{
  "ucid": "21112178980152121",
  "call_date": "2026-09-19",
  "start_time": "2026-09-19 12:35:21",
  "end_time": "2026-09-19 12:39:28",
  "duration_sec": 247,
  "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/DIAc15b6cb51692e8d543df5c8b611e7b52.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1324,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178980152121__DIAc15b6cb51692e8d543df5c8b611e7b52.mp3",
  "audio_bytes": 649512,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 216.504,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello, Vikas Industries?   (हेलो, विकास इंडस्ट्रीज?)\n[3s] CUSTOMER: Yes.   (हांजी।)\n[4s] AGENT: Hello sir, this is Aditya Pandey calling from JSW One.   (सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW One से।)\n[7s] CUSTOMER: Yes, tell me sir.   (हांजी, बताएं सर।)\n[8s] AGENT: Sir, you recently registered on our platform and created a requirement. This call is regarding that, sir. Is E250 grade required? 16mm plate?   (सर जी हमारे प्लेटफार्म पे अभी आपने रजिस्ट्रेशन करके एक रिक्वायरमेंट बनाई थी। उसी के रिगार्डिंग कॉल था सर। E250 ग्रेड रिक्वायर्ड है क्या? 16mm प्लेट?)\n[15s] CUSTOMER: What is it?   (क्या है?)\n[16s] AGENT: You had placed a requirement for E250 grade.   (E250 ग्रेड की आपने एक रिक्वायरमेंट डाली थी।)\n[18s] CUSTOMER: Yes, yes, yes. HR.   (जी जी जी। HR।)\n[20s] AGENT: Yes.   (जी।)\n[20s] AGENT: Uh sir, is this an urgent requirement for you, or would you like to go for it next week?   (अह सर ये अभी मतलब आपका अर्जेंट में रिक्वायरमेंट है कि आप मतलब नेक्स्ट वीक के लिए आना चाहेंगे इसमें?)\n[24s] CUSTOMER: No, next week will work for me.   (नहीं नेक्स्ट वीक चलेगा मेरेको।)\n[26s] AGENT: Okay sir, I'll do one thing, I'll check. According to me, this quantity will be available in [inaudible].   (एक ठीक है सर, एक काम करता हूं मैं चेक कर लेता हूं। मेरे हिसाब से आपको [inaudible] में अवेलेबल रहेगा ये क्वांटिटी।)\n[30s] AGENT: Can I ask one thing, do you need only this much, only 3 tons? 3 tons of   (एक मैं पूछ सकता हूं कि मतलब आपको इतना ही चाहिए, तीन टन ही? तीन टन का)\n[33s] CUSTOMER: Your your your voice is breaking, sir.   (आपकी आपकी आपकी वॉइस ब्रेक हो रही है सर।)\n[35s] AGENT: Uh sir, is it coming properly now?   (अह सर अभी बराबर आ रही है?)\n[37s] CUSTOMER: Yes, tell me.   (हांजी, बताएं।)\n[38s] AGENT: I was saying that do you [inaudible] do you need more than this?   (बोल रहा था कि आपको [inaudible] इससे ज्यादा भी लगता है?)\n[41s] CUSTOMER: It broke up again, sir, I didn't understand what you said.   (फिर से ब्रेक हो गई सर, कुछ नहीं समझ आया क्या कह गए आप।)\n[44s] AGENT: Uh sir, I was saying, do you need only 3 tons or do you need more than that?   (अह सर मैं बोल रहा था कि मैं आपको तीन टन ही लगता है कि इससे ज्यादा भी लगता है इसमें?)\n[47s] CUSTOMER: No, I just put this on a trial basis. I actually need more than this. I was just checking that   (नहीं, ये तो मैंने सिर्फ वैसे ही ट्रायल बेसिस पे डाला है। लगता तो मेरेको ज्यादा ही है इससे। ये तो मैं बस देख रहा था अभी उस)\n[52s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[53s] CUSTOMER: Generally, I mean, my material consumption every month is like, ten tons is the minimum. It's always more than that, never less.   (जनरली मतलब मेरा हर मंथ ऐसे मटेरियल जाता है, दस टन तो मिनिमम है ही है। उससे ऊपर ही जाता है, कम नहीं होता।)\n[59s] AGENT: Okay. Okay okay. So can I consider this as a 5-ton order? Because ours is for 5 tons.   (ओके। ओके ओके। तो अभी मैं इसको मतलब पांच टन आर्डर कंसीडर कर सकता हूं इसमें? क्योंकि हमारा तो पांच टन का रहता है।)\n[64s] CUSTOMER: What is it?   (क्या है?)\n[65s] AGENT: The minimum order quantity is 5 tons, sir.   (जो मिनिमम आर्डर क्वांटिटी होती है, वो पांच टन है सर हमारी।)\n[68s] CUSTOMER: Oh. Yes, then no problem, we order more than that whenever we order.   (अच्छा। हां तो कोई बात नहीं, वो तो उससे तो उससे तो ज्यादा ही मंगाते हैं हम जब भी मंगाते हैं।)\n[72s] CUSTOMER: But it's not that it has to be 5 tons of only sheets, right?   (लेकिन ये तो नहीं कि सिर्फ शीट शीट में ही पांच टन होना चाहिए?)\n[74s] AGENT: No, no, no, no. I mean, you are asking for only 16mm thickness, right? So I am saying 5 tons in 16mm only.   (नहीं नहीं नहीं नहीं। मतलब थिकनेस आप 16mm की मांग रहे हैं ना सिर्फ? तो 16mm में पांच टन बोल रहा हूं सिर्फ।)\n[78s] CUSTOMER: Oh, it has to be five in just sixteen?   (अच्छा, सिर्फ सोलह में पांच होना चाहिए?)\n[80s] AGENT: Yes, yes.   (हां हां।)\n[81s] CUSTOMER: Can't it be that there's some sixteen, some twelve, and we club them together to make 5 tons or more than 5?   (ऐसा नहीं हो सकता कि कुछ सोलह के, कुछ बारह के हैं, उनको मिला के क्लब करके पांच टन या पांच से ऊपर हो?)\n[85s] AGENT: We can do that, sir. If, see, I have ready-made stock, then I will get it done. There is no issue as such.   (कर सकते हैं सर। अगर देखिए मेरे पास रेडीमेड स्टॉक रहा तो मैं करवा दूंगा। ऐसा कोई इशू भी नहीं है।)\n[89s] CUSTOMER: No, I will give time for that, I won't be in such a hurry that I need it tomorrow itself.   (नहीं वो तो मैं टाइम दे दूंगा, ऐसा कोई एस सच हरी नहीं होगी मेरेको कि भई कल ही दे दो।)\n[92s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[93s] CUSTOMER: Right? You can get it done within a week.   (है ना? एक हफ्ते भर के अंदर तो करा ही सकते हो आप।)\n[95s] AGENT: Correct. I mean sir, if it's ready, it will be dispatched in two-three days. It won't even take a week.   (बराबर। मतलब सर रेडी रहा तो वो दो-तीन दिन में निकल जाएगा। हफ्ते भर भी नहीं लगेगा उसको।)\n[99s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[100s] CUSTOMER: So where are you calling from, sir?   (तो कहां से बात कर रहे हैं सर आप?)\n[101s] AGENT: Sir, I was actually calling from Mumbai, but we have a stockyard in Ghaziabad as well. And we do it from Mumbai too. I mean, we do it in Mumbai, we do it in the South too, so we have a pan-India business.   (सर वैसे तो मैं मुंबई से बात कर रहा था, लेकिन हमारा है स्टॉकयार्ड गाजियाबाद में भी है। और मुंबई से भी करते हैं। मतलब मुंबई में करते हैं, साउथ में भी करते हैं, तो हमारा पैन इंडिया बिजनेस है।)\n[108s] CUSTOMER: Oh. So the material will come from Ghaziabad?   (अच्छा। तो ये गाजियाबाद से आएगा मटेरियल?)\n[110s] AGENT: Yes.   (हां।)\n[110s] CUSTOMER: Then from Ghaziabad, won't the cartage charges be too high for me?   (तो गाजियाबाद से फिर ये कार्टेज चार्जेस ज्यादा नहीं हो जाएंगे मेरेको?)\n[113s] AGENT: Uh from Faridabad, I mean   (अह फरीदाबाद से मैं तो)\n[114s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[115s] AGENT: No, that's correct. There's also one thing in this, sir, that if you want, you can do a self-pickup from here, if you have your own vehicle.   (नहीं बराबर है। इसमें एक ये भी है सर कि अगर आप चाहें तो सेल्फ पिकअप भी कर सकते हैं यहां से, अगर आपकी खुद की व्हीकल हो।)\n[118s] CUSTOMER: Your point is correct, Pandey ji. I mean, even if I arrange for pickup, sir, there will be charges, right?   (बात तो आपकी बराबर आ गई ना पांडे जी। मतलब मैं भी पिकअप कराऊंगा सर, तो चार्जेस तो लगेंगे ही लगेंगे ना?)\n[123s] AGENT: There will be charges, correct.   (चार्जेस तो लगेंगे, बराबर।)\n[124s] AGENT: Still, I'll check. If any of my, I mean, sometimes what happens is our distributors, if they are nearby you, I mean on the Haryana side, then we can get it done from there as well. So I'll check that once, if from there also   (फिर भी मैं अच्छा देख लेता हूं। अगर मेरे कोई मतलब, कभी-कभी क्या होता है हमारी जो डिस्ट्रीब्यूटर होते हैं, वो अगर आपके नियर बाय रह गए तो, मतलब हरियाणा साइड में, तो वहां से भी करवा सकते हैं। तो मैं वो चेक कर लेता हूं एक बारी कि वहां से भी मतलब)\n[132s] CUSTOMER: Yes, let me know. If the price and all those things seem good, then we'll take it from you, no problem.   (हां, मेरेको बता दो। अगर प्राइस और वो सारी चीजें अच्छी लगती हैं, तो आपसे ले लेंगे, कोई बात नहीं।)\n[136s] AGENT: Okay sir, okay, got it.   (ओके सर, ओके, गॉट इट।)\n[137s] CUSTOMER: Okay.   (ओके।)\n[138s] AGENT: Thank you sir, thank you.   (थैंक यू सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 53,
