{
  "ucid": "21112178945237481",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:36:14",
  "end_time": "2026-09-15 11:41:10",
  "duration_sec": 296,
  "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/DIAd3a8bfe9e60171f6e8a00660e93578ab.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 107,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945237481__DIAd3a8bfe9e60171f6e8a00660e93578ab.mp3",
  "audio_bytes": 831600,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 277.2,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?   (हेलो?)\n[7s] AGENT: Yes?   (हां जी?)\n[8s] AGENT: Hello sir, this is Aditya Pandey speaking from JSW.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था जेएसडब्ल्यू से।)\n[11s] CUSTOMER: Tell me.   (बताइए।)\n[11s] AGENT: Sir, you were registered on our platform, this call was regarding that. Do you have any requirement for HR this month, sir?   (सर जी हमारे प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर ये मंथ एचआर की?)\n[16s] CUSTOMER: If you tell me the rates, then I am interested. In 2 mm, 2 mm 900, 2 mm 1500, 1.6 1250.   (रेट्स आप मुझे बताएं तो मेरा तो इंटरेस्ट है। 2 mm में 2 mm 900, 2 mm 1500, 1.6 1250.)\n[21s] AGENT: Do you need this in coil form, sir, or sheet form?   (ये कॉइल फॉर्म में चाहिए सर कि शीट फॉर्म में?)\n[22s] CUSTOMER: In coil form.   (कॉइल फॉर्म में।)\n[24s] AGENT: So what do you mean, is it a manufacturing business or trading?   (तो आपका मतलब क्या मतलब मैन्युफैक्चरिंग का बिजनेस है कि ट्रेडिंग है?)\n[26s] CUSTOMER: I have decoiling, decoiling, slitting.   (मेरी डिकॉइलिंग है, डिकॉइलिंग है, स्लिटिंग है।)\n[29s] AGENT: Hmm hmm. Okay okay. So you are like a service provider.   (हम्म हम्म। ओके ओके। तो आप सर्विस प्रोवाइडर जैसे मतलब।)\n[30s] CUSTOMER: Yes yes. You can say service, I mean yes, trading plus   (हां हां। सर्विस कह सकते हैं मतलब हां ट्रेडिंग प्लस)\n[33s] AGENT: Correct sir, got it, got it. Okay sir. Like, I haven't received today's updated market rate. Anyway, the last was six... Where do you need the material?   (करेक्ट सर, गॉट इट, गॉट इट। ठीक है सर। जैसे कि अगर मैं आज का मेरे को मार्केट रेट अपडेट हो करके आया नहीं है। वैसे तो लास्ट तो सिक्स आपको कहां चाहिए मटेरियल?)\n[38s] CUSTOMER: Kanpur.   (कानपुर।)\n[39s] AGENT: Kanpur. Kanpur is difficult, sir. My stockyard is in Ghaziabad for now.   (कानपुर। कानपुर तो मुश्किल है सर। मेरा तो गाजियाबाद में ही है स्टॉकयार्ड फिलहाल।)\n[42s] CUSTOMER: Tell me the Ghaziabad price.   (प्राइस गाजियाबाद बताएं।)\n[44s] AGENT: Uh, one minute, will you stay on the line, sir?   (अह एक मिनट हां, लाइन पे रहेंगे सर?)\n[45s] CUSTOMER: Hmm.   (हम्म।)\n[47s] CUSTOMER: Or can you tell me the ex-plant price?   (या एक्स प्लांट बता सकते हो आप?)\n[48s] AGENT: Yes, I'll tell you the ex-plant price.   (हां मैं एक्स प्लांट बताता हूं आपको।)\n[56s] AGENT: Sir, it's 63 right now, sir.   (सर 63 चल रहा है सर अभी तो।)\n[58s] CUSTOMER: For what? I mean   (किस चीज का? मतलब)\n[59s] AGENT: For HR, sir. I have the rate from last Saturday at least.   (एचआर का सर। लास्ट उसका सैटरडे का रेट तो मेरे पास अभी वही है एटलीस्ट।)\n[101s] CUSTOMER: What thickness comes in 63? 2.5?   (63 में क्या थिकनेस आती है? 2.5?)\n[103s] AGENT: Uh, up to 2.5, sir, yes.   (अह 2.5 तक सर, येस।)\n[105s] CUSTOMER: You are saying 63 for 2.5?   (63 2.5 बता रहे हैं आप?)\n[107s] AGENT: Yes, the rates are increasing, sir, the market rate right now.   (हां, रेट्स बढ़ रहे हैं सर मार्केट रेट अभी तो।)