{
  "ucid": "21112178912357071",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:16:10",
  "end_time": "2026-09-11 16:21:56",
  "duration_sec": 346,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7de1cfebb2e9dfece0ac968f97bc73b1.mp3",
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  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912357071__DIA7de1cfebb2e9dfece0ac968f97bc73b1.mp3",
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  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 325.44,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
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  "english_text": "[5s] AGENT: Hello Shiv Enterprises?\n[7s] CUSTOMER: Yes, brother.   (जी भैया।)\n[7s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW, JSW One.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से, JSW One.)\n[11s] AGENT: Sir, you had just created an opportunity on the platform for CR. So the call was regarding that. Is this your requirement right now, urgently?   (सर अभी आपने ना platform पे एक opportunity बनाई थी CR की। तो उसी के regarding call था। यही आपका requirement है क्या सर अभी urgent में?)\n[15s] CUSTOMER: Yes, brother.   (जी भैया।)\n[16s] AGENT: Meaning, do you want this but in a specific make? I mean, you have written AMNS and Tata, so do you want only that or will JSW do?   (मतलब ये आपको but कोई make में चाहिए क्या? मतलब आपने AMNS और Tata लिखा है तो आपको यही चाहिए कि JSW चलेगा?)\n[21s] CUSTOMER: What, sir?   (क्या सर?)\n[22s] AGENT: Do you want it in a specific make like AMNS or Tata, or do you want to take JSW? Because you wrote AMNS here, that's why I'm asking.   (आपको कोई specific make में चाहिए जैसे AMNS या Tata या फिर आप JSW लेना चाहते हैं? क्योंकि यहां पे आपने AMNS लिखा ना इसलिए मैं पूछ रहा।)\n[26s] CUSTOMER: So do you also keep Tata's?   (तो Tata का भी रखते हैं क्या आप लोग?)\n[28s] AGENT: Sir, that, yes, we can get it done if it is available.   (सर वो वो तो हां करवा देते हैं हम अगर available रहा तो।)\n[31s] AGENT: We have to check the availability for that.   (उसमें check करना पड़ता है availability.)\n[32s] CUSTOMER: Yes, yes, so between the two, whichever is cheaper, brother.   (जी जी, तो दोनों का जैसे जो सस्ता पड़ जाएगा भैया।)\n[35s] AGENT: It will be cheaper, right. I'll check. If I have it, it's usually available in CR, so this   (सस्ता पड़ जाएगा ना। मैं देख लेता हूं। अगर मेरे पास रहेगा शायद CR में तो रहता ही है available तो ये)\n[38s] CUSTOMER: No, Tata, Tata is probably cheaper by around thirty, fifty paise, perhaps.   (नहीं, Tata, Tata शायद एक तीस, पचास पैसे के करीब सस्ता रहता है शायद।)\n[42s] AGENT: Where do you want this material?   (ये आपको material कहां चाहिए?)\n[44s] CUSTOMER: What, sir?   (क्या सर?)\n[44s] AGENT: Where do you want the material delivered?   (Material कहां चाहिए delivery?)\n[46s] CUSTOMER: Jalalpur, Ambedkar Nagar sir, UP.   (जलालपुर, अंबेडकर नगर सर, UP.)\n[48s] AGENT: UP, right? Okay, I'll check, sir. It will mostly be in my stockyard.   (UP ना? ठीक है मैं check कर लेता हूं सर। ये मेरे पास stockyard में रहेगा mostly.)\n[51s] CUSTOMER: So sir, will this be in a packet or in a cut, will it be a roll cut?   (तो क्या सर ये packet में रहेगा या cut में रहेगा, roll वाला cut रहेगा?)\n[54s] AGENT: Sir, see, we mostly have it in coil form, so I will only be able to get you a coil cut.   (सर देखिए हमारे पास तो coil form में रहता है mostly, तो मुझे coil cut में ही दिलवा पाऊंगा मैं आपको।)\n[58s] CUSTOMER: Okay, so you can only get it in a roll cut, right?   (अच्छा, roll वाला ही cut में आप दिला पाएंगे ना?)\n[60s] AGENT: Yes, yes.   (हां हां।)\n[61s] CUSTOMER: So you don't have the packet one available?   (तो packet वाला नहीं रहता क्या आप सब के पास available?)\n[63s] AGENT: Sir, see how it is, that is a plant order. Now customers don't ask for it, so we don't do it. If a particular customer says that they want it in a packet, then they have to place an order of at least fifty-sixty tons from the plant.   (सर देखिए वो कैसा होता है, वो तो plant order ही रहता है। अब वो customer मांगते नहीं है तो हम करते नहीं। अगर कोई particular customer बोलता है कि मुझे packet में चाहिए, तो उसको कम से कम वही वो पचास साठ ton का order लगवाना पड़ता है plant से।)\n[70s] CUSTOMER: Okay, okay.   (अच्छा अच्छा।)\n[71s] AGENT: And how that packet order is, today, how it has become now, JSW, our mill's capacity is eighty thousand tons.   (और वो packet order कैसा रहता है, वो आज, अभी कैसा हो गया है, JSW हम लोग का mills का मतलब अस्सी हजार ton का capacity है।)\n[75s] CUSTOMER: Of how much?   (कितने का?)\n[76s] AGENT: We can do eighty thousand tons, right.   (अस्सी हजार ton कर सकते हैं ना।)\n[77s] CUSTOMER: Yes, yes.   (जी जी।)\n[78s] AGENT: Already, booking for over one lakh tons has been done. The plant won't even take orders now.   (Already एक लाख ton के ऊपर booking हो चुका है। अभी plant order भी नहीं लेगा।)\n[81s] CUSTOMER: Okay, okay.   (अच्छा अच्छा।)\n[82s] AGENT: So that is the problem.   (तो problem वो ही है।)