{
  "ucid": "21112178954172561",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 12:25:25",
  "end_time": "2026-09-16 12:28:10",
  "duration_sec": 165,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA48b6c6804d9dd33b60d355d0079eb41b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1758,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954172561__DIA48b6c6804d9dd33b60d355d0079eb41b.mp3",
  "audio_bytes": 455112,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 151.704,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Ah hello.\n[2s] AGENT: Uh hello sir, greetings.   (Uh hello sir, vanakkam.)\n[3s] CUSTOMER: Greetings, tell me.   (வணக்கம், சொல்லுங்க.)\n[4s] AGENT: Sir, I am Jeevan speaking from the JSW One platform.   (Sir, நான் ஜீவன் பேசுறேன் JSW One platform ல இருந்து.)\n[7s] CUSTOMER: Okay.\n[8s] AGENT: Sir, you had done a registration in the name of Marvel Steels, so I'm calling to ask about that, if you need any HR, CR, coil or something.   (Sir, இப்போ நீங்க Marvel Steels பேர்ல நீங்க ஒரு registration பண்ணிருந்தீங்களா, அப்ப அதுக்காக கேக்குறதுக்கு, ஏதாவது HR, CR, coil ஆச்சும்)\n[12s] CUSTOMER: I have a requirement. Is JSW EN8 rod available? EN8. Is EN8 shaft available?   (ஒரு requirement இருக்கு. JSW EN8 rod இருக்கா? EN8. EN8 shaft இருக்கா?)\n[17s] AGENT: Shaft?   (Shaft-а?)\n[17s] CUSTOMER: Yes, EN8 shaft.   (ஆ, EN8 shaft.)\n[18s] AGENT: No sir, shaft material is not available. In our steel, no no, directly we only have HR coil and sheet, and only TMT.   (இல்ல sir, shaft material கிடைக்கல. நம்ம steel ல, இல்ல இல்ல, direct ஆ நம்ம HR coil உம் sheet, மட்டும் TMT மட்டும் தான்.)\n[24s] CUSTOMER: That's it, I need a shaft. I need an EN8 shaft from JSW.   (அதுதான், எனக்கு shaft தான் வேணும். EN8 shaft தான் வேணும் JSW வோட.)\n[26s] AGENT: Oh, no shaft sir. Sorry.   (Oh, shaft இல்ல sir. Sorry.)\n[28s] CUSTOMER: Okay. Which place?   (Okay. எந்த இடம்?)\n[30s] AGENT: Uh, I am originally from Kerala, but now I am speaking from the JSW headquarters in Mumbai. I am the one handling the entire South India region now.   (Uh, ഞാൻ ഒറിജിനൽ ആയി കേരളയിൽ, ஆனா இப்போ ദാ இங்கே JSW headquarters Mumbai ൽ നിന്ന് பேசுறேன். ഞാൻ தான் இப்போ South India region முழுவதா handle handle பண்றது.)\n[35s] CUSTOMER: Oh okay okay. Okay. Where are the JSW retailers? Who is where?   (Oh okay okay. Okay. JSW retailers എവിടെ? ആരാ എവിടെ?)\n[38s] AGENT: JSW retailers? We have retailers in many places now, sir. Domestically, we have them in Chennai, Coimbatore, Erode and all.   (JSW retailers? Retailers ഇപ്പൊ നമുക്ക് പലയിടത്തും ആയിട്ടുണ്ട് സർ. ഇപ്പൊ domestic ആയിട്ട് ഇപ്പൊ Chennai യില്, Coimbatore, Erode ഒക്കെ ഉണ്ട്.)\n[43s] CUSTOMER: Ah okay. But it's there in Kerala, right?   (ആ ഓക്കേ. അല്ല കേരളത്തിൽ ഉണ്ടല്ലോ?)\n[45s] AGENT: It's in Kerala too, there are plenty. A lot of... it's like   (കേരളത്തിലും ഉണ്ട്, ഇഷ്ടം പോലെ ഉണ്ട്. കുറെ അത് like)\n[47s] CUSTOMER: I used to do it before. So we, I think you are saying you do it from the place we usually get it from.   (ഞാൻ പണ്ട് ഞാൻ ചെയ്തിരുന്നു. അപ്പൊ നമ്മള്, എനിക്ക് തോന്നുന്നു നമ്മള് ഇവിടെ എടുക്കാറുള്ള ഇടത്തു നിന്നാണ് നിങ്ങൾ പറഞ്ഞ് ചെയ്യുന്നത്.)\n[51s] AGENT: Is that so? Oh, where are you from, sir?   (ആണോ? ഓ, സാർ എവിടെ നാട്ടിൽ എവിടെ ഇപ്പൊ?)