{
  "ucid": "21112178955540431",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 16:13:24",
  "end_time": "2026-09-16 16:16:58",
  "duration_sec": 214,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6ff695517aabd664f9e168fac0b2ed93.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1715,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955540431__DIA6ff695517aabd664f9e168fac0b2ed93.mp3",
  "audio_bytes": 580176,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 193.392,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Am I speaking with Shri Balaji Trading Company on this number?   (श्री बालाजी ट्रेडिंग कंपनी से बात हो रही है इस पर मेरी?)\n[3s] CUSTOMER: Speaking.   (बोल रहा हूं।)\n[4s] AGENT: Yes, this is Raunak Mehta speaking from JSW One.   (जी रौनक मेहता बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes sir, tell me.   (बोलिए सर।)\n[6s] AGENT: Do you have any requirements for MS steels right now?   (कुछ अभी रिक्वायरमेंट आ रही है अभी आपको MS steels में?)\n[8s] CUSTOMER: Tell me the rates for CR sheet .5, .6 and .8.   (CR sheet point five, point six और point eight के रेट बताइए आप मुझे।)\n[12s] AGENT: How much? Point   (कितना? पॉइंट)\n[13s] CUSTOMER: five, point six and point eight. CR 1250 2500.   (five, point six और point eight. CR 1250 2500.)\n[15s] AGENT: 1250 2500. Okay. Alright. And what will be your location, sir?   (1250 2500. ओके। अच्छा। और आपका ये लोकेशन कहां पे रहेगा सर?)\n[21s] CUSTOMER: Faridabad.   (फरीदाबाद।)\n[22s] AGENT: Faridabad. And what is the requirement in tons, sir?   (फरीदाबाद। और कितना टन की रिक्वायरमेंट है सर आपको?)\n[25s] CUSTOMER: It's around 25 tons.   (ऑलमोस्ट 25 टन के आसपास का है।)\n[27s] AGENT: How much in each? Five tons each? Seven each? How much should I write?   (हर एक में कितना? पांच-पांच टन? सात-सात? कितना लिखूं?)\n[29s] CUSTOMER: You can keep it as 8 tons of .8 and the other two 9 tons each.   (आप ये रख सकते हैं कि point eight का आठ टन और वो दोनों नौ-नौ टन।)\n[34s] AGENT: Nine-nine tons.   (नौ-नौ टन।)\n[36s] CUSTOMER: Okay.   (ठीक है।)\n[36s] AGENT: 1250 by 2500, right?   (1250 by 2500 ना?)\n[38s] CUSTOMER: Yes.   (जी।)\n[38s] AGENT: Okay. And when do you plan to purchase this? Is it immediate or when is the plan for this?   (ठीक है। और ये कभी आप परचेस का प्लान है? तुरंत है या फिर कभी का प्लान है इसका ये?)\n[42s] CUSTOMER: The plan is for this week itself, today or tomorrow.   (इसी वीक का प्लान है, आजकल में ही।)\n[44s] AGENT: Today or tomorrow, right? Yes, okay. Okay, okay sir, that will work. I'll check once. And which material do you take, sir, like which brand? SAIL, AMNS, which one do you take? JSW?   (आजकल में ही ना? हां ठीक है। ठीक है ठीक है सर, चलेगा। मैं एक बार चेक कर लेता हूं। और कौनसा मटेरियल लेते हैं सर आप जैसे कि मतलब कौनसे ब्रांड का? SAIL, AMNS, कौनसा लेते हैं? JSW?)\n[52s] CUSTOMER: So far, we have been taking your SAIL and Tata.   (हम लोग अभी तक तो लेते आ रहे हैं आपका SAIL और Tata.)\n[55s] AGENT: SAIL and Tata.   (SAIL और Tata.)\n[56s] CUSTOMER: Okay.   (अच्छा।)\n[57s] AGENT: Okay. I'll check in SAIL as well because JSW is a bit costly. It's a rupee or so more expensive.   (ठीक है। मैं एक बार चेक कर लेता हूं SAIL में भी क्योंकि कैसे JSW थोड़ा सा कॉस्टली गिरता है। एक-आध रुपए ज्यादा रहता है।)\n[61s] CUSTOMER: Is it costlier than Tata too?   (Tata से भी कॉस्टली होता है?)\n[62s] AGENT: Yes sir.   (हां सर।)\n[63s] CUSTOMER: It's lower than Tata, sir. It's down in the market. Your SR is also lower than Tata. JSW is also down.   (Tata से तो डाउन है सर। मार्केट में डाउन है। Tata से तो आपका SR भी डाउन है। JSW भी डाउन है।)\n[67s] AGENT: Sir, the pricing has increased, sir, from this Monday.   (सर प्राइसिंग बढ़ गई है सर अभी मंडे से तो।)\n[69s] CUSTOMER: I agree with you, but Tata's has also increased. The rates for everyone are increasing.   (आप तो मैं मान रहा हूं लेकिन Tata का भी तो बढ़ा है। रेट तो सभी का बढ़ रहा है।)\n[72s] AGENT: Yes, sir, everyone's is increasing. It's not like only ours will increase. All industries' will increase. So once I'll check the material, I'll check that as well. Okay? Because for you, I think you will close on whatever the best price is, right?   (हां वो तो सर सभी के ही बढ़ रहे हैं। ऐसे हमारा ही नहीं बढ़ेगा। सभी इंडस्ट्रीज का बढ़ेगा। तो एक बार मैं मटेरियल, मैं एक बार वो भी चेक कर लेता हूं। ओके? क्योंकि आपका कैसा है कि I think जो बेस्ट रहेगा प्राइस आप उसी पे करेंगे क्लोज, है ना?)\n[80s] CUSTOMER: Yes.   (जी।)\n[82s] AGENT: Okay? Okay, okay sir. I will send you the details on WhatsApp. By the way, is this your address, Om Sai Guest House?   (ठीक है? ओके, ओके सर। मैं आपको WhatsApp पे ना डिटेल्स आपको मैं भेजता हूं। अच्छा ये यही है क्या आपका ओम साई गेस्ट हाउस?)\n[88s] CUSTOMER: No no, not there, that's not it. Right now it's here. Faridabad. Gali number 9, Sector 70, Mujedi Industrial Area, Ballabgarh, Faridabad.   (नहीं नहीं, वहां नहीं, वो नहीं है। अभी तो ये यहां पर है। फरीदाबाद। गली नंबर नौ, सेक्टर 70, मुजेडी इंडस्ट्रियल एरिया, बल्लभगढ़, फरीदाबाद।)\n[95s] AGENT: What will be your pincode?   (आपका पिन कोड क्या रहेगा?)\n[97s] CUSTOMER: 121004.\n[98s] AGENT: 004. What did you say? Gali number?   (004. आपने क्या बताया? गली नंबर?)\n[100s] CUSTOMER: Nine.   (नाइन।)\n[101s] AGENT: Gali number nine and what's next?   (गली नंबर नाइन और आगे?)\n[103s] CUSTOMER: Sector 70.   (सेक्टर 70.)\n[104s] AGENT: Sector 70.   (सेक्टर 70.)\n[105s] CUSTOMER: Mujedi Industrial Area.   (मुजेडी इंडस्ट्रियल एरिया।)\n[107s] AGENT: Mujeri Industrial Area.   (मुजेरी इंडस्ट्रियल एरिया।)\n[109s] CUSTOMER: Yes. Ballabgarh, Faridabad. Yes.   (हां। बल्लभगढ़, फरीदाबाद। जी।)\n[111s] AGENT: Lower Faridabad?   (लोअर फरीदाबाद?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 46,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly louder than the agent's, but both are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "46 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "Never tell a customer our product is more expensive; instead, use discovery to understand their needs and then pitch the value of JSW to justify the price.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trading company, stated an immediate 25-ton requirement for CR sheets. The agent skipped the standard pitch structure but successfully qualified the lead's specifications, quantity, and timeline. The agent proactively and incorrectly positioned JSW as more expensive, which the customer disputed, and the call ended with the agent promising to send details via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission or if it was a good time to talk, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook entirely and went straight to asking for requirements, allowing the customer to take control of the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"And which material do you take, sir, like which brand? SAIL, AMNS, which one do you take? JSW?\", \"comment\": \"Agent only asked about current suppliers, missing 5 of 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; instead, they negatively positioned JSW by stating it is more expensive.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"And when do you plan to purchase this? Is it immediate or when is the plan for this?\", \"comment\": \"Agent successfully captured all details of the customer's immediate requirement (thickness, width, qty, location, timeline).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send you the details on WhatsApp.\", \"comment\": \"Agent committed to a clear next step of sending details via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Never tell a customer our product is more expensive; instead, use discovery to understand their needs and then pitch the value of JSW to justify the price.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"It's lower than Tata, sir. It's down in the market.\", \"response\": \"Sir, the pricing has increased, sir, from this Monday.\"}], \"call_summary\": \"The customer, a trading company, stated an immediate 25-ton requirement for CR sheets. The agent skipped the standard pitch structure but successfully qualified the lead's specifications, quantity, and timeline. The agent proactively and incorrectly positioned JSW as more expensive, which the customer disputed, and the call ended with the agent promising to send details via WhatsApp.\"}",
  "error": null,
  "latency_ms": 35008,
  "input_tokens": 4303,
  "output_tokens": 825,
  "created_at": "2026-09-25 12:09:17",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.577,
  "agent_talk_sec": 54.4,
  "customer_talk_sec": 39.8,
  "dead_air_sec": 119.8,
  "longest_monologue_sec": 7.9,
  "agent_wpm": 276.8,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 23,
  "discovery_qs": 25,
  "words_agent": 251,
  "words_customer": 146,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955540431",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.68,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 2.8,
      "text_en": "Am I speaking with Shri Balaji Trading Company on this number?",
      "text_native": "श्री बालाजी ट्रेडिंग कंपनी से बात हो रही है इस पर मेरी?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.06,
