{
  "ucid": "21112178973335191",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:39:11",
  "end_time": "2026-09-18 17:42:06",
  "duration_sec": 175,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfb180499460b05f77a5f033f396c9647.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1345,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973335191__DIAfb180499460b05f77a5f033f396c9647.mp3",
  "audio_bytes": 426816,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 142.272,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello?   (हॅलो?)\n[3s] CUSTOMER: Hello?   (हॅलो?)\n[4s] CUSTOMER: Yes.   (हां)\n[4s] AGENT: Sir, I was calling from JSW One. Am I speaking with Deepak ji?   (सर JSW One से बात कर रहा था मैं। दीपक जी से बात हो रही है?)\n[7s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: JSW One MSME.\n[9s] CUSTOMER: Yes sir.   (हां सर।)\n[10s] AGENT: Uh sir, do you have any requirement for sheet metals etc. right now?   (अ सर कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में अभी?)\n[13s] CUSTOMER: Hmm, sir, currently there is no requirement.   (हम्म सर फिलहाल तो नहीं है रिक्वायरमेंट।)\n[16s] AGENT: Understood, sir. If you have anything, please create an inquiry, we will...   (समझ गया सर। कुछ रहता है तो प्लीज इंक्वायरी बनाइएगा ना हम आपको)\n[18s] CUSTOMER: I should call on this number, right sir?   (ये नंबर पे कॉल कॉल करू ना सर?)\n[20s] AGENT: Yes sir.   (जी सर।)\n[21s] CUSTOMER: Coil etc., will I get everything, sir?   (coil वगेरा सब मिलेगा ना सर अपना?)\n[22s] AGENT: Yes yes, coil, CPL, everything is available.   (हां हां coil, CPL सब मिल जाती है।)\n[24s] CUSTOMER: From where will this come, sir?   (ये इधर से कहां से आएगा सर?)\n[26s] AGENT: This material will come to you, one second, I'll tell you. From Taloja.   (ये मटेरियल आपको आएगा एक सेकंड बता देता हूं। ये तलोदा से।)\n[29s] CUSTOMER: Yes?   (हां?)\n[29s] AGENT: Taloja, Taloja. Mumbai.   (तलोदा तलोदा मुंबई।)\n[31s] CUSTOMER: From Mumbai.   (मुंबई से।)\n[32s] AGENT: Yes.   (हो।)\n[33s] CUSTOMER: Okay. Who is the dealer here, sir? Any name?   (ओके। कौन है सर इधर डीलर? उनका नाम कोई?)\n[35s] AGENT: It's not a dealer, sir, our district... we have our own, it's a stockyard. JSW's, Jindal Steel's, direct.   (डीलर नहीं है सर अपना डिस्ट्रिक्ट हमारा खुद का वो है स्टॉकयार्ड है। JSW का जिंदाल स्टील का डायरेक्ट।)\n[40s] CUSTOMER: Okay sir.   (ओके सर।)\n[40s] AGENT: So yes, there will be no third-party billing, sir. It will be direct bill, uh, company-to-company billing.   (तो हां कोई थर्ड पार्टी बिलिंग नहीं होगा सर। डायरेक्टली बिल अ कंपनी टू कंपनी बिलिंग होगा।)\n[44s] CUSTOMER: Sir, what is the current rate in JSW?   (सर फिलहाल क्या रेट चल रहा है JSW में?)\n[46s] AGENT: Which material, sir?   (कौनसा मटेरियल सर?)\n[47s] CUSTOMER: Coil, coil.\n[48s] AGENT: No no, which one I mean? HR, PPGL, which one?   (नहीं नहीं कौनसा मतलब? HR का, PPGL का, किसका?)\n[50s] CUSTOMER: PPGL.\n[51s] AGENT: Uh, Coloron is currently at one lakh seven thousand and Pragati Plus is currently at ninety-eight thousand.   (अ Coloron चल रहा है सर अभी एक लाख सात हजार और प्रगति प्लस चल रहा है अभी नाइनटी एट थाउजेंड।)\n[55s] CUSTOMER: Hmm, ninety-eight and one hundred and seven.   (हम्म नाइनटी एट और एक सौ सात।)\n[57s] AGENT: Yes sir. Coil to coil.   (हां सर। coil to coil.)\n[58s] CUSTOMER: Yes, uh, two minutes, okay sir.   (येस अ दो मिनिट हां सर।)\n[61s] CUSTOMER: Uh, one hundred and seven sir, for Coloron, what?   (अ एक सौ सात सर Coloron का क्या?)\n[62s] AGENT: Yes. Coloron Plus AZ one fifty.   (हां। Coloron Plus AZ one fifty.)\n[65s] CUSTOMER: AZ one fifty. One hundred and seven. And ninety-eight, sir?   (AZ one fifty. एक सौ सात। और नाइनटी एट सर?)\n[67s] AGENT: AZ seventy will cost you ninety-seven, sir. Nine rupees less.   (AZ seventy पड़ेगा सर आपको नाइनटी सेवन। नौ रुपये नीचे।)\n[70s] CUSTOMER: AZ seventy.\n[71s] AGENT: Hmm.   (हम्म।)\n[72s] CUSTOMER: It will cost ninety-seven.   (नाइनटी सेवन में पड़ेगा।)\n[74s] CUSTOMER: And that one, sir, you said ninety-eight?   (और वो सर नाइनटी एट बोला वो?)\n[75s] AGENT: Ninety-seven, ninety-eight, that means Pragati Plus is ninety-seven, ninety-eight only. For now, we can give it for up to ninety-seven.   (नाइनटी सेवन नाइनटी एट वही मतलब प्रगति प्लस का नाइनटी सेवन नाइनटी एट ही है। फिलहाल नाइनटी सेवन तक अपन दे पाएंगे उसको।)\n[79s] CUSTOMER: The Pragati one, right?   (प्रगति वाला ना?)\n[79s] AGENT: Yes, the Pragati one. Seven-year warranty.   (हां प्रगति वाला। सात साल की वारंटी।)\n[82s] CUSTOMER: Okay.   (ओके।)\n[83s] AGENT: Right sir.   (राइट सर।)\n[83s] CUSTOMER: Okay, I will let you know.   (चलो मैं बताता हूं आपको।)\n[84s] AGENT: Sir, please tell me your good name, I will save it.   (ये आपका सर शुभ नाम बता दो मैं सेव कर देता हूं आपका।)\n[86s] CUSTOMER: My name is Dhruv Sharma, sir. Dhruva Sharma.   (ध्रुव शर्मा नाम है मेरा सर। ध्रुवा शर्मा।)\n[88s] AGENT: Okay sir, thank you.   (ओके सर थैंक यू।)\n[89s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 51,
