{
  "ucid": "21112178911225012",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 13:07:30",
  "end_time": "2026-09-11 13:10:25",
  "duration_sec": 175,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Onboarded",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAce3a1a12bab0f5368e1ce04f0b73fe0b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 221,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911225012__DIAce3a1a12bab0f5368e1ce04f0b73fe0b.mp3",
  "audio_bytes": 420120,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 140.04,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello, I am calling from the JSW One platform   (નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું)\n[5s] CUSTOMER: Hello?\n[6s] UNKNOWN: Good morning.\n[7s] CUSTOMER: Hello?\n[8s] AGENT: Yes? This is Kartik speaking from JSW One.   (हां जी? कार्तिक बात कर रहा था JSW One से।)\n[13s] CUSTOMER: Hello?\n[14s] AGENT: Can you hear me, sir?   (आवाज आ रही है सर?)\n[15s] AGENT: I was calling from JSW One. You have just registered Bhavesh Enterprises on our platform.   (JSW One से बात कर रहा था। आपने ये भावेश एंटरप्राइजेज रजिस्टर किया है अभी हमारे प्लेटफार्म पर।)\n[20s] CUSTOMER: Just did it, right?   (अभी किया है ना?)\n[21s] AGENT: Yes, yes. So do you have a requirement for steel in this?   (हां जी हां जी। तो इसमें स्टील का रिक्वायरमेंट रहता है आपको?)\n[23s] CUSTOMER: Yes, I have a requirement for TMT etc.   (हां TMT वगेरा का रहता है।)\n[25s] AGENT: Okay, for TMT etc. Is yours a construction business?   (अच्छा TMT वगेरा का। ये कंस्ट्रक्शन का काम है आपका?)\n[27s] CUSTOMER: No, mine is a trading business.   (नहीं मेरा ट्रेडिंग का काम है।)\n[28s] AGENT: Okay, it's a trading business. Okay.   (अच्छा ट्रेडिंग का काम है। Okay.)\n[30s] CUSTOMER: The rate etc. was not really visible, how?   (क्या रेट वगेरा उतना नहीं दिख रहा था, कैसे?)\n[32s] AGENT: Yes, the rate is not shown in the application. They give the rate on a requirement basis.   (हां एप्लीकेशन में नहीं दिखाता रेट। वो रिक्वायरमेंट बेसिस पर रेट देते हैं।)\n[34s] CUSTOMER: Okay, first you have to enter the requirement.   (अच्छा पहले रिक्वायरमेंट आपको डालना पड़ता है।)\n[36s] AGENT: Yes, yes.   (हां हां।)\n[36s] CUSTOMER: Then will you message the rate?   (फिर आप मैसेज करेंगे क्या रेट का?)\n[38s] AGENT: Yes, I will send a message too.   (हां मैसेज भी डाल दूंगा।)\n[39s] CUSTOMER: No, in this, when you go to 'order', it directly goes into the cart, so is there any problem with that?   (नहीं इसमें तो ऑर्डर में जब जाते हैं तब सीधा वो कार्ट में हो जाता है तो फिर वो कोई दिक्कत तो नहीं है?)\n[43s] AGENT: No, no.   (नहीं नहीं।)\n[44s] CUSTOMER: Problem?   (दिक्कत?)\n[44s] AGENT: No sir, what's the problem. In the cart, look, once I give you the rate, you okay the rate, if I put in the PI, you accept the PI, then it shows in the app that this is your proforma invoice, you have to make the payment to this account, all that is then shown in the app.   (नहीं सर दिक्कत क्या है। कार्ट में देखो एक बारी जैसे मैंने आपको रेट दिया, आपने रेट ओके किया, मैंने अगर पीआई डाला, पीआई एक्सेप्ट कर लिया, तो फिर ऐप में दिखाता है कि ये आपका परफॉर्मा इनवॉइस, ये आपको पेमेंट इस अकाउंट में करना है, वो सब फिर ऐप में शो करता है।)\n[51s] CUSTOMER: No, that's fine, but if I want to know the rate, what the rate is, then I go into your thing, let's say, wait a minute, stay on the line.   (नहीं, वो तो ठीक है लेकिन मेरे को रेट जानना रहेगा कि क्या रेट है तो आपके उसमें जाता हूं मैं मान लो, एक मिनट रुकिए, चालू रखिए।)\n[56s] AGENT: You went to the app, it doesn't show in the app right now in the end.   (ऐप में गया, ऐप में शो नहीं करता है अभी एट दी एंड।)\n[58s] AGENT: If you want to know the rate now, you can send me a message, I will tell you.   (अभी आपको रेट जानना है तो आपको मैसेज डाल देना मुझे, मैं बता दूंगा।)\n[101s] CUSTOMER: On this same number?   (यही नंबर पे क्या?)\n[102s] AGENT: No, this is not my number. I have messaged you from my personal number.   (नहीं ये नंबर नहीं है मेरा। मैंने मैसेज कर दिया आपको अपने पर्सनल नंबर से।)\n[104s] CUSTOMER: Mainly with the requirement or else text on WhatsApp. JSW, yes, it's One Kartik.   (Mainly requirement के साथ या फिर WhatsApp पे text कर देना। JSW, हां जी, One Kartik है।)\n[108s] AGENT: Yes sir.   (हां जी सर।)\n[109s] CUSTOMER: Okay. So I will have to put the requirement on this, right?   (ठीक है। तो इसपे डालना पड़ेगा ना आपको रिक्वायरमेंट?)\n[111s] AGENT: Yes, yes. If any requirement comes up, let me know, sir.   (हां हां। रिक्वायरमेंट कुछ आता है तो बताना सर।)\n[113s] CUSTOMER: Okay ji.   (ठीक है जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Gujarati\"]",