\n[109s] CUSTOMER: Where is this, ex-Ghaziabad?   (ये कहां एक्स गाजियाबाद?)\n[110s] AGENT: Yes, for now sir, I mean, I can tell you that if it started at 61 on Monday, it reached 63 by Friday. It is expected to increase more today. But the official rate hasn't come yet. That's why I told you the rates from Saturday.   (हां अभी तो सर मतलब मैं आपको जैसे कि बता सकता हूं कि मतलब अगर मंडे स्टार्ट कोई 61 था, फ्राइडे तक वो 63 पे पहुंच गया है। अभी तो एक्सपेक्टेड है कि और इनक्रीस हो आज। पर अभी तक आया नहीं है ऑफिशियल रेट। इसलिए मैंने आपको वही सैटरडे के रेट्स बताए।)\n[118s] CUSTOMER: Actually, ex-Ghaziabad won't suit me. Will it suit... are you quoting from Jharsuguda?   (एक्चुअली एक्स गाजियाबाद सूट नहीं करेगा। सूट करेगा आप क्या झारसुगुड़ा का बता रहे हैं?)\n[122s] AGENT: No sir. This... one minute.   (नहीं सर। ये एक मिनट।)\n[124s] CUSTOMER: Where, which plant site is this from?   (कहां कौन सी प्लांट साइट से है ये?)\n[126s] CUSTOMER: Tell me the ex-plant price, because only then will I get a favorable freight. Right now we   (मेरे को एक्स प्लांट बताइए ना क्योंकि फ्रेट फिर मेरे को फेवरेबल तभी मिल पाएगा। अभी तो हम)\n[129s] AGENT: One minute sir, I'll have you speak to a colleague for a minute.   (एक मिनट सर, मैं एक कलीग से एक मिनट आपकी बात कराता हूं।)\n[133s] AGENT: Hello.   (हेलो।)\n[134s] CUSTOMER: Yes.   (हां जी।)\n[134s] AGENT: Yes sir, tell me, what were you discussing with him?   (हां सर, बोलिए क्या बात कर रहे थे आप इससे?)\n[136s] CUSTOMER: I'm saying, look, I am in Kanpur. I mean, I am between your plant and your stockyard. So the freight won't suit me like this. If we are to do business, then either you tell me the ex-plant price or the ex-Kanpur price.   (मैं मैं कह रहा हूं देखिए मैं कानपुर में हूं। मैं मतलब आपके प्लांट और आपके स्टॉकयार्ड के बीच में हूं। तो फ्रेट सूट नहीं करेगा ऐसे। अगर काम करना है ना तो या तो आप एक्स प्लांट बताओ या एक्स कानपुर बताओ।)\n[144s] AGENT: Sir, in Kanpur, our market is difficult, you know. Now look, if I give you the retail segment from Ghaziabad, right, then two rupees of freight will be added for you.   (सर कानपुर में ना मतलब डिफिकल्ट होता है हमारा मार्केट, यू नो। अभी देखो जो मैं रिटेल का सेगमेंट अगर आपको गाजियाबाद से दूं, है ना, तो दो रुपए तो फ्रेट लग जाएगा आपका।)\n[150s] CUSTOMER: That's what I'm saying, it's not favorable with that freight. You'll get it to Ghaziabad and then to me   (मैं वही कह रहा हूं ना कि वो फ्रेट पे फेवरेबल नहीं आता है। आप गाजियाबाद मंगा के फिर मेरे को)\n[152s] AGENT: I'll tell you the direct plant's FOR, right?   (मैं आपको ना डायरेक्ट प्लांट का एफ ओ आर बता देता हूं ना।)\n[155s] CUSTOMER: Yes, either you tell me the ex-plant price.   (हां आप या तो एक्स प्लांट का बता दो।)\n[156s] AGENT: Hmm hmm. You want to buy one coil each, right?   (हम्म हम्म। कॉइल खरीदना है ना आपको एक एक?)\n[158s] CUSTOMER: Yes. Which plant will you quote from, tell me that. If it's from Jharsuguda   (हां जी। कौन से प्लांट से बताओगे ये बताओ अगर झारसुगुड़ा का है)\n[160s] AGENT: No, from Vijayanagar, sir. From Vijayanagar or Dolvi. Yes.   (नहीं, विजयनगर से सर। विजयनगर या डोल्वी से। हां।)\n[163s] CUSTOMER: Tell me.   (बताइए।)\n[163s] AGENT: From the plant, it's FOR only, sir. Meaning, it's not ex-plant. It's a delivered rate only.   (प्लांट से सर एफ ओ आर ही आता है। मतलब एक्स नहीं होता प्लांट का। डिलीवर्ड रेट ही आता है।)\n[166s] CUSTOMER: If you can give a rate for Kanpur, then give that.   (कानपुर का एक रेट दे सकते हो तो वो दे दो आप।)