{
  "ucid": "21112178912588121",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:54:41",
  "end_time": "2026-09-11 16:57:52",
  "duration_sec": 191,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA137405026914a1d03a24aa4099c853c7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 171,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912588121__DIA137405026914a1d03a24aa4099c853c7.mp3",
  "audio_bytes": 456624,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 152.208,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello   (हेलो)\n[5s] AGENT: Hello   (हेलो)\n[6s] CUSTOMER: Hello   (हेलो)\n[7s] AGENT: Sir, Abdul speaking from JSW.   (सर अब्दुल बात कर रहा हूं JSW से।)\n[9s] CUSTOMER: Yes, tell me, how are you?   (जी बताएं जी, कैसे हो?)\n[10s] AGENT: Great, great, how are you, sir?   (बढ़िया बढ़िया, आप कैसे हैं सर?)\n[12s] CUSTOMER: I am fine, sir, tell me.   (मैं ठीक हूं सर, बताइए।)\n[13s] AGENT: Do you have any inquiry or something, sir?   (कुछ इन्क्वायरी वगैरह है क्या सर आपको?)\n[14s] CUSTOMER: Sir, we do have an inquiry. Hmm, we need the material, but we need the material on credit.   (सर इन्क्वायरी तो हमारे पास है। हम्म, माल तो हमें चाहिए, लेकिन हमें माल चाहिए क्रेडिट पर।)\n[19s] AGENT: That's the problem that's arising.   (वही दिक्कत आ जा रही है।)\n[20s] CUSTOMER: On credit, without credit it won't work for us.   (हमें क्रेडिट पे, बिना क्रेडिट पे हमारी बात बनेगी नहीं।)\n[22s] AGENT: No, it's okay, no problem, now   (नहीं ठीक है कोई बात नहीं अब)\n[23s] CUSTOMER: We need it for 30 days.   (हमें 30 days का चाहिए।)\n[24s] AGENT: No, it's okay, you are right sir, but actually what happens is, it is available in JSW, sir, it's not like that, but in JSW the first transaction is on advance, okay? Even if you start with just five tons.   (नहीं ठीक है, आपकी बात सही है सर, बट एक्चुअली क्या होता है, JSW में होता है सर, ऐसा बात नहीं है, बट JSW में फर्स्ट ट्रांजैक्शन सर एडवांस में होता है, ठीक है? भले ही आप पांच टन से भी स्टार्ट कीजिए।)\n[30s] CUSTOMER: Sir, that's not the point. I am also in talks with Tata. Understood? Over there, they are giving 90 days credit.   (सर, वही तो बात नहीं है। Tata से भी मेरी बात चल रही है। समझे? वहां पे भी, वहां तो 90 days का क्रेडिट है।)\n[34s] AGENT: Sir, it must be going on, your point   (सर चल रही होगी, आपकी बात को)\n[35s] CUSTOMER: I have some papers, I am getting them arranged.   (कुछ मेरे पेपर हैं, वो अरेंज करा रहा हूं मैं।)\n[37s] AGENT: Yes, yes, yes.   (जी जी जी।)\n[38s] CUSTOMER: Yes, it's not like that, otherwise from there   (हां, ऐसा नहीं है, नहीं तो वहां से)\n[39s] AGENT: No no, basically what it is, sir, is that for the first transaction, even if you start with five tons, ten tons, you will get credit and all. What is your turnover, sir?   (नहीं नहीं, बेसिकली क्या है ना सर, कि फर्स्ट ट्रांजैक्शन पांच टन, दस टन से भी स्टार्ट कीजिए आप, आपको क्रेडिट वगैरह मिल जाएगा। आपका टर्नओवर कितना है सर?)\n[44s] CUSTOMER: It's 5 CR.   (5 CR का है।)\n[45s] AGENT: Then it's fine. You will get the turnover, you will get it easily, no issue with credit. Yes, yes.   (तो ठीक है। टर्नओवर मिल जाएगा आपको, आराम से मिल जाएगा, कोई इशू नहीं है क्रेडिट। जी जी।)\n[48s] AGENT: So if you want to start something, sir, you can start. With five tons, ten tons. From the second transaction, I will get it processed if you want.   (तो कुछ स्टार्ट करना चाहते हैं सर, स्टार्ट कर सकते हैं आप। पांच टन, दस टन से। सेकंड ट्रांजैक्शन से मैं प्रोसेस में करा दूंगा अगर आप चाहेंगे तो।)\n[52s] CUSTOMER: Hmm.   (हम्म।)\n[54s] AGENT: There's no compulsion as such. Isn't it?   (ऐसा कोई जबरदस्ती तो है नहीं। है कि नहीं?)\n[55s] CUSTOMER: No, not at all, that's right.   (नहीं बिल्कुल नहीं, सही बात है।)\n[56s] CUSTOMER: Yes, yes. Where are you from, the Mumbai head office?   (जी जी। आप कहां से, मुंबई हेड ऑफिस से?)\n[58s] AGENT: I am based in Mumbai, sir, head office.   (मैं मुंबई बैठता हूं सर, हेड ऑफिस।)\n[60s] CUSTOMER: Oh, you are based in the Mumbai head office?   (अच्छा, मुंबई बैठते हैं हेड ऑफिस?)\n[61s] AGENT: Yes, yes, yes.   (जी जी जी।)\n[62s] CUSTOMER: Where is our head office in Mumbai?   (मुंबई में हेड ऑफिस कहां है हमारा?)\n[64s] CUSTOMER: Where, at which place?   (कहां पर, कौन सी जगह पे?)\n[65s] AGENT: BKC, BKC head office, Mumbai.   (BKC, BKC हेड ऑफिस, मुंबई।)\n[67s] CUSTOMER: VK?\n[67s] AGENT: BK, BKC.\n[68s] CUSTOMER: Oh, BKC.   (अच्छा, BKC।)\n[69s] AGENT: Yes, all the corporate offices are in BKC itself, understood? Reliance, Mumbai, Tata, everyone's is here, the big ones.   (हां, सारे कॉर्पोरेट ऑफिस BKC में ही हैं, समझे? Reliance, Mumbai, Tata, सबका यहीं पे है, बड़े-बड़े।)\n[73s] CUSTOMER: So okay, if something... I'll tell you what, I'll come to Mumbai, I'll meet you face-to-face, and then we'll start working with you.   (तो ठीक है, अगर कुछ मैं आपको बताऊं, मैं मुंबई आता हूं, मैं आपसे एक फेस टू फेस मिलता हूं, फिर काम शुरू करते हैं आपके साथ।)\n[78s] AGENT: Yes, absolutely, absolutely, absolutely. Come, no problem. Yes, absolutely, absolutely.   (हां, बिल्कुल बिल्कुल बिल्कुल। आइए आराम से, कोई दिक्कत नहीं। हां, बिल्कुल बिल्कुल।)\n[80s] CUSTOMER: You, please send me the location of that place. I will come in a day or two. We will probably leave from here on Tuesday.   (आप ना, मेरे को वहां की लोकेशन भेज दीजिएगा। मैं एक-दो दिन में आऊंगा। मंगलवार को शायद यहां से निकलेंगे हम लोग।)\n[84s] AGENT: I am sending it to you on WhatsApp, sir. If you want to purchase something now, you can, because what's happening is, the rates are increasing in the market, sir.   (मैं आपको WhatsApp कर दे रहा हूं सर। अभी कुछ परचेस करना चाहते हैं तो कर सकते हैं, क्योंकि क्या है ना, रेट बढ़ रहा है सर मार्केट में।)\n[88s] CUSTOMER: Sir, the rate is indeed increasing.   (सर, रेट तो बढ़ ही रहा है।)\n[90s] CUSTOMER: Isn't it? No problem, you send me the location, I will come to you then.   (है ना? कोई नहीं, आप मेरे को लोकेशन भेजो, मैं आता हूं फिर आपके पास।)\n[92s] AGENT: Listen, let's do this, I have sent you a message from my personal number, okay?   (सुनिए, ऐसा करते हैं, मैं आपको पर्सनल नंबर से मैसेज कर दिया, ठीक है?)\n[95s] CUSTOMER: Yes.   (जी।)\n[96s] AGENT: When you come to Mumbai, you call me, I will send the location and all, okay?   (आपको जब मुंबई आप आ जाइए, तो आप मेरे को फोन कीजिए, मैं लोकेशन वगैरह भेज दूंगा, ठीक है?)\n[99s] CUSTOMER: Okay, okay sir.   (ठीक है, ठीक है सर।)\n[100s] AGENT: Okay sir, thank you.   (ओके सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 48,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "48 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer raises an immediate objection, handle it briefly using the playbook, but then immediately pivot back to discovery to regain control of the call and understand their needs.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately raised a requirement for credit, which became the sole focus of the conversation. The agent correctly handled the objection by explaining the policy of advance payment for the first transaction with credit possible thereafter. However, the agent never regained control of the call, failed to conduct any discovery or qualify a requirement, and the call ended with a loose arrangement for the customer to call back when he visits Mumbai.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Abdul speaking from JSW. Do you have any inquiry or something, sir?\", \"comment\": \"The agent identified himself and the company but failed to ask if it was a good time to speak, jumping directly to a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No supply or price hook was delivered; the agent opened with a generic question, which allowed the customer to immediately derail the call structure.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, material needs, or procurement process; the conversation was entirely focused on credit.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was performed to understand the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not capture any details of a requirement (grade, thickness, quantity, etc.) and only made a generic suggestion to start with a small tonnage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When you come to Mumbai, you call me, I will send the location and all, okay?