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  "english_text": "[5s] AGENT: Hello?\n[6s] AGENT: Hello? Uh am I speaking with Namrata Vilas?   (Hello? Uh Namrata Vilas se baat kar rahe?)\n[9s] CUSTOMER: Hello, I am his assistant speaking.   (Hello, main unka assistant bol raha hoon.)\n[11s] AGENT: What is your name?   (Kya naam hai aapka?)\n[12s] CUSTOMER: I am his assistant speaking. My name is Prathmesh.   (Main unka assistant bol raha hoon. Prathmesh naam hai mera.)\n[14s] AGENT: Okay. Okay. Prathmesh ji, good morning. This is Rohit Mishra calling from JSW.   (Okay. Okay. Prathmesh ji, good morning. Rohit Mishra baat kar raha tha JSW se.)\n[17s] CUSTOMER: Yes, yes sir. Good morning.   (Haan, ji sir. Good morning.)\n[19s] AGENT: Good morning. This Namrata Vilas Valse, your company is showing up.   (Good morning. Yeh Namrata Vilas Valse karke aapki company dikhi hai.)\n[22s] CUSTOMER: Yes, yes.   (Haan haan.)\n[23s] AGENT: So you had created some enquiry for TMT?   (Toh aapne kuch enquiry banayi thi TMT ke liye?)\n[25s] CUSTOMER: Yes, had made an enquiry for TMT.   (Haan, TMT ki enquiry ki thi.)\n[26s] AGENT: For TMT and cement, right?   (TMT and cement ki, right?)\n[27s] CUSTOMER: Yes, in the application.   (Haan, application mein.)\n[28s] AGENT: On the app. Okay okay. Is this for your own use?   (App pe. Okay okay. Yeh aapka khud ke liye use ke liye hai?)\n[30s] CUSTOMER: Yes, it's for our own use. We have a company. What we do is, we purchase material in full quantity.   (Haan, khud ke use ke liye hai. Hamara company hai. Hum kya karte hai, poora quantity mein material purchase karte hai.)\n[35s] AGENT: You purchase material in quantity.   (Quantity mein material purchase karte hai.)\n[36s] CUSTOMER: Yes.   (Haan.)\n[37s] AGENT: And then you do trading of it?   (Aur fir trading karte hai uska?)\n[38s] CUSTOMER: No, what we have is government contractor work, for that...   (Nahi, hamara jo hai, government contractor ka kaam hota hai na, uske liye...)\n[40s] AGENT: Contract... it's contractual work. So for this specific order you have, do you have a work order for it?   (Contract... contractual kaam hai. Toh yeh jo aapka specific order hai, iske paas... iske liye aapke paas work order hai aapke?)\n[43s] CUSTOMER: Yes, we have a work order, sir.   (Haan, work order hai na sir.)\n[44s] AGENT: You have it, right? Okay. I will share some of my details with you on WhatsApp. You share the work order with me once, I will provide you with a quotation, okay?   (Hai na? Okay. Main aapko WhatsApp pe na, ek apna kuch details share karta hoon. Aap mujhe ek baar work order share kar dijiye, main aapko quotation provide karta hoon, theek hai?)\n[50s] CUSTOMER: Yes, okay sir, okay.   (Haan, theek hai sir, theek hai.)\n[51s] AGENT: And do you have, I mean, any make preference?   (Aur aapko matlab koi aisa make preference hai aapka?)\n[53s] CUSTOMER: My make preference is that, when I purchase from here at the local rate, I pay two rupees more. That's why my go-down, I have to stock it in the go-down. After that, wherever my work is going on, there...   (Mera make preference yeh hai ki mera na, jo main idhar se local rate se kharidi karta hoon na, toh mera do rupaye zyada jaata hai. Isliye mera jo go-down hai na, go-down mein stock karne ka. Uske baad hai na, jidhar mera kaam chalu hai udhar...)\n[60s] AGENT: How much... how many tons will it be now? 20 tons?   (Kitna... kitna ton rahega abhi? 20 ton?)\n[61s] CUSTOMER: No, the quantity is around 10-15 tons right now.   (Nahi, 10-15 ton ke kareeb hai abhi quantity.)\n[64s] AGENT: Hmm.\n[64s] CUSTOMER: Okay. Like for cement bags also, what we do is, we have our own OPC, we have a go-down. We stock it at the go-down itself, and after that, we take the material to the site. 100 bags, 200 bags, as required, that's what we do.   (Achha. Jaise cement bag ka bhi kya karte hai, hum OPC khud ka hai na, go-down hai. Go-down pe hi na stock karte hai, uske baad material side pe leke jaate hai. 100 bag, 200 bag, jaisa lagta hai waisa, aisa karte hai.)\n[70s] AGENT: But what will be the make? You have chosen that one, Kanika's, on the platform. So, I mean, what we have is, we provide JSW, MTC, BMM, then SAIL, Tata, we have all of these with us.   (Lekin make kya rahega? Aapne ek woh Kanika ka choose kiya hai platform pe. Toh matlab hum kya hai, JSW dete hai, MTC dete hai, BMM dete hai, fir SAIL, Tata, yeh saara hai hi apne paas.)\n[76s] CUSTOMER: JSW and Kanika, both will be fine.   (JSW aur Kanika dono hoga toh bhi chalega.)\n[78s] AGENT: Okay, okay. Meaning you need it in secondary, right?   (Theek hai, theek hai. Matlab secondary mein chahiye aapko, hai na?)\n[80s] CUSTOMER: Yes.   (Haan.)\n[80s] AGENT: Okay. I will check once and let you know. And in cement, what do you have?   (Theek hai. Main ek baar check karke aapko bata deta hoon. Aur cement mein aapka kya hai?)\n[83s] CUSTOMER: My cement was Birla A1.   (Cement mera Birla A1 tha.)\n[84s] AGENT: 600... you need Birla?   (600... Birla chahiye aapko?)\n[85s] CUSTOMER: Birla A1. OPC 53.\n[87s] AGENT: OPC yes, OPC 53. Okay, okay.   (OPC haan, OPC 53. Theek hai, theek hai.)\n[88s] CUSTOMER: Okay.   (Theek hai.)\n[89s] AGENT: Okay. And the grade you have selected, that is, I mean, one of the premium grades. So its rate will also be higher if you compare it with local or from anywhere else. It will be about 300 rupees higher. 300 plus.   (Theek hai. Aur jo grade aapne select kiya hai, woh sabse matlab ek one of the premium grade aata hai. Toh fir uska rate bhi agar aap local se ya fir kahin se compare karenge toh upar rahega. Ab 300 rupaye upar hi rahega. 300 plus.)\n[95s] CUSTOMER: 300 higher... it will be above 300?   (300 upar... 300 ke upar hi rahega kya?)\n[97s] AGENT: It will be above 300. GST, loading, unloading, everything included.   (300 ke upar hi rahega. GST, loading, unloading, everything included.)\n[99s] CUSTOMER: It will be included in that?   (Include rahega usme?)\n[100s] AGENT: Yes, yes, yes. Transport...   (Haan haan haan. Transport...)\n[101s] CUSTOMER: Transport will be included.   (Transport included rahega.)\n[102s] AGENT: You will get the delivery.   (Delivery aapko mil jaayega.)\n[103s] CUSTOMER: Yes, right. Okay sir, okay. WhatsApp me the full details.   (Haan, right. Theek hai sir, theek hai. Mereko WhatsApp kar do na woh poora details mein.)\n[106s] AGENT: I'll do it. You send me the work order... I have sent it. You share the work order with me first, yes.   (Kar deta hoon main. Aap mujhe work order... kar diya hai maine. Aap mujhe work order share kar do pehle, haan.)\n[108s] CUSTOMER: Yes, yes. Okay sir, okay. Do it.   (Haan, haan. Theek hai sir, theek hai. Kar do.)\n[110s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 50,
  "connected": 1,
  "audio_notes": "noisy: There is significant background chatter, likely from a call center, but the main speakers are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "50 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When the customer asks for a quote, commit to a specific timeline (e.g., 'within 30 minutes') to show professionalism, instead of just saying you'll send it after they complete a task.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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, an assistant for a government contractor, enquired about 10-15 MT of TMT (open to JSW or Kanika) and Birla A1 cement. The agent identified the customer's segment and product needs. The call ended with the agent requesting the customer to share their work order via WhatsApp, after which a quotation would be provided.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So you had created some enquiry for TMT?\", \"comment\": \"The agent correctly acknowledged the customer's enquiry on the platform at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent confirmed product (TMT/Cement) and quantity (10-15 tons) but failed to revalidate delivery location, timeline, or specific TMT dimensions.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Is this for your own use? ... And do you have, I mean, any make preference?\", \"comment\": \"Agent successfully discovered the end application (contractor) and brand preferences, but did not ask about monthly volume, share of wallet, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price or commit to a specific timeline for the quotation, instead making it conditional on the customer sending a work order first.