\n[52s] CUSTOMER: I am from Thrissur.   (ഞാൻ തൃശ്ശൂർ ആണ്.)\n[53s] AGENT: From Thrissur, right? Okay okay.   (തൃശ്ശൂർ ആണല്ലേ? ഓക്കേ ഓക്കേ.)\n[55s] CUSTOMER: Oh, I think a party from Ernakulam used to do it for us. To be frank, it's called a party.   (ഓ, എനിക്ക് തോന്നുന്നു ഇവിടെ എറണാകുളത്തെ ഒരു പാർട്ടിയിൽ നിന്നൊക്കെയാണ് ചെയ്തു തന്നിരുന്നത് നമ്മൾക്ക്. കാര്യം പറഞ്ഞാൽ പാർട്ടി എന്നാണ് അത്.)\n[58s] AGENT: Is that so? Okay okay.   (ആണോ? ഓക്കേ ഓക്കേ.)\n[59s] CUSTOMER: Then I haven't paid attention, okay. I need a shaft like this. There is a requirement for a shaft.   (പിന്നെ ഞാൻ ശ്രദ്ധിച്ചിട്ടില്ല കേട്ടോ. എനിക്ക് ഇങ്ങനെ shaft ആണ് വേണ്ടത്. requirement ഉണ്ട് shaft ന്.)\n[1s] AGENT: Shaft is not there.   (Shaft ന്റെ ഇല്ല.)\n[1s] CUSTOMER: Won't JSW shaft be available anywhere?   (Shaft ഇപ്പൊ JSW എവിടെയെങ്കിലും കിട്ടില്ലേ?)\n[1s] AGENT: Anywhere, but even through our dealers, we don't have shaft dealers. Mostly we provide other mild steel, column, yes column, angles and all that. But the chance for shaft is less. Let me inquire, sir. I will inquire and if anywhere...   (എവിടെയെങ്കിലും പക്ഷെ നമ്മൾ dealers വഴിയാണെങ്കിലും shaft ന്റെ dealers ആയിട്ട് ഇല്ല. കൂടുതലും മറ്റേ mild steel ഓ, column, ആ column, angles അതൊക്കെ കൊടുക്കും. But shaft ന് ചാൻസ് കുറവാ. ഞാനൊന്ന് അന്വേഷിച്ചു നോക്കട്ടെ സാർ. ഞാൻ അന്വേഷിച്ചിട്ട് ഇപ്പൊ എവിടെയെങ്കിലും)\n[1s] CUSTOMER: If there is a shaft, we have a requirement. There will be a serious one.   (Shaft ഉണ്ടെങ്കിൽ നമുക്ക് requirement ഉണ്ട്. കാര്യമായിട്ടുണ്ടാവും.)\n[1s] AGENT: Is that so? Okay.   (ആണല്ലേ? ഓക്കേ.)\n[1s] CUSTOMER: EN8 shaft, okay.   (EN8 shaft ട്ടാ.)\n[1s] AGENT: EN, EN8 shaft, right?   (EN, EN8 shaft അല്ലേ?)\n[1s] CUSTOMER: E EN8. E. E for elephant. EN8.\n[1s] AGENT: Okay. For EN8 shaft. Let me see. If there are any distributors there, I will call you on this number.   (Okay. EN8 shaft ന്. ഞാൻ നോക്കട്ടെ. എവിടെയെങ്കിലും distributors അവിടെ ഉണ്ടെങ്കിൽ ഞാൻ സാറിനെ ഇതേ നമ്പറിൽ വിളിക്കാം.)\n[1s] CUSTOMER: If it's there, you can check and let me know. Anyway, it won't be available here in Kerala. Another one...   (ഉണ്ടെങ്കിൽ നോക്കിയിട്ട് പറയാലോ. ഇവിടെ കേരളത്തിൽ ഉണ്ടാവില്ല എന്തായാലും. വേറെ ഒരു)\n[1s] AGENT: It won't be in Kerala.   (കേരളത്തിൽ ഉണ്ടാവില്ല.)\n[1s] CUSTOMER: It won't be in Kerala. The one called EN8, JSW doesn't make it in Kerala. That's my understanding, okay.   (കേരളത്തിൽ ഉണ്ടാവില്ല. EN8, EN8 എന്ന് പറഞ്ഞത് JSW യുടേത് ചെയ്യുന്നതില്ല കേരളത്തിൽ. അങ്ങനെയാണ് എൻ്റെ അറിവ് ട്ടോ.)\n[1s] AGENT: Is that so?   (ആണോ?)\n[1s] CUSTOMER: They don't make EN8.   (EN8 ചെയ്യുന്നില്ല.)\n[1s] AGENT: Okay. That's it sir, I will check and I will... to you   (ഓക്കേ. അതാ സാർ, ഞാൻ check ചെയ്തിട്ട് ഞാൻ സാറിനെ)\n[1s] CUSTOMER: Check and tell me. Alright.   (ഒന്ന് check ചെയ്തിട്ട് പറയണം. ശരി.)\n[1s] AGENT: Okay okay. Thank you sir.\n[1s] CUSTOMER: Okay.",
  "language": "Malayalam",
  "languages": "[\"Malayalam\", \"Tamil\", \"English\"]",
  "turn_count": 43,
  "connected": 1,
  "audio_notes": "clear: The conversation switches from Tamil to Malayalam around 20 seconds into the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "43 turns, clean transcript (0% inaudible)",
  "band_language": "Malayalam",
