{
  "ucid": "21112178962496341",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:32:43",
  "end_time": "2026-09-17 11:35:08",
  "duration_sec": 145,
  "campaign": "IS_MFG_WR_Sep26",
  "disposition": "General Enquiry",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4e20ad6f2c4fc72657605bf9c878bdca.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1632,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962496341__DIA4e20ad6f2c4fc72657605bf9c878bdca.mp3",
  "audio_bytes": 393768,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 131.256,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello, Niranjan Enterprises?   (हेलो, निरंजन एंटरप्राइजेज?)\n[4s] CUSTOMER: Yes, tell me.   (हां बोलो।)\n[5s] AGENT: Sir, Anupreeti speaking from JSW One.   (सर अनुप्रीति बात कर रही हूं JSW One से।)\n[7s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: JSW One.\n[9s] CUSTOMER: Speak.   (बोलिए।)\n[10s] AGENT: Sir, I wanted to know if you have any requirement?   (सर कोई रिक्वायरमेंट है क्या जानना था आपका?)\n[13s] CUSTOMER: Right now there is no requirement.   (अभी तो नहीं है रिक्वायरमेंट।)\n[15s] AGENT: Not right now?   (अभी नहीं है?)\n[16s] CUSTOMER: No no, not right now.   (नहीं नहीं, अभी तो नहीं है।)\n[18s] AGENT: Okay sir, thank you.   (ओके सर, थैंक यू।)\n[19s] CUSTOMER: So what do you have right now? 15B25?   (तो अभी आपके पास क्या है? 15B25?)\n[22s] AGENT: Sir, what do you deal in?   (सर आप किस में डील करते हो?)\n[24s] CUSTOMER: Do you deal in wire rod or in that, we make fasteners, so we need 15B25 wire rod.   (वायर रॉड में करते हो या उसमें, फास्टनर बनाते है हम तो 15B25 वायर रॉड लगता है।)\n[28s] AGENT: Okay. And what is the location, sir? Delivered location?   (अच्छा। और लोकेशन कौनसा है सर? डिलीवर्ड लोकेशन?)\n[31s] CUSTOMER: Rajkot.   (राजकोट।)\n[32s] AGENT: And what diameter?   (और कितना डाया?)\n[34s] CUSTOMER: We need 12, 14 and 16, three.   (हमारा लगता है 12, 14 और 16, तीन।)\n[36s] AGENT: Sir, right now I have 16 mm stock available. How many tons do you need?   (सर अभी 16 mm का मेरे पास स्टॉक अवेलेबल है। कितना टन चाहिए आपको?)\n[40s] CUSTOMER: In that, we will take 20 tons.   (उसमें 20 टन ले लेंगे।)\n[42s] AGENT: 20 tons. Can it be 40 tons, sir? I supply directly from the plant.   (20 टन। 40 टन हो सकता है सर? सीधा प्लांट से हम सप्लाई करते है मैं।)\n[46s] CUSTOMER: If it's 40 tons, you will have to do two sides.   (40 टन हो तो दो साइड करना पड़ेगा आपको।)\n[49s] AGENT: How much 16 mm do you need then? 20 tons?   (16 mm का कितना चाहिए फिर आपको? 20 टन?)\n[51s] CUSTOMER: We can take 20 tons of 16 mm.   (16 mm का 20 टन ले सकते है।)\n[53s] AGENT: Okay. I'll check because sir, only 16 mm is in stock, the rest 10 mm...   (अच्छा। मैं चेक करती हूं क्योंकि सर 16 mm ही स्टॉक में है, बाकी 10 mm का...)\n[58s] CUSTOMER: 12, 16...\n[58s] AGENT: 12, 14 and 16, you need these three, right?   (12, 14 और 16, ये ये तीन चाहिए ना आपको?)\n[1s] CUSTOMER: Yes.   (हां।)\n[2s] AGENT: Okay, okay. And sir, are you in manufacturing or trading?   (ओके, ओके। और सर ये आप मैन्युफैक्चरिंग में हो, ट्रेडिंग में हो?)\n[5s] CUSTOMER: No, I am in manufacturing.   (नहीं, मैं मैन्युफैक्चरिंग में हूं।)\n[6s] AGENT: And what is your end application?   (और क्या एंड एप्लीकेशन है आपका?)\n[8s] CUSTOMER: We make fasteners, bolts in that. Fastener.   (फास्टनर बनाते है, उसमें बोल्ट। फास्टनर।)\n[10s] AGENT: Okay. Okay sir, I will generate your inquiry for 16 mm.   (अच्छा। ठीक है सर, मैं आपका इंक्वायरी जनरेट करती हूं 16 mm का।)\n[12s] CUSTOMER: Hmm.   (हम्म।)\n[13s] AGENT: The rest is not in stock.   (बाकी तो स्टॉक में नहीं है।)\n[15s] CUSTOMER: What is the rate?   (का रेट क्या है?)\n[16s] AGENT: The rate, sir, will be known only after generating the inquiry. For this wire rod, the rate is not available directly.   (रेट सर इंक्वायरी जनरेट करने के बाद ही रेट समझेगा। ये वायर रॉड का ऐसा रेट डायरेक्ट नहीं मिलता है ना।)\n[20s] CUSTOMER: Okay.   (ओके।)\n[21s] AGENT: Okay. Okay, I will WhatsApp you, sir.   (ओके। ठीक है, मैं आपको WhatsApp करती हूं सर।)\n[23s] CUSTOMER: Okay.   (ओके।)\n[24s] AGENT: Thank you.   (थैंक यू।)\n[25s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 43,
  "connected": 1,
  "audio_notes": "clear: The conversation is clear with standard B2B sales call terminology.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "43 turns, clean transcript (2% 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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You recovered the call well after the customer specified their need, but your opening was too generic. Always start with a strong supply or price hook and complete discovery before qualifying a requirement to better understand the customer's business.",
