{
  "ucid": "34972178964049591",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 15:51:35",
  "end_time": "2026-09-17 15:54:20",
  "duration_sec": 165,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7955a860f6340eddd5761bc024a58400.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1526,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964049591__DIA7955a860f6340eddd5761bc024a58400.mp3",
  "audio_bytes": 436536,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 145.512,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] AGENT: Sir, am I speaking with SLN Industries?   (सर, SLN Industries से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes sir, yes madam.   (हां सर, हां मैडम।)\n[6s] AGENT: Yes sir, I am calling you from the JSW One platform.   (हांजी सर, मैं JSW One प्लेटफॉर्म से कॉल कर रही हूं आपको।)\n[9s] CUSTOMER: Yes madam.   (हां मैडम।)\n[10s] AGENT: Sir, we had received a structural inquiry from you, so is there any open inquiry for structural steel right now?   (सर आपकी स्ट्रक्चरल इंक्वायरी आई थी हमारे पास तो अभी कोई ओपन इंक्वायरी है स्ट्रक्चरल स्टील का?)\n[15s] CUSTOMER: No madam.   (नहीं मैडम।)\n[16s] AGENT: Okay. Sir, what material do you buy? What is your manufacturing? Could you give some information?   (अच्छा। सर आप क्या मटेरियल खरीदते हैं? आपका क्या मैन्युफैक्चरिंग है? जरा जानकारी देंगे?)\n[20s] CUSTOMER: I do hose clamp manufacturing.   (मैं होज क्लैंप मैन्युफैक्चरिंग करता हूं।)\n[23s] AGENT: Okay. And what material do you need?   (ओके। और क्या मटेरियल की जरूरत पड़ती है आपको?)\n[25s] CUSTOMER: That point five thickness... hmm I take 9.2 width coil, madam.   (वो पॉइंट फाइव थिकनेस का हम्म 9.2 विड्थ काइल लेता हूं मैडम।)\n[30s] AGENT: Okay.   (अच्छा।)\n[31s] CUSTOMER: Yes.   (हां।)\n[32s] CUSTOMER: Can you provide it after slitting, madam? 9.2 mm width?   (वो स्लिटिंग करके दे सकते हैं मैडम? 9.2 mm विड्थ का?)\n[35s] AGENT: Slitting for 9.2 can be done, sir.   (9.2 का स्लिटिंग हो सकता है सर ये।)\n[37s] CUSTOMER: Yes.   (हां।)\n[38s] AGENT: But the thing is, what is the material quantity generally? How much is it?   (बट वही है कि ये मटेरियल क्वांटिटी क्या होता है आपका जनरली? कितना होता है?)\n[41s] CUSTOMER: No, five ton madam.   (नै, फाइव टन मैडम।)\n[43s] AGENT: Okay. And where is the site located? Where is the delivery?   (अच्छा। और साइट कहां पर लोकेटेड है? कहां डिलीवरी हुई है?)\n[46s] CUSTOMER: Bommanahalli, Begur.   (बोम्मनहल्ली, बेगूर।)\n[48s] AGENT: Oh, in Bangalore itself? Bommanahalli, okay.   (ओह, बैंगलोर में ही? बोम्मनहल्ली, ओके।)\n[50s] CUSTOMER: Yes yes, madam.   (हां हां मैडम।)\n[51s] AGENT: Okay. Sir, I'll do one thing, I will send you a message on WhatsApp. Can you send your requirement details with the slitting measurement?   (ओके। सर मैं एक काम करती हूं, आपको WhatsApp पे ना एक मैसेज भेजूंगी। आपकी रिक्वायरमेंट की डिटेल्स स्लिटिंग की मेजरमेंट के साथ आप भेज सकते हैं?)\n[57s] CUSTOMER: Yes, okay madam.   (हां, ठीक है मैडम।)\n[58s] AGENT: Your sir you your... you are talking about GI coil, right?   (आपकी सर आप आपका जीआई कॉइल बोल रहे हो ना आप?)\n[60s] CUSTOMER: Yes madam?   (हां मैडम?)\n[60s] AGENT: You are talking about GI coil, right?   (जीआई कॉइल बोल रहे हैं ना आप?)\n[62s] CUSTOMER: Not GI, IS 513.   (जीआई नहीं, IS 513।)\n[63s] AGENT: Okay okay.   (ओके ओके।)\n[64s] CUSTOMER: Yes madam.   (हां मैडम।)\n[64s] AGENT: Understood, okay.   (समझ गई, ठीक है।)\n[66s] CUSTOMER: CRCA, IS 513 grade.   (सीआरसीए, IS 513 ग्रेड।)\n[68s] AGENT: Okay, okay.   (ठीक है, ठीक है।)\n[68s] CUSTOMER: Yes madam. Where is your office, madam?   (हां मैडम। आपका ऑफिस किधर मैडम?)\n[70s] AGENT: Bellandur.   (बेलंदूर।)\n[72s] CUSTOMER: Bellandur.   (बेलंदूर।)\n[72s] AGENT: Right.\n[73s] CUSTOMER: Yes. Kannada, do you speak Kannada, madam?   (हां। कन्नडा, कन्नडा बरुत्ता मैडम?)\n[75s] AGENT: Yes it comes sir, I can speak. I thought you don't speak it.   (ಹಾ ಬರುತ್ತೆ ಸರ್, ಮಾತಾಡ್ತೀನಿ. ನಾನು ನಿಮಗೆ ಬರಲ್ಲ ಅನ್ಕೊಂಡೆ.)\n[78s] CUSTOMER: Many people speak to us in Hindi, we don't understand sometimes.   (ನಮ್ಗೆ ಹಿಂದೀನಲ್ಲಿ ತುಂಬಾ ಜನ ಮಾತಾಡ್ತಾ ಇರ್ತಾರೆ, ನಮ್ಗೆ ಗೊತ್ತಾಗಲ್ಲ ಒಂದೊಂದು ಸರಿ.)\n[81s] AGENT: No problem.   (ಪರವಾಗಿಲ್ಲ.)\n[82s] CUSTOMER: Yes. Are you from Jindal, madam?   (हां। जिंदल इंदाना मैडम नीवू?)\n[84s] AGENT: Yes.   (ಹೌದು.)\n[85s] CUSTOMER: Yes yes. Will you do the slitting and give it?   (हां हां। स्लिटिंग माडी कोड्तीरा?)\n[86s] AGENT: Save this number, I will send you the communication on WhatsApp. Send me the details there itself.   (ಈ ನಂಬರ್ ಸೇವ್ ಮಾಡ್ಕೊಳಿ, ನಾನು ನಿಮಗೆ ಕಳಿಸ್ತೀನಿ WhatsApp ಅಲ್ಲಿ ಕಮ್ಯುನಿಕೇಷನ್. ನಂಗೆ ಡೀಟೇಲ್ಸ್ ಕಳ್ಸಿ ಅಲ್ಲೇನೆ.)\n[90s] CUSTOMER: Yes okay, madam.   (हां சரி मैडम।)\n[91s] AGENT: Alright? I will share the pricing and all with you there itself.   (ಆಯ್ತಾ? ನಾನು ನಿಮಗೆ ಪ್ರೈಸಿಂಗ್ ಅದೆಲ್ಲ ಅಲ್ಲೇ ಶೇರ್ ಮಾಡ್ತೀನಿ.)\n[93s] CUSTOMER: Okay madam.   (சரி मैडम।)\n[94s] AGENT: Alright sir. I didn't get your name, sir.   (ಆಯ್ತು ಸರ್. ತಮ್ಮ ಹೆಸರು ಗೊತ್ತಾಗ್ಲಿಲ್ಲ ಸರ್.)\n[96s] CUSTOMER: It's Munesha, madam.   (ಮುನೇಶ ಅಂತ ಮೇಡಂ.)\n[97s] AGENT: Muneshwar?   (ಮುನೇಶ್ವರ್ ಅವರಾ?)\n[98s] CUSTOMER: Munesha.   (ಮುನೇಶ.)\n[99s] AGENT: Munesha, okay. I am Sowmya, save the number. I will contact you on WhatsApp.   (ಮುನೇಶ, ಓಕೆ. ನಾನ್ ಸೌಮ್ಯ ಅಂತ, ನಂಬರ್ ಸೇವ್ ಮಾಡ್ಕೊಳಿ. ನಾನ್ ಕಾಂಟ್ಯಾಕ್ಟ್ ಮಾಡ್ತೀನಿ ನಿಮಗೆ WhatsApp ಮೇಲೆ.)\n[103s] CUSTOMER: Okay madam, alright madam.   (சரி मैडम, ಆಯ್ತು मैडम।)\n[105s] AGENT: Right sir, thank you.\n[106s] CUSTOMER: Thank you madam.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Kannada\", \"English\"]",
  "turn_count": 57,
  "connected": 1,
  "audio_notes": "clear: The call switches from Hindi to Kannada around the 1-minute mark.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "57 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "For supply-led calls, always open with the supply/price hook to frame the conversation before moving into discovery questions.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": null,
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a hose clamp manufacturer in Bangalore, has a potential requirement for 5 tons of 0.5mm CRCA (IS 513) slitted to 9.2mm width. The agent successfully captured the detailed requirement after an initial language switch to Kannada. The call concluded with the agent committing to share pricing via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, I am calling you from the JSW One platform.\", \"comment\": \"Agent identified JSW One and the customer's company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use a supply or price hook, instead referencing a past inquiry which is not part of the supply-led script.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Sir, what material do you buy? What is your manufacturing? ... what is the material quantity generally? How much is it? ... And where is the site located?\", \"comment\": \"Agent discovered what the customer manufactures, their quantity, and location, but missed questions on current suppliers, JSW share, and payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs after the discovery phase.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You are talking about GI coil, right? ... CRCA, IS 513 grade. ... Slitting for 9.2 can be done, sir.\", \"comment\": \"Agent successfully captured the detailed material requirement including grade, dimensions, quantity, location, and processing needs (slitting).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will share the pricing and all with you there itself.\", \"comment\": \"Agent established a clear next step of sharing pricing via WhatsApp, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For supply-led calls, always open with the supply/price hook to frame the conversation before moving into discovery questions.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"material_flag\": false, \"material_detected\": null, \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a hose clamp manufacturer in Bangalore, has a potential requirement for 5 tons of 0.5mm CRCA (IS 513) slitted to 9.2mm width. The agent successfully captured the detailed requirement after an initial language switch to Kannada. The call concluded with the agent committing to share pricing via WhatsApp.\"}",
  "error": null,
