{
  "ucid": "21112178973263751",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:27:17",
  "end_time": "2026-09-18 17:30:46",
  "duration_sec": 209,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA50a4b6ddd47ef2835053219410d07798.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1350,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973263751__DIA50a4b6ddd47ef2835053219410d07798.mp3",
  "audio_bytes": 533520,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 177.84,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो)\n[2s] AGENT: Hello, is this Atul ji speaking?   (हॅलो, अतुल जी बात कर रहे हैं?)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: I was calling from JSW One, Namaskar.   (JSW One से बात कर रहा था, नमस्कार।)\n[8s] CUSTOMER: Namaskar.   (नमस्कार।)\n[9s] AGENT: Sir, do you have any requirement for steel right now?   (अभी सर कोई रिक्वायरमेंट है स्टील में?)\n[10s] CUSTOMER: Yes sir, what is the price for GP?   (ये सर क्या प्राइस चल रहा है जीपी में?)\n[12s] AGENT: In GP, one second.   (जीपी में, एक सेकंड।)\n[16s] AGENT: What is the size?   (साइज क्या है?)\n[18s] CUSTOMER: Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM.   (सर ये 1250 की मदर कोइल या कटिंग में चाहिए मेरेको 135 और 175 mm में। 2 mm और 120 GSM।)\n[23s] AGENT: Hmm, 2 mm, 120 GSM. One second.   (हम्म, 2 mm, 120 GSM। एक सेकंड।)\n[28s] AGENT: Where is it needed? Ludhiana?   (कहां पे चाहिए? लुधियाना?)\n[30s] CUSTOMER: Fazilka, sir.   (फाजिल्का सर।)\n[31s] AGENT: Where is that?   (वो किधर है?)\n[32s] CUSTOMER: From Ludhiana, it's this way, near Jalalabad, Abohar.   (लुधियाना से इधर अपने जलालाबाद, अबोहर के आसपास।)\n[35s] AGENT: Sir, where do you source this material from? GP, I mean, from Ludhiana or do you also get it from Ghaziabad?   (आप सर ये कहां से मटेरियल लेते हो? जीपी मतलब लुधियाना से लेते हो या गाजियाबाद से भी लेते हो?)\n[38s] CUSTOMER: From Ludhiana.   (लुधियाना से।)\n[40s] AGENT: From Ludhiana. Uh, I'll just check once. By the way, in Ghaziabad, I can tell you the rate. It's around   (लुधियाना से। अ मैं फिर एक बार, वैसे गाजियाबाद में तो रेट मैं बता देता हूं। चल रहा है लगभग)\n[44s] AGENT: One second.   (एक सेकंड।)\n[48s] AGENT: It was around 80, 85 in Ghaziabad, sir, two or three days ago.   (80, 85 के अराउंड चल रहा था सर गाजियाबाद में अभी दो-तीन दिन पहले।)\n[50s] CUSTOMER: Okay, okay.   (ओके ओके।)\n[51s] AGENT: Right? And I'll check for Punjab once.   (है ना? और मैं पंजाब का देख लेता हूं एक बार।)\n[55s] AGENT: So, do you need to place this order immediately or were you just asking for the rate?   (मतलब अभी आपको ये इमीडिएट ऑर्डर करना है कि ऐसे ही मतलब रेट जानना था?)\n[58s] CUSTOMER: No sir, the thing about an immediate order is that an order will only be placed if you give a price.   (नहीं सर, इमीडिएट ऑर्डर की बात ऐसे है ना, आप प्राइस दोगे तभी कुछ ऑर्डर बनेगा।)\n[61s] AGENT: Okay, I'll give you the price. Which brand do you deal in, by the way?   (ठीक है, प्राइस दे देते हैं। कौनसे ब्रांड में डील करते हो बाय द वे आप?)\n[63s] CUSTOMER: Sir, I have Jyoti, Apollo, JSW, YMNS.   (सर मेरा ज्योति, अपोलो, JSW, YMNS।)\n[66s] AGENT: Okay, okay. 120 GSM.   (ओके ओके। 120 GSM।)\n[70s] AGENT: In Punjab also, sir, I don't have today's price, but I have the price from two or three days ago. Will that work?   (पंजाब में भी सर आज का प्राइस नहीं है बट दो-तीन दिन पहले का प्राइस है, चलेगा?)\n[74s] CUSTOMER: Tell me, what is the price?   (बताओ क्या प्राइस है?)\n[76s] AGENT: In Punjab also, sir, it was around 85,800.   (पंजाब में भी सर 85, 800 ऐसी चल रहा था।)\n[79s] CUSTOMER: Your price is coming out expensive, sir.   (महंगा आ रहा है सर भाव आपका।)\n[81s] AGENT: Sir, that's the price going on. What price are you getting it for?   (सर इतना भाव चल रहा है, आपको कितने में पड़ रहा है?)\n[82s] CUSTOMER: You are quoting approximately 3 rupees plus, sir.   (लगभग तीन रुपए प्लस बता रहे हो जी आप।)\n[84s] AGENT: Three rupees? Hmm. Sir, just once, what is your quantity?   (तीन रुपए? हम्म। आप एक बार सर, क्वांटिटी कितना है आपका?)\n[86s] CUSTOMER: Around 20 ton.   (20 टन के अराउंड।)\n[88s] AGENT: 20 ton. Today itself, I mean, do you want to close it with an advance today or tomorrow?   (20 टन। आज ही मतलब एडवांस में आज ही क्लोज करना है कि कल क्लोज करना है?)