{ "ucid": "21112178972825431", "call_date": "2026-09-18", "start_time": "2026-09-18 16:14:14", "end_time": "2026-09-18 16:17:11", "duration_sec": 177, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7c911b069be9423a2b10f5f6d8b701b0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1384, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972825431__DIA7c911b069be9423a2b10f5f6d8b701b0.mp3", "audio_bytes": 457920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 152.64, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] AGENT: Yes sir, this is Kartik speaking from JSW One. (हांजी सर, कार्तिक ये बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Yes, tell me. (हां, बोलिए।)\n[7s] AGENT: Uh sir, in Power Modifiers, will you have any requirement for sheet metal right now? (अह सर, ये Power Modifiers में अभी कुछ requirement रहेगा अपना sheet metal में?)\n[10s] CUSTOMER: For CR sheet. (CR sheet का।)\n[11s] AGENT: For CR sheet, right? Okay sir. Which sizes sir? What thickness do you purchase? Thickness? (CR sheet का, राईट? ओके सर। Which sizes sir? कौनसे thickness आप purchase करते हो? Thickness?)\n[15s] CUSTOMER: 1.6, 2 mm.\n[16s] AGENT: 1.6 and 2?\n[17s] CUSTOMER: 2, 1.2.\n[18s] AGENT: Hmm hmm. Oh 1.6 and 1.2, okay. (हम्म हम्म। Oh 1.6 and 1.2, okay.)\n[20s] CUSTOMER: Yes. (हां।)\n[20s] AGENT: In sheets, 15 to 25. (Sheet में 15 to 25.)\n[22s] CUSTOMER: How much is this? (कितना ये?)\n[24s] AGENT: Hmm. Okay. Sir what what do you manufacture from these sheets? (हम्म। ओके। सर what what do you manufacture from these sheets?)\n[27s] CUSTOMER: Sheet metal fabrication work sir.\n[29s] AGENT: Oh, for fabrication use. Okay. So right now, whose are you taking, Tata, JSW? Or are you taking from local trading now? (अच्छा fabrication use के लिए। ओके। तो अभी मतलब किसका ये Tata JSW ले रहे हो? या local trading से ले रहे हो अभी?)\n[33s] CUSTOMER: We are using Tata right now. (Tata use कर रहे है अभी।)\n[34s] AGENT: Oh, you are using Tata right now. Okay, fine. (अच्छा अभी Tata use कर रहे हो। ओके, ठीक है।)\n[37s] AGENT: Uh okay sir, do one thing, whatever requirement you have right now, send it to me on WhatsApp once with the size and quantity. I have sent you a WhatsApp message. (अह ठीक है सर, आप एक काम करो ना, अभी जो requirement है आपको, वो size और quantity के साथ में एक बारी WhatsApp पे डालना मुझे। मैंने ना WhatsApp भेज दिया आपको।)\n[41s] CUSTOMER: Pricing?\n[42s] AGENT: Pricing sir, we give FOR. I will have to get the pricing once. You send me a size, then I will tell you the pricing. (Pricing सर, FOR देते है। एक बारी मुझे लेना पड़ेगा pricing ना। मैं आपको एक size डालो, मैं pricing बताता हूं फिर।)\n[46s] CUSTOMER: Yes? (हां?)\n[46s] AGENT: I said sir, send the sizes, I will tell you the pricing. By the way, today's price was 76,500. (मैंने कहा सर, sizes डाल दो, pricing मैं बता देता हूं। वैसे 76,500 का था आज का price.)\n[50s] CUSTOMER: 76?\n[50s] AGENT: Yes, yes. (हांजी हांजी।)\n[52s] CUSTOMER: Then not required sir. (तो not required sir.)\n[53s] CUSTOMER: We are taking it for 70, 72. (हम लोग ले रहे है ये 70, 72 को ले रहे है।)\n[55s] AGENT: 72?\n[56s] CUSTOMER: Yes. You are saying 76. (हां। आप बोल रहे है 76.)\n[57s] AGENT: Yes. (हां।)\n[58s] CUSTOMER: For 2 mm, we took it for 72.5. 72,000, 72.5. (2 mm का था 72.5 लिया है। 72,000, 72.5.)\n[62s] AGENT: How long ago, sir? (कितने टाइम पहले सर?)\n[63s] CUSTOMER: Yes? (हां?)\n[63s] AGENT: How long ago? When was the order? (कितने टाइम पहले? कब का order है?)\n[65s] CUSTOMER: Just took it one week ago. (अभी one week में लिया था।)\n[66s] AGENT: One week?\n[67s] CUSTOMER: Yes, took it one week ago. (हां, one week पहले लिया था।)\n[68s] AGENT: Oh, one week ago. (अच्छा, one week पहले।)\n[69s] CUSTOMER: We will order sir, 50 sheets minimum. (हम लोग order करेगा सर, 50 sheets minimum.)\n[71s] AGENT: Oh, minimum, right. (अच्छा minimum ना।)