{
  "ucid": "21112178901887191",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:11:11",
  "end_time": "2026-09-10 11:14:59",
  "duration_sec": 228,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe257e377abab680a6440e3711149c4f5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 414,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901887191__DIAe257e377abab680a6440e3711149c4f5.mp3",
  "audio_bytes": 616896,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 205.632,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes, please speak.   (हांजी, बोलिए ना।)\n[3s] AGENT: Is this Shubham Tiwari speaking?   (शुभम तिवारी जी बोल रहे हैं ना?)\n[4s] CUSTOMER: Yes, please speak.   (जी, बोलिए ना।)\n[4s] AGENT: Yes, yes, yes. I am calling you from JSW One.   (जी, जी, जी। मैं JSW One से कॉल कर रही हूं आपको।)\n[6s] CUSTOMER: From where?   (कहां से?)\n[7s] AGENT: JSW One.\n[8s] CUSTOMER: Yes yes, please speak.   (हां हां, बोलिए ना।)\n[8s] AGENT: Yes, sir you recently downloaded the app and perhaps put in an inquiry for HR or CR material?   (जी, सर आपने रिसेंटली ऐप डाउनलोड किया और शायद इंक्वायरी के लिए डाला था HR या CR मटेरियल का?)\n[12s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[13s] AGENT: Hmm, so what is it? If you are a manufacturer, what will be your requirement?   (हम्म, तो क्या है? अगर आप मैन्युफैक्चरर हैं, क्या रिक्वायरमेंट होगी आपकी?)\n[15s] CUSTOMER: What is the rate, ma'am? Will you tell me the rate once?   (क्या रेट है मैम? रेट बताएंगे एक बार आप?)\n[16s] AGENT: Which one? I mean, what material do you need?   (कौन सा? मतलब क्या मटेरियल चाहिए आपको?)\n[18s] CUSTOMER: Like we have a grade, the one we use, it's 20 62, E 250.   (हमारा जैसे ग्रेड होता है, हमारे पास जो लगता है, 20 62 का होता है, E 250.)\n[21s] AGENT: Okay.   (अच्छा।)\n[22s] AGENT: What will be the quantity, sir, approx?   (क्वांटिटी क्या होगा सर, अप्प्रोक्स?)\n[23s] CUSTOMER: Approx, for a month, ours will be 150 ton.   (अप्प्रोक्स महीने का हमारा रहेगा 150 टन।)\n[25s] AGENT: Okay. Can you send me these dimensions once on WhatsApp? I will send you the communication.   (ओके। मुझे एक बार यह डायमेंशन्स भेज देंगे WhatsApp पे? मैं आपको कम्युनिकेशन भेज दूंगी।)\n[28s] CUSTOMER: Dimension is as per our requirement. There are many, it's not like we have a standard one.   (डायमेंशन एस पर रिक्वायरमेंट रहती है हमारी। कई सारे हैं, ऐसा नहीं स्टैंडर्ड नहीं है हमारा।)\n[30s] AGENT: So one one, so whatever is the major quantity, send that, yes I understood.   (तो एक एक, तो जो मेजर क्वांटिटी होगा वो भेज दीजिए, हां मैं समझ गई।)\n[32s] CUSTOMER: Yes, consider one, 1250, 2500 into 6 mm.   (हां, एक मान लीजिए 1250, 2500 into 6 mm.)\n[34s] AGENT: 1250, 2500 into 6 mm, okay.   (1250, 2500 into 6 mm, ठीक है।)\n[36s] CUSTOMER: What will be the rate for this, ma'am?   (इसका क्या रेट पड़ेगा मैम अपना?)\n[38s] AGENT: One second sir, I'll tell you. Where is this delivery?   (वन सेकंड सर, मैं बता देती हूं आपको। कहां पर है यह डिलीवरी?)\n[40s] CUSTOMER: In Sahibabad, in Ghaziabad.   (साहिबाबाद में, गाजियाबाद में।)\n[41s] AGENT: Sahibabad, Hyderabad?   (साहिबाबाद, हैदराबाद?)\n[42s] CUSTOMER: No, Ghaziabad.   (नहीं, गाजियाबाद।)\n[43s] AGENT: Ghaziabad, okay, sorry. Okay, okay.   (गाजियाबाद, ओके, सॉरी। ओके, ओके।)\n[45s] AGENT: One sec.   (वन सेक।)\n[46s] AGENT: I have ex-yard prices from yesterday. I will WhatsApp you the pricing.   (मेरे पास एक्स-यार्ड प्राइसेस हैं कल के। मैं आपको एक प्राइसिंग जो है WhatsApp कर दूंगी।)\n[48s] AGENT: Right now for your understanding, I am telling you a representative price. One second.   (अभी आपके अंडरस्टैंडिंग के लिए मैं एक रिप्रेजेंटेशन प्राइस बता रही हूं। वन सेकंड।)\n[54s] CUSTOMER: Hello?   (हेलो?)\n[55s] AGENT: One second sir, sorry.   (एक सेकंड सर, सॉरी।)