{
  "ucid": "21112178903363811",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 15:17:18",
  "end_time": "2026-09-10 15:20:10",
  "duration_sec": 172,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf0a57622c7670bfcca74d93066c66737.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 351,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903363811__DIAf0a57622c7670bfcca74d93066c66737.mp3",
  "audio_bytes": 474768,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 158.256,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हलो?)\n[1s] AGENT: Hello Mr. Kiran from JM Enterprises?\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Kiran ji, hello. This is Sudip speaking from JSW One.   (किरण जी नमस्कार। सुदीप बोल रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes, tell me sir.   (जी बोलिए सर।)\n[7s] AGENT: Your company was registered on our portal, sir. This is a follow-up call regarding steel procurement, sir.   (ये आपका कंपनी रजिस्टर था सर पोर्टल पर हमारे, steel procurement को लेके follow up call था सर।)\n[10s] CUSTOMER: Yes.   (जी।)\n[10s] AGENT: Is there any immediate requirement for HR, HRPO? Something you might need in a day or two?   (ये HR, HRPO में कुछ immediate requirement है? जो एक दो दिन में आपको लगने वाला हो?)\n[14s] CUSTOMER: Actually, if you can give a good rate, then there is a requirement. I need HRPO 3mm.   (Actually अब rate अगर आप सही दे पाए तो requirement तो है ही है। HRPO 3mm चाहिए।)\n[18s] AGENT: Have you recently received a quotation from our end, sir?   (आपको recently quotation मिला हुआ है क्या सर हमारे end से?)\n[20s] CUSTOMER: I haven't sent a request to anyone, so I wouldn't have received a quotation, right?   (अभी तो मैंने किसी को डाला ही नहीं तो quotation नहीं मिलेगा ना।)\n[23s] CUSTOMER: HRPO 3mm 1250 2500, HRPO 5mm 1250 2500, 50-50 ton.\n[28s] AGENT: Will it be on advance payment, sir?   (Advance payment पे हो जाएगा सर?)\n[30s] CUSTOMER: Will you give the material without it?   (उसके बिना माल देंगे क्या?)\n[31s] AGENT: That is, that is the thing. But what stage is this at right now? Are you going to do it immediately or do you just need pricing?   (वो तो, वो तो बात है। But अभी ये क्या stage पे है? Immediate आप करने वाले हो कि सिर्फ pricing चाहिए आपको?)\n[35s] CUSTOMER: Look, if I get the right rate, then it's immediate. You will have to tell me where the material is, which cutter, all these things. It should be cut on a varnish slit cutter and if it's material from JSWL and such, it won't work.   (देखो, rate सही मिलेगा तो immediate. माल कहां है, कौनसे cutter, ये सारी चीजें मेरेको बतानी पड़ेगी। Varnish slit cutter पे कटा हुआ होगा और जैसे JSWL वगेरा का माल होगा तो नहीं चलेगा।)\n[42s] CUSTOMER: If it's from JSW, or Tata, or AMNS, whose material is original, if it's an original PO, then it will work.   (JSW का होगा, Tata का होगा, या AMNS का होगा, जिसका माल मतलब original माल है, original PO है तो चलेगा।)\n[46s] AGENT: You work with primary, primary make.   (Primary, primary make में आप काम करते हो।)\n[48s] CUSTOMER: I need prime only. Otherwise, if you make that Jindal Steel Orissa Limited material, it won't work.   (Prime ही चाहिए। नहीं तो आप वो Jindal Steel Orissa Limited वाला माल बनाएंगे तो नहीं चलता।)\n[51s] AGENT: JSWL doesn't work for you, right?   (JSWL नहीं चलता ना आपको, बराबर?)\n[53s] CUSTOMER: JSWL red, yellow, black, all, all types, all categories are coming, it's also coming hard, it's not reliable.   (JSWL लाल, पीला, काला सब, सब प्रकार, सब category आ रही, hard भी आ रहा है, कुछ भरोसा थोड़ी है उसका।)\n[56s] AGENT: Hmm hmm, correct. So 3mm, 5mm, 1250 2500, 1250 2500, correct?   (हम्म हम्म, बराबर। तो 3mm, 5mm, 1250 2500, 1250 2500, बराबर?)\n[60s] CUSTOMER: Yes ji, yes ji, yes ji.   (हां जी, हां जी, हां जी।)\n[61s] AGENT: And where is your delivery, sir?   (और delivery कहां पे सर आपकी?)\n[62s] CUSTOMER: Nagpur.   (नागपुर।)\n[63s] AGENT: Sir, delivery is in Nagpur?   (सर नागपुर में delivery है?)\n[64s] CUSTOMER: It's needed in Nagpur right now.   (नागपुर में अभी तो चाहिए ना।)