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  "english_text": "[3s] CUSTOMER: Hello.   (હલો)\n[5s] AGENT: Hello.   (હલો)\n[6s] CUSTOMER: Hello.   (હલો)\n[7s] AGENT: Hello.   (હલો)\n[9s] CUSTOMER: Yes?   (હા જી?)\n[10s] AGENT: Uh sir, I am calling from JSW One, Jindal Steel.   (અ સરજી JSW One થી વાત કરું છું, જીંદાલ સ્ટીલ.)\n[12s] CUSTOMER: Where, from Mumbai?   (ક્યાં મુંબઈ થી?)\n[13s] AGENT: I am calling from the Mumbai head office.   (મુંબઈ હેડ ઓફિસ થી વાત કરું છું.)\n[15s] CUSTOMER: Okay, yes, tell me.   (અચ્છા, હા બોલો.)\n[16s] AGENT: Uh sir, I had called you, do you have any requirement right now?   (અ સરજી મેં તમને કોલ કરેલો હતો, અત્યારે કઈ requirement છે?)\n[20s] CUSTOMER: I have a requirement, but it will be expensive for me from you. If you have it in Ahmedabad or...   (Requirement છે પણ તમારે મને હું આથી મોંઘો પડીએ. તમારે અહિયાં અમદાવાદ કે બનતો હોય ને)\n[23s] AGENT: My my stockyard is in Ahmedabad itself, sir.   (મારો મારો stockyard અમદાવાદ જ છે સાહેબ.)\n[24s] CUSTOMER: The thing is, I get it from AMNS every month, understand, 30-35 tons of material comes, just my plates.   (અમારે શું છે, મારા AMNS ની આવે જ છે દર મહિને સમજી લો ત્રીસ પાંત્રીસ ટન માલ આવે મારું ખાલી plate જ.)\n[29s] AGENT: Right.\n[30s] CUSTOMER: Understood?   (સમજ્યા?)\n[31s] CUSTOMER: We get 16 5, 15 5 comes, 16 5 comes, the plates that come.   (આપણે સોળ પાંચ ની, પંદર પાંચ ની આવે, સોળ પાંચ ની આવે, પ્લેટુ આવે ને જે.)\n[34s] AGENT: Right.\n[34s] CUSTOMER: In 1250.   (બારસો પચાસ માં.)\n[36s] AGENT: Understood.   (સમજાઈ ગયું.)\n[37s] CUSTOMER: A lot of material is consumed. I have spoken once before with your JSW people.   (માલ તો ઘણો ખપે છે, આપણે પેલા એક વાર વાત મારી થયેલી છે તમારા JSW વાળા થી.)\n[40s] AGENT: Aha.   (અહં.)\n[41s] CUSTOMER: That's why.   (એટલે.)\n[42s] CUSTOMER: Once, if possible, where is the depot in Ahmedabad? Can you send me the location? So I can visit.   (એક વાર એવો તો રૂબરૂ અમદાવાદ માં ક્યાં ડેપો છે? મને location મોકલાવજો ને? તો હું જઈ આવું.)\n[45s] AGENT: Kanbha, Kathwada, Vatva.   (કણભા, કઠવાડા, વટવા.)\n[47s] CUSTOMER: In Kath- Kathwada, right? Uh, WhatsApp this to me, I am going to Ahmedabad in two-four days itself. I was supposed to go two days ago but there was heavy rain there, so I didn't leave.   (કઠ કઠવાડા માં છે ને? આ મને મને WhatsApp કરજો, હું બે ચાર દિવસ માં જ અમદાવાદ જવાનું છે. હમણાં જવાનું તો બે દિવસ પહેલા હતો પણ ત્યાં વરસાદ વધારે હતો ત્યાં એટલે નથી નીકળ્યો.)\n[53s] AGENT: Yes, understood.   (હા, સમજાઈ ગયું.)\n[55s] CUSTOMER: Send me your location, once I visit the site in person, then whatever it is, we will start, okay?   (મને મોકલાવો ને તમારું location એક વાર રૂબરૂ સાઈડ માં થી જઈને પછી જે હશે એ આપણે ચાલુ કરશું, બરોબર?)\n[58s] AGENT: Done, done.\n[59s] CUSTOMER: Yes, yes, yes.   (હા, હા, હા.)\n[60s] AGENT: Okay.\n[61s] CUSTOMER: Yes.   (હા.)\n[63s] CUSTOMER: Okay, bye bye.",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 32,
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  "audio_notes": "clear: The agent's side has some background office noise, but it does not significantly hinder transcription.",
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  "call_summary": "The customer, a manufacturer using 30-35 MT of plates monthly from a competitor, expressed concern about price and delivery location. The agent confirmed a local stockyard in Ahmedabad but failed to validate the requirement or conduct any discovery. The call ended with the agent passively agreeing to send the stockyard location for the customer to visit, without securing a quote or a firm next step.",
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  "created_at": "2026-09-03 09:46:48",
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      "text_en": "Uh sir, I had called you, do you have any requirement right now?",
      "text_native": "અ સરજી મેં તમને કોલ કરેલો હતો, અત્યારે કઈ requirement છે?"
