{
  "ucid": "21112178946558911",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 15:16:29",
  "end_time": "2026-09-15 15:19:41",
  "duration_sec": 192,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7ecbb6fa08f47fad5fcf1b1d51269064.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 58,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946558911__DIA7ecbb6fa08f47fad5fcf1b1d51269064.mp3",
  "audio_bytes": 528336,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 176.112,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Uh yes sir, this is Kartik speaking from JSW One.   (अह हांजी सर, कार्तिक ये बात कर रहा था JSW One से।)\n[6s] AGENT: Uh sir, from JSW One.   (अह सर JSW One से।)\n[8s] AGENT: You have registered Solar Earth Energy on our platform.   (आपने Solar Earth Energy from register किया है हमारे platform पे।)\n[12s] CUSTOMER: Which platform is yours, sir?   (कौनसा platform है आपका सर?)\n[14s] AGENT: Sir JSW, Jindal Steel.   (सर JSW, Jindal Steel.)\n[16s] CUSTOMER: Okay, what do you have, sir? What is the product?   (Okay, आपके पास क्या है सर? क्या product है?)\n[18s] AGENT: Uh as in sir, we have, I mean if you have a solar segment, then our segment is structural steel. As in HR, CR, Galvalume, coated steel.   (अह as in सर हमारे पास, I mean अगर आपका solar का segment है, तो structural steel segment है हमारा। As in HR, CR, Galvalume हो गया, coated वाला steel हो गया।)\n[25s] AGENT: So, it's the steel segment of JSW, sir.   (तो steel segment है JSW का सर।)\n[27s] CUSTOMER: But from where?   (ये कहां से लेकिन?)\n[28s] AGENT: Yes sir?   (हांजी सर?)\n[30s] CUSTOMER: Which location are you speaking from? Is yours in Mumbai?   (कौनसे location से बात कर रहे हो? Mumbai में है आपका?)\n[31s] AGENT: Yes, I am speaking from Mumbai. And the rest of the material is also stocked in Taloja.   (हां Mumbai से बात कर रहा हूं मैं। और बाकी material भी Taloja में ही stock करते हैं।)\n[35s] CUSTOMER: You stock in Taloja. Okay. I need a hot   (Taloja में stock करते हैं। Okay. मुझे अपने पास एक hot)\n[38s] CUSTOMER: 40/60 square pipe.   (40/60 का square pipe.)\n[40s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[41s] CUSTOMER: Is it available?   (Available है?)\n[42s] AGENT: Hot dip?\n[42s] CUSTOMER: Hot dip, yes.   (Hot dip, हां।)\n[43s] AGENT: Uh, in hot dip, what do you need? Do you need structural steel or will you take a coil and get it fabricated?   (अह hot dip में मतलब क्या चाहिए? Structural steel चाहिए या coil लेके आप fabricate करवाओगे?)\n[46s] CUSTOMER: No, not coil, not coil, not coil.   (नहीं coil नहीं, coil नहीं, coil नहीं।)\n[48s] AGENT: Meaning, you need the final product, right?   (मतलब final product ही चाहिए ना?)\n[49s] CUSTOMER: Yes.   (जी हां।)\n[50s] AGENT: Hmm, what will be the quantity?   (हम्म, कितना quantity होगा?)\n[51s] CUSTOMER: Uh pipe 22.   (अह pipe 22.)\n[54s] AGENT: 22 tons?\n[55s] CUSTOMER: No no no no. 22 pipes.   (नहीं नहीं नहीं नहीं। 22 pipes.)\n[56s] AGENT: Oh, 22 pipes.   (अच्छा 22 pipes.)\n[58s] CUSTOMER: Yes.   (हां।)\n[58s] AGENT: Hmm, no sir, the plant doesn't take such a small quantity for fabrication. Uh, what we have now, sir, is that people get it fabricated by taking coils. The solar guys, you know, they purchase coils, then make purlins or pipes from it, get it fabricated for secondary fabrication, so they save some margin. Now if you want the final product directly from the plant, then for that they ask for a much larger quantity. 40 tons and above. Yes, yes.   (हम्म, नहीं सर, इतना कम quantity तो fabrication में लेता नहीं है plant। अह अभी हमारा क्या है सर, इसमें ना मतलब coils लेके ही मतलब लोग fabricator करवाते हैं। Solar वाले बंदे ना, coils purchase करके, फिर उससे purlin बनाना या pipes बनाना, fabrication के लिए secondary मतलब fabricates करवा के, तो उनका कुछ margin बच जाता है। अभी अगर आपको directly plant से final product चाहिए तो उसके लिए तो फिर quantity काफी ज्यादा मांगते हैं वो। 40 tons and above। हांजी हांजी।)\n[74s] CUSTOMER: Is that so?   (ऐसा है क्या?)\n[75s] AGENT: Yes. So if there is a requirement for raw material, as in GP or GL, in hot dip or aluminum plus zinc, then we can serve, sir.   (हांजी। तो अगर GP या GL में, hot dip में या aluminium plus zinc में, कभी as in raw material requirement हो, तो we can serve sir।)\n[81s] CUSTOMER: Hmm, so the final product won't be available with you?   (हम्म, so final product नहीं मिलेगा आपके पास?)\n[83s] AGENT: Uh no sir, not the final product. Yes yes, we don't do the final product, sir.   (अह नहीं सर, final product तो नहीं। हांजी हांजी, final product तो नहीं करते सर।)