{ "ucid": "21112178910620441", "call_date": "2026-09-11", "start_time": "2026-09-11 11:26:44", "end_time": "2026-09-11 11:29:37", "duration_sec": 173, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA482185e69d6739310b6ca451bbb8b910.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 268, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910620441__DIA482185e69d6739310b6ca451bbb8b910.mp3", "audio_bytes": 418176, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 139.392, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[2s] CUSTOMER: Yes? (हाँ जी?)\n[3s] AGENT: Yeah good morning sir, I'm calling from JSW, Raunak Mehta. Are you planning anything now for HR, CR requirements? (Yeah good morning sir, JSW से बात कर रहा हूँ, रौनक मेहता। अभी कुछ आपको plan कर रहे हैं क्या HR में, CR में requirements?)\n[8s] CUSTOMER: Sir, your rates are higher than SAIL's. We get a call from you every time, it doesn't materialize because we take the benchmark rate of Steel Authority of India Limited. And you people quote me much higher prices. So it doesn't suit me then. (सर आपके rates SAIL से ज्यादा होते हैं। हमारे से हर बारी आपके यहां से एक call आती है, materialize होता नहीं है because we we take benchmark rate of Steel Authority of India Limited. और you people quote me much higher prices. तो मेरे को suit नहीं करता फिर।)\n[19s] AGENT: Sir, which material do you buy? Which brand do you buy, sir? (सर आप कौनसे material का लेते हैं माल? कौनसे brand का लेते हैं सर आप?)\n[22s] CUSTOMER: We take SAIL, sir. (SAIL लेते हैं सर हम।)\n[23s] AGENT: Sir, there is a little difference between SAIL and JSW, a difference of one to one and a half rupees is there. And right now the prices are also on the higher side. So what happens is now (सर SAIL में और JSW में थोड़ा difference तो आता ही है, एक डेढ़ रुपए का तो आता ही है। और अभी prices भी अभी on higher side है। तो क्या होता है अभी)\n[28s] CUSTOMER: Okay, no problem sir, I have an MOU with SAIL. We use 100 tons of material per month. So we get a good rate from there. So we can't afford to pay two and a half rupees more for (चलो कोई बात नहीं सर, मेरा मेरा मेरा MOU है SAIL के साथ। सौ टन महीने का हमारा माल लगता है। तो हमारे को rate अच्छा मिलता है वहां से। तो हमारे को we can't afford to pay two and a half rupees more for)\n[35s] AGENT: Understood, understood.\n[35s] AGENT: Do you deal in any other make? Any PPGL products or CR sheets, do you deal in any such different material, sir? (कोई other make में आप deal करते हैं क्या? कोई PPGL products या CR sheets में ऐसे कोई अलग material में deal करते हैं क्या आप सर?)\n[40s] CUSTOMER: We need that roofing sheet for our factory. If you make that. (वो roofing sheet चाहिए हमारे को अपनी factory के लिए। अगर आप वो बनाते हो तो।)\n[43s] AGENT: We provide that, sir. You send me this, which material do you need? Do you need it in PPGL, do you need color on coated, which one do you need? (हम देते ना सर। आप मुझे ये भेज दीजिए, कौनसा material चाहिए? PPGL में चाहिए, color on coated चाहिए, कौनसा चाहिए आपको?)\n[47s] CUSTOMER: It won't suit me. Where will you supply from? (मुझे suit नहीं करेगा। आप कहां से supply करेंगे?)\n[49s] AGENT: Let me check your location once. Your location is Alwar, right? (आपका location मैं एक बार check कर लेता हूं। location है आपका Alwar ना ये?)\n[52s] CUSTOMER: Yes, it's district Alwar. (हाँ, district Alwar है।)\n[53s] AGENT: Rajasthan, right? You will get it from Jaipur, sir. Let me get it checked from Jaipur once. (Rajasthan ना? Jaipur से मिल जाएगा सर आपको। Jaipur check करा लेता हूं एक बार मैं।)\n[56s] CUSTOMER: Yes, get it done. I need 18 tons of material. (हाँ करा दीजिए। मेरे को चाहिए 18 ton माल चाहिए मेरे को।)\n[59s] AGENT: Okay, is this an immediate purchase for you or are you planning it now, how is it? (Okay, ये आपको तुरंत purchase है आपका या अभी आप plan कर रहे हैं, कैसा है?)\n[101s] CUSTOMER: Immediate, immediate, immediate. (तुरंत, तुरंत, तुरंत।)\n[102s] AGENT: I am pinging you on WhatsApp. I just need your delivery location once (मैं आपको WhatsApp पे ping कर रहा हूं। मुझे खाली एक बार आपका delivery location)\n[105s] CUSTOMER: It won't suit me, sir, I know it, your rate will be high. I, still you ping me, I will put the quotation, size in it. (Suit करेगा नहीं सर, मेरे को पता है ना, आपका rate तेज आएगा। मुझे, मैं फिर भी आप ping कर दीजिए, मैं उसमें quotation, size डाल दूंगा।)