{
  "ucid": "21112178955397241",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 15:49:32",
  "end_time": "2026-09-16 15:51:39",
  "duration_sec": 127,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf4879be10d1ba13e4bcd811570ef7c92.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1720,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955397241__DIAf4879be10d1ba13e4bcd811570ef7c92.mp3",
  "audio_bytes": 331560,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 110.52,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello sir.   (Hello sir ji.)\n[7s] CUSTOMER: Hello.\n[8s] AGENT: Hello sir, greetings.   (Hello sir, namaste.)\n[9s] CUSTOMER: Yes, greetings.   (हां जी, नमस्ते।)\n[10s] AGENT: Sir, this is Aditya Pandey speaking from JSW One.   (सर जी, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[12s] CUSTOMER: Tell me.   (बताइए।)\n[13s] AGENT: Sir, you had registered on our platform, this call is regarding that. I just spoke with Ramji bhai as well.   (सर जी, हमारे प्लेटफॉर्म पे आपने रजिस्टर किया था, उसी के रिगार्डिंग कॉल था। रामजी भाई से अभी बात भी हुई थी हमारी।)\n[17s] CUSTOMER: Uh sir, I did speak last time but I didn't get any rates.   (अह सर, बात हुई थी मेरी लास्ट टाइम पर मेरे को कोई रेट नहीं मिले।)\n[20s] AGENT: Sir, the problem is that for the stock available, I didn't get a revert on the availability from my team. The issue is that right now... I can place a plant order, there's no issue with that. But the problem is that our plant is currently overbooked. I mean, let's say 80,000   (सर, प्रॉब्लम क्या हो रहा है कि वो स्टॉक अवेलेबल, अवेलेबिलिटी का मेरेको रिवर्ट ही नहीं आया मेरी टीम से। इसका इशू क्या हो रहा है कि अभी जो हम, मैं प्लांट ऑर्डर लगवा दूंगा, इसका कोई इशू नहीं है। पर प्रॉब्लम क्या है कि अभी प्लांट हमारा ओवरबुक्ड है। मतलब समझ लीजिए एटी थाउजेंड)\n[27s] CUSTOMER: The plant is overbooked.   (प्लांट ओवरबुक्ड है।)\n[28s] AGENT: Yes, our capacity was 80,000. There's an order booking of 130 lakhs, 130 lakhs. Ton, I'm speaking in tons.   (हां, एटी थाउजेंड की कैपेसिटी थी हमारी। वन थर्टी लाख्स, वन थर्टी लाख्स का ऑर्डर बुकिंग है। टन, टन में बोल रहा हूं मैं।)\n[32s] CUSTOMER: Okay.   (अच्छा।)\n[33s] AGENT: So because of that, the plant is not able to confirm new orders.   (तो उसके वजह से क्या हो रहा है, प्लांट नया ऑर्डर कन्फर्म नहीं कर पा रहा।)\n[36s] CUSTOMER: Okay. So at least let me know the rates, what they are and what they aren't. Or if, you know, there's anything lying in the yard, then I can get the yard rates.   (ओके। तो रेट्स तो पता लगे कम से कम हमें क्या है क्या नहीं है। या फिर कोई मतलब अगर यार्ड में पड़ा हो तो यार्ड के रेट्स मिल जाएं मुझे।)\n[41s] AGENT: Hmm, no no, okay. I'll do one thing. I'll take help from my senior and get back to you with these rates. If any stock is available   (हम्म, नहीं नहीं, ठीक है। मैं एक काम करता हूं। मैं एक बार अपने सीनियर से हेल्प लेके आपकी रिवर्ट करवा देता हूं ये रेट्स आपको। कोई स्टॉक अवेलेबल)\n[44s] CUSTOMER: Just get me the rates, I mean, we can only book the order when the rate is confirmed.   (रेट्स तो मिल जाए ना मतलब, हम ऑर्डर भी तभी बुक कर पाएंगे जब हमें रेट कन्फर्म होगा।)\n[47s] AGENT: No, that's correct, sir. You are right.   (नहीं, बराबर है सर आपका। सही बोल रहे हैं।)\n[49s] CUSTOMER: And sir, please provide me with a number so that if I need to contact you in the future, I can.   (और मुझे सर एक कोई नंबर प्रोवाइड कर दीजिए कि जिससे मैं इन फ्यूचर कांटेक्ट करना हो तो मैं कर पाऊं।)\n[52s] AGENT: I had given you my number, hadn't I, sir?   (ये मेरा ही नंबर दिया था ना मैंने आपको सर?)\n[54s] CUSTOMER: You didn't give me the number.   (नहीं दिया आपने नंबर।)\n[55s] AGENT: I'll give it again, sir, no issue. You will have my number. I'll give it again. I WhatsApped you, didn't I?   (वापस दे देता हूं सर, कोई इशू नहीं है। मेरा रहेगा आपके पास नंबर। एक बार मैं वापस दे देता हूं। WhatsApp किया ना मैंने?)\n[58s] CUSTOMER: You already have my number in there. You can just WhatsApp me, no issue.   (आपके पास नंबर मेरा है ही उसके अंदर। आप मुझे WhatsApp कर दीजिए चाहे, कोई इशू नहीं है।)\n[61s] AGENT: Yes yes, I'll do it. Here, look.   (हां हां, मैं कर देता हूं। ये देखिए।)\n[63s] CUSTOMER: Okay sir. Once you provide the rates, I will do something further.   (ठीक है सर। एक बार रेट्स प्रोवाइड कर देंगे ना तो मैं आगे कुछ कर दूंगा।)\n[65s] AGENT: I'll do it for you, sir. Sorry, it was missed by me. I'll do it. I'll do it right now, sir.   (मैं कर देता हूं सर आपको। एक सॉरी, मेरे से ही रह गया था। मैं कर देता हूं। अभी करता हूं सर।)\n[67s] CUSTOMER: Okay. Because the grade 1010 that I need, SAE 1010,   (ठीक है। क्योंकि ना मेरे को जो ग्रेड वन जीरो वन जीरो है, एस ए ई वन जीरो वन जीरो,)\n[70s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[71s] CUSTOMER: ...I have an urgent requirement for that right now.   (उसकी तो अर्जेंट रिक्वायरमेंट है ही मेरे को अभी।)\n[72s] AGENT: Okay sir, I'll get it done.   (ठीक है सर, मैं करवाता हूं।)\n[74s] CUSTOMER: Get it done for me.   (मेरे को कर दीजिए आप।)\n[75s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "On a follow-up call about a service failure, you must still re-validate the customer's full requirement to show ownership and ensure you solve their complete, current 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": "Sir, the problem is that for the stock available, I didn't get a revert on the availability from my team... But the problem is that our plant is currently overbooked.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "This was a follow-up call where the customer complained about not receiving rates from a previous interaction. The agent explained that the plant was overbooked and he was awaiting a stock update from his team. The customer reiterated his urgent need for SAE 1010 grade steel and the call ended with the agent apologizing and promising to send the rates and his contact number immediately.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had registered on our platform, this call is regarding that.\", \"comment\": \"Agent correctly referenced the customer's platform registration at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any of the five required fields (product, dimensions, quantity, location, timeline).\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the call focused entirely on a prior service failure.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll do it right now, sir.\", \"comment\": \"Although no price was given due to supply issues, the agent committed to a timeline for the price revert.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had registered on our platform, this call is regarding that.\", \"comment\": \"Agent did not re-pitch the portfolio, correctly treating this as a specific follow-up on an existing request.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On a follow-up call about a service failure, you must still re-validate the customer's full requirement to show ownership and ensure you solve their complete, current 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\": \"Sir, the problem is that for the stock available, I didn't get a revert on the availability from my team... But the problem is that our plant is currently overbooked.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"This was a follow-up call where the customer complained about not receiving rates from a previous interaction. The agent explained that the plant was overbooked and he was awaiting a stock update from his team. The customer reiterated his urgent need for SAE 1010 grade steel and the call ended with the agent apologizing and promising to send the rates and his contact number immediately.\"}",
  "error": null,
  "latency_ms": 37508,
  "input_tokens": 4028,
  "output_tokens": 717,
  "created_at": "2026-09-25 12:09:34",
  "sentiment": "neutral",
  "sentiment_score": 0.111,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 4,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.572,
  "agent_talk_sec": 34.0,
  "customer_talk_sec": 25.4,
  "dead_air_sec": 67.6,
  "longest_monologue_sec": 7.0,
  "agent_wpm": 390.0,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 16,
  "discovery_qs": 2,
  "words_agent": 221,
  "words_customer": 152,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955397241",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.98,
      "end_s": 5.38,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955397241",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.9,
      "end_s": 6.5,
      "text_en": "Hello sir.",
      "text_native": "Hello sir ji."
    },
    {
      "ucid": "21112178955397241",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.36,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955397241",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.8,
      "end_s": 8.6,
      "text_en": "Hello sir, greetings.",
      "text_native": "Hello sir, namaste."
