{
  "ucid": "21112178912455441",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:32:34",
  "end_time": "2026-09-11 16:37:44",
  "duration_sec": 310,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Onboarded",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd4d1ebe7ff2d474e82e8b00ffe53713c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 177,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912455441__DIAd4d1ebe7ff2d474e82e8b00ffe53713c.mp3",
  "audio_bytes": 881280,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 293.76,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] UNKNOWN: Hi, if you record your name and reason for calling, I'll see if this person is available.\n[9s] AGENT: Hi.\n[14s] UNKNOWN: Thanks. Please stay on the line.\n[21s] CUSTOMER: Hello.\n[23s] AGENT: Hello.\n[24s] CUSTOMER: Yes.\n[25s] AGENT: Uh yes sir, good evening. Karthikeya this side from JSW One.\n[28s] CUSTOMER: Huh?\n[29s] AGENT: Hello, I'm talking from JSW One, MSME.\n[32s] CUSTOMER: I didn't get what you're talking.\n[35s] CUSTOMER: Hello.\n[36s] AGENT: Uh sir, can you hear me now?\n[38s] CUSTOMER: I can hear you. Who is this?\n[40s] AGENT: Sir, I'm Karthikeya, talking from JSW. Your Powertech Enterprises, a firm was registered on our platform.\n[43s] CUSTOMER: Karthikeya JSW.\n[44s] CUSTOMER: Yeah, tell me.\n[46s] AGENT: So, uh sir, do you have currently any steel requirement in your firm? As in HR sheet or\n[51s] CUSTOMER: We require HR sheets.\n[53s] AGENT: Alright, so sir, we stock HR coils in Bangalore itself. So if you procure from us, we can give you the competitive rates in market.\n[58s] CUSTOMER: Okay.\n[59s] CUSTOMER: For 1.8, what will be your rate?\n[61s] AGENT: As of today,\n[66s] AGENT: Uh sir, it would be 66,000 per ton.\n[68s] CUSTOMER: 56,000 per ton plus GST?\n[70s] AGENT: 66 plus GST.\n[70s] CUSTOMER: 66 plus GST?\n[72s] AGENT: Yeah.\n[72s] CUSTOMER: Okay. And payment will be?\n[74s] AGENT: And?\n[75s] CUSTOMER: Payment will be?\n[76s] AGENT: Payment will be, sir, for first transaction it should be advance. After that I can offer you credit.\n[81s] CUSTOMER: Advance?\n[82s] AGENT: Yeah. Up to 90 days of credit system the company provides it.\n[85s] CUSTOMER: Okay.\n[86s] AGENT: On the strength of bank guarantee or through any\n[87s] CUSTOMER: And and your credit system we can we will discuss later. But you give me the price and delivery.\n[91s] AGENT: Yeah, yeah. Delivered price I'll give you.\n[92s] CUSTOMER: Yeah. This 90... 66 rupees is not at all possible.\n[95s] AGENT: Okay.\n[96s] CUSTOMER: Yeah.\n[97s] AGENT: 66 is you're saying a higher rate.\n[99s] CUSTOMER: Not I am saying, you know it is very higher rate. I am not from Alibag, I am from Bombay.\n[102s] AGENT: Oh, you're from Bombay.\n[106s] AGENT: Okay. So, do you have any requirement at the end?\n[108s] CUSTOMER: Right now I am I I can take minimum 50 metric ton. You tell me how much you will be your rate. And your rate should be FOR FOR our site.\n[114s] AGENT: Okay, FOR\n[114s] CUSTOMER: You delivery the you should deliver the material at our factory.\n[117s] AGENT: Mhm.\n[118s] CUSTOMER: And unloading charge will be in our scope.\n[120s] AGENT: Yeah, yeah, okay.\n[122s] AGENT: Okay, sure. So your location is this\n[124s] CUSTOMER: Dabaspet.\n[126s] AGENT: Mhm.\n[126s] CUSTOMER: Dabaspet.\n[130s] AGENT: Neelamangala, Bengaluru?\n[132s] CUSTOMER: It is not exactly at Neelamangala. It is in between Neelamangala and Dabaspet, Bangalore.\n[135s] AGENT: Okay, okay, okay, got it.\n[137s] AGENT: For 1.8 mm.\n[138s] CUSTOMER: 1.8 and 2 mm and 2.3 and 2.5 mm.\n[141s] AGENT: Okay.\n[141s] CUSTOMER: You can give the rate of all four items.\n[144s] CUSTOMER: And minimum order quantity will be 50 metric ton.\n[146s] AGENT: Okay.\n[146s] CUSTOMER: for you. Okay?\n[148s] AGENT: Okay, alright.\n[149s] AGENT: Okay, I'll check and quote, sir. What's the nature of business, by the way? Are you a manufacturer?\n[152s] CUSTOMER: I am not a trader, man. I am a manufacturer. I am consuming more than 300 metric ton per month.   (I am not a trader, yaar. I am a manufacturer. I am consuming more than 300 metric ton per month.)\n[156s] AGENT: Okay, okay, more than 300 in the lower thicknesses from 1.8 to 2.5.\n[160s] CUSTOMER: 1.8 to 1.8, 2, 2.3 and 2.5.\n[162s] AGENT: Okay, alright.\n[164s] CUSTOMER: This is my WhatsApp number, you can WhatsApp me.\n[166s] AGENT: Yeah, okay, sure. Let me check and I'll quote you the delivered rates on WhatsApp, okay?\n[169s] CUSTOMER: Okay. Whatever material is available at ex-stock, that only you quote.\n[172s] AGENT: Okay, sir.\n[173s] AGENT: I'll quote for JSW make itself, sir.\n[175s] CUSTOMER: You are a JSW man, no?\n[177s] AGENT: Yeah.",
