{
  "ucid": "21112178886834551",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 17:22:25",
  "end_time": "2026-09-08 17:24:46",
  "duration_sec": 141,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA626a3637ca7c87df009c9643df368868.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 556,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886834551__DIA626a3637ca7c87df009c9643df368868.mp3",
  "audio_bytes": 370656,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 123.552,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो)\n[1s] AGENT: Hello.   (हेलो)\n[2s] CUSTOMER: Yes.   (हां जी।)\n[2s] AGENT: Yes, hello. This is Abdul speaking from JSW.   (हां जी नमस्कार, अब्दुल बात कर रहे हैं JSW से।)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: You're speaking from SP Steel, right sir?   (SP Steel से बात कर रहे हैं ना सर आप?)\n[6s] CUSTOMER: Yes sir, tell me.   (हां सर, बोलो ना।)\n[7s] AGENT: Do you have any requirement for steel right now, sir? HR, CR, anything?   (कुछ रिक्वायरमेंट है क्या सर स्टील में अभी? HR, CR, कुछ भी?)\n[9s] CUSTOMER: I have a requirement for JSW's MS plate, sir. 20 mm, 30 mm.   (JSW की MS plate की रिक्वायरमेंट है सर। 20 mm, 30 mm.)\n[12s] AGENT: Do you have any live requirement right now for MS plate?   (अभी कुछ रिक्वायरमेंट है लाइव रिक्वायरमेंट MS plate में?)\n[14s] CUSTOMER: Yes, yes. Two pieces of 20 mm and two pieces of 30 mm. Consider it 2500 by 6 meter.   (हां, हां। 20 mm के दो पीस और 30 mm के दो पीस। समझो 2500 by 6 meter.)\n[17s] AGENT: The MOQ is five tons for a single size. Take five tons, okay?   (MOQ पांच टन है सिंगल साइज में। पांच टन ले लीजिए, ठीक है?)\n[20s] CUSTOMER: Yes. Five tons will be fine, five tons.   (हां जी। पांच टन हो जाएगा जी, पांच टन।)\n[21s] AGENT: Five tons in one size. Cutting and loading are included from my side, okay?   (एक साइज में पांच टन। कटिंग लोडिंग इंक्लूड मेरे में रहता है, ठीक है?)\n[23s] CUSTOMER: Okay sir.\n[24s] AGENT: Hmm.   (हम्म।)\n[24s] CUSTOMER: And what is the price for JSW's plate, sir?   (और क्या भाव है सर JSW का plate का?)\n[26s] AGENT: It's operating at 62 in base. The rate is 62.   (62 ऑपरेट कर रहा है बेस में। 62 का रेट चल रहा है।)\n[28s] CUSTOMER: 62?   (62 का?)\n[28s] AGENT: Hmm.   (हम्म।)\n[29s] CUSTOMER: Okay okay sir. Loading etc... is loading included?   (Okay okay sir. लोडिंग वगेरा... लोडिंग including है?)\n[31s] AGENT: Loading is included. If your width is 2000 or 2500, then add one more rupee. 63.   (लोडिंग including है। अगर आपका width अगर 2000 या 2500 width रहेगा तो एक रुपया और जोड़ लीजिए। 63.)\n[35s] CUSTOMER: Yes.   (हां जी।)\n[35s] AGENT: You will get it for 63 or 64, ex.   (63 या 64 में आपको मिल जाएगा X.)\n[37s] CUSTOMER: Yes. No, yours... I got a quote for 62.250.   (हां जी। नहीं, आपका... 62 250 का आया है।)\n[39s] AGENT: How much?   (कितना?)\n[40s] CUSTOMER: 62.250.   (62 250.)\n[41s] AGENT: It won't be possible at that rate. It's operating at 62, that's today's base rate.   (इतना रेट में हो भी नहीं पाएगा। 62 में तो ऑपरेट कर रहा है बेस का आज का रेट है।)\n[43s] CUSTOMER: Yes. No, it's okay, I will get it done from him.   (हां जी। नहीं चलो मैं करवा दूंगा इससे।)\n[45s] AGENT: You do trading?   (आप ट्रेडिंग करते हैं आप?)\n[46s] CUSTOMER: Yes, our work is trading.   (हां जी, ट्रेडिंग का ही काम है अपना।)\n[47s] AGENT: Do you have an order right now, sir?   (अभी आपके पास ऑर्डर है सर?)\n[48s] CUSTOMER: I have an order, sir. These two-three sizes came for JSW. 32 mm, 30 mm, and 20 mm.   (ऑर्डर है सर। ये JSW के यही दो तीन साइज आए थे। 32 mm, 30 mm और 20 mm में।)\n[51s] AGENT: Where does JSW make 32 mm, 30 mm? JSW doesn't make it.   (JSW कहां बनाती है 32 mm, 30 mm? बनाती नहीं है JSW.)\n[53s] CUSTOMER: No, I have a quote for Bhilai for this. It's not JSW, it's Bhilai. JSW is not available here.   (नहीं, इसका भिलाई का आया मेरे पास। JSW का नहीं है, भिलाई का है। JSW तो है ही नहीं यहां पे।)\n[56s] AGENT: That's why I am asking for the rate.   (इसके लिए रेट पूछ रहा हूं कुछ।)\n[58s] CUSTOMER: Where is yours? Where is it now?   (आपका है किधर? कहां पे है अभी?)