\n[92s] CUSTOMER: Sir, that will happen only if the rate is right.   (सर रेट सही आएंगे तब की बात है ना जी।)\n[93s] AGENT: No, I am saying, I am asking this, sir, because the rates are changing every day.   (नहीं, मैं ये बोल, मैं इसलिए पूछ रहा हूं सर, हर दिन रेट बदल रहे हैं।)\n[96s] CUSTOMER: Yes, that is happening.   (हां वो तो है ही।)\n[96s] AGENT: That's why I'm asking, if you have to close it today, then I'll quickly get the rate and get it done today itself.   (तभी पूछ रहा हूं कि आज क्लोज करने का है तो मैं तुरंत रेट लेके फटाफट आज की मैं आज कर दूं।)\n[100s] CUSTOMER: You get the rate and tell me.   (आप रेट ले लो, बता दो मेरेको।)\n[102s] AGENT: Okay. Then you send me an inquiry once.   (अच्छा। तो आप मेरेको इंक्वायरी भेज दो एक बार।)\n[103s] CUSTOMER: Yes?   (हां जी?)\n[104s] AGENT: I am sending a WhatsApp, send the inquiry once. And what is the delivery address?   (मैं WhatsApp कर रहा हूं, इंक्वायरी भेज दो एक बार। और डिलीवरी एड्रेस क्या है?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 44,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter typical of a call center environment, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "44 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer immediately asks for price, acknowledge it but still follow the process: run discovery to understand their business so you can build value before giving a number.",
  "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": "Agent had to quote a 2-3 day old price for the region, but did not state the material was unavailable.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer in Fazilka, proactively requested a price for 20 tons of GP coil. The agent provided a 2-3 day old price, which the customer stated was expensive by ~3 rupees. The agent did not follow the pitch structure, failing to conduct discovery or pitch any value propositions to justify the price. The call ended with the agent asking the customer to send an inquiry via WhatsApp without a committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, do you have any requirement for steel right now?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a needs-based question after the greeting.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook; the customer took control and immediately asked for price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"AGENT: Which brand do you deal in, by the way?\", \"comment\": \"The agent only asked about current brands (1/6 questions), failing to discover what the customer manufactures, their monthly tonnage, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, even when faced with a direct price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM.\", \"comment\": \"The agent successfully captured the full requirement details (material, thickness, width, GSM, quantity, location) after the customer provided them.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Then you send me an inquiry once.\", \"comment\": \"The agent placed the onus on the customer to send an inquiry and did not commit to a specific time for providing the quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for price, acknowledge it but still follow the process: run discovery to understand their business so you can build value before giving a number.\", \"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\": \"Agent had to quote a 2-3 day old price for the region, but did not state the material was unavailable.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: Your price is coming out expensive, sir.\", \"response\": \"AGENT: Sir, that's the price going on. What price are you getting it for?\"}], \"call_summary\": \"The customer, a manufacturer in Fazilka, proactively requested a price for 20 tons of GP coil. The agent provided a 2-3 day old price, which the customer stated was expensive by ~3 rupees. The agent did not follow the pitch structure, failing to conduct discovery or pitch any value propositions to justify the price. The call ended with the agent asking the customer to send an inquiry via WhatsApp without a committed next step.\"}",
  "error": null,
  "latency_ms": 34682,
  "input_tokens": 4201,
  "output_tokens": 912,
  "created_at": "2026-09-25 11:53:56",
