{
  "ucid": "21112178583645041",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 15:10:50",
  "end_time": "1899-12-30 15:13:13",
  "duration_sec": 143,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA32d47008524fdb401b099d1499cf0007.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 197,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178583645041__DIA32d47008524fdb401b099d1499cf0007.mp3",
  "audio_bytes": 377352,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 125.784,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello, am I speaking with Bhagat ji? By the name of Bhagat Singh?   (हेलो, भगत जी बात कर रहे हैं? भगत सिंह के नाम से?)\n[3s] CUSTOMER: Yes, yes, yes, yes.   (हां हां हां हां।)\n[5s] AGENT: Bhagat ji, good afternoon. I am Ankit Mishra speaking, from JSW Steel, Mumbai.   (भगत जी, गुड आफ्टरनून। मैं अंकित मिश्रा बात कर रहा हूं, जे एस डब्ल्यू स्टील से, मुंबई।)\n[8s] CUSTOMER: Yes, yes.   (हांजी हांजी।)\n[9s] AGENT: Uh sir, as the month has changed, last month you had generated an inquiry but unfortunately we couldn't close it. So, in this month, do you have any requirement? Are you looking for anything in terms of steel?   (अ सर, जैसे मंथ चेंज हुआ है, लास्ट मंथ आपने इंक्वायरी जनरेट करी थी बट अनफॉर्चूनेटली हम उसको क्लोज नहीं कर पाए थे। तो ये महीने में आपका कुछ है रिक्वायरमेंट? देख रहे हो इन टर्म्स ऑफ स्टील?)\n[15s] CUSTOMER: I will need it now, Jindal's. I will take the material, near about the 20th. On the 20th, I will take it by the 20th. Do you have stock after the 20th?   (अभी लगेगा जिंदल का, मैं मटेरियल लूंगा मैं नियर अबाउट ट्वेंटी। बीस तारीख के, बीस तारीख तक लूंगा। बीस तारीख के बाद स्टॉक है?)\n[20s] AGENT: Okay, you will take it after the 20th? Okay.   (अच्छा, ट्वेंटी के बाद आप लोगे? ओके।)\n[22s] CUSTOMER: Yes, I will take it after the 20th.   (हां, ट्वेंटी के बाद लूंगा।)\n[23s] AGENT: Okay sir, once   (ठीक है सर, एक बार)\n[23s] CUSTOMER: Connect with me on the 15th, 16th, 17th. Listen, why is my dealing with you not happening? There is only one reason for your dealing, that your dealing says to deposit the money first, then the material will come.   (मेरेको पंद्रह, सोलह, सतरह तारीख को लिंक कर लो। मैं सुनो ना, आपसे डीलिंग मेरी क्यों नहीं हो रही? आपका डीलिंग का सिर्फ एक ही कारण है कि आपकी डीलिंग बोलती है कि पहले पैसा जमा करो फिर माल आएगा।)\n[30s] AGENT: Correct.   (करेक्ट।)\n[31s] CUSTOMER: Yes. So I   (हां। तो मैं)\n[32s] AGENT: So sir, listen, how it is here, Bhagat ji, is that our process, whether you take five tons from us or you take five hundred tons from us, okay? For the first two orders, it's the same for all our customers, this, that it will be 100% advance only from our side. If you place an order from our platform, okay? So on the platform also, you have to give 20% advance along with your... and then when our material is ready, at that time you have to, before delivery, you have to make the payment for the balance deposit. So that is the same for everyone.   (तो सर सुनो ना, कि यहां पे कैसे होता है ना भगत जी, कि हम लोग का जो प्रोसेस होता है, चाहे आप हमसे पांच टन लो या हमसे आप पांच सौ टन लो, ठीक है? पहले दो ऑर्डर्स के लिए हमारे सब कस्टमर के लिए सेम है, ये कि हंड्रेड परसेंट एडवांस ही रहेगा हमारा। अगर आप हमारे प्लेटफार्म से ऑर्डर प्लेस करते हो, ठीक है? तो प्लेटफार्म में भी ट्वेंटी परसेंट एडवांस देना होता है अलोंग विथ योर एंड देन जब हमारा मटेरियल रेडी हो जाएगा, तो उस टाइम पे आपको, डिलीवरी से पहले आपको बैलेंस डिपॉजिट का आपको पेमेंट करना पड़ता है। तो वो सबके लिए सेम है।)\n[47s] CUSTOMER: Yes, yes.   (हां हां।)\n[48s] AGENT: So in that, we won't be able to help you with anything. But yes, if you start once, then we can, you know, look into the credit facilities from our end.   (तो उसमें हम आपको कुछ हेल्प नहीं कर पाएंगे। बट हां, अगर आप एक बार चालू करोगे देन वी कैन यू नो लुक इन टू द क्रेडिट फैसिलिटीज फ्रॉम आवर एंड।)\n[53s] CUSTOMER: Okay.   (ठीक है।)\n[53s] AGENT: But without starting that, I won't be able to do anything for you, to be very honest.   (पर उसके चालू के बिना तो आपको मैं कुछ भी नहीं कर पाऊंगा, टू बी वेरी ऑनेस्ट।)