{
  "ucid": "34972178964137451",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 16:06:14",
  "end_time": "2026-09-17 16:10:51",
  "duration_sec": 277,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1afc6d4a990ed5aa37a0a60832149eb0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1515,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964137451__DIA1afc6d4a990ed5aa37a0a60832149eb0.mp3",
  "audio_bytes": 722520,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 240.84,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello, am I speaking with Karni Roofing?   (Hello, ये Karni Roofing से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[6s] CUSTOMER: Hello, brother.   (नमस्ते भैया।)\n[7s] AGENT: Sir, we haven't received a requirement from you for steel in a long time. Do you have any order now?   (सर जी, अभी काफी टाइम से requirement नहीं आया था आपका steel में। कुछ है अभी order करें?)\n[11s] CUSTOMER: There is an order, we'll place it at the right time.   (Order है तो सही, उसे लगाते टाइम पे।)\n[13s] CUSTOMER: Do you have your own depot in Jaipur?   (अपना डिपो है क्या जयपुर में?)\n[15s] AGENT: What, sir?   (क्या सर?)\n[16s] CUSTOMER: In Jaipur, do you have your own JSW One depot?   (जयपुर में आपका अपना JSW One का डिपो है क्या?)\n[18s] AGENT: In Jaipur, we have many distributors.   (जयपुर में हमारे distributors बहुत हैं।)\n[20s] CUSTOMER: Like Natraj, and those ones?   (नटराज हो गए, वो हो गए क्या?)\n[22s] AGENT: Hmm, there are distributors, and they also have the material.   (हम्म, distributors हैं, उन्हीं के पास material रहता भी है।)\n[24s] CUSTOMER: Yes, we do procure from them.   (हां, उनसे तो उठाते ही हैं हम।)\n[26s] AGENT: No, he is our authorized distributor who takes from us. Then we tell him that if it's a small quantity, to give it, right there in Jaipur nearby. If you need material, I can get it delivered from Jaipur at a good rate.   (नहीं, हमारा authorized distributor है वो जो हमसे लेता है। वो फिर हम उसको बोल देते हैं कि अगर छोटी quantity है तो दे दे, वहीं जयपुर में आस पास। अगर आपको चाहिए material तो जयपुर से दिलवा सकता हूं मैं, अच्छे रेट में।)\n[34s] CUSTOMER: Okay. So what will be the price of JSW today, for both?   (अच्छा। तो आज क्या भाव होगा JSW का, दोनों?)\n[36s] AGENT: For what?   (किसका?)\n[37s] CUSTOMER: Indradhanush and Pragati Plus.   (Indradhanush और Pragati Plus.)\n[39s] AGENT: Uh, one second. Indradhanush and Pragati Plus.   (अह, एक सेकंड। Indradhanush और Pragati Plus.)\n[42s] AGENT: I'll have to check today's price, sir. Do you want to close it today itself, or did you just want to know the price?   (चेक करना पड़ेगा सर आज का भाव तो। अभी आपको आज ही close करना है कि फिर मतलब ऐसे ही भाव जानना था?)\n[45s] CUSTOMER: What, what, again?   (क्या क्या, वापस?)\n[46s] AGENT: I was saying, do you want to close it today itself, in a day or two, or did you just want to know the price?   (मैं कह रहा था कि अभी आज ही close करना है, आज कल में, या फिर ऐसे ही भाव जानना था?)\n[49s] CUSTOMER: We'll close it in a day or two.   (आज कल में ही कर देंगे close.)\n[50s] CUSTOMER: What's the point of the price now, the prices are daily now.   (भाव तो अभी क्या, अभी तो daily के भाव होते हैं।)\n[52s] AGENT: The prices are changing daily, sir.   (Daily के भाव बदल रहे हैं सर।)\n[54s] CUSTOMER: Yes, that's what I'm saying, the prices are changing daily now, so what will I do by knowing the price? I will close it in a day or two.   (हां, वही तो कह रहा हूं, अभी तो daily के भाव बदल रहे हैं, तो भाव जान के क्या करूंगा? आज कल में ही close करूंगा।)\n[57s] CUSTOMER: I'll take it in a day or two when it gets cheaper.   (सस्ते होने पे ले लूंगा एक दो दिन में।)\n[59s] AGENT: I'll see what the rate is in Rajasthan, sir. In Rajasthan, look, Pragati was 95700 yesterday.   (मैं देखता हूं सर राजस्थान में क्या चल रहा है। राजस्थान में देखो Pragati तो 95700 था कल का।)\n[63s] CUSTOMER: Hmm.   (हम्म।)\n[64s] AGENT: Right?   (है ना?)\n[65s] CUSTOMER: Okay.   (अच्छा।)\n[66s] AGENT: Yesterday's was 95700. Let me check Indradhanush.   (कल का 95700 था। Indradhanush check कर लेता हूं।)\n[70s] AGENT: For Indradhanush, I don't have yesterday's rate, I have a week-old rate. There's no point in giving that because it's not valid now.   (Indradhanush का मेरे पास मतलब कल का रेट नहीं है, एक हफ्ते पुराना रेट है। वो देने का कोई फायदा नहीं है क्योंकि अब valid नहीं है।)\n[73s] CUSTOMER: What rate are you quoting for Indradhanush?   (Indradhanush का क्या रेट बता रहे हो?)\n[74s] AGENT: It's a week-old rate, I don't have the current rate.   (एक हफ्ते पुराना रेट है, अभी का रेट नहीं है मेरे पास।)\n[76s] CUSTOMER: What?   (क्या?)\n[77s] AGENT: 83600.\n[78s] CUSTOMER: 83-84?\n[79s] AGENT: Between 83-84.   (83-84 के बीच में।)\n[80s] CUSTOMER: No, give me today's rate.   (नहीं, आज का रेट दो ना मुझे।)\n[82s] CUSTOMER: The rate will be considered as of today only.   (रेट तो आज का ही मान जाएगा।)\n[83s] AGENT: Okay, do you want to close it today?   (अच्छा, आज ही close करना है क्या?)\n[85s] CUSTOMER: Give me today's rate. I will do it today itself.   (आज का रेट दे दो। मैं आज ही में कर दूंगा इसका।)\n[87s] AGENT: Then you send me the complete requirement once.   (तो आप एक बार requirement भेज दो मेरे को complete.)\n[89s] CUSTOMER: And tell me one thing, for this, like in these, what is the 'with time' thing? Like with Natraj and others, we have credit 'with time'. There is a 10-day credit.   (और एक चीज बताओ, अपने इसका जैसे इनमें with time वो क्या रहता है? जैसे नटराज वगैरह, बाकियों से तो क्या with time हमारा credit रहता है। 10 days का credit रहता है।)\n[94s] AGENT: It's 100% advance.   (100% advance रहता है।)\n[96s] CUSTOMER: Against PI?\n[97s] AGENT: Against PI, proforma invoice.\n[98s] CUSTOMER: Yes, I understood that. Is that always the case or only for the first few billings?   (हां, वो मैं समझ गया। वो हमेशा रहता है या starting के कुछ billings में रहता है?)\n[101s] AGENT: It's for the first few billings.   (Starting के कुछ billings में रहता है।)\n[103s] CUSTOMER: Then?   (फिर?)\n[103s] AGENT: Then credit is offered.   (फिर credit offer हो जाता है।)\n[105s] CUSTOMER: For how many days?   (कितने दिन का?)\n[106s] AGENT: It will depend on your turnover, right? Generally, it's for 30 to 60 days.   (Depend करेगा ना आपके turnover पे। Generally 30 से 60 दिन का रहता है।)\n[109s] CUSTOMER: Okay, no problem. You tell me then.   (ठीक है, कोई दिक्कत नहीं। आप बताइए मुझे, फिर तो।)\n[111s] CUSTOMER: You... Indradhanush... Indradhanush grey color, you write it down.   (आप Indradhanush... Indradhanush grey colour, आप लिखिए।)\n[113s] CUSTOMER: On what should I send it? I can see your WhatsApp number, mine is hidden.   (किसपे भेजूं तो? आप मुझे WhatsApp नंबर दिखे, मेरे hide है।)\n[115s] AGENT: On my number... do you have the number?   (आप मेरे नंबर पे... आपके पास नंबर है?)\n[116s] AGENT: I'll card... this is the number.   (मैं card... यही तो है नंबर।)\n[118s] CUSTOMER: Hmm hmm, okay. You have it. You send it.   (हम्म हम्म, ठीक है। आप आपके पास है। आप भेज दो।)\n[119s] AGENT: Ending in 344, this is the number, right?   (Last में 344, यही वाला तो नंबर है?)\n[121s] CUSTOMER: Absolutely, absolutely, absolutely. You send a 'Hi'.   (बिलकुल, बिलकुल, बिलकुल। आप 'Hi' लिख के भेजो।)\n[122s] AGENT: And where is the delivery... do you need the delivery pincode? 34601?   (और delivery कहां पे हो... delivery pincode चाहिए? 34601?)\n[125s] CUSTOMER: Absolutely.   (बिलकुल।)\n[126s] AGENT: Okay, you send me the requirement, I'll tell you.   (ठीक है, आप मेरे को requirement भेज दो, मैं बताता हूं।)\n[128s] CUSTOMER: Yes, you send a 'Hi', I'll see.   (हां, आप 'Hi' लिख के भेजो, मैं देखता हूं।)\n[129s] AGENT: Okay, okay. Okay.   (ठीक है, ठीक है। Okay.)\n[131s] CUSTOMER: [phone noise]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 67,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant from the mic at times, but still audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "67 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You must follow the pitch structure. You skipped discovery entirely, which meant you had no information to build a relevant pitch and had to react to the customer's questions instead of leading the conversation.",
