{
  "ucid": "21112178910929522",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 12:18:15",
  "end_time": "2026-09-11 12:22:42",
  "duration_sec": 267,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd6f324c739e227e3127b8f8a7832f626.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 244,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910929522__DIAd6f324c739e227e3127b8f8a7832f626.mp3",
  "audio_bytes": 713664,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 237.888,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Hello   (हेलो)\n[3s] AGENT: Please remove the handsfree.   (प्लीज हैंड्सफ्री हटा दीजिए।)\n[5s] CUSTOMER: Yes?   (हां जी?)\n[5s] AGENT: Sir, I'm calling from JSW One. Will you have any requirement for steel now?   (सर JSW One से बात कर रहा हूं। अभी कुछ स्टील का रिक्वायरमेंट आएगा आपका?)\n[8s] CUSTOMER: Yes, what is the current rate?   (हां जी, क्या रेट चल रहा है?)\n[10s] AGENT: For HR, sir?   (HR का सर?)\n[11s] CUSTOMER: Yes, for HR.   (हां जी, HR का।)\n[12s] AGENT: Sir, 62.   (सर 62.)\n[13s] CUSTOMER: 62 plus GST?\n[14s] AGENT: Yes, plus GST.   (हां, plus GST.)\n[15s] CUSTOMER: Plus cartage as well?   (प्लस कार्टेज भी?)\n[16s] AGENT: No no, it's with cutting.   (नहीं नहीं, कटिंग के साथ ही है।)\n[17s] CUSTOMER: Okay.   (अच्छा।)\n[18s] AGENT: But this is, sir, in Ghaziabad, my ex-Ghaziabad.   (लेकिन ये है सर गाजियाबाद में मेरा ex-Ghaziabad.)\n[20s] CUSTOMER: Yes?   (हां जी?)\n[21s] AGENT: I said, sir, we stock in Ghaziabad, so it's an ex-Ghaziabad rate.   (मैंने कहा सर गाजियाबाद में स्टॉक करते हैं, तो ex-Ghaziabad का रेट है।)\n[24s] CUSTOMER: Okay Ghaziabad, no, for outside of Ghaziabad?   (अच्छा गाजियाबाद, नहीं गाजियाबाद से बाहर का?)\n[26s] AGENT: Uh no sir, in NCR we keep the material in Ghaziabad only.   (अह नहीं सर, NCR में तो गाजियाबाद में ही रखते हैं मटेरियल।)\n[28s] CUSTOMER: No, I am speaking from Bhiwani, from Haryana.   (नहीं, मैं तो भिवानी से बोल रहा हूं ना, हरियाणा से।)\n[30s] AGENT: Okay, do you want a delivered rate?   (अच्छा, आपको क्या delivered rate चाहिए?)\n[32s] CUSTOMER: Yes.   (हां जी।)\n[32s] AGENT: So sir, the freight to Bhiwani, how much... how far is it from Ghaziabad?   (तो सर भिवानी तक का भाड़ा कितना, कितना दूर है गाजियाबाद से?)\n[36s] AGENT: Hmm, it will be, sir, you can consider another ₹750, for coming there from Ghaziabad.   (हम्म, हो जाएगा सर, ₹750 आप और मान लो, गाजियाबाद से उधर आने के।)\n[39s] CUSTOMER: ₹450 per ton?   (₹450 टन का?)\n[41s] AGENT: Yes, per ton.   (हां, per ton.)\n[42s] CUSTOMER: Yes?   (हां जी?)\n[42s] AGENT: Yes, yes sir, per ton.   (हां जी हां जी सर, per ton.)\n[44s] CUSTOMER: ₹450 per ton.   (₹450 per ton का।)\n[45s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[46s] CUSTOMER: And in this, sir, in GP?   (और इसमें सर GP में?)\n[47s] AGENT: The rate for GP, sir, has now reached 80.   (GP का रेट तो सर अभी 80 पहुंच गया।)\n[49s] CUSTOMER: 80?\n[50s] AGENT: 80,250. Yes, yes.   (80,250. हां जी, हां जी।)\n[52s] CUSTOMER: Out of this, the MS, yes yes, what will be the thicknesses for the rate of 62 that you have given?   (इसमें से जो MS है, हां हां, इसमें थिकनेस कौन-कौन सी रहेगी जो आपने 62 का रेट दिया है?)\n[56s] AGENT: This one is from 2.5 mm to 12 mm.   (ये अपना है 2.5 mm से 12 mm तक।)\n[58s] CUSTOMER: From 2.5 to 12 mm?   (2.5 से 12 mm तक का?)\n[59s] AGENT: Yes, yes. Which ones do you need?   (हां जी, हां जी। आपको कौन से लगते हैं?)\n[61s] CUSTOMER: Uh, I need 2 mm, 1.5, 2 mm, and then after that, I need all of them.   (अह 2 mm का भी लगता है, 1.5 का, 2 mm का, फिर उससे आगे तो सारा ही लगता है।)\n[65s] AGENT: Okay, what do you make, sir?   (अच्छा, क्या बनाते क्या हो आप सर?)\n[67s] CUSTOMER: My work is related to this, sir, you know those laser cutting doors that are made? Yes, that's the work.   (मेरा इसका है सर, जो ये लेजर कटिंग के डोर वगेरा नहीं बनते? हां जी, इसका काम है।)\n[71s] AGENT: Okay okay okay.   (अच्छा अच्छा अच्छा।)\n[72s] AGENT: Okay, so uh, how much volume do you require in a month? How many tons do you take?   (अच्छे, तो अह कितना महीने में लग जाता है आपको वॉल्यूम? कितना टन ले लेते हो आप?)\n[75s] CUSTOMER: In a month, I require, sir, approximately around two to three tons of material is required.   (महीने में मेरा लग जाता है सर, तकरीबन दो से तीन टन के आसपास माल लग जाता है।)\n[79s] AGENT: Yes, okay. No but sir, from Ghaziabad, two-three tons will be too little. If you take a minimum of five tons, then I can get it for you.   (हां, अच्छा। नहीं बट सर अभी गाजियाबाद से तो दो-तीन टन तो कम हो जाएगा ना। मिनिमम पांच टन लो तो तो मैं दिला सकता हूं।)\n[82s] CUSTOMER: Yes?   (हां जी?)\n[83s] AGENT: I said sir, our minimum MOQ is five tons. We cannot serve below that.   (मैंने कहा सर मिनिमम पांच टन MOQ है हमारा। उससे नीचे सर्व नहीं कर सकते।)\n[85s] CUSTOMER: In five tons, this material that will be there, will it all be prime material?   (पांच टन में, ये जो होगा ये प्राइम का माल होगा सारा?)\n[88s] AGENT: Yes yes yes. It will be JSW material, prime. But you will have to buy five tons.   (हां हां हां। JSW का माल होगा, प्राइम का। लेकिन पांच टन खरीदना पड़ेगा।)\n[91s] CUSTOMER: No, I will take five tons, but for five tons I will take a mix-up of sizes. From 1.5...   (नहीं, पांच टन तो ले लेंगे, लेकिन पांच टन फिर मैं मिक्स अप साइज लूंगा। 1.5 से लेके)\n[94s] AGENT: We can arrange for different sizes.   (साइज में अपन करा सकते हैं।)\n[95s] CUSTOMER: ...up to 12 mm.   (12 mm तक।)\n[97s] AGENT: Okay.   (अच्छा।)\n[98s] CUSTOMER: Not 12, mostly I will go up to a last of 6 mm, up to 6 mm. Last. I need material from 1.5 to 6 mm.   (12 तो नहीं, मोस्टली मैं जाऊंगा लास्ट 6 mm, 6 mm तक। लास्ट। 1.5 से 6 mm तक का माल चाहिए।)\n[103s] AGENT: Put in the requirement, then I'll check the standard, I said sir if it's in a standard cut, I can get you less than five tons. You put in the size once, then I'll tell you.   (रिक्वायरमेंट डालो, तो मैं देख लेता हूं स्टैंडर्ड, मैंने कहा सर अगर स्टैंडर्ड कट में होगा तो पांच टन से कम दिला सकता हूं। आप एक बारी साइज डालो, फिर मैं बताता हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 56,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise on the agent's side, which sometimes makes their speech a little hard to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "56 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must own the next step. Instead of saying 'send me the requirement and I'll check', commit to a specific action like 'Please WhatsApp me your sizes, and I will send you a firm quote within one hour.'",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": "critical",
  "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 contacted a manufacturer of laser-cut doors in Bhiwani. The customer expressed interest in HR coil and shared a monthly requirement of 2-3 tons. The agent identified that this was below the standard 5-ton MOQ but suggested a possible workaround for standard sizes. The call ended with the agent asking the customer to send his specific requirements for checking, without a firm commitment on a quote or callback.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I'm calling from JSW One. Will you have any requirement for steel now?\", \"comment\": \"The agent did not greet the customer by name and immediately asked about requirements instead of asking if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I'm calling from JSW One. Will you have any requirement for steel now?\", \"comment\": \"The agent did not lead with a price or availability hook to generate interest; he went straight to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"what do you make, sir?... how much volume do you require in a month? How many tons do you take?\", \"comment\": \"Agent successfully asked what the customer makes (Q1), the end application (Q2, implied by Q1), and the monthly tonnage (Q3), but did not ask about current suppliers, JSW share, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not proactively pitch any USPs. The mention of 'JSW material, prime' was a direct answer to a customer question, not a pitched benefit.