{ "ucid": "21112178833926871", "call_date": "2026-09-02", "start_time": "2026-09-02 14:24:28", "end_time": "2026-09-02 14:27:26", "duration_sec": 178, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "No_requirement", "agent": "Anupreeti Mahadik", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1980ce2c840179b5451c77a7ad0c7d56.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1287, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178833926871__DIA1980ce2c840179b5451c77a7ad0c7d56.mp3", "audio_bytes": 485568, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 161.856, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello, Globe the Enterprises? (हेलो, Globe the Enterprises?)\n[2s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[3s] AGENT: Sir, this is Anupriti speaking from JSW One. Your account was registered on our portal. (सर अनुप्रिती बात कर रही हूं JSW One से। आपका अकाउंट रजिस्टर था हमारे पोर्टल पर।)\n[7s] CUSTOMER: Yes. (हां।)\n[8s] AGENT: Is there any requirement, sir, in flat metal, in sheet metal? (कुछ रिक्वायरमेंट है क्या सर, flat metal में, sheet metal में?)\n[11s] CUSTOMER: No, there is no requirement right now. (नहीं अभी कोई रिक्वायरमेंट नहीं है।)\n[13s] AGENT: Okay. No, you had registered an account, that's why I had to ask. (अच्छा। नहीं आपने अकाउंट रजिस्टर किया था इसलिए पूछना था।)\n[16s] CUSTOMER: No, I was checking something in it, so (नहीं मैं कुछ चेक कर रहा था उसमे तो)\n[18s] AGENT: Okay, okay, that's fine. (ठीक है, ठीक है चलेगा।)\n[20s] CUSTOMER: And something about the rate, etc., like if we have a requirement for something, then how will we get to know its rate, what the rate is? (और कुछ रेट वगेरा जैसे अपने को मतलब जैसे कोई चीज की अपने को रिक्वायरमेंट है तो उसके रेट का अपने को कैसे पता चलेगा क्या रेट है?)\n[25s] AGENT: How it is with the rate, sir, is that it won't be visible on the app right now. It's a volatile market. So today the rate is different, tomorrow it will be different. So we haven't given that provision on the app yet. Uh, then you have to register an inquiry, and then I can give you the rate. (रेट का कैसा है सर, अभी ऐप पे तो नहीं दिखेगा। Volatile मार्केट है। तो आज कुछ रेट अलग है, कल कुछ अलग है। तो ऐप पे अभी वो प्रोविजन नहीं दिया है हमने। अ फिर इंक्वायरी ही आपको रजिस्टर करके फिर मैं आपको रेट दे सकती हूं।)\n[34s] CUSTOMER: Okay, so I will register an inquiry, like I need this and this product, then you will send me the rate with a quotation? (अच्छा, मैं मतलब इंक्वायरी रजिस्टर करूंगा जैसे मेरे को ये ये प्रोडक्ट चाहिए, तो आप मेरे को फिर रेट भेज दोगे क्वोटेशन के साथ?)\n[39s] AGENT: Yes, yes, I will give the rate then. I will give it to you in one, one hour, one to two hours. (हां हां, मैं दे दूंगी फिर रेट। आपको एक, एक घंटे, एक दो घंटे में दे दूंगी।)\n[43s] CUSTOMER: Okay. And what is the mode of payment, ma'am, for this in the beginning? (अच्छा। और मोड ऑफ पेमेंट क्या रहता है मैम इसका स्टार्टिंग में?)\n[46s] AGENT: The mode of payment, sir, is that the first two orders are on advance. Then later, if your requirement is high, above 40 tons, then it's a credit order. We give that on credit after the verification of papers. (मोड ऑफ पेमेंट सर, पहले तो दो ऑर्डर्स एडवांस में रहता है। फिर बाद में आपका रिक्वायरमेंट अगर ज्यादा है, चालीस टन के ऊपर, तो फिर क्रेडिट ऑर्डर रहता है। वो क्रेडिट पे हम देते हैं आफ्टर द वेरिफिकेशन ऑफ पेपर्स।)\n[53s] CUSTOMER: Meaning, for how many days is the credit? (मतलब कितने दिन का क्रेडिट रहता है?)\n[55s] AGENT: That depends on what your business is, what the turnover is. That will happen only after documents verification. Before that, two (वो डिपेंड करता है आपका क्या बिजनेस है, टर्नओवर कितना है। वो डॉक्यूमेंट्स वेरिफिकेशन के बाद ही होगा। उसके पहले दो)\n[60s] CUSTOMER: Meaning, a normal 40 tons as you gave an example, according to that, if a person takes 40 tons of material, then what does that mean, normally, still, for how much time will the credit be? (मतलब एक नॉर्मल फोर्टी टन्स आपने जैसे एग्जांपल दिया, वो हिसाब से जैसे चालीस टन आदमी माल लेगा, तो उसका मतलब एक नॉर्मली भी फिर भी कितना टाइम का क्रेडिट रहेगा?)