\", \"comment\": \"The agent did not set a committed next step; the follow-up is entirely passive and dependent on the customer re-initiating contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises an immediate objection, handle it briefly using the playbook, but then immediately pivot back to discovery to regain control of the call and understand their needs.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"Sir, we do have an inquiry. Hmm, we need the material, but we need the material on credit.\", \"response\": \"but in JSW the first transaction is on advance, okay? Even if you start with just five tons. ... From the second transaction, I will get it processed if you want.\"}], \"call_summary\": \"The customer immediately raised a requirement for credit, which became the sole focus of the conversation. The agent correctly handled the objection by explaining the policy of advance payment for the first transaction with credit possible thereafter. However, the agent never regained control of the call, failed to conduct any discovery or qualify a requirement, and the call ended with a loose arrangement for the customer to call back when he visits Mumbai.\"}",
  "error": null,
  "latency_ms": 33920,
  "input_tokens": 4426,
  "output_tokens": 880,
  "created_at": "2026-09-25 10:55:40",
  "sentiment": "positive",
  "sentiment_score": 0.173,
  "sentiment_confidence": "high",
  "pos": 11,
  "neg": 6,
  "lex_hits": 20,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.549,
  "agent_talk_sec": 45.6,
  "customer_talk_sec": 37.4,
  "dead_air_sec": 108.0,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 369.7,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 25,
  "discovery_qs": 8,
  "words_agent": 281,
  "words_customer": 203,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912588121",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.58,
      "end_s": 3.01,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912588121",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 5.48,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912588121",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.2,
      "end_s": 6.58,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912588121",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 8.8,
      "text_en": "Sir, Abdul speaking from JSW.",
      "text_native": "सर अब्दुल बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 10.0,
      "text_en": "Yes, tell me, how are you?",
      "text_native": "जी बताएं जी, कैसे हो?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.28,
      "end_s": 11.48,
      "text_en": "Great, great, how are you, sir?",
      "text_native": "बढ़िया बढ़िया, आप कैसे हैं सर?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.68,
      "end_s": 12.7,
      "text_en": "I am fine, sir, tell me.",
      "text_native": "मैं ठीक हूं सर, बताइए।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.98,
      "end_s": 14.2,
      "text_en": "Do you have any inquiry or something, sir?",
      "text_native": "कुछ इन्क्वायरी वगैरह है क्या सर आपको?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 18.5,
      "text_en": "Sir, we do have an inquiry. Hmm, we need the material, but we need the material on credit.",
      "text_native": "सर इन्क्वायरी तो हमारे पास है। हम्म, माल तो हमें चाहिए, लेकिन हमें माल चाहिए क्रेडिट पर।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 19.8,
      "text_en": "That's the problem that's arising.",
      "text_native": "वही दिक्कत आ जा रही है।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 22.2,
      "text_en": "On credit, without credit it won't work for us.",
      "text_native": "हमें क्रेडिट पे, बिना क्रेडिट पे हमारी बात बनेगी नहीं।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.4,
      "end_s": 23.3,
      "text_en": "No, it's okay, no problem, now",