  "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)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "When a customer asks for a product we don't carry, acknowledge it, and then pivot to discovery questions to uncover potential needs for the products we do sell (HR/CR).",
  "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": 1,
  "material_detected": "EN8 shaft",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requested EN8 shaft, a product form/grade not in the JSW One catalogue. Agent confirmed they only supply HR/CR coil/sheet and TMT.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer, immediately requested 'EN8 shaft', a product JSW One does not carry. The agent confirmed the material was unavailable and did not attempt to pivot to discover needs for available products like HR/CR. The call ended with the agent promising to check for alternative distributors and call back.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW One but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if you need any HR, CR, coil or something.\", \"comment\": \"Agent did not lead with a supply or price hook, but instead did a generic product check.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions after the initial product request was found to be unavailable.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not proactively ask if a requirement exists; the customer volunteered a need for a product the agent could not supply.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"If there are any distributors there, I will call you on this number.\", \"comment\": \"Agent committed to a clear next step of checking for distributors and calling the customer back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a product we don't carry, acknowledge it, and then pivot to discovery questions to uncover potential needs for the products we do sell (HR/CR).\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"EN8 shaft\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requested EN8 shaft, a product form/grade not in the JSW One catalogue. Agent confirmed they only supply HR/CR coil/sheet and TMT.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer, immediately requested 'EN8 shaft', a product JSW One does not carry. The agent confirmed the material was unavailable and did not attempt to pivot to discover needs for available products like HR/CR. The call ended with the agent promising to check for alternative distributors and call back.\"}",
  "error": null,
  "latency_ms": 34373,
  "input_tokens": 4333,
  "output_tokens": 751,
  "created_at": "2026-09-25 12:11:00",
  "sentiment": "neutral",
  "sentiment_score": 0.1,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 2,
  "lex_hits": 17,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.582,
  "agent_talk_sec": 31.1,
  "customer_talk_sec": 22.3,
  "dead_air_sec": 111.6,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 478.5,
  "interruptions": 0,
  "agent_turns": 21,
  "customer_turns": 22,
  "discovery_qs": 9,
  "words_agent": 248,
  "words_customer": 206,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954172561",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.67,
      "end_s": 1.31,
      "text_en": "Ah hello.",
      "text_native": "Ah hello."
