{
  "ucid": "21112178911696951",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 14:26:09",
  "end_time": "2026-09-11 14:28:38",
  "duration_sec": 149,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA63d513851ef427c48ef08348b076db36.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 211,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911696951__DIA63d513851ef427c48ef08348b076db36.mp3",
  "audio_bytes": 366336,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 122.112,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हलो?)\n[2s] CUSTOMER: Yes.   (हां।)\n[2s] AGENT: Uh Mr. Manish ji from Anshika Fabricators?   (अह मिस्टर मनीष जी फ्रॉम अंशिका फैब्रिकेटर्स?)\n[5s] CUSTOMER: Yes, tell me.   (हां बोलो।)\n[6s] AGENT: Manish ji, this is Sudeep speaking from JSW One MSME, Jindal Steel.   (मनीष जी, सुदीप बोल रहा हूं JSW One MSME से, जिंदल स्टील।)\n[9s] CUSTOMER: Yes, tell me, tell me.   (हां बोलो बोलो।)\n[10s] AGENT: Your company was registered on our portal, sir, this is a follow-up call regarding steel procurement, sir.   (ये आपका कंपनी रजिस्टर था ना सर पोर्टल पर हमारे, स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर।)\n[13s] AGENT: Do you have any requirement right now, sir? In 4 mm, 5 mm, 8 mm?   (अभी कुछ रिक्वायरमेंट है क्या सर आपको? चार एमएम, पांच एमएम, आठ एमएम में?)\n[16s] CUSTOMER: I have a requirement in 4 mm, 2 meter.   (चार एमएम में रिक्वायरमेंट है दो मीटर।)\n[18s] AGENT: And what are your payment terms like, sir?   (और आपका पेमेंट टर्म्स कैसे रहता है सर आपका?)\n[20s] CUSTOMER: That will be as you say. Cash will work, un- unload the goods from the vehicle and if we have to give payment then, we will give it.   (वो तो आप जैसा बोलोगे वैसा। कैश चलेगा, मा- गाड़ी माल उतारो और पेमेंट देना तो भी दे देंगे।)\n[24s] AGENT: No sir, ours is 100% advance, Manish ji, against PI.   (नहीं सर, हमारा है ना हंड्रेड परसेंट एडवांस रहता है मनीष जी, अगेंस्ट पीआई।)\n[28s] CUSTOMER: No, advance is there, okay. But what rate will you give for the coil? Come on, a 2-meter coil to be cut at 8350.   (नहीं एडवांस रहते है, ठीक है। पर क्या रेट देंगे कोइल का? चलो दो मीटर कोइल आठ तीन सौ पचास में काट के देने का।)\n[32s] AGENT: One minute. It's a 2-meter coil, you said 4 mm thickness, right?   (एक मिनट। दो मीटर कोइल है, चार एमएम थिकनेस बोला ना आपने?)\n[35s] CUSTOMER: Yes.   (हां।)\n[36s] AGENT: And what will be the cut-to-length for you?   (और काट के लेंथ क्या रहेगा आपका?)\n[38s] CUSTOMER: 8350.   (एइट थ्री फाइव जीरो।)\n[39s] AGENT: 8350. Okay. 8350.   (एइट थ्री फाइव जीरो। ओके। एइट थ्री फाइव जीरो।)\n[41s] AGENT: You need it in E250?   (ई टू फिफ्टी में चाहिए?)\n[43s] CUSTOMER: Yes, in 250.   (हां टू फिफ्टी में।)\n[44s] AGENT: E250, okay.   (ई टू फिफ्टी, ओके।)\n[45s] AGENT: 2062?   (टू जीरो सिक्स टू?)\n[46s] CUSTOMER: 2062, okay.   (टू जीरो सिक्स टू, ओके।)\n[47s] AGENT: What is the quantity? 25 tonnes?   (क्वांटिटी कितना है? पच्चीस टन?)\n[48s] CUSTOMER: The whole coil.   (पूरा कोइल।)\n[49s] AGENT: You'll take one whole coil, right? Between 20 to 25 tonnes. Correct?   (पूरा एक कोइल लोगे ना? बीस से पच्चीस टन के बीच में। बराबर?)\n[51s] CUSTOMER: Yes, whatever it is, if it's 30 tonnes, we'll take 30 tonnes.   (हां जो भी तीस टन का होएगा तीस टन का ले लेंगे।)\n[53s] AGENT: Okay, great. And where will your delivery be?   (अच्छा, बढ़िया। और डिलीवरी कहां पे रहेगी आपकी?)\n[55s] CUSTOMER: Vatva GIDC.   (वटवा जी आई डी सी।)\n[57s] AGENT: This one, right? Plot number 2508, phase 4, Mahavir Rolling.   (यही ना? प्लॉट नंबर टू फाइव जीरो एइट, फेस फोर, महावीर रोलिंग।)\n[59s] CUSTOMER: Yes, that's it, that's it.   (हां बस बस।)\n[60s] AGENT: Vatva, 382445. Sir, I'll send you the quotation. Right now I   (वटवा, थ्री एइट टू डबल फोर फाइव। सर मैं कोटेशन भेजता हूं आपको। अभी मैं)\n[63s] CUSTOMER: Tell me the rate first, tell me the rate on the phone first.   (रेट बोलो ना पहले आप मेरेको फोन पे रेट पहले बताओ।)\n[66s] AGENT: The rate is not readily available on the phone, sir. Right now there's a bit of a material shortage. We have to create an inquiry in the system and then I can give you a quote. It will take half an hour. I will call you from my number.   (फोन पे रेट अवेलेबल नहीं रहता सर रेडीली। अभी माल का थोड़ा शॉर्टेज चल रहा है। हमें इंक्वायरी बनानी पड़ती है सिस्टम में और फिर मैं आपको कोट दे सकता हूं। आधा घंटा लगेगा। कॉल करता हूं मैं आपको मेरे नंबर से।)\n[72s] AGENT: For now, I have called you from the system's number, Manish ji. Okay?   (अभी फिलहाल आपको है ना सिस्टम के नंबर से फोन किया मनीष जी। ओके?)\n[74s] CUSTOMER: Okay.   (ओके।)\n[75s] AGENT: Yes, okay.   (हां, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 37,
