{
  "ucid": "34972178962589222",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:48:12",
  "end_time": "2026-09-17 11:51:24",
  "duration_sec": 192,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Send_Email",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA15f2b0cb9f00849209d7e67716697c31.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1627,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962589222__DIA15f2b0cb9f00849209d7e67716697c31.mp3",
  "audio_bytes": 521208,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 173.736,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हेलो)\n[2s] AGENT: Hello.   (हेलो)\n[3s] AGENT: Am I speaking with Arif Traders?   (आरिफ ट्रेडर्स में बात हो रहा है?)\n[5s] CUSTOMER: Yes.   (जी।)\n[5s] AGENT: Sir, this is Anukriti calling from JSW One.   (सर अनुकृति बात कर रही हूं जेएसडब्ल्यू वन से।)\n[7s] CUSTOMER: Yes, tell me.   (जी बोलिए ना।)\n[8s] AGENT: I wanted to know if you have any requirement, sir, in CR?   (कोई रिक्वायरमेंट है क्या जानना था सर सीआर में?)\n[11s] CUSTOMER: Ma'am, we do have requirements, but you quote such a rate that we get it in the local market for that same rate, ma'am, or for one or two rupees cheaper. And ma'am, the requirement is also such that   (मैम रिक्वायरमेंट तो रहती है लेकिन रेट ऐसा बता देते के लोकल मार्केट में उतने में मैम वही रेट में मिल जाता, उससे एक रुपया दो रुपया सस्ता मिल जाता है। और मैम रिक्वायरमेंट भी ऐसा)\n[16s] AGENT: JSW's only, sir?   (जेएसडब्ल्यू का ही सर?)\n[17s] CUSTOMER: Yes, we get JSW's material itself. And ma'am, I don't place a very large requirement, two hundred tons, two hundred and fifty tons. And for me, for five tons, six tons, in this market for five-six tons, I get it for two rupees cheaper than that.   (जी, जेएसडब्ल्यू का ही माल मिल जाता है और मैम वो रिक्वायरमेंट भी मैं ना ज्यादा डालता हूं दो सौ टन, ढाई सौ टन की। और मेरेको पांच टन, छह टन, ये मार्केट में पांच छह टन का मेरेको उससे दो रुपए सस्ता मिल जाता है।)\n[24s] AGENT: I understand, sir. Are you in trading, sir?   (समझ गई सर। ये आप सर ट्रेडिंग में हो क्या?)\n[26s] CUSTOMER: Yes, I am in trading, ma'am.   (जी, ट्रेडिंग में है ना मैम।)\n[28s] AGENT: Okay.   (ओके।)\n[28s] CUSTOMER: And then when you talk, they say dealer, dealer, the dealer gets this rate, gets it like this, gets it like that. And the dealer keeps his six rupees, seven rupees margin.   (और फिर बात करो तो बोलते है डीलर, डीलर, डीलर को ये रेट आता है, ऐसा आता है, वैसा आता है। और डीलर अपना छह छह रुपए, सात सात रुपए रखता है।)\n[34s] AGENT: Hmm.   (हम्म।)\n[35s] CUSTOMER: So how will we be able to do business, madam? We won't be able to work with JSW at all. Now, SAIL's material, madam, is so good. We are forced to go towards SAIL. We want to do business of two hundred and fifty, two hundred and fifty, three hundred, three hundred tons with JSW monthly.   (तो कहां से बिजनेस कर पाएंगे मैडम, काम ही नहीं कर पाएंगे ना फिर जेएसडब्ल्यू से। अब सेल का माल मैडम इतना अच्छा रहता है। हम मजबूरी में सेल के तरफ जाना पड़ता हमारे को। हम चाहते है की हम जेएसडब्ल्यू से ढाई सौ ढाई सौ, तीन सौ तीन सौ टन का काम करे मंथली।)\n[42s] AGENT: I understand, sir.   (समझ गई सर।)\n[43s] CUSTOMER: But you don't give the rate, ma'am.   (लेकिन रेट ही नहीं देते मैम।)\n[44s] AGENT: Now sir, how it is, if you need a daily hundred, one hundred and fifty tons, meaning for the month, then we can place a plant order. But the first two orders will have to be done through us, I mean, through JSW One, that's how it is.   (अभी सर ये कैसा है, अगर आपको डेली सौ, डेढ़ सौ टन, मतलब महीने का लगता है तो प्लांट ऑर्डर कर सकते है हम लोग। बट पहले के दो ऑर्डर्स फिर हम, मतलब जेएसडब्ल्यू वन से करना पड़ेगा, ऐसा है।)\n[51s] CUSTOMER: Ma'am, I have done it, I spoke to Chetan sir. And what's his name, someone from Nagpur, so he says to buy from Yogesh Enterprises. He says he is a dealer.   (मैम मैंने किया हूं, मैंने चेतन सर से बात किया। और क्या नाम है उनका, नागपुर के कोई है, तो वो बोलते है योगेश एंटरप्राइजेस से लो करके। वो डीलर है बोलते।)\n[57s] AGENT: Hmm.   (हम्म।)