{
  "ucid": "34972178962664341",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 12:00:43",
  "end_time": "2026-09-17 12:02:58",
  "duration_sec": 135,
  "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/DIA18f2a3fcb30aafe765ca81829d22b409.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1622,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962664341__DIA18f2a3fcb30aafe765ca81829d22b409.mp3",
  "audio_bytes": 366768,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 122.256,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (હેલો)\n[1s] AGENT: Hello   (હેલો)\n[2s] AGENT: Hello Jitendra bhai, Ronak Mehta speaking from JSW One.   (હેલો જીતેન્દ્ર ભાઈ, રોનક મહેતા વાત કરું છું ફ્રોમ JSW One.)\n[4s] CUSTOMER: Hello   (હેલો)\n[5s] CUSTOMER: Yes, tell me, brother.   (હા બોલો ભાઈ.)\n[6s] AGENT: Sir, is there any requirement, sir, for CR sheet?   (સર, requirement આવે છે સર, CR sheet માં કઈ?)\n[7s] CUSTOMER: Your price doesn't get set with us.   (તમારો price માં સેટ થતું નથી થતું આપણી સાથે.)\n[10s] AGENT: Which material do you buy, sir?   (તમે કયું મટીરીયલ લો છો, સાહેબ?)\n[11s] CUSTOMER: CR.\n[12s] AGENT: In CR, sir...   (CR માં સાહેબ...)\n[12s] CUSTOMER: 1.2 and 1.5.\n[13s] AGENT: Understood. In which brand?   (Understood. કયા brand માં?)\n[14s] CUSTOMER: What are you saying?   (શું કયો છો?)\n[15s] AGENT: In which brand? Which material?   (કયા brand માં? કયા મટીરીયલ?)\n[16s] CUSTOMER: CR, CR 1.5 and 1.2.   (CR, CR 1.5 અને 1.2.)\n[18s] AGENT: Okay, and which company's do you buy?   (Okay, અને કયા કંપની નું લો છો?)\n[20s] CUSTOMER: It's not of a specific company. This AMNS comes, JSW comes, Tata comes, mix of whatever...   (એવું કંપની નું નો હોય. આ AMNS આવે, JSW આવે, Tata આવે, mix નો જે...)\n[23s] AGENT: Mix, mix... oh, in mix whatever... okay.   (Mix, mix... અચ્છા mix માં જે... okay.)\n[25s] CUSTOMER: Wherever it seems reasonable, we have to buy that.   (જ્યાં reasonable લાગે એ લેવાનું હોય.)\n[27s] AGENT: I see. And what... what do you manufacture?   (અચ્છા. અને તમે શું... શું manufacturing કરો છો?)\n[29s] CUSTOMER: We make panels.   (અમે panel બનાવીએ છીએ.)\n[30s] AGENT: Panels?\n[31s] CUSTOMER: Hm.   (હમ.)\n[31s] AGENT: Okay.\n[32s] AGENT: Hm hm hm hm hm. It will work. If there is any requirement coming up now, then I will talk later about the pricing.   (હમ હમ હમ હમ હમ. ચાલશે. અત્યારે કઈ requirement આવી રહી છે તો મેં વાત કરું પછી આગળનું pricing માટે.)\n[37s] CUSTOMER: Sir, it's not getting set. I need CR right now. I need both 1.2 and 1.5. Four tons each.   (સાહેબ નથી સેટ થતું. મારે CR જોઈએ છે અત્યારે. 1.2 ને 1.5 બંને જોઈએ છે. ચાર ચાર ton.)\n[40s] AGENT: What size? In 1500 by 3000?   (Size શું? 1500 by 3000 માં?)\n[42s] CUSTOMER: Yes, 1500 by 3000.   (હા, 1500 by 3000.)\n[44s] AGENT: Okay, okay. What was the difference last time?   (Okay, okay. કેટલો difference આવ્યો તો last time?)\n[46s] CUSTOMER: Four, a difference of three to four rupees comes.   (ચાર, ત્રણ ચાર રૂપિયાનો આવે.)\n[48s] AGENT: Of three to four rupees?   (ત્રણ ચાર રૂપિયાનો?)\n[49s] CUSTOMER: Hm.   (હમ.)\n[49s] AGENT: Hm hm hm hm. It will work, I'll see once what best can be done. I'll tell you.   (હમ હમ હમ હમ. ચાલશે, એક વાર હું જોઉં છું શું best થઈ શકે છે. તમને કહું.)\n[53s] CUSTOMER: Yes, look, on WhatsApp, CR 1.2 and 1.5, okay? Both...   (હા, જો WhatsApp પર CR 1.2 અને 1.5, બરાબર? બંને...)\n[56s] AGENT: Okay.\n[56s] CUSTOMER: Four tons each.   (ચાર ચાર ton.)\n[57s] AGENT: Okay. Four tons each, both?   (Okay. ચાર ચાર ton ને બંને?)\n[58s] CUSTOMER: Hm. Yes, and I need delivery in Surat Kamrej, okay?   (હમ. હા, અને સુરત કામરેજ delivery જોઈએ છે, બરાબર?)\n[101s] AGENT: Surat... one second, I must have your location in this. In Surat, it's ahead, right? Kamrej Udyog Nagar.   (સુરત... એક સેકન્ડ, તમારું location મારી પાસે આમાં હશે. સુરતમાં અહીંયા આગળ છે ને કામરેજ ઉદ્યોગ નગર.)\n[104s] CUSTOMER: Hm.   (હમ.)\n[105s] AGENT: 394185 is the pincode, correct?   (394185 pincode છે, correct?)\n[107s] CUSTOMER: Okay.\n[108s] AGENT: Okay. It will work, I will talk to you and I will do it, sir, I will update you.   (Okay. ચાલશે, તમને હું વાત કરીને તમને હું કરું છું સાહેબ, update કરું છું તમને.)\n[111s] CUSTOMER: Yes. Yes, do it for me.   (હા. હા, કરો મને.)\n[113s] AGENT: Okay.",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 45,
  "connected": 1,
  "audio_notes": "clear: The conversation is a clear code-mixed exchange with frequent use of English steel trade vocabulary.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "45 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer immediately objects on price, use it as a cue to discuss total landed cost and our value propositions, rather than just promising to check the price and get back.",
