{
  "ucid": "21112178875942431",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 11:07:04",
  "end_time": "2026-09-07 11:10:07",
  "duration_sec": 183,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA06df2d6662a5ce8179710a783b29dfa0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 767,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875942431__DIA06df2d6662a5ce8179710a783b29dfa0.mp3",
  "audio_bytes": 506952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 168.984,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello, Mr. Sunil from Skyworld Buildware?\n[8s] CUSTOMER: Yes.   (हां जी।)\n[8s] AGENT: Yes Sunil ji, very good morning, this is Sudeep speaking from JSW One, from the Mumbai head office.   (हां सुनील जी, very good morning, सुदीप बोल रहा हूं JSW One से, मुंबई हेड ऑफिस से।)\n[12s] CUSTOMER: From where?   (कहां से?)\n[12s] AGENT: I'm calling from JSW One MSME, sir, Mumbai head office.   (JSW One MSME से बोल रहा हूं सर, मुंबई हेड ऑफिस।)\n[15s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[16s] AGENT: Your company was registered on our portal, sir. This was a follow-up call regarding your steel procurement. Actually, I can see that you have recently created an inquiry in the system.   (ये आपका कंपनी रजिस्टर हुआ था सर पोर्टल पर हमारे। आपके steel procurement को लेके follow-up call था। Actually I can see कि आपने recently एक inquiry बनाई है अभी सिस्टम में।)\n[20s] CUSTOMER: Hmm.   (हम्म।)\n[20s] AGENT: Can you tell me which material you need?   (आप बता सकते हैं आपको कौनसा material चाहिए?)\n[22s] CUSTOMER: We, sir, will get it from Jalna, ours is in Karnataka, sir.   (हमें सर, जालना से करवाएंगे, हमारा कर्नाटक में है सर।)\n[25s] AGENT: Which material is this, sir?   (कौनसा material है सर ये?)\n[26s] CUSTOMER: TMT, any will do, sir.   (TMT कोई भी चलेगा सर।)\n[28s] AGENT: TMT. Okay. And what are the sizes? Are you looking for primary or will secondary also work for you?   (TMT. Okay. और क्या sizes है? Primary में देख रहे हो कि secondary भी चलेगा आपको?)\n[31s] CUSTOMER: In secondary.   (Secondary में।)\n[32s] AGENT: You need secondary. Okay. Is any specific make approved for you?   (Secondary चाहिए। Okay. Any specific make आपका approved है?)\n[34s] CUSTOMER: Hmm.   (हम्म।)\n[36s] AGENT: What, sir?   (क्या सर?)\n[36s] AGENT: Is any specific make approved for you in secondary?   (कोई specific make approved है आपका secondary में?)\n[38s] CUSTOMER: What is it?   (क्या है?)\n[39s] AGENT: Sunil ji, I am sending you a 'hi' on WhatsApp. In the inquiry that you have created, I cannot see your volume. I can't see the sizes either.   (मैं ना सुनील जी आपको WhatsApp पे हाय लिख के भेज रहा हूं। आपने जो inquiry बनाई है ना, उसमें मुझे volume नहीं दिख रहा आपका। Sizes भी नहीं दिख रहे।)\n[44s] CUSTOMER: No no, that is there, what, whose proof are you talking about?   (नहीं नहीं, वो तो है, क्या, किसका प्रूफ कह रहे मतलब?)\n[46s] AGENT: The inquiry that you have created, okay, through our app, your size and volume are not visible in it. Can you tell me what sizes you require?   (आपने जो inquiry बनाई है ना, ठीक है, हमारे app के through, उसमें आपका size और volume नहीं दिख रहा है। आप मुझे बता सकते हो आपकी sizes क्या required है?)\n[50s] CUSTOMER: The sizes, sir, are 8 mm, 10 mm, 12 mm, 16 mm.   (Size सर है 8 mm, 10 mm, 12 mm, 16 mm.)\n[53s] AGENT: 8 mm, 10 mm, 12 mm, 16 mm. Okay. How much 8 mm do you need?   (8 mm, 10 mm, 12 mm, 16 mm. Okay. 8 mm कितना चाहिए आपको?)\n[55s] CUSTOMER: I need 8 mm, sir, 6 tons.   (8 mm चाहिए सर 6 ton.)\n[57s] AGENT: 6 tons. 10 mm?   (6 ton. 10 mm?)\n[58s] CUSTOMER: 10 mm, 8 tons.   (10 mm 8 ton.)\n[59s] AGENT: 12 mm?\n[60s] CUSTOMER: 9 tons.   (9 ton.)\n[60s] AGENT: 16 mm?\n[61s] CUSTOMER: 3 tons.   (3 ton.)\n[62s] AGENT: 3 tons. Okay. And you need this in Fe 550D grade only, right?   (3 ton. Okay. और ये Fe 550D grade में ही चाहिए ना?)\n[64s] CUSTOMER: Yes, 550D.   (हां, 550D.)\n[65s] AGENT: Fe 550D. And you are looking for a secondary make, correct?   (Fe 550D. और secondary make आप देख रहे हो, बराबर?)\n[68s] CUSTOMER: Yes.   (हां जी।)\n[68s] AGENT: Okay. And where will the delivery be for this?   (Okay. और delivery कहां पे रहेगी इसकी?)\n[70s] CUSTOMER: This, sir, in Bengaluru.   (ये सर, Bengaluru में।)\n[71s] AGENT: This address that you have entered, First Floor, Ruka Manna Building, Shop Number One, Bengaluru, correct?   (ये आपने जो address डाला हुआ है, First Floor, Ruka Manna Building, Shop Number One, Bengaluru, बराबर?)\n[75s] CUSTOMER: This is our office, sir.   (ये office है सर हमारा।)\n[76s] AGENT: So where will the delivery be?   (तो delivery कहां पे रहेगी?)\n[77s] CUSTOMER: In Peenya.   (Peenya में।)\n[78s] AGENT: What, sorry?   (क्या, sorry?)\n[79s] CUSTOMER: Peenya, Peenya, Bengaluru, Peenya.\n[80s] AGENT: You, sir, I am sending you a 'hi' on WhatsApp, okay? And send me your complete delivery address, sir.   (आप, सर, मैं आपको ना हाय लिख के भेज रहा हूं WhatsApp पे, okay? और मुझे आपका delivery address पूरा भेजिए, सर।)\n[84s] CUSTOMER: Now, how will the payment terms and all be in this?   (अभी इसमें कैसा रहेगा payment terms और क्या?)\n[86s] AGENT: Payment terms for the order will be 100% advance against PI.   (Payment terms तो order के लिए रहेगा 100% advance against PI.)\n[89s] CUSTOMER: Then don't send it to me, sir. Our work, sir, is done on credit.   (तो मुझे मत भेजना सर, हमारा सर credit में काम होता है।)\n[91s] AGENT: Your work is done on credit?   (आपका credit में काम होता है?)\n[92s] CUSTOMER: Hmm.   (हम्म।)\n[93s] AGENT: It won't be possible on advance?   (Advance पे नहीं हो पाएगा?)\n[94s] CUSTOMER: No, sir.   (नहीं सर।)\n[95s] AGENT: Okay.   (ठीक है।)\n[96s] CUSTOMER: If we are getting it on credit, then why do it in cash?   (मिल रहा है credit में तो cash में क्यों करें?)\n[98s] AGENT: Okay, I understand. No problem. Sir, it's the company's SOP.   (ठीक है, समझ गया। कोई बात नहीं। सर, कंपनी का SOP है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 54,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "54 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When the customer objects to advance payment, instead of ending the call, use the 'credit after two transactions' policy or reinforce other value props like quality/delivery speed to try and save the deal.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, likely a trader, inquired about 26 MT of secondary TMT for delivery in Bengaluru. The agent successfully validated most of the requirement details from the incomplete platform inquiry. However, the conversation ended abruptly when the agent stated the 100% advance payment policy, which the customer rejected as they operate on credit. The agent did not attempt to handle this objection.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Actually I can see that you have recently created an inquiry in the system.\", \"comment\": \"The agent correctly acknowledged the customer's action on the platform instead of starting from scratch.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"TMT. Okay. और क्या sizes है? ... 8 mm, 10 mm, 12 mm, 16 mm. Okay. 8 mm कितना चाहिए आपको? ... और ये Fe 550D grade में ही चाहिए ना? ... और delivery कहां पे रहेगी इसकी?\", \"comment\": \"Agent successfully revalidated product, grade, sizes, quantity, and location, but missed asking about the required delivery timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Is any specific make approved for you in secondary?\", \"comment\": \"Agent only asked about currently used brands but failed to ask about end application, monthly volume, or other key discovery questions.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended after the payment terms objection; no price was quoted, no timeline for a quote was given, and no closure was attempted.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"TMT. Okay. और क्या sizes है? Primary में देख रहे हो कि secondary भी चलेगा आपको?