{
  "ucid": "21112178980054891",
  "call_date": "2026-09-19",
  "start_time": "2026-09-19 12:19:08",
  "end_time": "2026-09-19 12:22:31",
  "duration_sec": 203,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0d6993b329dc56ae7b1135cdce3c03b9.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1328,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178980054891__DIA0d6993b329dc56ae7b1135cdce3c03b9.mp3",
  "audio_bytes": 542808,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 180.936,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: Sir, hello, this is Aditya Pandey speaking. Were you speaking from Lakshmi Iron? From Lakshmi Iron?   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था। आप लक्ष्मी आयरन से बोल रहे थे क्या? लक्ष्मी आयरन से?)\n[6s] CUSTOMER: Yes sir.   (जी सर।)\n[7s] AGENT: Yes, I was calling from JSW. You had just created a requirement for steel on our platform, this call is regarding that.   (जी मैं हां JSW से ही बोल रहा था। अभी हमारे प्लेटफार्म पे आपने एक रिक्वायरमेंट बनाई थी स्टील की, उसके रिगार्डिंग कॉल था।)\n[11s] CUSTOMER: Yes sir.   (जी सर।)\n[12s] AGENT: Why did you create one for twelve thousand tons, by the way? I wanted to know that.   (आपने बारह हजार टन का क्यों बनाया वैसे मैं ये जानना चाहता था।)\n[14s] CUSTOMER: How much?   (कितना?)\n[14s] AGENT: Twelve thousand tons.   (बारह हजार टन।)\n[15s] CUSTOMER: It's not for twelve thousand tons, sir.   (बारह हजार टन का नहीं है सर।)\n[17s] AGENT: No, that's what I was asking. We can't even do twelve thousand five hundred tons, that much.   (नहीं वही मैं पूछ रहा था। बारह हजार पांच सौ टन तो हम कर नहीं कर पाते इतना।)\n[19s] CUSTOMER: This is the size, size is written, sir.   (ये तो साइज साइज लिखी है सर।)\n[21s] AGENT: Yes, yes, how much do you need by the way?   (हां हां आपको कितना लगता है वैसे?)\n[22s] CUSTOMER: Yes, I understood that just now, that's why I asked, you have written twelve thousand actually in tons.   (हां वही मेरेको समझ गया था अभी, इसलिए मैंने पूछा आपने बारह हजार लिख दिया है एक्चुअल में टन में।)\n[25s] AGENT: No, no, that is the size written, size sir.   (नहीं नहीं वो वो साइज लिखी है, साइज सर।)\n[26s] AGENT: Yes, yes, I understood, no issue. So how much quantity of this do you need?   (हां हां समझ गया, कोई इशू नहीं है। तो कितना लगता है ये आपको क्वांटिटी इसकी?)\n[29s] CUSTOMER: Huh?   (हैं?)\n[30s] AGENT: So what will be its quantity then?   (अब इसकी क्वांटिटी कितनी रहेगी फिर?)\n[32s] CUSTOMER: Quantity, you said five tons, right?   (क्वांटिटी पांच टन बोला है ना?)\n[33s] AGENT: It will be five tons, right? Okay, I'll make it five tons.   (पांच टन लगेगा ना? ठीक है मैं कर देता इसको पांच टन।)\n[35s] CUSTOMER: This, yes, its, I mean, I just opened this, I don't have much information.   (ये हां इसकी मतलब ये अभी खोला जो इतना कोई जानकारी नहीं है।)\n[38s] AGENT: No, you, yes CR, I understood that, sir. Even we can't do that much. Twelve thousand tons, I mean our plant has that much capacity but that will be too much, so leave it. I was saying, do you need CR4 only or do you need CR2?   (नहीं आपको हां सीआर वो मेरेको समझ गया सर। इतना तो हम भी नहीं कर पाएंगे। बारह हजार टन तो हमारे मतलब प्लांट का कैपेसिटी उतना है पर वो फिर बहुत ज्यादा हो जाएगा फिर छोड़िए। बोल रहा था कि ये सीआर फोर ही चाहिए क्या आपको कि सीआर टू चाहिए?)\n[44s] CUSTOMER: CRC five, it's 0.5, right?   (सीआरसी फाइव 0.5 है ना?)\n[46s] AGENT: 0.5 yes, but do you need a specific grade for it or do you need D grade or what kind do you need? That's what I'm asking.   (0.5 हां, पर ये उसका ग्रेड कुछ आपको चाहिए कि डी ग्रेड का चाहिए कि कैसा चाहिए आपको? वैसा पूछ रहा हूं।)\n[50s] CUSTOMER: Huh?   (हैं?)\n[50s] AGENT: What will be its grade, sir? Grade, I mean, as they say, do you need it extra soft or normal? What kind, that's what I'm asking.   (उसका ग्रेड क्या रहेगा सर? ग्रेड मतलब बोलते है ना क्या ज्यादा सॉफ्ट चाहिए कि नॉर्मल चाहिए? कैसा मैं वही पूछ रहा हूं।)\n[54s] CUSTOMER: I need normal soft, not extra soft.   (नॉर्मल सॉफ्ट चाहिए, ज्यादा सॉफ्ट नहीं चाहिए।)\n[56s] AGENT: Which grade does this normal soft come in?   (ये कौन सा ग्रेड का आता है नॉर्मल सॉफ्ट?)\n[58s] CUSTOMER: Sir, see, that CR4 becomes more expensive, that's why I asked you.   (सर देखिए वो ज्यादा महंगा हो जाता है सीआर फोर, इसलिए मैंने पूछा आपको।)