{
  "ucid": "21112178946818341",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 15:59:43",
  "end_time": "2026-09-15 16:04:39",
  "duration_sec": 296,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbdd3eff679ea14e4fc556081dfd29e97.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 44,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946818341__DIAbdd3eff679ea14e4fc556081dfd29e97.mp3",
  "audio_bytes": 837432,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 279.144,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] AGENT: Hello   (हेलो)\n[7s] CUSTOMER: Yes   (हां)\n[8s] AGENT: Yes, am I speaking with Shri Mangalam Furnitures, sir?   (या श्री मंगलम फर्नीचर्स बात कर रहे हैं सर?)\n[10s] CUSTOMER: Yes, Shri Mangalam.   (हां, श्री मंगलम)\n[11s] AGENT: This is Abdul speaking, sir, from JSW One.   (अब्दुल बात कर रहा हूं सर मैं जेएसडब्ल्यू वन से।)\n[13s] CUSTOMER: Speak, sir.   (बोलो सर।)\n[14s] AGENT: Uh sir, you had placed an inquiry, I think for CR one.   (अह सर जी आपने कुछ इन्क्वायरी डाला था आई थिंक सीआर वन का।)\n[17s] CUSTOMER: Yes, I had placed an inquiry for CR one.   (हां, सीआर वन का इन्क्वायरी डाला था।)\n[19s] AGENT: So I was asking for that, do you need CR one or CR two, sir?   (तो इसके लिए पूछ रहा था सीआर वन चाहिए कि सीआर टू चाहिए सर आपको?)\n[21s] CUSTOMER: I need furniture grade, CR one.   (फर्नीचर ग्रेड चाहिए सीआर वन।)\n[23s] AGENT: CR two... in furniture, CR two is used more.   (सीआर टू फर्नीचर में ज्यादा सीआर टू लगता है।)\n[25s] CUSTOMER: Okay.   (अच्छा।)\n[26s] AGENT: Hmm. It's CR two.   (हम्म। सीआर टू होता है।)\n[28s] CUSTOMER: Yes.   (हां।)\n[28s] AGENT: What do you do? Do you make furniture or   (क्या करते हैं आप? फर्नीचर बनाते हैं कि)\n[30s] CUSTOMER: We make almirahs, almirahs.   (अलमीरा बनाते हैं, अलमीरा।)\n[31s] AGENT: Yes, so both CR one and CR two work.   (हां तो सीआर वन सीआर टू दोनों चलता है।)\n[33s] CUSTOMER: Okay. No problem, we'll take CR two.   (अच्छा। कोई बात नहीं, सीआर टू लेंगे।)\n[35s] AGENT: What's the difference in it, between CR one and CR two?   (उसमें डिफरेंस क्या होता है सीआर वन सीआर टू में?)\n[37s] CUSTOMER: That's it, actually CR one is a bit hard, CR two is a bit soft, the material.   (वही एक्चुअली सीआर वन थोड़ा हार्ड होता है, सीआर टू थोड़ा सॉफ्ट होता है मटेरियल।)\n[40s] AGENT: Okay.   (अच्छा।)\n[41s] CUSTOMER: Hmm.   (हम्म।)\n[41s] AGENT: CR two is used more in furniture.   (फर्नीचर में ज्यादा सीआर टू लगता है।)\n[43s] CUSTOMER: But according to its softness, its hardness will reduce, right?   (मगर वो सॉफ्ट के हिसाब से उसके हार्डनेस कम हो जाएगी ना?)\n[46s] AGENT: Hardness, yes.   (हार्डनेस, हां।)\n[47s] CUSTOMER: Hardness doesn't reduce, hardness depends on your, what do you call it, on the material property.   (हार्डनेस कम नहीं होता, हार्डनेस डिपेंड करता है आपका, क्या बोलते हैं कि, मटेरियल प्रॉपर्टी के ऊपर।)\n[51s] AGENT: Okay.   (अच्छा।)\n[51s] CUSTOMER: Yes.   (हां।)\n[52s] AGENT: The one that comes for embossing, it's not that, right? Because a very soft material then   (वो फिर एम्बॉस करने के लिए जो आता है वो तो नहीं होता है ना? क्योंकि एकदम सॉफ्ट मटेरियल फिर)\n[55s] CUSTOMER: No, no, it won't go into that, it won't go into that. Very soft is CR four. CR four, CR two, CR one go into that.   (नहीं नहीं उसमें नहीं जाएगा, उसमें नहीं जाएगा। एकदम सॉफ्ट सीआर फोर जाता है। सीआर फोर, सीआर टू, सीआर वन उसी में जाता है।)\n[59s] AGENT: Hmm, correct.   (हम्म, बराबर।)\n[60s] CUSTOMER: No problem.   (कोई बात नहीं।)\n[60s] AGENT: CR two is used in almirahs.   (अलमारी में जाता है सीआर टू।)\n[62s] CUSTOMER: Hmm. Besides, from where I used to take the coil, was taking, there two [inaudible] 513's CR one [inaudible]   (हम्म। बाकी मैंने जहां से कोइल लेता था, ले रहा था, वहां दो [inaudible] 513 के सीआर वन [inaudible])\n[66s] AGENT: Okay, 513 is the grade for CR, 513 CR two.   (अच्छा 513 ग्रेड ही होता है सीआर का, 513 सीआर टू।)\n[68s] CUSTOMER: Okay.   (अच्छा।)\n[69s] AGENT: Do you want CR one? You tell me, I will give CR one as well. I have... I have all the material.   (सीआर वन देना है क्या? आप बोलिए मैं सीआर वन भी दे दूंगा। मुझे, मेरे पास सारा मटेरियल है।)