{
  "ucid": "21112178878078091",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 17:03:00",
  "end_time": "2026-09-07 17:05:12",
  "duration_sec": 132,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf88003d7be830b3d23bb69e67f22dffd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 685,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178878078091__DIAf88003d7be830b3d23bb69e67f22dffd.mp3",
  "audio_bytes": 359208,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 119.736,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello?   (हेलो?)\n[4s] AGENT: Mr. Pankaj, hello.   (पंकज जी नमस्ते।)\n[5s] CUSTOMER: Hello?   (हेलो?)\n[6s] AGENT: Yes Mr. Pankaj, hello, this is Rohit Mishra speaking from JSW One.   (हां पंकज जी नमस्ते, रोहित मिश्रा बात कर रहा हूं जेएसडब्ल्यू वन से।)\n[9s] CUSTOMER: From where?   (कहां से?)\n[11s] CUSTOMER: Where are you speaking from?   (कहां से बात कर रहे हो?)\n[12s] AGENT: This is Rohit Mishra speaking from JSW One, from Mumbai.   (रोहित मिश्रा बात कर रहा हूं जेएसडब्ल्यू वन से, फ्रॉम मुंबई।)\n[14s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[15s] AGENT: Mr. Pankaj, did you have any requirement in HR right now?   (पंकज जी, एचआर में कुछ रिक्वायरमेंट थी अभी?)\n[17s] CUSTOMER: Yes, there's always a requirement, man. In HR, in CR, in both.   (हां हमेशा रहती है यार। एचआर में, सीआर में, दोनों में होती है।)\n[20s] AGENT: Okay. 1.6, 1.6   (अच्छा। 1.6, 1.6)\n[21s] CUSTOMER: In HR, 1.6, 3 mm and 5 mm is required.   (एचआर में 1.6, 3 mm और 5 mm चाहिए होता है।)\n[23s] AGENT: 3 mm, 1.6, 3 mm and 5 mm.   (3 mm, 1.6, 3 mm और 5 mm.)\n[25s] CUSTOMER: It's 1.6, 3 mm and 5 mm.   (1.6, 3 mm और 5 mm रहता है।)\n[27s] CUSTOMER: Do you deal in cold rolled or in HR?   (आप कोल्ड रोल्ड में करते हैं या एचआर में करते हो?)\n[29s] AGENT: No no, we have HR, CR, everything.   (नहीं नहीं, हमारा एचआर, सीआर सब है।)\n[30s] CUSTOMER: You have CR as well, right? So in CR, it's .6.   (सीआर भी है ना? तो सीआर में .6 रहता है।)\n[32s] AGENT: It's .6. What do you make?   (.6 रहता है। क्या बनाते हैं आप?)\n[34s] CUSTOMER: Those are export items of different types.   (वो एक्सपोर्ट आइटम्स हैं अलग-अलग तरीके की।)\n[36s] AGENT: Okay, okay, okay. What is the monthly consumption like?   (ओके, ओके, ओके। ऐसे मंथली कितना रहता है कंजम्पशन?)\n[38s] CUSTOMER: Just recently, we got 10-12 tons.   (अभी रिसेंटली दस-बारह टन आया था हमारा।)\n[41s] AGENT: Okay, so in one go, 10-12 tons come, right?   (अच्छा, वन टाइम में दस-बारह टन आता है, है ना?)\n[43s] CUSTOMER: Yes.   (हां।)\n[43s] AGENT: So, is there any requirement right now, sir?   (तो अभी कुछ है क्या सर जी रिक्वायरमेंट?)\n[44s] CUSTOMER: The material is just about to finish in a short while.   (अब बस खत्म होने वाला है माल थोड़ी देर में।)\n[46s] CUSTOMER: It will be finished in one or two, two to four days. We need material now.   (एक-दो, दो-चार दिन में खत्म हो जाएगा। अभी चाहिए माल।)\n[49s] AGENT: Alright, then? Yes.   (ठीक है ना? हां।)\n[50s] AGENT: I'll send it to you on WhatsApp.   (मैं आपको WhatsApp पे भेजता हूं।)\n[51s] CUSTOMER: Your price sometimes goes higher than retail. I don't know. Now that we are talking directly to the company, we feel we'll get it for a few percent lower, but instead, it goes higher.   (आपका रिटेल से भी प्राइस हाई चला जाता है समटाइम्स। आई डोंट नो। अभी दो डायरेक्ट आप कंपनी से बात कर रहे हो, तो हमें लगता है कि कुछ, कुछ परसेंट नीचे मिलेगा, वो उल्टा ऊपर चला जाता है।)\n[57s] AGENT: No, no, no, that won't happen. You just do this for me once, what do you call it, just send me the requirement once.   (नहीं नहीं नहीं, ऐसा नहीं होगा। आप मेरे को एक बार ये करो, क्या कहते हैं, आप मेरे को एक बार बस भेजिए रिक्वायरमेंट।)\n[101s] AGENT: It's a market, you compare it with the market once, then tell me.   (मार्केट है, आप एक बार मार्केट से कंपेयर करना, फिर बताना।)\n[103s] CUSTOMER: Yes, I do compare with the market, but if you, if there's no benefit, then what's the point, right? So I've told you, in .6 we need sheets. And 1.6, 3 mm and 5 mm.   (हां वो तो मैं करता हूं मार्केट में कंपेयर, बट आप, आप अगर कुछ बेनिफिट नहीं होगा, फिर क्या फायदा ना? तो आपको मैंने बता दिया .6 में चाहिए तो शीट चाहिए होती है। और 1.6, 3 mm और 5 mm.)\n[110s] AGENT: Okay, okay.   (ठीक है, ठीक है।)\n[111s] CUSTOMER: You quote me, if the deal seems possible, if it works out, then we'll take the material, there's no problem with that.   (आप मुझे कोट करो, अगर कुछ बात लगती हुई, बनती हुई, तो माल ले लेंगे, उसमें कोई दिक्कत नहीं है।)\n[115s] AGENT: Okay, I'll send it.   (ठीक है, मैं भेजता हूं।)\n[115s] CUSTOMER: Okay, thank you.   (ठीक है, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 36,
