{
  "ucid": "21112178956080531",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:43:25",
  "end_time": "2026-09-16 17:45:21",
  "duration_sec": 116,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA285b67eecf769722babcaa5b9107fa40.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1683,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956080531__DIA285b67eecf769722babcaa5b9107fa40.mp3",
  "audio_bytes": 298944,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 99.648,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[3s] AGENT: Hello.   (हॅलो.)\n[4s] AGENT: Hello, yeah good evening sir, this is Abdul speaking from JSW One.   (हॅलो, या गुड इवनिंग सर, अब्दुल बात कर रहा हूं मैं JSW One से।)\n[7s] CUSTOMER: Yes.   (हां जी।)\n[8s] AGENT: Do you have any requirement for steel, sir? I called you for that.   (कुछ रिक्वायरमेंट है क्या सर स्टील में? इसके लिए फोन किया था आपको मैं।)\n[11s] CUSTOMER: Hello?   (हॅलो?)\n[12s] CUSTOMER: JSW One?\n[13s] AGENT: Yes yes, I'm speaking from JSW One, sir.   (जी जी, JSW One से बात कर रहा हूं सर।)\n[15s] CUSTOMER: So what, what do you deal in?   (तो इसमें क्या, किस चीज में डील करते हैं आप?)\n[17s] AGENT: In steel, sir. HR, CR, GP, GI, PPGI.   (स्टील में सर। HR, CR, GP, GI, PPGI.)\n[19s] CUSTOMER: Okay.   (अच्छा।)\n[20s] CUSTOMER: So for that, a limit has to be set, right?   (तो उसके लिए लिमिट बनवानी पड़ती है ना?)\n[22s] AGENT: What sir?   (क्या सर?)\n[23s] CUSTOMER: My limit will have to be set, right?   (लिमिट बनवानी पड़ेगी ना मेरी?)\n[24s] AGENT: Limit means?   (लिमिट मतलब?)\n[26s] CUSTOMER: JSW One gives a limit, right?   (JSW One तो लिमिट देता है ना?)\n[27s] CUSTOMER: Do you give credit?   (आप क्रेडिट देते हो?)\n[28s] AGENT: Yes yes, we give credit.   (हां हां, क्रेडिट देते हैं ना।)\n[30s] CUSTOMER: Huh?   (हैं?)\n[30s] AGENT: Yes, we give credit from the second transaction. First, in the first one, it's 100% advance against PI, first transaction.   (हां क्रेडिट देते हैं सेकंड ट्रांजैक्शन से। फर्स्ट, फर्स्ट में 100% एडवांस अगेंस्ट PI, फर्स्ट ट्रांजैक्शन।)\n[34s] CUSTOMER: And you give credit in the second one?   (और सेकंड में क्रेडिट देते हो?)\n[35s] AGENT: Yes. Depending on your turnover, we can provide credit, sir. Credit.   (हां। जैसा आपका टर्नओवर रहेगा, वैसे हम लोग क्रेडिट प्रोवाइड करा सकते हैं सर। क्रेडिट।)\n[38s] CUSTOMER: Which company's material?   (कौन सी कंपनी का मटेरियल?)\n[39s] AGENT: What?   (क्या?)\n[40s] CUSTOMER: Which company's material?   (कौन सी कंपनी का मटेरियल?)\n[41s] AGENT: JSW.\n[42s] CUSTOMER: Only JSW?   (ओनली JSW?)\n[42s] AGENT: Yes, we can give others too. We can give Tata's, we can give AMNS too. Whatever is available in the brand.   (हां और भी दे देंगे। Tata का भी दे देंगे, AMNS भी दे देंगे आपको। जो भी अवेलेबल रहता है ब्रांड में।)\n[46s] CUSTOMER: I use AMNS.   (मेरा AMNS यूज़ होता है।)\n[47s] AGENT: Okay okay. What do you do in the company? Do you make PEB? Pre-engineered building?   (अच्छा अच्छा। क्या करते हैं कंपनी में? PEB बनाते हैं क्या? प्री-इंजीनियर्ड बिल्डिंग?)\n[50s] CUSTOMER: No no no. Mine is false ceiling and roofing.   (नहीं नहीं नहीं। मेरी फॉल्स सीलिंग एंड रूफिंग।)\n[52s] AGENT: What? Roofing?   (क्या? रूफिंग?)\n[53s] CUSTOMER: Yes, roofing and false ceiling.   (हां रूफिंग एंड फॉल्स सीलिंग।)\n[54s] AGENT: Okay okay, false ceiling. Do you have a live requirement for material now, sir?   (अच्छा अच्छा, फॉल्स सीलिंग। अभी लाइव रिक्वायरमेंट है क्या सर मटेरियल में?)\n[57s] CUSTOMER: Mine is regular. I use two hundred tons monthly.   (मेरी तो रेगुलर रहती है। मैं दो सौ टन यूज़ करता हूं मंथली।)\n[59s] AGENT: Okay.   (अच्छा।)\n[60s] AGENT: Okay sir. I will message you from my personal number, you send me the inquiry, okay?   (ठीक है सर। मैं आपको पर्सनल नंबर से मैसेज करके, आप मुझे इंक्वायरी भेज दीजिए, ठीक है?)\n[63s] CUSTOMER: Okay, okay.   (ठीक ठीक है।)\n[64s] AGENT: Okay, fine.   (ओके, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 39,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not interfere with the transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "39 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You uncovered a high-potential lead but lost control of the call. Drive the conversation by following the script: after discovery, proactively pitch a relevant USP and close by committing to send a quote, not by asking the customer to send you an inquiry.",