  "connected": 1,
  "audio_notes": "clear: Some call center background noise is audible on the agent's side, but it does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "51 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Instead of only asking for a requirement, you must ask discovery questions to understand the customer's business. This will help you build rapport and make a relevant pitch.",
  "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 contacted the customer to check for sheet metal requirements. The customer initially had no requirement but then inquired about product availability, delivery location, and pricing for PPGL coils. The agent provided prices for Coloron and Pragati Plus from the Taloja stockyard. The call ended with the customer stating they would get back to the agent.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One. Am I speaking with Deepak ji?\", \"comment\": \"Agent successfully greeted the customer, stated the company name, and used the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement for sheet metals etc. right now?\", \"comment\": \"Agent did not lead with a supply or price hook; instead, they immediately asked for a requirement, which is not the supply-led pitch structure.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, volume, or current suppliers. The conversation was driven by customer questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"It's not a dealer, sir, our district... we have our own, it's a stockyard.\", \"comment\": \"Agent did not proactively pitch any USPs. The mention of the stockyard and direct billing was a reactive answer to a direct customer question, not a pitch.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement for sheet metals etc. right now?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the first part of qualification. The customer had no requirement, so no further details could be captured.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I will let you know.\", \"comment\": \"Agent did not establish a committed next step. The call ended after the customer's non-committal statement, without a scheduled callback or quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of only asking for a requirement, you must ask discovery questions to understand the customer's business. This will help you build rapport and make a relevant pitch.\", \"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 contacted the customer to check for sheet metal requirements. The customer initially had no requirement but then inquired about product availability, delivery location, and pricing for PPGL coils. The agent provided prices for Coloron and Pragati Plus from the Taloja stockyard. The call ended with the customer stating they would get back to the agent.\"}",
  "error": null,
  "latency_ms": 30753,
  "input_tokens": 4059,
  "output_tokens": 823,
  "created_at": "2026-09-25 11:53:30",
  "sentiment": "negative",
  "sentiment_score": -0.178,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 5,
  "lex_hits": 9,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.6,
  "agent_talk_sec": 42.5,
  "customer_talk_sec": 28.3,
  "dead_air_sec": 104.2,
  "longest_monologue_sec": 4.1,
  "agent_wpm": 295.1,
  "interruptions": 0,
  "agent_turns": 24,
  "customer_turns": 27,
  "discovery_qs": 6,
  "words_agent": 209,
  "words_customer": 128,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973335191",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.81,
      "end_s": 2.28,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.32,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.18,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178973335191",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.4,
      "end_s": 6.9,
      "text_en": "Sir, I was calling from JSW One. Am I speaking with Deepak ji?",
