{
  "ucid": "21112178946938541",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:19:45",
  "end_time": "2026-09-15 16:24:23",
  "duration_sec": 278,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2d18d890d366240d5dd2c49f05db0394.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 37,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946938541__DIA2d18d890d366240d5dd2c49f05db0394.mp3",
  "audio_bytes": 748440,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 249.48,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello.   (ஹலோ.)\n[2s] CUSTOMER: Hello.   (ஹலோ.)\n[3s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform.   (சார் நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து.)\n[6s] CUSTOMER: Hmm.   (ம்ம்.)\n[7s] AGENT: Sir, do you have any requirement right now? For you, HR, CR sheet, coil, anything?   (சார் இப்போதைக்கு எதாவது requirement இருக்கா? உங்களுக்கு HR, CR ஷீட்டா, coil எதாவது?)\n[11s] CUSTOMER: For HR, something...   (HRக்கு எதாவது...)\n[13s] AGENT: HR?   (HRஆ?)\n[14s] CUSTOMER: Yes.   (ஆ.)\n[14s] AGENT: Okay, HR sheet, right sir?   (ஓகே, HR ஷீட் தானே சார்?)\n[16s] CUSTOMER: Hmm.   (ம்ம்.)\n[17s] AGENT: Okay sir. Ah, that HR sheet, how many tons? Our minimum order of quantity is 5 metric tons.   (ஓகே சார். ஆ, அந்த HR ஷீட் எவ்ளோ டன்? நம்ம minimum order of quantity 5 metric ton தான்.)\n[21s] CUSTOMER: Hmm.   (ம்ம்.)\n[22s] AGENT: So, how much are you looking for urgently now?   (அப்போ எவ்ளோ இப்போ அர்ஜென்டா பாக்குறீங்க?)\n[24s] CUSTOMER: For me, what is it, I need one size which is 10 by 4, 10 by 5. In 10 by 5. 10 by 5 means for you it will be 10 feet, 10 into... In 10 by 5, that's it. I need it in 10 by 5.   (எனக்கு என்ன, எனக்கு ஒன்னு சைஸ் வந்து 10/4, 10/5ல வேணும். 10/5ல. 10/5னா உங்களுக்கு வந்து 10 feet, 10 into... 10/5ல அதான். 10/5ல வேணும்.)\n[31s] AGENT: 10 feet by 5 feet?   (10 feet by 5 feetஆ?)\n[32s] CUSTOMER: Yes. 3 mm.   (ஆமா. 3 mm.)\n[34s] AGENT: Okay, 3 mm. Are you looking for E350, E250, sir?   (ஓகே, 3 mm. அது E350, E250 பாக்குறீங்களா சார்?)\n[36s] CUSTOMER: I don't know what I bought last time. I have to check.   (லாஸ்ட் டைம் என்ன வாங்கியாச்சுன்னு தெரியல. பாக்கணும்.)\n[39s] AGENT: Okay. Why is that, based on that E250 grade, the rate will have some changes here and there, that's why.   (ஓகே. அது எதுக்குன்னா அந்த E250 அது grade வெச்சு கொஞ்சம் rate அங்கே இங்கே எல்லாம் changes வரும், அதுக்கு தான்.)\n[43s] CUSTOMER: Hmm. For us, it's for laser cutting here.   (ம்ம். நமக்கு இங்க laser cut பண்றதுக்கு தான்.)\n[45s] AGENT: For laser cutting? Then E250 will also work. E250, okay. For that laser cutting, are you looking for a primary brand or is a secondary brand enough?   (Laser cutக்கா? அப்போ E250 ஆனாலும் ஆகும். E250, ஓகே. அது laser cutக்கான நீங்க primary brand பாக்குறீங்களா இல்லைன்னா secondary brand போதுமா?)\n[50s] CUSTOMER: Secondary...\n[51s] AGENT: Secondary is okay, right?   (Secondary ஓகே தானே?)\n[52s] CUSTOMER: Hmm.   (ம்ம்.)\n[53s] AGENT: Okay. How many tons do you need, sir?   (ஓகே. எவ்ளோ டன் வேணும் சார்?)\n[54s] CUSTOMER: I had already taken about 10 tons. After that, the price, who there... they didn't do it for me properly.   (ஆல்ரெடி எடுத்திருந்தேன் ஒரு 10 ton. அதுக்கப்புறம் பிரைஸ் யாரு அங்க... சரியா எனக்கு இது பண்ணல.)\n[57s] AGENT: Won't you get the pricing? Okay okay.   (பிரைசிங் கிடைக்க மாட்டாரா? ஓகே ஓகே.)\n[58s] CUSTOMER: From Bombay... who, from Bombay only... The enquiry you placed before this... the service was also not done properly. After making the payment, it took one week to do this, after that, to send the material.   (பாம்பேல இருந்து... யாரு பாம்பேல இருந்து தான்... நீங்க இதுக்கு முன்னாடி enquiry போட்டது... serviceம் சரியா பண்ணல. பேமென்ட் பண்ணிட்டும் இருக்க ஒரு வீக் இது பண்ணியாச்சு அதுக்கப்புறம் மெட்டீரியல் அனுப்புறதுக்கு.)\n[2s] AGENT: One, one week?   (ஒரு ஒரு வீக்கா?)\n[2s] CUSTOMER: Yes, yes.   (ஆமா ஆமா.)\n[3s] AGENT: What sir, that, if you confirm the order today, we will deliver it there within two days.   (என்ன சார், அது இப்போ இன்னைக்கு நீங்க ஆர்டர் கன்ஃபார்ம் பண்ணினா, ரெண்டு நாளுக்குள்ளே அங்கே டெலிவரி பண்ணிடுவோம்.)\n[6s] CUSTOMER: That's what they did to me, they delayed it like that. Saying it's here, it's there...   (அது தான் எனக்கு பண்ணியாச்சு அது மாதிரி லேட் பண்ணியாச்சு. இங்க அங்க இருக்கு, இங்க இருக்குன்னு சொல்லிட்டு...)\n[9s] AGENT: Is that so? Okay.   (அப்படியா? ஓகே.)\n[10s] CUSTOMER: They delayed it.   (லேட் பண்ணியாச்சு.)\n[10s] AGENT: Before this, who sir, who was speaking with you?   (இதுக்கு முன்னாடி யார் சார் யார் உங்ககிட்ட பேசிட்டு இருந்தேன்?)\n[13s] CUSTOMER: They were speaking from Bombay only. Who was that? What's the name?   (பாம்பேல இருந்து தான் பேசிட்டு இருந்தாச்சு. யாரு அது? பேரு என்ன?)\n[16s] AGENT: [inaudible]\n[17s] CUSTOMER: But he... why is that, now for one year... ah not one year, now one... ah one... Arun? Arun Barkat Nisha.   (ஆனா அவ... அது எதுக்குன்னா இப்போ ஒரு வருஷத்துக்கு... ஆ ஒரு வருஷம் இல்ல, இப்போ ஒரு... ஆ ஒரு... அருணா? அருண் பர்கத் நிஷா.)\n[23s] AGENT: Oh okay okay. Arun Barakat Nisha? The name?   (ஓ ஓகே ஓகே. அருண் பராக்கத் நிஷாவா? பேரு?)\n[25s] CUSTOMER: The name is written as Arun Barakat Nishan.   (அருண் பராக்கத் நிஷான் சொல்லிட்டு போட்டுருக்கு பேரு.)\n[29s] AGENT: Oh okay okay.   (ஓ ஓகே ஓகே.)\n[30s] CUSTOMER: Okay sir, no problem. I don't know what happened to that. Now, for now, you said HR sheet, 10 metric tons, E250 grade, 3 mm thickness, 10 feet by 5 feet, I will ask for the price now and now a...   (சரி சார் பரவாயில்ல. அது என்ன ஆச்சுன்னு தெரியல. இப்போ இப்போதைக்கு நீங்க HR ஷீட் சொன்னீங்க, 10 metric ton, E250 grade, 3 mm thickness, 10 feet by 5 feet ஓட இப்போ பிரைஸ் எவ்ளோன்னு நான் கேட்டுட்டு இப்போ ஒரு...)\n[38s] AGENT: You have to send the details.   (டீடெயில்ஸ் நீங்க அனுப்பனும்.)\n[39s] CUSTOMER: Yes, I will send the details, I will send the details. This 9828343292 is your WhatsApp number, right?   (ஆமா, டீடெயில்ஸ் அனுப்புறேன், டீடெயில்ஸ் அனுப்புறேன். இந்த 9828343292 தானே உங்க WhatsApp நம்பர்?)\n[41s] AGENT: Yes.   (ஆமா.)\n[42s] CUSTOMER: Okay sir. I have sent the details to this WhatsApp number. You...   (சரி சார். நான் இந்த WhatsApp நம்பருக்கு டீடெயில்ஸ் அனுப்பி வச்சிருக்கிறேன். நீங்க...)\n[44s] AGENT: Where are you speaking from?   (நீங்க எங்க இருந்து பேசுறீங்க?)\n[45s] CUSTOMER: Sir, I am speaking from headquarters, from headquarters only, in Mumbai. But what I am controlling now is fully for the South India region. Mainly for Coimbatore, Chennai, Kerala region. So, just now, for Chennai, for that South India region, I am concentrating a bit more now. Before this, I didn't concentrate that much. That's why you didn't get the rate and this correctly. No problem sir, I myself will help you. From now on, I myself will help you. No problem.   (சார் நான் ஹெட் குவாட்டர்ஸ், ஹெட் குவாட்டர்ஸ்ல இருந்து தான் பேசுறேன், மும்பைல. ஆனா நான் இப்போ கண்ட்ரோல் பண்றது ஃபுல்லா அந்த சவுத் இந்தியா ரீஜனுக்காக. மெயின்லி கோயம்புத்தூர், சென்னை, கேரளா ரீஜனுக்காக. அப்போ இப்போ தான் ஒரு சென்னை, சென்னை அந்த சவுத் இந்தியா ரீஜனுக்கு இப்போ தான் அவங்க கொஞ்சம் ஜாஸ்தி கான்சென்ட்ரேட் பண்றேன். இதுக்கு முன்னாடி அவ்ளோ கான்சென்ட்ரேட் பண்ணல. அதுக்கு தான் உங்களுக்கு ரேட்டும் இதுவும் கரெக்டா கிடைக்காம இருந்தேன். பரவாயில்ல சார், நானே உங்களை ஹெல்ப் பண்றேன். இனி சம்தொடை நானே உங்களுக்கு ஹெல்ப் பண்றேன். பரவாயில்ல.)\n[58s] AGENT: Okay.   (சரி.)\n[58s] CUSTOMER: Okay sir, thank you.   (ஓகே சார், தேங்க்யூ.)\n[60s] AGENT: Thank you.   (தேங்க்யூ.)\n[2s] CUSTOMER: Okay.   (ஓகே.)",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 52,
  "connected": 1,
  "audio_notes": "clear: There is some minor crosstalk and overlapping speech, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "52 turns, clean transcript (2% inaudible)",
  "band_language": "Tamil",
  "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)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Focus on the opening of the call: ask for permission to speak and use the supply-led hook to build interest before jumping into discovery.",