  "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": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer of false ceilings and roofing, uses 200 MT/month of AMNS material and inquired about credit. The agent successfully discovered the customer's scale and needs and explained the credit policy. However, the call ended with the agent asking the customer to send an inquiry, rather than qualifying a specific requirement or committing to a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: In steel, sir. HR, CR, GP, GI, PPGI.\", \"comment\": \"Agent did not lead with a supply or price hook, but instead listed products when asked what the company does.\"}, {\"step_id\": \"SL3\", \"result\": \"full\", \"questions_hit\": 5, \"evidence\": \"CUSTOMER: Mine is false ceiling and roofing. ... I use two hundred tons monthly. ... I use AMNS. ... Do you give credit?\", \"comment\": \"Agent and customer covered manufacturing type, application, monthly tonnage, current brand, and payment terms, hitting 5 of 6 discovery points.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; he only answered direct questions about credit policy and brand availability.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Do you have a live requirement for material now, sir?\", \"comment\": \"Agent asked about a live requirement but failed to capture any specific details (grade, thickness, qty) to qualify it.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I will message you from my personal number, you send me the inquiry, okay?\", \"comment\": \"The next step is weak and puts the onus on the customer to act, rather than the agent committing to a quote or specific callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You uncovered a high-potential lead but lost control of the call. Drive the conversation by following the script: after discovery, proactively pitch a relevant USP and close by committing to send a quote, not by asking the customer to send you an inquiry.\", \"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\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: Do you give credit?\", \"response\": \"AGENT: Yes, we give credit from the second transaction. First, in the first one, it's 100% advance against PI, first transaction.\"}], \"call_summary\": \"The customer, a manufacturer of false ceilings and roofing, uses 200 MT/month of AMNS material and inquired about credit. The agent successfully discovered the customer's scale and needs and explained the credit policy. However, the call ended with the agent asking the customer to send an inquiry, rather than qualifying a specific requirement or committing to a quote.\"}",
  "error": null,
  "latency_ms": 27742,
  "input_tokens": 3696,
  "output_tokens": 893,
  "created_at": "2026-09-25 12:07:51",
  "sentiment": "neutral",
  "sentiment_score": 0.055,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 2,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.608,
  "agent_talk_sec": 29.3,
  "customer_talk_sec": 18.9,
  "dead_air_sec": 67.8,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 319.5,
  "interruptions": 0,
  "agent_turns": 19,
  "customer_turns": 20,
  "discovery_qs": 11,
  "words_agent": 156,
  "words_customer": 86,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956080531",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.8,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956080531",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 3.31,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956080531",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 6.18,
      "text_en": "Hello, yeah good evening sir, this is Abdul speaking from JSW One.",
      "text_native": "हॅलो, या गुड इवनिंग सर, अब्दुल बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.69,
      "end_s": 7.1,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 9.8,
      "text_en": "Do you have any requirement for steel, sir? I called you for that.",
      "text_native": "कुछ रिक्वायरमेंट है क्या सर स्टील में? इसके लिए फोन किया था आपको मैं।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.9,
      "end_s": 11.3,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 12.8,
      "text_en": "JSW One?",
      "text_native": "JSW One?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 14.5,
      "text_en": "Yes yes, I'm speaking from JSW One, sir.",
      "text_native": "जी जी, JSW One से बात कर रहा हूं सर।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.1,
      "end_s": 16.6,
      "text_en": "So what, what do you deal in?",
      "text_native": "तो इसमें क्या, किस चीज में डील करते हैं आप?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 18.8,
      "text_en": "In steel, sir. HR, CR, GP, GI, PPGI.",
      "text_native": "स्टील में सर। HR, CR, GP, GI, PPGI."