\n[167s] AGENT: Yes yes, I mean yes, I will give you the FOR rate for Kanpur.   (हां हां, मतलब हां कानपुर का एफ ओ आर रेट दूंगा मैं आपको।)\n[169s] CUSTOMER: Yes, work out the Kanpur rate and tell me.   (हां कानपुर का वर्कआउट करके आप मुझे बता दो।)\n[171s] AGENT: Okay. Tell me the sizes and all in this. You'll take one coil each, right?   (ठीक है। साइजेस और वो बता देना आप इसमें। एक एक कॉइल लोगे ना?)\n[174s] CUSTOMER: I can take more. If the rates are right, I have sales. From sales, I lift around 800-1000 tons of material. From you also, I will take 400-500 tons a month.   (मैं तो ज्यादा भी ले लूंगा। रेट अगर सही पड़ते हैं, आएगा तो मेरा तो सेल्स है। मैं सेल्स से मैं लगभग आठ सौ हजार टन माल उठाता हूं। आपसे भी चार पांच सौ टन मैं महीना ले लूंगा।)\n[180s] AGENT: Hmm hmm. You have a trading business, right sir?   (हम्म हम्म। ट्रेडिंग का काम है ना सर आपका?)\n[182s] CUSTOMER: Yes, decoiling and slitting etc.   (हां, डिकॉइलिंग और स्लिटिंग वगैरह।)\n[184s] AGENT: Oh, you do processing. Okay. Okay.   (अच्छा, प्रोसेसिंग करते हो। ठीक है। ओके।)\n[187s] AGENT: Okay, well, I'll give you the plant's FOR once, how much it will be. Just send the sizes to Aditya. Okay?   (ठीक है, चलो मैं आपको ना एक बारी प्लांट का देता हूं एफ ओ आर कितना आएगा। आप एक बारी साइज डाल देना आदित्य को ही। ठीक है?)\n[191s] CUSTOMER: To whom, to whom? You send me a 'Hi' or 'Hello' on WhatsApp.   (किसको, किसको? आप मुझे कुछ WhatsApp पे हाय या हेलो भेज दो।)\n[193s] AGENT: I'll WhatsApp you. Yes yes, okay okay. You just give the sizes, which ones. Then I'll once   (मैं WhatsApp कर देता हूं। हां हां, ठीक है ठीक है। आप बस साइज दे दो कौन कौन सा। फिर मैं आपको एक बार)\n[196s] CUSTOMER: I'll send you the sizes then.   (मैं आपको फिर साइजेस भेजता हूं।)\n[197s] AGENT: Okay, okay.   (ठीक है, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 60,
  "connected": 1,
  "audio_notes": "clear: There is a brief moment of hold music and a change of agent during the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "60 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "Follow the pitch structure by delivering the supply-led hook upfront and conducting discovery before jumping into pricing and logistics.",
  "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": "not_in_stockyard",
  "supply_details": "Kanpur. Kanpur is difficult, sir. My stockyard is in Ghaziabad for now.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a processor in Kanpur, proactively requested rates for specific HR coil sizes. The agent initially stated serving Kanpur from the Ghaziabad stockyard was difficult. After a handover to a colleague, they pivoted to offering a delivered (FOR) price directly from the plant. The call concluded with an agreement to provide a quote via WhatsApp once the customer confirms the sizes.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello sir, this is Aditya Pandey speaking from JSW.\", \"comment\": \"The agent identified himself and JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HR this month, sir?\", \"comment\": \"The agent did not deliver a price or availability hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"So what do you mean, is it a manufacturing business or trading?\", \"comment\": \"Agent only asked about the business type; the customer volunteered their monthly tonnage, but no other discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation focused entirely on price and logistics.