{
  "ucid": "21112178851101321",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:06:53",
  "end_time": "2026-09-04 14:08:47",
  "duration_sec": 114,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA947632e4b47f9d257530668c48866d75.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 873,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851101321__DIA947632e4b47f9d257530668c48866d75.mp3",
  "audio_bytes": 293544,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 97.848,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes.\n[3s] CUSTOMER: Tell me, ma'am.   (ಹೇಳಿ ಮೇಡಂ.)\n[4s] AGENT: Sir, this is Soumya from JSW.\n[6s] CUSTOMER: Hello.\n[6s] AGENT: Sir, this is Soumya from JSW.\n[8s] CUSTOMER: Ma'am, tell me, I can hear you. Can you not hear me?   (ಮೇಡಂ ಹೇಳಿ ಹೇಳಿ ಕೇಳಿಸ್ತಿದೆ ಹೇಳಿ. ಕೇಳಿಸ್ತಾ ಇಲ್ವಾ?)\n[10s] AGENT: Yes, tell me.   (ಹಾ ಹೇಳಿ.)\n[11s] CUSTOMER: Hello.\n[12s] CUSTOMER: Ma'am, tell me, ma'am.   (ಮೇಡಂ ಹೇಳಿ ಮೇಡಂ.)\n[13s] AGENT: I am calling from JSW One.   (ನಾನು JSW One ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ.)\n[15s] CUSTOMER: I got it, I got it, tell me ma'am.   (ಗೊತ್ತಾಯ್ತು ಗೊತ್ತಾಯ್ತು ಹೇಳಿ ಮ್ಯಾಮ್.)\n[16s] AGENT: Yes sir, do you have any cement and steel inquiry?   (ಹಾ ಸರ್, ಅದೇ ನಿಮಗೇನಾದ್ರೂ cement ಮತ್ತೆ steel inquiry ಇದ್ಯಾ?)\n[19s] CUSTOMER: Cement, what rate do you send it at, madam?   (Cement ಏನು ರೇಟ್ ಕಳಿಸ್ತೀರಾ ಮೇಡಂ?)\n[21s] AGENT: Which one?   (ಯಾವುದು?)\n[22s] CUSTOMER: JSW. Which one do you have?   (JSW. ನಿಮ್ಗೆ ಯಾವುದು ಇದೆ ನಿಮ್ಮತ್ರ?)\n[23s] AGENT: Do you want OPC 53 or 43?   (OPC 53 ಬೇಕಾ 43 ಬೇಕಾ?)\n[25s] CUSTOMER: What is the 53 grade?   (53 grade ಏನಿದೆ?)\n[26s] AGENT: Where is the delivery, sir?   (ಎಲ್ಲಿ delivery ಸರ್?)\n[27s] CUSTOMER: It's in Devanahalli.   (ಆಲ್ರೆಡಿ ದೇವನಹಳ್ಳಿ.)\n[28s] AGENT: Devanahalli, right?   (ದೇವನಹಳ್ಳಿ ಅಲ್ವಾ?)\n[29s] CUSTOMER: Yes. From Devanahalli, do you know Jangamakote, Vijayapura? It's there.   (ಹೌದು. ದೇವನಹಳ್ಳಿಯಿಂದ ಜಂಗಮಕೋಟೆ ಗೊತ್ತಾ ವಿಜಯಪುರ? ಅಲ್ಲಿದೆ.)\n[32s] AGENT: Yes.   (ಹೌದು.)\n[32s] CUSTOMER: Don't you have my number? You've called from a different number, right?   (ನಿಮ್ ಎಲ್ಲೋ ನಂಬರ್ ಇಲ್ವಾ? ಇದು ಯಾವುದು ಬೇರೆ ನಂಬರ್ ಇಂದ ಮಾಡಿದ್ದೀರಲ್ಲ?)\n[35s] AGENT: This is the number, sir. 290 is there.   (ಇದೆ ಇದೆ ನಂಬರ್ ಸರ್. 290 ಇದೆ.)\n[36s] CUSTOMER: Ma'am, another one had come, right? That is also your number, isn't it?   (ಮೇಡಂ ಇನ್ನೊಂದು ಯಾವುದು ಬಂದಿತ್ತಲ್ಲ? ಅದು ಅದು ನಿಮ್ಮ ನಂಬರೇ ತಾನೇ?)\n[39s] AGENT: Yes.   (ಹೌದು.)\n[39s] CUSTOMER: Okay, okay.   (ಸರಿ ಸರಿ.)\n[40s] AGENT: 290.\n[41s] CUSTOMER: 290, is it? Non-trade, madam. What is the minimum number of bags to take?   (290 ನಾ? ನಾನ್-ಟ್ರೇಡ್ ಮೇಡಂ. ಮಿನಿಮಮ್ ಎಷ್ಟು ಬ್ಯಾಗ್ ತಗೋಬೇಕು?)\n[43s] AGENT: Non-trade, 720 bags.   (ನಾನ್-ಟ್ರೇಡ್, 720 bags.)\n[44s] CUSTOMER: 720, is it?   (720 ನಾ?)\n[45s] AGENT: Correct, full load.   (ಕರೆಕ್ಟ್, ಫುಲ್ ಲೋಡ್.)\n[46s] CUSTOMER: Won't 500 do?   (500 ಬರಲ್ಲ?)\n[47s] AGENT: No sir, we don't give 500. Minimum order quantity is 720 bags.   (ಇಲ್ಲ ಸರ್, 500 ಕೊಡಲ್ಲ. ಮಿನಿಮಮ್ ಆರ್ಡರ್ ಕ್ವಾಂಟಿಟಿ 720 bags.)\n[50s] CUSTOMER: 780, is it? Yes sir, 290, is it?   (780 ನಾ? ಹಾ ಸರ್, 290 ನಾ?)\n[51s] AGENT: 720.\n[52s] CUSTOMER: Okay.\n[52s] AGENT: 720 bags for 290 per bag.   (720 bags ಗೆ 290 per bag.)\n[54s] CUSTOMER: Madam, your voice is breaking. Please check and call back.   (ಮೇಡಂ ವಾಯ್ಸ್ ಬ್ರೇಕ್ ಆಗ್ತಿದೆ. ಸ್ವಲ್ಪ ನೋಡಿ ಕಟ್ ಮಾಡ್ಬಿಟ್ಟು ಮಾಡ್ತೀರಾ?)\n[56s] AGENT: I will call you right back, wait.   (ನಾನು ಈಗ ಕಾಲ್ ಮಾಡ್ತೀನಿ ಇರಿ ನಿಮಗೆ.)\n[58s] CUSTOMER: Okay, okay, okay.   (ಓಕೆ ಓಕೆ ಓಕೆ.)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 44,
  "connected": 1,
  "audio_notes": "noisy: Significant wind noise throughout the call, especially on the customer's side, which sometimes makes speech a bit unclear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "44 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "You missed the opportunity to build on the customer's existing interest by not acknowledging their platform submission. Start by saying 'I'm calling about the cement requirement you placed on our platform' to have a much warmer conversation.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer inquired about the price for JSW cement for a non-trade purpose in the Devanahalli area. The agent quoted a price of 290 per bag with a minimum order quantity of 720 bags. The call ended prematurely due to a poor audio connection, with the agent promising to call back.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened the call with a generic inquiry ('do you have any cement and steel inquiry?'), not by acknowledging a specific requirement from the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent confirmed product/grade ('OPC 53 or 43?') and location ('Where is the delivery, sir?'), but did not revalidate quantity or ask about timeline, hitting only 2 of the required fields.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's end use, monthly requirement, or current procurement.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"720 bags for 290 per bag.\", \"comment\": \"The agent provided a specific delivered price and the associated minimum quantity.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you want OPC 53 or 43?\", \"comment\": \"After the initial opening, the agent correctly focused only on the customer's stated need for cement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to build on the customer's existing interest by not acknowledging their platform submission. Start by saying 'I'm calling about the cement requirement you placed on our platform' to have a much warmer conversation.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": [], \"call_summary\": \"The customer inquired about the price for JSW cement for a non-trade purpose in the Devanahalli area. The agent quoted a price of 290 per bag with a minimum order quantity of 720 bags. The call ended prematurely due to a poor audio connection, with the agent promising to call back.\"}",
