{
  "ucid": "21112178584192471",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 16:42:04",
  "end_time": "1899-12-30 16:48:03",
  "duration_sec": 359,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa142f20f4d45f904e9866ffe60f2af2a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 236,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178584192471__DIAa142f20f4d45f904e9866ffe60f2af2a.mp3",
  "audio_bytes": 1034856,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 344.952,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Yes?   (हां जी?)\n[3s] AGENT: Yes, hello sir. My name is Gautam, I'm speaking from the JSW One Ghaziabad office.   (हां जी नमस्कार सर। आपके नाम गौतम बात कर रहा हूं मैं JSW One गाजियाबाद ऑफिस से।)\n[6s] CUSTOMER: Yes, tell me.   (जी बताइए।)\n[7s] AGENT: Yes sir, will you have any requirement in HR for trading?   (जी सर, HR में कोई रिक्वायरमेंट होगी ट्रेडिंग के लिए आपको?)\n[10s] CUSTOMER: Your rates were coming very high.   (रेट बहुत ज्यादा प्लस आ रहे थे आपके।)\n[13s] AGENT: Yes, I mean, you had asked for CR last time, right?   (हां, मतलब वो आपने CR के लिए किए थे ना लास्ट टाइम?)\n[15s] CUSTOMER: Yes.   (हां।)\n[16s] AGENT: Those are sometimes higher, but in HR   (उसके ज्यादा ही रहते हैं कभी-कभी पर HR में)\n[18s] CUSTOMER: Tell me for 2.8.   (2.8 का बता दो।)\n[19s] AGENT: HR, right?   (HR ना?)\n[20s] CUSTOMER: Yes.   (हां।)\n[21s] AGENT: This, sir, we have for 56,500 ex-Ghaziabad with loading.   (ये सर है हमारे पास 56 500 ex-Ghaziabad with loading.)\n[26s] CUSTOMER: No, tell me what the rate will be in Faridabad.   (नहीं, फरीदाबाद में मेरेको बताओ क्या रेट पड़ेगा?)\n[29s] AGENT: The material should be available in Faridabad, that's the problem.   (फरीदाबाद में होना चाहिए ना मटेरियल, दिक्कत ये है।)\n[31s] CUSTOMER: What?   (हैं?)\n[32s] AGENT: The material should also be available with us in Faridabad, that's the problem, sir.   (फरीदाबाद में होना भी तो चाहिए मटेरियल हमारे पास, वो दिक्कत है ना सर।)\n[35s] CUSTOMER: What is available in Faridabad?   (फरीदाबाद में क्या अवेलेबल है?)\n[37s] AGENT: I mean, it will be available. 2.8 1250, right, you have? One coil will be available for around 56,700.   (मतलब मिल जाएगा 2.8 1250 है ना आप पे? एक coil मिल जाएगी वो 56 700 के आसपास।)\n[42s] AGENT: And if you take it from Ghaziabad, it will cost up to 56,350.   (और गाजियाबाद से लोगे तो 56 350 तक पड़ेगी।)\n[46s] CUSTOMER: And in that, I just picked up JSW from here for 55 and a half.   (और उसमें साढ़े 55 तो मैंने यहीं से उठाया अभी JSW।)\n[49s] AGENT: Yes, so in that   (हां तो उसमें)\n[50s] CUSTOMER: I had picked up two coils.   (दो coil उठाए थे।)\n[50s] AGENT: You picked it up just now? Yesterday, the day before?   (अभी उठाया? कल परसों?)\n[52s] CUSTOMER: Picked it up yesterday.   (कल उठाया।)\n[52s] AGENT: Yes.   (हां।)\n[53s] AGENT: Did you pick it up from SK or from someone else?   (SK से उठाया या किसी और से उठाया आपने?)\n[55s] CUSTOMER: From Metals, from MTC.   (Metals से, MTC से।)\n[57s] AGENT: MTC?\n[58s] CUSTOMER: Yes.   (हां।)\n[59s] AGENT: No, the rate was there, I'm not denying it, but you also picked up the quantity for 50.   (नहीं, था रेट, मैं इन में नहीं कर रहा पर आपने क्वांटिटी भी तो 50 में उठाई है।)\n[63s] AGENT: So the market has increased a little, right? If you check now, they might give a different rate.   (तो बढ़ गया ना थोड़ा सा मार्केट। अभी चेक करोगे तो शायद अलग रेट दे दें।)\n[66s] CUSTOMER: No, the market has increased by 500, 700 rupees a ton.   (नहीं मार्केट तो बढ़ी है 500, 700 रुपए टन।)\n[69s] AGENT: Yes.   (हां।)\n[70s] CUSTOMER: I know that it has increased.   (वो तो पता है जो बढ़ी है।)\n[72s] AGENT: Okay, tell me for how much you can take the 2.8 one, I will then talk to the seller there.   (चलो 2.8 वाला बताओ आप कितने में ले सकते हो, मैं बात करता हूं फिर सेलर से वहां पे।)\n[76s] CUSTOMER: I just... I had a requirement for three coils, I have purchased that. They will be cut and dispatched today and tomorrow, then I will tell you what other requirement I have in HR.   (मैंने अभी तो मेरेको रिक्वायरमेंट थी तीन coil की, वो मैंने परचेस कर ली है। अभी कट के आज और कल में डिस्पैच होंगे, फिर मैं आपको बताता हूं HR में और क्या रिक्वायरमेंट मेरी निकलती है।)\n[83s] AGENT: No, in HR, because in HR you will get a benefit here, in the future, in the first instance you will get it, the rate is also lower here. Brother, think, today ours was low but even ours was not less than 55 two days ago, at the end of the month.   (नहीं HR में क्योंकि HR में यहां फायदा मिल जाएगा, इन फ्यूचर पहली बार में आपको मिल जाएगा यहां पे रेट कम भी रहता है। भाई सोचो आज हमारा कम था पर हमारा भी 55 से कम नहीं था दो दिन पहले, मंथ के एंड में।)\n[90s] CUSTOMER: It's like this, sir, I have to compete. For competition, I need a cheaper rate. Now what happens is, when you work with manufacturers and in that, there is always competition.   (ऐसा है ना सर, मेरेको तो कंपटीशन करना है। कंपटीशन के लिए तो मेरेको रेट सस्ता चाहिए। अब क्या है कि जिन मैन्युफैक्चरर और उसमें काम कराएं तो उसमें कंपटीशन होता ही होता है।)\n[96s] AGENT: Look, I have given you my number. When you have a live requirement, you can negotiate the rate with me, I will get it done, okay?   (देखो मैंने आपको नंबर दे दिया अपना। जब कोई लाइव रिक्वायरमेंट आए तब आप मेरे से रेट नेगोशिएट कर लेना, मैं करवा दूंगा, ठीक है?)\n[101s] CUSTOMER: Okay. Next time, should I do it in HR or CR?   (ठीक है। नेक्स्ट टाइम HR में करना है या CR में?)\n[103s] AGENT: Our rate will only be in HR, what I am telling you. It won't be in CR.   (सिर्फ HR में होगा हमारा रेट, मैं जो बता रहा हूं। CR में होगा ही नहीं।)\n[106s] CUSTOMER: In HR, you mean you will give me the best price from the market, is that so?   (HR में मार्केट से मेरेको मतलब बेस्ट दे दोगे प्राइस, ऐसा?)\n[108s] AGENT: Yes, we will give the best in JSW, we will give in Jaiswal, and we will give in Tata as well.   (हां, बेस्ट JSW में दे देंगे, Jaiswal में दे देंगे और Tata में भी दे देंगे।)\n[111s] CUSTOMER: Okay.   (ठीक है।)\n[112s] CUSTOMER: Okay, this Kalinga material that is coming, TMT, in Tata   (अच्छा, ये अपना जो इसका कलिंगा का माल आ रहा है, TMT, Tata में)\n[115s] AGENT: Yes.   (हां।)\n[116s] CUSTOMER: So the rates in that are very cheap. I have seen a purchase, it's a purchase of 58 rupees for CR as well.   (तो उसमें रेट बहुत सस्ते हैं। मैंने परचेस देखी है 58 रुपए की परचेस है CR की भी।)\n[120s] AGENT: For CR? Yes.   (CR की? हां।)\n[122s] CUSTOMER: So why is this Kalinga material so cheap?   (तो ये कलिंगा वाला इतना सस्ता क्यों है माल?)\n[124s] AGENT: Tata's comes for 62, 64 only, or 61. The one who has an MOU signed must be getting it for 58.   (Tata का तो आता ही 62, 64 में है, 61 में तो। जिसका MOU साइन होगा उसे मिल रहा होगा 58 में।)\n[129s] CUSTOMER: Yes, they have an MOU signed.   (हां, MOU साइन है उनके।)\n[131s] AGENT: Yes, MOUs are signed, that's why it's available for cheap.   (हां, MOU साइन होते हैं इसलिए सस्ता मिल जाता है।)\n[133s] AGENT: Here with us   (हमारे यहां)\n[134s] CUSTOMER: And there are rebates and all in that, right?   (और रिबेट वगेरा भी तो है ना उसमें?)\n[135s] AGENT: What?   (क्या?)\n[136s] CUSTOMER: There are rebates and all too, right? I mean, the MOU is signed, they got the rate of 58 here. Besides that, there are rebates and other things too.   (रिबेट वगेरा भी तो है? मतलब MOU साइन है, 58 का तो रेट उन्हें यहां पर मिला है। बाकी रिबेट वगेरा भी है और भी है।)\n[140s] AGENT: Yes, so all this is there in the company. When you become a member of someone, yes.   (हां तो ये सब कंपनी में रहता है। जब आप कम से कम मेंबर बनते हो ना किसी के, हां।)\n[145s] AGENT: So you get a CN of a thousand per ton.   (तो हजार पर टन तो आपको CN मिल जाता है।)\n[149s] CUSTOMER: So that's what I'm thinking, if a system can be set up from somewhere.   (तो वही मैं सोच रहा हूं कि कहीं से अगर सिस्टम बन जाए।)\n[152s] AGENT: Yes, so our company, from the third order, gives 500 rupees per ton, that is, CN. For our repeat buyers. Those who, I mean, lift 100 tons from us in a month,   (हां तो हमारी कंपनी तीसरे ऑर्डर से 500 रुपए पर टन वो देती है, CN। जो रिपीट बायर होते हैं हमारे। जो मतलब एक महीने में 100 टन उठाते हैं ना हमसे,)\n[158s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[158s] AGENT: gives them a CN of 500 rupees per ton. Meaning, like, once the invoice is done, the buyer gets a CN of 500 rupees per ton.   (उन्हें 500 रुपए पर टन CN देती है। मतलब यानी कि जैसे इनवॉइस हो गया तो 500 रुपए पर टन CN मिल जाता है बायर को।)\n[162s] AGENT: But the thing is, one has to lift 100 tons in a month for that.   (पर ये है कि एक महीने में 100 टन उठाना पड़ता है उसके लिए।)\n[164s] CUSTOMER: No, not 100 tons, I will lift 200 tons, there's no problem with that. But I should get the best price from the market.   (नहीं, 100 टन नहीं, मैं 200 टन उठा लूंगा, उससे कोई दिक्कत नहीं है। लेकिन वो मार्केट से बेस्ट प्राइस मिलने चाहिए।)\n[168s] AGENT: That's the point.   (ये है बात।)\n[169s] AGENT: Suppose from the market, ours is, say, 250 higher, right? Ours. You became our customer, in the first two [orders] you got the rate matched, took it at par with the market or lower, okay? From the next time, if they are giving a CN of 500,   (मार्केट से सोचो हमारा सोचो 250 ऊपर है, है ना? हमारा। आप बन गए हमारे, पहले दो में आपने रेट मैच करा लिया, मार्केट के बराबर ले लिया या कम ले लिया, ठीक है? अगली बार से अगर 500 अगर CN दे रहे हैं,)\n[176s] CUSTOMER: Hmm.   (हम्म।)\n[176s] AGENT: then even if it's 250 higher, you will get a CN of 500.   (तो 250 ऊपर भी हुआ तो 500 CN मिल जाएगा।)\n[180s] AGENT: There is some benefit or the other, that's what I'm saying.   (कुछ ना कुछ तो फायदा हो ही जाता है, ये चीज कह रहा हूं मैं।)\n[182s] CUSTOMER: So the CN that is given, is it given at the month end or how, I mean, is it quarter-wise?   (तो CN जो मिलता है, ये मंथ एंड में मिलता है या कैसे मतलब, क्वार्टर वाइज होता है?)\n[186s] AGENT: It's on the invoice. When the invoice is generated, it will be added to your ledger.   (इनवॉइस पे रहता है। इनवॉइस होगा तब आपके लेजर में ऐड हो जाएगा।)\n[189s] CUSTOMER: It will be added to the ledger, but when will I get it, that's what I'm asking.   (लेजर में तो ऐड हो जाएगा, मिलेगा कब, वो पूछ रहा हूं मैं।)\n[191s] AGENT: You can get that deposited in the bank anytime, it's in your bank only. Ledger means your bank only.   (वो तो कभी भी बैंक में डलवा लो, आपके बैंक में ही है। लेजर मतलब आपका बैंक ही है।)\n[195s] CUSTOMER: Oh, okay.   (अच्छा।)\n[196s] AGENT: Yes.   (हां।)\n[198s] CUSTOMER: Okay, so we'll connect with you, sir, let's see.   (ठीक है, तो आपसे जुड़ते हैं सर, देखते हैं।)\n[201s] AGENT: Okay, I have sent my personal number on WhatsApp. If you are there, let me know, okay sir?   (ठीक है, WhatsApp पर नंबर डाल दिया मैंने अपना पर्सनल। आप हो तो बता देना, ठीक है सर?)\n[204s] CUSTOMER: Okay sir, I will be in contact with you.   (ठीक है सर, मैं आपसे कांटेक्ट में रहूंगा।)\n[207s] AGENT: Okay, thank you.\n[208s] CUSTOMER: Hello/Goodbye.   (नमस्ते।)\n[209s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 82,
  "connected": 1,
  "audio_notes": "clear: The conversation is clear with standard B2B sales call terminology.",
  "transcript_status": "ok",
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  "band": "green",
  "band_reason": "82 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)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Start every call by using the customer's name and asking for permission, then deliver your hook before asking about requirements. This sets a professional tone and gives the customer a reason to listen.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
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  "moq_severity": null,
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  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
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  "call_summary": "The customer, a trader, immediately objected to JSW One's pricing based on a past inquiry. The agent pivoted to HR coils, quoted a price for 2.8mm, and handled price objections by discussing market changes and a future rebate program. The customer had already fulfilled their current requirement but expressed interest in future business if the price was competitive. The call ended without a firm next step, with the customer promising to stay in touch.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak before starting the pitch.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a proactive hook, instead immediately asking about requirements and then reacting to a price objection.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent only discovered the customer's current supplier and potential monthly tonnage, missing the other 4 discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[152s] AGENT: Yes, so our company, from the third order, gives 500 rupees per ton, that is, CN. For our repeat buyers.\", \"comment\": \"Agent pitched the company's rebate/CN policy, which was relevant to the customer's primary concern about price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[37s] AGENT: I mean, it will be available. 