  "usp_relevance": "matched",
  "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 customer, a manufacturer, has an immediate 10 MT requirement for HR sheet and complained about a one-week delivery delay from a previous interaction. The agent successfully captured the material specifications and countered the service complaint by promising a two-day delivery. The call ended with the agent agreeing to check the price and the customer sending details via WhatsApp, but without a firm timeline for the quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now?\", \"comment\": \"The agent did not greet using the customer's name or ask if it was a good time to speak, instead jumping directly to the requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook; they immediately asked about requirements instead of leading with a price or availability benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"For us, it's for laser cutting here.\", \"comment\": \"Only one of the six discovery questions (end application) was covered. The agent did not ask about what the customer manufactures, monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"What sir, that, if you confirm the order today, we will deliver it there within two days.\", \"comment\": \"The agent pitched a highly relevant USP (fast delivery) that directly addressed the customer's stated pain point about a previous one-week delay.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"10 feet by 5 feet?... 3 mm. Are you looking for E350, E250, sir?... How many tons do you need, sir?\", \"comment\": \"The agent successfully captured all the necessary details for a quote: grade, thickness, width, and quantity for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will ask for the price now\", \"comment\": \"The next step was vague and did not include a committed turnaround time for sending the quote.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Focus on the opening of the call: ask for permission to speak and use the supply-led hook to build interest before jumping into discovery.\", \"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\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"the service was also not done properly. After making the payment, it took one week to do this, after that, to send the material.\", \"response\": \"if you confirm the order today, we will deliver it there within two days.\"}], \"call_summary\": \"The customer, a manufacturer, has an immediate 10 MT requirement for HR sheet and complained about a one-week delivery delay from a previous interaction. The agent successfully captured the material specifications and countered the service complaint by promising a two-day delivery. The call ended with the agent agreeing to check the price and the customer sending details via WhatsApp, but without a firm timeline for the quote.\"}",
  "error": null,
  "latency_ms": 49114,
  "input_tokens": 4932,
  "output_tokens": 909,
  "created_at": "2026-09-25 10:45:35",
  "sentiment": "neutral",
  "sentiment_score": 0.027,
  "sentiment_confidence": "high",
  "pos": 19,
  "neg": 17,
  "lex_hits": 22,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.399,
  "agent_talk_sec": 41.5,
  "customer_talk_sec": 62.4,
  "dead_air_sec": 174.1,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 289.2,
  "interruptions": 0,
  "agent_turns": 26,
  "customer_turns": 26,
  "discovery_qs": 19,
  "words_agent": 200,
  "words_customer": 356,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946938541",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.98,
      "end_s": 1.4,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178946938541",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.2,
      "text_en": "Hello.",
      "text_native": "ஹலோ."
