{
  "ucid": "21112178903376531",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 15:19:25",
  "end_time": "2026-09-10 15:21:20",
  "duration_sec": 115,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAedc56d2cc5aa0339c677b4226667dc8e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 348,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903376531__DIAedc56d2cc5aa0339c677b4226667dc8e.mp3",
  "audio_bytes": 290736,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 96.912,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Hello, tell me.   (Hello, ಹೇಳಿ.)\n[3s] AGENT: Sir, greetings, is this Prasanth speaking? This is Lakshmi.   (ಸರ್ ನಮಸ್ಕಾರ ಪ್ರಶಾಂತ್ ಅವರ ಮಾತಾಡಿದ್ದು? ಲಕ್ಷ್ಮಿ ಅಂದಿ.)\n[4s] CUSTOMER: Yes.   (ಹೌದು.)\n[6s] AGENT: Sir, I am calling you from JSW One.   (ಸರ್, ನಾನು JSW One ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ ನಿಮಗೆ.)\n[8s] CUSTOMER: Tell me, madam.   (ಹೇಳಿ ಮೇಡಂ.)\n[9s] AGENT: Sir, you have given an enquiry to us some four-five times, on our JSW One platform.   (ಸರ್, ನೀವು ಒಂದು ನಾಲ್ಕೈದು ಸರಿ enquiry ಕೊಟ್ಟಿದ್ದೀರಾ ನಮಗೆ, ನಮ್ಮ JSW One platform ಅಲ್ಲಿ.)\n[13s] CUSTOMER: Okay.\n[14s] AGENT: But no order was closed. I think it's mostly for prices, that's the feedback we've received.   (ಮತ್ತೆ ಯಾವ್ದೋ order close ಆಗ್ಲಿಲ್ಲ. Mostly for prices ಅನ್ಕೋತೀನಿ, ಏನ್ feedback ಬಂದಿದೆ ಅಂತ.)\n[16s] CUSTOMER: Yes, madam. The price didn't match, that's why.   (ಹೌದು ಮೇಡಂ. Price match ಆಗಿಲ್ಲ, ಹಂಗಾಗಿ.)\n[18s] AGENT: The price didn't match?   (Price match ಆಗ್ಲಿಲ್ವಾ?)\n[19s] CUSTOMER: Yes. The price didn't match, madam.   (ಹೌದು. Price match ಆಗಿಲ್ಲ ಮೇಡಂ.)\n[20s] AGENT: Okay, okay. Can I know what you manufacture?   (ಹಾ ಹಾ. ನೀವು ಏನ್ manufacture ಮಾಡ್ತೀರಾ ಅಂತ ತಿಳ್ಕೊಬಹುದಾ?)\n[22s] CUSTOMER: Pre-engineering building.\n[24s] AGENT: Oh, PEB. Okay. Okay, okay.\n[26s] AGENT: What is your monthly requirement, sir?   (ಏನ್ requirement ಇರುತ್ತೆ ಸರ್ monthly ನಿಮಗೆ?)\n[28s] CUSTOMER: Monthly, it comes to around 150 tons.   (Monthly ಒಂದು 150 ton ಬರುತ್ತೆ.)\n[30s] AGENT: 150 tons are needed. Specifically HR, HR, HRPO?   (150 ton ಬೇಕು. Specifically HR ನಾ, HR, HRPO?)\n[32s] CUSTOMER: HR, ISMB, everything, lumpsum.   (HR, ISMB, ಎಲ್ಲಾ lamsam.)\n[34s] AGENT: ISMB, okay. Beams, channel, angle, everything is included.   (ISMB, okay. Beams, channel, angle, ಎಲ್ಲಾ ಬರುತ್ತೆ.)\n[36s] CUSTOMER: Everything, everything is included.   (ಎಲ್ಲಾ, ಎಲ್ಲಾ ಬರುತ್ತೆ.)\n[36s] AGENT: Okay. Plate, beams, channel, angle.\n[38s] AGENT: Okay. So, what price are you getting now?   (Okay. So, ಏನ್ price ತಗೋತಾ ಇದ್ದೀರಾ ಇವಾಗ?)\n[40s] CUSTOMER: Uh, I haven't placed any order recently, madam. That is wrong. But I have an enquiry, two-three projects, I can send it if you want.   (ಆ, ಈಗ ಯಾವ್ದೋ order recent ಆಗಿ place ಮಾಡಿಲ್ಲ ಮೇಡಂ. ಈ ತಪ್ಪಾಗಿದೆ. But ಒಂದು enquiry ಇದಾವೆ, ಎರಡು-ಮೂರು project, ಕಳಿಸಿಕೊಡ್ತೀನಿ ಬೇಕಾದ್ರೆ.)\n[44s] AGENT: To where?   (ಎಲ್ಲಿಗೆ?)\n[45s] CUSTOMER: I'll send it to you, give me the rate.   (ನಿಮಗೆ ಕಳಿಸಿಕೊಡ್ತೀನಿ, rate ಕೊಡಿ.)\n[46s] AGENT: No, no, where, where is the delivery?   (ಅಲ್ಲ ಅಲ್ಲ, ಎಲ್ಲಿ, ಎಲ್ಲಿಗೆ delivery?)\n[48s] CUSTOMER: Bangalore, Bangalore, Bangalore, Bangalore. All in Bangalore.   (Bangalore, Bangalore, Bangalore, Bangalore. ಎಲ್ಲಾ Bangalore.)\n[50s] AGENT: Where in Bangalore?   (Bangalore ಅಲ್ಲಿ ಎಲ್ಲಿ?)\n[50s] CUSTOMER: In Bangalore, Dasanapura and Sreegandhikaval.   (Bangalore ಅಲ್ಲಿ ದಾಸನಪುರ ಮತ್ತೆ ಶ್ರೀಗಂಧಿಕಾವಲ್.)\n[52s] AGENT: Okay.\n[53s] AGENT: Alright sir, I will do it after asking. I will give you WhatsApp communication from this same number.   (ಸರಿ ಸರ್, ನಾನು ಕೇಳಿದ್ಮೇಲೆ ಮಾಡ್ತೀನಿ. ಇದೇ ನಂಬರ್ ಇಂದ ನಿಮಗೆ WhatsApp communication ಕೊಡ್ತೀನಿ.)\n[56s] CUSTOMER: Okay.\n[56s] AGENT: You said you have an enquiry for those three locations, send it. I will give the price, if it matches for you, we'll take a call.   (ನನಗೆ ಆ ಮೂರು location enquiry ಇದೆ ಅಂತ ಹೇಳಿದ್ರಲ್ಲ, ಕಳ್ಸಿ. ನಾನು price ಕೊಡ್ತೀನಿ, ನಿಮಗೆ match ಆದ್ರೆ, we'll take a call.)\n[59s] CUSTOMER: Okay.\n[60s] CUSTOMER: Okay, madam.\n[100s] AGENT: Huh?\n[100s] CUSTOMER: Okay, madam.\n[101s] AGENT: Right sir, thank you.\n[102s] CUSTOMER: Okay.",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 41,
  "connected": 1,
  "audio_notes": "clear: The audio is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "41 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "When a customer confirms price was a past issue, you must use discovery to build value with relevant USPs (like all-inclusive landed cost) before asking them to send an enquiry.",
  "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 agent contacted a past lead, a PEB manufacturer with a 150 MT/month requirement, who confirmed previous enquiries were lost on price. The customer has a new requirement for 2-3 projects in Bangalore and agreed to send the details. The agent committed to providing a price quote via WhatsApp upon receipt of the enquiry.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling you from JSW One.\", \"comment\": \"Agent greeted, used the customer's name, and identified themself and the company; the customer engaged immediately, giving implicit permission.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I think it's mostly for prices, that's the feedback we've received.\", \"comment\": \"Agent used the customer's past enquiry history to create a strong, relevant hook based on the known issue of price.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Can I know what you manufacture?\", \"comment\": \"Agent successfully discovered what the customer manufactures (PEB), the end application (PEB), and their monthly tonnage (150 MT), but did not ask about current suppliers, JSW share, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, even after the customer confirmed price was the reason for not ordering in the past.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the customer offered a new requirement, the agent only qualified the delivery location and failed to ask for grade, thickness, width, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You said you have an enquiry for those three locations, send it. I will give the price, if it matches for you, we'll take a call.\", \"comment\": \"Agent set a clear and committed next step: the customer will send the enquiry and the agent will provide a price.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer confirms price was a past issue, you must use discovery to build value with relevant USPs (like all-inclusive landed cost) before asking them to send an enquiry.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The price didn't match, that's why.\", \"response\": \"The price didn't match?\"}], \"call_summary\": \"The agent contacted a past lead, a PEB manufacturer with a 150 MT/month requirement, who confirmed previous enquiries were lost on price. The customer has a new requirement for 2-3 projects in Bangalore and agreed to send the details. The agent committed to providing a price quote via WhatsApp upon receipt of the enquiry.\"}",
