{
  "ucid": "21112178825918351",
  "call_date": "2026-09-01",
  "start_time": "2026-09-01 16:09:43",
  "end_time": "2026-09-01 16:13:03",
  "duration_sec": 200,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbe3756094b37b3fbc94d2bcb1defc625.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1310,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178825918351__DIAbe3756094b37b3fbc94d2bcb1defc625.mp3",
  "audio_bytes": 558144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 186.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello, am I speaking with Mukesh ji?   (हेलो, मुकेश जी से बात कर रहे हैं?)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Sir, Anupreeti speaking from JSW One.   (सर, अनुप्रीति बात कर रही हूं जेएसडब्ल्यू वन से।)\n[6s] CUSTOMER: Yes.   (हां जी।)\n[7s] AGENT: Sir, do you have any requirement, what do you want to know about sheets? Your account was registered on our portal, so you have given this for Helix Hotal sheet, given an inquiry.   (सर कोई रिक्वायरमेंट है क्या जानना चाहते है क्या शीट में? आपका अकाउंट रजिस्टर था हमारे पोर्टल पे तो आपने यहां पे हेलिक्स होटल शीट का ये दिया है, इंक्वायरी इंक्वायरी दिया है।)\n[13s] CUSTOMER: Hmm.   (हम्म।)\n[14s] AGENT: Uh sir, can you tell me a little about the company? Are you in manufacturing or in this?   (अह सर थोड़ा मतलब आप बता सकते हो कंपनी के बारे में? आप मैन्युफैक्चरिंग में हो या इसमें हो?)\n[17s] CUSTOMER: Yes, I am in manufacturing. I make LPG stove parts.   (हां जी, मैन्युफैक्चरिंग में हूं। मैं एलपीजी स्टोव पार्ट्स बनाता हूं।)\n[20s] AGENT: Okay. And which make? Which make do you use?   (अच्छा। और कौन सा मेक? कौन सा मेक यूज करते हो?)\n[22s] CUSTOMER: Yes?   (हां जी?)\n[22s] AGENT: Which make do you use sir, currently right now?   (कौन सा मेक यूज करते हो सर करेंटली अभी?)\n[24s] AGENT: Meaning, do you use JSW's or some other?   (मतलब जेएसडब्ल्यू का यूज करते हो या दूसरा कोई?)\n[26s] CUSTOMER: No, for now, I use whatever is available in the market. Tata also comes, JSW also comes.   (नहीं फिलहाल तो मैं जो मार्केट में अवेलेबल का मिलता है वो करता हूं। टाटा भी आता है, जेएसडब्ल्यू भी आता है।)\n[30s] AGENT: Okay, okay sir.   (ओके ओके सर।)\n[31s] CUSTOMER: Yes.   (हां जी।)\n[32s] AGENT: Okay sir. I will check the inquiry once and then send you the rates. Is this a live inquiry or sir, do you mean   (ठीक है सर। मैं एक बार चेक करती हूं इंक्वायरी और आपको फिर रेट्स भेजती हूं। अभी लाइव इंक्वायरी है या सर आपको मतलब)\n[35s] CUSTOMER: No, there is an inquiry for two-three, two-three items. If you send me its current rate etc., then something, my order is placed every next week.   (नहीं दो तीन, दो तीन आइटम की इंक्वायरी तो है। एक बार आप मेरे को उसका करंट रेट वगेरा भेजोगे तो कुछ नेक्स्ट हर वीक में मेरा ऑर्डर बनता ही है।)\n[40s] AGENT: Okay, I understood sir. So what you have given me now is four mm, twelve hundred fifty, twenty-five hundred in this. And you have given for eight tons, meaning you have given it in forty, fifty pieces.   (अच्छा समझ गई सर। तो अभी आपने जो दिया है मुझे वो चार एमएम, बारह सौ पचास, पच्चीस सौ इसमें दिया है। और आठ टन का दिया है आपने मतलब फोर्टी, पचास पीस में दिया है।)\n[46s] CUSTOMER: In forty-nine pieces.   (फोर्टी नाइन पीस में।)\n[47s] CUSTOMER: Yes.   (हां जी।)\n[48s] AGENT: Okay. So this is the only inquiry? Do you want to add or reduce anything in this?   (ओके। सो यही इंक्वायरी है? इसमें कुछ ऐड करना है या कम करना है?)\n[50s] CUSTOMER: In that, same, the size will remain the same, only the thickness is different. Two point two, from two point two to two point nine, four mm and five mm. I need the rate for these four sizes. And are there HR coils? One mm, six five   (उसमें सेम, साइज तो सेम रहेगी सिर्फ थिकनेस अलग-अलग है। टू पॉइंट टू, टू पॉइंट टू से लेके टू पॉइंट नाइन, फोर एमएम और फाइव एमएम। ये चार साइज का रेट चाहिए। और एक एचआर की कॉइल्स रहती है क्या? वन एमएम, सिक्स फाइव)\n[58s] AGENT: One mm, six five and?   (वन एमएम, सिक्स फाइव और?)\n[60s] CUSTOMER: Five zero.   (फाइव जीरो।)\n[100s] AGENT: Fifty.   (पचास।)\n[102s] CUSTOMER: Point five zero yes. This one mm   (पॉइंट फाइव जीरो हां। ये एक एमएम)\n[103s] AGENT: Okay. Okay.   (ठीक है। अच्छा।)\n[104s] CUSTOMER: Point six five and point zero five zero.   (पॉइंट सिक्स फाइव और पॉइंट जीरो फाइव जीरो।)\n[106s] AGENT: Okay.   (ओके।)\n[107s] CUSTOMER: Okay?   (ठीक है?)\n[107s] AGENT: What is the width?   (विड्थ कितनी है?)\n[108s] CUSTOMER: The width of the coils will be one ninety-nine.   (विड्थ रहेगी कॉइल्स की वन नाइनटी नाइन।)\n[110s] AGENT: One ninety-nine. Do you need it in slit?   (वन नाइनटी नाइन। स्लिट में चाहिए क्या आपको?)