  "connected": 1,
  "audio_notes": "clear: The agent's voice breaks up due to a poor connection at several points, making some of his words difficult to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "53 turns, clean transcript (4% 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": "When the customer raises a cost objection like freight charges, you must provide a solution like a delivered price, not just end the call by saying you will check.",
  "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 submitted a trial inquiry for 3MT of HR plate. The agent revalidated most details and handled an MOQ discussion, discovering the customer's actual monthly need is over 10MT. The customer raised a concern about freight costs from Ghaziabad. The agent offered to check for alternatives but failed to provide a price or a timeline for a quote, ending the call without a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you recently registered on our platform and created a requirement. This call is regarding that, sir.\", \"comment\": \"The agent correctly referenced the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Is E250 grade required? 16mm plate?...is this an urgent requirement for you, or would you like to go for it next week?...do you need only 3 tons or do you need more than that?\", \"comment\": \"Agent confirmed grade, thickness, timeline, and quantity, but failed to proactively revalidate the delivery location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I was saying, do you need only 3 tons or do you need more than that?\", \"comment\": \"Agent only probed for monthly quantity; end use, current brands, JSW share, and payment terms were not discovered.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, okay, got it. Thank you sir, thank you.\", \"comment\": \"The agent did not provide a price, a timeline for a price, or attempt to close the order, ending the call without a next step.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I mean, you are asking for only 16mm thickness, right? So I am saying 5 tons in 16mm only.\", \"comment\": \"The agent remained focused on the customer's stated requirement and did not pitch other irrelevant products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer raises a cost objection like freight charges, you must provide a solution like a delivered price, not just end the call by saying you will check.\", \"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\": \"handled\", \"evidence\": \"Then from Ghaziabad, won't the cartage charges be too high for me?\", \"response\": \"There's also one thing in this, sir, that if you want, you can do a self-pickup from here... I'll check. If any of my... distributors, if they are nearby you... then we can get it done from there as well.\"}], \"call_summary\": \"The customer submitted a trial inquiry for 3MT of HR plate. The agent revalidated most details and handled an MOQ discussion, discovering the customer's actual monthly need is over 10MT. The customer raised a concern about freight costs from Ghaziabad. The agent offered to check for alternatives but failed to provide a price or a timeline for a quote, ending the call without a concrete next step.\"}",
  "error": null,
  "latency_ms": 33732,
  "input_tokens": 4942,
  "output_tokens": 898,
  "created_at": "2026-09-25 11:52:27",
  "sentiment": "negative",
  "sentiment_score": -0.257,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 8,
  "lex_hits": 14,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.594,
  "agent_talk_sec": 71.8,
  "customer_talk_sec": 49.1,
  "dead_air_sec": 126.1,
  "longest_monologue_sec": 8.1,
  "agent_wpm": 314.2,
  "interruptions": 0,
  "agent_turns": 27,
  "customer_turns": 26,
  "discovery_qs": 10,
  "words_agent": 376,
  "words_customer": 247,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178980152121",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 0.93,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.78,