2.8 1250, right, you have? One coil will be available for around 56,700.\", \"comment\": \"Agent qualified the customer's interest in 2.8mm HR, confirmed width, and checked stock/price for two locations.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague \\\"I will be in contact with you\\\" from the customer, not a specific, agent-driven next step.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Start every call by using the customer's name and asking for permission, then deliver your hook before asking about requirements. This sets a professional tone and gives the customer a reason to listen.\", \"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\": \"price\", \"state\": \"handled\", \"evidence\": \"[10s] CUSTOMER: Your rates were coming very high.\", \"response\": \"[63s] AGENT: So the market has increased a little, right? If you check now, they might give a different rate.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"[76s] CUSTOMER: I just... I had a requirement for three coils, I have purchased that.\", \"response\": \"[83s] AGENT: No, in HR, because in HR you will get a benefit here, in the future, in the first instance you will get it, the rate is also lower here.\"}], \"call_summary\": \"The customer, a trader, immediately objected to JSW One's pricing based on a past inquiry. The agent pivoted to HR coils, quoted a price for 2.8mm, and handled price objections by discussing market changes and a future rebate program. The customer had already fulfilled their current requirement but expressed interest in future business if the price was competitive. The call ended without a firm next step, with the customer promising to stay in touch.\"}",
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  "input_tokens": 6017,
  "output_tokens": 1015,
  "created_at": "2026-09-25 11:02:22",
  "sentiment": "neutral",
  "sentiment_score": -0.114,
  "sentiment_confidence": "high",
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  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
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  "interruptions": 0,
  "agent_turns": 45,
  "customer_turns": 37,
  "discovery_qs": 16,
  "words_agent": 589,
  "words_customer": 360,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178584192471",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.48,
      "end_s": 2.88,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 6.2,
      "text_en": "Yes, hello sir. My name is Gautam, I'm speaking from the JSW One Ghaziabad office.",
      "text_native": "हां जी नमस्कार सर। आपके नाम गौतम बात कर रहा हूं मैं JSW One गाजियाबाद ऑफिस से।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.44,
      "end_s": 7.16,
      "text_en": "Yes, tell me.",
      "text_native": "जी बताइए।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 10.0,
      "text_en": "Yes sir, will you have any requirement in HR for trading?",
      "text_native": "जी सर, HR में कोई रिक्वायरमेंट होगी ट्रेडिंग के लिए आपको?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.48,
      "end_s": 12.6,
      "text_en": "Your rates were coming very high.",
      "text_native": "रेट बहुत ज्यादा प्लस आ रहे थे आपके।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.96,
      "end_s": 15.0,
      "text_en": "Yes, I mean, you had asked for CR last time, right?",
      "text_native": "हां, मतलब वो आपने CR के लिए किए थे ना लास्ट टाइम?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.36,
      "end_s": 15.68,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.92,
      "end_s": 18.1,
      "text_en": "Those are sometimes higher, but in HR",
      "text_native": "उसके ज्यादा ही रहते हैं कभी-कभी पर HR में"
    },
    {
      "ucid": "21112178584192471",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 19.16,
      "text_en": "Tell me for 2.8.",
      "text_native": "2.8 का बता दो।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.4,
      "end_s": 20.0,
      "text_en": "HR, right?",
      "text_native": "HR ना?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 20.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 25.3,
      "text_en": "This, sir, we have for 56,500 ex-Ghaziabad with loading.",
      "text_native": "ये सर है हमारे पास 56 500 ex-Ghaziabad with loading."
