{
  "ucid": "21112178576147881",
  "call_date": "2026-08-03",
  "start_time": "1899-12-30 18:21:18",
  "end_time": "1899-12-30 18:23:26",
  "duration_sec": 128,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc903a26bf0623c82f438b71eb7790756.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 187,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178576147881__DIAc903a26bf0623c82f438b71eb7790756.mp3",
  "audio_bytes": 319464,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 106.488,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Hello   (हेलो)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: Greetings sir, this is Abdul speaking from JSW.   (नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW से।)\n[6s] CUSTOMER: Yes, yes sir.   (हां जी, हां जी सर।)\n[7s] AGENT: Your company was registered, sir, under the name Bharat Iron.   (आपकी कंपनी रजिस्टर्ड थी सर भारत आयरन के नाम से।)\n[9s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[10s] AGENT: So I had called for that. Do you have any requirement for steel right now, sir?   (तो उसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर आपको स्टील में अभी?)\n[12s] CUSTOMER: Not right now, I will let you know.   (अभी तो नहीं है, मैं बता दूंगा आपको।)\n[14s] AGENT: You had also given an inquiry here once, sir, but nothing could happen.   (एक बार आप इंक्वायरी भी यहां दिए थे सर बट कुछ हो नहीं पाया था।)\n[16s] CUSTOMER: Your rates are coming too high, sir.   (रेट ज्यादा आ रहे हैं सर आपके।)\n[18s] AGENT: The rate has come down now, sir. Will 56 250 work for you?   (अभी रेट कम हो गया सर। 56 250 चलेगा आपको?)\n[20s] CUSTOMER: What thing?   (क्या चीज?)\n[21s] AGENT: The rate has become 56, sir, currently.   (56 का रेट हो गया सर अभी करंट में।)\n[23s] CUSTOMER: For what thing?   (किस चीज का?)\n[24s] AGENT: HR.\n[24s] CUSTOMER: Which one in HR? 2 mm?   (HR में कौन सा? 2 mm?)\n[26s] AGENT: No.   (नहीं।)\n[27s] AGENT: From 2.8, from 2.8 to 12 mm. For 2 mm the rate goes up, the base rate is higher.   (2.8 से 2.8 से 12 mm की। 2 mm पर रेट ऊपर जाता है, बेस रेट ऊपर।)\n[29s] CUSTOMER: 56 250?\n[31s] AGENT: 250 is the ongoing base rate.   (250 बेस रेट चल रहा है।)\n[32s] CUSTOMER: Okay. Then where will I get this material for 56 250?   (अच्छा। फिर कहां पे मिलेगा ये माल 56 250?)\n[34s] AGENT: No, no sir, for 2 mm the rate will go up, right? The base rate is for anything between 2.8 to 12 mm. Otherwise, for 2 mm the rate will go up.   (ये ये नहीं सर, 2 mm में रेट ऊपर जाएगा ना। बेस रेट है 2.8 से लेकर 12 mm के बीच में रहता है तो बेस रेट है। अदरवाइज जो 2 mm में रेट ऊपर जाएगा।)\n[39s] CUSTOMER: 57... what will be the rate for 2.5? 2.5?   (57... 2.5 क्या रेट रहेगा 2.5?)\n[41s] AGENT: That will be your 50... it will be 57.   (वही आपका 50... 57 हो जाएगा।)\n[43s] CUSTOMER: Huh?   (हैं?)\n[44s] AGENT: 57 approx.\n[44s] CUSTOMER: And 3 mm?   (और 3 mm?)\n[46s] AGENT: 56 250.\n[46s] CUSTOMER: And where is this rate for?   (और कहां पे है ये रेट?)\n[48s] AGENT: Ex-Ghaziabad.\n[49s] CUSTOMER: Cut to size or how?   (काट-पीट के या कैसे?)\n[50s] AGENT: Cut to size, cutting loading including.   (काट-पीट के, कटिंग लोडिंग इंक्लूडिंग।)\n[52s] CUSTOMER: Ex-Ghaziabad for 56 250?   (Ex-Ghaziabad 56 250 में?)\n[53s] AGENT: Hmm. Between 3 mm to 12 mm.   (हम्म। तीन mm से लेके 12 mm के बीच में।)\n[56s] CUSTOMER: Okay, I will tell you. I will ask and tell you today itself.   (ठीक है, मैं आपको बताता हूं। आज ही पूछ के बताता हूं।)\n[58s] AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one.   (मैं WhatsApp कर दे रहा हूं, ठीक है? आप मुझे इंक्वायरी भेज दीजिएगा होगा तो।)\n[60s] CUSTOMER: Okay.   (ठीक है।)\n[61s] CUSTOMER: Have the rates reduced somewhat?   (कुछ रेट कम हुए हैं?)\n[62s] AGENT: What reduction, that same base rate is ongoing. After reduction, the rate is 56 250.   (कम क्या वही रेट बेस रेट वही चल रहा है। कम हो कर 56 250 के रेट चल रहा है।)\n[65s] CUSTOMER: Okay ji.   (ठीक है जी।)\n[66s] AGENT: I will reduce it a bit, okay.   (कुछ कम कर दूंगा, ठीक है।)\n[68s] CUSTOMER: Okay ji.   (ठीक है जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 43,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, but it does not affect transcription quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "43 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": "When the customer objects on price, use it as a trigger to start discovery, not to get into a negotiation without knowing their business or volume.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent re-engaged a lead who had a past price objection. The customer immediately raised the price issue again. The agent countered with a new base rate, which led to a detailed price discussion on various HR thicknesses. However, the agent failed to conduct any discovery or establish a firm next step, ending the call by asking the customer to send an inquiry via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Greetings sir, this is Abdul speaking from JSW. ... So I had called for that. Do you have any requirement for steel right now, sir?\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak, jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Do you have any requirement for steel right now, sir?