      "text_en": "Hello, Vikas Industries?",
      "text_native": "हेलो, विकास इंडस्ट्रीज?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.1,
      "end_s": 3.46,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.88,
      "end_s": 6.5,
      "text_en": "Hello sir, this is Aditya Pandey calling from JSW One.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW One से।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.98,
      "end_s": 7.76,
      "text_en": "Yes, tell me sir.",
      "text_native": "हांजी, बताएं सर।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.08,
      "end_s": 15.1,
      "text_en": "Sir, you recently registered on our platform and created a requirement. This call is regarding that, sir. Is E250 grade required? 16mm plate?",
      "text_native": "सर जी हमारे प्लेटफार्म पे अभी आपने रजिस्ट्रेशन करके एक रिक्वायरमेंट बनाई थी। उसी के रिगार्डिंग कॉल था सर। E250 ग्रेड रिक्वायर्ड है क्या? 16mm प्लेट?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 15.7,
      "text_en": "What is it?",
      "text_native": "क्या है?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.0,
      "end_s": 18.0,
      "text_en": "You had placed a requirement for E250 grade.",
      "text_native": "E250 ग्रेड की आपने एक रिक्वायरमेंट डाली थी।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 19.3,
      "text_en": "Yes, yes, yes. HR.",
      "text_native": "जी जी जी। HR।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.6,
      "end_s": 19.8,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.2,
      "end_s": 23.8,
      "text_en": "Uh sir, is this an urgent requirement for you, or would you like to go for it next week?",
      "text_native": "अह सर ये अभी मतलब आपका अर्जेंट में रिक्वायरमेंट है कि आप मतलब नेक्स्ट वीक के लिए आना चाहेंगे इसमें?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 11,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 25.3,
      "text_en": "No, next week will work for me.",
      "text_native": "नहीं नेक्स्ट वीक चलेगा मेरेको।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 29.8,
      "text_en": "Okay sir, I'll do one thing, I'll check. According to me, this quantity will be available in [inaudible].",
      "text_native": "एक ठीक है सर, एक काम करता हूं मैं चेक कर लेता हूं। मेरे हिसाब से आपको [inaudible] में अवेलेबल रहेगा ये क्वांटिटी।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 32.8,
      "text_en": "Can I ask one thing, do you need only this much, only 3 tons? 3 tons of",
      "text_native": "एक मैं पूछ सकता हूं कि मतलब आपको इतना ही चाहिए, तीन टन ही? तीन टन का"
    },
    {
      "ucid": "21112178980152121",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.8,
      "end_s": 34.6,
      "text_en": "Your your your voice is breaking, sir.",
      "text_native": "आपकी आपकी आपकी वॉइस ब्रेक हो रही है सर।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.1,
      "end_s": 36.4,
      "text_en": "Uh sir, is it coming properly now?",
      "text_native": "अह सर अभी बराबर आ रही है?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.7,
      "end_s": 37.4,
      "text_en": "Yes, tell me.",
      "text_native": "हांजी, बताएं।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 17,
      "speaker": "agent",
      "start_s": 37.7,
      "end_s": 41.0,
      "text_en": "I was saying that do you [inaudible] do you need more than this?",
      "text_native": "बोल रहा था कि आपको [inaudible] इससे ज्यादा भी लगता है?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.4,
      "end_s": 43.4,
      "text_en": "It broke up again, sir, I didn't understand what you said.",
      "text_native": "फिर से ब्रेक हो गई सर, कुछ नहीं समझ आया क्या कह गए आप।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 47.0,
      "text_en": "Uh sir, I was saying, do you need only 3 tons or do you need more than that?",
