{
  "ucid": "21112178973028931",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:48:09",
  "end_time": "2026-09-18 16:51:02",
  "duration_sec": 173,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa571450fbe6a707006fe65de41c1d896.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1371,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973028931__DIAa571450fbe6a707006fe65de41c1d896.mp3",
  "audio_bytes": 447120,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 149.04,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello?   (हॅलो?)\n[6s] CUSTOMER: Hello.   (हॅलो.)\n[6s] AGENT: Is this Amit sir speaking from Nagpur Air Ducting?   (अमित सर बोलताय का नागपूर एअर डक्टिंग?)\n[8s] CUSTOMER: Yes.   (जी.)\n[9s] AGENT: Mishra, hello, this is Sudip speaking from JSW One MSME.   (मिश्रा नमस्कार, सुदीप बोलतोय JSW One MSME मधना.)\n[11s] CUSTOMER: Jindal Steel. Yes, tell me.   (जिंदाल स्टील. बोला ना.)\n[12s] AGENT: Yes, tell me. Your company was registered on our portal for Nagpur, sir. I had called regarding steel sheets, sir.   (बोला ना. तुमची कंपनी रजिस्टर्ड होती सर पोर्टलवर आपल्या नागपूरसाठी. स्टील पत्र्या संदर्भात फोन केला होता सर तुम्हाला.)\n[16s] AGENT: An inquiry had come from your side in the system. Unfortunately, an order didn't come, sir. So...   (सिस्टममध्ये इन्क्वायरी आली होती आपल्याकडनं. अनफॉर्च्युनेटली ऑर्डर नाही आली सर. तर...)\n[19s] CUSTOMER: Actually, calls were made, you didn't reply to me at all. Someone named Rajesh or something was the name. I replied to him so many times, he didn't reply to me at all.   (ऍक्च्युली फोन केले होते, तुम्ही रिप्लायच नाही दिला मला. कोणी राजेश म्हणून काहीतरी होतं नाव. त्यांना मी किती रिप्लाय केला, त्यांनी रिप्लायच नाही दिला मला.)\n[25s] AGENT: Is that so? What name did you say? Rajesh?   (असं आहे का? काय नाव म्हटलंय? राजेश?)\n[26s] CUSTOMER: Yes, his name was something like Rajesh.   (हो, काही राजेशच नाव होतं त्यांचं.)\n[28s] AGENT: Okay, okay. Now what's your... No problem. Your account manager...   (अच्छा अच्छा. आता काय तुमचं... काही प्रॉब्लेम नाही. तुमचा अकाउंट मॅनेजर...)\n[30s] CUSTOMER: I needed a five-tonne roll.   (पाच टनचा रोल पाहिजे होता मला.)\n[32s] AGENT: Do you need a coil?   (कॉइल पाहिजे का तुम्हाला?)\n[33s] CUSTOMER: 22 gauge.   (बावीस गेज.)\n[34s] AGENT: Wait a minute sir, I'll immediately give you an update on this... When are you planning to take it?   (एक मिनिट थांबा सर, मी लगेच तुम्हाला ना ह्याचा अपडेट... कधी प्लॅनिंग करताय घ्यायचं?)\n[37s] CUSTOMER: You send me the quotation. I will finalize it then.   (तू मला कोटेशन पाठव. मी मग फायनल करतो.)\n[38s] AGENT: That would be 0.6 mm thickness, right?   (0.6 mm थिकनेस झाली ना?)\n[40s] CUSTOMER: No no, 70.   (नाही नाही, 70.)\n[41s] AGENT: 0.7. Okay. 1200... is our width 1220?   (0.7. ओके. बाराशे... बाराशे वीसची विड्थ आहे ना आपली?)\n[43s] CUSTOMER: Yes.   (हो.)\n[44s] CUSTOMER: Four... four... I need it four feet like that. And five... five tonnes needed.   (चार... चार... चार फूट अशी पाहिजे मला. आणि पाच... पाच टन पाहिजे.)\n[47s] AGENT: Five tonnes of material needed. Regular... 80 GSM regular.   (पाच टन मटेरियल पाहिजे. रेग्युलर... 80 GSM रेग्युलर.)\n[49s] CUSTOMER: Eighty... eighty MT. Okay.   (ऐंशी... ऐंशी एमटी. ओके.)\n[50s] AGENT: It comes in that, a five-tonne one. Where will our delivery be?   (येते त्याच्यामध्ये पाच टनाची. डिलिव्हरी कुठे राहील आपली?)\n[52s] CUSTOMER: Hello? Nagpur.   (हॅलो? नागपूर.)\n[53s] AGENT: In Nagpur. Okay. Which company... I mean, which company's brand do we need? Is there anything specific?   (नागपूरला. ओके. कोणता कंपनी... म्हणजे कोणत्या कंपनीचा ब्रँड लागतो आपल्याला? काही स्पेसिफिक आहे का?)\n[56s] CUSTOMER: JSW. I mostly use JSW. If it's not available in the market, then I use Tata.   (JSW. सगळ्यात जास्त तर JSW च युज करतो मी. बाकी मार्केटमधी नाही राहिलं ना तर मग टाटा युज करतो.)