\n[57s] CUSTOMER: So if we have to buy from a dealer, why was JSW One created? I just don't understand, ma'am.   (तो जब डीलर से लेना है तो जेएसडब्ल्यू वन क्यों बनाया, मेरेको समझ में ही नहीं आता मैम।)\n[60s] AGENT: I understand, sir.   (समझ गई सर।)\n[61s] CUSTOMER: Now I have some personal issue with him, I don't want to work with him. Hmm. With Yogesh Enterprises. So they say no, buy from him only, from him only, from him only. Now, are they taking payment for JSW or for Yogesh Enterprises, I don't understand. Whose work are they doing?   (अब मेरा कुछ पर्सनल इशू है उसके साथ, मेरेको उससे काम नहीं करना है। हम्म। योगेश एंटरप्राइजेस से। तो बोलते है नहीं उन्हीं से लो, उन्हीं से लो, उन्हीं से लो। अब वो पेमेंट जेएसडब्ल्यू से ले रहे है या योगेश एंटरप्राइजेस से ले रहे है, ये समझ में नहीं आता। काम किसका कर रहे है वो।)\n[70s] AGENT: That's fine, sir. I will check and then tell you. What to do.   (चलेगा सर। मैं चेक करके बताती हूं फिर आपको। क्या करना है।)\n[73s] CUSTOMER: Direct plant, direct madam, get it done from the plant, from the JSW plant. I will give you the order, I'll give an order for two hundred and fifty tons, five hundred tons. But the rate should be reasonable, ma'am.   (डायरेक्ट प्लांट, डायरेक्ट मैडम प्लांट से कराइए, जेएसडब्ल्यू ना प्लांट से। मैं आपको देता हूं ऑर्डर, ढाई सौ टन का, पांच सौ टन का ऑर्डर देता हूं मैं। पर रेट रीज़नेबल रहने को हो ना मैम।)\n[78s] AGENT: I understand, sir.   (समझ गई सर।)\n[79s] AGENT: Right now, sir, do you have any requirement, sir? A live requirement?   (अभी सर कुछ रिक्वायरमेंट है सर? लाइव रिक्वायरमेंट?)\n[81s] CUSTOMER: First, confirm the rate and tell me, ma'am, I will give you the requirement immediately.   (पहले रेट कन्फर्म करके बताइए मैम, मैं तुरंत देता हूं रिक्वायरमेंट आपको।)\n[83s] AGENT: Hmm. Point, what's the thickness?   (हम्म। पॉइंट, थिकनेस कितना?)\n[85s] CUSTOMER: Point four zero, twelve fifty, CR, CR needed.   (पॉइंट फोर जीरो, ट्वेल्व फिफ्टी, सीआर, सीआर चाहिए।)\n[87s] AGENT: CR two?   (सीआर टू?)\n[88s] CUSTOMER: Yes, CR two. Soft material, bright.   (जी, सीआर टू। सॉफ्ट मटेरियल, ब्राइट।)\n[90s] AGENT: Okay sir. I will check and tell you.   (ठीक है सर। चेक करके बताती हूं मैं।)\n[92s] CUSTOMER: Need metal pack, ma'am.   (मेटल पैक चाहिए मैम।)\n[93s] AGENT: Okay, okay.   (ओके, ओके।)\n[94s] AGENT: Where is this delivery?   (ये डिलीवरी कहां पे है?)\n[96s] CUSTOMER: Nagpur, ma'am.   (नागपुर, मैम।)\n[97s] AGENT: Okay. Maharashtra.   (ओके। महाराष्ट्र।)\n[98s] AGENT: That's fine sir, okay.   (चलेगा सर, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 40,
  "connected": 1,
  "audio_notes": "clear: The audio quality is good, and both speakers are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "40 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer opens with a strong complaint, acknowledge it briefly but firmly pivot back to the script to regain control, for example: 'I understand your past frustration, sir. Let's see if we can find a better solution this time. To do that, may I ask...' This will prevent the customer from derailing the entire call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader from Nagpur, immediately voiced strong complaints about JSW One's pricing being uncompetitive and being forced to buy through a specific dealer. The agent was unable to control the conversation, skipping the opener, hook, and discovery. She did manage to capture a live requirement for CR coil but concluded with a vague promise to 'check and get back', failing to establish a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I wanted to know if you have any requirement, sir, in CR?\", \"comment\": \"Agent failed to ask for permission to speak before jumping into the purpose of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I wanted to know if you have any requirement, sir, in CR?\", \"comment\": \"Agent did not deliver a hook and instead opened with a direct question about requirements, ceding control of the call to the customer.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you in trading, sir?