{
  "ucid": "21112178835120551",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 17:43:25",
  "end_time": "2026-09-02 17:46:09",
  "duration_sec": 164,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAad43117a445575d49a86f62e57e87a2f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1180,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178835120551__DIAad43117a445575d49a86f62e57e87a2f.mp3",
  "audio_bytes": 371952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 123.984,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello?   (हॅलो?)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Yes, good evening sir. I am Ronak Mehta calling from JSW One. You have an account with us, but there have been no transactions, like you are not procuring any material, are you?   (जी गुड इवनिंग सर। रोनक मेहता बात कर रहा हूं मैं JSW One से। आपका जो अकाउंट है हमारे साथ में बट कुछ ट्रांजैक्शंस नहीं हुआ है, लाइक कोई मटेरियल प्रोक्योर नहीं कर रहे क्या आप?)\n[12s] CUSTOMER: Haven't done it yet sir, will start now sir.   (अभी नहीं किया सर, अब करेंगे सर स्टार्ट।)\n[14s] AGENT: When, when, when is your plan for this, sir?   (कब कब कब का प्लान है सर आपका ये?)\n[16s] CUSTOMER: We will take cement and all, sir. Our projects are starting from next month.   (सीमेंट वगेरा लेंगे सर अभी हमारे प्रोजेक्ट्स आ रहे हैं नेक्स्ट मंथ से।)\n[19s] AGENT: Okay.   (ओके।)\n[20s] CUSTOMER: Okay? So in that, we need PPC sir. OPC sorry, we need OPC. OPC cement.   (ठीक है? तो उसमें हमें PPC चाहिए सर। OPC सॉरी, OPC चाहिए। OPC सीमेंट।)\n[24s] AGENT: Okay. And what else do you need in other materials? What do you need in metal sheets? In metals?   (ओके। और बाकी मटेरियल्स में क्या चाहिए? मेटल शीट्स में क्या चाहिए? मेटल्स में?)\n[27s] CUSTOMER: We also need steel sheet. And we need some angles and all.   (स्टील शीट भी चाहिए। उसका और एंगल वगेरा चाहिए कुछ।)\n[30s] AGENT: Okay. And what will be the end application for this?   (ओके। और ये क्या एंड एप्लीकेशन क्या रहेगा आपका?)\n[32s] CUSTOMER: Our work is mainly for a solar plant, sir.   (हमारा सर मेनली सोलर प्लांट का वर्क है सर।)\n[35s] AGENT: Oh. So you don't make sure of GI? Again?   (अच्छा। तो जीआई या मेक श्योर नहीं करते हैं क्या? वापिस?)\n[37s] CUSTOMER: GI and all also works. Mainly coated works, sir.   (जीआई वगेरा भी चलता है। कोटेड चलता है सर मेनली।)\n[40s] AGENT: Oh. Okay, I'll stay connected with you. Okay? I'll ping you on WhatsApp as well.   (अच्छा। ठीक है कनेक्ट में रहता हूं मैं आपसे। ओके? मैं आपको WhatsApp पे पिंग भी करता हूं।)\n[43s] CUSTOMER: Like for cement, sir, we definitely need cement because our piling will start. So we will definitely need cement there.   (सीमेंट का जैसे सर सीमेंट का तो हमें चाहिए क्योंकि हमारी पाइलिंग स्टार्ट होएगी। तो वहां पे सीमेंट हमें चाहिए ही चाहिए।)\n[47s] AGENT: Yes, yes, so cement will work for you?   (जी जी तो सीमेंट चलेगी आपको?)\n[48s] CUSTOMER: We had registered for cement only.   (रजिस्ट्रेशन करा था हमने सीमेंट के लिए ही करा था।)\n[50s] AGENT: Oh.   (अच्छा।)\n[50s] CUSTOMER: Because there was a problem, that's why the registration   (क्योंकि प्रॉब्लम हो रही थी कि इसीलिए रजिस्ट्रेशन)\n[52s] AGENT: What is the plan until? What is the plan for cement procurement until?   (कब तक का प्लान है? सीमेंट प्रोक्योरमेंट कब तक का प्लान है?)\n[54s] CUSTOMER: This will start by next month at the maximum, sir.   (ये सर मैक्सिमम नेक्स्ट मंथ चालू हो जाएगा सर।)\n[56s] AGENT: Okay, okay.   (ठीक है, ठीक है।)\n[57s] CUSTOMER: Because many sites are coming up. The location will be in Maharashtra, sir.   (क्योंकि साइट काफी आ रही है। महाराष्ट्र में लोकेशन रहेगी सर।)\n[59s] AGENT: Yes, yes, that will be done. We at JSW are at over thirty one locations, sir.   (हां हां वो तो हो जाएगा। ऑल ओवर थर्टी वन जगहों पर है हमारा तो जेएसडब्ल्यू का तो सर।)\n[62s] CUSTOMER: Yes, yes.   (जी जी।)\n[63s] AGENT: Okay, so I'll one   (ठीक है तो मैं एक)\n[64s] CUSTOMER: And   (और)\n[64s] AGENT: Speak.   (बोलिए।)\n[64s] CUSTOMER: your... when some designs and all are made, the requirement will be according to that as well. The drawings and all haven't been made yet.   (ये आपका कुछ डिजाइन वगेरा बनेंगे ना तो उसके हिसाब से भी रिक्वायरमेंट रहेगी। अभी ड्राइंग वगेरा बनी नहीं है।)\n[70s] AGENT: Okay, okay. Okay sir, I'll stay connected. As soon as a requirement comes up, ping me on WhatsApp, okay?   (ओके, ओके। ठीक है सर मैं कनेक्ट पे रहता हूं। जैसे कुछ रिक्वायरमेंट आती है तो मुझे WhatsApp पे पिंग कर देना आप, ठीक है?)\n[74s] CUSTOMER: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[75s] AGENT: Okay, thank you Janesh ji. Yeah.   (ओके, थैंक यू जनेश जी। या।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 34,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not impact transcription.",