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: In 2 mm, 2 mm 900, 2 mm 1500, 1.6 1250.\", \"comment\": \"The agent successfully captured the requirement details (product, thickness, width, form, location) after the customer provided them proactively.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll WhatsApp you. Yes yes, okay okay. You just give the sizes, which ones. Then I'll once\", \"comment\": \"A clear next step was agreed: the agent will contact the customer on WhatsApp to get the final sizes and then provide a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Follow the pitch structure by delivering the supply-led hook upfront and conducting discovery before jumping into pricing and logistics.\", \"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\": \"not_in_stockyard\", \"supply_details\": \"Kanpur. Kanpur is difficult, sir. My stockyard is in Ghaziabad for now.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"Actually, ex-Ghaziabad won't suit me... If we are to do business, then either you tell me the ex-plant price or the ex-Kanpur price.\", \"response\": \"I'll tell you the direct plant's FOR, right?\"}], \"call_summary\": \"The customer, a processor in Kanpur, proactively requested rates for specific HR coil sizes. The agent initially stated serving Kanpur from the Ghaziabad stockyard was difficult. After a handover to a colleague, they pivoted to offering a delivered (FOR) price directly from the plant. The call concluded with an agreement to provide a quote via WhatsApp once the customer confirms the sizes.\"}",
  "error": null,
  "latency_ms": 40245,
  "input_tokens": 5258,
  "output_tokens": 915,
  "created_at": "2026-09-25 10:50:35",
  "sentiment": "positive",
  "sentiment_score": 0.758,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.676,
  "agent_talk_sec": 110.0,
  "customer_talk_sec": 52.7,
  "dead_air_sec": 133.3,
  "longest_monologue_sec": 42.7,
  "agent_wpm": 214.4,
  "interruptions": 0,
  "agent_turns": 31,
  "customer_turns": 29,
  "discovery_qs": 12,
  "words_agent": 393,
  "words_customer": 289,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945237481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.3,
      "end_s": 5.77,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 7.1,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.66,
      "end_s": 10.1,
      "text_en": "Hello sir, this is Aditya Pandey speaking from JSW.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था जेएसडब्ल्यू से।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 3,
      "speaker": "customer",
      "start_s": 10.6,
      "end_s": 11.11,
      "text_en": "Tell me.",
      "text_native": "बताइए।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 4,
      "speaker": "agent",
      "start_s": 11.48,
      "end_s": 14.9,
      "text_en": "Sir, you were registered on our platform, this call was regarding that. Do you have any requirement for HR this month, sir?",
      "text_native": "सर जी हमारे प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर ये मंथ एचआर की?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 5,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 20.28,
      "text_en": "If you tell me the rates, then I am interested. In 2 mm, 2 mm 900, 2 mm 1500, 1.6 1250.",
      "text_native": "रेट्स आप मुझे बताएं तो मेरा तो इंटरेस्ट है। 2 mm में 2 mm 900, 2 mm 1500, 1.6 1250."
