{
  "ucid": "21112178584285591",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 16:57:35",
  "end_time": "1899-12-30 16:59:49",
  "duration_sec": 134,
  "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/DIA4716e8972cfab6dc341b76c43e90ee40.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 191,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178584285591__DIA4716e8972cfab6dc341b76c43e90ee40.mp3",
  "audio_bytes": 329616,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 109.872,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello, hello.   (हॅलो हॅलो)\n[2s] AGENT: Yes, hello sir. This is Abhinav Gautam speaking from JSW One.   (हां नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।)\n[5s] CUSTOMER: From where?   (कहां से?)\n[6s] AGENT: From JSW One.   (JSW One से।)\n[6s] CUSTOMER: Hello.   (हॅलो।)\n[8s] AGENT: Yes, please speak.   (हां जी बोलिए।)\n[8s] CUSTOMER: Yes sir, will there be any requirement in HR, sir?   (जी सर, कोई HR में रिक्वायरमेंट होगी क्या सर?)\n[10s] AGENT: It has been sent to you, sir. 12 mm, 2.5 meter, 12 meter, 10 plates.   (डाली हुई है सर आपको 12 mm, ढाई मीटर, 12 मीटर, 10 plate.)\n[14s] CUSTOMER: Okay, this is in 2500 width, right?   (अच्छा ये 2500 की विड्थ में है ना?)\n[16s] AGENT: And 16 mm is also needed in 2500 width, 6 plates.   (और 16 mm भी चाहिए 2500 की विड्थ में, 6 plate.)\n[19s] CUSTOMER: Doesn't 1500 work?   (1500 में नहीं चलता?)\n[20s] AGENT: No.   (नहीं।)\n[21s] CUSTOMER: It's needed in 2500. Maybe Abdul had given the rates, right? So the rates seemed high, maybe.   (2500 में चाहिए। शायद रेट दिए थे ना अब्दुल ने? तो रेट ज्यादा लगे थे शायद।)\n[25s] AGENT: When were they given?   (कब दिए थे?)\n[26s] CUSTOMER: This was probably on 26th June, I spoke with Abdul.   (ये 26 जून में शायद बात हुई थी अब अब्दुल से।)\n[27s] AGENT: I have sent the inquiry. You gave the rates this morning. 26th June, man, you are quite a psychic.   (इंक्वायरी भेजी है मैंने। आज सुबह रेट आपने दे दिए। 26 जून को यार, तो बहुत अंतर्यामी हो आप तो।)\n[31s] CUSTOMER: Brother, you are not talking calmly, sir. At least tell me. I was asking, on 26th June, Abdul had given you the rate, at that time our price was also high.   (आप तो भाई आराम से बात ही नहीं कर रहे सर। बता तो दो। मैं पूछ रहा था 26 जून में आपको रेट दिया था अब्दुल ने, उस टाइम प्राइस भी ज्यादा था हमारा।)\n[35s] AGENT: I have sent you an inquiry today. You will give the rate after four days, then you will say that I had given the rates, you didn't place the order. For four days, rates don't come from your side.   (मैंने आज आपको इंक्वायरी डाली है। आप चार दिन बाद रेट दोगे, तब कहोगे कि मैंने रेट दिए थे, आपने ऑर्डर नहीं दिया। चार-चार दिन आपके यहां से रेट नहीं आते।)\n[40s] CUSTOMER: Today I... in the morning... Yes, speak.   (आज मैंने सुबह की... हां बोलो।)\n[42s] AGENT: I have sent an inquiry this morning. Now you are asking me if there is any inquiry.   (सुबह की मैंने इंक्वायरी डाली हुई है। अब आप मेरे से ये पूछ रहे हो कि कुछ इंक्वायरी है।)\n[44s] CUSTOMER: To whom did you send it? To whom did you send it? Sir, why are you telling me off after sending it to some random person?   (किसे डाली? किसे डाली है? सर रैंडम किसी भी इंसान को डाल के मुझे क्यों सुना रहे हो आप?)\n[47s] AGENT: Okay, random means this Abdul is random? Is Abdul random at your place?   (अच्छा रैंडम मतलब ये अब्दुल जो है वो रैंडम है? अब्दुल आपके यहां जो रैंडम है वो?)\n[49s] CUSTOMER: Then say that you sent it to Abdul. I will take your inquiry from him then.   (तो ये बोलो ना अब्दुल को डाली है आपने। मैं उससे लूं फिर इंक्वायरी आपकी।)\n[52s] AGENT: This is the thing.   (ये चीज है।)\n[53s] CUSTOMER: You don't even know to whom...   (ये पता ही नहीं आपको किस...)\n[53s] AGENT: No, so is Abdul random? From Abdul's side, in four-four days...   (नहीं तो अब्दुल रैंडम है? अब्दुल के यहां से चार-चार दिन में...)\n[55s] CUSTOMER: The offer comes in four-four days from Abdul's side.   (चार-चार दिन में ऑफर आता है अब्दुल के यहां से।)\n[57s] AGENT: So what do you think?   (तो आप क्या सोचते हो?)\n[57s] CUSTOMER: I am telling you in an hour.   (मैं अभी एक घंटे में बता रहा हूं।)\n[58s] AGENT: Man, in the last one month, I have received calls from 15 such people who say send it to me.   (यार मेरे पास पिछले एक महीने में ऐसे 15 लोगों के फोन आ गए जो कहते हैं मुझे डाल दो।)\n[101s] CUSTOMER: So I... Who is it? Who, who, who is going to do it? Let that be known.   (तो मैं... कौन है? कौन, कौन, कौन करने वाला है? वो पता लगे।)\n[103s] AGENT: Yes, I am not sending it, man. Not sending it. I didn't call, did I?   (हां नहीं डाल रहा यार। नहीं डाल रहा। मैंने तो फोन नहीं किया ना।)\n[105s] CUSTOMER: I didn't call you. Now I am disconnecting the call. I am disconnecting the call.   (मैंने तो फोन नहीं करा आपको। अब मैं काट रहा हूं ना फोन। मैं काट रहा हूं फोन।)\n[107s] AGENT: So yes, disconnect it. Don't call on this number again.   (तो हां तो काट दो। दोबारा मत करना इस नंबर पे फोन।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 34,