    },
    {
      "ucid": "21112178955397241",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.98,
      "end_s": 9.6,
      "text_en": "Yes, greetings.",
      "text_native": "हां जी, नमस्ते।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.98,
      "end_s": 11.8,
      "text_en": "Sir, this is Aditya Pandey speaking from JSW One.",
      "text_native": "सर जी, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 12.48,
      "text_en": "Tell me.",
      "text_native": "बताइए।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.28,
      "end_s": 16.4,
      "text_en": "Sir, you had registered on our platform, this call is regarding that. I just spoke with Ramji bhai as well.",
      "text_native": "सर जी, हमारे प्लेटफॉर्म पे आपने रजिस्टर किया था, उसी के रिगार्डिंग कॉल था। रामजी भाई से अभी बात भी हुई थी हमारी।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 19.5,
      "text_en": "Uh sir, I did speak last time but I didn't get any rates.",
      "text_native": "अह सर, बात हुई थी मेरी लास्ट टाइम पर मेरे को कोई रेट नहीं मिले।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 26.8,
      "text_en": "Sir, the problem is that for the stock available, I didn't get a revert on the availability from my team. The issue is that right now... I can place a plant order, there's no issue with that. But the problem is that our plant is currently overbooked. I mean, let's say 80,000",
      "text_native": "सर, प्रॉब्लम क्या हो रहा है कि वो स्टॉक अवेलेबल, अवेलेबिलिटी का मेरेको रिवर्ट ही नहीं आया मेरी टीम से। इसका इशू क्या हो रहा है कि अभी जो हम, मैं प्लांट ऑर्डर लगवा दूंगा, इसका कोई इशू नहीं है। पर प्रॉब्लम क्या है कि अभी प्लांट हमारा ओवरबुक्ड है। मतलब समझ लीजिए एटी थाउजेंड"
    },
    {
      "ucid": "21112178955397241",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 27.6,
      "text_en": "The plant is overbooked.",
      "text_native": "प्लांट ओवरबुक्ड है।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.9,
      "end_s": 32.2,
      "text_en": "Yes, our capacity was 80,000. There's an order booking of 130 lakhs, 130 lakhs. Ton, I'm speaking in tons.",
      "text_native": "हां, एटी थाउजेंड की कैपेसिटी थी हमारी। वन थर्टी लाख्स, वन थर्टी लाख्स का ऑर्डर बुकिंग है। टन, टन में बोल रहा हूं मैं।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 12,
      "speaker": "customer",
      "start_s": 32.5,
      "end_s": 32.9,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 13,
      "speaker": "agent",
      "start_s": 33.4,
      "end_s": 35.5,
      "text_en": "So because of that, the plant is not able to confirm new orders.",
      "text_native": "तो उसके वजह से क्या हो रहा है, प्लांट नया ऑर्डर कन्फर्म नहीं कर पा रहा।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 14,
      "speaker": "customer",
      "start_s": 36.1,
      "end_s": 40.5,
      "text_en": "Okay. So at least let me know the rates, what they are and what they aren't. Or if, you know, there's anything lying in the yard, then I can get the yard rates.",
      "text_native": "ओके। तो रेट्स तो पता लगे कम से कम हमें क्या है क्या नहीं है। या फिर कोई मतलब अगर यार्ड में पड़ा हो तो यार्ड के रेट्स मिल जाएं मुझे।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 15,
      "speaker": "agent",
      "start_s": 40.9,
      "end_s": 44.5,
      "text_en": "Hmm, no no, okay. I'll do one thing. I'll take help from my senior and get back to you with these rates. If any stock is available",
      "text_native": "हम्म, नहीं नहीं, ठीक है। मैं एक काम करता हूं। मैं एक बार अपने सीनियर से हेल्प लेके आपकी रिवर्ट करवा देता हूं ये रेट्स आपको। कोई स्टॉक अवेलेबल"
    },
    {
      "ucid": "21112178955397241",
      "idx": 16,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 47.0,
      "text_en": "Just get me the rates, I mean, we can only book the order when the rate is confirmed.",
      "text_native": "रेट्स तो मिल जाए ना मतलब, हम ऑर्डर भी तभी बुक कर पाएंगे जब हमें रेट कन्फर्म होगा।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 17,
      "speaker": "agent",
      "start_s": 47.2,
      "end_s": 48.5,
      "text_en": "No, that's correct, sir. You are right.",
      "text_native": "नहीं, बराबर है सर आपका। सही बोल रहे हैं।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 18,
      "speaker": "customer",
      "start_s": 48.8,
      "end_s": 51.8,
      "text_en": "And sir, please provide me with a number so that if I need to contact you in the future, I can.",
      "text_native": "और मुझे सर एक कोई नंबर प्रोवाइड कर दीजिए कि जिससे मैं इन फ्यूचर कांटेक्ट करना हो तो मैं कर पाऊं।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 19,
      "speaker": "agent",
      "start_s": 52.1,
      "end_s": 53.2,
      "text_en": "I had given you my number, hadn't I, sir?",
      "text_native": "ये मेरा ही नंबर दिया था ना मैंने आपको सर?"
