{
  "ucid": "21112178962122981",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:30:29",
  "end_time": "2026-09-17 10:33:26",
  "duration_sec": 177,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA361ee8190e68e773cc007dbb852a731f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1675,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962122981__DIA361ee8190e68e773cc007dbb852a731f.mp3",
  "audio_bytes": 436752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 145.584,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Yes.   (हां.)\n[3s] AGENT: Santosh ji, hello. This is Rohit speaking from JSW One.   (संतोष जी नमस्ते, रोहित बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes.   (जी।)\n[7s] AGENT: And Santosh ji, you had registered on our platform under the name Sai Govind Enterprises.   (और संतोष जी आपने हमारे प्लॅटफॉर्म पे रजिस्टर किया था साई गोविंद एंटरप्राइज के नाम से।)\n[10s] CUSTOMER: Yes.   (हां।)\n[11s] AGENT: Do you have some kind of retail shop?   (आपका कुछ रिटेल शॉप है क्या?)\n[12s] CUSTOMER: Yes, there was a requirement.   (हां, रिक्वायरमेंट था।)\n[13s] AGENT: Okay. What was it for?   (अच्छा। किस चीज का था?)\n[15s] CUSTOMER: It was for Galvalume sheets.   (गैल्वल्यूम लोग शीट्स का था।)\n[17s] AGENT: What was it for?   (किसका था?)\n[18s] CUSTOMER: For Galvalume sheets.   (गैल्वल्यूम शीट्स का।)\n[19s] AGENT: Okay. How many tons? For coil?   (अच्छा। कितना टन का? कॉइल का?)\n[20s] CUSTOMER: Around 10 tons.   (अराउंड दस टन के आसपास।)\n[22s] AGENT: Okay. Where do you need this?   (ठीक है। कहां पे चाहिए आपको ये?)\n[24s] CUSTOMER: Begusarai.   (बेगूसराय।)\n[25s] AGENT: Begusarai, okay. It's a bit challenging for me because that region is not serviceable. I can help you with it from Ghaziabad. Like from Ghaziabad I can   (बेगूसराय, ओके। थोड़ा मेरे लिए चैलेंजिंग है बिकॉज़ वो रीजन सर्विसेबल नहीं है। मैं आपको गाजियाबाद से आई कैन हेल्प यू विथ। लाइक गाजियाबाद से मैं आपको)\n[31s] CUSTOMER: No problem, no, no, wherever it is in Ghaziabad, we'll get it picked up from there.   (कोई दिक्कत नहीं, कोई कोई, गाजियाबाद जहां होगा वहां से उठवा लेंगे।)\n[33s] AGENT: Where do you usually procure from?   (ऐसे आप कहां से लेते हैं पहले?)\n[34s] CUSTOMER: Usually it comes from Delhi, then say, it comes from Jharkhand.   (वैसे तो दिल्ली से आता है, फिर माने कि झारखंड से आता है।)\n[37s] AGENT: Delhi, actually yours must be coming from Delhi or Bengal. Or maybe from Odisha at maximum.   (दिल्ली, एक्चुअली आपका दिल्ली या फिर बंगाल से ही आता होगा। या फिर उड़ीसा से आता होगा मे बी मैक्सिमम।)\n[40s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[42s] AGENT: Okay. I have sent you a message on WhatsApp, sent my details. Please send me your requirement once - what is the thickness, what is the width, how many tons are needed, uh, what type of quoting you need, please send it to me once.   (ठीक है। मैंने आपको WhatsApp पे ना मैसेज किया है, अपना डिटेल्स भेजा है। एक बार आप मेरा रिक्वायरमेंट भेजिए कि क्या थिकनेस है, क्या विड्थ है, कितना टन चाहिए, अ कोटिंग किस टाइप का चाहिए, मेरे को एक बार भेजिए ना।)\n[49s] CUSTOMER: Need AZ 150.   (AZ 150 चाहिए।)\n[50s] AGENT: Hmm, AZ 150, right? Yes. What is the thickness?   (हम्म, AZ 150 ना? हां। थिकनेस क्या है?)\n[52s] CUSTOMER: Thickness uh .45 or .50, only the non-IS one.   (थिकनेस अ .45 या .50 ओनली नॉन-IS वाला।)\n[55s] AGENT: .4 or .50?   (.4 या .50?)\n[56s] CUSTOMER: .45 or .50.   (.45 या .50.)\n[57s] AGENT: Okay, fine. And will a width of 1220 or 1250 work?   (अच्छा, ठीक है। और विड्थ 1220 या 1250 चलेगा ना?)\n[60s] CUSTOMER: Yes, 1200, 1250 will work. Give 1220, 1250, it will work.   (हां, 1200, 1250 गुने चलेगा। 1220, 1250 दीजिए चलेगा।)