{
  "ucid": "21112178973218271",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:19:42",
  "end_time": "2026-09-18 17:23:07",
  "duration_sec": 205,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7eaa7dc0fcfd29c7a7d5fcfc6f9d2db3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1356,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973218271__DIA7eaa7dc0fcfd29c7a7d5fcfc6f9d2db3.mp3",
  "audio_bytes": 567216,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 189.072,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Swastik Engineering Works?\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Sir, Anukriti is speaking from JSW One.   (सर अनुकृति बात कर रही हूं JSW One से।)\n[7s] CUSTOMER: Yes sir?   (हां सर?)\n[7s] AGENT: JSW One Jindal Steel.\n[9s] CUSTOMER: JSW... okay.   (JSW... अच्छा।)\n[10s] AGENT: Yes.   (हां।)\n[10s] CUSTOMER: Which city are you calling from?   (कौनसे सिटी से बोल रहे आप?)\n[11s] AGENT: I am speaking from JSW, sir, from Mumbai.   (JSW से बात कर रही हूं सर मुंबई से।)\n[13s] CUSTOMER: Are you speaking from Mumbai? Okay.   (मुंबई से बोल रहे क्या? अच्छा।)\n[14s] AGENT: Hm.   (हम्म।)\n[15s] CUSTOMER: Okay.   (अच्छा।)\n[15s] AGENT: I wanted to ask if you have any requirement in CR, sir?   (काय रिक्वायरमेंट आहे का विचारायचं होतं सर CR मध्ये?)\n[18s] CUSTOMER: Now, do you know the rate?   (आता, तुम्हाला रेट माहित आहे का?)\n[20s] AGENT: The rate, sir, I will have to generate an enquiry and then tell you.   (रेट सर, इन्क्वायरी जनरेट करून सांगावी लागेल.)\n[22s] CUSTOMER: Point five zero, point six zero mm, 1250 by 2500, CRCA, JSW One.   (पॉईंट फाईव्ह झिरो, पॉईंट सिक्स झिरो mm, बाराशे पन्नास by पंचवीशे, CRCA, JSW One.)\n[27s] AGENT: Hm.   (हम्म।)\n[27s] CUSTOMER: And the one that is recommended for furniture.   (आणि फर्निचर साठी जे रेकमेंडेड आहे ते.)\n[29s] AGENT: For CR1? CR1.   (CR one चं? CR one.)\n[30s] CUSTOMER: Is it called CR1?   (CR one म्हणतात का त्याला?)\n[31s] AGENT: Yes, CR1.   (हां, CR one.)\n[32s] CUSTOMER: Give me the rates for CR1.   (CR one चे रेट द्या मला.)\n[33s] AGENT: Hm. You are in manufacturing, right sir?   (हम्म. हे तुम्ही मॅन्युफॅक्चरिंग मध्ये आहे ना सर?)\n[35s] CUSTOMER: We do almirah manufacturing, steel furniture.   (अलमिरा मॅन्युफॅक्चरिंग करतो आम्ही स्टील फर्निचर.)\n[37s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[38s] CUSTOMER: Steel almirah. So we always need five zero six zero.   (स्टील अलमिरा. तर आम्हाला फाईव्ह झिरो सिक्स झिरो नेहमी लागते.)\n[40s] AGENT: Understood, understood.   (समजलं समजलं.)\n[41s] CUSTOMER: But what happened is last time I got a WhatsApp from you,   (परंतु ते काय मागच्या वेळेस तुम्हाला तुमच्या मी WhatsApp आला होता मला एक,)\n[44s] AGENT: Hm.   (हम्म।)\n[44s] CUSTOMER: That agency or something you have, right?   (ते एजन्सीनी वगैरे काहीतरी आहे ना तुमचं?)\n[46s] AGENT: Yes, yes.   (हो हो.)\n[47s] CUSTOMER: So in that, I had asked for the rate on WhatsApp and they gave a higher rate.   (तर त्याच्यात मी WhatsApp वर रेट मागितले होते तर त्यांनी रेट जास्त दिले.)\n[50s] AGENT: Hm.   (हम्म।)\n[51s] CUSTOMER: Correct. They gave a higher rate. I bought JSW's from the market.   (बरोबर. रेट जास्त दिले. मार्केट मधून मी घेतली JSW ची.)\n[53s] AGENT: Hm.   (हम्म।)\n[53s] CUSTOMER: I liked the JSW sheet.   (JSW ची शीट मला आवडली.)\n[54s] AGENT: Hm.   (हम्म।)\n[55s] CUSTOMER: I liked JSW's and I liked Pasco's.   (JSW ची आवडली आणि Pasco ची आवडली.)\n[56s] AGENT: Hm.   (हम्म।)\n[57s] CUSTOMER: Either Pasco or JSW, I always purchase.   (Either Pasco or JSW मी नेहमी परचेस करत असतो.)\n[59s] AGENT: Hm, understood sir.   (हम्म, समजलं सर.)