  "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 customer, a panel manufacturer, has an immediate requirement for 8 MT of CR sheets but opened the call stating JSW's price is not competitive. The agent gathered the specific material dimensions and location but did not handle the price objection on the call. The call ended with the agent promising to check for the best possible price and update the customer.",
  "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, jumping straight into the sales question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"And what... what do you manufacture?\", \"comment\": \"Agent only asked what the customer manufactures and which brands they buy, missing 4 of the 6 key discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, even after the customer raised a clear price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"What size? In 1500 by 3000?\", \"comment\": \"Agent successfully captured the core requirement details (thickness, size, quantity, location) needed to prepare a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will update you.\", \"comment\": \"The next step was a vague promise to 'update', not a committed quote turnaround time or a specific callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately objects on price, use it as a cue to discuss total landed cost and our value propositions, rather than just promising to check the price and get back.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Your price doesn't get set with us.\", \"response\": \"It will work, I'll see once what best can be done. I'll tell you.\"}], \"call_summary\": \"The customer, a panel manufacturer, has an immediate requirement for 8 MT of CR sheets but opened the call stating JSW's price is not competitive. The agent gathered the specific material dimensions and location but did not handle the price objection on the call. The call ended with the agent promising to check for the best possible price and update the customer.\"}",
  "error": null,
  "latency_ms": 31305,
  "input_tokens": 3997,
  "output_tokens": 807,
  "created_at": "2026-09-25 12:05:23",
  "sentiment": "positive",
  "sentiment_score": 0.411,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 0,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.353,
  "agent_talk_sec": 37.7,
  "customer_talk_sec": 69.0,
  "dead_air_sec": 28.3,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 272.1,
  "interruptions": 0,
  "agent_turns": 23,
  "customer_turns": 22,
  "discovery_qs": 15,
  "words_agent": 171,
  "words_customer": 127,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178962664341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.7,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178962664341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.9,
      "end_s": 1.3,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178962664341",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 4.2,
      "text_en": "Hello Jitendra bhai, Ronak Mehta speaking from JSW One.",
      "text_native": "હેલો જીતેન્દ્ર ભાઈ, રોનક મહેતા વાત કરું છું ફ્રોમ JSW One."
    },
    {
      "ucid": "34972178962664341",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 4.6,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178962664341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.4,
      "text_en": "Yes, tell me, brother.",
      "text_native": "હા બોલો ભાઈ."
    },
    {
      "ucid": "34972178962664341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 7.2,
      "text_en": "Sir, is there any requirement, sir, for CR sheet?",
      "text_native": "સર, requirement આવે છે સર, CR sheet માં કઈ?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 9.6,
      "text_en": "Your price doesn't get set with us.",
      "text_native": "તમારો price માં સેટ થતું નથી થતું આપણી સાથે."
    },
    {
      "ucid": "34972178962664341",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 11.1,
      "text_en": "Which material do you buy, sir?",
      "text_native": "તમે કયું મટીરીયલ લો છો, સાહેબ?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 11.6,
      "text_en": "CR.",
      "text_native": "CR."
    },
    {
      "ucid": "34972178962664341",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.6,
      "end_s": 12.2,
      "text_en": "In CR, sir...",
      "text_native": "CR માં સાહેબ..."