  "connected": 1,
  "audio_notes": "clear: The conversation is argumentative, which sometimes affects clarity, but it is mostly understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "34 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 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": "Maintain a professional and calm tone at all times, even when frustrated. Antagonizing the other party makes it impossible to achieve your goal and ends the call negatively.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The call appears to be a procurement follow-up, not a sales call. The agent, representing JSW One as a buyer, confronted the contact (a potential supplier) about a slow response to an inquiry for HR plates. The conversation quickly became an argument, resulting in the agent telling the supplier to hang up and not call again.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir. This is Abhinav Gautam speaking from JSW One.\", \"comment\": \"Agent identified themself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a sales hook; instead, the call immediately became a confrontation about a procurement inquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions to understand the customer's business; the questions were about an inquiry the agent had sent to the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any JSW One USPs; the conversation was an argument about a procurement request.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not attempt to qualify the customer for a sale; the context was reversed, with the agent acting as the buyer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So yes, disconnect it. Don't call on this number again.\", \"comment\": \"Call ended with the agent telling the customer to hang up and not call back, with no next step established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Maintain a professional and calm tone at all times, even when frustrated. Antagonizing the other party makes it impossible to achieve your goal and ends the call negatively.\", \"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\": [], \"call_summary\": \"The call appears to be a procurement follow-up, not a sales call. The agent, representing JSW One as a buyer, confronted the contact (a potential supplier) about a slow response to an inquiry for HR plates. The conversation quickly became an argument, resulting in the agent telling the supplier to hang up and not call again.\"}",
  "error": null,
  "latency_ms": 34850,
  "input_tokens": 4002,
  "output_tokens": 745,
  "created_at": "2026-09-25 10:57:37",
  "sentiment": "neutral",
  "sentiment_score": 0.022,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 2,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.707,
  "agent_talk_sec": 72.5,
  "customer_talk_sec": 30.0,
  "dead_air_sec": 31.5,
  "longest_monologue_sec": 43.0,
  "agent_wpm": 168.0,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 17,
  "discovery_qs": 6,
  "words_agent": 203,
  "words_customer": 187,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178584285591",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.98,
      "end_s": 2.0,
      "text_en": "Hello, hello.",
      "text_native": "हॅलो हॅलो"
    },
    {
      "ucid": "21112178584285591",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.21,
      "end_s": 4.81,
      "text_en": "Yes, hello sir. This is Abhinav Gautam speaking from JSW One.",
      "text_native": "हां नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.08,
      "end_s": 5.48,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.56,
      "end_s": 6.06,
      "text_en": "From JSW One.",
      "text_native": "JSW One से।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 7.0,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 8.2,
      "text_en": "Yes, please speak.",
      "text_native": "हां जी बोलिए।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.37,
      "end_s": 10.1,
      "text_en": "Yes sir, will there be any requirement in HR, sir?",
      "text_native": "जी सर, कोई HR में रिक्वायरमेंट होगी क्या सर?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 13.5,
      "text_en": "It has been sent to you, sir. 12 mm, 2.5 meter, 12 meter, 10 plates.",
      "text_native": "डाली हुई है सर आपको 12 mm, ढाई मीटर, 12 मीटर, 10 plate."