  "turn_count": 34,
  "connected": 1,
  "audio_notes": "clear: The call begins with a pre-recorded or spliced-in introduction in Gujarati, while the main conversation is in Hindi. There is some minor background noise on the customer's side.",
  "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:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 spent the entire call explaining the app's process instead of asking discovery questions to understand the customer's business and needs.",
  "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 customer, a trader who just registered, was confused about how to see prices on the platform. He confirmed an active requirement for TMT. The agent explained the process for getting a quote but failed to conduct any discovery or capture the requirement specifics, ending the call by asking the customer to get in touch later.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was calling from JSW One. You have just registered Bhavesh Enterprises on our platform.\", \"comment\": \"Agent correctly identified the customer and the reason for the call (new registration).\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the company name but did not ask for procurement city, decision-making involvement, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only asked about business type; no discovery was done on quantity, brands, payment terms, or current buying habits.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent explained the process of getting a price but did not educate the customer on any platform USPs like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Customer confirmed a requirement for TMT, but the agent failed to capture any specifics (grade, size, quantity).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended passively with the agent telling the customer to get in touch, failing to secure a quote, a specific callback, or a walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You spent the entire call explaining the app's process instead of asking discovery questions to understand the customer's business and needs.\", \"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 customer, a trader who just registered, was confused about how to see prices on the platform. He confirmed an active requirement for TMT. The agent explained the process for getting a quote but failed to conduct any discovery or capture the requirement specifics, ending the call by asking the customer to get in touch later.\"}",
  "error": null,
  "latency_ms": 37254,
  "input_tokens": 3851,
  "output_tokens": 728,
  "created_at": "2026-09-25 11:00:35",
  "sentiment": "positive",
  "sentiment_score": 0.244,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 9,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.751,
  "agent_talk_sec": 77.8,
  "customer_talk_sec": 25.8,
  "dead_air_sec": 71.4,
  "longest_monologue_sec": 44.1,
  "agent_wpm": 162.7,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 16,
  "discovery_qs": 4,
  "words_agent": 211,
  "words_customer": 127,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178911225012",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 4.2,
      "text_en": "Hello, I am calling from the JSW One platform",
      "text_native": "નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું"
    },
    {
      "ucid": "21112178911225012",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.01,
      "end_s": 5.6,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 2,
      "speaker": "unknown",
      "start_s": 6.1,
      "end_s": 6.8,
      "text_en": "Good morning.",
      "text_native": "Good morning."