\n[85s] CUSTOMER: Is there any contact number of yours, sir, that you can give?   (कोई contact number है सर आपका जो दे सकते हैं?)\n[87s] AGENT: Hmm, contact number, look, I will check and tell you. Okay? Is this your WhatsApp number?   (हम्म, contact number मैं देखो आपको एक check करके बताता हूं। ठीक है? ये WhatsApp number है आपका?)\n[90s] CUSTOMER: Yes, yes. I need it on the Chembur side.   (जी, जी। Chembur side में चाहिए मुझे।)\n[92s] AGENT: Oh okay, on the Chembur side.   (अच्छा अच्छा, Chembur side में।)\n[93s] CUSTOMER: Yes, by the way, I am actually an EPC vendor and I need it for a site, for a location, in Chembur.   (हां, वैसे actually मैं एक EPC vendor हूं और मुझे site के लिए location के लिए चाहिए, Chembur में।)\n[97s] AGENT: Okay.   (ठीक है।)\n[98s] AGENT: Okay, let me check and I'll update you something. Okay?   (ठीक है चलिए मैं देख के आपको एक बारी कुछ करता हूं update। ठीक है?)\n[101s] CUSTOMER: Yes sir, please. Look into it.   (Yes sir, please। देखिए।)\n[102s] AGENT: Okay.\n[103s] CUSTOMER: Yes yes, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 45,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "45 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You must complete the discovery phase (NR3) before discussing specific products. By skipping questions about their monthly tonnage and business needs, you jumped to a dead-end conversation about a product we don't supply in that form.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": 22.0,
  "moq_severity": "critical",
  "material_flag": 1,
  "material_detected": "fabricated square pipe",
  "catalogue_status": "not_available",
  "quality_flags_total": 3,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requires a finished/fabricated product (pipe), but JSW One supplies the raw material (coil) for fabrication. The agent stated, 'we don't do the final product, sir.'",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, an EPC vendor, inquired about 22 units of 40x60 hot-dip square pipe for a site in Chembur. The agent correctly identified that JSW One does not supply finished/fabricated products in this small quantity, only the raw material coils. The call ended without a concrete next step, as the agent only offered to 'check and update' the customer.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, this is Kartik speaking from JSW One. You have registered Solar Earth Energy on our platform.\", \"comment\": \"The agent opened the call by introducing himself and stating the reason for the call, which is standard and non-pushy.\"}, {\"step_id\": \"NR2\", \"result\": \"full\", \"questions_hit\": 4, \"evidence\": \"You have registered Solar Earth Energy... Mumbai में है आपका?... I need it on the Chembur side... Is this your WhatsApp number?\", \"comment\": \"The agent confirmed the company name, the customer confirmed the procurement city (Chembur), stated their role (EPC vendor), and the agent asked to verify the contact number.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I mean if you have a solar segment... I am actually an EPC vendor\", \"comment\": \"The agent only identified the business application (solar/EPC) but failed to ask about monthly tonnage, brands used, payment terms, or current JSW buying status, falling well below the 'partial' threshold.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent explained the product categories but did not educate the customer on the platform's core value propositions like transparent pricing, test certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"let me check and I'll update you something. Okay?\", \"comment\": \"While a requirement was identified, the agent could not serve it and failed to schedule a specific callback date, ending with a vague promise to 'update' the customer.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"let me check and I'll update you something. Okay?\", \"comment\": \"The call did not end with one of the three required outcomes (quote, specific callback, or walkthrough); it concluded with a non-specific action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must complete the discovery phase (NR3) before discussing specific products. By skipping questions about their monthly tonnage and business needs, you jumped to a dead-end conversation about a product we don't supply in that form.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": \"22 pipes\", \"moq_severity\": \"critical\", \"material_flag\": true, \"material_detected\": \"fabricated square pipe\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires a finished/fabricated product (pipe), but JSW One supplies the raw material (coil) for fabrication. The agent stated, 'we don't do the final product, sir.'\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, an EPC vendor, inquired about 22 units of 40x60 hot-dip square pipe for a site in Chembur. The agent correctly identified that JSW One does not supply finished/fabricated products in this small quantity, only the raw material coils. The call ended without a concrete next step, as the agent only offered to 'check and update' the customer.\"}",
