{
  "ucid": "21112178910641361",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 11:30:13",
  "end_time": "2026-09-11 11:33:03",
  "duration_sec": 170,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA887b19ce0b23f6160497dfc2449aafa8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 266,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910641361__DIA887b19ce0b23f6160497dfc2449aafa8.mp3",
  "audio_bytes": 451872,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 150.624,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes.   (हां।)\n[2s] AGENT: Sir, this is Abdul speaking from JSW. I spoke to you yesterday.   (सर अब्दुल बात कर रहा हूं JSW से। कल बात हुई थी आपसे मेरी।)\n[5s] CUSTOMER: Yes, yes, hello. Tell me, sir.   (हां जी, हां जी, नमस्कार। बताइए सर।)\n[6s] AGENT: Hello, hello. Sir, this is a company number, that's why   (नमस्कार, नमस्कार। सर ये कंपनी का नंबर है इसलिए)\n[8s] CUSTOMER: Oh, okay. Alright sir, I'll note it down. Yes, tell me.   (अच्छा अच्छा। ठीक है सर, मैं नोट कर लेता हूं। जी, बताएं।)\n[10s] AGENT: Uh sir, I was saying, actually the rate and all has increased a bit, sir, I think for Galva Plus.   (अह सर मैं बोल रहा था एक्चुअली रेट वगेरा थोड़ा बढ़ गया है सर, आई थिंक Galva Plus का।)\n[14s] CUSTOMER: Yes, yes.   (हां हां।)\n[14s] AGENT: The delivered rate for you is one hundred, one hundred and ten.   (डिलीवर्ड रेट आपको पड़ रहा है सौ, एक सौ दस।)\n[17s] CUSTOMER: How much?   (कितना?)\n[17s] AGENT: One hundred and ten, one hundred and ten. The delivered rate is, sir, one hundred and ten.   (एक सौ दस, एक सौ दस। डिलीवर्ड रेट पड़ रहा है सर, एक सौ दस।)\n[19s] CUSTOMER: One hundred and ten?   (एक सौ दस?)\n[20s] AGENT: Yes. 107 is the base, sir. The base is running at 107 two fifty. Okay?   (हां। एक सौ सात बेस है सर। बेस चल रहा है एक सौ सात टू फिफ्टी। ठीक है?)\n[22s] CUSTOMER: Yes.   (हां।)\n[23s] AGENT: And 107, three rupees is your freight charge for transportation.   (और एक सौ सात, थ्री रुपीस मेरा आपका फ्रेट चार्जेस है ट्रांसपोर्टेशन का।)\n[25s] AGENT: And if you want, you can also bring your own transportation.   (और आप चाहेंगे तो अपना खुद का ट्रांसपोर्टेशन भी ला सकते हैं।)\n[28s] AGENT: One hundred and seven   (एक सौ सात)\n[28s] CUSTOMER: Meaning it's FOR Nagpur, right?   (मतलब एफ ओ आर है ना नागपुर?)\n[29s] AGENT: Yes, yes, yes, it's FOR Nagpur, sir.   (जी जी जी, एफ ओ आर नागपुर है सर।)\n[30s] CUSTOMER: Okay. So how much has the rate increased recently in the last ten days?   (अच्छा। तो अभी रिसेंटली कितना बढ़ा है रेट अभी पिछले दस दिन में?)\n[33s] AGENT: Right now, sir, it has increased a little, by one rupee. From today or Monday, it's going to increase by two rupees in color coated.   (अभी तो सर थोड़ा एक रुपया बढ़ा है। आज से या मंडे से दो रुपया बढ़ने वाली है कलर कोटेड में।)\n[36s] CUSTOMER: Okay.   (अच्छा।)\n[37s] AGENT: Okay? Yes, from today or Monday. This rate might not even be valid after this evening.   (ठीक है? हां, आज या मंडे से। ये रेट हो सकता है कि शाम के बाद वैलिड ही ना रहे।)\n[39s] CUSTOMER: That's why I, whatever   (इसलिए मैं जो भी)\n[40s] AGENT: Yes, it will be there till the evening. Once you give me a confirmation, I will send you a mail officially. You also give me a confirmation.   (हां, शाम तक रहेगा। एक बार आप मुझे कन्फर्मेशन दे देंगे तो मैं आपको मेल डाल दूंगा ऑफिशियली। आप मुझे भी कन्फर्मेशन दे दीजिएगा।)\n[43s] CUSTOMER: Okay. Because today, the person I spoke to, their office is closed, the one I spoke to. Today is Pola here in Maharashtra.   (अच्छा। बिकॉज़ आज मेरा उनसे जिससे बात हुआ, तो उनका क्या ऑफिस बंद है जिससे मेरा बात हुआ ना। आज पोला है यहां महाराष्ट्र में।)\n[48s] AGENT: Yes, yes.   (जी जी।)\n[49s] CUSTOMER: So it's closed today for Pola, tomorrow is Saturday. On Monday, their response will come, some yes or no, whatever it is.   (तो पोले के लिए आज बंद है, कल शनिवार है। मंडे को उनका आएगा कुछ यस या नो जो भी है।)\n[52s] AGENT: So that's fine, but on Monday, sir, the rate will increase for them. Today itself   (तो ठीक है बट मंडे को सर रेट बढ़ जाएगी उनको। आज ही)\n[54s] CUSTOMER: No, I have told them that I said the market is not stable right now. And the market is plus. I said if you confirm today, then I told them this morning about today's situation.   (नहीं, मैं उनको वैसा उनको बता दिया हूं कि मैंने कहा अभी स्टेबल नहीं है मार्केट। और मार्केट प्लस है। मैंने कहा अगर आप आज कन्फर्म करेंगे तो आज का ऐसा उनको सुबह बताया था मैंने।)\n[59s] AGENT: Yes, yes.   (जी जी।)\n[59s] CUSTOMER: Taking the rate from the day before yesterday. So they said, okay sir, we will decide on Monday. Because they don't have that authority, the signing authority. So on Monday, we will put the new rate in our office, whatever it is.   (परसों का रेट ले कर के। तो वो बोले ठीक है सर मंडे डिसाइड करेंगे। क्योंकि वो अथॉरिटी उनके पास नहीं है ना, साइनिंग अथॉरिटी। तो मंडे अपना जो ऑफिस में नया रेट डाल देंगे जो भी होगा।)\n[104s] AGENT: Okay, okay, okay. It's going to increase by two rupees, that's what I'm telling you, I have no issue.   (ठीक है, ठीक है, ठीक है। दो रुपए बढ़ने वाले हैं, वही मैं बता दे रहा हूं, कोई इशू नहीं है मुझे।)\n[107s] CUSTOMER: That's fine. And I was saying, is this an office number, sir? Bombay?   (चलेगा। और मैं कह रहा था ये नंबर ऑफिस का है सर? बॉम्बे?)\n[109s] AGENT: The office is in BKC, sir, in BKC.   (ऑफिस सर बीकेसी, बीकेसी में है सर।)\n[111s] CUSTOMER: No, no, this mobile number, is it your personal one or an office number?   (नहीं नहीं, ये जो मोबाइल नंबर है, ये पर्सनल है आपका कि ऑफिस का नंबर है?)\n[114s] AGENT: Sir, it's the office one. Should I message you from my personal number?   (सर ऑफिस का है। मैं पर्सनल नंबर से मैसेज कर दूं क्या आपको?)\n[116s] CUSTOMER: No, that's fine, no such issue. I'll save it with this name.   (नहीं, चलेगा, ऐसा कोई इशू नहीं है। मैं इस नाम से सेव कर लेता हूं।)\n[118s] AGENT: Sir, no, don't save this one. You won't be able to make calls to it. It's a company number, okay?   (सर आप नहीं, इसको मत सेव कीजिए। इससे कॉलिंग नहीं लगेगी। कंपनी का नंबर है, ठीक है?)\n[121s] CUSTOMER: Oh, okay. So your personal   (अच्छा अच्छा। तो आपका पर्सनल)\n[122s] AGENT: I'll give you my personal number   (मैं आपको पर्सनल नंबर)\n[123s] CUSTOMER: Or just tell me, I'll write it down.   (या बता दीजिए, मैं लिख लेता हूं।)\n[124s] AGENT: Uh, I have it, sir. I have messaged you.   (अह है सर। मैं मैसेज कर दिया आपको।)\n[126s] CUSTOMER: No issue, I'll save it.   (कोई इशू नहीं, मैं सेव कर लेता हूं।)\n[128s] AGENT: I have messaged, okay?   (मैं मैसेज कर दिया हूं, ठीक है?)\n[129s] CUSTOMER: Okay, okay. I'll call on Monday. You guys let me know, okay?   (ठीक है, ठीक है। मंडे को करता हूं आपको। आप लोग बताइए, ठीक है?)\n[131s] AGENT: Okay, okay sir.   (ओके, ओके सर।)\n[133s] CUSTOMER: Sir, thank you sir.   (सर, थैंक यू सर।)\n[133s] AGENT: Thank you sir, thank you.   (थैंक यू सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 50,
  "connected": 1,
  "audio_notes": "clear: The audio is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "50 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "When a customer needs to check with a manager, try to get involved by offering to send the quote directly to the decision-maker or setting a specific time for a joint call, rather than just accepting the delay.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent followed up with the customer to provide an updated price for Galva Plus, warning of an imminent further increase. The customer, who appears to be a trader, stated he needed approval from a signing authority who was unavailable until Monday. They agreed to reconnect on Monday, with the understanding that the price would likely be higher.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, this is Abdul speaking from JSW. I spoke to you yesterday.\", \"comment\": \"This was a follow-up call, so the agent did not acknowledge a new platform submission as per the rubric for an initial call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not re-validate any of the customer's requirement details (product, specs, quantity, location, timeline) and went straight to the price update.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business context, such as end application, monthly consumption, or current suppliers.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"The delivered rate for you is one hundred, one hundred and ten.