{
  "ucid": "21112178912792531",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 17:28:45",
  "end_time": "2026-09-11 17:33:07",
  "duration_sec": 262,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA54ba3afbaa2cb6f38138a6dc8e579251.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 162,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912792531__DIA54ba3afbaa2cb6f38138a6dc8e579251.mp3",
  "audio_bytes": 692712,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 230.904,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hey, give that white one, brother.   (ये वो ना वाइट दे भाई)\n[1s] UNKNOWN: Hello.\n[2s] AGENT: Hello sir, is this Shivam Agrawal speaking?   (Hello sir, Shivam Agrawal bol rahe hain?)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Yes, hello. I am Aditya Pandey calling from JSW.   (हां जी, नमस्ते। मैं आदित्य पांडे बात कर रहा था JSW से।)\n[7s] CUSTOMER: Okay.\n[8s] AGENT: Uh sir, you were listed on our platform, I called regarding that. Did you have any requirement in HR, sir?   (अह सर हमारे प्लेटफार्म पे आप लिस्टेड थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर HR में?)\n[11s] CUSTOMER: Uh sir, I need it in both HR and Galvalume.   (अह सर HR and Galvalume दोनों में चाहिए मुझे।)\n[14s] AGENT: Uh, is there any urgent requirement?   (अह कुछ है अर्जेंट में रिक्वायरमेंट?)\n[15s] CUSTOMER: Uh, it's not immediate immediate, but we can do it next week.   (अह इमीडिएट इमीडिएट नहीं है बट नेक्स्ट वीक में कर सकते हैं।)\n[18s] AGENT: Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupees per day.   (बताइएगा सर, क्योंकि क्या है अभी मार्केट का रेट तो बढ़ रहा है सर, आपको ही पता होगा। हर दिन, हर दिन एक दो रुपए बढ़े जा रहा है पर डे।)\n[23s] CUSTOMER: That is fine. And tell me one thing, uh, do you also do it on LC?   (वो तो ठीक है। और मुझे एक चीज बताइए, अह LC पे भी करते हैं क्या?)\n[28s] AGENT: Sir, see, the first one is advance, the first two are advance. We can also work on LC.   (सर देखिए, पहला तो एडवांस, पहला ही दो एडवांस होता है। LC पे भी हम लोग वर्क कर सकते हैं।)\n[30s] CUSTOMER: LC, on Letter of Credit?   (LC, Letter of Credit पे?)\n[31s] AGENT: Yes sir, we do it on LC.   (हां सर, करते हैं LC पे।)\n[32s] CUSTOMER: Your voice is gone.   (आवाज चली गई।)\n[32s] AGENT: The voice is gone.   (आवाज चली गई।)\n[33s] AGENT: Sir, can you hear me now?   (सर जी, आवाज आ रही है अभी?)\n[34s] CUSTOMER: Yes.   (हां जी।)\n[35s] AGENT: I was saying that sir, we can do it, but the first one or two transactions are advance, but we do LC as well.   (मैं बोल रहा था कि सर कर सकते हैं, लेकिन जो एक दो ट्रांजैक्शन होता है वो एडवांस होता है, लेकिन LC भी करते हैं।)\n[38s] CUSTOMER: Okay. No, like if it's an order of 100-150 tons.   (Okay. नहीं जैसे 100-150 ton का आर्डर हो।)\n[42s] AGENT: See sir, the first one, JSW has a rule that the first order should be advance. After that we can provide LC. We will do the work on LC, sir, there's no such issue.   (देखिए सर, अब पहला कैसा है ना, JSW का एक वो है, रूल है कि first order should be advance. After that we can provide LC. हम कर लेंगे सर LC में वर्क, ऐसा कोई इशू नहीं है।)\n[47s] AGENT: If you want, I can talk to my team for you and get you work on LC after the first order.   (चाहो तो आपको, मैं आपके लिए बात करके पहले आर्डर के बाद में दिलवा दूंगा LC पे वर्क।)\n[50s] CUSTOMER: Okay.\n[50s] AGENT: You can take one coil for now.   (आप एक coil ले लीजिए फिलहाल के लिए।)\n[52s] CUSTOMER: And okay. Do you have any draft text or something on what the requirement for LC is?   (और ठीक है। आपका कोई draft text वगेरा है उस पर LC का क्या रिक्वायरमेंट होता है?)\n[55s] AGENT: So for LC now, your [inaudible]   (तो अभी LC के लिए तो आपका [inaudible])\n[58s] CUSTOMER: Yes?   (हां जी?)\n[58s] AGENT: What is your turnover, GST [inaudible] and ITR permit, all that is there in it, sir.   (आपका turnover कितना है, GST [inaudible] और ITR permit सब रहता है सर उसमे तो।)\n[101s] CUSTOMER: No, the bank will give that but   (नहीं वो बैंक तो दे देगा लेकिन)\n[103s] AGENT: The finance guy will see that. Yes, when my finance team comes, I will get you connected with them for whatever the LC requirement is.   (वो तो फाइनेंस वाला देख लेगा। हां, वो जब मेरी फाइनेंस टीम आएगी ना, मैं उसके साथ आपको कनेक्ट करवा दूंगा जो भी LC का रिक्वायरमेंट होगा।)\n[107s] CUSTOMER: Okay.   (ठीक है।)\n[108s] AGENT: We will do it, there will be no issue with LC.   (कर लेंगे LC में कोई इशू नहीं होगा।)\n[110s] AGENT: First advance   (पहला एडवांस)\n[110s] CUSTOMER: Okay, for now, send me the price once, what is the availability.   (ठीक है, अभी मुझे, मुझे भाव तो भेजो एक बार, क्या अवेलेबिलिटी है।)\n[112s] AGENT: What material do you need? Which material do you need?   (क्या चाहिए आपको मटेरियल? कौनसा मटेरियल चाहिए आपको?)\n[114s] CUSTOMER: Galvalume 2mm.\n[115s] CUSTOMER: 350. YS 350, 350, YS 350.\n[118s] AGENT: One minute, one minute, yes. First Galvalume, you need this in Galvalume, right?   (एक मिनट, एक मिनट हां। पहले Galvalume, ये चाहिए ना आपको Galvalume में?)\n[121s] CUSTOMER: Hmm.   (हम्म।)\n[121s] AGENT: What coating will it have? Zinc coating?   (क्या कोटिंग क्या रहेगी इसकी? Zinc coating?)\n[123s] CUSTOMER: Yes, yes.   (हां हां।)\n[124s] AGENT: How much? 150?   (कितना है? 150?)\n[126s] CUSTOMER: 150 what?   (150 क्या?)\n[127s] AGENT: No, what were you saying about the coating?   (नहीं, कोटिंग क्या बोल रहे थे आप?)\n[128s] CUSTOMER: YS 350.\n[129s] AGENT: YS 350, right?   (YS 350 ना?)\n[130s] CUSTOMER: Yes.   (हां जी।)\n[131s] AGENT: Sir, in this, if we give zinc coating, how much is it, I mean, 80 GSM is available, 120 is available, 70 is available, 50...   (सर इसमें तो zinc coating देते तो कितनी रहती है मतलब 80 GSM आता है, 120 आता है, 70 आता है, 50...)\n[135s] CUSTOMER: In this, which ones are available right now in Galvalume?   (इसमें, इसमें कौनसे कौनसे अवेलेबल है अभी Galvalume में?)\n[137s] AGENT: GI, I am saying Galvalume.   (GI, Galvalume बोल रहा हूं।)\n[138s] AGENT: Yes, Galvalume, right? So in Galvalume, this 70 and 150 is available.   (हां Galvalume ना? तो Galvalume में ये 70 और 150 आता है।)\n[141s] CUSTOMER: Okay, send me for both.   (ठीक है, मुझे दोनों का भेज दो।)\n[143s] AGENT: Okay. And did you need E250 in HR?   (ठीक है। और E250 चाहिए था कि आपको HR में?)\n[145s] CUSTOMER: Yes.   (हां जी।)\n[145s] AGENT: E250. In which thickness did you need it?   (E250. कौनसा थिकनेस में चाहिए था?)\n[147s] CUSTOMER: Sorry? 2mm, 2mm.\n[148s] AGENT: 2mm, right?   (2mm ना?)\n[149s] CUSTOMER: Yes.   (हां जी।)\n[149s] AGENT: In 1250?   (1250 में?)\n[150s] CUSTOMER: Yes.   (हां जी।)\n[151s] AGENT: And where will the delivery be, sir?   (और डिलीवरी कहां रहेगी सर?)\n[152s] CUSTOMER: Chandigarh.\n[153s] AGENT: Chandigarh. Do you need it in Ludhiana or do you need it here only, in Chandigarh?   (Chandigarh. Ludhiana में चाहिए कि मतलब यही चाहिए, Chandigarh ही चाहिए आपको?)\n[156s] CUSTOMER: Hmm.   (हम्म।)\n[156s] CUSTOMER: We will see that finally, whether to take Ludhiana or Chandigarh.   (वो तो देख लेंगे फाइनल, Ludhiana लेना है कि Chandigarh लेना है।)\n[158s] AGENT: I'll do one thing sir, right now I might have a shortage of Galvalume there, but I will check for E250 for you. We will get E250 in 2mm.   (मैं एक काम करता हूं सर, अभी मेरे पास शायद Galvalume का शॉर्टेज है उधर, पर मैं E250 का मैं आपको देख लेता हूं। E250 मिल जाएगा हमको 2mm में।)\n[202s] CUSTOMER: Okay.   (ठीक है।)\n[203s] AGENT: Do you have your own vehicle, sir, or would you like to get the transport done through us?   (आपका खुद का व्हीकल है सर कि आप हमारे थ्रू करवाना चाहेंगे ट्रांसपोर्ट?)\n[206s] CUSTOMER: No, you will do it.   (नहीं, आप ही करोगे।)\n[207s] AGENT: Okay.   (ठीक है।)\n[208s] CUSTOMER: Hmm.   (हम्म।)\n[209s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 73,
  "connected": 1,
  "audio_notes": "clear: The agent's side has typical call center background noise, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "73 turns, clean transcript (3% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You skipped discovery entirely. Before discussing requirements or policies like LC, you must first understand the customer's business (what they make, their monthly volume) to build rapport and tailor your pitch.",
  "usp_relevance": "matched",