      "text_native": "सर JSW One से बात कर रहा था मैं। दीपक जी से बात हो रही है?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.5,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 8.8,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178973335191",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.8,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 12.4,
      "text_en": "Uh sir, do you have any requirement for sheet metals etc. right now?",
      "text_native": "अ सर कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में अभी?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 15.8,
      "text_en": "Hmm, sir, currently there is no requirement.",
      "text_native": "हम्म सर फिलहाल तो नहीं है रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 18.4,
      "text_en": "Understood, sir. If you have anything, please create an inquiry, we will...",
      "text_native": "समझ गया सर। कुछ रहता है तो प्लीज इंक्वायरी बनाइएगा ना हम आपको"
    },
    {
      "ucid": "21112178973335191",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.4,
      "end_s": 19.9,
      "text_en": "I should call on this number, right sir?",
      "text_native": "ये नंबर पे कॉल कॉल करू ना सर?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.4,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 22.2,
      "text_en": "Coil etc., will I get everything, sir?",
      "text_native": "coil वगेरा सब मिलेगा ना सर अपना?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 24.0,
      "text_en": "Yes yes, coil, CPL, everything is available.",
      "text_native": "हां हां coil, CPL सब मिल जाती है।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.3,
      "end_s": 25.6,
      "text_en": "From where will this come, sir?",
      "text_native": "ये इधर से कहां से आएगा सर?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 15,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 28.4,
      "text_en": "This material will come to you, one second, I'll tell you. From Taloja.",
      "text_native": "ये मटेरियल आपको आएगा एक सेकंड बता देता हूं। ये तलोदा से।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 16,
      "speaker": "customer",
      "start_s": 28.7,
      "end_s": 29.0,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.2,
      "end_s": 30.8,
      "text_en": "Taloja, Taloja. Mumbai.",
      "text_native": "तलोदा तलोदा मुंबई।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.4,
      "end_s": 32.1,
      "text_en": "From Mumbai.",
      "text_native": "मुंबई से।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 19,
      "speaker": "agent",
      "start_s": 32.4,
      "end_s": 32.7,
      "text_en": "Yes.",
      "text_native": "हो।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 20,
      "speaker": "customer",
      "start_s": 33.3,
      "end_s": 35.0,
      "text_en": "Okay. Who is the dealer here, sir? Any name?",
      "text_native": "ओके। कौन है सर इधर डीलर? उनका नाम कोई?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 21,
      "speaker": "agent",
      "start_s": 35.1,
      "end_s": 39.2,
      "text_en": "It's not a dealer, sir, our district... we have our own, it's a stockyard. JSW's, Jindal Steel's, direct.",
      "text_native": "डीलर नहीं है सर अपना डिस्ट्रिक्ट हमारा खुद का वो है स्टॉकयार्ड है। JSW का जिंदाल स्टील का डायरेक्ट।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 22,
      "speaker": "customer",
      "start_s": 39.5,
      "end_s": 40.0,
      "text_en": "Okay sir.",
      "text_native": "ओके सर।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 23,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 43.4,
      "text_en": "So yes, there will be no third-party billing, sir. It will be direct bill, uh, company-to-company billing.",
      "text_native": "तो हां कोई थर्ड पार्टी बिलिंग नहीं होगा सर। डायरेक्टली बिल अ कंपनी टू कंपनी बिलिंग होगा।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 24,
      "speaker": "customer",
      "start_s": 43.6,
      "end_s": 45.2,
      "text_en": "Sir, what is the current rate in JSW?",
      "text_native": "सर फिलहाल क्या रेट चल रहा है JSW में?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 25,
      "speaker": "agent",
      "start_s": 45.5,
      "end_s": 46.3,
      "text_en": "Which material, sir?",
      "text_native": "कौनसा मटेरियल सर?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 26,
      "speaker": "customer",
      "start_s": 46.6,
      "end_s": 47.3,
      "text_en": "Coil, coil.",
      "text_native": "Coil, coil."