    },
    {
      "ucid": "34972178962664341",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.8,
      "text_en": "1.2 and 1.5.",
      "text_native": "1.2 and 1.5."
    },
    {
      "ucid": "34972178962664341",
      "idx": 11,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 13.9,
      "text_en": "Understood. In which brand?",
      "text_native": "Understood. કયા brand માં?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 12,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 14.8,
      "text_en": "What are you saying?",
      "text_native": "શું કયો છો?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 13,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 16.1,
      "text_en": "In which brand? Which material?",
      "text_native": "કયા brand માં? કયા મટીરીયલ?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 14,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 18.0,
      "text_en": "CR, CR 1.5 and 1.2.",
      "text_native": "CR, CR 1.5 અને 1.2."
    },
    {
      "ucid": "34972178962664341",
      "idx": 15,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 19.6,
      "text_en": "Okay, and which company's do you buy?",
      "text_native": "Okay, અને કયા કંપની નું લો છો?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 16,
      "speaker": "customer",
      "start_s": 19.7,
      "end_s": 23.0,
      "text_en": "It's not of a specific company. This AMNS comes, JSW comes, Tata comes, mix of whatever...",
      "text_native": "એવું કંપની નું નો હોય. આ AMNS આવે, JSW આવે, Tata આવે, mix નો જે..."
    },
    {
      "ucid": "34972178962664341",
      "idx": 17,
      "speaker": "agent",
      "start_s": 23.0,
      "end_s": 24.8,
      "text_en": "Mix, mix... oh, in mix whatever... okay.",
      "text_native": "Mix, mix... અચ્છા mix માં જે... okay."
    },
    {
      "ucid": "34972178962664341",
      "idx": 18,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 26.6,
      "text_en": "Wherever it seems reasonable, we have to buy that.",
      "text_native": "જ્યાં reasonable લાગે એ લેવાનું હોય."
    },
    {
      "ucid": "34972178962664341",
      "idx": 19,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 28.6,
      "text_en": "I see. And what... what do you manufacture?",
      "text_native": "અચ્છા. અને તમે શું... શું manufacturing કરો છો?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 20,
      "speaker": "customer",
      "start_s": 28.7,
      "end_s": 30.0,
      "text_en": "We make panels.",
      "text_native": "અમે panel બનાવીએ છીએ."
    },
    {
      "ucid": "34972178962664341",
      "idx": 21,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 30.6,
      "text_en": "Panels?",
      "text_native": "Panels?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 22,
      "speaker": "customer",
      "start_s": 30.7,
      "end_s": 31.1,
      "text_en": "Hm.",
      "text_native": "હમ."
    },
    {
      "ucid": "34972178962664341",
      "idx": 23,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 31.7,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "34972178962664341",
      "idx": 24,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 36.5,
      "text_en": "Hm hm hm hm hm. It will work. If there is any requirement coming up now, then I will talk later about the pricing.",
      "text_native": "હમ હમ હમ હમ હમ. ચાલશે. અત્યારે કઈ requirement આવી રહી છે તો મેં વાત કરું પછી આગળનું pricing માટે."
    },
    {
      "ucid": "34972178962664341",
      "idx": 25,
      "speaker": "customer",
      "start_s": 36.7,
      "end_s": 40.5,
      "text_en": "Sir, it's not getting set. I need CR right now. I need both 1.2 and 1.5. Four tons each.",
      "text_native": "સાહેબ નથી સેટ થતું. મારે CR જોઈએ છે અત્યારે. 1.2 ને 1.5 બંને જોઈએ છે. ચાર ચાર ton."
    },
    {
      "ucid": "34972178962664341",
      "idx": 26,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 41.9,
      "text_en": "What size? In 1500 by 3000?",
      "text_native": "Size શું? 1500 by 3000 માં?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 27,
      "speaker": "customer",
      "start_s": 42.0,
      "end_s": 43.4,
      "text_en": "Yes, 1500 by 3000.",
      "text_native": "હા, 1500 by 3000."
    },
    {
      "ucid": "34972178962664341",
      "idx": 28,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 45.6,
      "text_en": "Okay, okay. What was the difference last time?",
      "text_native": "Okay, okay. કેટલો difference આવ્યો તો last time?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 29,
      "speaker": "customer",
      "start_s": 45.9,
      "end_s": 47.6,
      "text_en": "Four, a difference of three to four rupees comes.",
      "text_native": "ચાર, ત્રણ ચાર રૂપિયાનો આવે."
    },
    {
      "ucid": "34972178962664341",
      "idx": 30,
      "speaker": "agent",
      "start_s": 47.7,
      "end_s": 48.6,
      "text_en": "Of three to four rupees?",
      "text_native": "ત્રણ ચાર રૂપિયાનો?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 31,
      "speaker": "customer",
      "start_s": 48.7,
      "end_s": 49.1,
      "text_en": "Hm.",
      "text_native": "હમ."
