{
  "ucid": "21112178953973671",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:52:16",
  "end_time": "2026-09-16 11:56:11",
  "duration_sec": 235,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf0c8470c8397bda4d00f6cce8fd6ea17.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1771,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953973671__DIAf0c8470c8397bda4d00f6cce8fd6ea17.mp3",
  "audio_bytes": 592272,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 197.424,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[3s] CUSTOMER: Yes   (हां)\n[4s] AGENT: Barkat   (बरकत)\n[5s] CUSTOMER: Yes brother, yes sir, yes Barkat Ali speaking, yes tell me Barkat Ali.   (जी भाई जी हां सर हां बरकत अली बोल हां बोलिए बरकत अली)\n[7s] AGENT: Yes, I am Rishabh speaking from JSW One.   (जी मैं ऋषभ बोल रहा हूं JSW One से)\n[9s] CUSTOMER: From where?   (कहां से?)\n[10s] AGENT: From JSW One.   (JSW One से)\n[10s] CUSTOMER: Yes.   (हां)\n[11s] AGENT: Was there any requirement now in MS?   (कुछ रिक्वायरमेंट था क्या अभी MS में?)\n[13s] CUSTOMER: No, where are you calling from, JSW meaning?   (नहीं आप कहां से बात कर रहे हो JSW बोले तो?)\n[15s] AGENT: I am calling from the JSW One platform, from Mumbai.   (JSW One प्लेटफार्म से बात कर रहा हूं फ्रॉम मुंबई)\n[17s] CUSTOMER: Mumbai. No, here, our distributor in Karnataka, JSW Kamal, do you know him?   (मुंबई नहीं हमें इधर हमारे जो कर्नाटक में जो डिस्ट्रीब्यूटर है ना JSW कमल जानते हो?)\n[21s] AGENT: Yes, yes. Yes, I know him.   (हां हां हां जानता हूं ना)\n[22s] CUSTOMER: Yes, our work is connected with them. Kamal Industries.   (हां उनके पास हमारा जुड़ा हुआ है काम कमल इंडस्ट्रीज)\n[24s] AGENT: Oh. They actually take it from me. Yes, yes, I know. They take it from me only.   (अच्छा वो मेरे से ही लेते हैं एक्चुअली हां हां जानता हूं मैं वो मेरे से ही लेते हैं)\n[27s] CUSTOMER: No, they take it, that's correct. Now every month we are giving them 60 tons of material.   (नहीं लेते हैं बराबर है अभी एव्री मंथ हमारा साठ टन माल दे रहे हैं उनको)\n[30s] AGENT: Hmm hmm.   (हम्म हम्म)\n[31s] CUSTOMER: Every month we need 60 tons of material.   (एव्री मंथ साठ टन माल लगता है हमारे को)\n[33s] AGENT: Hmm, 60 tons. So connect with the company directly, no? Why are you routing through traders or distributors?   (हम्म साठ टन तो आप डायरेक्ट कंपनी से जुड़िए ना आप क्यों ट्रेडर्स या फिर डिस्ट्रीब्यूटर्स के थ्रू रूट हो रहे हैं?)\n[36s] CUSTOMER: Huh?   (हां?)\n[37s] AGENT: Connect with the company directly, no? See, we have opened this platform, JSW One MSME, so that we can serve micro, small and macro companies.   (आप डायरेक्ट कंपनी से जुड़िए ना देखिए हमने अब ये प्लेटफार्म इसलिए खोला है JSW One MSME ताकि हम माइक्रो स्मॉल और माइक्रो कंपनीज को सर्व कर सकें)\n[42s] CUSTOMER: No, no, how it is now, they have come and visited here, so every month for me, in HR, 1.6 and 2M   (नहीं नहीं अभी कैसा है अभी आके इधर विजिट किए हैं तो एव्री मंथ मेरे को एचआर में 1.6 और 2M)\n[46s] AGENT: No, no, yes, I understand that. But you, I mean, give us a chance too, no?   (नहीं नहीं हां वो समझ रहा हूं मैं इन आप मतलब हमें भी मौका दीजिए ना)\n[49s] CUSTOMER: No, they are giving us credit, no? They are giving us one month's time, no?   (नहीं हमें क्रेडिट दे रहे हैं ना ये एक मंथली टाइम दे रहे हैं ना हमें)\n[51s] AGENT: I have credit here too. I have credit here as well.   (क्रेडिट मेरे यहां भी है मेरे यहां पे भी क्रेडिट है)\n[53s] CUSTOMER: Yes. Now see, the thing is that   (हां अभी देखिए बात ये है कि)\n[54s] AGENT: No, tomorrow, yes, if you say so, I will come and visit your company sometime.   (नहीं कल हां आप बोलेंगे तो कभी आके विजिट कर लूंगा कंपनी आपका)\n[56s] CUSTOMER: Okay, that's fine. Will I get the address for here?   (ठीक है चलेगा एड्रेस मिलेगा इधर का?)