    },
    {
      "ucid": "21112178911225012",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.3,
      "end_s": 7.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 10.4,
      "text_en": "Yes? This is Kartik speaking from JSW One.",
      "text_native": "हां जी? कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 13.3,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.7,
      "end_s": 14.5,
      "text_en": "Can you hear me, sir?",
      "text_native": "आवाज आ रही है सर?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 19.8,
      "text_en": "I was calling from JSW One. You have just registered Bhavesh Enterprises on our platform.",
      "text_native": "JSW One से बात कर रहा था। आपने ये भावेश एंटरप्राइजेज रजिस्टर किया है अभी हमारे प्लेटफार्म पर।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.7,
      "text_en": "Just did it, right?",
      "text_native": "अभी किया है ना?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 22.8,
      "text_en": "Yes, yes. So do you have a requirement for steel in this?",
      "text_native": "हां जी हां जी। तो इसमें स्टील का रिक्वायरमेंट रहता है आपको?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.9,
      "end_s": 24.4,
      "text_en": "Yes, I have a requirement for TMT etc.",
      "text_native": "हां TMT वगेरा का रहता है।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 26.7,
      "text_en": "Okay, for TMT etc. Is yours a construction business?",
      "text_native": "अच्छा TMT वगेरा का। ये कंस्ट्रक्शन का काम है आपका?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 28.0,
      "text_en": "No, mine is a trading business.",
      "text_native": "नहीं मेरा ट्रेडिंग का काम है।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 29.5,
      "text_en": "Okay, it's a trading business. Okay.",
      "text_native": "अच्छा ट्रेडिंग का काम है। Okay."
    },
    {
      "ucid": "21112178911225012",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.7,
      "end_s": 31.4,
      "text_en": "The rate etc. was not really visible, how?",
      "text_native": "क्या रेट वगेरा उतना नहीं दिख रहा था, कैसे?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 33.9,
      "text_en": "Yes, the rate is not shown in the application. They give the rate on a requirement basis.",
      "text_native": "हां एप्लीकेशन में नहीं दिखाता रेट। वो रिक्वायरमेंट बेसिस पर रेट देते हैं।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 16,
      "speaker": "customer",
      "start_s": 34.1,
      "end_s": 35.7,
      "text_en": "Okay, first you have to enter the requirement.",
      "text_native": "अच्छा पहले रिक्वायरमेंट आपको डालना पड़ता है।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 17,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 36.1,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 18,
      "speaker": "customer",
      "start_s": 36.2,
      "end_s": 37.5,
      "text_en": "Then will you message the rate?",
      "text_native": "फिर आप मैसेज करेंगे क्या रेट का?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 19,
      "speaker": "agent",
      "start_s": 37.6,
      "end_s": 38.5,
      "text_en": "Yes, I will send a message too.",
      "text_native": "हां मैसेज भी डाल दूंगा।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 20,
      "speaker": "customer",
      "start_s": 38.6,
      "end_s": 42.4,
      "text_en": "No, in this, when you go to 'order', it directly goes into the cart, so is there any problem with that?",
      "text_native": "नहीं इसमें तो ऑर्डर में जब जाते हैं तब सीधा वो कार्ट में हो जाता है तो फिर वो कोई दिक्कत तो नहीं है?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 21,
      "speaker": "agent",
      "start_s": 42.6,
      "end_s": 43.2,
      "text_en": "No, no.",
      "text_native": "नहीं नहीं।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 22,
      "speaker": "customer",
      "start_s": 43.5,
      "end_s": 44.0,
      "text_en": "Problem?",
      "text_native": "दिक्कत?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 23,
      "speaker": "agent",
      "start_s": 44.1,
      "end_s": 50.9,
      "text_en": "No sir, what's the problem. In the cart, look, once I give you the rate, you okay the rate, if I put in the PI, you accept the PI, then it shows in the app that this is your proforma invoice, you have to make the payment to this account, all that is then shown in the app.",