\n[100s] CUSTOMER: Every day I need 800-800 kilos or one ton of sheet.   (रोज मला आठशे आठशे किलो किंवा एक टन चद्दर लागते.)\n[103s] AGENT: Understood.   (समजलं.)\n[104s] CUSTOMER: Understood, right? You, you, you give me the rate. Not right now but in the future I can take it. You give me the rate.   (समजलं ना? तुम्ही तुम्ही तुम्ही द्या मला रेट द्या. आता आता तर नाही पण फ्युचर मध्ये मी घेऊ शकतो. तुम्ही मला रेट द्या.)\n[108s] AGENT: Okay sir.   (चालेल सर.)\n[109s] CUSTOMER: What is your name?   (काय नाव तुमचं?)\n[109s] AGENT: Anukriti.   (अनुकृती.)\n[110s] CUSTOMER: Anupriti?   (अनुप्रिती?)\n[111s] AGENT: Anukriti.   (अनुकृती.)\n[111s] CUSTOMER: Anukriti. Correct, right?   (अनुकृती. बरोबर ना?)\n[112s] AGENT: Yes.   (हो.)\n[113s] CUSTOMER: Okay, who is this Kulkarni?   (बरं हे कुलकर्णी कोण आहेत कुलकर्णी?)\n[114s] AGENT: Sir, Kulkarni is not in our department at least.   (सर कुलकर्णी आमच्या डिपार्टमेंट मध्ये तरी नाहीये.)\n[117s] CUSTOMER: No? Which department is yours?   (नाही का? तुमचं कोणचं डिपार्टमेंट आहे?)\n[118s] AGENT: Ours is the sales department.   (आमचं सेल्स डिपार्टमेंट आहे.)\n[119s] CUSTOMER: Sales? Which one is yours?   (सेल्स? तुमचं कोणतं आहे?)\n[120s] AGENT: Sales, sales department sir.   (सेल्स सेल्स डिपार्टमेंट सर.)\n[122s] CUSTOMER: Oh, is it.   (हाव का.)\n[122s] CUSTOMER: Okay, fine.   (बरं ठीक आहे.)\n[123s] AGENT: Okay.   (चालेल.)\n[124s] CUSTOMER: You at least give me the rate.   (तुम्ही मला रेट तर द्या.)\n[125s] AGENT: Do you have a requirement for now or a requirement for later, like next week?   (तुम्हाला आत्ताची रिक्वायरमेंट आहे का नंतर नेक्स्ट वीकची वगैरे रिक्वायरमेंट आहे?)\n[127s] CUSTOMER: I want to check whether the sheet I purchased, I did it at the proper rate or not.   (मला मला चेक करायचे आहे की मी जी शीट परचेस केली ती प्रॉपर रेट मध्ये केली की नाही केली.)\n[131s] AGENT: Okay.   (अच्छा.)\n[131s] CUSTOMER: I want to check that. Meaning you get checked, I get checked.   (मला ते चेक करायचं आहे. म्हणजे तुम्ही चेक होऊन जाता, मी चेक होऊन जातो.)\n[134s] AGENT: Okay.   (चालेल.)\n[135s] CUSTOMER: Okay.   (ठीक आहे.)\n[135s] AGENT: Or not? How the rates are, I'll send it.   (की नाही? की रेट कसे असतात, पाठवते.)\n[137s] CUSTOMER: At least I will get to know this, right?   (हे तर मला कळेल की नाही?)\n[138s] AGENT: Okay.   (ठीक आहे.)\n[138s] CUSTOMER: You give me the rate, send the rate. This number is my WhatsApp. Do it on WhatsApp.   (तुम्ही द्या मला रेट, रेट पाठवा. हा नंबर माझा WhatsApp आहे. WhatsApp वर करा.)\n[141s] AGENT: Okay, okay sir.   (चालेल, चालेल सर.)\n[142s] CUSTOMER: Okay?   (ठीक आहे?)\n[142s] AGENT: Yes.   (हो.)\n[143s] CUSTOMER: Okay, okay.   (ओके, ओके.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"Hindi\", \"English\"]",
  "turn_count": 77,
  "connected": 1,
  "audio_notes": "clear: The call is a mix of Marathi, Hindi, and English, with frequent code-switching.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "77 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You allowed the customer to control the call from the start; next time, deliver your hook before asking for requirements to establish value and handle objections instead of just acknowledging them.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a steel almirah manufacturer, is interested in a benchmark price for CRCA sheets. They have a past price objection but are open to future purchases from JSW. The agent was passive, failing to deliver a hook or pitch, but did capture key discovery information and committed to sending a quote via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Anukriti is speaking from JSW One.