\", \"comment\": \"The agent stuck to the customer's required product (TMT) and did not waste time pitching irrelevant items from the portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer objects to advance payment, instead of ending the call, use the 'credit after two transactions' policy or reinforce other value props like quality/delivery speed to try and save the deal.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Then don't send it to me, sir. Our work, sir, is done on credit.\", \"response\": \"Okay, I understand. No problem. Sir, it's the company's SOP.\"}], \"call_summary\": \"The customer, likely a trader, inquired about 26 MT of secondary TMT for delivery in Bengaluru. The agent successfully validated most of the requirement details from the incomplete platform inquiry. However, the conversation ended abruptly when the agent stated the 100% advance payment policy, which the customer rejected as they operate on credit. The agent did not attempt to handle this objection.\"}",
  "error": null,
  "latency_ms": 36813,
  "input_tokens": 4416,
  "output_tokens": 854,
  "created_at": "2026-09-25 11:27:10",
  "sentiment": "neutral",
  "sentiment_score": -0.086,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 3,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.673,
  "agent_talk_sec": 54.3,
  "customer_talk_sec": 26.4,
  "dead_air_sec": 102.3,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 341.4,
  "interruptions": 0,
  "agent_turns": 28,
  "customer_turns": 26,
  "discovery_qs": 22,
  "words_agent": 309,
  "words_customer": 128,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178875942431",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.98,
      "end_s": 7.2,
      "text_en": "Hello, Mr. Sunil from Skyworld Buildware?",
      "text_native": "Hello, Mr. Sunil from Skyworld Buildware?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 1,
      "speaker": "customer",
      "start_s": 7.68,
      "end_s": 8.08,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 2,
      "speaker": "agent",
      "start_s": 8.29,
      "end_s": 11.3,
      "text_en": "Yes Sunil ji, very good morning, this is Sudeep speaking from JSW One, from the Mumbai head office.",
      "text_native": "हां सुनील जी, very good morning, सुदीप बोल रहा हूं JSW One से, मुंबई हेड ऑफिस से।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 3,
      "speaker": "customer",
      "start_s": 11.7,
      "end_s": 12.17,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 4,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 14.4,
      "text_en": "I'm calling from JSW One MSME, sir, Mumbai head office.",
      "text_native": "JSW One MSME से बोल रहा हूं सर, मुंबई हेड ऑफिस।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.87,
      "end_s": 15.4,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 6,
      "speaker": "agent",
      "start_s": 15.6,
      "end_s": 20.0,
      "text_en": "Your company was registered on our portal, sir. This was a follow-up call regarding your steel procurement. Actually, I can see that you have recently created an inquiry in the system.",
      "text_native": "ये आपका कंपनी रजिस्टर हुआ था सर पोर्टल पर हमारे। आपके steel procurement को लेके follow-up call था। Actually I can see कि आपने recently एक inquiry बनाई है अभी सिस्टम में।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 7,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 20.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 8,
      "speaker": "agent",
      "start_s": 20.5,
      "end_s": 21.6,
      "text_en": "Can you tell me which material you need?",
      "text_native": "आप बता सकते हैं आपको कौनसा material चाहिए?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.1,
      "end_s": 24.5,
      "text_en": "We, sir, will get it from Jalna, ours is in Karnataka, sir.",
      "text_native": "हमें सर, जालना से करवाएंगे, हमारा कर्नाटक में है सर।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 10,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 25.7,