  "connected": 1,
  "audio_notes": "clear: The customer's audio is slightly lower in volume than the agent's but is still clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "37 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You excel at capturing order details, but you must first execute the full discovery process to understand the customer's business and build rapport before qualifying a specific need.",
  "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": "out_of_stock",
  "supply_details": "Agent stated: 'Right now there's a bit of a material shortage.'",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a fabricator, confirmed an immediate, large-tonnage requirement for 4mm HR coil. The agent skipped most of the pitch structure but effectively captured all technical and logistical details of the requirement. The call ended with the agent promising a callback with a quote in 30 minutes, after mentioning a potential material shortage.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified self and company but did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly to a requirement check.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"And what are your payment terms like, sir?\", \"comment\": \"The agent only asked one of the six discovery questions (payment terms), failing to explore the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call; the conversation was purely transactional.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"It's a 2-meter coil, you said 4 mm thickness, right?\", \"comment\": \"The agent successfully captured the full specification of the customer's current requirement, including grade, dimensions, quantity, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"It will take half an hour. I will call you from my number.\", \"comment\": \"The agent committed to a specific next step with a clear timeframe for a callback to provide a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You excel at capturing order details, but you must first execute the full discovery process to understand the customer's business and build rapport before qualifying a specific need.\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated: 'Right now there's a bit of a material shortage.'\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Tell me the rate first, tell me the rate on the phone first.\", \"response\": \"The rate is not readily available on the phone, sir. Right now there's a bit of a material shortage. We have to create an inquiry in the system and then I can give you a quote.\"}], \"call_summary\": \"The customer, a fabricator, confirmed an immediate, large-tonnage requirement for 4mm HR coil. The agent skipped most of the pitch structure but effectively captured all technical and logistical details of the requirement. The call ended with the agent promising a callback with a quote in 30 minutes, after mentioning a potential material shortage.\"}",
  "error": null,
  "latency_ms": 57135,
  "input_tokens": 3952,
  "output_tokens": 869,
  "created_at": "2026-09-25 10:59:46",
  "sentiment": "positive",
  "sentiment_score": 0.171,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.679,
  "agent_talk_sec": 43.7,
  "customer_talk_sec": 20.7,
  "dead_air_sec": 84.6,
  "longest_monologue_sec": 8.4,
  "agent_wpm": 295.2,
  "interruptions": 0,
  "agent_turns": 20,
  "customer_turns": 17,
  "discovery_qs": 15,
  "words_agent": 215,
  "words_customer": 115,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178911696951",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.6,
      "text_en": "Hello?",
      "text_native": "हलो?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.1,
      "end_s": 2.32,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.48,
      "end_s": 4.38,
      "text_en": "Uh Mr. Manish ji from Anshika Fabricators?",
      "text_native": "अह मिस्टर मनीष जी फ्रॉम अंशिका फैब्रिकेटर्स?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 5.3,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 8.4,
      "text_en": "Manish ji, this is Sudeep speaking from JSW One MSME, Jindal Steel.",
      "text_native": "मनीष जी, सुदीप बोल रहा हूं JSW One MSME से, जिंदल स्टील।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.7,
      "end_s": 9.4,
      "text_en": "Yes, tell me, tell me.",
      "text_native": "हां बोलो बोलो।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 12.8,
      "text_en": "Your company was registered on our portal, sir, this is a follow-up call regarding steel procurement, sir.",
