{
  "ucid": "21112178911188851",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 13:01:28",
  "end_time": "2026-09-11 13:04:08",
  "duration_sec": 160,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA533d336c70ce90516c5601811c662134.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 224,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911188851__DIA533d336c70ce90516c5601811c662134.mp3",
  "audio_bytes": 436320,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 145.44,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello, hello is this Siddhant Auto   (हॅलो, हॅलो सिद्धांत ऑटो में)\n[4s] CUSTOMER: Hello, speaking from Siddhant Auto   (हॅलो सिद्धांत ऑटो में से बात)\n[5s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW One.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[8s] CUSTOMER: Tell me.   (बताओ।)\n[9s] AGENT: Sir, you were registered on our platform, I had called regarding that. Did you have any requirement, sir?   (सर जी हमारे प्लेटफार्म पर आप रजिस्टर थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर आपकी?)\n[12s] CUSTOMER: No sir, not right now.   (नहीं सर, अभी तो नहीं है।)\n[14s] AGENT: No requirement in HR?   (HR में कोई रिक्वायरमेंट नहीं थी?)\n[15s] AGENT: Okay sir, no issue. If in the future   (ठीक है सर, कोई इशू नहीं है। अगर फ्यूचर में)\n[17s] CUSTOMER: The response from you guys is zero.   (आपके यहां पे रिस्पॉन्स जीरो है।)\n[18s] AGENT: Response zero? Sorry sir.   (रिस्पॉन्स जीरो? सॉरी सर।)\n[20s] AGENT: I'll WhatsApp you my number. If you have any requirement, then ask   (मैं आपको WhatsApp कर देता हूं अपना नंबर। अगर आपका कोई रिक्वायरमेंट है तो पूछ)\n[22s] CUSTOMER: No, not just from you alone, I need details of at least five people from the company. So that in every, every well, there are five people.   (नहीं, आपके अकेले से मेरे को नहीं, कंपनी के कम से कम पांच बंदों के डिटेल चाहिए। जो एव्री, एव्री वेल में पांच बंदे रहे।)\n[29s] CUSTOMER: Because the single person who is here, he is zero responsible, meaning they take the order but can't deliver the material.   (क्योंकि यहां पे जो सिंगल बंदा रहता है ना, वो जीरो रिस्पॉन्सिबल, मतलब आर्डर लेके मटेरियल नहीं दे पाते।)\n[34s] AGENT: So what problem are you facing? Meaning you are facing that they don't respond or they take the order but then   (मतलब आपको क्या प्रॉब्लम आ रहा है? मतलब आप यह फेस कर रहे कि रिस्पॉन्ड नहीं करता कि आर्डर ले लेता है लेकिन वो)\n[36s] CUSTOMER: I had placed an order once, they couldn't supply it. Later I had to cancel it.   (मैंने एक बार आर्डर दिया था, वो सप्लाई नहीं दे पाए। बाद में मेरे को कैंसिल करना पड़ा।)\n[39s] AGENT: Okay. Was it HR you had given, 5mm?   (अच्छा। HR यह दिए थे क्या, 5mm का?)\n[41s] CUSTOMER: No no, I had ordered steel, SS.   (नहीं नहीं, मैंने स्टील का आर्डर दिया था, SS का।)\n[43s] AGENT: Oh, SS. Sir, we don't do SS. Stainless steel. We only do mild steel.   (अच्छा SS का। सर SS तो करते नहीं हम लोग। स्टेनलेस स्टील। हम लोग तो माइल्ड स्टील ही करते हैं।)\n[46s] CUSTOMER: No, I did it on JSW One.   (नहीं, JSW One पे किया था।)\n[48s] AGENT: Okay. We might have done it before, sir, because we... sir, right now we are only doing mild steel. If... when did you do it, let me see for a minute. It was in 2022, sir, that's two years ago.   (अच्छा। पहले करते होंगे सर, क्योंकि हम सर अभी तो हम लोग माइल्ड स्टील ही कर रहे हैं। अगर आपने शायद कब किया था, एक मिनट दिख रहा है मुझे। 2022 में था सर वो तो, दो साल पहले की बात है।)\n[53s] CUSTOMER: So sir, whenever we did it, but we did it on JSW One. And your person committed and then didn't get the order supplied.   (हां तो सर, कभी किया हो हमने, बट हमने JSW One पे किया था। और आपके बंदे ने कमिट करके आर्डर सप्लाई नहीं करवाए।)\n[57s] AGENT: No sir, this is wrong. I will agree on this that if they committed, then they should have replied.   (नहीं सर, यह तो गलत है। मैं इसमें एग्री करूंगा कि अगर कमिट किया तो फिर रिप्लाई करना चाहिए था।)\n[60s] CUSTOMER: No, that's what I'm saying. You will also talk very nicely. But when no one is in the loop, then everyone runs away from behind.   (नहीं, वो मैं बता रहा हूं। यह तो आप भी बातें तो बहुत अच्छी-अच्छी करोगे। बट जब कोई लूप में नहीं होता तो सारे पीछे से भाग जाते हैं।)\n[104s] CUSTOMER: That's why I need at least four-five senior people in the loop, only then will we move forward.   (तो इसीलिए कम से कम चार-पांच बंदे सीनियर के लूप में मेरे को चाहिए, तो ही आगे बढ़ेंगे हम।)\n[108s] AGENT: Okay sir, so it's not like that. I am a senior only, I am a deputy manager here. If you have any requirement, then tell me, we can tell the price   (ठीक है सर, तो ऐसा नहीं है। मैं सीनियर ही हूं अभी, डिप्टी मैनेजर हूं यहां पे। अगर आपका कोई रिक्वायरमेंट है तो बताइए, पैसे हम बोल)\n[111s] CUSTOMER: No, even if you are a deputy manager, I won't give an inquiry to you alone. At least you... your four people's mail to me   (नहीं, डिप्टी मैनेजर भी होगे ना, तो भी अकेले को कोई इंक्वायरी नहीं देंगे। कम से कम आप अपने चार बंदों का मेरे को मेल)\n[115s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[116s] CUSTOMER: keep it, only then we'll talk.   (रखो, तभी बात करेंगे।)\n[117s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 30,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly lower in volume than the agent's, but still clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "30 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer raises a major complaint from the past, first empathize and apologize as you did, but then pivot to clarifying their *current* business needs before trying to solve the old problem or ask for a new requirement.",