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Which ones do you need?... I need material from 1.5 to 6 mm... two to three tons... I am speaking from Bhiwani, from Haryana.\", \"comment\": \"The agent confirmed a current need and captured the key qualifying details: material type (HR), thickness range, quantity, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You put in the requirement, then I'll check the standard... You put in the size once, then I'll tell you.\", \"comment\": \"The call ended without a committed next step; the agent placed the onus on the customer to send details without defining what would happen next.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must own the next step. Instead of saying 'send me the requirement and I'll check', commit to a specific action like 'Please WhatsApp me your sizes, and I will send you a firm quote within one hour.'\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": \"critical\", \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturer of laser-cut doors in Bhiwani. The customer expressed interest in HR coil and shared a monthly requirement of 2-3 tons. The agent identified that this was below the standard 5-ton MOQ but suggested a possible workaround for standard sizes. The call ended with the agent asking the customer to send his specific requirements for checking, without a firm commitment on a quote or callback.\"}",
  "error": null,
  "latency_ms": 41035,
  "input_tokens": 4522,
  "output_tokens": 912,
  "created_at": "2026-09-25 11:03:13",
  "sentiment": "neutral",
  "sentiment_score": 0.138,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 2,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.544,
  "agent_talk_sec": 46.6,
  "customer_talk_sec": 39.0,
  "dead_air_sec": 181.4,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 351.5,
  "interruptions": 0,
  "agent_turns": 29,
  "customer_turns": 27,
  "discovery_qs": 8,
  "words_agent": 273,
  "words_customer": 200,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910929522",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.48,
      "end_s": 1.08,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178910929522",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.73,
      "end_s": 2.13,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178910929522",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.38,
      "end_s": 2.78,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178910929522",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 4.2,
      "text_en": "Please remove the handsfree.",
      "text_native": "प्लीज हैंड्सफ्री हटा दीजिए।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.98,
      "end_s": 5.38,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.4,
      "end_s": 7.5,
      "text_en": "Sir, I'm calling from JSW One. Will you have any requirement for steel now?",
      "text_native": "सर JSW One से बात कर रहा हूं। अभी कुछ स्टील का रिक्वायरमेंट आएगा आपका?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 9.4,
      "text_en": "Yes, what is the current rate?",
      "text_native": "हां जी, क्या रेट चल रहा है?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 10.3,
      "text_en": "For HR, sir?",
      "text_native": "HR का सर?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 11.3,
      "text_en": "Yes, for HR.",
      "text_native": "हां जी, HR का।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 12.1,
      "text_en": "Sir, 62.",
      "text_native": "सर 62."
    },
    {
      "ucid": "21112178910929522",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 13.7,
      "text_en": "62 plus GST?",
      "text_native": "62 plus GST?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 11,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 14.5,
      "text_en": "Yes, plus GST.",
      "text_native": "हां, plus GST."