\n[72s] CUSTOMER: Okay.   (ओके।)\n[73s] AGENT: Yes.   (हां।)\n[74s] CUSTOMER: What what   (क्या क्या)\n[74s] AGENT: I was suggesting to you to take CR two. Otherwise, I also have CR one, you will get whatever you need.   (मैं आपको इसलिए सजेस्ट कर रहा था कि सीआर टू आप ले लीजिए। अदरवाइज मेरे पास तो सीआर वन भी है, आपको जो चाहिए वो मिल जाएगा।)\n[78s] CUSTOMER: Give me the rate for both CR one and two.   (सीआर वन, टू का दोनों का रेट दे दो ना।)\n[80s] AGENT: Both, in one, tell me one, I'll give the rate. There's no difference in the rate. CR two is a common grade. So whichever you ask for, I will give you its rate.   (दोनों, एक में, कोई एक बोलिए का रेट दे देंगे। रेट में डिफरेंस नहीं आता है। सीआर टू कॉमन ग्रेड है। तो जिसका बोलेंगे मैं उसका रेट दे दूंगा आपको।)\n[85s] CUSTOMER: Okay, give me the rate for CR two.   (सीआर टू का रेट दे दो चलो।)\n[86s] AGENT: Okay, done. By when do you need to purchase?   (ठीक है, डन। कब तक परचेस करना है?)\n[88s] CUSTOMER: Uh, where are you calling from?   (अह आप कहां से बोल रहे हो?)\n[90s] AGENT: Mumbai head office.   (मुंबई हेड ऑफिस।)\n[91s] CUSTOMER: Mumbai head office. I need, let's say, uh, two-three sizes. I need point four zero, four five, five zero, six zero.   (मुंबई हेड ऑफिस। मुझे समझ लो, अह, दो तीन साइज चाहिए। मुझे पॉइंट फोर जीरो चाहिए, फोर फाइव चाहिए, फाइव जीरो चाहिए, सिक्स जीरो चाहिए।)\n[97s] AGENT: How many tons of each?   (कितना कितना टन?)\n[98s] CUSTOMER: One coil of each, meaning, you see, one coil is about eight tons, right?   (सभी की एक-एक कोइल, यानी समझ लो ना, एक कोइल आठ-एक टन की आती है ना?)\n[102s] AGENT: Okay.   (ठीक है।)\n[102s] CUSTOMER: So around sixty tons like that, meaning two coils of five zero, hmm, two coils of four zero, two coils of four five, one coil of six zero.   (तो ऐसी साठ टन के आसपास यानी दो कोइल फाइव जीरो की करनी है, हम्म, दो कोइल फोर जीरो की करनी है, दो कोइल फोर फाइव की करनी है, एक कोइल सिक्स जीरो की करनी है।)\n[109s] AGENT: Okay.   (ठीक है।)\n[110s] CUSTOMER: But its cutting length, I need to, uh, get it custom, meaning in five zero, I need to make it two thousand. Oh   (मगर उसकी कटिंग लेंथ मुझे अह कस्टम करनी है, यानी फाइव जीरो में दो हजार करना है। अरे)\n[114s] AGENT: Sir, it's like this, take some from me in the beginning at a normal rate, okay? Take one or two coils, I will get you some benefit in the next order, okay? In the next order... in the first order, we won't be able to give that much benefit. From the second order, I will get you a benefit, okay?   (सर ऐसा है, मेरे से आप स्टार्टिंग में ले लीजिए कुछ नॉर्मल रेट से, ठीक है? एक दो कोइल ले लीजिए, आपको नेक्स्ट ऑर्डर में कुछ बेनिफिट करा दूंगा, ठीक है? नेक्स्ट ऑर्डर में, फर्स्ट ऑर्डर में उतना बेनिफिट नहीं करा पाएंगे। सेकंड ऑर्डर से आपको मैं बेनिफिट करा दूंगा, ठीक है?)\n[122s] CUSTOMER: Okay.   (अच्छा।)\n[123s] AGENT: For now, you take two coils of eight tons each, okay?   (अभी के लिए आप दो कोइल ले लीजिए आठ-आठ टन का, ठीक है?)\n[125s] CUSTOMER: Okay.   (अच्छा।)\n[126s] AGENT: I am giving two coils of zero point five, 1250, eight tons, and zero by zero point four you need, right?   (दो कोइल जीरो पॉइंट फाइव में दे दे रहा हूं 1250, आठ टन, एंड जीरो बा जीरो पॉइंट फोर में चाहिए आपको ना?)\n[130s] CUSTOMER: Yes, I need it in zero four as well.   (हां, जीरो फोर में भी चाहिए।)\n[131s] AGENT: In zero four. For now, sir, I am making it sixteen tons, eight tons each, okay? Close one, in the second order   (जीरो फोर में। अभी के लिए सर सोलह टन कर दे रहा हूं आठ-आठ टन, ठीक है? एक क्लोज कर लीजिए, सेकंड ऑर्डर में)\n[134s] CUSTOMER: I won't get a sixteen-ton vehicle.   (मुझे सोलह टन की गाड़ी नहीं मिलेगी।)\n[136s] AGENT: Where do you need the delivery?   (आपका डिलीवरी कहां पे चाहिए?)\n[138s] CUSTOMER: Here in Gujarat, near Dahod.   (यहां गुजरात में दाहोद के पास चाहिए।)\n[140s] AGENT: Sir, the material will go to Gujarat only. I have my own warehouse in Ahmedabad, okay? The material will go from there.   (सर गुजरात में ही माल जाएगा। मेरा खुद का वेयरहाउस है अहमदाबाद में, ठीक है? वहां पे माल वहीं से जाएगा।)\n[144s] CUSTOMER: Ah, where is your warehouse?   (अह वेयरहाउस कहां पे है आपका?)