  "connected": 1,
  "audio_notes": "noisy: There is significant background chatter and office noise throughout the call, but the primary speakers are mostly clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "36 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "You must follow the pitch structure; you skipped the opener and hook, and failed to conduct discovery, which meant you couldn't handle the price objection or build value.",
  "usp_relevance": "none",
  "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": "2-4 days",
  "agent_committed_date": null,
  "call_summary": "The agent connected with a manufacturer who has an immediate requirement for HR and CR coils. The customer raised a significant objection about JSW One's pricing being higher than retail. The agent did not follow the pitch structure, failed to gather complete requirement details, and did not handle the price objection effectively, but did agree to send a quote for the customer to review.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook; he immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What do you make?\", \"comment\": \"Agent only asked what the customer makes and their monthly consumption (2/6 questions), failing to meet the 'partial' threshold.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. When the customer raised a price concern, the agent only deflected instead of pitching the relevant USP.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"is there any requirement right now, sir?\", \"comment\": \"Although an immediate requirement was identified, the agent failed to capture critical details like grade, width, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I'll send it.\", \"comment\": \"The agent committed to sending a quote via WhatsApp as the next step, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; you skipped the opener and hook, and failed to conduct discovery, which meant you couldn't handle the price objection or build value.\", \"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\": \"2-4 days\", \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Your price sometimes goes higher than retail. I don't know. Now that we are talking directly to the company, we feel we'll get it for a few percent lower, but instead, it goes higher.\", \"response\": \"It's a market, you compare it with the market once, then tell me.\"}], \"call_summary\": \"The agent connected with a manufacturer who has an immediate requirement for HR and CR coils. The customer raised a significant objection about JSW One's pricing being higher than retail. The agent did not follow the pitch structure, failed to gather complete requirement details, and did not handle the price objection effectively, but did agree to send a quote for the customer to review.\"}",
  "error": null,
  "latency_ms": 44767,
  "input_tokens": 3952,
  "output_tokens": 844,
  "created_at": "2026-09-25 11:23:31",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 11,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.652,
  "agent_talk_sec": 65.3,
  "customer_talk_sec": 34.8,
  "dead_air_sec": 31.9,
  "longest_monologue_sec": 45.6,
  "agent_wpm": 131.4,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 19,
  "discovery_qs": 6,
  "words_agent": 143,
  "words_customer": 199,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178878078091",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.98,
      "end_s": 3.4,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.2,
      "end_s": 5.11,
      "text_en": "Mr. Pankaj, hello.",
      "text_native": "पंकज जी नमस्ते।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.4,