\n[111s] CUSTOMER: Yes, in slit.   (हां जी, स्लिट में।)\n[112s] AGENT: Okay. And?   (अच्छा। और?)\n[113s] CUSTOMER: I need one wire rod, the TMT you have, right? In that, there is a flat bar. The thickness will be four mm.   (एक ये वायर रॉड चाहिए जो आपने टीएमटी है ना? उसमें फ्लैट सरिया रहता है। थिकनेस रहेगी चार एमएम।)\n[118s] AGENT: What in TMT?   (टीएमटी में क्या?)\n[119s] CUSTOMER: I need a bar in flat, a flat bar.   (फ्लैट में सरिया चाहिए, फ्लैट सरिया।)\n[120s] AGENT: Hello?   (हेलो?)\n[121s] CUSTOMER: The one that is square type, right?   (स्क्वायर टाइप रहता है ना जो?)\n[122s] AGENT: Sir, your voice is breaking.   (सर आपका वॉइस ब्रेक हो रहा है।)\n[124s] CUSTOMER: Okay.   (अच्छा।)\n[125s] CUSTOMER: Okay, you tell me this much then   (ठीक है आप मेरे को इतना बता दो फिर)\n[126s] AGENT: I'll just, I'll WhatsApp you. I'll just write 'hi' on WhatsApp. You then send the requirement there, I will give it according to that. Until then, this HR one and the one you gave for Helix, I will look into that.   (मैं एक बार, मैं व्हाट्सएप करती हूं आपको। एक बार व्हाट्सएप पे हाय मैं लिख देती हूं। आप फिर वहां पे रिक्वायरमेंट भेज दो, उसके हिसाब से मैं देती हूं। तब तक ये जो एचआर का और इसका जो आपने दिया है हेलिक्स का, वो मैं देखती हूं।)\n[133s] CUSTOMER: Okay.   (ठीक है।)\n[134s] AGENT: Thank you.   (थैंक यू।)\n[135s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 48,
  "connected": 1,
  "audio_notes": "clear: The agent mentions the customer's voice is breaking at one point, but the customer is still mostly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "48 turns, clean transcript (2% 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 7.5,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "When a customer adds multiple new items to their inquiry, use that as an opportunity to ask about their total monthly requirement to understand the full size of the opportunity.",
  "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 customer, an LPG stove parts manufacturer, had submitted an inquiry for HR sheets. During the call, they added several more complex requirements, including various thicknesses, slit coils, and a TMT flat bar. The agent gathered most of the details and, when faced with the complex TMT request, successfully moved the conversation to WhatsApp to get the full requirement in writing. The call ended with the agent committing to provide rates after reviewing the details.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement, what do you want to know about sheets? Your account was registered on our portal, so you have given this for Helix Hotal sheet, given an inquiry.\", \"comment\": \"Agent correctly referenced the customer's inquiry submitted via the online portal.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"So what you have given me now is four mm, twelve hundred fifty, twenty-five hundred in this. And you have given for eight tons... Is this a live inquiry or sir, do you mean\", \"comment\": \"Agent confirmed product, thickness/width, and quantity, and probed for timeline, but did not revalidate the delivery location/pincode.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Uh sir, can you tell me a little about the company? Are you in manufacturing or in this? ... Which make do you use sir, currently right now?\", \"comment\": \"Agent successfully discovered the end use (LPG stove parts) and current brands used, but did not ask about monthly tonnage, JSW share, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will check the inquiry once and then send you the rates.\", \"comment\": \"Given the complex, multi-item inquiry, the agent correctly committed to reverting with a price after checking the details.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not perform any unnecessary re-pitching and focused entirely on capturing the customer's detailed requirements.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer adds multiple new items to their inquiry, use that as an opportunity to ask about their total monthly requirement to understand the full size of the opportunity.\", \"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\": [], \"call_summary\": \"The customer, an LPG stove parts manufacturer, had submitted an inquiry for HR sheets. During the call, they added several more complex requirements, including various thicknesses, slit coils, and a TMT flat bar. The agent gathered most of the details and, when faced with the complex TMT request, successfully moved the conversation to WhatsApp to get the full requirement in writing. The call ended with the agent committing to provide rates after reviewing the details.\"}",