\n[145s] AGENT: It's in Ahmedabad, it's in Kathwada, it's in Kanba, the material will go to you from there.   (अहमदाबाद में है, कथवाड़ा में है, कानबा में है, वहीं से माल जाएगा आपको।)\n[148s] CUSTOMER: Okay.   (अच्छा।)\n[149s] AGENT: Hmm. So okay, I'll give you the rate, okay?   (हम्म। तो ठीक है, मैं आपको रेट देता हूं, ठीक है?)\n[152s] CUSTOMER: Yes, yes.   (हां हां।)\n[152s] AGENT: By when do you have to close it?   (कब तक क्लोज करना है आपको?)\n[154s] CUSTOMER: Immediately, or let's say, get it written today, tomorrow, the day after, as soon as the material is cut, we will pick it up.   (इमीडिएटली, या समझ लो आज लिखवाओ, कल, परसों, माल जैसे ही कटिंग हो जाएगा तो उठा लेंगे।)\n[159s] AGENT: Okay. Which make do you use? Which JSW make will work for you?   (ठीक है। मेक कौन सा चलता है? जेएसडब्ल्यू कौन सा मेक चलेगा आपको?)\n[161s] CUSTOMER: I take JSW every time.   (जेएसडब्ल्यू में लेता हूं हर हर बार।)\n[164s] AGENT: Okay. I'll give you the rate, sir, okay?   (ठीक है। मैं रेट देता हूं सर आपको, ठीक है?)\n[166s] CUSTOMER: Yes.   (हां।)\n[166s] AGENT: Okay sir.   (ओके सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 77,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "77 turns, clean transcript (1% 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": 7.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "The customer was ready to buy immediately. You confirmed stock and location, but you must provide the price on the call to close the deal, instead of ending with 'I'll give you the rate'.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, an almirah manufacturer in Gujarat, inquired about CR coil. They confirmed a need for ~60 tons across multiple thicknesses and were ready to purchase immediately. The agent validated all requirements and confirmed local stock availability in Ahmedabad, but failed to provide a price on the call, ending with a promise to send a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had placed an inquiry, I think for CR one.\", \"comment\": \"Agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"full\", \"questions_hit\": 5, \"evidence\": \"Where do you need the delivery?\", \"comment\": \"Agent successfully revalidated all 5 key fields: product/grade, thickness, quantity, delivery location, and timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"What do you do? Do you make furniture or\", \"comment\": \"Agent discovered end application, current brand, and JSW share, but missed asking about total monthly requirement and payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Despite the customer being ready to buy immediately, the agent did not provide a price and ended the call by promising to send a rate later.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I have my own warehouse in Ahmedabad, okay? The material will go from there.\", \"comment\": \"Agent stayed focused on the customer's CR requirement and reinforced a relevant USP (local stockyard) without re-pitching other products.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"The customer was ready to buy immediately. You confirmed stock and location, but you must provide the price on the call to close the deal, instead of ending with 'I'll give you the rate'.\", \"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\": [], \"call_summary\": \"The customer, an almirah manufacturer in Gujarat, inquired about CR coil. They confirmed a need for ~60 tons across multiple thicknesses and were ready to purchase immediately. The agent validated all requirements and confirmed local stock availability in Ahmedabad, but failed to provide a price on the call, ending with a promise to send a quote.\"}",
  "error": null,
  "latency_ms": 33975,
  "input_tokens": 5513,
  "output_tokens": 706,
  "created_at": "2026-09-25 10:45:56",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 5,
  "lex_hits": 20,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.53,
  "agent_talk_sec": 71.3,
  "customer_talk_sec": 63.2,
  "dead_air_sec": 161.5,
  "longest_monologue_sec": 7.6,
  "agent_wpm": 359.3,
  "interruptions": 0,