\n[107s] AGENT: That sir, I won't be able to tell you that right now because a completely different department looks into that. (वो सर, वो मैं नहीं बता पाऊंगी अभी क्योंकि वो पूरा दूसरा डिपार्टमेंट देखता है।)\n[110s] CUSTOMER: Okay. (अच्छा।)\n[110s] AGENT: Verification, first, before that, you will have to place two orders through us. Even if then (वेरिफिकेशन, पहले उसके पहले दो ऑर्डर्स तो आपको हमारे थ्रू करने पड़ेंगे। वो भले फिर)\n[113s] CUSTOMER: Okay, first place two orders through you, then after that, when you have built trust, after that we (अच्छा पहले दो ऑर्डर आपके थ्रू करने का, फिर उसके बाद जब आपको ट्रस्ट बिल्ड हो जाएगा उसके बाद फिर हम)\n[117s] AGENT: Yes, after that. It's not about trust, sir, the main thing is that a transaction is visible, that this is your business. So it's there to show two transactions. (हां उसके बाद। ट्रस्ट का बात नहीं है सर, मेन की ट्रांजैक्शन एक दिखाई देता है कि आपका ये बिजनेस है। तो दो ट्रांजैक्शंस दिखने के लिए वो रहता है।)\n[122s] CUSTOMER: Okay ma'am.\n[125s] CUSTOMER: Alright ma'am, whatever I have now, I will (ठीक है ना मैम, मेरे को जो भी अभी रहेगा कुछ तो मैं आपको)\n[126s] AGENT: Okay, I will WhatsApp you. (ठीक है, मैं WhatsApp करती हूं आपको।)\n[128s] AGENT: This, you won't be able to WhatsApp on this number. I will send you a 'hi' right now. Then on that, whenever you have a live requirement, you can message me. (ये, ये नंबर पे आप WhatsApp नहीं कर पाओगे। मैं आपको हाय भेजती हूं अभी। आप उसपे फिर कभी भी लाइव रिक्वायरमेंट रहेगा, आप मेरे को मैसेज कर दो।)\n[134s] CUSTOMER: Okay ma'am, okay.\n[135s] AGENT: Okay, alright. Thank you. (Okay, चलिए। Thank you.)\n[136s] CUSTOMER: Thank you ma'am.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 31, "connected": 1, "audio_notes": "noisy: The customer's side has significant background noise and chatter from other people, which occasionally makes their speech slightly difficult to understand.", "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": "new_registration", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer says they have no current requirement, you must pivot to discovery questions about their business to qualify them for the future, instead of letting the call end.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant who stated they had no immediate requirement and were just exploring. The customer proactively asked about the process for getting rates and about credit terms. The agent answered these questions but failed to conduct any discovery about the customer's business or to establish a concrete next step, ending the call passively.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Anupriti speaking from JSW One. Your account was registered on our portal.\", \"comment\": \"The agent correctly identified the reason for the call (new registration) and opened without hard sales pressure.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name but failed to ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, monthly tonnage, brands used, or buying habits.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"How it is with the rate, sir, is that it won't be visible on the app right now. Volatile market is... you have to register an inquiry, and then I can give you the rate.\", \"comment\": \"The agent explained the process for getting a price on the platform in response to the customer's direct question.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer said they had no current requirement, the agent did not attempt to schedule a specific callback date for the future.