\n[60s] AGENT: Yes, this, does this come in ABC?   (हां ये ये एबीसी में आता है क्या?)\n[62s] CUSTOMER: No, no, it comes in this, in one two three or D, they call it one two three. As it's more, as its number increases, its, that softness of it, that increases more.   (नहीं नहीं ये इसमें आता है वन टू थ्री में या डी वन टू थ्री बोलते उसको। जैसे ज्यादा जैसे जैसे उसका नंबर बढ़ेगा उसका वो वो जो उसका सॉफ्टनेस है ना वो बढ़ता है ज्यादा।)\n[67s] AGENT: The hardness increases?   (हार्डनेस बढ़ जाता है?)\n[68s] CUSTOMER: Yes, its softness increases.   (हां सॉफ्टनेस बढ़ जाता है उसका।)\n[70s] AGENT: Okay.   (अच्छा।)\n[71s] AGENT: What is your work, by the way? I mean, what will be the application for this? Then I'll be able to tell you accordingly.   (आपका काम वैसे क्या है? मतलब एप्लीकेशन किसके लिए लगेगा ये? तो मैं उस हिसाब से बता पाऊंगा आपको।)\n[74s] CUSTOMER: My work is almirahs and safes.   (मैं तो अलमारी और तिजोरियां कामकाज मेरा।)\n[77s] AGENT: Yes, it's safe-making work. So that means you will mostly need CR2 material. I'll do one thing, I'll make a five-ton one for this and tell you about it.   (हां तिजोरी का काम है। तो मतलब आपको सीआर टू का ही मटेरियल लगेगा मोस्टली। मैं एक काम करता हूं इसका पांच टन का बना के मैं आपको उसका बता देता हूं।)\n[81s] CUSTOMER: For CR2?   (सीआर टू का?)\n[82s] AGENT: Yes, for CR2. And what do they call it, so sir, you only have the almirah business?   (हां सीआर टू का। और ये क्या बोलते इसको तो आपका सर ये अलमीरा का ही बिजनेस है सिर्फ?)\n[86s] CUSTOMER: Yes, yes, it's an almirah business.   (हां हां अलमीरा का बिजनेस है।)\n[87s] AGENT: So you need only this, this material. So do you already have it or would you like to take it now?   (तो आपको यही यही लगता है मटेरियल सिर्फ। तो अभी आपके पास ऑलरेडी है कि आप अभी लेना चाहेंगे ये?)\n[90s] CUSTOMER: I keep getting it.   (मेरे पास आता रहता है।)\n[92s] AGENT: You keep getting it. But would you like to take it from us now or not?   (आता रहता है। पर अभी आप लेना चाहेंगे हमसे कि ना?)\n[93s] CUSTOMER: Yes, I should take it. I would like to take it based on the rate. What is its rate?   (हां लेना चाहिए। रेट के आधार पर लेना चाहेंगे। रेट क्या है इसका?)\n[95s] AGENT: Yes, about the rate, right. I will check and tell you the rate. We will give you the delivered rate, that the vehicle will reach you at that   (हां रेट का वही ना। मैं चेक कर लेके मैं आपको रेट बता दूंगा। जो हम लोग डिलीवर्ड रेट दे देंगे आपको कि आपके पास गाड़ी पहुंच जाएगी उस)\n[100s] CUSTOMER: Yes, the vehicle here, it's FOR, right?   (हां मेरे यहां गाड़ी एफ ओ आर होता है ना ये तो?)\n[102s] AGENT: Yes, yes, it's an FOR rate that I will give you.   (हां हां एफ ओ आर रेट होता है मैं जो दूंगा आपको।)\n[104s] CUSTOMER: Okay.   (ठीक है।)\n[105s] AGENT: Okay.   (ठीक है।)\n[106s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 50,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly lower in volume than the agent's, but both are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "50 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "You did well to clarify the quantity and suggest the right grade. To secure the next step, you must ask more discovery questions about their total usage and current suppliers, and always commit to a specific timeline for sending the price, like 'within the hour'.",
  "usp_relevance": "matched",
  "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 created a requirement with an incorrect quantity (12,000 tons instead of 5 tons). The agent clarified the quantity and discovered the end-use is for almirahs and safes. He correctly suggested CR2 grade as a better fit. The call ended with the agent promising to check and revert with a delivered price, but without a specific timeline for the quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"जी मैं हां JSW से ही बोल रहा था। अभी हमारे प्लेटफार्म पे आपने एक रिक्वायरमेंट बनाई थी स्टील की, उसके रिगार्डिंग कॉल था।\", \"comment\": \"The agent correctly opened the call by referencing the customer's recent activity on the JSW platform.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"तो कितना लगता है ये आपको क्वांटिटी इसकी? ... पांच टन लगेगा ना? ठीक है मैं कर देता इसको पांच टन। ... सीआरसी फाइव 0.5 है ना? ... बोल रहा था कि ये सीआर फोर ही चाहिए क्या आपको कि सीआर टू चाहिए?