      "end_s": 5.76,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.27,
      "end_s": 8.6,
      "text_en": "Yes Mr. Pankaj, hello, this is Rohit Mishra speaking from JSW One.",
      "text_native": "हां पंकज जी नमस्ते, रोहित मिश्रा बात कर रहा हूं जेएसडब्ल्यू वन से।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.9,
      "end_s": 9.39,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.6,
      "text_en": "Where are you speaking from?",
      "text_native": "कहां से बात कर रहे हो?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.98,
      "end_s": 14.1,
      "text_en": "This is Rohit Mishra speaking from JSW One, from Mumbai.",
      "text_native": "रोहित मिश्रा बात कर रहा हूं जेएसडब्ल्यू वन से, फ्रॉम मुंबई।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.38,
      "end_s": 14.98,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 16.9,
      "text_en": "Mr. Pankaj, did you have any requirement in HR right now?",
      "text_native": "पंकज जी, एचआर में कुछ रिक्वायरमेंट थी अभी?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.18,
      "end_s": 19.3,
      "text_en": "Yes, there's always a requirement, man. In HR, in CR, in both.",
      "text_native": "हां हमेशा रहती है यार। एचआर में, सीआर में, दोनों में होती है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.58,
      "end_s": 20.7,
      "text_en": "Okay. 1.6, 1.6",
      "text_native": "अच्छा। 1.6, 1.6"
    },
    {
      "ucid": "21112178878078091",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.7,
      "end_s": 22.6,
      "text_en": "In HR, 1.6, 3 mm and 5 mm is required.",
      "text_native": "एचआर में 1.6, 3 mm और 5 mm चाहिए होता है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 24.7,
      "text_en": "3 mm, 1.6, 3 mm and 5 mm.",
      "text_native": "3 mm, 1.6, 3 mm और 5 mm."
    },
    {
      "ucid": "21112178878078091",
      "idx": 13,
      "speaker": "customer",
      "start_s": 24.9,
      "end_s": 26.5,
      "text_en": "It's 1.6, 3 mm and 5 mm.",
      "text_native": "1.6, 3 mm और 5 mm रहता है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 28.4,
      "text_en": "Do you deal in cold rolled or in HR?",
      "text_native": "आप कोल्ड रोल्ड में करते हैं या एचआर में करते हो?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 30.0,
      "text_en": "No no, we have HR, CR, everything.",
      "text_native": "नहीं नहीं, हमारा एचआर, सीआर सब है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.3,
      "end_s": 31.8,
      "text_en": "You have CR as well, right? So in CR, it's .6.",
      "text_native": "सीआर भी है ना? तो सीआर में .6 रहता है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.2,
      "end_s": 33.3,
      "text_en": "It's .6. What do you make?",
      "text_native": ".6 रहता है। क्या बनाते हैं आप?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 18,
      "speaker": "customer",
      "start_s": 33.6,
      "end_s": 35.6,
      "text_en": "Those are export items of different types.",
      "text_native": "वो एक्सपोर्ट आइटम्स हैं अलग-अलग तरीके की।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 19,
      "speaker": "agent",
      "start_s": 36.2,
      "end_s": 38.2,
      "text_en": "Okay, okay, okay. What is the monthly consumption like?",
      "text_native": "ओके, ओके, ओके। ऐसे मंथली कितना रहता है कंजम्पशन?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 20,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 40.4,
      "text_en": "Just recently, we got 10-12 tons.",
      "text_native": "अभी रिसेंटली दस-बारह टन आया था हमारा।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 21,
      "speaker": "agent",
      "start_s": 40.7,
      "end_s": 42.3,
      "text_en": "Okay, so in one go, 10-12 tons come, right?",
      "text_native": "अच्छा, वन टाइम में दस-बारह टन आता है, है ना?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.6,
      "end_s": 42.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 23,
      "speaker": "agent",
      "start_s": 43.2,
      "end_s": 44.3,
      "text_en": "So, is there any requirement right now, sir?",
      "text_native": "तो अभी कुछ है क्या सर जी रिक्वायरमेंट?"
