{
  "ucid": "21112178954082831",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 12:10:28",
  "end_time": "2026-09-16 12:12:48",
  "duration_sec": 140,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfdefef6f74bace01653d3791aae24668.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1763,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954082831__DIAfdefef6f74bace01653d3791aae24668.mp3",
  "audio_bytes": 383400,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 127.8,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hello.\n[2s] AGENT: Hello, were you speaking from Mohan Enviro Engineering?   (Hello, Mohan Enviro Engineering से बोल रहे थे?)\n[4s] CUSTOMER: Yes sir, I am speaking.   (हां जी सर, बोल रहा हूं।)\n[5s] AGENT: Sir, hello, this is Aditya Pandey speaking from JSW.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[8s] CUSTOMER: Okay sir.   (अच्छा सर।)\n[8s] AGENT: Sir, you were registered on our platform, this call is regarding that. Do you have any requirement in the next one or two months?   (सर ये हमारे प्लैटफॉर्म में आप रजिस्टर्ड थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर एक-दो महीने में?)\n[12s] CUSTOMER: What, sir, what all things do you deal in? In steel, do you only do structural steel or do you do that as well?   (क्या, सर क्या-क्या चीजों में डील करते हैं आप? मैं स्टील में, सिर्फ स्ट्रक्चरल स्टील में करते हैं या फिर उसमें भी करते हैं?)\n[16s] AGENT: Sir, right now we are doing mild steel, in mild steel. In which HR, CR, PPGI, all these come.   (सर हम तो अभी फिलहाल माइल्ड स्टील में, माइल्ड स्टील में कर रहे हैं। जिसमें एचआर, सीआर, पीपीजीआई, ये सब आ गया।)\n[20s] CUSTOMER: Okay okay. Angle, channels?   (ओके ओके। एंगल, चैनल्स?)\n[22s] AGENT: Yes sir, we do that too.   (हां सर, वो भी करते हैं हम।)\n[24s] CUSTOMER: You do that too.   (वो भी करते हैं।)\n[25s] AGENT: Yes. So we also do TMT.   (हां। तो टीएमटी भी करते हैं।)\n[27s] CUSTOMER: Hmm hmm. You also do TMT. So sir, do you guys make any credit limit or something?   (हम्म हम्म। टीएमटी भी करते हैं। तो सर कोई लिमिट-विमिट बनाते हैं आप लोग क्या?)\n[30s] AGENT: Limit means sir?   (लिमिट मतलब सर?)\n[31s] CUSTOMER: Uh sir like uh Tata gives, like Tata Wiron used to give a limit of up to one CR for purchasing.   (अह सर जैसे अह Tata देती है, जैसे Tata Wiron सब one CR तक की लिमिट देती थी परचेस करने के लिए।)\n[35s] AGENT: Okay.   (अच्छा।)\n[36s] AGENT: One minute sir, stay on the line. Prashant. Yes? Prashant.   (एक मिनट सर, लाइन पे रहेंगे। प्रशांत। हां? प्रशांत।)\n[39s] AGENT: Yes sir, you were say, how will you say, sorry?   (हां सर, आप बोल, कैसे बोलेंगे सॉरी?)\n[41s] CUSTOMER: Sir, do you also give any limit along with it, do you offer a limit too?   (सर कोई लिमिट भी देते हैं आप साथ में, ऑफर करते हैं लिमिट भी?)\n[43s] AGENT: Sir, for the first two transactions, it's advance, after that we provide a limit, sir.   (सर पहले दो ट्रांजैक्शन के लिए सर एडवांस रहता है, उसके बाद हम लिमिट प्रोवाइड करते हैं सर।)\n[46s] CUSTOMER: Okay okay okay.   (ओके ओके ओके।)\n[48s] AGENT: And it's not like we are, I mean, you have to take forty tons, if you give an order for even five tons, of any one SKU, we can fulfill that too.   (और ऐसा नहीं है कि हम मतलब आपको forty tons पड़ा रहे हैं, अगर आप five tons का भी ऑर्डर देंगे कोई भी एक SKU का, तो हम वो भी फुलफिल कर सकते हैं।)\n[53s] CUSTOMER: Hmm hmm. Right now I have, sir, I have to purchase around forty tons.   (हम्म हम्म। अभी मेरा है सर एक forty ton के आसपास परचेस करना है मेरे को।)\n[56s] CUSTOMER: So   (तो)\n[56s] AGENT: No issue sir. Do you want it in coil form or sheet form?   (कोई इशू नहीं सर। कॉइल फॉर्म में चाहिए कि शीट फॉर्म में आपको?)\n[58s] CUSTOMER: No no sir, we need sheets, we also need angle channels, we need everything. Angle channel is more in that.   (नहीं नहीं सर, अपने को शीट भी चाहिए, एंगल चैनल भी चाहिए, सारा कुछ चाहिए। एंगल चैनल ज्यादा है उसमें।)\n[61s] AGENT: Okay, okay, okay.   (ठीक है, ठीक है, ठीक है।)\n[63s] AGENT: There's no issue in that sir, whatever your requirement is, you tell me, I will help you.   (उसमें कोई इशू नहीं सर, अगर आपका जितना भी रिक्वायरमेंट है आप मुझे बताइएगा, मैं आपको हेल्प कर दूंगा।)\n[66s] CUSTOMER: Okay, fine, fine.   (ओके, ठीक है, ठीक है।)\n[67s] AGENT: And tell me soon, because you know the rate of steel is increasing a lot right now.   (और जल्दी बताइएगा, क्योंकि आपको पता है अभी स्टील में बहुत ज्यादा रेट बढ़ रहा है।)\n[70s] CUSTOMER: I will contact you on this number.   (आपका नंबर मैं कांटेक्ट कर लूंगा इस नंबर पे।)\n[71s] AGENT: What did you say, sorry?   (क्या बोले सॉरी?)\n[72s] CUSTOMER: I will contact you on this number.   (आपका नंबर मैं कांटेक्ट कर लूंगा इस नंबर पे।)\n[73s] AGENT: Yes, I, no no, this is not my number, I will WhatsApp you. You can contact on that.   (हां, मैं, नहीं नहीं, ये मेरा नंबर नहीं है, मैं आपको WhatsApp कर देता हूं। आप उसमें कांटेक्ट कर लीजिएगा।)\n[76s] AGENT: Right?   (राइट?)\n[77s] CUSTOMER: Okay.   (ठीक है।)\n[78s] AGENT: I will   (मैं आपको)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 37,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present but does not significantly affect transcription quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "37 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer gives you a large, immediate requirement like '40 tons', you must take control and ask the qualifying questions (grade, size, location) to build and send a quote immediately.",