  "error": null,
  "latency_ms": 30461,
  "input_tokens": 4377,
  "output_tokens": 797,
  "created_at": "2026-09-25 11:51:48",
  "sentiment": "positive",
  "sentiment_score": 0.375,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 2,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.363,
  "agent_talk_sec": 42.9,
  "customer_talk_sec": 75.2,
  "dead_air_sec": 81.9,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 346.9,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 25,
  "discovery_qs": 16,
  "words_agent": 248,
  "words_customer": 193,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178825918351",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 0.93,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178825918351",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.37,
      "end_s": 2.7,
      "text_en": "Hello, am I speaking with Mukesh ji?",
      "text_native": "हेलो, मुकेश जी से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.07,
      "end_s": 3.5,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 5.6,
      "text_en": "Sir, Anupreeti speaking from JSW One.",
      "text_native": "सर, अनुप्रीति बात कर रही हूं जेएसडब्ल्यू वन से।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.97,
      "end_s": 6.31,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 12.5,
      "text_en": "Sir, do you have any requirement, what do you want to know about sheets? Your account was registered on our portal, so you have given this for Helix Hotal sheet, given an inquiry.",
      "text_native": "सर कोई रिक्वायरमेंट है क्या जानना चाहते है क्या शीट में? आपका अकाउंट रजिस्टर था हमारे पोर्टल पे तो आपने यहां पे हेलिक्स होटल शीट का ये दिया है, इंक्वायरी इंक्वायरी दिया है।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 13.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 16.8,
      "text_en": "Uh sir, can you tell me a little about the company? Are you in manufacturing or in this?",
      "text_native": "अह सर थोड़ा मतलब आप बता सकते हो कंपनी के बारे में? आप मैन्युफैक्चरिंग में हो या इसमें हो?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 19.3,
      "text_en": "Yes, I am in manufacturing. I make LPG stove parts.",
      "text_native": "हां जी, मैन्युफैक्चरिंग में हूं। मैं एलपीजी स्टोव पार्ट्स बनाता हूं।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 21.3,
      "text_en": "Okay. And which make? Which make do you use?",
      "text_native": "अच्छा। और कौन सा मेक? कौन सा मेक यूज करते हो?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 22.0,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 23.9,
      "text_en": "Which make do you use sir, currently right now?",
      "text_native": "कौन सा मेक यूज करते हो सर करेंटली अभी?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.4,
      "end_s": 26.0,
      "text_en": "Meaning, do you use JSW's or some other?",
      "text_native": "मतलब जेएसडब्ल्यू का यूज करते हो या दूसरा कोई?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 13,
      "speaker": "customer",
      "start_s": 26.3,
      "end_s": 30.0,
      "text_en": "No, for now, I use whatever is available in the market. Tata also comes, JSW also comes.",
      "text_native": "नहीं फिलहाल तो मैं जो मार्केट में अवेलेबल का मिलता है वो करता हूं। टाटा भी आता है, जेएसडब्ल्यू भी आता है।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.3,
      "end_s": 31.0,
      "text_en": "Okay, okay sir.",
      "text_native": "ओके ओके सर।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.3,
      "end_s": 31.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.9,
      "end_s": 35.3,
      "text_en": "Okay sir. I will check the inquiry once and then send you the rates. Is this a live inquiry or sir, do you mean",
      "text_native": "ठीक है सर। मैं एक बार चेक करती हूं इंक्वायरी और आपको फिर रेट्स भेजती हूं। अभी लाइव इंक्वायरी है या सर आपको मतलब"
    },
    {
      "ucid": "21112178825918351",
      "idx": 17,
      "speaker": "customer",
      "start_s": 35.3,
      "end_s": 39.5,
      "text_en": "No, there is an inquiry for two-three, two-three items. If you send me its current rate etc., then something, my order is placed every next week.",
      "text_native": "नहीं दो तीन, दो तीन आइटम की इंक्वायरी तो है। एक बार आप मेरे को उसका करंट रेट वगेरा भेजोगे तो कुछ नेक्स्ट हर वीक में मेरा ऑर्डर बनता ही है।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.7,