      "text_native": "ये आपका कंपनी रजिस्टर था ना सर पोर्टल पर हमारे, स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 15.9,
      "text_en": "Do you have any requirement right now, sir? In 4 mm, 5 mm, 8 mm?",
      "text_native": "अभी कुछ रिक्वायरमेंट है क्या सर आपको? चार एमएम, पांच एमएम, आठ एमएम में?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.1,
      "end_s": 18.0,
      "text_en": "I have a requirement in 4 mm, 2 meter.",
      "text_native": "चार एमएम में रिक्वायरमेंट है दो मीटर।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 20.2,
      "text_en": "And what are your payment terms like, sir?",
      "text_native": "और आपका पेमेंट टर्म्स कैसे रहता है सर आपका?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 24.0,
      "text_en": "That will be as you say. Cash will work, un- unload the goods from the vehicle and if we have to give payment then, we will give it.",
      "text_native": "वो तो आप जैसा बोलोगे वैसा। कैश चलेगा, मा- गाड़ी माल उतारो और पेमेंट देना तो भी दे देंगे।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 27.0,
      "text_en": "No sir, ours is 100% advance, Manish ji, against PI.",
      "text_native": "नहीं सर, हमारा है ना हंड्रेड परसेंट एडवांस रहता है मनीष जी, अगेंस्ट पीआई।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.7,
      "end_s": 32.2,
      "text_en": "No, advance is there, okay. But what rate will you give for the coil? Come on, a 2-meter coil to be cut at 8350.",
      "text_native": "नहीं एडवांस रहते है, ठीक है। पर क्या रेट देंगे कोइल का? चलो दो मीटर कोइल आठ तीन सौ पचास में काट के देने का।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 13,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 34.8,
      "text_en": "One minute. It's a 2-meter coil, you said 4 mm thickness, right?",
      "text_native": "एक मिनट। दो मीटर कोइल है, चार एमएम थिकनेस बोला ना आपने?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 35.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.6,
      "end_s": 37.0,
      "text_en": "And what will be the cut-to-length for you?",
      "text_native": "और काट के लेंथ क्या रहेगा आपका?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 38.4,
      "text_en": "8350.",
      "text_native": "एइट थ्री फाइव जीरो।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 40.8,
      "text_en": "8350. Okay. 8350.",
      "text_native": "एइट थ्री फाइव जीरो। ओके। एइट थ्री फाइव जीरो।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 18,
      "speaker": "agent",
      "start_s": 41.4,
      "end_s": 42.4,
      "text_en": "You need it in E250?",
      "text_native": "ई टू फिफ्टी में चाहिए?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 19,
      "speaker": "customer",
      "start_s": 42.7,
      "end_s": 43.4,
      "text_en": "Yes, in 250.",
      "text_native": "हां टू फिफ्टी में।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 20,
      "speaker": "agent",
      "start_s": 43.6,
      "end_s": 44.5,
      "text_en": "E250, okay.",
      "text_native": "ई टू फिफ्टी, ओके।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 21,
      "speaker": "agent",
      "start_s": 44.7,
      "end_s": 45.4,
      "text_en": "2062?",
      "text_native": "टू जीरो सिक्स टू?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 22,
      "speaker": "customer",
      "start_s": 45.8,
      "end_s": 46.6,
      "text_en": "2062, okay.",
      "text_native": "टू जीरो सिक्स टू, ओके।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 23,
      "speaker": "agent",
      "start_s": 46.7,
      "end_s": 48.1,
      "text_en": "What is the quantity? 25 tonnes?",
      "text_native": "क्वांटिटी कितना है? पच्चीस टन?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 24,
      "speaker": "customer",
      "start_s": 48.3,
      "end_s": 48.9,
      "text_en": "The whole coil.",
      "text_native": "पूरा कोइल।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 25,
      "speaker": "agent",
      "start_s": 49.1,
      "end_s": 51.2,
      "text_en": "You'll take one whole coil, right? Between 20 to 25 tonnes. Correct?",
      "text_native": "पूरा एक कोइल लोगे ना? बीस से पच्चीस टन के बीच में। बराबर?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 26,
      "speaker": "customer",
      "start_s": 51.3,
      "end_s": 53.2,
      "text_en": "Yes, whatever it is, if it's 30 tonnes, we'll take 30 tonnes.",
      "text_native": "हां जो भी तीस टन का होएगा तीस टन का ले लेंगे।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 27,
      "speaker": "agent",
      "start_s": 53.4,