  "error": null,
  "latency_ms": 35761,
  "input_tokens": 4223,
  "output_tokens": 942,
  "created_at": "2026-09-25 10:47:05",
  "sentiment": "positive",
  "sentiment_score": 0.436,
  "sentiment_confidence": "high",
  "pos": 18,
  "neg": 2,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.677,
  "agent_talk_sec": 57.3,
  "customer_talk_sec": 27.3,
  "dead_air_sec": 107.4,
  "longest_monologue_sec": 15.6,
  "agent_wpm": 299.5,
  "interruptions": 0,
  "agent_turns": 24,
  "customer_turns": 21,
  "discovery_qs": 10,
  "words_agent": 286,
  "words_customer": 132,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946558911",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.21,
      "end_s": 0.71,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946558911",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.3,
      "end_s": 1.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946558911",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.27,
      "end_s": 4.6,
      "text_en": "Uh yes sir, this is Kartik speaking from JSW One.",
      "text_native": "अह हांजी सर, कार्तिक ये बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 7.38,
      "text_en": "Uh sir, from JSW One.",
      "text_native": "अह सर JSW One से।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 11.1,
      "text_en": "You have registered Solar Earth Energy on our platform.",
      "text_native": "आपने Solar Earth Energy from register किया है हमारे platform पे।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.9,
      "end_s": 13.4,
      "text_en": "Which platform is yours, sir?",
      "text_native": "कौनसा platform है आपका सर?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.69,
      "end_s": 15.1,
      "text_en": "Sir JSW, Jindal Steel.",
      "text_native": "सर JSW, Jindal Steel."
    },
    {
      "ucid": "21112178946558911",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.7,
      "end_s": 17.4,
      "text_en": "Okay, what do you have, sir? What is the product?",
      "text_native": "Okay, आपके पास क्या है सर? क्या product है?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.6,
      "end_s": 23.4,
      "text_en": "Uh as in sir, we have, I mean if you have a solar segment, then our segment is structural steel. As in HR, CR, Galvalume, coated steel.",
      "text_native": "अह as in सर हमारे पास, I mean अगर आपका solar का segment है, तो structural steel segment है हमारा। As in HR, CR, Galvalume हो गया, coated वाला steel हो गया।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 9,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 26.7,
      "text_en": "So, it's the steel segment of JSW, sir.",
      "text_native": "तो steel segment है JSW का सर।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 10,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 27.8,
      "text_en": "But from where?",
      "text_native": "ये कहां से लेकिन?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 11,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 28.7,
      "text_en": "Yes sir?",
      "text_native": "हांजी सर?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 12,
      "speaker": "customer",
      "start_s": 29.5,
      "end_s": 31.2,
      "text_en": "Which location are you speaking from? Is yours in Mumbai?",
      "text_native": "कौनसे location से बात कर रहे हो? Mumbai में है आपका?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.4,
      "end_s": 34.8,
      "text_en": "Yes, I am speaking from Mumbai. And the rest of the material is also stocked in Taloja.",
      "text_native": "हां Mumbai से बात कर रहा हूं मैं। और बाकी material भी Taloja में ही stock करते हैं।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 37.8,
      "text_en": "You stock in Taloja. Okay. I need a hot",
      "text_native": "Taloja में stock करते हैं। Okay. मुझे अपने पास एक hot"
    },
    {
      "ucid": "21112178946558911",
      "idx": 15,
      "speaker": "customer",
      "start_s": 38.4,
      "end_s": 39.7,
      "text_en": "40/60 square pipe.",
      "text_native": "40/60 का square pipe."