\n[63s] AGENT: And for now, you will start with 10 tons.   (और अभी के लिए दस टन से आप स्टार्ट करेंगे।)\n[65s] CUSTOMER: Yes.   (हां।)\n[66s] AGENT: Hmm, okay. Uh, I will quote you for this.   (हम्म, ठीक है। अ मैं आपको कोट करता हूं इसका।)\n[68s] CUSTOMER: Hmm.   (हम्म।)\n[69s] AGENT: Okay? Okay.   (ठीक है? ओके।)\n[70s] CUSTOMER: Do it and arrange a visit for us sometime.   (कीजिए और हमको एक टाइम विजिट करवाइए।)\n[72s] AGENT: Where will you visit? I mean, our stock, in the warehouse?   (विजिट तो आप कहां करेंगे? मतलब हमारे स्टॉक, वेयरहाउस में?)\n[74s] CUSTOMER: Yes, we'll do it in the warehouse.   (हां, वेयरहाउस में कर लेंगे।)\n[76s] AGENT: Okay.   (अच्छा।)\n[76s] CUSTOMER: Because only after checking the material once will we place the order for everything.   (क्योंकि एक बार मटेरियल चेक करने के बाद ही ना सारा चीज हम ऑर्डर देंगे।)\n[79s] AGENT: So you will go to Ghaziabad from there?   (तो आप गाजियाबाद जाएंगे उधर से?)\n[80s] CUSTOMER: Yes yes, no doubt. We'll do it, no problem.   (हां हां, नो डाउट। कर लेंगे, कोई दिक्कत नहीं।)\n[83s] AGENT: Okay. Okay. I'll do it.   (ठीक है। ओके। मैं करता हूं।)\n[85s] CUSTOMER: Okay.   (ठीक।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 45,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise and clatter on the customer's side, but the speech remains mostly 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You missed the opportunity to understand the customer's business by skipping discovery; ask about their monthly usage and current suppliers to better position our value before capturing the spec for a single order.",
  "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": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, likely a trader, had a requirement for 10 MT of Galvalume sheets for Begusarai. The agent identified Begusarai as unserviceable but successfully pivoted to an ex-works Ghaziabad solution, which the customer accepted. The agent captured the detailed material specification and agreed to send a quote and arrange a warehouse visit, but no firm timeline was established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Santosh ji, hello. This is Rohit speaking from JSW One. And Santosh ji, you had registered on our platform under the name Sai Govind Enterprises.\", \"comment\": \"Agent provided a professional opening, referencing the customer's registration to establish context.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Where do you need this?\", \"comment\": \"Agent confirmed the company name from the registration and asked for the procurement city, but did not ask about procurement involvement or verify contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Do you have some kind of retail shop?\", \"comment\": \"Agent only asked about the business type and immediately jumped to the requirement, missing all other discovery questions about volume, current suppliers, or pain points.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform and its benefits (e.g., transparent pricing, test certificates) were not mentioned at all.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"what is the thickness, what is the width, how many tons are needed, uh, what type of quoting you need, please send it to me once.\", \"comment\": \"Agent successfully identified a current requirement and captured the full material specification including quantity, thickness, width, and coating.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent agreed to send a quote and arrange a visit, but did not confirm a specific time or date for either, failing to secure a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to understand the customer's business by skipping discovery; ask about their monthly usage and current suppliers to better position our value before capturing the spec for a single order.