\n[60s] AGENT: So your preference number one is JSW, otherwise Tata, otherwise Nayara.   (म्हणजे प्रेफरन्स नंबर वन तुमचा JSW, नाहीतर मग टाटा, नाहीतर मग नायरा.)\n[62s] CUSTOMER: No no, just these two. We don't use any other. Tata, JSW.   (नाही नाही, बस ही दोन्ही. आपण दुसरं युज नाही करत. टाटा, JSW.)\n[64s] AGENT: Now, is this the delivery address? Vishwakarma Nagar, Rajkamal Chowk, Parvati Nagar?   (आता हे डिलिव्हरी ऍड्रेस हाच आहे ना? विश्वकर्मा नगर, राजकमल चौक, पार्वती नगर?)\n[67s] CUSTOMER: Correct.   (बरोबर.)\n[68s] AGENT: Your pincode is 440027. So our payment term is 100% advance against PI.   (पिनकोड तुमचा 440027. तर पेमेंट टर्म्स आपला 100% ऍडव्हान्स आहे अगेन्स्ट पीआय.)\n[71s] CUSTOMER: That's fine, no problem.   (चालेल, काही प्रॉब्लेम नाही.)\n[72s] AGENT: It's only for the first two orders. From the third one, I will arrange credit for you, sir.   (पहिल्या दोन ऑर्डरसाठी आहे फक्त. तिसऱ्यापासून क्रेडिट करून देईल सर मी तुम्हाला.)\n[75s] CUSTOMER: Okay.   (ओके.)\n[75s] AGENT: Okay? Ours is a ducting application, right?   (ठीक आहे? डक्टिंगचं ऍप्लिकेशन आहे ना आपलं?)\n[77s] CUSTOMER: Ducting, my work is of ducting.   (डक्टिंग, डक्टिंगचं काम आहे माझं.)\n[78s] AGENT: Okay. Alright. Just give me half an hour, I will send you the quotation. Okay?   (ओके. ठीक आहे. मला फक्त एक अर्धा तास द्या, मी तुम्हाला कोटेशन पाठवतो. ओके?)\n[81s] CUSTOMER: Alright, yes yes. Alright.   (ठीक आहे, हो हो. ठीक आहे.)\n[82s] CUSTOMER: From the market... send it for less than what I get from the market.   (मार्केटमधून... मार्केटमधून कमीच पाठव जा जे मी घेतो.)\n[84s] AGENT: Our Bhandara... our warehouse is on Bhandara road in Nagpur. I will try from there, sir, check and tell you. Okay?   (आपला भंडारा... भंडारा रोडला आपला वेअरहाऊस आहे नागपूरमध्ये. मी तिकडनं प्रयत्न करतो सर चेक करून सांगतो तुम्हाला. ओके?)\n[88s] CUSTOMER: Alright then, yes yes. Alright.   (ठीक आहे ना, हो हो हा. ठीक आहे.)\n[89s] AGENT: Yes.   (हा.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 44,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "44 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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": 6.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When the customer asks for a price lower than the market, use the 'landed cost' rebuttal to reframe the conversation, instead of just promising to check.",
  "usp_relevance": "mismatched",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a ducting manufacturer from Nagpur, stated an immediate requirement for 5 tonnes of 22 gauge GI coil. The customer also complained about a lack of response from a previous JSW agent. The agent captured the detailed material specifications and committed to sending a quotation within half an hour.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is this Amit sir speaking from Nagpur Air Ducting? ... this is Sudip speaking from JSW One MSME.\", \"comment\": \"Agent identified self, company, and customer, and the customer immediately engaged, fulfilling the intent of getting permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer interrupted with a past complaint and a direct requirement before the agent could deliver a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Ducting, my work is of ducting. ... which company's brand do we need? ... So our payment term is 100% advance against PI.\", \"comment\": \"Agent covered application, brands, and payment terms, but did not ask about total monthly tonnage or JSW's share of business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"From the third one, I will arrange credit for you, sir.\", \"comment\": \"Agent pitched only one USP (credit), which was not triggered by the customer, and failed to pitch any USPs relevant to the customer's stated needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"22 gauge. ... 