{
  "ucid": "21112178903326781",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 15:11:07",
  "end_time": "2026-09-10 15:14:16",
  "duration_sec": 189,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAeb7f412ac03f3e726511e48033eb9da3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 355,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178903326781__DIAeb7f412ac03f3e726511e48033eb9da3.mp3",
  "audio_bytes": 490104,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 163.368,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (હેલો.)\n[2s] AGENT: Hello, am I speaking with Jaydev bhai? My name is Paras, I am calling from JSW One.   (હેલો, જયદેવ ભાઈ થી વાત થાય છે? પારસ નામ છે મારું, વાત કરું છું ફ્રોમ JSW One.)\n[6s] CUSTOMER: Yes, tell me.   (હા, બોલો.)\n[7s] AGENT: Uh, your account is visible. Sir, did you search for some requirement? In metal sheet?   (અ તમારું અકાઉન્ટ દેખાઈ રહ્યું. સાહેબ તમે કઈ રિક્વાયરમેન્ટ માટે સર્ચ કરેલું કે? મેટલ શીટ માં?)\n[12s] CUSTOMER: No, no.   (ના ના.)\n[14s] AGENT: Do you deal in any material?   (તમે કોઈ મટીરીયલ માં ડીલ કરો છો કે?)\n[16s] CUSTOMER: No no, I was just exploring.   (ના ના, હું એક્સપ્લોર કરતો તો જસ્ટ.)\n[18s] AGENT: Okay.   (ઓકે.)\n[19s] CUSTOMER: Yes.   (હા.)\n[20s] CUSTOMER: How is the profit margin.   (કઈ રીતે પ્રોફિટ માર્જિન રહે છે એ.)\n[22s] CUSTOMER: The prices for anything were not shown, like that.   (કઈના પ્રાઈઝીસ શો થયા નહિ એવી રીતે.)\n[24s] AGENT: No no, the price is there sir, it is competitive. You will get live prices from us.   (નહિ નહિ, પ્રાઈઝ તો છે સાહેબ, આ કોમ્પિટિટિવ છે. તમને લાઈવ પ્રાઈઝીસ તમને અમારથી મળશે.)\n[28s] AGENT: The JSW One application that is there, okay? So the activity you do in it, so you search or if you have any requirement, you can let us know.   (જે JSW One નું એપ્લિકેશન છે તે, ઓકે? તો એમાં જે એક્ટિવિટી કરો ને, તો તમે જે સર્ચ કરો અથવા તમને કઈ રિક્વાયરમેન્ટ હોય તો તમે જણાવી શકો છો.)\n[35s] AGENT: It will ask you for the price from the other side. The procurement that you want to do.   (તમને સામેથી પ્રાઈઝ પૂછશે તમને. જે તમને પ્રોક્યોરમેન્ટ તમને કરવું છે.)\n[38s] AGENT: So are you starting something or do you already have a setup?   (તો તમે કઈ સ્ટાર્ટ કરી રહ્યા છો કે ઓલરેડી તમારું સેટઅપ છે કઈ?)\n[41s] CUSTOMER: No, we already have a setup.   (ના, ઓલરેડી સેટઅપ છે આપણું.)\n[43s] AGENT: Okay. Where is your setup located?   (ઓકે. ક્યાં ગાડી સેટઅપ છે તમારું?)\n[45s] CUSTOMER: We... Surendranagar, yes.   (આપડે સુરેન્દ્રનગર હા.)\n[47s] AGENT: Okay, yes the address is there, I have seen it.   (અચ્છા, હા છે એડ્રેસ તો મેં દેખી લીધું છે.)\n[49s] AGENT: Okay. So which material do you deal in, sir? What is your purchase generally?   (ઓકે. તો તમે કયા મટીરીયલ માં ડીલ કરો છો સાહેબ? શું તમારું પર્ચેસ હોય છે જનરલી?)\n[53s] CUSTOMER: Yes, right now I am doing a completely different business, you see. I was just exploring this.   (હા અત્યારે તો હું આખું બીજું જ વ્યવસાય કરું છું એમ કે. આ તો હું એક્સપ્લોર કરતો તો.)\n[57s] AGENT: Okay.   (અચ્છા.)\n[58s] CUSTOMER: Hm.   (હમ.)\n[58s] AGENT: You can tell me, if you need any material, you can tell me.   (તમે તમે જણાવી શકો, તમને કઈ મટીરીયલ લાગતું હોય તો મને કહી શકો છો.)\n[102s] CUSTOMER: Hm.   (હમ.)\n[104s] AGENT: Hello?   (હેલો?)\n[104s] CUSTOMER: Yes, tell me.   (હા, બોલો.)\n[105s] AGENT: Yes, so do you purchase the material or does your purchase team do it? How is it?   (હા, તો તમે મટીરીયલ પર્ચેસ કરો છો કે તમારી કોઈ પર્ચેસ ટીમ કરે છે? કેવું છે?)\n[108s] CUSTOMER: No, that team... I still do the purchasing but   (ના, એ ટીમ હજી પર્ચેસ તો હું જ કરું છું પણ)\n[112s] AGENT: Okay.   (ઓકે.)\n[114s] AGENT: So which material do you deal in?   (તો તમે કયા મટીરીયલ માં ડીલ કરો છો?)\n[116s] CUSTOMER: No, right now in bathroom accessories and such.   (ના, અત્યારે તો બાથરૂમ એસેસરીઝ માં ને એમાં.)\n[119s] AGENT: Yes?   (હા?)\n[120s] AGENT: Hello?   (હેલો?)\n[121s] CUSTOMER: Hello.   (હેલો.)\n[122s] AGENT: Yes, your voice is not audible, sir.   (હા, તમારો અવાજ નથી આવતો સાહેબ.)\n[124s] AGENT: Which which materials do you do?   (તમે કયા કયા મટીરીયલ માં કરો છો?)\n[126s] CUSTOMER: We do in bathroom accessories and such right now.   (બાથરૂમ એસેસરીઝ માં ને એમાં કરીએ છીએ અત્યારે તો.)\n[128s] AGENT: Will you WhatsApp me the name of the material?   (તમને WhatsApp કરશો તમને મટીરીયલ નું નામ?)\n[130s] CUSTOMER: Yes. No problem.   (હા. કઈ વાંધો નહિ.)\n[131s] AGENT: Okay? Yes. And if you need any dimensions or if any requirement comes up in the future, you can ping me.   (ઓકે? હા. અને તમને કઈ ડાયમેન્શન જોઈએ તો તમે કઈ ફ્યુચર માં પણ રિક્વાયરમેન્ટ આવે તો તમે મને પિંગ કરી શકો છો.)\n[136s] AGENT: Okay? Or you can also call. Is there any requirement right now? Right now, do you have to buy anything?   (ઓકે? અથવા કોલ પણ કરી શકો છો. અત્યારે કઈ રિક્વાયરમેન્ટ છે? અત્યારે કે તમને કઈ લેવાનું છે?)\n[140s] CUSTOMER: No no, there is nothing like that right now.   (ના ના, અત્યારે કઈ એવું છે નહિ.)\n[142s] AGENT: Okay, that will work, sir. Okay. So I have sent you a WhatsApp.   (ઓકે, ચાલશે સાહેબ. ઓકે. તો મેં તમને WhatsApp નાખ્યું છે.)\n[144s] CUSTOMER: Yes. No problem.   (હા. કઈ વાંધો નહિ.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 45,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly lower in volume than the agent's but remains understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "45 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": 2.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer has no immediate requirement, your goal is to schedule a specific follow-up call for a future date (e.g., 'Can I call you back in the first week of July?'). A generic 'call me if you need anything' is a lost opportunity.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "bathroom accessories",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registrant who was exploring the platform. The customer eventually revealed they are in the 'bathroom accessories' business, which is a product mismatch. The agent failed to conduct deep discovery or set a concrete next step, ending the call by asking the customer to get in touch for any future needs.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, am I speaking with Jaydev bhai? My name is Paras, I am calling from JSW One.\", \"comment\": \"The agent gave a standard, non-pushy opening that referenced the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Yes, so do you purchase the material or does your purchase team do it? How is it?\", \"comment\": \"The agent confirmed name, city, and procurement involvement, but did not verify contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only asked about business type and end application, failing to probe for quantity, brands, or buying patterns.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No no, the price is there sir, it is competitive. You will get live prices from us.\", \"comment\": \"The agent addressed the customer's specific question about not seeing prices on the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked about a current requirement but failed to schedule a specific callback date when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'ping me if you need anything' rather than a scheduled quote, callback, or walkthrough.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer has no immediate requirement, your goal is to schedule a specific follow-up call for a future date (e.g., 'Can I call you back in the first week of July?'). A generic 'call me if you need anything' is a lost opportunity.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"bathroom accessories\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"handled\", \"evidence\": \"No no, I was just exploring.\", \"response\": \"No no, the price is there sir, it is competitive. You will get live prices from us.\"}], \"call_summary\": \"The agent contacted a new registrant who was exploring the platform. The customer eventually revealed they are in the 'bathroom accessories' business, which is a product mismatch. The agent failed to conduct deep discovery or set a concrete next step, ending the call by asking the customer to get in touch for any future needs.\"}",
  "error": null,
  "latency_ms": 42770,
  "input_tokens": 4320,