  "error": null,
  "latency_ms": 41981,
  "input_tokens": 3804,
  "output_tokens": 878,
  "created_at": "2026-09-25 11:07:59",
  "sentiment": "positive",
  "sentiment_score": 0.371,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 1,
  "lex_hits": 15,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.345,
  "agent_talk_sec": 34.9,
  "customer_talk_sec": 66.2,
  "dead_air_sec": 13.9,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 283.7,
  "interruptions": 0,
  "agent_turns": 21,
  "customer_turns": 20,
  "discovery_qs": 10,
  "words_agent": 165,
  "words_customer": 95,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903376531",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178903376531",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178903376531",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.5,
      "text_en": "Hello, tell me.",
      "text_native": "Hello, ಹೇಳಿ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 4.5,
      "text_en": "Sir, greetings, is this Prasanth speaking? This is Lakshmi.",
      "text_native": "ಸರ್ ನಮಸ್ಕಾರ ಪ್ರಶಾಂತ್ ಅವರ ಮಾತಾಡಿದ್ದು? ಲಕ್ಷ್ಮಿ ಅಂದಿ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.5,
      "end_s": 5.2,
      "text_en": "Yes.",
      "text_native": "ಹೌದು."
    },
    {
      "ucid": "21112178903376531",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 7.5,
      "text_en": "Sir, I am calling you from JSW One.",
      "text_native": "ಸರ್, ನಾನು JSW One ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ ನಿಮಗೆ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 8.5,
      "text_en": "Tell me, madam.",
      "text_native": "ಹೇಳಿ ಮೇಡಂ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 13.0,
      "text_en": "Sir, you have given an enquiry to us some four-five times, on our JSW One platform.",
      "text_native": "ಸರ್, ನೀವು ಒಂದು ನಾಲ್ಕೈದು ಸರಿ enquiry ಕೊಟ್ಟಿದ್ದೀರಾ ನಮಗೆ, ನಮ್ಮ JSW One platform ಅಲ್ಲಿ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 13.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178903376531",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 16.5,
      "text_en": "But no order was closed. I think it's mostly for prices, that's the feedback we've received.",
      "text_native": "ಮತ್ತೆ ಯಾವ್ದೋ order close ಆಗ್ಲಿಲ್ಲ. Mostly for prices ಅನ್ಕೋತೀನಿ, ಏನ್ feedback ಬಂದಿದೆ ಅಂತ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 18.5,
      "text_en": "Yes, madam. The price didn't match, that's why.",
      "text_native": "ಹೌದು ಮೇಡಂ. Price match ಆಗಿಲ್ಲ, ಹಂಗಾಗಿ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 19.0,
      "text_en": "The price didn't match?",
      "text_native": "Price match ಆಗ್ಲಿಲ್ವಾ?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 20.5,
      "text_en": "Yes. The price didn't match, madam.",
      "text_native": "ಹೌದು. Price match ಆಗಿಲ್ಲ ಮೇಡಂ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.5,
      "end_s": 22.5,
      "text_en": "Okay, okay. Can I know what you manufacture?",
      "text_native": "ಹಾ ಹಾ. ನೀವು ಏನ್ manufacture ಮಾಡ್ತೀರಾ ಅಂತ ತಿಳ್ಕೊಬಹುದಾ?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.8,
      "text_en": "Pre-engineering building.",
      "text_native": "Pre-engineering building."
    },
    {
      "ucid": "21112178903376531",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 26.5,
      "text_en": "Oh, PEB. Okay. Okay, okay.",
      "text_native": "Oh, PEB. Okay. Okay, okay."