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So you had created some enquiry for TMT? ... we provide JSW, MTC, BMM, then SAIL, Tata, yeh saara hai hi apne paas.\", \"comment\": \"The agent correctly referenced the platform enquiry and only offered relevant alternative products when discussing brand options, without a generic portfolio pitch.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When the customer asks for a quote, commit to a specific timeline (e.g., 'within 30 minutes') to show professionalism, instead of just saying you'll send it after they complete a task.\", \"segment_detected\": \"construction\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"WhatsApp me the full details.\", \"response\": \"I'll do it. You send me the work order... I have sent it. You share the work order with me first, yes.\"}], \"call_summary\": \"The customer, an assistant for a government contractor, enquired about 10-15 MT of TMT (open to JSW or Kanika) and Birla A1 cement. The agent identified the customer's segment and product needs. The call ended with the agent requesting the customer to share their work order via WhatsApp, after which a quotation would be provided.\"}",
  "error": null,
  "latency_ms": 31626,
  "input_tokens": 4759,
  "output_tokens": 832,
  "created_at": "2026-09-03 09:30:17",
  "sentiment": "neutral",
  "sentiment_score": -0.061,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 12,
  "lex_hits": 20,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.555,
  "agent_talk_sec": 50.4,
  "customer_talk_sec": 40.4,
  "dead_air_sec": 142.2,
  "longest_monologue_sec": 6.3,
  "agent_wpm": 358.3,
  "interruptions": 0,
  "agent_turns": 26,
  "customer_turns": 24,
  "discovery_qs": 18,
  "words_agent": 301,
  "words_customer": 227,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178409103230",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.18,
      "end_s": 5.6,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 7.88,
      "text_en": "Hello? Uh am I speaking with Namrata Vilas?",
      "text_native": "Hello? Uh Namrata Vilas se baat kar rahe?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 10.11,
      "text_en": "Hello, I am his assistant speaking.",
      "text_native": "Hello, main unka assistant bol raha hoon."
    },
    {
      "ucid": "34972178409103230",
      "idx": 3,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 11.43,
      "text_en": "What is your name?",
      "text_native": "Kya naam hai aapka?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.88,
      "end_s": 13.48,
      "text_en": "I am his assistant speaking. My name is Prathmesh.",
      "text_native": "Main unka assistant bol raha hoon. Prathmesh naam hai mera."
    },
    {
      "ucid": "34972178409103230",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.58,
      "end_s": 16.8,
      "text_en": "Okay. Okay. Prathmesh ji, good morning. This is Rohit Mishra calling from JSW.",
      "text_native": "Okay. Okay. Prathmesh ji, good morning. Rohit Mishra baat kar raha tha JSW se."
    },
    {
      "ucid": "34972178409103230",
      "idx": 6,
      "speaker": "customer",
      "start_s": 17.3,
      "end_s": 18.4,
      "text_en": "Yes, yes sir. Good morning.",
      "text_native": "Haan, ji sir. Good morning."
    },
    {
      "ucid": "34972178409103230",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 21.4,
      "text_en": "Good morning. This Namrata Vilas Valse, your company is showing up.",
      "text_native": "Good morning. Yeh Namrata Vilas Valse karke aapki company dikhi hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 22.1,
      "text_en": "Yes, yes.",
      "text_native": "Haan haan."
    },
    {
      "ucid": "34972178409103230",
      "idx": 9,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 24.8,
      "text_en": "So you had created some enquiry for TMT?",
      "text_native": "Toh aapne kuch enquiry banayi thi TMT ke liye?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 10,
      "speaker": "customer",
      "start_s": 25.2,
      "end_s": 26.2,
      "text_en": "Yes, had made an enquiry for TMT.",
      "text_native": "Haan, TMT ki enquiry ki thi."