0.7. Okay. ... Five tonnes of material needed. ... delivery कुठे राहील आपली? ... Nagpur.\", \"comment\": \"Agent successfully captured the full requirement: quantity (5T), thickness (0.7mm/22g), width (4ft/1220mm), grade (80 GSM), and location (Nagpur).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Just give me half an hour, I will send you the quotation. Okay?\", \"comment\": \"Agent set a clear, committed next step of sending a quotation with a specific turnaround time of 30 minutes, which the customer accepted.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"When the customer asks for a price lower than the market, use the 'landed cost' rebuttal to reframe the conversation, instead of just promising to check.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"From the market... send it for less than what I get from the market.\", \"response\": \"Our Bhandara... our warehouse is on Bhandara road in Nagpur. I will try from there, sir, check and tell you. Okay?\"}], \"call_summary\": \"The customer, a ducting manufacturer from Nagpur, stated an immediate requirement for 5 tonnes of 22 gauge GI coil. The customer also complained about a lack of response from a previous JSW agent. The agent captured the detailed material specifications and committed to sending a quotation within half an hour.\"}",
  "error": null,
  "latency_ms": 42093,
  "input_tokens": 4312,
  "output_tokens": 951,
  "created_at": "2026-09-25 11:54:54",
  "sentiment": "positive",
  "sentiment_score": 0.167,
  "sentiment_confidence": "high",
  "pos": 13,
  "neg": 7,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.594,
  "agent_talk_sec": 45.3,
  "customer_talk_sec": 31.0,
  "dead_air_sec": 96.7,
  "longest_monologue_sec": 6.4,
  "agent_wpm": 335.1,
  "interruptions": 0,
  "agent_turns": 22,
  "customer_turns": 22,
  "discovery_qs": 18,
  "words_agent": 253,
  "words_customer": 152,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973028931",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.07,
      "end_s": 5.47,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.7,
      "end_s": 6.07,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178973028931",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.43,
      "end_s": 7.9,
      "text_en": "Is this Amit sir speaking from Nagpur Air Ducting?",
      "text_native": "अमित सर बोलताय का नागपूर एअर डक्टिंग?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.13,
      "end_s": 8.36,
      "text_en": "Yes.",
      "text_native": "जी."
    },
    {
      "ucid": "21112178973028931",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 10.8,
      "text_en": "Mishra, hello, this is Sudip speaking from JSW One MSME.",
      "text_native": "मिश्रा नमस्कार, सुदीप बोलतोय JSW One MSME मधना."
    },
    {
      "ucid": "21112178973028931",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.87,
      "text_en": "Jindal Steel. Yes, tell me.",
      "text_native": "जिंदाल स्टील. बोला ना."
    },
    {
      "ucid": "21112178973028931",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.87,
      "end_s": 15.4,
      "text_en": "Yes, tell me. Your company was registered on our portal for Nagpur, sir. I had called regarding steel sheets, sir.",
      "text_native": "बोला ना. तुमची कंपनी रजिस्टर्ड होती सर पोर्टलवर आपल्या नागपूरसाठी. स्टील पत्र्या संदर्भात फोन केला होता सर तुम्हाला."
    },
    {
      "ucid": "21112178973028931",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.89,
      "end_s": 18.8,
      "text_en": "An inquiry had come from your side in the system. Unfortunately, an order didn't come, sir. So...",
      "text_native": "सिस्टममध्ये इन्क्वायरी आली होती आपल्याकडनं. अनफॉर्च्युनेटली ऑर्डर नाही आली सर. तर..."
