{
  "ucid": "21112178953535321",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 10:39:13",
  "end_time": "2026-09-16 10:41:46",
  "duration_sec": 153,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA35c4128f38a5fba42ae1b96517e088e8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1796,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953535321__DIA35c4128f38a5fba42ae1b96517e088e8.mp3",
  "audio_bytes": 410616,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 136.872,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello Manjot ji, good morning. Rounak Mehta speaking from JSW One.   (हेलो मंजोत जी, गुड मॉर्निंग। रौनक मेहता बात कर रहा हूं JSW One से।)\n[5s] AGENT: Is there any requirement for some HR sheets for this month?   (कुछ HR शीट्स में कुछ रिक्वायरमेंट आ रही है अभी ये महीने के लिए?)\n[7s] CUSTOMER: No, not for now.   (नहीं, अभी फिलहाल तो नहीं।)\n[9s] AGENT: Okay, and do you deal in any other material, sir?   (अच्छा, और कोई मटेरियल में डील करते हैं सर आप?)\n[11s] CUSTOMER: No, in HR only, we deal in HR coil to coil. Angles, etc., channels.   (नहीं, HR में ही हम HR coil to coil में डील करते हैं। एंगल वगेरा, चैनल्स।)\n[14s] AGENT: So you take coil, or sheets? Which one is more preferable for you?   (तो कॉइल लेते हैं, शीट्स लेते हैं? ज्यादा प्रेफरेबल कौनसा रहता है आपका?)\n[16s] CUSTOMER: No, we take sheets.   (नहीं, शीट्स लेते हैं।)\n[18s] AGENT: You take sheets. So how many tons is your monthly purchase?   (शीट्स लेते हैं। तो कितना टन हो जाता है आपका महीने का परचेस?)\n[20s] CUSTOMER: For the month, sir, it would be around twenty-twenty five tons.   (महीने का सर ऐसे ही मारे चला जाएगा बीस पच्चीस टन।)\n[22s] AGENT: Okay. So no requirement is coming right now? Is your procurement complete?   (अच्छा। तो अभी कुछ रिक्वायरमेंट नहीं आ रही है? हो गया क्या प्रोक्योरमेंट पूरा आपका?)\n[25s] CUSTOMER: No, that procurement is done and ours, our procurement is, it's very, what's it called, it's mixed up. 6mm, 8mm, 10mm, 12mm, everything is there.   (नहीं, वो हो चुका है प्रोक्योरमेंट और हमारा, हमारी जो प्रोक्योरमेंट रहती है, बहुत ही वो रहती है, क्या नाम है उसका, मिक्स अप रहती है। 6mm, 8mm, 10mm, 12mm, सब सब कुछ रहता है।)\n[30s] AGENT: You will get all of that.   (वो सब मिल जाएगा आपको।)\n[32s] CUSTOMER: Particularly, we can't do it for one, one material like, if we have to place an order for 6mm, we can't particularly place it for five-ten tons.   (पर्टिकुलरली हम एक, एक मटेरियल को हम ऐसा नहीं कर सकते ना कि जैसे 6mm का हमें ऑर्डर लगाना है तो हम पर्टिकुलरली उसको पांच दस टन नहीं लगा सकते।)\n[37s] AGENT: So sir, if there's something specific, say if it's 8mm, and it's crossing five tons or ten tons, we will cater that for you.   (तो सर, जैसा कुछ स्पेसिफिक, मान लो अगर 8mm है, उसमें पांच टन या दस टन हो रहा है क्रॉस, वो आपको केटर करके दे देंगे।)\n[41s] AGENT: Try it out, try opening an account with JSW, that's what I was saying.   (ट्राई करके देखिए, ओपन करके देखिए JSW के साथ ना, मैं ये बोल रहा था।)\n[43s] CUSTOMER: No, I mean, how do you mean? We want that, for example, we get three vehicles per month, three-four vehicles. Okay? In that, for example, we got two tons of 12mm, the vehicle doesn't take more than ten tons, load is fifteen tons. Everything is mixed up in it. Two tons twelve tons, it became 12mm, for example, two-three tons of 12mm, then two tons of 10mm. It's of this type.   (नहीं, मतलब आप कैसे मतलब, हम तो ये चाह रहे हैं कि जैसे हमारी महीने की तीन गाड़ियां लगती हैं, तीन-चार गाड़ी लग गई फॉर एग्जांपल। ठीक है ना? उसमें हमारा 12mm का जैसे आ गया दो टन, दस टन से ऊपर की गाड़ी नहीं लगती, लोड पंद्रह टन। उसमें सब मिक्स अप आता है। दो टन बारह टन, 12mm हो गया, जैसे दो-तीन टन 12mm हो गया, फिर दो टन 10mm हो गया। इस टाइप का रहता है।)\n[54s] AGENT: I understand. What I can do, sir, is even if it's three tons, up to three, up to three tons, I will get it catered. You, you know, if there is any requirement, share it with me.   (समझ गया। मैं क्या कर सकता हूं सर, तीन टन, तीन तक, तीन टन तक भी रहेगा ना, मैं केटर करा के दे दूंगा। आप मुझे है ना, कुछ रिक्वायरमेंट रहेगा तो मुझे शेयर कीजिएगा।)\n[59s] CUSTOMER: Okay. In something specific.   (ओके। कुछ स्पेसिफिक में।)