\", \"comment\": \"Agent only asked one discovery question to identify the customer's business type; all other information was volunteered by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent's main response was a process explanation about plant orders, not a value proposition.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right now, sir, do you have any requirement, sir? A live requirement?\", \"comment\": \"Agent successfully asked for a live requirement and captured key details like thickness, width, grade, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir. I will check and tell you.\", \"comment\": \"The agent ended with a vague promise to 'check and tell you' without committing to a specific action or timeline.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer opens with a strong complaint, acknowledge it briefly but firmly pivot back to the script to regain control, for example: 'I understand your past frustration, sir. Let's see if we can find a better solution this time. To do that, may I ask...' This will prevent the customer from derailing the entire call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Ma'am, we do have requirements, but you quote such a rate that we get it in the local market for that same rate, ma'am, or for one or two rupees cheaper.\", \"response\": \"Now sir, how it is, if you need a daily hundred, one hundred and fifty tons, meaning for the month, then we can place a plant order.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"So if we have to buy from a dealer, why was JSW One created? I just don't understand, ma'am.\", \"response\": \"That's fine, sir. I will check and then tell you. What to do.\"}], \"call_summary\": \"The customer, a trader from Nagpur, immediately voiced strong complaints about JSW One's pricing being uncompetitive and being forced to buy through a specific dealer. The agent was unable to control the conversation, skipping the opener, hook, and discovery. She did manage to capture a live requirement for CR coil but concluded with a vague promise to 'check and get back', failing to establish a concrete next step.\"}",
  "error": null,
  "latency_ms": 37463,
  "input_tokens": 4402,
  "output_tokens": 1026,
  "created_at": "2026-09-25 12:05:44",
  "sentiment": "negative",
  "sentiment_score": -0.692,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 7,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.317,
  "agent_talk_sec": 26.5,
  "customer_talk_sec": 57.0,
  "dead_air_sec": 108.5,
  "longest_monologue_sec": 6.1,
  "agent_wpm": 339.6,
  "interruptions": 0,
  "agent_turns": 22,
  "customer_turns": 18,
  "discovery_qs": 9,
  "words_agent": 150,
  "words_customer": 369,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178962589222",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.88,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "34972178962589222",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.67,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "34972178962589222",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 4.38,
      "text_en": "Am I speaking with Arif Traders?",
      "text_native": "आरिफ ट्रेडर्स में बात हो रहा है?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.73,
      "end_s": 5.06,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 7.08,
      "text_en": "Sir, this is Anukriti calling from JSW One.",
      "text_native": "सर अनुकृति बात कर रही हूं जेएसडब्ल्यू वन से।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.48,
      "end_s": 8.1,
      "text_en": "Yes, tell me.",
      "text_native": "जी बोलिए ना।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.4,
      "text_en": "I wanted to know if you have any requirement, sir, in CR?",
      "text_native": "कोई रिक्वायरमेंट है क्या जानना था सर सीआर में?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.69,
      "end_s": 16.1,