    },
    {
      "ucid": "34972178409103230",
      "idx": 11,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 27.2,
      "text_en": "For TMT and cement, right?",
      "text_native": "TMT and cement ki, right?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.3,
      "end_s": 28.0,
      "text_en": "Yes, in the application.",
      "text_native": "Haan, application mein."
    },
    {
      "ucid": "34972178409103230",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.3,
      "end_s": 30.0,
      "text_en": "On the app. Okay okay. Is this for your own use?",
      "text_native": "App pe. Okay okay. Yeh aapka khud ke liye use ke liye hai?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.4,
      "end_s": 34.0,
      "text_en": "Yes, it's for our own use. We have a company. What we do is, we purchase material in full quantity.",
      "text_native": "Haan, khud ke use ke liye hai. Hamara company hai. Hum kya karte hai, poora quantity mein material purchase karte hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 35.9,
      "text_en": "You purchase material in quantity.",
      "text_native": "Quantity mein material purchase karte hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.0,
      "end_s": 36.2,
      "text_en": "Yes.",
      "text_native": "Haan."
    },
    {
      "ucid": "34972178409103230",
      "idx": 17,
      "speaker": "agent",
      "start_s": 36.6,
      "end_s": 37.5,
      "text_en": "And then you do trading of it?",
      "text_native": "Aur fir trading karte hai uska?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 18,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 40.2,
      "text_en": "No, what we have is government contractor work, for that...",
      "text_native": "Nahi, hamara jo hai, government contractor ka kaam hota hai na, uske liye..."
    },
    {
      "ucid": "34972178409103230",
      "idx": 19,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 43.0,
      "text_en": "Contract... it's contractual work. So for this specific order you have, do you have a work order for it?",
      "text_native": "Contract... contractual kaam hai. Toh yeh jo aapka specific order hai, iske paas... iske liye aapke paas work order hai aapke?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 20,
      "speaker": "customer",
      "start_s": 43.4,
      "end_s": 44.3,
      "text_en": "Yes, we have a work order, sir.",
      "text_native": "Haan, work order hai na sir."
    },
    {
      "ucid": "34972178409103230",
      "idx": 21,
      "speaker": "agent",
      "start_s": 44.4,
      "end_s": 49.4,
      "text_en": "You have it, right? Okay. I will share some of my details with you on WhatsApp. You share the work order with me once, I will provide you with a quotation, okay?",
      "text_native": "Hai na? Okay. Main aapko WhatsApp pe na, ek apna kuch details share karta hoon. Aap mujhe ek baar work order share kar dijiye, main aapko quotation provide karta hoon, theek hai?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.6,
      "end_s": 50.5,
      "text_en": "Yes, okay sir, okay.",
      "text_native": "Haan, theek hai sir, theek hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 23,
      "speaker": "agent",
      "start_s": 50.8,
      "end_s": 52.2,
      "text_en": "And do you have, I mean, any make preference?",
      "text_native": "Aur aapko matlab koi aisa make preference hai aapka?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 24,
      "speaker": "customer",
      "start_s": 52.6,
      "end_s": 59.8,
      "text_en": "My make preference is that, when I purchase from here at the local rate, I pay two rupees more. That's why my go-down, I have to stock it in the go-down. After that, wherever my work is going on, there...",
      "text_native": "Mera make preference yeh hai ki mera na, jo main idhar se local rate se kharidi karta hoon na, toh mera do rupaye zyada jaata hai. Isliye mera jo go-down hai na, go-down mein stock karne ka. Uske baad hai na, jidhar mera kaam chalu hai udhar..."
    },
    {
      "ucid": "34972178409103230",
      "idx": 25,
      "speaker": "agent",
      "start_s": 59.8,
      "end_s": 60.9,
      "text_en": "How much... how many tons will it be now? 20 tons?",
      "text_native": "Kitna... kitna ton rahega abhi? 20 ton?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 26,
      "speaker": "customer",
      "start_s": 61.2,
      "end_s": 63.2,
      "text_en": "No, the quantity is around 10-15 tons right now.",
      "text_native": "Nahi, 10-15 ton ke kareeb hai abhi quantity."