\n[60s] CUSTOMER: Alright, a requirement came once, we had shared it with you. But your dealer, it couldn't happen. But your rates couldn't be matched. And the dealer from whom we were getting the material, you didn't have the material in the godown, the dealer from whom we were getting the material, his rate was about two rupees higher.   (चलिए, एक बार आई थी रिक्वायरमेंट, हमने आपको शेयर करी थी। बट जो आपके डीलर, नहीं हो पाया था। बट आपके रेट्स मैच नहीं हो पाए थे। और जिस डीलर से हम मटेरियल उठवा रहे थे, आपके पास मटेरियल नहीं था गोडाउन में, जिस डीलर से हम मटेरियल उठवा रहे थे, उसका रेट करीब-करीब दो रुपए ऊपर था।)\n[108s] AGENT: Oh, okay.   (अच्छा।)\n[109s] CUSTOMER: Okay? So I, now next time, if any next requirement comes, then I will connect with you.   (ठीक है ना? तो मैं, अब अगली बार, अगली कोई रिक्वायरमेंट आती है, फिर मैं आपको कनेक्ट करता हूं।)\n[112s] AGENT: I'll keep you pinged on WhatsApp, so whenever you feel like it, you can WhatsApp me on that. So I will, I will try to match the pricing. A, you know, an account will also be established with you. Right? An account with JSW will also be opened for you. Right?   (मैं आपको पिंग कर रखता हूं WhatsApp पे, तो कभी भी आपको लगे, आप मुझे उसपे WhatsApp कर सकते हो। तो मैं वैसा, मैं करूंगा कोशिश की मैच करूं प्राइसिंग। एक अपना, बोलते हैं ना, एक अकाउंट भी एस्टेब्लिश हो जाएगा आपके साथ। है ना? एक JSW के साथ भी आपका ओपन हो जाएगा। है ना?)\n[120s] CUSTOMER: Yes, yes, yes, yes. Done.   (जी, जी, जी, जी। डन।)\n[122s] AGENT: That was my motto with you. Okay? Yes, yes. Okay, thank you. Thank you Manjot ji. Yes.   (वो मेरा था मोटो आपके साथ। ठीक है? जी, जी। ओके, थैंक यू। थैंक यू मंजोत जी। यस।)\n[125s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some background noise from the agent's side (call center environment). A few customer utterances are very faint.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 turns, clean transcript (4% 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must earn the right to ask questions by getting permission to speak (SL1) and offering a compelling reason for the call (SL2), both of which were skipped.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "out_of_stock",
  "supply_details": "Customer reported a past experience where JSW One did not have the required material: 'you didn't have the material in the godown'.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer who appears to be a trader with a monthly volume of 20-25 tons, but who buys in small, mixed lots (2-3 tons per item). The agent skipped most of the pitch structure. The customer cited a past negative experience with JSW One regarding both high prices and lack of stock. The agent offered to cater to small quantities and asked for another chance, but the call ended without a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello Manjot ji, good morning. Rounak Mehta speaking from JSW One. Is there any requirement for some HR sheets for this month?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a requirement check after the introduction.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Is there any requirement for some HR sheets for this month?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, they opened with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"AGENT: So how many tons is your monthly purchase?\", \"comment\": \"The agent only asked about monthly tonnage (1/6 questions), failing to discover what the customer manufactures, their applications, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Try it out, try opening an account with JSW, that's what I was saying.\", \"comment\": \"The agent did not pitch any specific USPs related to price, quality, or delivery; they only asked the customer to open an account.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: So no requirement is coming right now? Is your procurement complete?\", \"comment\": \"The agent successfully qualified that the customer has no immediate requirement, as their procurement for the period is already done.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I'll keep you pinged on WhatsApp, so whenever you feel like it, you can WhatsApp me on that.\", \"comment\": \"The call ended with a vague, non-committal action ('I'll ping you') rather than an agreed quote turnaround or a specific callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must earn the right to ask questions by getting permission to speak (SL1) and offering a compelling reason for the call (SL2), both of which were skipped.