\", \"comment\": \"The agent identified themself and the company, but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I wanted to ask if you have any requirement in CR, sir?\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a generic requirement check.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"We do almirah manufacturing, steel furniture.\", \"comment\": \"Agent confirmed manufacturing, and the customer volunteered their end application, monthly tonnage, and current suppliers, covering 4 of 6 discovery points.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, despite the customer raising a clear price objection from a past interaction.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have a requirement for now or a requirement for later, like next week?\", \"comment\": \"The agent successfully asked about the timing of the requirement, qualifying the customer's interest.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You give me the rate, send the rate. This number is my WhatsApp. Do it on WhatsApp.\", \"comment\": \"The call ended with a clear, committed next step: agent to send a quote via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer to control the call from the start; next time, deliver your hook before asking for requirements to establish value and handle objections instead of just acknowledging them.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"I had asked for the rate on WhatsApp and they gave a higher rate.\", \"response\": \"Hm, understood sir.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You give me the rate. Not right now but in the future I can take it. You give me the rate.\", \"response\": \"Okay sir.\"}], \"call_summary\": \"The customer, a steel almirah manufacturer, is interested in a benchmark price for CRCA sheets. They have a past price objection but are open to future purchases from JSW. The agent was passive, failing to deliver a hook or pitch, but did capture key discovery information and committed to sending a quote via WhatsApp.\"}",
  "error": null,
  "latency_ms": 36231,
  "input_tokens": 4655,
  "output_tokens": 906,
  "created_at": "2026-09-25 11:54:06",
  "sentiment": "positive",
  "sentiment_score": 0.484,
  "sentiment_confidence": "high",
  "pos": 20,
  "neg": 1,
  "lex_hits": 29,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.555,
  "agent_talk_sec": 72.9,
  "customer_talk_sec": 58.4,
  "dead_air_sec": 73.7,
  "longest_monologue_sec": 40.8,
  "agent_wpm": 110.3,
  "interruptions": 0,
  "agent_turns": 38,
  "customer_turns": 39,
  "discovery_qs": 6,
  "words_agent": 134,
  "words_customer": 271,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973218271",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178973218271",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.23,
      "end_s": 1.79,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178973218271",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.23,
      "end_s": 3.81,
      "text_en": "Swastik Engineering Works?",
      "text_native": "Swastik Engineering Works?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.04,
      "end_s": 4.54,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 6.54,
      "text_en": "Sir, Anukriti is speaking from JSW One.",
      "text_native": "सर अनुकृति बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.7,
      "end_s": 7.2,
      "text_en": "Yes sir?",
      "text_native": "हां सर?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.3,
      "end_s": 8.5,
      "text_en": "JSW One Jindal Steel.",
      "text_native": "JSW One Jindal Steel."
