{
  "ucid": "21112178945091384",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:11:53",
  "end_time": "2026-09-15 11:15:03",
  "duration_sec": 190,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5f12b6dfc7f033298156188e43b865eb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 122,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945091384__DIA5f12b6dfc7f033298156188e43b865eb.mp3",
  "audio_bytes": 487296,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 162.432,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes   (हां)\n[3s] AGENT: Good morning sir, I am Abdul speaking from JSW One.   (गुड मॉर्निंग सर, मैं अब्दुल बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Good morning.   (गुड मॉर्निंग।)\n[7s] AGENT: Sir, you had placed an inquiry for CR on the JSW platform.   (सर आपने JSW के प्लेटफार्म पे इन्क्वायरी आप डाले थे CR का।)\n[10s] CUSTOMER: Yes.   (हां।)\n[11s] AGENT: So I called for that. Did you need CR1 or CR2, sir?   (तो उसके लिए फोन किया। CR1 चाहिए था, CR2 चाहिए था सर आपको?)\n[13s] CUSTOMER: I need CR1.   (CR1 चाहिए।)\n[14s] AGENT: Okay, you need CR1. Okay. What is your purchase plan? By when will you purchase?   (अच्छा CR1 चाहिए। ओके। परचेस प्लान क्या है आपका? कब तक परचेस करेंगे आप?)\n[19s] CUSTOMER: Tell me the price, if it suits me, I will take it.   (मेरे को प्राइस बताओ, अगर मेरे को पूरेगा तो मैं ले लूंगा।)\n[22s] AGENT: No, we had given it once or twice, sir. Last time I had given you the rate, but the rate didn't suit you.   (नहीं एक दो बार हम दिए थे सर, पिछले बार मैं आपको रेट दिया था बट रेट जमा नहीं था आपको।)\n[25s] CUSTOMER: So if the rate doesn't suit me, how will I take it? If I'm getting it for less than the rate you are giving in the market here, then how will I take it?   (तो रेट नहीं पूरेगा तो कैसे लूंगा? आप जो रेट दे रहे हो उससे कम में यहां मार्केट में मिल रहा है तो फिर कैसे लूंगा?)\n[30s] AGENT: Right now, sir, there is no HR CR material in the market, but okay, I am still giving the rate, okay?   (अभी तो मार्केट में सर मटेरियल है ही नहीं HR CR, बट फिर ठीक है मैं फिर भी रेट दे दे रहा हूं, ठीक है?)\n[34s] CUSTOMER: What?   (क्या?)\n[34s] AGENT: How many tons do you need?   (कितना टन चाहिए आपको?)\n[36s] CUSTOMER: Fifteen-fifteen tons.   (पंद्रह पंद्रह टन।)\n[37s] AGENT: You need fifteen tons, right? 0.5, 550 into 2500.   (पंद्रह टन चाहिए आपको ना? 0.5, 550 into 2500.)\n[40s] CUSTOMER: And I also need 0.4, fifteen tons.   (और 0.4 भी चाहिए पंद्रह टन।)\n[42s] AGENT: Okay, okay. What do you do, sir? Do you do trading or manufacturing?   (अच्छा अच्छा। क्या करते हैं आप सर? ट्रेडिंग करते हैं कि मैन्युफैक्चरिंग करते हैं आप?)\n[45s] CUSTOMER: Manufacturing.   (मैन्युफैक्चरिंग।)\n[46s] AGENT: Okay, okay, you do manufacturing. What do you make?   (अच्छा अच्छा, मैन्युफैक्चरिंग करते हैं। क्या बनाते हैं आप?)\n[48s] CUSTOMER: Almirah.   (अलमीरा।)\n[50s] AGENT: You make almirahs. Okay, okay. So CR2 must also be used, you mean only CR1? CR2 must also be used for CR almirahs, right?   (अलमीरा बनाते हैं। अच्छा अच्छा। तो CR2 भी तो लगता होगा, CR1 ही मतलब? CR2 भी तो लगता होगा आपको CR अलमीरा में?)\n[54s] CUSTOMER: I need only CR1.   (मुझे CR1 ही चाहिए।)\n[56s] AGENT: Okay, fine. If you need CR1, you will get it, no issue. I was asking that CR2 is also used in almirahs.   (अच्छा ठीक है, CR1 चाहिए तो मिल जाएगा, कोई इशू नहीं है। मैं पूछ रहा था कि CR2 भी तो लगता है अलमीरा में।)\n[101s] CUSTOMER: Hello.   (हेलो।)\n[102s] CUSTOMER: Yes, I need only CR1.   (हां, CR1 ही चाहिए मुझे।)\n[104s] AGENT: Okay sir, okay. I will give the rate for CR1, okay?   (ठीक है सर, ठीक है। मैं रेट दे देता हूं CR1 का, ठीक है?)\n[106s] CUSTOMER: Yes, tell me the price, if the price seems right to me, I will take it.   (हां, भाव बताओ, अगर मेरे को भाव बराबर लगा तो मैं ले लूंगा।)\n[108s] AGENT: No, it's okay, no problem sir, I am giving the rate. The price and all is fine, you can see. Whatever you get, you take it, okay? Right now, sir, what's happening is, in an increasing market, it's very difficult to hold both material and rate, okay? So if you, I will suggest, take the rate from wherever you can.   (नहीं ठीक है कोई नहीं सर, मैं रेट दे दे रहा हूं। भाव वगेरा तो ठीक है, देख लीजिए। जो मिल जाए आप ले लीजिए, ठीक है? अभी सर क्या है ना, इंक्रीजिंग मार्केट में मटेरियल और रेट दोनों होल्ड करना बहुत मुश्किल है, ठीक है? तो अगर आपको, मैं सजेशन करूंगा, रेट जहां से ले लीजिए आप।)\n[117s] CUSTOMER: Okay. Yes, I will take it, but the price for me... if I like the price, I will take it.   (ठीक है। हां ले लूंगा मैं, पर मेरे को भाव, मैं तो भाव अच्छा लगेगा तो मैं ले लूंगा।)\n[121s] AGENT: Hmm, that's the thing sir, that's right.   (हम्म, वो तो बात है सर, सही है।)\n[122s] CUSTOMER: Yes, if the price doesn't suit me, then I, I will ask you the price ten times. If your price is not right in ten times, I will not take it ten times.   (हां, भाव मुझे नहीं पूरेगा तो मैं, मैं दस बार आपको भाव पूछूंगा। दस बार में आपका भाव बराबर नहीं होगा तो मैं दस बार नहीं लूंगा।)\n[127s] AGENT: No no, it's okay, no problem.   (नहीं नहीं, ठीक है, कोई नहीं।)\n[128s] CUSTOMER: Business is done like this only, right brother?   (बिजनेस तो ऐसे ही होता है ना भैया?)\n[130s] AGENT: Yes, yes, right, what you're saying is right.   (जी जी, सही बात, सही बात है आपका।)\n[131s] CUSTOMER: Yes. If your price suits me, I will definitely take it, why wouldn't I take it?   (हां। आपका भाव अगर पूर गया तो मैं ले ही लूंगा, मैं क्यों नहीं लूंगा?)\n[133s] AGENT: Okay. Which make do you prefer? JSW or does any make work for you?   (ठीक है। आपको मेक कौन सा लगता है? JSW या फिर कोई भी मेक चलता है आपको?)\n[136s] CUSTOMER: JSW only.\n[137s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[138s] CUSTOMER: You are from JSW One MSME, right?   (JSW One में से हो ना आप MSME?)\n[140s] AGENT: Yes, from JSW One MSME.   (हां, JSW One MSME से है।)\n[142s] CUSTOMER: Yes. So do you keep other brands in it too?   (हां। तो उसमें दूसरी ब्रांड भी रखते हैं?)\n[143s] AGENT: Yes, yes, other brands are also here. Other brands are also onboarded. Like Tata, AMNS, all materials are there.   (हां हां, दूसरा ब्रांड भी यहां पर रहता है। ऑनबोर्डेड है दूसरे ब्रांड भी। Tata हो गया, AMNS हो गया, सभी रहता है मटेरियल।)\n[147s] CUSTOMER: No, that's no fun.   (नहीं, उसमें मजा नहीं आता।)\n[148s] AGENT: Okay, okay, I will give you the JSW rate.   (ठीक है, ठीक है, मैं आपको JSW का रेट देता हूं।)\n[150s] CUSTOMER: Hmm.   (हम्म।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 48,
  "connected": 1,
  "audio_notes": "clear: The conversation has some minor overlapping speech, but it is generally clear.",
  "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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.5,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When the customer insists on price, provide a firm quote and a specific timeline. Instead of saying the market is difficult, use our USPs like all-inclusive pricing to show value.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer inquired about the price for 30 tons of CR1 (15 tons of 0.5mm and 15 tons of 0.4mm) for almirah manufacturing. The agent revalidated most requirements and performed some discovery. However, the agent struggled to handle the customer's persistent price objections and did not provide a quote or a timeline for one, ending the call without a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed an inquiry for CR on the JSW platform.\", \"comment\": \"The agent correctly opened the call by referencing the customer's platform inquiry.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Did you need CR1 or CR2, sir?... How many tons do you need?... 0.5, 550 into 2500... What is your purchase plan? By when will you purchase?\", \"comment\": \"Agent confirmed product, quantity, dimensions, and timeline, but missed revalidating the delivery location.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"What do you do, sir? Do you do trading or manufacturing?... What do you make?... Which make do you prefer? JSW or does any make work for you?\", \"comment\": \"Agent successfully identified the end application (almirah manufacturing) and brand preference, but did not ask about monthly tonnage, JSW share, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will give the rate for CR1, okay?