    },
    {
      "ucid": "21112178946558911",
      "idx": 16,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 40.4,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 17,
      "speaker": "customer",
      "start_s": 40.8,
      "end_s": 41.4,
      "text_en": "Is it available?",
      "text_native": "Available है?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 18,
      "speaker": "agent",
      "start_s": 41.7,
      "end_s": 42.3,
      "text_en": "Hot dip?",
      "text_native": "Hot dip?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 19,
      "speaker": "customer",
      "start_s": 42.5,
      "end_s": 43.1,
      "text_en": "Hot dip, yes.",
      "text_native": "Hot dip, हां।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 20,
      "speaker": "agent",
      "start_s": 43.4,
      "end_s": 46.2,
      "text_en": "Uh, in hot dip, what do you need? Do you need structural steel or will you take a coil and get it fabricated?",
      "text_native": "अह hot dip में मतलब क्या चाहिए? Structural steel चाहिए या coil लेके आप fabricate करवाओगे?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 21,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 47.4,
      "text_en": "No, not coil, not coil, not coil.",
      "text_native": "नहीं coil नहीं, coil नहीं, coil नहीं।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 22,
      "speaker": "agent",
      "start_s": 47.7,
      "end_s": 48.8,
      "text_en": "Meaning, you need the final product, right?",
      "text_native": "मतलब final product ही चाहिए ना?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.0,
      "end_s": 49.3,
      "text_en": "Yes.",
      "text_native": "जी हां।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 24,
      "speaker": "agent",
      "start_s": 49.6,
      "end_s": 50.4,
      "text_en": "Hmm, what will be the quantity?",
      "text_native": "हम्म, कितना quantity होगा?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 25,
      "speaker": "customer",
      "start_s": 50.9,
      "end_s": 52.6,
      "text_en": "Uh pipe 22.",
      "text_native": "अह pipe 22."
    },
    {
      "ucid": "21112178946558911",
      "idx": 26,
      "speaker": "agent",
      "start_s": 53.8,
      "end_s": 54.6,
      "text_en": "22 tons?",
      "text_native": "22 tons?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 27,
      "speaker": "customer",
      "start_s": 54.9,
      "end_s": 56.1,
      "text_en": "No no no no. 22 pipes.",
      "text_native": "नहीं नहीं नहीं नहीं। 22 pipes."
    },
    {
      "ucid": "21112178946558911",
      "idx": 28,
      "speaker": "agent",
      "start_s": 56.2,
      "end_s": 57.0,
      "text_en": "Oh, 22 pipes.",
      "text_native": "अच्छा 22 pipes."
    },
    {
      "ucid": "21112178946558911",
      "idx": 29,
      "speaker": "customer",
      "start_s": 57.5,
      "end_s": 57.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 30,
      "speaker": "agent",
      "start_s": 58.4,
      "end_s": 74.0,
      "text_en": "Hmm, no sir, the plant doesn't take such a small quantity for fabrication. Uh, what we have now, sir, is that people get it fabricated by taking coils. The solar guys, you know, they purchase coils, then make purlins or pipes from it, get it fabricated for secondary fabrication, so they save some margin. Now if you want the final product directly from the plant, then for that they ask for a much larger quantity. 40 tons and above. Yes, yes.",
      "text_native": "हम्म, नहीं सर, इतना कम quantity तो fabrication में लेता नहीं है plant। अह अभी हमारा क्या है सर, इसमें ना मतलब coils लेके ही मतलब लोग fabricator करवाते हैं। Solar वाले बंदे ना, coils purchase करके, फिर उससे purlin बनाना या pipes बनाना, fabrication के लिए secondary मतलब fabricates करवा के, तो उनका कुछ margin बच जाता है। अभी अगर आपको directly plant से final product चाहिए तो उसके लिए तो फिर quantity काफी ज्यादा मांगते हैं वो। 40 tons and above। हांजी हांजी।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 31,
      "speaker": "customer",
      "start_s": 74.0,
      "end_s": 74.6,
      "text_en": "Is that so?",
      "text_native": "ऐसा है क्या?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 32,
      "speaker": "agent",
      "start_s": 74.8,
      "end_s": 79.8,
      "text_en": "Yes. So if there is a requirement for raw material, as in GP or GL, in hot dip or aluminum plus zinc, then we can serve, sir.",
      "text_native": "हांजी। तो अगर GP या GL में, hot dip में या aluminium plus zinc में, कभी as in raw material requirement हो, तो we can serve sir।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 33,
      "speaker": "customer",
      "start_s": 80.6,
      "end_s": 82.1,
      "text_en": "Hmm, so the final product won't be available with you?",
      "text_native": "हम्म, so final product नहीं मिलेगा आपके पास?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 34,
      "speaker": "agent",
      "start_s": 82.7,