  "agent_turns": 39,
  "customer_turns": 38,
  "discovery_qs": 21,
  "words_agent": 427,
  "words_customer": 302,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946818341",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.98,
      "end_s": 6.4,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178946818341",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.9,
      "end_s": 7.19,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178946818341",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.5,
      "end_s": 9.4,
      "text_en": "Yes, am I speaking with Shri Mangalam Furnitures, sir?",
      "text_native": "या श्री मंगलम फर्नीचर्स बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 10.5,
      "text_en": "Yes, Shri Mangalam.",
      "text_native": "हां, श्री मंगलम"
    },
    {
      "ucid": "21112178946818341",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 12.6,
      "text_en": "This is Abdul speaking, sir, from JSW One.",
      "text_native": "अब्दुल बात कर रहा हूं सर मैं जेएसडब्ल्यू वन से।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 13.4,
      "text_en": "Speak, sir.",
      "text_native": "बोलो सर।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 16.6,
      "text_en": "Uh sir, you had placed an inquiry, I think for CR one.",
      "text_native": "अह सर जी आपने कुछ इन्क्वायरी डाला था आई थिंक सीआर वन का।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 7,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 18.8,
      "text_en": "Yes, I had placed an inquiry for CR one.",
      "text_native": "हां, सीआर वन का इन्क्वायरी डाला था।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 8,
      "speaker": "agent",
      "start_s": 19.1,
      "end_s": 21.1,
      "text_en": "So I was asking for that, do you need CR one or CR two, sir?",
      "text_native": "तो इसके लिए पूछ रहा था सीआर वन चाहिए कि सीआर टू चाहिए सर आपको?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 9,
      "speaker": "customer",
      "start_s": 21.4,
      "end_s": 22.8,
      "text_en": "I need furniture grade, CR one.",
      "text_native": "फर्नीचर ग्रेड चाहिए सीआर वन।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 24.8,
      "text_en": "CR two... in furniture, CR two is used more.",
      "text_native": "सीआर टू फर्नीचर में ज्यादा सीआर टू लगता है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.3,
      "end_s": 25.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 12,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 27.2,
      "text_en": "Hmm. It's CR two.",
      "text_native": "हम्म। सीआर टू होता है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.6,
      "end_s": 27.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 29.9,
      "text_en": "What do you do? Do you make furniture or",
      "text_native": "क्या करते हैं आप? फर्नीचर बनाते हैं कि"
    },
    {
      "ucid": "21112178946818341",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 31.2,
      "text_en": "We make almirahs, almirahs.",
      "text_native": "अलमीरा बनाते हैं, अलमीरा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.2,
      "end_s": 32.8,
      "text_en": "Yes, so both CR one and CR two work.",
      "text_native": "हां तो सीआर वन सीआर टू दोनों चलता है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 17,
      "speaker": "customer",
      "start_s": 33.2,
      "end_s": 34.8,
      "text_en": "Okay. No problem, we'll take CR two.",
      "text_native": "अच्छा। कोई बात नहीं, सीआर टू लेंगे।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 18,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 36.8,
      "text_en": "What's the difference in it, between CR one and CR two?",
      "text_native": "उसमें डिफरेंस क्या होता है सीआर वन सीआर टू में?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 19,
      "speaker": "customer",
      "start_s": 37.1,
      "end_s": 39.8,
      "text_en": "That's it, actually CR one is a bit hard, CR two is a bit soft, the material.",