    },
    {
      "ucid": "21112178945237481",
      "idx": 6,
      "speaker": "agent",
      "start_s": 20.7,
      "end_s": 22.3,
      "text_en": "Do you need this in coil form, sir, or sheet form?",
      "text_native": "ये कॉइल फॉर्म में चाहिए सर कि शीट फॉर्म में?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 7,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.3,
      "text_en": "In coil form.",
      "text_native": "कॉइल फॉर्म में।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 8,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 25.9,
      "text_en": "So what do you mean, is it a manufacturing business or trading?",
      "text_native": "तो आपका मतलब क्या मतलब मैन्युफैक्चरिंग का बिजनेस है कि ट्रेडिंग है?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 9,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 28.4,
      "text_en": "I have decoiling, decoiling, slitting.",
      "text_native": "मेरी डिकॉइलिंग है, डिकॉइलिंग है, स्लिटिंग है।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 10,
      "speaker": "agent",
      "start_s": 28.7,
      "end_s": 30.5,
      "text_en": "Hmm hmm. Okay okay. So you are like a service provider.",
      "text_native": "हम्म हम्म। ओके ओके। तो आप सर्विस प्रोवाइडर जैसे मतलब।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 11,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 32.3,
      "text_en": "Yes yes. You can say service, I mean yes, trading plus",
      "text_native": "हां हां। सर्विस कह सकते हैं मतलब हां ट्रेडिंग प्लस"
    },
    {
      "ucid": "21112178945237481",
      "idx": 12,
      "speaker": "agent",
      "start_s": 32.8,
      "end_s": 37.5,
      "text_en": "Correct sir, got it, got it. Okay sir. Like, I haven't received today's updated market rate. Anyway, the last was six... Where do you need the material?",
      "text_native": "करेक्ट सर, गॉट इट, गॉट इट। ठीक है सर। जैसे कि अगर मैं आज का मेरे को मार्केट रेट अपडेट हो करके आया नहीं है। वैसे तो लास्ट तो सिक्स आपको कहां चाहिए मटेरियल?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 13,
      "speaker": "customer",
      "start_s": 37.8,
      "end_s": 38.4,
      "text_en": "Kanpur.",
      "text_native": "कानपुर।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 14,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 41.8,
      "text_en": "Kanpur. Kanpur is difficult, sir. My stockyard is in Ghaziabad for now.",
      "text_native": "कानपुर। कानपुर तो मुश्किल है सर। मेरा तो गाजियाबाद में ही है स्टॉकयार्ड फिलहाल।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 15,
      "speaker": "customer",
      "start_s": 42.1,
      "end_s": 43.0,
      "text_en": "Tell me the Ghaziabad price.",
      "text_native": "प्राइस गाजियाबाद बताएं।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 16,
      "speaker": "agent",
      "start_s": 43.5,
      "end_s": 45.2,
      "text_en": "Uh, one minute, will you stay on the line, sir?",
      "text_native": "अह एक मिनट हां, लाइन पे रहेंगे सर?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 17,
      "speaker": "customer",
      "start_s": 45.4,
      "end_s": 45.7,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 18,
      "speaker": "customer",
      "start_s": 46.8,
      "end_s": 47.9,
      "text_en": "Or can you tell me the ex-plant price?",
      "text_native": "या एक्स प्लांट बता सकते हो आप?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 19,
      "speaker": "agent",
      "start_s": 48.4,
      "end_s": 49.7,
      "text_en": "Yes, I'll tell you the ex-plant price.",
      "text_native": "हां मैं एक्स प्लांट बताता हूं आपको।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 20,
      "speaker": "agent",
      "start_s": 56.0,
      "end_s": 57.4,
      "text_en": "Sir, it's 63 right now, sir.",
      "text_native": "सर 63 चल रहा है सर अभी तो।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 21,
      "speaker": "customer",
      "start_s": 57.6,
      "end_s": 58.3,
      "text_en": "For what? I mean",
      "text_native": "किस चीज का? मतलब"
    },
    {
      "ucid": "21112178945237481",
      "idx": 22,
      "speaker": "agent",
      "start_s": 58.6,
      "end_s": 101.3,
      "text_en": "For HR, sir. I have the rate from last Saturday at least.",
      "text_native": "एचआर का सर। लास्ट उसका सैटरडे का रेट तो मेरे पास अभी वही है एटलीस्ट।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 23,