    },
    {
      "ucid": "21112178903376531",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 28.5,
      "text_en": "What is your monthly requirement, sir?",
      "text_native": "ಏನ್ requirement ಇರುತ್ತೆ ಸರ್ monthly ನಿಮಗೆ?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 17,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 30.5,
      "text_en": "Monthly, it comes to around 150 tons.",
      "text_native": "Monthly ಒಂದು 150 ton ಬರುತ್ತೆ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 32.5,
      "text_en": "150 tons are needed. Specifically HR, HR, HRPO?",
      "text_native": "150 ton ಬೇಕು. Specifically HR ನಾ, HR, HRPO?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 19,
      "speaker": "customer",
      "start_s": 32.5,
      "end_s": 34.5,
      "text_en": "HR, ISMB, everything, lumpsum.",
      "text_native": "HR, ISMB, ಎಲ್ಲಾ lamsam."
    },
    {
      "ucid": "21112178903376531",
      "idx": 20,
      "speaker": "agent",
      "start_s": 34.5,
      "end_s": 36.0,
      "text_en": "ISMB, okay. Beams, channel, angle, everything is included.",
      "text_native": "ISMB, okay. Beams, channel, angle, ಎಲ್ಲಾ ಬರುತ್ತೆ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 21,
      "speaker": "customer",
      "start_s": 36.0,
      "end_s": 36.5,
      "text_en": "Everything, everything is included.",
      "text_native": "ಎಲ್ಲಾ, ಎಲ್ಲಾ ಬರುತ್ತೆ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 22,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 37.5,
      "text_en": "Okay. Plate, beams, channel, angle.",
      "text_native": "Okay. Plate, beams, channel, angle."
    },
    {
      "ucid": "21112178903376531",
      "idx": 23,
      "speaker": "agent",
      "start_s": 37.5,
      "end_s": 39.5,
      "text_en": "Okay. So, what price are you getting now?",
      "text_native": "Okay. So, ಏನ್ price ತಗೋತಾ ಇದ್ದೀರಾ ಇವಾಗ?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 24,
      "speaker": "customer",
      "start_s": 39.8,
      "end_s": 44.5,
      "text_en": "Uh, I haven't placed any order recently, madam. That is wrong. But I have an enquiry, two-three projects, I can send it if you want.",
      "text_native": "ಆ, ಈಗ ಯಾವ್ದೋ order recent ಆಗಿ place ಮಾಡಿಲ್ಲ ಮೇಡಂ. ಈ ತಪ್ಪಾಗಿದೆ. But ಒಂದು enquiry ಇದಾವೆ, ಎರಡು-ಮೂರು project, ಕಳಿಸಿಕೊಡ್ತೀನಿ ಬೇಕಾದ್ರೆ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 25,
      "speaker": "agent",
      "start_s": 44.5,
      "end_s": 45.0,
      "text_en": "To where?",
      "text_native": "ಎಲ್ಲಿಗೆ?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 26,
      "speaker": "customer",
      "start_s": 45.0,
      "end_s": 46.5,
      "text_en": "I'll send it to you, give me the rate.",
      "text_native": "ನಿಮಗೆ ಕಳಿಸಿಕೊಡ್ತೀನಿ, rate ಕೊಡಿ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 27,
      "speaker": "agent",
      "start_s": 46.5,
      "end_s": 48.0,
      "text_en": "No, no, where, where is the delivery?",
      "text_native": "ಅಲ್ಲ ಅಲ್ಲ, ಎಲ್ಲಿ, ಎಲ್ಲಿಗೆ delivery?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 28,
      "speaker": "customer",
      "start_s": 48.0,
      "end_s": 49.5,
      "text_en": "Bangalore, Bangalore, Bangalore, Bangalore. All in Bangalore.",
      "text_native": "Bangalore, Bangalore, Bangalore, Bangalore. ಎಲ್ಲಾ Bangalore."
    },
    {
      "ucid": "21112178903376531",
      "idx": 29,
      "speaker": "agent",
      "start_s": 49.5,
      "end_s": 50.0,
      "text_en": "Where in Bangalore?",
      "text_native": "Bangalore ಅಲ್ಲಿ ಎಲ್ಲಿ?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 30,
      "speaker": "customer",
      "start_s": 50.0,
      "end_s": 52.5,
      "text_en": "In Bangalore, Dasanapura and Sreegandhikaval.",
      "text_native": "Bangalore ಅಲ್ಲಿ ದಾಸನಪುರ ಮತ್ತೆ ಶ್ರೀಗಂಧಿಕಾವಲ್."