      "text_native": "वही एक्चुअली सीआर वन थोड़ा हार्ड होता है, सीआर टू थोड़ा सॉफ्ट होता है मटेरियल।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 40.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 21,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 41.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 22,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 42.6,
      "text_en": "CR two is used more in furniture.",
      "text_native": "फर्नीचर में ज्यादा सीआर टू लगता है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 23,
      "speaker": "customer",
      "start_s": 42.9,
      "end_s": 45.2,
      "text_en": "But according to its softness, its hardness will reduce, right?",
      "text_native": "मगर वो सॉफ्ट के हिसाब से उसके हार्डनेस कम हो जाएगी ना?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 24,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 46.5,
      "text_en": "Hardness, yes.",
      "text_native": "हार्डनेस, हां।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 25,
      "speaker": "customer",
      "start_s": 46.9,
      "end_s": 50.2,
      "text_en": "Hardness doesn't reduce, hardness depends on your, what do you call it, on the material property.",
      "text_native": "हार्डनेस कम नहीं होता, हार्डनेस डिपेंड करता है आपका, क्या बोलते हैं कि, मटेरियल प्रॉपर्टी के ऊपर।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 26,
      "speaker": "agent",
      "start_s": 50.6,
      "end_s": 50.9,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 27,
      "speaker": "customer",
      "start_s": 51.4,
      "end_s": 51.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 28,
      "speaker": "agent",
      "start_s": 52.1,
      "end_s": 55.1,
      "text_en": "The one that comes for embossing, it's not that, right? Because a very soft material then",
      "text_native": "वो फिर एम्बॉस करने के लिए जो आता है वो तो नहीं होता है ना? क्योंकि एकदम सॉफ्ट मटेरियल फिर"
    },
    {
      "ucid": "21112178946818341",
      "idx": 29,
      "speaker": "customer",
      "start_s": 55.1,
      "end_s": 58.8,
      "text_en": "No, no, it won't go into that, it won't go into that. Very soft is CR four. CR four, CR two, CR one go into that.",
      "text_native": "नहीं नहीं उसमें नहीं जाएगा, उसमें नहीं जाएगा। एकदम सॉफ्ट सीआर फोर जाता है। सीआर फोर, सीआर टू, सीआर वन उसी में जाता है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 30,
      "speaker": "agent",
      "start_s": 59.3,
      "end_s": 59.8,
      "text_en": "Hmm, correct.",
      "text_native": "हम्म, बराबर।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 31,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 60.4,
      "text_en": "No problem.",
      "text_native": "कोई बात नहीं।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 32,
      "speaker": "agent",
      "start_s": 60.4,
      "end_s": 61.4,
      "text_en": "CR two is used in almirahs.",
      "text_native": "अलमारी में जाता है सीआर टू।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 33,
      "speaker": "customer",
      "start_s": 62.1,
      "end_s": 66.2,
      "text_en": "Hmm. Besides, from where I used to take the coil, was taking, there two [inaudible] 513's CR one [inaudible]",
      "text_native": "हम्म। बाकी मैंने जहां से कोइल लेता था, ले रहा था, वहां दो [inaudible] 513 के सीआर वन [inaudible]"
    },
    {
      "ucid": "21112178946818341",
      "idx": 34,
      "speaker": "agent",
      "start_s": 66.2,
      "end_s": 68.2,
      "text_en": "Okay, 513 is the grade for CR, 513 CR two.",
      "text_native": "अच्छा 513 ग्रेड ही होता है सीआर का, 513 सीआर टू।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 35,
      "speaker": "customer",
      "start_s": 68.5,
      "end_s": 68.8,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 36,
      "speaker": "agent",
      "start_s": 69.0,
      "end_s": 71.6,
      "text_en": "Do you want CR one? You tell me, I will give CR one as well. I have... I have all the material.",
      "text_native": "सीआर वन देना है क्या? आप बोलिए मैं सीआर वन भी दे दूंगा। मुझे, मेरे पास सारा मटेरियल है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 37,