\n[56s] CUSTOMER: Yes, yes, yes, yes.   (हां हां हां हां।)\n[58s] CUSTOMER: So then in the end, what does a person think about such things, the one we are taking from, and your and their rate is also the same. There isn't that much of a difference. So then what we do is, in that way, we order from them and the material arrives the very next day for us. There's nothing about it being made or not.   (तो फिर मैं लास्ट में फिर आदमी क्या सोचता है ऐसी बातें, जो हमारे से ले रहे हैं और आपका उनका रेट भी सेम है। कोई इतना ज्यादा फर्क नहीं। तो फिर हम क्या करते हैं उस तरीके पे आगे, उसको ऑर्डर करते हैं तो वो इमीडिएट सेकंड डे माल आ जाता है हमारे को। बनने ना बनने के ऊपर है ही नहीं कुछ।)\n[67s] AGENT: That's right. You start once, once you start the business with us, then you will also understand what our process is, what our services are like, so you will have that understanding of that thing. So plus for you, a benefit will also start for you at our place.   (बराबर है। आप एक बार आप चालू कीजिए, एक बार आप हमारे साथ चालू कीजिए बिजनेस तो आपको भी समझ में आएगा कि क्या हमारा प्रोसेस है, कैसा हमारा सर्विसेस है, तो आपको वो अंडरस्टैंडिंग होगी उस चीज की। तो प्लस आपके लिए, आपके लिए बेनिफिट भी चालू हो जाएगा हमारे यहां।)\n[76s] CUSTOMER: Okay, okay sir.   (ठीक है, ठीक है सर।)\n[77s] AGENT: Okay?   (ठीक है?)\n[77s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[78s] AGENT: So sir, I will call you back after the 20th. Okay, bye.   (तो सर, आपको ट्वेंटी के बाद मैं आपको वापस कॉल बैक करता हूं। चलिए, बाय।)\n[80s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[81s] AGENT: Okay?   (ठीक है?)\n[81s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[82s] AGENT: Thank you.   (थैंक यू।)\n[82s] CUSTOMER: Okay.   (ओके।)\n[83s] AGENT: Okay sir.   (ओके सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 31,
  "connected": 1,
  "audio_notes": "clear: The conversation is clear with some minor background noise but it doesn't affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "31 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You allowed the customer's objection to completely derail the call. After handling an objection, you must pivot back to your discovery questions to regain control and understand the customer's needs.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a previous lead, stated a future requirement for after the 20th of the month but immediately objected to JSW's 100% advance payment policy. The agent correctly explained the policy but was completely derailed from the pitch structure, failing to conduct any discovery or qualify the need. The call ended with the agent agreeing to a vague callback, having gathered no new information about the customer's business or specific material requirements.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Bhagat ji, good afternoon. I am Ankit Mishra speaking, from JSW Steel, Mumbai.\", \"comment\": \"The agent introduced himself and the company but did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: So, in this month, do you have any requirement? Are you looking for anything in terms of steel?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he asked a generic question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions and was immediately sidetracked by the customer's objection, never attempting to learn about their business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. The agent only discussed the payment process in response to an objection.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I will take the material, near about the 20th.\", \"comment\": \"Although the customer stated a future requirement, the agent failed to ask any qualifying questions like grade, size, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: So sir, I will call you back after the 20th.\", \"comment\": \"The agent committed to a vague callback timeframe ('after the 20th') instead of a specific date, and ignored the customer's request to connect on the 15th-17th.