      "text_en": "Which material is this, sir?",
      "text_native": "कौनसा material है सर ये?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.2,
      "end_s": 27.5,
      "text_en": "TMT, any will do, sir.",
      "text_native": "TMT कोई भी चलेगा सर।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 30.8,
      "text_en": "TMT. Okay. And what are the sizes? Are you looking for primary or will secondary also work for you?",
      "text_native": "TMT. Okay. और क्या sizes है? Primary में देख रहे हो कि secondary भी चलेगा आपको?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 31.9,
      "text_en": "In secondary.",
      "text_native": "Secondary में।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 34.0,
      "text_en": "You need secondary. Okay. Is any specific make approved for you?",
      "text_native": "Secondary चाहिए। Okay. Any specific make आपका approved है?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.1,
      "end_s": 34.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.5,
      "end_s": 35.9,
      "text_en": "What, sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 17,
      "speaker": "agent",
      "start_s": 36.0,
      "end_s": 37.8,
      "text_en": "Is any specific make approved for you in secondary?",
      "text_native": "कोई specific make approved है आपका secondary में?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 18,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 38.7,
      "text_en": "What is it?",
      "text_native": "क्या है?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 19,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 43.5,
      "text_en": "Sunil ji, I am sending you a 'hi' on WhatsApp. In the inquiry that you have created, I cannot see your volume. I can't see the sizes either.",
      "text_native": "मैं ना सुनील जी आपको WhatsApp पे हाय लिख के भेज रहा हूं। आपने जो inquiry बनाई है ना, उसमें मुझे volume नहीं दिख रहा आपका। Sizes भी नहीं दिख रहे।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 20,
      "speaker": "customer",
      "start_s": 43.7,
      "end_s": 45.5,
      "text_en": "No no, that is there, what, whose proof are you talking about?",
      "text_native": "नहीं नहीं, वो तो है, क्या, किसका प्रूफ कह रहे मतलब?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 21,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 50.0,
      "text_en": "The inquiry that you have created, okay, through our app, your size and volume are not visible in it. Can you tell me what sizes you require?",
      "text_native": "आपने जो inquiry बनाई है ना, ठीक है, हमारे app के through, उसमें आपका size और volume नहीं दिख रहा है। आप मुझे बता सकते हो आपकी sizes क्या required है?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 22,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 52.5,
      "text_en": "The sizes, sir, are 8 mm, 10 mm, 12 mm, 16 mm.",
      "text_native": "Size सर है 8 mm, 10 mm, 12 mm, 16 mm."
    },
    {
      "ucid": "21112178875942431",
      "idx": 23,
      "speaker": "agent",
      "start_s": 52.6,
      "end_s": 54.8,
      "text_en": "8 mm, 10 mm, 12 mm, 16 mm. Okay. How much 8 mm do you need?",
      "text_native": "8 mm, 10 mm, 12 mm, 16 mm. Okay. 8 mm कितना चाहिए आपको?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 24,
      "speaker": "customer",
      "start_s": 55.2,
      "end_s": 56.5,
      "text_en": "I need 8 mm, sir, 6 tons.",
      "text_native": "8 mm चाहिए सर 6 ton."
    },
    {
      "ucid": "21112178875942431",
      "idx": 25,
      "speaker": "agent",
      "start_s": 56.6,
      "end_s": 57.4,
      "text_en": "6 tons. 10 mm?",
      "text_native": "6 ton. 10 mm?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 26,
      "speaker": "customer",
      "start_s": 57.7,
      "end_s": 58.7,
      "text_en": "10 mm, 8 tons.",
      "text_native": "10 mm 8 ton."