      "text_native": "अह सर मैं बोल रहा था कि मैं आपको तीन टन ही लगता है कि इससे ज्यादा भी लगता है इसमें?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 20,
      "speaker": "customer",
      "start_s": 47.3,
      "end_s": 51.8,
      "text_en": "No, I just put this on a trial basis. I actually need more than this. I was just checking that",
      "text_native": "नहीं, ये तो मैंने सिर्फ वैसे ही ट्रायल बेसिस पे डाला है। लगता तो मेरेको ज्यादा ही है इससे। ये तो मैं बस देख रहा था अभी उस"
    },
    {
      "ucid": "21112178980152121",
      "idx": 21,
      "speaker": "agent",
      "start_s": 52.2,
      "end_s": 52.6,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 22,
      "speaker": "customer",
      "start_s": 53.4,
      "end_s": 58.8,
      "text_en": "Generally, I mean, my material consumption every month is like, ten tons is the minimum. It's always more than that, never less.",
      "text_native": "जनरली मतलब मेरा हर मंथ ऐसे मटेरियल जाता है, दस टन तो मिनिमम है ही है। उससे ऊपर ही जाता है, कम नहीं होता।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 23,
      "speaker": "agent",
      "start_s": 59.2,
      "end_s": 63.4,
      "text_en": "Okay. Okay okay. So can I consider this as a 5-ton order? Because ours is for 5 tons.",
      "text_native": "ओके। ओके ओके। तो अभी मैं इसको मतलब पांच टन आर्डर कंसीडर कर सकता हूं इसमें? क्योंकि हमारा तो पांच टन का रहता है।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 24,
      "speaker": "customer",
      "start_s": 63.8,
      "end_s": 64.2,
      "text_en": "What is it?",
      "text_native": "क्या है?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 25,
      "speaker": "agent",
      "start_s": 64.6,
      "end_s": 67.2,
      "text_en": "The minimum order quantity is 5 tons, sir.",
      "text_native": "जो मिनिमम आर्डर क्वांटिटी होती है, वो पांच टन है सर हमारी।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 26,
      "speaker": "customer",
      "start_s": 67.5,
      "end_s": 71.2,
      "text_en": "Oh. Yes, then no problem, we order more than that whenever we order.",
      "text_native": "अच्छा। हां तो कोई बात नहीं, वो तो उससे तो उससे तो ज्यादा ही मंगाते हैं हम जब भी मंगाते हैं।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 27,
      "speaker": "customer",
      "start_s": 71.6,
      "end_s": 73.4,
      "text_en": "But it's not that it has to be 5 tons of only sheets, right?",
      "text_native": "लेकिन ये तो नहीं कि सिर्फ शीट शीट में ही पांच टन होना चाहिए?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 28,
      "speaker": "agent",
      "start_s": 73.7,
      "end_s": 77.8,
      "text_en": "No, no, no, no. I mean, you are asking for only 16mm thickness, right? So I am saying 5 tons in 16mm only.",
      "text_native": "नहीं नहीं नहीं नहीं। मतलब थिकनेस आप 16mm की मांग रहे हैं ना सिर्फ? तो 16mm में पांच टन बोल रहा हूं सिर्फ।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 29,
      "speaker": "customer",
      "start_s": 78.2,
      "end_s": 79.6,
      "text_en": "Oh, it has to be five in just sixteen?",
      "text_native": "अच्छा, सिर्फ सोलह में पांच होना चाहिए?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 30,
      "speaker": "agent",
      "start_s": 79.9,
      "end_s": 80.4,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 31,
      "speaker": "customer",
      "start_s": 80.7,
      "end_s": 84.8,
      "text_en": "Can't it be that there's some sixteen, some twelve, and we club them together to make 5 tons or more than 5?",
      "text_native": "ऐसा नहीं हो सकता कि कुछ सोलह के, कुछ बारह के हैं, उनको मिला के क्लब करके पांच टन या पांच से ऊपर हो?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 32,
      "speaker": "agent",
      "start_s": 85.2,
      "end_s": 88.4,
      "text_en": "We can do that, sir. If, see, I have ready-made stock, then I will get it done. There is no issue as such.",