      "text_en": "Ma'am, we do have requirements, but you quote such a rate that we get it in the local market for that same rate, ma'am, or for one or two rupees cheaper. And ma'am, the requirement is also such that",
      "text_native": "मैम रिक्वायरमेंट तो रहती है लेकिन रेट ऐसा बता देते के लोकल मार्केट में उतने में मैम वही रेट में मिल जाता, उससे एक रुपया दो रुपया सस्ता मिल जाता है। और मैम रिक्वायरमेंट भी ऐसा"
    },
    {
      "ucid": "34972178962589222",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.1,
      "end_s": 16.88,
      "text_en": "JSW's only, sir?",
      "text_native": "जेएसडब्ल्यू का ही सर?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 23.5,
      "text_en": "Yes, we get JSW's material itself. And ma'am, I don't place a very large requirement, two hundred tons, two hundred and fifty tons. And for me, for five tons, six tons, in this market for five-six tons, I get it for two rupees cheaper than that.",
      "text_native": "जी, जेएसडब्ल्यू का ही माल मिल जाता है और मैम वो रिक्वायरमेंट भी मैं ना ज्यादा डालता हूं दो सौ टन, ढाई सौ टन की। और मेरेको पांच टन, छह टन, ये मार्केट में पांच छह टन का मेरेको उससे दो रुपए सस्ता मिल जाता है।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 25.7,
      "text_en": "I understand, sir. Are you in trading, sir?",
      "text_native": "समझ गई सर। ये आप सर ट्रेडिंग में हो क्या?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 27.1,
      "text_en": "Yes, I am in trading, ma'am.",
      "text_native": "जी, ट्रेडिंग में है ना मैम।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 28.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 33.6,
      "text_en": "And then when you talk, they say dealer, dealer, the dealer gets this rate, gets it like this, gets it like that. And the dealer keeps his six rupees, seven rupees margin.",
      "text_native": "और फिर बात करो तो बोलते है डीलर, डीलर, डीलर को ये रेट आता है, ऐसा आता है, वैसा आता है। और डीलर अपना छह छह रुपए, सात सात रुपए रखता है।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.9,
      "end_s": 34.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.8,
      "end_s": 42.0,
      "text_en": "So how will we be able to do business, madam? We won't be able to work with JSW at all. Now, SAIL's material, madam, is so good. We are forced to go towards SAIL. We want to do business of two hundred and fifty, two hundred and fifty, three hundred, three hundred tons with JSW monthly.",
      "text_native": "तो कहां से बिजनेस कर पाएंगे मैडम, काम ही नहीं कर पाएंगे ना फिर जेएसडब्ल्यू से। अब सेल का माल मैडम इतना अच्छा रहता है। हम मजबूरी में सेल के तरफ जाना पड़ता हमारे को। हम चाहते है की हम जेएसडब्ल्यू से ढाई सौ ढाई सौ, तीन सौ तीन सौ टन का काम करे मंथली।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 16,
      "speaker": "agent",
      "start_s": 42.3,
      "end_s": 42.9,
      "text_en": "I understand, sir.",
      "text_native": "समझ गई सर।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 17,
      "speaker": "customer",
      "start_s": 43.2,
      "end_s": 44.2,
      "text_en": "But you don't give the rate, ma'am.",
      "text_native": "लेकिन रेट ही नहीं देते मैम।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 18,
      "speaker": "agent",
      "start_s": 44.5,
      "end_s": 50.6,
      "text_en": "Now sir, how it is, if you need a daily hundred, one hundred and fifty tons, meaning for the month, then we can place a plant order. But the first two orders will have to be done through us, I mean, through JSW One, that's how it is.",
      "text_native": "अभी सर ये कैसा है, अगर आपको डेली सौ, डेढ़ सौ टन, मतलब महीने का लगता है तो प्लांट ऑर्डर कर सकते है हम लोग। बट पहले के दो ऑर्डर्स फिर हम, मतलब जेएसडब्ल्यू वन से करना पड़ेगा, ऐसा है।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 19,
      "speaker": "customer",
      "start_s": 51.4,
      "end_s": 56.4,
      "text_en": "Ma'am, I have done it, I spoke to Chetan sir. And what's his name, someone from Nagpur, so he says to buy from Yogesh Enterprises. He says he is a dealer.",
