{
  "ucid": "34972178970882692",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 10:50:26",
  "end_time": "2026-09-18 10:53:49",
  "duration_sec": 203,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1e50af36097f31d8b6af21240ca7bcf4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1453,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178970882692__DIA1e50af36097f31d8b6af21240ca7bcf4.mp3",
  "audio_bytes": 483840,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 161.28,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello?   (हॅलो?)\n[2s] CUSTOMER: Yes.   (हां.)\n[3s] AGENT: Aarham Traders?   (अरहम ट्रेडर्स?)\n[4s] CUSTOMER: Yes.   (हां.)\n[5s] AGENT: Uh sir, I was calling from JSW One, Jindal Steel Works.   (अ सर JSW One से बात कर रहा था मैं, जिंदाल स्टील वर्क्स.)\n[8s] CUSTOMER: Tell me.   (बोलिए.)\n[8s] AGENT: Uh sir, are you looking for any requirement in PPGL, etc.?   (अ सर कुछ रिक्वायरमेंट में देख रहे हो सर PPGL वगेरा में?)\n[11s] CUSTOMER: Uh no, not right now. When I had a requirement, someone from your side told me no, that you don't do such dealings, you only give to distributors. So since then, I have stopped.   (अ नहीं अभी नहीं है. जब था तब तुम्हारे वहां से मुझे किसी ने ना बोला था के हम लोग नहीं करते है ऐसे डीलिंग, आप लोग डिस्ट्रीब्यूटर को ही देते है. तो तब से मैंने बंद कर दिया है.)\n[18s] AGENT: I didn't understand, will you say it again? What had happened? We...   (मैं समझा नहीं, एक बार वापस बोलेंगे? क्या हुआ था? हम...)\n[20s] CUSTOMER: When I was looking, I had mailed and called two or three times. Hmm. I had also raised a ticket. But no one answered, and when someone did call, they said that we don't give to any traders, we only give directly to distributors or we only give to end users.   (ये जब मैं देख रहा था, दो तीन बार मैंने वहां पर मेल-वेल, कॉल-वॉल किया था. हम्म. टिकट भी रेज की हुई थी. पर किसी का आंसर नहीं आया और जब कॉल आया किसी का, तो उन्होंने ऐसे बोला के हम लोग कोई ट्रेडर को नहीं देते, हम लोग डायरेक्ट डिस्ट्रीब्यूटर को ही देते है या तो फिर हम लोग एंड यूजर को ही देते है.)\n[32s] AGENT: Okay.   (अच्छा.)\n[33s] AGENT: So basically the problem was, sir, that the inquiry you had sent us, its quantity was very low, meaning 600 kilos...   (तो बेसिकली प्रॉब्लम ये था ना सर की आपकी जैसे इन्क्वायरी आई थी ना हमारे इधर, तो उसकी क्वांटिटी बहुत कम थी, मतलब छे सौ किलो...)\n[37s] CUSTOMER: It was eleven tons.   (ग्यारह टन थी.)\n[38s] AGENT: Sir, I can see two of your inquiries, but in both of them, the same thing...   (सर मेरे पास तो दो इन्क्वायरी आपकी दिखा रही है, बट दोनों के अंदर वही चीज...)\n[40s] CUSTOMER: So from there, one of them got deleted somehow. One had 7.7 tons and one had 4.6 tons, something like that. The total was 11.2 or 11.3.   (तो वहां से, वहां से एक कुछ से कुछ डिलीट हो गई थी. एक में 7.7 टन था और एक में 4.6 टन था, ऐसा कुछ था. 11.2 या 11.3 टोटल था.)\n[44s] AGENT: Okay, okay.   (अच्छा, ओके.)\n[46s] AGENT: Okay, okay, okay.   (अच्छा अच्छा अच्छा.)\n[47s] CUSTOMER: Yes.   (हां.)\n[47s] AGENT: No, it's not like we don't give to traders, we do. Subject to that they...   (नहीं ऐसा तो नहीं है की हम ट्रेडर को नहीं देते, देते है. सब्जेक्ट टू की वो...)\n[50s] CUSTOMER: No, I got a call from there twice, and twice they told me this. And before, like you called, someone had called before and they had said yes, we do give. Then later, someone calls me back and says no, we don't give. He must have been a new guy, that's why he made a wrong commitment...   (नहीं, मेरे को वहां से दो बार कॉल आया, दो बार उन्होंने ऐसा बोला मुझे. और वो पहले, जैसे आपने कॉल किया, पहले उन किसी ने कॉल किया था उन्होंने ऐसा बोला था की हां देते है. फिर बाद में कोई मेरे को वापस से कॉल करके बोलता है की नहीं हम लोग नहीं देते, वो नया बंदा होगा उसलिए ऐसा उसने गलत कमिटमेंट...)\n[57s] AGENT: Might be, might be, it's possible it slipped out of his mouth unknowingly. It's nothing like that, sir. You can post your requirement if you have any. And if anyone calls, tell them you were speaking with Dhruv.   (माइट बी, माइट बी, हो सकता है उससे निकल गया होगा अननोइंगली. ऐसा कुछ नहीं है सर, आप डालिए रिक्वायरमेंट अगर कुछ होती है तो. और कोई भी होगा तो उसको बोलना ध्रुव से बात हो रही थी मेरी.)\n[63s] CUSTOMER: Oh, by the way, there was someone named Aditya, Aditya or some name starting with A, someone's name started with A.   (अरे वैसे आदित्य करके था कोई, आदित्य या ए ऊपर से कोई नाम था, ए ऊपर से कोई नाम था किसी का.)\n[67s] AGENT: Aditya Mishra?   (आदित्य मिश्रा?)\n[68s] CUSTOMER: I don't know what the surname was. It was Aditya. Hmm. I know this name Aditya, who told me that it can be done, or I know Aditya's name, he told me they don't do it or he told me they do. I only know this one name, Aditya, I don't know anyone else's name.   (पता नहीं सरनेम क्या था. आदित्य था. हम्म. मुझे ये आदित्य का नाम पता है जिन्होंने मुझे ऐसा बोला था के कर सकते है या आदित्य का मेरे को नाम पता है, उन्होंने मुझे बोला था की नहीं करते या फिर उन्होंने मुझे बोला था करते है. ये आदित्य का एक मेरे को नाम पता है, दूसरे किसी का नाम नहीं पता मेरे को.)\n[77s] AGENT: That's right. No, no sir, we do it. If you have anything in the future, you can post the requirement, no issue.   (बराबर है. नहीं नहीं सर, करते है. अगर फ्यूचर में कुछ भी रहता है तो आप डालिए रिक्वायरमेंट, कोई इशू नहीं है.)\n[81s] CUSTOMER: Okay.   (ठीक है.)\n[81s] CUSTOMER: Or you can, from your number, to me...   (या तो आप मेरे को अपने नंबर से मुझे...)\n[83s] AGENT: I'll keep a WhatsApp message for you.   (WhatsApp करके रखता हूं मैं आपको.)\n[84s] CUSTOMER: Yes, so what will happen is if there's anything, I will do it, I'll just message you, you can check according to your convenience.   (हां, तो क्या है की अगर कुछ होगा तो मैं करूंगा, मैसेज ही कर दूंगा, आप देख लेना अपने हिसाब से.)\n[88s] AGENT: Okay, fine.   (ओके, ठीक है.)\n[88s] CUSTOMER: Okay?   (ठीक है?)\n[89s] AGENT: Yes. Okay.   (हां. ओके.)\n[91s] CUSTOMER: Okay.   (ओके.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 34,
  "connected": 1,
  "audio_notes": "clear: Some background noise from a call center environment is audible on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "34 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": 3.0,
  "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": "When a customer details a past service failure, first validate their experience, then pivot back to discovery to understand their business and prevent a repeat of the issue.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader, immediately raised a past grievance where they were told JSW One does not supply to traders. The agent spent the call correcting this misinformation and rebuilding trust. While no current requirement was found, the agent successfully established a future communication channel via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, I was calling from JSW One, Jindal Steel Works.\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in PPGL, etc.?\", \"comment\": \"Agent immediately asked for a requirement instead of leading with a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call was entirely focused on the customer's past negative experience.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in PPGL, etc.?\", \"comment\": \"Agent successfully asked if a current requirement exists, though the customer confirmed they had none at the moment.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll keep a WhatsApp message for you.\", \"comment\": \"Agent established a clear next step of sending a WhatsApp message to open a communication channel, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer details a past service failure, first validate their experience, then pivot back to discovery to understand their business and prevent a repeat of the issue.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"when someone did call, they said that we don't give to any traders, we only give directly to distributors or we only give to end users.\", \"response\": \"It's nothing like that, sir. You can post your requirement if you have any.\"}], \"call_summary\": \"The customer, a trader, immediately raised a past grievance where they were told JSW One does not supply to traders. The agent spent the call correcting this misinformation and rebuilding trust. While no current requirement was found, the agent successfully established a future communication channel via WhatsApp.\"}",
  "error": null,
  "latency_ms": 29282,
  "input_tokens": 4209,
  "output_tokens": 812,
  "created_at": "2026-09-25 11:58:38",
  "sentiment": "negative",
  "sentiment_score": -0.453,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 12,
  "lex_hits": 19,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.4,
  "agent_talk_sec": 32.7,
  "customer_talk_sec": 49.0,
  "dead_air_sec": 121.3,
  "longest_monologue_sec": 6.0,
  "agent_wpm": 308.3,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 17,
  "discovery_qs": 6,
  "words_agent": 168,
  "words_customer": 294,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178970882692",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.41,
      "end_s": 0.91,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "34972178970882692",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.41,
      "end_s": 1.88,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "34972178970882692",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.4,
      "end_s": 2.6,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178970882692",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 3.8,
      "text_en": "Aarham Traders?",
      "text_native": "अरहम ट्रेडर्स?"