    },
    {
      "ucid": "21112178946938541",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 5.5,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "text_native": "சார் நான் ஜீவன் பேசுறேன் JSW One பிளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178946938541",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.3,
      "text_en": "Hmm.",
      "text_native": "ம்ம்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 10.5,
      "text_en": "Sir, do you have any requirement right now? For you, HR, CR sheet, coil, anything?",
      "text_native": "சார் இப்போதைக்கு எதாவது requirement இருக்கா? உங்களுக்கு HR, CR ஷீட்டா, coil எதாவது?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 12.3,
      "text_en": "For HR, something...",
      "text_native": "HRக்கு எதாவது..."
    },
    {
      "ucid": "21112178946938541",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 13.3,
      "text_en": "HR?",
      "text_native": "HRஆ?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 13.8,
      "text_en": "Yes.",
      "text_native": "ஆ."
    },
    {
      "ucid": "21112178946938541",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 15.8,
      "text_en": "Okay, HR sheet, right sir?",
      "text_native": "ஓகே, HR ஷீட் தானே சார்?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 16.5,
      "text_en": "Hmm.",
      "text_native": "ம்ம்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 20.5,
      "text_en": "Okay sir. Ah, that HR sheet, how many tons? Our minimum order of quantity is 5 metric tons.",
      "text_native": "ஓகே சார். ஆ, அந்த HR ஷீட் எவ்ளோ டன்? நம்ம minimum order of quantity 5 metric ton தான்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 21.2,
      "text_en": "Hmm.",
      "text_native": "ம்ம்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.8,
      "end_s": 23.5,
      "text_en": "So, how much are you looking for urgently now?",
      "text_native": "அப்போ எவ்ளோ இப்போ அர்ஜென்டா பாக்குறீங்க?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 13,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 30.5,
      "text_en": "For me, what is it, I need one size which is 10 by 4, 10 by 5. In 10 by 5. 10 by 5 means for you it will be 10 feet, 10 into... In 10 by 5, that's it. I need it in 10 by 5.",
      "text_native": "எனக்கு என்ன, எனக்கு ஒன்னு சைஸ் வந்து 10/4, 10/5ல வேணும். 10/5ல. 10/5னா உங்களுக்கு வந்து 10 feet, 10 into... 10/5ல அதான். 10/5ல வேணும்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 31.9,
      "text_en": "10 feet by 5 feet?",
      "text_native": "10 feet by 5 feetஆ?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 33.2,
      "text_en": "Yes. 3 mm.",
      "text_native": "ஆமா. 3 mm."