  "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, stated an immediate 40-ton requirement for steel sheets, angles, and channels. The agent correctly answered a question about credit terms but failed to conduct any discovery to capture the material specifications. The call ended with the agent promising to send his contact details via WhatsApp, leaving the next step with the customer.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, hello, this is Aditya Pandey speaking from JSW.\", \"comment\": \"failed because the agent identified himself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in the next one or two months?\", \"comment\": \"failed because the agent did not lead with a supply or price hook, instead opening with a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"failed because the agent asked zero discovery questions; the customer had to volunteer all information.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, for the first two transactions, it's advance, after that we provide a limit, sir.\", \"comment\": \"passed because the agent pitched the credit policy and MOQ flexibility in direct response to the customer's questions and context.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Right now I have, sir, I have to purchase around forty tons.\", \"comment\": \"failed because while a 40-ton requirement was identified, the agent did not capture any specific details like grade, thickness, or location to build a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you. You can contact on that.\", \"comment\": \"failed because the agent did not establish a committed next step, placing the onus on the customer to re-initiate contact.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer gives you a large, immediate requirement like '40 tons', you must take control and ask the qualifying questions (grade, size, location) to build and send a quote immediately.\", \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"So sir, do you guys make any credit limit or something?\", \"response\": \"Sir, for the first two transactions, it's advance, after that we provide a limit, sir.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I will contact you on this number.\", \"response\": \"this is not my number, I will WhatsApp you. You can contact on that.\"}], \"call_summary\": \"The customer, a manufacturer, stated an immediate 40-ton requirement for steel sheets, angles, and channels. The agent correctly answered a question about credit terms but failed to conduct any discovery to capture the material specifications. The call ended with the agent promising to send his contact details via WhatsApp, leaving the next step with the customer.\"}",
  "error": null,
  "latency_ms": 37746,
  "input_tokens": 3938,
  "output_tokens": 935,
  "created_at": "2026-09-25 12:11:18",
  "sentiment": "positive",
  "sentiment_score": 0.569,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 1,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.586,
  "agent_talk_sec": 37.6,
  "customer_talk_sec": 26.6,
  "dead_air_sec": 75.8,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 349.5,
  "interruptions": 0,
  "agent_turns": 20,
  "customer_turns": 16,
  "discovery_qs": 8,
  "words_agent": 219,
  "words_customer": 149,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954082831",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 1.21,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178954082831",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 3.5,
      "text_en": "Hello, were you speaking from Mohan Enviro Engineering?",
      "text_native": "Hello, Mohan Enviro Engineering से बोल रहे थे?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.67,
      "end_s": 4.47,
      "text_en": "Yes sir, I am speaking.",
      "text_native": "हां जी सर, बोल रहा हूं।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 7.2,
      "text_en": "Sir, hello, this is Aditya Pandey speaking from JSW.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 8.0,
      "text_en": "Okay sir.",
      "text_native": "अच्छा सर।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.4,
      "end_s": 12.0,
      "text_en": "Sir, you were registered on our platform, this call is regarding that. Do you have any requirement in the next one or two months?",
      "text_native": "सर ये हमारे प्लैटफॉर्म में आप रजिस्टर्ड थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर एक-दो महीने में?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 16.2,