      "speaker": "customer",
      "start_s": 72.2,
      "end_s": 72.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 38,
      "speaker": "agent",
      "start_s": 73.1,
      "end_s": 73.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 39,
      "speaker": "customer",
      "start_s": 73.6,
      "end_s": 74.0,
      "text_en": "What what",
      "text_native": "क्या क्या"
    },
    {
      "ucid": "21112178946818341",
      "idx": 40,
      "speaker": "agent",
      "start_s": 74.0,
      "end_s": 77.6,
      "text_en": "I was suggesting to you to take CR two. Otherwise, I also have CR one, you will get whatever you need.",
      "text_native": "मैं आपको इसलिए सजेस्ट कर रहा था कि सीआर टू आप ले लीजिए। अदरवाइज मेरे पास तो सीआर वन भी है, आपको जो चाहिए वो मिल जाएगा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 41,
      "speaker": "customer",
      "start_s": 77.9,
      "end_s": 79.6,
      "text_en": "Give me the rate for both CR one and two.",
      "text_native": "सीआर वन, टू का दोनों का रेट दे दो ना।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 42,
      "speaker": "agent",
      "start_s": 80.1,
      "end_s": 84.2,
      "text_en": "Both, in one, tell me one, I'll give the rate. There's no difference in the rate. CR two is a common grade. So whichever you ask for, I will give you its rate.",
      "text_native": "दोनों, एक में, कोई एक बोलिए का रेट दे देंगे। रेट में डिफरेंस नहीं आता है। सीआर टू कॉमन ग्रेड है। तो जिसका बोलेंगे मैं उसका रेट दे दूंगा आपको।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 43,
      "speaker": "customer",
      "start_s": 84.6,
      "end_s": 85.9,
      "text_en": "Okay, give me the rate for CR two.",
      "text_native": "सीआर टू का रेट दे दो चलो।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 44,
      "speaker": "agent",
      "start_s": 86.1,
      "end_s": 87.8,
      "text_en": "Okay, done. By when do you need to purchase?",
      "text_native": "ठीक है, डन। कब तक परचेस करना है?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 45,
      "speaker": "customer",
      "start_s": 88.3,
      "end_s": 89.6,
      "text_en": "Uh, where are you calling from?",
      "text_native": "अह आप कहां से बोल रहे हो?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 46,
      "speaker": "agent",
      "start_s": 89.9,
      "end_s": 90.9,
      "text_en": "Mumbai head office.",
      "text_native": "मुंबई हेड ऑफिस।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 47,
      "speaker": "customer",
      "start_s": 91.3,
      "end_s": 96.8,
      "text_en": "Mumbai head office. I need, let's say, uh, two-three sizes. I need point four zero, four five, five zero, six zero.",
      "text_native": "मुंबई हेड ऑफिस। मुझे समझ लो, अह, दो तीन साइज चाहिए। मुझे पॉइंट फोर जीरो चाहिए, फोर फाइव चाहिए, फाइव जीरो चाहिए, सिक्स जीरो चाहिए।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 48,
      "speaker": "agent",
      "start_s": 97.1,
      "end_s": 97.9,
      "text_en": "How many tons of each?",
      "text_native": "कितना कितना टन?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 49,
      "speaker": "customer",
      "start_s": 98.2,
      "end_s": 101.2,
      "text_en": "One coil of each, meaning, you see, one coil is about eight tons, right?",
      "text_native": "सभी की एक-एक कोइल, यानी समझ लो ना, एक कोइल आठ-एक टन की आती है ना?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 50,
      "speaker": "agent",
      "start_s": 101.5,
      "end_s": 102.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 51,
      "speaker": "customer",
      "start_s": 102.5,
      "end_s": 108.8,
      "text_en": "So around sixty tons like that, meaning two coils of five zero, hmm, two coils of four zero, two coils of four five, one coil of six zero.",
      "text_native": "तो ऐसी साठ टन के आसपास यानी दो कोइल फाइव जीरो की करनी है, हम्म, दो कोइल फोर जीरो की करनी है, दो कोइल फोर फाइव की करनी है, एक कोइल सिक्स जीरो की करनी है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 52,
      "speaker": "agent",
      "start_s": 109.3,
