{
  "ucid": "34972178971238091",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 11:49:40",
  "end_time": "2026-09-18 11:52:22",
  "duration_sec": 162,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb5518b3388239bc5c870c2e91b7ca287.mp3",
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  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1430,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971238091__DIAb5518b3388239bc5c870c2e91b7ca287.mp3",
  "audio_bytes": 392472,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 130.824,
  "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] CUSTOMER: Yes?   (हां जी?)\n[4s] AGENT: Yeah, am I speaking with Sufiyan Cooler Works, sir, Mr. Imran?   (Yeah, Sufiyan Cooler Works से बात कर रहे हैं सर, Mr. Imran?)\n[6s] CUSTOMER: Yes, yes.   (जी जी।)\n[7s] AGENT: I am Abdul Ansari speaking, sir, from JSW, head office Mumbai.   (मैं Abdul Ansari बात कर रहा हूं सर JSW से, head office Mumbai.)\n[10s] CUSTOMER: Yes, tell me.   (जी बोलिए।)\n[11s] AGENT: Sir, your company was registered here, that's why I called. You haven't purchased for a long time now. Are you thinking of purchasing anything? In HR, CR, GI?   (सर आपकी कंपनी यहां registered थी इसके लिए फोन किया था। बहुत टाइम से आप purchase नहीं किए अभी। कुछ purchase करने सोच रहे हैं क्या आप? HR, CR, GI में?)\n[16s] CUSTOMER: Yes sir, tell me the price once, what is the current rate?   (हां सर, भाव एक बार बताइए ना अभी क्या चल रहा है current?)\n[18s] AGENT: Right now sir, the market is increasing a lot, the rate is increasing a lot. So if you want to purchase now, you can purchase quickly.   (अभी सर market तो बहुत ज्यादा increase कर रहा है, अभी rate तो बहुत ज्यादा increase कर रहा है। तो अभी अगर आप purchase करना चाहे तो purchase कर सकते हैं आप जल्दी में।)\n[23s] CUSTOMER: No, so how long should we wait for the market to become stable? We don't need the material right now anyway, the material will be of use to us after a month.   (नहीं तो अभी कितना टाइम ठहरे हैं तो market stable होगा? अपने अभी वैसे भी जरूरत नहीं है माल की तो, माल हमारे एक महीने बाद में काम आएगा।)\n[27s] AGENT: See sir, basically the problem is that the rate of cooking coal has increased, you understand? The cooking coal, of zinc, there is zinc for coating, right, zinc?   (अभी सर देखिए basically problem क्या है ना, अभी cooking coal का rate बढ़ गया, समझ रहे हैं ना? जो cooking coal होता है, zinc का होता है, zinc होता है ना coating के लिए zinc?)\n[32s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[32s] AGENT: The rate of zinc has increased. So if the raw material rate increases, they will also increase their rate, the rate of steel too, understood or not?   (Zinc का rate बढ़ गया है। तो raw material का rate बढ़ जाएगा तो इन लोग भी rate बढ़ा देगा अपना, steel का भी rate, समझे कि नहीं?)\n[36s] CUSTOMER: Okay.   (अच्छा।)\n[37s] AGENT: So right now sir, the rate is less... I mean, the rate that was there before, you won't get that, whatever the doubt. I mean, you can't get that because now the rate of zinc has increased, so how will you get that rate?   (तो अभी तो सर rate तो कम, मतलब जो पहले rate था वो तो मिलेगा भी नहीं, जो भी doubt हो। मतलब वो मिल ही नहीं सकता ना because अब zinc का rate बढ़ गया तो वो rate कैसे मिल पाएगा आपको?)\n[42s] CUSTOMER: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[43s] AGENT: And as for the market going down, the market will go down a little, but it won't be like before. That too will go down in November, December, around December.   (और रही बात market down होने का, तो market down होगा थोड़ा बहुत but पहले जैसा तो अभी नहीं होगा। वो भी आपका down होगा November, December में, December के करीब।)\n[48s] CUSTOMER: Okay.   (अच्छा।)\n[50s] AGENT: Hmm, that is also very difficult for the market. And if you want to purchase something, the sooner you do it, sir, the better it will be.   (हम्म, वो भी बहुत मुश्किल है market। और कुछ purchase करना चाह रहे हैं, तो जितना जल्दी कर लेंगे सर उतना बेहतर होगा।)\n[54s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[55s] AGENT: Yes, yes.   (जी जी।)\n[56s] CUSTOMER: What is the current rate for heavy material? For 80 thousand?   (अभी का वैसे भारी माल पे क्या rate है? 80 हजार का?)\n[58s] AGENT: What sir?   (क्या सर?)