\", \"comment\": \"The agent revalidated quantity, product/grade, and thickness, but failed to confirm the delivery location/pincode or the required timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"आपका काम वैसे क्या है? मतलब एप्लीकेशन किसके लिए लगेगा ये?\", \"comment\": \"The agent only asked about the end application. No questions were asked about monthly consumption, current brands, share of wallet, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"मैं चेक कर लेके मैं आपको रेट बता दूंगा।\", \"comment\": \"The agent committed to providing a price but failed to state a specific timeline for when the customer would receive the quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"तो मतलब आपको सीआर टू का ही मटेरियल लगेगा मोस्टली। मैं एक काम करता हूं इसका पांच टन का बना के मैं आपको उसका बता देता हूं।\", \"comment\": \"The agent correctly focused on the customer's stated need and even refined it (suggesting CR2) without pitching irrelevant products.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You did well to clarify the quantity and suggest the right grade. To secure the next step, you must ask more discovery questions about their total usage and current suppliers, and always commit to a specific timeline for sending the price, like 'within the hour'.\", \"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\": [], \"call_summary\": \"The customer created a requirement with an incorrect quantity (12,000 tons instead of 5 tons). The agent clarified the quantity and discovered the end-use is for almirahs and safes. He correctly suggested CR2 grade as a better fit. The call ended with the agent promising to check and revert with a delivered price, but without a specific timeline for the quote.\"}",
  "error": null,
  "latency_ms": 40034,
  "input_tokens": 4639,
  "output_tokens": 822,
  "created_at": "2026-09-25 11:52:49",
  "sentiment": "negative",
  "sentiment_score": -0.4,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 9,
  "lex_hits": 10,
  "objection_phrases": "[\"price\", \"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.643,
  "agent_talk_sec": 60.2,
  "customer_talk_sec": 33.4,
  "dead_air_sec": 109.4,
  "longest_monologue_sec": 6.0,
  "agent_wpm": 396.7,
  "interruptions": 0,
  "agent_turns": 26,
  "customer_turns": 24,
  "discovery_qs": 19,
  "words_agent": 398,
  "words_customer": 170,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178980054891",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.48,
      "end_s": 1.01,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178980054891",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.13,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 6.5,
      "text_en": "Sir, hello, this is Aditya Pandey speaking. Were you speaking from Lakshmi Iron? From Lakshmi Iron?",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था। आप लक्ष्मी आयरन से बोल रहे थे क्या? लक्ष्मी आयरन से?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 7.03,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.03,
      "end_s": 11.1,
      "text_en": "Yes, I was calling from JSW. You had just created a requirement for steel on our platform, this call is regarding that.",
      "text_native": "जी मैं हां JSW से ही बोल रहा था। अभी हमारे प्लेटफार्म पे आपने एक रिक्वायरमेंट बनाई थी स्टील की, उसके रिगार्डिंग कॉल था।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.1,
      "end_s": 11.58,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.58,
      "end_s": 13.7,
      "text_en": "Why did you create one for twelve thousand tons, by the way? I wanted to know that.",
      "text_native": "आपने बारह हजार टन का क्यों बनाया वैसे मैं ये जानना चाहता था।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.7,
      "end_s": 14.16,
      "text_en": "How much?",
      "text_native": "कितना?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.16,
      "end_s": 14.88,
      "text_en": "Twelve thousand tons.",
      "text_native": "बारह हजार टन।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 16.4,
      "text_en": "It's not for twelve thousand tons, sir.",
      "text_native": "बारह हजार टन का नहीं है सर।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.68,