  "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 agent re-engaged a customer to solicit new orders. The customer confirmed an upcoming requirement for JSW coated products (Indradhanush, Pragati Plus) and inquired about pricing and credit terms. The agent failed to conduct discovery but handled the credit policy question correctly and established a next step for the customer to send their full requirement via WhatsApp for a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening with 'Do you have any order now?' which is not a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the six required discovery questions; the entire discovery phase was skipped.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not proactively pitch any USPs; the conversation was a reactive Q&A about price and credit.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Then you send me the complete requirement once.\", \"comment\": \"Agent failed to capture the full requirement (thickness, width, qty) on the call, instead asking the customer to send it later.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, you send me the requirement, I'll tell you.\", \"comment\": \"Agent and customer agreed on a clear next step: customer to send requirement on WhatsApp for a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure. You skipped discovery entirely, which meant you had no information to build a relevant pitch and had to react to the customer's questions instead of leading the conversation.\", \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"Like with Natraj and others, we have credit 'with time'. There is a 10-day credit.\", \"response\": \"It's 100% advance. ... It's for the first few billings. ... Then credit is offered.\"}], \"call_summary\": \"The agent re-engaged a customer to solicit new orders. The customer confirmed an upcoming requirement for JSW coated products (Indradhanush, Pragati Plus) and inquired about pricing and credit terms. The agent failed to conduct discovery but handled the credit policy question correctly and established a next step for the customer to send their full requirement via WhatsApp for a quote.\"}",
  "error": null,
  "latency_ms": 37156,
  "input_tokens": 4960,
  "output_tokens": 833,
  "created_at": "2026-09-25 12:01:14",
  "sentiment": "positive",
  "sentiment_score": 0.321,
  "sentiment_confidence": "high",
  "pos": 31,
  "neg": 9,
  "lex_hits": 23,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.556,
  "agent_talk_sec": 61.0,
  "customer_talk_sec": 48.8,
  "dead_air_sec": 167.2,
  "longest_monologue_sec": 7.2,
  "agent_wpm": 309.8,
  "interruptions": 0,
  "agent_turns": 32,
  "customer_turns": 35,
  "discovery_qs": 13,
  "words_agent": 315,
  "words_customer": 271,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178964137451",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.47,
      "end_s": 3.3,
      "text_en": "Hello, am I speaking with Karni Roofing?",
      "text_native": "Hello, ये Karni Roofing से बात कर रहे हैं?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 3.99,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.16,
      "end_s": 5.88,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.16,
      "end_s": 6.8,
      "text_en": "Hello, brother.",
      "text_native": "नमस्ते भैया।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.1,
      "end_s": 10.8,
      "text_en": "Sir, we haven't received a requirement from you for steel in a long time. Do you have any order now?",
      "text_native": "सर जी, अभी काफी टाइम से requirement नहीं आया था आपका steel में। कुछ है अभी order करें?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 13.2,