    },
    {
      "ucid": "21112178584192471",
      "idx": 13,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 28.3,
      "text_en": "No, tell me what the rate will be in Faridabad.",
      "text_native": "नहीं, फरीदाबाद में मेरेको बताओ क्या रेट पड़ेगा?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 30.9,
      "text_en": "The material should be available in Faridabad, that's the problem.",
      "text_native": "फरीदाबाद में होना चाहिए ना मटेरियल, दिक्कत ये है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 31.6,
      "text_en": "What?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 34.7,
      "text_en": "The material should also be available with us in Faridabad, that's the problem, sir.",
      "text_native": "फरीदाबाद में होना भी तो चाहिए मटेरियल हमारे पास, वो दिक्कत है ना सर।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 17,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 36.3,
      "text_en": "What is available in Faridabad?",
      "text_native": "फरीदाबाद में क्या अवेलेबल है?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 18,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 41.8,
      "text_en": "I mean, it will be available. 2.8 1250, right, you have? One coil will be available for around 56,700.",
      "text_native": "मतलब मिल जाएगा 2.8 1250 है ना आप पे? एक coil मिल जाएगी वो 56 700 के आसपास।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.4,
      "end_s": 45.1,
      "text_en": "And if you take it from Ghaziabad, it will cost up to 56,350.",
      "text_native": "और गाजियाबाद से लोगे तो 56 350 तक पड़ेगी।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 20,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 49.0,
      "text_en": "And in that, I just picked up JSW from here for 55 and a half.",
      "text_native": "और उसमें साढ़े 55 तो मैंने यहीं से उठाया अभी JSW।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 21,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 49.6,
      "text_en": "Yes, so in that",
      "text_native": "हां तो उसमें"
    },
    {
      "ucid": "21112178584192471",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.6,
      "end_s": 50.3,
      "text_en": "I had picked up two coils.",
      "text_native": "दो coil उठाए थे।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 23,
      "speaker": "agent",
      "start_s": 50.3,
      "end_s": 51.2,
      "text_en": "You picked it up just now? Yesterday, the day before?",
      "text_native": "अभी उठाया? कल परसों?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 24,
      "speaker": "customer",
      "start_s": 51.5,
      "end_s": 52.2,
      "text_en": "Picked it up yesterday.",
      "text_native": "कल उठाया।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 25,
      "speaker": "agent",
      "start_s": 52.2,
      "end_s": 52.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 26,
      "speaker": "agent",
      "start_s": 53.2,
      "end_s": 55.0,
      "text_en": "Did you pick it up from SK or from someone else?",
      "text_native": "SK से उठाया या किसी और से उठाया आपने?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 27,
      "speaker": "customer",
      "start_s": 55.0,
      "end_s": 56.5,
      "text_en": "From Metals, from MTC.",
      "text_native": "Metals से, MTC से।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 28,
      "speaker": "agent",
      "start_s": 57.0,
      "end_s": 57.8,
      "text_en": "MTC?",
      "text_native": "MTC?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 29,
      "speaker": "customer",
      "start_s": 58.1,
      "end_s": 58.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 30,
      "speaker": "agent",
      "start_s": 59.0,
      "end_s": 62.8,
      "text_en": "No, the rate was there, I'm not denying it, but you also picked up the quantity for 50.",
      "text_native": "नहीं, था रेट, मैं इन में नहीं कर रहा पर आपने क्वांटिटी भी तो 50 में उठाई है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 31,
      "speaker": "agent",
      "start_s": 63.2,
      "end_s": 65.9,
      "text_en": "So the market has increased a little, right? If you check now, they might give a different rate.",
      "text_native": "तो बढ़ गया ना थोड़ा सा मार्केट। अभी चेक करोगे तो शायद अलग रेट दे दें।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 32,
      "speaker": "customer",
      "start_s": 66.2,
      "end_s": 68.8,
      "text_en": "No, the market has increased by 500, 700 rupees a ton.",
      "text_native": "नहीं मार्केट तो बढ़ी है 500, 700 रुपए टन।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 33,
      "speaker": "agent",
      "start_s": 68.9,
      "end_s": 69.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 34,
      "speaker": "customer",
      "start_s": 70.0,
      "end_s": 71.8,
      "text_en": "I know that it has increased.",
      "text_native": "वो तो पता है जो बढ़ी है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 35,
      "speaker": "agent",
      "start_s": 72.0,
      "end_s": 75.4,
      "text_en": "Okay, tell me for how much you can take the 2.8 one, I will then talk to the seller there.",
      "text_native": "चलो 2.8 वाला बताओ आप कितने में ले सकते हो, मैं बात करता हूं फिर सेलर से वहां पे।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 36,