      "text_native": "नहीं ठीक है कोई बात नहीं अब"
    },
    {
      "ucid": "21112178912588121",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.3,
      "end_s": 24.3,
      "text_en": "We need it for 30 days.",
      "text_native": "हमें 30 days का चाहिए।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 29.8,
      "text_en": "No, it's okay, you are right sir, but actually what happens is, it is available in JSW, sir, it's not like that, but in JSW the first transaction is on advance, okay? Even if you start with just five tons.",
      "text_native": "नहीं ठीक है, आपकी बात सही है सर, बट एक्चुअली क्या होता है, JSW में होता है सर, ऐसा बात नहीं है, बट JSW में फर्स्ट ट्रांजैक्शन सर एडवांस में होता है, ठीक है? भले ही आप पांच टन से भी स्टार्ट कीजिए।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 33.8,
      "text_en": "Sir, that's not the point. I am also in talks with Tata. Understood? Over there, they are giving 90 days credit.",
      "text_native": "सर, वही तो बात नहीं है। Tata से भी मेरी बात चल रही है। समझे? वहां पे भी, वहां तो 90 days का क्रेडिट है।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.1,
      "end_s": 35.0,
      "text_en": "Sir, it must be going on, your point",
      "text_native": "सर चल रही होगी, आपकी बात को"
    },
    {
      "ucid": "21112178912588121",
      "idx": 16,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 36.8,
      "text_en": "I have some papers, I am getting them arranged.",
      "text_native": "कुछ मेरे पेपर हैं, वो अरेंज करा रहा हूं मैं।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 17,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 37.5,
      "text_en": "Yes, yes, yes.",
      "text_native": "जी जी जी।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 18,
      "speaker": "customer",
      "start_s": 37.9,
      "end_s": 38.9,
      "text_en": "Yes, it's not like that, otherwise from there",
      "text_native": "हां, ऐसा नहीं है, नहीं तो वहां से"
    },
    {
      "ucid": "21112178912588121",
      "idx": 19,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 43.2,
      "text_en": "No no, basically what it is, sir, is that for the first transaction, even if you start with five tons, ten tons, you will get credit and all. What is your turnover, sir?",
      "text_native": "नहीं नहीं, बेसिकली क्या है ना सर, कि फर्स्ट ट्रांजैक्शन पांच टन, दस टन से भी स्टार्ट कीजिए आप, आपको क्रेडिट वगैरह मिल जाएगा। आपका टर्नओवर कितना है सर?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 20,
      "speaker": "customer",
      "start_s": 43.6,
      "end_s": 44.6,
      "text_en": "It's 5 CR.",
      "text_native": "5 CR का है।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 21,
      "speaker": "agent",
      "start_s": 45.1,
      "end_s": 47.8,
      "text_en": "Then it's fine. You will get the turnover, you will get it easily, no issue with credit. Yes, yes.",
      "text_native": "तो ठीक है। टर्नओवर मिल जाएगा आपको, आराम से मिल जाएगा, कोई इशू नहीं है क्रेडिट। जी जी।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 22,
      "speaker": "agent",
      "start_s": 48.0,
      "end_s": 52.0,
      "text_en": "So if you want to start something, sir, you can start. With five tons, ten tons. From the second transaction, I will get it processed if you want.",
      "text_native": "तो कुछ स्टार्ट करना चाहते हैं सर, स्टार्ट कर सकते हैं आप। पांच टन, दस टन से। सेकंड ट्रांजैक्शन से मैं प्रोसेस में करा दूंगा अगर आप चाहेंगे तो।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.5,
      "end_s": 52.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 24,
      "speaker": "agent",
      "start_s": 53.5,
      "end_s": 54.9,
      "text_en": "There's no compulsion as such. Isn't it?",
      "text_native": "ऐसा कोई जबरदस्ती तो है नहीं। है कि नहीं?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 25,
      "speaker": "customer",
      "start_s": 55.0,
      "end_s": 55.9,
      "text_en": "No, not at all, that's right.",