  "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": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You must lead the call by following the discovery framework; ask about quantity, frequency, and current suppliers to create an opportunity or set a firm callback, instead of waiting for the customer to contact you.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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 customer, involved in solar plant projects, confirmed they registered to procure materials like cement, steel sheets, and angles for projects starting next month in Maharashtra. The agent conducted minimal discovery and did not capture specifications or quantities. The call ended with the agent asking the customer to get in touch when the requirement becomes active, without setting a specific follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The opening was not warm and immediately focused on the lack of transactions, which can put the customer on the defensive.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"None of the four basic profile verification questions were asked; the agent did not verify name, company, procurement role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Only asked for end application and confirmed no prior JSW buying, missing 6 of 8 key discovery questions like quantity, brands, and payment terms.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education was provided; the agent did not explain any benefits like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer's need is for 'next month', but the agent did not schedule a specific callback date, instead asking the customer to reach out.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended vaguely with 'I'll stay connected', failing to secure a quote, a scheduled callback, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must lead the call by following the discovery framework; ask about quantity, frequency, and current suppliers to create an opportunity or set a firm callback, instead of waiting for the customer to contact you.\", \"segment_detected\": \"construction\", \"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 customer, involved in solar plant projects, confirmed they registered to procure materials like cement, steel sheets, and angles for projects starting next month in Maharashtra. The agent conducted minimal discovery and did not capture specifications or quantities. The call ended with the agent asking the customer to get in touch when the requirement becomes active, without setting a specific follow-up.\"}",
  "error": null,
  "latency_ms": 39520,
  "input_tokens": 3870,
  "output_tokens": 746,
  "created_at": "2026-09-25 11:45:56",
  "sentiment": "negative",
  "sentiment_score": -0.217,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 15,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.464,
  "agent_talk_sec": 31.1,
  "customer_talk_sec": 35.9,
  "dead_air_sec": 97.0,
  "longest_monologue_sec": 7.0,
  "agent_wpm": 322.2,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 17,
  "discovery_qs": 14,
  "words_agent": 167,
  "words_customer": 159,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178835120551",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 1.01,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.67,
      "end_s": 2.17,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.36,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.77,
      "end_s": 10.8,
      "text_en": "Yes, good evening sir. I am Ronak Mehta calling from JSW One. You have an account with us, but there have been no transactions, like you are not procuring any material, are you?",
      "text_native": "जी गुड इवनिंग सर। रोनक मेहता बात कर रहा हूं मैं JSW One से। आपका जो अकाउंट है हमारे साथ में बट कुछ ट्रांजैक्शंस नहीं हुआ है, लाइक कोई मटेरियल प्रोक्योर नहीं कर रहे क्या आप?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.6,
      "end_s": 13.6,
      "text_en": "Haven't done it yet sir, will start now sir.",