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Customer reported a past experience where JSW One did not have the required material: 'you didn't have the material in the godown'.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"But your rates couldn't be matched.\", \"response\": \"I will try to match the pricing.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"your dealer, it couldn't happen... you didn't have the material in the godown, the dealer from whom we were getting the material, his rate was about two rupees higher.\", \"response\": \"Try it out, try opening an account with JSW, that's what I was saying.\"}], \"call_summary\": \"The agent contacted a customer who appears to be a trader with a monthly volume of 20-25 tons, but who buys in small, mixed lots (2-3 tons per item). The agent skipped most of the pitch structure. The customer cited a past negative experience with JSW One regarding both high prices and lack of stock. The agent offered to cater to small quantities and asked for another chance, but the call ended without a concrete next step.\"}",
  "error": null,
  "latency_ms": 35664,
  "input_tokens": 4202,
  "output_tokens": 1065,
  "created_at": "2026-09-25 12:12:41",
  "sentiment": "neutral",
  "sentiment_score": 0.091,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 2,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.303,
  "agent_talk_sec": 36.8,
  "customer_talk_sec": 84.7,
  "dead_air_sec": 31.5,
  "longest_monologue_sec": 7.9,
  "agent_wpm": 357.1,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 10,
  "words_agent": 219,
  "words_customer": 245,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953535321",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.5,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 4.7,
      "text_en": "Hello Manjot ji, good morning. Rounak Mehta speaking from JSW One.",
      "text_native": "हेलो मंजोत जी, गुड मॉर्निंग। रौनक मेहता बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.9,
      "end_s": 6.9,
      "text_en": "Is there any requirement for some HR sheets for this month?",
      "text_native": "कुछ HR शीट्स में कुछ रिक्वायरमेंट आ रही है अभी ये महीने के लिए?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 8.3,
      "text_en": "No, not for now.",
      "text_native": "नहीं, अभी फिलहाल तो नहीं।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 10.2,
      "text_en": "Okay, and do you deal in any other material, sir?",
      "text_native": "अच्छा, और कोई मटेरियल में डील करते हैं सर आप?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.6,
      "end_s": 14.1,
      "text_en": "No, in HR only, we deal in HR coil to coil. Angles, etc., channels.",
      "text_native": "नहीं, HR में ही हम HR coil to coil में डील करते हैं। एंगल वगेरा, चैनल्स।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 6,
      "speaker": "agent",
      "start_s": 14.3,
      "end_s": 16.5,
      "text_en": "So you take coil, or sheets? Which one is more preferable for you?",
      "text_native": "तो कॉइल लेते हैं, शीट्स लेते हैं? ज्यादा प्रेफरेबल कौनसा रहता है आपका?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 17.4,
      "text_en": "No, we take sheets.",
      "text_native": "नहीं, शीट्स लेते हैं।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.6,
      "end_s": 19.9,
      "text_en": "You take sheets. So how many tons is your monthly purchase?",
      "text_native": "शीट्स लेते हैं। तो कितना टन हो जाता है आपका महीने का परचेस?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.1,
      "end_s": 22.1,
      "text_en": "For the month, sir, it would be around twenty-twenty five tons.",
      "text_native": "महीने का सर ऐसे ही मारे चला जाएगा बीस पच्चीस टन।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 24.6,
      "text_en": "Okay. So no requirement is coming right now? Is your procurement complete?",
      "text_native": "अच्छा। तो अभी कुछ रिक्वायरमेंट नहीं आ रही है? हो गया क्या प्रोक्योरमेंट पूरा आपका?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 11,
      "speaker": "customer",
      "start_s": 24.6,
      "end_s": 30.5,