\n[109s] AGENT: Sir, I will give you the market operating price only. Even if you fetch it there, the rates will be the same. Or it will be competitive rates, sir. (सर अभी आप market operating price ही मैं आपको दूंगा। आप वहां पे fetch भी करेंगे ना, same ही rates रहेगा। या competitive rates रहेगा सर।)\n[114s] CUSTOMER: Okay, send it, send it. (ठीक है, भेजिए, भेजिए।)\n[115s] AGENT: Okay. Just send me the dimensions and material, what is the requirement in tons. And will you take a coil or a sheet, what will you take, sir? (Okay. मुझे खाली dimensions और material भेज दीजिए ना, कितना ton का requirement है। और ये आप coil लेंगे या sheet लेंगे, क्या लेंगे सर आप?)\n[120s] CUSTOMER: Profile sheet.\n[121s] AGENT: You'll take profile sheets, right sir? (Profile sheets लेंगे ना सर?)\n[122s] CUSTOMER: Yes, yes. (हाँ जी, हाँ जी।)\n[123s] AGENT: Yes, send me the dimensions on WhatsApp, sir. (हाँ, मुझे dimensions भेज दीजिए सर आप WhatsApp पे।)\n[125s] CUSTOMER: Okay, thank you sir.\n[126s] AGENT: Okay, thank you sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 31, "connected": 1, "audio_notes": "clear: Some background chatter is present but does not significantly impact 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\"]", "pitch_coaching_note": "When the customer raises a strong incumbent supplier objection (SAIL MOU), don't pivot away to other products immediately. Try to secure a small trial order on their main product first.", "usp_relevance": "matched", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a manufacturer in Alwar, immediately objected to JSW's price, citing a strong relationship and MOU with SAIL for 100 MT/month. The agent acknowledged the price concern and pivoted to other products, uncovering an immediate 18-ton requirement for profile roofing sheets. The agent confirmed serviceability from Jaipur and successfully established a next step for the customer to send specs via WhatsApp to receive a quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah good morning sir, I'm calling from JSW, Raunak Mehta. Are you planning anything now for HR, CR requirements?\", \"comment\": \"The agent did not ask for permission to speak, but instead jumped directly into a needs-based question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a price or availability hook; the customer pre-empted with a price objection before a hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Which brand do you buy, sir? / सौ टन महीने का हमारा माल लगता है। / roofing sheet चाहिए हमारे को अपनी factory के लिए।\", \"comment\": \"Agent discovered current brand, monthly tonnage (volunteered), and end application (volunteered), but did not ask what they manufacture, JSW share, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I will give you the market operating price only. Even if you fetch it there, the rates will be the same. Or it will be competitive rates, sir.\", \"comment\": \"The agent pitched a competitive price, which was the correct USP to counter the customer's primary objection about JSW being expensive.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, is this an immediate purchase for you or are you planning it now, how is it? / मेरे को चाहिए 18 ton माल चाहिए मेरे को। / Your location is Alwar ना ये?\", \"comment\": \"The agent successfully qualified the lead by confirming an immediate requirement, capturing the quantity (18T), and verifying the delivery location (Alwar).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am pinging you on WhatsApp. I just need your delivery location once... Just send me the dimensions and material, what is the requirement in tons.\", \"comment\": \"A clear next step was established and agreed upon: the customer will send specs on WhatsApp, and the agent will provide a quote.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When the customer raises a strong incumbent supplier objection (SAIL MOU), don't pivot away to other products immediately. Try to secure a small trial order on their main product first.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"Sir, your rates are higher than SAIL's.