{
  "ucid": "21112178912631251",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 17:01:52",
  "end_time": "2026-09-11 17:06:08",
  "duration_sec": 256,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3c3e9b1e375eead299fe43620632b8e4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 169,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912631251__DIA3c3e9b1e375eead299fe43620632b8e4.mp3",
  "audio_bytes": 659232,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 219.744,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello   (हेलो)\n[6s] AGENT: Hello   (हेलो)\n[6s] CUSTOMER: Hello   (हेलो)\n[7s] AGENT: Hello, Namaskar sir, Abdul speaking from JSW.   (हेलो नमस्कार सर, अब्दुल बात कर रहा हूं JSW से।)\n[9s] CUSTOMER: Yes, yes sir.   (हांजी हांजी सर।)\n[10s] AGENT: Your company is registered under the name Vikant Chand Premchand.   (आपकी कंपनी है रजिस्टर विकांत चंद प्रेमचंद के नाम से।)\n[13s] CUSTOMER: Okay.   (अच्छा जी।)\n[14s] AGENT: So I had called for that. Do you have any requirement for steel, sir?   (सो उसी के लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको?)\n[16s] CUSTOMER: Yes, which HR do you deal in?   (हां, आप कौन से HR में डील करते हो?)\n[18s] AGENT: I deal in all materials in MS. HR, CR, GP, GI, PPGL, TMT, you will get everything.   (मैं ऑल मटेरियल में डील करता हूं MS में। HR, CR, GP, GI, PPGL, TMT सब मिल जाएगा।)\n[21s] CUSTOMER: Where are you calling from, sir?   (कहां से बोल रहे हो सर आप?)\n[22s] AGENT: Mumbai head office.   (मुंबई हेड ऑफिस।)\n[24s] CUSTOMER: Okay. So the material, we are speaking from Punjab, so if we have to take the material, how will it be delivered?   (अच्छा जी। तो माल हम तो पंजाब से बोल रहे हैं, तो माल लेना हो तो कैसे डिलीवरी होएगा?)\n[28s] AGENT: For the material, you will talk to me, the material will go from Ghaziabad. In Ghaziabad, I have my own warehouse, stockyard. People are also there. You will get the material from there.   (माल आप मेरे से बात करेंगे, मटेरियल जाएगा गाजियाबाद से। गाजियाबाद में मेरा खुद का वेयरहाउस है, स्टॉकयार्ड है। वहां पे लोग भी बैठे हैं। वहां से मटेरियल मिल जाएगा।)\n[33s] CUSTOMER: What is available in HR there right now?   (वहां पे अभी HR में क्या अवेलेबल है जी वहां पे?)\n[36s] AGENT: In HR, 1.6 and 2 mm are not available right now, the rest is all available.   (HR में अभी 1.6 और 2 mm अवेलेबल नहीं है, बाकी सारा कुछ अवेलेबल है।)\n[39s] CUSTOMER: 2 mm and 1.6 are not there?   (2 mm और 1.6 नहीं है?)\n[40s] AGENT: No, it's not.   (नहीं है, हां।)\n[41s] CUSTOMER: Okay. And what other gauge is there?   (अच्छा जी। और कौन सी गेज है?)\n[42s] AGENT: It was there, it was there, but it finished two days ago.   (था, था, लेकिन दो दिन पहले खत्म हो गया।)\n[45s] CUSTOMER: Okay.   (अच्छा जी।)\n[46s] AGENT: Yesterday there was a lot of demand for 1.6.   (कल तो बहुत डिमांड था 1.6 का।)\n[47s] CUSTOMER: Okay. So what material is available there now?   (अच्छा जी। अभी फिर कौन सा माल पड़ा है जी वहां पे?)\n[50s] AGENT: The rest is all there, isn't it? Everything except 1.6 and 2 mm is there. 3, 4, 3.5, 6, 7, you will get everything.   (बाकी तो सब है ही ना। 1.6 और 2 mm के अलावा सब है। 3, 4, 3.5, 6, 7 सब मिल जाएगा आपको।)\n[54s] CUSTOMER: Okay.   (अच्छा जी।)\n[54s] AGENT: Hmm.   (हम्म।)\n[55s] CUSTOMER: Like, what is the rate for 2.5 today, sir?   (जैसे 2.5 का क्या रेट है सर आज का?)\n[57s] AGENT: 2.5, you are asking for the rate of 2.5?   (2.5, 2.5 का रेट बोल रहे हैं आप?)\n[59s] CUSTOMER: 2.5, yes.   (2.5 जी।)\n[60s] AGENT: The base rate is, the rate is 63 today. Yesterday's rate was 62, today the rate has become 63.   (बेस रेट चल रहा है, 63 का रेट चल रहा है आज। कल कल का रेट था 62, आज रेट हो गया 63।)\n[63s] CUSTOMER: 63, yes.   (63 जी।)\n[64s] AGENT: Yes, it's the base rate. In that, for 2.5, you add. How much will you add? Add one rupee.   (Yes, बेस रेट है। उसमें आप 2.5 में आप ऐड कर लीजिए। कितना ऐड कीजिएगा? एक रुपए ऐड कर लीजिए।)\n[68s] CUSTOMER: In what, sir?   (किसमें जी?)\n[68s] AGENT: The extra that is there for 2.5.   (एक्स्ट्रा जो होता है ना 2.5 में।)\n[70s] CUSTOMER: Okay.   (अच्छा जी।)\n[71s] AGENT: So it will come to 64 for you. Ex-Ghaziabad.   (तो 64 आएगा आपको। Ex-Ghaziabad.)\n[74s] CUSTOMER: Okay. 2.4... 5 has a rate of 64.   (अच्छा जी। 2.4... 5 का 64 रेट है।)\n[76s] AGENT: Yes.   (हां।)\n[76s] CUSTOMER: Ex-Faridabad, sir?   (Ex-Faridabad जी?)\n[77s] AGENT: Ghaziabad.\n[78s] CUSTOMER: Okay. So   (अच्छा जी। तो)\n[79s] AGENT: What do you do? I mean, do you do trading or some manufacturing?   (आप क्या करते हैं? मतलब ट्रेडिंग करते हैं या कुछ मैन्युफैक्चरिंग करते हैं आप?)\n[81s] CUSTOMER: We, we have manufacturing as well as trading, both, sir.   (हम, हमारी मैन्युफैक्चरिंग भी है, ट्रेडिंग भी है, दोनों है सर।)\n[84s] AGENT: Okay, okay. Once or twice you had given an inquiry here, in 24/2023 in the system you had given an inquiry in 2024.   (अच्छा अच्छा। एक दो बार आप इंक्वायरी यहां दिया था, 24/2023 में सिस्टम में आप इंक्वायरी दिए थे 2024 में।)\n[87s] CUSTOMER: Yes, yes.   (हांजी हांजी।)\n[88s] AGENT: It couldn't be closed once. It must be starting in '24 now.   (एक बार क्लोज नहीं हो पाया था। अभी तो 24 में स्टार्ट हो रही होगी।)\n[90s] CUSTOMER: So the rate will be 64 plus freight to get it to Punjab.   (तो रेट 64 प्लस फ्रेट पड़ेगा जी पंजाब आने का।)\n[93s] AGENT: Yes, yes, yes, yes.   (जी जी जी जी।)\n[94s] CUSTOMER: Then it's getting very expensive.   (फिर तो बहुत महंगा पड़ रहा है।)\n[96s] AGENT: No no, I will get the best for you.   (नहीं नहीं, मैं बेस्ट करा दूंगा आपके लिए।)\n[97s] CUSTOMER: What will it be, sir?   (क्या हो जाएगा जी?)\n[98s] AGENT: Actually, we have to take the rate, sir. The rate is not in our hands. What happens is that in the software, in the category, the rate is entered, okay? Then I will give you the rate. The rate is not in our hands, sir, we also have to take the rate.   (अभी एक्चुअली रेट लेना पड़ता है सर। रेट हम लोगों के हाथ में नहीं होता है। क्या होता है ना कि मैं सॉफ्टवेयर में, कैटेगरी में रेट डालती है, ठीक है? फिर मैं आपको रेट दूंगा आपको। रेट हम लोगों के हाथ में नहीं होता सर, हम लोगों को भी रेट लेना पड़ता है।)\n[105s] CUSTOMER: So tell me the rate for 2.5 then, what will it be? Or 2...   (तो 2.5 का रेट बताइए फिर क्या पड़ेगा? या 2...)\n[107s] AGENT: You are asking for MS, right, or are you asking for SS?   (MS में बोल रहे हैं आप ना, कि SS में बोल रहे हैं?)\n[109s] CUSTOMER: Yes?   (हांजी?)\n[109s] AGENT: In SS or in MS?   (SS में कि MS में?)\n[110s] CUSTOMER: No, in MS HR, sir.   (नहीं MS HR में जी।)\n[112s] AGENT: Okay.   (ठीक है।)\n[113s] CUSTOMER: Yes.   (हांजी।)\n[113s] AGENT: What, what, what do you manufacture, sir?   (क्या क्या, क्या मैन्युफैक्चरिंग करते हैं सर आप?)\n[115s] CUSTOMER: We make combine parts, sir. For combine harvesters.   (हमारे कंबाइन पार्ट्स बनते हैं जी। कंबाइन हार्वेस्टर के।)\n[117s] AGENT: Do you mean Tata's?   (Tata का बोलते हैं क्या?)\n[119s] CUSTOMER: Yes?   (हांजी?)\n[120s] AGENT: The one that is Tata's.   (Tata जो होता है।)\n[121s] CUSTOMER: No, we make combine parts, sir.   (नहीं, हमारे कंबाइन पार्ट्स बनते हैं जी।)\n[122s] AGENT: Please hold for a minute, okay?   (एक मिनट होल्ड पे रहिएगा ना।)\n[124s] UNKNOWN: The person you are speaking to has put your call on hold. Please stay on the line. The person you are speaking to has put your call on hold. Please stay on the line. The person you are speaking with has put your call on hold. Please stay on the line. The person you are speaking to has put your call on hold.   (आप ज्या व्यक्तीशी बोलत आहात त्यांनी आपला कॉल होल्डवर ठेवला आहे. कृपया लाईनवर रहा. आप जिस व्यक्ति से बात कर रहे हैं, उन्होंने आपके कॉल को होल्ड पर रखा है। कृपया लाइन पर बने रहें। The person you are speaking with has put your call on hold. Please stay on the line. आपण ज्या व्यक्तीशी बोलत आहात त्यांनी आपला कॉल होल्डवर)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Marathi\"]",
  "turn_count": 67,
  "connected": 1,
  "audio_notes": "clear: The audio is clear, with some minor background noise that does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "67 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": "You must follow the pitch structure: start with permission, deliver a hook, and complete discovery before discussing pricing. The call was entirely reactive and missed most core steps.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "out_of_stock",