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, likely a trader, had a requirement for 10 MT of Galvalume sheets for Begusarai. The agent identified Begusarai as unserviceable but successfully pivoted to an ex-works Ghaziabad solution, which the customer accepted. The agent captured the detailed material specification and agreed to send a quote and arrange a warehouse visit, but no firm timeline was established.\"}",
  "error": null,
  "latency_ms": 39967,
  "input_tokens": 4129,
  "output_tokens": 818,
  "created_at": "2026-09-25 12:07:47",
  "sentiment": "negative",
  "sentiment_score": -0.274,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 14,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.606,
  "agent_talk_sec": 41.4,
  "customer_talk_sec": 26.9,
  "dead_air_sec": 108.7,
  "longest_monologue_sec": 6.8,
  "agent_wpm": 313.0,
  "interruptions": 0,
  "agent_turns": 22,
  "customer_turns": 23,
  "discovery_qs": 15,
  "words_agent": 216,
  "words_customer": 119,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962122981",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.4,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178962122981",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.61,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178962122981",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.97,
      "end_s": 3.17,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178962122981",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 5.8,
      "text_en": "Santosh ji, hello. This is Rohit speaking from JSW One.",
      "text_native": "संतोष जी नमस्ते, रोहित बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.1,
      "end_s": 6.37,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.88,
      "end_s": 9.8,
      "text_en": "And Santosh ji, you had registered on our platform under the name Sai Govind Enterprises.",
      "text_native": "और संतोष जी आपने हमारे प्लॅटफॉर्म पे रजिस्टर किया था साई गोविंद एंटरप्राइज के नाम से।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.37,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.58,
      "end_s": 11.7,
      "text_en": "Do you have some kind of retail shop?",
      "text_native": "आपका कुछ रिटेल शॉप है क्या?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.08,
      "end_s": 13.1,
      "text_en": "Yes, there was a requirement.",
      "text_native": "हां, रिक्वायरमेंट था।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.48,
      "end_s": 14.3,
      "text_en": "Okay. What was it for?",
      "text_native": "अच्छा। किस चीज का था?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 16.4,
      "text_en": "It was for Galvalume sheets.",
      "text_native": "गैल्वल्यूम लोग शीट्स का था।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.9,
      "end_s": 17.3,
      "text_en": "What was it for?",
      "text_native": "किसका था?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.7,
      "end_s": 18.7,
      "text_en": "For Galvalume sheets.",
      "text_native": "गैल्वल्यूम शीट्स का।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 19.9,
      "text_en": "Okay. How many tons? For coil?",
      "text_native": "अच्छा। कितना टन का? कॉइल का?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 14,
      "speaker": "customer",
      "start_s": 20.1,
      "end_s": 21.7,
      "text_en": "Around 10 tons.",
      "text_native": "अराउंड दस टन के आसपास।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 23.3,
      "text_en": "Okay. Where do you need this?",