  "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: right now I might have a shortage of Galvalume there",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer confirmed a requirement for HR and Galvalume and immediately asked about payment via Letter of Credit (LC). The agent explained the company policy (LC is possible after initial advance transactions) and gathered technical specifications for the material. The agent flagged a potential shortage of Galvalume and the call ended with an implicit agreement to provide a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh sir, you were listed on our platform, I called regarding that. Did you have any requirement in HR, sir?\", \"comment\": \"The agent identified himself and used the customer's name, but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupees per day.\", \"comment\": \"Agent successfully used a price increase signal as a hook to create urgency.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: See sir, the first one, JSW has a rule that the first order should be advance. After that we can provide LC.\", \"comment\": \"While the agent correctly addressed the customer's LC query, this was the only USP discussed; the rubric requires pitching 2-3 relevant USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Galvalume 2mm.\", \"comment\": \"The agent captured most qualification details (grade, thickness, width, location) but failed to ask for the required quantity for the order.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Okay, for now, send me the price once, what is the availability.\", \"comment\": \"The customer requested a quote and the agent proceeded to gather the necessary details, implying a quote would be sent as the next step.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You skipped discovery entirely. Before discussing requirements or policies like LC, you must first understand the customer's business (what they make, their monthly volume) to build rapport and tailor your pitch.\", \"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: right now I might have a shortage of Galvalume there\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: And tell me one thing, uh, do you also do it on LC?\", \"response\": \"AGENT: Sir, see, the first one is advance, the first two are advance. We can also work on LC.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: Okay, for now, send me the price once, what is the availability.\", \"response\": \"AGENT: What material do you need? Which material do you need?\"}], \"call_summary\": \"The customer confirmed a requirement for HR and Galvalume and immediately asked about payment via Letter of Credit (LC). The agent explained the company policy (LC is possible after initial advance transactions) and gathered technical specifications for the material. The agent flagged a potential shortage of Galvalume and the call ended with an implicit agreement to provide a quote.\"}",
  "error": null,
  "latency_ms": 39983,
  "input_tokens": 5063,
  "output_tokens": 1025,
  "created_at": "2026-09-25 10:55:06",
  "sentiment": "positive",
  "sentiment_score": 0.308,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 6,
  "lex_hits": 26,
  "objection_phrases": "[\"send_price_will_think\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.802,
  "agent_talk_sec": 155.3,
  "customer_talk_sec": 38.3,
  "dead_air_sec": 68.4,
  "longest_monologue_sec": 43.3,
  "agent_wpm": 166.1,
  "interruptions": 1,
  "agent_turns": 37,
  "customer_turns": 34,
  "discovery_qs": 21,
  "words_agent": 430,
  "words_customer": 157,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178912792531",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 0.78,
      "text_en": "Hey, give that white one, brother.",
      "text_native": "ये वो ना वाइट दे भाई"
    },
    {
      "ucid": "21112178912792531",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 0.78,
      "end_s": 1.28,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912792531",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.68,
      "end_s": 3.18,
      "text_en": "Hello sir, is this Shivam Agrawal speaking?",
