{
  "ucid": "21112178843043781",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:43:57",
  "end_time": "2026-09-03 15:46:22",
  "duration_sec": 145,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb0924c61429d8216deb89370815f1422.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1024,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843043781__DIAb0924c61429d8216deb89370815f1422.mp3",
  "audio_bytes": 327240,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 109.08,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (ஹலோ?)\n[2s] AGENT: Hello, vanakkam sir.   (ஹலோ, வணக்கம் சார்.)\n[3s] CUSTOMER: Welcome.   (வாங்க.)\n[3s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform.   (சார், நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து.)\n[5s] CUSTOMER: From where?   (எங்க இருந்து?)\n[6s] AGENT: From the JSW One platform.   (JSW One பிளாட்பார்ம்ல இருந்து.)\n[8s] CUSTOMER: Ah, tell me sir. Sir, if we want to purchase metal from you, how, to which mail ID should we send, how to contact?   (ஆ, சொல்லுங்க சார். சார், இப்ப நாங்க உங்களுக்கு மெட்டல் பர்ச்சேஸ் பண்றதுன்னா எப்படி, எந்த மெயில் ஐடிக்கு அனுப்புறது, எப்படி காண்டாக்ட் பண்றது?)\n[12s] AGENT: Oh, okay okay. For that only sir.   (ஓ, ஓகே ஓகே. அதுக்கு தான் சார்.)\n[13s] CUSTOMER: You are sending on WhatsApp, it's coming on mail, but when we have some, when we have some requirement and contact, I contacted last time, two or three people picked up and said there is no metal stock. Then I purchased locally. Now if a requirement comes next time, how, is there any godown locally in Chennai?   (நீங்க வாட்ஸ்அப்ல வருது, மெயில்ல வருது, பட் ஆனா நாங்க ஏதாவது, நாங்க ஏதாவது ரெக்யுயர்மென்ட் வரும்போது காண்டாக்ட் பண்ணா, நான் லாஸ்ட் டைம் காண்டாக்ட் பண்ணேன், ரெண்டு மூணு பேர் எடுத்து மெட்டல் ஸ்டாக் இல்லைன்ட்டாங்க. அப்பறம் நான் லோக்கல்ல பர்ச்சேஸ் பண்ணேன். இப்ப நெக்ஸ்ட் டைம் ரெக்யுயர்மென்ட் வந்தா எப்படி, லோக்கல்ல ஏதாவது கொடோன் இருக்கா சென்னையில?)\n[22s] AGENT: We have yards in Chennai, in Coimbatore. Through the yards, we give to locals and supply from there.   (நமக்கு சென்னையில, கோயம்புத்தூர்ல யார்ட்ஸ் இருக்கு. யார்ட்ஸ் வழி நம்ம லோக்கல்ஸ்க்கு குடுத்து அங்க இருந்து சப்ளை பண்ணுவோம்.)\n[26s] CUSTOMER: But from where will you do the billing, the billing?   (ஆனா பில்லிங் எங்க இருந்து பண்ணுவீங்க, பில்லிங்?)\n[28s] AGENT: Billing is from JSW only.   (பில்லிங் JSWல தான்.)\n[29s] CUSTOMER: JSW Bombay office?   (JSW பாம்பே ஆபிஸா?)\n[30s] AGENT: Bombay office, yes.   (பாம்பே ஆபிஸ், ஆமா.)\n[31s] CUSTOMER: Oh, billing from there, can we collect the material here?   (ஓ, அங்க இருந்து பில்லிங், மெட்டீரியல் இங்க கலெக்ட் பண்ணிக்கலாமா?)\n[33s] AGENT: Correct, correct. That's it.   (கரெக்ட், கரெக்ட். அது தான்.)\n[34s] CUSTOMER: Okay, okay. Please mail me those details.   (ஓகே, ஓகே. எனக்கு அந்த டீடெயில் கொஞ்சம் மெயில் பண்ணுங்க.)\n[36s] AGENT: Okay sir, that's it, I have just joined here, I came to handle the South India region. So for that, I got your contact here 9841242806, that is your WhatsApp number, right?   (சரி சார், நான் அது தான், இப்போ தான் நான் இங்க ஜாயின் ஆச்சேன், சவுத் இந்தியா ரீஜியன் ஹேண்டில் பண்றதுக்கு வந்தேன். அப்போ அதுக்கு தான் இப்போ உங்க காண்டாக்ட் இங்க கிடைச்ச 9841242806, அது உங்க வாட்ஸ்அப் நம்பர் தானே?)\n[43s] CUSTOMER: Yes, yes sir, yes sir. That is the WhatsApp number.   (ஆம், யெஸ் சார், யெஸ் சார். அது வாட்ஸ்அப் நம்பர் தான்.)\n[45s] AGENT: Yes sir. Then I will send a message to this number on WhatsApp. You also send the details. We can work this out, no problem sir.   (ஆமா சார். அப்போ நான் இந்த நம்பர்க்கு நான் வாட்ஸ்அப்ல மெசேஜ் அனுப்புறேன். நீங்க டீடெயில்ஸும் அனுப்புங்க. நமக்கு இது வொர்க் அவுட் பண்ணலாம், பரவாயில்லை சார்.)