  "sentiment": "negative",
  "sentiment_score": -0.269,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 4,
  "lex_hits": 6,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.676,
  "agent_talk_sec": 55.7,
  "customer_talk_sec": 26.7,
  "dead_air_sec": 126.6,
  "longest_monologue_sec": 7.5,
  "agent_wpm": 301.6,
  "interruptions": 0,
  "agent_turns": 25,
  "customer_turns": 19,
  "discovery_qs": 17,
  "words_agent": 280,
  "words_customer": 121,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973263751",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.37,
      "end_s": 1.81,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178973263751",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 4.11,
      "text_en": "Hello, is this Atul ji speaking?",
      "text_native": "हॅलो, अतुल जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.41,
      "end_s": 4.78,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 7.1,
      "text_en": "I was calling from JSW One, Namaskar.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 8.0,
      "text_en": "Namaskar.",
      "text_native": "नमस्कार।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.67,
      "end_s": 10.3,
      "text_en": "Sir, do you have any requirement for steel right now?",
      "text_native": "अभी सर कोई रिक्वायरमेंट है स्टील में?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.9,
      "text_en": "Yes sir, what is the price for GP?",
      "text_native": "ये सर क्या प्राइस चल रहा है जीपी में?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 14.0,
      "text_en": "In GP, one second.",
      "text_native": "जीपी में, एक सेकंड।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.3,
      "end_s": 17.0,
      "text_en": "What is the size?",
      "text_native": "साइज क्या है?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 22.5,
      "text_en": "Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM.",
      "text_native": "सर ये 1250 की मदर कोइल या कटिंग में चाहिए मेरेको 135 और 175 mm में। 2 mm और 120 GSM।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 26.5,
      "text_en": "Hmm, 2 mm, 120 GSM. One second.",
      "text_native": "हम्म, 2 mm, 120 GSM। एक सेकंड।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 11,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 29.5,
      "text_en": "Where is it needed? Ludhiana?",
      "text_native": "कहां पे चाहिए? लुधियाना?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 12,
      "speaker": "customer",
      "start_s": 29.7,
      "end_s": 30.5,
      "text_en": "Fazilka, sir.",
      "text_native": "फाजिल्का सर।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.9,
      "end_s": 31.5,
      "text_en": "Where is that?",
      "text_native": "वो किधर है?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.0,
      "end_s": 34.5,
      "text_en": "From Ludhiana, it's this way, near Jalalabad, Abohar.",
      "text_native": "लुधियाना से इधर अपने जलालाबाद, अबोहर के आसपास।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.7,
      "end_s": 37.8,
      "text_en": "Sir, where do you source this material from? GP, I mean, from Ludhiana or do you also get it from Ghaziabad?",
      "text_native": "आप सर ये कहां से मटेरियल लेते हो? जीपी मतलब लुधियाना से लेते हो या गाजियाबाद से भी लेते हो?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 16,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 39.0,
      "text_en": "From Ludhiana.",
      "text_native": "लुधियाना से।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 17,
      "speaker": "agent",
      "start_s": 39.5,
      "end_s": 43.5,
      "text_en": "From Ludhiana. Uh, I'll just check once. By the way, in Ghaziabad, I can tell you the rate. It's around",
      "text_native": "लुधियाना से। अ मैं फिर एक बार, वैसे गाजियाबाद में तो रेट मैं बता देता हूं। चल रहा है लगभग"
    },
    {
      "ucid": "21112178973263751",
      "idx": 18,
      "speaker": "agent",
      "start_s": 44.5,
      "end_s": 45.0,
      "text_en": "One second.",
      "text_native": "एक सेकंड।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 19,
      "speaker": "agent",
      "start_s": 47.5,
      "end_s": 50.5,