\", \"comment\": \"The agent did not lead with a price or availability hook to create interest, instead opening with a direct question for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions; the entire conversation was about price for different thicknesses without context on the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not proactively pitch any USPs. The mention of 'cutting loading including' was a direct answer to a customer question, not a pitch.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Not right now, I will let you know.\", \"comment\": \"Although the agent asked for a requirement, he failed to qualify the customer's subsequent interest in specific sizes by not asking for quantity, grade, or delivery timeline.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one.\", \"comment\": \"The agent did not secure a committed next step; sending a WhatsApp and asking the customer to send an inquiry is a passive and non-specific closure.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer objects on price, use it as a trigger to start discovery, not to get into a negotiation without knowing their business or volume.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: Your rates are coming too high, sir.\", \"response\": \"AGENT: The rate has come down now, sir. Will 56 250 work for you?\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: Okay, I will tell you. I will ask and tell you today itself.\", \"response\": \"AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one.\"}], \"call_summary\": \"The agent re-engaged a lead who had a past price objection. The customer immediately raised the price issue again. The agent countered with a new base rate, which led to a detailed price discussion on various HR thicknesses. However, the agent failed to conduct any discovery or establish a firm next step, ending the call by asking the customer to send an inquiry via WhatsApp.\"}",
  "error": null,
  "latency_ms": 36000,
  "input_tokens": 3875,
  "output_tokens": 979,
  "created_at": "2026-09-25 10:57:06",
  "sentiment": "positive",
  "sentiment_score": 0.378,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.653,
  "agent_talk_sec": 34.8,
  "customer_talk_sec": 18.5,
  "dead_air_sec": 74.7,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 337.9,
  "interruptions": 0,
  "agent_turns": 21,
  "customer_turns": 22,
  "discovery_qs": 4,
  "words_agent": 196,
  "words_customer": 100,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178576147881",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.31,
      "end_s": 0.71,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178576147881",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.1,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178576147881",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.58,
      "end_s": 2.9,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.3,
      "end_s": 5.5,
      "text_en": "Greetings sir, this is Abdul speaking from JSW.",
      "text_native": "नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.48,
      "text_en": "Yes, yes sir.",
      "text_native": "हां जी, हां जी सर।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 8.8,
      "text_en": "Your company was registered, sir, under the name Bharat Iron.",
      "text_native": "आपकी कंपनी रजिस्टर्ड थी सर भारत आयरन के नाम से।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 9.4,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 12.2,
      "text_en": "So I had called for that. Do you have any requirement for steel right now, sir?",
      "text_native": "तो उसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर आपको स्टील में अभी?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 13.6,
      "text_en": "Not right now, I will let you know.",
      "text_native": "अभी तो नहीं है, मैं बता दूंगा आपको।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 16.0,
      "text_en": "You had also given an inquiry here once, sir, but nothing could happen.",
      "text_native": "एक बार आप इंक्वायरी भी यहां दिए थे सर बट कुछ हो नहीं पाया था।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 17.2,
      "text_en": "Your rates are coming too high, sir.",
      "text_native": "रेट ज्यादा आ रहे हैं सर आपके।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.7,
      "end_s": 19.8,
      "text_en": "The rate has come down now, sir. Will 56 250 work for you?",
      "text_native": "अभी रेट कम हो गया सर। 56 250 चलेगा आपको?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.5,
      "text_en": "What thing?",
      "text_native": "क्या चीज?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.9,
      "end_s": 22.5,
      "text_en": "The rate has become 56, sir, currently.",
      "text_native": "56 का रेट हो गया सर अभी करंट में।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.8,
      "end_s": 23.3,
      "text_en": "For what thing?",
      "text_native": "किस चीज का?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.6,
      "end_s": 24.0,
      "text_en": "HR.",
      "text_native": "HR."