  "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": "Customer required 12, 14, and 16mm wire rod; agent confirmed only 16mm was in stock, with 12mm and 14mm unavailable.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a fastener manufacturer in Rajkot, inquired about 15B25 wire rod in 12, 14, and 16mm diameters. The agent qualified the requirement for 20 tons, confirmed stock for the 16mm size but stated the other two were unavailable. The call concluded with the agent promising to generate an inquiry for the available item and send details via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, Anupreeti speaking from JSW One.\", \"comment\": \"Agent identified self and company, and used the customer's business name; the customer's direct response ('Yes, tell me.') served as implicit permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I wanted to know if you have any requirement?\", \"comment\": \"This is a generic opening, not a supply or price hook as required by the script; the customer had to prompt the agent for product details.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"And sir, are you in manufacturing or trading? ... And what is your end application?\", \"comment\": \"Agent only asked about manufacturing status and end application, missing 4 of the 6 required discovery questions (monthly tonnage, current suppliers, JSW share, payment terms).\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs. The statement 'I supply directly from the plant' was used to justify a larger order size, not as a pitched benefit.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, right now I have 16 mm stock available. How many tons do you need?\", \"comment\": \"Agent successfully captured the grade (15B25), diameters (12, 14, 16), quantity (20 tons), and location (Rajkot), and confirmed stock availability for one item.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I will WhatsApp you, sir.\", \"comment\": \"Agent committed to a clear next step (sending details via WhatsApp) which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You recovered the call well after the customer specified their need, but your opening was too generic. Always start with a strong supply or price hook and complete discovery before qualifying a requirement to better understand the customer's business.\", \"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\": \"Customer required 12, 14, and 16mm wire rod; agent confirmed only 16mm was in stock, with 12mm and 14mm unavailable.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a fastener manufacturer in Rajkot, inquired about 15B25 wire rod in 12, 14, and 16mm diameters. The agent qualified the requirement for 20 tons, confirmed stock for the 16mm size but stated the other two were unavailable. The call concluded with the agent promising to generate an inquiry for the available item and send details via WhatsApp.\"}",
  "error": null,
  "latency_ms": 33875,
  "input_tokens": 3843,
  "output_tokens": 908,
  "created_at": "2026-09-25 12:05:52",
  "sentiment": "negative",
  "sentiment_score": -0.269,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 4,
  "lex_hits": 7,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.588,
  "agent_talk_sec": 40.5,
  "customer_talk_sec": 28.4,
  "dead_air_sec": 76.1,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 254.8,
  "interruptions": 0,
  "agent_turns": 21,
  "customer_turns": 22,
  "discovery_qs": 14,
  "words_agent": 172,
  "words_customer": 101,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962496341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 1.88,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178962496341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.15,
      "end_s": 3.7,
      "text_en": "Hello, Niranjan Enterprises?",
      "text_native": "हेलो, निरंजन एंटरप्राइजेज?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.53,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 6.8,
      "text_en": "Sir, Anupreeti speaking from JSW One.",
      "text_native": "सर अनुप्रीति बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.17,
      "end_s": 7.67,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.97,
      "end_s": 8.8,
      "text_en": "JSW One.",
      "text_native": "JSW One."