\n[84s] CUSTOMER: So what will the roll one cost?   (तो ये roll वाले का क्या पड़ेगा?)\n[85s] AGENT: I will check and tell you the cost for the roll one, sir. I will give you the delivered rate.   (Roll वाले का मैं check करके बता देता हूं सर। मैं आपको delivered आपको दे दूंगा rate.)\n[88s] CUSTOMER: Okay, okay. Tell me, tell me the delivered rate.   (ठीक ठीक। बताइए, delivered का rate बता दीजिए।)\n[90s] AGENT: Okay, absolutely. Sir, can you tell me a little about your business? Are you in trading or manufacturing?   (ठीक है बिल्कुल। सर, थोड़ा अपना business के बारे में बता सकते हैं? आप trading में कि manufacturing में?)\n[94s] CUSTOMER: It's manufacturing, sir, of almirahs.   (Manufacturing है सर, almirah की।)\n[96s] AGENT: Of almirahs. Okay. So generally, where do you source from?   (Almirah की। Okay. तो generally आप एक, कौन सा कहां से लेते हैं?)\n[99s] CUSTOMER: Sir, we used to get it from, what do you call it, it used to come from Banaras, it used to come from Gorakhpur.   (सर हम तो लेते थे ये क्या कहते हैं, बनारस से आता था, गोरखपुर से आता था।)\n[102s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[105s] AGENT: So sir, do you have to close this order today itself?   (तो ये सर आज ही close करना है क्या आपको order?)\n[107s] CUSTOMER: Sir, if I know the rate, I will decide further, right?   (सर rate पता होगा तो मैं आगे decide कर लूंगा ना।)\n[108s] AGENT: So like, yes, it won't happen.   (तो जैसे हां नहीं हो जाएगा।)\n[109s] CUSTOMER: So like, like sir, it's not a matter of two-four thousand that a person would say okay immediately.   (तो जैसे, जैसे सर अब दो चार हजार की बात तो है नहीं कि आदमी हां तुरंत okay कर दिया।)\n[112s] AGENT: No no, that's right. I was just asking if you need it urgently or   (नहीं नहीं, बराबर है। मैं तो पूछा कि आपको अभी urgent में चाहिए कि)\n[115s] CUSTOMER: No, in a day or two, it will be clear in a day or two. That's why I said, first let the rate be clear, then I'll see and then   (नहीं, एक दो दिन, एक दो दिन में clear हो जाएगा। तभी मैं कहा पहले clear हो जाए rate तो मैं अपना देख के फिर)\n[118s] AGENT: Yes, no, that's right. I'll tell you now. The problem is, the rate is increasing every day. It increased by one rupee yesterday, and it has increased by one rupee today as well.   (हां नहीं बराबर है। अभी आपको मैं बता देता हूं। Problem क्या है, हर दिन rate बढ़ रहा है। कल ही एक रुपया बढ़ गया, आज भी एक रुपया बढ़ गया है।)\n[123s] CUSTOMER: Yes, yes.   (जी जी।)\n[123s] AGENT: Every day, one by one, meaning if not a hundred rupees then five hundred, I'm saying a thousand rupees, if not a thousand rupees then five hundred rupees keeps increasing.   (हर दिन एक एक मतलब सौ रुपया नहीं तो पांच सौ, हजार रुपया बोल रहा हूं, हजार रुपया नहीं तो पांच सौ रुपया बढ़े जा रहा है।)\n[127s] CUSTOMER: Yes, yes, yes.   (जी जी जी।)\n[128s] AGENT: That's why I was asking if you want to close it today. Otherwise, if you say okay, but then if the rate increases by then, I can't help you with that.   (इसलिए मैं पूछ रहा था कि आज ही close करना है। नहीं तो अगर आप बोलेंगे ठीक है, पर फिर तब तक rate बढ़ गया तो मैं आपको कुछ help भी नहीं कर सकता उसमें।)\n[132s] CUSTOMER: No no, you are right. You send the price, I will call you back in a little while and let you know if I find it suitable.   (नहीं नहीं, आपकी बात सही है। आप price send करिए, मैं अभी थोड़ी देर में आपको call back करके बता देता हूं अगर हमको समझ में आएगा।)\n[136s] AGENT: Okay, I'll check first if it's available. First, I'll check. I'll also tell you which make it is available in. And whatever the quote is, I will give you the quotation.   (ठीक है मैं check कर लेता हूं पहले, available है क्या। पहले मैं check कर लेता हूं। कौनसे make में available है वो भी मैं बता दूंगा आपको। और जो quote रहेगा वो मैं दे दूंगा आपको quotation.)\n[142s] CUSTOMER: Yes, yes, yes.   (जी जी जी।)\n[143s] AGENT: Okay, sir.   (ठीक है सर जी।)\n[144s] CUSTOMER: So sir, this roll's, this roll cut, it won't be damaged, right? It won't be broken from the middle or anything?   (तो सर ये जो roll का, ये roll वाला cut रहेगा, ये damage तो नहीं रहेगा ना? बीच से टूटा-ऊटा वाला तो नहीं रहेगा?)\n[147s] AGENT: No no no no, oh no. Even if it is, understand, even if it is, you can file a complaint, there's nothing like that.   (नहीं नहीं नहीं नहीं, अरे नहीं। अगर रहा भी ना, समझ लीजिए, रहा भी तो आप complaint file कर सकते हैं, ऐसा कुछ नहीं है।)\n[150s] CUSTOMER: No, what happens is, brother, like sometimes, see, while cutting, it breaks. So the problem with it breaking is that it can't be fitted in our almirah, it's totally visible.   (नहीं, मैं इसलिए क्या होता है ना भैया, जैसे कभी-कभी, देखिए, cut करते time अलग, टूट जाता है। तो टूटने पे दिक्कत क्या आती है ना कि हम लोग के अलमारी में फिर वो लग नहीं पाता, दिखता है total.)\n[157s] AGENT: No no, that's right, sir. And see how it is, it's JSW's material. And you are talking directly to the JSW company. We are sitting here. You can ever, I will, I will even give you my number right now. If you have any escalation, tell me directly. Sometimes complaints do come, that yes this... so we do escalate it. We also resolve it for them.   (नहीं नहीं, बराबर है सर। और देखिए कैसा है, JSW का माल है। और आप JSW के company से direct बात कर रहे हैं। हम हैं यहां पे बैठे। आप कभी हमें, हम तो आपको, मैं अभी आपको number भी दे दूंगा अपना। आपको कोई भी escalation होगा, मुझे direct बोलिए। आते हैं कभी-कभी complaint, कि हां ये, तो हम escalate तो करते हैं। हम resolve भी करके देते हैं उनको।)\n[167s] CUSTOMER: Yes, yes. My uncle is also in JSW, he is an engineer.   (जी जी। JSW में भी हमारे चाचा हैं, वो engineer हैं।)\n[170s] AGENT: That's it, great.   (बस, बढ़िया।)\n[171s] CUSTOMER: In the Karnataka branch, the one in Karnataka, Bellary. Oh, Karnataka here.   (Karnataka वाले branch में, जो Karnatak, Bellary में है। ओ, Karnataka यहां।)\n[174s] AGENT: As for me, I am here, I am Pandey myself. I have come from Tata now.   (मैं तो, मैं यहां, मैं खुद पांडे। मैं तो Tata से आके अब गया हूं।)\n[178s] CUSTOMER: Yes. So your, sir, where is this office?   (जी। तो आपका ये सर, ये कहां पर है office?)\n[180s] AGENT: Mine is in Mumbai for now, sir. I, we do pan-India, it's not like that, we can do it from anywhere.   (मेरा तो अभी सर Mumbai में है फिलहाल। मैं हम लोग का pan-India करते हैं, ऐसा कोई ये नहीं है कि, कहीं से भी कर सकते हैं हम।)\n[183s] CUSTOMER: Yes, yes. So okay sir, you tell me that rate.   (जी जी। तो ठीक है सर, वही rate हमको बताइए आप।)\n[185s] AGENT: Absolutely, I will tell you. And let's see how we can do it. You have these three thicknesses, right? Point four, point five, and point four.   (बिल्कुल, मैं बता दूंगा आपको। और देखते हैं कैसे कर सकते हैं। ये तीन thickness है ना आपको? point four, point five, और point four.)\n[189s] CUSTOMER: Yes, yes.   (जी जी।)\n[190s] AGENT: Okay sir, I'll get it done.   (ठीक है सर जी, करवाता हूं।)\n[191s] CUSTOMER: Okay.   (ठीक।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 71,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
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  "band": "green",
  "band_reason": "71 turns, clean transcript (0% inaudible)",
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  "model": "gemini-2.5-pro",
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  "pitch_type_detected": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 7.5,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "You did a good job handling the customer's questions on price and quality. To better qualify the opportunity next time, make sure to ask for their total monthly consumption in tons.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
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  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer asked for material in 'packet' form, but agent stated only 'coil cut' is available from the stockyard as packets require a large plant order (50-60 MT).",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, an almirah manufacturer from UP, inquired about CR coil after placing a requirement on the platform. The agent validated most details and discovered the end-use. The customer expressed price sensitivity and a preference for material in 'packet' form, which the agent explained was only available for large plant orders, offering 'coil cut' instead. The call ended with the agent committing to check availability and send a delivered price quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[11s] AGENT: Sir, you had just created an opportunity on the platform for CR. So the call was regarding that.\", \"comment\": \"The agent correctly opened by referencing the customer's action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"[44s] AGENT: Where do you want the material delivered?\", \"comment\": \"Agent confirmed product (CR), make preference, thickness, location, and timeline, but missed revalidating the required quantity (MT).\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"[90s] AGENT: Sir, can you tell me a little about your business? Are you in trading or manufacturing?\", \"comment\": \"Agent successfully asked about the end application (manufacturing almirahs) and current sourcing, but missed asking about monthly tonnage, JSW share, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[85s] AGENT: I will check and tell you the cost for the roll one, sir. I will give you the delivered rate.\", \"comment\": \"As stock and price were not immediately known, the agent correctly committed to checking and reverting with a delivered price quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[157s] AGENT: And see how it is, it's JSW's material. And you are talking directly to the JSW company.\", \"comment\": \"The agent did not re-pitch the portfolio and only reinforced the JSW brand and direct support in response to a specific customer concern about quality.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You did a good job handling the customer's questions on price and quality. To better qualify the opportunity next time, make sure to ask for their total monthly consumption in tons.