    },
    {
      "ucid": "34972178409103230",
      "idx": 27,
      "speaker": "agent",
      "start_s": 63.5,
      "end_s": 63.8,
      "text_en": "Hmm.",
      "text_native": "Hmm."
    },
    {
      "ucid": "34972178409103230",
      "idx": 28,
      "speaker": "customer",
      "start_s": 64.2,
      "end_s": 69.8,
      "text_en": "Okay. Like for cement bags also, what we do is, we have our own OPC, we have a go-down. We stock it at the go-down itself, and after that, we take the material to the site. 100 bags, 200 bags, as required, that's what we do.",
      "text_native": "Achha. Jaise cement bag ka bhi kya karte hai, hum OPC khud ka hai na, go-down hai. Go-down pe hi na stock karte hai, uske baad material side pe leke jaate hai. 100 bag, 200 bag, jaisa lagta hai waisa, aisa karte hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 29,
      "speaker": "agent",
      "start_s": 69.8,
      "end_s": 75.2,
      "text_en": "But what will be the make? You have chosen that one, Kanika's, on the platform. So, I mean, what we have is, we provide JSW, MTC, BMM, then SAIL, Tata, we have all of these with us.",
      "text_native": "Lekin make kya rahega? Aapne ek woh Kanika ka choose kiya hai platform pe. Toh matlab hum kya hai, JSW dete hai, MTC dete hai, BMM dete hai, fir SAIL, Tata, yeh saara hai hi apne paas."
    },
    {
      "ucid": "34972178409103230",
      "idx": 30,
      "speaker": "customer",
      "start_s": 75.8,
      "end_s": 77.8,
      "text_en": "JSW and Kanika, both will be fine.",
      "text_native": "JSW aur Kanika dono hoga toh bhi chalega."
    },
    {
      "ucid": "34972178409103230",
      "idx": 31,
      "speaker": "agent",
      "start_s": 78.0,
      "end_s": 79.6,
      "text_en": "Okay, okay. Meaning you need it in secondary, right?",
      "text_native": "Theek hai, theek hai. Matlab secondary mein chahiye aapko, hai na?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 32,
      "speaker": "customer",
      "start_s": 79.8,
      "end_s": 80.1,
      "text_en": "Yes.",
      "text_native": "Haan."
    },
    {
      "ucid": "34972178409103230",
      "idx": 33,
      "speaker": "agent",
      "start_s": 80.5,
      "end_s": 82.8,
      "text_en": "Okay. I will check once and let you know. And in cement, what do you have?",
      "text_native": "Theek hai. Main ek baar check karke aapko bata deta hoon. Aur cement mein aapka kya hai?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 34,
      "speaker": "customer",
      "start_s": 83.1,
      "end_s": 84.2,
      "text_en": "My cement was Birla A1.",
      "text_native": "Cement mera Birla A1 tha."
    },
    {
      "ucid": "34972178409103230",
      "idx": 35,
      "speaker": "agent",
      "start_s": 84.3,
      "end_s": 85.2,
      "text_en": "600... you need Birla?",
      "text_native": "600... Birla chahiye aapko?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 36,
      "speaker": "customer",
      "start_s": 85.4,
      "end_s": 86.6,
      "text_en": "Birla A1. OPC 53.",
      "text_native": "Birla A1. OPC 53."
    },
    {
      "ucid": "34972178409103230",
      "idx": 37,
      "speaker": "agent",
      "start_s": 86.6,
      "end_s": 88.0,
      "text_en": "OPC yes, OPC 53. Okay, okay.",
      "text_native": "OPC haan, OPC 53. Theek hai, theek hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 38,
      "speaker": "customer",
      "start_s": 88.0,
      "end_s": 88.4,
      "text_en": "Okay.",
      "text_native": "Theek hai."
    },
    {
      "ucid": "34972178409103230",
      "idx": 39,
      "speaker": "agent",
      "start_s": 88.9,
      "end_s": 95.2,
      "text_en": "Okay. And the grade you have selected, that is, I mean, one of the premium grades. So its rate will also be higher if you compare it with local or from anywhere else. It will be about 300 rupees higher. 300 plus.",
      "text_native": "Theek hai. Aur jo grade aapne select kiya hai, woh sabse matlab ek one of the premium grade aata hai. Toh fir uska rate bhi agar aap local se ya fir kahin se compare karenge toh upar rahega. Ab 300 rupaye upar hi rahega. 300 plus."