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You allowed the customer's objection to completely derail the call. After handling an objection, you must pivot back to your discovery questions to regain control and understand the customer's needs.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: There is only one reason for your dealing, that your dealing says to deposit the money first, then the material will come.\", \"response\": \"AGENT: For the first two orders, it's the same for all our customers, this, that it will be 100% advance only from our side... if you start once, then we can, you know, look into the credit facilities from our end.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: the one we are taking from, and your and their rate is also the same... we order from them and the material arrives the very next day for us.\", \"response\": \"AGENT: You start once, once you start the business with us, then you will also understand what our process is, what our services are like...\"}], \"call_summary\": \"The customer, a previous lead, stated a future requirement for after the 20th of the month but immediately objected to JSW's 100% advance payment policy. The agent correctly explained the policy but was completely derailed from the pitch structure, failing to conduct any discovery or qualify the need. The call ended with the agent agreeing to a vague callback, having gathered no new information about the customer's business or specific material requirements.\"}",
  "error": null,
  "latency_ms": 36031,
  "input_tokens": 4160,
  "output_tokens": 1069,
  "created_at": "2026-09-25 10:58:14",
  "sentiment": "positive",
  "sentiment_score": 0.456,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 0,
  "lex_hits": 22,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.632,
  "agent_talk_sec": 48.5,
  "customer_talk_sec": 28.3,
  "dead_air_sec": 66.2,
  "longest_monologue_sec": 15.4,
  "agent_wpm": 369.9,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 16,
  "discovery_qs": 9,
  "words_agent": 299,
  "words_customer": 172,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178583645041",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.67,
      "end_s": 1.03,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178583645041",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 3.3,
      "text_en": "Hello, am I speaking with Bhagat ji? By the name of Bhagat Singh?",
      "text_native": "हेलो, भगत जी बात कर रहे हैं? भगत सिंह के नाम से?"
    },
    {
      "ucid": "21112178583645041",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.47,
      "end_s": 4.2,
      "text_en": "Yes, yes, yes, yes.",
      "text_native": "हां हां हां हां।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.58,
      "end_s": 7.9,
      "text_en": "Bhagat ji, good afternoon. I am Ankit Mishra speaking, from JSW Steel, Mumbai.",
      "text_native": "भगत जी, गुड आफ्टरनून। मैं अंकित मिश्रा बात कर रहा हूं, जे एस डब्ल्यू स्टील से, मुंबई।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.76,
      "text_en": "Yes, yes.",
      "text_native": "हांजी हांजी।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.08,
      "end_s": 14.8,
      "text_en": "Uh sir, as the month has changed, last month you had generated an inquiry but unfortunately we couldn't close it. So, in this month, do you have any requirement? Are you looking for anything in terms of steel?",
      "text_native": "अ सर, जैसे मंथ चेंज हुआ है, लास्ट मंथ आपने इंक्वायरी जनरेट करी थी बट अनफॉर्चूनेटली हम उसको क्लोज नहीं कर पाए थे। तो ये महीने में आपका कुछ है रिक्वायरमेंट? देख रहे हो इन टर्म्स ऑफ स्टील?"
    },
    {
      "ucid": "21112178583645041",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.98,
      "end_s": 20.0,
      "text_en": "I will need it now, Jindal's. I will take the material, near about the 20th. On the 20th, I will take it by the 20th. Do you have stock after the 20th?",
      "text_native": "अभी लगेगा जिंदल का, मैं मटेरियल लूंगा मैं नियर अबाउट ट्वेंटी। बीस तारीख के, बीस तारीख तक लूंगा। बीस तारीख के बाद स्टॉक है?"