    },
    {
      "ucid": "21112178875942431",
      "idx": 27,
      "speaker": "agent",
      "start_s": 58.8,
      "end_s": 59.4,
      "text_en": "12 mm?",
      "text_native": "12 mm?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 28,
      "speaker": "customer",
      "start_s": 59.7,
      "end_s": 60.3,
      "text_en": "9 tons.",
      "text_native": "9 ton."
    },
    {
      "ucid": "21112178875942431",
      "idx": 29,
      "speaker": "agent",
      "start_s": 60.4,
      "end_s": 61.0,
      "text_en": "16 mm?",
      "text_native": "16 mm?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 30,
      "speaker": "customer",
      "start_s": 61.3,
      "end_s": 62.0,
      "text_en": "3 tons.",
      "text_native": "3 ton."
    },
    {
      "ucid": "21112178875942431",
      "idx": 31,
      "speaker": "agent",
      "start_s": 62.1,
      "end_s": 64.0,
      "text_en": "3 tons. Okay. And you need this in Fe 550D grade only, right?",
      "text_native": "3 ton. Okay. और ये Fe 550D grade में ही चाहिए ना?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 32,
      "speaker": "customer",
      "start_s": 64.3,
      "end_s": 65.0,
      "text_en": "Yes, 550D.",
      "text_native": "हां, 550D."
    },
    {
      "ucid": "21112178875942431",
      "idx": 33,
      "speaker": "agent",
      "start_s": 65.2,
      "end_s": 67.5,
      "text_en": "Fe 550D. And you are looking for a secondary make, correct?",
      "text_native": "Fe 550D. और secondary make आप देख रहे हो, बराबर?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 34,
      "speaker": "customer",
      "start_s": 67.7,
      "end_s": 68.1,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 35,
      "speaker": "agent",
      "start_s": 68.3,
      "end_s": 69.5,
      "text_en": "Okay. And where will the delivery be for this?",
      "text_native": "Okay. और delivery कहां पे रहेगी इसकी?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 36,
      "speaker": "customer",
      "start_s": 69.9,
      "end_s": 71.0,
      "text_en": "This, sir, in Bengaluru.",
      "text_native": "ये सर, Bengaluru में।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 37,
      "speaker": "agent",
      "start_s": 71.2,
      "end_s": 74.5,
      "text_en": "This address that you have entered, First Floor, Ruka Manna Building, Shop Number One, Bengaluru, correct?",
      "text_native": "ये आपने जो address डाला हुआ है, First Floor, Ruka Manna Building, Shop Number One, Bengaluru, बराबर?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 38,
      "speaker": "customer",
      "start_s": 74.7,
      "end_s": 75.7,
      "text_en": "This is our office, sir.",
      "text_native": "ये office है सर हमारा।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 39,
      "speaker": "agent",
      "start_s": 75.9,
      "end_s": 76.7,
      "text_en": "So where will the delivery be?",
      "text_native": "तो delivery कहां पे रहेगी?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 40,
      "speaker": "customer",
      "start_s": 77.0,
      "end_s": 77.8,
      "text_en": "In Peenya.",
      "text_native": "Peenya में।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 41,
      "speaker": "agent",
      "start_s": 78.0,
      "end_s": 78.6,
      "text_en": "What, sorry?",
      "text_native": "क्या, sorry?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 42,
      "speaker": "customer",
      "start_s": 78.8,
      "end_s": 80.0,
      "text_en": "Peenya, Peenya, Bengaluru, Peenya.",
      "text_native": "Peenya, Peenya, Bengaluru, Peenya."