\n[58s] AGENT: It's 60,700 plus GST. This is ex-yard.   (60,700 प्लस GST है। यह एक्स-यार्ड है।)\n[60s] CUSTOMER: How much?   (कितना?)\n[1s] AGENT: 60,700.   (60,700।)\n[1s] CUSTOMER: 60,000 means 60,000 per kg?   (60,000 मतलब 60,000 पर केजी?)\n[1s] AGENT: Yes, yes sir, 60,700. I mean, consider it 61.   (हां, हां सर, 60,700। मतलब 61 मानकर चलिए।)\n[1s] CUSTOMER: Consider it 61.   (61 मानकर चलिए।)\n[1s] AGENT: This is the price for coil. For sheet it will be 61. This is an ex-yard price.   (यह कॉइल का प्राइस है। शीट का 61 पड़ेगा। एक्स-यार्ड प्राइस है यह।)\n[2s] CUSTOMER: This will be 61, your, what's it called, with sheet?   (यह 61 पड़ेगा आपका, क्या नाम है, विथ शीट का?)\n[2s] AGENT: Correct.   (करेक्ट।)\n[1s] CUSTOMER: Yes?   (हां?)\n[1s] AGENT: I told you the price for sheet.   (शीट का प्राइस बताया मैंने।)\n[1s] CUSTOMER: Okay, including transportation, right?   (अच्छा, इंक्लूडिंग ट्रांसपोर्टेशन है ना?)\n[1s] AGENT: No sir, I told you ex-yard. It's ex-yard. Freight is not included in this.   (नहीं सर, यह एक्स-यार्ड बताया मैंने। एक्स-यार्ड है। फ्रेट इंक्लूडेड नहीं है इसमें।)\n[1s] AGENT: I will tell you with freight. The address mentioned in the GST, do you need the delivery at that same location, where do you need it?   (मैं विथ फ्रेट आपको बता दूंगी। जो एड्रेस इसमें मेंशंड है GST पे, उसी लोकेशन पे चाहिए आपको डिलीवरी, कहां चाहिए?)\n[1s] AGENT: Hello?   (हेलो?)\n[1s] AGENT: Sir, can you hear me?   (सर, आवाज आ रही है आपको?)\n[1s] AGENT: Hello?   (हेलो?)\n[1s] UNKNOWN: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 52,
  "connected": 1,
  "audio_notes": "noisy: A very loud and persistent siren is audible in the background throughout the call, making it difficult to hear the customer clearly at times.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "52 turns, clean transcript (2% 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer immediately asks for price, use it as a chance to gather specs, but you must pivot back to discovery to understand their business before giving a number.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer with a 150 MT/month requirement, inquired about HR coil pricing. The agent gathered the material specs and provided an ex-yard price. The call ended abruptly while the agent was attempting to calculate the final delivered price, with no next steps confirmed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am calling you from JSW One. ... you recently downloaded the app and perhaps put in an inquiry for HR or CR material?\", \"comment\": \"The opener was warm and correctly referenced the customer's recent app activity, positioning the call as a helpful follow-up.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Where is this delivery?\", \"comment\": \"Agent verified the customer's name and asked for the procurement city, but did not ask about their role in procurement or verify contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"If you are a manufacturer, what will be your requirement?\", \"comment\": \"The agent only asked about business type and monthly tonnage, missing the other 6 discovery questions after being sidetracked by the customer's price inquiry.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education was provided; the agent only gave an ex-yard price without explaining the benefits of the platform like delivered pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"1250, 2500 into 6 mm, ठीक है.\", \"comment\": \"The agent successfully identified a current requirement and captured the material specifications (dimensions, grade, quantity).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly while the agent was trying to get more details for a freight quote; no firm next step was agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for price, use it as a chance to gather specs, but you must pivot back to discovery to understand their business before giving a number.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer with a 150 MT/month requirement, inquired about HR coil pricing. The agent gathered the material specs and provided an ex-yard price. The call ended abruptly while the agent was attempting to calculate the final delivered price, with no next steps confirmed.\"}",