      "text_en": "It was around 80, 85 in Ghaziabad, sir, two or three days ago.",
      "text_native": "80, 85 के अराउंड चल रहा था सर गाजियाबाद में अभी दो-तीन दिन पहले।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 20,
      "speaker": "customer",
      "start_s": 50.5,
      "end_s": 51.0,
      "text_en": "Okay, okay.",
      "text_native": "ओके ओके।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 21,
      "speaker": "agent",
      "start_s": 51.0,
      "end_s": 54.5,
      "text_en": "Right? And I'll check for Punjab once.",
      "text_native": "है ना? और मैं पंजाब का देख लेता हूं एक बार।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 22,
      "speaker": "agent",
      "start_s": 55.0,
      "end_s": 57.5,
      "text_en": "So, do you need to place this order immediately or were you just asking for the rate?",
      "text_native": "मतलब अभी आपको ये इमीडिएट ऑर्डर करना है कि ऐसे ही मतलब रेट जानना था?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 23,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 60.5,
      "text_en": "No sir, the thing about an immediate order is that an order will only be placed if you give a price.",
      "text_native": "नहीं सर, इमीडिएट ऑर्डर की बात ऐसे है ना, आप प्राइस दोगे तभी कुछ ऑर्डर बनेगा।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 24,
      "speaker": "agent",
      "start_s": 61.2,
      "end_s": 63.0,
      "text_en": "Okay, I'll give you the price. Which brand do you deal in, by the way?",
      "text_native": "ठीक है, प्राइस दे देते हैं। कौनसे ब्रांड में डील करते हो बाय द वे आप?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 25,
      "speaker": "customer",
      "start_s": 63.3,
      "end_s": 66.0,
      "text_en": "Sir, I have Jyoti, Apollo, JSW, YMNS.",
      "text_native": "सर मेरा ज्योति, अपोलो, JSW, YMNS।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 26,
      "speaker": "agent",
      "start_s": 66.5,
      "end_s": 69.0,
      "text_en": "Okay, okay. 120 GSM.",
      "text_native": "ओके ओके। 120 GSM।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 27,
      "speaker": "agent",
      "start_s": 70.5,
      "end_s": 73.5,
      "text_en": "In Punjab also, sir, I don't have today's price, but I have the price from two or three days ago. Will that work?",
      "text_native": "पंजाब में भी सर आज का प्राइस नहीं है बट दो-तीन दिन पहले का प्राइस है, चलेगा?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 28,
      "speaker": "customer",
      "start_s": 73.8,
      "end_s": 74.8,
      "text_en": "Tell me, what is the price?",
      "text_native": "बताओ क्या प्राइस है?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 29,
      "speaker": "agent",
      "start_s": 75.5,
      "end_s": 78.5,
      "text_en": "In Punjab also, sir, it was around 85,800.",
      "text_native": "पंजाब में भी सर 85, 800 ऐसी चल रहा था।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 30,
      "speaker": "customer",
      "start_s": 78.9,
      "end_s": 80.2,
      "text_en": "Your price is coming out expensive, sir.",
      "text_native": "महंगा आ रहा है सर भाव आपका।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 31,
      "speaker": "agent",
      "start_s": 80.8,
      "end_s": 82.5,
      "text_en": "Sir, that's the price going on. What price are you getting it for?",
      "text_native": "सर इतना भाव चल रहा है, आपको कितने में पड़ रहा है?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 32,
      "speaker": "customer",
      "start_s": 82.5,
      "end_s": 84.0,
      "text_en": "You are quoting approximately 3 rupees plus, sir.",
      "text_native": "लगभग तीन रुपए प्लस बता रहे हो जी आप।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 33,
      "speaker": "agent",
      "start_s": 84.5,
      "end_s": 86.5,
      "text_en": "Three rupees? Hmm. Sir, just once, what is your quantity?",
      "text_native": "तीन रुपए? हम्म। आप एक बार सर, क्वांटिटी कितना है आपका?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 34,
      "speaker": "customer",
      "start_s": 86.5,
      "end_s": 88.0,
      "text_en": "Around 20 ton.",
      "text_native": "20 टन के अराउंड।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 35,
      "speaker": "agent",
      "start_s": 88.2,