      "speaker": "customer",
      "start_s": 76.2,
      "end_s": 83.4,
      "text_en": "I just... I had a requirement for three coils, I have purchased that. They will be cut and dispatched today and tomorrow, then I will tell you what other requirement I have in HR.",
      "text_native": "मैंने अभी तो मेरेको रिक्वायरमेंट थी तीन coil की, वो मैंने परचेस कर ली है। अभी कट के आज और कल में डिस्पैच होंगे, फिर मैं आपको बताता हूं HR में और क्या रिक्वायरमेंट मेरी निकलती है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 37,
      "speaker": "agent",
      "start_s": 83.4,
      "end_s": 89.4,
      "text_en": "No, in HR, because in HR you will get a benefit here, in the future, in the first instance you will get it, the rate is also lower here. Brother, think, today ours was low but even ours was not less than 55 two days ago, at the end of the month.",
      "text_native": "नहीं HR में क्योंकि HR में यहां फायदा मिल जाएगा, इन फ्यूचर पहली बार में आपको मिल जाएगा यहां पे रेट कम भी रहता है। भाई सोचो आज हमारा कम था पर हमारा भी 55 से कम नहीं था दो दिन पहले, मंथ के एंड में।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 38,
      "speaker": "customer",
      "start_s": 89.6,
      "end_s": 96.4,
      "text_en": "It's like this, sir, I have to compete. For competition, I need a cheaper rate. Now what happens is, when you work with manufacturers and in that, there is always competition.",
      "text_native": "ऐसा है ना सर, मेरेको तो कंपटीशन करना है। कंपटीशन के लिए तो मेरेको रेट सस्ता चाहिए। अब क्या है कि जिन मैन्युफैक्चरर और उसमें काम कराएं तो उसमें कंपटीशन होता ही होता है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 39,
      "speaker": "agent",
      "start_s": 96.4,
      "end_s": 101.0,
      "text_en": "Look, I have given you my number. When you have a live requirement, you can negotiate the rate with me, I will get it done, okay?",
      "text_native": "देखो मैंने आपको नंबर दे दिया अपना। जब कोई लाइव रिक्वायरमेंट आए तब आप मेरे से रेट नेगोशिएट कर लेना, मैं करवा दूंगा, ठीक है?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 40,
      "speaker": "customer",
      "start_s": 101.2,
      "end_s": 103.2,
      "text_en": "Okay. Next time, should I do it in HR or CR?",
      "text_native": "ठीक है। नेक्स्ट टाइम HR में करना है या CR में?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 41,
      "speaker": "agent",
      "start_s": 103.2,
      "end_s": 105.4,
      "text_en": "Our rate will only be in HR, what I am telling you. It won't be in CR.",
      "text_native": "सिर्फ HR में होगा हमारा रेट, मैं जो बता रहा हूं। CR में होगा ही नहीं।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 42,
      "speaker": "customer",
      "start_s": 105.6,
      "end_s": 108.0,
      "text_en": "In HR, you mean you will give me the best price from the market, is that so?",
      "text_native": "HR में मार्केट से मेरेको मतलब बेस्ट दे दोगे प्राइस, ऐसा?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 43,
      "speaker": "agent",
      "start_s": 108.0,
      "end_s": 111.2,
      "text_en": "Yes, we will give the best in JSW, we will give in Jaiswal, and we will give in Tata as well.",
      "text_native": "हां, बेस्ट JSW में दे देंगे, Jaiswal में दे देंगे और Tata में भी दे देंगे।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 44,
      "speaker": "customer",
      "start_s": 111.4,
      "end_s": 111.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 45,
      "speaker": "customer",
      "start_s": 112.4,
      "end_s": 115.4,
      "text_en": "Okay, this Kalinga material that is coming, TMT, in Tata",
      "text_native": "अच्छा, ये अपना जो इसका कलिंगा का माल आ रहा है, TMT, Tata में"
    },
    {
      "ucid": "21112178584192471",
      "idx": 46,
      "speaker": "agent",
      "start_s": 115.4,
      "end_s": 115.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 47,
      "speaker": "customer",
      "start_s": 116.2,
      "end_s": 120.0,
      "text_en": "So the rates in that are very cheap. I have seen a purchase, it's a purchase of 58 rupees for CR as well.",
      "text_native": "तो उसमें रेट बहुत सस्ते हैं। मैंने परचेस देखी है 58 रुपए की परचेस है CR की भी।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 48,
      "speaker": "agent",
      "start_s": 120.0,
      "end_s": 121.8,
      "text_en": "For CR? Yes.",
      "text_native": "CR की? हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 49,
      "speaker": "customer",
      "start_s": 122.2,
      "end_s": 124.0,
      "text_en": "So why is this Kalinga material so cheap?",
      "text_native": "तो ये कलिंगा वाला इतना सस्ता क्यों है माल?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 50,
      "speaker": "agent",
      "start_s": 124.2,
      "end_s": 128.8,
      "text_en": "Tata's comes for 62, 64 only, or 61. The one who has an MOU signed must be getting it for 58.",
      "text_native": "Tata का तो आता ही 62, 64 में है, 61 में तो। जिसका MOU साइन होगा उसे मिल रहा होगा 58 में।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 51,
      "speaker": "customer",
      "start_s": 129.2,
      "end_s": 130.6,
      "text_en": "Yes, they have an MOU signed.",
      "text_native": "हां, MOU साइन है उनके।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 52,