\", \"comment\": \"The agent provided a specific delivered price and created urgency by stating the price would increase soon.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, I was saying, actually the rate and all has increased a bit, sir, I think for Galva Plus.\", \"comment\": \"The agent stuck to the purpose of the call (price update for a specific product) and did not pitch the wider portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer needs to check with a manager, try to get involved by offering to send the quote directly to the decision-maker or setting a specific time for a joint call, rather than just accepting the delay.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"check_with_manager\", \"state\": \"mishandled\", \"evidence\": \"Because they don't have that authority, the signing authority. So on Monday, we will put the new rate in our office, whatever it is.\", \"response\": \"Okay, okay, okay. It's going to increase by two rupees, that's what I'm telling you, I have no issue.\"}], \"call_summary\": \"The agent followed up with the customer to provide an updated price for Galva Plus, warning of an imminent further increase. The customer, who appears to be a trader, stated he needed approval from a signing authority who was unavailable until Monday. They agreed to reconnect on Monday, with the understanding that the price would likely be higher.\"}",
  "error": null,
  "latency_ms": 31724,
  "input_tokens": 4662,
  "output_tokens": 830,
  "created_at": "2026-09-25 11:04:02",
  "sentiment": "neutral",
  "sentiment_score": 0.006,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 12,
  "lex_hits": 35,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.358,
  "agent_talk_sec": 44.4,
  "customer_talk_sec": 79.6,
  "dead_air_sec": 46.0,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 395.9,
  "interruptions": 0,
  "agent_turns": 26,
  "customer_turns": 24,
  "discovery_qs": 6,
  "words_agent": 293,
  "words_customer": 247,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910641361",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.17,
      "end_s": 0.81,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.34,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.64,
      "end_s": 1.94,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.14,
      "end_s": 4.5,
      "text_en": "Sir, this is Abdul speaking from JSW. I spoke to you yesterday.",
      "text_native": "सर अब्दुल बात कर रहा हूं JSW से। कल बात हुई थी आपसे मेरी।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 6.24,
      "text_en": "Yes, yes, hello. Tell me, sir.",
      "text_native": "हां जी, हां जी, नमस्कार। बताइए सर।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.34,
      "end_s": 7.84,
      "text_en": "Hello, hello. Sir, this is a company number, that's why",
      "text_native": "नमस्कार, नमस्कार। सर ये कंपनी का नंबर है इसलिए"
    },
    {
      "ucid": "21112178910641361",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.04,
      "end_s": 10.04,
      "text_en": "Oh, okay. Alright sir, I'll note it down. Yes, tell me.",
      "text_native": "अच्छा अच्छा। ठीक है सर, मैं नोट कर लेता हूं। जी, बताएं।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.44,
      "end_s": 13.24,
      "text_en": "Uh sir, I was saying, actually the rate and all has increased a bit, sir, I think for Galva Plus.",
      "text_native": "अह सर मैं बोल रहा था एक्चुअली रेट वगेरा थोड़ा बढ़ गया है सर, आई थिंक Galva Plus का।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.54,
      "end_s": 13.94,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.24,
      "end_s": 16.04,
      "text_en": "The delivered rate for you is one hundred, one hundred and ten.",
      "text_native": "डिलीवर्ड रेट आपको पड़ रहा है सौ, एक सौ दस।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.54,
      "end_s": 17.04,
      "text_en": "How much?",
      "text_native": "कितना?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.14,
      "end_s": 18.84,
      "text_en": "One hundred and ten, one hundred and ten. The delivered rate is, sir, one hundred and ten.",
      "text_native": "एक सौ दस, एक सौ दस। डिलीवर्ड रेट पड़ रहा है सर, एक सौ दस।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.14,