      "end_s": 91.0,
      "text_en": "20 ton. Today itself, I mean, do you want to close it with an advance today or tomorrow?",
      "text_native": "20 टन। आज ही मतलब एडवांस में आज ही क्लोज करना है कि कल क्लोज करना है?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 36,
      "speaker": "customer",
      "start_s": 91.5,
      "end_s": 93.0,
      "text_en": "Sir, that will happen only if the rate is right.",
      "text_native": "सर रेट सही आएंगे तब की बात है ना जी।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 37,
      "speaker": "agent",
      "start_s": 93.0,
      "end_s": 95.5,
      "text_en": "No, I am saying, I am asking this, sir, because the rates are changing every day.",
      "text_native": "नहीं, मैं ये बोल, मैं इसलिए पूछ रहा हूं सर, हर दिन रेट बदल रहे हैं।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 38,
      "speaker": "customer",
      "start_s": 95.5,
      "end_s": 96.5,
      "text_en": "Yes, that is happening.",
      "text_native": "हां वो तो है ही।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 39,
      "speaker": "agent",
      "start_s": 96.5,
      "end_s": 100.0,
      "text_en": "That's why I'm asking, if you have to close it today, then I'll quickly get the rate and get it done today itself.",
      "text_native": "तभी पूछ रहा हूं कि आज क्लोज करने का है तो मैं तुरंत रेट लेके फटाफट आज की मैं आज कर दूं।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 40,
      "speaker": "customer",
      "start_s": 100.0,
      "end_s": 101.0,
      "text_en": "You get the rate and tell me.",
      "text_native": "आप रेट ले लो, बता दो मेरेको।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 41,
      "speaker": "agent",
      "start_s": 101.5,
      "end_s": 103.0,
      "text_en": "Okay. Then you send me an inquiry once.",
      "text_native": "अच्छा। तो आप मेरेको इंक्वायरी भेज दो एक बार।"
    },
    {
      "ucid": "21112178973263751",
      "idx": 42,
      "speaker": "customer",
      "start_s": 103.3,
      "end_s": 103.6,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178973263751",
      "idx": 43,
      "speaker": "agent",
      "start_s": 103.8,
      "end_s": 106.5,
      "text_en": "I am sending a WhatsApp, send the inquiry once. And what is the delivery address?",
      "text_native": "मैं WhatsApp कर रहा हूं, इंक्वायरी भेज दो एक बार। और डिलीवरी एड्रेस क्या है?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973263751",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Sir, do you have any requirement for steel right now?",
      "comment": "The agent did not ask for permission to speak, jumping directly into a needs-based question after the greeting."
    },
    {
      "ucid": "21112178973263751",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a supply or price hook; the customer took control and immediately asked for price."
    },
    {
      "ucid": "21112178973263751",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "AGENT: Which brand do you deal in, by the way?",
      "comment": "The agent only asked about current brands (1/6 questions), failing to discover what the customer manufactures, their monthly tonnage, or payment terms."
    },
    {
      "ucid": "21112178973263751",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs, even when faced with a direct price objection."
    },
    {
      "ucid": "21112178973263751",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM.",
      "comment": "The agent successfully captured the full requirement details (material, thickness, width, GSM, quantity, location) after the customer provided them."
    },
    {
      "ucid": "21112178973263751",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Then you send me an inquiry once.",
      "comment": "The agent placed the onus on the customer to send an inquiry and did not commit to a specific time for providing the quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178973263751",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "CUSTOMER: Your price is coming out expensive, sir.",
      "response": "AGENT: Sir, that's the price going on. What price are you getting it for?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "price"
  ]
}