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  "call_date": "2026-07-28",
  "start_time": "2026-07-28 15:09:59",
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  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Is this Parth speaking?   (पार्थ की बात कर रहे?)\n[4s] AGENT: Yes.   (हां जी।)\n[4s] AGENT: Yes, this is Abhishek Gupta speaking from JSW One MSME.   (हां जी, अभिषेक गुप्ता बात कर रहा हूं JSW One MSME से।)\n[7s] CUSTOMER: Yes, yes, tell me.   (हां जी, हां जी, बोलो जी।)\n[8s] AGENT: Sir, a registration came in the name of Pro Metal Global on our platform, I had called you regarding that.   (सर जी, ये Pro Metal Global के नेम से रजिस्ट्रेशन आया था हमारे प्लेटफॉर्म पे, उसी के रिगार्डिंग कॉल किया हुआ था आपको।)\n[12s] CUSTOMER: Yes, tell me.   (हां जी, बोलो।)\n[13s] AGENT: Was there some requirement in steel, some requirement in steel, sir, in HR, CR, etc.?   (कुछ steel में, कुछ steel में रिक्वायरमेंट था सर, HR, CR वगेरा में?)\n[16s] CUSTOMER: It's GI, GI, brother.   (GI, GI होता है भैया।)\n[17s] AGENT: In what?   (किस में?)\n[18s] CUSTOMER: GI, GI.\n[18s] AGENT: It's in GI. So, is there a running requirement now, sir?   (GI में रहता है। तो अभी है सर रनिंग रिक्वायरमेंट?)\n[20s] CUSTOMER: Yes, I have an ongoing need, I need it monthly. I have spoken to you two or three times, the price doesn't work out, it's always one or two rupees more expensive.   (हां, मेरे को चलती है, मंथली मेरी इसको लगती है। आपका यार मैंने दो-तीन बार मेरी बात हुई है, प्राइस सेट नहीं बैठता यार, एक-दो रुपए महंगा ही रहता है।)\n[25s] AGENT: Uh, where do you need this? Where is the requirement? In Punjab?   (अह, ये कहां पे लगता है आपको? रिक्वायरमेंट कहां रहता है? पंजाब में?)\n[28s] CUSTOMER: Punjab, Mohali, Dera Mohali, Mohali.   (पंजाब, मोहाली, डेरा मोहाली, मोहाली।)\n[30s] AGENT: Okay.\n[32s] AGENT: So the prices, meaning, uh, your prices were not matching the last time you were given a quotation, is that what you're saying?   (तो प्राइसेस मतलब, अह, आपके प्राइसेस मैच नहीं हो रहे थे लास्ट टाइम जो आपको कोटेशन दिया था, ऐसा बोल रहे?)\n[35s] CUSTOMER: It has happened three or four times, brother, it has happened three or four times. There's a big difference in prices. There's a difference of at least two hundred rupees. I can get it directly from Tata's overstock. And your delivery will be on cash, whereas I get credit there.   (तीन-चार बार हो गया भैया, तीन-चार बार हो चुका है। प्राइसेस में बहुत डिफरेंस रहता है। कम से कम दो सौ रुपए का फर्क पड़ता है। Tata के ओवर डायरेक्ट से निकलवा लूंगा। और आपकी डिलीवरी कैश पड़ेगी, वहां मेरा उधार भी चलता है।)\n[42s] AGENT: Hmm.   (हम्म।)\n[45s] CUSTOMER: I thought since it's a company platform, I would get a better deal, but there's no benefit.   (मुझे तो लगा था कंपनी प्लेटफॉर्म है तो थोड़ा अच्छा मिलेगा पर कोई फायदा नहीं है।)\n[48s] AGENT: The thing with that is, sir, I mean, the material you take, how old it is, there's just an aging issue. The material we have from the plant is fifteen-twenty days old.   (उसमें ये रहता है कि सर, मतलब, वो जो मटेरियल आप लेते हैं, वो कितना पुराना है, बस एजिंग का इशू रहता है। हमारे इसमें जो रहता है प्लांट से, वो पंद्रह-बीस दिन पुराना रहता है मटेरियल।)\n[53s] CUSTOMER: I haven't faced any problem till date, no complaint has come so far.   (कोई प्रॉब्लम नहीं आया आज तक, अभी तक तो कोई कंप्लेंट नहीं आया।)\n[56s] AGENT: Hmm.   (हम्म।)\n[57s] AGENT: So you buy locally now? Where do you buy from? From nearby, does it come from Ludhiana?   (तो अभी आप लोकली लेते हैं? कहां से लेते हैं मतलब? आपके आस-पास से, लुधियाना से आते हैं?)\n[60s] CUSTOMER: From anywhere, Ghaziabad, wherever I get a dealership.   (कहीं से भी, गाजियाबाद, जहां पे डीलरशिप मिल जाए।)\n[1s] AGENT: Oh, okay, you buy from there.   (अच्छा, ओके, वहीं से लेते हैं।)\n[1s] CUSTOMER: Okay, no problem, I don't have a requirement right now, I just purchased yesterday.   (चलो कोई नहीं, अभी तो रिक्वायरमेंट नहीं है, मैंने कल ही परचेस किया है।)\n[1s] AGENT: If there's anything, let me know.   (कुछ होता है तो बताइए।)\n[2s] CUSTOMER: You do one thing...   (आप एक काम...)\n[2s] AGENT: Yes, I'll do one thing, on this number, I'll send you my email ID and number. In case a requirement comes up, let me know, we'll check once.   (हां, मैं एक काम करता हूं, ये नंबर जो है ना, ये इसपे मैं आपको एक बार मेरा ईमेल आईडी और नंबर भेज देता हूं। इन केस रिक्वायरमेंट आता है तो बताइएगा, एक बार चेक कर लेंगे हम।)\n[1s] CUSTOMER: Sure, sure, for sure. Thank you.\n[1s] AGENT: Okay, okay sir.",
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  "call_summary": "The agent contacted a customer who had registered on the platform for a recurring monthly GI requirement in Mohali. The customer immediately raised strong objections from past interactions, citing JSW's higher prices and cash-only terms versus credit from competitors like Tata. The agent's attempt to counter with a quality/age USP was dismissed. The call concluded with the customer stating no immediate need, and the agent sending contact details for future requirements.",
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  "output_tokens": 924,
  "created_at": "2026-09-03 09:33:24",
  "sentiment": "neutral",
  "sentiment_score": -0.136,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 19,
  "lex_hits": 19,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.532,
  "agent_talk_sec": 26.1,
  "customer_talk_sec": 23.0,
  "dead_air_sec": 93.9,
  "longest_monologue_sec": 4.7,
  "agent_wpm": 439.1,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 15,
  "discovery_qs": 10,
  "words_agent": 191,
  "words_customer": 167,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178523159950",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.78,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178523159950",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.47,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178523159950",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.56,
      "text_en": "Is this Parth speaking?",
      "text_native": "पार्थ की बात कर रहे?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.7,
      "end_s": 3.99,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.48,
      "end_s": 6.7,
      "text_en": "Yes, this is Abhishek Gupta speaking from JSW One MSME.",
      "text_native": "हां जी, अभिषेक गुप्ता बात कर रहा हूं JSW One MSME से।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.98,
      "end_s": 7.9,
      "text_en": "Yes, yes, tell me.",
      "text_native": "हां जी, हां जी, बोलो जी।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 12.1,
      "text_en": "Sir, a registration came in the name of Pro Metal Global on our platform, I had called you regarding that.",
      "text_native": "सर जी, ये Pro Metal Global के नेम से रजिस्ट्रेशन आया था हमारे प्लेटफॉर्म पे, उसी के रिगार्डिंग कॉल किया हुआ था आपको।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.8,
      "text_en": "Yes, tell me.",
      "text_native": "हां जी, बोलो।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 15.3,
      "text_en": "Was there some requirement in steel, some requirement in steel, sir, in HR, CR, etc.?",
      "text_native": "कुछ steel में, कुछ steel में रिक्वायरमेंट था सर, HR, CR वगेरा में?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 16.5,
      "text_en": "It's GI, GI, brother.",
      "text_native": "GI, GI होता है भैया।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.9,
      "end_s": 17.3,
      "text_en": "In what?",
      "text_native": "किस में?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 18.0,
      "text_en": "GI, GI.",
      "text_native": "GI, GI."