\n[58s] AGENT: What name did you say? Kamal?   (क्या नाम बताया आपने कमल?)\n[59s] CUSTOMER: Kamal, Kamal.   (कमल कमल)\n[60s] AGENT: No, the company's name, the firm's name.   (नहीं कंपनी का नाम फर्म का नाम)\n[61s] CUSTOMER: The firm's name is that only, JSW Kamal.   (फर्म का नाम वही है JSW कमल)\n[63s] AGENT: JSW Kamal?   (JSW कमल?)\n[64s] CUSTOMER: Yes.   (हां)\n[64s] AGENT: Oh.   (अच्छा)\n[66s] CUSTOMER: The name on their packet itself is entirely JSW. Their company is one of yours. Here volume, it's in Goa also, it's here in Belgaum, in Hubli, in Kolhapur. It's a big branch.   (उनका जो पैकेट का नाम ही है पूरा JSW उनका कंपनी एक आपने है इधर वॉल्यूम इधर गोवा में भी है इधर बेलगाम में है हुबली में है कोल्हापुर में है बड़ा ब्रांच है वो)\n[72s] AGENT: Oh, okay, okay, okay.   (अच्छा अच्छा अच्छा अच्छा)\n[73s] CUSTOMER: Yes, it doesn't come from your Mumbai, theirs comes directly from Ballari, JSW.   (हां तुम्हारे मुंबई से नहीं आता उनका डायरेक्ट बल्लारी से आता है JSW)\n[75s] AGENT: Hmm hmm. Our plant is there only.   (हम्म हम्म वहीं पे प्लांट है हमारा)\n[77s] CUSTOMER: Where?   (किधर?)\n[78s] AGENT: The plant is in Ballari itself.   (बल्लारी में ही प्लांट है)\n[78s] CUSTOMER: Yes, the material is dispatched to them from that plant. Vidyanagar, right?   (हां वो प्लांट से इनको डिस्पैच होता है मटेरियल विजयनगर राइट?)\n[81s] AGENT: Vidyanagar, yes. Hmm hmm.   (विजयनगर हां हम्म हम्म)\n[82s] CUSTOMER: Hmm.   (हम्म)\n[84s] AGENT: Barkat ji, at least start with us as well.   (बरकत जी एटलीस्ट स्टार्ट तो करते हैं आप हमसे भी)\n[86s] CUSTOMER: No, it's not about starting, we have received a lot of support from them.   (नहीं स्टार्ट क्या बात नहीं है अब इनका सपोर्ट बहुत मिला है हमारे को)\n[89s] AGENT: Oh.   (अच्छा)\n[90s] CUSTOMER: Now if I say like this, if I falter like this in marketing, then they get upset.   (अभी ऐसा बोलेंगे मार्केटिंग में एकदम ऐसा चुकेंगे ना तो वो नाराज हो जाते हैं)\n[92s] AGENT: Hmm hmm.   (हम्म हम्म)\n[93s] CUSTOMER: They won't say it to my face, but they will say, \"Brother, we support you so much.\"   (ऐसा सामने तो नहीं बोलेंगे ऐसा बोल देंगे भाई हम इतना सपोर्ट करते हैं)\n[97s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म)\n[98s] CUSTOMER: Earlier, my purchase was actually from Mumbai only. From Taloja.   (अभी पहले एक्चुअली मुंबई से ही था मेरा परचेस तलोजा से)\n[100s] AGENT: No, from Mumbai, I will not serve you from Mumbai. I will give it to you from here, your, where do you need the material?   (नहीं मुंबई से मैं आपको मुंबई से सर्व नहीं करूंगा मैं आपको दूंगा इधर से आपका आपको कहां पे चाहिए मटेरियल?)\n[104s] CUSTOMER: Belgaum.   (बेलगाम)\n[104s] AGENT: In Belgaum, right? I will give it to you from Hubli or from Ballari. Or I will give it directly from the plant.   (बेलगाम में ना मैं आपको हुबली से या फिर बल्लारी से दूंगा या तो प्लांट से दूंगा मैं डायरेक्टली)\n[107s] CUSTOMER: No, you will give, but the rate, you will have to come and visit in Mumbai once. Where is your company in Mumbai, where is the office?   (नहीं देंगे रेट थोड़ा एक बार आपको मुंबई में आके विजिट करना पड़ेगा आपका कंपनी किधर है मुंबई में ऑफिस किधर है?)\n[110s] AGENT: Mine is in BKC. My office is in BKC.   (मेरा बीकेसी में है बीकेसी में ऑफिस है मेरा)\n[112s] CUSTOMER: No, where in BKC, it's also in our Taloja, right?   (नहीं बीकेसी किधर ये अपना तलोजा में भी है ना?)\n[114s] AGENT: No, not Taloja. That's where my warehouse is. My material is kept there. My office is in BKC.   (नहीं तलोजा नहीं वो वहां मेरा वेयरहाउस है वहां पे मेरा माल रखा रहता है ऑफिस मेरा है बीकेसी में)\n[118s] CUSTOMER: Oh. If you come tomorrow then... It's fine, it's fine. What's the problem? I have to come anyway.   (अच्छा कल आते हैं तो चलेगा चलेगा क्या प्रॉब्लम है मुझे तो आना है)\n[120s] AGENT: Sir, can I call you back in a minute? I have come near a sir here.   (सर एक मिनट आपको मैं कॉल बैक करूं थोड़ा इधर सर एक पास आया हूं)\n[122s] CUSTOMER: Sure, sure. Okay? No okay.   (श्योर श्योर ओके नो ओके)\n[124s] AGENT: Okay.   (ओके)\n[125s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 65,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but doesn't significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "65 turns, clean transcript (2% 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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\"]",