    },
    {
      "ucid": "21112178973218271",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.5,
      "text_en": "JSW... okay.",
      "text_native": "JSW... अच्छा।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 10.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 9,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.3,
      "text_en": "Which city are you calling from?",
      "text_native": "कौनसे सिटी से बोल रहे आप?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 10,
      "speaker": "agent",
      "start_s": 11.4,
      "end_s": 12.8,
      "text_en": "I am speaking from JSW, sir, from Mumbai.",
      "text_native": "JSW से बात कर रही हूं सर मुंबई से।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 11,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 14.0,
      "text_en": "Are you speaking from Mumbai? Okay.",
      "text_native": "मुंबई से बोल रहे क्या? अच्छा।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 12,
      "speaker": "agent",
      "start_s": 14.1,
      "end_s": 14.5,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 13,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.0,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 14,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 17.2,
      "text_en": "I wanted to ask if you have any requirement in CR, sir?",
      "text_native": "काय रिक्वायरमेंट आहे का विचारायचं होतं सर CR मध्ये?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 15,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 19.5,
      "text_en": "Now, do you know the rate?",
      "text_native": "आता, तुम्हाला रेट माहित आहे का?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 16,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 22.2,
      "text_en": "The rate, sir, I will have to generate an enquiry and then tell you.",
      "text_native": "रेट सर, इन्क्वायरी जनरेट करून सांगावी लागेल."
    },
    {
      "ucid": "21112178973218271",
      "idx": 17,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 26.5,
      "text_en": "Point five zero, point six zero mm, 1250 by 2500, CRCA, JSW One.",
      "text_native": "पॉईंट फाईव्ह झिरो, पॉईंट सिक्स झिरो mm, बाराशे पन्नास by पंचवीशे, CRCA, JSW One."
    },
    {
      "ucid": "21112178973218271",
      "idx": 18,
      "speaker": "agent",
      "start_s": 26.6,
      "end_s": 27.0,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 19,
      "speaker": "customer",
      "start_s": 27.1,
      "end_s": 29.0,
      "text_en": "And the one that is recommended for furniture.",
      "text_native": "आणि फर्निचर साठी जे रेकमेंडेड आहे ते."
    },
    {
      "ucid": "21112178973218271",
      "idx": 20,
      "speaker": "agent",
      "start_s": 29.1,
      "end_s": 30.0,
      "text_en": "For CR1? CR1.",
      "text_native": "CR one चं? CR one."
    },
    {
      "ucid": "21112178973218271",
      "idx": 21,
      "speaker": "customer",
      "start_s": 30.1,
      "end_s": 31.0,
      "text_en": "Is it called CR1?",
      "text_native": "CR one म्हणतात का त्याला?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 22,
      "speaker": "agent",
      "start_s": 31.1,
      "end_s": 31.8,
      "text_en": "Yes, CR1.",
      "text_native": "हां, CR one."
    },
    {
      "ucid": "21112178973218271",
      "idx": 23,
      "speaker": "customer",
      "start_s": 32.0,
      "end_s": 33.0,
      "text_en": "Give me the rates for CR1.",
      "text_native": "CR one चे रेट द्या मला."
    },
    {
      "ucid": "21112178973218271",
      "idx": 24,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 34.8,
      "text_en": "Hm. You are in manufacturing, right sir?",
      "text_native": "हम्म. हे तुम्ही मॅन्युफॅक्चरिंग मध्ये आहे ना सर?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 25,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 36.8,
      "text_en": "We do almirah manufacturing, steel furniture.",
      "text_native": "अलमिरा मॅन्युफॅक्चरिंग करतो आम्ही स्टील फर्निचर."
    },
    {
      "ucid": "21112178973218271",
      "idx": 26,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 37.5,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 27,
      "speaker": "customer",
      "start_s": 37.6,
      "end_s": 40.0,
      "text_en": "Steel almirah. So we always need five zero six zero.",
      "text_native": "स्टील अलमिरा. तर आम्हाला फाईव्ह झिरो सिक्स झिरो नेहमी लागते."
    },
    {
      "ucid": "21112178973218271",
      "idx": 28,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 40.8,
      "text_en": "Understood, understood.",
      "text_native": "समजलं समजलं."
    },
    {
      "ucid": "21112178973218271",
      "idx": 29,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 43.8,
      "text_en": "But what happened is last time I got a WhatsApp from you,",
      "text_native": "परंतु ते काय मागच्या वेळेस तुम्हाला तुमच्या मी WhatsApp आला होता मला एक,"
    },
    {
      "ucid": "21112178973218271",
      "idx": 30,
      "speaker": "agent",
      "start_s": 44.0,
      "end_s": 44.3,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 31,
      "speaker": "customer",
      "start_s": 44.4,
      "end_s": 46.0,
      "text_en": "That agency or something you have, right?",
      "text_native": "ते एजन्सीनी वगैरे काहीतरी आहे ना तुमचं?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 32,
      "speaker": "agent",
      "start_s": 46.1,
      "end_s": 46.6,
      "text_en": "Yes, yes.",
      "text_native": "हो हो."