      "text_native": "Hello sir, Shivam Agrawal bol rahe hain?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.32,
      "end_s": 3.62,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.9,
      "end_s": 6.4,
      "text_en": "Yes, hello. I am Aditya Pandey calling from JSW.",
      "text_native": "हां जी, नमस्ते। मैं आदित्य पांडे बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912792531",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.5,
      "end_s": 10.8,
      "text_en": "Uh sir, you were listed on our platform, I called regarding that. Did you have any requirement in HR, sir?",
      "text_native": "अह सर हमारे प्लेटफार्म पे आप लिस्टेड थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर HR में?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 13.5,
      "text_en": "Uh sir, I need it in both HR and Galvalume.",
      "text_native": "अह सर HR and Galvalume दोनों में चाहिए मुझे।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.9,
      "end_s": 14.9,
      "text_en": "Uh, is there any urgent requirement?",
      "text_native": "अह कुछ है अर्जेंट में रिक्वायरमेंट?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 17.6,
      "text_en": "Uh, it's not immediate immediate, but we can do it next week.",
      "text_native": "अह इमीडिएट इमीडिएट नहीं है बट नेक्स्ट वीक में कर सकते हैं।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 23.1,
      "text_en": "Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupees per day.",
      "text_native": "बताइएगा सर, क्योंकि क्या है अभी मार्केट का रेट तो बढ़ रहा है सर, आपको ही पता होगा। हर दिन, हर दिन एक दो रुपए बढ़े जा रहा है पर डे।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.4,
      "end_s": 27.5,
      "text_en": "That is fine. And tell me one thing, uh, do you also do it on LC?",
      "text_native": "वो तो ठीक है। और मुझे एक चीज बताइए, अह LC पे भी करते हैं क्या?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 30.2,
      "text_en": "Sir, see, the first one is advance, the first two are advance. We can also work on LC.",
      "text_native": "सर देखिए, पहला तो एडवांस, पहला ही दो एडवांस होता है। LC पे भी हम लोग वर्क कर सकते हैं।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 13,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 30.6,
      "text_en": "LC, on Letter of Credit?",
      "text_native": "LC, Letter of Credit पे?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.6,
      "end_s": 31.8,
      "text_en": "Yes sir, we do it on LC.",
      "text_native": "हां सर, करते हैं LC पे।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.3,
      "text_en": "Your voice is gone.",
      "text_native": "आवाज चली गई।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.3,
      "end_s": 32.6,
      "text_en": "The voice is gone.",
      "text_native": "आवाज चली गई।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.9,
      "end_s": 34.0,
      "text_en": "Sir, can you hear me now?",
      "text_native": "सर जी, आवाज आ रही है अभी?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.1,
      "end_s": 34.4,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 19,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 38.2,
      "text_en": "I was saying that sir, we can do it, but the first one or two transactions are advance, but we do LC as well.",
      "text_native": "मैं बोल रहा था कि सर कर सकते हैं, लेकिन जो एक दो ट्रांजैक्शन होता है वो एडवांस होता है, लेकिन LC भी करते हैं।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 20,
      "speaker": "customer",
      "start_s": 38.4,
      "end_s": 41.2,
      "text_en": "Okay. No, like if it's an order of 100-150 tons.",
      "text_native": "Okay. नहीं जैसे 100-150 ton का आर्डर हो।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 21,
      "speaker": "agent",
      "start_s": 41.6,
      "end_s": 47.2,
      "text_en": "See sir, the first one, JSW has a rule that the first order should be advance. After that we can provide LC. We will do the work on LC, sir, there's no such issue.",