  "pitch_coaching_note": "You correctly identified the 'buy direct' opportunity, but you missed the opening steps; always start with permission to speak and a strong hook before jumping into questions.",
  "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 is a 60 MT/month user of HR coil in Belgaum, currently loyal to a JSW distributor due to their relationship and credit terms. The agent pitched the benefit of buying directly from JSW One and gathered key details of the ongoing requirement. The call ended with the agent promising to call back shortly to continue the discussion.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak at the start of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and went straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"[31s] CUSTOMER: Every month we need 60 tons of material.\", \"comment\": \"Agent covered monthly tonnage, current supplier, and payment terms, hitting 3 of 6 discovery points.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[33s] AGENT: So connect with the company directly, no? Why are you routing through traders or distributors?\", \"comment\": \"Agent pitched the 'buy direct' USP, which was highly relevant to the customer's situation of buying via a distributor.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[100s] AGENT: ...where do you need the material?\", \"comment\": \"Agent confirmed an ongoing requirement and captured product type, thickness, monthly volume, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[120s] AGENT: Sir, can I call you back in a minute?\", \"comment\": \"Agent committed to calling the customer back, which the customer agreed to.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You correctly identified the 'buy direct' opportunity, but you missed the opening steps; always start with permission to speak and a strong hook before jumping into questions.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"[22s] CUSTOMER: Yes, our work is connected with them. Kamal Industries.\", \"response\": \"[46s] AGENT: No, no, yes, I understand that. But you, I mean, give us a chance too, no?\"}, {\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"[49s] CUSTOMER: No, they are giving us credit, no? They are giving us one month's time, no?\", \"response\": \"[51s] AGENT: I have credit here too. I have credit here as well.\"}], \"call_summary\": \"The customer is a 60 MT/month user of HR coil in Belgaum, currently loyal to a JSW distributor due to their relationship and credit terms. The agent pitched the benefit of buying directly from JSW One and gathered key details of the ongoing requirement. The call ended with the agent promising to call back shortly to continue the discussion.\"}",
  "error": null,
  "latency_ms": 42110,
  "input_tokens": 4910,
  "output_tokens": 938,
  "created_at": "2026-09-25 12:11:40",
  "sentiment": "negative",
  "sentiment_score": -0.16,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 8,
  "lex_hits": 25,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.48,
  "agent_talk_sec": 51.5,
  "customer_talk_sec": 55.8,
  "dead_air_sec": 127.7,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 330.9,
  "interruptions": 0,