    },
    {
      "ucid": "21112178946938541",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 35.8,
      "text_en": "Okay, 3 mm. Are you looking for E350, E250, sir?",
      "text_native": "ஓகே, 3 mm. அது E350, E250 பாக்குறீங்களா சார்?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 17,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 38.5,
      "text_en": "I don't know what I bought last time. I have to check.",
      "text_native": "லாஸ்ட் டைம் என்ன வாங்கியாச்சுன்னு தெரியல. பாக்கணும்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 18,
      "speaker": "agent",
      "start_s": 38.9,
      "end_s": 42.8,
      "text_en": "Okay. Why is that, based on that E250 grade, the rate will have some changes here and there, that's why.",
      "text_native": "ஓகே. அது எதுக்குன்னா அந்த E250 அது grade வெச்சு கொஞ்சம் rate அங்கே இங்கே எல்லாம் changes வரும், அதுக்கு தான்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 19,
      "speaker": "customer",
      "start_s": 43.0,
      "end_s": 44.8,
      "text_en": "Hmm. For us, it's for laser cutting here.",
      "text_native": "ம்ம். நமக்கு இங்க laser cut பண்றதுக்கு தான்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 20,
      "speaker": "agent",
      "start_s": 45.0,
      "end_s": 49.8,
      "text_en": "For laser cutting? Then E250 will also work. E250, okay. For that laser cutting, are you looking for a primary brand or is a secondary brand enough?",
      "text_native": "Laser cutக்கா? அப்போ E250 ஆனாலும் ஆகும். E250, ஓகே. அது laser cutக்கான நீங்க primary brand பாக்குறீங்களா இல்லைன்னா secondary brand போதுமா?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 21,
      "speaker": "customer",
      "start_s": 50.0,
      "end_s": 50.8,
      "text_en": "Secondary...",
      "text_native": "Secondary..."
    },
    {
      "ucid": "21112178946938541",
      "idx": 22,
      "speaker": "agent",
      "start_s": 50.8,
      "end_s": 51.8,
      "text_en": "Secondary is okay, right?",
      "text_native": "Secondary ஓகே தானே?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.0,
      "end_s": 52.3,
      "text_en": "Hmm.",
      "text_native": "ம்ம்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 24,
      "speaker": "agent",
      "start_s": 52.8,
      "end_s": 53.8,
      "text_en": "Okay. How many tons do you need, sir?",
      "text_native": "ஓகே. எவ்ளோ டன் வேணும் சார்?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 25,
      "speaker": "customer",
      "start_s": 54.2,
      "end_s": 57.2,
      "text_en": "I had already taken about 10 tons. After that, the price, who there... they didn't do it for me properly.",
      "text_native": "ஆல்ரெடி எடுத்திருந்தேன் ஒரு 10 ton. அதுக்கப்புறம் பிரைஸ் யாரு அங்க... சரியா எனக்கு இது பண்ணல."
    },
    {
      "ucid": "21112178946938541",
      "idx": 26,
      "speaker": "agent",
      "start_s": 57.2,
      "end_s": 58.2,
      "text_en": "Won't you get the pricing? Okay okay.",
      "text_native": "பிரைசிங் கிடைக்க மாட்டாரா? ஓகே ஓகே."
    },
    {
      "ucid": "21112178946938541",
      "idx": 27,
      "speaker": "customer",
      "start_s": 58.2,
      "end_s": 1.5,
      "text_en": "From Bombay... who, from Bombay only... The enquiry you placed before this... the service was also not done properly. After making the payment, it took one week to do this, after that, to send the material.",
      "text_native": "பாம்பேல இருந்து... யாரு பாம்பேல இருந்து தான்... நீங்க இதுக்கு முன்னாடி enquiry போட்டது... serviceம் சரியா பண்ணல. பேமென்ட் பண்ணிட்டும் இருக்க ஒரு வீக் இது பண்ணியாச்சு அதுக்கப்புறம் மெட்டீரியல் அனுப்புறதுக்கு."
    },
    {
      "ucid": "21112178946938541",
      "idx": 28,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.2,
      "text_en": "One, one week?",
      "text_native": "ஒரு ஒரு வீக்கா?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 29,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.8,
      "text_en": "Yes, yes.",
      "text_native": "ஆமா ஆமா."
    },
    {
      "ucid": "21112178946938541",
      "idx": 30,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 5.8,
      "text_en": "What sir, that, if you confirm the order today, we will deliver it there within two days.",
      "text_native": "என்ன சார், அது இப்போ இன்னைக்கு நீங்க ஆர்டர் கன்ஃபார்ம் பண்ணினா, ரெண்டு நாளுக்குள்ளே அங்கே டெலிவரி பண்ணிடுவோம்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 31,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 8.8,
      "text_en": "That's what they did to me, they delayed it like that. Saying it's here, it's there...",
      "text_native": "அது தான் எனக்கு பண்ணியாச்சு அது மாதிரி லேட் பண்ணியாச்சு. இங்க அங்க இருக்கு, இங்க இருக்குன்னு சொல்லிட்டு..."