  "latency_ms": 37778,
  "input_tokens": 4314,
  "output_tokens": 767,
  "created_at": "2026-09-25 12:01:36",
  "sentiment": "positive",
  "sentiment_score": 0.383,
  "sentiment_confidence": "high",
  "pos": 16,
  "neg": 3,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.589,
  "agent_talk_sec": 52.8,
  "customer_talk_sec": 36.8,
  "dead_air_sec": 75.4,
  "longest_monologue_sec": 5.4,
  "agent_wpm": 254.5,
  "interruptions": 0,
  "agent_turns": 28,
  "customer_turns": 29,
  "discovery_qs": 16,
  "words_agent": 224,
  "words_customer": 121,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178964049591",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.3,
      "end_s": 1.79,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178964049591",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.37,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178964049591",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 4.68,
      "text_en": "Sir, am I speaking with SLN Industries?",
      "text_native": "सर, SLN Industries से बात कर रहे हैं?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 6.1,
      "text_en": "Yes sir, yes madam.",
      "text_native": "हां सर, हां मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.4,
      "end_s": 9.0,
      "text_en": "Yes sir, I am calling you from the JSW One platform.",
      "text_native": "हांजी सर, मैं JSW One प्लेटफॉर्म से कॉल कर रही हूं आपको।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.29,
      "end_s": 9.9,
      "text_en": "Yes madam.",
      "text_native": "हां मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 14.2,
      "text_en": "Sir, we had received a structural inquiry from you, so is there any open inquiry for structural steel right now?",
      "text_native": "सर आपकी स्ट्रक्चरल इंक्वायरी आई थी हमारे पास तो अभी कोई ओपन इंक्वायरी है स्ट्रक्चरल स्टील का?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.7,
      "end_s": 15.6,
      "text_en": "No madam.",
      "text_native": "नहीं मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.3,
      "end_s": 20.0,
      "text_en": "Okay. Sir, what material do you buy? What is your manufacturing? Could you give some information?",
      "text_native": "अच्छा। सर आप क्या मटेरियल खरीदते हैं? आपका क्या मैन्युफैक्चरिंग है? जरा जानकारी देंगे?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 22.5,
      "text_en": "I do hose clamp manufacturing.",
      "text_native": "मैं होज क्लैंप मैन्युफैक्चरिंग करता हूं।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 24.9,
      "text_en": "Okay. And what material do you need?",
      "text_native": "ओके। और क्या मटेरियल की जरूरत पड़ती है आपको?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.2,
      "end_s": 29.8,
      "text_en": "That point five thickness... hmm I take 9.2 width coil, madam.",
      "text_native": "वो पॉइंट फाइव थिकनेस का हम्म 9.2 विड्थ काइल लेता हूं मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 12,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 30.9,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.3,
      "end_s": 31.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.3,
      "end_s": 34.9,
      "text_en": "Can you provide it after slitting, madam? 9.2 mm width?",
      "text_native": "वो स्लिटिंग करके दे सकते हैं मैडम? 9.2 mm विड्थ का?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.1,
      "end_s": 37.0,
      "text_en": "Slitting for 9.2 can be done, sir.",
      "text_native": "9.2 का स्लिटिंग हो सकता है सर ये।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.3,
      "end_s": 37.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 17,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 40.9,
      "text_en": "But the thing is, what is the material quantity generally? How much is it?",
      "text_native": "बट वही है कि ये मटेरियल क्वांटिटी क्या होता है आपका जनरली? कितना होता है?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.1,
      "end_s": 42.6,
      "text_en": "No, five ton madam.",
      "text_native": "नै, फाइव टन मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.2,