  "agent_turns": 32,
  "customer_turns": 33,
  "discovery_qs": 11,
  "words_agent": 284,
  "words_customer": 320,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953973671",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.63,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953973671",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.6,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953973671",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.1,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178953973671",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.7,
      "end_s": 4.3,
      "text_en": "Barkat",
      "text_native": "बरकत"
    },
    {
      "ucid": "21112178953973671",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 6.8,
      "text_en": "Yes brother, yes sir, yes Barkat Ali speaking, yes tell me Barkat Ali.",
      "text_native": "जी भाई जी हां सर हां बरकत अली बोल हां बोलिए बरकत अली"
    },
    {
      "ucid": "21112178953973671",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 8.3,
      "text_en": "Yes, I am Rishabh speaking from JSW One.",
      "text_native": "जी मैं ऋषभ बोल रहा हूं JSW One से"
    },
    {
      "ucid": "21112178953973671",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 10.2,
      "text_en": "From JSW One.",
      "text_native": "JSW One से"
    },
    {
      "ucid": "21112178953973671",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 10.7,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178953973671",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.3,
      "end_s": 12.8,
      "text_en": "Was there any requirement now in MS?",
      "text_native": "कुछ रिक्वायरमेंट था क्या अभी MS में?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.3,
      "end_s": 14.8,
      "text_en": "No, where are you calling from, JSW meaning?",
      "text_native": "नहीं आप कहां से बात कर रहे हो JSW बोले तो?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 16.7,
      "text_en": "I am calling from the JSW One platform, from Mumbai.",
      "text_native": "JSW One प्लेटफार्म से बात कर रहा हूं फ्रॉम मुंबई"
    },
    {
      "ucid": "21112178953973671",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 20.8,
      "text_en": "Mumbai. No, here, our distributor in Karnataka, JSW Kamal, do you know him?",
      "text_native": "मुंबई नहीं हमें इधर हमारे जो कर्नाटक में जो डिस्ट्रीब्यूटर है ना JSW कमल जानते हो?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 22.1,
      "text_en": "Yes, yes. Yes, I know him.",
      "text_native": "हां हां हां जानता हूं ना"
    },
    {
      "ucid": "21112178953973671",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.1,
      "end_s": 24.0,
      "text_en": "Yes, our work is connected with them. Kamal Industries.",
      "text_native": "हां उनके पास हमारा जुड़ा हुआ है काम कमल इंडस्ट्रीज"
    },
    {
      "ucid": "21112178953973671",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 26.7,
      "text_en": "Oh. They actually take it from me. Yes, yes, I know. They take it from me only.",
      "text_native": "अच्छा वो मेरे से ही लेते हैं एक्चुअली हां हां जानता हूं मैं वो मेरे से ही लेते हैं"
    },
    {
      "ucid": "21112178953973671",
      "idx": 16,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 29.5,
      "text_en": "No, they take it, that's correct. Now every month we are giving them 60 tons of material.",
      "text_native": "नहीं लेते हैं बराबर है अभी एव्री मंथ हमारा साठ टन माल दे रहे हैं उनको"
    },
    {
      "ucid": "21112178953973671",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.5,
      "end_s": 30.8,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म"
    },
    {