    },
    {
      "ucid": "21112178973335191",
      "idx": 27,
      "speaker": "agent",
      "start_s": 47.5,
      "end_s": 49.4,
      "text_en": "No no, which one I mean? HR, PPGL, which one?",
      "text_native": "नहीं नहीं कौनसा मतलब? HR का, PPGL का, किसका?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 28,
      "speaker": "customer",
      "start_s": 49.6,
      "end_s": 50.2,
      "text_en": "PPGL.",
      "text_native": "PPGL."
    },
    {
      "ucid": "21112178973335191",
      "idx": 29,
      "speaker": "agent",
      "start_s": 50.8,
      "end_s": 54.8,
      "text_en": "Uh, Coloron is currently at one lakh seven thousand and Pragati Plus is currently at ninety-eight thousand.",
      "text_native": "अ Coloron चल रहा है सर अभी एक लाख सात हजार और प्रगति प्लस चल रहा है अभी नाइनटी एट थाउजेंड।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 30,
      "speaker": "customer",
      "start_s": 55.4,
      "end_s": 56.8,
      "text_en": "Hmm, ninety-eight and one hundred and seven.",
      "text_native": "हम्म नाइनटी एट और एक सौ सात।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 31,
      "speaker": "agent",
      "start_s": 57.0,
      "end_s": 58.0,
      "text_en": "Yes sir. Coil to coil.",
      "text_native": "हां सर। coil to coil."
    },
    {
      "ucid": "21112178973335191",
      "idx": 32,
      "speaker": "customer",
      "start_s": 58.1,
      "end_s": 59.6,
      "text_en": "Yes, uh, two minutes, okay sir.",
      "text_native": "येस अ दो मिनिट हां सर।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 33,
      "speaker": "customer",
      "start_s": 60.8,
      "end_s": 62.1,
      "text_en": "Uh, one hundred and seven sir, for Coloron, what?",
      "text_native": "अ एक सौ सात सर Coloron का क्या?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 34,
      "speaker": "agent",
      "start_s": 62.2,
      "end_s": 63.8,
      "text_en": "Yes. Coloron Plus AZ one fifty.",
      "text_native": "हां। Coloron Plus AZ one fifty."
    },
    {
      "ucid": "21112178973335191",
      "idx": 35,
      "speaker": "customer",
      "start_s": 64.8,
      "end_s": 66.8,
      "text_en": "AZ one fifty. One hundred and seven. And ninety-eight, sir?",
      "text_native": "AZ one fifty. एक सौ सात। और नाइनटी एट सर?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 36,
      "speaker": "agent",
      "start_s": 67.1,
      "end_s": 69.4,
      "text_en": "AZ seventy will cost you ninety-seven, sir. Nine rupees less.",
      "text_native": "AZ seventy पड़ेगा सर आपको नाइनटी सेवन। नौ रुपये नीचे।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 37,
      "speaker": "customer",
      "start_s": 69.8,
      "end_s": 70.4,
      "text_en": "AZ seventy.",
      "text_native": "AZ seventy."
