{
  "ucid": "21112178885186641",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 12:47:46",
  "end_time": "2026-09-08 12:50:34",
  "duration_sec": 168,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc2832b3ed920cbc5c4d666c8cd03aa08.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 649,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178885186641__DIAc2832b3ed920cbc5c4d666c8cd03aa08.mp3",
  "audio_bytes": 441288,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 147.096,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hello   (हॅलो)\n[2s] AGENT: Hello, Sunil Gupta ji, this is Raunak speaking from JSW One.   (हॅलो, सुनील गुप्ता जी रौनक बात कर रहा हूं मैं JSW One से।)\n[5s] AGENT: Is there any requirement for HR or HRPO right now? In sheets, in coils?   (कुछ HR में या HRPO में कुछ रिक्वायरमेंट आ रहा है अभी? शीट्स में, कॉइल्स में?)\n[9s] CUSTOMER: Sir, they don't deliver here. I had it done that way... I mean, I had spoken to someone from JSW before.   (सर मेरा तो इधर डिलीवरी नहीं होती। मैं तो वैसे वैसे कराया था मतलब पहले बात करी थी मैंने किसी से JSW के लिए।)\n[13s] AGENT: I can see that, I can see that. You have taken pricings from us five or six times but nothing could happen. So what was the issue, sir?   (दिख रहा है मुझे, दिख रहा है मुझे। आपने पांच छे बारी हमारे से प्राइसिंग्स ली है बट वो हो नहीं पाया ऐसा कुछ। तो क्या इशू आया था सर आपको?)\n[18s] CUSTOMER: The issue was that they were saying we cannot deliver in Aligarh. I said okay.   (इशू ये आया था कि वो ये कह रहे थे अलीगढ़ में हम डिलीवरी नहीं करा सकते। मैंने कहा ठीक है।)\n[23s] AGENT: Okay.   (ओके।)\n[24s] AGENT: But sir, it seems a lot of time has passed, almost five or six months. The situation is different now. We have our own delivery team. Plus we also have stockyards. So if there is any requirement now, please tell me, I'll talk.   (बट ये सर अभी काफी टाइम हो गया लगता है लगभग ये पांच छे महीने हो गए हैं। अभी के लिए सिचुएशन अलग है। हमारी खुद की डिलीवरी टीम भी है। प्लस स्टॉकयार्ड्स भी है हमारे। तो अभी कुछ रिक्वायरमेंट हो तो बताइए मैं करता हूं बात।)\n[32s] CUSTOMER: No, if I get to know the rate, then I'll talk. I mean 5 mm   (नहीं, रेट पता चले तो फिर मैं बात करूं। मतलब पांच एमएम)\n[35s] AGENT: 5 mm HRPO.   (पांच एमएम एचआरपीओ।)\n[37s] AGENT: You need 5 mm. Do you need to procure this immediately or how is it? We'll do the price   (आपको चाहिए पांच एमएम। ये आपको तुरंत प्रोक्योरमेंट करना है या कैसा है? प्राइस करते हैं)\n[40s] CUSTOMER: No no, I will find out the price first, then I will tell.   (नहीं नहीं, प्राइस पहले पता करूंगा तब मैं बताऊंगा।)\n[42s] AGENT: No, because if the price is right, will you do it in a day or two?   (नहीं क्योंकि प्राइस अगर बैठ जाता तो कर लेंगे आजकल में?)\n[44s] CUSTOMER: Yes, if the price is right, then I will talk. I will let you know. First, tell me now so that I can ask further.   (हां, प्राइस बैठ जाता तो मैं फिर बात कर लूंगा। मैं आपको बता दूंगा। पहले मुझे अभी बता दीजिए ताकि मैं पूछ सकूं फिर आगे।)\n[51s] AGENT: Uh, what do you need, tell me? In 5 mm?   (अह क्या चाहिए आपको बताइए? फाइव एमएम में?)\n[53s] CUSTOMER: 5 mm HRPO.   (पांच एमएम एचआरपीओ।)\n[55s] AGENT: HRPO. And how much... do you need this in coil format or what do you need? Need it in sheet? What do you need?   (एचआरपीओ। और कितना ये आपको कॉइल फॉर्मेट में चाहिए या क्या चाहिए आपको? शीट में चाहिए? क्या चाहिए?)\n[58s] CUSTOMER: Sheet.   (शीट।)\n[59s] AGENT: Five ton. And   (फाइव टन। और)\n[60s] CUSTOMER: Five ton.   (फाइव टन।)\n[60s] AGENT: And what will be the length?   (और क्या लेंथ रहेगी?)\n[62s] CUSTOMER: 1250.   (बारह सौ पचास।)\n[63s] AGENT: And width?   (और विड्थ?)\n[64s] CUSTOMER: Sorry. The length is 2500. 2500, 2500.   (सॉरी। लंबाई तो पच्चीस सौ। पच्चीस सौ, पच्चीस सौ।)\n[67s] AGENT: Yes, 2500 by 1250, correct?   (हां, पच्चीस सौ बाय बारह सौ पचास, करेक्ट?)\n[69s] CUSTOMER: Yes, yes.   (हां हां।)\n[70s] AGENT: Okay. And your delivery location will be Aligarh itself?   (ठीक है। और आपका अलीगढ़ ही रहेगा ये डिलीवरी लोकेशन?)\n[72s] CUSTOMER: Yes. Tell me the price.   (हां। मुझे प्राइस बता दीजिए।)\n[73s] AGENT: Yes. So   (जी। तो)\n[74s] CUSTOMER: When you tell me the price, I will say yes or no.   (जब आप प्राइस बता दोगे तो मैं हां या ना बता दूंगा।)\n[76s] AGENT: Yes yes, that will work. Your pin code will be this, right, 202001?   (जी जी, चलेगा। आपका पिन कोड ये रहेगा ना 202001?)\n[79s] CUSTOMER: Yes.   (हां।)\n[80s] AGENT: That will work. And sir, what do you do? Is yours manufacturing, trading? What is your work?   (चलेगा। और आप सर क्या करते हैं? मैन्युफैक्चरिंग है आपका, ट्रेडिंग है? क्या है आपका काम?)\n[82s] CUSTOMER: Trading, trading, trading.   (ट्रेडिंग, ट्रेडिंग, ट्रेडिंग।)\n[84s] AGENT: I see. Okay. I will tell you the price in a little while.   (अच्छा। ठीक है। मैं आपको प्राइस थोड़ी देर में बता देता हूं।)\n[86s] CUSTOMER: Yes.   (जी।)\n[87s] AGENT: Okay.   (ओके।)\n[88s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 38,
  "connected": 1,
  "audio_notes": "clear: The call is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "38 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\"]",
  "pitch_coaching_note": "Ronak, you skipped the entire opening and discovery phase; build rapport and understand the customer's business first before jumping straight to qualifying a requirement.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "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, a trader in Aligarh, mentioned a past delivery failure with JSW. The agent countered this by explaining improved delivery capabilities and then qualified a specific requirement for 5 tons of 5mm HRPO sheet. The call ended with the agent committing to provide a price quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for HR or HRPO right now?\", \"comment\": \"The agent did not greet properly or ask for permission to speak; they jumped directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a direct product requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"what do you do? Is yours manufacturing, trading? What is your work?\", \"comment\": \"The agent only asked what the customer does (trading), skipping all other discovery questions about volume, applications, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"The situation is different now. We have our own delivery team. Plus we also have stockyards.\", \"comment\": \"The agent correctly pitched delivery and stockyard capabilities in response to the customer's stated past issue with delivery.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Five ton... पच्चीस सौ बाय बारह सौ पचास, करेक्ट?... आपका अलीगढ़ ही रहेगा ये डिलीवरी लोकेशन?\", \"comment\": \"The agent successfully captured all necessary details for a quote: grade (HRPO), thickness (5mm), width/length, quantity (5T), and location (Aligarh).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will tell you the price in a little while.\", \"comment\": \"The agent committed to a clear next step of providing a price, which the customer accepted.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Ronak, you skipped the entire opening and discovery phase; build rapport and understand the customer's business first before jumping straight to qualifying a requirement.\", \"segment_detected\": \"trader\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"No no, I will find out the price first, then I will tell.\", \"response\": \"No, because if the price is right, will you do it in a day or two?\"}], \"call_summary\": \"The customer, a trader in Aligarh, mentioned a past delivery failure with JSW. The agent countered this by explaining improved delivery capabilities and then qualified a specific requirement for 5 tons of 5mm HRPO sheet. The call ended with the agent committing to provide a price quote.\"}",
  "error": null,
  "latency_ms": 44688,
  "input_tokens": 3999,
  "output_tokens": 866,
  "created_at": "2026-09-25 11:22:04",
  "sentiment": "negative",
  "sentiment_score": -0.366,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 7,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.595,