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a scheduled walkthrough, concluding with a vague 'message me whenever'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, you must pivot to discovery questions about their business to qualify them for the future, instead of letting the call end.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"No, I was checking something in it, so\", \"response\": \"Okay, okay, that's fine.\"}], \"call_summary\": \"The agent contacted a new registrant who stated they had no immediate requirement and were just exploring. The customer proactively asked about the process for getting rates and about credit terms. The agent answered these questions but failed to conduct any discovery about the customer's business or to establish a concrete next step, ending the call passively.\"}", "error": null, "latency_ms": 38942, "input_tokens": 4112, "output_tokens": 841, "created_at": "2026-09-25 11:50:59", "sentiment": "neutral", "sentiment_score": 0.117, "sentiment_confidence": "high", "pos": 15, "neg": 6, "lex_hits": 22, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.425, "agent_talk_sec": 56.4, "customer_talk_sec": 76.2, "dead_air_sec": 45.4, "longest_monologue_sec": 9.2, "agent_wpm": 311.7, "interruptions": 1, "agent_turns": 15, "customer_turns": 16, "discovery_qs": 2, "words_agent": 293, "words_customer": 164, "monologue_heavy": 0, "turns": [ { "ucid": "21112178833926871", "idx": 0, "speaker": "customer", "start_s": 0.21, "end_s": 0.81, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178833926871", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 2.24, "text_en": "Hello, Globe the Enterprises?", "text_native": "हेलो, Globe the Enterprises?" }, { "ucid": "21112178833926871", "idx": 2, "speaker": "customer", "start_s": 2.5, "end_s": 2.9, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178833926871", "idx": 3, "speaker": "agent", "start_s": 3.1, "end_s": 6.54, "text_en": "Sir, this is Anupriti speaking from JSW One. Your account was registered on our portal.", "text_native": "सर अनुप्रिती बात कर रही हूं JSW One से। आपका अकाउंट रजिस्टर था हमारे पोर्टल पर।" }, { "ucid": "21112178833926871", "idx": 4, "speaker": "customer", "start_s": 6.8, "end_s": 7.04, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178833926871", "idx": 5, "speaker": "agent", "start_s": 7.5, "end_s": 10.8, "text_en": "Is there any requirement, sir, in flat metal, in sheet metal?", "text_native": "कुछ रिक्वायरमेंट है क्या सर, flat metal में, sheet metal में?" }, { "ucid": "21112178833926871", "idx": 6, "speaker": "customer", "start_s": 11.2, "end_s": 12.8, "text_en": "No, there is no requirement right now.", "text_native": "नहीं अभी कोई रिक्वायरमेंट नहीं है।" }, { "ucid": "21112178833926871", "idx": 7, "speaker": "agent", "start_s": 12.9, "end_s": 15.5, "text_en": "Okay. No, you had registered an account, that's why I had to ask.", "text_native": "अच्छा। नहीं आपने अकाउंट रजिस्टर किया था इसलिए पूछना था।" }, { "ucid": "21112178833926871", "idx": 8, "speaker": "customer", "start_s": 15.6, "end_s": 18.5, "text_en": "No, I was checking something in it, so", "text_native": "नहीं मैं कुछ चेक कर रहा था उसमे तो" }, { "ucid": "21112178833926871", "idx": 9, "speaker": "agent", "start_s": 18.5, "end_s": 19.5, "text_en": "Okay, okay, that's fine.", "text_native": "ठीक है, ठीक है चलेगा।" }, { "ucid": "21112178833926871", "idx": 10, "speaker": "customer", "start_s": 19.5, "end_s": 24.5, "text_en": "And something about the rate, etc., like if we have a requirement for something, then how will we get to know its rate, what the rate is?", "text_native": "और कुछ रेट वगेरा जैसे अपने को मतलब जैसे कोई चीज की अपने को रिक्वायरमेंट है तो उसके रेट का अपने को कैसे पता चलेगा क्या रेट है?" }, { "ucid": "21112178833926871", "idx": 11, "speaker": "agent", "start_s": 24.6, "end_s": 33.8, "text_en": "How it is with the rate, sir, is that it won't be visible on the app right now. It's a volatile market. So