    },
    {
      "ucid": "21112178878078091",
      "idx": 24,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.9,
      "text_en": "The material is just about to finish in a short while.",
      "text_native": "अब बस खत्म होने वाला है माल थोड़ी देर में।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 25,
      "speaker": "customer",
      "start_s": 46.4,
      "end_s": 48.2,
      "text_en": "It will be finished in one or two, two to four days. We need material now.",
      "text_native": "एक-दो, दो-चार दिन में खत्म हो जाएगा। अभी चाहिए माल।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 26,
      "speaker": "agent",
      "start_s": 48.8,
      "end_s": 49.5,
      "text_en": "Alright, then? Yes.",
      "text_native": "ठीक है ना? हां।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 27,
      "speaker": "agent",
      "start_s": 50.3,
      "end_s": 51.3,
      "text_en": "I'll send it to you on WhatsApp.",
      "text_native": "मैं आपको WhatsApp पे भेजता हूं।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 28,
      "speaker": "customer",
      "start_s": 51.4,
      "end_s": 56.9,
      "text_en": "Your price sometimes goes higher than retail. I don't know. Now that we are talking directly to the company, we feel we'll get it for a few percent lower, but instead, it goes higher.",
      "text_native": "आपका रिटेल से भी प्राइस हाई चला जाता है समटाइम्स। आई डोंट नो। अभी दो डायरेक्ट आप कंपनी से बात कर रहे हो, तो हमें लगता है कि कुछ, कुछ परसेंट नीचे मिलेगा, वो उल्टा ऊपर चला जाता है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 29,
      "speaker": "agent",
      "start_s": 57.1,
      "end_s": 100.8,
      "text_en": "No, no, no, that won't happen. You just do this for me once, what do you call it, just send me the requirement once.",
      "text_native": "नहीं नहीं नहीं, ऐसा नहीं होगा। आप मेरे को एक बार ये करो, क्या कहते हैं, आप मेरे को एक बार बस भेजिए रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 30,
      "speaker": "agent",
      "start_s": 101.2,
      "end_s": 103.1,
      "text_en": "It's a market, you compare it with the market once, then tell me.",
      "text_native": "मार्केट है, आप एक बार मार्केट से कंपेयर करना, फिर बताना।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 31,
      "speaker": "customer",
      "start_s": 103.3,
      "end_s": 109.4,
      "text_en": "Yes, I do compare with the market, but if you, if there's no benefit, then what's the point, right? So I've told you, in .6 we need sheets. And 1.6, 3 mm and 5 mm.",
      "text_native": "हां वो तो मैं करता हूं मार्केट में कंपेयर, बट आप, आप अगर कुछ बेनिफिट नहीं होगा, फिर क्या फायदा ना? तो आपको मैंने बता दिया .6 में चाहिए तो शीट चाहिए होती है। और 1.6, 3 mm और 5 mm."
    },
    {
      "ucid": "21112178878078091",
      "idx": 32,
      "speaker": "agent",
      "start_s": 109.9,
      "end_s": 110.4,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 33,
      "speaker": "customer",
      "start_s": 110.6,
      "end_s": 114.2,
      "text_en": "You quote me, if the deal seems possible, if it works out, then we'll take the material, there's no problem with that.",
      "text_native": "आप मुझे कोट करो, अगर कुछ बात लगती हुई, बनती हुई, तो माल ले लेंगे, उसमें कोई दिक्कत नहीं है।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 34,
      "speaker": "agent",
      "start_s": 114.6,
      "end_s": 115.3,
      "text_en": "Okay, I'll send it.",
      "text_native": "ठीक है, मैं भेजता हूं।"
    },
    {
      "ucid": "21112178878078091",
      "idx": 35,
      "speaker": "customer",
      "start_s": 115.3,
      "end_s": 116.1,
      "text_en": "Okay, thank you.",
      "text_native": "ठीक है, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178878078091",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, instead jumping directly into a question about requirements."
    },
    {
      "ucid": "21112178878078091",
      "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 supply or price hook; he immediately asked if the customer had a requirement."
    },
    {
      "ucid": "21112178878078091",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "What do you make?",
      "comment": "Agent only asked what the customer makes and their monthly consumption (2/6 questions), failing to meet the 'partial' threshold."
    },
    {
      "ucid": "21112178878078091",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched. When the customer raised a price concern, the agent only deflected instead of pitching the relevant USP."
    },
    {
      "ucid": "21112178878078091",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "is there any requirement right now, sir?",
      "comment": "Although an immediate requirement was identified, the agent failed to capture critical details like grade, width, quantity, or location."
    },
    {
      "ucid": "21112178878078091",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, I'll send it.",
      "comment": "The agent committed to sending a quote via WhatsApp as the next step, which the customer agreed to."
    }
  ],
  "objections": [
    {
      "ucid": "21112178878078091",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Your price sometimes goes higher than retail. I don't know. Now that we are talking directly to the company, we feel we'll get it for a few percent lower, but instead, it goes higher.",
      "response": "It's a market, you compare it with the market once, then tell me."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}