  "agent_talk_sec": 45.5,
  "customer_talk_sec": 31.0,
  "dead_air_sec": 91.5,
  "longest_monologue_sec": 8.1,
  "agent_wpm": 316.5,
  "interruptions": 0,
  "agent_turns": 20,
  "customer_turns": 17,
  "discovery_qs": 18,
  "words_agent": 240,
  "words_customer": 128,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885186641",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.5,
      "end_s": 0.9,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178885186641",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 4.4,
      "text_en": "Hello, Sunil Gupta ji, this is Raunak speaking from JSW One.",
      "text_native": "हॅलो, सुनील गुप्ता जी रौनक बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 8.4,
      "text_en": "Is there any requirement for HR or HRPO right now? In sheets, in coils?",
      "text_native": "कुछ HR में या HRPO में कुछ रिक्वायरमेंट आ रहा है अभी? शीट्स में, कॉइल्स में?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 13.4,
      "text_en": "Sir, they don't deliver here. I had it done that way... I mean, I had spoken to someone from JSW before.",
      "text_native": "सर मेरा तो इधर डिलीवरी नहीं होती। मैं तो वैसे वैसे कराया था मतलब पहले बात करी थी मैंने किसी से JSW के लिए।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 4,
      "speaker": "agent",
      "start_s": 13.4,
      "end_s": 18.1,
      "text_en": "I can see that, I can see that. You have taken pricings from us five or six times but nothing could happen. So what was the issue, sir?",
      "text_native": "दिख रहा है मुझे, दिख रहा है मुझे। आपने पांच छे बारी हमारे से प्राइसिंग्स ली है बट वो हो नहीं पाया ऐसा कुछ। तो क्या इशू आया था सर आपको?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 5,
      "speaker": "customer",
      "start_s": 18.4,
      "end_s": 22.4,
      "text_en": "The issue was that they were saying we cannot deliver in Aligarh. I said okay.",
      "text_native": "इशू ये आया था कि वो ये कह रहे थे अलीगढ़ में हम डिलीवरी नहीं करा सकते। मैंने कहा ठीक है।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 6,
      "speaker": "agent",
      "start_s": 22.9,
      "end_s": 23.3,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 7,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 31.4,
      "text_en": "But sir, it seems a lot of time has passed, almost five or six months. The situation is different now. We have our own delivery team. Plus we also have stockyards. So if there is any requirement now, please tell me, I'll talk.",
      "text_native": "बट ये सर अभी काफी टाइम हो गया लगता है लगभग ये पांच छे महीने हो गए हैं। अभी के लिए सिचुएशन अलग है। हमारी खुद की डिलीवरी टीम भी है। प्लस स्टॉकयार्ड्स भी है हमारे। तो अभी कुछ रिक्वायरमेंट हो तो बताइए मैं करता हूं बात।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 8,
      "speaker": "customer",
      "start_s": 31.6,
      "end_s": 34.8,
      "text_en": "No, if I get to know the rate, then I'll talk. I mean 5 mm",
      "text_native": "नहीं, रेट पता चले तो फिर मैं बात करूं। मतलब पांच एमएम"
    },
    {
      "ucid": "21112178885186641",
      "idx": 9,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 36.2,
      "text_en": "5 mm HRPO.",
      "text_native": "पांच एमएम एचआरपीओ।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 10,
      "speaker": "agent",
      "start_s": 36.7,
      "end_s": 39.6,
      "text_en": "You need 5 mm. Do you need to procure this immediately or how is it? We'll do the price",
      "text_native": "आपको चाहिए पांच एमएम। ये आपको तुरंत प्रोक्योरमेंट करना है या कैसा है? प्राइस करते हैं"
    },
    {
      "ucid": "21112178885186641",
      "idx": 11,
      "speaker": "customer",
      "start_s": 39.6,
      "end_s": 41.8,
      "text_en": "No no, I will find out the price first, then I will tell.",
      "text_native": "नहीं नहीं, प्राइस पहले पता करूंगा तब मैं बताऊंगा।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 12,
      "speaker": "agent",
      "start_s": 42.1,
      "end_s": 44.1,