  "supply_details": "Agent stated that 1.6mm and 2mm HR were not available.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer of combine harvester parts in Punjab, inquired about HR coils. The agent stated that 1.6mm and 2mm HR were out of stock. The customer then asked for the price of 2.5mm HR and, upon hearing the ex-Ghaziabad rate, objected that it was too expensive. The call ended without resolution after the agent placed the customer on hold.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So I had called for that. Do you have any requirement for steel, sir?\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly to a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a proactive hook about price or availability; they reacted to the customer's questions.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What do you do? I mean, do you do trading or some manufacturing? ... What, what, what do you manufacture, sir?\", \"comment\": \"Agent only asked what the customer manufactures and their end application, missing 4 of the 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. When the customer objected to price, the agent deflected instead of using a relevant USP.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"2.5, you are asking for the rate of 2.5?\", \"comment\": \"While the customer specified a thickness (2.5mm), the agent failed to capture critical qualifying details like quantity or width.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Please hold for a minute, okay?\", \"comment\": \"The call ended abruptly after the agent put the customer on hold; no next step was discussed or committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure: start with permission, deliver a hook, and complete discovery before discussing pricing. The call was entirely reactive and missed most core steps.\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated that 1.6mm and 2mm HR were not available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Then it's getting very expensive.\", \"response\": \"No no, I will get the best for you. ... The rate is not in our hands, sir, we also have to take the rate.\"}], \"call_summary\": \"The customer, a manufacturer of combine harvester parts in Punjab, inquired about HR coils. The agent stated that 1.6mm and 2mm HR were out of stock. The customer then asked for the price of 2.5mm HR and, upon hearing the ex-Ghaziabad rate, objected that it was too expensive. The call ended without resolution after the agent placed the customer on hold.\"}",
  "error": null,
  "latency_ms": 30389,
  "input_tokens": 5066,
  "output_tokens": 890,
  "created_at": "2026-09-25 10:55:28",
  "sentiment": "negative",
  "sentiment_score": -0.181,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 9,
  "lex_hits": 23,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.62,
  "agent_talk_sec": 60.4,
  "customer_talk_sec": 37.0,
  "dead_air_sec": 158.6,
  "longest_monologue_sec": 6.4,
  "agent_wpm": 375.5,
  "interruptions": 0,
  "agent_turns": 33,
  "customer_turns": 33,
  "discovery_qs": 12,
  "words_agent": 378,
  "words_customer": 179,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912631251",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.07,
      "end_s": 5.57,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912631251",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.9,
      "end_s": 6.3,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912631251",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.3,
      "end_s": 6.67,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912631251",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 9.0,
      "text_en": "Hello, Namaskar sir, Abdul speaking from JSW.",
      "text_native": "हेलो नमस्कार सर, अब्दुल बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.47,
      "end_s": 10.07,
      "text_en": "Yes, yes sir.",