      "text_en": "There is an order, we'll place it at the right time.",
      "text_native": "Order है तो सही, उसे लगाते टाइम पे।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 14.48,
      "text_en": "Do you have your own depot in Jaipur?",
      "text_native": "अपना डिपो है क्या जयपुर में?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.9,
      "end_s": 15.3,
      "text_en": "What, sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 17.8,
      "text_en": "In Jaipur, do you have your own JSW One depot?",
      "text_native": "जयपुर में आपका अपना JSW One का डिपो है क्या?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 19.9,
      "text_en": "In Jaipur, we have many distributors.",
      "text_native": "जयपुर में हमारे distributors बहुत हैं।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 21.5,
      "text_en": "Like Natraj, and those ones?",
      "text_native": "नटराज हो गए, वो हो गए क्या?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.9,
      "end_s": 24.1,
      "text_en": "Hmm, there are distributors, and they also have the material.",
      "text_native": "हम्म, distributors हैं, उन्हीं के पास material रहता भी है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 25.7,
      "text_en": "Yes, we do procure from them.",
      "text_native": "हां, उनसे तो उठाते ही हैं हम।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 33.4,
      "text_en": "No, he is our authorized distributor who takes from us. Then we tell him that if it's a small quantity, to give it, right there in Jaipur nearby. If you need material, I can get it delivered from Jaipur at a good rate.",
      "text_native": "नहीं, हमारा authorized distributor है वो जो हमसे लेता है। वो फिर हम उसको बोल देते हैं कि अगर छोटी quantity है तो दे दे, वहीं जयपुर में आस पास। अगर आपको चाहिए material तो जयपुर से दिलवा सकता हूं मैं, अच्छे रेट में।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 14,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 36.0,
      "text_en": "Okay. So what will be the price of JSW today, for both?",
      "text_native": "अच्छा। तो आज क्या भाव होगा JSW का, दोनों?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.3,
      "end_s": 36.7,
      "text_en": "For what?",
      "text_native": "किसका?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.9,
      "end_s": 38.2,
      "text_en": "Indradhanush and Pragati Plus.",
      "text_native": "Indradhanush और Pragati Plus."
    },
    {
      "ucid": "34972178964137451",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.6,
      "end_s": 40.5,
      "text_en": "Uh, one second. Indradhanush and Pragati Plus.",
      "text_native": "अह, एक सेकंड। Indradhanush और Pragati Plus."
    },
    {
      "ucid": "34972178964137451",
      "idx": 18,
      "speaker": "agent",
      "start_s": 41.6,
      "end_s": 44.8,
      "text_en": "I'll have to check today's price, sir. Do you want to close it today itself, or did you just want to know the price?",
      "text_native": "चेक करना पड़ेगा सर आज का भाव तो। अभी आपको आज ही close करना है कि फिर मतलब ऐसे ही भाव जानना था?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 19,
      "speaker": "customer",
      "start_s": 44.9,
      "end_s": 45.6,
      "text_en": "What, what, again?",
      "text_native": "क्या क्या, वापस?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 20,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 48.8,
      "text_en": "I was saying, do you want to close it today itself, in a day or two, or did you just want to know the price?",
      "text_native": "मैं कह रहा था कि अभी आज ही close करना है, आज कल में, या फिर ऐसे ही भाव जानना था?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 21,
      "speaker": "customer",
      "start_s": 48.8,
      "end_s": 50.1,
      "text_en": "We'll close it in a day or two.",
      "text_native": "आज कल में ही कर देंगे close."