    },
    {
      "ucid": "34972178409103230",
      "idx": 40,
      "speaker": "customer",
      "start_s": 95.2,
      "end_s": 96.8,
      "text_en": "300 higher... it will be above 300?",
      "text_native": "300 upar... 300 ke upar hi rahega kya?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 41,
      "speaker": "agent",
      "start_s": 97.0,
      "end_s": 99.2,
      "text_en": "It will be above 300. GST, loading, unloading, everything included.",
      "text_native": "300 ke upar hi rahega. GST, loading, unloading, everything included."
    },
    {
      "ucid": "34972178409103230",
      "idx": 42,
      "speaker": "customer",
      "start_s": 99.4,
      "end_s": 100.1,
      "text_en": "It will be included in that?",
      "text_native": "Include rahega usme?"
    },
    {
      "ucid": "34972178409103230",
      "idx": 43,
      "speaker": "agent",
      "start_s": 100.4,
      "end_s": 101.2,
      "text_en": "Yes, yes, yes. Transport...",
      "text_native": "Haan haan haan. Transport..."
    },
    {
      "ucid": "34972178409103230",
      "idx": 44,
      "speaker": "customer",
      "start_s": 101.2,
      "end_s": 102.0,
      "text_en": "Transport will be included.",
      "text_native": "Transport included rahega."
    },
    {
      "ucid": "34972178409103230",
      "idx": 45,
      "speaker": "agent",
      "start_s": 102.0,
      "end_s": 103.0,
      "text_en": "You will get the delivery.",
      "text_native": "Delivery aapko mil jaayega."
    },
    {
      "ucid": "34972178409103230",
      "idx": 46,
      "speaker": "customer",
      "start_s": 103.4,
      "end_s": 105.6,
      "text_en": "Yes, right. Okay sir, okay. WhatsApp me the full details.",
      "text_native": "Haan, right. Theek hai sir, theek hai. Mereko WhatsApp kar do na woh poora details mein."
    },
    {
      "ucid": "34972178409103230",
      "idx": 47,
      "speaker": "agent",
      "start_s": 105.8,
      "end_s": 108.2,
      "text_en": "I'll do it. You send me the work order... I have sent it. You share the work order with me first, yes.",
      "text_native": "Kar deta hoon main. Aap mujhe work order... kar diya hai maine. Aap mujhe work order share kar do pehle, haan."
    },
    {
      "ucid": "34972178409103230",
      "idx": 48,
      "speaker": "customer",
      "start_s": 108.2,
      "end_s": 109.4,
      "text_en": "Yes, yes. Okay sir, okay. Do it.",
      "text_native": "Haan, haan. Theek hai sir, theek hai. Kar do."
    },
    {
      "ucid": "34972178409103230",
      "idx": 49,
      "speaker": "agent",
      "start_s": 109.6,
      "end_s": 109.9,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "34972178409103230",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "So you had created some enquiry for TMT?",
      "comment": "The agent correctly acknowledged the customer's enquiry on the platform at the start of the call."
    },
    {
      "ucid": "34972178409103230",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "Agent confirmed product (TMT/Cement) and quantity (10-15 tons) but failed to revalidate delivery location, timeline, or specific TMT dimensions."
    },
    {
      "ucid": "34972178409103230",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 2,
      "evidence": "Is this for your own use? ... And do you have, I mean, any make preference?",
      "comment": "Agent successfully discovered the end application (contractor) and brand preferences, but did not ask about monthly volume, share of wallet, or payment terms."
    },
    {
      "ucid": "34972178409103230",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a price or commit to a specific timeline for the quotation, instead making it conditional on the customer sending a work order first."
    },
    {
      "ucid": "34972178409103230",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "So you had created some enquiry for TMT? ... we provide JSW, MTC, BMM, then SAIL, Tata, yeh saara hai hi apne paas.",
      "comment": "The agent correctly referenced the platform enquiry and only offered relevant alternative products when discussing brand options, without a generic portfolio pitch."
    }
  ],
  "objections": [
    {
      "ucid": "34972178409103230",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "WhatsApp me the full details.",
      "response": "I'll do it. You send me the work order... I have sent it. You share the work order with me first, yes."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}