      "text_native": "हांजी हांजी सर।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.47,
      "end_s": 12.47,
      "text_en": "Your company is registered under the name Vikant Chand Premchand.",
      "text_native": "आपकी कंपनी है रजिस्टर विकांत चंद प्रेमचंद के नाम से।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.87,
      "end_s": 13.37,
      "text_en": "Okay.",
      "text_native": "अच्छा जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.77,
      "end_s": 15.87,
      "text_en": "So I had called for that. Do you have any requirement for steel, sir?",
      "text_native": "सो उसी के लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.47,
      "end_s": 18.27,
      "text_en": "Yes, which HR do you deal in?",
      "text_native": "हां, आप कौन से HR में डील करते हो?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.47,
      "end_s": 21.17,
      "text_en": "I deal in all materials in MS. HR, CR, GP, GI, PPGL, TMT, you will get everything.",
      "text_native": "मैं ऑल मटेरियल में डील करता हूं MS में। HR, CR, GP, GI, PPGL, TMT सब मिल जाएगा।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.17,
      "end_s": 22.27,
      "text_en": "Where are you calling from, sir?",
      "text_native": "कहां से बोल रहे हो सर आप?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.47,
      "end_s": 23.57,
      "text_en": "Mumbai head office.",
      "text_native": "मुंबई हेड ऑफिस।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.97,
      "end_s": 27.87,
      "text_en": "Okay. So the material, we are speaking from Punjab, so if we have to take the material, how will it be delivered?",
      "text_native": "अच्छा जी। तो माल हम तो पंजाब से बोल रहे हैं, तो माल लेना हो तो कैसे डिलीवरी होएगा?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.37,
      "end_s": 33.17,
      "text_en": "For the material, you will talk to me, the material will go from Ghaziabad. In Ghaziabad, I have my own warehouse, stockyard. People are also there. You will get the material from there.",
      "text_native": "माल आप मेरे से बात करेंगे, मटेरियल जाएगा गाजियाबाद से। गाजियाबाद में मेरा खुद का वेयरहाउस है, स्टॉकयार्ड है। वहां पे लोग भी बैठे हैं। वहां से मटेरियल मिल जाएगा।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 14,
      "speaker": "customer",
      "start_s": 33.17,
      "end_s": 35.07,
      "text_en": "What is available in HR there right now?",
      "text_native": "वहां पे अभी HR में क्या अवेलेबल है जी वहां पे?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.67,
      "end_s": 38.37,
      "text_en": "In HR, 1.6 and 2 mm are not available right now, the rest is all available.",
      "text_native": "HR में अभी 1.6 और 2 mm अवेलेबल नहीं है, बाकी सारा कुछ अवेलेबल है।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 16,
      "speaker": "customer",
      "start_s": 38.87,
      "end_s": 40.17,
      "text_en": "2 mm and 1.6 are not there?",
      "text_native": "2 mm और 1.6 नहीं है?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 17,
      "speaker": "agent",
      "start_s": 40.47,
      "end_s": 40.87,
      "text_en": "No, it's not.",
      "text_native": "नहीं है, हां।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.37,
      "end_s": 42.37,
      "text_en": "Okay. And what other gauge is there?",
      "text_native": "अच्छा जी। और कौन सी गेज है?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.47,
      "end_s": 44.57,
      "text_en": "It was there, it was there, but it finished two days ago.",
      "text_native": "था, था, लेकिन दो दिन पहले खत्म हो गया।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 20,
      "speaker": "customer",
      "start_s": 44.97,
      "end_s": 45.37,
      "text_en": "Okay.",
      "text_native": "अच्छा जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 21,
      "speaker": "agent",
      "start_s": 45.67,
      "end_s": 47.07,
      "text_en": "Yesterday there was a lot of demand for 1.6.",
      "text_native": "कल तो बहुत डिमांड था 1.6 का।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 22,
      "speaker": "customer",
      "start_s": 47.37,