      "text_en": "No, that procurement is done and ours, our procurement is, it's very, what's it called, it's mixed up. 6mm, 8mm, 10mm, 12mm, everything is there.",
      "text_native": "नहीं, वो हो चुका है प्रोक्योरमेंट और हमारा, हमारी जो प्रोक्योरमेंट रहती है, बहुत ही वो रहती है, क्या नाम है उसका, मिक्स अप रहती है। 6mm, 8mm, 10mm, 12mm, सब सब कुछ रहता है।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 12,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 31.5,
      "text_en": "You will get all of that.",
      "text_native": "वो सब मिल जाएगा आपको।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 37.0,
      "text_en": "Particularly, we can't do it for one, one material like, if we have to place an order for 6mm, we can't particularly place it for five-ten tons.",
      "text_native": "पर्टिकुलरली हम एक, एक मटेरियल को हम ऐसा नहीं कर सकते ना कि जैसे 6mm का हमें ऑर्डर लगाना है तो हम पर्टिकुलरली उसको पांच दस टन नहीं लगा सकते।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 14,
      "speaker": "agent",
      "start_s": 37.2,
      "end_s": 40.6,
      "text_en": "So sir, if there's something specific, say if it's 8mm, and it's crossing five tons or ten tons, we will cater that for you.",
      "text_native": "तो सर, जैसा कुछ स्पेसिफिक, मान लो अगर 8mm है, उसमें पांच टन या दस टन हो रहा है क्रॉस, वो आपको केटर करके दे देंगे।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 15,
      "speaker": "agent",
      "start_s": 40.6,
      "end_s": 43.0,
      "text_en": "Try it out, try opening an account with JSW, that's what I was saying.",
      "text_native": "ट्राई करके देखिए, ओपन करके देखिए JSW के साथ ना, मैं ये बोल रहा था।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 16,
      "speaker": "customer",
      "start_s": 43.1,
      "end_s": 54.1,
      "text_en": "No, I mean, how do you mean? We want that, for example, we get three vehicles per month, three-four vehicles. Okay? In that, for example, we got two tons of 12mm, the vehicle doesn't take more than ten tons, load is fifteen tons. Everything is mixed up in it. Two tons twelve tons, it became 12mm, for example, two-three tons of 12mm, then two tons of 10mm. It's of this type.",
      "text_native": "नहीं, मतलब आप कैसे मतलब, हम तो ये चाह रहे हैं कि जैसे हमारी महीने की तीन गाड़ियां लगती हैं, तीन-चार गाड़ी लग गई फॉर एग्जांपल। ठीक है ना? उसमें हमारा 12mm का जैसे आ गया दो टन, दस टन से ऊपर की गाड़ी नहीं लगती, लोड पंद्रह टन। उसमें सब मिक्स अप आता है। दो टन बारह टन, 12mm हो गया, जैसे दो-तीन टन 12mm हो गया, फिर दो टन 10mm हो गया। इस टाइप का रहता है।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 17,
      "speaker": "agent",
      "start_s": 54.1,
      "end_s": 59.0,
      "text_en": "I understand. What I can do, sir, is even if it's three tons, up to three, up to three tons, I will get it catered. You, you know, if there is any requirement, share it with me.",
      "text_native": "समझ गया। मैं क्या कर सकता हूं सर, तीन टन, तीन तक, तीन टन तक भी रहेगा ना, मैं केटर करा के दे दूंगा। आप मुझे है ना, कुछ रिक्वायरमेंट रहेगा तो मुझे शेयर कीजिएगा।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 18,
      "speaker": "customer",
      "start_s": 59.0,
      "end_s": 59.8,
      "text_en": "Okay. In something specific.",
      "text_native": "ओके। कुछ स्पेसिफिक में।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 19,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 108.0,
      "text_en": "Alright, a requirement came once, we had shared it with you. But your dealer, it couldn't happen. But your rates couldn't be matched. And the dealer from whom we were getting the material, you didn't have the material in the godown, the dealer from whom we were getting the material, his rate was about two rupees higher.",
      "text_native": "चलिए, एक बार आई थी रिक्वायरमेंट, हमने आपको शेयर करी थी। बट जो आपके डीलर, नहीं हो पाया था। बट आपके रेट्स मैच नहीं हो पाए थे। और जिस डीलर से हम मटेरियल उठवा रहे थे, आपके पास मटेरियल नहीं था गोडाउन में, जिस डीलर से हम मटेरियल उठवा रहे थे, उसका रेट करीब-करीब दो रुपए ऊपर था।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 20,
      "speaker": "agent",
      "start_s": 108.0,
      "end_s": 108.5,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 21,
      "speaker": "customer",
      "start_s": 108.8,