    },
    {
      "ucid": "21112178910929522",
      "idx": 12,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 15.6,
      "text_en": "Plus cartage as well?",
      "text_native": "प्लस कार्टेज भी?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 13,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 16.9,
      "text_en": "No no, it's with cutting.",
      "text_native": "नहीं नहीं, कटिंग के साथ ही है।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 14,
      "speaker": "customer",
      "start_s": 17.4,
      "end_s": 17.7,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 15,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 20.0,
      "text_en": "But this is, sir, in Ghaziabad, my ex-Ghaziabad.",
      "text_native": "लेकिन ये है सर गाजियाबाद में मेरा ex-Ghaziabad."
    },
    {
      "ucid": "21112178910929522",
      "idx": 16,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 20.7,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 17,
      "speaker": "agent",
      "start_s": 20.9,
      "end_s": 23.1,
      "text_en": "I said, sir, we stock in Ghaziabad, so it's an ex-Ghaziabad rate.",
      "text_native": "मैंने कहा सर गाजियाबाद में स्टॉक करते हैं, तो ex-Ghaziabad का रेट है।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 18,
      "speaker": "customer",
      "start_s": 23.6,
      "end_s": 25.1,
      "text_en": "Okay Ghaziabad, no, for outside of Ghaziabad?",
      "text_native": "अच्छा गाजियाबाद, नहीं गाजियाबाद से बाहर का?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 19,
      "speaker": "agent",
      "start_s": 25.5,
      "end_s": 27.5,
      "text_en": "Uh no sir, in NCR we keep the material in Ghaziabad only.",
      "text_native": "अह नहीं सर, NCR में तो गाजियाबाद में ही रखते हैं मटेरियल।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 20,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 30.1,
      "text_en": "No, I am speaking from Bhiwani, from Haryana.",
      "text_native": "नहीं, मैं तो भिवानी से बोल रहा हूं ना, हरियाणा से।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 21,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 31.3,
      "text_en": "Okay, do you want a delivered rate?",
      "text_native": "अच्छा, आपको क्या delivered rate चाहिए?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 22,
      "speaker": "customer",
      "start_s": 31.7,
      "end_s": 32.1,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 23,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 35.0,
      "text_en": "So sir, the freight to Bhiwani, how much... how far is it from Ghaziabad?",
      "text_native": "तो सर भिवानी तक का भाड़ा कितना, कितना दूर है गाजियाबाद से?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 24,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 38.5,
      "text_en": "Hmm, it will be, sir, you can consider another ₹750, for coming there from Ghaziabad.",
      "text_native": "हम्म, हो जाएगा सर, ₹750 आप और मान लो, गाजियाबाद से उधर आने के।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 25,
      "speaker": "customer",
      "start_s": 39.2,
      "end_s": 40.2,
      "text_en": "₹450 per ton?",
      "text_native": "₹450 टन का?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 26,
      "speaker": "agent",
      "start_s": 40.7,
      "end_s": 41.3,
      "text_en": "Yes, per ton.",
      "text_native": "हां, per ton."
    },
    {
      "ucid": "21112178910929522",
      "idx": 27,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 42.2,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 28,
      "speaker": "agent",
      "start_s": 42.3,
      "end_s": 43.2,
      "text_en": "Yes, yes sir, per ton.",
      "text_native": "हां जी हां जी सर, per ton."