    },
    {
      "ucid": "21112178962496341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 9.67,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 12.0,
      "text_en": "Sir, I wanted to know if you have any requirement?",
      "text_native": "सर कोई रिक्वायरमेंट है क्या जानना था आपका?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 14.5,
      "text_en": "Right now there is no requirement.",
      "text_native": "अभी तो नहीं है रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 15.4,
      "text_en": "Not right now?",
      "text_native": "अभी नहीं है?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 17.0,
      "text_en": "No no, not right now.",
      "text_native": "नहीं नहीं, अभी तो नहीं है।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.5,
      "end_s": 18.5,
      "text_en": "Okay sir, thank you.",
      "text_native": "ओके सर, थैंक यू।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.7,
      "end_s": 20.8,
      "text_en": "So what do you have right now? 15B25?",
      "text_native": "तो अभी आपके पास क्या है? 15B25?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 22.7,
      "text_en": "Sir, what do you deal in?",
      "text_native": "सर आप किस में डील करते हो?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 27.5,
      "text_en": "Do you deal in wire rod or in that, we make fasteners, so we need 15B25 wire rod.",
      "text_native": "वायर रॉड में करते हो या उसमें, फास्टनर बनाते है हम तो 15B25 वायर रॉड लगता है।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.9,
      "end_s": 30.8,
      "text_en": "Okay. And what is the location, sir? Delivered location?",
      "text_native": "अच्छा। और लोकेशन कौनसा है सर? डिलीवर्ड लोकेशन?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 31.5,
      "text_en": "Rajkot.",
      "text_native": "राजकोट।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 32.9,
      "text_en": "And what diameter?",
      "text_native": "और कितना डाया?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 18,
      "speaker": "customer",
      "start_s": 33.5,
      "end_s": 36.2,
      "text_en": "We need 12, 14 and 16, three.",
      "text_native": "हमारा लगता है 12, 14 और 16, तीन।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 19,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 40.0,
      "text_en": "Sir, right now I have 16 mm stock available. How many tons do you need?",
      "text_native": "सर अभी 16 mm का मेरे पास स्टॉक अवेलेबल है। कितना टन चाहिए आपको?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 20,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 41.8,
      "text_en": "In that, we will take 20 tons.",
      "text_native": "उसमें 20 टन ले लेंगे।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 21,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 45.8,
      "text_en": "20 tons. Can it be 40 tons, sir? I supply directly from the plant.",
      "text_native": "20 टन। 40 टन हो सकता है सर? सीधा प्लांट से हम सप्लाई करते है मैं।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 22,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 48.0,
      "text_en": "If it's 40 tons, you will have to do two sides.",
      "text_native": "40 टन हो तो दो साइड करना पड़ेगा आपको।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 23,
      "speaker": "agent",
      "start_s": 48.8,
      "end_s": 50.8,
      "text_en": "How much 16 mm do you need then? 20 tons?",
      "text_native": "16 mm का कितना चाहिए फिर आपको? 20 टन?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 24,
      "speaker": "customer",
      "start_s": 50.8,
      "end_s": 52.5,
      "text_en": "We can take 20 tons of 16 mm.",
      "text_native": "16 mm का 20 टन ले सकते है।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 25,
      "speaker": "agent",
      "start_s": 52.8,
      "end_s": 56.5,
      "text_en": "Okay. I'll check because sir, only 16 mm is in stock, the rest 10 mm...",
      "text_native": "अच्छा। मैं चेक करती हूं क्योंकि सर 16 mm ही स्टॉक में है, बाकी 10 mm का..."