      "end_s": 18.9,
      "text_en": "No, that's what I was asking. We can't even do twelve thousand five hundred tons, that much.",
      "text_native": "नहीं वही मैं पूछ रहा था। बारह हजार पांच सौ टन तो हम कर नहीं कर पाते इतना।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 20.5,
      "text_en": "This is the size, size is written, sir.",
      "text_native": "ये तो साइज साइज लिखी है सर।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 21.8,
      "text_en": "Yes, yes, how much do you need by the way?",
      "text_native": "हां हां आपको कितना लगता है वैसे?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 24.7,
      "text_en": "Yes, I understood that just now, that's why I asked, you have written twelve thousand actually in tons.",
      "text_native": "हां वही मेरेको समझ गया था अभी, इसलिए मैंने पूछा आपने बारह हजार लिख दिया है एक्चुअल में टन में।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 26.3,
      "text_en": "No, no, that is the size written, size sir.",
      "text_native": "नहीं नहीं वो वो साइज लिखी है, साइज सर।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 15,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 29.2,
      "text_en": "Yes, yes, I understood, no issue. So how much quantity of this do you need?",
      "text_native": "हां हां समझ गया, कोई इशू नहीं है। तो कितना लगता है ये आपको क्वांटिटी इसकी?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 29.5,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 17,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 31.2,
      "text_en": "So what will be its quantity then?",
      "text_native": "अब इसकी क्वांटिटी कितनी रहेगी फिर?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 32.8,
      "text_en": "Quantity, you said five tons, right?",
      "text_native": "क्वांटिटी पांच टन बोला है ना?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 34.9,
      "text_en": "It will be five tons, right? Okay, I'll make it five tons.",
      "text_native": "पांच टन लगेगा ना? ठीक है मैं कर देता इसको पांच टन।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 20,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 37.8,
      "text_en": "This, yes, its, I mean, I just opened this, I don't have much information.",
      "text_native": "ये हां इसकी मतलब ये अभी खोला जो इतना कोई जानकारी नहीं है।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 21,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 43.8,
      "text_en": "No, you, yes CR, I understood that, sir. Even we can't do that much. Twelve thousand tons, I mean our plant has that much capacity but that will be too much, so leave it. I was saying, do you need CR4 only or do you need CR2?",
      "text_native": "नहीं आपको हां सीआर वो मेरेको समझ गया सर। इतना तो हम भी नहीं कर पाएंगे। बारह हजार टन तो हमारे मतलब प्लांट का कैपेसिटी उतना है पर वो फिर बहुत ज्यादा हो जाएगा फिर छोड़िए। बोल रहा था कि ये सीआर फोर ही चाहिए क्या आपको कि सीआर टू चाहिए?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 22,
      "speaker": "customer",
      "start_s": 44.1,
      "end_s": 45.8,
      "text_en": "CRC five, it's 0.5, right?",
      "text_native": "सीआरसी फाइव 0.5 है ना?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 23,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 49.8,
      "text_en": "0.5 yes, but do you need a specific grade for it or do you need D grade or what kind do you need? That's what I'm asking.",
      "text_native": "0.5 हां, पर ये उसका ग्रेड कुछ आपको चाहिए कि डी ग्रेड का चाहिए कि कैसा चाहिए आपको? वैसा पूछ रहा हूं।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 24,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 50.1,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 25,
      "speaker": "agent",
      "start_s": 50.4,
      "end_s": 53.8,
      "text_en": "What will be its grade, sir? Grade, I mean, as they say, do you need it extra soft or normal? What kind, that's what I'm asking.",
      "text_native": "उसका ग्रेड क्या रहेगा सर? ग्रेड मतलब बोलते है ना क्या ज्यादा सॉफ्ट चाहिए कि नॉर्मल चाहिए? कैसा मैं वही पूछ रहा हूं।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 26,
      "speaker": "customer",