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer asked for material in 'packet' form, but agent stated only 'coil cut' is available from the stockyard as packets require a large plant order (50-60 MT).\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"[32s] CUSTOMER: Yes, yes, so between the two, whichever is cheaper, brother.\", \"response\": \"[85s] AGENT: I will check and tell you the cost for the roll one, sir. I will give you the delivered rate.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"[132s] CUSTOMER: You send the price, I will call you back in a little while and let you know if I find it suitable.\", \"response\": \"[118s] AGENT: The problem is, the rate is increasing every day. It increased by one rupee yesterday, and it has increased by one rupee today as well.\"}], \"call_summary\": \"The customer, an almirah manufacturer from UP, inquired about CR coil after placing a requirement on the platform. The agent validated most details and discovered the end-use. The customer expressed price sensitivity and a preference for material in 'packet' form, which the agent explained was only available for large plant orders, offering 'coil cut' instead. The call ended with the agent committing to check availability and send a delivered price quote.\"}",
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  "latency_ms": 40386,
  "input_tokens": 5996,
  "output_tokens": 1055,
  "created_at": "2026-09-25 10:56:59",
  "sentiment": "positive",
  "sentiment_score": 0.214,
  "sentiment_confidence": "high",
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  "neg": 11,
  "lex_hits": 29,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.64,
  "agent_talk_sec": 105.4,
  "customer_talk_sec": 59.3,
  "dead_air_sec": 181.3,
  "longest_monologue_sec": 10.6,
  "agent_wpm": 370.6,
  "interruptions": 0,
  "agent_turns": 37,
  "customer_turns": 34,
  "discovery_qs": 13,
  "words_agent": 651,
  "words_customer": 324,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912357071",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.28,
      "end_s": 6.4,
      "text_en": "Hello Shiv Enterprises?",
      "text_native": "Hello Shiv Enterprises?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.7,
      "end_s": 7.23,
      "text_en": "Yes, brother.",
      "text_native": "जी भैया।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.48,
      "end_s": 10.2,
      "text_en": "Sir, hello, I am Aditya Pandey calling from JSW, JSW One.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से, JSW One."
    },
    {
      "ucid": "21112178912357071",
      "idx": 3,
      "speaker": "agent",
      "start_s": 10.7,
      "end_s": 15.1,
      "text_en": "Sir, you had just created an opportunity on the platform for CR. So the call was regarding that. Is this your requirement right now, urgently?",
      "text_native": "सर अभी आपने ना platform पे एक opportunity बनाई थी CR की। तो उसी के regarding call था। यही आपका requirement है क्या सर अभी urgent में?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 4,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 15.8,
      "text_en": "Yes, brother.",
      "text_native": "जी भैया।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 5,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 20.6,
      "text_en": "Meaning, do you want this but in a specific make? I mean, you have written AMNS and Tata, so do you want only that or will JSW do?",
      "text_native": "मतलब ये आपको but कोई make में चाहिए क्या? मतलब आपने AMNS और Tata लिखा है तो आपको यही चाहिए कि JSW चलेगा?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 6,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 21.3,
      "text_en": "What, sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 7,
      "speaker": "agent",
      "start_s": 21.7,
      "end_s": 25.9,
      "text_en": "Do you want it in a specific make like AMNS or Tata, or do you want to take JSW? Because you wrote AMNS here, that's why I'm asking.",
      "text_native": "आपको कोई specific make में चाहिए जैसे AMNS या Tata या फिर आप JSW लेना चाहते हैं? क्योंकि यहां पे आपने AMNS लिखा ना इसलिए मैं पूछ रहा।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 8,
      "speaker": "customer",
      "start_s": 26.4,
      "end_s": 28.0,
      "text_en": "So do you also keep Tata's?",
      "text_native": "तो Tata का भी रखते हैं क्या आप लोग?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 9,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 30.4,
      "text_en": "Sir, that, yes, we can get it done if it is available.",
      "text_native": "सर वो वो तो हां करवा देते हैं हम अगर available रहा तो।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 10,
      "speaker": "agent",
      "start_s": 30.9,
      "end_s": 32.1,
      "text_en": "We have to check the availability for that.",
      "text_native": "उसमें check करना पड़ता है availability."