  "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": 1,
  "material_detected": "Stainless Steel",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead who had a previous negative experience with JSW One, where an order for Stainless Steel (SS) was accepted but not fulfilled two years ago. The customer expressed deep distrust and demanded to have multiple senior managers in the loop for any future business. The agent identified that JSW One no longer deals in SS, apologized for the past issue, but was unable to overcome the customer's objection or establish a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello, I am Aditya Pandey calling from JSW One.\", \"comment\": \"The agent greeted, identified himself and the company, and used the customer's company name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was immediately derailed by the customer's complaint.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted and the conversation focused on a past service failure.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement, sir?\", \"comment\": \"The agent successfully asked if a current requirement existed, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not propose a next step; he passively accepted the customer's condition to end the call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a major complaint from the past, first empathize and apologize as you did, but then pivot to clarifying their *current* business needs before trying to solve the old problem or ask for a new requirement.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Stainless Steel\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"The response from you guys is zero... I had placed an order once, they couldn't supply it.\", \"response\": \"I am a senior only, I am a deputy manager here. If you have any requirement, then tell me...\"}], \"call_summary\": \"The agent contacted a lead who had a previous negative experience with JSW One, where an order for Stainless Steel (SS) was accepted but not fulfilled two years ago. The customer expressed deep distrust and demanded to have multiple senior managers in the loop for any future business. The agent identified that JSW One no longer deals in SS, apologized for the past issue, but was unable to overcome the customer's objection or establish a next step.\"}",
  "error": null,
  "latency_ms": 41784,
  "input_tokens": 3968,
  "output_tokens": 834,
  "created_at": "2026-09-25 11:01:03",
  "sentiment": "negative",
  "sentiment_score": -0.508,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.32,
  "agent_talk_sec": 36.5,
  "customer_talk_sec": 77.6,
  "dead_air_sec": 45.9,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 330.4,
  "interruptions": 1,
  "agent_turns": 15,
  "customer_turns": 15,
  "discovery_qs": 5,
  "words_agent": 201,
  "words_customer": 197,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178911188851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.58,
      "end_s": 0.98,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178911188851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.55,
      "end_s": 3.55,
      "text_en": "Hello, hello is this Siddhant Auto",
      "text_native": "हॅलो, हॅलो सिद्धांत ऑटो में"
    },
    {
      "ucid": "21112178911188851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.85,
      "end_s": 5.01,
      "text_en": "Hello, speaking from Siddhant Auto",
      "text_native": "हॅलो सिद्धांत ऑटो में से बात"
    },
    {
      "ucid": "21112178911188851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.01,
      "end_s": 7.51,
      "text_en": "Sir, hello, I am Aditya Pandey calling from JSW One.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.11,
      "end_s": 8.71,
      "text_en": "Tell me.",
      "text_native": "बताओ।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.81,
      "end_s": 12.01,
      "text_en": "Sir, you were registered on our platform, I had called regarding that. Did you have any requirement, sir?",
      "text_native": "सर जी हमारे प्लेटफार्म पर आप रजिस्टर थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर आपकी?"