  "error": null,
  "latency_ms": 42990,
  "input_tokens": 3908,
  "output_tokens": 695,
  "created_at": "2026-09-25 11:32:19",
  "sentiment": "neutral",
  "sentiment_score": -0.038,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 5,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.453,
  "agent_talk_sec": 21.3,
  "customer_talk_sec": 25.7,
  "dead_air_sec": 67.0,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 262.0,
  "interruptions": 0,
  "agent_turns": 21,
  "customer_turns": 23,
  "discovery_qs": 5,
  "words_agent": 93,
  "words_customer": 135,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851101321",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 0.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851101321",
      "idx": 1,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851101321",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851101321",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.5,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178851101321",
      "idx": 4,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.4,
      "text_en": "Tell me, ma'am.",
      "text_native": "ಹೇಳಿ ಮೇಡಂ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 5.5,
      "text_en": "Sir, this is Soumya from JSW.",
      "text_native": "Sir, this is Soumya from JSW."
    },
    {
      "ucid": "21112178851101321",
      "idx": 6,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 6.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851101321",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 7.8,
      "text_en": "Sir, this is Soumya from JSW.",
      "text_native": "Sir, this is Soumya from JSW."
    },
    {
      "ucid": "21112178851101321",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.2,
      "end_s": 10.2,
      "text_en": "Ma'am, tell me, I can hear you. Can you not hear me?",
      "text_native": "ಮೇಡಂ ಹೇಳಿ ಹೇಳಿ ಕೇಳಿಸ್ತಿದೆ ಹೇಳಿ. ಕೇಳಿಸ್ತಾ ಇಲ್ವಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 11.0,
      "text_en": "Yes, tell me.",
      "text_native": "ಹಾ ಹೇಳಿ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 10,
      "speaker": "customer",
      "start_s": 11.1,
      "end_s": 11.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851101321",
      "idx": 11,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.5,
      "text_en": "Ma'am, tell me, ma'am.",
      "text_native": "ಮೇಡಂ ಹೇಳಿ ಮೇಡಂ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 12,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 14.5,
      "text_en": "I am calling from JSW One.",
      "text_native": "ನಾನು JSW One ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 13,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 16.2,
      "text_en": "I got it, I got it, tell me ma'am.",
      "text_native": "ಗೊತ್ತಾಯ್ತು ಗೊತ್ತಾಯ್ತು ಹೇಳಿ ಮ್ಯಾಮ್."