    },
    {
      "ucid": "21112178912357071",
      "idx": 11,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 34.3,
      "text_en": "Yes, yes, so between the two, whichever is cheaper, brother.",
      "text_native": "जी जी, तो दोनों का जैसे जो सस्ता पड़ जाएगा भैया।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 12,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 37.9,
      "text_en": "It will be cheaper, right. I'll check. If I have it, it's usually available in CR, so this",
      "text_native": "सस्ता पड़ जाएगा ना। मैं देख लेता हूं। अगर मेरे पास रहेगा शायद CR में तो रहता ही है available तो ये"
    },
    {
      "ucid": "21112178912357071",
      "idx": 13,
      "speaker": "customer",
      "start_s": 38.1,
      "end_s": 41.8,
      "text_en": "No, Tata, Tata is probably cheaper by around thirty, fifty paise, perhaps.",
      "text_native": "नहीं, Tata, Tata शायद एक तीस, पचास पैसे के करीब सस्ता रहता है शायद।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 14,
      "speaker": "agent",
      "start_s": 42.2,
      "end_s": 43.4,
      "text_en": "Where do you want this material?",
      "text_native": "ये आपको material कहां चाहिए?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 15,
      "speaker": "customer",
      "start_s": 43.7,
      "end_s": 44.1,
      "text_en": "What, sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 16,
      "speaker": "agent",
      "start_s": 44.4,
      "end_s": 45.4,
      "text_en": "Where do you want the material delivered?",
      "text_native": "Material कहां चाहिए delivery?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 17,
      "speaker": "customer",
      "start_s": 45.7,
      "end_s": 47.6,
      "text_en": "Jalalpur, Ambedkar Nagar sir, UP.",
      "text_native": "जलालपुर, अंबेडकर नगर सर, UP."
    },
    {
      "ucid": "21112178912357071",
      "idx": 18,
      "speaker": "agent",
      "start_s": 48.1,
      "end_s": 50.8,
      "text_en": "UP, right? Okay, I'll check, sir. It will mostly be in my stockyard.",
      "text_native": "UP ना? ठीक है मैं check कर लेता हूं सर। ये मेरे पास stockyard में रहेगा mostly."
    },
    {
      "ucid": "21112178912357071",
      "idx": 19,
      "speaker": "customer",
      "start_s": 51.1,
      "end_s": 53.8,
      "text_en": "So sir, will this be in a packet or in a cut, will it be a roll cut?",
      "text_native": "तो क्या सर ये packet में रहेगा या cut में रहेगा, roll वाला cut रहेगा?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 20,
      "speaker": "agent",
      "start_s": 54.1,
      "end_s": 57.5,
      "text_en": "Sir, see, we mostly have it in coil form, so I will only be able to get you a coil cut.",
      "text_native": "सर देखिए हमारे पास तो coil form में रहता है mostly, तो मुझे coil cut में ही दिलवा पाऊंगा मैं आपको।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 21,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 59.5,
      "text_en": "Okay, so you can only get it in a roll cut, right?",
      "text_native": "अच्छा, roll वाला ही cut में आप दिला पाएंगे ना?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 22,
      "speaker": "agent",
      "start_s": 59.8,
      "end_s": 60.3,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 23,
      "speaker": "customer",
      "start_s": 60.7,
      "end_s": 62.5,
      "text_en": "So you don't have the packet one available?",
      "text_native": "तो packet वाला नहीं रहता क्या आप सब के पास available?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 24,
      "speaker": "agent",
      "start_s": 62.7,
      "end_s": 69.8,
      "text_en": "Sir, see how it is, that is a plant order. Now customers don't ask for it, so we don't do it. If a particular customer says that they want it in a packet, then they have to place an order of at least fifty-sixty tons from the plant.",
      "text_native": "सर देखिए वो कैसा होता है, वो तो plant order ही रहता है। अब वो customer मांगते नहीं है तो हम करते नहीं। अगर कोई particular customer बोलता है कि मुझे packet में चाहिए, तो उसको कम से कम वही वो पचास साठ ton का order लगवाना पड़ता है plant से।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 25,
      "speaker": "customer",
      "start_s": 70.1,
      "end_s": 70.6,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 26,
      "speaker": "agent",
      "start_s": 71.0,
      "end_s": 75.0,
      "text_en": "And how that packet order is, today, how it has become now, JSW, our mill's capacity is eighty thousand tons.",
      "text_native": "और वो packet order कैसा रहता है, वो आज, अभी कैसा हो गया है, JSW हम लोग का mills का मतलब अस्सी हजार ton का capacity है।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 27,
      "speaker": "customer",
      "start_s": 75.2,
      "end_s": 75.7,
      "text_en": "Of how much?",
      "text_native": "कितने का?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 28,
      "speaker": "agent",
      "start_s": 75.9,
      "end_s": 77.1,
      "text_en": "We can do eighty thousand tons, right.",
      "text_native": "अस्सी हजार ton कर सकते हैं ना।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 29,
      "speaker": "customer",
      "start_s": 77.2,
      "end_s": 77.5,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 30,
      "speaker": "agent",
      "start_s": 78.1,
      "end_s": 81.1,
      "text_en": "Already, booking for over one lakh tons has been done. The plant won't even take orders now.",
      "text_native": "Already एक लाख ton के ऊपर booking हो चुका है। अभी plant order भी नहीं लेगा।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 31,
      "speaker": "customer",
      "start_s": 81.4,
      "end_s": 81.9,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 32,
      "speaker": "agent",
      "start_s": 82.4,
      "end_s": 83.2,
      "text_en": "So that is the problem.",
      "text_native": "तो problem वो ही है।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 33,
      "speaker": "customer",
      "start_s": 83.6,
      "end_s": 84.9,
      "text_en": "So what will the roll one cost?",
      "text_native": "तो ये roll वाले का क्या पड़ेगा?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 34,
      "speaker": "agent",
      "start_s": 85.2,
      "end_s": 88.2,
      "text_en": "I will check and tell you the cost for the roll one, sir. I will give you the delivered rate.",
      "text_native": "Roll वाले का मैं check करके बता देता हूं सर। मैं आपको delivered आपको दे दूंगा rate."