    },
    {
      "ucid": "34972178964137451",
      "idx": 22,
      "speaker": "customer",
      "start_s": 50.3,
      "end_s": 51.9,
      "text_en": "What's the point of the price now, the prices are daily now.",
      "text_native": "भाव तो अभी क्या, अभी तो daily के भाव होते हैं।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 23,
      "speaker": "agent",
      "start_s": 52.2,
      "end_s": 53.3,
      "text_en": "The prices are changing daily, sir.",
      "text_native": "Daily के भाव बदल रहे हैं सर।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 24,
      "speaker": "customer",
      "start_s": 53.5,
      "end_s": 56.6,
      "text_en": "Yes, that's what I'm saying, the prices are changing daily now, so what will I do by knowing the price? I will close it in a day or two.",
      "text_native": "हां, वही तो कह रहा हूं, अभी तो daily के भाव बदल रहे हैं, तो भाव जान के क्या करूंगा? आज कल में ही close करूंगा।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 25,
      "speaker": "customer",
      "start_s": 57.1,
      "end_s": 58.5,
      "text_en": "I'll take it in a day or two when it gets cheaper.",
      "text_native": "सस्ते होने पे ले लूंगा एक दो दिन में।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 26,
      "speaker": "agent",
      "start_s": 58.8,
      "end_s": 62.8,
      "text_en": "I'll see what the rate is in Rajasthan, sir. In Rajasthan, look, Pragati was 95700 yesterday.",
      "text_native": "मैं देखता हूं सर राजस्थान में क्या चल रहा है। राजस्थान में देखो Pragati तो 95700 था कल का।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 27,
      "speaker": "customer",
      "start_s": 63.2,
      "end_s": 63.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 28,
      "speaker": "agent",
      "start_s": 64.4,
      "end_s": 64.7,
      "text_en": "Right?",
      "text_native": "है ना?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 29,
      "speaker": "customer",
      "start_s": 65.1,
      "end_s": 65.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 30,
      "speaker": "agent",
      "start_s": 65.8,
      "end_s": 68.3,
      "text_en": "Yesterday's was 95700. Let me check Indradhanush.",
      "text_native": "कल का 95700 था। Indradhanush check कर लेता हूं।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 31,
      "speaker": "agent",
      "start_s": 69.6,
      "end_s": 73.1,
      "text_en": "For Indradhanush, I don't have yesterday's rate, I have a week-old rate. There's no point in giving that because it's not valid now.",
      "text_native": "Indradhanush का मेरे पास मतलब कल का रेट नहीं है, एक हफ्ते पुराना रेट है। वो देने का कोई फायदा नहीं है क्योंकि अब valid नहीं है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 32,
      "speaker": "customer",
      "start_s": 73.1,
      "end_s": 74.3,
      "text_en": "What rate are you quoting for Indradhanush?",
      "text_native": "Indradhanush का क्या रेट बता रहे हो?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 33,
      "speaker": "agent",
      "start_s": 74.5,
      "end_s": 76.1,
      "text_en": "It's a week-old rate, I don't have the current rate.",
      "text_native": "एक हफ्ते पुराना रेट है, अभी का रेट नहीं है मेरे पास।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 34,
      "speaker": "customer",
      "start_s": 76.3,
      "end_s": 76.6,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 35,
      "speaker": "agent",
      "start_s": 76.9,
      "end_s": 77.8,
      "text_en": "83600.",
      "text_native": "83600."