    },
    {
      "ucid": "34972178970882692",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.2,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178970882692",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 7.2,
      "text_en": "Uh sir, I was calling from JSW One, Jindal Steel Works.",
      "text_native": "अ सर JSW One से बात कर रहा था मैं, जिंदाल स्टील वर्क्स."
    },
    {
      "ucid": "34972178970882692",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 8.0,
      "text_en": "Tell me.",
      "text_native": "बोलिए."
    },
    {
      "ucid": "34972178970882692",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.4,
      "end_s": 10.8,
      "text_en": "Uh sir, are you looking for any requirement in PPGL, etc.?",
      "text_native": "अ सर कुछ रिक्वायरमेंट में देख रहे हो सर PPGL वगेरा में?"
    },
    {
      "ucid": "34972178970882692",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.4,
      "end_s": 17.2,
      "text_en": "Uh no, not right now. When I had a requirement, someone from your side told me no, that you don't do such dealings, you only give to distributors. So since then, I have stopped.",
      "text_native": "अ नहीं अभी नहीं है. जब था तब तुम्हारे वहां से मुझे किसी ने ना बोला था के हम लोग नहीं करते है ऐसे डीलिंग, आप लोग डिस्ट्रीब्यूटर को ही देते है. तो तब से मैंने बंद कर दिया है."
    },
    {
      "ucid": "34972178970882692",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 19.8,
      "text_en": "I didn't understand, will you say it again? What had happened? We...",
      "text_native": "मैं समझा नहीं, एक बार वापस बोलेंगे? क्या हुआ था? हम..."
    },
    {
      "ucid": "34972178970882692",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 31.8,
      "text_en": "When I was looking, I had mailed and called two or three times. Hmm. I had also raised a ticket. But no one answered, and when someone did call, they said that we don't give to any traders, we only give directly to distributors or we only give to end users.",
      "text_native": "ये जब मैं देख रहा था, दो तीन बार मैंने वहां पर मेल-वेल, कॉल-वॉल किया था. हम्म. टिकट भी रेज की हुई थी. पर किसी का आंसर नहीं आया और जब कॉल आया किसी का, तो उन्होंने ऐसे बोला के हम लोग कोई ट्रेडर को नहीं देते, हम लोग डायरेक्ट डिस्ट्रीब्यूटर को ही देते है या तो फिर हम लोग एंड यूजर को ही देते है."
    },
    {
      "ucid": "34972178970882692",
      "idx": 11,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 32.3,
      "text_en": "Okay.",
      "text_native": "अच्छा."
    },
    {
      "ucid": "34972178970882692",
      "idx": 12,
      "speaker": "agent",
      "start_s": 32.6,
      "end_s": 36.8,
      "text_en": "So basically the problem was, sir, that the inquiry you had sent us, its quantity was very low, meaning 600 kilos...",
      "text_native": "तो बेसिकली प्रॉब्लम ये था ना सर की आपकी जैसे इन्क्वायरी आई थी ना हमारे इधर, तो उसकी क्वांटिटी बहुत कम थी, मतलब छे सौ किलो..."
    },
    {
      "ucid": "34972178970882692",
      "idx": 13,
      "speaker": "customer",
      "start_s": 36.8,
      "end_s": 37.6,
      "text_en": "It was eleven tons.",
      "text_native": "ग्यारह टन थी."