\", \"response\": \"Sir, I will give you the market operating price only. Even if you fetch it there, the rates will be the same. Or it will be competitive rates, sir.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I have an MOU with SAIL. We use 100 tons of material per month.\", \"response\": \"Do you deal in any other make? Any PPGL products or CR sheets, do you deal in any such different material, sir?\"}], \"call_summary\": \"The customer, a manufacturer in Alwar, immediately objected to JSW's price, citing a strong relationship and MOU with SAIL for 100 MT/month. The agent acknowledged the price concern and pivoted to other products, uncovering an immediate 18-ton requirement for profile roofing sheets. The agent confirmed serviceability from Jaipur and successfully established a next step for the customer to send specs via WhatsApp to receive a quote.\"}", "error": null, "latency_ms": 42961, "input_tokens": 3961, "output_tokens": 1101, "created_at": "2026-09-25 11:04:18", "sentiment": "positive", "sentiment_score": 0.395, "sentiment_confidence": "high", "pos": 15, "neg": 2, "lex_hits": 13, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.695, "agent_talk_sec": 86.0, "customer_talk_sec": 37.7, "dead_air_sec": 49.3, "longest_monologue_sec": 42.6, "agent_wpm": 179.3, "interruptions": 0, "agent_turns": 16, "customer_turns": 15, "discovery_qs": 13, "words_agent": 257, "words_customer": 166, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910620441", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178910620441", "idx": 1, "speaker": "agent", "start_s": 1.56, "end_s": 1.93, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178910620441", "idx": 2, "speaker": "customer", "start_s": 2.08, "end_s": 2.44, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178910620441", "idx": 3, "speaker": "agent", "start_s": 2.59, "end_s": 7.4, "text_en": "Yeah good morning sir, I'm calling from JSW, Raunak Mehta. Are you planning anything now for HR, CR requirements?", "text_native": "Yeah good morning sir, JSW से बात कर रहा हूँ, रौनक मेहता। अभी कुछ आपको plan कर रहे हैं क्या HR में, CR में requirements?" }, { "ucid": "21112178910620441", "idx": 4, "speaker": "customer", "start_s": 7.5, "end_s": 18.88, "text_en": "Sir, your rates are higher than SAIL's. We get a call from you every time, it doesn't materialize because we take the benchmark rate of Steel Authority of India Limited. And you people quote me much higher prices. So it doesn't suit me then.", "text_native": "सर आपके rates SAIL से ज्यादा होते हैं। हमारे से हर बारी आपके यहां से एक call आती है, materialize होता नहीं है because we we take benchmark rate of Steel Authority of India Limited. और you people quote me much higher prices. तो मेरे को suit नहीं करता फिर।" }, { "ucid": "21112178910620441", "idx": 5, "speaker": "agent", "start_s": 19.0, "end_s": 21.4, "text_en": "Sir, which material do you buy? Which brand do you buy, sir?", "text_native": "सर आप कौनसे material का लेते हैं माल? कौनसे brand का लेते हैं सर आप?" }, { "ucid": "21112178910620441", "idx": 6, "speaker": "customer", "start_s": 21.56, "end_s": 22.58, "text_en": "We take SAIL, sir.", "text_native": "SAIL लेते हैं सर हम।" }, { "ucid": "21112178910620441", "idx": 7, "speaker": "agent", "start_s": 22.8, "end_s": 27.48, "text_en": "Sir, there is a little difference between SAIL and JSW, a difference of one to one and a half rupees is there. And right now the prices are also on the higher side. So what happens is now", "text_native": "सर SAIL में और JSW में थोड़ा difference तो आता ही है, एक डेढ़ रुपए का तो आता ही है। और अभी prices भी अभी on higher side है। तो क्या होता है अभी" }, { "ucid": "21112178910620441", "idx": 8, "speaker": "customer", "start_s": 27.51, "end_s": 34.48, "text_en": "Okay, no problem sir, I have an MOU with SAIL. We use 100 tons of material per month. So we get a good rate from there. So we can't afford to pay two and a half rupees more for", "text_native": "चलो कोई बात नहीं सर, मेरा मेरा मेरा MOU है SAIL के साथ। सौ टन महीने का हमारा माल लगता है। तो हमारे को rate अच्छा मिलता है वहां से। तो हमारे को we can't afford to pay two and a half rupees more for" }, { "ucid": "21112178910620441", "idx": 