      "text_en": "No, because if the price is right, will you do it in a day or two?",
      "text_native": "नहीं क्योंकि प्राइस अगर बैठ जाता तो कर लेंगे आजकल में?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 13,
      "speaker": "customer",
      "start_s": 44.4,
      "end_s": 49.6,
      "text_en": "Yes, if the price is right, then I will talk. I will let you know. First, tell me now so that I can ask further.",
      "text_native": "हां, प्राइस बैठ जाता तो मैं फिर बात कर लूंगा। मैं आपको बता दूंगा। पहले मुझे अभी बता दीजिए ताकि मैं पूछ सकूं फिर आगे।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 14,
      "speaker": "agent",
      "start_s": 50.7,
      "end_s": 52.6,
      "text_en": "Uh, what do you need, tell me? In 5 mm?",
      "text_native": "अह क्या चाहिए आपको बताइए? फाइव एमएम में?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 15,
      "speaker": "customer",
      "start_s": 52.9,
      "end_s": 54.2,
      "text_en": "5 mm HRPO.",
      "text_native": "पांच एमएम एचआरपीओ।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 16,
      "speaker": "agent",
      "start_s": 54.9,
      "end_s": 58.4,
      "text_en": "HRPO. And how much... do you need this in coil format or what do you need? Need it in sheet? What do you need?",
      "text_native": "एचआरपीओ। और कितना ये आपको कॉइल फॉर्मेट में चाहिए या क्या चाहिए आपको? शीट में चाहिए? क्या चाहिए?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 17,
      "speaker": "customer",
      "start_s": 58.4,
      "end_s": 59.0,
      "text_en": "Sheet.",
      "text_native": "शीट।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 18,
      "speaker": "agent",
      "start_s": 59.0,
      "end_s": 59.9,
      "text_en": "Five ton. And",
      "text_native": "फाइव टन। और"
    },
    {
      "ucid": "21112178885186641",
      "idx": 19,
      "speaker": "customer",
      "start_s": 59.9,
      "end_s": 60.3,
      "text_en": "Five ton.",
      "text_native": "फाइव टन।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 20,
      "speaker": "agent",
      "start_s": 60.3,
      "end_s": 61.4,
      "text_en": "And what will be the length?",
      "text_native": "और क्या लेंथ रहेगी?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 21,
      "speaker": "customer",
      "start_s": 61.7,
      "end_s": 62.5,
      "text_en": "1250.",
      "text_native": "बारह सौ पचास।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 22,
      "speaker": "agent",
      "start_s": 63.1,
      "end_s": 63.7,
      "text_en": "And width?",
      "text_native": "और विड्थ?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 23,
      "speaker": "customer",
      "start_s": 64.4,
      "end_s": 66.8,
      "text_en": "Sorry. The length is 2500. 2500, 2500.",
      "text_native": "सॉरी। लंबाई तो पच्चीस सौ। पच्चीस सौ, पच्चीस सौ।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 24,
      "speaker": "agent",
      "start_s": 66.8,
      "end_s": 68.8,
      "text_en": "Yes, 2500 by 1250, correct?",
      "text_native": "हां, पच्चीस सौ बाय बारह सौ पचास, करेक्ट?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 25,
      "speaker": "customer",
      "start_s": 69.0,
      "end_s": 69.5,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 26,
      "speaker": "agent",
      "start_s": 69.9,
      "end_s": 71.8,
      "text_en": "Okay. And your delivery location will be Aligarh itself?",
      "text_native": "ठीक है। और आपका अलीगढ़ ही रहेगा ये डिलीवरी लोकेशन?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 27,
      "speaker": "customer",
      "start_s": 71.8,
      "end_s": 73.0,
      "text_en": "Yes. Tell me the price.",
      "text_native": "हां। मुझे प्राइस बता दीजिए।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 28,
      "speaker": "agent",
      "start_s": 73.0,
      "end_s": 73.5,
      "text_en": "Yes. So",
      "text_native": "जी। तो"
    },
    {
      "ucid": "21112178885186641",
      "idx": 29,
      "speaker": "customer",
      "start_s": 73.5,