    },
    {
      "ucid": "34972178970882692",
      "idx": 14,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 40.4,
      "text_en": "Sir, I can see two of your inquiries, but in both of them, the same thing...",
      "text_native": "सर मेरे पास तो दो इन्क्वायरी आपकी दिखा रही है, बट दोनों के अंदर वही चीज..."
    },
    {
      "ucid": "34972178970882692",
      "idx": 15,
      "speaker": "customer",
      "start_s": 40.4,
      "end_s": 44.4,
      "text_en": "So from there, one of them got deleted somehow. One had 7.7 tons and one had 4.6 tons, something like that. The total was 11.2 or 11.3.",
      "text_native": "तो वहां से, वहां से एक कुछ से कुछ डिलीट हो गई थी. एक में 7.7 टन था और एक में 4.6 टन था, ऐसा कुछ था. 11.2 या 11.3 टोटल था."
    },
    {
      "ucid": "34972178970882692",
      "idx": 16,
      "speaker": "agent",
      "start_s": 44.4,
      "end_s": 45.0,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा, ओके."
    },
    {
      "ucid": "34972178970882692",
      "idx": 17,
      "speaker": "agent",
      "start_s": 45.6,
      "end_s": 46.2,
      "text_en": "Okay, okay, okay.",
      "text_native": "अच्छा अच्छा अच्छा."
    },
    {
      "ucid": "34972178970882692",
      "idx": 18,
      "speaker": "customer",
      "start_s": 46.8,
      "end_s": 47.0,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178970882692",
      "idx": 19,
      "speaker": "agent",
      "start_s": 47.2,
      "end_s": 49.6,
      "text_en": "No, it's not like we don't give to traders, we do. Subject to that they...",
      "text_native": "नहीं ऐसा तो नहीं है की हम ट्रेडर को नहीं देते, देते है. सब्जेक्ट टू की वो..."
    },
    {
      "ucid": "34972178970882692",
      "idx": 20,
      "speaker": "customer",
      "start_s": 49.6,
      "end_s": 57.2,
      "text_en": "No, I got a call from there twice, and twice they told me this. And before, like you called, someone had called before and they had said yes, we do give. Then later, someone calls me back and says no, we don't give. He must have been a new guy, that's why he made a wrong commitment...",
      "text_native": "नहीं, मेरे को वहां से दो बार कॉल आया, दो बार उन्होंने ऐसा बोला मुझे. और वो पहले, जैसे आपने कॉल किया, पहले उन किसी ने कॉल किया था उन्होंने ऐसा बोला था की हां देते है. फिर बाद में कोई मेरे को वापस से कॉल करके बोलता है की नहीं हम लोग नहीं देते, वो नया बंदा होगा उसलिए ऐसा उसने गलत कमिटमेंट..."
    },
    {
      "ucid": "34972178970882692",
      "idx": 21,
      "speaker": "agent",
      "start_s": 57.2,
      "end_s": 63.2,
      "text_en": "Might be, might be, it's possible it slipped out of his mouth unknowingly. It's nothing like that, sir. You can post your requirement if you have any. And if anyone calls, tell them you were speaking with Dhruv.",
      "text_native": "माइट बी, माइट बी, हो सकता है उससे निकल गया होगा अननोइंगली. ऐसा कुछ नहीं है सर, आप डालिए रिक्वायरमेंट अगर कुछ होती है तो. और कोई भी होगा तो उसको बोलना ध्रुव से बात हो रही थी मेरी."
    },
    {
      "ucid": "34972178970882692",
      "idx": 22,
      "speaker": "customer",
      "start_s": 63.4,
      "end_s": 66.6,
      "text_en": "Oh, by the way, there was someone named Aditya, Aditya or some name starting with A, someone's name started with A.",
      "text_native": "अरे वैसे आदित्य करके था कोई, आदित्य या ए ऊपर से कोई नाम था, ए ऊपर से कोई नाम था किसी का."
    },
    {
      "ucid": "34972178970882692",
      "idx": 23,
      "speaker": "agent",
      "start_s": 66.8,
      "end_s": 67.6,
      "text_en": "Aditya Mishra?",
      "text_native": "आदित्य मिश्रा?"