\n[49s] CUSTOMER: Okay, okay. I don't have it now, not this month, it will come only next month. We have already purchased for this month.   (ஓகே, ஓகே. நான் இப்ப இருக்காது, இந்த மன்த் இருக்காது, நெக்ஸ்ட் மன்த் தான் வரும். இந்த மன்த் பர்ச்சேஸ் பண்ணிட்டோம் ஆல்ரெடி.)\n[52s] AGENT: No problem, no problem, no problem.   (பரவாயில்லை, பரவாயில்லை, பரவாயில்லை.)\n[54s] CUSTOMER: But for next month, to whom should I mail, please send me the bank details and everything.   (ஆனா நெக்ஸ்ட் மன்த்ல யாருக்கு மெயில் பண்ணனும், பேங்க் டீடெயில் எல்லாமே எனக்கு அனுப்புங்க ப்ளீஸ்.)\n[57s] AGENT: We will send everything, sir. We will send everything.   (எல்லாமே அனுப்பிடுவோம் சார். எல்லாமே அனுப்பிடுவோம்.)\n[58s] CUSTOMER: Okay, okay, thank you.   (ஓகே, ஓகே, தேங்க்யூ.)\n[59s] AGENT: Okay sir, thank you. What is your name, sir?   (ஓகே சார், தேங்க்யூ. உங்க பேர் என்ன சார்?)\n[101s] CUSTOMER: My name is Kalaiselvan. Is your name Devan?   (என்னுடைய நேம் கலைச்செல்வன். உங்க நேம் தேவனா?)\n[102s] AGENT: Kalaiselvan. My name is Jeevan.   (கலைச்செல்வன். என் பேரு ஜீவன்.)\n[104s] CUSTOMER: Jeevan, okay okay, I will store it.   (ஜீவன், ஓகே ஓகே, நான் ஸ்டோர் பண்ணிக்கிறேன்.)\n[105s] AGENT: Okay. Alright sir, thank you.   (ஓகே. சரி சார், தேங்க்யூ.)",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 30,
  "connected": 1,
  "audio_notes": "clear: Minor crosstalk occurs around 25 seconds where the customer speaks over the agent, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "30 turns, clean transcript (0% inaudible)",
  "band_language": "Tamil",
  "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 allowed the customer to control the entire call. You must follow the structure, especially asking discovery questions, to understand the business need before offering a solution.",
  "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 was highly proactive, immediately asking how to purchase and raising a past issue with stock availability. The agent confirmed local yards exist but was entirely reactive, failing to perform any discovery or qualify the customer's future requirement. The call ended with the agent promising to send company details for a potential purchase next month, which the customer initiated.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am Jeevan speaking, from the JSW One platform.\", \"comment\": \"Agent identified self and company but did not use the customer's name or ask for permission before the customer took control of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead immediately reacting to the customer's inbound question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, manufacturing, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to determine the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if a requirement exists; the customer volunteered this information, and the agent failed to qualify the future need (no grade, size, qty).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We will send everything, sir. We will send everything.\", \"comment\": \"Agent agreed to the customer's request to send company details and contact information via WhatsApp as a next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer to control the entire call. You must follow the structure, especially asking discovery questions, to understand the business need before offering a solution.\", \"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\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"I contacted last time, two or three people picked up and said there is no metal stock. Then I purchased locally.