      "end_s": 49.27,
      "text_en": "Okay. So what material is available there now?",
      "text_native": "अच्छा जी। अभी फिर कौन सा माल पड़ा है जी वहां पे?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 23,
      "speaker": "agent",
      "start_s": 49.57,
      "end_s": 53.27,
      "text_en": "The rest is all there, isn't it? Everything except 1.6 and 2 mm is there. 3, 4, 3.5, 6, 7, you will get everything.",
      "text_native": "बाकी तो सब है ही ना। 1.6 और 2 mm के अलावा सब है। 3, 4, 3.5, 6, 7 सब मिल जाएगा आपको।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 24,
      "speaker": "customer",
      "start_s": 53.57,
      "end_s": 53.97,
      "text_en": "Okay.",
      "text_native": "अच्छा जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 25,
      "speaker": "agent",
      "start_s": 54.37,
      "end_s": 54.67,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 26,
      "speaker": "customer",
      "start_s": 55.07,
      "end_s": 56.57,
      "text_en": "Like, what is the rate for 2.5 today, sir?",
      "text_native": "जैसे 2.5 का क्या रेट है सर आज का?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 27,
      "speaker": "agent",
      "start_s": 56.97,
      "end_s": 58.17,
      "text_en": "2.5, you are asking for the rate of 2.5?",
      "text_native": "2.5, 2.5 का रेट बोल रहे हैं आप?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 28,
      "speaker": "customer",
      "start_s": 58.57,
      "end_s": 59.17,
      "text_en": "2.5, yes.",
      "text_native": "2.5 जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 29,
      "speaker": "agent",
      "start_s": 59.57,
      "end_s": 62.87,
      "text_en": "The base rate is, the rate is 63 today. Yesterday's rate was 62, today the rate has become 63.",
      "text_native": "बेस रेट चल रहा है, 63 का रेट चल रहा है आज। कल कल का रेट था 62, आज रेट हो गया 63।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 30,
      "speaker": "customer",
      "start_s": 63.27,
      "end_s": 63.87,
      "text_en": "63, yes.",
      "text_native": "63 जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 31,
      "speaker": "agent",
      "start_s": 64.07,
      "end_s": 67.47,
      "text_en": "Yes, it's the base rate. In that, for 2.5, you add. How much will you add? Add one rupee.",
      "text_native": "Yes, बेस रेट है। उसमें आप 2.5 में आप ऐड कर लीजिए। कितना ऐड कीजिएगा? एक रुपए ऐड कर लीजिए।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 32,
      "speaker": "customer",
      "start_s": 67.77,
      "end_s": 68.27,
      "text_en": "In what, sir?",
      "text_native": "किसमें जी?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 33,
      "speaker": "agent",
      "start_s": 68.47,
      "end_s": 69.87,
      "text_en": "The extra that is there for 2.5.",
      "text_native": "एक्स्ट्रा जो होता है ना 2.5 में।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 34,
      "speaker": "customer",
      "start_s": 70.27,
      "end_s": 70.67,
      "text_en": "Okay.",
      "text_native": "अच्छा जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 35,
      "speaker": "agent",
      "start_s": 70.97,
      "end_s": 72.97,
      "text_en": "So it will come to 64 for you. Ex-Ghaziabad.",
      "text_native": "तो 64 आएगा आपको। Ex-Ghaziabad."
    },
    {
      "ucid": "21112178912631251",
      "idx": 36,
      "speaker": "customer",
      "start_s": 73.57,
      "end_s": 75.27,
      "text_en": "Okay. 2.4... 5 has a rate of 64.",
      "text_native": "अच्छा जी। 2.4... 5 का 64 रेट है।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 37,
      "speaker": "agent",
      "start_s": 75.67,
      "end_s": 75.97,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 38,
      "speaker": "customer",
      "start_s": 76.07,
      "end_s": 76.97,
      "text_en": "Ex-Faridabad, sir?",
      "text_native": "Ex-Faridabad जी?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 39,
      "speaker": "agent",
      "start_s": 77.37,
      "end_s": 77.97,
      "text_en": "Ghaziabad.",
      "text_native": "Ghaziabad."