      "text_en": "What, sir, what all things do you deal in? In steel, do you only do structural steel or do you do that as well?",
      "text_native": "क्या, सर क्या-क्या चीजों में डील करते हैं आप? मैं स्टील में, सिर्फ स्ट्रक्चरल स्टील में करते हैं या फिर उसमें भी करते हैं?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 20.0,
      "text_en": "Sir, right now we are doing mild steel, in mild steel. In which HR, CR, PPGI, all these come.",
      "text_native": "सर हम तो अभी फिलहाल माइल्ड स्टील में, माइल्ड स्टील में कर रहे हैं। जिसमें एचआर, सीआर, पीपीजीआई, ये सब आ गया।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 22.0,
      "text_en": "Okay okay. Angle, channels?",
      "text_native": "ओके ओके। एंगल, चैनल्स?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 23.2,
      "text_en": "Yes sir, we do that too.",
      "text_native": "हां सर, वो भी करते हैं हम।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.6,
      "end_s": 24.2,
      "text_en": "You do that too.",
      "text_native": "वो भी करते हैं।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 26.5,
      "text_en": "Yes. So we also do TMT.",
      "text_native": "हां। तो टीएमटी भी करते हैं।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 29.2,
      "text_en": "Hmm hmm. You also do TMT. So sir, do you guys make any credit limit or something?",
      "text_native": "हम्म हम्म। टीएमटी भी करते हैं। तो सर कोई लिमिट-विमिट बनाते हैं आप लोग क्या?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 13,
      "speaker": "agent",
      "start_s": 29.5,
      "end_s": 30.1,
      "text_en": "Limit means sir?",
      "text_native": "लिमिट मतलब सर?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.8,
      "end_s": 35.0,
      "text_en": "Uh sir like uh Tata gives, like Tata Wiron used to give a limit of up to one CR for purchasing.",
      "text_native": "अह सर जैसे अह Tata देती है, जैसे Tata Wiron सब one CR तक की लिमिट देती थी परचेस करने के लिए।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.0,
      "end_s": 35.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 16,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 38.8,
      "text_en": "One minute sir, stay on the line. Prashant. Yes? Prashant.",
      "text_native": "एक मिनट सर, लाइन पे रहेंगे। प्रशांत। हां? प्रशांत।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 17,
      "speaker": "agent",
      "start_s": 39.3,
      "end_s": 40.5,
      "text_en": "Yes sir, you were say, how will you say, sorry?",
      "text_native": "हां सर, आप बोल, कैसे बोलेंगे सॉरी?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 18,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 42.5,
      "text_en": "Sir, do you also give any limit along with it, do you offer a limit too?",
      "text_native": "सर कोई लिमिट भी देते हैं आप साथ में, ऑफर करते हैं लिमिट भी?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.8,
      "end_s": 45.5,
      "text_en": "Sir, for the first two transactions, it's advance, after that we provide a limit, sir.",
      "text_native": "सर पहले दो ट्रांजैक्शन के लिए सर एडवांस रहता है, उसके बाद हम लिमिट प्रोवाइड करते हैं सर।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 20,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 47.2,
      "text_en": "Okay okay okay.",
      "text_native": "ओके ओके ओके।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 21,
      "speaker": "agent",
      "start_s": 47.7,
      "end_s": 52.5,
      "text_en": "And it's not like we are, I mean, you have to take forty tons, if you give an order for even five tons, of any one SKU, we can fulfill that too.",
      "text_native": "और ऐसा नहीं है कि हम मतलब आपको forty tons पड़ा रहे हैं, अगर आप five tons का भी ऑर्डर देंगे कोई भी एक SKU का, तो हम वो भी फुलफिल कर सकते हैं।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 22,
      "speaker": "customer",
      "start_s": 52.9,
      "end_s": 55.5,
      "text_en": "Hmm hmm. Right now I have, sir, I have to purchase around forty tons.",
      "text_native": "हम्म हम्म। अभी मेरा है सर एक forty ton के आसपास परचेस करना है मेरे को।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 23,
      "speaker": "customer",
      "start_s": 55.9,
      "end_s": 56.2,
      "text_en": "So",
      "text_native": "तो"
    },
    {
      "ucid": "21112178954082831",
      "idx": 24,
      "speaker": "agent",
      "start_s": 56.4,
      "end_s": 58.0,
      "text_en": "No issue sir. Do you want it in coil form or sheet form?",
      "text_native": "कोई इशू नहीं सर। कॉइल फॉर्म में चाहिए कि शीट फॉर्म में आपको?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 25,
      "speaker": "customer",
      "start_s": 58.2,
      "end_s": 61.2,
      "text_en": "No no sir, we need sheets, we also need angle channels, we need everything. Angle channel is more in that.",
      "text_native": "नहीं नहीं सर, अपने को शीट भी चाहिए, एंगल चैनल भी चाहिए, सारा कुछ चाहिए। एंगल चैनल ज्यादा है उसमें।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 26,