      "end_s": 19.64,
      "text_en": "One hundred and ten?",
      "text_native": "एक सौ दस?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 13,
      "speaker": "agent",
      "start_s": 19.74,
      "end_s": 22.24,
      "text_en": "Yes. 107 is the base, sir. The base is running at 107 two fifty. Okay?",
      "text_native": "हां। एक सौ सात बेस है सर। बेस चल रहा है एक सौ सात टू फिफ्टी। ठीक है?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.44,
      "end_s": 22.74,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.84,
      "end_s": 25.24,
      "text_en": "And 107, three rupees is your freight charge for transportation.",
      "text_native": "और एक सौ सात, थ्री रुपीस मेरा आपका फ्रेट चार्जेस है ट्रांसपोर्टेशन का।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 16,
      "speaker": "agent",
      "start_s": 25.34,
      "end_s": 27.54,
      "text_en": "And if you want, you can also bring your own transportation.",
      "text_native": "और आप चाहेंगे तो अपना खुद का ट्रांसपोर्टेशन भी ला सकते हैं।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 17,
      "speaker": "agent",
      "start_s": 27.64,
      "end_s": 28.04,
      "text_en": "One hundred and seven",
      "text_native": "एक सौ सात"
    },
    {
      "ucid": "21112178910641361",
      "idx": 18,
      "speaker": "customer",
      "start_s": 28.14,
      "end_s": 28.94,
      "text_en": "Meaning it's FOR Nagpur, right?",
      "text_native": "मतलब एफ ओ आर है ना नागपुर?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 19,
      "speaker": "agent",
      "start_s": 29.04,
      "end_s": 30.04,
      "text_en": "Yes, yes, yes, it's FOR Nagpur, sir.",
      "text_native": "जी जी जी, एफ ओ आर नागपुर है सर।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 20,
      "speaker": "customer",
      "start_s": 30.34,
      "end_s": 32.54,
      "text_en": "Okay. So how much has the rate increased recently in the last ten days?",
      "text_native": "अच्छा। तो अभी रिसेंटली कितना बढ़ा है रेट अभी पिछले दस दिन में?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 21,
      "speaker": "agent",
      "start_s": 32.74,
      "end_s": 35.84,
      "text_en": "Right now, sir, it has increased a little, by one rupee. From today or Monday, it's going to increase by two rupees in color coated.",
      "text_native": "अभी तो सर थोड़ा एक रुपया बढ़ा है। आज से या मंडे से दो रुपया बढ़ने वाली है कलर कोटेड में।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 22,
      "speaker": "customer",
      "start_s": 36.04,
      "end_s": 36.44,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 23,
      "speaker": "agent",
      "start_s": 36.54,
      "end_s": 39.04,
      "text_en": "Okay? Yes, from today or Monday. This rate might not even be valid after this evening.",
      "text_native": "ठीक है? हां, आज या मंडे से। ये रेट हो सकता है कि शाम के बाद वैलिड ही ना रहे।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 24,
      "speaker": "customer",
      "start_s": 39.14,
      "end_s": 39.64,
      "text_en": "That's why I, whatever",
      "text_native": "इसलिए मैं जो भी"
    },
    {
      "ucid": "21112178910641361",
      "idx": 25,
      "speaker": "agent",
      "start_s": 39.74,
      "end_s": 43.04,
      "text_en": "Yes, it will be there till the evening. Once you give me a confirmation, I will send you a mail officially. You also give me a confirmation.",
      "text_native": "हां, शाम तक रहेगा। एक बार आप मुझे कन्फर्मेशन दे देंगे तो मैं आपको मेल डाल दूंगा ऑफिशियली। आप मुझे भी कन्फर्मेशन दे दीजिएगा।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 26,
      "speaker": "customer",
      "start_s": 43.34,
      "end_s": 48.04,
      "text_en": "Okay. Because today, the person I spoke to, their office is closed, the one I spoke to. Today is Pola here in Maharashtra.",
      "text_native": "अच्छा। बिकॉज़ आज मेरा उनसे जिससे बात हुआ, तो उनका क्या ऑफिस बंद है जिससे मेरा बात हुआ ना। आज पोला है यहां महाराष्ट्र में।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 27,
      "speaker": "agent",
      "start_s": 48.24,
      "end_s": 48.64,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 28,