\n[59s] AGENT: I am speaking from the Mumbai head office.   (मैं मुंबई हेड ऑफिस से बात कर रहा हूं।)\n[60s] CUSTOMER: You are speaking from the Mumbai head office. I had asked here in Kalamboli, and they don't have JSW material. They have Bhilai's.   (मुंबई हेड ऑफिस से बात कर रहे हैं। मैं अपना ये ना कलंबोली में पूछा था तो JSW का तो माल है ही नहीं। भिलाई का है।)\n[103s] AGENT: Taloja, I have my warehouse in Taloja, you will get the material from there.   (तलोजा, तलोजा में मेरा वेयरहाउस है, वहां से मिल जाएगा माल।)\n[106s] CUSTOMER: Okay. Yes.   (अच्छा। हां जी।)\n[106s] AGENT: What do you need right now, tell me. I will get it for you from SAIL, or I will get you the plate from Essar or Minerals.   (आपको अभी क्या चाहिए बताइए ना। मैं SAIL से दिला दूंगा, Essar या Minerals से दिला दूंगा आपको plate.)\n[109s] CUSTOMER: Okay, I'll see and then talk. If there's anything next time. We do have requirements, our work is profile cutting.   (चलो मैं देखता हूं, फिर बात करता हूं। कुछ रहेगा तो अबकी बार। रिक्वायरमेंट तो रहती है अपना प्रोफाइल का काम है।)\n[113s] AGENT: Tell me, do let me know then.   (मुझे बताइए, बताइएगा तो।)\n[114s] CUSTOMER: Yes.   (हां जी।)\n[114s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 46,
  "connected": 1,
  "audio_notes": "clear: There is some minor overlapping speech at the beginning, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "46 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": 0.0,
  "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\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must follow the pitch structure; you skipped the opener, hook, and discovery, which meant you had no control of the call and couldn't build value before quoting a price.",
  "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": "spec_not_available",
  "supply_details": "Agent stated JSW does not manufacture 30mm or 32mm plate, which was part of the customer's requirement.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader, had an immediate requirement for MS plates. The agent quoted a price that the customer found high compared to another offer. The agent also confirmed that some of the required sizes (30mm, 32mm) are not manufactured by JSW. The customer decided to proceed with their existing supplier, and the call ended without a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel right now, sir? HR, CR, anything?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, instead asking for the customer's requirement immediately.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"You do trading?\", \"comment\": \"The agent only asked one discovery question to identify the customer as a trader; no other discovery was attempted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; he only provided a base price when asked.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any live requirement right now for MS plate?\", \"comment\": \"Although a requirement was discussed, the agent failed to capture key details like delivery location or required date to properly qualify it.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Tell me, do let me know then.\", \"comment\": \"The call ended with a vague instruction, not a committed next step like sending a quote or scheduling a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; you skipped the opener, hook, and discovery, which meant you had no control of the call and couldn't build value before quoting a price.\", \"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\": \"spec_not_available\", \"supply_details\": \"Agent stated JSW does not manufacture 30mm or 32mm plate, which was part of the customer's requirement.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No, yours... I got a quote for 62.250.\", \"response\": \"It won't be possible at that rate. It's operating at 62, that's today's base rate.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No, it's okay, I will get it done from him.\", \"response\": \"You do trading?\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, I'll see and then talk. If there's anything next time.\", \"response\": \"Tell me, do let me know then.\"}], \"call_summary\": \"The customer, a trader, had an immediate requirement for MS plates. The agent quoted a price that the customer found high compared to another offer. The agent also confirmed that some of the required sizes (30mm, 32mm) are not manufactured by JSW. The customer decided to proceed with their existing supplier, and the call ended without a next step.\"}",