  "error": null,
  "latency_ms": 35681,
  "input_tokens": 4329,
  "output_tokens": 785,
  "created_at": "2026-09-25 11:11:04",
  "sentiment": "positive",
  "sentiment_score": 0.352,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.633,
  "agent_talk_sec": 30.5,
  "customer_talk_sec": 17.7,
  "dead_air_sec": 179.8,
  "longest_monologue_sec": 6.8,
  "agent_wpm": 491.8,
  "interruptions": 0,
  "agent_turns": 30,
  "customer_turns": 21,
  "discovery_qs": 15,
  "words_agent": 250,
  "words_customer": 117,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901887191",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 0.9,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.23,
      "end_s": 1.59,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.38,
      "text_en": "Yes, please speak.",
      "text_native": "हांजी, बोलिए ना।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 3.6,
      "text_en": "Is this Shubham Tiwari speaking?",
      "text_native": "शुभम तिवारी जी बोल रहे हैं ना?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.2,
      "text_en": "Yes, please speak.",
      "text_native": "जी, बोलिए ना।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.2,
      "end_s": 6.0,
      "text_en": "Yes, yes, yes. I am calling you from JSW One.",
      "text_native": "जी, जी, जी। मैं JSW One से कॉल कर रही हूं आपको।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.7,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 7.5,
      "text_en": "JSW One.",
      "text_native": "JSW One."
    },
    {
      "ucid": "21112178901887191",
      "idx": 8,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 8.1,
      "text_en": "Yes yes, please speak.",
      "text_native": "हां हां, बोलिए ना।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 9,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 11.9,
      "text_en": "Yes, sir you recently downloaded the app and perhaps put in an inquiry for HR or CR material?",
      "text_native": "जी, सर आपने रिसेंटली ऐप डाउनलोड किया और शायद इंक्वायरी के लिए डाला था HR या CR मटेरियल का?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 12.5,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 11,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 14.7,
      "text_en": "Hmm, so what is it? If you are a manufacturer, what will be your requirement?",
      "text_native": "हम्म, तो क्या है? अगर आप मैन्युफैक्चरर हैं, क्या रिक्वायरमेंट होगी आपकी?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 12,
      "speaker": "customer",
      "start_s": 14.7,
      "end_s": 16.0,
      "text_en": "What is the rate, ma'am? Will you tell me the rate once?",
      "text_native": "क्या रेट है मैम? रेट बताएंगे एक बार आप?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 13,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.5,
      "text_en": "Which one? I mean, what material do you need?",
      "text_native": "कौन सा? मतलब क्या मटेरियल चाहिए आपको?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 14,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 20.6,
      "text_en": "Like we have a grade, the one we use, it's 20 62, E 250.",
      "text_native": "हमारा जैसे ग्रेड होता है, हमारे पास जो लगता है, 20 62 का होता है, E 250."