\n[73s] AGENT: For that, we'll have to see the pricing too, right. (उसके लिए तो देखते है pricing भी ना।)\n[75s] AGENT: Okay, okay. (ठीक है, ठीक है।)\n[76s] AGENT: Okay sir, you send the size once, I will tell you. You also take today's pricing from them once. (चलो सर, आप एक बारी size डालो, मैं बताता हूं। आप एक बारी आज का pricing भी लेना अपने उनसे।)\n[79s] CUSTOMER: What did you say? (क्या बोलिए?)\n[80s] AGENT: I said, please also take today's pricing, how much theirs is coming to today. The price has also increased in a week, right? (मैंने कहा जरा आज का pricing भी ले लेना कि आज का उनका कितना आ रहा है। एक हफ्ते से तो price भी बढ़ा है ना।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 46, "connected": 1, "audio_notes": "noisy: Background noise (clanging metal) on the customer's side, but speech is mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "46 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer gives a price objection, use it as a chance to explain our 'all-inclusive FOR pricing' USP instead of just defending the number. This reframes the conversation from cost to value.", "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 agent contacted a sheet metal fabricator who confirmed a requirement for CR sheets. The customer, who currently buys from Tata, immediately rejected the agent's quoted price of 76,500 as too high, stating their current price is 70-72k. The agent attempted to counter by suggesting market prices have risen, but the call ended without resolving the objection or establishing a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, this is Kartik speaking from JSW One.\", \"comment\": \"Agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, in Power Modifiers, will you have any requirement for sheet metal right now?\", \"comment\": \"Agent did not lead with a supply or price hook; instead, he went straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Sir what what do you manufacture from these sheets? ... So right now, whose are you taking, Tata, JSW?\", \"comment\": \"Agent successfully asked about what they manufacture, end application (fabrication), and current supplier, but missed monthly tonnage, JSW share, and payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs. When the price objection was raised, he did not use the 'all-inclusive delivered price' USP to reframe the value.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Which sizes sir? What thickness do you purchase? Thickness?\", \"comment\": \"Agent asked for thickness but did not capture the full requirement details (grade, width, quantity, location, delivery date) on the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, you send the size once, I will tell you.\", \"comment\": \"Agent asked the customer to send details via WhatsApp, but the customer did not agree or commit to this action, so no explicit next step was established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives a price objection, use it as a chance to explain our 'all-inclusive FOR pricing' USP instead of just defending the number. This reframes the conversation from cost to value.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Then not required sir. We are taking it for 70, 72.\", \"response\": \"How long ago? When was the order? ... The price has also increased in a week, right?\"}], \"call_summary\": \"The agent contacted a sheet metal fabricator who confirmed a requirement for CR sheets. The customer, who currently buys from Tata, immediately rejected the agent's quoted price of 76,500 as too high, stating their current price is 70-72k. The agent attempted to counter by suggesting market prices have risen, but the call ended without resolving the objection or establishing a firm next step.