{
  "ucid": "21112178947528421",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 17:58:04",
  "end_time": "2026-09-15 18:00:41",
  "duration_sec": 157,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA20183777b2baa047ece385cba0d3aae9.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 4,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947528421__DIA20183777b2baa047ece385cba0d3aae9.mp3",
  "audio_bytes": 425952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 141.984,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello, I am calling from the JSW One platform.   (નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું.)\n[5s] CUSTOMER: Hello, hello.\n[6s] AGENT: Mr. Nishant Upadhyay from PEB Infratech?\n[8s] CUSTOMER: Yes.\n[8s] AGENT: Nishant ji, this is Sudip speaking from JSW One MSME, Jindal Steel.   (निशांत जी सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।)\n[14s] CUSTOMER: Yes, yes.\n[15s] AGENT: Sir, your company was registered on our portal for this Ahmedabad location. I was following up regarding your steel procurement, sir.   (ये आपका कंपनी रजिस्टर था सर हमारे पोर्टल पर फॉर दिस अहमदाबाद लोकेशन। आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कर रहा था सर।)\n[19s] AGENT: I called because, do you have any requirement for steel, sir, in HR material, in E250?   (अभी मैंने इसीलिए फोन किया कुछ स्टील में रिक्वायरमेंट है सर आपको HR मटेरियल में E250 में?)\n[23s] CUSTOMER: E250?\n[24s] AGENT: Yes.   (हां।)\n[24s] CUSTOMER: Uh, I have to buy material in a day or two. What is the approximate rate right now?   (अह अभी तो लेना है मटेरियल एक दो दिन में। अभी क्या रेट चल रहा है अप्प्रोक्स?)\n[28s] AGENT: For Gujarat, today's rate is 64850, ex-warehouse.   (अपना गुजरात का आज के तारीख में रेट चल रहा है 64850, एक्स वेयरहाउस।)\n[31s] CUSTOMER: Okay.\n[32s] AGENT: Our warehouse is in Kandla. It's 64850 per metric ton, and there's an MOQ policy, minimum order quantity will be five tons.   (हमारा वेयरहाउस जो है कंडला में है। 64850 पर मेट्रिक टन का भी है वो MOQ पॉलिसी, मिनिमम आर्डर क्वांटिटी पांच टन का रहेगा।)\n[36s] CUSTOMER: Okay.\n[36s] CUSTOMER: Yes, yes, I understood.   (हां हां मैं समझ गया।)\n[38s] CUSTOMER: What I'm saying is, is this uh... is this Naveen Jindal's company or   (मैं क्या बोल रहा हूं आपका के आप अह ये जो ये नवीन जिंदाल का कंपनी है या फिर)\n[44s] AGENT: Parth Jindal's one.   (पार्थ जिंदाल वाला।)\n[46s] AGENT: Parth Jindal's, Sajjan Jindal's son, his.   (पार्थ जिंदाल का, सज्जन जिंदाल के जो बेटे है ना, उनका।)\n[48s] CUSTOMER: Okay.\n[48s] CUSTOMER: So I have heard that fabrication orders are also placed directly from your end, meaning   (तो ये मैंने सुना है के डायरेक्ट आपके वहां से फैब्रिकेशन का भी आर्डर निकलता है मतलब)\n[53s] CUSTOMER: Is that correct?   (सही बात है?)\n[54s] AGENT: Fabrication meaning?   (फैब्रिकेशन का मतलब?)\n[54s] CUSTOMER: Piperack structure, PEB structure.   (पाइपरेक स्ट्रक्चर, पीईबी स्ट्रक्चर।)\n[58s] AGENT: No sir, we provide material in sheet and coil form for PEB buyers.   (नहीं सर, हम लोग शीट और कॉइल फॉर्म में मटेरियल देते है फॉर पीईबी बायर।)\n[60s] CUSTOMER: I understood that, for PEB buyers, but I have heard that you people give orders for piperack structures and for making them.   (वो तो मैं समझ गया पीईबी बायर के लिए, बट मैंने ऐसा सुना है के आप लोग आर्डर देते हो अभी पाइपरैक स्ट्रक्चर का और वो बनाने के लिए।)\n[106s] AGENT: Are you talking about that solar one? For solar?   (आपकी वो सोलर का बोल रहे हो क्या आप? सोलर के लिए?)\n[108s] CUSTOMER: Not for solar, piperack structure and PEB structure, the kind of fabrication that is done for sheds, similar orders for fabrication of utility sheds.   (सोलर का नहीं, पाइपरैक स्ट्रक्चर और पीईबी स्ट्रक्चर, जो शेड का फैब्रिकेशन होता है ना वैसा ही जो यूटिलिटी शेड जो नहीं होते उसके फैब्रिकेशन के आर्डर।)\n[114s] AGENT: No no no, no no no sir, we provide material in sheet and coil form, sir.   (नो नो नो, नो नो नो सर, हम शीट और कॉइल फॉर्म में मटेरियल देते है सर।)\n[118s] CUSTOMER: Yes, I understood, but which unit of yours purchases all these things?   (हां मैं समझ गया, बट आपका कौनसा यूनिट है वो परचेस करता है ये सब चीजें?)\n[120s] AGENT: No, all this doesn't happen on this portal, sir. From here we supply steel directly in sheet and coil.   (नहीं, ये सब ये पोर्टल पे नहीं होता सर। यहां से हम स्टील सप्लाई करते है डायरेक्टली इन शीट और कॉइल।)\n[124s] CUSTOMER: Forget about the portal, I am talking about something else.   (पोर्टल की बात जाने दो, दूसरी बात कर रहा हूं मैं।)\n[126s] AGENT: I don't have an idea about that, Nishant ji.   (उसका आईडिया नहीं है ना निशांत जी मुझे।)\n[128s] AGENT: What is on the portal   (जो पोर्टल में है वो)\n[128s] CUSTOMER: Okay, where does the purchase person sit?   (अच्छा परचेस वाला कहां बैठता है?)\n[130s] AGENT: Uh, that's at the head office, maybe in Mumbai.   (अह वो हेड ऑफिस मुंबई में भी।)\n[133s] CUSTOMER: In Mumbai.   (मुंबई में।)\n[134s] AGENT: Hmm.   (हम्म।)\n[134s] CUSTOMER: That's right.   (बराबर है।)\n[135s] AGENT: Alright, sir?   (ठीक है सर?)\n[136s] CUSTOMER: Alright, okay.   (ठीक है, ओके।)\n[136s] AGENT: Okay.   (ओके।)\n[137s] CUSTOMER: I'll let you know if there's anything.   (कुछ हो तो बताता हूं।)\n[138s] AGENT: Yes.   (यस।)",
  "language": "Hindi",
  "languages": "[\"Gujarati\", \"Hindi\", \"English\"]",
  "turn_count": 44,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "44 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When the customer asks a question outside your scope, acknowledge it, offer to find out later, and pivot back to the sales script to capture their immediate requirement.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from a PEB manufacturing company who confirmed an immediate need for HR steel. However, the customer was more interested in whether JSW outsources fabrication work, believing he could become a supplier to JSW. The agent clarified that JSW One only sells raw steel, but failed to pivot back to the sales process, and the call ended without capturing the requirement or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified the company and customer but did not ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a price or availability hook, instead immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"CUSTOMER: Piperack structure, PEB structure.\", \"comment\": \"Agent only established what the customer manufactures (PEB) and the end application; no questions were asked about volume, suppliers, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The conversation was derailed before the agent had a chance to pitch any USPs about the steel supply service.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Uh, I have to buy material in a day or two.\", \"comment\": \"Although the customer confirmed an immediate requirement, the agent failed to capture the necessary details (grade, thickness, width, quantity).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I'll let you know if there's anything.\", \"comment\": \"The call ended without a committed next step; no quote was offered and no specific callback was scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer asks a question outside your scope, acknowledge it, offer to find out later, and pivot back to the sales script to capture their immediate requirement.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from a PEB manufacturing company who confirmed an immediate need for HR steel. However, the customer was more interested in whether JSW outsources fabrication work, believing he could become a supplier to JSW. The agent clarified that JSW One only sells raw steel, but failed to pivot back to the sales process, and the call ended without capturing the requirement or setting a next step.\"}",
  "error": null,
  "latency_ms": 61657,
  "input_tokens": 4065,
  "output_tokens": 764,
  "created_at": "2026-09-25 10:43:41",
  "sentiment": "positive",
  "sentiment_score": 0.26,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.377,
  "agent_talk_sec": 50.3,
  "customer_talk_sec": 83.2,
  "dead_air_sec": 23.5,
  "longest_monologue_sec": 7.7,
  "agent_wpm": 227.8,
  "interruptions": 0,
  "agent_turns": 22,
  "customer_turns": 22,
  "discovery_qs": 6,
  "words_agent": 191,
  "words_customer": 154,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947528421",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 4.2,
      "text_en": "Hello, I am calling from the JSW One platform.",
      "text_native": "નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું."