  "language": "English",
  "languages": "[\"English\", \"Hindi\"]",
  "turn_count": 77,
  "connected": 1,
  "audio_notes": "noisy: The agent's voice is slightly muffled at times, and there is some background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "77 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You jumped to quoting a price before doing any discovery, which led to an immediate price objection. Always follow the script: permission, hook, then ask your discovery questions to understand the customer's business before talking about price.",
  "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 connected with a high-volume manufacturer (300+ MT/month) needing HR sheets. The agent skipped most discovery steps and immediately quoted a price, which the customer rejected as too high. The agent then gathered some requirement details (thickness, quantity, location) and committed to sending a revised, delivered quote via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly to a requirement question after the introduction.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, so sir, we stock HR coils in Bangalore itself. So if you procure from us, we can give you the competitive rates in market.\", \"comment\": \"The hook mentioned two benefits (availability and price), which violates the rule to lead with a single benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What's the nature of business, by the way? Are you a manufacturer?\", \"comment\": \"Agent only asked 1 of 6 discovery questions and did so very late in the call, after a price had already been quoted and rejected.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. The agent quoted a price but did not use any USPs to build value or handle the subsequent price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right now I am I I can take minimum 50 metric ton... 1.8 and 2 mm and 2.3 and 2.5 mm... Dabaspet.\", \"comment\": \"Agent successfully captured the core requirement details (thickness, quantity, location) needed to prepare a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, okay, sure. Let me check and I'll quote you the delivered rates on WhatsApp, okay?\", \"comment\": \"Agent set a clear next step of sending a quote via WhatsApp, which the customer explicitly agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You jumped to quoting a price before doing any discovery, which led to an immediate price objection. Always follow the script: permission, hook, then ask your discovery questions to understand the customer's business before talking about price.\", \"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\": \"This 90... 66 rupees is not at all possible.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent connected with a high-volume manufacturer (300+ MT/month) needing HR sheets. The agent skipped most discovery steps and immediately quoted a price, which the customer rejected as too high. The agent then gathered some requirement details (thickness, quantity, location) and committed to sending a revised, delivered quote via WhatsApp.\"}",
  "error": null,
  "latency_ms": 43952,
  "input_tokens": 4101,
  "output_tokens": 889,
  "created_at": "2026-09-25 10:56:31",
  "sentiment": "positive",
  "sentiment_score": 0.45,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 6,
  "lex_hits": 28,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.496,
  "agent_talk_sec": 59.9,
  "customer_talk_sec": 60.9,
  "dead_air_sec": 189.2,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 261.4,
  "interruptions": 0,
  "agent_turns": 39,
  "customer_turns": 36,
  "discovery_qs": 8,
  "words_agent": 261,
  "words_customer": 261,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912455441",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 5.1,
      "end_s": 8.8,
      "text_en": "Hi, if you record your name and reason for calling, I'll see if this person is available.",
      "text_native": "Hi, if you record your name and reason for calling, I'll see if this person is available."