      "speaker": "customer",
      "start_s": 48.74,
      "end_s": 51.84,
      "text_en": "So it's closed today for Pola, tomorrow is Saturday. On Monday, their response will come, some yes or no, whatever it is.",
      "text_native": "तो पोले के लिए आज बंद है, कल शनिवार है। मंडे को उनका आएगा कुछ यस या नो जो भी है।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 29,
      "speaker": "agent",
      "start_s": 51.94,
      "end_s": 53.84,
      "text_en": "So that's fine, but on Monday, sir, the rate will increase for them. Today itself",
      "text_native": "तो ठीक है बट मंडे को सर रेट बढ़ जाएगी उनको। आज ही"
    },
    {
      "ucid": "21112178910641361",
      "idx": 30,
      "speaker": "customer",
      "start_s": 53.94,
      "end_s": 58.54,
      "text_en": "No, I have told them that I said the market is not stable right now. And the market is plus. I said if you confirm today, then I told them this morning about today's situation.",
      "text_native": "नहीं, मैं उनको वैसा उनको बता दिया हूं कि मैंने कहा अभी स्टेबल नहीं है मार्केट। और मार्केट प्लस है। मैंने कहा अगर आप आज कन्फर्म करेंगे तो आज का ऐसा उनको सुबह बताया था मैंने।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 31,
      "speaker": "agent",
      "start_s": 58.64,
      "end_s": 58.94,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 32,
      "speaker": "customer",
      "start_s": 59.04,
      "end_s": 104.04,
      "text_en": "Taking the rate from the day before yesterday. So they said, okay sir, we will decide on Monday. Because they don't have that authority, the signing authority. So on Monday, we will put the new rate in our office, whatever it is.",
      "text_native": "परसों का रेट ले कर के। तो वो बोले ठीक है सर मंडे डिसाइड करेंगे। क्योंकि वो अथॉरिटी उनके पास नहीं है ना, साइनिंग अथॉरिटी। तो मंडे अपना जो ऑफिस में नया रेट डाल देंगे जो भी होगा।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 33,
      "speaker": "agent",
      "start_s": 104.24,
      "end_s": 106.84,
      "text_en": "Okay, okay, okay. It's going to increase by two rupees, that's what I'm telling you, I have no issue.",
      "text_native": "ठीक है, ठीक है, ठीक है। दो रुपए बढ़ने वाले हैं, वही मैं बता दे रहा हूं, कोई इशू नहीं है मुझे।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 34,
      "speaker": "customer",
      "start_s": 107.14,
      "end_s": 109.04,
      "text_en": "That's fine. And I was saying, is this an office number, sir? Bombay?",
      "text_native": "चलेगा। और मैं कह रहा था ये नंबर ऑफिस का है सर? बॉम्बे?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 35,
      "speaker": "agent",
      "start_s": 109.14,
      "end_s": 110.84,
      "text_en": "The office is in BKC, sir, in BKC.",
      "text_native": "ऑफिस सर बीकेसी, बीकेसी में है सर।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 36,
      "speaker": "customer",
      "start_s": 111.04,
      "end_s": 113.54,
      "text_en": "No, no, this mobile number, is it your personal one or an office number?",
      "text_native": "नहीं नहीं, ये जो मोबाइल नंबर है, ये पर्सनल है आपका कि ऑफिस का नंबर है?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 37,
      "speaker": "agent",
      "start_s": 113.74,
      "end_s": 115.54,
      "text_en": "Sir, it's the office one. Should I message you from my personal number?",
      "text_native": "सर ऑफिस का है। मैं पर्सनल नंबर से मैसेज कर दूं क्या आपको?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 38,
      "speaker": "customer",
      "start_s": 115.74,
      "end_s": 117.84,
      "text_en": "No, that's fine, no such issue. I'll save it with this name.",
      "text_native": "नहीं, चलेगा, ऐसा कोई इशू नहीं है। मैं इस नाम से सेव कर लेता हूं।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 39,
      "speaker": "agent",
      "start_s": 118.04,
      "end_s": 120.84,
      "text_en": "Sir, no, don't save this one. You won't be able to make calls to it. It's a company number, okay?",
      "text_native": "सर आप नहीं, इसको मत सेव कीजिए। इससे कॉलिंग नहीं लगेगी। कंपनी का नंबर है, ठीक है?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 40,
      "speaker": "customer",