      "text_native": "नहीं बिल्कुल नहीं, सही बात है।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 26,
      "speaker": "customer",
      "start_s": 56.4,
      "end_s": 57.8,
      "text_en": "Yes, yes. Where are you from, the Mumbai head office?",
      "text_native": "जी जी। आप कहां से, मुंबई हेड ऑफिस से?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 27,
      "speaker": "agent",
      "start_s": 57.9,
      "end_s": 59.2,
      "text_en": "I am based in Mumbai, sir, head office.",
      "text_native": "मैं मुंबई बैठता हूं सर, हेड ऑफिस।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 28,
      "speaker": "customer",
      "start_s": 59.5,
      "end_s": 60.7,
      "text_en": "Oh, you are based in the Mumbai head office?",
      "text_native": "अच्छा, मुंबई बैठते हैं हेड ऑफिस?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 29,
      "speaker": "agent",
      "start_s": 60.9,
      "end_s": 61.4,
      "text_en": "Yes, yes, yes.",
      "text_native": "जी जी जी।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 30,
      "speaker": "customer",
      "start_s": 61.8,
      "end_s": 63.0,
      "text_en": "Where is our head office in Mumbai?",
      "text_native": "मुंबई में हेड ऑफिस कहां है हमारा?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 31,
      "speaker": "customer",
      "start_s": 63.8,
      "end_s": 64.7,
      "text_en": "Where, at which place?",
      "text_native": "कहां पर, कौन सी जगह पे?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 32,
      "speaker": "agent",
      "start_s": 64.8,
      "end_s": 66.3,
      "text_en": "BKC, BKC head office, Mumbai.",
      "text_native": "BKC, BKC हेड ऑफिस, मुंबई।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 33,
      "speaker": "customer",
      "start_s": 66.6,
      "end_s": 67.1,
      "text_en": "VK?",
      "text_native": "VK?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 34,
      "speaker": "agent",
      "start_s": 67.3,
      "end_s": 68.0,
      "text_en": "BK, BKC.",
      "text_native": "BK, BKC."
    },
    {
      "ucid": "21112178912588121",
      "idx": 35,
      "speaker": "customer",
      "start_s": 68.3,
      "end_s": 68.9,
      "text_en": "Oh, BKC.",
      "text_native": "अच्छा, BKC।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 36,
      "speaker": "agent",
      "start_s": 69.1,
      "end_s": 72.8,
      "text_en": "Yes, all the corporate offices are in BKC itself, understood? Reliance, Mumbai, Tata, everyone's is here, the big ones.",
      "text_native": "हां, सारे कॉर्पोरेट ऑफिस BKC में ही हैं, समझे? Reliance, Mumbai, Tata, सबका यहीं पे है, बड़े-बड़े।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 37,
      "speaker": "customer",
      "start_s": 73.1,
      "end_s": 77.5,
      "text_en": "So okay, if something... I'll tell you what, I'll come to Mumbai, I'll meet you face-to-face, and then we'll start working with you.",
      "text_native": "तो ठीक है, अगर कुछ मैं आपको बताऊं, मैं मुंबई आता हूं, मैं आपसे एक फेस टू फेस मिलता हूं, फिर काम शुरू करते हैं आपके साथ।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 38,
      "speaker": "agent",
      "start_s": 77.7,
      "end_s": 80.2,
      "text_en": "Yes, absolutely, absolutely, absolutely. Come, no problem. Yes, absolutely, absolutely.",
      "text_native": "हां, बिल्कुल बिल्कुल बिल्कुल। आइए आराम से, कोई दिक्कत नहीं। हां, बिल्कुल बिल्कुल।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 39,
      "speaker": "customer",
      "start_s": 80.2,
      "end_s": 84.0,
      "text_en": "You, please send me the location of that place. I will come in a day or two. We will probably leave from here on Tuesday.",
      "text_native": "आप ना, मेरे को वहां की लोकेशन भेज दीजिएगा। मैं एक-दो दिन में आऊंगा। मंगलवार को शायद यहां से निकलेंगे हम लोग।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 40,
      "speaker": "agent",
      "start_s": 84.2,
      "end_s": 88.0,