    },
    {
      "ucid": "21112178956080531",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.4,
      "end_s": 19.7,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 21.7,
      "text_en": "So for that, a limit has to be set, right?",
      "text_native": "तो उसके लिए लिमिट बनवानी पड़ती है ना?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 22.4,
      "text_en": "What sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 13,
      "speaker": "customer",
      "start_s": 22.7,
      "end_s": 23.9,
      "text_en": "My limit will have to be set, right?",
      "text_native": "लिमिट बनवानी पड़ेगी ना मेरी?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 24.8,
      "text_en": "Limit means?",
      "text_native": "लिमिट मतलब?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 15,
      "speaker": "customer",
      "start_s": 25.7,
      "end_s": 26.9,
      "text_en": "JSW One gives a limit, right?",
      "text_native": "JSW One तो लिमिट देता है ना?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.4,
      "end_s": 28.1,
      "text_en": "Do you give credit?",
      "text_native": "आप क्रेडिट देते हो?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.3,
      "end_s": 29.3,
      "text_en": "Yes yes, we give credit.",
      "text_native": "हां हां, क्रेडिट देते हैं ना।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 18,
      "speaker": "customer",
      "start_s": 29.7,
      "end_s": 30.0,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 19,
      "speaker": "agent",
      "start_s": 30.3,
      "end_s": 33.6,
      "text_en": "Yes, we give credit from the second transaction. First, in the first one, it's 100% advance against PI, first transaction.",
      "text_native": "हां क्रेडिट देते हैं सेकंड ट्रांजैक्शन से। फर्स्ट, फर्स्ट में 100% एडवांस अगेंस्ट PI, फर्स्ट ट्रांजैक्शन।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 20,
      "speaker": "customer",
      "start_s": 33.9,
      "end_s": 35.1,
      "text_en": "And you give credit in the second one?",
      "text_native": "और सेकंड में क्रेडिट देते हो?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 21,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 37.9,
      "text_en": "Yes. Depending on your turnover, we can provide credit, sir. Credit.",
      "text_native": "हां। जैसा आपका टर्नओवर रहेगा, वैसे हम लोग क्रेडिट प्रोवाइड करा सकते हैं सर। क्रेडिट।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 22,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 38.9,
      "text_en": "Which company's material?",
      "text_native": "कौन सी कंपनी का मटेरियल?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 23,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 39.3,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 24,
      "speaker": "customer",
      "start_s": 39.5,
      "end_s": 40.4,
      "text_en": "Which company's material?",
      "text_native": "कौन सी कंपनी का मटेरियल?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 25,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 41.3,
      "text_en": "JSW.",
      "text_native": "JSW."