  "error": null,
  "latency_ms": 41975,
  "input_tokens": 4237,
  "output_tokens": 1000,
  "created_at": "2026-09-25 11:17:46",
  "sentiment": "neutral",
  "sentiment_score": -0.032,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 4,
  "lex_hits": 17,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.328,
  "agent_talk_sec": 37.4,
  "customer_talk_sec": 76.7,
  "dead_air_sec": 26.9,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 335.3,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 23,
  "discovery_qs": 10,
  "words_agent": 209,
  "words_customer": 187,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886834551",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.91,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178886834551",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.09,
      "end_s": 1.82,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178886834551",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.82,
      "end_s": 2.22,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.22,
      "end_s": 4.24,
      "text_en": "Yes, hello. This is Abdul speaking from JSW.",
      "text_native": "हां जी नमस्कार, अब्दुल बात कर रहे हैं JSW से।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.24,
      "end_s": 4.78,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.78,
      "end_s": 6.21,
      "text_en": "You're speaking from SP Steel, right sir?",
      "text_native": "SP Steel से बात कर रहे हैं ना सर आप?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.21,
      "end_s": 6.81,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां सर, बोलो ना।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.81,
      "end_s": 8.81,
      "text_en": "Do you have any requirement for steel right now, sir? HR, CR, anything?",
      "text_native": "कुछ रिक्वायरमेंट है क्या सर स्टील में अभी? HR, CR, कुछ भी?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.81,
      "end_s": 11.81,
      "text_en": "I have a requirement for JSW's MS plate, sir. 20 mm, 30 mm.",
      "text_native": "JSW की MS plate की रिक्वायरमेंट है सर। 20 mm, 30 mm."
    },
    {
      "ucid": "21112178886834551",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.81,
      "end_s": 13.81,
      "text_en": "Do you have any live requirement right now for MS plate?",
      "text_native": "अभी कुछ रिक्वायरमेंट है लाइव रिक्वायरमेंट MS plate में?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.81,
      "end_s": 16.81,
      "text_en": "Yes, yes. Two pieces of 20 mm and two pieces of 30 mm. Consider it 2500 by 6 meter.",
      "text_native": "हां, हां। 20 mm के दो पीस और 30 mm के दो पीस। समझो 2500 by 6 meter."
    },
    {
      "ucid": "21112178886834551",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.81,
      "end_s": 20.01,
      "text_en": "The MOQ is five tons for a single size. Take five tons, okay?",
      "text_native": "MOQ पांच टन है सिंगल साइज में। पांच टन ले लीजिए, ठीक है?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.01,
      "end_s": 21.21,
      "text_en": "Yes. Five tons will be fine, five tons.",
      "text_native": "हां जी। पांच टन हो जाएगा जी, पांच टन।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.21,
      "end_s": 23.21,
      "text_en": "Five tons in one size. Cutting and loading are included from my side, okay?",
      "text_native": "एक साइज में पांच टन। कटिंग लोडिंग इंक्लूड मेरे में रहता है, ठीक है?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.21,
      "end_s": 23.81,
      "text_en": "Okay sir.",
      "text_native": "Okay sir."