\", \"response\": \"We have yards in Chennai, in Coimbatore. Through the yards, we give to locals and supply from there.\"}], \"call_summary\": \"The customer was highly proactive, immediately asking how to purchase and raising a past issue with stock availability. The agent confirmed local yards exist but was entirely reactive, failing to perform any discovery or qualify the customer's future requirement. The call ended with the agent promising to send company details for a potential purchase next month, which the customer initiated.\"}",
  "error": null,
  "latency_ms": 38302,
  "input_tokens": 4011,
  "output_tokens": 826,
  "created_at": "2026-09-25 11:38:49",
  "sentiment": "positive",
  "sentiment_score": 0.61,
  "sentiment_confidence": "high",
  "pos": 13,
  "neg": 3,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.677,
  "agent_talk_sec": 68.0,
  "customer_talk_sec": 32.4,
  "dead_air_sec": 44.6,
  "longest_monologue_sec": 41.2,
  "agent_wpm": 129.7,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 15,
  "discovery_qs": 2,
  "words_agent": 147,
  "words_customer": 184,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843043781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.24,
      "text_en": "Hello?",
      "text_native": "ஹலோ?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.74,
      "end_s": 2.54,
      "text_en": "Hello, vanakkam sir.",
      "text_native": "ஹலோ, வணக்கம் சார்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.54,
      "end_s": 3.0,
      "text_en": "Welcome.",
      "text_native": "வாங்க."
    },
    {
      "ucid": "21112178843043781",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.2,
      "end_s": 5.24,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "text_native": "சார், நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178843043781",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.44,
      "end_s": 6.0,
      "text_en": "From where?",
      "text_native": "எங்க இருந்து?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 7.24,
      "text_en": "From the JSW One platform.",
      "text_native": "JSW One பிளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178843043781",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.54,
      "end_s": 11.84,
      "text_en": "Ah, tell me sir. Sir, if we want to purchase metal from you, how, to which mail ID should we send, how to contact?",
      "text_native": "ஆ, சொல்லுங்க சார். சார், இப்ப நாங்க உங்களுக்கு மெட்டல் பர்ச்சேஸ் பண்றதுன்னா எப்படி, எந்த மெயில் ஐடிக்கு அனுப்புறது, எப்படி காண்டாக்ட் பண்றது?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.24,
      "end_s": 13.24,
      "text_en": "Oh, okay okay. For that only sir.",
      "text_native": "ஓ, ஓகே ஓகே. அதுக்கு தான் சார்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.24,
      "end_s": 21.84,
      "text_en": "You are sending on WhatsApp, it's coming on mail, but when we have some, when we have some requirement and contact, I contacted last time, two or three people picked up and said there is no metal stock. Then I purchased locally. Now if a requirement comes next time, how, is there any godown locally in Chennai?",
      "text_native": "நீங்க வாட்ஸ்அப்ல வருது, மெயில்ல வருது, பட் ஆனா நாங்க ஏதாவது, நாங்க ஏதாவது ரெக்யுயர்மென்ட் வரும்போது காண்டாக்ட் பண்ணா, நான் லாஸ்ட் டைம் காண்டாக்ட் பண்ணேன், ரெண்டு மூணு பேர் எடுத்து மெட்டல் ஸ்டாக் இல்லைன்ட்டாங்க. அப்பறம் நான் லோக்கல்ல பர்ச்சேஸ் பண்ணேன். இப்ப நெக்ஸ்ட் டைம் ரெக்யுயர்மென்ட் வந்தா எப்படி, லோக்கல்ல ஏதாவது கொடோன் இருக்கா சென்னையில?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.44,