    },
    {
      "ucid": "21112178583645041",
      "idx": 7,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 21.6,
      "text_en": "Okay, you will take it after the 20th? Okay.",
      "text_native": "अच्छा, ट्वेंटी के बाद आप लोगे? ओके।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 22.7,
      "text_en": "Yes, I will take it after the 20th.",
      "text_native": "हां, ट्वेंटी के बाद लूंगा।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.9,
      "end_s": 23.4,
      "text_en": "Okay sir, once",
      "text_native": "ठीक है सर, एक बार"
    },
    {
      "ucid": "21112178583645041",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.4,
      "end_s": 29.8,
      "text_en": "Connect with me on the 15th, 16th, 17th. Listen, why is my dealing with you not happening? There is only one reason for your dealing, that your dealing says to deposit the money first, then the material will come.",
      "text_native": "मेरेको पंद्रह, सोलह, सतरह तारीख को लिंक कर लो। मैं सुनो ना, आपसे डीलिंग मेरी क्यों नहीं हो रही? आपका डीलिंग का सिर्फ एक ही कारण है कि आपकी डीलिंग बोलती है कि पहले पैसा जमा करो फिर माल आएगा।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 11,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 30.5,
      "text_en": "Correct.",
      "text_native": "करेक्ट।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 12,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 31.6,
      "text_en": "Yes. So I",
      "text_native": "हां। तो मैं"
    },
    {
      "ucid": "21112178583645041",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 47.0,
      "text_en": "So sir, listen, how it is here, Bhagat ji, is that our process, whether you take five tons from us or you take five hundred tons from us, okay? For the first two orders, it's the same for all our customers, this, that it will be 100% advance only from our side. If you place an order from our platform, okay? So on the platform also, you have to give 20% advance along with your... and then when our material is ready, at that time you have to, before delivery, you have to make the payment for the balance deposit. So that is the same for everyone.",
      "text_native": "तो सर सुनो ना, कि यहां पे कैसे होता है ना भगत जी, कि हम लोग का जो प्रोसेस होता है, चाहे आप हमसे पांच टन लो या हमसे आप पांच सौ टन लो, ठीक है? पहले दो ऑर्डर्स के लिए हमारे सब कस्टमर के लिए सेम है, ये कि हंड्रेड परसेंट एडवांस ही रहेगा हमारा। अगर आप हमारे प्लेटफार्म से ऑर्डर प्लेस करते हो, ठीक है? तो प्लेटफार्म में भी ट्वेंटी परसेंट एडवांस देना होता है अलोंग विथ योर एंड देन जब हमारा मटेरियल रेडी हो जाएगा, तो उस टाइम पे आपको, डिलीवरी से पहले आपको बैलेंस डिपॉजिट का आपको पेमेंट करना पड़ता है। तो वो सबके लिए सेम है।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 14,
      "speaker": "customer",
      "start_s": 47.0,
      "end_s": 47.5,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 15,
      "speaker": "agent",
      "start_s": 47.8,
      "end_s": 52.8,
      "text_en": "So in that, we won't be able to help you with anything. But yes, if you start once, then we can, you know, look into the credit facilities from our end.",
      "text_native": "तो उसमें हम आपको कुछ हेल्प नहीं कर पाएंगे। बट हां, अगर आप एक बार चालू करोगे देन वी कैन यू नो लुक इन टू द क्रेडिट फैसिलिटीज फ्रॉम आवर एंड।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 16,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 53.4,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 17,
      "speaker": "agent",
      "start_s": 53.4,
      "end_s": 56.0,
      "text_en": "But without starting that, I won't be able to do anything for you, to be very honest.",
      "text_native": "पर उसके चालू के बिना तो आपको मैं कुछ भी नहीं कर पाऊंगा, टू बी वेरी ऑनेस्ट।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 18,
      "speaker": "customer",
      "start_s": 56.2,
      "end_s": 57.0,
      "text_en": "Yes, yes, yes, yes.",
      "text_native": "हां हां हां हां।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 19,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 67.0,
      "text_en": "So then in the end, what does a person think about such things, the one we are taking from, and your and their rate is also the same. There isn't that much of a difference. So then what we do is, in that way, we order from them and the material arrives the very next day for us. There's nothing about it being made or not.",
      "text_native": "तो फिर मैं लास्ट में फिर आदमी क्या सोचता है ऐसी बातें, जो हमारे से ले रहे हैं और आपका उनका रेट भी सेम है। कोई इतना ज्यादा फर्क नहीं। तो फिर हम क्या करते हैं उस तरीके पे आगे, उसको ऑर्डर करते हैं तो वो इमीडिएट सेकंड डे माल आ जाता है हमारे को। बनने ना बनने के ऊपर है ही नहीं कुछ।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 20,
      "speaker": "agent",
      "start_s": 67.0,
      "end_s": 75.8,