    },
    {
      "ucid": "34972178523159950",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 19.9,
      "text_en": "It's in GI. So, is there a running requirement now, sir?",
      "text_native": "GI में रहता है। तो अभी है सर रनिंग रिक्वायरमेंट?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 24.8,
      "text_en": "Yes, I have an ongoing need, I need it monthly. I have spoken to you two or three times, the price doesn't work out, it's always one or two rupees more expensive.",
      "text_native": "हां, मेरे को चलती है, मंथली मेरी इसको लगती है। आपका यार मैंने दो-तीन बार मेरी बात हुई है, प्राइस सेट नहीं बैठता यार, एक-दो रुपए महंगा ही रहता है।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.2,
      "end_s": 27.8,
      "text_en": "Uh, where do you need this? Where is the requirement? In Punjab?",
      "text_native": "अह, ये कहां पे लगता है आपको? रिक्वायरमेंट कहां रहता है? पंजाब में?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 15,
      "speaker": "customer",
      "start_s": 27.9,
      "end_s": 29.5,
      "text_en": "Punjab, Mohali, Dera Mohali, Mohali.",
      "text_native": "पंजाब, मोहाली, डेरा मोहाली, मोहाली।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 16,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 30.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "34972178523159950",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 35.0,
      "text_en": "So the prices, meaning, uh, your prices were not matching the last time you were given a quotation, is that what you're saying?",
      "text_native": "तो प्राइसेस मतलब, अह, आपके प्राइसेस मैच नहीं हो रहे थे लास्ट टाइम जो आपको कोटेशन दिया था, ऐसा बोल रहे?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 18,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 42.0,
      "text_en": "It has happened three or four times, brother, it has happened three or four times. There's a big difference in prices. There's a difference of at least two hundred rupees. I can get it directly from Tata's overstock. And your delivery will be on cash, whereas I get credit there.",
      "text_native": "तीन-चार बार हो गया भैया, तीन-चार बार हो चुका है। प्राइसेस में बहुत डिफरेंस रहता है। कम से कम दो सौ रुपए का फर्क पड़ता है। Tata के ओवर डायरेक्ट से निकलवा लूंगा। और आपकी डिलीवरी कैश पड़ेगी, वहां मेरा उधार भी चलता है।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.5,
      "end_s": 42.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 20,
      "speaker": "customer",
      "start_s": 45.4,
      "end_s": 48.0,
      "text_en": "I thought since it's a company platform, I would get a better deal, but there's no benefit.",
      "text_native": "मुझे तो लगा था कंपनी प्लेटफॉर्म है तो थोड़ा अच्छा मिलेगा पर कोई फायदा नहीं है।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 21,
      "speaker": "agent",
      "start_s": 48.3,
      "end_s": 53.0,
      "text_en": "The thing with that is, sir, I mean, the material you take, how old it is, there's just an aging issue. The material we have from the plant is fifteen-twenty days old.",
      "text_native": "उसमें ये रहता है कि सर, मतलब, वो जो मटेरियल आप लेते हैं, वो कितना पुराना है, बस एजिंग का इशू रहता है। हमारे इसमें जो रहता है प्लांट से, वो पंद्रह-बीस दिन पुराना रहता है मटेरियल।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 22,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 55.8,
      "text_en": "I haven't faced any problem till date, no complaint has come so far.",
      "text_native": "कोई प्रॉब्लम नहीं आया आज तक, अभी तक तो कोई कंप्लेंट नहीं आया।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 23,
      "speaker": "agent",
      "start_s": 56.3,
      "end_s": 56.6,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 24,
      "speaker": "agent",
      "start_s": 57.1,
      "end_s": 59.8,
      "text_en": "So you buy locally now? Where do you buy from? From nearby, does it come from Ludhiana?",
      "text_native": "तो अभी आप लोकली लेते हैं? कहां से लेते हैं मतलब? आपके आस-पास से, लुधियाना से आते हैं?"