  "output_tokens": 859,
  "created_at": "2026-09-25 11:08:21",
  "sentiment": "negative",
  "sentiment_score": -0.616,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 12,
  "lex_hits": 14,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.793,
  "agent_talk_sec": 99.1,
  "customer_talk_sec": 25.8,
  "dead_air_sec": 64.1,
  "longest_monologue_sec": 43.0,
  "agent_wpm": 159.2,
  "interruptions": 0,
  "agent_turns": 25,
  "customer_turns": 20,
  "discovery_qs": 21,
  "words_agent": 263,
  "words_customer": 100,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178903326781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.88,
      "end_s": 1.38,
      "text_en": "Hello.",
      "text_native": "હેલો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 5.58,
      "text_en": "Hello, am I speaking with Jaydev bhai? My name is Paras, I am calling from JSW One.",
      "text_native": "હેલો, જયદેવ ભાઈ થી વાત થાય છે? પારસ નામ છે મારું, વાત કરું છું ફ્રોમ JSW One."
    },
    {
      "ucid": "21112178903326781",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.36,
      "text_en": "Yes, tell me.",
      "text_native": "હા, બોલો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 11.09,
      "text_en": "Uh, your account is visible. Sir, did you search for some requirement? In metal sheet?",
      "text_native": "અ તમારું અકાઉન્ટ દેખાઈ રહ્યું. સાહેબ તમે કઈ રિક્વાયરમેન્ટ માટે સર્ચ કરેલું કે? મેટલ શીટ માં?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.38,
      "text_en": "No, no.",
      "text_native": "ના ના."
    },
    {
      "ucid": "21112178903326781",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.56,
      "end_s": 15.29,
      "text_en": "Do you deal in any material?",
      "text_native": "તમે કોઈ મટીરીયલ માં ડીલ કરો છો કે?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 17.5,
      "text_en": "No no, I was just exploring.",
      "text_native": "ના ના, હું એક્સપ્લોર કરતો તો જસ્ટ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 18.48,
      "text_en": "Okay.",
      "text_native": "ઓકે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.7,
      "end_s": 19.0,
      "text_en": "Yes.",
      "text_native": "હા."
    },
    {
      "ucid": "21112178903326781",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 21.5,
      "text_en": "How is the profit margin.",
      "text_native": "કઈ રીતે પ્રોફિટ માર્જિન રહે છે એ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 24.0,
      "text_en": "The prices for anything were not shown, like that.",
      "text_native": "કઈના પ્રાઈઝીસ શો થયા નહિ એવી રીતે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.33,
      "end_s": 28.13,
      "text_en": "No no, the price is there sir, it is competitive. You will get live prices from us.",
      "text_native": "નહિ નહિ, પ્રાઈઝ તો છે સાહેબ, આ કોમ્પિટિટિવ છે. તમને લાઈવ પ્રાઈઝીસ તમને અમારથી મળશે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.13,
      "end_s": 34.53,
      "text_en": "The JSW One application that is there, okay? So the activity you do in it, so you search or if you have any requirement, you can let us know.",
      "text_native": "જે JSW One નું એપ્લિકેશન છે તે, ઓકે? તો એમાં જે એક્ટિવિટી કરો ને, તો તમે જે સર્ચ કરો અથવા તમને કઈ રિક્વાયરમેન્ટ હોય તો તમે જણાવી શકો છો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 13,
      "speaker": "agent",
      "start_s": 34.53,
      "end_s": 37.63,
      "text_en": "It will ask you for the price from the other side. The procurement that you want to do.",
      "text_native": "તમને સામેથી પ્રાઈઝ પૂછશે તમને. જે તમને પ્રોક્યોરમેન્ટ તમને કરવું છે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 14,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 41.0,
      "text_en": "So are you starting something or do you already have a setup?",
      "text_native": "તો તમે કઈ સ્ટાર્ટ કરી રહ્યા છો કે ઓલરેડી તમારું સેટઅપ છે કઈ?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 15,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 42.8,
      "text_en": "No, we already have a setup.",
      "text_native": "ના, ઓલરેડી સેટઅપ છે આપણું."