      "text_en": "That's right. You start once, once you start the business with us, then you will also understand what our process is, what our services are like, so you will have that understanding of that thing. So plus for you, a benefit will also start for you at our place.",
      "text_native": "बराबर है। आप एक बार आप चालू कीजिए, एक बार आप हमारे साथ चालू कीजिए बिजनेस तो आपको भी समझ में आएगा कि क्या हमारा प्रोसेस है, कैसा हमारा सर्विसेस है, तो आपको वो अंडरस्टैंडिंग होगी उस चीज की। तो प्लस आपके लिए, आपके लिए बेनिफिट भी चालू हो जाएगा हमारे यहां।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 21,
      "speaker": "customer",
      "start_s": 76.0,
      "end_s": 76.8,
      "text_en": "Okay, okay sir.",
      "text_native": "ठीक है, ठीक है सर।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 22,
      "speaker": "agent",
      "start_s": 77.0,
      "end_s": 77.3,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178583645041",
      "idx": 23,
      "speaker": "customer",
      "start_s": 77.3,
      "end_s": 78.0,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 24,
      "speaker": "agent",
      "start_s": 78.0,
      "end_s": 80.0,
      "text_en": "So sir, I will call you back after the 20th. Okay, bye.",
      "text_native": "तो सर, आपको ट्वेंटी के बाद मैं आपको वापस कॉल बैक करता हूं। चलिए, बाय।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 25,
      "speaker": "customer",
      "start_s": 80.3,
      "end_s": 80.8,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 26,
      "speaker": "agent",
      "start_s": 80.8,
      "end_s": 81.1,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178583645041",
      "idx": 27,
      "speaker": "customer",
      "start_s": 81.1,
      "end_s": 81.6,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 28,
      "speaker": "agent",
      "start_s": 81.8,
      "end_s": 82.2,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 29,
      "speaker": "customer",
      "start_s": 82.2,
      "end_s": 82.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178583645041",
      "idx": 30,
      "speaker": "agent",
      "start_s": 82.9,
      "end_s": 83.3,
      "text_en": "Okay sir.",
      "text_native": "ओके सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178583645041",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Bhagat ji, good afternoon. I am Ankit Mishra speaking, from JSW Steel, Mumbai.",
      "comment": "The agent introduced himself and the company but did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178583645041",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: So, in this month, do you have any requirement? Are you looking for anything in terms of steel?",
      "comment": "The agent did not lead with a supply or price hook; instead, he asked a generic question about requirements."
    },
    {
      "ucid": "21112178583645041",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions and was immediately sidetracked by the customer's objection, never attempting to learn about their business."
    },
    {
      "ucid": "21112178583645041",
      "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. The agent only discussed the payment process in response to an objection."
    },
    {
      "ucid": "21112178583645041",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: I will take the material, near about the 20th.",
      "comment": "Although the customer stated a future requirement, the agent failed to ask any qualifying questions like grade, size, quantity, or location."
    },
    {
      "ucid": "21112178583645041",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: So sir, I will call you back after the 20th.",
      "comment": "The agent committed to a vague callback timeframe ('after the 20th') instead of a specific date, and ignored the customer's request to connect on the 15th-17th."
    }
  ],
  "objections": [
    {
      "ucid": "21112178583645041",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "CUSTOMER: There is only one reason for your dealing, that your dealing says to deposit the money first, then the material will come.",
      "response": "AGENT: For the first two orders, it's the same for all our customers, this, that it will be 100% advance only from our side... if you start once, then we can, you know, look into the credit facilities from our end."
    },
    {
      "ucid": "21112178583645041",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "CUSTOMER: the one we are taking from, and your and their rate is also the same... we order from them and the material arrives the very next day for us.",
      "response": "AGENT: You start once, once you start the business with us, then you will also understand what our process is, what our services are like..."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}