    },
    {
      "ucid": "21112178903376531",
      "idx": 31,
      "speaker": "agent",
      "start_s": 52.5,
      "end_s": 53.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178903376531",
      "idx": 32,
      "speaker": "agent",
      "start_s": 53.0,
      "end_s": 55.5,
      "text_en": "Alright sir, I will do it after asking. I will give you WhatsApp communication from this same number.",
      "text_native": "ಸರಿ ಸರ್, ನಾನು ಕೇಳಿದ್ಮೇಲೆ ಮಾಡ್ತೀನಿ. ಇದೇ ನಂಬರ್ ಇಂದ ನಿಮಗೆ WhatsApp communication ಕೊಡ್ತೀನಿ."
    },
    {
      "ucid": "21112178903376531",
      "idx": 33,
      "speaker": "customer",
      "start_s": 55.5,
      "end_s": 56.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178903376531",
      "idx": 34,
      "speaker": "agent",
      "start_s": 56.0,
      "end_s": 59.0,
      "text_en": "You said you have an enquiry for those three locations, send it. I will give the price, if it matches for you, we'll take a call.",
      "text_native": "ನನಗೆ ಆ ಮೂರು location enquiry ಇದೆ ಅಂತ ಹೇಳಿದ್ರಲ್ಲ, ಕಳ್ಸಿ. ನಾನು price ಕೊಡ್ತೀನಿ, ನಿಮಗೆ match ಆದ್ರೆ, we'll take a call."
    },
    {
      "ucid": "21112178903376531",
      "idx": 35,
      "speaker": "customer",
      "start_s": 59.0,
      "end_s": 59.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178903376531",
      "idx": 36,
      "speaker": "customer",
      "start_s": 59.5,
      "end_s": 100.0,
      "text_en": "Okay, madam.",
      "text_native": "Okay, madam."
    },
    {
      "ucid": "21112178903376531",
      "idx": 37,
      "speaker": "agent",
      "start_s": 100.0,
      "end_s": 100.5,
      "text_en": "Huh?",
      "text_native": "Huh?"
    },
    {
      "ucid": "21112178903376531",
      "idx": 38,
      "speaker": "customer",
      "start_s": 100.5,
      "end_s": 101.0,
      "text_en": "Okay, madam.",
      "text_native": "Okay, madam."
    },
    {
      "ucid": "21112178903376531",
      "idx": 39,
      "speaker": "agent",
      "start_s": 101.0,
      "end_s": 102.0,
      "text_en": "Right sir, thank you.",
      "text_native": "Right sir, thank you."
    },
    {
      "ucid": "21112178903376531",
      "idx": 40,
      "speaker": "customer",
      "start_s": 102.0,
      "end_s": 103.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903376531",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I am calling you from JSW One.",
      "comment": "Agent greeted, used the customer's name, and identified themself and the company; the customer engaged immediately, giving implicit permission."
    },
    {
      "ucid": "21112178903376531",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I think it's mostly for prices, that's the feedback we've received.",
      "comment": "Agent used the customer's past enquiry history to create a strong, relevant hook based on the known issue of price."
    },
    {
      "ucid": "21112178903376531",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "Can I know what you manufacture?",
      "comment": "Agent successfully discovered what the customer manufactures (PEB), the end application (PEB), and their monthly tonnage (150 MT), but did not ask about current suppliers, JSW share, or payment terms."
    },
    {
      "ucid": "21112178903376531",
      "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, even after the customer confirmed price was the reason for not ordering in the past."
    },
    {
      "ucid": "21112178903376531",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the customer offered a new requirement, the agent only qualified the delivery location and failed to ask for grade, thickness, width, or quantity."
    },
    {
      "ucid": "21112178903376531",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You said you have an enquiry for those three locations, send it. I will give the price, if it matches for you, we'll take a call.",
      "comment": "Agent set a clear and committed next step: the customer will send the enquiry and the agent will provide a price."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903376531",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "The price didn't match, that's why.",
      "response": "The price didn't match?"
    }
  ],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}