      "end_s": 25.84,
      "text_en": "We have yards in Chennai, in Coimbatore. Through the yards, we give to locals and supply from there.",
      "text_native": "நமக்கு சென்னையில, கோயம்புத்தூர்ல யார்ட்ஸ் இருக்கு. யார்ட்ஸ் வழி நம்ம லோக்கல்ஸ்க்கு குடுத்து அங்க இருந்து சப்ளை பண்ணுவோம்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 10,
      "speaker": "customer",
      "start_s": 25.84,
      "end_s": 27.24,
      "text_en": "But from where will you do the billing, the billing?",
      "text_native": "ஆனா பில்லிங் எங்க இருந்து பண்ணுவீங்க, பில்லிங்?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.64,
      "end_s": 28.44,
      "text_en": "Billing is from JSW only.",
      "text_native": "பில்லிங் JSWல தான்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.64,
      "end_s": 29.54,
      "text_en": "JSW Bombay office?",
      "text_native": "JSW பாம்பே ஆபிஸா?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 13,
      "speaker": "agent",
      "start_s": 29.64,
      "end_s": 30.34,
      "text_en": "Bombay office, yes.",
      "text_native": "பாம்பே ஆபிஸ், ஆமா."
    },
    {
      "ucid": "21112178843043781",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.64,
      "end_s": 32.84,
      "text_en": "Oh, billing from there, can we collect the material here?",
      "text_native": "ஓ, அங்க இருந்து பில்லிங், மெட்டீரியல் இங்க கலெக்ட் பண்ணிக்கலாமா?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.94,
      "end_s": 33.84,
      "text_en": "Correct, correct. That's it.",
      "text_native": "கரெக்ட், கரெக்ட். அது தான்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 16,
      "speaker": "customer",
      "start_s": 34.24,
      "end_s": 35.84,
      "text_en": "Okay, okay. Please mail me those details.",
      "text_native": "ஓகே, ஓகே. எனக்கு அந்த டீடெயில் கொஞ்சம் மெயில் பண்ணுங்க."
    },
    {
      "ucid": "21112178843043781",
      "idx": 17,
      "speaker": "agent",
      "start_s": 36.04,
      "end_s": 42.84,
      "text_en": "Okay sir, that's it, I have just joined here, I came to handle the South India region. So for that, I got your contact here 9841242806, that is your WhatsApp number, right?",
      "text_native": "சரி சார், நான் அது தான், இப்போ தான் நான் இங்க ஜாயின் ஆச்சேன், சவுத் இந்தியா ரீஜியன் ஹேண்டில் பண்றதுக்கு வந்தேன். அப்போ அதுக்கு தான் இப்போ உங்க காண்டாக்ட் இங்க கிடைச்ச 9841242806, அது உங்க வாட்ஸ்அப் நம்பர் தானே?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.84,
      "end_s": 44.54,
      "text_en": "Yes, yes sir, yes sir. That is the WhatsApp number.",
      "text_native": "ஆம், யெஸ் சார், யெஸ் சார். அது வாட்ஸ்அப் நம்பர் தான்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 19,
      "speaker": "agent",
      "start_s": 44.54,
      "end_s": 48.84,
      "text_en": "Yes sir. Then I will send a message to this number on WhatsApp. You also send the details. We can work this out, no problem sir.",
      "text_native": "ஆமா சார். அப்போ நான் இந்த நம்பர்க்கு நான் வாட்ஸ்அப்ல மெசேஜ் அனுப்புறேன். நீங்க டீடெயில்ஸும் அனுப்புங்க. நமக்கு இது வொர்க் அவுட் பண்ணலாம், பரவாயில்லை சார்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 20,
      "speaker": "customer",
      "start_s": 49.04,
      "end_s": 52.24,
      "text_en": "Okay, okay. I don't have it now, not this month, it will come only next month. We have already purchased for this month.",
      "text_native": "ஓகே, ஓகே. நான் இப்ப இருக்காது, இந்த மன்த் இருக்காது, நெக்ஸ்ட் மன்த் தான் வரும். இந்த மன்த் பர்ச்சேஸ் பண்ணிட்டோம் ஆல்ரெடி."