      "speaker": "agent",
      "start_s": 130.8,
      "end_s": 133.0,
      "text_en": "Yes, MOUs are signed, that's why it's available for cheap.",
      "text_native": "हां, MOU साइन होते हैं इसलिए सस्ता मिल जाता है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 53,
      "speaker": "agent",
      "start_s": 133.4,
      "end_s": 134.0,
      "text_en": "Here with us",
      "text_native": "हमारे यहां"
    },
    {
      "ucid": "21112178584192471",
      "idx": 54,
      "speaker": "customer",
      "start_s": 134.0,
      "end_s": 135.4,
      "text_en": "And there are rebates and all in that, right?",
      "text_native": "और रिबेट वगेरा भी तो है ना उसमें?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 55,
      "speaker": "agent",
      "start_s": 135.4,
      "end_s": 135.8,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 56,
      "speaker": "customer",
      "start_s": 136.0,
      "end_s": 140.4,
      "text_en": "There are rebates and all too, right? I mean, the MOU is signed, they got the rate of 58 here. Besides that, there are rebates and other things too.",
      "text_native": "रिबेट वगेरा भी तो है? मतलब MOU साइन है, 58 का तो रेट उन्हें यहां पर मिला है। बाकी रिबेट वगेरा भी है और भी है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 57,
      "speaker": "agent",
      "start_s": 140.4,
      "end_s": 145.0,
      "text_en": "Yes, so all this is there in the company. When you become a member of someone, yes.",
      "text_native": "हां तो ये सब कंपनी में रहता है। जब आप कम से कम मेंबर बनते हो ना किसी के, हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 58,
      "speaker": "agent",
      "start_s": 145.4,
      "end_s": 148.0,
      "text_en": "So you get a CN of a thousand per ton.",
      "text_native": "तो हजार पर टन तो आपको CN मिल जाता है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 59,
      "speaker": "customer",
      "start_s": 149.0,
      "end_s": 151.8,
      "text_en": "So that's what I'm thinking, if a system can be set up from somewhere.",
      "text_native": "तो वही मैं सोच रहा हूं कि कहीं से अगर सिस्टम बन जाए।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 60,
      "speaker": "agent",
      "start_s": 152.0,
      "end_s": 157.8,
      "text_en": "Yes, so our company, from the third order, gives 500 rupees per ton, that is, CN. For our repeat buyers. Those who, I mean, lift 100 tons from us in a month,",
      "text_native": "हां तो हमारी कंपनी तीसरे ऑर्डर से 500 रुपए पर टन वो देती है, CN। जो रिपीट बायर होते हैं हमारे। जो मतलब एक महीने में 100 टन उठाते हैं ना हमसे,"
    },
    {
      "ucid": "21112178584192471",
      "idx": 61,
      "speaker": "customer",
      "start_s": 157.8,
      "end_s": 158.2,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 62,
      "speaker": "agent",
      "start_s": 158.2,
      "end_s": 161.8,
      "text_en": "gives them a CN of 500 rupees per ton. Meaning, like, once the invoice is done, the buyer gets a CN of 500 rupees per ton.",
      "text_native": "उन्हें 500 रुपए पर टन CN देती है। मतलब यानी कि जैसे इनवॉइस हो गया तो 500 रुपए पर टन CN मिल जाता है बायर को।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 63,
      "speaker": "agent",
      "start_s": 162.0,
      "end_s": 164.4,
      "text_en": "But the thing is, one has to lift 100 tons in a month for that.",
      "text_native": "पर ये है कि एक महीने में 100 टन उठाना पड़ता है उसके लिए।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 64,
      "speaker": "customer",
      "start_s": 164.4,
      "end_s": 168.2,
      "text_en": "No, not 100 tons, I will lift 200 tons, there's no problem with that. But I should get the best price from the market.",
      "text_native": "नहीं, 100 टन नहीं, मैं 200 टन उठा लूंगा, उससे कोई दिक्कत नहीं है। लेकिन वो मार्केट से बेस्ट प्राइस मिलने चाहिए।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 65,
      "speaker": "agent",
      "start_s": 168.2,
      "end_s": 169.0,
      "text_en": "That's the point.",
      "text_native": "ये है बात।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 66,
      "speaker": "agent",
      "start_s": 169.0,
      "end_s": 176.0,
      "text_en": "Suppose from the market, ours is, say, 250 higher, right? Ours. You became our customer, in the first two [orders] you got the rate matched, took it at par with the market or lower, okay? From the next time, if they are giving a CN of 500,",
      "text_native": "मार्केट से सोचो हमारा सोचो 250 ऊपर है, है ना? हमारा। आप बन गए हमारे, पहले दो में आपने रेट मैच करा लिया, मार्केट के बराबर ले लिया या कम ले लिया, ठीक है? अगली बार से अगर 500 अगर CN दे रहे हैं,"
    },
    {
      "ucid": "21112178584192471",
      "idx": 67,
      "speaker": "customer",
      "start_s": 176.0,
      "end_s": 176.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 68,
      "speaker": "agent",
      "start_s": 176.4,
      "end_s": 179.8,
      "text_en": "then even if it's 250 higher, you will get a CN of 500.",
      "text_native": "तो 250 ऊपर भी हुआ तो 500 CN मिल जाएगा।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 69,
      "speaker": "agent",
      "start_s": 180.2,
      "end_s": 182.0,
      "text_en": "There is some benefit or the other, that's what I'm saying.",