    },
    {
      "ucid": "21112178903326781",
      "idx": 16,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 44.8,
      "text_en": "Okay. Where is your setup located?",
      "text_native": "ઓકે. ક્યાં ગાડી સેટઅપ છે તમારું?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 17,
      "speaker": "customer",
      "start_s": 45.2,
      "end_s": 46.5,
      "text_en": "We... Surendranagar, yes.",
      "text_native": "આપડે સુરેન્દ્રનગર હા."
    },
    {
      "ucid": "21112178903326781",
      "idx": 18,
      "speaker": "agent",
      "start_s": 46.8,
      "end_s": 48.8,
      "text_en": "Okay, yes the address is there, I have seen it.",
      "text_native": "અચ્છા, હા છે એડ્રેસ તો મેં દેખી લીધું છે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 19,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 52.5,
      "text_en": "Okay. So which material do you deal in, sir? What is your purchase generally?",
      "text_native": "ઓકે. તો તમે કયા મટીરીયલ માં ડીલ કરો છો સાહેબ? શું તમારું પર્ચેસ હોય છે જનરલી?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 20,
      "speaker": "customer",
      "start_s": 52.8,
      "end_s": 56.5,
      "text_en": "Yes, right now I am doing a completely different business, you see. I was just exploring this.",
      "text_native": "હા અત્યારે તો હું આખું બીજું જ વ્યવસાય કરું છું એમ કે. આ તો હું એક્સપ્લોર કરતો તો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 21,
      "speaker": "agent",
      "start_s": 56.8,
      "end_s": 57.2,
      "text_en": "Okay.",
      "text_native": "અચ્છા."
    },
    {
      "ucid": "21112178903326781",
      "idx": 22,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 58.0,
      "text_en": "Hm.",
      "text_native": "હમ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 23,
      "speaker": "agent",
      "start_s": 58.5,
      "end_s": 101.5,
      "text_en": "You can tell me, if you need any material, you can tell me.",
      "text_native": "તમે તમે જણાવી શકો, તમને કઈ મટીરીયલ લાગતું હોય તો મને કહી શકો છો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 24,
      "speaker": "customer",
      "start_s": 101.8,
      "end_s": 102.0,
      "text_en": "Hm.",
      "text_native": "હમ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 25,
      "speaker": "agent",
      "start_s": 103.8,
      "end_s": 104.2,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 26,
      "speaker": "customer",
      "start_s": 104.5,
      "end_s": 104.9,
      "text_en": "Yes, tell me.",
      "text_native": "હા, બોલો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 27,
      "speaker": "agent",
      "start_s": 105.0,
      "end_s": 108.0,
      "text_en": "Yes, so do you purchase the material or does your purchase team do it? How is it?",
      "text_native": "હા, તો તમે મટીરીયલ પર્ચેસ કરો છો કે તમારી કોઈ પર્ચેસ ટીમ કરે છે? કેવું છે?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 28,
      "speaker": "customer",
      "start_s": 108.2,
      "end_s": 110.8,
      "text_en": "No, that team... I still do the purchasing but",
      "text_native": "ના, એ ટીમ હજી પર્ચેસ તો હું જ કરું છું પણ"
    },
    {
      "ucid": "21112178903326781",
      "idx": 29,
      "speaker": "agent",
      "start_s": 111.8,
      "end_s": 112.2,
      "text_en": "Okay.",
      "text_native": "ઓકે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 30,
      "speaker": "agent",
      "start_s": 114.0,
      "end_s": 115.5,
      "text_en": "So which material do you deal in?",
      "text_native": "તો તમે કયા મટીરીયલ માં ડીલ કરો છો?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 31,
      "speaker": "customer",
      "start_s": 116.0,
      "end_s": 118.5,
      "text_en": "No, right now in bathroom accessories and such.",
      "text_native": "ના, અત્યારે તો બાથરૂમ એસેસરીઝ માં ને એમાં."