    },
    {
      "ucid": "21112178954172561",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.9,
      "text_en": "Uh hello sir, greetings.",
      "text_native": "Uh hello sir, vanakkam."
    },
    {
      "ucid": "21112178954172561",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.13,
      "end_s": 3.9,
      "text_en": "Greetings, tell me.",
      "text_native": "வணக்கம், சொல்லுங்க."
    },
    {
      "ucid": "21112178954172561",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.1,
      "end_s": 6.28,
      "text_en": "Sir, I am Jeevan speaking from the JSW One platform.",
      "text_native": "Sir, நான் ஜீவன் பேசுறேன் JSW One platform ல இருந்து."
    },
    {
      "ucid": "21112178954172561",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.69,
      "end_s": 7.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178954172561",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.56,
      "end_s": 12.4,
      "text_en": "Sir, you had done a registration in the name of Marvel Steels, so I'm calling to ask about that, if you need any HR, CR, coil or something.",
      "text_native": "Sir, இப்போ நீங்க Marvel Steels பேர்ல நீங்க ஒரு registration பண்ணிருந்தீங்களா, அப்ப அதுக்காக கேக்குறதுக்கு, ஏதாவது HR, CR, coil ஆச்சும்"
    },
    {
      "ucid": "21112178954172561",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.4,
      "end_s": 16.2,
      "text_en": "I have a requirement. Is JSW EN8 rod available? EN8. Is EN8 shaft available?",
      "text_native": "ஒரு requirement இருக்கு. JSW EN8 rod இருக்கா? EN8. EN8 shaft இருக்கா?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.56,
      "end_s": 17.16,
      "text_en": "Shaft?",
      "text_native": "Shaft-а?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.4,
      "end_s": 18.2,
      "text_en": "Yes, EN8 shaft.",
      "text_native": "ஆ, EN8 shaft."
    },
    {
      "ucid": "21112178954172561",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.42,
      "end_s": 23.4,
      "text_en": "No sir, shaft material is not available. In our steel, no no, directly we only have HR coil and sheet, and only TMT.",
      "text_native": "இல்ல sir, shaft material கிடைக்கல. நம்ம steel ல, இல்ல இல்ல, direct ஆ நம்ம HR coil உம் sheet, மட்டும் TMT மட்டும் தான்."
    },
    {
      "ucid": "21112178954172561",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.61,
      "end_s": 26.1,
      "text_en": "That's it, I need a shaft. I need an EN8 shaft from JSW.",
      "text_native": "அதுதான், எனக்கு shaft தான் வேணும். EN8 shaft தான் வேணும் JSW வோட."
    },
    {
      "ucid": "21112178954172561",
      "idx": 11,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 28.0,
      "text_en": "Oh, no shaft sir. Sorry.",
      "text_native": "Oh, shaft இல்ல sir. Sorry."
    },
    {
      "ucid": "21112178954172561",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 29.4,
      "text_en": "Okay. Which place?",
      "text_native": "Okay. எந்த இடம்?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 35.2,
      "text_en": "Uh, I am originally from Kerala, but now I am speaking from the JSW headquarters in Mumbai. I am the one handling the entire South India region now.",
      "text_native": "Uh, ഞാൻ ഒറിജിനൽ ആയി കേരളയിൽ, ஆனா இப்போ ദാ இங்கே JSW headquarters Mumbai ൽ നിന്ന് பேசுறேன். ഞാൻ தான் இப்போ South India region முழுவதா handle handle பண்றது."
    },
    {
      "ucid": "21112178954172561",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 38.0,
      "text_en": "Oh okay okay. Okay. Where are the JSW retailers? Who is where?",
      "text_native": "Oh okay okay. Okay. JSW retailers എവിടെ? ആരാ എവിടെ?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 15,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 43.0,
      "text_en": "JSW retailers? We have retailers in many places now, sir. Domestically, we have them in Chennai, Coimbatore, Erode and all.",
      "text_native": "JSW retailers? Retailers ഇപ്പൊ നമുക്ക് പലയിടത്തും ആയിട്ടുണ്ട് സർ. ഇപ്പൊ domestic ആയിട്ട് ഇപ്പൊ Chennai യില്, Coimbatore, Erode ഒക്കെ ഉണ്ട്."
    },
    {
      "ucid": "21112178954172561",
      "idx": 16,
      "speaker": "customer",
      "start_s": 43.2,
      "end_s": 44.4,
      "text_en": "Ah okay. But it's there in Kerala, right?",
      "text_native": "ആ ഓക്കേ. അല്ല കേരളത്തിൽ ഉണ്ടല്ലോ?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 17,
      "speaker": "agent",
      "start_s": 44.6,
      "end_s": 46.8,
      "text_en": "It's in Kerala too, there are plenty. A lot of... it's like",
      "text_native": "കേരളത്തിലും ഉണ്ട്, ഇഷ്ടം പോലെ ഉണ്ട്. കുറെ അത് like"
    },
    {
      "ucid": "21112178954172561",
      "idx": 18,
      "speaker": "customer",
      "start_s": 46.8,
      "end_s": 50.4,
      "text_en": "I used to do it before. So we, I think you are saying you do it from the place we usually get it from.",
      "text_native": "ഞാൻ പണ്ട് ഞാൻ ചെയ്തിരുന്നു. അപ്പൊ നമ്മള്, എനിക്ക് തോന്നുന്നു നമ്മള് ഇവിടെ എടുക്കാറുള്ള ഇടത്തു നിന്നാണ് നിങ്ങൾ പറഞ്ഞ് ചെയ്യുന്നത്."
    },
    {
      "ucid": "21112178954172561",
      "idx": 19,
      "speaker": "agent",
      "start_s": 50.6,
      "end_s": 52.0,
      "text_en": "Is that so? Oh, where are you from, sir?",
      "text_native": "ആണോ? ഓ, സാർ എവിടെ നാട്ടിൽ എവിടെ ഇപ്പൊ?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 20,
      "speaker": "customer",
      "start_s": 52.2,
      "end_s": 53.1,
      "text_en": "I am from Thrissur.",
      "text_native": "ഞാൻ തൃശ്ശൂർ ആണ്."
    },
    {
      "ucid": "21112178954172561",
      "idx": 21,
      "speaker": "agent",
      "start_s": 53.3,
      "end_s": 54.3,
      "text_en": "From Thrissur, right? Okay okay.",
      "text_native": "തൃശ്ശൂർ ആണല്ലേ? ഓക്കേ ഓക്കേ."
    },
    {
      "ucid": "21112178954172561",
      "idx": 22,
      "speaker": "customer",
      "start_s": 54.6,
      "end_s": 58.4,
      "text_en": "Oh, I think a party from Ernakulam used to do it for us. To be frank, it's called a party.",
      "text_native": "ഓ, എനിക്ക് തോന്നുന്നു ഇവിടെ എറണാകുളത്തെ ഒരു പാർട്ടിയിൽ നിന്നൊക്കെയാണ് ചെയ്തു തന്നിരുന്നത് നമ്മൾക്ക്. കാര്യം പറഞ്ഞാൽ പാർട്ടി എന്നാണ് അത്."
    },
    {
      "ucid": "21112178954172561",
      "idx": 23,
      "speaker": "agent",
      "start_s": 58.4,
      "end_s": 59.2,
      "text_en": "Is that so? Okay okay.",
      "text_native": "ആണോ? ഓക്കേ ഓക്കേ."
    },
    {
      "ucid": "21112178954172561",
      "idx": 24,
      "speaker": "customer",
      "start_s": 59.2,
      "end_s": 1.02,
      "text_en": "Then I haven't paid attention, okay. I need a shaft like this. There is a requirement for a shaft.",
      "text_native": "പിന്നെ ഞാൻ ശ്രദ്ധിച്ചിട്ടില്ല കേട്ടോ. എനിക്ക് ഇങ്ങനെ shaft ആണ് വേണ്ടത്. requirement ഉണ്ട് shaft ന്."
    },
    {
      "ucid": "21112178954172561",
      "idx": 25,
      "speaker": "agent",
      "start_s": 1.02,
      "end_s": 1.02,
      "text_en": "Shaft is not there.",
      "text_native": "Shaft ന്റെ ഇല്ല."
    },
    {
      "ucid": "21112178954172561",
      "idx": 26,
      "speaker": "customer",
      "start_s": 1.02,
      "end_s": 1.04,
      "text_en": "Won't JSW shaft be available anywhere?",
      "text_native": "Shaft ഇപ്പൊ JSW എവിടെയെങ്കിലും കിട്ടില്ലേ?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 27,
      "speaker": "agent",
      "start_s": 1.04,
      "end_s": 1.11,
      "text_en": "Anywhere, but even through our dealers, we don't have shaft dealers. Mostly we provide other mild steel, column, yes column, angles and all that. But the chance for shaft is less. Let me inquire, sir. I will inquire and if anywhere...",
      "text_native": "എവിടെയെങ്കിലും പക്ഷെ നമ്മൾ dealers വഴിയാണെങ്കിലും shaft ന്റെ dealers ആയിട്ട് ഇല്ല. കൂടുതലും മറ്റേ mild steel ഓ, column, ആ column, angles അതൊക്കെ കൊടുക്കും. But shaft ന് ചാൻസ് കുറവാ. ഞാനൊന്ന് അന്വേഷിച്ചു നോക്കട്ടെ സാർ. ഞാൻ അന്വേഷിച്ചിട്ട് ഇപ്പൊ എവിടെയെങ്കിലും"
    },
    {
      "ucid": "21112178954172561",
      "idx": 28,
      "speaker": "customer",
      "start_s": 1.11,
      "end_s": 1.13,
      "text_en": "If there is a shaft, we have a requirement. There will be a serious one.",
      "text_native": "Shaft ഉണ്ടെങ്കിൽ നമുക്ക് requirement ഉണ്ട്. കാര്യമായിട്ടുണ്ടാവും."
    },
    {
      "ucid": "21112178954172561",
      "idx": 29,
      "speaker": "agent",
      "start_s": 1.13,
      "end_s": 1.14,
      "text_en": "Is that so? Okay.",
      "text_native": "ആണല്ലേ? ഓക്കേ."
    },
    {
      "ucid": "21112178954172561",
      "idx": 30,
      "speaker": "customer",
      "start_s": 1.14,
      "end_s": 1.15,
      "text_en": "EN8 shaft, okay.",
      "text_native": "EN8 shaft ട്ടാ."
    },
    {
      "ucid": "21112178954172561",
      "idx": 31,
      "speaker": "agent",
      "start_s": 1.15,
      "end_s": 1.16,
      "text_en": "EN, EN8 shaft, right?",
      "text_native": "EN, EN8 shaft അല്ലേ?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 32,
      "speaker": "customer",
      "start_s": 1.16,
      "end_s": 1.18,
      "text_en": "E EN8. E. E for elephant. EN8.",
      "text_native": "E EN8. E. E for elephant. EN8."
    },
    {
      "ucid": "21112178954172561",
      "idx": 33,
      "speaker": "agent",
      "start_s": 1.18,
      "end_s": 1.22,
      "text_en": "Okay. For EN8 shaft. Let me see. If there are any distributors there, I will call you on this number.",
      "text_native": "Okay. EN8 shaft ന്. ഞാൻ നോക്കട്ടെ. എവിടെയെങ്കിലും distributors അവിടെ ഉണ്ടെങ്കിൽ ഞാൻ സാറിനെ ഇതേ നമ്പറിൽ വിളിക്കാം."
    },
    {
      "ucid": "21112178954172561",
      "idx": 34,
      "speaker": "customer",
      "start_s": 1.22,
      "end_s": 1.25,
      "text_en": "If it's there, you can check and let me know. Anyway, it won't be available here in Kerala. Another one...",
      "text_native": "ഉണ്ടെങ്കിൽ നോക്കിയിട്ട് പറയാലോ. ഇവിടെ കേരളത്തിൽ ഉണ്ടാവില്ല എന്തായാലും. വേറെ ഒരു"
    },
    {
      "ucid": "21112178954172561",
      "idx": 35,
      "speaker": "agent",
      "start_s": 1.25,
      "end_s": 1.26,
      "text_en": "It won't be in Kerala.",
      "text_native": "കേരളത്തിൽ ഉണ്ടാവില്ല."
    },
    {
      "ucid": "21112178954172561",
      "idx": 36,
      "speaker": "customer",
      "start_s": 1.26,
      "end_s": 1.3,
      "text_en": "It won't be in Kerala. The one called EN8, JSW doesn't make it in Kerala. That's my understanding, okay.",
      "text_native": "കേരളത്തിൽ ഉണ്ടാവില്ല. EN8, EN8 എന്ന് പറഞ്ഞത് JSW യുടേത് ചെയ്യുന്നതില്ല കേരളത്തിൽ. അങ്ങനെയാണ് എൻ്റെ അറിവ് ട്ടോ."
    },
    {
      "ucid": "21112178954172561",
      "idx": 37,
      "speaker": "agent",
      "start_s": 1.3,
      "end_s": 1.31,
      "text_en": "Is that so?",
      "text_native": "ആണോ?"
    },
    {
      "ucid": "21112178954172561",
      "idx": 38,
      "speaker": "customer",
      "start_s": 1.31,
      "end_s": 1.32,
      "text_en": "They don't make EN8.",
      "text_native": "EN8 ചെയ്യുന്നില്ല."
    },
    {
      "ucid": "21112178954172561",
      "idx": 39,
      "speaker": "agent",
      "start_s": 1.32,
      "end_s": 1.34,
      "text_en": "Okay. That's it sir, I will check and I will... to you",
      "text_native": "ഓക്കേ. അതാ സാർ, ഞാൻ check ചെയ്തിട്ട് ഞാൻ സാറിനെ"
    },
    {
      "ucid": "21112178954172561",
      "idx": 40,
      "speaker": "customer",
      "start_s": 1.34,
      "end_s": 1.36,
      "text_en": "Check and tell me. Alright.",
      "text_native": "ഒന്ന് check ചെയ്തിട്ട് പറയണം. ശരി."
    },
    {
      "ucid": "21112178954172561",
      "idx": 41,
      "speaker": "agent",
      "start_s": 1.36,
      "end_s": 1.37,
      "text_en": "Okay okay. Thank you sir.",
      "text_native": "Okay okay. Thank you sir."
    },
    {
      "ucid": "21112178954172561",
      "idx": 42,
      "speaker": "customer",
      "start_s": 1.37,
      "end_s": 1.38,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954172561",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified JSW One but did not ask for permission to speak."
    },
    {
      "ucid": "21112178954172561",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "if you need any HR, CR, coil or something.",
      "comment": "Agent did not lead with a supply or price hook, but instead did a generic product check."
    },
    {
      "ucid": "21112178954172561",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the required discovery questions after the initial product request was found to be unavailable."
    },
    {
      "ucid": "21112178954172561",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178954172561",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not proactively ask if a requirement exists; the customer volunteered a need for a product the agent could not supply."
    },
    {
      "ucid": "21112178954172561",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "If there are any distributors there, I will call you on this number.",
      "comment": "Agent committed to a clear next step of checking for distributors and calling the customer back."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}