      "text_native": "मैम मैंने किया हूं, मैंने चेतन सर से बात किया। और क्या नाम है उनका, नागपुर के कोई है, तो वो बोलते है योगेश एंटरप्राइजेस से लो करके। वो डीलर है बोलते।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 20,
      "speaker": "agent",
      "start_s": 56.6,
      "end_s": 56.9,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 21,
      "speaker": "customer",
      "start_s": 57.4,
      "end_s": 59.9,
      "text_en": "So if we have to buy from a dealer, why was JSW One created? I just don't understand, ma'am.",
      "text_native": "तो जब डीलर से लेना है तो जेएसडब्ल्यू वन क्यों बनाया, मेरेको समझ में ही नहीं आता मैम।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 22,
      "speaker": "agent",
      "start_s": 60.3,
      "end_s": 60.9,
      "text_en": "I understand, sir.",
      "text_native": "समझ गई सर।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 23,
      "speaker": "customer",
      "start_s": 61.2,
      "end_s": 69.9,
      "text_en": "Now I have some personal issue with him, I don't want to work with him. Hmm. With Yogesh Enterprises. So they say no, buy from him only, from him only, from him only. Now, are they taking payment for JSW or for Yogesh Enterprises, I don't understand. Whose work are they doing?",
      "text_native": "अब मेरा कुछ पर्सनल इशू है उसके साथ, मेरेको उससे काम नहीं करना है। हम्म। योगेश एंटरप्राइजेस से। तो बोलते है नहीं उन्हीं से लो, उन्हीं से लो, उन्हीं से लो। अब वो पेमेंट जेएसडब्ल्यू से ले रहे है या योगेश एंटरप्राइजेस से ले रहे है, ये समझ में नहीं आता। काम किसका कर रहे है वो।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 24,
      "speaker": "agent",
      "start_s": 70.5,
      "end_s": 72.4,
      "text_en": "That's fine, sir. I will check and then tell you. What to do.",
      "text_native": "चलेगा सर। मैं चेक करके बताती हूं फिर आपको। क्या करना है।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 25,
      "speaker": "customer",
      "start_s": 72.6,
      "end_s": 77.4,
      "text_en": "Direct plant, direct madam, get it done from the plant, from the JSW plant. I will give you the order, I'll give an order for two hundred and fifty tons, five hundred tons. But the rate should be reasonable, ma'am.",
      "text_native": "डायरेक्ट प्लांट, डायरेक्ट मैडम प्लांट से कराइए, जेएसडब्ल्यू ना प्लांट से। मैं आपको देता हूं ऑर्डर, ढाई सौ टन का, पांच सौ टन का ऑर्डर देता हूं मैं। पर रेट रीज़नेबल रहने को हो ना मैम।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 26,
      "speaker": "agent",
      "start_s": 77.7,
      "end_s": 78.3,
      "text_en": "I understand, sir.",
      "text_native": "समझ गई सर।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 27,
      "speaker": "agent",
      "start_s": 79.1,
      "end_s": 80.7,
      "text_en": "Right now, sir, do you have any requirement, sir? A live requirement?",
      "text_native": "अभी सर कुछ रिक्वायरमेंट है सर? लाइव रिक्वायरमेंट?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 28,
      "speaker": "customer",
      "start_s": 80.7,
      "end_s": 83.1,
      "text_en": "First, confirm the rate and tell me, ma'am, I will give you the requirement immediately.",
      "text_native": "पहले रेट कन्फर्म करके बताइए मैम, मैं तुरंत देता हूं रिक्वायरमेंट आपको।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 29,
      "speaker": "agent",
      "start_s": 83.4,
      "end_s": 84.5,
      "text_en": "Hmm. Point, what's the thickness?",
      "text_native": "हम्म। पॉइंट, थिकनेस कितना?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 30,
      "speaker": "customer",
      "start_s": 84.8,
      "end_s": 86.8,
      "text_en": "Point four zero, twelve fifty, CR, CR needed.",
      "text_native": "पॉइंट फोर जीरो, ट्वेल्व फिफ्टी, सीआर, सीआर चाहिए।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 31,
      "speaker": "agent",
      "start_s": 87.3,
      "end_s": 87.8,
      "text_en": "CR two?",
      "text_native": "सीआर टू?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 32,
      "speaker": "customer",