\n[65s] AGENT: Which location in Nagpur, sir? Is it the BI and Freeway Petrol Pump one?   (नागपुर में कौनसा location सर आपका? ये BI and Freeway Petrol Pump वाला क्या?)\n[68s] CUSTOMER: Yes ji, Kapsi.   (हां जी, काप्सी।)\n[69s] AGENT: Okay, this Khasra number 135/2...   (अच्छा, ये खसरा नंबर 135/2...)\n[71s] CUSTOMER: The Khasra number doesn't matter, it's the one near Freeway Auto, ahead, Kapsi.   (वो खसरा नंबर से फरक नहीं पड़ता है, वो ही Freeway Auto के पास जो अपनी आगे है, काप्सी।)\n[74s] CUSTOMER: Kapsi Khurd.   (काप्सी खुर्द।)\n[76s] AGENT: Okay, the pin code will be this, right? 441104.   (अच्छा, pin code यही रहेगा ना? 441104.)\n[78s] CUSTOMER: 4400... Yes ji.   (4400... हां जी।)\n[79s] AGENT: 441104. Okay. I'll send you the quotation for this, sir. Let's see how it goes.   (441104. Okay. मैं आपको ना quotation भेज देता हूं सर इसका। देखते हैं कैसा होता है।)\n[82s] CUSTOMER: Give me a tentative rate verbally, I'll tell you right now if it will work or not.   (मुझे जुबानी एक tentative rate बताओ, अभी मैं बता देता हूं पूरेगा कि नहीं पूरेगा।)\n[85s] AGENT: I have to raise an inquiry in the system, sir, I can't tell you the rate directly. Why I am telling you the rate first is, first, in the back end, our team in the warehouse checks the material. If the material's QC is okay, then the approval comes, and then we give the price to the customer.   (मेरेको है ना सर system में inquiry लेनी पड़ती है, मैं directly rate नहीं बता सकता आपको। पहले मैं इसलिए rate क्यों बता रहा हूं, पहले ना back end में हमारा warehouse में team जो है वो material check करती है। Material का अगर QC QC बराबर रहेगा तब जाके approval आएगा, फिर हम आगे price देते हैं customer को।)\n[94s] CUSTOMER: Okay, do it that way, it's fine.   (चलो, वैसा कीजिए, ठीक है।)\n[96s] AGENT: Okay?   (ठीक है?)\n[96s] CUSTOMER: Okay, then okay, let's go.   (चलो, फिर okay, चलिए।)\n[98s] AGENT: Okay boss, thank you.\n[98s] CUSTOMER: Thank you, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 42,
  "connected": 1,
  "audio_notes": "clear: The customer speaks slightly faster than the agent, but both are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "42 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": 6.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You let the customer lead the entire call. You must proactively ask discovery questions (what they make, monthly volume) to understand their business before jumping to a specific requirement.",
  "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": "immediate",
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer from Nagpur, confirmed an immediate requirement for 100 MT of prime HRPO. They were very specific about needing prime material (JSW, Tata, AMNS) and rejecting JSWL. The agent captured the requirement but skipped discovery and pitching. The call ended with the agent promising to send a quote after an internal stock check, without a committed timeline.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Kiran ji, hello. This is Sudip speaking from JSW One.\", \"comment\": \"Agent greeted, used the customer's name, and identified the company, gaining implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any immediate requirement for HR, HRPO? Something you might need in a day or two?\", \"comment\": \"Agent led with a clear hook based on immediate availability, which is a valid supply-led opening.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Will it be on advance payment, sir?\", \"comment\": \"Agent only asked about payment terms and delivery location; all other key information like brands and quantity was volunteered by the customer, not discovered by the agent.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation moved directly from requirement to the quoting process.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any immediate requirement for HR, HRPO?\", \"comment\": \"Agent confirmed an immediate requirement and successfully captured all necessary details (grade, size, qty, location) from the customer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent agreed to send a quotation but did not commit to a specific turnaround time, leaving the next step open-ended.