      "ucid": "21112178953973671",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.1,
      "end_s": 32.6,
      "text_en": "Every month we need 60 tons of material.",
      "text_native": "एव्री मंथ साठ टन माल लगता है हमारे को"
    },
    {
      "ucid": "21112178953973671",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 36.2,
      "text_en": "Hmm, 60 tons. So connect with the company directly, no? Why are you routing through traders or distributors?",
      "text_native": "हम्म साठ टन तो आप डायरेक्ट कंपनी से जुड़िए ना आप क्यों ट्रेडर्स या फिर डिस्ट्रीब्यूटर्स के थ्रू रूट हो रहे हैं?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 20,
      "speaker": "customer",
      "start_s": 36.2,
      "end_s": 36.5,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 21,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 42.0,
      "text_en": "Connect with the company directly, no? See, we have opened this platform, JSW One MSME, so that we can serve micro, small and macro companies.",
      "text_native": "आप डायरेक्ट कंपनी से जुड़िए ना देखिए हमने अब ये प्लेटफार्म इसलिए खोला है JSW One MSME ताकि हम माइक्रो स्मॉल और माइक्रो कंपनीज को सर्व कर सकें"
    },
    {
      "ucid": "21112178953973671",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 46.0,
      "text_en": "No, no, how it is now, they have come and visited here, so every month for me, in HR, 1.6 and 2M",
      "text_native": "नहीं नहीं अभी कैसा है अभी आके इधर विजिट किए हैं तो एव्री मंथ मेरे को एचआर में 1.6 और 2M"
    },
    {
      "ucid": "21112178953973671",
      "idx": 23,
      "speaker": "agent",
      "start_s": 46.0,
      "end_s": 48.8,
      "text_en": "No, no, yes, I understand that. But you, I mean, give us a chance too, no?",
      "text_native": "नहीं नहीं हां वो समझ रहा हूं मैं इन आप मतलब हमें भी मौका दीजिए ना"
    },
    {
      "ucid": "21112178953973671",
      "idx": 24,
      "speaker": "customer",
      "start_s": 49.1,
      "end_s": 50.8,
      "text_en": "No, they are giving us credit, no? They are giving us one month's time, no?",
      "text_native": "नहीं हमें क्रेडिट दे रहे हैं ना ये एक मंथली टाइम दे रहे हैं ना हमें"
    },
    {
      "ucid": "21112178953973671",
      "idx": 25,
      "speaker": "agent",
      "start_s": 50.8,
      "end_s": 52.4,
      "text_en": "I have credit here too. I have credit here as well.",
      "text_native": "क्रेडिट मेरे यहां भी है मेरे यहां पे भी क्रेडिट है"
    },
    {
      "ucid": "21112178953973671",
      "idx": 26,
      "speaker": "customer",
      "start_s": 52.7,
      "end_s": 53.8,
      "text_en": "Yes. Now see, the thing is that",
      "text_native": "हां अभी देखिए बात ये है कि"
    },
    {
      "ucid": "21112178953973671",
      "idx": 27,
      "speaker": "agent",
      "start_s": 53.8,
      "end_s": 56.0,
      "text_en": "No, tomorrow, yes, if you say so, I will come and visit your company sometime.",
      "text_native": "नहीं कल हां आप बोलेंगे तो कभी आके विजिट कर लूंगा कंपनी आपका"
    },
    {
      "ucid": "21112178953973671",
      "idx": 28,
      "speaker": "customer",
      "start_s": 56.3,
      "end_s": 57.5,
      "text_en": "Okay, that's fine. Will I get the address for here?",
      "text_native": "ठीक है चलेगा एड्रेस मिलेगा इधर का?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 29,
      "speaker": "agent",
      "start_s": 57.9,
      "end_s": 59.0,
      "text_en": "What name did you say? Kamal?",
      "text_native": "क्या नाम बताया आपने कमल?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 30,
      "speaker": "customer",
      "start_s": 59.3,
      "end_s": 59.8,
      "text_en": "Kamal, Kamal.",
      "text_native": "कमल कमल"
    },
    {
      "ucid": "21112178953973671",
      "idx": 31,
      "speaker": "agent",