      "end_s": 3.5,
      "text_en": "Speaking.",
      "text_native": "बोल रहा हूं।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.4,
      "text_en": "Yes, this is Raunak Mehta speaking from JSW One.",
      "text_native": "जी रौनक मेहता बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.7,
      "end_s": 6.1,
      "text_en": "Yes sir, tell me.",
      "text_native": "बोलिए सर।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 8.2,
      "text_en": "Do you have any requirements for MS steels right now?",
      "text_native": "कुछ अभी रिक्वायरमेंट आ रही है अभी आपको MS steels में?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.2,
      "end_s": 11.2,
      "text_en": "Tell me the rates for CR sheet .5, .6 and .8.",
      "text_native": "CR sheet point five, point six और point eight के रेट बताइए आप मुझे।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.7,
      "end_s": 12.2,
      "text_en": "How much? Point",
      "text_native": "कितना? पॉइंट"
    },
    {
      "ucid": "21112178955540431",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 15.0,
      "text_en": "five, point six and point eight. CR 1250 2500.",
      "text_native": "five, point six और point eight. CR 1250 2500."
    },
    {
      "ucid": "21112178955540431",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.4,
      "end_s": 20.4,
      "text_en": "1250 2500. Okay. Alright. And what will be your location, sir?",
      "text_native": "1250 2500. ओके। अच्छा। और आपका ये लोकेशन कहां पे रहेगा सर?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 21.6,
      "text_en": "Faridabad.",
      "text_native": "फरीदाबाद।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 24.1,
      "text_en": "Faridabad. And what is the requirement in tons, sir?",
      "text_native": "फरीदाबाद। और कितना टन की रिक्वायरमेंट है सर आपको?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.6,
      "end_s": 26.4,
      "text_en": "It's around 25 tons.",
      "text_native": "ऑलमोस्ट 25 टन के आसपास का है।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 28.9,
      "text_en": "How much in each? Five tons each? Seven each? How much should I write?",
      "text_native": "हर एक में कितना? पांच-पांच टन? सात-सात? कितना लिखूं?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.3,
      "end_s": 32.8,
      "text_en": "You can keep it as 8 tons of .8 and the other two 9 tons each.",
      "text_native": "आप ये रख सकते हैं कि point eight का आठ टन और वो दोनों नौ-नौ टन।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 15,
      "speaker": "agent",
      "start_s": 33.8,
      "end_s": 34.8,
      "text_en": "Nine-nine tons.",
      "text_native": "नौ-नौ टन।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 16,
      "speaker": "customer",
      "start_s": 35.6,
      "end_s": 36.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 17,
      "speaker": "agent",
      "start_s": 36.1,
      "end_s": 37.3,
      "text_en": "1250 by 2500, right?",
      "text_native": "1250 by 2500 ना?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 18,
      "speaker": "customer",
      "start_s": 37.6,
      "end_s": 37.9,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 19,
      "speaker": "agent",
      "start_s": 38.5,
      "end_s": 41.8,
      "text_en": "Okay. And when do you plan to purchase this? Is it immediate or when is the plan for this?",
      "text_native": "ठीक है। और ये कभी आप परचेस का प्लान है? तुरंत है या फिर कभी का प्लान है इसका ये?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 20,
      "speaker": "customer",
      "start_s": 41.9,
      "end_s": 43.6,
      "text_en": "The plan is for this week itself, today or tomorrow.",
      "text_native": "इसी वीक का प्लान है, आजकल में ही।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 21,
      "speaker": "agent",
      "start_s": 43.9,
      "end_s": 51.2,
      "text_en": "Today or tomorrow, right? Yes, okay. Okay, okay sir, that will work. I'll check once. And which material do you take, sir, like which brand? SAIL, AMNS, which one do you take? JSW?",
      "text_native": "आजकल में ही ना? हां ठीक है। ठीक है ठीक है सर, चलेगा। मैं एक बार चेक कर लेता हूं। और कौनसा मटेरियल लेते हैं सर आप जैसे कि मतलब कौनसे ब्रांड का? SAIL, AMNS, कौनसा लेते हैं? JSW?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 22,
      "speaker": "customer",
      "start_s": 51.7,
      "end_s": 54.8,
      "text_en": "So far, we have been taking your SAIL and Tata.",
      "text_native": "हम लोग अभी तक तो लेते आ रहे हैं आपका SAIL और Tata."