      "end_s": 45.8,
      "text_en": "Okay. And where is the site located? Where is the delivery?",
      "text_native": "अच्छा। और साइट कहां पर लोकेटेड है? कहां डिलीवरी हुई है?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 20,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 47.4,
      "text_en": "Bommanahalli, Begur.",
      "text_native": "बोम्मनहल्ली, बेगूर।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 21,
      "speaker": "agent",
      "start_s": 47.9,
      "end_s": 49.8,
      "text_en": "Oh, in Bangalore itself? Bommanahalli, okay.",
      "text_native": "ओह, बैंगलोर में ही? बोम्मनहल्ली, ओके।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 50.7,
      "text_en": "Yes yes, madam.",
      "text_native": "हां हां मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 23,
      "speaker": "agent",
      "start_s": 51.1,
      "end_s": 56.5,
      "text_en": "Okay. Sir, I'll do one thing, I will send you a message on WhatsApp. Can you send your requirement details with the slitting measurement?",
      "text_native": "ओके। सर मैं एक काम करती हूं, आपको WhatsApp पे ना एक मैसेज भेजूंगी। आपकी रिक्वायरमेंट की डिटेल्स स्लिटिंग की मेजरमेंट के साथ आप भेज सकते हैं?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 24,
      "speaker": "customer",
      "start_s": 56.6,
      "end_s": 57.6,
      "text_en": "Yes, okay madam.",
      "text_native": "हां, ठीक है मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 25,
      "speaker": "agent",
      "start_s": 57.8,
      "end_s": 59.8,
      "text_en": "Your sir you your... you are talking about GI coil, right?",
      "text_native": "आपकी सर आप आपका जीआई कॉइल बोल रहे हो ना आप?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 26,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 60.3,
      "text_en": "Yes madam?",
      "text_native": "हां मैडम?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 27,
      "speaker": "agent",
      "start_s": 60.5,
      "end_s": 61.5,
      "text_en": "You are talking about GI coil, right?",
      "text_native": "जीआई कॉइल बोल रहे हैं ना आप?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 28,
      "speaker": "customer",
      "start_s": 61.5,
      "end_s": 62.7,
      "text_en": "Not GI, IS 513.",
      "text_native": "जीआई नहीं, IS 513।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 29,
      "speaker": "agent",
      "start_s": 63.1,
      "end_s": 63.8,
      "text_en": "Okay okay.",
      "text_native": "ओके ओके।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 30,
      "speaker": "customer",
      "start_s": 64.0,
      "end_s": 64.5,
      "text_en": "Yes madam.",
      "text_native": "हां मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 31,
      "speaker": "agent",
      "start_s": 64.5,
      "end_s": 65.4,
      "text_en": "Understood, okay.",
      "text_native": "समझ गई, ठीक है।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 32,
      "speaker": "customer",
      "start_s": 65.6,
      "end_s": 67.1,
      "text_en": "CRCA, IS 513 grade.",
      "text_native": "सीआरसीए, IS 513 ग्रेड।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 33,
      "speaker": "agent",
      "start_s": 67.5,
      "end_s": 68.2,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 34,
      "speaker": "customer",
      "start_s": 68.4,
      "end_s": 70.2,
      "text_en": "Yes madam. Where is your office, madam?",
      "text_native": "हां मैडम। आपका ऑफिस किधर मैडम?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 35,
      "speaker": "agent",
      "start_s": 70.5,
      "end_s": 71.2,
      "text_en": "Bellandur.",
      "text_native": "बेलंदूर।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 36,
      "speaker": "customer",
      "start_s": 71.5,
      "end_s": 72.1,
      "text_en": "Bellandur.",
      "text_native": "बेलंदूर।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 37,
      "speaker": "agent",
      "start_s": 72.5,
      "end_s": 72.9,
      "text_en": "Right.",
      "text_native": "Right."