    },
    {
      "ucid": "21112178947528421",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.54,
      "end_s": 5.5,
      "text_en": "Hello, hello.",
      "text_native": "Hello, hello."
    },
    {
      "ucid": "21112178947528421",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 7.8,
      "text_en": "Mr. Nishant Upadhyay from PEB Infratech?",
      "text_native": "Mr. Nishant Upadhyay from PEB Infratech?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.0,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178947528421",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 14.5,
      "text_en": "Nishant ji, this is Sudip speaking from JSW One MSME, Jindal Steel.",
      "text_native": "निशांत जी सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 14.8,
      "text_en": "Yes, yes.",
      "text_native": "Yes, yes."
    },
    {
      "ucid": "21112178947528421",
      "idx": 6,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 19.0,
      "text_en": "Sir, your company was registered on our portal for this Ahmedabad location. I was following up regarding your steel procurement, sir.",
      "text_native": "ये आपका कंपनी रजिस्टर था सर हमारे पोर्टल पर फॉर दिस अहमदाबाद लोकेशन। आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कर रहा था सर।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 7,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 22.5,
      "text_en": "I called because, do you have any requirement for steel, sir, in HR material, in E250?",
      "text_native": "अभी मैंने इसीलिए फोन किया कुछ स्टील में रिक्वायरमेंट है सर आपको HR मटेरियल में E250 में?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 8,
      "speaker": "customer",
      "start_s": 22.8,
      "end_s": 23.8,
      "text_en": "E250?",
      "text_native": "E250?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 24.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 10,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 28.0,
      "text_en": "Uh, I have to buy material in a day or two. What is the approximate rate right now?",
      "text_native": "अह अभी तो लेना है मटेरियल एक दो दिन में। अभी क्या रेट चल रहा है अप्प्रोक्स?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 11,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 31.0,
      "text_en": "For Gujarat, today's rate is 64850, ex-warehouse.",
      "text_native": "अपना गुजरात का आज के तारीख में रेट चल रहा है 64850, एक्स वेयरहाउस।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 12,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 31.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178947528421",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 36.0,
      "text_en": "Our warehouse is in Kandla. It's 64850 per metric ton, and there's an MOQ policy, minimum order quantity will be five tons.",
      "text_native": "हमारा वेयरहाउस जो है कंडला में है। 64850 पर मेट्रिक टन का भी है वो MOQ पॉलिसी, मिनिमम आर्डर क्वांटिटी पांच टन का रहेगा।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 14,
      "speaker": "customer",
      "start_s": 36.0,
      "end_s": 36.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178947528421",
      "idx": 15,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 38.0,
      "text_en": "Yes, yes, I understood.",
      "text_native": "हां हां मैं समझ गया।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 16,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 43.5,
      "text_en": "What I'm saying is, is this uh... is this Naveen Jindal's company or",
      "text_native": "मैं क्या बोल रहा हूं आपका के आप अह ये जो ये नवीन जिंदाल का कंपनी है या फिर"
    },
    {
      "ucid": "21112178947528421",
      "idx": 17,
      "speaker": "agent",
      "start_s": 43.5,
      "end_s": 45.5,
      "text_en": "Parth Jindal's one.",
      "text_native": "पार्थ जिंदाल वाला।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 18,
      "speaker": "agent",
      "start_s": 45.5,
      "end_s": 47.8,
      "text_en": "Parth Jindal's, Sajjan Jindal's son, his.",