      "text_native": "कर सकते हैं सर। अगर देखिए मेरे पास रेडीमेड स्टॉक रहा तो मैं करवा दूंगा। ऐसा कोई इशू भी नहीं है।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 33,
      "speaker": "customer",
      "start_s": 88.6,
      "end_s": 91.6,
      "text_en": "No, I will give time for that, I won't be in such a hurry that I need it tomorrow itself.",
      "text_native": "नहीं वो तो मैं टाइम दे दूंगा, ऐसा कोई एस सच हरी नहीं होगी मेरेको कि भई कल ही दे दो।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 34,
      "speaker": "agent",
      "start_s": 91.9,
      "end_s": 92.4,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 35,
      "speaker": "customer",
      "start_s": 92.9,
      "end_s": 94.8,
      "text_en": "Right? You can get it done within a week.",
      "text_native": "है ना? एक हफ्ते भर के अंदर तो करा ही सकते हो आप।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 36,
      "speaker": "agent",
      "start_s": 95.1,
      "end_s": 98.4,
      "text_en": "Correct. I mean sir, if it's ready, it will be dispatched in two-three days. It won't even take a week.",
      "text_native": "बराबर। मतलब सर रेडी रहा तो वो दो-तीन दिन में निकल जाएगा। हफ्ते भर भी नहीं लगेगा उसको।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 37,
      "speaker": "customer",
      "start_s": 98.8,
      "end_s": 99.4,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 38,
      "speaker": "customer",
      "start_s": 100.0,
      "end_s": 101.0,
      "text_en": "So where are you calling from, sir?",
      "text_native": "तो कहां से बात कर रहे हैं सर आप?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 39,
      "speaker": "agent",
      "start_s": 101.4,
      "end_s": 107.4,
      "text_en": "Sir, I was actually calling from Mumbai, but we have a stockyard in Ghaziabad as well. And we do it from Mumbai too. I mean, we do it in Mumbai, we do it in the South too, so we have a pan-India business.",
      "text_native": "सर वैसे तो मैं मुंबई से बात कर रहा था, लेकिन हमारा है स्टॉकयार्ड गाजियाबाद में भी है। और मुंबई से भी करते हैं। मतलब मुंबई में करते हैं, साउथ में भी करते हैं, तो हमारा पैन इंडिया बिजनेस है।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 40,
      "speaker": "customer",
      "start_s": 107.8,
      "end_s": 109.4,
      "text_en": "Oh. So the material will come from Ghaziabad?",
      "text_native": "अच्छा। तो ये गाजियाबाद से आएगा मटेरियल?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 41,
      "speaker": "agent",
      "start_s": 109.7,
      "end_s": 110.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 42,
      "speaker": "customer",
      "start_s": 110.4,
      "end_s": 112.4,
      "text_en": "Then from Ghaziabad, won't the cartage charges be too high for me?",
      "text_native": "तो गाजियाबाद से फिर ये कार्टेज चार्जेस ज्यादा नहीं हो जाएंगे मेरेको?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 43,
      "speaker": "agent",
      "start_s": 112.8,
      "end_s": 114.4,
      "text_en": "Uh from Faridabad, I mean",
      "text_native": "अह फरीदाबाद से मैं तो"
    },
    {
      "ucid": "21112178980152121",
      "idx": 44,
      "speaker": "customer",
      "start_s": 114.4,
      "end_s": 114.8,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 45,
      "speaker": "agent",
      "start_s": 114.8,
      "end_s": 118.4,
      "text_en": "No, that's correct. There's also one thing in this, sir, that if you want, you can do a self-pickup from here, if you have your own vehicle.",
      "text_native": "नहीं बराबर है। इसमें एक ये भी है सर कि अगर आप चाहें तो सेल्फ पिकअप भी कर सकते हैं यहां से, अगर आपकी खुद की व्हीकल हो।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 46,
      "speaker": "customer",
      "start_s": 118.4,
      "end_s": 122.8,
      "text_en": "Your point is correct, Pandey ji. I mean, even if I arrange for pickup, sir, there will be charges, right?",
      "text_native": "बात तो आपकी बराबर आ गई ना पांडे जी। मतलब मैं भी पिकअप कराऊंगा सर, तो चार्जेस तो लगेंगे ही लगेंगे ना?"