    },
    {
      "ucid": "21112178955397241",
      "idx": 20,
      "speaker": "customer",
      "start_s": 53.5,
      "end_s": 54.3,
      "text_en": "You didn't give me the number.",
      "text_native": "नहीं दिया आपने नंबर।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 21,
      "speaker": "agent",
      "start_s": 54.7,
      "end_s": 57.8,
      "text_en": "I'll give it again, sir, no issue. You will have my number. I'll give it again. I WhatsApped you, didn't I?",
      "text_native": "वापस दे देता हूं सर, कोई इशू नहीं है। मेरा रहेगा आपके पास नंबर। एक बार मैं वापस दे देता हूं। WhatsApp किया ना मैंने?"
    },
    {
      "ucid": "21112178955397241",
      "idx": 22,
      "speaker": "customer",
      "start_s": 58.0,
      "end_s": 60.6,
      "text_en": "You already have my number in there. You can just WhatsApp me, no issue.",
      "text_native": "आपके पास नंबर मेरा है ही उसके अंदर। आप मुझे WhatsApp कर दीजिए चाहे, कोई इशू नहीं है।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 23,
      "speaker": "agent",
      "start_s": 60.9,
      "end_s": 62.1,
      "text_en": "Yes yes, I'll do it. Here, look.",
      "text_native": "हां हां, मैं कर देता हूं। ये देखिए।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 24,
      "speaker": "customer",
      "start_s": 62.6,
      "end_s": 64.5,
      "text_en": "Okay sir. Once you provide the rates, I will do something further.",
      "text_native": "ठीक है सर। एक बार रेट्स प्रोवाइड कर देंगे ना तो मैं आगे कुछ कर दूंगा।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 25,
      "speaker": "agent",
      "start_s": 64.6,
      "end_s": 67.0,
      "text_en": "I'll do it for you, sir. Sorry, it was missed by me. I'll do it. I'll do it right now, sir.",
      "text_native": "मैं कर देता हूं सर आपको। एक सॉरी, मेरे से ही रह गया था। मैं कर देता हूं। अभी करता हूं सर।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 26,
      "speaker": "customer",
      "start_s": 67.2,
      "end_s": 69.5,
      "text_en": "Okay. Because the grade 1010 that I need, SAE 1010,",
      "text_native": "ठीक है। क्योंकि ना मेरे को जो ग्रेड वन जीरो वन जीरो है, एस ए ई वन जीरो वन जीरो,"
    },
    {
      "ucid": "21112178955397241",
      "idx": 27,
      "speaker": "agent",
      "start_s": 69.8,
      "end_s": 70.2,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 28,
      "speaker": "customer",
      "start_s": 70.6,
      "end_s": 72.0,
      "text_en": "...I have an urgent requirement for that right now.",
      "text_native": "उसकी तो अर्जेंट रिक्वायरमेंट है ही मेरे को अभी।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 29,
      "speaker": "agent",
      "start_s": 72.3,
      "end_s": 73.2,
      "text_en": "Okay sir, I'll get it done.",
      "text_native": "ठीक है सर, मैं करवाता हूं।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 30,
      "speaker": "customer",
      "start_s": 73.8,
      "end_s": 74.6,
      "text_en": "Get it done for me.",
      "text_native": "मेरे को कर दीजिए आप।"
    },
    {
      "ucid": "21112178955397241",
      "idx": 31,
      "speaker": "agent",
      "start_s": 75.3,
      "end_s": 75.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955397241",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had registered on our platform, this call is regarding that.",
      "comment": "Agent correctly referenced the customer's platform registration at the start of the call."
    },
    {
      "ucid": "21112178955397241",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not revalidate any of the five required fields (product, dimensions, quantity, location, timeline)."
    },
    {
      "ucid": "21112178955397241",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; the call focused entirely on a prior service failure."
    },
    {
      "ucid": "21112178955397241",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I'll do it right now, sir.",
      "comment": "Although no price was given due to supply issues, the agent committed to a timeline for the price revert."
    },
    {
      "ucid": "21112178955397241",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, you had registered on our platform, this call is regarding that.",
      "comment": "Agent did not re-pitch the portfolio, correctly treating this as a specific follow-up on an existing request."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}