      "text_native": "पार्थ जिंदाल का, सज्जन जिंदाल के जो बेटे है ना, उनका।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 19,
      "speaker": "customer",
      "start_s": 48.0,
      "end_s": 48.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178947528421",
      "idx": 20,
      "speaker": "customer",
      "start_s": 48.5,
      "end_s": 52.5,
      "text_en": "So I have heard that fabrication orders are also placed directly from your end, meaning",
      "text_native": "तो ये मैंने सुना है के डायरेक्ट आपके वहां से फैब्रिकेशन का भी आर्डर निकलता है मतलब"
    },
    {
      "ucid": "21112178947528421",
      "idx": 21,
      "speaker": "customer",
      "start_s": 52.8,
      "end_s": 53.5,
      "text_en": "Is that correct?",
      "text_native": "सही बात है?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 22,
      "speaker": "agent",
      "start_s": 53.5,
      "end_s": 54.5,
      "text_en": "Fabrication meaning?",
      "text_native": "फैब्रिकेशन का मतलब?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 23,
      "speaker": "customer",
      "start_s": 54.5,
      "end_s": 57.0,
      "text_en": "Piperack structure, PEB structure.",
      "text_native": "पाइपरेक स्ट्रक्चर, पीईबी स्ट्रक्चर।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 24,
      "speaker": "agent",
      "start_s": 57.5,
      "end_s": 59.8,
      "text_en": "No sir, we provide material in sheet and coil form for PEB buyers.",
      "text_native": "नहीं सर, हम लोग शीट और कॉइल फॉर्म में मटेरियल देते है फॉर पीईबी बायर।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 25,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 105.8,
      "text_en": "I understood that, for PEB buyers, but I have heard that you people give orders for piperack structures and for making them.",
      "text_native": "वो तो मैं समझ गया पीईबी बायर के लिए, बट मैंने ऐसा सुना है के आप लोग आर्डर देते हो अभी पाइपरैक स्ट्रक्चर का और वो बनाने के लिए।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 26,
      "speaker": "agent",
      "start_s": 106.0,
      "end_s": 107.8,
      "text_en": "Are you talking about that solar one? For solar?",
      "text_native": "आपकी वो सोलर का बोल रहे हो क्या आप? सोलर के लिए?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 27,
      "speaker": "customer",
      "start_s": 108.2,
      "end_s": 114.5,
      "text_en": "Not for solar, piperack structure and PEB structure, the kind of fabrication that is done for sheds, similar orders for fabrication of utility sheds.",
      "text_native": "सोलर का नहीं, पाइपरैक स्ट्रक्चर और पीईबी स्ट्रक्चर, जो शेड का फैब्रिकेशन होता है ना वैसा ही जो यूटिलिटी शेड जो नहीं होते उसके फैब्रिकेशन के आर्डर।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 28,
      "speaker": "agent",
      "start_s": 114.5,
      "end_s": 117.0,
      "text_en": "No no no, no no no sir, we provide material in sheet and coil form, sir.",
      "text_native": "नो नो नो, नो नो नो सर, हम शीट और कॉइल फॉर्म में मटेरियल देते है सर।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 29,
      "speaker": "customer",
      "start_s": 117.5,
      "end_s": 120.5,
      "text_en": "Yes, I understood, but which unit of yours purchases all these things?",
      "text_native": "हां मैं समझ गया, बट आपका कौनसा यूनिट है वो परचेस करता है ये सब चीजें?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 30,
      "speaker": "agent",
      "start_s": 120.5,
      "end_s": 123.8,
      "text_en": "No, all this doesn't happen on this portal, sir. From here we supply steel directly in sheet and coil.",
      "text_native": "नहीं, ये सब ये पोर्टल पे नहीं होता सर। यहां से हम स्टील सप्लाई करते है डायरेक्टली इन शीट और कॉइल।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 31,
      "speaker": "customer",
      "start_s": 123.8,
      "end_s": 125.5,
      "text_en": "Forget about the portal, I am talking about something else.",
      "text_native": "पोर्टल की बात जाने दो, दूसरी बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 32,