\n[59s] CUSTOMER: What is the rate for under 80 meter right now?   (80 meter के अंदर क्या rate चल रहा है अभी?)\n[62s] AGENT: For 80, I have to put it in the system. Only when I put it in the system can I give the rate. We don't just have the rate like that, sir. I will put it in the system, then the category team will put the rate, then I can give it to you. The rate for that thing is not available just like that, sir.   (80 के लिए मुझे system में इसको डालना पड़ता है ना। System में डालूंगा तभी rate दे पाऊंगा अभी हम लोग। ऐसे ही rate नहीं रहता सर, system में डालूंगा, फिर category team rate डालेगी, फिर मैं आपको दे पाऊंगा। ऐसे rate नहीं रहता ना सर वो चीज।)\n[68s] CUSTOMER: Okay, you tell me later.   (ठीक है, आप बताना मुझे बाद में।)\n[70s] AGENT: I am based in Mumbai. If you want to purchase something now, then tell me, if you want to purchase now, I will do something. If it's done, then whenever it happens, let me know at that time.   (मैं बैठता हूं Mumbai में। अभी कुछ purchase करना चाह रहे हैं तो बताइए, अगर purchase करना चाह रहे अभी तो, मैं थोड़ा करूंगा। अगर हो गया तो फिर जब होगा तो मुझे बताइएगा उस टाइम पे।)\n[75s] CUSTOMER: No, only when we know the price can we think of purchasing, what the prices are.   (नहीं, कुछ भाव मालूम चले तभी तो purchase का सोच सकते हैं, क्या क्या भाव आ रहा है।)\n[78s] AGENT: That's it, 80, 80, the rate for GI will be 82-84.   (वही है ना 80, 80, 82-84 का rate चलेगा GI का।)\n[80s] CUSTOMER: Okay, 82 plus GST?   (अच्छा, 82 plus GST?)\n[82s] AGENT: Yes, plus transport.   (हां, plus transport.)\n[82s] CUSTOMER: 82 plus GST. No, we will buy only when the rate comes down a bit.   (82 plus GST. नहीं, थोड़ा सा rate उतरेगा तभी लेंगे।)\n[85s] AGENT: Okay sir, okay.   (ठीक है सर, okay.)\n[86s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 35,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "35 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must ask discovery questions to understand the customer's business before discussing price; without knowing their needs, you cannot build value or handle objections effectively.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a past customer, a cooler manufacturer, to generate a new order. The customer stated their need was about a month away and was hesitant due to current high market prices. The agent explained the market trend but failed to conduct any discovery, qualify the future requirement, or pitch any value propositions. The call ended without a firm next step after the customer decided to wait for prices to decrease.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am Abdul Ansari speaking, sir, from JSW, head office Mumbai.\", \"comment\": \"Agent identified self, company, and used the customer's name, but did not explicitly ask for permission; the customer gave implicit permission by engaging.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right now sir, the market is increasing a lot, the rate is increasing a lot. So if you want to purchase now, you can purchase quickly.\", \"comment\": \"Although prompted by the customer, the agent delivered a clear price-based urgency hook early in the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions about the customer's business, needs, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was limited to general market price trends.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What is the rate for under 80 meter right now?\", \"comment\": \"Agent did not proactively qualify the requirement; when the customer vaguely mentioned a size, the agent did not capture grade, thickness, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If it's done, then whenever it happens, let me know at that time.\", \"comment\": \"The call ended without a committed next step from the agent; it was left to the customer to re-initiate contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must ask discovery questions to understand the customer's business before discussing price; without knowing their needs, you cannot build value or handle objections effectively.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, you tell me later.\", \"response\": \"I am based in Mumbai. If you want to purchase something now, then tell me, if you want to purchase now, I will do something.\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No, we will buy only when the rate comes down a bit.\", \"response\": \"Okay sir, okay.\"}], \"call_summary\": \"The agent contacted a past customer, a cooler manufacturer, to generate a new order. The customer stated their need was about a month away and was hesitant due to current high market prices. The agent explained the market trend but failed to conduct any discovery, qualify the future requirement, or pitch any value propositions. The call ended without a firm next step after the customer decided to wait for prices to decrease.\"}",