      "end_s": 46.0,
      "text_en": "Okay, I understood sir. So what you have given me now is four mm, twelve hundred fifty, twenty-five hundred in this. And you have given for eight tons, meaning you have given it in forty, fifty pieces.",
      "text_native": "अच्छा समझ गई सर। तो अभी आपने जो दिया है मुझे वो चार एमएम, बारह सौ पचास, पच्चीस सौ इसमें दिया है। और आठ टन का दिया है आपने मतलब फोर्टी, पचास पीस में दिया है।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 19,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 46.8,
      "text_en": "In forty-nine pieces.",
      "text_native": "फोर्टी नाइन पीस में।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 20,
      "speaker": "customer",
      "start_s": 47.3,
      "end_s": 47.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 21,
      "speaker": "agent",
      "start_s": 48.1,
      "end_s": 50.0,
      "text_en": "Okay. So this is the only inquiry? Do you want to add or reduce anything in this?",
      "text_native": "ओके। सो यही इंक्वायरी है? इसमें कुछ ऐड करना है या कम करना है?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 22,
      "speaker": "customer",
      "start_s": 50.4,
      "end_s": 57.9,
      "text_en": "In that, same, the size will remain the same, only the thickness is different. Two point two, from two point two to two point nine, four mm and five mm. I need the rate for these four sizes. And are there HR coils? One mm, six five",
      "text_native": "उसमें सेम, साइज तो सेम रहेगी सिर्फ थिकनेस अलग-अलग है। टू पॉइंट टू, टू पॉइंट टू से लेके टू पॉइंट नाइन, फोर एमएम और फाइव एमएम। ये चार साइज का रेट चाहिए। और एक एचआर की कॉइल्स रहती है क्या? वन एमएम, सिक्स फाइव"
    },
    {
      "ucid": "21112178825918351",
      "idx": 23,
      "speaker": "agent",
      "start_s": 58.3,
      "end_s": 59.2,
      "text_en": "One mm, six five and?",
      "text_native": "वन एमएम, सिक्स फाइव और?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 24,
      "speaker": "customer",
      "start_s": 59.6,
      "end_s": 100.0,
      "text_en": "Five zero.",
      "text_native": "फाइव जीरो।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 25,
      "speaker": "agent",
      "start_s": 100.5,
      "end_s": 100.8,
      "text_en": "Fifty.",
      "text_native": "पचास।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 26,
      "speaker": "customer",
      "start_s": 101.8,
      "end_s": 103.0,
      "text_en": "Point five zero yes. This one mm",
      "text_native": "पॉइंट फाइव जीरो हां। ये एक एमएम"
    },
    {
      "ucid": "21112178825918351",
      "idx": 27,
      "speaker": "agent",
      "start_s": 103.0,
      "end_s": 103.7,
      "text_en": "Okay. Okay.",
      "text_native": "ठीक है। अच्छा।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 28,
      "speaker": "customer",
      "start_s": 103.7,
      "end_s": 105.5,
      "text_en": "Point six five and point zero five zero.",
      "text_native": "पॉइंट सिक्स फाइव और पॉइंट जीरो फाइव जीरो।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 29,
      "speaker": "agent",
      "start_s": 105.8,
      "end_s": 106.1,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 30,
      "speaker": "customer",
      "start_s": 106.6,
      "end_s": 106.9,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 31,
      "speaker": "agent",
      "start_s": 107.0,
      "end_s": 107.5,
      "text_en": "What is the width?",
      "text_native": "विड्थ कितनी है?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 32,
      "speaker": "customer",
      "start_s": 108.0,
      "end_s": 109.5,
      "text_en": "The width of the coils will be one ninety-nine.",
      "text_native": "विड्थ रहेगी कॉइल्स की वन नाइनटी नाइन।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 33,
      "speaker": "agent",
      "start_s": 109.8,
      "end_s": 111.2,
      "text_en": "One ninety-nine. Do you need it in slit?",
      "text_native": "वन नाइनटी नाइन। स्लिट में चाहिए क्या आपको?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 34,
      "speaker": "customer",
      "start_s": 111.4,
      "end_s": 112.2,
      "text_en": "Yes, in slit.",
      "text_native": "हां जी, स्लिट में।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 35,
      "speaker": "agent",
      "start_s": 112.5,
      "end_s": 113.0,
      "text_en": "Okay. And?",
      "text_native": "अच्छा। और?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 36,
      "speaker": "customer",
      "start_s": 113.4,
      "end_s": 117.5,