    },
    {
      "ucid": "34972178964137451",
      "idx": 36,
      "speaker": "customer",
      "start_s": 78.1,
      "end_s": 78.9,
      "text_en": "83-84?",
      "text_native": "83-84?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 37,
      "speaker": "agent",
      "start_s": 79.1,
      "end_s": 80.1,
      "text_en": "Between 83-84.",
      "text_native": "83-84 के बीच में।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 38,
      "speaker": "customer",
      "start_s": 80.1,
      "end_s": 81.4,
      "text_en": "No, give me today's rate.",
      "text_native": "नहीं, आज का रेट दो ना मुझे।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 39,
      "speaker": "customer",
      "start_s": 81.8,
      "end_s": 82.9,
      "text_en": "The rate will be considered as of today only.",
      "text_native": "रेट तो आज का ही मान जाएगा।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 40,
      "speaker": "agent",
      "start_s": 83.4,
      "end_s": 84.3,
      "text_en": "Okay, do you want to close it today?",
      "text_native": "अच्छा, आज ही close करना है क्या?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 41,
      "speaker": "customer",
      "start_s": 84.8,
      "end_s": 86.6,
      "text_en": "Give me today's rate. I will do it today itself.",
      "text_native": "आज का रेट दे दो। मैं आज ही में कर दूंगा इसका।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 42,
      "speaker": "agent",
      "start_s": 86.9,
      "end_s": 88.6,
      "text_en": "Then you send me the complete requirement once.",
      "text_native": "तो आप एक बार requirement भेज दो मेरे को complete."
    },
    {
      "ucid": "34972178964137451",
      "idx": 43,
      "speaker": "customer",
      "start_s": 88.8,
      "end_s": 93.8,
      "text_en": "And tell me one thing, for this, like in these, what is the 'with time' thing? Like with Natraj and others, we have credit 'with time'. There is a 10-day credit.",
      "text_native": "और एक चीज बताओ, अपने इसका जैसे इनमें with time वो क्या रहता है? जैसे नटराज वगैरह, बाकियों से तो क्या with time हमारा credit रहता है। 10 days का credit रहता है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 44,
      "speaker": "agent",
      "start_s": 93.8,
      "end_s": 94.9,
      "text_en": "It's 100% advance.",
      "text_native": "100% advance रहता है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 45,
      "speaker": "customer",
      "start_s": 95.6,
      "end_s": 96.2,
      "text_en": "Against PI?",
      "text_native": "Against PI?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 46,
      "speaker": "agent",
      "start_s": 96.6,
      "end_s": 98.1,
      "text_en": "Against PI, proforma invoice.",
      "text_native": "Against PI, proforma invoice."
    },
    {
      "ucid": "34972178964137451",
      "idx": 47,
      "speaker": "customer",
      "start_s": 98.2,
      "end_s": 100.8,
      "text_en": "Yes, I understood that. Is that always the case or only for the first few billings?",
      "text_native": "हां, वो मैं समझ गया। वो हमेशा रहता है या starting के कुछ billings में रहता है?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 48,
      "speaker": "agent",
      "start_s": 100.9,
      "end_s": 102.3,
      "text_en": "It's for the first few billings.",
      "text_native": "Starting के कुछ billings में रहता है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 49,
      "speaker": "customer",
      "start_s": 102.6,
      "end_s": 102.9,
      "text_en": "Then?",
      "text_native": "फिर?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 50,
      "speaker": "agent",
      "start_s": 103.2,
      "end_s": 104.3,
      "text_en": "Then credit is offered.",
      "text_native": "फिर credit offer हो जाता है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 51,
      "speaker": "customer",
      "start_s": 104.6,
      "end_s": 105.2,
      "text_en": "For how many days?",
      "text_native": "कितने दिन का?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 52,
      "speaker": "agent",
      "start_s": 105.5,
      "end_s": 108.2,
      "text_en": "It will depend on your turnover, right? Generally, it's for 30 to 60 days.",
      "text_native": "Depend करेगा ना आपके turnover पे। Generally 30 से 60 दिन का रहता है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 53,
      "speaker": "customer",
      "start_s": 108.6,
      "end_s": 110.1,
      "text_en": "Okay, no problem. You tell me then.",
      "text_native": "ठीक है, कोई दिक्कत नहीं। आप बताइए मुझे, फिर तो।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 54,
      "speaker": "customer",
      "start_s": 110.6,
      "end_s": 112.8,
      "text_en": "You... Indradhanush... Indradhanush grey color, you write it down.",