    },
    {
      "ucid": "21112178973028931",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 24.2,
      "text_en": "Actually, calls were made, you didn't reply to me at all. Someone named Rajesh or something was the name. I replied to him so many times, he didn't reply to me at all.",
      "text_native": "ऍक्च्युली फोन केले होते, तुम्ही रिप्लायच नाही दिला मला. कोणी राजेश म्हणून काहीतरी होतं नाव. त्यांना मी किती रिप्लाय केला, त्यांनी रिप्लायच नाही दिला मला."
    },
    {
      "ucid": "21112178973028931",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.57,
      "end_s": 26.01,
      "text_en": "Is that so? What name did you say? Rajesh?",
      "text_native": "असं आहे का? काय नाव म्हटलंय? राजेश?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.21,
      "end_s": 27.58,
      "text_en": "Yes, his name was something like Rajesh.",
      "text_native": "हो, काही राजेशच नाव होतं त्यांचं."
    },
    {
      "ucid": "21112178973028931",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.9,
      "end_s": 29.9,
      "text_en": "Okay, okay. Now what's your... No problem. Your account manager...",
      "text_native": "अच्छा अच्छा. आता काय तुमचं... काही प्रॉब्लेम नाही. तुमचा अकाउंट मॅनेजर..."
    },
    {
      "ucid": "21112178973028931",
      "idx": 12,
      "speaker": "customer",
      "start_s": 29.9,
      "end_s": 31.4,
      "text_en": "I needed a five-tonne roll.",
      "text_native": "पाच टनचा रोल पाहिजे होता मला."
    },
    {
      "ucid": "21112178973028931",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.9,
      "end_s": 32.7,
      "text_en": "Do you need a coil?",
      "text_native": "कॉइल पाहिजे का तुम्हाला?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.9,
      "end_s": 33.4,
      "text_en": "22 gauge.",
      "text_native": "बावीस गेज."
    },
    {
      "ucid": "21112178973028931",
      "idx": 15,
      "speaker": "agent",
      "start_s": 33.8,
      "end_s": 36.4,
      "text_en": "Wait a minute sir, I'll immediately give you an update on this... When are you planning to take it?",
      "text_native": "एक मिनिट थांबा सर, मी लगेच तुम्हाला ना ह्याचा अपडेट... कधी प्लॅनिंग करताय घ्यायचं?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 38.3,
      "text_en": "You send me the quotation. I will finalize it then.",
      "text_native": "तू मला कोटेशन पाठव. मी मग फायनल करतो."
    },
    {
      "ucid": "21112178973028931",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.3,
      "end_s": 39.6,
      "text_en": "That would be 0.6 mm thickness, right?",
      "text_native": "0.6 mm थिकनेस झाली ना?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 18,
      "speaker": "customer",
      "start_s": 39.7,
      "end_s": 40.5,
      "text_en": "No no, 70.",
      "text_native": "नाही नाही, 70."
    },
    {
      "ucid": "21112178973028931",
      "idx": 19,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 43.0,
      "text_en": "0.7. Okay. 1200... is our width 1220?",
      "text_native": "0.7. ओके. बाराशे... बाराशे वीसची विड्थ आहे ना आपली?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 20,
      "speaker": "customer",
      "start_s": 43.2,
      "end_s": 43.5,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178973028931",
      "idx": 21,
      "speaker": "customer",
      "start_s": 43.9,
      "end_s": 46.6,
      "text_en": "Four... four... I need it four feet like that. And five... five tonnes needed.",
      "text_native": "चार... चार... चार फूट अशी पाहिजे मला. आणि पाच... पाच टन पाहिजे."
    },
    {
      "ucid": "21112178973028931",
      "idx": 22,
      "speaker": "agent",
      "start_s": 47.0,
      "end_s": 48.8,
      "text_en": "Five tonnes of material needed. Regular... 80 GSM regular.",
      "text_native": "पाच टन मटेरियल पाहिजे. रेग्युलर... 80 GSM रेग्युलर."
    },
    {
      "ucid": "21112178973028931",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.0,
      "end_s": 50.0,
      "text_en": "Eighty... eighty MT. Okay.",
      "text_native": "ऐंशी... ऐंशी एमटी. ओके."