\"}", "error": null, "latency_ms": 28814, "input_tokens": 3997, "output_tokens": 927, "created_at": "2026-09-25 11:55:23", "sentiment": "neutral", "sentiment_score": -0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.691, "agent_talk_sec": 44.4, "customer_talk_sec": 19.9, "dead_air_sec": 112.7, "longest_monologue_sec": 6.0, "agent_wpm": 343.2, "interruptions": 0, "agent_turns": 25, "customer_turns": 21, "discovery_qs": 15, "words_agent": 254, "words_customer": 86, "monologue_heavy": 0, "turns": [ { "ucid": "21112178972825431", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.58, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178972825431", "idx": 1, "speaker": "agent", "start_s": 2.21, "end_s": 2.57, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178972825431", "idx": 2, "speaker": "agent", "start_s": 3.23, "end_s": 5.4, "text_en": "Yes sir, this is Kartik speaking from JSW One.", "text_native": "हांजी सर, कार्तिक ये बात कर रहा था JSW One से।" }, { "ucid": "21112178972825431", "idx": 3, "speaker": "customer", "start_s": 6.0, "end_s": 6.46, "text_en": "Yes, tell me.", "text_native": "हां, बोलिए।" }, { "ucid": "21112178972825431", "idx": 4, "speaker": "agent", "start_s": 6.7, "end_s": 9.6, "text_en": "Uh sir, in Power Modifiers, will you have any requirement for sheet metal right now?", "text_native": "अह सर, ये Power Modifiers में अभी कुछ requirement रहेगा अपना sheet metal में?" }, { "ucid": "21112178972825431", "idx": 5, "speaker": "customer", "start_s": 10.0, "end_s": 10.6, "text_en": "For CR sheet.", "text_native": "CR sheet का।" }, { "ucid": "21112178972825431", "idx": 6, "speaker": "agent", "start_s": 10.89, "end_s": 14.29, "text_en": "For CR sheet, right? Okay sir. Which sizes sir? What thickness do you purchase? Thickness?", "text_native": "CR sheet का, राईट? ओके सर। Which sizes sir? कौनसे thickness आप purchase करते हो? Thickness?" }, { "ucid": "21112178972825431", "idx": 7, "speaker": "customer", "start_s": 14.67, "end_s": 15.6, "text_en": "1.6, 2 mm.", "text_native": "1.6, 2 mm." }, { "ucid": "21112178972825431", "idx": 8, "speaker": "agent", "start_s": 16.0, "end_s": 16.7, "text_en": "1.6 and 2?", "text_native": "1.6 and 2?" }, { "ucid": "21112178972825431", "idx": 9, "speaker": "customer", "start_s": 16.98, "end_s": 17.6, "text_en": "2, 1.2.", "text_native": "2, 1.2." }, { "ucid": "21112178972825431", "idx": 10, "speaker": "agent", "start_s": 18.28, "end_s": 19.7, "text_en": "Hmm hmm. Oh 1.6 and 1.2, okay.", "text_native": "हम्म हम्म। Oh 1.6 and 1.2, okay." }, { "ucid": "21112178972825431", "idx": 11, "speaker": "customer", "start_s": 19.7, "end_s": 20.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178972825431", "idx": 12, "speaker": "agent", "start_s": 20.2, "end_s": 21.3, "text_en": "In sheets, 15 to 25.", "text_native": "Sheet में 15 to 25." }, { "ucid": "21112178972825431", "idx": 13, "speaker": "customer", "start_s": 22.5, "end_s": 23.0, "text_en": "How much is this?", "text_native": "कितना ये?" }, { "ucid": "21112178972825431", "idx": 14, "speaker": "agent", "start_s": 23.5, "end_s": 26.5, "text_en": "Hmm. Okay. Sir what what do you manufacture from these sheets?", "text_native": "हम्म। ओके। सर what what do you manufacture from these sheets?" }, { "ucid": "21112178972825431", "idx": 15, "speaker": "customer", "start_s": 27.2, "end_s": 28.7, "text_en": "Sheet metal fabrication work sir.", "text_native": "Sheet metal fabrication work sir." }, { "ucid": "21112178972825431", "idx": 16, "speaker": "agent", "start_s": 28.9, "end_s": 32.8, "text_en": "Oh, for fabrication use. Okay. So right now, whose are you taking, Tata, JSW? Or are you taking from local trading now?", "text_native": "अच्छा fabrication use के लिए। ओके। तो अभी मतलब किसका ये Tata JSW ले रहे हो? या local trading से ले रहे हो अभी?" }, { "ucid": "21112178972825431", "idx": 17, "speaker": "customer", "start_s": 33.0, "end_s": 34.2, "text_en": "We are using Tata right now.", "text_native": "Tata use कर रहे