    },
    {
      "ucid": "21112178912357071",
      "idx": 35,
      "speaker": "customer",
      "start_s": 88.4,
      "end_s": 90.2,
      "text_en": "Okay, okay. Tell me, tell me the delivered rate.",
      "text_native": "ठीक ठीक। बताइए, delivered का rate बता दीजिए।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 36,
      "speaker": "agent",
      "start_s": 90.5,
      "end_s": 93.6,
      "text_en": "Okay, absolutely. Sir, can you tell me a little about your business? Are you in trading or manufacturing?",
      "text_native": "ठीक है बिल्कुल। सर, थोड़ा अपना business के बारे में बता सकते हैं? आप trading में कि manufacturing में?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 37,
      "speaker": "customer",
      "start_s": 93.9,
      "end_s": 95.6,
      "text_en": "It's manufacturing, sir, of almirahs.",
      "text_native": "Manufacturing है सर, almirah की।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 38,
      "speaker": "agent",
      "start_s": 95.9,
      "end_s": 98.4,
      "text_en": "Of almirahs. Okay. So generally, where do you source from?",
      "text_native": "Almirah की। Okay. तो generally आप एक, कौन सा कहां से लेते हैं?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 39,
      "speaker": "customer",
      "start_s": 98.8,
      "end_s": 102.1,
      "text_en": "Sir, we used to get it from, what do you call it, it used to come from Banaras, it used to come from Gorakhpur.",
      "text_native": "सर हम तो लेते थे ये क्या कहते हैं, बनारस से आता था, गोरखपुर से आता था।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 40,
      "speaker": "agent",
      "start_s": 102.4,
      "end_s": 102.7,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 41,
      "speaker": "agent",
      "start_s": 104.6,
      "end_s": 106.4,
      "text_en": "So sir, do you have to close this order today itself?",
      "text_native": "तो ये सर आज ही close करना है क्या आपको order?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 42,
      "speaker": "customer",
      "start_s": 106.7,
      "end_s": 108.2,
      "text_en": "Sir, if I know the rate, I will decide further, right?",
      "text_native": "सर rate पता होगा तो मैं आगे decide कर लूंगा ना।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 43,
      "speaker": "agent",
      "start_s": 108.3,
      "end_s": 109.0,
      "text_en": "So like, yes, it won't happen.",
      "text_native": "तो जैसे हां नहीं हो जाएगा।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 44,
      "speaker": "customer",
      "start_s": 109.1,
      "end_s": 112.3,
      "text_en": "So like, like sir, it's not a matter of two-four thousand that a person would say okay immediately.",
      "text_native": "तो जैसे, जैसे सर अब दो चार हजार की बात तो है नहीं कि आदमी हां तुरंत okay कर दिया।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 45,
      "speaker": "agent",
      "start_s": 112.5,
      "end_s": 114.8,
      "text_en": "No no, that's right. I was just asking if you need it urgently or",
      "text_native": "नहीं नहीं, बराबर है। मैं तो पूछा कि आपको अभी urgent में चाहिए कि"
    },
    {
      "ucid": "21112178912357071",
      "idx": 46,
      "speaker": "customer",
      "start_s": 114.8,
      "end_s": 118.1,
      "text_en": "No, in a day or two, it will be clear in a day or two. That's why I said, first let the rate be clear, then I'll see and then",
      "text_native": "नहीं, एक दो दिन, एक दो दिन में clear हो जाएगा। तभी मैं कहा पहले clear हो जाए rate तो मैं अपना देख के फिर"
    },
    {
      "ucid": "21112178912357071",
      "idx": 47,
      "speaker": "agent",
      "start_s": 118.3,
      "end_s": 122.5,
      "text_en": "Yes, no, that's right. I'll tell you now. The problem is, the rate is increasing every day. It increased by one rupee yesterday, and it has increased by one rupee today as well.",
      "text_native": "हां नहीं बराबर है। अभी आपको मैं बता देता हूं। Problem क्या है, हर दिन rate बढ़ रहा है। कल ही एक रुपया बढ़ गया, आज भी एक रुपया बढ़ गया है।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 48,