      "start_s": 60.0,
      "end_s": 61.1,
      "text_en": "No, the company's name, the firm's name.",
      "text_native": "नहीं कंपनी का नाम फर्म का नाम"
    },
    {
      "ucid": "21112178953973671",
      "idx": 32,
      "speaker": "customer",
      "start_s": 61.1,
      "end_s": 62.5,
      "text_en": "The firm's name is that only, JSW Kamal.",
      "text_native": "फर्म का नाम वही है JSW कमल"
    },
    {
      "ucid": "21112178953973671",
      "idx": 33,
      "speaker": "agent",
      "start_s": 62.7,
      "end_s": 63.4,
      "text_en": "JSW Kamal?",
      "text_native": "JSW कमल?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 34,
      "speaker": "customer",
      "start_s": 63.6,
      "end_s": 63.9,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178953973671",
      "idx": 35,
      "speaker": "agent",
      "start_s": 64.5,
      "end_s": 64.8,
      "text_en": "Oh.",
      "text_native": "अच्छा"
    },
    {
      "ucid": "21112178953973671",
      "idx": 36,
      "speaker": "customer",
      "start_s": 65.8,
      "end_s": 71.4,
      "text_en": "The name on their packet itself is entirely JSW. Their company is one of yours. Here volume, it's in Goa also, it's here in Belgaum, in Hubli, in Kolhapur. It's a big branch.",
      "text_native": "उनका जो पैकेट का नाम ही है पूरा JSW उनका कंपनी एक आपने है इधर वॉल्यूम इधर गोवा में भी है इधर बेलगाम में है हुबली में है कोल्हापुर में है बड़ा ब्रांच है वो"
    },
    {
      "ucid": "21112178953973671",
      "idx": 37,
      "speaker": "agent",
      "start_s": 71.5,
      "end_s": 72.6,
      "text_en": "Oh, okay, okay, okay.",
      "text_native": "अच्छा अच्छा अच्छा अच्छा"
    },
    {
      "ucid": "21112178953973671",
      "idx": 38,
      "speaker": "customer",
      "start_s": 72.6,
      "end_s": 74.9,
      "text_en": "Yes, it doesn't come from your Mumbai, theirs comes directly from Ballari, JSW.",
      "text_native": "हां तुम्हारे मुंबई से नहीं आता उनका डायरेक्ट बल्लारी से आता है JSW"
    },
    {
      "ucid": "21112178953973671",
      "idx": 39,
      "speaker": "agent",
      "start_s": 75.1,
      "end_s": 76.3,
      "text_en": "Hmm hmm. Our plant is there only.",
      "text_native": "हम्म हम्म वहीं पे प्लांट है हमारा"
    },
    {
      "ucid": "21112178953973671",
      "idx": 40,
      "speaker": "customer",
      "start_s": 76.6,
      "end_s": 77.0,
      "text_en": "Where?",
      "text_native": "किधर?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 41,
      "speaker": "agent",
      "start_s": 77.5,
      "end_s": 78.4,
      "text_en": "The plant is in Ballari itself.",
      "text_native": "बल्लारी में ही प्लांट है"
    },
    {
      "ucid": "21112178953973671",
      "idx": 42,
      "speaker": "customer",
      "start_s": 78.4,
      "end_s": 80.8,
      "text_en": "Yes, the material is dispatched to them from that plant. Vidyanagar, right?",
      "text_native": "हां वो प्लांट से इनको डिस्पैच होता है मटेरियल विजयनगर राइट?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 43,
      "speaker": "agent",
      "start_s": 80.8,
      "end_s": 82.0,
      "text_en": "Vidyanagar, yes. Hmm hmm.",
      "text_native": "विजयनगर हां हम्म हम्म"
    },
    {
      "ucid": "21112178953973671",
      "idx": 44,
      "speaker": "customer",
      "start_s": 82.5,
      "end_s": 82.7,
      "text_en": "Hmm.",
      "text_native": "हम्म"
    },
    {
      "ucid": "21112178953973671",
      "idx": 45,
      "speaker": "agent",
      "start_s": 83.6,
      "end_s": 85.8,
      "text_en": "Barkat ji, at least start with us as well.",
      "text_native": "बरकत जी एटलीस्ट स्टार्ट तो करते हैं आप हमसे भी"
    },
    {
      "ucid": "21112178953973671",
      "idx": 46,