    },
    {
      "ucid": "21112178912455441",
      "idx": 1,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 9.8,
      "text_en": "Hi.",
      "text_native": "Hi."
    },
    {
      "ucid": "21112178912455441",
      "idx": 2,
      "speaker": "unknown",
      "start_s": 13.8,
      "end_s": 15.5,
      "text_en": "Thanks. Please stay on the line.",
      "text_native": "Thanks. Please stay on the line."
    },
    {
      "ucid": "21112178912455441",
      "idx": 3,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 21.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912455441",
      "idx": 4,
      "speaker": "agent",
      "start_s": 22.7,
      "end_s": 23.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912455441",
      "idx": 5,
      "speaker": "customer",
      "start_s": 24.1,
      "end_s": 24.5,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178912455441",
      "idx": 6,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 27.9,
      "text_en": "Uh yes sir, good evening. Karthikeya this side from JSW One.",
      "text_native": "Uh yes sir, good evening. Karthikeya this side from JSW One."
    },
    {
      "ucid": "21112178912455441",
      "idx": 7,
      "speaker": "customer",
      "start_s": 28.2,
      "end_s": 28.5,
      "text_en": "Huh?",
      "text_native": "Huh?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 8,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 31.2,
      "text_en": "Hello, I'm talking from JSW One, MSME.",
      "text_native": "Hello, I'm talking from JSW One, MSME."
    },
    {
      "ucid": "21112178912455441",
      "idx": 9,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 34.0,
      "text_en": "I didn't get what you're talking.",
      "text_native": "I didn't get what you're talking."
    },
    {
      "ucid": "21112178912455441",
      "idx": 10,
      "speaker": "customer",
      "start_s": 34.8,
      "end_s": 35.3,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912455441",
      "idx": 11,
      "speaker": "agent",
      "start_s": 35.7,
      "end_s": 36.8,
      "text_en": "Uh sir, can you hear me now?",
      "text_native": "Uh sir, can you hear me now?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 12,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 39.2,
      "text_en": "I can hear you. Who is this?",
      "text_native": "I can hear you. Who is this?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 13,
      "speaker": "agent",
      "start_s": 39.5,
      "end_s": 43.2,
      "text_en": "Sir, I'm Karthikeya, talking from JSW. Your Powertech Enterprises, a firm was registered on our platform.",
      "text_native": "Sir, I'm Karthikeya, talking from JSW. Your Powertech Enterprises, a firm was registered on our platform."
    },
    {
      "ucid": "21112178912455441",
      "idx": 14,
      "speaker": "customer",
      "start_s": 43.2,
      "end_s": 43.9,
      "text_en": "Karthikeya JSW.",
      "text_native": "Karthikeya JSW."
    },
    {
      "ucid": "21112178912455441",
      "idx": 15,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.8,
      "text_en": "Yeah, tell me.",
      "text_native": "Yeah, tell me."
    },
    {
      "ucid": "21112178912455441",
      "idx": 16,
      "speaker": "agent",
      "start_s": 46.1,
      "end_s": 50.0,
      "text_en": "So, uh sir, do you have currently any steel requirement in your firm? As in HR sheet or",
      "text_native": "So, uh sir, do you have currently any steel requirement in your firm? As in HR sheet or"
    },
    {
      "ucid": "21112178912455441",
      "idx": 17,
      "speaker": "customer",
      "start_s": 50.7,
      "end_s": 51.9,
      "text_en": "We require HR sheets.",
      "text_native": "We require HR sheets."