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You let the customer lead the entire call. You must proactively ask discovery questions (what they make, monthly volume) to understand their business before jumping to a specific requirement.\", \"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\": \"immediate\", \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Give me a tentative rate verbally, I'll tell you right now if it will work or not.\", \"response\": \"I have to raise an inquiry in the system, sir, I can't tell you the rate directly.\"}], \"call_summary\": \"The customer, a manufacturer from Nagpur, confirmed an immediate requirement for 100 MT of prime HRPO. They were very specific about needing prime material (JSW, Tata, AMNS) and rejecting JSWL. The agent captured the requirement but skipped discovery and pitching. The call ended with the agent promising to send a quote after an internal stock check, without a committed timeline.\"}",
  "error": null,
  "latency_ms": 39534,
  "input_tokens": 4315,
  "output_tokens": 865,
  "created_at": "2026-09-25 11:08:07",
  "sentiment": "positive",
  "sentiment_score": 0.507,
  "sentiment_confidence": "high",
  "pos": 20,
  "neg": 1,
  "lex_hits": 15,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.497,
  "agent_talk_sec": 45.8,
  "customer_talk_sec": 46.4,
  "dead_air_sec": 79.8,
  "longest_monologue_sec": 9.0,
  "agent_wpm": 309.2,
  "interruptions": 0,
  "agent_turns": 19,
  "customer_turns": 23,
  "discovery_qs": 15,
  "words_agent": 236,
  "words_customer": 225,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903363811",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.4,
      "end_s": 0.8,
      "text_en": "Hello?",
      "text_native": "हलो?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 3.0,
      "text_en": "Hello Mr. Kiran from JM Enterprises?",
      "text_native": "Hello Mr. Kiran from JM Enterprises?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 6.0,
      "text_en": "Kiran ji, hello. This is Sudip speaking from JSW One.",
      "text_native": "किरण जी नमस्कार। सुदीप बोल रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.2,
      "end_s": 6.8,
      "text_en": "Yes, tell me sir.",
      "text_native": "जी बोलिए सर।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 10.2,
      "text_en": "Your company was registered on our portal, sir. This is a follow-up call regarding steel procurement, sir.",
      "text_native": "ये आपका कंपनी रजिस्टर था सर पोर्टल पर हमारे, steel procurement को लेके follow up call था सर।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 10.5,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 13.2,
      "text_en": "Is there any immediate requirement for HR, HRPO? Something you might need in a day or two?",
      "text_native": "ये HR, HRPO में कुछ immediate requirement है? जो एक दो दिन में आपको लगने वाला हो?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 17.8,
      "text_en": "Actually, if you can give a good rate, then there is a requirement. I need HRPO 3mm.",
      "text_native": "Actually अब rate अगर आप सही दे पाए तो requirement तो है ही है। HRPO 3mm चाहिए।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.3,
      "end_s": 20.2,
      "text_en": "Have you recently received a quotation from our end, sir?",
      "text_native": "आपको recently quotation मिला हुआ है क्या सर हमारे end से?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 22.6,
      "text_en": "I haven't sent a request to anyone, so I wouldn't have received a quotation, right?",
      "text_native": "अभी तो मैंने किसी को डाला ही नहीं तो quotation नहीं मिलेगा ना।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.9,
      "end_s": 27.8,
      "text_en": "HRPO 3mm 1250 2500, HRPO 5mm 1250 2500, 50-50 ton.",
      "text_native": "HRPO 3mm 1250 2500, HRPO 5mm 1250 2500, 50-50 ton."