      "text_native": "आप Indradhanush... Indradhanush grey colour, आप लिखिए।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 55,
      "speaker": "customer",
      "start_s": 113.2,
      "end_s": 115.1,
      "text_en": "On what should I send it? I can see your WhatsApp number, mine is hidden.",
      "text_native": "किसपे भेजूं तो? आप मुझे WhatsApp नंबर दिखे, मेरे hide है।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 56,
      "speaker": "agent",
      "start_s": 115.1,
      "end_s": 116.3,
      "text_en": "On my number... do you have the number?",
      "text_native": "आप मेरे नंबर पे... आपके पास नंबर है?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 57,
      "speaker": "agent",
      "start_s": 116.3,
      "end_s": 117.3,
      "text_en": "I'll card... this is the number.",
      "text_native": "मैं card... यही तो है नंबर।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 58,
      "speaker": "customer",
      "start_s": 117.6,
      "end_s": 119.3,
      "text_en": "Hmm hmm, okay. You have it. You send it.",
      "text_native": "हम्म हम्म, ठीक है। आप आपके पास है। आप भेज दो।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 59,
      "speaker": "agent",
      "start_s": 119.3,
      "end_s": 120.8,
      "text_en": "Ending in 344, this is the number, right?",
      "text_native": "Last में 344, यही वाला तो नंबर है?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 60,
      "speaker": "customer",
      "start_s": 121.0,
      "end_s": 122.5,
      "text_en": "Absolutely, absolutely, absolutely. You send a 'Hi'.",
      "text_native": "बिलकुल, बिलकुल, बिलकुल। आप 'Hi' लिख के भेजो।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 61,
      "speaker": "agent",
      "start_s": 122.5,
      "end_s": 124.6,
      "text_en": "And where is the delivery... do you need the delivery pincode? 34601?",
      "text_native": "और delivery कहां पे हो... delivery pincode चाहिए? 34601?"
    },
    {
      "ucid": "34972178964137451",
      "idx": 62,
      "speaker": "customer",
      "start_s": 124.9,
      "end_s": 125.4,
      "text_en": "Absolutely.",
      "text_native": "बिलकुल।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 63,
      "speaker": "agent",
      "start_s": 125.9,
      "end_s": 127.5,
      "text_en": "Okay, you send me the requirement, I'll tell you.",
      "text_native": "ठीक है, आप मेरे को requirement भेज दो, मैं बताता हूं।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 64,
      "speaker": "customer",
      "start_s": 127.9,
      "end_s": 129.3,
      "text_en": "Yes, you send a 'Hi', I'll see.",
      "text_native": "हां, आप 'Hi' लिख के भेजो, मैं देखता हूं।"
    },
    {
      "ucid": "34972178964137451",
      "idx": 65,
      "speaker": "agent",
      "start_s": 129.4,
      "end_s": 130.4,
      "text_en": "Okay, okay. Okay.",
      "text_native": "ठीक है, ठीक है। Okay."
    },
    {
      "ucid": "34972178964137451",
      "idx": 66,
      "speaker": "customer",
      "start_s": 130.8,
      "end_s": 132.5,
      "text_en": "[phone noise]",
      "text_native": "[phone noise]"
    }
  ],
  "steps": [
    {
      "ucid": "34972178964137451",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "34972178964137451",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not lead with a supply or price hook, instead opening with 'Do you have any order now?' which is not a hook."
    },
    {
      "ucid": "34972178964137451",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero of the six required discovery questions; the entire discovery phase was skipped."
    },
    {
      "ucid": "34972178964137451",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not proactively pitch any USPs; the conversation was a reactive Q&A about price and credit."
    },
    {
      "ucid": "34972178964137451",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Then you send me the complete requirement once.",
      "comment": "Agent failed to capture the full requirement (thickness, width, qty) on the call, instead asking the customer to send it later."
    },
    {
      "ucid": "34972178964137451",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay, you send me the requirement, I'll tell you.",
      "comment": "Agent and customer agreed on a clear next step: customer to send requirement on WhatsApp for a quote."
    }
  ],
  "objections": [
    {
      "ucid": "34972178964137451",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "Like with Natraj and others, we have credit 'with time'. There is a 10-day credit.",
      "response": "It's 100% advance. ... It's for the first few billings. ... Then credit is offered."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}