    },
    {
      "ucid": "21112178912455441",
      "idx": 18,
      "speaker": "agent",
      "start_s": 52.6,
      "end_s": 57.8,
      "text_en": "Alright, so sir, we stock HR coils in Bangalore itself. So if you procure from us, we can give you the competitive rates in market.",
      "text_native": "Alright, so sir, we stock HR coils in Bangalore itself. So if you procure from us, we can give you the competitive rates in market."
    },
    {
      "ucid": "21112178912455441",
      "idx": 19,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 58.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 20,
      "speaker": "customer",
      "start_s": 58.6,
      "end_s": 60.3,
      "text_en": "For 1.8, what will be your rate?",
      "text_native": "For 1.8, what will be your rate?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 21,
      "speaker": "agent",
      "start_s": 60.8,
      "end_s": 61.6,
      "text_en": "As of today,",
      "text_native": "As of today,"
    },
    {
      "ucid": "21112178912455441",
      "idx": 22,
      "speaker": "agent",
      "start_s": 65.5,
      "end_s": 67.2,
      "text_en": "Uh sir, it would be 66,000 per ton.",
      "text_native": "Uh sir, it would be 66,000 per ton."
    },
    {
      "ucid": "21112178912455441",
      "idx": 23,
      "speaker": "customer",
      "start_s": 67.8,
      "end_s": 69.5,
      "text_en": "56,000 per ton plus GST?",
      "text_native": "56,000 per ton plus GST?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 24,
      "speaker": "agent",
      "start_s": 69.5,
      "end_s": 70.5,
      "text_en": "66 plus GST.",
      "text_native": "66 plus GST."
    },
    {
      "ucid": "21112178912455441",
      "idx": 25,
      "speaker": "customer",
      "start_s": 70.5,
      "end_s": 71.6,
      "text_en": "66 plus GST?",
      "text_native": "66 plus GST?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 26,
      "speaker": "agent",
      "start_s": 71.8,
      "end_s": 72.1,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178912455441",
      "idx": 27,
      "speaker": "customer",
      "start_s": 72.5,
      "end_s": 74.1,
      "text_en": "Okay. And payment will be?",
      "text_native": "Okay. And payment will be?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 28,
      "speaker": "agent",
      "start_s": 74.1,
      "end_s": 74.4,
      "text_en": "And?",
      "text_native": "And?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 29,
      "speaker": "customer",
      "start_s": 75.2,
      "end_s": 76.0,
      "text_en": "Payment will be?",
      "text_native": "Payment will be?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 30,
      "speaker": "agent",
      "start_s": 76.0,
      "end_s": 80.0,
      "text_en": "Payment will be, sir, for first transaction it should be advance. After that I can offer you credit.",
      "text_native": "Payment will be, sir, for first transaction it should be advance. After that I can offer you credit."
    },
    {
      "ucid": "21112178912455441",
      "idx": 31,
      "speaker": "customer",
      "start_s": 80.6,
      "end_s": 81.2,
      "text_en": "Advance?",
      "text_native": "Advance?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 32,
      "speaker": "agent",
      "start_s": 81.8,
      "end_s": 84.8,
      "text_en": "Yeah. Up to 90 days of credit system the company provides it.",
      "text_native": "Yeah. Up to 90 days of credit system the company provides it."
    },
    {
      "ucid": "21112178912455441",
      "idx": 33,
      "speaker": "customer",
      "start_s": 85.1,
      "end_s": 85.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 34,
      "speaker": "agent",
      "start_s": 85.5,
      "end_s": 87.2,
      "text_en": "On the strength of bank guarantee or through any",
      "text_native": "On the strength of bank guarantee or through any"
    },
    {
      "ucid": "21112178912455441",
      "idx": 35,
      "speaker": "customer",
      "start_s": 87.2,
      "end_s": 90.4,
      "text_en": "And and your credit system we can we will discuss later. But you give me the price and delivery.",
      "text_native": "And and your credit system we can we will discuss later. But you give me the price and delivery."