    },
    {
      "ucid": "34972178964049591",
      "idx": 38,
      "speaker": "customer",
      "start_s": 73.4,
      "end_s": 75.0,
      "text_en": "Yes. Kannada, do you speak Kannada, madam?",
      "text_native": "हां। कन्नडा, कन्नडा बरुत्ता मैडम?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 39,
      "speaker": "agent",
      "start_s": 75.1,
      "end_s": 77.5,
      "text_en": "Yes it comes sir, I can speak. I thought you don't speak it.",
      "text_native": "ಹಾ ಬರುತ್ತೆ ಸರ್, ಮಾತಾಡ್ತೀನಿ. ನಾನು ನಿಮಗೆ ಬರಲ್ಲ ಅನ್ಕೊಂಡೆ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 40,
      "speaker": "customer",
      "start_s": 77.9,
      "end_s": 81.0,
      "text_en": "Many people speak to us in Hindi, we don't understand sometimes.",
      "text_native": "ನಮ್ಗೆ ಹಿಂದೀನಲ್ಲಿ ತುಂಬಾ ಜನ ಮಾತಾಡ್ತಾ ಇರ್ತಾರೆ, ನಮ್ಗೆ ಗೊತ್ತಾಗಲ್ಲ ಒಂದೊಂದು ಸರಿ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 41,
      "speaker": "agent",
      "start_s": 81.4,
      "end_s": 82.0,
      "text_en": "No problem.",
      "text_native": "ಪರವಾಗಿಲ್ಲ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 42,
      "speaker": "customer",
      "start_s": 82.3,
      "end_s": 83.8,
      "text_en": "Yes. Are you from Jindal, madam?",
      "text_native": "हां। जिंदल इंदाना मैडम नीवू?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 43,
      "speaker": "agent",
      "start_s": 84.1,
      "end_s": 84.5,
      "text_en": "Yes.",
      "text_native": "ಹೌದು."
    },
    {
      "ucid": "34972178964049591",
      "idx": 44,
      "speaker": "customer",
      "start_s": 85.0,
      "end_s": 86.5,
      "text_en": "Yes yes. Will you do the slitting and give it?",
      "text_native": "हां हां। स्लिटिंग माडी कोड्तीरा?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 45,
      "speaker": "agent",
      "start_s": 86.5,
      "end_s": 90.0,
      "text_en": "Save this number, I will send you the communication on WhatsApp. Send me the details there itself.",
      "text_native": "ಈ ನಂಬರ್ ಸೇವ್ ಮಾಡ್ಕೊಳಿ, ನಾನು ನಿಮಗೆ ಕಳಿಸ್ತೀನಿ WhatsApp ಅಲ್ಲಿ ಕಮ್ಯುನಿಕೇಷನ್. ನಂಗೆ ಡೀಟೇಲ್ಸ್ ಕಳ್ಸಿ ಅಲ್ಲೇನೆ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 46,
      "speaker": "customer",
      "start_s": 90.0,
      "end_s": 90.8,
      "text_en": "Yes okay, madam.",
      "text_native": "हां சரி मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 47,
      "speaker": "agent",
      "start_s": 90.9,
      "end_s": 93.0,
      "text_en": "Alright? I will share the pricing and all with you there itself.",
      "text_native": "ಆಯ್ತಾ? ನಾನು ನಿಮಗೆ ಪ್ರೈಸಿಂಗ್ ಅದೆಲ್ಲ ಅಲ್ಲೇ ಶೇರ್ ಮಾಡ್ತೀನಿ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 48,
      "speaker": "customer",
      "start_s": 93.2,
      "end_s": 93.8,
      "text_en": "Okay madam.",
      "text_native": "சரி मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 49,
      "speaker": "agent",
      "start_s": 94.1,
      "end_s": 95.6,
      "text_en": "Alright sir. I didn't get your name, sir.",
      "text_native": "ಆಯ್ತು ಸರ್. ತಮ್ಮ ಹೆಸರು ಗೊತ್ತಾಗ್ಲಿಲ್ಲ ಸರ್."