      "speaker": "customer",
      "start_s": 86.0,
      "end_s": 88.3,
      "text_en": "No, it's not about starting, we have received a lot of support from them.",
      "text_native": "नहीं स्टार्ट क्या बात नहीं है अब इनका सपोर्ट बहुत मिला है हमारे को"
    },
    {
      "ucid": "21112178953973671",
      "idx": 47,
      "speaker": "agent",
      "start_s": 88.7,
      "end_s": 89.1,
      "text_en": "Oh.",
      "text_native": "अच्छा"
    },
    {
      "ucid": "21112178953973671",
      "idx": 48,
      "speaker": "customer",
      "start_s": 89.6,
      "end_s": 92.2,
      "text_en": "Now if I say like this, if I falter like this in marketing, then they get upset.",
      "text_native": "अभी ऐसा बोलेंगे मार्केटिंग में एकदम ऐसा चुकेंगे ना तो वो नाराज हो जाते हैं"
    },
    {
      "ucid": "21112178953973671",
      "idx": 49,
      "speaker": "agent",
      "start_s": 92.4,
      "end_s": 92.9,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म"
    },
    {
      "ucid": "21112178953973671",
      "idx": 50,
      "speaker": "customer",
      "start_s": 93.3,
      "end_s": 95.8,
      "text_en": "They won't say it to my face, but they will say, \"Brother, we support you so much.\"",
      "text_native": "ऐसा सामने तो नहीं बोलेंगे ऐसा बोल देंगे भाई हम इतना सपोर्ट करते हैं"
    },
    {
      "ucid": "21112178953973671",
      "idx": 51,
      "speaker": "agent",
      "start_s": 96.6,
      "end_s": 97.3,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म"
    },
    {
      "ucid": "21112178953973671",
      "idx": 52,
      "speaker": "customer",
      "start_s": 97.9,
      "end_s": 100.0,
      "text_en": "Earlier, my purchase was actually from Mumbai only. From Taloja.",
      "text_native": "अभी पहले एक्चुअली मुंबई से ही था मेरा परचेस तलोजा से"
    },
    {
      "ucid": "21112178953973671",
      "idx": 53,
      "speaker": "agent",
      "start_s": 100.0,
      "end_s": 103.4,
      "text_en": "No, from Mumbai, I will not serve you from Mumbai. I will give it to you from here, your, where do you need the material?",
      "text_native": "नहीं मुंबई से मैं आपको मुंबई से सर्व नहीं करूंगा मैं आपको दूंगा इधर से आपका आपको कहां पे चाहिए मटेरियल?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 54,
      "speaker": "customer",
      "start_s": 103.7,
      "end_s": 104.2,
      "text_en": "Belgaum.",
      "text_native": "बेलगाम"
    },
    {
      "ucid": "21112178953973671",
      "idx": 55,
      "speaker": "agent",
      "start_s": 104.5,
      "end_s": 107.0,
      "text_en": "In Belgaum, right? I will give it to you from Hubli or from Ballari. Or I will give it directly from the plant.",
      "text_native": "बेलगाम में ना मैं आपको हुबली से या फिर बल्लारी से दूंगा या तो प्लांट से दूंगा मैं डायरेक्टली"
    },
    {
      "ucid": "21112178953973671",
      "idx": 56,
      "speaker": "customer",
      "start_s": 107.3,
      "end_s": 110.4,
      "text_en": "No, you will give, but the rate, you will have to come and visit in Mumbai once. Where is your company in Mumbai, where is the office?",
      "text_native": "नहीं देंगे रेट थोड़ा एक बार आपको मुंबई में आके विजिट करना पड़ेगा आपका कंपनी किधर है मुंबई में ऑफिस किधर है?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 57,
      "speaker": "agent",
      "start_s": 110.4,
      "end_s": 112.0,
      "text_en": "Mine is in BKC. My office is in BKC.",
      "text_native": "मेरा बीकेसी में है बीकेसी में ऑफिस है मेरा"
    },
    {
      "ucid": "21112178953973671",
      "idx": 58,
      "speaker": "customer",
      "start_s": 112.2,
      "end_s": 114.0,
      "text_en": "No, where in BKC, it's also in our Taloja, right?",
      "text_native": "नहीं बीकेसी किधर ये अपना तलोजा में भी है ना?"