      "speaker": "customer",
      "start_s": 101.3,
      "end_s": 102.8,
      "text_en": "What thickness comes in 63? 2.5?",
      "text_native": "63 में क्या थिकनेस आती है? 2.5?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 24,
      "speaker": "agent",
      "start_s": 103.3,
      "end_s": 104.7,
      "text_en": "Uh, up to 2.5, sir, yes.",
      "text_native": "अह 2.5 तक सर, येस।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 25,
      "speaker": "customer",
      "start_s": 105.4,
      "end_s": 106.7,
      "text_en": "You are saying 63 for 2.5?",
      "text_native": "63 2.5 बता रहे हैं आप?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 26,
      "speaker": "agent",
      "start_s": 107.2,
      "end_s": 108.9,
      "text_en": "Yes, the rates are increasing, sir, the market rate right now.",
      "text_native": "हां, रेट्स बढ़ रहे हैं सर मार्केट रेट अभी तो।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 27,
      "speaker": "customer",
      "start_s": 109.1,
      "end_s": 110.0,
      "text_en": "Where is this, ex-Ghaziabad?",
      "text_native": "ये कहां एक्स गाजियाबाद?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 28,
      "speaker": "agent",
      "start_s": 110.3,
      "end_s": 117.4,
      "text_en": "Yes, for now sir, I mean, I can tell you that if it started at 61 on Monday, it reached 63 by Friday. It is expected to increase more today. But the official rate hasn't come yet. That's why I told you the rates from Saturday.",
      "text_native": "हां अभी तो सर मतलब मैं आपको जैसे कि बता सकता हूं कि मतलब अगर मंडे स्टार्ट कोई 61 था, फ्राइडे तक वो 63 पे पहुंच गया है। अभी तो एक्सपेक्टेड है कि और इनक्रीस हो आज। पर अभी तक आया नहीं है ऑफिशियल रेट। इसलिए मैंने आपको वही सैटरडे के रेट्स बताए।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 29,
      "speaker": "customer",
      "start_s": 117.7,
      "end_s": 121.2,
      "text_en": "Actually, ex-Ghaziabad won't suit me. Will it suit... are you quoting from Jharsuguda?",
      "text_native": "एक्चुअली एक्स गाजियाबाद सूट नहीं करेगा। सूट करेगा आप क्या झारसुगुड़ा का बता रहे हैं?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 30,
      "speaker": "agent",
      "start_s": 121.8,
      "end_s": 123.1,
      "text_en": "No sir. This... one minute.",
      "text_native": "नहीं सर। ये एक मिनट।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 31,
      "speaker": "customer",
      "start_s": 123.9,
      "end_s": 125.2,
      "text_en": "Where, which plant site is this from?",
      "text_native": "कहां कौन सी प्लांट साइट से है ये?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 32,
      "speaker": "customer",
      "start_s": 126.1,
      "end_s": 129.2,
      "text_en": "Tell me the ex-plant price, because only then will I get a favorable freight. Right now we",
      "text_native": "मेरे को एक्स प्लांट बताइए ना क्योंकि फ्रेट फिर मेरे को फेवरेबल तभी मिल पाएगा। अभी तो हम"
    },
    {
      "ucid": "21112178945237481",
      "idx": 33,
      "speaker": "agent",
      "start_s": 129.2,
      "end_s": 131.4,
      "text_en": "One minute sir, I'll have you speak to a colleague for a minute.",
      "text_native": "एक मिनट सर, मैं एक कलीग से एक मिनट आपकी बात कराता हूं।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 34,
      "speaker": "agent",
      "start_s": 133.2,
      "end_s": 133.6,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 35,
      "speaker": "customer",
      "start_s": 133.8,
      "end_s": 134.2,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 36,
      "speaker": "agent",
      "start_s": 134.5,
      "end_s": 136.1,
      "text_en": "Yes sir, tell me, what were you discussing with him?",
      "text_native": "हां सर, बोलिए क्या बात कर रहे थे आप इससे?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 37,
      "speaker": "customer",
      "start_s": 136.3,
      "end_s": 143.4,
      "text_en": "I'm saying, look, I am in Kanpur. I mean, I am between your plant and your stockyard. So the freight won't suit me like this. If we are to do business, then either you tell me the ex-plant price or the ex-Kanpur price.",
      "text_native": "मैं मैं कह रहा हूं देखिए मैं कानपुर में हूं। मैं मतलब आपके प्लांट और आपके स्टॉकयार्ड के बीच में हूं। तो फ्रेट सूट नहीं करेगा ऐसे। अगर काम करना है ना तो या तो आप एक्स प्लांट बताओ या एक्स कानपुर बताओ।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 38,