      "start_s": 88.1,
      "end_s": 89.8,
      "text_en": "Yes, CR two. Soft material, bright.",
      "text_native": "जी, सीआर टू। सॉफ्ट मटेरियल, ब्राइट।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 33,
      "speaker": "agent",
      "start_s": 90.3,
      "end_s": 91.6,
      "text_en": "Okay sir. I will check and tell you.",
      "text_native": "ठीक है सर। चेक करके बताती हूं मैं।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 34,
      "speaker": "customer",
      "start_s": 91.7,
      "end_s": 92.7,
      "text_en": "Need metal pack, ma'am.",
      "text_native": "मेटल पैक चाहिए मैम।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 35,
      "speaker": "agent",
      "start_s": 93.0,
      "end_s": 93.6,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 36,
      "speaker": "agent",
      "start_s": 94.4,
      "end_s": 95.4,
      "text_en": "Where is this delivery?",
      "text_native": "ये डिलीवरी कहां पे है?"
    },
    {
      "ucid": "34972178962589222",
      "idx": 37,
      "speaker": "customer",
      "start_s": 95.9,
      "end_s": 96.8,
      "text_en": "Nagpur, ma'am.",
      "text_native": "नागपुर, मैम।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 38,
      "speaker": "agent",
      "start_s": 97.1,
      "end_s": 97.8,
      "text_en": "Okay. Maharashtra.",
      "text_native": "ओके। महाराष्ट्र।"
    },
    {
      "ucid": "34972178962589222",
      "idx": 39,
      "speaker": "agent",
      "start_s": 98.3,
      "end_s": 99.0,
      "text_en": "That's fine sir, okay.",
      "text_native": "चलेगा सर, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178962589222",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I wanted to know if you have any requirement, sir, in CR?",
      "comment": "Agent failed to ask for permission to speak before jumping into the purpose of the call."
    },
    {
      "ucid": "34972178962589222",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I wanted to know if you have any requirement, sir, in CR?",
      "comment": "Agent did not deliver a hook and instead opened with a direct question about requirements, ceding control of the call to the customer."
    },
    {
      "ucid": "34972178962589222",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Are you in trading, sir?",
      "comment": "Agent only asked one discovery question to identify the customer's business type; all other information was volunteered by the customer."
    },
    {
      "ucid": "34972178962589222",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched; the agent's main response was a process explanation about plant orders, not a value proposition."
    },
    {
      "ucid": "34972178962589222",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Right now, sir, do you have any requirement, sir? A live requirement?",
      "comment": "Agent successfully asked for a live requirement and captured key details like thickness, width, grade, and location."
    },
    {
      "ucid": "34972178962589222",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir. I will check and tell you.",
      "comment": "The agent ended with a vague promise to 'check and tell you' without committing to a specific action or timeline."
    }
  ],
  "objections": [
    {
      "ucid": "34972178962589222",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "So if we have to buy from a dealer, why was JSW One created? I just don't understand, ma'am.",
      "response": "That's fine, sir. I will check and then tell you. What to do."
    },
    {
      "ucid": "34972178962589222",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Ma'am, we do have requirements, but you quote such a rate that we get it in the local market for that same rate, ma'am, or for one or two rupees cheaper.",
      "response": "Now sir, how it is, if you need a daily hundred, one hundred and fifty tons, meaning for the month, then we can place a plant order."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}