      "end_s": 55.2,
      "text_en": "Okay, great. And where will your delivery be?",
      "text_native": "अच्छा, बढ़िया। और डिलीवरी कहां पे रहेगी आपकी?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 28,
      "speaker": "customer",
      "start_s": 55.4,
      "end_s": 56.3,
      "text_en": "Vatva GIDC.",
      "text_native": "वटवा जी आई डी सी।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 29,
      "speaker": "agent",
      "start_s": 56.7,
      "end_s": 59.2,
      "text_en": "This one, right? Plot number 2508, phase 4, Mahavir Rolling.",
      "text_native": "यही ना? प्लॉट नंबर टू फाइव जीरो एइट, फेस फोर, महावीर रोलिंग।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 30,
      "speaker": "customer",
      "start_s": 59.4,
      "end_s": 59.9,
      "text_en": "Yes, that's it, that's it.",
      "text_native": "हां बस बस।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 31,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 63.4,
      "text_en": "Vatva, 382445. Sir, I'll send you the quotation. Right now I",
      "text_native": "वटवा, थ्री एइट टू डबल फोर फाइव। सर मैं कोटेशन भेजता हूं आपको। अभी मैं"
    },
    {
      "ucid": "21112178911696951",
      "idx": 32,
      "speaker": "customer",
      "start_s": 63.4,
      "end_s": 65.3,
      "text_en": "Tell me the rate first, tell me the rate on the phone first.",
      "text_native": "रेट बोलो ना पहले आप मेरेको फोन पे रेट पहले बताओ।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 33,
      "speaker": "agent",
      "start_s": 65.6,
      "end_s": 71.8,
      "text_en": "The rate is not readily available on the phone, sir. Right now there's a bit of a material shortage. We have to create an inquiry in the system and then I can give you a quote. It will take half an hour. I will call you from my number.",
      "text_native": "फोन पे रेट अवेलेबल नहीं रहता सर रेडीली। अभी माल का थोड़ा शॉर्टेज चल रहा है। हमें इंक्वायरी बनानी पड़ती है सिस्टम में और फिर मैं आपको कोट दे सकता हूं। आधा घंटा लगेगा। कॉल करता हूं मैं आपको मेरे नंबर से।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 34,
      "speaker": "agent",
      "start_s": 71.8,
      "end_s": 74.0,
      "text_en": "For now, I have called you from the system's number, Manish ji. Okay?",
      "text_native": "अभी फिलहाल आपको है ना सिस्टम के नंबर से फोन किया मनीष जी। ओके?"
    },
    {
      "ucid": "21112178911696951",
      "idx": 35,
      "speaker": "customer",
      "start_s": 74.2,
      "end_s": 74.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178911696951",
      "idx": 36,
      "speaker": "agent",
      "start_s": 75.2,
      "end_s": 75.7,
      "text_en": "Yes, okay.",
      "text_native": "हां, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178911696951",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified self and company but did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178911696951",
      "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 provide a supply or price hook, instead moving directly to a requirement check."
    },
    {
      "ucid": "21112178911696951",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "And what are your payment terms like, sir?",
      "comment": "The agent only asked one of the six discovery questions (payment terms), failing to explore the customer's business or needs."
    },
    {
      "ucid": "21112178911696951",
      "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 during the call; the conversation was purely transactional."
    },
    {
      "ucid": "21112178911696951",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "It's a 2-meter coil, you said 4 mm thickness, right?",
      "comment": "The agent successfully captured the full specification of the customer's current requirement, including grade, dimensions, quantity, and location."
    },
    {
      "ucid": "21112178911696951",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "It will take half an hour. I will call you from my number.",
      "comment": "The agent committed to a specific next step with a clear timeframe for a callback to provide a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178911696951",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Tell me the rate first, tell me the rate on the phone first.",
      "response": "The rate is not readily available on the phone, sir. Right now there's a bit of a material shortage. We have to create an inquiry in the system and then I can give you a quote."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}