    },
    {
      "ucid": "21112178956080531",
      "idx": 26,
      "speaker": "customer",
      "start_s": 41.6,
      "end_s": 42.2,
      "text_en": "Only JSW?",
      "text_native": "ओनली JSW?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 27,
      "speaker": "agent",
      "start_s": 42.5,
      "end_s": 45.6,
      "text_en": "Yes, we can give others too. We can give Tata's, we can give AMNS too. Whatever is available in the brand.",
      "text_native": "हां और भी दे देंगे। Tata का भी दे देंगे, AMNS भी दे देंगे आपको। जो भी अवेलेबल रहता है ब्रांड में।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 28,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 47.1,
      "text_en": "I use AMNS.",
      "text_native": "मेरा AMNS यूज़ होता है।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 29,
      "speaker": "agent",
      "start_s": 47.4,
      "end_s": 50.0,
      "text_en": "Okay okay. What do you do in the company? Do you make PEB? Pre-engineered building?",
      "text_native": "अच्छा अच्छा। क्या करते हैं कंपनी में? PEB बनाते हैं क्या? प्री-इंजीनियर्ड बिल्डिंग?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 30,
      "speaker": "customer",
      "start_s": 50.1,
      "end_s": 51.8,
      "text_en": "No no no. Mine is false ceiling and roofing.",
      "text_native": "नहीं नहीं नहीं। मेरी फॉल्स सीलिंग एंड रूफिंग।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 31,
      "speaker": "agent",
      "start_s": 52.1,
      "end_s": 52.7,
      "text_en": "What? Roofing?",
      "text_native": "क्या? रूफिंग?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 32,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 54.1,
      "text_en": "Yes, roofing and false ceiling.",
      "text_native": "हां रूफिंग एंड फॉल्स सीलिंग।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 33,
      "speaker": "agent",
      "start_s": 54.3,
      "end_s": 56.4,
      "text_en": "Okay okay, false ceiling. Do you have a live requirement for material now, sir?",
      "text_native": "अच्छा अच्छा, फॉल्स सीलिंग। अभी लाइव रिक्वायरमेंट है क्या सर मटेरियल में?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 34,
      "speaker": "customer",
      "start_s": 56.8,
      "end_s": 59.0,
      "text_en": "Mine is regular. I use two hundred tons monthly.",
      "text_native": "मेरी तो रेगुलर रहती है। मैं दो सौ टन यूज़ करता हूं मंथली।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 35,
      "speaker": "agent",
      "start_s": 59.3,
      "end_s": 59.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 36,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 62.6,
      "text_en": "Okay sir. I will message you from my personal number, you send me the inquiry, okay?",
      "text_native": "ठीक है सर। मैं आपको पर्सनल नंबर से मैसेज करके, आप मुझे इंक्वायरी भेज दीजिए, ठीक है?"
    },
    {
      "ucid": "21112178956080531",
      "idx": 37,
      "speaker": "customer",
      "start_s": 62.9,
      "end_s": 63.6,
      "text_en": "Okay, okay.",
      "text_native": "ठीक ठीक है।"
    },
    {
      "ucid": "21112178956080531",
      "idx": 38,
      "speaker": "agent",
      "start_s": 64.1,
      "end_s": 64.8,
      "text_en": "Okay, fine.",
      "text_native": "ओके, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178956080531",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, jumping directly into a question about requirements."
    },
    {
      "ucid": "21112178956080531",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: In steel, sir. HR, CR, GP, GI, PPGI.",
      "comment": "Agent did not lead with a supply or price hook, but instead listed products when asked what the company does."
    },
    {
      "ucid": "21112178956080531",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "full",
      "earned": 2.0,
      "questions_hit": 5,
      "evidence": "CUSTOMER: Mine is false ceiling and roofing. ... I use two hundred tons monthly. ... I use AMNS. ... Do you give credit?",
      "comment": "Agent and customer covered manufacturing type, application, monthly tonnage, current brand, and payment terms, hitting 5 of 6 discovery points."
    },
    {
      "ucid": "21112178956080531",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs; he only answered direct questions about credit policy and brand availability."
    },
    {
      "ucid": "21112178956080531",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Do you have a live requirement for material now, sir?",
      "comment": "Agent asked about a live requirement but failed to capture any specific details (grade, thickness, qty) to qualify it."
    },
    {
      "ucid": "21112178956080531",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: I will message you from my personal number, you send me the inquiry, okay?",
      "comment": "The next step is weak and puts the onus on the customer to act, rather than the agent committing to a quote or specific callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178956080531",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "CUSTOMER: Do you give credit?",
      "response": "AGENT: Yes, we give credit from the second transaction. First, in the first one, it's 100% advance against PI, first transaction."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}