      "speaker": "agent",
      "start_s": 143.9,
      "end_s": 149.6,
      "text_en": "Sir, in Kanpur, our market is difficult, you know. Now look, if I give you the retail segment from Ghaziabad, right, then two rupees of freight will be added for you.",
      "text_native": "सर कानपुर में ना मतलब डिफिकल्ट होता है हमारा मार्केट, यू नो। अभी देखो जो मैं रिटेल का सेगमेंट अगर आपको गाजियाबाद से दूं, है ना, तो दो रुपए तो फ्रेट लग जाएगा आपका।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 39,
      "speaker": "customer",
      "start_s": 149.9,
      "end_s": 152.3,
      "text_en": "That's what I'm saying, it's not favorable with that freight. You'll get it to Ghaziabad and then to me",
      "text_native": "मैं वही कह रहा हूं ना कि वो फ्रेट पे फेवरेबल नहीं आता है। आप गाजियाबाद मंगा के फिर मेरे को"
    },
    {
      "ucid": "21112178945237481",
      "idx": 40,
      "speaker": "agent",
      "start_s": 152.3,
      "end_s": 154.2,
      "text_en": "I'll tell you the direct plant's FOR, right?",
      "text_native": "मैं आपको ना डायरेक्ट प्लांट का एफ ओ आर बता देता हूं ना।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 41,
      "speaker": "customer",
      "start_s": 154.7,
      "end_s": 155.9,
      "text_en": "Yes, either you tell me the ex-plant price.",
      "text_native": "हां आप या तो एक्स प्लांट का बता दो।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 42,
      "speaker": "agent",
      "start_s": 156.3,
      "end_s": 157.8,
      "text_en": "Hmm hmm. You want to buy one coil each, right?",
      "text_native": "हम्म हम्म। कॉइल खरीदना है ना आपको एक एक?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 43,
      "speaker": "customer",
      "start_s": 158.1,
      "end_s": 159.9,
      "text_en": "Yes. Which plant will you quote from, tell me that. If it's from Jharsuguda",
      "text_native": "हां जी। कौन से प्लांट से बताओगे ये बताओ अगर झारसुगुड़ा का है"
    },
    {
      "ucid": "21112178945237481",
      "idx": 44,
      "speaker": "agent",
      "start_s": 159.9,
      "end_s": 162.1,
      "text_en": "No, from Vijayanagar, sir. From Vijayanagar or Dolvi. Yes.",
      "text_native": "नहीं, विजयनगर से सर। विजयनगर या डोल्वी से। हां।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 45,
      "speaker": "customer",
      "start_s": 162.6,
      "end_s": 163.0,
      "text_en": "Tell me.",
      "text_native": "बताइए।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 46,
      "speaker": "agent",
      "start_s": 163.3,
      "end_s": 165.9,
      "text_en": "From the plant, it's FOR only, sir. Meaning, it's not ex-plant. It's a delivered rate only.",
      "text_native": "प्लांट से सर एफ ओ आर ही आता है। मतलब एक्स नहीं होता प्लांट का। डिलीवर्ड रेट ही आता है।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 47,
      "speaker": "customer",
      "start_s": 165.9,
      "end_s": 167.4,
      "text_en": "If you can give a rate for Kanpur, then give that.",
      "text_native": "कानपुर का एक रेट दे सकते हो तो वो दे दो आप।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 48,
      "speaker": "agent",
      "start_s": 167.4,
      "end_s": 169.3,
      "text_en": "Yes yes, I mean yes, I will give you the FOR rate for Kanpur.",
      "text_native": "हां हां, मतलब हां कानपुर का एफ ओ आर रेट दूंगा मैं आपको।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 49,
      "speaker": "customer",
      "start_s": 169.3,
      "end_s": 170.8,
      "text_en": "Yes, work out the Kanpur rate and tell me.",
      "text_native": "हां कानपुर का वर्कआउट करके आप मुझे बता दो।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 50,
      "speaker": "agent",
      "start_s": 171.1,
      "end_s": 173.2,
      "text_en": "Okay. Tell me the sizes and all in this. You'll take one coil each, right?",
      "text_native": "ठीक है। साइजेस और वो बता देना आप इसमें। एक एक कॉइल लोगे ना?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 51,
      "speaker": "customer",
      "start_s": 173.7,
      "end_s": 180.0,
      "text_en": "I can take more. If the rates are right, I have sales. From sales, I lift around 800-1000 tons of material. From you also, I will take 400-500 tons a month.",