      "speaker": "customer",
      "start_s": 122.7,
      "end_s": 123.1,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 49,
      "speaker": "agent",
      "start_s": 123.4,
      "end_s": 127.1,
      "text_en": "Every day, one by one, meaning if not a hundred rupees then five hundred, I'm saying a thousand rupees, if not a thousand rupees then five hundred rupees keeps increasing.",
      "text_native": "हर दिन एक एक मतलब सौ रुपया नहीं तो पांच सौ, हजार रुपया बोल रहा हूं, हजार रुपया नहीं तो पांच सौ रुपया बढ़े जा रहा है।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 50,
      "speaker": "customer",
      "start_s": 127.3,
      "end_s": 127.7,
      "text_en": "Yes, yes, yes.",
      "text_native": "जी जी जी।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 51,
      "speaker": "agent",
      "start_s": 128.0,
      "end_s": 131.8,
      "text_en": "That's why I was asking if you want to close it today. Otherwise, if you say okay, but then if the rate increases by then, I can't help you with that.",
      "text_native": "इसलिए मैं पूछ रहा था कि आज ही close करना है। नहीं तो अगर आप बोलेंगे ठीक है, पर फिर तब तक rate बढ़ गया तो मैं आपको कुछ help भी नहीं कर सकता उसमें।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 52,
      "speaker": "customer",
      "start_s": 132.0,
      "end_s": 136.0,
      "text_en": "No no, you are right. You send the price, I will call you back in a little while and let you know if I find it suitable.",
      "text_native": "नहीं नहीं, आपकी बात सही है। आप price send करिए, मैं अभी थोड़ी देर में आपको call back करके बता देता हूं अगर हमको समझ में आएगा।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 53,
      "speaker": "agent",
      "start_s": 136.2,
      "end_s": 141.4,
      "text_en": "Okay, I'll check first if it's available. First, I'll check. I'll also tell you which make it is available in. And whatever the quote is, I will give you the quotation.",
      "text_native": "ठीक है मैं check कर लेता हूं पहले, available है क्या। पहले मैं check कर लेता हूं। कौनसे make में available है वो भी मैं बता दूंगा आपको। और जो quote रहेगा वो मैं दे दूंगा आपको quotation."
    },
    {
      "ucid": "21112178912357071",
      "idx": 54,
      "speaker": "customer",
      "start_s": 141.6,
      "end_s": 142.1,
      "text_en": "Yes, yes, yes.",
      "text_native": "जी जी जी।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 55,
      "speaker": "agent",
      "start_s": 142.6,
      "end_s": 143.2,
      "text_en": "Okay, sir.",
      "text_native": "ठीक है सर जी।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 56,
      "speaker": "customer",
      "start_s": 143.5,
      "end_s": 146.5,
      "text_en": "So sir, this roll's, this roll cut, it won't be damaged, right? It won't be broken from the middle or anything?",
      "text_native": "तो सर ये जो roll का, ये roll वाला cut रहेगा, ये damage तो नहीं रहेगा ना? बीच से टूटा-ऊटा वाला तो नहीं रहेगा?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 57,
      "speaker": "agent",
      "start_s": 146.7,
      "end_s": 150.2,
      "text_en": "No no no no, oh no. Even if it is, understand, even if it is, you can file a complaint, there's nothing like that.",
      "text_native": "नहीं नहीं नहीं नहीं, अरे नहीं। अगर रहा भी ना, समझ लीजिए, रहा भी तो आप complaint file कर सकते हैं, ऐसा कुछ नहीं है।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 58,
      "speaker": "customer",
      "start_s": 150.4,
      "end_s": 156.4,
      "text_en": "No, what happens is, brother, like sometimes, see, while cutting, it breaks. So the problem with it breaking is that it can't be fitted in our almirah, it's totally visible.",
      "text_native": "नहीं, मैं इसलिए क्या होता है ना भैया, जैसे कभी-कभी, देखिए, cut करते time अलग, टूट जाता है। तो टूटने पे दिक्कत क्या आती है ना कि हम लोग के अलमारी में फिर वो लग नहीं पाता, दिखता है total."