      "text_native": "अभी नहीं किया सर, अब करेंगे सर स्टार्ट।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 5,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 15.6,
      "text_en": "When, when, when is your plan for this, sir?",
      "text_native": "कब कब कब का प्लान है सर आपका ये?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.97,
      "end_s": 19.0,
      "text_en": "We will take cement and all, sir. Our projects are starting from next month.",
      "text_native": "सीमेंट वगेरा लेंगे सर अभी हमारे प्रोजेक्ट्स आ रहे हैं नेक्स्ट मंथ से।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 7,
      "speaker": "agent",
      "start_s": 19.29,
      "end_s": 19.79,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 23.4,
      "text_en": "Okay? So in that, we need PPC sir. OPC sorry, we need OPC. OPC cement.",
      "text_native": "ठीक है? तो उसमें हमें PPC चाहिए सर। OPC सॉरी, OPC चाहिए। OPC सीमेंट।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 26.8,
      "text_en": "Okay. And what else do you need in other materials? What do you need in metal sheets? In metals?",
      "text_native": "ओके। और बाकी मटेरियल्स में क्या चाहिए? मेटल शीट्स में क्या चाहिए? मेटल्स में?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 29.9,
      "text_en": "We also need steel sheet. And we need some angles and all.",
      "text_native": "स्टील शीट भी चाहिए। उसका और एंगल वगेरा चाहिए कुछ।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 11,
      "speaker": "agent",
      "start_s": 30.3,
      "end_s": 31.9,
      "text_en": "Okay. And what will be the end application for this?",
      "text_native": "ओके। और ये क्या एंड एप्लीकेशन क्या रहेगा आपका?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 12,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 34.4,
      "text_en": "Our work is mainly for a solar plant, sir.",
      "text_native": "हमारा सर मेनली सोलर प्लांट का वर्क है सर।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 13,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 36.8,
      "text_en": "Oh. So you don't make sure of GI? Again?",
      "text_native": "अच्छा। तो जीआई या मेक श्योर नहीं करते हैं क्या? वापिस?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 14,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 39.6,
      "text_en": "GI and all also works. Mainly coated works, sir.",
      "text_native": "जीआई वगेरा भी चलता है। कोटेड चलता है सर मेनली।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 15,
      "speaker": "agent",
      "start_s": 39.8,
      "end_s": 42.8,
      "text_en": "Oh. Okay, I'll stay connected with you. Okay? I'll ping you on WhatsApp as well.",
      "text_native": "अच्छा। ठीक है कनेक्ट में रहता हूं मैं आपसे। ओके? मैं आपको WhatsApp पे पिंग भी करता हूं।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 16,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 46.8,
      "text_en": "Like for cement, sir, we definitely need cement because our piling will start. So we will definitely need cement there.",
      "text_native": "सीमेंट का जैसे सर सीमेंट का तो हमें चाहिए क्योंकि हमारी पाइलिंग स्टार्ट होएगी। तो वहां पे सीमेंट हमें चाहिए ही चाहिए।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 17,
      "speaker": "agent",
      "start_s": 46.8,
      "end_s": 47.8,
      "text_en": "Yes, yes, so cement will work for you?",
      "text_native": "जी जी तो सीमेंट चलेगी आपको?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 18,
      "speaker": "customer",
      "start_s": 47.8,
      "end_s": 49.8,
      "text_en": "We had registered for cement only.",
      "text_native": "रजिस्ट्रेशन करा था हमने सीमेंट के लिए ही करा था।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 19,
      "speaker": "agent",
      "start_s": 49.8,
      "end_s": 50.2,
      "text_en": "Oh.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 20,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 52.2,
      "text_en": "Because there was a problem, that's why the registration",
      "text_native": "क्योंकि प्रॉब्लम हो रही थी कि इसीलिए रजिस्ट्रेशन"
    },
    {
      "ucid": "21112178835120551",
      "idx": 21,
      "speaker": "agent",
      "start_s": 52.2,
      "end_s": 53.8,
      "text_en": "What is the plan until? What is the plan for cement procurement until?",
      "text_native": "कब तक का प्लान है? सीमेंट प्रोक्योरमेंट कब तक का प्लान है?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 22,