9, "speaker": "agent", "start_s": 34.51, "end_s": 35.28, "text_en": "Understood, understood.", "text_native": "Understood, understood." }, { "ucid": "21112178910620441", "idx": 10, "speaker": "agent", "start_s": 35.31, "end_s": 40.0, "text_en": "Do you deal in any other make? Any PPGL products or CR sheets, do you deal in any such different material, sir?", "text_native": "कोई other make में आप deal करते हैं क्या? कोई PPGL products या CR sheets में ऐसे कोई अलग material में deal करते हैं क्या आप सर?" }, { "ucid": "21112178910620441", "idx": 11, "speaker": "customer", "start_s": 40.1, "end_s": 42.48, "text_en": "We need that roofing sheet for our factory. If you make that.", "text_native": "वो roofing sheet चाहिए हमारे को अपनी factory के लिए। अगर आप वो बनाते हो तो।" }, { "ucid": "21112178910620441", "idx": 12, "speaker": "agent", "start_s": 42.51, "end_s": 46.48, "text_en": "We provide that, sir. You send me this, which material do you need? Do you need it in PPGL, do you need color on coated, which one do you need?", "text_native": "हम देते ना सर। आप मुझे ये भेज दीजिए, कौनसा material चाहिए? PPGL में चाहिए, color on coated चाहिए, कौनसा चाहिए आपको?" }, { "ucid": "21112178910620441", "idx": 13, "speaker": "customer", "start_s": 46.51, "end_s": 48.48, "text_en": "It won't suit me. Where will you supply from?", "text_native": "मुझे suit नहीं करेगा। आप कहां से supply करेंगे?" }, { "ucid": "21112178910620441", "idx": 14, "speaker": "agent", "start_s": 48.51, "end_s": 51.48, "text_en": "Let me check your location once. Your location is Alwar, right?", "text_native": "आपका location मैं एक बार check कर लेता हूं। location है आपका Alwar ना ये?" }, { "ucid": "21112178910620441", "idx": 15, "speaker": "customer", "start_s": 51.51, "end_s": 52.48, "text_en": "Yes, it's district Alwar.", "text_native": "हाँ, district Alwar है।" }, { "ucid": "21112178910620441", "idx": 16, "speaker": "agent", "start_s": 52.51, "end_s": 55.48, "text_en": "Rajasthan, right? You will get it from Jaipur, sir. Let me get it checked from Jaipur once.", "text_native": "Rajasthan ना? Jaipur से मिल जाएगा सर आपको। Jaipur check करा लेता हूं एक बार मैं।" }, { "ucid": "21112178910620441", "idx": 17, "speaker": "customer", "start_s": 55.51, "end_s": 58.48, "text_en": "Yes, get it done. I need 18 tons of material.", "text_native": "हाँ करा दीजिए। मेरे को चाहिए 18 ton माल चाहिए मेरे को।" }, { "ucid": "21112178910620441", "idx": 18, "speaker": "agent", "start_s": 58.51, "end_s": 101.08, "text_en": "Okay, is this an immediate purchase for you or are you planning it now, how is it?", "text_native": "Okay, ये आपको तुरंत purchase है आपका या अभी आप plan कर रहे हैं, कैसा है?" }, { "ucid": "21112178910620441", "idx": 19, "speaker": "customer", "start_s": 101.11, "end_s": 101.98, "text_en": "Immediate, immediate, immediate.", "text_native": "तुरंत, तुरंत, तुरंत।" }, { "ucid": "21112178910620441", "idx": 20, "speaker": "agent", "start_s": 102.01, "end_s": 104.48, "text_en": "I am pinging you on WhatsApp. I just need your delivery location once", "text_native": "मैं आपको WhatsApp पे ping कर रहा हूं। मुझे खाली एक बार आपका delivery location" }, { "ucid": "21112178910620441", "idx": 21, "speaker": "customer", "start_s": 104.51, "end_s": 108.98, "text_en": "It won't suit me, sir, I know it, your rate will be high. I, still you ping me, I will put the quotation, size in it.", "text_native": "Suit करेगा नहीं सर, मेरे को पता है ना, आपका rate तेज आएगा। मुझे, मैं फिर भी आप ping कर दीजिए, मैं उसमें quotation, size डाल दूंगा।" }, { "ucid": "21112178910620441", "idx": 22, "speaker": "agent", "start_s": 109.01, "end_s": 113.48, "text_en": "Sir, I will give you the market operating price only. Even if you fetch it there, the rates will be the same. Or it will be competitive rates, sir.", "text_native": "सर अभी आप market operating price ही मैं आपको दूंगा। आप वहां पे fetch भी करेंगे ना, same ही rates रहेगा। या competitive rates रहेगा सर।" }, { "ucid": "21112178910620441", "idx": 23, "speaker": "customer", "start_s": 113.51, "end_s": 114.48, "text_en": "Okay, send it, send it.", "text_native": "ठीक है, भेजिए, भेजिए।" }, { "ucid": "21112178910620441", "idx": 24, "speaker": "agent", "start_s": 