      "text_native": "देखिए सर, अब पहला कैसा है ना, JSW का एक वो है, रूल है कि first order should be advance. After that we can provide LC. हम कर लेंगे सर LC में वर्क, ऐसा कोई इशू नहीं है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 22,
      "speaker": "agent",
      "start_s": 47.2,
      "end_s": 50.2,
      "text_en": "If you want, I can talk to my team for you and get you work on LC after the first order.",
      "text_native": "चाहो तो आपको, मैं आपके लिए बात करके पहले आर्डर के बाद में दिलवा दूंगा LC पे वर्क।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 23,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 50.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912792531",
      "idx": 24,
      "speaker": "agent",
      "start_s": 50.5,
      "end_s": 51.8,
      "text_en": "You can take one coil for now.",
      "text_native": "आप एक coil ले लीजिए फिलहाल के लिए।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 25,
      "speaker": "customer",
      "start_s": 52.0,
      "end_s": 55.0,
      "text_en": "And okay. Do you have any draft text or something on what the requirement for LC is?",
      "text_native": "और ठीक है। आपका कोई draft text वगेरा है उस पर LC का क्या रिक्वायरमेंट होता है?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 26,
      "speaker": "agent",
      "start_s": 55.3,
      "end_s": 57.8,
      "text_en": "So for LC now, your [inaudible]",
      "text_native": "तो अभी LC के लिए तो आपका [inaudible]"
    },
    {
      "ucid": "21112178912792531",
      "idx": 27,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 58.2,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 28,
      "speaker": "agent",
      "start_s": 58.2,
      "end_s": 101.2,
      "text_en": "What is your turnover, GST [inaudible] and ITR permit, all that is there in it, sir.",
      "text_native": "आपका turnover कितना है, GST [inaudible] और ITR permit सब रहता है सर उसमे तो।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 29,
      "speaker": "customer",
      "start_s": 101.2,
      "end_s": 102.8,
      "text_en": "No, the bank will give that but",
      "text_native": "नहीं वो बैंक तो दे देगा लेकिन"
    },
    {
      "ucid": "21112178912792531",
      "idx": 30,
      "speaker": "agent",
      "start_s": 103.2,
      "end_s": 106.8,
      "text_en": "The finance guy will see that. Yes, when my finance team comes, I will get you connected with them for whatever the LC requirement is.",
      "text_native": "वो तो फाइनेंस वाला देख लेगा। हां, वो जब मेरी फाइनेंस टीम आएगी ना, मैं उसके साथ आपको कनेक्ट करवा दूंगा जो भी LC का रिक्वायरमेंट होगा।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 31,
      "speaker": "customer",
      "start_s": 106.8,
      "end_s": 107.3,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 32,
      "speaker": "agent",
      "start_s": 107.8,
      "end_s": 109.5,
      "text_en": "We will do it, there will be no issue with LC.",
      "text_native": "कर लेंगे LC में कोई इशू नहीं होगा।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 33,
      "speaker": "agent",
      "start_s": 110.0,
      "end_s": 110.5,
      "text_en": "First advance",
      "text_native": "पहला एडवांस"
    },
    {
      "ucid": "21112178912792531",
      "idx": 34,
      "speaker": "customer",
      "start_s": 109.5,
      "end_s": 111.8,
      "text_en": "Okay, for now, send me the price once, what is the availability.",
      "text_native": "ठीक है, अभी मुझे, मुझे भाव तो भेजो एक बार, क्या अवेलेबिलिटी है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 35,
      "speaker": "agent",
      "start_s": 112.1,
      "end_s": 113.5,
      "text_en": "What material do you need? Which material do you need?",
      "text_native": "क्या चाहिए आपको मटेरियल? कौनसा मटेरियल चाहिए आपको?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 36,
      "speaker": "customer",
      "start_s": 113.7,
      "end_s": 114.8,
      "text_en": "Galvalume 2mm.",
      "text_native": "Galvalume 2mm."
    },
    {
      "ucid": "21112178912792531",
      "idx": 37,
      "speaker": "customer",
      "start_s": 115.2,
      "end_s": 117.8,
      "text_en": "350. YS 350, 350, YS 350.",
      "text_native": "350. YS 350, 350, YS 350."