    },
    {
      "ucid": "21112178901887191",
      "idx": 15,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 21.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 16,
      "speaker": "agent",
      "start_s": 21.9,
      "end_s": 23.0,
      "text_en": "What will be the quantity, sir, approx?",
      "text_native": "क्वांटिटी क्या होगा सर, अप्प्रोक्स?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 17,
      "speaker": "customer",
      "start_s": 23.2,
      "end_s": 25.0,
      "text_en": "Approx, for a month, ours will be 150 ton.",
      "text_native": "अप्प्रोक्स महीने का हमारा रहेगा 150 टन।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 18,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 28.0,
      "text_en": "Okay. Can you send me these dimensions once on WhatsApp? I will send you the communication.",
      "text_native": "ओके। मुझे एक बार यह डायमेंशन्स भेज देंगे WhatsApp पे? मैं आपको कम्युनिकेशन भेज दूंगी।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 19,
      "speaker": "customer",
      "start_s": 28.0,
      "end_s": 30.2,
      "text_en": "Dimension is as per our requirement. There are many, it's not like we have a standard one.",
      "text_native": "डायमेंशन एस पर रिक्वायरमेंट रहती है हमारी। कई सारे हैं, ऐसा नहीं स्टैंडर्ड नहीं है हमारा।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 20,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 31.7,
      "text_en": "So one one, so whatever is the major quantity, send that, yes I understood.",
      "text_native": "तो एक एक, तो जो मेजर क्वांटिटी होगा वो भेज दीजिए, हां मैं समझ गई।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 21,
      "speaker": "customer",
      "start_s": 31.7,
      "end_s": 34.0,
      "text_en": "Yes, consider one, 1250, 2500 into 6 mm.",
      "text_native": "हां, एक मान लीजिए 1250, 2500 into 6 mm."
    },
    {
      "ucid": "21112178901887191",
      "idx": 22,
      "speaker": "agent",
      "start_s": 34.3,
      "end_s": 36.0,
      "text_en": "1250, 2500 into 6 mm, okay.",
      "text_native": "1250, 2500 into 6 mm, ठीक है।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 23,
      "speaker": "customer",
      "start_s": 36.3,
      "end_s": 37.5,
      "text_en": "What will be the rate for this, ma'am?",
      "text_native": "इसका क्या रेट पड़ेगा मैम अपना?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 24,
      "speaker": "agent",
      "start_s": 37.7,
      "end_s": 39.6,
      "text_en": "One second sir, I'll tell you. Where is this delivery?",
      "text_native": "वन सेकंड सर, मैं बता देती हूं आपको। कहां पर है यह डिलीवरी?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 25,
      "speaker": "customer",
      "start_s": 39.8,
      "end_s": 41.1,
      "text_en": "In Sahibabad, in Ghaziabad.",
      "text_native": "साहिबाबाद में, गाजियाबाद में।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 26,
      "speaker": "agent",
      "start_s": 41.3,
      "end_s": 42.1,
      "text_en": "Sahibabad, Hyderabad?",
      "text_native": "साहिबाबाद, हैदराबाद?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 27,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 42.9,
      "text_en": "No, Ghaziabad.",
      "text_native": "नहीं, गाजियाबाद।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 28,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 44.1,
      "text_en": "Ghaziabad, okay, sorry. Okay, okay.",
      "text_native": "गाजियाबाद, ओके, सॉरी। ओके, ओके।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 29,
      "speaker": "agent",
      "start_s": 44.6,
      "end_s": 44.9,
      "text_en": "One sec.",
      "text_native": "वन सेक।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 30,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 48.4,
      "text_en": "I have ex-yard prices from yesterday. I will WhatsApp you the pricing.",
      "text_native": "मेरे पास एक्स-यार्ड प्राइसेस हैं कल के। मैं आपको एक प्राइसिंग जो है WhatsApp कर दूंगी।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 31,
      "speaker": "agent",
      "start_s": 48.4,
      "end_s": 51.2,
      "text_en": "Right now for your understanding, I am telling you a representative price. One second.",
      "text_native": "अभी आपके अंडरस्टैंडिंग के लिए मैं एक रिप्रेजेंटेशन प्राइस बता रही हूं। वन सेकंड।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 32,
      "speaker": "customer",
      "start_s": 54.0,
      "end_s": 54.4,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 33,
      "speaker": "agent",
      "start_s": 54.8,
      "end_s": 55.6,
      "text_en": "One second sir, sorry.",
      "text_native": "एक सेकंड सर, सॉरी।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 34,
      "speaker": "agent",
      "start_s": 58.3,
      "end_s": 59.5,
      "text_en": "It's 60,700 plus GST. This is ex-yard.",
      "text_native": "60,700 प्लस GST है। यह एक्स-यार्ड है।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 35,
      "speaker": "customer",
      "start_s": 59.5,
      "end_s": 1.0,
      "text_en": "How much?",
      "text_native": "कितना?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 36,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.1,