      "end_s": 112.0,
      "text_en": "Okay? So I, now next time, if any next requirement comes, then I will connect with you.",
      "text_native": "ठीक है ना? तो मैं, अब अगली बार, अगली कोई रिक्वायरमेंट आती है, फिर मैं आपको कनेक्ट करता हूं।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 22,
      "speaker": "agent",
      "start_s": 112.1,
      "end_s": 120.0,
      "text_en": "I'll keep you pinged on WhatsApp, so whenever you feel like it, you can WhatsApp me on that. So I will, I will try to match the pricing. A, you know, an account will also be established with you. Right? An account with JSW will also be opened for you. Right?",
      "text_native": "मैं आपको पिंग कर रखता हूं WhatsApp पे, तो कभी भी आपको लगे, आप मुझे उसपे WhatsApp कर सकते हो। तो मैं वैसा, मैं करूंगा कोशिश की मैच करूं प्राइसिंग। एक अपना, बोलते हैं ना, एक अकाउंट भी एस्टेब्लिश हो जाएगा आपके साथ। है ना? एक JSW के साथ भी आपका ओपन हो जाएगा। है ना?"
    },
    {
      "ucid": "21112178953535321",
      "idx": 23,
      "speaker": "customer",
      "start_s": 120.1,
      "end_s": 121.5,
      "text_en": "Yes, yes, yes, yes. Done.",
      "text_native": "जी, जी, जी, जी। डन।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 24,
      "speaker": "agent",
      "start_s": 121.5,
      "end_s": 124.7,
      "text_en": "That was my motto with you. Okay? Yes, yes. Okay, thank you. Thank you Manjot ji. Yes.",
      "text_native": "वो मेरा था मोटो आपके साथ। ठीक है? जी, जी। ओके, थैंक यू। थैंक यू मंजोत जी। यस।"
    },
    {
      "ucid": "21112178953535321",
      "idx": 25,
      "speaker": "customer",
      "start_s": 124.7,
      "end_s": 125.5,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953535321",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello Manjot ji, good morning. Rounak Mehta speaking from JSW One. Is there any requirement for some HR sheets for this month?",
      "comment": "The agent did not ask for permission to speak, jumping directly into a requirement check after the introduction."
    },
    {
      "ucid": "21112178953535321",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Is there any requirement for some HR sheets for this month?",
      "comment": "The agent did not lead with a supply or price hook; instead, they opened with a direct question about requirements."
    },
    {
      "ucid": "21112178953535321",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "AGENT: So how many tons is your monthly purchase?",
      "comment": "The agent only asked about monthly tonnage (1/6 questions), failing to discover what the customer manufactures, their applications, or current suppliers."
    },
    {
      "ucid": "21112178953535321",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Try it out, try opening an account with JSW, that's what I was saying.",
      "comment": "The agent did not pitch any specific USPs related to price, quality, or delivery; they only asked the customer to open an account."
    },
    {
      "ucid": "21112178953535321",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: So no requirement is coming right now? Is your procurement complete?",
      "comment": "The agent successfully qualified that the customer has no immediate requirement, as their procurement for the period is already done."
    },
    {
      "ucid": "21112178953535321",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: I'll keep you pinged on WhatsApp, so whenever you feel like it, you can WhatsApp me on that.",
      "comment": "The call ended with a vague, non-committal action ('I'll ping you') rather than an agreed quote turnaround or a specific callback date."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953535321",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "your dealer, it couldn't happen... you didn't have the material in the godown, the dealer from whom we were getting the material, his rate was about two rupees higher.",
      "response": "Try it out, try opening an account with JSW, that's what I was saying."
    },
    {
      "ucid": "21112178953535321",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "But your rates couldn't be matched.",
      "response": "I will try to match the pricing."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}