    },
    {
      "ucid": "21112178912792531",
      "idx": 38,
      "speaker": "agent",
      "start_s": 118.3,
      "end_s": 120.8,
      "text_en": "One minute, one minute, yes. First Galvalume, you need this in Galvalume, right?",
      "text_native": "एक मिनट, एक मिनट हां। पहले Galvalume, ये चाहिए ना आपको Galvalume में?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 39,
      "speaker": "customer",
      "start_s": 120.8,
      "end_s": 121.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 40,
      "speaker": "agent",
      "start_s": 121.4,
      "end_s": 122.8,
      "text_en": "What coating will it have? Zinc coating?",
      "text_native": "क्या कोटिंग क्या रहेगी इसकी? Zinc coating?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 41,
      "speaker": "customer",
      "start_s": 123.3,
      "end_s": 123.8,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 42,
      "speaker": "agent",
      "start_s": 124.5,
      "end_s": 125.4,
      "text_en": "How much? 150?",
      "text_native": "कितना है? 150?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 43,
      "speaker": "customer",
      "start_s": 125.7,
      "end_s": 126.3,
      "text_en": "150 what?",
      "text_native": "150 क्या?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 44,
      "speaker": "agent",
      "start_s": 126.7,
      "end_s": 128.2,
      "text_en": "No, what were you saying about the coating?",
      "text_native": "नहीं, कोटिंग क्या बोल रहे थे आप?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 45,
      "speaker": "customer",
      "start_s": 128.2,
      "end_s": 128.8,
      "text_en": "YS 350.",
      "text_native": "YS 350."
    },
    {
      "ucid": "21112178912792531",
      "idx": 46,
      "speaker": "agent",
      "start_s": 129.1,
      "end_s": 130.4,
      "text_en": "YS 350, right?",
      "text_native": "YS 350 ना?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 47,
      "speaker": "customer",
      "start_s": 130.4,
      "end_s": 130.7,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 48,
      "speaker": "agent",
      "start_s": 130.9,
      "end_s": 134.8,
      "text_en": "Sir, in this, if we give zinc coating, how much is it, I mean, 80 GSM is available, 120 is available, 70 is available, 50...",
      "text_native": "सर इसमें तो zinc coating देते तो कितनी रहती है मतलब 80 GSM आता है, 120 आता है, 70 आता है, 50..."
    },
    {
      "ucid": "21112178912792531",
      "idx": 49,
      "speaker": "customer",
      "start_s": 134.8,
      "end_s": 136.8,
      "text_en": "In this, which ones are available right now in Galvalume?",
      "text_native": "इसमें, इसमें कौनसे कौनसे अवेलेबल है अभी Galvalume में?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 50,
      "speaker": "agent",
      "start_s": 137.0,
      "end_s": 137.5,
      "text_en": "GI, I am saying Galvalume.",
      "text_native": "GI, Galvalume बोल रहा हूं।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 51,
      "speaker": "agent",
      "start_s": 137.5,
      "end_s": 141.2,
      "text_en": "Yes, Galvalume, right? So in Galvalume, this 70 and 150 is available.",
      "text_native": "हां Galvalume ना? तो Galvalume में ये 70 और 150 आता है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 52,
      "speaker": "customer",
      "start_s": 141.2,
      "end_s": 142.4,
      "text_en": "Okay, send me for both.",
      "text_native": "ठीक है, मुझे दोनों का भेज दो।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 53,
      "speaker": "agent",
      "start_s": 142.6,
      "end_s": 144.6,
      "text_en": "Okay. And did you need E250 in HR?",
      "text_native": "ठीक है। और E250 चाहिए था कि आपको HR में?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 54,
      "speaker": "customer",
      "start_s": 144.7,
      "end_s": 145.1,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 55,
      "speaker": "agent",
      "start_s": 145.4,
      "end_s": 146.5,
      "text_en": "E250. In which thickness did you need it?",
      "text_native": "E250. कौनसा थिकनेस में चाहिए था?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 56,
      "speaker": "customer",
      "start_s": 146.7,
      "end_s": 148.2,
      "text_en": "Sorry? 2mm, 2mm.",
      "text_native": "Sorry? 2mm, 2mm."
    },
    {
      "ucid": "21112178912792531",
      "idx": 57,
      "speaker": "agent",
      "start_s": 148.2,
      "end_s": 148.8,
      "text_en": "2mm, right?",
      "text_native": "2mm ना?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 58,
      "speaker": "customer",
      "start_s": 148.8,
      "end_s": 149.1,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 59,
      "speaker": "agent",
      "start_s": 149.3,
      "end_s": 150.0,
      "text_en": "In 1250?",
      "text_native": "1250 में?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 60,
      "speaker": "customer",
      "start_s": 150.1,
      "end_s": 150.5,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 61,
      "speaker": "agent",
      "start_s": 150.9,
      "end_s": 152.0,
      "text_en": "And where will the delivery be, sir?",
      "text_native": "और डिलीवरी कहां रहेगी सर?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 62,
      "speaker": "customer",
      "start_s": 152.3,
      "end_s": 152.9,
      "text_en": "Chandigarh.",
      "text_native": "Chandigarh."