    },
    {
      "ucid": "21112178903326781",
      "idx": 32,
      "speaker": "agent",
      "start_s": 118.8,
      "end_s": 119.0,
      "text_en": "Yes?",
      "text_native": "હા?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 33,
      "speaker": "agent",
      "start_s": 120.5,
      "end_s": 120.8,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 34,
      "speaker": "customer",
      "start_s": 121.2,
      "end_s": 121.5,
      "text_en": "Hello.",
      "text_native": "હેલો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 35,
      "speaker": "agent",
      "start_s": 121.8,
      "end_s": 123.0,
      "text_en": "Yes, your voice is not audible, sir.",
      "text_native": "હા, તમારો અવાજ નથી આવતો સાહેબ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 36,
      "speaker": "agent",
      "start_s": 123.5,
      "end_s": 125.0,
      "text_en": "Which which materials do you do?",
      "text_native": "તમે કયા કયા મટીરીયલ માં કરો છો?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 37,
      "speaker": "customer",
      "start_s": 125.5,
      "end_s": 127.5,
      "text_en": "We do in bathroom accessories and such right now.",
      "text_native": "બાથરૂમ એસેસરીઝ માં ને એમાં કરીએ છીએ અત્યારે તો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 38,
      "speaker": "agent",
      "start_s": 128.0,
      "end_s": 130.0,
      "text_en": "Will you WhatsApp me the name of the material?",
      "text_native": "તમને WhatsApp કરશો તમને મટીરીયલ નું નામ?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 39,
      "speaker": "customer",
      "start_s": 130.2,
      "end_s": 131.2,
      "text_en": "Yes. No problem.",
      "text_native": "હા. કઈ વાંધો નહિ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 40,
      "speaker": "agent",
      "start_s": 131.2,
      "end_s": 136.0,
      "text_en": "Okay? Yes. And if you need any dimensions or if any requirement comes up in the future, you can ping me.",
      "text_native": "ઓકે? હા. અને તમને કઈ ડાયમેન્શન જોઈએ તો તમે કઈ ફ્યુચર માં પણ રિક્વાયરમેન્ટ આવે તો તમે મને પિંગ કરી શકો છો."
    },
    {
      "ucid": "21112178903326781",
      "idx": 41,
      "speaker": "agent",
      "start_s": 136.0,
      "end_s": 139.5,
      "text_en": "Okay? Or you can also call. Is there any requirement right now? Right now, do you have to buy anything?",
      "text_native": "ઓકે? અથવા કોલ પણ કરી શકો છો. અત્યારે કઈ રિક્વાયરમેન્ટ છે? અત્યારે કે તમને કઈ લેવાનું છે?"
    },
    {
      "ucid": "21112178903326781",
      "idx": 42,
      "speaker": "customer",
      "start_s": 139.8,
      "end_s": 141.0,
      "text_en": "No no, there is nothing like that right now.",
      "text_native": "ના ના, અત્યારે કઈ એવું છે નહિ."
    },
    {
      "ucid": "21112178903326781",
      "idx": 43,
      "speaker": "agent",
      "start_s": 141.5,
      "end_s": 144.2,
      "text_en": "Okay, that will work, sir. Okay. So I have sent you a WhatsApp.",
      "text_native": "ઓકે, ચાલશે સાહેબ. ઓકે. તો મેં તમને WhatsApp નાખ્યું છે."
    },
    {
      "ucid": "21112178903326781",
      "idx": 44,
      "speaker": "customer",
      "start_s": 144.5,
      "end_s": 145.5,
      "text_en": "Yes. No problem.",
      "text_native": "હા. કઈ વાંધો નહિ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903326781",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hello, am I speaking with Jaydev bhai? My name is Paras, I am calling from JSW One.",
      "comment": "The agent gave a standard, non-pushy opening that referenced the customer's registration."
    },
    {
      "ucid": "21112178903326781",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 3,
      "evidence": "Yes, so do you purchase the material or does your purchase team do it? How is it?",
      "comment": "The agent confirmed name, city, and procurement involvement, but did not verify contact details."
    },
    {
      "ucid": "21112178903326781",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "The agent only asked about business type and end application, failing to probe for quantity, brands, or buying patterns."
    },
    {
      "ucid": "21112178903326781",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "No no, the price is there sir, it is competitive. You will get live prices from us.",
      "comment": "The agent addressed the customer's specific question about not seeing prices on the platform."
    },
    {
      "ucid": "21112178903326781",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked about a current requirement but failed to schedule a specific callback date when the customer said no."
    },
    {
      "ucid": "21112178903326781",
      "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 with a generic 'ping me if you need anything' rather than a scheduled quote, callback, or walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903326781",
      "obj_type": "just_registered_to_check",
      "state": "handled",
      "evidence": "No no, I was just exploring.",
      "response": "No no, the price is there sir, it is competitive. You will get live prices from us."
    }
  ],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}