    },
    {
      "ucid": "21112178910929522",
      "idx": 29,
      "speaker": "customer",
      "start_s": 43.6,
      "end_s": 44.6,
      "text_en": "₹450 per ton.",
      "text_native": "₹450 per ton का।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 30,
      "speaker": "agent",
      "start_s": 44.9,
      "end_s": 45.6,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 31,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 47.1,
      "text_en": "And in this, sir, in GP?",
      "text_native": "और इसमें सर GP में?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 32,
      "speaker": "agent",
      "start_s": 47.4,
      "end_s": 48.9,
      "text_en": "The rate for GP, sir, has now reached 80.",
      "text_native": "GP का रेट तो सर अभी 80 पहुंच गया।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 33,
      "speaker": "customer",
      "start_s": 49.3,
      "end_s": 49.6,
      "text_en": "80?",
      "text_native": "80?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 34,
      "speaker": "agent",
      "start_s": 49.7,
      "end_s": 51.0,
      "text_en": "80,250. Yes, yes.",
      "text_native": "80,250. हां जी, हां जी।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 35,
      "speaker": "customer",
      "start_s": 52.0,
      "end_s": 55.3,
      "text_en": "Out of this, the MS, yes yes, what will be the thicknesses for the rate of 62 that you have given?",
      "text_native": "इसमें से जो MS है, हां हां, इसमें थिकनेस कौन-कौन सी रहेगी जो आपने 62 का रेट दिया है?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 36,
      "speaker": "agent",
      "start_s": 55.6,
      "end_s": 57.5,
      "text_en": "This one is from 2.5 mm to 12 mm.",
      "text_native": "ये अपना है 2.5 mm से 12 mm तक।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 37,
      "speaker": "customer",
      "start_s": 58.1,
      "end_s": 59.3,
      "text_en": "From 2.5 to 12 mm?",
      "text_native": "2.5 से 12 mm तक का?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 38,
      "speaker": "agent",
      "start_s": 59.4,
      "end_s": 60.7,
      "text_en": "Yes, yes. Which ones do you need?",
      "text_native": "हां जी, हां जी। आपको कौन से लगते हैं?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 39,
      "speaker": "customer",
      "start_s": 61.4,
      "end_s": 64.8,
      "text_en": "Uh, I need 2 mm, 1.5, 2 mm, and then after that, I need all of them.",
      "text_native": "अह 2 mm का भी लगता है, 1.5 का, 2 mm का, फिर उससे आगे तो सारा ही लगता है।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 40,
      "speaker": "agent",
      "start_s": 65.1,
      "end_s": 66.2,
      "text_en": "Okay, what do you make, sir?",
      "text_native": "अच्छा, क्या बनाते क्या हो आप सर?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 41,
      "speaker": "customer",
      "start_s": 67.2,
      "end_s": 70.9,
      "text_en": "My work is related to this, sir, you know those laser cutting doors that are made? Yes, that's the work.",
      "text_native": "मेरा इसका है सर, जो ये लेजर कटिंग के डोर वगेरा नहीं बनते? हां जी, इसका काम है।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 42,
      "speaker": "agent",
      "start_s": 70.9,
      "end_s": 71.2,
      "text_en": "Okay okay okay.",
      "text_native": "अच्छा अच्छा अच्छा।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 43,
      "speaker": "agent",
      "start_s": 71.6,
      "end_s": 74.4,
      "text_en": "Okay, so uh, how much volume do you require in a month? How many tons do you take?",
      "text_native": "अच्छे, तो अह कितना महीने में लग जाता है आपको वॉल्यूम? कितना टन ले लेते हो आप?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 44,
      "speaker": "customer",
      "start_s": 74.8,
      "end_s": 78.1,
      "text_en": "In a month, I require, sir, approximately around two to three tons of material is required.",
      "text_native": "महीने में मेरा लग जाता है सर, तकरीबन दो से तीन टन के आसपास माल लग जाता है।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 45,
      "speaker": "agent",
      "start_s": 78.6,
      "end_s": 81.8,
      "text_en": "Yes, okay. No but sir, from Ghaziabad, two-three tons will be too little. If you take a minimum of five tons, then I can get it for you.",
      "text_native": "हां, अच्छा। नहीं बट सर अभी गाजियाबाद से तो दो-तीन टन तो कम हो जाएगा ना। मिनिमम पांच टन लो तो तो मैं दिला सकता हूं।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 46,
      "speaker": "customer",
      "start_s": 82.1,
      "end_s": 82.5,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 47,
      "speaker": "agent",
      "start_s": 82.7,
      "end_s": 85.3,
      "text_en": "I said sir, our minimum MOQ is five tons. We cannot serve below that.",
      "text_native": "मैंने कहा सर मिनिमम पांच टन MOQ है हमारा। उससे नीचे सर्व नहीं कर सकते।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 48,
      "speaker": "customer",
      "start_s": 85.3,
      "end_s": 87.5,
      "text_en": "In five tons, this material that will be there, will it all be prime material?",
      "text_native": "पांच टन में, ये जो होगा ये प्राइम का माल होगा सारा?"