      "start_s": 121.04,
      "end_s": 121.84,
      "text_en": "Oh, okay. So your personal",
      "text_native": "अच्छा अच्छा। तो आपका पर्सनल"
    },
    {
      "ucid": "21112178910641361",
      "idx": 41,
      "speaker": "agent",
      "start_s": 122.04,
      "end_s": 122.84,
      "text_en": "I'll give you my personal number",
      "text_native": "मैं आपको पर्सनल नंबर"
    },
    {
      "ucid": "21112178910641361",
      "idx": 42,
      "speaker": "customer",
      "start_s": 122.94,
      "end_s": 123.84,
      "text_en": "Or just tell me, I'll write it down.",
      "text_native": "या बता दीजिए, मैं लिख लेता हूं।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 43,
      "speaker": "agent",
      "start_s": 124.24,
      "end_s": 125.84,
      "text_en": "Uh, I have it, sir. I have messaged you.",
      "text_native": "अह है सर। मैं मैसेज कर दिया आपको।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 44,
      "speaker": "customer",
      "start_s": 126.34,
      "end_s": 127.54,
      "text_en": "No issue, I'll save it.",
      "text_native": "कोई इशू नहीं, मैं सेव कर लेता हूं।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 45,
      "speaker": "agent",
      "start_s": 127.84,
      "end_s": 129.04,
      "text_en": "I have messaged, okay?",
      "text_native": "मैं मैसेज कर दिया हूं, ठीक है?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 46,
      "speaker": "customer",
      "start_s": 129.14,
      "end_s": 131.24,
      "text_en": "Okay, okay. I'll call on Monday. You guys let me know, okay?",
      "text_native": "ठीक है, ठीक है। मंडे को करता हूं आपको। आप लोग बताइए, ठीक है?"
    },
    {
      "ucid": "21112178910641361",
      "idx": 47,
      "speaker": "agent",
      "start_s": 131.44,
      "end_s": 132.04,
      "text_en": "Okay, okay sir.",
      "text_native": "ओके, ओके सर।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 48,
      "speaker": "customer",
      "start_s": 132.54,
      "end_s": 133.24,
      "text_en": "Sir, thank you sir.",
      "text_native": "सर, थैंक यू सर।"
    },
    {
      "ucid": "21112178910641361",
      "idx": 49,
      "speaker": "agent",
      "start_s": 133.44,
      "end_s": 134.24,
      "text_en": "Thank you sir, thank you.",
      "text_native": "थैंक यू सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178910641361",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, this is Abdul speaking from JSW. I spoke to you yesterday.",
      "comment": "This was a follow-up call, so the agent did not acknowledge a new platform submission as per the rubric for an initial call."
    },
    {
      "ucid": "21112178910641361",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not re-validate any of the customer's requirement details (product, specs, quantity, location, timeline) and went straight to the price update."
    },
    {
      "ucid": "21112178910641361",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business context, such as end application, monthly consumption, or current suppliers."
    },
    {
      "ucid": "21112178910641361",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "The delivered rate for you is one hundred, one hundred and ten.",
      "comment": "The agent provided a specific delivered price and created urgency by stating the price would increase soon."
    },
    {
      "ucid": "21112178910641361",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh sir, I was saying, actually the rate and all has increased a bit, sir, I think for Galva Plus.",
      "comment": "The agent stuck to the purpose of the call (price update for a specific product) and did not pitch the wider portfolio."
    }
  ],
  "objections": [
    {
      "ucid": "21112178910641361",
      "obj_type": "check_with_manager",
      "state": "mishandled",
      "evidence": "Because they don't have that authority, the signing authority. So on Monday, we will put the new rate in our office, whatever it is.",
      "response": "Okay, okay, okay. It's going to increase by two rupees, that's what I'm telling you, I have no issue."
    }
  ],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}