      "text_native": "मैं तो ज्यादा भी ले लूंगा। रेट अगर सही पड़ते हैं, आएगा तो मेरा तो सेल्स है। मैं सेल्स से मैं लगभग आठ सौ हजार टन माल उठाता हूं। आपसे भी चार पांच सौ टन मैं महीना ले लूंगा।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 52,
      "speaker": "agent",
      "start_s": 180.3,
      "end_s": 181.7,
      "text_en": "Hmm hmm. You have a trading business, right sir?",
      "text_native": "हम्म हम्म। ट्रेडिंग का काम है ना सर आपका?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 53,
      "speaker": "customer",
      "start_s": 182.1,
      "end_s": 183.7,
      "text_en": "Yes, decoiling and slitting etc.",
      "text_native": "हां, डिकॉइलिंग और स्लिटिंग वगैरह।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 54,
      "speaker": "agent",
      "start_s": 184.0,
      "end_s": 185.7,
      "text_en": "Oh, you do processing. Okay. Okay.",
      "text_native": "अच्छा, प्रोसेसिंग करते हो। ठीक है। ओके।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 55,
      "speaker": "agent",
      "start_s": 186.8,
      "end_s": 190.6,
      "text_en": "Okay, well, I'll give you the plant's FOR once, how much it will be. Just send the sizes to Aditya. Okay?",
      "text_native": "ठीक है, चलो मैं आपको ना एक बारी प्लांट का देता हूं एफ ओ आर कितना आएगा। आप एक बारी साइज डाल देना आदित्य को ही। ठीक है?"
    },
    {
      "ucid": "21112178945237481",
      "idx": 56,
      "speaker": "customer",
      "start_s": 190.8,
      "end_s": 192.6,
      "text_en": "To whom, to whom? You send me a 'Hi' or 'Hello' on WhatsApp.",
      "text_native": "किसको, किसको? आप मुझे कुछ WhatsApp पे हाय या हेलो भेज दो।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 57,
      "speaker": "agent",
      "start_s": 192.8,
      "end_s": 195.6,
      "text_en": "I'll WhatsApp you. Yes yes, okay okay. You just give the sizes, which ones. Then I'll once",
      "text_native": "मैं WhatsApp कर देता हूं। हां हां, ठीक है ठीक है। आप बस साइज दे दो कौन कौन सा। फिर मैं आपको एक बार"
    },
    {
      "ucid": "21112178945237481",
      "idx": 58,
      "speaker": "customer",
      "start_s": 195.6,
      "end_s": 196.8,
      "text_en": "I'll send you the sizes then.",
      "text_native": "मैं आपको फिर साइजेस भेजता हूं।"
    },
    {
      "ucid": "21112178945237481",
      "idx": 59,
      "speaker": "agent",
      "start_s": 197.0,
      "end_s": 197.5,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945237481",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello sir, this is Aditya Pandey speaking from JSW.",
      "comment": "The agent identified himself and JSW but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178945237481",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for HR this month, sir?",
      "comment": "The agent did not deliver a price or availability hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178945237481",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "So what do you mean, is it a manufacturing business or trading?",
      "comment": "Agent only asked about the business type; the customer volunteered their monthly tonnage, but no other discovery questions were asked."
    },
    {
      "ucid": "21112178945237481",
      "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; the conversation focused entirely on price and logistics."
    },
    {
      "ucid": "21112178945237481",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: In 2 mm, 2 mm 900, 2 mm 1500, 1.6 1250.",
      "comment": "The agent successfully captured the requirement details (product, thickness, width, form, location) after the customer provided them proactively."
    },
    {
      "ucid": "21112178945237481",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll WhatsApp you. Yes yes, okay okay. You just give the sizes, which ones. Then I'll once",
      "comment": "A clear next step was agreed: the agent will contact the customer on WhatsApp to get the final sizes and then provide a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178945237481",
      "obj_type": "price",
      "state": "handled",
      "evidence": "Actually, ex-Ghaziabad won't suit me... If we are to do business, then either you tell me the ex-plant price or the ex-Kanpur price.",
      "response": "I'll tell you the direct plant's FOR, right?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}