    },
    {
      "ucid": "21112178973028931",
      "idx": 24,
      "speaker": "agent",
      "start_s": 50.0,
      "end_s": 51.8,
      "text_en": "It comes in that, a five-tonne one. Where will our delivery be?",
      "text_native": "येते त्याच्यामध्ये पाच टनाची. डिलिव्हरी कुठे राहील आपली?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 25,
      "speaker": "customer",
      "start_s": 51.8,
      "end_s": 52.8,
      "text_en": "Hello? Nagpur.",
      "text_native": "हॅलो? नागपूर."
    },
    {
      "ucid": "21112178973028931",
      "idx": 26,
      "speaker": "agent",
      "start_s": 53.2,
      "end_s": 55.8,
      "text_en": "In Nagpur. Okay. Which company... I mean, which company's brand do we need? Is there anything specific?",
      "text_native": "नागपूरला. ओके. कोणता कंपनी... म्हणजे कोणत्या कंपनीचा ब्रँड लागतो आपल्याला? काही स्पेसिफिक आहे का?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 27,
      "speaker": "customer",
      "start_s": 55.8,
      "end_s": 59.5,
      "text_en": "JSW. I mostly use JSW. If it's not available in the market, then I use Tata.",
      "text_native": "JSW. सगळ्यात जास्त तर JSW च युज करतो मी. बाकी मार्केटमधी नाही राहिलं ना तर मग टाटा युज करतो."
    },
    {
      "ucid": "21112178973028931",
      "idx": 28,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 62.0,
      "text_en": "So your preference number one is JSW, otherwise Tata, otherwise Nayara.",
      "text_native": "म्हणजे प्रेफरन्स नंबर वन तुमचा JSW, नाहीतर मग टाटा, नाहीतर मग नायरा."
    },
    {
      "ucid": "21112178973028931",
      "idx": 29,
      "speaker": "customer",
      "start_s": 62.0,
      "end_s": 64.0,
      "text_en": "No no, just these two. We don't use any other. Tata, JSW.",
      "text_native": "नाही नाही, बस ही दोन्ही. आपण दुसरं युज नाही करत. टाटा, JSW."
    },
    {
      "ucid": "21112178973028931",
      "idx": 30,
      "speaker": "agent",
      "start_s": 64.4,
      "end_s": 67.2,
      "text_en": "Now, is this the delivery address? Vishwakarma Nagar, Rajkamal Chowk, Parvati Nagar?",
      "text_native": "आता हे डिलिव्हरी ऍड्रेस हाच आहे ना? विश्वकर्मा नगर, राजकमल चौक, पार्वती नगर?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 31,
      "speaker": "customer",
      "start_s": 67.4,
      "end_s": 67.9,
      "text_en": "Correct.",
      "text_native": "बरोबर."
    },
    {
      "ucid": "21112178973028931",
      "idx": 32,
      "speaker": "agent",
      "start_s": 68.1,
      "end_s": 70.8,
      "text_en": "Your pincode is 440027. So our payment term is 100% advance against PI.",
      "text_native": "पिनकोड तुमचा 440027. तर पेमेंट टर्म्स आपला 100% ऍडव्हान्स आहे अगेन्स्ट पीआय."
    },
    {
      "ucid": "21112178973028931",
      "idx": 33,
      "speaker": "customer",
      "start_s": 71.1,
      "end_s": 72.1,
      "text_en": "That's fine, no problem.",
      "text_native": "चालेल, काही प्रॉब्लेम नाही."
    },
    {
      "ucid": "21112178973028931",
      "idx": 34,
      "speaker": "agent",
      "start_s": 72.1,
      "end_s": 74.8,
      "text_en": "It's only for the first two orders. From the third one, I will arrange credit for you, sir.",
      "text_native": "पहिल्या दोन ऑर्डरसाठी आहे फक्त. तिसऱ्यापासून क्रेडिट करून देईल सर मी तुम्हाला."
    },
    {
      "ucid": "21112178973028931",
      "idx": 35,
      "speaker": "customer",
      "start_s": 75.0,
      "end_s": 75.4,
      "text_en": "Okay.",
      "text_native": "ओके."