      "end_s": 109.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 53,
      "speaker": "customer",
      "start_s": 110.2,
      "end_s": 114.2,
      "text_en": "But its cutting length, I need to, uh, get it custom, meaning in five zero, I need to make it two thousand. Oh",
      "text_native": "मगर उसकी कटिंग लेंथ मुझे अह कस्टम करनी है, यानी फाइव जीरो में दो हजार करना है। अरे"
    },
    {
      "ucid": "21112178946818341",
      "idx": 54,
      "speaker": "agent",
      "start_s": 114.2,
      "end_s": 121.8,
      "text_en": "Sir, it's like this, take some from me in the beginning at a normal rate, okay? Take one or two coils, I will get you some benefit in the next order, okay? In the next order... in the first order, we won't be able to give that much benefit. From the second order, I will get you a benefit, okay?",
      "text_native": "सर ऐसा है, मेरे से आप स्टार्टिंग में ले लीजिए कुछ नॉर्मल रेट से, ठीक है? एक दो कोइल ले लीजिए, आपको नेक्स्ट ऑर्डर में कुछ बेनिफिट करा दूंगा, ठीक है? नेक्स्ट ऑर्डर में, फर्स्ट ऑर्डर में उतना बेनिफिट नहीं करा पाएंगे। सेकंड ऑर्डर से आपको मैं बेनिफिट करा दूंगा, ठीक है?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 55,
      "speaker": "customer",
      "start_s": 122.2,
      "end_s": 122.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 56,
      "speaker": "agent",
      "start_s": 122.8,
      "end_s": 124.8,
      "text_en": "For now, you take two coils of eight tons each, okay?",
      "text_native": "अभी के लिए आप दो कोइल ले लीजिए आठ-आठ टन का, ठीक है?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 57,
      "speaker": "customer",
      "start_s": 125.2,
      "end_s": 125.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 58,
      "speaker": "agent",
      "start_s": 125.8,
      "end_s": 129.2,
      "text_en": "I am giving two coils of zero point five, 1250, eight tons, and zero by zero point four you need, right?",
      "text_native": "दो कोइल जीरो पॉइंट फाइव में दे दे रहा हूं 1250, आठ टन, एंड जीरो बा जीरो पॉइंट फोर में चाहिए आपको ना?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 59,
      "speaker": "customer",
      "start_s": 129.5,
      "end_s": 130.6,
      "text_en": "Yes, I need it in zero four as well.",
      "text_native": "हां, जीरो फोर में भी चाहिए।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 60,
      "speaker": "agent",
      "start_s": 131.1,
      "end_s": 134.4,
      "text_en": "In zero four. For now, sir, I am making it sixteen tons, eight tons each, okay? Close one, in the second order",
      "text_native": "जीरो फोर में। अभी के लिए सर सोलह टन कर दे रहा हूं आठ-आठ टन, ठीक है? एक क्लोज कर लीजिए, सेकंड ऑर्डर में"
    },
    {
      "ucid": "21112178946818341",
      "idx": 61,
      "speaker": "customer",
      "start_s": 134.4,
      "end_s": 136.1,
      "text_en": "I won't get a sixteen-ton vehicle.",
      "text_native": "मुझे सोलह टन की गाड़ी नहीं मिलेगी।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 62,
      "speaker": "agent",
      "start_s": 136.4,
      "end_s": 137.4,
      "text_en": "Where do you need the delivery?",
      "text_native": "आपका डिलीवरी कहां पे चाहिए?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 63,
      "speaker": "customer",
      "start_s": 137.8,
      "end_s": 139.6,
      "text_en": "Here in Gujarat, near Dahod.",
      "text_native": "यहां गुजरात में दाहोद के पास चाहिए।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 64,
      "speaker": "agent",
      "start_s": 139.8,
      "end_s": 143.2,
      "text_en": "Sir, the material will go to Gujarat only. I have my own warehouse in Ahmedabad, okay? The material will go from there.",
      "text_native": "सर गुजरात में ही माल जाएगा। मेरा खुद का वेयरहाउस है अहमदाबाद में, ठीक है? वहां पे माल वहीं से जाएगा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 65,
      "speaker": "customer",
      "start_s": 143.5,
      "end_s": 144.8,
      "text_en": "Ah, where is your warehouse?",
      "text_native": "अह वेयरहाउस कहां पे है आपका?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 66,