    },
    {
      "ucid": "21112178912631251",
      "idx": 40,
      "speaker": "customer",
      "start_s": 78.37,
      "end_s": 78.97,
      "text_en": "Okay. So",
      "text_native": "अच्छा जी। तो"
    },
    {
      "ucid": "21112178912631251",
      "idx": 41,
      "speaker": "agent",
      "start_s": 79.07,
      "end_s": 81.07,
      "text_en": "What do you do? I mean, do you do trading or some manufacturing?",
      "text_native": "आप क्या करते हैं? मतलब ट्रेडिंग करते हैं या कुछ मैन्युफैक्चरिंग करते हैं आप?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 42,
      "speaker": "customer",
      "start_s": 81.37,
      "end_s": 83.37,
      "text_en": "We, we have manufacturing as well as trading, both, sir.",
      "text_native": "हम, हमारी मैन्युफैक्चरिंग भी है, ट्रेडिंग भी है, दोनों है सर।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 43,
      "speaker": "agent",
      "start_s": 83.57,
      "end_s": 86.87,
      "text_en": "Okay, okay. Once or twice you had given an inquiry here, in 24/2023 in the system you had given an inquiry in 2024.",
      "text_native": "अच्छा अच्छा। एक दो बार आप इंक्वायरी यहां दिया था, 24/2023 में सिस्टम में आप इंक्वायरी दिए थे 2024 में।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 44,
      "speaker": "customer",
      "start_s": 87.37,
      "end_s": 87.87,
      "text_en": "Yes, yes.",
      "text_native": "हांजी हांजी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 45,
      "speaker": "agent",
      "start_s": 88.17,
      "end_s": 89.87,
      "text_en": "It couldn't be closed once. It must be starting in '24 now.",
      "text_native": "एक बार क्लोज नहीं हो पाया था। अभी तो 24 में स्टार्ट हो रही होगी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 46,
      "speaker": "customer",
      "start_s": 89.87,
      "end_s": 92.47,
      "text_en": "So the rate will be 64 plus freight to get it to Punjab.",
      "text_native": "तो रेट 64 प्लस फ्रेट पड़ेगा जी पंजाब आने का।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 47,
      "speaker": "agent",
      "start_s": 92.87,
      "end_s": 93.67,
      "text_en": "Yes, yes, yes, yes.",
      "text_native": "जी जी जी जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 48,
      "speaker": "customer",
      "start_s": 94.07,
      "end_s": 95.27,
      "text_en": "Then it's getting very expensive.",
      "text_native": "फिर तो बहुत महंगा पड़ रहा है।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 49,
      "speaker": "agent",
      "start_s": 95.57,
      "end_s": 97.07,
      "text_en": "No no, I will get the best for you.",
      "text_native": "नहीं नहीं, मैं बेस्ट करा दूंगा आपके लिए।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 50,
      "speaker": "customer",
      "start_s": 97.37,
      "end_s": 98.07,
      "text_en": "What will it be, sir?",
      "text_native": "क्या हो जाएगा जी?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 51,
      "speaker": "agent",
      "start_s": 98.47,
      "end_s": 104.87,
      "text_en": "Actually, we have to take the rate, sir. The rate is not in our hands. What happens is that in the software, in the category, the rate is entered, okay? Then I will give you the rate. The rate is not in our hands, sir, we also have to take the rate.",
      "text_native": "अभी एक्चुअली रेट लेना पड़ता है सर। रेट हम लोगों के हाथ में नहीं होता है। क्या होता है ना कि मैं सॉफ्टवेयर में, कैटेगरी में रेट डालती है, ठीक है? फिर मैं आपको रेट दूंगा आपको। रेट हम लोगों के हाथ में नहीं होता सर, हम लोगों को भी रेट लेना पड़ता है।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 52,
      "speaker": "customer",
      "start_s": 105.37,
      "end_s": 106.97,
      "text_en": "So tell me the rate for 2.5 then, what will it be? Or 2...",
      "text_native": "तो 2.5 का रेट बताइए फिर क्या पड़ेगा? या 2..."