    },
    {
      "ucid": "21112178973028931",
      "idx": 36,
      "speaker": "agent",
      "start_s": 75.4,
      "end_s": 76.8,
      "text_en": "Okay? Ours is a ducting application, right?",
      "text_native": "ठीक आहे? डक्टिंगचं ऍप्लिकेशन आहे ना आपलं?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 37,
      "speaker": "customer",
      "start_s": 77.0,
      "end_s": 78.2,
      "text_en": "Ducting, my work is of ducting.",
      "text_native": "डक्टिंग, डक्टिंगचं काम आहे माझं."
    },
    {
      "ucid": "21112178973028931",
      "idx": 38,
      "speaker": "agent",
      "start_s": 78.2,
      "end_s": 80.8,
      "text_en": "Okay. Alright. Just give me half an hour, I will send you the quotation. Okay?",
      "text_native": "ओके. ठीक आहे. मला फक्त एक अर्धा तास द्या, मी तुम्हाला कोटेशन पाठवतो. ओके?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 39,
      "speaker": "customer",
      "start_s": 81.0,
      "end_s": 82.0,
      "text_en": "Alright, yes yes. Alright.",
      "text_native": "ठीक आहे, हो हो. ठीक आहे."
    },
    {
      "ucid": "21112178973028931",
      "idx": 40,
      "speaker": "customer",
      "start_s": 82.0,
      "end_s": 84.0,
      "text_en": "From the market... send it for less than what I get from the market.",
      "text_native": "मार्केटमधून... मार्केटमधून कमीच पाठव जा जे मी घेतो."
    },
    {
      "ucid": "21112178973028931",
      "idx": 41,
      "speaker": "agent",
      "start_s": 84.0,
      "end_s": 87.8,
      "text_en": "Our Bhandara... our warehouse is on Bhandara road in Nagpur. I will try from there, sir, check and tell you. Okay?",
      "text_native": "आपला भंडारा... भंडारा रोडला आपला वेअरहाऊस आहे नागपूरमध्ये. मी तिकडनं प्रयत्न करतो सर चेक करून सांगतो तुम्हाला. ओके?"
    },
    {
      "ucid": "21112178973028931",
      "idx": 42,
      "speaker": "customer",
      "start_s": 87.9,
      "end_s": 89.2,
      "text_en": "Alright then, yes yes. Alright.",
      "text_native": "ठीक आहे ना, हो हो हा. ठीक आहे."
    },
    {
      "ucid": "21112178973028931",
      "idx": 43,
      "speaker": "agent",
      "start_s": 89.2,
      "end_s": 89.5,
      "text_en": "Yes.",
      "text_native": "हा."
    }
  ],
  "steps": [
    {
      "ucid": "21112178973028931",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is this Amit sir speaking from Nagpur Air Ducting? ... this is Sudip speaking from JSW One MSME.",
      "comment": "Agent identified self, company, and customer, and the customer immediately engaged, fulfilling the intent of getting permission to speak."
    },
    {
      "ucid": "21112178973028931",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer interrupted with a past complaint and a direct requirement before the agent could deliver a supply or price hook."
    },
    {
      "ucid": "21112178973028931",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 4,
      "evidence": "Ducting, my work is of ducting. ... which company's brand do we need? ... So our payment term is 100% advance against PI.",
      "comment": "Agent covered application, brands, and payment terms, but did not ask about total monthly tonnage or JSW's share of business."
    },
    {
      "ucid": "21112178973028931",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "From the third one, I will arrange credit for you, sir.",
      "comment": "Agent pitched only one USP (credit), which was not triggered by the customer, and failed to pitch any USPs relevant to the customer's stated needs."
    },
    {
      "ucid": "21112178973028931",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "22 gauge. ... 0.7. Okay. ... Five tonnes of material needed. ... delivery कुठे राहील आपली? ... Nagpur.",
      "comment": "Agent successfully captured the full requirement: quantity (5T), thickness (0.7mm/22g), width (4ft/1220mm), grade (80 GSM), and location (Nagpur)."
    },
    {
      "ucid": "21112178973028931",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Just give me half an hour, I will send you the quotation. Okay?",
      "comment": "Agent set a clear, committed next step of sending a quotation with a specific turnaround time of 30 minutes, which the customer accepted."
    }
  ],
  "objections": [
    {
      "ucid": "21112178973028931",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "From the market... send it for less than what I get from the market.",
      "response": "Our Bhandara... our warehouse is on Bhandara road in Nagpur. I will try from there, sir, check and tell you. Okay?"
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}