    },
    {
      "ucid": "21112178843043781",
      "idx": 21,
      "speaker": "agent",
      "start_s": 52.34,
      "end_s": 53.54,
      "text_en": "No problem, no problem, no problem.",
      "text_native": "பரவாயில்லை, பரவாயில்லை, பரவாயில்லை."
    },
    {
      "ucid": "21112178843043781",
      "idx": 22,
      "speaker": "customer",
      "start_s": 53.54,
      "end_s": 56.84,
      "text_en": "But for next month, to whom should I mail, please send me the bank details and everything.",
      "text_native": "ஆனா நெக்ஸ்ட் மன்த்ல யாருக்கு மெயில் பண்ணனும், பேங்க் டீடெயில் எல்லாமே எனக்கு அனுப்புங்க ப்ளீஸ்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 23,
      "speaker": "agent",
      "start_s": 57.04,
      "end_s": 58.24,
      "text_en": "We will send everything, sir. We will send everything.",
      "text_native": "எல்லாமே அனுப்பிடுவோம் சார். எல்லாமே அனுப்பிடுவோம்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 24,
      "speaker": "customer",
      "start_s": 58.44,
      "end_s": 59.24,
      "text_en": "Okay, okay, thank you.",
      "text_native": "ஓகே, ஓகே, தேங்க்யூ."
    },
    {
      "ucid": "21112178843043781",
      "idx": 25,
      "speaker": "agent",
      "start_s": 59.34,
      "end_s": 100.54,
      "text_en": "Okay sir, thank you. What is your name, sir?",
      "text_native": "ஓகே சார், தேங்க்யூ. உங்க பேர் என்ன சார்?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 26,
      "speaker": "customer",
      "start_s": 100.74,
      "end_s": 102.24,
      "text_en": "My name is Kalaiselvan. Is your name Devan?",
      "text_native": "என்னுடைய நேம் கலைச்செல்வன். உங்க நேம் தேவனா?"
    },
    {
      "ucid": "21112178843043781",
      "idx": 27,
      "speaker": "agent",
      "start_s": 102.34,
      "end_s": 103.54,
      "text_en": "Kalaiselvan. My name is Jeevan.",
      "text_native": "கலைச்செல்வன். என் பேரு ஜீவன்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 28,
      "speaker": "customer",
      "start_s": 103.74,
      "end_s": 105.24,
      "text_en": "Jeevan, okay okay, I will store it.",
      "text_native": "ஜீவன், ஓகே ஓகே, நான் ஸ்டோர் பண்ணிக்கிறேன்."
    },
    {
      "ucid": "21112178843043781",
      "idx": 29,
      "speaker": "agent",
      "start_s": 105.24,
      "end_s": 106.54,
      "text_en": "Okay. Alright sir, thank you.",
      "text_native": "ஓகே. சரி சார், தேங்க்யூ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178843043781",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "comment": "Agent identified self and company but did not use the customer's name or ask for permission before the customer took control of the call."
    },
    {
      "ucid": "21112178843043781",
      "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 deliver a supply or price hook, instead immediately reacting to the customer's inbound question."
    },
    {
      "ucid": "21112178843043781",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions about the customer's business, manufacturing, volume, or current suppliers."
    },
    {
      "ucid": "21112178843043781",
      "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 as no discovery was conducted to determine the customer's needs."
    },
    {
      "ucid": "21112178843043781",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask if a requirement exists; the customer volunteered this information, and the agent failed to qualify the future need (no grade, size, qty)."
    },
    {
      "ucid": "21112178843043781",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "We will send everything, sir. We will send everything.",
      "comment": "Agent agreed to the customer's request to send company details and contact information via WhatsApp as a next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178843043781",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "I contacted last time, two or three people picked up and said there is no metal stock. Then I purchased locally.",
      "response": "We have yards in Chennai, in Coimbatore. Through the yards, we give to locals and supply from there."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}