\", \"comment\": \"The agent promised to give a rate but did not provide a price on the call or commit to a specific timeline for sending the quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was asking that CR2 is also used in almirahs.\", \"comment\": \"The agent stuck to the customer's required product (CR) and only explored a relevant alternative (CR2) rather than pitching the whole portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer insists on price, provide a firm quote and a specific timeline. Instead of saying the market is difficult, use our USPs like all-inclusive pricing to show value.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"So if the rate doesn't suit me, how will I take it? If I'm getting it for less than the rate you are giving in the market here, then how will I take it?\", \"response\": \"Right now, sir, there is no HR CR material in the market, but okay, I am still giving the rate, okay?\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Tell me the price, if it suits me, I will take it.\", \"response\": \"Whatever you get, you take it, okay? Right now, sir, what's happening is, in an increasing market, it's very difficult to hold both material and rate, okay?\"}], \"call_summary\": \"The customer inquired about the price for 30 tons of CR1 (15 tons of 0.5mm and 15 tons of 0.4mm) for almirah manufacturing. The agent revalidated most requirements and performed some discovery. However, the agent struggled to handle the customer's persistent price objections and did not provide a quote or a timeline for one, ending the call without a clear next step.\"}",
  "error": null,
  "latency_ms": 29282,
  "input_tokens": 4594,
  "output_tokens": 1006,
  "created_at": "2026-09-25 10:51:40",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 2,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.601,
  "agent_talk_sec": 57.2,
  "customer_talk_sec": 38.0,
  "dead_air_sec": 94.8,
  "longest_monologue_sec": 8.5,
  "agent_wpm": 334.6,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 25,
  "discovery_qs": 16,
  "words_agent": 319,
  "words_customer": 195,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945091384",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.38,
      "end_s": 0.9,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178945091384",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.04,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178945091384",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.43,
      "end_s": 2.67,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178945091384",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 5.4,
      "text_en": "Good morning sir, I am Abdul speaking from JSW One.",
      "text_native": "गुड मॉर्निंग सर, मैं अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.8,
      "text_en": "Good morning.",
      "text_native": "गुड मॉर्निंग।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 9.8,
      "text_en": "Sir, you had placed an inquiry for CR on the JSW platform.",
      "text_native": "सर आपने JSW के प्लेटफार्म पे इन्क्वायरी आप डाले थे CR का।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.39,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 12.9,
      "text_en": "So I called for that. Did you need CR1 or CR2, sir?",
      "text_native": "तो उसके लिए फोन किया। CR1 चाहिए था, CR2 चाहिए था सर आपको?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.1,
      "end_s": 14.1,
      "text_en": "I need CR1.",
      "text_native": "CR1 चाहिए।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 18.4,
      "text_en": "Okay, you need CR1. Okay. What is your purchase plan? By when will you purchase?",
      "text_native": "अच्छा CR1 चाहिए। ओके। परचेस प्लान क्या है आपका? कब तक परचेस करेंगे आप?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.9,
      "end_s": 21.4,
      "text_en": "Tell me the price, if it suits me, I will take it.",
      "text_native": "मेरे को प्राइस बताओ, अगर मेरे को पूरेगा तो मैं ले लूंगा।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.7,