    },
    {
      "ucid": "21112178911188851",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.31,
      "end_s": 13.41,
      "text_en": "No sir, not right now.",
      "text_native": "नहीं सर, अभी तो नहीं है।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.71,
      "end_s": 14.71,
      "text_en": "No requirement in HR?",
      "text_native": "HR में कोई रिक्वायरमेंट नहीं थी?"
    },
    {
      "ucid": "21112178911188851",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.91,
      "end_s": 16.51,
      "text_en": "Okay sir, no issue. If in the future",
      "text_native": "ठीक है सर, कोई इशू नहीं है। अगर फ्यूचर में"
    },
    {
      "ucid": "21112178911188851",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.51,
      "end_s": 18.01,
      "text_en": "The response from you guys is zero.",
      "text_native": "आपके यहां पे रिस्पॉन्स जीरो है।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.21,
      "end_s": 19.41,
      "text_en": "Response zero? Sorry sir.",
      "text_native": "रिस्पॉन्स जीरो? सॉरी सर।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.61,
      "end_s": 22.21,
      "text_en": "I'll WhatsApp you my number. If you have any requirement, then ask",
      "text_native": "मैं आपको WhatsApp कर देता हूं अपना नंबर। अगर आपका कोई रिक्वायरमेंट है तो पूछ"
    },
    {
      "ucid": "21112178911188851",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.21,
      "end_s": 28.61,
      "text_en": "No, not just from you alone, I need details of at least five people from the company. So that in every, every well, there are five people.",
      "text_native": "नहीं, आपके अकेले से मेरे को नहीं, कंपनी के कम से कम पांच बंदों के डिटेल चाहिए। जो एव्री, एव्री वेल में पांच बंदे रहे।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.01,
      "end_s": 32.91,
      "text_en": "Because the single person who is here, he is zero responsible, meaning they take the order but can't deliver the material.",
      "text_native": "क्योंकि यहां पे जो सिंगल बंदा रहता है ना, वो जीरो रिस्पॉन्सिबल, मतलब आर्डर लेके मटेरियल नहीं दे पाते।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.51,
      "end_s": 37.01,
      "text_en": "So what problem are you facing? Meaning you are facing that they don't respond or they take the order but then",
      "text_native": "मतलब आपको क्या प्रॉब्लम आ रहा है? मतलब आप यह फेस कर रहे कि रिस्पॉन्ड नहीं करता कि आर्डर ले लेता है लेकिन वो"
    },
    {
      "ucid": "21112178911188851",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.51,
      "end_s": 39.01,
      "text_en": "I had placed an order once, they couldn't supply it. Later I had to cancel it.",
      "text_native": "मैंने एक बार आर्डर दिया था, वो सप्लाई नहीं दे पाए। बाद में मेरे को कैंसिल करना पड़ा।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 16,
      "speaker": "agent",
      "start_s": 39.41,
      "end_s": 41.01,
      "text_en": "Okay. Was it HR you had given, 5mm?",
      "text_native": "अच्छा। HR यह दिए थे क्या, 5mm का?"