      "text_en": "60,700.",
      "text_native": "60,700।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 37,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.2,
      "text_en": "60,000 means 60,000 per kg?",
      "text_native": "60,000 मतलब 60,000 पर केजी?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 38,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.4,
      "text_en": "Yes, yes sir, 60,700. I mean, consider it 61.",
      "text_native": "हां, हां सर, 60,700। मतलब 61 मानकर चलिए।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 39,
      "speaker": "customer",
      "start_s": 1.4,
      "end_s": 1.4,
      "text_en": "Consider it 61.",
      "text_native": "61 मानकर चलिए।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 40,
      "speaker": "agent",
      "start_s": 1.4,
      "end_s": 1.7,
      "text_en": "This is the price for coil. For sheet it will be 61. This is an ex-yard price.",
      "text_native": "यह कॉइल का प्राइस है। शीट का 61 पड़ेगा। एक्स-यार्ड प्राइस है यह।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 41,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 1.9,
      "text_en": "This will be 61, your, what's it called, with sheet?",
      "text_native": "यह 61 पड़ेगा आपका, क्या नाम है, विथ शीट का?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 42,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 1.1,
      "text_en": "Correct.",
      "text_native": "करेक्ट।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 43,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.1,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 44,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.11,
      "text_en": "I told you the price for sheet.",
      "text_native": "शीट का प्राइस बताया मैंने।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 45,
      "speaker": "customer",
      "start_s": 1.11,
      "end_s": 1.12,
      "text_en": "Okay, including transportation, right?",
      "text_native": "अच्छा, इंक्लूडिंग ट्रांसपोर्टेशन है ना?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 46,
      "speaker": "agent",
      "start_s": 1.12,
      "end_s": 1.14,
      "text_en": "No sir, I told you ex-yard. It's ex-yard. Freight is not included in this.",
      "text_native": "नहीं सर, यह एक्स-यार्ड बताया मैंने। एक्स-यार्ड है। फ्रेट इंक्लूडेड नहीं है इसमें।"
    },
    {
      "ucid": "21112178901887191",
      "idx": 47,
      "speaker": "agent",
      "start_s": 1.14,
      "end_s": 1.18,
      "text_en": "I will tell you with freight. The address mentioned in the GST, do you need the delivery at that same location, where do you need it?",
      "text_native": "मैं विथ फ्रेट आपको बता दूंगी। जो एड्रेस इसमें मेंशंड है GST पे, उसी लोकेशन पे चाहिए आपको डिलीवरी, कहां चाहिए?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 48,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.2,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 49,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.22,
      "text_en": "Sir, can you hear me?",
      "text_native": "सर, आवाज आ रही है आपको?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 50,
      "speaker": "agent",
      "start_s": 1.24,
      "end_s": 1.24,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901887191",
      "idx": 51,
      "speaker": "unknown",
      "start_s": 1.25,
      "end_s": 1.26,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178901887191",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I am calling you from JSW One. ... you recently downloaded the app and perhaps put in an inquiry for HR or CR material?",
      "comment": "The opener was warm and correctly referenced the customer's recent app activity, positioning the call as a helpful follow-up."
    },
    {
      "ucid": "21112178901887191",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Where is this delivery?",
      "comment": "Agent verified the customer's name and asked for the procurement city, but did not ask about their role in procurement or verify contact details."
    },
    {
      "ucid": "21112178901887191",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "If you are a manufacturer, what will be your requirement?",
      "comment": "The agent only asked about business type and monthly tonnage, missing the other 6 discovery questions after being sidetracked by the customer's price inquiry."
    },
    {
      "ucid": "21112178901887191",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No platform education was provided; the agent only gave an ex-yard price without explaining the benefits of the platform like delivered pricing or test certificates."
    },
    {
      "ucid": "21112178901887191",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "1250, 2500 into 6 mm, ठीक है.",
      "comment": "The agent successfully identified a current requirement and captured the material specifications (dimensions, grade, quantity)."
    },
    {
      "ucid": "21112178901887191",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly while the agent was trying to get more details for a freight quote; no firm next step was agreed upon."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}