      "end_s": 24.5,
      "text_en": "No, we had given it once or twice, sir. Last time I had given you the rate, but the rate didn't suit you.",
      "text_native": "नहीं एक दो बार हम दिए थे सर, पिछले बार मैं आपको रेट दिया था बट रेट जमा नहीं था आपको।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.7,
      "end_s": 29.6,
      "text_en": "So if the rate doesn't suit me, how will I take it? If I'm getting it for less than the rate you are giving in the market here, then how will I take it?",
      "text_native": "तो रेट नहीं पूरेगा तो कैसे लूंगा? आप जो रेट दे रहे हो उससे कम में यहां मार्केट में मिल रहा है तो फिर कैसे लूंगा?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 33.6,
      "text_en": "Right now, sir, there is no HR CR material in the market, but okay, I am still giving the rate, okay?",
      "text_native": "अभी तो मार्केट में सर मटेरियल है ही नहीं HR CR, बट फिर ठीक है मैं फिर भी रेट दे दे रहा हूं, ठीक है?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 14,
      "speaker": "customer",
      "start_s": 33.9,
      "end_s": 34.2,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.3,
      "end_s": 35.4,
      "text_en": "How many tons do you need?",
      "text_native": "कितना टन चाहिए आपको?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 16,
      "speaker": "customer",
      "start_s": 35.8,
      "end_s": 36.8,
      "text_en": "Fifteen-fifteen tons.",
      "text_native": "पंद्रह पंद्रह टन।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 17,
      "speaker": "agent",
      "start_s": 37.1,
      "end_s": 39.9,
      "text_en": "You need fifteen tons, right? 0.5, 550 into 2500.",
      "text_native": "पंद्रह टन चाहिए आपको ना? 0.5, 550 into 2500."
    },
    {
      "ucid": "21112178945091384",
      "idx": 18,
      "speaker": "customer",
      "start_s": 40.3,
      "end_s": 42.0,
      "text_en": "And I also need 0.4, fifteen tons.",
      "text_native": "और 0.4 भी चाहिए पंद्रह टन।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.2,
      "end_s": 44.9,
      "text_en": "Okay, okay. What do you do, sir? Do you do trading or manufacturing?",
      "text_native": "अच्छा अच्छा। क्या करते हैं आप सर? ट्रेडिंग करते हैं कि मैन्युफैक्चरिंग करते हैं आप?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 20,
      "speaker": "customer",
      "start_s": 45.0,
      "end_s": 45.8,
      "text_en": "Manufacturing.",
      "text_native": "मैन्युफैक्चरिंग।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 21,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 48.1,
      "text_en": "Okay, okay, you do manufacturing. What do you make?",
      "text_native": "अच्छा अच्छा, मैन्युफैक्चरिंग करते हैं। क्या बनाते हैं आप?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 22,
      "speaker": "customer",
      "start_s": 48.5,
      "end_s": 49.2,
      "text_en": "Almirah.",
      "text_native": "अलमीरा।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 23,
      "speaker": "agent",
      "start_s": 49.6,
      "end_s": 53.6,
      "text_en": "You make almirahs. Okay, okay. So CR2 must also be used, you mean only CR1? CR2 must also be used for CR almirahs, right?",
      "text_native": "अलमीरा बनाते हैं। अच्छा अच्छा। तो CR2 भी तो लगता होगा, CR1 ही मतलब? CR2 भी तो लगता होगा आपको CR अलमीरा में?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 24,
      "speaker": "customer",
      "start_s": 54.1,
      "end_s": 55.3,
      "text_en": "I need only CR1.",
      "text_native": "मुझे CR1 ही चाहिए।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 25,
      "speaker": "agent",
      "start_s": 55.7,
      "end_s": 59.5,
      "text_en": "Okay, fine. If you need CR1, you will get it, no issue. I was asking that CR2 is also used in almirahs.",
      "text_native": "अच्छा ठीक है, CR1 चाहिए तो मिल जाएगा, कोई इशू नहीं है। मैं पूछ रहा था कि CR2 भी तो लगता है अलमीरा में।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 26,
      "speaker": "customer",
      "start_s": 101.0,
      "end_s": 101.5,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 27,