    },
    {
      "ucid": "21112178903363811",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 29.6,
      "text_en": "Will it be on advance payment, sir?",
      "text_native": "Advance payment पे हो जाएगा सर?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.9,
      "end_s": 31.0,
      "text_en": "Will you give the material without it?",
      "text_native": "उसके बिना माल देंगे क्या?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 14,
      "speaker": "agent",
      "start_s": 31.2,
      "end_s": 35.0,
      "text_en": "That is, that is the thing. But what stage is this at right now? Are you going to do it immediately or do you just need pricing?",
      "text_native": "वो तो, वो तो बात है। But अभी ये क्या stage पे है? Immediate आप करने वाले हो कि सिर्फ pricing चाहिए आपको?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 41.2,
      "text_en": "Look, if I get the right rate, then it's immediate. You will have to tell me where the material is, which cutter, all these things. It should be cut on a varnish slit cutter and if it's material from JSWL and such, it won't work.",
      "text_native": "देखो, rate सही मिलेगा तो immediate. माल कहां है, कौनसे cutter, ये सारी चीजें मेरेको बतानी पड़ेगी। Varnish slit cutter पे कटा हुआ होगा और जैसे JSWL वगेरा का माल होगा तो नहीं चलेगा।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 16,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 46.0,
      "text_en": "If it's from JSW, or Tata, or AMNS, whose material is original, if it's an original PO, then it will work.",
      "text_native": "JSW का होगा, Tata का होगा, या AMNS का होगा, जिसका माल मतलब original माल है, original PO है तो चलेगा।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 17,
      "speaker": "agent",
      "start_s": 46.0,
      "end_s": 47.8,
      "text_en": "You work with primary, primary make.",
      "text_native": "Primary, primary make में आप काम करते हो।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 18,
      "speaker": "customer",
      "start_s": 47.8,
      "end_s": 51.2,
      "text_en": "I need prime only. Otherwise, if you make that Jindal Steel Orissa Limited material, it won't work.",
      "text_native": "Prime ही चाहिए। नहीं तो आप वो Jindal Steel Orissa Limited वाला माल बनाएंगे तो नहीं चलता।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 19,
      "speaker": "agent",
      "start_s": 51.4,
      "end_s": 52.8,
      "text_en": "JSWL doesn't work for you, right?",
      "text_native": "JSWL नहीं चलता ना आपको, बराबर?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 20,
      "speaker": "customer",
      "start_s": 52.8,
      "end_s": 56.0,
      "text_en": "JSWL red, yellow, black, all, all types, all categories are coming, it's also coming hard, it's not reliable.",
      "text_native": "JSWL लाल, पीला, काला सब, सब प्रकार, सब category आ रही, hard भी आ रहा है, कुछ भरोसा थोड़ी है उसका।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 21,
      "speaker": "agent",
      "start_s": 56.5,
      "end_s": 59.8,
      "text_en": "Hmm hmm, correct. So 3mm, 5mm, 1250 2500, 1250 2500, correct?",
      "text_native": "हम्म हम्म, बराबर। तो 3mm, 5mm, 1250 2500, 1250 2500, बराबर?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 22,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 60.8,
      "text_en": "Yes ji, yes ji, yes ji.",
      "text_native": "हां जी, हां जी, हां जी।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 23,
      "speaker": "agent",
      "start_s": 60.9,
      "end_s": 62.0,
      "text_en": "And where is your delivery, sir?",
      "text_native": "और delivery कहां पे सर आपकी?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 24,
      "speaker": "customer",
      "start_s": 62.2,
      "end_s": 62.8,
      "text_en": "Nagpur.",
      "text_native": "नागपुर।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 25,
      "speaker": "agent",
      "start_s": 63.2,
      "end_s": 64.2,
      "text_en": "Sir, delivery is in Nagpur?",
      "text_native": "सर नागपुर में delivery है?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 26,
      "speaker": "customer",
      "start_s": 64.2,
      "end_s": 65.2,
      "text_en": "It's needed in Nagpur right now.",
      "text_native": "नागपुर में अभी तो चाहिए ना।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 27,
      "speaker": "agent",
      "start_s": 65.2,
      "end_s": 68.0,
      "text_en": "Which location in Nagpur, sir? Is it the BI and Freeway Petrol Pump one?",
      "text_native": "नागपुर में कौनसा location सर आपका? ये BI and Freeway Petrol Pump वाला क्या?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 28,
      "speaker": "customer",
      "start_s": 68.2,
      "end_s": 68.9,
      "text_en": "Yes ji, Kapsi.",
      "text_native": "हां जी, काप्सी।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 29,
      "speaker": "agent",
      "start_s": 69.4,
      "end_s": 71.0,
      "text_en": "Okay, this Khasra number 135/2...",
      "text_native": "अच्छा, ये खसरा नंबर 135/2..."
    },
    {
      "ucid": "21112178903363811",
      "idx": 30,
      "speaker": "customer",
      "start_s": 71.0,
      "end_s": 74.0,
      "text_en": "The Khasra number doesn't matter, it's the one near Freeway Auto, ahead, Kapsi.",
      "text_native": "वो खसरा नंबर से फरक नहीं पड़ता है, वो ही Freeway Auto के पास जो अपनी आगे है, काप्सी।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 31,
      "speaker": "customer",
      "start_s": 74.5,
      "end_s": 75.4,
      "text_en": "Kapsi Khurd.",
      "text_native": "काप्सी खुर्द।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 32,
      "speaker": "agent",
      "start_s": 75.6,
      "end_s": 77.5,
      "text_en": "Okay, the pin code will be this, right? 441104.",
      "text_native": "अच्छा, pin code यही रहेगा ना? 441104."