      "end_s": 76.0,
      "text_en": "When you tell me the price, I will say yes or no.",
      "text_native": "जब आप प्राइस बता दोगे तो मैं हां या ना बता दूंगा।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 30,
      "speaker": "agent",
      "start_s": 76.3,
      "end_s": 78.4,
      "text_en": "Yes yes, that will work. Your pin code will be this, right, 202001?",
      "text_native": "जी जी, चलेगा। आपका पिन कोड ये रहेगा ना 202001?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 31,
      "speaker": "customer",
      "start_s": 78.7,
      "end_s": 79.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 32,
      "speaker": "agent",
      "start_s": 79.6,
      "end_s": 82.4,
      "text_en": "That will work. And sir, what do you do? Is yours manufacturing, trading? What is your work?",
      "text_native": "चलेगा। और आप सर क्या करते हैं? मैन्युफैक्चरिंग है आपका, ट्रेडिंग है? क्या है आपका काम?"
    },
    {
      "ucid": "21112178885186641",
      "idx": 33,
      "speaker": "customer",
      "start_s": 82.4,
      "end_s": 83.5,
      "text_en": "Trading, trading, trading.",
      "text_native": "ट्रेडिंग, ट्रेडिंग, ट्रेडिंग।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 34,
      "speaker": "agent",
      "start_s": 83.5,
      "end_s": 86.0,
      "text_en": "I see. Okay. I will tell you the price in a little while.",
      "text_native": "अच्छा। ठीक है। मैं आपको प्राइस थोड़ी देर में बता देता हूं।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 35,
      "speaker": "customer",
      "start_s": 86.4,
      "end_s": 86.7,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 36,
      "speaker": "agent",
      "start_s": 87.2,
      "end_s": 87.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178885186641",
      "idx": 37,
      "speaker": "customer",
      "start_s": 88.4,
      "end_s": 88.7,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178885186641",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Is there any requirement for HR or HRPO right now?",
      "comment": "The agent did not greet properly or ask for permission to speak; they jumped directly into a requirement check."
    },
    {
      "ucid": "21112178885186641",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not lead with a supply or price hook, instead opening with a direct product requirement question."
    },
    {
      "ucid": "21112178885186641",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "what do you do? Is yours manufacturing, trading? What is your work?",
      "comment": "The agent only asked what the customer does (trading), skipping all other discovery questions about volume, applications, or suppliers."
    },
    {
      "ucid": "21112178885186641",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "The situation is different now. We have our own delivery team. Plus we also have stockyards.",
      "comment": "The agent correctly pitched delivery and stockyard capabilities in response to the customer's stated past issue with delivery."
    },
    {
      "ucid": "21112178885186641",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Five ton... पच्चीस सौ बाय बारह सौ पचास, करेक्ट?... आपका अलीगढ़ ही रहेगा ये डिलीवरी लोकेशन?",
      "comment": "The agent successfully captured all necessary details for a quote: grade (HRPO), thickness (5mm), width/length, quantity (5T), and location (Aligarh)."
    },
    {
      "ucid": "21112178885186641",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will tell you the price in a little while.",
      "comment": "The agent committed to a clear next step of providing a price, which the customer accepted."
    }
  ],
  "objections": [
    {
      "ucid": "21112178885186641",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "No no, I will find out the price first, then I will tell.",
      "response": "No, because if the price is right, will you do it in a day or two?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)"
  ],
  "objection_phrases_list": []
}