114.51, "end_s": 119.48, "text_en": "Okay. Just send me the dimensions and material, what is the requirement in tons. And will you take a coil or a sheet, what will you take, sir?", "text_native": "Okay. मुझे खाली dimensions और material भेज दीजिए ना, कितना ton का requirement है। और ये आप coil लेंगे या sheet लेंगे, क्या लेंगे सर आप?" }, { "ucid": "21112178910620441", "idx": 25, "speaker": "customer", "start_s": 119.51, "end_s": 120.58, "text_en": "Profile sheet.", "text_native": "Profile sheet." }, { "ucid": "21112178910620441", "idx": 26, "speaker": "agent", "start_s": 121.01, "end_s": 122.08, "text_en": "You'll take profile sheets, right sir?", "text_native": "Profile sheets लेंगे ना सर?" }, { "ucid": "21112178910620441", "idx": 27, "speaker": "customer", "start_s": 122.11, "end_s": 122.88, "text_en": "Yes, yes.", "text_native": "हाँ जी, हाँ जी।" }, { "ucid": "21112178910620441", "idx": 28, "speaker": "agent", "start_s": 123.01, "end_s": 124.88, "text_en": "Yes, send me the dimensions on WhatsApp, sir.", "text_native": "हाँ, मुझे dimensions भेज दीजिए सर आप WhatsApp पे।" }, { "ucid": "21112178910620441", "idx": 29, "speaker": "customer", "start_s": 125.01, "end_s": 126.08, "text_en": "Okay, thank you sir.", "text_native": "Okay, thank you sir." }, { "ucid": "21112178910620441", "idx": 30, "speaker": "agent", "start_s": 126.11, "end_s": 127.08, "text_en": "Okay, thank you sir.", "text_native": "Okay, thank you sir." } ], "steps": [ { "ucid": "21112178910620441", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yeah good morning sir, I'm calling from JSW, Raunak Mehta. Are you planning anything now for HR, CR requirements?", "comment": "The agent did not ask for permission to speak, but instead jumped directly into a needs-based question." }, { "ucid": "21112178910620441", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a price or availability hook; the customer pre-empted with a price objection before a hook could be delivered." }, { "ucid": "21112178910620441", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "Which brand do you buy, sir? / सौ टन महीने का हमारा माल लगता है। / roofing sheet चाहिए हमारे को अपनी factory के लिए।", "comment": "Agent discovered current brand, monthly tonnage (volunteered), and end application (volunteered), but did not ask what they manufacture, JSW share, or payment terms." }, { "ucid": "21112178910620441", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I will give you the market operating price only. Even if you fetch it there, the rates will be the same. Or it will be competitive rates, sir.", "comment": "The agent pitched a competitive price, which was the correct USP to counter the customer's primary objection about JSW being expensive." }, { "ucid": "21112178910620441", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Okay, is this an immediate purchase for you or are you planning it now, how is it? / मेरे को चाहिए 18 ton माल चाहिए मेरे को। / Your location is Alwar ना ये?", "comment": "The agent successfully qualified the lead by confirming an immediate requirement, capturing the quantity (18T), and verifying the delivery location (Alwar)." }, { "ucid": "21112178910620441", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I am pinging you on WhatsApp. I just need your delivery location once... Just send me the dimensions and material, what is the requirement in tons.", "comment": "A clear next step was established and agreed upon: the customer will send specs on WhatsApp, and the agent will provide a quote." } ], "objections": [ { "ucid": "21112178910620441", "obj_type": "price", "state": "handled", "evidence": "Sir, your rates are higher than SAIL's.", "response": "Sir, I will give you the market operating price only. Even if you fetch it there, the rates will be the same. Or it will be competitive rates, sir." }, { "ucid": "21112178910620441", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I have an MOU with SAIL. We use 100 tons of material per month.", "response": "Do you deal in any other make? Any PPGL products or CR sheets, do you deal in any such different material, sir?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)" ], "objection_phrases_list": [] }