    },
    {
      "ucid": "34972178523159950",
      "idx": 25,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 1.1,
      "text_en": "From anywhere, Ghaziabad, wherever I get a dealership.",
      "text_native": "कहीं से भी, गाजियाबाद, जहां पे डीलरशिप मिल जाए।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 26,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.2,
      "text_en": "Oh, okay, you buy from there.",
      "text_native": "अच्छा, ओके, वहीं से लेते हैं।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 27,
      "speaker": "customer",
      "start_s": 1.2,
      "end_s": 1.4,
      "text_en": "Okay, no problem, I don't have a requirement right now, I just purchased yesterday.",
      "text_native": "चलो कोई नहीं, अभी तो रिक्वायरमेंट नहीं है, मैंने कल ही परचेस किया है।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 28,
      "speaker": "agent",
      "start_s": 1.4,
      "end_s": 1.5,
      "text_en": "If there's anything, let me know.",
      "text_native": "कुछ होता है तो बताइए।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 29,
      "speaker": "customer",
      "start_s": 1.5,
      "end_s": 1.6,
      "text_en": "You do one thing...",
      "text_native": "आप एक काम..."
    },
    {
      "ucid": "34972178523159950",
      "idx": 30,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 1.1,
      "text_en": "Yes, I'll do one thing, on this number, I'll send you my email ID and number. In case a requirement comes up, let me know, we'll check once.",
      "text_native": "हां, मैं एक काम करता हूं, ये नंबर जो है ना, ये इसपे मैं आपको एक बार मेरा ईमेल आईडी और नंबर भेज देता हूं। इन केस रिक्वायरमेंट आता है तो बताइएगा, एक बार चेक कर लेंगे हम।"
    },
    {
      "ucid": "34972178523159950",
      "idx": 31,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.1,
      "text_en": "Sure, sure, for sure. Thank you.",
      "text_native": "Sure, sure, for sure. Thank you."
    },
    {
      "ucid": "34972178523159950",
      "idx": 32,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.1,
      "text_en": "Okay, okay sir.",
      "text_native": "Okay, okay sir."
    }
  ],
  "steps": [
    {
      "ucid": "34972178523159950",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "सर जी, ये Pro Metal Global के नेम से रजिस्ट्रेशन आया था हमारे प्लेटफॉर्म पे, उसी के रिगार्डिंग कॉल किया हुआ था आपको।",
      "comment": "The agent correctly opened the call by referencing the customer's registration on the platform."
    },
    {
      "ucid": "34972178523159950",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 3,
      "evidence": "कुछ steel में, कुछ steel में रिक्वायरमेंट था सर, HR, CR वगेरा में? ... ये कहां पे लगता है आपको? रिक्वायरमेंट कहां रहता है? पंजाब में? ... तो अभी है सर रनिंग रिक्वायरमेंट?",
      "comment": "The agent revalidated product type (GI), location (Punjab), and timeline (running requirement), but missed quantity and dimensions."
    },
    {
      "ucid": "34972178523159950",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the required discovery questions; the customer volunteered information about their current supplier and payment terms, but this was not actively discovered by the agent."
    },
    {
      "ucid": "34972178523159950",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "मैं एक काम करता हूं, ये नंबर जो है ना, ये इसपे मैं आपको एक बार मेरा ईमेल आईडी और नंबर भेज देता हूं। इन केस रिक्वायरमेंट आता है तो बताइएगा, एक बार चेक कर लेंगे हम।",
      "comment": "As the customer had no immediate requirement, the agent correctly pivoted to establishing a clear next step for future engagement."
    },
    {
      "ucid": "34972178523159950",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "कुछ steel में, कुछ steel में रिक्वायरमेंट था सर, HR, CR वगेरा में?",
      "comment": "The agent focused on the customer's likely requirement and did not waste time re-pitching the entire JSW One portfolio."
    }
  ],
  "objections": [
    {
      "ucid": "34972178523159950",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "प्राइस सेट नहीं बैठता यार, एक-दो रुपए महंगा ही रहता है। ... And your delivery will be on cash, whereas I get credit there.",
      "response": "उसमें ये रहता है कि सर, मतलब, वो जो मटेरियल आप लेते हैं, वो कितना पुराना है, बस एजिंग का इशू रहता है।"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": [
    "price"
  ]
}