    },
    {
      "ucid": "21112178973335191",
      "idx": 38,
      "speaker": "agent",
      "start_s": 70.8,
      "end_s": 71.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 39,
      "speaker": "customer",
      "start_s": 72.0,
      "end_s": 72.9,
      "text_en": "It will cost ninety-seven.",
      "text_native": "नाइनटी सेवन में पड़ेगा।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 40,
      "speaker": "customer",
      "start_s": 73.6,
      "end_s": 74.8,
      "text_en": "And that one, sir, you said ninety-eight?",
      "text_native": "और वो सर नाइनटी एट बोला वो?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 41,
      "speaker": "agent",
      "start_s": 75.1,
      "end_s": 78.6,
      "text_en": "Ninety-seven, ninety-eight, that means Pragati Plus is ninety-seven, ninety-eight only. For now, we can give it for up to ninety-seven.",
      "text_native": "नाइनटी सेवन नाइनटी एट वही मतलब प्रगति प्लस का नाइनटी सेवन नाइनटी एट ही है। फिलहाल नाइनटी सेवन तक अपन दे पाएंगे उसको।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 42,
      "speaker": "customer",
      "start_s": 78.6,
      "end_s": 79.4,
      "text_en": "The Pragati one, right?",
      "text_native": "प्रगति वाला ना?"
    },
    {
      "ucid": "21112178973335191",
      "idx": 43,
      "speaker": "agent",
      "start_s": 79.4,
      "end_s": 81.2,
      "text_en": "Yes, the Pragati one. Seven-year warranty.",
      "text_native": "हां प्रगति वाला। सात साल की वारंटी।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 44,
      "speaker": "customer",
      "start_s": 81.8,
      "end_s": 82.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 45,
      "speaker": "agent",
      "start_s": 82.7,
      "end_s": 83.1,
      "text_en": "Right sir.",
      "text_native": "राइट सर।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 46,
      "speaker": "customer",
      "start_s": 83.2,
      "end_s": 84.2,
      "text_en": "Okay, I will let you know.",
      "text_native": "चलो मैं बताता हूं आपको।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 47,
      "speaker": "agent",
      "start_s": 84.2,
      "end_s": 85.8,
      "text_en": "Sir, please tell me your good name, I will save it.",
      "text_native": "ये आपका सर शुभ नाम बता दो मैं सेव कर देता हूं आपका।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 48,
      "speaker": "customer",
      "start_s": 85.9,
      "end_s": 87.6,
      "text_en": "My name is Dhruv Sharma, sir. Dhruva Sharma.",
      "text_native": "ध्रुव शर्मा नाम है मेरा सर। ध्रुवा शर्मा।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 49,
      "speaker": "agent",
      "start_s": 87.8,
      "end_s": 88.8,
      "text_en": "Okay sir, thank you.",
      "text_native": "ओके सर थैंक यू।"
    },
    {
      "ucid": "21112178973335191",
      "idx": 50,
      "speaker": "customer",
      "start_s": 89.2,
      "end_s": 89.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973335191",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One. Am I speaking with Deepak ji?",
      "comment": "Agent successfully greeted the customer, stated the company name, and used the customer's name."
    },
    {
      "ucid": "21112178973335191",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement for sheet metals etc. right now?",
      "comment": "Agent did not lead with a supply or price hook; instead, they immediately asked for a requirement, which is not the supply-led pitch structure."
    },
    {
      "ucid": "21112178973335191",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions about the customer's business, volume, or current suppliers. The conversation was driven by customer questions."
    },
    {
      "ucid": "21112178973335191",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "It's not a dealer, sir, our district... we have our own, it's a stockyard.",
      "comment": "Agent did not proactively pitch any USPs. The mention of the stockyard and direct billing was a reactive answer to a direct customer question, not a pitch."
    },
    {
      "ucid": "21112178973335191",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement for sheet metals etc. right now?",
      "comment": "Agent successfully asked if a current requirement exists, which is the first part of qualification. The customer had no requirement, so no further details could be captured."
    },
    {
      "ucid": "21112178973335191",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I will let you know.",
      "comment": "Agent did not establish a committed next step. The call ended after the customer's non-committal statement, without a scheduled callback or quote."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}