today the rate is different, tomorrow it will be different. So we haven't given that provision on the app yet. Uh, then you have to register an inquiry, and then I can give you the rate.", "text_native": "रेट का कैसा है सर, अभी ऐप पे तो नहीं दिखेगा। Volatile मार्केट है। तो आज कुछ रेट अलग है, कल कुछ अलग है। तो ऐप पे अभी वो प्रोविजन नहीं दिया है हमने। अ फिर इंक्वायरी ही आपको रजिस्टर करके फिर मैं आपको रेट दे सकती हूं।" }, { "ucid": "21112178833926871", "idx": 12, "speaker": "customer", "start_s": 34.0, "end_s": 39.0, "text_en": "Okay, so I will register an inquiry, like I need this and this product, then you will send me the rate with a quotation?", "text_native": "अच्छा, मैं मतलब इंक्वायरी रजिस्टर करूंगा जैसे मेरे को ये ये प्रोडक्ट चाहिए, तो आप मेरे को फिर रेट भेज दोगे क्वोटेशन के साथ?" }, { "ucid": "21112178833926871", "idx": 13, "speaker": "agent", "start_s": 39.0, "end_s": 42.8, "text_en": "Yes, yes, I will give the rate then. I will give it to you in one, one hour, one to two hours.", "text_native": "हां हां, मैं दे दूंगी फिर रेट। आपको एक, एक घंटे, एक दो घंटे में दे दूंगी।" }, { "ucid": "21112178833926871", "idx": 14, "speaker": "customer", "start_s": 43.2, "end_s": 45.5, "text_en": "Okay. And what is the mode of payment, ma'am, for this in the beginning?", "text_native": "अच्छा। और मोड ऑफ पेमेंट क्या रहता है मैम इसका स्टार्टिंग में?" }, { "ucid": "21112178833926871", "idx": 15, "speaker": "agent", "start_s": 45.6, "end_s": 53.0, "text_en": "The mode of payment, sir, is that the first two orders are on advance. Then later, if your requirement is high, above 40 tons, then it's a credit order. We give that on credit after the verification of papers.", "text_native": "मोड ऑफ पेमेंट सर, पहले तो दो ऑर्डर्स एडवांस में रहता है। फिर बाद में आपका रिक्वायरमेंट अगर ज्यादा है, चालीस टन के ऊपर, तो फिर क्रेडिट ऑर्डर रहता है। वो क्रेडिट पे हम देते हैं आफ्टर द वेरिफिकेशन ऑफ पेपर्स।" }, { "ucid": "21112178833926871", "idx": 16, "speaker": "customer", "start_s": 53.2, "end_s": 54.8, "text_en": "Meaning, for how many days is the credit?", "text_native": "मतलब कितने दिन का क्रेडिट रहता है?" }, { "ucid": "21112178833926871", "idx": 17, "speaker": "agent", "start_s": 54.9, "end_s": 59.8, "text_en": "That depends on what your business is, what the turnover is. That will happen only after documents verification. Before that, two", "text_native": "वो डिपेंड करता है आपका क्या बिजनेस है, टर्नओवर कितना है। वो डॉक्यूमेंट्स वेरिफिकेशन के बाद ही होगा। उसके पहले दो" }, { "ucid": "21112178833926871", "idx": 18, "speaker": "customer", "start_s": 59.8, "end_s": 106.5, "text_en": "Meaning, a normal 40 tons as you gave an example, according to that, if a person takes 40 tons of material, then what does that mean, normally, still, for how much time will the credit be?", "text_native": "मतलब एक नॉर्मल फोर्टी टन्स आपने जैसे एग्जांपल दिया, वो हिसाब से जैसे चालीस टन आदमी माल लेगा, तो उसका मतलब एक नॉर्मली भी फिर भी कितना टाइम का क्रेडिट रहेगा?" }, { "ucid": "21112178833926871", "idx": 19, "speaker": "agent", "start_s": 106.6, "end_s": 110.0, "text_en": "That sir, I won't be able to tell you that right now because a completely different department looks into that.", "text_native": "वो सर, वो मैं नहीं बता पाऊंगी अभी क्योंकि वो पूरा दूसरा डिपार्टमेंट देखता है।" }, { "ucid": "21112178833926871", "idx": 20, "speaker": "customer", "start_s": 110.0, "end_s": 110.5, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178833926871", "idx": 21, "speaker": "agent", "start_s": 110.5, "end_s": 113.2, "text_en": "Verification, first, before that, you will have to place two orders through us. Even if then", "text_native": "वेरिफिकेशन, पहले उसके पहले दो ऑर्डर्स तो आपको हमारे थ्रू करने पड़ेंगे। वो भले फिर" }, { "ucid": "21112178833926871", "idx": 22, "speaker": "customer", "start_s": 113.2, "end_s": 116.8, "text_en": "Okay, first place two