      "text_native": "ठीक है। कहां पे चाहिए आपको ये?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 16,
      "speaker": "customer",
      "start_s": 23.6,
      "end_s": 24.3,
      "text_en": "Begusarai.",
      "text_native": "बेगूसराय।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 17,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 30.8,
      "text_en": "Begusarai, okay. It's a bit challenging for me because that region is not serviceable. I can help you with it from Ghaziabad. Like from Ghaziabad I can",
      "text_native": "बेगूसराय, ओके। थोड़ा मेरे लिए चैलेंजिंग है बिकॉज़ वो रीजन सर्विसेबल नहीं है। मैं आपको गाजियाबाद से आई कैन हेल्प यू विथ। लाइक गाजियाबाद से मैं आपको"
    },
    {
      "ucid": "21112178962122981",
      "idx": 18,
      "speaker": "customer",
      "start_s": 30.8,
      "end_s": 32.9,
      "text_en": "No problem, no, no, wherever it is in Ghaziabad, we'll get it picked up from there.",
      "text_native": "कोई दिक्कत नहीं, कोई कोई, गाजियाबाद जहां होगा वहां से उठवा लेंगे।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 34.2,
      "text_en": "Where do you usually procure from?",
      "text_native": "ऐसे आप कहां से लेते हैं पहले?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.5,
      "end_s": 36.9,
      "text_en": "Usually it comes from Delhi, then say, it comes from Jharkhand.",
      "text_native": "वैसे तो दिल्ली से आता है, फिर माने कि झारखंड से आता है।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 21,
      "speaker": "agent",
      "start_s": 36.9,
      "end_s": 40.5,
      "text_en": "Delhi, actually yours must be coming from Delhi or Bengal. Or maybe from Odisha at maximum.",
      "text_native": "दिल्ली, एक्चुअली आपका दिल्ली या फिर बंगाल से ही आता होगा। या फिर उड़ीसा से आता होगा मे बी मैक्सिमम।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 22,
      "speaker": "customer",
      "start_s": 40.5,
      "end_s": 41.1,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 23,
      "speaker": "agent",
      "start_s": 41.6,
      "end_s": 48.4,
      "text_en": "Okay. I have sent you a message on WhatsApp, sent my details. Please send me your requirement once - what is the thickness, what is the width, how many tons are needed, uh, what type of quoting you need, please send it to me once.",
      "text_native": "ठीक है। मैंने आपको WhatsApp पे ना मैसेज किया है, अपना डिटेल्स भेजा है। एक बार आप मेरा रिक्वायरमेंट भेजिए कि क्या थिकनेस है, क्या विड्थ है, कितना टन चाहिए, अ कोटिंग किस टाइप का चाहिए, मेरे को एक बार भेजिए ना।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 24,
      "speaker": "customer",
      "start_s": 48.6,
      "end_s": 49.6,
      "text_en": "Need AZ 150.",
      "text_native": "AZ 150 चाहिए।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 25,
      "speaker": "agent",
      "start_s": 49.9,
      "end_s": 51.6,
      "text_en": "Hmm, AZ 150, right? Yes. What is the thickness?",
      "text_native": "हम्म, AZ 150 ना? हां। थिकनेस क्या है?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 26,
      "speaker": "customer",
      "start_s": 52.1,
      "end_s": 54.4,
      "text_en": "Thickness uh .45 or .50, only the non-IS one.",
      "text_native": "थिकनेस अ .45 या .50 ओनली नॉन-IS वाला।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 27,
      "speaker": "agent",
      "start_s": 54.7,
      "end_s": 55.4,
      "text_en": ".4 or .50?",
      "text_native": ".4 या .50?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 28,
      "speaker": "customer",
      "start_s": 55.8,
      "end_s": 56.7,
      "text_en": ".45 or .50.",
      "text_native": ".45 या .50."