      "text_native": "कुछ ना कुछ तो फायदा हो ही जाता है, ये चीज कह रहा हूं मैं।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 70,
      "speaker": "customer",
      "start_s": 182.2,
      "end_s": 186.0,
      "text_en": "So the CN that is given, is it given at the month end or how, I mean, is it quarter-wise?",
      "text_native": "तो CN जो मिलता है, ये मंथ एंड में मिलता है या कैसे मतलब, क्वार्टर वाइज होता है?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 71,
      "speaker": "agent",
      "start_s": 186.0,
      "end_s": 189.0,
      "text_en": "It's on the invoice. When the invoice is generated, it will be added to your ledger.",
      "text_native": "इनवॉइस पे रहता है। इनवॉइस होगा तब आपके लेजर में ऐड हो जाएगा।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 72,
      "speaker": "customer",
      "start_s": 189.2,
      "end_s": 191.4,
      "text_en": "It will be added to the ledger, but when will I get it, that's what I'm asking.",
      "text_native": "लेजर में तो ऐड हो जाएगा, मिलेगा कब, वो पूछ रहा हूं मैं।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 73,
      "speaker": "agent",
      "start_s": 191.4,
      "end_s": 194.8,
      "text_en": "You can get that deposited in the bank anytime, it's in your bank only. Ledger means your bank only.",
      "text_native": "वो तो कभी भी बैंक में डलवा लो, आपके बैंक में ही है। लेजर मतलब आपका बैंक ही है।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 74,
      "speaker": "customer",
      "start_s": 195.0,
      "end_s": 195.8,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 75,
      "speaker": "agent",
      "start_s": 196.0,
      "end_s": 196.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 76,
      "speaker": "customer",
      "start_s": 198.4,
      "end_s": 200.8,
      "text_en": "Okay, so we'll connect with you, sir, let's see.",
      "text_native": "ठीक है, तो आपसे जुड़ते हैं सर, देखते हैं।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 77,
      "speaker": "agent",
      "start_s": 201.0,
      "end_s": 204.0,
      "text_en": "Okay, I have sent my personal number on WhatsApp. If you are there, let me know, okay sir?",
      "text_native": "ठीक है, WhatsApp पर नंबर डाल दिया मैंने अपना पर्सनल। आप हो तो बता देना, ठीक है सर?"
    },
    {
      "ucid": "21112178584192471",
      "idx": 78,
      "speaker": "customer",
      "start_s": 204.2,
      "end_s": 206.6,
      "text_en": "Okay sir, I will be in contact with you.",
      "text_native": "ठीक है सर, मैं आपसे कांटेक्ट में रहूंगा।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 79,
      "speaker": "agent",
      "start_s": 206.8,
      "end_s": 207.8,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    },
    {
      "ucid": "21112178584192471",
      "idx": 80,
      "speaker": "customer",
      "start_s": 207.8,
      "end_s": 208.4,
      "text_en": "Hello/Goodbye.",
      "text_native": "नमस्ते।"
    },
    {
      "ucid": "21112178584192471",
      "idx": 81,
      "speaker": "agent",
      "start_s": 208.8,
      "end_s": 209.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178584192471",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not use the customer's name or ask for permission to speak before starting the pitch."
    },
    {
      "ucid": "21112178584192471",
      "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 deliver a proactive hook, instead immediately asking about requirements and then reacting to a price objection."
    },
    {
      "ucid": "21112178584192471",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "Agent only discovered the customer's current supplier and potential monthly tonnage, missing the other 4 discovery questions."
    },
    {
      "ucid": "21112178584192471",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[152s] AGENT: Yes, so our company, from the third order, gives 500 rupees per ton, that is, CN. For our repeat buyers.",
      "comment": "Agent pitched the company's rebate/CN policy, which was relevant to the customer's primary concern about price."
    },
    {
      "ucid": "21112178584192471",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[37s] AGENT: I mean, it will be available. 2.8 1250, right, you have? One coil will be available for around 56,700.",
      "comment": "Agent qualified the customer's interest in 2.8mm HR, confirmed width, and checked stock/price for two locations."
    },
    {
      "ucid": "21112178584192471",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a vague \"I will be in contact with you\" from the customer, not a specific, agent-driven next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178584192471",
      "obj_type": "price",
      "state": "handled",
      "evidence": "[10s] CUSTOMER: Your rates were coming very high.",
      "response": "[63s] AGENT: So the market has increased a little, right? If you check now, they might give a different rate."
    },
    {
      "ucid": "21112178584192471",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "[76s] CUSTOMER: I just... I had a requirement for three coils, I have purchased that.",
      "response": "[83s] AGENT: No, in HR, because in HR you will get a benefit here, in the future, in the first instance you will get it, the rate is also lower here."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}