    },
    {
      "ucid": "21112178875942431",
      "idx": 43,
      "speaker": "agent",
      "start_s": 80.3,
      "end_s": 84.0,
      "text_en": "You, sir, I am sending you a 'hi' on WhatsApp, okay? And send me your complete delivery address, sir.",
      "text_native": "आप, सर, मैं आपको ना हाय लिख के भेज रहा हूं WhatsApp पे, okay? और मुझे आपका delivery address पूरा भेजिए, सर।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 44,
      "speaker": "customer",
      "start_s": 84.2,
      "end_s": 85.8,
      "text_en": "Now, how will the payment terms and all be in this?",
      "text_native": "अभी इसमें कैसा रहेगा payment terms और क्या?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 45,
      "speaker": "agent",
      "start_s": 86.0,
      "end_s": 88.5,
      "text_en": "Payment terms for the order will be 100% advance against PI.",
      "text_native": "Payment terms तो order के लिए रहेगा 100% advance against PI."
    },
    {
      "ucid": "21112178875942431",
      "idx": 46,
      "speaker": "customer",
      "start_s": 89.2,
      "end_s": 91.0,
      "text_en": "Then don't send it to me, sir. Our work, sir, is done on credit.",
      "text_native": "तो मुझे मत भेजना सर, हमारा सर credit में काम होता है।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 47,
      "speaker": "agent",
      "start_s": 91.2,
      "end_s": 92.2,
      "text_en": "Your work is done on credit?",
      "text_native": "आपका credit में काम होता है?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 48,
      "speaker": "customer",
      "start_s": 92.3,
      "end_s": 93.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 49,
      "speaker": "agent",
      "start_s": 93.1,
      "end_s": 94.0,
      "text_en": "It won't be possible on advance?",
      "text_native": "Advance पे नहीं हो पाएगा?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 50,
      "speaker": "customer",
      "start_s": 94.3,
      "end_s": 94.9,
      "text_en": "No, sir.",
      "text_native": "नहीं सर।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 51,
      "speaker": "agent",
      "start_s": 95.2,
      "end_s": 95.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178875942431",
      "idx": 52,
      "speaker": "customer",
      "start_s": 95.6,
      "end_s": 97.5,
      "text_en": "If we are getting it on credit, then why do it in cash?",
      "text_native": "मिल रहा है credit में तो cash में क्यों करें?"
    },
    {
      "ucid": "21112178875942431",
      "idx": 53,
      "speaker": "agent",
      "start_s": 97.6,
      "end_s": 99.5,
      "text_en": "Okay, I understand. No problem. Sir, it's the company's SOP.",
      "text_native": "ठीक है, समझ गया। कोई बात नहीं। सर, कंपनी का SOP है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178875942431",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Actually I can see that you have recently created an inquiry in the system.",
      "comment": "The agent correctly acknowledged the customer's action on the platform instead of starting from scratch."
    },
    {
      "ucid": "21112178875942431",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "TMT. Okay. और क्या sizes है? ... 8 mm, 10 mm, 12 mm, 16 mm. Okay. 8 mm कितना चाहिए आपको? ... और ये Fe 550D grade में ही चाहिए ना? ... और delivery कहां पे रहेगी इसकी?",
      "comment": "Agent successfully revalidated product, grade, sizes, quantity, and location, but missed asking about the required delivery timeline."
    },
    {
      "ucid": "21112178875942431",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Is any specific make approved for you in secondary?",
      "comment": "Agent only asked about currently used brands but failed to ask about end application, monthly volume, or other key discovery questions."
    },
    {
      "ucid": "21112178875942431",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended after the payment terms objection; no price was quoted, no timeline for a quote was given, and no closure was attempted."
    },
    {
      "ucid": "21112178875942431",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "TMT. Okay. और क्या sizes है? Primary में देख रहे हो कि secondary भी चलेगा आपको?",
      "comment": "The agent stuck to the customer's required product (TMT) and did not waste time pitching irrelevant items from the portfolio."
    }
  ],
  "objections": [
    {
      "ucid": "21112178875942431",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Then don't send it to me, sir. Our work, sir, is done on credit.",
      "response": "Okay, I understand. No problem. Sir, it's the company's SOP."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}