    },
    {
      "ucid": "21112178953973671",
      "idx": 59,
      "speaker": "agent",
      "start_s": 114.3,
      "end_s": 117.6,
      "text_en": "No, not Taloja. That's where my warehouse is. My material is kept there. My office is in BKC.",
      "text_native": "नहीं तलोजा नहीं वो वहां मेरा वेयरहाउस है वहां पे मेरा माल रखा रहता है ऑफिस मेरा है बीकेसी में"
    },
    {
      "ucid": "21112178953973671",
      "idx": 60,
      "speaker": "customer",
      "start_s": 117.8,
      "end_s": 120.4,
      "text_en": "Oh. If you come tomorrow then... It's fine, it's fine. What's the problem? I have to come anyway.",
      "text_native": "अच्छा कल आते हैं तो चलेगा चलेगा क्या प्रॉब्लम है मुझे तो आना है"
    },
    {
      "ucid": "21112178953973671",
      "idx": 61,
      "speaker": "agent",
      "start_s": 120.4,
      "end_s": 122.4,
      "text_en": "Sir, can I call you back in a minute? I have come near a sir here.",
      "text_native": "सर एक मिनट आपको मैं कॉल बैक करूं थोड़ा इधर सर एक पास आया हूं"
    },
    {
      "ucid": "21112178953973671",
      "idx": 62,
      "speaker": "customer",
      "start_s": 122.4,
      "end_s": 124.2,
      "text_en": "Sure, sure. Okay? No okay.",
      "text_native": "श्योर श्योर ओके नो ओके"
    },
    {
      "ucid": "21112178953973671",
      "idx": 63,
      "speaker": "agent",
      "start_s": 124.4,
      "end_s": 124.8,
      "text_en": "Okay.",
      "text_native": "ओके"
    },
    {
      "ucid": "21112178953973671",
      "idx": 64,
      "speaker": "customer",
      "start_s": 125.3,
      "end_s": 126.0,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953973671",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak at the start of the call."
    },
    {
      "ucid": "21112178953973671",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and went straight to asking for a requirement."
    },
    {
      "ucid": "21112178953973671",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "[31s] CUSTOMER: Every month we need 60 tons of material.",
      "comment": "Agent covered monthly tonnage, current supplier, and payment terms, hitting 3 of 6 discovery points."
    },
    {
      "ucid": "21112178953973671",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[33s] AGENT: So connect with the company directly, no? Why are you routing through traders or distributors?",
      "comment": "Agent pitched the 'buy direct' USP, which was highly relevant to the customer's situation of buying via a distributor."
    },
    {
      "ucid": "21112178953973671",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[100s] AGENT: ...where do you need the material?",
      "comment": "Agent confirmed an ongoing requirement and captured product type, thickness, monthly volume, and location."
    },
    {
      "ucid": "21112178953973671",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[120s] AGENT: Sir, can I call you back in a minute?",
      "comment": "Agent committed to calling the customer back, which the customer agreed to."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953973671",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "[49s] CUSTOMER: No, they are giving us credit, no? They are giving us one month's time, no?",
      "response": "[51s] AGENT: I have credit here too. I have credit here as well."
    },
    {
      "ucid": "21112178953973671",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "[22s] CUSTOMER: Yes, our work is connected with them. Kamal Industries.",
      "response": "[46s] AGENT: No, no, yes, I understand that. But you, I mean, give us a chance too, no?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)"
  ],
  "objection_phrases_list": []
}