    },
    {
      "ucid": "34972178964049591",
      "idx": 50,
      "speaker": "customer",
      "start_s": 95.8,
      "end_s": 96.9,
      "text_en": "It's Munesha, madam.",
      "text_native": "ಮುನೇಶ ಅಂತ ಮೇಡಂ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 51,
      "speaker": "agent",
      "start_s": 97.3,
      "end_s": 98.0,
      "text_en": "Muneshwar?",
      "text_native": "ಮುನೇಶ್ವರ್ ಅವರಾ?"
    },
    {
      "ucid": "34972178964049591",
      "idx": 52,
      "speaker": "customer",
      "start_s": 98.3,
      "end_s": 98.8,
      "text_en": "Munesha.",
      "text_native": "ಮುನೇಶ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 53,
      "speaker": "agent",
      "start_s": 99.0,
      "end_s": 103.0,
      "text_en": "Munesha, okay. I am Sowmya, save the number. I will contact you on WhatsApp.",
      "text_native": "ಮುನೇಶ, ಓಕೆ. ನಾನ್ ಸೌಮ್ಯ ಅಂತ, ನಂಬರ್ ಸೇವ್ ಮಾಡ್ಕೊಳಿ. ನಾನ್ ಕಾಂಟ್ಯಾಕ್ಟ್ ಮಾಡ್ತೀನಿ ನಿಮಗೆ WhatsApp ಮೇಲೆ."
    },
    {
      "ucid": "34972178964049591",
      "idx": 54,
      "speaker": "customer",
      "start_s": 103.3,
      "end_s": 104.4,
      "text_en": "Okay madam, alright madam.",
      "text_native": "சரி मैडम, ಆಯ್ತು मैडम।"
    },
    {
      "ucid": "34972178964049591",
      "idx": 55,
      "speaker": "agent",
      "start_s": 104.6,
      "end_s": 105.6,
      "text_en": "Right sir, thank you.",
      "text_native": "Right sir, thank you."
    },
    {
      "ucid": "34972178964049591",
      "idx": 56,
      "speaker": "customer",
      "start_s": 105.8,
      "end_s": 106.7,
      "text_en": "Thank you madam.",
      "text_native": "Thank you madam."
    }
  ],
  "steps": [
    {
      "ucid": "34972178964049591",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes sir, I am calling you from the JSW One platform.",
      "comment": "Agent identified JSW One and the customer's company but failed to ask for permission to speak."
    },
    {
      "ucid": "34972178964049591",
      "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 use a supply or price hook, instead referencing a past inquiry which is not part of the supply-led script."
    },
    {
      "ucid": "34972178964049591",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "Sir, what material do you buy? What is your manufacturing? ... what is the material quantity generally? How much is it? ... And where is the site located?",
      "comment": "Agent discovered what the customer manufactures, their quantity, and location, but missed questions on current suppliers, JSW share, and payment terms."
    },
    {
      "ucid": "34972178964049591",
      "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 after the discovery phase."
    },
    {
      "ucid": "34972178964049591",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You are talking about GI coil, right? ... CRCA, IS 513 grade. ... Slitting for 9.2 can be done, sir.",
      "comment": "Agent successfully captured the detailed material requirement including grade, dimensions, quantity, location, and processing needs (slitting)."
    },
    {
      "ucid": "34972178964049591",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will share the pricing and all with you there itself.",
      "comment": "Agent established a clear next step of sharing pricing via WhatsApp, which the customer agreed to."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}