    },
    {
      "ucid": "21112178851101321",
      "idx": 14,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 18.5,
      "text_en": "Yes sir, do you have any cement and steel inquiry?",
      "text_native": "ಹಾ ಸರ್, ಅದೇ ನಿಮಗೇನಾದ್ರೂ cement ಮತ್ತೆ steel inquiry ಇದ್ಯಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 15,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 20.5,
      "text_en": "Cement, what rate do you send it at, madam?",
      "text_native": "Cement ಏನು ರೇಟ್ ಕಳಿಸ್ತೀರಾ ಮೇಡಂ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 16,
      "speaker": "agent",
      "start_s": 20.9,
      "end_s": 21.4,
      "text_en": "Which one?",
      "text_native": "ಯಾವುದು?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 17,
      "speaker": "customer",
      "start_s": 21.6,
      "end_s": 23.0,
      "text_en": "JSW. Which one do you have?",
      "text_native": "JSW. ನಿಮ್ಗೆ ಯಾವುದು ಇದೆ ನಿಮ್ಮತ್ರ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 18,
      "speaker": "agent",
      "start_s": 23.3,
      "end_s": 24.5,
      "text_en": "Do you want OPC 53 or 43?",
      "text_native": "OPC 53 ಬೇಕಾ 43 ಬೇಕಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 19,
      "speaker": "customer",
      "start_s": 24.8,
      "end_s": 25.8,
      "text_en": "What is the 53 grade?",
      "text_native": "53 grade ಏನಿದೆ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 20,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 27.0,
      "text_en": "Where is the delivery, sir?",
      "text_native": "ಎಲ್ಲಿ delivery ಸರ್?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 21,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 28.2,
      "text_en": "It's in Devanahalli.",
      "text_native": "ಆಲ್ರೆಡಿ ದೇವನಹಳ್ಳಿ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 22,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 29.1,
      "text_en": "Devanahalli, right?",
      "text_native": "ದೇವನಹಳ್ಳಿ ಅಲ್ವಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 23,
      "speaker": "customer",
      "start_s": 29.3,
      "end_s": 31.8,
      "text_en": "Yes. From Devanahalli, do you know Jangamakote, Vijayapura? It's there.",
      "text_native": "ಹೌದು. ದೇವನಹಳ್ಳಿಯಿಂದ ಜಂಗಮಕೋಟೆ ಗೊತ್ತಾ ವಿಜಯಪುರ? ಅಲ್ಲಿದೆ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 24,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 32.3,
      "text_en": "Yes.",
      "text_native": "ಹೌದು."
    },
    {
      "ucid": "21112178851101321",
      "idx": 25,
      "speaker": "customer",
      "start_s": 32.4,
      "end_s": 34.5,
      "text_en": "Don't you have my number? You've called from a different number, right?",
      "text_native": "ನಿಮ್ ಎಲ್ಲೋ ನಂಬರ್ ಇಲ್ವಾ? ಇದು ಯಾವುದು ಬೇರೆ ನಂಬರ್ ಇಂದ ಮಾಡಿದ್ದೀರಲ್ಲ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 26,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 36.2,
      "text_en": "This is the number, sir. 290 is there.",
      "text_native": "ಇದೆ ಇದೆ ನಂಬರ್ ಸರ್. 290 ಇದೆ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 27,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 38.5,
      "text_en": "Ma'am, another one had come, right? That is also your number, isn't it?",
      "text_native": "ಮೇಡಂ ಇನ್ನೊಂದು ಯಾವುದು ಬಂದಿತ್ತಲ್ಲ? ಅದು ಅದು ನಿಮ್ಮ ನಂಬರೇ ತಾನೇ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 28,
      "speaker": "agent",
      "start_s": 38.7,
      "end_s": 39.0,
      "text_en": "Yes.",
      "text_native": "ಹೌದು."
    },
    {
      "ucid": "21112178851101321",
      "idx": 29,
      "speaker": "customer",
      "start_s": 39.3,
      "end_s": 39.8,
      "text_en": "Okay, okay.",
      "text_native": "ಸರಿ ಸರಿ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 30,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 40.5,
      "text_en": "290.",
      "text_native": "290."
    },
    {
      "ucid": "21112178851101321",
      "idx": 31,
      "speaker": "customer",
      "start_s": 40.8,
      "end_s": 42.8,
      "text_en": "290, is it? Non-trade, madam. What is the minimum number of bags to take?",
      "text_native": "290 ನಾ? ನಾನ್-ಟ್ರೇಡ್ ಮೇಡಂ. ಮಿನಿಮಮ್ ಎಷ್ಟು ಬ್ಯಾಗ್ ತಗೋಬೇಕು?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 32,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 44.0,
      "text_en": "Non-trade, 720 bags.",
      "text_native": "ನಾನ್-ಟ್ರೇಡ್, 720 bags."