    },
    {
      "ucid": "21112178912357071",
      "idx": 59,
      "speaker": "agent",
      "start_s": 156.6,
      "end_s": 167.2,
      "text_en": "No no, that's right, sir. And see how it is, it's JSW's material. And you are talking directly to the JSW company. We are sitting here. You can ever, I will, I will even give you my number right now. If you have any escalation, tell me directly. Sometimes complaints do come, that yes this... so we do escalate it. We also resolve it for them.",
      "text_native": "नहीं नहीं, बराबर है सर। और देखिए कैसा है, JSW का माल है। और आप JSW के company से direct बात कर रहे हैं। हम हैं यहां पे बैठे। आप कभी हमें, हम तो आपको, मैं अभी आपको number भी दे दूंगा अपना। आपको कोई भी escalation होगा, मुझे direct बोलिए। आते हैं कभी-कभी complaint, कि हां ये, तो हम escalate तो करते हैं। हम resolve भी करके देते हैं उनको।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 60,
      "speaker": "customer",
      "start_s": 167.4,
      "end_s": 169.8,
      "text_en": "Yes, yes. My uncle is also in JSW, he is an engineer.",
      "text_native": "जी जी। JSW में भी हमारे चाचा हैं, वो engineer हैं।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 61,
      "speaker": "agent",
      "start_s": 170.1,
      "end_s": 170.7,
      "text_en": "That's it, great.",
      "text_native": "बस, बढ़िया।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 62,
      "speaker": "customer",
      "start_s": 170.9,
      "end_s": 174.0,
      "text_en": "In the Karnataka branch, the one in Karnataka, Bellary. Oh, Karnataka here.",
      "text_native": "Karnataka वाले branch में, जो Karnatak, Bellary में है। ओ, Karnataka यहां।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 63,
      "speaker": "agent",
      "start_s": 174.3,
      "end_s": 177.2,
      "text_en": "As for me, I am here, I am Pandey myself. I have come from Tata now.",
      "text_native": "मैं तो, मैं यहां, मैं खुद पांडे। मैं तो Tata से आके अब गया हूं।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 64,
      "speaker": "customer",
      "start_s": 177.5,
      "end_s": 179.2,
      "text_en": "Yes. So your, sir, where is this office?",
      "text_native": "जी। तो आपका ये सर, ये कहां पर है office?"
    },
    {
      "ucid": "21112178912357071",
      "idx": 65,
      "speaker": "agent",
      "start_s": 179.5,
      "end_s": 183.2,
      "text_en": "Mine is in Mumbai for now, sir. I, we do pan-India, it's not like that, we can do it from anywhere.",
      "text_native": "मेरा तो अभी सर Mumbai में है फिलहाल। मैं हम लोग का pan-India करते हैं, ऐसा कोई ये नहीं है कि, कहीं से भी कर सकते हैं हम।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 66,
      "speaker": "customer",
      "start_s": 183.4,
      "end_s": 185.2,
      "text_en": "Yes, yes. So okay sir, you tell me that rate.",
      "text_native": "जी जी। तो ठीक है सर, वही rate हमको बताइए आप।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 67,
      "speaker": "agent",
      "start_s": 185.4,
      "end_s": 189.1,
      "text_en": "Absolutely, I will tell you. And let's see how we can do it. You have these three thicknesses, right? Point four, point five, and point four.",
      "text_native": "बिल्कुल, मैं बता दूंगा आपको। और देखते हैं कैसे कर सकते हैं। ये तीन thickness है ना आपको? point four, point five, और point four."
    },
    {
      "ucid": "21112178912357071",
      "idx": 68,
      "speaker": "customer",
      "start_s": 189.3,
      "end_s": 189.7,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 69,
      "speaker": "agent",
      "start_s": 190.0,
      "end_s": 191.0,
      "text_en": "Okay sir, I'll get it done.",
      "text_native": "ठीक है सर जी, करवाता हूं।"
    },
    {
      "ucid": "21112178912357071",
      "idx": 70,
      "speaker": "customer",
      "start_s": 191.4,
      "end_s": 191.8,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912357071",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[11s] AGENT: Sir, you had just created an opportunity on the platform for CR. So the call was regarding that.",
      "comment": "The agent correctly opened by referencing the customer's action on the platform."
    },
    {
      "ucid": "21112178912357071",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "[44s] AGENT: Where do you want the material delivered?",
      "comment": "Agent confirmed product (CR), make preference, thickness, location, and timeline, but missed revalidating the required quantity (MT)."
    },
    {
      "ucid": "21112178912357071",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 2,
      "evidence": "[90s] AGENT: Sir, can you tell me a little about your business? Are you in trading or manufacturing?",
      "comment": "Agent successfully asked about the end application (manufacturing almirahs) and current sourcing, but missed asking about monthly tonnage, JSW share, or payment terms."
    },
    {
      "ucid": "21112178912357071",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[85s] AGENT: I will check and tell you the cost for the roll one, sir. I will give you the delivered rate.",
      "comment": "As stock and price were not immediately known, the agent correctly committed to checking and reverting with a delivered price quote."
    },
    {
      "ucid": "21112178912357071",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[157s] AGENT: And see how it is, it's JSW's material. And you are talking directly to the JSW company.",
      "comment": "The agent did not re-pitch the portfolio and only reinforced the JSW brand and direct support in response to a specific customer concern about quality."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912357071",
      "obj_type": "price",
      "state": "handled",
      "evidence": "[32s] CUSTOMER: Yes, yes, so between the two, whichever is cheaper, brother.",
      "response": "[85s] AGENT: I will check and tell you the cost for the roll one, sir. I will give you the delivered rate."
    },
    {
      "ucid": "21112178912357071",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "[132s] CUSTOMER: You send the price, I will call you back in a little while and let you know if I find it suitable.",
      "response": "[118s] AGENT: The problem is, the rate is increasing every day. It increased by one rupee yesterday, and it has increased by one rupee today as well."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}