    },
    {
      "ucid": "21112178912455441",
      "idx": 36,
      "speaker": "agent",
      "start_s": 90.6,
      "end_s": 91.9,
      "text_en": "Yeah, yeah. Delivered price I'll give you.",
      "text_native": "Yeah, yeah. Delivered price I'll give you."
    },
    {
      "ucid": "21112178912455441",
      "idx": 37,
      "speaker": "customer",
      "start_s": 92.3,
      "end_s": 94.8,
      "text_en": "Yeah. This 90... 66 rupees is not at all possible.",
      "text_native": "Yeah. This 90... 66 rupees is not at all possible."
    },
    {
      "ucid": "21112178912455441",
      "idx": 38,
      "speaker": "agent",
      "start_s": 95.3,
      "end_s": 95.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 39,
      "speaker": "customer",
      "start_s": 96.1,
      "end_s": 96.4,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178912455441",
      "idx": 40,
      "speaker": "agent",
      "start_s": 96.8,
      "end_s": 98.4,
      "text_en": "66 is you're saying a higher rate.",
      "text_native": "66 is you're saying a higher rate."
    },
    {
      "ucid": "21112178912455441",
      "idx": 41,
      "speaker": "customer",
      "start_s": 98.9,
      "end_s": 102.0,
      "text_en": "Not I am saying, you know it is very higher rate. I am not from Alibag, I am from Bombay.",
      "text_native": "Not I am saying, you know it is very higher rate. I am not from Alibag, I am from Bombay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 42,
      "speaker": "agent",
      "start_s": 102.3,
      "end_s": 103.4,
      "text_en": "Oh, you're from Bombay.",
      "text_native": "Oh, you're from Bombay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 43,
      "speaker": "agent",
      "start_s": 106.0,
      "end_s": 108.4,
      "text_en": "Okay. So, do you have any requirement at the end?",
      "text_native": "Okay. So, do you have any requirement at the end?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 44,
      "speaker": "customer",
      "start_s": 108.4,
      "end_s": 113.8,
      "text_en": "Right now I am I I can take minimum 50 metric ton. You tell me how much you will be your rate. And your rate should be FOR FOR our site.",
      "text_native": "Right now I am I I can take minimum 50 metric ton. You tell me how much you will be your rate. And your rate should be FOR FOR our site."
    },
    {
      "ucid": "21112178912455441",
      "idx": 45,
      "speaker": "agent",
      "start_s": 114.1,
      "end_s": 114.4,
      "text_en": "Okay, FOR",
      "text_native": "Okay, FOR"
    },
    {
      "ucid": "21112178912455441",
      "idx": 46,
      "speaker": "customer",
      "start_s": 114.4,
      "end_s": 117.2,
      "text_en": "You delivery the you should deliver the material at our factory.",
      "text_native": "You delivery the you should deliver the material at our factory."
    },
    {
      "ucid": "21112178912455441",
      "idx": 47,
      "speaker": "agent",
      "start_s": 117.4,
      "end_s": 117.7,
      "text_en": "Mhm.",
      "text_native": "Mhm."
    },
    {
      "ucid": "21112178912455441",
      "idx": 48,
      "speaker": "customer",
      "start_s": 117.9,
      "end_s": 119.8,
      "text_en": "And unloading charge will be in our scope.",
      "text_native": "And unloading charge will be in our scope."
    },
    {
      "ucid": "21112178912455441",
      "idx": 49,
      "speaker": "agent",
      "start_s": 120.0,
      "end_s": 120.9,
      "text_en": "Yeah, yeah, okay.",
      "text_native": "Yeah, yeah, okay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 50,
      "speaker": "agent",
      "start_s": 121.7,
      "end_s": 124.1,
      "text_en": "Okay, sure. So your location is this",
      "text_native": "Okay, sure. So your location is this"
    },
    {
      "ucid": "21112178912455441",
      "idx": 51,
      "speaker": "customer",
      "start_s": 124.5,
      "end_s": 125.4,
      "text_en": "Dabaspet.",
      "text_native": "Dabaspet."