  "error": null,
  "latency_ms": 29583,
  "input_tokens": 4164,
  "output_tokens": 947,
  "created_at": "2026-09-25 11:57:32",
  "sentiment": "neutral",
  "sentiment_score": -0.147,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 7,
  "lex_hits": 16,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.695,
  "agent_talk_sec": 52.2,
  "customer_talk_sec": 22.9,
  "dead_air_sec": 86.9,
  "longest_monologue_sec": 6.6,
  "agent_wpm": 412.6,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 18,
  "discovery_qs": 9,
  "words_agent": 359,
  "words_customer": 123,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178971238091",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 2.01,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.28,
      "end_s": 2.7,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.41,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.7,
      "text_en": "Yeah, am I speaking with Sufiyan Cooler Works, sir, Mr. Imran?",
      "text_native": "Yeah, Sufiyan Cooler Works से बात कर रहे हैं सर, Mr. Imran?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.17,
      "end_s": 6.6,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 9.6,
      "text_en": "I am Abdul Ansari speaking, sir, from JSW, head office Mumbai.",
      "text_native": "मैं Abdul Ansari बात कर रहा हूं सर JSW से, head office Mumbai."
    },
    {
      "ucid": "34972178971238091",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.9,
      "end_s": 10.4,
      "text_en": "Yes, tell me.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.7,
      "end_s": 15.5,
      "text_en": "Sir, your company was registered here, that's why I called. You haven't purchased for a long time now. Are you thinking of purchasing anything? In HR, CR, GI?",
      "text_native": "सर आपकी कंपनी यहां registered थी इसके लिए फोन किया था। बहुत टाइम से आप purchase नहीं किए अभी। कुछ purchase करने सोच रहे हैं क्या आप? HR, CR, GI में?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 18.0,
      "text_en": "Yes sir, tell me the price once, what is the current rate?",
      "text_native": "हां सर, भाव एक बार बताइए ना अभी क्या चल रहा है current?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 22.5,
      "text_en": "Right now sir, the market is increasing a lot, the rate is increasing a lot. So if you want to purchase now, you can purchase quickly.",
      "text_native": "अभी सर market तो बहुत ज्यादा increase कर रहा है, अभी rate तो बहुत ज्यादा increase कर रहा है। तो अभी अगर आप purchase करना चाहे तो purchase कर सकते हैं आप जल्दी में।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.6,
      "end_s": 27.0,
      "text_en": "No, so how long should we wait for the market to become stable? We don't need the material right now anyway, the material will be of use to us after a month.",
      "text_native": "नहीं तो अभी कितना टाइम ठहरे हैं तो market stable होगा? अपने अभी वैसे भी जरूरत नहीं है माल की तो, माल हमारे एक महीने बाद में काम आएगा।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.1,
      "end_s": 31.2,
      "text_en": "See sir, basically the problem is that the rate of cooking coal has increased, you understand? The cooking coal, of zinc, there is zinc for coating, right, zinc?",
      "text_native": "अभी सर देखिए basically problem क्या है ना, अभी cooking coal का rate बढ़ गया, समझ रहे हैं ना? जो cooking coal होता है, zinc का होता है, zinc होता है ना coating के लिए zinc?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 12,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 32.2,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 13,
      "speaker": "agent",
      "start_s": 32.4,