    },
    {
      "ucid": "21112178584285591",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 15.9,
      "text_en": "Okay, this is in 2500 width, right?",
      "text_native": "अच्छा ये 2500 की विड्थ में है ना?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.3,
      "end_s": 18.5,
      "text_en": "And 16 mm is also needed in 2500 width, 6 plates.",
      "text_native": "और 16 mm भी चाहिए 2500 की विड्थ में, 6 plate."
    },
    {
      "ucid": "21112178584285591",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 19.6,
      "text_en": "Doesn't 1500 work?",
      "text_native": "1500 में नहीं चलता?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 20.2,
      "text_en": "No.",
      "text_native": "नहीं।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 24.5,
      "text_en": "It's needed in 2500. Maybe Abdul had given the rates, right? So the rates seemed high, maybe.",
      "text_native": "2500 में चाहिए। शायद रेट दिए थे ना अब्दुल ने? तो रेट ज्यादा लगे थे शायद।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 25.2,
      "text_en": "When were they given?",
      "text_native": "कब दिए थे?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.6,
      "end_s": 27.3,
      "text_en": "This was probably on 26th June, I spoke with Abdul.",
      "text_native": "ये 26 जून में शायद बात हुई थी अब अब्दुल से।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.3,
      "end_s": 30.8,
      "text_en": "I have sent the inquiry. You gave the rates this morning. 26th June, man, you are quite a psychic.",
      "text_native": "इंक्वायरी भेजी है मैंने। आज सुबह रेट आपने दे दिए। 26 जून को यार, तो बहुत अंतर्यामी हो आप तो।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 35.3,
      "text_en": "Brother, you are not talking calmly, sir. At least tell me. I was asking, on 26th June, Abdul had given you the rate, at that time our price was also high.",
      "text_native": "आप तो भाई आराम से बात ही नहीं कर रहे सर। बता तो दो। मैं पूछ रहा था 26 जून में आपको रेट दिया था अब्दुल ने, उस टाइम प्राइस भी ज्यादा था हमारा।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 17,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 40.3,
      "text_en": "I have sent you an inquiry today. You will give the rate after four days, then you will say that I had given the rates, you didn't place the order. For four days, rates don't come from your side.",
      "text_native": "मैंने आज आपको इंक्वायरी डाली है। आप चार दिन बाद रेट दोगे, तब कहोगे कि मैंने रेट दिए थे, आपने ऑर्डर नहीं दिया। चार-चार दिन आपके यहां से रेट नहीं आते।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 18,
      "speaker": "customer",
      "start_s": 40.3,
      "end_s": 41.9,
      "text_en": "Today I... in the morning... Yes, speak.",
      "text_native": "आज मैंने सुबह की... हां बोलो।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 44.5,
      "text_en": "I have sent an inquiry this morning. Now you are asking me if there is any inquiry.",
      "text_native": "सुबह की मैंने इंक्वायरी डाली हुई है। अब आप मेरे से ये पूछ रहे हो कि कुछ इंक्वायरी है।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 20,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 47.0,
      "text_en": "To whom did you send it? To whom did you send it? Sir, why are you telling me off after sending it to some random person?",
      "text_native": "किसे डाली? किसे डाली है? सर रैंडम किसी भी इंसान को डाल के मुझे क्यों सुना रहे हो आप?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 21,
      "speaker": "agent",
      "start_s": 47.0,
      "end_s": 49.3,
      "text_en": "Okay, random means this Abdul is random? Is Abdul random at your place?",
      "text_native": "अच्छा रैंडम मतलब ये अब्दुल जो है वो रैंडम है? अब्दुल आपके यहां जो रैंडम है वो?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.3,
      "end_s": 51.6,
      "text_en": "Then say that you sent it to Abdul. I will take your inquiry from him then.",
      "text_native": "तो ये बोलो ना अब्दुल को डाली है आपने। मैं उससे लूं फिर इंक्वायरी आपकी।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 23,
      "speaker": "agent",
      "start_s": 51.9,
      "end_s": 52.4,
      "text_en": "This is the thing.",
      "text_native": "ये चीज है।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 24,
      "speaker": "customer",
      "start_s": 52.6,
      "end_s": 53.4,
      "text_en": "You don't even know to whom...",
      "text_native": "ये पता ही नहीं आपको किस..."