    },
    {
      "ucid": "21112178912455441",
      "idx": 52,
      "speaker": "agent",
      "start_s": 126.0,
      "end_s": 126.3,
      "text_en": "Mhm.",
      "text_native": "Mhm."
    },
    {
      "ucid": "21112178912455441",
      "idx": 53,
      "speaker": "customer",
      "start_s": 126.3,
      "end_s": 127.1,
      "text_en": "Dabaspet.",
      "text_native": "Dabaspet."
    },
    {
      "ucid": "21112178912455441",
      "idx": 54,
      "speaker": "agent",
      "start_s": 130.3,
      "end_s": 131.5,
      "text_en": "Neelamangala, Bengaluru?",
      "text_native": "Neelamangala, Bengaluru?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 55,
      "speaker": "customer",
      "start_s": 131.8,
      "end_s": 135.1,
      "text_en": "It is not exactly at Neelamangala. It is in between Neelamangala and Dabaspet, Bangalore.",
      "text_native": "It is not exactly at Neelamangala. It is in between Neelamangala and Dabaspet, Bangalore."
    },
    {
      "ucid": "21112178912455441",
      "idx": 56,
      "speaker": "agent",
      "start_s": 135.1,
      "end_s": 136.2,
      "text_en": "Okay, okay, okay, got it.",
      "text_native": "Okay, okay, okay, got it."
    },
    {
      "ucid": "21112178912455441",
      "idx": 57,
      "speaker": "agent",
      "start_s": 136.9,
      "end_s": 138.0,
      "text_en": "For 1.8 mm.",
      "text_native": "For 1.8 mm."
    },
    {
      "ucid": "21112178912455441",
      "idx": 58,
      "speaker": "customer",
      "start_s": 138.0,
      "end_s": 140.6,
      "text_en": "1.8 and 2 mm and 2.3 and 2.5 mm.",
      "text_native": "1.8 and 2 mm and 2.3 and 2.5 mm."
    },
    {
      "ucid": "21112178912455441",
      "idx": 59,
      "speaker": "agent",
      "start_s": 140.9,
      "end_s": 141.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 60,
      "speaker": "customer",
      "start_s": 141.3,
      "end_s": 142.8,
      "text_en": "You can give the rate of all four items.",
      "text_native": "You can give the rate of all four items."
    },
    {
      "ucid": "21112178912455441",
      "idx": 61,
      "speaker": "customer",
      "start_s": 143.6,
      "end_s": 145.8,
      "text_en": "And minimum order quantity will be 50 metric ton.",
      "text_native": "And minimum order quantity will be 50 metric ton."
    },
    {
      "ucid": "21112178912455441",
      "idx": 62,
      "speaker": "agent",
      "start_s": 145.8,
      "end_s": 146.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178912455441",
      "idx": 63,
      "speaker": "customer",
      "start_s": 146.1,
      "end_s": 147.2,
      "text_en": "for you. Okay?",
      "text_native": "for you. Okay?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 64,
      "speaker": "agent",
      "start_s": 147.6,
      "end_s": 148.1,
      "text_en": "Okay, alright.",
      "text_native": "Okay, alright."
    },
    {
      "ucid": "21112178912455441",
      "idx": 65,
      "speaker": "agent",
      "start_s": 148.9,
      "end_s": 151.8,
      "text_en": "Okay, I'll check and quote, sir. What's the nature of business, by the way? Are you a manufacturer?",
      "text_native": "Okay, I'll check and quote, sir. What's the nature of business, by the way? Are you a manufacturer?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 66,
      "speaker": "customer",
      "start_s": 152.4,
      "end_s": 156.2,
      "text_en": "I am not a trader, man. I am a manufacturer. I am consuming more than 300 metric ton per month.",
      "text_native": "I am not a trader, yaar. I am a manufacturer. I am consuming more than 300 metric ton per month."