    },
    {
      "ucid": "21112178910929522",
      "idx": 49,
      "speaker": "agent",
      "start_s": 87.8,
      "end_s": 90.8,
      "text_en": "Yes yes yes. It will be JSW material, prime. But you will have to buy five tons.",
      "text_native": "हां हां हां। JSW का माल होगा, प्राइम का। लेकिन पांच टन खरीदना पड़ेगा।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 50,
      "speaker": "customer",
      "start_s": 91.3,
      "end_s": 94.4,
      "text_en": "No, I will take five tons, but for five tons I will take a mix-up of sizes. From 1.5...",
      "text_native": "नहीं, पांच टन तो ले लेंगे, लेकिन पांच टन फिर मैं मिक्स अप साइज लूंगा। 1.5 से लेके"
    },
    {
      "ucid": "21112178910929522",
      "idx": 51,
      "speaker": "agent",
      "start_s": 94.4,
      "end_s": 95.3,
      "text_en": "We can arrange for different sizes.",
      "text_native": "साइज में अपन करा सकते हैं।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 52,
      "speaker": "customer",
      "start_s": 95.3,
      "end_s": 96.1,
      "text_en": "...up to 12 mm.",
      "text_native": "12 mm तक।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 53,
      "speaker": "agent",
      "start_s": 96.6,
      "end_s": 96.9,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 54,
      "speaker": "customer",
      "start_s": 97.9,
      "end_s": 102.8,
      "text_en": "Not 12, mostly I will go up to a last of 6 mm, up to 6 mm. Last. I need material from 1.5 to 6 mm.",
      "text_native": "12 तो नहीं, मोस्टली मैं जाऊंगा लास्ट 6 mm, 6 mm तक। लास्ट। 1.5 से 6 mm तक का माल चाहिए।"
    },
    {
      "ucid": "21112178910929522",
      "idx": 55,
      "speaker": "agent",
      "start_s": 102.8,
      "end_s": 107.8,
      "text_en": "Put in the requirement, then I'll check the standard, I said sir if it's in a standard cut, I can get you less than five tons. You put in the size once, then I'll tell you.",
      "text_native": "रिक्वायरमेंट डालो, तो मैं देख लेता हूं स्टैंडर्ड, मैंने कहा सर अगर स्टैंडर्ड कट में होगा तो पांच टन से कम दिला सकता हूं। आप एक बारी साइज डालो, फिर मैं बताता हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178910929522",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I'm calling from JSW One. Will you have any requirement for steel now?",
      "comment": "The agent did not greet the customer by name and immediately asked about requirements instead of asking if it was a good time to talk."
    },
    {
      "ucid": "21112178910929522",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I'm calling from JSW One. Will you have any requirement for steel now?",
      "comment": "The agent did not lead with a price or availability hook to generate interest; he went straight to asking for requirements."
    },
    {
      "ucid": "21112178910929522",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "what do you make, sir?... how much volume do you require in a month? How many tons do you take?",
      "comment": "Agent successfully asked what the customer makes (Q1), the end application (Q2, implied by Q1), and the monthly tonnage (Q3), but did not ask about current suppliers, JSW share, or payment terms."
    },
    {
      "ucid": "21112178910929522",
      "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 proactively pitch any USPs. The mention of 'JSW material, prime' was a direct answer to a customer question, not a pitched benefit."
    },
    {
      "ucid": "21112178910929522",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Which ones do you need?... I need material from 1.5 to 6 mm... two to three tons... I am speaking from Bhiwani, from Haryana.",
      "comment": "The agent confirmed a current need and captured the key qualifying details: material type (HR), thickness range, quantity, and location."
    },
    {
      "ucid": "21112178910929522",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "You put in the requirement, then I'll check the standard... You put in the size once, then I'll tell you.",
      "comment": "The call ended without a committed next step; the agent placed the onus on the customer to send details without defining what would happen next."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}