      "speaker": "agent",
      "start_s": 145.2,
      "end_s": 148.0,
      "text_en": "It's in Ahmedabad, it's in Kathwada, it's in Kanba, the material will go to you from there.",
      "text_native": "अहमदाबाद में है, कथवाड़ा में है, कानबा में है, वहीं से माल जाएगा आपको।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 67,
      "speaker": "customer",
      "start_s": 148.5,
      "end_s": 148.8,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 68,
      "speaker": "agent",
      "start_s": 149.2,
      "end_s": 151.2,
      "text_en": "Hmm. So okay, I'll give you the rate, okay?",
      "text_native": "हम्म। तो ठीक है, मैं आपको रेट देता हूं, ठीक है?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 69,
      "speaker": "customer",
      "start_s": 151.6,
      "end_s": 152.1,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 70,
      "speaker": "agent",
      "start_s": 152.4,
      "end_s": 153.4,
      "text_en": "By when do you have to close it?",
      "text_native": "कब तक क्लोज करना है आपको?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 71,
      "speaker": "customer",
      "start_s": 153.8,
      "end_s": 158.4,
      "text_en": "Immediately, or let's say, get it written today, tomorrow, the day after, as soon as the material is cut, we will pick it up.",
      "text_native": "इमीडिएटली, या समझ लो आज लिखवाओ, कल, परसों, माल जैसे ही कटिंग हो जाएगा तो उठा लेंगे।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 72,
      "speaker": "agent",
      "start_s": 158.8,
      "end_s": 160.8,
      "text_en": "Okay. Which make do you use? Which JSW make will work for you?",
      "text_native": "ठीक है। मेक कौन सा चलता है? जेएसडब्ल्यू कौन सा मेक चलेगा आपको?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 73,
      "speaker": "customer",
      "start_s": 161.4,
      "end_s": 163.2,
      "text_en": "I take JSW every time.",
      "text_native": "जेएसडब्ल्यू में लेता हूं हर हर बार।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 74,
      "speaker": "agent",
      "start_s": 163.6,
      "end_s": 165.2,
      "text_en": "Okay. I'll give you the rate, sir, okay?",
      "text_native": "ठीक है। मैं रेट देता हूं सर आपको, ठीक है?"
    },
    {
      "ucid": "21112178946818341",
      "idx": 75,
      "speaker": "customer",
      "start_s": 165.6,
      "end_s": 165.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178946818341",
      "idx": 76,
      "speaker": "agent",
      "start_s": 166.4,
      "end_s": 167.0,
      "text_en": "Okay sir.",
      "text_native": "ओके सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946818341",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, you had placed an inquiry, I think for CR one.",
      "comment": "Agent correctly referenced the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178946818341",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "full",
      "earned": 3.0,
      "questions_hit": 5,
      "evidence": "Where do you need the delivery?",
      "comment": "Agent successfully revalidated all 5 key fields: product/grade, thickness, quantity, delivery location, and timeline."
    },
    {
      "ucid": "21112178946818341",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "What do you do? Do you make furniture or",
      "comment": "Agent discovered end application, current brand, and JSW share, but missed asking about total monthly requirement and payment terms."
    },
    {
      "ucid": "21112178946818341",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Despite the customer being ready to buy immediately, the agent did not provide a price and ended the call by promising to send a rate later."
    },
    {
      "ucid": "21112178946818341",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I have my own warehouse in Ahmedabad, okay? The material will go from there.",
      "comment": "Agent stayed focused on the customer's CR requirement and reinforced a relevant USP (local stockyard) without re-pitching other products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}