    },
    {
      "ucid": "21112178973218271",
      "idx": 33,
      "speaker": "customer",
      "start_s": 46.8,
      "end_s": 50.0,
      "text_en": "So in that, I had asked for the rate on WhatsApp and they gave a higher rate.",
      "text_native": "तर त्याच्यात मी WhatsApp वर रेट मागितले होते तर त्यांनी रेट जास्त दिले."
    },
    {
      "ucid": "21112178973218271",
      "idx": 34,
      "speaker": "agent",
      "start_s": 50.1,
      "end_s": 50.5,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 35,
      "speaker": "customer",
      "start_s": 50.6,
      "end_s": 52.5,
      "text_en": "Correct. They gave a higher rate. I bought JSW's from the market.",
      "text_native": "बरोबर. रेट जास्त दिले. मार्केट मधून मी घेतली JSW ची."
    },
    {
      "ucid": "21112178973218271",
      "idx": 36,
      "speaker": "agent",
      "start_s": 52.6,
      "end_s": 53.0,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 37,
      "speaker": "customer",
      "start_s": 53.1,
      "end_s": 54.2,
      "text_en": "I liked the JSW sheet.",
      "text_native": "JSW ची शीट मला आवडली."
    },
    {
      "ucid": "21112178973218271",
      "idx": 38,
      "speaker": "agent",
      "start_s": 54.3,
      "end_s": 54.6,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 39,
      "speaker": "customer",
      "start_s": 54.8,
      "end_s": 56.2,
      "text_en": "I liked JSW's and I liked Pasco's.",
      "text_native": "JSW ची आवडली आणि Pasco ची आवडली."
    },
    {
      "ucid": "21112178973218271",
      "idx": 40,
      "speaker": "agent",
      "start_s": 56.3,
      "end_s": 56.6,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973218271",
      "idx": 41,
      "speaker": "customer",
      "start_s": 56.8,
      "end_s": 59.0,
      "text_en": "Either Pasco or JSW, I always purchase.",
      "text_native": "Either Pasco or JSW मी नेहमी परचेस करत असतो."
    },
    {
      "ucid": "21112178973218271",
      "idx": 42,
      "speaker": "agent",
      "start_s": 59.2,
      "end_s": 100.0,
      "text_en": "Hm, understood sir.",
      "text_native": "हम्म, समजलं सर."
    },
    {
      "ucid": "21112178973218271",
      "idx": 43,
      "speaker": "customer",
      "start_s": 100.1,
      "end_s": 102.8,
      "text_en": "Every day I need 800-800 kilos or one ton of sheet.",
      "text_native": "रोज मला आठशे आठशे किलो किंवा एक टन चद्दर लागते."
    },
    {
      "ucid": "21112178973218271",
      "idx": 44,
      "speaker": "agent",
      "start_s": 103.0,
      "end_s": 103.5,
      "text_en": "Understood.",
      "text_native": "समजलं."
    },
    {
      "ucid": "21112178973218271",
      "idx": 45,
      "speaker": "customer",
      "start_s": 103.6,
      "end_s": 108.0,
      "text_en": "Understood, right? You, you, you give me the rate. Not right now but in the future I can take it. You give me the rate.",
      "text_native": "समजलं ना? तुम्ही तुम्ही तुम्ही द्या मला रेट द्या. आता आता तर नाही पण फ्युचर मध्ये मी घेऊ शकतो. तुम्ही मला रेट द्या."
    },
    {
      "ucid": "21112178973218271",
      "idx": 46,
      "speaker": "agent",
      "start_s": 108.1,
      "end_s": 108.6,
      "text_en": "Okay sir.",
      "text_native": "चालेल सर."
    },
    {
      "ucid": "21112178973218271",
      "idx": 47,
      "speaker": "customer",
      "start_s": 108.7,
      "end_s": 109.2,
      "text_en": "What is your name?",
      "text_native": "काय नाव तुमचं?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 48,
      "speaker": "agent",
      "start_s": 109.3,
      "end_s": 109.8,
      "text_en": "Anukriti.",
      "text_native": "अनुकृती."