      "speaker": "customer",
      "start_s": 54.0,
      "end_s": 56.0,
      "text_en": "This will start by next month at the maximum, sir.",
      "text_native": "ये सर मैक्सिमम नेक्स्ट मंथ चालू हो जाएगा सर।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 23,
      "speaker": "agent",
      "start_s": 56.0,
      "end_s": 56.6,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 24,
      "speaker": "customer",
      "start_s": 56.6,
      "end_s": 58.8,
      "text_en": "Because many sites are coming up. The location will be in Maharashtra, sir.",
      "text_native": "क्योंकि साइट काफी आ रही है। महाराष्ट्र में लोकेशन रहेगी सर।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 25,
      "speaker": "agent",
      "start_s": 59.0,
      "end_s": 61.4,
      "text_en": "Yes, yes, that will be done. We at JSW are at over thirty one locations, sir.",
      "text_native": "हां हां वो तो हो जाएगा। ऑल ओवर थर्टी वन जगहों पर है हमारा तो जेएसडब्ल्यू का तो सर।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 26,
      "speaker": "customer",
      "start_s": 62.0,
      "end_s": 62.4,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 27,
      "speaker": "agent",
      "start_s": 62.7,
      "end_s": 63.2,
      "text_en": "Okay, so I'll one",
      "text_native": "ठीक है तो मैं एक"
    },
    {
      "ucid": "21112178835120551",
      "idx": 28,
      "speaker": "customer",
      "start_s": 63.5,
      "end_s": 63.8,
      "text_en": "And",
      "text_native": "और"
    },
    {
      "ucid": "21112178835120551",
      "idx": 29,
      "speaker": "agent",
      "start_s": 64.0,
      "end_s": 64.4,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 30,
      "speaker": "customer",
      "start_s": 64.4,
      "end_s": 69.4,
      "text_en": "your... when some designs and all are made, the requirement will be according to that as well. The drawings and all haven't been made yet.",
      "text_native": "ये आपका कुछ डिजाइन वगेरा बनेंगे ना तो उसके हिसाब से भी रिक्वायरमेंट रहेगी। अभी ड्राइंग वगेरा बनी नहीं है।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 31,
      "speaker": "agent",
      "start_s": 69.8,
      "end_s": 73.6,
      "text_en": "Okay, okay. Okay sir, I'll stay connected. As soon as a requirement comes up, ping me on WhatsApp, okay?",
      "text_native": "ओके, ओके। ठीक है सर मैं कनेक्ट पे रहता हूं। जैसे कुछ रिक्वायरमेंट आती है तो मुझे WhatsApp पे पिंग कर देना आप, ठीक है?"
    },
    {
      "ucid": "21112178835120551",
      "idx": 32,
      "speaker": "customer",
      "start_s": 73.9,
      "end_s": 74.8,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178835120551",
      "idx": 33,
      "speaker": "agent",
      "start_s": 75.0,
      "end_s": 76.6,
      "text_en": "Okay, thank you Janesh ji. Yeah.",
      "text_native": "ओके, थैंक यू जनेश जी। या।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178835120551",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The opening was not warm and immediately focused on the lack of transactions, which can put the customer on the defensive."
    },
    {
      "ucid": "21112178835120551",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "None of the four basic profile verification questions were asked; the agent did not verify name, company, procurement role, or contact details."
    },
    {
      "ucid": "21112178835120551",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "Only asked for end application and confirmed no prior JSW buying, missing 6 of 8 key discovery questions like quantity, brands, and payment terms."
    },
    {
      "ucid": "21112178835120551",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No platform education was provided; the agent did not explain any benefits like transparent pricing, test certificates, or stock availability."
    },
    {
      "ucid": "21112178835120551",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer's need is for 'next month', but the agent did not schedule a specific callback date, instead asking the customer to reach out."
    },
    {
      "ucid": "21112178835120551",
      "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 vaguely with 'I'll stay connected', failing to secure a quote, a scheduled callback, or a platform walkthrough."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}