      "end_s": 36.0,
      "text_en": "The rate of zinc has increased. So if the raw material rate increases, they will also increase their rate, the rate of steel too, understood or not?",
      "text_native": "Zinc का rate बढ़ गया है। तो raw material का rate बढ़ जाएगा तो इन लोग भी rate बढ़ा देगा अपना, steel का भी rate, समझे कि नहीं?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 14,
      "speaker": "customer",
      "start_s": 36.1,
      "end_s": 36.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 42.2,
      "text_en": "So right now sir, the rate is less... I mean, the rate that was there before, you won't get that, whatever the doubt. I mean, you can't get that because now the rate of zinc has increased, so how will you get that rate?",
      "text_native": "तो अभी तो सर rate तो कम, मतलब जो पहले rate था वो तो मिलेगा भी नहीं, जो भी doubt हो। मतलब वो मिल ही नहीं सकता ना because अब zinc का rate बढ़ गया तो वो rate कैसे मिल पाएगा आपको?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 16,
      "speaker": "customer",
      "start_s": 42.4,
      "end_s": 43.1,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 17,
      "speaker": "agent",
      "start_s": 43.3,
      "end_s": 48.2,
      "text_en": "And as for the market going down, the market will go down a little, but it won't be like before. That too will go down in November, December, around December.",
      "text_native": "और रही बात market down होने का, तो market down होगा थोड़ा बहुत but पहले जैसा तो अभी नहीं होगा। वो भी आपका down होगा November, December में, December के करीब।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 18,
      "speaker": "customer",
      "start_s": 48.5,
      "end_s": 49.0,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 19,
      "speaker": "agent",
      "start_s": 49.5,
      "end_s": 53.2,
      "text_en": "Hmm, that is also very difficult for the market. And if you want to purchase something, the sooner you do it, sir, the better it will be.",
      "text_native": "हम्म, वो भी बहुत मुश्किल है market। और कुछ purchase करना चाह रहे हैं, तो जितना जल्दी कर लेंगे सर उतना बेहतर होगा।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 20,
      "speaker": "customer",
      "start_s": 53.6,
      "end_s": 54.3,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 21,
      "speaker": "agent",
      "start_s": 55.2,
      "end_s": 55.6,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 22,
      "speaker": "customer",
      "start_s": 55.9,
      "end_s": 58.0,
      "text_en": "What is the current rate for heavy material? For 80 thousand?",
      "text_native": "अभी का वैसे भारी माल पे क्या rate है? 80 हजार का?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 23,
      "speaker": "agent",
      "start_s": 58.3,
      "end_s": 58.8,
      "text_en": "What sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 24,
      "speaker": "customer",
      "start_s": 59.2,
      "end_s": 61.2,
      "text_en": "What is the rate for under 80 meter right now?",
      "text_native": "80 meter के अंदर क्या rate चल रहा है अभी?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 25,
      "speaker": "agent",
      "start_s": 61.6,
      "end_s": 68.2,
      "text_en": "For 80, I have to put it in the system. Only when I put it in the system can I give the rate. We don't just have the rate like that, sir. I will put it in the system, then the category team will put the rate, then I can give it to you. The rate for that thing is not available just like that, sir.",
      "text_native": "80 के लिए मुझे system में इसको डालना पड़ता है ना। System में डालूंगा तभी rate दे पाऊंगा अभी हम लोग। ऐसे ही rate नहीं रहता सर, system में डालूंगा, फिर category team rate डालेगी, फिर मैं आपको दे पाऊंगा। ऐसे rate नहीं रहता ना सर वो चीज।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 26,
      "speaker": "customer",
      "start_s": 68.5,
      "end_s": 69.8,
      "text_en": "Okay, you tell me later.",
      "text_native": "ठीक है, आप बताना मुझे बाद में।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 27,
      "speaker": "agent",
      "start_s": 69.9,
      "end_s": 75.0,