      "start_s": 54.1,
      "end_s": 55.8,
      "text_en": "I need normal soft, not extra soft.",
      "text_native": "नॉर्मल सॉफ्ट चाहिए, ज्यादा सॉफ्ट नहीं चाहिए।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 27,
      "speaker": "agent",
      "start_s": 56.1,
      "end_s": 57.4,
      "text_en": "Which grade does this normal soft come in?",
      "text_native": "ये कौन सा ग्रेड का आता है नॉर्मल सॉफ्ट?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 28,
      "speaker": "customer",
      "start_s": 57.7,
      "end_s": 59.8,
      "text_en": "Sir, see, that CR4 becomes more expensive, that's why I asked you.",
      "text_native": "सर देखिए वो ज्यादा महंगा हो जाता है सीआर फोर, इसलिए मैंने पूछा आपको।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 29,
      "speaker": "agent",
      "start_s": 60.2,
      "end_s": 61.9,
      "text_en": "Yes, this, does this come in ABC?",
      "text_native": "हां ये ये एबीसी में आता है क्या?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 30,
      "speaker": "customer",
      "start_s": 62.2,
      "end_s": 67.2,
      "text_en": "No, no, it comes in this, in one two three or D, they call it one two three. As it's more, as its number increases, its, that softness of it, that increases more.",
      "text_native": "नहीं नहीं ये इसमें आता है वन टू थ्री में या डी वन टू थ्री बोलते उसको। जैसे ज्यादा जैसे जैसे उसका नंबर बढ़ेगा उसका वो वो जो उसका सॉफ्टनेस है ना वो बढ़ता है ज्यादा।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 31,
      "speaker": "agent",
      "start_s": 67.2,
      "end_s": 68.1,
      "text_en": "The hardness increases?",
      "text_native": "हार्डनेस बढ़ जाता है?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 32,
      "speaker": "customer",
      "start_s": 68.1,
      "end_s": 69.4,
      "text_en": "Yes, its softness increases.",
      "text_native": "हां सॉफ्टनेस बढ़ जाता है उसका।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 33,
      "speaker": "agent",
      "start_s": 69.7,
      "end_s": 70.1,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 34,
      "speaker": "agent",
      "start_s": 70.9,
      "end_s": 73.8,
      "text_en": "What is your work, by the way? I mean, what will be the application for this? Then I'll be able to tell you accordingly.",
      "text_native": "आपका काम वैसे क्या है? मतलब एप्लीकेशन किसके लिए लगेगा ये? तो मैं उस हिसाब से बता पाऊंगा आपको।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 35,
      "speaker": "customer",
      "start_s": 74.1,
      "end_s": 76.3,
      "text_en": "My work is almirahs and safes.",
      "text_native": "मैं तो अलमारी और तिजोरियां कामकाज मेरा।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 36,
      "speaker": "agent",
      "start_s": 76.6,
      "end_s": 80.6,
      "text_en": "Yes, it's safe-making work. So that means you will mostly need CR2 material. I'll do one thing, I'll make a five-ton one for this and tell you about it.",
      "text_native": "हां तिजोरी का काम है। तो मतलब आपको सीआर टू का ही मटेरियल लगेगा मोस्टली। मैं एक काम करता हूं इसका पांच टन का बना के मैं आपको उसका बता देता हूं।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 37,
      "speaker": "customer",
      "start_s": 80.9,
      "end_s": 81.5,
      "text_en": "For CR2?",
      "text_native": "सीआर टू का?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 38,
      "speaker": "agent",
      "start_s": 81.8,
      "end_s": 85.4,
      "text_en": "Yes, for CR2. And what do they call it, so sir, you only have the almirah business?",
      "text_native": "हां सीआर टू का। और ये क्या बोलते इसको तो आपका सर ये अलमीरा का ही बिजनेस है सिर्फ?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 39,
      "speaker": "customer",
      "start_s": 85.7,
      "end_s": 87.0,
      "text_en": "Yes, yes, it's an almirah business.",
      "text_native": "हां हां अलमीरा का बिजनेस है।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 40,
      "speaker": "agent",
      "start_s": 87.3,
      "end_s": 90.0,
      "text_en": "So you need only this, this material. So do you already have it or would you like to take it now?",