    },
    {
      "ucid": "34972178962664341",
      "idx": 32,
      "speaker": "agent",
      "start_s": 49.2,
      "end_s": 53.0,
      "text_en": "Hm hm hm hm. It will work, I'll see once what best can be done. I'll tell you.",
      "text_native": "હમ હમ હમ હમ. ચાલશે, એક વાર હું જોઉં છું શું best થઈ શકે છે. તમને કહું."
    },
    {
      "ucid": "34972178962664341",
      "idx": 33,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 55.5,
      "text_en": "Yes, look, on WhatsApp, CR 1.2 and 1.5, okay? Both...",
      "text_native": "હા, જો WhatsApp પર CR 1.2 અને 1.5, બરાબર? બંને..."
    },
    {
      "ucid": "34972178962664341",
      "idx": 34,
      "speaker": "agent",
      "start_s": 55.5,
      "end_s": 55.9,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "34972178962664341",
      "idx": 35,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 56.8,
      "text_en": "Four tons each.",
      "text_native": "ચાર ચાર ton."
    },
    {
      "ucid": "34972178962664341",
      "idx": 36,
      "speaker": "agent",
      "start_s": 56.8,
      "end_s": 57.8,
      "text_en": "Okay. Four tons each, both?",
      "text_native": "Okay. ચાર ચાર ton ને બંને?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 37,
      "speaker": "customer",
      "start_s": 57.9,
      "end_s": 100.4,
      "text_en": "Hm. Yes, and I need delivery in Surat Kamrej, okay?",
      "text_native": "હમ. હા, અને સુરત કામરેજ delivery જોઈએ છે, બરાબર?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 38,
      "speaker": "agent",
      "start_s": 100.6,
      "end_s": 104.4,
      "text_en": "Surat... one second, I must have your location in this. In Surat, it's ahead, right? Kamrej Udyog Nagar.",
      "text_native": "સુરત... એક સેકન્ડ, તમારું location મારી પાસે આમાં હશે. સુરતમાં અહીંયા આગળ છે ને કામરેજ ઉદ્યોગ નગર."
    },
    {
      "ucid": "34972178962664341",
      "idx": 39,
      "speaker": "customer",
      "start_s": 104.5,
      "end_s": 105.0,
      "text_en": "Hm.",
      "text_native": "હમ."
    },
    {
      "ucid": "34972178962664341",
      "idx": 40,
      "speaker": "agent",
      "start_s": 105.3,
      "end_s": 107.2,
      "text_en": "394185 is the pincode, correct?",
      "text_native": "394185 pincode છે, correct?"
    },
    {
      "ucid": "34972178962664341",
      "idx": 41,
      "speaker": "customer",
      "start_s": 107.3,
      "end_s": 107.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "34972178962664341",
      "idx": 42,
      "speaker": "agent",
      "start_s": 108.1,
      "end_s": 111.3,
      "text_en": "Okay. It will work, I will talk to you and I will do it, sir, I will update you.",
      "text_native": "Okay. ચાલશે, તમને હું વાત કરીને તમને હું કરું છું સાહેબ, update કરું છું તમને."
    },
    {
      "ucid": "34972178962664341",
      "idx": 43,
      "speaker": "customer",
      "start_s": 111.4,
      "end_s": 112.4,
      "text_en": "Yes. Yes, do it for me.",
      "text_native": "હા. હા, કરો મને."
    },
    {
      "ucid": "34972178962664341",
      "idx": 44,
      "speaker": "agent",
      "start_s": 112.8,
      "end_s": 113.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "34972178962664341",
      "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, jumping straight into the sales question."
    },
    {
      "ucid": "34972178962664341",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead opening with a direct question about requirements."
    },
    {
      "ucid": "34972178962664341",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "And what... what do you manufacture?",
      "comment": "Agent only asked what the customer manufactures and which brands they buy, missing 4 of the 6 key discovery questions."
    },
    {
      "ucid": "34972178962664341",
      "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, even after the customer raised a clear price objection."
    },
    {
      "ucid": "34972178962664341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "What size? In 1500 by 3000?",
      "comment": "Agent successfully captured the core requirement details (thickness, size, quantity, location) needed to prepare a quote."
    },
    {
      "ucid": "34972178962664341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will update you.",
      "comment": "The next step was a vague promise to 'update', not a committed quote turnaround time or a specific callback."
    }
  ],
  "objections": [
    {
      "ucid": "34972178962664341",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Your price doesn't get set with us.",
      "response": "It will work, I'll see once what best can be done. I'll tell you."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}