    },
    {
      "ucid": "21112178886834551",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.81,
      "end_s": 24.21,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.21,
      "end_s": 25.51,
      "text_en": "And what is the price for JSW's plate, sir?",
      "text_native": "और क्या भाव है सर JSW का plate का?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 17,
      "speaker": "agent",
      "start_s": 25.51,
      "end_s": 27.51,
      "text_en": "It's operating at 62 in base. The rate is 62.",
      "text_native": "62 ऑपरेट कर रहा है बेस में। 62 का रेट चल रहा है।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 18,
      "speaker": "customer",
      "start_s": 27.51,
      "end_s": 28.21,
      "text_en": "62?",
      "text_native": "62 का?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 19,
      "speaker": "agent",
      "start_s": 28.21,
      "end_s": 28.51,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 20,
      "speaker": "customer",
      "start_s": 28.51,
      "end_s": 31.21,
      "text_en": "Okay okay sir. Loading etc... is loading included?",
      "text_native": "Okay okay sir. लोडिंग वगेरा... लोडिंग including है?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 21,
      "speaker": "agent",
      "start_s": 31.21,
      "end_s": 34.81,
      "text_en": "Loading is included. If your width is 2000 or 2500, then add one more rupee. 63.",
      "text_native": "लोडिंग including है। अगर आपका width अगर 2000 या 2500 width रहेगा तो एक रुपया और जोड़ लीजिए। 63."
    },
    {
      "ucid": "21112178886834551",
      "idx": 22,
      "speaker": "customer",
      "start_s": 34.81,
      "end_s": 35.21,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 23,
      "speaker": "agent",
      "start_s": 35.21,
      "end_s": 36.81,
      "text_en": "You will get it for 63 or 64, ex.",
      "text_native": "63 या 64 में आपको मिल जाएगा X."
    },
    {
      "ucid": "21112178886834551",
      "idx": 24,
      "speaker": "customer",
      "start_s": 36.81,
      "end_s": 39.21,
      "text_en": "Yes. No, yours... I got a quote for 62.250.",
      "text_native": "हां जी। नहीं, आपका... 62 250 का आया है।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 25,
      "speaker": "agent",
      "start_s": 39.21,
      "end_s": 39.81,
      "text_en": "How much?",
      "text_native": "कितना?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 26,
      "speaker": "customer",
      "start_s": 39.81,
      "end_s": 40.81,
      "text_en": "62.250.",
      "text_native": "62 250."
    },
    {
      "ucid": "21112178886834551",
      "idx": 27,
      "speaker": "agent",
      "start_s": 40.81,
      "end_s": 43.21,
      "text_en": "It won't be possible at that rate. It's operating at 62, that's today's base rate.",
      "text_native": "इतना रेट में हो भी नहीं पाएगा। 62 में तो ऑपरेट कर रहा है बेस का आज का रेट है।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 28,
      "speaker": "customer",
      "start_s": 43.21,
      "end_s": 44.81,
      "text_en": "Yes. No, it's okay, I will get it done from him.",
      "text_native": "हां जी। नहीं चलो मैं करवा दूंगा इससे।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 29,
      "speaker": "agent",
      "start_s": 44.81,
      "end_s": 45.51,
      "text_en": "You do trading?",
      "text_native": "आप ट्रेडिंग करते हैं आप?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 30,
      "speaker": "customer",
      "start_s": 45.51,
      "end_s": 46.81,
      "text_en": "Yes, our work is trading.",
      "text_native": "हां जी, ट्रेडिंग का ही काम है अपना।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 31,
      "speaker": "agent",
      "start_s": 46.81,
      "end_s": 47.81,
      "text_en": "Do you have an order right now, sir?",
      "text_native": "अभी आपके पास ऑर्डर है सर?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 32,
      "speaker": "customer",
      "start_s": 47.81,
      "end_s": 50.81,
      "text_en": "I have an order, sir. These two-three sizes came for JSW. 32 mm, 30 mm, and 20 mm.",
      "text_native": "ऑर्डर है सर। ये JSW के यही दो तीन साइज आए थे। 32 mm, 30 mm और 20 mm में।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 33,
      "speaker": "agent",
      "start_s": 50.81,
      "end_s": 53.21,
      "text_en": "Where does JSW make 32 mm, 30 mm? JSW doesn't make it.",
      "text_native": "JSW कहां बनाती है 32 mm, 30 mm? बनाती नहीं है JSW."
    },
    {
      "ucid": "21112178886834551",
      "idx": 34,
      "speaker": "customer",
      "start_s": 53.21,
      "end_s": 56.21,
      "text_en": "No, I have a quote for Bhilai for this. It's not JSW, it's Bhilai. JSW is not available here.",
      "text_native": "नहीं, इसका भिलाई का आया मेरे पास। JSW का नहीं है, भिलाई का है। JSW तो है ही नहीं यहां पे।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 35,
      "speaker": "agent",
      "start_s": 56.21,
      "end_s": 57.51,
      "text_en": "That's why I am asking for the rate.",
      "text_native": "इसके लिए रेट पूछ रहा हूं कुछ।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 36,
      "speaker": "customer",
      "start_s": 57.51,
      "end_s": 58.51,
      "text_en": "Where is yours? Where is it now?",
      "text_native": "आपका है किधर? कहां पे है अभी?"