      "speaker": "customer",
      "start_s": 102.0,
      "end_s": 103.2,
      "text_en": "Yes, I need only CR1.",
      "text_native": "हां, CR1 ही चाहिए मुझे।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 28,
      "speaker": "agent",
      "start_s": 103.5,
      "end_s": 105.4,
      "text_en": "Okay sir, okay. I will give the rate for CR1, okay?",
      "text_native": "ठीक है सर, ठीक है। मैं रेट दे देता हूं CR1 का, ठीक है?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 29,
      "speaker": "customer",
      "start_s": 105.7,
      "end_s": 108.2,
      "text_en": "Yes, tell me the price, if the price seems right to me, I will take it.",
      "text_native": "हां, भाव बताओ, अगर मेरे को भाव बराबर लगा तो मैं ले लूंगा।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 30,
      "speaker": "agent",
      "start_s": 108.4,
      "end_s": 116.9,
      "text_en": "No, it's okay, no problem sir, I am giving the rate. The price and all is fine, you can see. Whatever you get, you take it, okay? Right now, sir, what's happening is, in an increasing market, it's very difficult to hold both material and rate, okay? So if you, I will suggest, take the rate from wherever you can.",
      "text_native": "नहीं ठीक है कोई नहीं सर, मैं रेट दे दे रहा हूं। भाव वगेरा तो ठीक है, देख लीजिए। जो मिल जाए आप ले लीजिए, ठीक है? अभी सर क्या है ना, इंक्रीजिंग मार्केट में मटेरियल और रेट दोनों होल्ड करना बहुत मुश्किल है, ठीक है? तो अगर आपको, मैं सजेशन करूंगा, रेट जहां से ले लीजिए आप।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 31,
      "speaker": "customer",
      "start_s": 117.0,
      "end_s": 120.8,
      "text_en": "Okay. Yes, I will take it, but the price for me... if I like the price, I will take it.",
      "text_native": "ठीक है। हां ले लूंगा मैं, पर मेरे को भाव, मैं तो भाव अच्छा लगेगा तो मैं ले लूंगा।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 32,
      "speaker": "agent",
      "start_s": 121.1,
      "end_s": 122.2,
      "text_en": "Hmm, that's the thing sir, that's right.",
      "text_native": "हम्म, वो तो बात है सर, सही है।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 33,
      "speaker": "customer",
      "start_s": 122.2,
      "end_s": 127.2,
      "text_en": "Yes, if the price doesn't suit me, then I, I will ask you the price ten times. If your price is not right in ten times, I will not take it ten times.",
      "text_native": "हां, भाव मुझे नहीं पूरेगा तो मैं, मैं दस बार आपको भाव पूछूंगा। दस बार में आपका भाव बराबर नहीं होगा तो मैं दस बार नहीं लूंगा।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 34,
      "speaker": "agent",
      "start_s": 127.3,
      "end_s": 128.2,
      "text_en": "No no, it's okay, no problem.",
      "text_native": "नहीं नहीं, ठीक है, कोई नहीं।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 35,
      "speaker": "customer",
      "start_s": 128.2,
      "end_s": 129.5,
      "text_en": "Business is done like this only, right brother?",
      "text_native": "बिजनेस तो ऐसे ही होता है ना भैया?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 36,
      "speaker": "agent",
      "start_s": 129.6,
      "end_s": 130.6,
      "text_en": "Yes, yes, right, what you're saying is right.",
      "text_native": "जी जी, सही बात, सही बात है आपका।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 37,
      "speaker": "customer",
      "start_s": 130.7,
      "end_s": 133.1,
      "text_en": "Yes. If your price suits me, I will definitely take it, why wouldn't I take it?",
      "text_native": "हां। आपका भाव अगर पूर गया तो मैं ले ही लूंगा, मैं क्यों नहीं लूंगा?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 38,
      "speaker": "agent",
      "start_s": 133.3,
      "end_s": 135.8,
      "text_en": "Okay. Which make do you prefer? JSW or does any make work for you?",
      "text_native": "ठीक है। आपको मेक कौन सा लगता है? JSW या फिर कोई भी मेक चलता है आपको?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 39,
      "speaker": "customer",
      "start_s": 136.0,
      "end_s": 136.9,
      "text_en": "JSW only.",
      "text_native": "JSW only."