      "text_en": "I am based in Mumbai. If you want to purchase something now, then tell me, if you want to purchase now, I will do something. If it's done, then whenever it happens, let me know at that time.",
      "text_native": "मैं बैठता हूं Mumbai में। अभी कुछ purchase करना चाह रहे हैं तो बताइए, अगर purchase करना चाह रहे अभी तो, मैं थोड़ा करूंगा। अगर हो गया तो फिर जब होगा तो मुझे बताइएगा उस टाइम पे।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 28,
      "speaker": "customer",
      "start_s": 75.2,
      "end_s": 77.8,
      "text_en": "No, only when we know the price can we think of purchasing, what the prices are.",
      "text_native": "नहीं, कुछ भाव मालूम चले तभी तो purchase का सोच सकते हैं, क्या क्या भाव आ रहा है।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 29,
      "speaker": "agent",
      "start_s": 77.9,
      "end_s": 80.0,
      "text_en": "That's it, 80, 80, the rate for GI will be 82-84.",
      "text_native": "वही है ना 80, 80, 82-84 का rate चलेगा GI का।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 30,
      "speaker": "customer",
      "start_s": 80.4,
      "end_s": 81.4,
      "text_en": "Okay, 82 plus GST?",
      "text_native": "अच्छा, 82 plus GST?"
    },
    {
      "ucid": "34972178971238091",
      "idx": 31,
      "speaker": "agent",
      "start_s": 81.6,
      "end_s": 82.4,
      "text_en": "Yes, plus transport.",
      "text_native": "हां, plus transport."
    },
    {
      "ucid": "34972178971238091",
      "idx": 32,
      "speaker": "customer",
      "start_s": 82.5,
      "end_s": 84.6,
      "text_en": "82 plus GST. No, we will buy only when the rate comes down a bit.",
      "text_native": "82 plus GST. नहीं, थोड़ा सा rate उतरेगा तभी लेंगे।"
    },
    {
      "ucid": "34972178971238091",
      "idx": 33,
      "speaker": "agent",
      "start_s": 84.7,
      "end_s": 85.5,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, okay."
    },
    {
      "ucid": "34972178971238091",
      "idx": 34,
      "speaker": "customer",
      "start_s": 85.8,
      "end_s": 86.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178971238091",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I am Abdul Ansari speaking, sir, from JSW, head office Mumbai.",
      "comment": "Agent identified self, company, and used the customer's name, but did not explicitly ask for permission; the customer gave implicit permission by engaging."
    },
    {
      "ucid": "34972178971238091",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Right now sir, the market is increasing a lot, the rate is increasing a lot. So if you want to purchase now, you can purchase quickly.",
      "comment": "Although prompted by the customer, the agent delivered a clear price-based urgency hook early in the call."
    },
    {
      "ucid": "34972178971238091",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the six required discovery questions about the customer's business, needs, or procurement habits."
    },
    {
      "ucid": "34972178971238091",
      "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 conversation was limited to general market price trends."
    },
    {
      "ucid": "34972178971238091",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "What is the rate for under 80 meter right now?",
      "comment": "Agent did not proactively qualify the requirement; when the customer vaguely mentioned a size, the agent did not capture grade, thickness, quantity, or location."
    },
    {
      "ucid": "34972178971238091",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If it's done, then whenever it happens, let me know at that time.",
      "comment": "The call ended without a committed next step from the agent; it was left to the customer to re-initiate contact."
    }
  ],
  "objections": [
    {
      "ucid": "34972178971238091",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "No, we will buy only when the rate comes down a bit.",
      "response": "Okay sir, okay."
    },
    {
      "ucid": "34972178971238091",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, you tell me later.",
      "response": "I am based in Mumbai. If you want to purchase something now, then tell me, if you want to purchase now, I will do something."
    }
  ],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}