    },
    {
      "ucid": "21112178946938541",
      "idx": 32,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 9.5,
      "text_en": "Is that so? Okay.",
      "text_native": "அப்படியா? ஓகே."
    },
    {
      "ucid": "21112178946938541",
      "idx": 33,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 10.5,
      "text_en": "They delayed it.",
      "text_native": "லேட் பண்ணியாச்சு."
    },
    {
      "ucid": "21112178946938541",
      "idx": 34,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 12.5,
      "text_en": "Before this, who sir, who was speaking with you?",
      "text_native": "இதுக்கு முன்னாடி யார் சார் யார் உங்ககிட்ட பேசிட்டு இருந்தேன்?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 35,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 16.2,
      "text_en": "They were speaking from Bombay only. Who was that? What's the name?",
      "text_native": "பாம்பேல இருந்து தான் பேசிட்டு இருந்தாச்சு. யாரு அது? பேரு என்ன?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 36,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 16.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178946938541",
      "idx": 37,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 22.5,
      "text_en": "But he... why is that, now for one year... ah not one year, now one... ah one... Arun? Arun Barkat Nisha.",
      "text_native": "ஆனா அவ... அது எதுக்குன்னா இப்போ ஒரு வருஷத்துக்கு... ஆ ஒரு வருஷம் இல்ல, இப்போ ஒரு... ஆ ஒரு... அருணா? அருண் பர்கத் நிஷா."
    },
    {
      "ucid": "21112178946938541",
      "idx": 38,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 24.8,
      "text_en": "Oh okay okay. Arun Barakat Nisha? The name?",
      "text_native": "ஓ ஓகே ஓகே. அருண் பராக்கத் நிஷாவா? பேரு?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 39,
      "speaker": "customer",
      "start_s": 24.8,
      "end_s": 28.8,
      "text_en": "The name is written as Arun Barakat Nishan.",
      "text_native": "அருண் பராக்கத் நிஷான் சொல்லிட்டு போட்டுருக்கு பேரு."
    },
    {
      "ucid": "21112178946938541",
      "idx": 40,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 29.5,
      "text_en": "Oh okay okay.",
      "text_native": "ஓ ஓகே ஓகே."
    },
    {
      "ucid": "21112178946938541",
      "idx": 41,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 37.8,
      "text_en": "Okay sir, no problem. I don't know what happened to that. Now, for now, you said HR sheet, 10 metric tons, E250 grade, 3 mm thickness, 10 feet by 5 feet, I will ask for the price now and now a...",
      "text_native": "சரி சார் பரவாயில்ல. அது என்ன ஆச்சுன்னு தெரியல. இப்போ இப்போதைக்கு நீங்க HR ஷீட் சொன்னீங்க, 10 metric ton, E250 grade, 3 mm thickness, 10 feet by 5 feet ஓட இப்போ பிரைஸ் எவ்ளோன்னு நான் கேட்டுட்டு இப்போ ஒரு..."
    },
    {
      "ucid": "21112178946938541",
      "idx": 42,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 38.8,
      "text_en": "You have to send the details.",
      "text_native": "டீடெயில்ஸ் நீங்க அனுப்பனும்."
    },
    {
      "ucid": "21112178946938541",
      "idx": 43,
      "speaker": "customer",
      "start_s": 38.8,
      "end_s": 41.2,
      "text_en": "Yes, I will send the details, I will send the details. This 9828343292 is your WhatsApp number, right?",
      "text_native": "ஆமா, டீடெயில்ஸ் அனுப்புறேன், டீடெயில்ஸ் அனுப்புறேன். இந்த 9828343292 தானே உங்க WhatsApp நம்பர்?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 44,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 41.8,
      "text_en": "Yes.",
      "text_native": "ஆமா."
    },
    {
      "ucid": "21112178946938541",
      "idx": 45,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 43.8,
      "text_en": "Okay sir. I have sent the details to this WhatsApp number. You...",
      "text_native": "சரி சார். நான் இந்த WhatsApp நம்பருக்கு டீடெயில்ஸ் அனுப்பி வச்சிருக்கிறேன். நீங்க..."
    },
    {
      "ucid": "21112178946938541",
      "idx": 46,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 44.8,
      "text_en": "Where are you speaking from?",
      "text_native": "நீங்க எங்க இருந்து பேசுறீங்க?"
    },
    {
      "ucid": "21112178946938541",
      "idx": 47,
      "speaker": "customer",
      "start_s": 45.0,
      "end_s": 58.0,
      "text_en": "Sir, I am speaking from headquarters, from headquarters only, in Mumbai. But what I am controlling now is fully for the South India region. Mainly for Coimbatore, Chennai, Kerala region. So, just now, for Chennai, for that South India region, I am concentrating a bit more now. Before this, I didn't concentrate that much. That's why you didn't get the rate and this correctly. No problem sir, I myself will help you. From now on, I myself will help you. No problem.",
      "text_native": "சார் நான் ஹெட் குவாட்டர்ஸ், ஹெட் குவாட்டர்ஸ்ல இருந்து தான் பேசுறேன், மும்பைல. ஆனா நான் இப்போ கண்ட்ரோல் பண்றது ஃபுல்லா அந்த சவுத் இந்தியா ரீஜனுக்காக. மெயின்லி கோயம்புத்தூர், சென்னை, கேரளா ரீஜனுக்காக. அப்போ இப்போ தான் ஒரு சென்னை, சென்னை அந்த சவுத் இந்தியா ரீஜனுக்கு இப்போ தான் அவங்க கொஞ்சம் ஜாஸ்தி கான்சென்ட்ரேட் பண்றேன். இதுக்கு முன்னாடி அவ்ளோ கான்சென்ட்ரேட் பண்ணல. அதுக்கு தான் உங்களுக்கு ரேட்டும் இதுவும் கரெக்டா கிடைக்காம இருந்தேன். பரவாயில்ல சார், நானே உங்களை ஹெல்ப் பண்றேன். இனி சம்தொடை நானே உங்களுக்கு ஹெல்ப் பண்றேன். பரவாயில்ல."
    },
    {
      "ucid": "21112178946938541",
      "idx": 48,
      "speaker": "agent",
      "start_s": 58.0,
      "end_s": 58.5,
      "text_en": "Okay.",
      "text_native": "சரி."
    },
    {
      "ucid": "21112178946938541",
      "idx": 49,
      "speaker": "customer",
      "start_s": 58.5,
      "end_s": 59.5,
      "text_en": "Okay sir, thank you.",
      "text_native": "ஓகே சார், தேங்க்யூ."
    },
    {
      "ucid": "21112178946938541",
      "idx": 50,
      "speaker": "agent",
      "start_s": 59.5,
      "end_s": 2.0,
      "text_en": "Thank you.",
      "text_native": "தேங்க்யூ."
    },
    {
      "ucid": "21112178946938541",
      "idx": 51,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.5,
      "text_en": "Okay.",
      "text_native": "ஓகே."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946938541",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement right now?",
      "comment": "The agent did not greet using the customer's name or ask if it was a good time to speak, instead jumping directly to the requirement."
    },
    {
      "ucid": "21112178946938541",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a hook; they immediately asked about requirements instead of leading with a price or availability benefit."
    },
    {
      "ucid": "21112178946938541",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "For us, it's for laser cutting here.",
      "comment": "Only one of the six discovery questions (end application) was covered. The agent did not ask about what the customer manufactures, monthly tonnage, or current suppliers."
    },
    {
      "ucid": "21112178946938541",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "What sir, that, if you confirm the order today, we will deliver it there within two days.",
      "comment": "The agent pitched a highly relevant USP (fast delivery) that directly addressed the customer's stated pain point about a previous one-week delay."
    },
    {
      "ucid": "21112178946938541",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "10 feet by 5 feet?... 3 mm. Are you looking for E350, E250, sir?... How many tons do you need, sir?",
      "comment": "The agent successfully captured all the necessary details for a quote: grade, thickness, width, and quantity for a current requirement."
    },
    {
      "ucid": "21112178946938541",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will ask for the price now",
      "comment": "The next step was vague and did not include a committed turnaround time for sending the quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178946938541",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "the service was also not done properly. After making the payment, it took one week to do this, after that, to send the material.",
      "response": "if you confirm the order today, we will deliver it there within two days."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}