      "speaker": "agent",
      "start_s": 61.2,
      "end_s": 62.0,
      "text_en": "Okay, okay, okay.",
      "text_native": "ठीक है, ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 27,
      "speaker": "agent",
      "start_s": 62.8,
      "end_s": 65.2,
      "text_en": "There's no issue in that sir, whatever your requirement is, you tell me, I will help you.",
      "text_native": "उसमें कोई इशू नहीं सर, अगर आपका जितना भी रिक्वायरमेंट है आप मुझे बताइएगा, मैं आपको हेल्प कर दूंगा।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 28,
      "speaker": "customer",
      "start_s": 65.5,
      "end_s": 66.5,
      "text_en": "Okay, fine, fine.",
      "text_native": "ओके, ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 29,
      "speaker": "agent",
      "start_s": 67.0,
      "end_s": 69.5,
      "text_en": "And tell me soon, because you know the rate of steel is increasing a lot right now.",
      "text_native": "और जल्दी बताइएगा, क्योंकि आपको पता है अभी स्टील में बहुत ज्यादा रेट बढ़ रहा है।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 30,
      "speaker": "customer",
      "start_s": 69.5,
      "end_s": 70.8,
      "text_en": "I will contact you on this number.",
      "text_native": "आपका नंबर मैं कांटेक्ट कर लूंगा इस नंबर पे।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 31,
      "speaker": "agent",
      "start_s": 71.0,
      "end_s": 71.5,
      "text_en": "What did you say, sorry?",
      "text_native": "क्या बोले सॉरी?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 32,
      "speaker": "customer",
      "start_s": 71.6,
      "end_s": 72.8,
      "text_en": "I will contact you on this number.",
      "text_native": "आपका नंबर मैं कांटेक्ट कर लूंगा इस नंबर पे।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 33,
      "speaker": "agent",
      "start_s": 73.2,
      "end_s": 76.0,
      "text_en": "Yes, I, no no, this is not my number, I will WhatsApp you. You can contact on that.",
      "text_native": "हां, मैं, नहीं नहीं, ये मेरा नंबर नहीं है, मैं आपको WhatsApp कर देता हूं। आप उसमें कांटेक्ट कर लीजिएगा।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 34,
      "speaker": "agent",
      "start_s": 76.5,
      "end_s": 76.8,
      "text_en": "Right?",
      "text_native": "राइट?"
    },
    {
      "ucid": "21112178954082831",
      "idx": 35,
      "speaker": "customer",
      "start_s": 77.0,
      "end_s": 77.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178954082831",
      "idx": 36,
      "speaker": "agent",
      "start_s": 77.8,
      "end_s": 78.2,
      "text_en": "I will",
      "text_native": "मैं आपको"
    }
  ],
  "steps": [
    {
      "ucid": "21112178954082831",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, hello, this is Aditya Pandey speaking from JSW.",
      "comment": "failed because the agent identified himself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178954082831",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in the next one or two months?",
      "comment": "failed because the agent did not lead with a supply or price hook, instead opening with a generic requirement question."
    },
    {
      "ucid": "21112178954082831",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "failed because the agent asked zero discovery questions; the customer had to volunteer all information."
    },
    {
      "ucid": "21112178954082831",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, for the first two transactions, it's advance, after that we provide a limit, sir.",
      "comment": "passed because the agent pitched the credit policy and MOQ flexibility in direct response to the customer's questions and context."
    },
    {
      "ucid": "21112178954082831",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Right now I have, sir, I have to purchase around forty tons.",
      "comment": "failed because while a 40-ton requirement was identified, the agent did not capture any specific details like grade, thickness, or location to build a quote."
    },
    {
      "ucid": "21112178954082831",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will WhatsApp you. You can contact on that.",
      "comment": "failed because the agent did not establish a committed next step, placing the onus on the customer to re-initiate contact."
    }
  ],
  "objections": [
    {
      "ucid": "21112178954082831",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "So sir, do you guys make any credit limit or something?",
      "response": "Sir, for the first two transactions, it's advance, after that we provide a limit, sir."
    },
    {
      "ucid": "21112178954082831",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I will contact you on this number.",
      "response": "this is not my number, I will WhatsApp you. You can contact on that."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}