    },
    {
      "ucid": "21112178955540431",
      "idx": 23,
      "speaker": "agent",
      "start_s": 55.2,
      "end_s": 55.8,
      "text_en": "SAIL and Tata.",
      "text_native": "SAIL और Tata."
    },
    {
      "ucid": "21112178955540431",
      "idx": 24,
      "speaker": "customer",
      "start_s": 56.2,
      "end_s": 56.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 25,
      "speaker": "agent",
      "start_s": 56.9,
      "end_s": 60.8,
      "text_en": "Okay. I'll check in SAIL as well because JSW is a bit costly. It's a rupee or so more expensive.",
      "text_native": "ठीक है। मैं एक बार चेक कर लेता हूं SAIL में भी क्योंकि कैसे JSW थोड़ा सा कॉस्टली गिरता है। एक-आध रुपए ज्यादा रहता है।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 26,
      "speaker": "customer",
      "start_s": 60.9,
      "end_s": 61.8,
      "text_en": "Is it costlier than Tata too?",
      "text_native": "Tata से भी कॉस्टली होता है?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 27,
      "speaker": "agent",
      "start_s": 62.1,
      "end_s": 62.5,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 28,
      "speaker": "customer",
      "start_s": 62.9,
      "end_s": 66.8,
      "text_en": "It's lower than Tata, sir. It's down in the market. Your SR is also lower than Tata. JSW is also down.",
      "text_native": "Tata से तो डाउन है सर। मार्केट में डाउन है। Tata से तो आपका SR भी डाउन है। JSW भी डाउन है।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 29,
      "speaker": "agent",
      "start_s": 67.3,
      "end_s": 69.1,
      "text_en": "Sir, the pricing has increased, sir, from this Monday.",
      "text_native": "सर प्राइसिंग बढ़ गई है सर अभी मंडे से तो।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 30,
      "speaker": "customer",
      "start_s": 69.2,
      "end_s": 71.8,
      "text_en": "I agree with you, but Tata's has also increased. The rates for everyone are increasing.",
      "text_native": "आप तो मैं मान रहा हूं लेकिन Tata का भी तो बढ़ा है। रेट तो सभी का बढ़ रहा है।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 31,
      "speaker": "agent",
      "start_s": 71.9,
      "end_s": 79.8,
      "text_en": "Yes, sir, everyone's is increasing. It's not like only ours will increase. All industries' will increase. So once I'll check the material, I'll check that as well. Okay? Because for you, I think you will close on whatever the best price is, right?",
      "text_native": "हां वो तो सर सभी के ही बढ़ रहे हैं। ऐसे हमारा ही नहीं बढ़ेगा। सभी इंडस्ट्रीज का बढ़ेगा। तो एक बार मैं मटेरियल, मैं एक बार वो भी चेक कर लेता हूं। ओके? क्योंकि आपका कैसा है कि I think जो बेस्ट रहेगा प्राइस आप उसी पे करेंगे क्लोज, है ना?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 32,
      "speaker": "customer",
      "start_s": 80.3,
      "end_s": 81.4,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 33,
      "speaker": "agent",
      "start_s": 82.1,
      "end_s": 87.4,
      "text_en": "Okay? Okay, okay sir. I will send you the details on WhatsApp. By the way, is this your address, Om Sai Guest House?",
      "text_native": "ठीक है? ओके, ओके सर। मैं आपको WhatsApp पे ना डिटेल्स आपको मैं भेजता हूं। अच्छा ये यही है क्या आपका ओम साई गेस्ट हाउस?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 34,
      "speaker": "customer",
      "start_s": 87.9,
      "end_s": 94.8,
      "text_en": "No no, not there, that's not it. Right now it's here. Faridabad. Gali number 9, Sector 70, Mujedi Industrial Area, Ballabgarh, Faridabad.",
      "text_native": "नहीं नहीं, वहां नहीं, वो नहीं है। अभी तो ये यहां पर है। फरीदाबाद। गली नंबर नौ, सेक्टर 70, मुजेडी इंडस्ट्रियल एरिया, बल्लभगढ़, फरीदाबाद।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 35,
      "speaker": "agent",
      "start_s": 95.2,
      "end_s": 96.2,
      "text_en": "What will be your pincode?",
      "text_native": "आपका पिन कोड क्या रहेगा?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 36,
      "speaker": "customer",
      "start_s": 96.6,
      "end_s": 98.0,
      "text_en": "121004.",
      "text_native": "121004."
