेरे को।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 43,
      "speaker": "agent",
      "start_s": 103.0,
      "end_s": 104.5,
      "text_en": "I'll check once. No worries. As for the rest...",
      "text_native": "मैं देख लेता हूं एक बार। नो वरीज। बाकी..."
    },
    {
      "ucid": "21112178902163091",
      "idx": 44,
      "speaker": "customer",
      "start_s": 104.5,
      "end_s": 109.0,
      "text_en": "Try it once, if it works out somehow, the business will continue. I have already placed that order for 92 sheets. The one that is 3000, 1500 in MS, 4 mm.",
      "text_native": "एक बार करके देखिए, किसी भी तरीके से आता है, आगे बिजनेस चलता रहेगा। मैंने वो ऑर्डर दे चुका हूं 92 शीट्स का। जो उनसा 3000, 1500 MS में है 4 mm।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 45,
      "speaker": "agent",
      "start_s": 109.4,
      "end_s": 110.8,
      "text_en": "Hmm hmm. Does GP come in 4 mm, sir?",
      "text_native": "हम्म हम्म। 4 mm में GP आता है सर?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 46,
      "speaker": "customer",
      "start_s": 111.2,
      "end_s": 112.8,
      "text_en": "GP in 4 mm, I haven't heard of it yet.",
      "text_native": "4 mm में GP, सुना तो नहीं है मैंने अभी तक।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 47,
      "speaker": "agent",
      "start_s": 113.2,
      "end_s": 113.9,
      "text_en": "Okay sir, fine.",
      "text_native": "अच्छा सर, ठीक है।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 48,
      "speaker": "customer",
      "start_s": 114.0,
      "end_s": 116.2,
      "text_en": "It might be used in very rare cases, but not right now.",
      "text_native": "बहुत रेयर ही किसी-किसी केसेस में यूज आता होगा बट अभी तो नहीं।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 49,
      "speaker": "agent",
      "start_s": 116.4,
      "end_s": 121.8,
      "text_en": "No, from now on I will do business with you, sir. I actually need some material in quantity as well. So for that, I will handle everything with you.",
      "text_native": "नहीं, आगे से मैं आपके साथ बिजनेस सर करता हूं। मेरे को एक्चुअली क्वांटिटी में भी चाहिए होता है कुछ मटेरियल। तो उसके लिए फिर मैं आपको हैंडल करूंगा सारी चीजें।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 50,
      "speaker": "customer",
      "start_s": 122.2,
      "end_s": 123.2,
      "text_en": "Absolutely. Sure, sure.",
      "text_native": "बिलकुल। श्योर, श्योर।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 51,
      "speaker": "agent",
      "start_s": 123.6,
      "end_s": 124.8,
      "text_en": "Get this one done, sir, if...",
      "text_native": "ये वाला करके दीजिए सर अगर..."
    },
    {
      "ucid": "21112178902163091",
      "idx": 52,
      "speaker": "customer",
      "start_s": 124.8,
      "end_s": 126.5,
      "text_en": "So right now yours is sir, 3 mm, 1500, 3000.",
      "text_native": "अभी आपका सर 3 mm, 1500, 3000।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 53,
      "speaker": "agent",
      "start_s": 126.8,
      "end_s": 128.0,
      "text_en": "Okay sir, yes, 32 sheets.",
      "text_native": "ठीक है सर, हां, 32 शीट्स।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 54,
      "speaker": "customer",
      "start_s": 128.2,
      "end_s": 130.8,
      "text_en": "This is it, right? 3 mm, 1500, 3000. And it's a GP sheet, right?",
      "text_native": "यही है ना? 3 mm, 1500, 3000। और GP शीट है, है ना?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 55,
      "speaker": "agent",
      "start_s": 131.0,
      "end_s": 131.8,
      "text_en": "Yes, GP.",
      "text_native": "हांजी, GP।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 56,
      "speaker": "customer",
      "start_s": 132.0,
      "end_s": 133.5,
      "text_en": "What will be the GSM of the coating in this?",
      "text_native": "कितना GSM का कोटिंग रहता रहेगा इसमें?"
    },
    {
      "ucid": "21112178902163091",
      "idx": 57,
      "speaker": "agent",
      "start_s": 133.6,
      "end_s": 137.2,
      "text_en": "Sir, tell me both, if it's in 80, if it's in 120, you tell me. What availability do you have? Tell me the price for both.",
      "text_native": "सर दोनों बता दीजिए, 80 में है, 120 में है, आप बताइए। आपके पास अवेलेबिलिटी क्या है? दोनों के प्राइस बता दीजिए।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 58,
      "speaker": "customer",
      "start_s": 137.5,
      "end_s": 139.5,
      "text_en": "Okay, I'll tell you for both. Okay, I'll tell you, let's go.",
      "text_native": "अच्छा, दोनों का बताऊं। ठीक है, मैं आपको बताता हूं, चलिए।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 59,
      "speaker": "agent",
      "start_s": 139.8,
      "end_s": 140.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178902163091",
      "idx": 60,
      "speaker": "customer",
      "start_s": 140.8,
      "end_s": 141.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178902163091",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: And sir, this is Rohit Mishra speaking from JSW. CUSTOMER: Yes, yes, Mishra ji, go ahead.",
      "comment": "The agent identified himself and JSW, and the customer gave implicit permission to continue, meeting the step's intent."
    },
    {
      "ucid": "21112178902163091",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead moving directly to a discovery question."
    },
    {
      "ucid": "21112178902163091",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "AGENT: You have a company called Siyaram Impex, so do you do manufacturing in it or is it for trading?",
      "comment": "The agent only asked what the customer does (trading vs mfg) and did not attempt any of the other five discovery questions."
    },
    {
      "ucid": "21112178902163091",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any JSW USPs; the conversation shifted to the agent trying to buy from the customer."
    },
    {
      "ucid": "21112178902163091",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not attempt to qualify a requirement for the customer. Instead, he stated his own requirement to the customer."
    },
    {
      "ucid": "21112178902163091",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No next step was set for JSW to sell to the customer. The next step was for the customer to send a quote to the agent."
    }
  ],
  "objections": [
    {
      "ucid": "21112178902163091",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "I have already placed that order for 92 sheets.",
      "response": "Oh, okay. Hey, if you had given that order to us, we would have served you much better."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}