    },
    {
      "ucid": "21112178973218271",
      "idx": 49,
      "speaker": "customer",
      "start_s": 110.0,
      "end_s": 110.5,
      "text_en": "Anupriti?",
      "text_native": "अनुप्रिती?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 50,
      "speaker": "agent",
      "start_s": 110.6,
      "end_s": 111.2,
      "text_en": "Anukriti.",
      "text_native": "अनुकृती."
    },
    {
      "ucid": "21112178973218271",
      "idx": 51,
      "speaker": "customer",
      "start_s": 111.3,
      "end_s": 112.2,
      "text_en": "Anukriti. Correct, right?",
      "text_native": "अनुकृती. बरोबर ना?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 52,
      "speaker": "agent",
      "start_s": 112.3,
      "end_s": 112.6,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178973218271",
      "idx": 53,
      "speaker": "customer",
      "start_s": 112.8,
      "end_s": 114.0,
      "text_en": "Okay, who is this Kulkarni?",
      "text_native": "बरं हे कुलकर्णी कोण आहेत कुलकर्णी?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 54,
      "speaker": "agent",
      "start_s": 114.2,
      "end_s": 116.5,
      "text_en": "Sir, Kulkarni is not in our department at least.",
      "text_native": "सर कुलकर्णी आमच्या डिपार्टमेंट मध्ये तरी नाहीये."
    },
    {
      "ucid": "21112178973218271",
      "idx": 55,
      "speaker": "customer",
      "start_s": 116.6,
      "end_s": 117.8,
      "text_en": "No? Which department is yours?",
      "text_native": "नाही का? तुमचं कोणचं डिपार्टमेंट आहे?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 56,
      "speaker": "agent",
      "start_s": 118.0,
      "end_s": 119.2,
      "text_en": "Ours is the sales department.",
      "text_native": "आमचं सेल्स डिपार्टमेंट आहे."
    },
    {
      "ucid": "21112178973218271",
      "idx": 57,
      "speaker": "customer",
      "start_s": 119.3,
      "end_s": 120.2,
      "text_en": "Sales? Which one is yours?",
      "text_native": "सेल्स? तुमचं कोणतं आहे?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 58,
      "speaker": "agent",
      "start_s": 120.3,
      "end_s": 121.5,
      "text_en": "Sales, sales department sir.",
      "text_native": "सेल्स सेल्स डिपार्टमेंट सर."
    },
    {
      "ucid": "21112178973218271",
      "idx": 59,
      "speaker": "customer",
      "start_s": 121.6,
      "end_s": 122.0,
      "text_en": "Oh, is it.",
      "text_native": "हाव का."
    },
    {
      "ucid": "21112178973218271",
      "idx": 60,
      "speaker": "customer",
      "start_s": 122.5,
      "end_s": 123.2,
      "text_en": "Okay, fine.",
      "text_native": "बरं ठीक आहे."
    },
    {
      "ucid": "21112178973218271",
      "idx": 61,
      "speaker": "agent",
      "start_s": 123.3,
      "end_s": 123.6,
      "text_en": "Okay.",
      "text_native": "चालेल."
    },
    {
      "ucid": "21112178973218271",
      "idx": 62,
      "speaker": "customer",
      "start_s": 123.7,
      "end_s": 124.5,
      "text_en": "You at least give me the rate.",
      "text_native": "तुम्ही मला रेट तर द्या."
    },
    {
      "ucid": "21112178973218271",
      "idx": 63,
      "speaker": "agent",
      "start_s": 124.6,
      "end_s": 127.2,
      "text_en": "Do you have a requirement for now or a requirement for later, like next week?",
      "text_native": "तुम्हाला आत्ताची रिक्वायरमेंट आहे का नंतर नेक्स्ट वीकची वगैरे रिक्वायरमेंट आहे?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 64,
      "speaker": "customer",
      "start_s": 127.3,
      "end_s": 130.5,
      "text_en": "I want to check whether the sheet I purchased, I did it at the proper rate or not.",
      "text_native": "मला मला चेक करायचे आहे की मी जी शीट परचेस केली ती प्रॉपर रेट मध्ये केली की नाही केली."
    },
    {
      "ucid": "21112178973218271",
      "idx": 65,
      "speaker": "agent",
      "start_s": 130.6,
      "end_s": 131.0,
      "text_en": "Okay.",
      "text_native": "अच्छा."