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      "text_en": "I have a requirement, but it will be expensive for me from you. If you have it in Ahmedabad or...",
      "text_native": "Requirement છે પણ તમારે મને હું આથી મોંઘો પડીએ. તમારે અહિયાં અમદાવાદ કે બનતો હોય ને"
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      "text_native": "મારો મારો stockyard અમદાવાદ જ છે સાહેબ."
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      "text_native": "Right."
    },
    {
      "ucid": "34972178538874080",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.5,
      "end_s": 30.0,
      "text_en": "Understood?",
      "text_native": "સમજ્યા?"
    },
    {
      "ucid": "34972178538874080",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.6,
      "end_s": 33.6,
      "text_en": "We get 16 5, 15 5 comes, 16 5 comes, the plates that come.",
      "text_native": "આપણે સોળ પાંચ ની, પંદર પાંચ ની આવે, સોળ પાંચ ની આવે, પ્લેટુ આવે ને જે."
    },
    {
      "ucid": "34972178538874080",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.6,
      "end_s": 34.0,
      "text_en": "Right.",
      "text_native": "Right."
    },
    {
      "ucid": "34972178538874080",
      "idx": 17,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 35.3,
      "text_en": "In 1250.",
      "text_native": "બારસો પચાસ માં."
    },
    {
      "ucid": "34972178538874080",
      "idx": 18,
      "speaker": "agent",
      "start_s": 35.6,
      "end_s": 36.4,
      "text_en": "Understood.",
      "text_native": "સમજાઈ ગયું."
    },
    {
      "ucid": "34972178538874080",
      "idx": 19,
      "speaker": "customer",
      "start_s": 37.0,
      "end_s": 40.3,
      "text_en": "A lot of material is consumed. I have spoken once before with your JSW people.",
      "text_native": "માલ તો ઘણો ખપે છે, આપણે પેલા એક વાર વાત મારી થયેલી છે તમારા JSW વાળા થી."
    },
    {
      "ucid": "34972178538874080",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.3,
      "end_s": 40.7,
      "text_en": "Aha.",
      "text_native": "અહં."
    },
    {
      "ucid": "34972178538874080",
      "idx": 21,
      "speaker": "customer",
      "start_s": 41.4,
      "end_s": 41.8,
      "text_en": "That's why.",
      "text_native": "એટલે."
    },
    {
      "ucid": "34972178538874080",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 44.9,
      "text_en": "Once, if possible, where is the depot in Ahmedabad? Can you send me the location? So I can visit.",
      "text_native": "એક વાર એવો તો રૂબરૂ અમદાવાદ માં ક્યાં ડેપો છે? મને location મોકલાવજો ને? તો હું જઈ આવું."
    },
    {
      "ucid": "34972178538874080",
      "idx": 23,
      "speaker": "agent",
      "start_s": 44.9,
      "end_s": 46.5,
      "text_en": "Kanbha, Kathwada, Vatva.",
      "text_native": "કણભા, કઠવાડા, વટવા."