    },
    {
      "ucid": "21112178912792531",
      "idx": 63,
      "speaker": "agent",
      "start_s": 153.3,
      "end_s": 155.5,
      "text_en": "Chandigarh. Do you need it in Ludhiana or do you need it here only, in Chandigarh?",
      "text_native": "Chandigarh. Ludhiana में चाहिए कि मतलब यही चाहिए, Chandigarh ही चाहिए आपको?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 64,
      "speaker": "customer",
      "start_s": 155.5,
      "end_s": 156.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 65,
      "speaker": "customer",
      "start_s": 156.2,
      "end_s": 158.2,
      "text_en": "We will see that finally, whether to take Ludhiana or Chandigarh.",
      "text_native": "वो तो देख लेंगे फाइनल, Ludhiana लेना है कि Chandigarh लेना है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 66,
      "speaker": "agent",
      "start_s": 158.5,
      "end_s": 201.8,
      "text_en": "I'll do one thing sir, right now I might have a shortage of Galvalume there, but I will check for E250 for you. We will get E250 in 2mm.",
      "text_native": "मैं एक काम करता हूं सर, अभी मेरे पास शायद Galvalume का शॉर्टेज है उधर, पर मैं E250 का मैं आपको देख लेता हूं। E250 मिल जाएगा हमको 2mm में।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 67,
      "speaker": "customer",
      "start_s": 202.0,
      "end_s": 202.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 68,
      "speaker": "agent",
      "start_s": 203.0,
      "end_s": 206.0,
      "text_en": "Do you have your own vehicle, sir, or would you like to get the transport done through us?",
      "text_native": "आपका खुद का व्हीकल है सर कि आप हमारे थ्रू करवाना चाहेंगे ट्रांसपोर्ट?"
    },
    {
      "ucid": "21112178912792531",
      "idx": 69,
      "speaker": "customer",
      "start_s": 206.0,
      "end_s": 207.0,
      "text_en": "No, you will do it.",
      "text_native": "नहीं, आप ही करोगे।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 70,
      "speaker": "agent",
      "start_s": 207.3,
      "end_s": 207.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 71,
      "speaker": "customer",
      "start_s": 208.0,
      "end_s": 208.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178912792531",
      "idx": 72,
      "speaker": "agent",
      "start_s": 209.0,
      "end_s": 209.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912792531",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Uh sir, you were listed on our platform, I called regarding that. Did you have any requirement in HR, sir?",
      "comment": "The agent identified himself and used the customer's name, but did not ask for permission to speak."
    },
    {
      "ucid": "21112178912792531",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupees per day.",
      "comment": "Agent successfully used a price increase signal as a hook to create urgency."
    },
    {
      "ucid": "21112178912792531",
      "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, such as what they manufacture, their monthly tonnage, or current suppliers."
    },
    {
      "ucid": "21112178912792531",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: See sir, the first one, JSW has a rule that the first order should be advance. After that we can provide LC.",
      "comment": "While the agent correctly addressed the customer's LC query, this was the only USP discussed; the rubric requires pitching 2-3 relevant USPs."
    },
    {
      "ucid": "21112178912792531",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Galvalume 2mm.",
      "comment": "The agent captured most qualification details (grade, thickness, width, location) but failed to ask for the required quantity for the order."
    },
    {
      "ucid": "21112178912792531",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Okay, for now, send me the price once, what is the availability.",
      "comment": "The customer requested a quote and the agent proceeded to gather the necessary details, implying a quote would be sent as the next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912792531",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "CUSTOMER: And tell me one thing, uh, do you also do it on LC?",
      "response": "AGENT: Sir, see, the first one is advance, the first two are advance. We can also work on LC."
    },
    {
      "ucid": "21112178912792531",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "CUSTOMER: Okay, for now, send me the price once, what is the availability.",
      "response": "AGENT: What material do you need? Which material do you need?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": [
    "send_price_will_think"
  ]
}