    },
    {
      "ucid": "21112178576147881",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 25.5,
      "text_en": "Which one in HR? 2 mm?",
      "text_native": "HR में कौन सा? 2 mm?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 17,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 26.1,
      "text_en": "No.",
      "text_native": "नहीं।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 18,
      "speaker": "agent",
      "start_s": 26.7,
      "end_s": 29.3,
      "text_en": "From 2.8, from 2.8 to 12 mm. For 2 mm the rate goes up, the base rate is higher.",
      "text_native": "2.8 से 2.8 से 12 mm की। 2 mm पर रेट ऊपर जाता है, बेस रेट ऊपर।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 19,
      "speaker": "customer",
      "start_s": 29.4,
      "end_s": 30.2,
      "text_en": "56 250?",
      "text_native": "56 250?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 20,
      "speaker": "agent",
      "start_s": 30.7,
      "end_s": 31.8,
      "text_en": "250 is the ongoing base rate.",
      "text_native": "250 बेस रेट चल रहा है।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 21,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 34.1,
      "text_en": "Okay. Then where will I get this material for 56 250?",
      "text_native": "अच्छा। फिर कहां पे मिलेगा ये माल 56 250?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 22,
      "speaker": "agent",
      "start_s": 34.4,
      "end_s": 39.0,
      "text_en": "No, no sir, for 2 mm the rate will go up, right? The base rate is for anything between 2.8 to 12 mm. Otherwise, for 2 mm the rate will go up.",
      "text_native": "ये ये नहीं सर, 2 mm में रेट ऊपर जाएगा ना। बेस रेट है 2.8 से लेकर 12 mm के बीच में रहता है तो बेस रेट है। अदरवाइज जो 2 mm में रेट ऊपर जाएगा।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 23,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 40.5,
      "text_en": "57... what will be the rate for 2.5? 2.5?",
      "text_native": "57... 2.5 क्या रेट रहेगा 2.5?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 24,
      "speaker": "agent",
      "start_s": 40.9,
      "end_s": 42.7,
      "text_en": "That will be your 50... it will be 57.",
      "text_native": "वही आपका 50... 57 हो जाएगा।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 25,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 43.1,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 26,
      "speaker": "agent",
      "start_s": 43.5,
      "end_s": 44.2,
      "text_en": "57 approx.",
      "text_native": "57 approx."
    },
    {
      "ucid": "21112178576147881",
      "idx": 27,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.1,
      "text_en": "And 3 mm?",
      "text_native": "और 3 mm?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 28,
      "speaker": "agent",
      "start_s": 45.6,
      "end_s": 46.3,
      "text_en": "56 250.",
      "text_native": "56 250."
    },
    {
      "ucid": "21112178576147881",
      "idx": 29,
      "speaker": "customer",
      "start_s": 46.5,
      "end_s": 47.2,
      "text_en": "And where is this rate for?",
      "text_native": "और कहां पे है ये रेट?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 30,
      "speaker": "agent",
      "start_s": 47.6,
      "end_s": 48.4,
      "text_en": "Ex-Ghaziabad.",
      "text_native": "Ex-Ghaziabad."