orders through you, then after that, when you have built trust, after that we", "text_native": "अच्छा पहले दो ऑर्डर आपके थ्रू करने का, फिर उसके बाद जब आपको ट्रस्ट बिल्ड हो जाएगा उसके बाद फिर हम" }, { "ucid": "21112178833926871", "idx": 23, "speaker": "agent", "start_s": 116.8, "end_s": 122.0, "text_en": "Yes, after that. It's not about trust, sir, the main thing is that a transaction is visible, that this is your business. So it's there to show two transactions.", "text_native": "हां उसके बाद। ट्रस्ट का बात नहीं है सर, मेन की ट्रांजैक्शन एक दिखाई देता है कि आपका ये बिजनेस है। तो दो ट्रांजैक्शंस दिखने के लिए वो रहता है।" }, { "ucid": "21112178833926871", "idx": 24, "speaker": "customer", "start_s": 122.2, "end_s": 123.0, "text_en": "Okay ma'am.", "text_native": "Okay ma'am." }, { "ucid": "21112178833926871", "idx": 25, "speaker": "customer", "start_s": 125.0, "end_s": 127.5, "text_en": "Alright ma'am, whatever I have now, I will", "text_native": "ठीक है ना मैम, मेरे को जो भी अभी रहेगा कुछ तो मैं आपको" }, { "ucid": "21112178833926871", "idx": 26, "speaker": "agent", "start_s": 126.5, "end_s": 128.0, "text_en": "Okay, I will WhatsApp you.", "text_native": "ठीक है, मैं WhatsApp करती हूं आपको।" }, { "ucid": "21112178833926871", "idx": 27, "speaker": "agent", "start_s": 128.0, "end_s": 133.5, "text_en": "This, you won't be able to WhatsApp on this number. I will send you a 'hi' right now. Then on that, whenever you have a live requirement, you can message me.", "text_native": "ये, ये नंबर पे आप WhatsApp नहीं कर पाओगे। मैं आपको हाय भेजती हूं अभी। आप उसपे फिर कभी भी लाइव रिक्वायरमेंट रहेगा, आप मेरे को मैसेज कर दो।" }, { "ucid": "21112178833926871", "idx": 28, "speaker": "customer", "start_s": 133.8, "end_s": 135.0, "text_en": "Okay ma'am, okay.", "text_native": "Okay ma'am, okay." }, { "ucid": "21112178833926871", "idx": 29, "speaker": "agent", "start_s": 135.0, "end_s": 136.2, "text_en": "Okay, alright. Thank you.", "text_native": "Okay, चलिए। Thank you." }, { "ucid": "21112178833926871", "idx": 30, "speaker": "customer", "start_s": 136.2, "end_s": 137.5, "text_en": "Thank you ma'am.", "text_native": "Thank you ma'am." } ], "steps": [ { "ucid": "21112178833926871", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, this is Anupriti speaking from JSW One. Your account was registered on our portal.", "comment": "The agent correctly identified the reason for the call (new registration) and opened without hard sales pressure." }, { "ucid": "21112178833926871", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the company name but failed to ask about procurement city, decision-making role, or contact details." }, { "ucid": "21112178833926871", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, monthly tonnage, brands used, or buying habits." }, { "ucid": "21112178833926871", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "How it is with the rate, sir, is that it won't be visible on the app right now. Volatile market is... you have to register an inquiry, and then I can give you the rate.", "comment": "The agent explained the process for getting a price on the platform in response to the customer's direct question." }, { "ucid": "21112178833926871", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After the customer said they had no current requirement, the agent did not attempt to schedule a specific callback date for the future." }, { "ucid": "21112178833926871", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a quote, a specific callback date, or a scheduled walkthrough, concluding with a vague 'message me whenever'." } ], "objections": [ { "ucid": "21112178833926871", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "No, I was checking something in it, so", "response": "Okay, okay, that's fine." } ], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [ "rejection" ] }