    },
    {
      "ucid": "21112178912455441",
      "idx": 67,
      "speaker": "agent",
      "start_s": 156.5,
      "end_s": 159.6,
      "text_en": "Okay, okay, more than 300 in the lower thicknesses from 1.8 to 2.5.",
      "text_native": "Okay, okay, more than 300 in the lower thicknesses from 1.8 to 2.5."
    },
    {
      "ucid": "21112178912455441",
      "idx": 68,
      "speaker": "customer",
      "start_s": 159.9,
      "end_s": 162.0,
      "text_en": "1.8 to 1.8, 2, 2.3 and 2.5.",
      "text_native": "1.8 to 1.8, 2, 2.3 and 2.5."
    },
    {
      "ucid": "21112178912455441",
      "idx": 69,
      "speaker": "agent",
      "start_s": 162.3,
      "end_s": 162.9,
      "text_en": "Okay, alright.",
      "text_native": "Okay, alright."
    },
    {
      "ucid": "21112178912455441",
      "idx": 70,
      "speaker": "customer",
      "start_s": 163.8,
      "end_s": 165.8,
      "text_en": "This is my WhatsApp number, you can WhatsApp me.",
      "text_native": "This is my WhatsApp number, you can WhatsApp me."
    },
    {
      "ucid": "21112178912455441",
      "idx": 71,
      "speaker": "agent",
      "start_s": 166.0,
      "end_s": 169.0,
      "text_en": "Yeah, okay, sure. Let me check and I'll quote you the delivered rates on WhatsApp, okay?",
      "text_native": "Yeah, okay, sure. Let me check and I'll quote you the delivered rates on WhatsApp, okay?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 72,
      "speaker": "customer",
      "start_s": 169.3,
      "end_s": 172.2,
      "text_en": "Okay. Whatever material is available at ex-stock, that only you quote.",
      "text_native": "Okay. Whatever material is available at ex-stock, that only you quote."
    },
    {
      "ucid": "21112178912455441",
      "idx": 73,
      "speaker": "agent",
      "start_s": 172.2,
      "end_s": 172.6,
      "text_en": "Okay, sir.",
      "text_native": "Okay, sir."
    },
    {
      "ucid": "21112178912455441",
      "idx": 74,
      "speaker": "agent",
      "start_s": 173.4,
      "end_s": 174.8,
      "text_en": "I'll quote for JSW make itself, sir.",
      "text_native": "I'll quote for JSW make itself, sir."
    },
    {
      "ucid": "21112178912455441",
      "idx": 75,
      "speaker": "customer",
      "start_s": 175.2,
      "end_s": 176.5,
      "text_en": "You are a JSW man, no?",
      "text_native": "You are a JSW man, no?"
    },
    {
      "ucid": "21112178912455441",
      "idx": 76,
      "speaker": "agent",
      "start_s": 177.0,
      "end_s": 177.3,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912455441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, jumping directly to a requirement question after the introduction."
    },
    {
      "ucid": "21112178912455441",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, so sir, we stock HR coils in Bangalore itself. So if you procure from us, we can give you the competitive rates in market.",
      "comment": "The hook mentioned two benefits (availability and price), which violates the rule to lead with a single benefit."
    },
    {
      "ucid": "21112178912455441",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "What's the nature of business, by the way? Are you a manufacturer?",
      "comment": "Agent only asked 1 of 6 discovery questions and did so very late in the call, after a price had already been quoted and rejected."
    },
    {
      "ucid": "21112178912455441",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched. The agent quoted a price but did not use any USPs to build value or handle the subsequent price objection."
    },
    {
      "ucid": "21112178912455441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Right now I am I I can take minimum 50 metric ton... 1.8 and 2 mm and 2.3 and 2.5 mm... Dabaspet.",
      "comment": "Agent successfully captured the core requirement details (thickness, quantity, location) needed to prepare a quote."
    },
    {
      "ucid": "21112178912455441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yeah, okay, sure. Let me check and I'll quote you the delivered rates on WhatsApp, okay?",
      "comment": "Agent set a clear next step of sending a quote via WhatsApp, which the customer explicitly agreed to."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912455441",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "This 90... 66 rupees is not at all possible.",
      "response": "Okay."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}