    },
    {
      "ucid": "21112178584285591",
      "idx": 25,
      "speaker": "agent",
      "start_s": 53.4,
      "end_s": 54.9,
      "text_en": "No, so is Abdul random? From Abdul's side, in four-four days...",
      "text_native": "नहीं तो अब्दुल रैंडम है? अब्दुल के यहां से चार-चार दिन में..."
    },
    {
      "ucid": "21112178584285591",
      "idx": 26,
      "speaker": "customer",
      "start_s": 55.0,
      "end_s": 56.7,
      "text_en": "The offer comes in four-four days from Abdul's side.",
      "text_native": "चार-चार दिन में ऑफर आता है अब्दुल के यहां से।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 27,
      "speaker": "agent",
      "start_s": 56.7,
      "end_s": 57.3,
      "text_en": "So what do you think?",
      "text_native": "तो आप क्या सोचते हो?"
    },
    {
      "ucid": "21112178584285591",
      "idx": 28,
      "speaker": "customer",
      "start_s": 57.3,
      "end_s": 58.2,
      "text_en": "I am telling you in an hour.",
      "text_native": "मैं अभी एक घंटे में बता रहा हूं।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 29,
      "speaker": "agent",
      "start_s": 58.2,
      "end_s": 101.2,
      "text_en": "Man, in the last one month, I have received calls from 15 such people who say send it to me.",
      "text_native": "यार मेरे पास पिछले एक महीने में ऐसे 15 लोगों के फोन आ गए जो कहते हैं मुझे डाल दो।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 30,
      "speaker": "customer",
      "start_s": 101.2,
      "end_s": 103.2,
      "text_en": "So I... Who is it? Who, who, who is going to do it? Let that be known.",
      "text_native": "तो मैं... कौन है? कौन, कौन, कौन करने वाला है? वो पता लगे।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 31,
      "speaker": "agent",
      "start_s": 103.2,
      "end_s": 104.9,
      "text_en": "Yes, I am not sending it, man. Not sending it. I didn't call, did I?",
      "text_native": "हां नहीं डाल रहा यार। नहीं डाल रहा। मैंने तो फोन नहीं किया ना।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 32,
      "speaker": "customer",
      "start_s": 104.9,
      "end_s": 107.0,
      "text_en": "I didn't call you. Now I am disconnecting the call. I am disconnecting the call.",
      "text_native": "मैंने तो फोन नहीं करा आपको। अब मैं काट रहा हूं ना फोन। मैं काट रहा हूं फोन।"
    },
    {
      "ucid": "21112178584285591",
      "idx": 33,
      "speaker": "agent",
      "start_s": 107.0,
      "end_s": 108.9,
      "text_en": "So yes, disconnect it. Don't call on this number again.",
      "text_native": "तो हां तो काट दो। दोबारा मत करना इस नंबर पे फोन।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178584285591",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, hello sir. This is Abhinav Gautam speaking from JSW One.",
      "comment": "Agent identified themself and the company but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178584285591",
      "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 sales hook; instead, the call immediately became a confrontation about a procurement inquiry."
    },
    {
      "ucid": "21112178584285591",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions to understand the customer's business; the questions were about an inquiry the agent had sent to the customer."
    },
    {
      "ucid": "21112178584285591",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any JSW One USPs; the conversation was an argument about a procurement request."
    },
    {
      "ucid": "21112178584285591",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not attempt to qualify the customer for a sale; the context was reversed, with the agent acting as the buyer."
    },
    {
      "ucid": "21112178584285591",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So yes, disconnect it. Don't call on this number again.",
      "comment": "Call ended with the agent telling the customer to hang up and not call back, with no next step established."
    }
  ],
  "objections": [],
  "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": []
}