    },
    {
      "ucid": "34972178538874080",
      "idx": 24,
      "speaker": "customer",
      "start_s": 46.9,
      "end_s": 52.8,
      "text_en": "In Kath- Kathwada, right? Uh, WhatsApp this to me, I am going to Ahmedabad in two-four days itself. I was supposed to go two days ago but there was heavy rain there, so I didn't leave.",
      "text_native": "કઠ કઠવાડા માં છે ને? આ મને મને WhatsApp કરજો, હું બે ચાર દિવસ માં જ અમદાવાદ જવાનું છે. હમણાં જવાનું તો બે દિવસ પહેલા હતો પણ ત્યાં વરસાદ વધારે હતો ત્યાં એટલે નથી નીકળ્યો."
    },
    {
      "ucid": "34972178538874080",
      "idx": 25,
      "speaker": "agent",
      "start_s": 52.8,
      "end_s": 53.6,
      "text_en": "Yes, understood.",
      "text_native": "હા, સમજાઈ ગયું."
    },
    {
      "ucid": "34972178538874080",
      "idx": 26,
      "speaker": "customer",
      "start_s": 54.6,
      "end_s": 58.0,
      "text_en": "Send me your location, once I visit the site in person, then whatever it is, we will start, okay?",
      "text_native": "મને મોકલાવો ને તમારું location એક વાર રૂબરૂ સાઈડ માં થી જઈને પછી જે હશે એ આપણે ચાલુ કરશું, બરોબર?"
    },
    {
      "ucid": "34972178538874080",
      "idx": 27,
      "speaker": "agent",
      "start_s": 58.2,
      "end_s": 59.1,
      "text_en": "Done, done.",
      "text_native": "Done, done."
    },
    {
      "ucid": "34972178538874080",
      "idx": 28,
      "speaker": "customer",
      "start_s": 59.3,
      "end_s": 60.2,
      "text_en": "Yes, yes, yes.",
      "text_native": "હા, હા, હા."
    },
    {
      "ucid": "34972178538874080",
      "idx": 29,
      "speaker": "agent",
      "start_s": 60.2,
      "end_s": 60.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "34972178538874080",
      "idx": 30,
      "speaker": "customer",
      "start_s": 61.4,
      "end_s": 61.6,
      "text_en": "Yes.",
      "text_native": "હા."
    },
    {
      "ucid": "34972178538874080",
      "idx": 31,
      "speaker": "customer",
      "start_s": 62.8,
      "end_s": 63.8,
      "text_en": "Okay, bye bye.",
      "text_native": "Okay, bye bye."
    }
  ],
  "steps": [
    {
      "ucid": "34972178538874080",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, I had called you, do you have any requirement right now?",
      "comment": "The agent did not acknowledge the customer's platform submission and instead opened the call as if it were a cold call or a simple follow-up."
    },
    {
      "ucid": "34972178538874080",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not attempt to revalidate any of the five required fields (product, spec, quantity, location, timeline). The customer volunteered some information, but the agent never proactively confirmed it."
    },
    {
      "ucid": "34972178538874080",
      "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 asked zero discovery questions. The customer volunteered their current brand and monthly tonnage, but the agent did not probe for end-use, JSW share, or payment terms."
    },
    {
      "ucid": "34972178538874080",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Done, done.",
      "comment": "The agent did not provide a price, commit to a timeline for a quote, or attempt to close. He passively agreed to the customer's request to send a location for a future visit."
    },
    {
      "ucid": "34972178538874080",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "My my stockyard is in Ahmedabad itself, sir.",
      "comment": "The agent did not re-pitch the portfolio, correctly focusing only on the customer's immediate location query."
    }
  ],
  "objections": [
    {
      "ucid": "34972178538874080",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "I have a requirement, but it will be expensive for me from you.",
      "response": "My my stockyard is in Ahmedabad itself, sir."
    },
    {
      "ucid": "34972178538874080",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Send me your location, once I visit the site in person, then whatever it is, we will start, okay?",
      "response": "Done, done."
    }
  ],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": [
    "price"
  ]
}