      "speaker": "agent",
      "start_s": 126.0,
      "end_s": 127.5,
      "text_en": "I don't have an idea about that, Nishant ji.",
      "text_native": "उसका आईडिया नहीं है ना निशांत जी मुझे।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 33,
      "speaker": "agent",
      "start_s": 127.5,
      "end_s": 128.5,
      "text_en": "What is on the portal",
      "text_native": "जो पोर्टल में है वो"
    },
    {
      "ucid": "21112178947528421",
      "idx": 34,
      "speaker": "customer",
      "start_s": 128.5,
      "end_s": 129.8,
      "text_en": "Okay, where does the purchase person sit?",
      "text_native": "अच्छा परचेस वाला कहां बैठता है?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 35,
      "speaker": "agent",
      "start_s": 130.0,
      "end_s": 132.5,
      "text_en": "Uh, that's at the head office, maybe in Mumbai.",
      "text_native": "अह वो हेड ऑफिस मुंबई में भी।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 36,
      "speaker": "customer",
      "start_s": 132.8,
      "end_s": 133.5,
      "text_en": "In Mumbai.",
      "text_native": "मुंबई में।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 37,
      "speaker": "agent",
      "start_s": 133.5,
      "end_s": 134.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 38,
      "speaker": "customer",
      "start_s": 134.0,
      "end_s": 134.5,
      "text_en": "That's right.",
      "text_native": "बराबर है।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 39,
      "speaker": "agent",
      "start_s": 135.0,
      "end_s": 135.5,
      "text_en": "Alright, sir?",
      "text_native": "ठीक है सर?"
    },
    {
      "ucid": "21112178947528421",
      "idx": 40,
      "speaker": "customer",
      "start_s": 135.5,
      "end_s": 136.5,
      "text_en": "Alright, okay.",
      "text_native": "ठीक है, ओके।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 41,
      "speaker": "agent",
      "start_s": 136.5,
      "end_s": 137.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 42,
      "speaker": "customer",
      "start_s": 137.0,
      "end_s": 138.0,
      "text_en": "I'll let you know if there's anything.",
      "text_native": "कुछ हो तो बताता हूं।"
    },
    {
      "ucid": "21112178947528421",
      "idx": 43,
      "speaker": "agent",
      "start_s": 138.0,
      "end_s": 138.5,
      "text_en": "Yes.",
      "text_native": "यस।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178947528421",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified the company and customer but did not ask for permission to speak before jumping into the reason for the call."
    },
    {
      "ucid": "21112178947528421",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not lead with a price or availability hook, instead immediately asked if the customer had a requirement."
    },
    {
      "ucid": "21112178947528421",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "CUSTOMER: Piperack structure, PEB structure.",
      "comment": "Agent only established what the customer manufactures (PEB) and the end application; no questions were asked about volume, suppliers, or payment terms."
    },
    {
      "ucid": "21112178947528421",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The conversation was derailed before the agent had a chance to pitch any USPs about the steel supply service."
    },
    {
      "ucid": "21112178947528421",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Uh, I have to buy material in a day or two.",
      "comment": "Although the customer confirmed an immediate requirement, the agent failed to capture the necessary details (grade, thickness, width, quantity)."
    },
    {
      "ucid": "21112178947528421",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: I'll let you know if there's anything.",
      "comment": "The call ended without a committed next step; no quote was offered and no specific callback was scheduled."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}