    },
    {
      "ucid": "21112178955540431",
      "idx": 37,
      "speaker": "agent",
      "start_s": 98.4,
      "end_s": 99.8,
      "text_en": "004. What did you say? Gali number?",
      "text_native": "004. आपने क्या बताया? गली नंबर?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 38,
      "speaker": "customer",
      "start_s": 100.2,
      "end_s": 100.6,
      "text_en": "Nine.",
      "text_native": "नाइन।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 39,
      "speaker": "agent",
      "start_s": 100.8,
      "end_s": 102.0,
      "text_en": "Gali number nine and what's next?",
      "text_native": "गली नंबर नाइन और आगे?"
    },
    {
      "ucid": "21112178955540431",
      "idx": 40,
      "speaker": "customer",
      "start_s": 102.6,
      "end_s": 103.4,
      "text_en": "Sector 70.",
      "text_native": "सेक्टर 70."
    },
    {
      "ucid": "21112178955540431",
      "idx": 41,
      "speaker": "agent",
      "start_s": 103.9,
      "end_s": 104.5,
      "text_en": "Sector 70.",
      "text_native": "सेक्टर 70."
    },
    {
      "ucid": "21112178955540431",
      "idx": 42,
      "speaker": "customer",
      "start_s": 105.2,
      "end_s": 106.8,
      "text_en": "Mujedi Industrial Area.",
      "text_native": "मुजेडी इंडस्ट्रियल एरिया।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 43,
      "speaker": "agent",
      "start_s": 107.1,
      "end_s": 108.4,
      "text_en": "Mujeri Industrial Area.",
      "text_native": "मुजेरी इंडस्ट्रियल एरिया।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 44,
      "speaker": "customer",
      "start_s": 108.8,
      "end_s": 110.6,
      "text_en": "Yes. Ballabgarh, Faridabad. Yes.",
      "text_native": "हां। बल्लभगढ़, फरीदाबाद। जी।"
    },
    {
      "ucid": "21112178955540431",
      "idx": 45,
      "speaker": "agent",
      "start_s": 110.9,
      "end_s": 111.9,
      "text_en": "Lower Faridabad?",
      "text_native": "लोअर फरीदाबाद?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955540431",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission or if it was a good time to talk, instead jumping directly to a requirement question."
    },
    {
      "ucid": "21112178955540431",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook entirely and went straight to asking for requirements, allowing the customer to take control of the call."
    },
    {
      "ucid": "21112178955540431",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "And which material do you take, sir, like which brand? SAIL, AMNS, which one do you take? JSW?",
      "comment": "Agent only asked about current suppliers, missing 5 of 6 required discovery questions."
    },
    {
      "ucid": "21112178955540431",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs; instead, they negatively positioned JSW by stating it is more expensive."
    },
    {
      "ucid": "21112178955540431",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "And when do you plan to purchase this? Is it immediate or when is the plan for this?",
      "comment": "Agent successfully captured all details of the customer's immediate requirement (thickness, width, qty, location, timeline)."
    },
    {
      "ucid": "21112178955540431",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will send you the details on WhatsApp.",
      "comment": "Agent committed to a clear next step of sending details via WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178955540431",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "It's lower than Tata, sir. It's down in the market.",
      "response": "Sir, the pricing has increased, sir, from this Monday."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}