है अभी।" }, { "ucid": "21112178972825431", "idx": 18, "speaker": "agent", "start_s": 34.5, "end_s": 36.0, "text_en": "Oh, you are using Tata right now. Okay, fine.", "text_native": "अच्छा अभी Tata use कर रहे हो। ओके, ठीक है।" }, { "ucid": "21112178972825431", "idx": 19, "speaker": "agent", "start_s": 36.7, "end_s": 41.2, "text_en": "Uh okay sir, do one thing, whatever requirement you have right now, send it to me on WhatsApp once with the size and quantity. I have sent you a WhatsApp message.", "text_native": "अह ठीक है सर, आप एक काम करो ना, अभी जो requirement है आपको, वो size और quantity के साथ में एक बारी WhatsApp पे डालना मुझे। मैंने ना WhatsApp भेज दिया आपको।" }, { "ucid": "21112178972825431", "idx": 20, "speaker": "customer", "start_s": 41.2, "end_s": 41.8, "text_en": "Pricing?", "text_native": "Pricing?" }, { "ucid": "21112178972825431", "idx": 21, "speaker": "agent", "start_s": 42.0, "end_s": 45.2, "text_en": "Pricing sir, we give FOR. I will have to get the pricing once. You send me a size, then I will tell you the pricing.", "text_native": "Pricing सर, FOR देते है। एक बारी मुझे लेना पड़ेगा pricing ना। मैं आपको एक size डालो, मैं pricing बताता हूं फिर।" }, { "ucid": "21112178972825431", "idx": 22, "speaker": "customer", "start_s": 45.5, "end_s": 45.8, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178972825431", "idx": 23, "speaker": "agent", "start_s": 46.2, "end_s": 49.5, "text_en": "I said sir, send the sizes, I will tell you the pricing. By the way, today's price was 76,500.", "text_native": "मैंने कहा सर, sizes डाल दो, pricing मैं बता देता हूं। वैसे 76,500 का था आज का price." }, { "ucid": "21112178972825431", "idx": 24, "speaker": "customer", "start_s": 49.8, "end_s": 50.3, "text_en": "76?", "text_native": "76?" }, { "ucid": "21112178972825431", "idx": 25, "speaker": "agent", "start_s": 50.5, "end_s": 51.0, "text_en": "Yes, yes.", "text_native": "हांजी हांजी।" }, { "ucid": "21112178972825431", "idx": 26, "speaker": "customer", "start_s": 51.5, "end_s": 52.5, "text_en": "Then not required sir.", "text_native": "तो not required sir." }, { "ucid": "21112178972825431", "idx": 27, "speaker": "customer", "start_s": 53.0, "end_s": 54.8, "text_en": "We are taking it for 70, 72.", "text_native": "हम लोग ले रहे है ये 70, 72 को ले रहे है।" }, { "ucid": "21112178972825431", "idx": 28, "speaker": "agent", "start_s": 55.1, "end_s": 55.6, "text_en": "72?", "text_native": "72?" }, { "ucid": "21112178972825431", "idx": 29, "speaker": "customer", "start_s": 55.8, "end_s": 56.8, "text_en": "Yes. You are saying 76.", "text_native": "हां। आप बोल रहे है 76." }, { "ucid": "21112178972825431", "idx": 30, "speaker": "agent", "start_s": 56.8, "end_s": 57.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178972825431", "idx": 31, "speaker": "customer", "start_s": 58.0, "end_s": 61.2, "text_en": "For 2 mm, we took it for 72.5. 72,000, 72.5.", "text_native": "2 mm का था 72.5 लिया है। 72,000, 72.5." }, { "ucid": "21112178972825431", "idx": 32, "speaker": "agent", "start_s": 61.6, "end_s": 62.4, "text_en": "How long ago, sir?", "text_native": "कितने टाइम पहले सर?" }, { "ucid": "21112178972825431", "idx": 33, "speaker": "customer", "start_s": 62.6, "end_s": 62.9, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178972825431", "idx": 34, "speaker": "agent", "start_s": 63.2, "end_s": 64.2, "text_en": "How long ago? When was the order?", "text_native": "कितने टाइम पहले? कब का order है?" }, { "ucid": "21112178972825431", "idx": 35, "speaker": "customer", "start_s": 64.6, "end_s": 65.8, "text_en": "Just took it one week ago.", "text_native": "अभी one week में लिया था।" }, { "ucid": "21112178972825431", "idx": 36, "speaker": "agent", "start_s": 66.0, "end_s": 66.5, "text_en": "One week?", "text_native": "One week?" }, { "ucid": "21112178972825431", "idx": 37, "speaker": "customer", "start_s": 