    },
    {
      "ucid": "21112178962122981",
      "idx": 29,
      "speaker": "agent",
      "start_s": 57.1,
      "end_s": 59.4,
      "text_en": "Okay, fine. And will a width of 1220 or 1250 work?",
      "text_native": "अच्छा, ठीक है। और विड्थ 1220 या 1250 चलेगा ना?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 30,
      "speaker": "customer",
      "start_s": 59.7,
      "end_s": 62.2,
      "text_en": "Yes, 1200, 1250 will work. Give 1220, 1250, it will work.",
      "text_native": "हां, 1200, 1250 गुने चलेगा। 1220, 1250 दीजिए चलेगा।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 31,
      "speaker": "agent",
      "start_s": 62.7,
      "end_s": 64.3,
      "text_en": "And for now, you will start with 10 tons.",
      "text_native": "और अभी के लिए दस टन से आप स्टार्ट करेंगे।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 32,
      "speaker": "customer",
      "start_s": 64.6,
      "end_s": 65.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 33,
      "speaker": "agent",
      "start_s": 66.4,
      "end_s": 68.4,
      "text_en": "Hmm, okay. Uh, I will quote you for this.",
      "text_native": "हम्म, ठीक है। अ मैं आपको कोट करता हूं इसका।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 34,
      "speaker": "customer",
      "start_s": 68.4,
      "end_s": 68.7,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 35,
      "speaker": "agent",
      "start_s": 69.3,
      "end_s": 69.9,
      "text_en": "Okay? Okay.",
      "text_native": "ठीक है? ओके।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 36,
      "speaker": "customer",
      "start_s": 70.4,
      "end_s": 71.8,
      "text_en": "Do it and arrange a visit for us sometime.",
      "text_native": "कीजिए और हमको एक टाइम विजिट करवाइए।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 37,
      "speaker": "agent",
      "start_s": 72.3,
      "end_s": 74.2,
      "text_en": "Where will you visit? I mean, our stock, in the warehouse?",
      "text_native": "विजिट तो आप कहां करेंगे? मतलब हमारे स्टॉक, वेयरहाउस में?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 38,
      "speaker": "customer",
      "start_s": 74.5,
      "end_s": 75.6,
      "text_en": "Yes, we'll do it in the warehouse.",
      "text_native": "हां, वेयरहाउस में कर लेंगे।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 39,
      "speaker": "agent",
      "start_s": 75.9,
      "end_s": 76.2,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 40,
      "speaker": "customer",
      "start_s": 76.5,
      "end_s": 78.6,
      "text_en": "Because only after checking the material once will we place the order for everything.",
      "text_native": "क्योंकि एक बार मटेरियल चेक करने के बाद ही ना सारा चीज हम ऑर्डर देंगे।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 41,
      "speaker": "agent",
      "start_s": 78.8,
      "end_s": 80.0,
      "text_en": "So you will go to Ghaziabad from there?",
      "text_native": "तो आप गाजियाबाद जाएंगे उधर से?"
    },
    {
      "ucid": "21112178962122981",
      "idx": 42,
      "speaker": "customer",
      "start_s": 80.4,
      "end_s": 82.3,
      "text_en": "Yes yes, no doubt. We'll do it, no problem.",
      "text_native": "हां हां, नो डाउट। कर लेंगे, कोई दिक्कत नहीं।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 43,
      "speaker": "agent",
      "start_s": 83.2,
      "end_s": 84.5,
      "text_en": "Okay. Okay. I'll do it.",
      "text_native": "ठीक है। ओके। मैं करता हूं।"
    },
    {
      "ucid": "21112178962122981",
      "idx": 44,
      "speaker": "customer",
      "start_s": 84.9,
      "end_s": 85.2,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962122981",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Santosh ji, hello. This is Rohit speaking from JSW One. And Santosh ji, you had registered on our platform under the name Sai Govind Enterprises.",
      "comment": "Agent provided a professional opening, referencing the customer's registration to establish context."
    },
    {
      "ucid": "21112178962122981",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Where do you need this?",
      "comment": "Agent confirmed the company name from the registration and asked for the procurement city, but did not ask about procurement involvement or verify contact details."
    },
    {
      "ucid": "21112178962122981",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Do you have some kind of retail shop?",
      "comment": "Agent only asked about the business type and immediately jumped to the requirement, missing all other discovery questions about volume, current suppliers, or pain points."
    },
    {
      "ucid": "21112178962122981",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform and its benefits (e.g., transparent pricing, test certificates) were not mentioned at all."
    },
    {
      "ucid": "21112178962122981",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "what is the thickness, what is the width, how many tons are needed, uh, what type of quoting you need, please send it to me once.",
      "comment": "Agent successfully identified a current requirement and captured the full material specification including quantity, thickness, width, and coating."
    },
    {
      "ucid": "21112178962122981",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent agreed to send a quote and arrange a visit, but did not confirm a specific time or date for either, failing to secure a concrete next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}