    },
    {
      "ucid": "21112178911188851",
      "idx": 17,
      "speaker": "customer",
      "start_s": 41.41,
      "end_s": 43.11,
      "text_en": "No no, I had ordered steel, SS.",
      "text_native": "नहीं नहीं, मैंने स्टील का आर्डर दिया था, SS का।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 18,
      "speaker": "agent",
      "start_s": 43.41,
      "end_s": 46.01,
      "text_en": "Oh, SS. Sir, we don't do SS. Stainless steel. We only do mild steel.",
      "text_native": "अच्छा SS का। सर SS तो करते नहीं हम लोग। स्टेनलेस स्टील। हम लोग तो माइल्ड स्टील ही करते हैं।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 19,
      "speaker": "customer",
      "start_s": 46.21,
      "end_s": 47.51,
      "text_en": "No, I did it on JSW One.",
      "text_native": "नहीं, JSW One पे किया था।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 20,
      "speaker": "agent",
      "start_s": 47.61,
      "end_s": 52.81,
      "text_en": "Okay. We might have done it before, sir, because we... sir, right now we are only doing mild steel. If... when did you do it, let me see for a minute. It was in 2022, sir, that's two years ago.",
      "text_native": "अच्छा। पहले करते होंगे सर, क्योंकि हम सर अभी तो हम लोग माइल्ड स्टील ही कर रहे हैं। अगर आपने शायद कब किया था, एक मिनट दिख रहा है मुझे। 2022 में था सर वो तो, दो साल पहले की बात है।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 21,
      "speaker": "customer",
      "start_s": 52.81,
      "end_s": 56.81,
      "text_en": "So sir, whenever we did it, but we did it on JSW One. And your person committed and then didn't get the order supplied.",
      "text_native": "हां तो सर, कभी किया हो हमने, बट हमने JSW One पे किया था। और आपके बंदे ने कमिट करके आर्डर सप्लाई नहीं करवाए।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 22,
      "speaker": "agent",
      "start_s": 56.91,
      "end_s": 59.91,
      "text_en": "No sir, this is wrong. I will agree on this that if they committed, then they should have replied.",
      "text_native": "नहीं सर, यह तो गलत है। मैं इसमें एग्री करूंगा कि अगर कमिट किया तो फिर रिप्लाई करना चाहिए था।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 23,
      "speaker": "customer",
      "start_s": 59.91,
      "end_s": 104.01,
      "text_en": "No, that's what I'm saying. You will also talk very nicely. But when no one is in the loop, then everyone runs away from behind.",
      "text_native": "नहीं, वो मैं बता रहा हूं। यह तो आप भी बातें तो बहुत अच्छी-अच्छी करोगे। बट जब कोई लूप में नहीं होता तो सारे पीछे से भाग जाते हैं।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 24,
      "speaker": "customer",
      "start_s": 104.21,
      "end_s": 107.01,
      "text_en": "That's why I need at least four-five senior people in the loop, only then will we move forward.",
      "text_native": "तो इसीलिए कम से कम चार-पांच बंदे सीनियर के लूप में मेरे को चाहिए, तो ही आगे बढ़ेंगे हम।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 25,
      "speaker": "agent",
      "start_s": 107.51,
      "end_s": 111.01,
      "text_en": "Okay sir, so it's not like that. I am a senior only, I am a deputy manager here. If you have any requirement, then tell me, we can tell the price",
      "text_native": "ठीक है सर, तो ऐसा नहीं है। मैं सीनियर ही हूं अभी, डिप्टी मैनेजर हूं यहां पे। अगर आपका कोई रिक्वायरमेंट है तो बताइए, पैसे हम बोल"
    },
    {
      "ucid": "21112178911188851",
      "idx": 26,
      "speaker": "customer",
      "start_s": 111.01,
      "end_s": 114.81,
      "text_en": "No, even if you are a deputy manager, I won't give an inquiry to you alone. At least you... your four people's mail to me",
      "text_native": "नहीं, डिप्टी मैनेजर भी होगे ना, तो भी अकेले को कोई इंक्वायरी नहीं देंगे। कम से कम आप अपने चार बंदों का मेरे को मेल"
    },
    {
      "ucid": "21112178911188851",
      "idx": 27,
      "speaker": "agent",
      "start_s": 114.81,
      "end_s": 115.51,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 28,
      "speaker": "customer",
      "start_s": 115.51,
      "end_s": 116.81,
      "text_en": "keep it, only then we'll talk.",
      "text_native": "रखो, तभी बात करेंगे।"
    },
    {
      "ucid": "21112178911188851",
      "idx": 29,
      "speaker": "agent",
      "start_s": 117.01,
      "end_s": 119.31,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178911188851",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, hello, I am Aditya Pandey calling from JSW One.",
      "comment": "The agent greeted, identified himself and the company, and used the customer's company name."
    },
    {
      "ucid": "21112178911188851",
      "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 provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178911188851",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was immediately derailed by the customer's complaint."
    },
    {
      "ucid": "21112178911188851",
      "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 as no discovery was conducted and the conversation focused on a past service failure."
    },
    {
      "ucid": "21112178911188851",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement, sir?",
      "comment": "The agent successfully asked if a current requirement existed, which the customer denied."
    },
    {
      "ucid": "21112178911188851",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not propose a next step; he passively accepted the customer's condition to end the call."
    }
  ],
  "objections": [
    {
      "ucid": "21112178911188851",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "The response from you guys is zero... I had placed an order once, they couldn't supply it.",
      "response": "I am a senior only, I am a deputy manager here. If you have any requirement, then tell me..."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}