      "text_en": "I am sending it to you on WhatsApp, sir. If you want to purchase something now, you can, because what's happening is, the rates are increasing in the market, sir.",
      "text_native": "मैं आपको WhatsApp कर दे रहा हूं सर। अभी कुछ परचेस करना चाहते हैं तो कर सकते हैं, क्योंकि क्या है ना, रेट बढ़ रहा है सर मार्केट में।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 41,
      "speaker": "customer",
      "start_s": 88.2,
      "end_s": 89.3,
      "text_en": "Sir, the rate is indeed increasing.",
      "text_native": "सर, रेट तो बढ़ ही रहा है।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 42,
      "speaker": "customer",
      "start_s": 89.8,
      "end_s": 92.2,
      "text_en": "Isn't it? No problem, you send me the location, I will come to you then.",
      "text_native": "है ना? कोई नहीं, आप मेरे को लोकेशन भेजो, मैं आता हूं फिर आपके पास।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 43,
      "speaker": "agent",
      "start_s": 92.4,
      "end_s": 94.6,
      "text_en": "Listen, let's do this, I have sent you a message from my personal number, okay?",
      "text_native": "सुनिए, ऐसा करते हैं, मैं आपको पर्सनल नंबर से मैसेज कर दिया, ठीक है?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 44,
      "speaker": "customer",
      "start_s": 94.9,
      "end_s": 95.2,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 45,
      "speaker": "agent",
      "start_s": 95.8,
      "end_s": 98.8,
      "text_en": "When you come to Mumbai, you call me, I will send the location and all, okay?",
      "text_native": "आपको जब मुंबई आप आ जाइए, तो आप मेरे को फोन कीजिए, मैं लोकेशन वगैरह भेज दूंगा, ठीक है?"
    },
    {
      "ucid": "21112178912588121",
      "idx": 46,
      "speaker": "customer",
      "start_s": 98.8,
      "end_s": 99.7,
      "text_en": "Okay, okay sir.",
      "text_native": "ठीक है, ठीक है सर।"
    },
    {
      "ucid": "21112178912588121",
      "idx": 47,
      "speaker": "agent",
      "start_s": 100.1,
      "end_s": 100.9,
      "text_en": "Okay sir, thank you.",
      "text_native": "ओके सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912588121",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Abdul speaking from JSW. Do you have any inquiry or something, sir?",
      "comment": "The agent identified himself and the company but failed to ask if it was a good time to speak, jumping directly to a question."
    },
    {
      "ucid": "21112178912588121",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No supply or price hook was delivered; the agent opened with a generic question, which allowed the customer to immediately derail the call structure."
    },
    {
      "ucid": "21112178912588121",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked about the customer's business, material needs, or procurement process; the conversation was entirely focused on credit."
    },
    {
      "ucid": "21112178912588121",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched because no discovery was performed to understand the customer's needs."
    },
    {
      "ucid": "21112178912588121",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not capture any details of a requirement (grade, thickness, quantity, etc.) and only made a generic suggestion to start with a small tonnage."
    },
    {
      "ucid": "21112178912588121",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "When you come to Mumbai, you call me, I will send the location and all, okay?",
      "comment": "The agent did not set a committed next step; the follow-up is entirely passive and dependent on the customer re-initiating contact."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912588121",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "Sir, we do have an inquiry. Hmm, we need the material, but we need the material on credit.",
      "response": "but in JSW the first transaction is on advance, okay? Even if you start with just five tons. ... From the second transaction, I will get it processed if you want."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}