    },
    {
      "ucid": "21112178962496341",
      "idx": 26,
      "speaker": "customer",
      "start_s": 57.5,
      "end_s": 58.5,
      "text_en": "12, 16...",
      "text_native": "12, 16..."
    },
    {
      "ucid": "21112178962496341",
      "idx": 27,
      "speaker": "agent",
      "start_s": 58.5,
      "end_s": 1.1,
      "text_en": "12, 14 and 16, you need these three, right?",
      "text_native": "12, 14 और 16, ये ये तीन चाहिए ना आपको?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 28,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 29,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 4.5,
      "text_en": "Okay, okay. And sir, are you in manufacturing or trading?",
      "text_native": "ओके, ओके। और सर ये आप मैन्युफैक्चरिंग में हो, ट्रेडिंग में हो?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 30,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 6.2,
      "text_en": "No, I am in manufacturing.",
      "text_native": "नहीं, मैं मैन्युफैक्चरिंग में हूं।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 31,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 7.5,
      "text_en": "And what is your end application?",
      "text_native": "और क्या एंड एप्लीकेशन है आपका?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 32,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 9.8,
      "text_en": "We make fasteners, bolts in that. Fastener.",
      "text_native": "फास्टनर बनाते है, उसमें बोल्ट। फास्टनर।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 33,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 12.5,
      "text_en": "Okay. Okay sir, I will generate your inquiry for 16 mm.",
      "text_native": "अच्छा। ठीक है सर, मैं आपका इंक्वायरी जनरेट करती हूं 16 mm का।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 34,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 12.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 35,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 14.2,
      "text_en": "The rest is not in stock.",
      "text_native": "बाकी तो स्टॉक में नहीं है।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 36,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 15.5,
      "text_en": "What is the rate?",
      "text_native": "का रेट क्या है?"
    },
    {
      "ucid": "21112178962496341",
      "idx": 37,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 19.8,
      "text_en": "The rate, sir, will be known only after generating the inquiry. For this wire rod, the rate is not available directly.",
      "text_native": "रेट सर इंक्वायरी जनरेट करने के बाद ही रेट समझेगा। ये वायर रॉड का ऐसा रेट डायरेक्ट नहीं मिलता है ना।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 38,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.5,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 39,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 22.8,
      "text_en": "Okay. Okay, I will WhatsApp you, sir.",
      "text_native": "ओके। ठीक है, मैं आपको WhatsApp करती हूं सर।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 40,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 23.5,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 41,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 24.5,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    },
    {
      "ucid": "21112178962496341",
      "idx": 42,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 27.0,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962496341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, Anupreeti speaking from JSW One.",
      "comment": "Agent identified self and company, and used the customer's business name; the customer's direct response ('Yes, tell me.') served as implicit permission."
    },
    {
      "ucid": "21112178962496341",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I wanted to know if you have any requirement?",
      "comment": "This is a generic opening, not a supply or price hook as required by the script; the customer had to prompt the agent for product details."
    },
    {
      "ucid": "21112178962496341",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "And sir, are you in manufacturing or trading? ... And what is your end application?",
      "comment": "Agent only asked about manufacturing status and end application, missing 4 of the 6 required discovery questions (monthly tonnage, current suppliers, JSW share, payment terms)."
    },
    {
      "ucid": "21112178962496341",
      "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. The statement 'I supply directly from the plant' was used to justify a larger order size, not as a pitched benefit."
    },
    {
      "ucid": "21112178962496341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, right now I have 16 mm stock available. How many tons do you need?",
      "comment": "Agent successfully captured the grade (15B25), diameters (12, 14, 16), quantity (20 tons), and location (Rajkot), and confirmed stock availability for one item."
    },
    {
      "ucid": "21112178962496341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, I will WhatsApp you, sir.",
      "comment": "Agent committed to a clear next step (sending details via WhatsApp) which the customer accepted."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}