      "end_s": 85.1,
      "text_en": "Uh no sir, not the final product. Yes yes, we don't do the final product, sir.",
      "text_native": "अह नहीं सर, final product तो नहीं। हांजी हांजी, final product तो नहीं करते सर।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 35,
      "speaker": "customer",
      "start_s": 85.1,
      "end_s": 86.9,
      "text_en": "Is there any contact number of yours, sir, that you can give?",
      "text_native": "कोई contact number है सर आपका जो दे सकते हैं?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 36,
      "speaker": "agent",
      "start_s": 87.2,
      "end_s": 90.3,
      "text_en": "Hmm, contact number, look, I will check and tell you. Okay? Is this your WhatsApp number?",
      "text_native": "हम्म, contact number मैं देखो आपको एक check करके बताता हूं। ठीक है? ये WhatsApp number है आपका?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 37,
      "speaker": "customer",
      "start_s": 90.3,
      "end_s": 91.8,
      "text_en": "Yes, yes. I need it on the Chembur side.",
      "text_native": "जी, जी। Chembur side में चाहिए मुझे।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 38,
      "speaker": "agent",
      "start_s": 92.0,
      "end_s": 93.0,
      "text_en": "Oh okay, on the Chembur side.",
      "text_native": "अच्छा अच्छा, Chembur side में।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 39,
      "speaker": "customer",
      "start_s": 93.0,
      "end_s": 96.8,
      "text_en": "Yes, by the way, I am actually an EPC vendor and I need it for a site, for a location, in Chembur.",
      "text_native": "हां, वैसे actually मैं एक EPC vendor हूं और मुझे site के लिए location के लिए चाहिए, Chembur में।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 40,
      "speaker": "agent",
      "start_s": 97.0,
      "end_s": 97.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 41,
      "speaker": "agent",
      "start_s": 98.0,
      "end_s": 100.6,
      "text_en": "Okay, let me check and I'll update you something. Okay?",
      "text_native": "ठीक है चलिए मैं देख के आपको एक बारी कुछ करता हूं update। ठीक है?"
    },
    {
      "ucid": "21112178946558911",
      "idx": 42,
      "speaker": "customer",
      "start_s": 100.8,
      "end_s": 102.0,
      "text_en": "Yes sir, please. Look into it.",
      "text_native": "Yes sir, please। देखिए।"
    },
    {
      "ucid": "21112178946558911",
      "idx": 43,
      "speaker": "agent",
      "start_s": 102.0,
      "end_s": 102.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178946558911",
      "idx": 44,
      "speaker": "customer",
      "start_s": 103.0,
      "end_s": 103.8,
      "text_en": "Yes yes, thank you.",
      "text_native": "Yes yes, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946558911",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh yes sir, this is Kartik speaking from JSW One. You have registered Solar Earth Energy on our platform.",
      "comment": "The agent opened the call by introducing himself and stating the reason for the call, which is standard and non-pushy."
    },
    {
      "ucid": "21112178946558911",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "full",
      "earned": 1.0,
      "questions_hit": 4,
      "evidence": "You have registered Solar Earth Energy... Mumbai में है आपका?... I need it on the Chembur side... Is this your WhatsApp number?",
      "comment": "The agent confirmed the company name, the customer confirmed the procurement city (Chembur), stated their role (EPC vendor), and the agent asked to verify the contact number."
    },
    {
      "ucid": "21112178946558911",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I mean if you have a solar segment... I am actually an EPC vendor",
      "comment": "The agent only identified the business application (solar/EPC) but failed to ask about monthly tonnage, brands used, payment terms, or current JSW buying status, falling well below the 'partial' threshold."
    },
    {
      "ucid": "21112178946558911",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent explained the product categories but did not educate the customer on the platform's core value propositions like transparent pricing, test certificates, or stockyard availability."
    },
    {
      "ucid": "21112178946558911",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "let me check and I'll update you something. Okay?",
      "comment": "While a requirement was identified, the agent could not serve it and failed to schedule a specific callback date, ending with a vague promise to 'update' the customer."
    },
    {
      "ucid": "21112178946558911",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "let me check and I'll update you something. Okay?",
      "comment": "The call did not end with one of the three required outcomes (quote, specific callback, or walkthrough); it concluded with a non-specific action."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}