66.8, "end_s": 67.8, "text_en": "Yes, took it one week ago.", "text_native": "हां, one week पहले लिया था।" }, { "ucid": "21112178972825431", "idx": 38, "speaker": "agent", "start_s": 68.1, "end_s": 68.9, "text_en": "Oh, one week ago.", "text_native": "अच्छा, one week पहले।" }, { "ucid": "21112178972825431", "idx": 39, "speaker": "customer", "start_s": 69.0, "end_s": 71.0, "text_en": "We will order sir, 50 sheets minimum.", "text_native": "हम लोग order करेगा सर, 50 sheets minimum." }, { "ucid": "21112178972825431", "idx": 40, "speaker": "agent", "start_s": 71.3, "end_s": 72.0, "text_en": "Oh, minimum, right.", "text_native": "अच्छा minimum ना।" }, { "ucid": "21112178972825431", "idx": 41, "speaker": "agent", "start_s": 72.8, "end_s": 74.0, "text_en": "For that, we'll have to see the pricing too, right.", "text_native": "उसके लिए तो देखते है pricing भी ना।" }, { "ucid": "21112178972825431", "idx": 42, "speaker": "agent", "start_s": 74.8, "end_s": 75.4, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" }, { "ucid": "21112178972825431", "idx": 43, "speaker": "agent", "start_s": 76.4, "end_s": 79.2, "text_en": "Okay sir, you send the size once, I will tell you. You also take today's pricing from them once.", "text_native": "चलो सर, आप एक बारी size डालो, मैं बताता हूं। आप एक बारी आज का pricing भी लेना अपने उनसे।" }, { "ucid": "21112178972825431", "idx": 44, "speaker": "customer", "start_s": 79.4, "end_s": 79.9, "text_en": "What did you say?", "text_native": "क्या बोलिए?" }, { "ucid": "21112178972825431", "idx": 45, "speaker": "agent", "start_s": 80.2, "end_s": 83.5, "text_en": "I said, please also take today's pricing, how much theirs is coming to today. The price has also increased in a week, right?", "text_native": "मैंने कहा जरा आज का pricing भी ले लेना कि आज का उनका कितना आ रहा है। एक हफ्ते से तो price भी बढ़ा है ना।" } ], "steps": [ { "ucid": "21112178972825431", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir, this is Kartik speaking from JSW One.", "comment": "Agent identified himself and the company but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178972825431", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, in Power Modifiers, will you have any requirement for sheet metal right now?", "comment": "Agent did not lead with a supply or price hook; instead, he went straight to asking for a requirement." }, { "ucid": "21112178972825431", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "Sir what what do you manufacture from these sheets? ... So right now, whose are you taking, Tata, JSW?", "comment": "Agent successfully asked about what they manufacture, end application (fabrication), and current supplier, but missed monthly tonnage, JSW share, and payment terms." }, { "ucid": "21112178972825431", "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. When the price objection was raised, he did not use the 'all-inclusive delivered price' USP to reframe the value." }, { "ucid": "21112178972825431", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Which sizes sir? What thickness do you purchase? Thickness?", "comment": "Agent asked for thickness but did not capture the full requirement details (grade, width, quantity, location, delivery date) on the call." }, { "ucid": "21112178972825431", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, you send the size once, I will tell you.", "comment": "Agent asked the customer to send details via WhatsApp, but the customer did not agree or commit to this action, so no explicit next step was established." } ], "objections": [ { "ucid": "21112178972825431", "obj_type": "price", "state": "mishandled", "evidence": "Then not required sir. We are taking it for 70, 72.", "response": "How long ago? When was the order? ... The price has also increased in a week, right?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }