{
  "ucid": "21112178954358231",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 12:56:22",
  "end_time": "2026-09-16 12:58:46",
  "duration_sec": 144,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6351a6910588b7704bc1f240ea1ed3e7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1747,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954358231__DIA6351a6910588b7704bc1f240ea1ed3e7.mp3",
  "audio_bytes": 398520,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 132.84,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[3s] CUSTOMER: Yes   (हांजी)\n[3s] AGENT: Sandeep ji?   (संदीप जी?)\n[5s] CUSTOMER: Hello   (हॅलो)\n[6s] AGENT: Sandeep sir, hello, I am speaking from JSW One, sir.   (संदीप सर नमस्कार, JSW One से मैं बोल रहा हूं सर।)\n[8s] CUSTOMER: The voice is not coming, sir.   (आवाज आवाज नहीं आ रही है सर।)\n[9s] AGENT: I'll call from another number, sir, wait. I'll call from another number.   (मैं दूसरे नंबर से लगाता हूं सर, रुको। दूसरे नंबर से लगाता हूं।)\n[12s] CUSTOMER: From where?   (कहां से?)\n[13s] AGENT: I am speaking from JSW One, sir.   (JSW One से बात कर रहा हूं सर मैं।)\n[15s] CUSTOMER: Yes, tell me, sir. Yes.   (हां, बोलिए ना सर। हां।)\n[16s] AGENT: Yes sir. I was saying, sir, is there any requirement for sheet metals etc.?   (हां सर। मैं यह बोल रहा था सर, कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में?)\n[19s] CUSTOMER: The requirement is not there right now, ma'am, sir. Right now, after one, one month, meaning it will be needed in October. Meaning, my plant installation is currently ongoing.   (रिक्वायरमेंट अभी नहीं है मैम, सर। अभी एक, एक महीने के बाद मतलब अक्टूबर में लगेगा। मतलब अभी प्लांट इंस्टॉलेशन चालू है मेरा।)\n[23s] AGENT: Okay, okay.   (अच्छा, अच्छा।)\n[24s] CUSTOMER: In JSW, which one of yours, Coloron etc., everything you...   (JSW में कौनसा अपना, Coloron वगेरा सब कुछ आप...)\n[26s] AGENT: You will get it, sir. Coloron, Coloron Pragati, Endura, Indradhanush, all three-four will be available.   (मिल जाएगा सर। Coloron, Coloron Pragati, Endura, Indradhanush, तीनों चारों मिल जाएगा।)\n[29s] CUSTOMER: Okay, all four will be available.   (अच्छा, चारों मिल जाएगा।)\n[31s] AGENT: Yes.   (हां।)\n[32s] CUSTOMER: Okay. And where are you speaking from, sir, tell me?   (अच्छा। और आप कहां से बात कर रहे हैं सर, बोलिए?)\n[33s] AGENT: Bombay head office, JSW One MSME.\n[36s] CUSTOMER: Okay. So from where will you give us the delivery? How will we get it? What will be the rate?   (अच्छा। तो आप वो डिलीवरी हमें कहां से दे देंगे? कैसे मिलेगा? रेट क्या रहेगा?)\n[38s] AGENT: It will come from Taloja, it will be FOR, sir.   (Taloja से आएगा, FOR आएगा सर।)\n[40s] CUSTOMER: Okay, it will come from Taloja.   (अच्छा, Taloja से आएगा।)\n[41s] AGENT: Yes.   (हां।)\n[42s] CUSTOMER: And what will its rate etc. be like, sir?   (और उसका रेट वगेरा कैसा रहेगा सर?)\n[44s] AGENT: Sir, look, I can tell you today's rate, but what the pricing will be at that time...   (सर देखिए, आज का रेट मैं आपको बता सकता हूं, लेकिन वो टाइम पे क्या प्राइसिंग रहेगा उसका...)\n[47s] CUSTOMER: Yes, that, that keeps changing every week.   (हां, वो तो, वो तो हर हफ्ते में चेंज होता ही रहता है।)\n[49s] AGENT: Like right now there is Coloron Plus, sir, so Coloron Plus is currently going for 108 plus GST.   (अभी जैसे Coloron Plus है सर, तो Coloron Plus अभी 108 plus GST चल रहा है।)\n[52s] CUSTOMER: 108 plus GST is going on.   (108 plus GST चल रहा है।)\n[53s] AGENT: Yes.   (हां।)\n[54s] CUSTOMER: Okay. And, and this 108 plus GST that you are saying, is that ex-Taloja?   (ओके। और, और ये 108 plus GST ये जो बोल रहे हैं आप, वो ex-Taloja है?)\n[57s] AGENT: It's ex-Taloja, ex-Taloja.   (Ex-Taloja है, ex-Taloja है।)\n[58s] CUSTOMER: It's ex-Taloja.   (Ex-Taloja है।)\n[59s] AGENT: Okay.   (ओके।)\n[60s] AGENT: And where will you need this material, sir? In Satara?   (और ये आपको चाहिए कहां रहेगा सर मटेरियल? Satara में?)\n[61s] CUSTOMER: Satara, in Satara, yes, yes.   (Satara, Satara में, हां, हां।)\n[63s] AGENT: Yes, okay. Meaning, the two, two and a half rupees extra freight that will be charged, that will be charged on top of it. It will also depend on the quantity, right, sir?   (हां, ठीक है। मतलब वही दो, ढाई रुपए जो ऊपर फ्रेट लगेगा, वो लगेगा उसके ऊपर। क्वांटिटी के ऊपर भी डिपेंड करेगा ना वो तो सर।)\n[67s] CUSTOMER: On the quantity, yes, correct.   (क्वांटिटी के ऊपर, हां, बराबर।)\n[68s] AGENT: For that. What I'll do, sir, is I'll send you a WhatsApp from my personal number and keep it, and around the 5th of October, I'll make a follow-up call to you.   (उसके लिए। मैं क्या करता हूं सर, मैं आपको ना मेरे पर्सनल नंबर से WhatsApp डाल के रखता हूं और अराउंड 5th of October एक बार एक फॉलो-अप कॉल कर लेता हूं आपको मैं।)\n[73s] CUSTOMER: Yes, yes, yes, yes. Yes, okay, that will work.   (जी, जी, जी, जी। जी, ठीक है, चलेगा।)\n[75s] AGENT: So what will happen is, at that time we can communicate. Whatever is best on that, I will get it done.   (तो क्या है, उसी टाइम पे फिर अपन कम्युनिकेट कर लेंगे। उसके ऊपर जो भी बेस्ट रहेगा, करा दूंगा मैं।)\n[78s] CUSTOMER: That will be best. Yes, okay, okay.   (वो बेस्ट रहेगा। हां, ठीक है, ठीक है।)\n[79s] AGENT: Perfect. Perfect.   (परफेक्ट। परफेक्ट।)\n[80s] CUSTOMER: Okay, thank you sir.   (ओके, थैंक यू सर।)\n[81s] AGENT: Okay, thank you. Okay.   (ओके, थैंक यू। ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 45,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant at times, but the conversation is fully intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "45 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You missed the opportunity to understand the customer's business by skipping the hook and discovery questions; always lead with a benefit and ask questions before trying to qualify the 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 spoke with a customer who is currently installing a plant and has no immediate need. The customer anticipates a requirement for coated products like Coloron in October. The agent answered basic questions on pricing and delivery to Satara and scheduled a follow-up call for early October.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[6s] AGENT: Sandeep sir, hello, I am speaking from JSW One, sir.\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW One; the customer gave implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook and instead went directly to asking for the requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only listed product families in response to a direct customer question.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[16s] AGENT: Yes sir. I was saying, sir, is there any requirement for sheet metals etc.?\", \"comment\": \"Agent successfully asked for a requirement and established the customer has a future need, not a current one.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[68s] AGENT: ...around the 5th of October, I'll make a follow-up call to you.\", \"comment\": \"Agent set a clear and specific next step for a follow-up call, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to understand the customer's business by skipping the hook and discovery questions; always lead with a benefit and ask questions before trying to qualify the 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 spoke with a customer who is currently installing a plant and has no immediate need. The customer anticipates a requirement for coated products like Coloron in October. The agent answered basic questions on pricing and delivery to Satara and scheduled a follow-up call for early October.\"}",
  "error": null,
  "latency_ms": 38502,
  "input_tokens": 4181,
  "output_tokens": 757,
  "created_at": "2026-09-25 12:10:38",
  "sentiment": "positive",
  "sentiment_score": 0.362,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 0,
  "lex_hits": 20,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.544,
  "agent_talk_sec": 38.8,
  "customer_talk_sec": 32.5,
  "dead_air_sec": 72.7,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 351.0,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 22,
  "discovery_qs": 5,
  "words_agent": 227,
  "words_customer": 167,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954358231",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 1.01,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178954358231",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.96,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178954358231",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.1,
      "text_en": "Yes",
      "text_native": "हांजी"
    },
    {
      "ucid": "21112178954358231",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 4.0,
      "text_en": "Sandeep ji?",
      "text_native": "संदीप जी?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.4,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178954358231",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 7.8,
      "text_en": "Sandeep sir, hello, I am speaking from JSW One, sir.",
      "text_native": "संदीप सर नमस्कार, JSW One से मैं बोल रहा हूं सर।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 9.0,
      "text_en": "The voice is not coming, sir.",
      "text_native": "आवाज आवाज नहीं आ रही है सर।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.2,
      "end_s": 11.5,
      "text_en": "I'll call from another number, sir, wait. I'll call from another number.",
      "text_native": "मैं दूसरे नंबर से लगाता हूं सर, रुको। दूसरे नंबर से लगाता हूं।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.9,
      "end_s": 12.4,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 14.2,
      "text_en": "I am speaking from JSW One, sir.",
      "text_native": "JSW One से बात कर रहा हूं सर मैं।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.9,
      "text_en": "Yes, tell me, sir. Yes.",
      "text_native": "हां, बोलिए ना सर। हां।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 18.6,
      "text_en": "Yes sir. I was saying, sir, is there any requirement for sheet metals etc.?",
      "text_native": "हां सर। मैं यह बोल रहा था सर, कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.9,
      "end_s": 23.4,
      "text_en": "The requirement is not there right now, ma'am, sir. Right now, after one, one month, meaning it will be needed in October. Meaning, my plant installation is currently ongoing.",
      "text_native": "रिक्वायरमेंट अभी नहीं है मैम, सर। अभी एक, एक महीने के बाद मतलब अक्टूबर में लगेगा। मतलब अभी प्लांट इंस्टॉलेशन चालू है मेरा।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.4,
      "end_s": 23.9,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा, अच्छा।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.3,
      "end_s": 26.2,
      "text_en": "In JSW, which one of yours, Coloron etc., everything you...",
      "text_native": "JSW में कौनसा अपना, Coloron वगेरा सब कुछ आप..."
    },
    {
      "ucid": "21112178954358231",
      "idx": 15,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 29.0,
      "text_en": "You will get it, sir. Coloron, Coloron Pragati, Endura, Indradhanush, all three-four will be available.",
      "text_native": "मिल जाएगा सर। Coloron, Coloron Pragati, Endura, Indradhanush, तीनों चारों मिल जाएगा।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.3,
      "end_s": 30.4,
      "text_en": "Okay, all four will be available.",
      "text_native": "अच्छा, चारों मिल जाएगा।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 17,
      "speaker": "agent",
      "start_s": 30.7,
      "end_s": 31.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.6,
      "end_s": 33.3,
      "text_en": "Okay. And where are you speaking from, sir, tell me?",
      "text_native": "अच्छा। और आप कहां से बात कर रहे हैं सर, बोलिए?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.3,
      "end_s": 35.1,
      "text_en": "Bombay head office, JSW One MSME.",
      "text_native": "Bombay head office, JSW One MSME."
    },
    {
      "ucid": "21112178954358231",
      "idx": 20,
      "speaker": "customer",
      "start_s": 35.5,
      "end_s": 38.1,
      "text_en": "Okay. So from where will you give us the delivery? How will we get it? What will be the rate?",
      "text_native": "अच्छा। तो आप वो डिलीवरी हमें कहां से दे देंगे? कैसे मिलेगा? रेट क्या रहेगा?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 21,
      "speaker": "agent",
      "start_s": 38.1,
      "end_s": 39.6,
      "text_en": "It will come from Taloja, it will be FOR, sir.",
      "text_native": "Taloja से आएगा, FOR आएगा सर।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 22,
      "speaker": "customer",
      "start_s": 39.9,
      "end_s": 41.0,
      "text_en": "Okay, it will come from Taloja.",
      "text_native": "अच्छा, Taloja से आएगा।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 23,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 41.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 24,
      "speaker": "customer",
      "start_s": 42.0,
      "end_s": 43.3,
      "text_en": "And what will its rate etc. be like, sir?",
      "text_native": "और उसका रेट वगेरा कैसा रहेगा सर?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 25,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 46.9,
      "text_en": "Sir, look, I can tell you today's rate, but what the pricing will be at that time...",
      "text_native": "सर देखिए, आज का रेट मैं आपको बता सकता हूं, लेकिन वो टाइम पे क्या प्राइसिंग रहेगा उसका..."
    },
    {
      "ucid": "21112178954358231",
      "idx": 26,
      "speaker": "customer",
      "start_s": 46.9,
      "end_s": 48.8,
      "text_en": "Yes, that, that keeps changing every week.",
      "text_native": "हां, वो तो, वो तो हर हफ्ते में चेंज होता ही रहता है।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 27,
      "speaker": "agent",
      "start_s": 48.8,
      "end_s": 51.4,
      "text_en": "Like right now there is Coloron Plus, sir, so Coloron Plus is currently going for 108 plus GST.",
      "text_native": "अभी जैसे Coloron Plus है सर, तो Coloron Plus अभी 108 plus GST चल रहा है।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 28,
      "speaker": "customer",
      "start_s": 51.7,
      "end_s": 53.1,
      "text_en": "108 plus GST is going on.",
      "text_native": "108 plus GST चल रहा है।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 29,
      "speaker": "agent",
      "start_s": 53.4,
      "end_s": 53.7,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 30,
      "speaker": "customer",
      "start_s": 54.1,
      "end_s": 57.3,
      "text_en": "Okay. And, and this 108 plus GST that you are saying, is that ex-Taloja?",
      "text_native": "ओके। और, और ये 108 plus GST ये जो बोल रहे हैं आप, वो ex-Taloja है?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 31,
      "speaker": "agent",
      "start_s": 57.3,
      "end_s": 58.3,
      "text_en": "It's ex-Taloja, ex-Taloja.",
      "text_native": "Ex-Taloja है, ex-Taloja है।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 32,
      "speaker": "customer",
      "start_s": 58.3,
      "end_s": 59.0,
      "text_en": "It's ex-Taloja.",
      "text_native": "Ex-Taloja है।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 33,
      "speaker": "agent",
      "start_s": 59.0,
      "end_s": 59.3,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 34,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 61.3,
      "text_en": "And where will you need this material, sir? In Satara?",
      "text_native": "और ये आपको चाहिए कहां रहेगा सर मटेरियल? Satara में?"
    },
    {
      "ucid": "21112178954358231",
      "idx": 35,
      "speaker": "customer",
      "start_s": 61.3,
      "end_s": 62.6,
      "text_en": "Satara, in Satara, yes, yes.",
      "text_native": "Satara, Satara में, हां, हां।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 36,
      "speaker": "agent",
      "start_s": 62.8,
      "end_s": 66.6,
      "text_en": "Yes, okay. Meaning, the two, two and a half rupees extra freight that will be charged, that will be charged on top of it. It will also depend on the quantity, right, sir?",
      "text_native": "हां, ठीक है। मतलब वही दो, ढाई रुपए जो ऊपर फ्रेट लगेगा, वो लगेगा उसके ऊपर। क्वांटिटी के ऊपर भी डिपेंड करेगा ना वो तो सर।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 37,
      "speaker": "customer",
      "start_s": 66.8,
      "end_s": 68.2,
      "text_en": "On the quantity, yes, correct.",
      "text_native": "क्वांटिटी के ऊपर, हां, बराबर।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 38,
      "speaker": "agent",
      "start_s": 68.2,
      "end_s": 73.1,
      "text_en": "For that. What I'll do, sir, is I'll send you a WhatsApp from my personal number and keep it, and around the 5th of October, I'll make a follow-up call to you.",
      "text_native": "उसके लिए। मैं क्या करता हूं सर, मैं आपको ना मेरे पर्सनल नंबर से WhatsApp डाल के रखता हूं और अराउंड 5th of October एक बार एक फॉलो-अप कॉल कर लेता हूं आपको मैं।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 39,
      "speaker": "customer",
      "start_s": 73.1,
      "end_s": 74.9,
      "text_en": "Yes, yes, yes, yes. Yes, okay, that will work.",
      "text_native": "जी, जी, जी, जी। जी, ठीक है, चलेगा।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 40,
      "speaker": "agent",
      "start_s": 74.9,
      "end_s": 78.0,
      "text_en": "So what will happen is, at that time we can communicate. Whatever is best on that, I will get it done.",
      "text_native": "तो क्या है, उसी टाइम पे फिर अपन कम्युनिकेट कर लेंगे। उसके ऊपर जो भी बेस्ट रहेगा, करा दूंगा मैं।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 41,
      "speaker": "customer",
      "start_s": 78.0,
      "end_s": 79.4,
      "text_en": "That will be best. Yes, okay, okay.",
      "text_native": "वो बेस्ट रहेगा। हां, ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 42,
      "speaker": "agent",
      "start_s": 79.4,
      "end_s": 80.2,
      "text_en": "Perfect. Perfect.",
      "text_native": "परफेक्ट। परफेक्ट।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 43,
      "speaker": "customer",
      "start_s": 80.4,
      "end_s": 81.3,
      "text_en": "Okay, thank you sir.",
      "text_native": "ओके, थैंक यू सर।"
    },
    {
      "ucid": "21112178954358231",
      "idx": 44,
      "speaker": "agent",
      "start_s": 81.3,
      "end_s": 82.4,
      "text_en": "Okay, thank you. Okay.",
      "text_native": "ओके, थैंक यू। ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178954358231",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[6s] AGENT: Sandeep sir, hello, I am speaking from JSW One, sir.",
      "comment": "Agent greeted, used the customer's name, and identified JSW One; the customer gave implicit permission to proceed."
    },
    {
      "ucid": "21112178954358231",
      "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 provide a hook and instead went directly to asking for the requirement."
    },
    {
      "ucid": "21112178954358231",
      "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 six required discovery questions to understand the customer's business."
    },
    {
      "ucid": "21112178954358231",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched; the agent only listed product families in response to a direct customer question."
    },
    {
      "ucid": "21112178954358231",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[16s] AGENT: Yes sir. I was saying, sir, is there any requirement for sheet metals etc.?",
      "comment": "Agent successfully asked for a requirement and established the customer has a future need, not a current one."
    },
    {
      "ucid": "21112178954358231",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[68s] AGENT: ...around the 5th of October, I'll make a follow-up call to you.",
      "comment": "Agent set a clear and specific next step for a follow-up call, which the customer agreed to."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}