    },
    {
      "ucid": "21112178912631251",
      "idx": 53,
      "speaker": "agent",
      "start_s": 107.07,
      "end_s": 108.57,
      "text_en": "You are asking for MS, right, or are you asking for SS?",
      "text_native": "MS में बोल रहे हैं आप ना, कि SS में बोल रहे हैं?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 54,
      "speaker": "customer",
      "start_s": 108.77,
      "end_s": 109.17,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 55,
      "speaker": "agent",
      "start_s": 109.37,
      "end_s": 110.17,
      "text_en": "In SS or in MS?",
      "text_native": "SS में कि MS में?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 56,
      "speaker": "customer",
      "start_s": 110.47,
      "end_s": 111.57,
      "text_en": "No, in MS HR, sir.",
      "text_native": "नहीं MS HR में जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 57,
      "speaker": "agent",
      "start_s": 111.97,
      "end_s": 112.37,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 58,
      "speaker": "customer",
      "start_s": 112.67,
      "end_s": 112.97,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 59,
      "speaker": "agent",
      "start_s": 113.07,
      "end_s": 114.37,
      "text_en": "What, what, what do you manufacture, sir?",
      "text_native": "क्या क्या, क्या मैन्युफैक्चरिंग करते हैं सर आप?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 60,
      "speaker": "customer",
      "start_s": 114.67,
      "end_s": 117.07,
      "text_en": "We make combine parts, sir. For combine harvesters.",
      "text_native": "हमारे कंबाइन पार्ट्स बनते हैं जी। कंबाइन हार्वेस्टर के।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 61,
      "speaker": "agent",
      "start_s": 117.47,
      "end_s": 118.47,
      "text_en": "Do you mean Tata's?",
      "text_native": "Tata का बोलते हैं क्या?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 62,
      "speaker": "customer",
      "start_s": 118.77,
      "end_s": 119.17,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178912631251",
      "idx": 63,
      "speaker": "agent",
      "start_s": 119.57,
      "end_s": 120.37,
      "text_en": "The one that is Tata's.",
      "text_native": "Tata जो होता है।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 64,
      "speaker": "customer",
      "start_s": 120.77,
      "end_s": 122.07,
      "text_en": "No, we make combine parts, sir.",
      "text_native": "नहीं, हमारे कंबाइन पार्ट्स बनते हैं जी।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 65,
      "speaker": "agent",
      "start_s": 122.27,
      "end_s": 123.27,
      "text_en": "Please hold for a minute, okay?",
      "text_native": "एक मिनट होल्ड पे रहिएगा ना।"
    },
    {
      "ucid": "21112178912631251",
      "idx": 66,
      "speaker": "unknown",
      "start_s": 123.87,
      "end_s": 143.87,
      "text_en": "The person you are speaking to has put your call on hold. Please stay on the line. The person you are speaking to has put your call on hold. Please stay on the line. The person you are speaking with has put your call on hold. Please stay on the line. The person you are speaking to has put your call on hold.",
      "text_native": "आप ज्या व्यक्तीशी बोलत आहात त्यांनी आपला कॉल होल्डवर ठेवला आहे. कृपया लाईनवर रहा. आप जिस व्यक्ति से बात कर रहे हैं, उन्होंने आपके कॉल को होल्ड पर रखा है। कृपया लाइन पर बने रहें। The person you are speaking with has put your call on hold. Please stay on the line. आपण ज्या व्यक्तीशी बोलत आहात त्यांनी आपला कॉल होल्डवर"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912631251",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So I had called for that. Do you have any requirement for steel, sir?",
      "comment": "The agent did not ask for permission to speak, instead jumping directly to a requirement check."
    },
    {
      "ucid": "21112178912631251",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not lead with a proactive hook about price or availability; they reacted to the customer's questions."
    },
    {
      "ucid": "21112178912631251",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "What do you do? I mean, do you do trading or some manufacturing? ... What, what, what do you manufacture, sir?",
      "comment": "Agent only asked what the customer manufactures and their end application, missing 4 of the 6 required discovery questions."
    },
    {
      "ucid": "21112178912631251",
      "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. When the customer objected to price, the agent deflected instead of using a relevant USP."
    },
    {
      "ucid": "21112178912631251",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "2.5, you are asking for the rate of 2.5?",
      "comment": "While the customer specified a thickness (2.5mm), the agent failed to capture critical qualifying details like quantity or width."
    },
    {
      "ucid": "21112178912631251",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Please hold for a minute, okay?",
      "comment": "The call ended abruptly after the agent put the customer on hold; no next step was discussed or committed."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912631251",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Then it's getting very expensive.",
      "response": "No no, I will get the best for you. ... The rate is not in our hands, sir, we also have to take the rate."
    }
  ],
  "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": [
    "price"
  ]
}