    },
    {
      "ucid": "21112178980152121",
      "idx": 47,
      "speaker": "agent",
      "start_s": 123.0,
      "end_s": 124.0,
      "text_en": "There will be charges, correct.",
      "text_native": "चार्जेस तो लगेंगे, बराबर।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 48,
      "speaker": "agent",
      "start_s": 124.3,
      "end_s": 131.4,
      "text_en": "Still, I'll check. If any of my, I mean, sometimes what happens is our distributors, if they are nearby you, I mean on the Haryana side, then we can get it done from there as well. So I'll check that once, if from there also",
      "text_native": "फिर भी मैं अच्छा देख लेता हूं। अगर मेरे कोई मतलब, कभी-कभी क्या होता है हमारी जो डिस्ट्रीब्यूटर होते हैं, वो अगर आपके नियर बाय रह गए तो, मतलब हरियाणा साइड में, तो वहां से भी करवा सकते हैं। तो मैं वो चेक कर लेता हूं एक बारी कि वहां से भी मतलब"
    },
    {
      "ucid": "21112178980152121",
      "idx": 49,
      "speaker": "customer",
      "start_s": 131.8,
      "end_s": 135.4,
      "text_en": "Yes, let me know. If the price and all those things seem good, then we'll take it from you, no problem.",
      "text_native": "हां, मेरेको बता दो। अगर प्राइस और वो सारी चीजें अच्छी लगती हैं, तो आपसे ले लेंगे, कोई बात नहीं।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 50,
      "speaker": "agent",
      "start_s": 135.6,
      "end_s": 136.8,
      "text_en": "Okay sir, okay, got it.",
      "text_native": "ओके सर, ओके, गॉट इट।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 51,
      "speaker": "customer",
      "start_s": 137.2,
      "end_s": 137.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178980152121",
      "idx": 52,
      "speaker": "agent",
      "start_s": 137.9,
      "end_s": 138.8,
      "text_en": "Thank you sir, thank you.",
      "text_native": "थैंक यू सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178980152121",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you recently registered on our platform and created a requirement. This call is regarding that, sir.",
      "comment": "The agent correctly referenced the customer's platform submission at the start of the call."
    },
    {
      "ucid": "21112178980152121",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "Is E250 grade required? 16mm plate?...is this an urgent requirement for you, or would you like to go for it next week?...do you need only 3 tons or do you need more than that?",
      "comment": "Agent confirmed grade, thickness, timeline, and quantity, but failed to proactively revalidate the delivery location."
    },
    {
      "ucid": "21112178980152121",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I was saying, do you need only 3 tons or do you need more than that?",
      "comment": "Agent only probed for monthly quantity; end use, current brands, JSW share, and payment terms were not discovered."
    },
    {
      "ucid": "21112178980152121",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, okay, got it. Thank you sir, thank you.",
      "comment": "The agent did not provide a price, a timeline for a price, or attempt to close the order, ending the call without a next step."
    },
    {
      "ucid": "21112178980152121",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I mean, you are asking for only 16mm thickness, right? So I am saying 5 tons in 16mm only.",
      "comment": "The agent remained focused on the customer's stated requirement and did not pitch other irrelevant products."
    }
  ],
  "objections": [
    {
      "ucid": "21112178980152121",
      "obj_type": "price",
      "state": "handled",
      "evidence": "Then from Ghaziabad, won't the cartage charges be too high for me?",
      "response": "There's also one thing in this, sir, that if you want, you can do a self-pickup from here... I'll check. If any of my... distributors, if they are nearby you... then we can get it done from there as well."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}