    },
    {
      "ucid": "21112178576147881",
      "idx": 31,
      "speaker": "customer",
      "start_s": 48.9,
      "end_s": 49.9,
      "text_en": "Cut to size or how?",
      "text_native": "काट-पीट के या कैसे?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 32,
      "speaker": "agent",
      "start_s": 50.2,
      "end_s": 51.6,
      "text_en": "Cut to size, cutting loading including.",
      "text_native": "काट-पीट के, कटिंग लोडिंग इंक्लूडिंग।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 33,
      "speaker": "customer",
      "start_s": 51.9,
      "end_s": 53.0,
      "text_en": "Ex-Ghaziabad for 56 250?",
      "text_native": "Ex-Ghaziabad 56 250 में?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 34,
      "speaker": "agent",
      "start_s": 53.4,
      "end_s": 55.2,
      "text_en": "Hmm. Between 3 mm to 12 mm.",
      "text_native": "हम्म। तीन mm से लेके 12 mm के बीच में।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 35,
      "speaker": "customer",
      "start_s": 55.6,
      "end_s": 57.6,
      "text_en": "Okay, I will tell you. I will ask and tell you today itself.",
      "text_native": "ठीक है, मैं आपको बताता हूं। आज ही पूछ के बताता हूं।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 36,
      "speaker": "agent",
      "start_s": 57.9,
      "end_s": 60.1,
      "text_en": "I am sending a WhatsApp, okay? You can send me an inquiry if you have one.",
      "text_native": "मैं WhatsApp कर दे रहा हूं, ठीक है? आप मुझे इंक्वायरी भेज दीजिएगा होगा तो।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 37,
      "speaker": "customer",
      "start_s": 60.4,
      "end_s": 60.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 38,
      "speaker": "customer",
      "start_s": 61.1,
      "end_s": 61.9,
      "text_en": "Have the rates reduced somewhat?",
      "text_native": "कुछ रेट कम हुए हैं?"
    },
    {
      "ucid": "21112178576147881",
      "idx": 39,
      "speaker": "agent",
      "start_s": 62.4,
      "end_s": 65.0,
      "text_en": "What reduction, that same base rate is ongoing. After reduction, the rate is 56 250.",
      "text_native": "कम क्या वही रेट बेस रेट वही चल रहा है। कम हो कर 56 250 के रेट चल रहा है।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 40,
      "speaker": "customer",
      "start_s": 65.2,
      "end_s": 65.7,
      "text_en": "Okay ji.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 41,
      "speaker": "agent",
      "start_s": 66.3,
      "end_s": 67.3,
      "text_en": "I will reduce it a bit, okay.",
      "text_native": "कुछ कम कर दूंगा, ठीक है।"
    },
    {
      "ucid": "21112178576147881",
      "idx": 42,
      "speaker": "customer",
      "start_s": 67.7,
      "end_s": 68.2,
      "text_en": "Okay ji.",
      "text_native": "ठीक है जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178576147881",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Greetings sir, this is Abdul speaking from JSW. ... So I had called for that. Do you have any requirement for steel right now, sir?",
      "comment": "The agent did not use the customer's name or ask for permission to speak, jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178576147881",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Do you have any requirement for steel right now, sir?",
      "comment": "The agent did not lead with a price or availability hook to create interest, instead opening with a direct question for requirements."
    },
    {
      "ucid": "21112178576147881",
      "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; the entire conversation was about price for different thicknesses without context on the customer's business."
    },
    {
      "ucid": "21112178576147881",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not proactively pitch any USPs. The mention of 'cutting loading including' was a direct answer to a customer question, not a pitch."
    },
    {
      "ucid": "21112178576147881",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Not right now, I will let you know.",
      "comment": "Although the agent asked for a requirement, he failed to qualify the customer's subsequent interest in specific sizes by not asking for quantity, grade, or delivery timeline."
    },
    {
      "ucid": "21112178576147881",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one.",
      "comment": "The agent did not secure a committed next step; sending a WhatsApp and asking the customer to send an inquiry is a passive and non-specific closure."
    }
  ],
  "objections": [
    {
      "ucid": "21112178576147881",
      "obj_type": "price",
      "state": "handled",
      "evidence": "CUSTOMER: Your rates are coming too high, sir.",
      "response": "AGENT: The rate has come down now, sir. Will 56 250 work for you?"
    },
    {
      "ucid": "21112178576147881",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "CUSTOMER: Okay, I will tell you. I will ask and tell you today itself.",
      "response": "AGENT: I am sending a WhatsApp, okay? You can send me an inquiry if you have one."
    }
  ],
  "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": []
}