    },
    {
      "ucid": "21112178973218271",
      "idx": 66,
      "speaker": "customer",
      "start_s": 131.1,
      "end_s": 133.8,
      "text_en": "I want to check that. Meaning you get checked, I get checked.",
      "text_native": "मला ते चेक करायचं आहे. म्हणजे तुम्ही चेक होऊन जाता, मी चेक होऊन जातो."
    },
    {
      "ucid": "21112178973218271",
      "idx": 67,
      "speaker": "agent",
      "start_s": 134.0,
      "end_s": 134.5,
      "text_en": "Okay.",
      "text_native": "चालेल."
    },
    {
      "ucid": "21112178973218271",
      "idx": 68,
      "speaker": "customer",
      "start_s": 134.6,
      "end_s": 135.0,
      "text_en": "Okay.",
      "text_native": "ठीक आहे."
    },
    {
      "ucid": "21112178973218271",
      "idx": 69,
      "speaker": "agent",
      "start_s": 135.1,
      "end_s": 136.5,
      "text_en": "Or not? How the rates are, I'll send it.",
      "text_native": "की नाही? की रेट कसे असतात, पाठवते."
    },
    {
      "ucid": "21112178973218271",
      "idx": 70,
      "speaker": "customer",
      "start_s": 136.6,
      "end_s": 137.5,
      "text_en": "At least I will get to know this, right?",
      "text_native": "हे तर मला कळेल की नाही?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 71,
      "speaker": "agent",
      "start_s": 137.6,
      "end_s": 138.0,
      "text_en": "Okay.",
      "text_native": "ठीक आहे."
    },
    {
      "ucid": "21112178973218271",
      "idx": 72,
      "speaker": "customer",
      "start_s": 138.1,
      "end_s": 141.0,
      "text_en": "You give me the rate, send the rate. This number is my WhatsApp. Do it on WhatsApp.",
      "text_native": "तुम्ही द्या मला रेट, रेट पाठवा. हा नंबर माझा WhatsApp आहे. WhatsApp वर करा."
    },
    {
      "ucid": "21112178973218271",
      "idx": 73,
      "speaker": "agent",
      "start_s": 141.1,
      "end_s": 141.8,
      "text_en": "Okay, okay sir.",
      "text_native": "चालेल, चालेल सर."
    },
    {
      "ucid": "21112178973218271",
      "idx": 74,
      "speaker": "customer",
      "start_s": 141.9,
      "end_s": 142.2,
      "text_en": "Okay?",
      "text_native": "ठीक आहे?"
    },
    {
      "ucid": "21112178973218271",
      "idx": 75,
      "speaker": "agent",
      "start_s": 142.3,
      "end_s": 142.6,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178973218271",
      "idx": 76,
      "speaker": "customer",
      "start_s": 142.8,
      "end_s": 143.5,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके."
    }
  ],
  "steps": [
    {
      "ucid": "21112178973218271",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Anukriti is speaking from JSW One.",
      "comment": "The agent identified themself and the company, but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178973218271",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I wanted to ask if you have any requirement in CR, sir?",
      "comment": "The agent did not lead with a supply or price hook, instead opening with a generic requirement check."
    },
    {
      "ucid": "21112178973218271",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 4,
      "evidence": "We do almirah manufacturing, steel furniture.",
      "comment": "Agent confirmed manufacturing, and the customer volunteered their end application, monthly tonnage, and current suppliers, covering 4 of 6 discovery points."
    },
    {
      "ucid": "21112178973218271",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched, despite the customer raising a clear price objection from a past interaction."
    },
    {
      "ucid": "21112178973218271",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have a requirement for now or a requirement for later, like next week?",
      "comment": "The agent successfully asked about the timing of the requirement, qualifying the customer's interest."
    },
    {
      "ucid": "21112178973218271",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You give me the rate, send the rate. This number is my WhatsApp. Do it on WhatsApp.",
      "comment": "The call ended with a clear, committed next step: agent to send a quote via WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178973218271",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "I had asked for the rate on WhatsApp and they gave a higher rate.",
      "response": "Hm, understood sir."
    },
    {
      "ucid": "21112178973218271",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You give me the rate. Not right now but in the future I can take it. You give me the rate.",
      "response": "Okay sir."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}