    },
    {
      "ucid": "21112178886834551",
      "idx": 37,
      "speaker": "agent",
      "start_s": 58.51,
      "end_s": 59.81,
      "text_en": "I am speaking from the Mumbai head office.",
      "text_native": "मैं मुंबई हेड ऑफिस से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 38,
      "speaker": "customer",
      "start_s": 59.81,
      "end_s": 103.21,
      "text_en": "You are speaking from the Mumbai head office. I had asked here in Kalamboli, and they don't have JSW material. They have Bhilai's.",
      "text_native": "मुंबई हेड ऑफिस से बात कर रहे हैं। मैं अपना ये ना कलंबोली में पूछा था तो JSW का तो माल है ही नहीं। भिलाई का है।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 39,
      "speaker": "agent",
      "start_s": 103.21,
      "end_s": 105.51,
      "text_en": "Taloja, I have my warehouse in Taloja, you will get the material from there.",
      "text_native": "तलोजा, तलोजा में मेरा वेयरहाउस है, वहां से मिल जाएगा माल।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 40,
      "speaker": "customer",
      "start_s": 105.51,
      "end_s": 106.01,
      "text_en": "Okay. Yes.",
      "text_native": "अच्छा। हां जी।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 41,
      "speaker": "agent",
      "start_s": 106.01,
      "end_s": 108.81,
      "text_en": "What do you need right now, tell me. I will get it for you from SAIL, or I will get you the plate from Essar or Minerals.",
      "text_native": "आपको अभी क्या चाहिए बताइए ना। मैं SAIL से दिला दूंगा, Essar या Minerals से दिला दूंगा आपको plate."
    },
    {
      "ucid": "21112178886834551",
      "idx": 42,
      "speaker": "customer",
      "start_s": 108.81,
      "end_s": 112.81,
      "text_en": "Okay, I'll see and then talk. If there's anything next time. We do have requirements, our work is profile cutting.",
      "text_native": "चलो मैं देखता हूं, फिर बात करता हूं। कुछ रहेगा तो अबकी बार। रिक्वायरमेंट तो रहती है अपना प्रोफाइल का काम है।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 43,
      "speaker": "agent",
      "start_s": 112.81,
      "end_s": 113.81,
      "text_en": "Tell me, do let me know then.",
      "text_native": "मुझे बताइए, बताइएगा तो।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 44,
      "speaker": "customer",
      "start_s": 113.81,
      "end_s": 114.21,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178886834551",
      "idx": 45,
      "speaker": "agent",
      "start_s": 114.21,
      "end_s": 114.51,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886834551",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel right now, sir? HR, CR, anything?",
      "comment": "The agent did not ask for permission to speak, jumping directly into a requirement check."
    },
    {
      "ucid": "21112178886834551",
      "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 deliver a supply or price hook, instead asking for the customer's requirement immediately."
    },
    {
      "ucid": "21112178886834551",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "You do trading?",
      "comment": "The agent only asked one discovery question to identify the customer as a trader; no other discovery was attempted."
    },
    {
      "ucid": "21112178886834551",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs; he only provided a base price when asked."
    },
    {
      "ucid": "21112178886834551",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any live requirement right now for MS plate?",
      "comment": "Although a requirement was discussed, the agent failed to capture key details like delivery location or required date to properly qualify it."
    },
    {
      "ucid": "21112178886834551",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Tell me, do let me know then.",
      "comment": "The call ended with a vague instruction, not a committed next step like sending a quote or scheduling a callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886834551",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "No, yours... I got a quote for 62.250.",
      "response": "It won't be possible at that rate. It's operating at 62, that's today's base rate."
    },
    {
      "ucid": "21112178886834551",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No, it's okay, I will get it done from him.",
      "response": "You do trading?"
    },
    {
      "ucid": "21112178886834551",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, I'll see and then talk. If there's anything next time.",
      "response": "Tell me, do let me know then."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}