    },
    {
      "ucid": "21112178945091384",
      "idx": 40,
      "speaker": "agent",
      "start_s": 137.3,
      "end_s": 137.9,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 41,
      "speaker": "customer",
      "start_s": 138.0,
      "end_s": 139.5,
      "text_en": "You are from JSW One MSME, right?",
      "text_native": "JSW One में से हो ना आप MSME?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 42,
      "speaker": "agent",
      "start_s": 139.8,
      "end_s": 141.1,
      "text_en": "Yes, from JSW One MSME.",
      "text_native": "हां, JSW One MSME से है।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 43,
      "speaker": "customer",
      "start_s": 141.5,
      "end_s": 142.9,
      "text_en": "Yes. So do you keep other brands in it too?",
      "text_native": "हां। तो उसमें दूसरी ब्रांड भी रखते हैं?"
    },
    {
      "ucid": "21112178945091384",
      "idx": 44,
      "speaker": "agent",
      "start_s": 143.0,
      "end_s": 146.8,
      "text_en": "Yes, yes, other brands are also here. Other brands are also onboarded. Like Tata, AMNS, all materials are there.",
      "text_native": "हां हां, दूसरा ब्रांड भी यहां पर रहता है। ऑनबोर्डेड है दूसरे ब्रांड भी। Tata हो गया, AMNS हो गया, सभी रहता है मटेरियल।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 45,
      "speaker": "customer",
      "start_s": 147.0,
      "end_s": 148.1,
      "text_en": "No, that's no fun.",
      "text_native": "नहीं, उसमें मजा नहीं आता।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 46,
      "speaker": "agent",
      "start_s": 148.3,
      "end_s": 150.0,
      "text_en": "Okay, okay, I will give you the JSW rate.",
      "text_native": "ठीक है, ठीक है, मैं आपको JSW का रेट देता हूं।"
    },
    {
      "ucid": "21112178945091384",
      "idx": 47,
      "speaker": "customer",
      "start_s": 150.5,
      "end_s": 150.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945091384",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had placed an inquiry for CR on the JSW platform.",
      "comment": "The agent correctly opened the call by referencing the customer's platform inquiry."
    },
    {
      "ucid": "21112178945091384",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "Did you need CR1 or CR2, sir?... How many tons do you need?... 0.5, 550 into 2500... What is your purchase plan? By when will you purchase?",
      "comment": "Agent confirmed product, quantity, dimensions, and timeline, but missed revalidating the delivery location."
    },
    {
      "ucid": "21112178945091384",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 2,
      "evidence": "What do you do, sir? Do you do trading or manufacturing?... What do you make?... Which make do you prefer? JSW or does any make work for you?",
      "comment": "Agent successfully identified the end application (almirah manufacturing) and brand preference, but did not ask about monthly tonnage, JSW share, or payment terms."
    },
    {
      "ucid": "21112178945091384",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will give the rate for CR1, okay?",
      "comment": "The agent promised to give a rate but did not provide a price on the call or commit to a specific timeline for sending the quote."
    },
    {
      "ucid": "21112178945091384",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I was asking that CR2 is also used in almirahs.",
      "comment": "The agent stuck to the customer's required product (CR) and only explored a relevant alternative (CR2) rather than pitching the whole portfolio."
    }
  ],
  "objections": [
    {
      "ucid": "21112178945091384",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "So if the rate doesn't suit me, how will I take it? If I'm getting it for less than the rate you are giving in the market here, then how will I take it?",
      "response": "Right now, sir, there is no HR CR material in the market, but okay, I am still giving the rate, okay?"
    },
    {
      "ucid": "21112178945091384",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Tell me the price, if it suits me, I will take it.",
      "response": "Whatever you get, you take it, okay? Right now, sir, what's happening is, in an increasing market, it's very difficult to hold both material and rate, okay?"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}