      "text_native": "नहीं सर दिक्कत क्या है। कार्ट में देखो एक बारी जैसे मैंने आपको रेट दिया, आपने रेट ओके किया, मैंने अगर पीआई डाला, पीआई एक्सेप्ट कर लिया, तो फिर ऐप में दिखाता है कि ये आपका परफॉर्मा इनवॉइस, ये आपको पेमेंट इस अकाउंट में करना है, वो सब फिर ऐप में शो करता है।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 24,
      "speaker": "customer",
      "start_s": 51.0,
      "end_s": 55.9,
      "text_en": "No, that's fine, but if I want to know the rate, what the rate is, then I go into your thing, let's say, wait a minute, stay on the line.",
      "text_native": "नहीं, वो तो ठीक है लेकिन मेरे को रेट जानना रहेगा कि क्या रेट है तो आपके उसमें जाता हूं मैं मान लो, एक मिनट रुकिए, चालू रखिए।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 25,
      "speaker": "agent",
      "start_s": 56.0,
      "end_s": 57.9,
      "text_en": "You went to the app, it doesn't show in the app right now in the end.",
      "text_native": "ऐप में गया, ऐप में शो नहीं करता है अभी एट दी एंड।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 26,
      "speaker": "agent",
      "start_s": 58.3,
      "end_s": 100.5,
      "text_en": "If you want to know the rate now, you can send me a message, I will tell you.",
      "text_native": "अभी आपको रेट जानना है तो आपको मैसेज डाल देना मुझे, मैं बता दूंगा।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 27,
      "speaker": "customer",
      "start_s": 100.6,
      "end_s": 101.4,
      "text_en": "On this same number?",
      "text_native": "यही नंबर पे क्या?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 28,
      "speaker": "agent",
      "start_s": 101.6,
      "end_s": 104.4,
      "text_en": "No, this is not my number. I have messaged you from my personal number.",
      "text_native": "नहीं ये नंबर नहीं है मेरा। मैंने मैसेज कर दिया आपको अपने पर्सनल नंबर से।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 29,
      "speaker": "customer",
      "start_s": 104.5,
      "end_s": 107.9,
      "text_en": "Mainly with the requirement or else text on WhatsApp. JSW, yes, it's One Kartik.",
      "text_native": "Mainly requirement के साथ या फिर WhatsApp पे text कर देना। JSW, हां जी, One Kartik है।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 30,
      "speaker": "agent",
      "start_s": 108.0,
      "end_s": 108.5,
      "text_en": "Yes sir.",
      "text_native": "हां जी सर।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 31,
      "speaker": "customer",
      "start_s": 108.7,
      "end_s": 110.9,
      "text_en": "Okay. So I will have to put the requirement on this, right?",
      "text_native": "ठीक है। तो इसपे डालना पड़ेगा ना आपको रिक्वायरमेंट?"
    },
    {
      "ucid": "21112178911225012",
      "idx": 32,
      "speaker": "agent",
      "start_s": 111.0,
      "end_s": 112.9,
      "text_en": "Yes, yes. If any requirement comes up, let me know, sir.",
      "text_native": "हां हां। रिक्वायरमेंट कुछ आता है तो बताना सर।"
    },
    {
      "ucid": "21112178911225012",
      "idx": 33,
      "speaker": "customer",
      "start_s": 113.1,
      "end_s": 113.8,
      "text_en": "Okay ji.",
      "text_native": "ठीक है जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178911225012",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I was calling from JSW One. You have just registered Bhavesh Enterprises on our platform.",
      "comment": "Agent correctly identified the customer and the reason for the call (new registration)."
    },
    {
      "ucid": "21112178911225012",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only confirmed the company name but did not ask for procurement city, decision-making involvement, or best contact details."
    },
    {
      "ucid": "21112178911225012",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only asked about business type; no discovery was done on quantity, brands, payment terms, or current buying habits."
    },
    {
      "ucid": "21112178911225012",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent explained the process of getting a price but did not educate the customer on any platform USPs like transparent pricing, test certificates, or stock availability."
    },
    {
      "ucid": "21112178911225012",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Customer confirmed a requirement for TMT, but the agent failed to capture any specifics (grade, size, quantity)."
    },
    {
      "ucid": "21112178911225012",
      "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 passively with the agent telling the customer to get in touch, failing to secure a quote, a specific callback, or a walkthrough."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}