      "text_native": "तो आपको यही यही लगता है मटेरियल सिर्फ। तो अभी आपके पास ऑलरेडी है कि आप अभी लेना चाहेंगे ये?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 41,
      "speaker": "customer",
      "start_s": 90.2,
      "end_s": 91.2,
      "text_en": "I keep getting it.",
      "text_native": "मेरे पास आता रहता है।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 42,
      "speaker": "agent",
      "start_s": 91.5,
      "end_s": 92.9,
      "text_en": "You keep getting it. But would you like to take it from us now or not?",
      "text_native": "आता रहता है। पर अभी आप लेना चाहेंगे हमसे कि ना?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 43,
      "speaker": "customer",
      "start_s": 93.2,
      "end_s": 95.4,
      "text_en": "Yes, I should take it. I would like to take it based on the rate. What is its rate?",
      "text_native": "हां लेना चाहिए। रेट के आधार पर लेना चाहेंगे। रेट क्या है इसका?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 44,
      "speaker": "agent",
      "start_s": 95.4,
      "end_s": 99.8,
      "text_en": "Yes, about the rate, right. I will check and tell you the rate. We will give you the delivered rate, that the vehicle will reach you at that",
      "text_native": "हां रेट का वही ना। मैं चेक कर लेके मैं आपको रेट बता दूंगा। जो हम लोग डिलीवर्ड रेट दे देंगे आपको कि आपके पास गाड़ी पहुंच जाएगी उस"
    },
    {
      "ucid": "21112178980054891",
      "idx": 45,
      "speaker": "customer",
      "start_s": 100.1,
      "end_s": 101.8,
      "text_en": "Yes, the vehicle here, it's FOR, right?",
      "text_native": "हां मेरे यहां गाड़ी एफ ओ आर होता है ना ये तो?"
    },
    {
      "ucid": "21112178980054891",
      "idx": 46,
      "speaker": "agent",
      "start_s": 102.0,
      "end_s": 103.6,
      "text_en": "Yes, yes, it's an FOR rate that I will give you.",
      "text_native": "हां हां एफ ओ आर रेट होता है मैं जो दूंगा आपको।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 47,
      "speaker": "customer",
      "start_s": 103.8,
      "end_s": 104.3,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 48,
      "speaker": "agent",
      "start_s": 105.1,
      "end_s": 105.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178980054891",
      "idx": 49,
      "speaker": "customer",
      "start_s": 106.1,
      "end_s": 106.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178980054891",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "जी मैं हां JSW से ही बोल रहा था। अभी हमारे प्लेटफार्म पे आपने एक रिक्वायरमेंट बनाई थी स्टील की, उसके रिगार्डिंग कॉल था।",
      "comment": "The agent correctly opened the call by referencing the customer's recent activity on the JSW platform."
    },
    {
      "ucid": "21112178980054891",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 3,
      "evidence": "तो कितना लगता है ये आपको क्वांटिटी इसकी? ... पांच टन लगेगा ना? ठीक है मैं कर देता इसको पांच टन। ... सीआरसी फाइव 0.5 है ना? ... बोल रहा था कि ये सीआर फोर ही चाहिए क्या आपको कि सीआर टू चाहिए?",
      "comment": "The agent revalidated quantity, product/grade, and thickness, but failed to confirm the delivery location/pincode or the required timeline."
    },
    {
      "ucid": "21112178980054891",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "आपका काम वैसे क्या है? मतलब एप्लीकेशन किसके लिए लगेगा ये?",
      "comment": "The agent only asked about the end application. No questions were asked about monthly consumption, current brands, share of wallet, or payment terms."
    },
    {
      "ucid": "21112178980054891",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "मैं चेक कर लेके मैं आपको रेट बता दूंगा।",
      "comment": "The agent committed to providing a price but failed to state a specific timeline for when the customer would receive the quote."
    },
    {
      "ucid": "21112178980054891",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "तो मतलब आपको सीआर टू का ही मटेरियल लगेगा मोस्टली। मैं एक काम करता हूं इसका पांच टन का बना के मैं आपको उसका बता देता हूं।",
      "comment": "The agent correctly focused on the customer's stated need and even refined it (suggesting CR2) without pitching irrelevant products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": [
    "price",
    "rejection"
  ]
}