    },
    {
      "ucid": "21112178851101321",
      "idx": 33,
      "speaker": "customer",
      "start_s": 44.2,
      "end_s": 44.8,
      "text_en": "720, is it?",
      "text_native": "720 ನಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 34,
      "speaker": "agent",
      "start_s": 45.0,
      "end_s": 45.8,
      "text_en": "Correct, full load.",
      "text_native": "ಕರೆಕ್ಟ್, ಫುಲ್ ಲೋಡ್."
    },
    {
      "ucid": "21112178851101321",
      "idx": 35,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 46.8,
      "text_en": "Won't 500 do?",
      "text_native": "500 ಬರಲ್ಲ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 36,
      "speaker": "agent",
      "start_s": 47.0,
      "end_s": 49.5,
      "text_en": "No sir, we don't give 500. Minimum order quantity is 720 bags.",
      "text_native": "ಇಲ್ಲ ಸರ್, 500 ಕೊಡಲ್ಲ. ಮಿನಿಮಮ್ ಆರ್ಡರ್ ಕ್ವಾಂಟಿಟಿ 720 bags."
    },
    {
      "ucid": "21112178851101321",
      "idx": 37,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 50.8,
      "text_en": "780, is it? Yes sir, 290, is it?",
      "text_native": "780 ನಾ? ಹಾ ಸರ್, 290 ನಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 38,
      "speaker": "agent",
      "start_s": 51.0,
      "end_s": 51.5,
      "text_en": "720.",
      "text_native": "720."
    },
    {
      "ucid": "21112178851101321",
      "idx": 39,
      "speaker": "customer",
      "start_s": 51.8,
      "end_s": 52.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178851101321",
      "idx": 40,
      "speaker": "agent",
      "start_s": 52.3,
      "end_s": 53.8,
      "text_en": "720 bags for 290 per bag.",
      "text_native": "720 bags ಗೆ 290 per bag."
    },
    {
      "ucid": "21112178851101321",
      "idx": 41,
      "speaker": "customer",
      "start_s": 54.0,
      "end_s": 56.0,
      "text_en": "Madam, your voice is breaking. Please check and call back.",
      "text_native": "ಮೇಡಂ ವಾಯ್ಸ್ ಬ್ರೇಕ್ ಆಗ್ತಿದೆ. ಸ್ವಲ್ಪ ನೋಡಿ ಕಟ್ ಮಾಡ್ಬಿಟ್ಟು ಮಾಡ್ತೀರಾ?"
    },
    {
      "ucid": "21112178851101321",
      "idx": 42,
      "speaker": "agent",
      "start_s": 56.2,
      "end_s": 57.8,
      "text_en": "I will call you right back, wait.",
      "text_native": "ನಾನು ಈಗ ಕಾಲ್ ಮಾಡ್ತೀನಿ ಇರಿ ನಿಮಗೆ."
    },
    {
      "ucid": "21112178851101321",
      "idx": 43,
      "speaker": "customer",
      "start_s": 58.0,
      "end_s": 58.8,
      "text_en": "Okay, okay, okay.",
      "text_native": "ಓಕೆ ಓಕೆ ಓಕೆ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851101321",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent opened the call with a generic inquiry ('do you have any cement and steel inquiry?'), not by acknowledging a specific requirement from the platform."
    },
    {
      "ucid": "21112178851101321",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "The agent confirmed product/grade ('OPC 53 or 43?') and location ('Where is the delivery, sir?'), but did not revalidate quantity or ask about timeline, hitting only 2 of the required fields."
    },
    {
      "ucid": "21112178851101321",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's end use, monthly requirement, or current procurement."
    },
    {
      "ucid": "21112178851101321",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "720 bags for 290 per bag.",
      "comment": "The agent provided a specific delivered price and the associated minimum quantity."
    },
    {
      "ucid": "21112178851101321",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Do you want OPC 53 or 43?",
      "comment": "After the initial opening, the agent correctly focused only on the customer's stated need for cement."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}