    },
    {
      "ucid": "34972178970882692",
      "idx": 24,
      "speaker": "customer",
      "start_s": 67.8,
      "end_s": 76.4,
      "text_en": "I don't know what the surname was. It was Aditya. Hmm. I know this name Aditya, who told me that it can be done, or I know Aditya's name, he told me they don't do it or he told me they do. I only know this one name, Aditya, I don't know anyone else's name.",
      "text_native": "पता नहीं सरनेम क्या था. आदित्य था. हम्म. मुझे ये आदित्य का नाम पता है जिन्होंने मुझे ऐसा बोला था के कर सकते है या आदित्य का मेरे को नाम पता है, उन्होंने मुझे बोला था की नहीं करते या फिर उन्होंने मुझे बोला था करते है. ये आदित्य का एक मेरे को नाम पता है, दूसरे किसी का नाम नहीं पता मेरे को."
    },
    {
      "ucid": "34972178970882692",
      "idx": 25,
      "speaker": "agent",
      "start_s": 76.8,
      "end_s": 80.4,
      "text_en": "That's right. No, no sir, we do it. If you have anything in the future, you can post the requirement, no issue.",
      "text_native": "बराबर है. नहीं नहीं सर, करते है. अगर फ्यूचर में कुछ भी रहता है तो आप डालिए रिक्वायरमेंट, कोई इशू नहीं है."
    },
    {
      "ucid": "34972178970882692",
      "idx": 26,
      "speaker": "customer",
      "start_s": 80.6,
      "end_s": 81.0,
      "text_en": "Okay.",
      "text_native": "ठीक है."
    },
    {
      "ucid": "34972178970882692",
      "idx": 27,
      "speaker": "customer",
      "start_s": 81.4,
      "end_s": 82.8,
      "text_en": "Or you can, from your number, to me...",
      "text_native": "या तो आप मेरे को अपने नंबर से मुझे..."
    },
    {
      "ucid": "34972178970882692",
      "idx": 28,
      "speaker": "agent",
      "start_s": 82.8,
      "end_s": 84.0,
      "text_en": "I'll keep a WhatsApp message for you.",
      "text_native": "WhatsApp करके रखता हूं मैं आपको."
    },
    {
      "ucid": "34972178970882692",
      "idx": 29,
      "speaker": "customer",
      "start_s": 84.0,
      "end_s": 87.4,
      "text_en": "Yes, so what will happen is if there's anything, I will do it, I'll just message you, you can check according to your convenience.",
      "text_native": "हां, तो क्या है की अगर कुछ होगा तो मैं करूंगा, मैसेज ही कर दूंगा, आप देख लेना अपने हिसाब से."
    },
    {
      "ucid": "34972178970882692",
      "idx": 30,
      "speaker": "agent",
      "start_s": 87.6,
      "end_s": 88.2,
      "text_en": "Okay, fine.",
      "text_native": "ओके, ठीक है."
    },
    {
      "ucid": "34972178970882692",
      "idx": 31,
      "speaker": "customer",
      "start_s": 88.4,
      "end_s": 88.8,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "34972178970882692",
      "idx": 32,
      "speaker": "agent",
      "start_s": 89.0,
      "end_s": 90.8,
      "text_en": "Yes. Okay.",
      "text_native": "हां. ओके."
    },
    {
      "ucid": "34972178970882692",
      "idx": 33,
      "speaker": "customer",
      "start_s": 91.0,
      "end_s": 91.2,
      "text_en": "Okay.",
      "text_native": "ओके."
    }
  ],
  "steps": [
    {
      "ucid": "34972178970882692",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, I was calling from JSW One, Jindal Steel Works.",
      "comment": "Agent identified self and company but failed to ask for permission to speak."
    },
    {
      "ucid": "34972178970882692",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement in PPGL, etc.?",
      "comment": "Agent immediately asked for a requirement instead of leading with a supply or price hook."
    },
    {
      "ucid": "34972178970882692",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked; the call was entirely focused on the customer's past negative experience."
    },
    {
      "ucid": "34972178970882692",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was conducted."
    },
    {
      "ucid": "34972178970882692",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement in PPGL, etc.?",
      "comment": "Agent successfully asked if a current requirement exists, though the customer confirmed they had none at the moment."
    },
    {
      "ucid": "34972178970882692",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll keep a WhatsApp message for you.",
      "comment": "Agent established a clear next step of sending a WhatsApp message to open a communication channel, which the customer agreed to."
    }
  ],
  "objections": [
    {
      "ucid": "34972178970882692",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "when someone did call, they said that we don't give to any traders, we only give directly to distributors or we only give to end users.",
      "response": "It's nothing like that, sir. You can post your requirement if you have any."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}