      "text_en": "I need one wire rod, the TMT you have, right? In that, there is a flat bar. The thickness will be four mm.",
      "text_native": "एक ये वायर रॉड चाहिए जो आपने टीएमटी है ना? उसमें फ्लैट सरिया रहता है। थिकनेस रहेगी चार एमएम।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 37,
      "speaker": "agent",
      "start_s": 118.1,
      "end_s": 118.7,
      "text_en": "What in TMT?",
      "text_native": "टीएमटी में क्या?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 38,
      "speaker": "customer",
      "start_s": 119.0,
      "end_s": 120.2,
      "text_en": "I need a bar in flat, a flat bar.",
      "text_native": "फ्लैट में सरिया चाहिए, फ्लैट सरिया।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 39,
      "speaker": "agent",
      "start_s": 120.4,
      "end_s": 120.7,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 40,
      "speaker": "customer",
      "start_s": 121.0,
      "end_s": 122.0,
      "text_en": "The one that is square type, right?",
      "text_native": "स्क्वायर टाइप रहता है ना जो?"
    },
    {
      "ucid": "21112178825918351",
      "idx": 41,
      "speaker": "agent",
      "start_s": 122.4,
      "end_s": 123.5,
      "text_en": "Sir, your voice is breaking.",
      "text_native": "सर आपका वॉइस ब्रेक हो रहा है।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 42,
      "speaker": "customer",
      "start_s": 124.3,
      "end_s": 124.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 43,
      "speaker": "customer",
      "start_s": 125.1,
      "end_s": 126.1,
      "text_en": "Okay, you tell me this much then",
      "text_native": "ठीक है आप मेरे को इतना बता दो फिर"
    },
    {
      "ucid": "21112178825918351",
      "idx": 44,
      "speaker": "agent",
      "start_s": 126.1,
      "end_s": 132.8,
      "text_en": "I'll just, I'll WhatsApp you. I'll just write 'hi' on WhatsApp. You then send the requirement there, I will give it according to that. Until then, this HR one and the one you gave for Helix, I will look into that.",
      "text_native": "मैं एक बार, मैं व्हाट्सएप करती हूं आपको। एक बार व्हाट्सएप पे हाय मैं लिख देती हूं। आप फिर वहां पे रिक्वायरमेंट भेज दो, उसके हिसाब से मैं देती हूं। तब तक ये जो एचआर का और इसका जो आपने दिया है हेलिक्स का, वो मैं देखती हूं।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 45,
      "speaker": "customer",
      "start_s": 133.1,
      "end_s": 133.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 46,
      "speaker": "agent",
      "start_s": 134.4,
      "end_s": 134.9,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    },
    {
      "ucid": "21112178825918351",
      "idx": 47,
      "speaker": "customer",
      "start_s": 135.2,
      "end_s": 135.5,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178825918351",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement, what do you want to know about sheets? Your account was registered on our portal, so you have given this for Helix Hotal sheet, given an inquiry.",
      "comment": "Agent correctly referenced the customer's inquiry submitted via the online portal."
    },
    {
      "ucid": "21112178825918351",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "So what you have given me now is four mm, twelve hundred fifty, twenty-five hundred in this. And you have given for eight tons... Is this a live inquiry or sir, do you mean",
      "comment": "Agent confirmed product, thickness/width, and quantity, and probed for timeline, but did not revalidate the delivery location/pincode."
    },
    {
      "ucid": "21112178825918351",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 2,
      "evidence": "Uh sir, can you tell me a little about the company? Are you in manufacturing or in this? ... Which make do you use sir, currently right now?",
      "comment": "Agent successfully discovered the end use (LPG stove parts) and current brands used, but did not ask about monthly tonnage, JSW share, or payment terms."
    },
    {
      "ucid": "21112178825918351",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I will check the inquiry once and then send you the rates.",
      "comment": "Given the complex, multi-item inquiry, the agent correctly committed to reverting with a price after checking the details."
    },
    {
      "ucid": "21112178825918351",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not perform any unnecessary re-pitching and focused entirely on capturing the customer's detailed requirements."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}