    },
    {
      "ucid": "21112178903363811",
      "idx": 33,
      "speaker": "customer",
      "start_s": 77.5,
      "end_s": 78.8,
      "text_en": "4400... Yes ji.",
      "text_native": "4400... हां जी।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 34,
      "speaker": "agent",
      "start_s": 78.8,
      "end_s": 82.2,
      "text_en": "441104. Okay. I'll send you the quotation for this, sir. Let's see how it goes.",
      "text_native": "441104. Okay. मैं आपको ना quotation भेज देता हूं सर इसका। देखते हैं कैसा होता है।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 35,
      "speaker": "customer",
      "start_s": 82.2,
      "end_s": 84.8,
      "text_en": "Give me a tentative rate verbally, I'll tell you right now if it will work or not.",
      "text_native": "मुझे जुबानी एक tentative rate बताओ, अभी मैं बता देता हूं पूरेगा कि नहीं पूरेगा।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 36,
      "speaker": "agent",
      "start_s": 85.2,
      "end_s": 94.2,
      "text_en": "I have to raise an inquiry in the system, sir, I can't tell you the rate directly. Why I am telling you the rate first is, first, in the back end, our team in the warehouse checks the material. If the material's QC is okay, then the approval comes, and then we give the price to the customer.",
      "text_native": "मेरेको है ना सर system में inquiry लेनी पड़ती है, मैं directly rate नहीं बता सकता आपको। पहले मैं इसलिए rate क्यों बता रहा हूं, पहले ना back end में हमारा warehouse में team जो है वो material check करती है। Material का अगर QC QC बराबर रहेगा तब जाके approval आएगा, फिर हम आगे price देते हैं customer को।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 37,
      "speaker": "customer",
      "start_s": 94.4,
      "end_s": 95.8,
      "text_en": "Okay, do it that way, it's fine.",
      "text_native": "चलो, वैसा कीजिए, ठीक है।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 38,
      "speaker": "agent",
      "start_s": 96.0,
      "end_s": 96.4,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178903363811",
      "idx": 39,
      "speaker": "customer",
      "start_s": 96.5,
      "end_s": 97.5,
      "text_en": "Okay, then okay, let's go.",
      "text_native": "चलो, फिर okay, चलिए।"
    },
    {
      "ucid": "21112178903363811",
      "idx": 40,
      "speaker": "agent",
      "start_s": 97.5,
      "end_s": 98.4,
      "text_en": "Okay boss, thank you.",
      "text_native": "Okay boss, thank you."
    },
    {
      "ucid": "21112178903363811",
      "idx": 41,
      "speaker": "customer",
      "start_s": 98.4,
      "end_s": 100.8,
      "text_en": "Thank you, thank you.",
      "text_native": "Thank you, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903363811",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Kiran ji, hello. This is Sudip speaking from JSW One.",
      "comment": "Agent greeted, used the customer's name, and identified the company, gaining implicit permission to proceed."
    },
    {
      "ucid": "21112178903363811",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any immediate requirement for HR, HRPO? Something you might need in a day or two?",
      "comment": "Agent led with a clear hook based on immediate availability, which is a valid supply-led opening."
    },
    {
      "ucid": "21112178903363811",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Will it be on advance payment, sir?",
      "comment": "Agent only asked about payment terms and delivery location; all other key information like brands and quantity was volunteered by the customer, not discovered by the agent."
    },
    {
      "ucid": "21112178903363811",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs; the conversation moved directly from requirement to the quoting process."
    },
    {
      "ucid": "21112178903363811",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any immediate requirement for HR, HRPO?",
      "comment": "Agent confirmed an immediate requirement and successfully captured all necessary details (grade, size, qty, location) from the customer."
    },
    {
      "ucid": "21112178903363811",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent agreed to send a quotation but did not commit to a specific turnaround time, leaving the next step open-ended."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903363811",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Give me a tentative rate verbally, I'll tell you right now if it will work or not.",
      "response": "I have to raise an inquiry in the system, sir, I can't tell you the rate directly."
    }
  ],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}