{
  "ucid": "21112178972987291",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:41:12",
  "end_time": "2026-09-18 16:43:39",
  "duration_sec": 147,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Onboarded",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2ad7e87a19fbe0221e502ab773d2cfd8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1376,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972987291__DIA2ad7e87a19fbe0221e502ab773d2cfd8.mp3",
  "audio_bytes": 383184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 127.728,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello?   (हेलो?)\n[7s] AGENT: Uh, yeah sir, good evening. Kartik this side from JSW One.   (अह, या सर, गुड इवनिंग। कार्तिक दिस साइड फ्रॉम JSW One.)\n[10s] CUSTOMER: Hmm.   (हम्म।)\n[13s] AGENT: Hello?   (हेलो?)\n[14s] CUSTOMER: Hello, speak.   (हेलो, बोलिए।)\n[15s] AGENT: Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?   (हां सर, ये दंशिका स्टील फर्नीचर में अभी कुछ रिक्वायरमेंट रहेगा अपना शीट मेटल में?)\n[18s] CUSTOMER: Yes.   (हां जी।)\n[19s] AGENT: Okay sir, what all do you need?   (अच्छा सर, क्या क्या चीज चाहिए?)\n[21s] CUSTOMER: Sir, you call, but you don't call back, you ask for requirements, you ask everything.   (सर आप फोन लगाते हैं लेकिन कॉल बैक नहीं करते, रिक्वायरमेंट पूछते हैं, सब पूछते हैं।)\n[24s] AGENT: Yes?   (हां?)\n[25s] AGENT: Okay, okay. Sir, I will definitely call back. I will WhatsApp you from my personal number. You can call me anytime.   (अच्छा अच्छा। कॉल बैक सर बिलकुल करेंगे। मैं आपको WhatsApp कर देता हूं अपने पर्सनल नंबर से। फोन कर लेना आप कभी भी।)\n[30s] CUSTOMER: No sir, you people say the call is from JSW, you ask for requirements, when we call back, you don't pick up the call.   (नहीं सर, बोलते हैं आप लोग JSW से आता है कॉल, रिक्वायरमेंट पूछते हैं, जब रिटर्न लगाते हैं तो कॉल उठाते नहीं।)\n[36s] AGENT: Sir, I will definitely pick up your call. You tell me your requirement now, I will tell you the rate right now.   (सर कॉल बिलकुल उठाएंगे आपका। आपका अभी आप रिक्वायरमेंट बताइए, मैं अभी रेट बता देता हूं आपको।)\n[40s] CUSTOMER: When I talk to confirm the material requirement and rate, to place an order, I don't get a return call back from you.   (जब माल का रिक्वायरमेंट और रेट कन्फर्म करने के लिए, ऑर्डर डालने के लिए बात करता हूं तो रिटर्न कॉल बैक नहीं होता आपका।)\n[44s] AGENT: Okay, okay. Yes, yes, meaning on that telephonic number, it won't happen on that one. But you can call me on my personal number. I have sent a WhatsApp.   (अच्छा अच्छा। हां हां, मतलब उस वाले टेलीफोनिक नंबर पे, इसपे नहीं होगा। बट आप पर्सनल नंबर पे कर सकते हो मुझे कॉल। WhatsApp कर दिया मैंने।)\n[50s] CUSTOMER: Yes.   (हां जी।)\n[50s] AGENT: Yes, yes. By the way, sir, in JSW, today's rate is running at 76.   (हां जी, हां जी। वैसे अभी सर JSW में आज का रेट तो इतना 76 का चल रहा है।)\n[54s] CUSTOMER: Yes.   (हां जी।)\n[55s] AGENT: Yes sir. JSW's CR.   (हां जी सर। JSW का CR का।)\n[57s] CUSTOMER: For me, the rate will start from 30.   (मेरे को 30 से स्टार्ट होगा रेट अभी।)\n[59s] AGENT: It will start from 30?   (30 से स्टार्ट होगा?)\n[60s] CUSTOMER: Yes, it will start from 30.   (हां, 30 से स्टार्ट होगा।)\n[62s] AGENT: Point three, right?   (पॉइंट थ्री ना?)\n[63s] CUSTOMER: Yes, 030.   (हां, 030.)\n[64s] AGENT: Okay, okay, 030. Alright.   (अच्छा अच्छा, 030. ठीक है।)\n[66s] CUSTOMER: Yes.   (हां जी।)\n[66s] AGENT: How much, whatever material, you take CR only, right?   (कितना, जितना माल, CR ही लेते हो ना आप?)\n[68s] CUSTOMER: Yes, only CR. I will WhatsApp you.   (हां, CR ही। मैं आपको WhatsApp कर दूंगा।)\n[70s] AGENT: Okay, yes, yes, absolutely. You send the size once, I will tell you, sir. Okay?   (ठीक है, हां हां बिलकुल बिलकुल। आप साइज डालो एक बारी ना, मैं आपको बताता हूं सर। ठीक है?)\n[73s] CUSTOMER: If you respond, I will talk, otherwise I will not, sir. That's why I am saying.   (रिस्पॉन्स देते हो तो बात करूंगा, नहीं तो नहीं करूंगा सर। इसलिए बोल रहा हूं।)\n[76s] AGENT: No sir, absolutely, absolutely. I will give you the rate right now. Just share the sizes.   (नहीं सर, बिलकुल बिलकुल। आपको मैं अभी रेट दे दूंगा। आप साइजेस शेयर कर देना बस।)\n[79s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[80s] AGENT: Yes, yes.   (हां जी, हां जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "33 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You must follow the pitch structure by conducting discovery before offering a price, as this will help you understand the customer's needs and handle objections more effectively.",
  "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 furniture manufacturer, immediately raised a service complaint about previous unreturned calls from JSW. The agent attempted to resolve this by offering his personal number. The agent quoted a rate for CR steel, which the customer countered with a significantly lower price expectation. The call ended with the customer agreeing to send his specific requirements via WhatsApp for a formal quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, yeah sir, good evening. Kartik this side from JSW One. ... Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?\", \"comment\": \"Agent greeted, identified himself and JSW One, used the customer's company name, and asked for requirements, which serves as permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?\", \"comment\": \"Agent only established what the customer manufactures (which was already known) and failed to ask any other discovery questions about application, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs. He only stated a price without framing it as a benefit or connecting it to a discovered need.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"how much, whatever material, you take CR only, right?\", \"comment\": \"Agent only confirmed the material type (CR) and did not capture grade, width, quantity, or location for the requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You send the size once, I will tell you, sir. Okay?\", \"comment\": \"Agent established a clear next step for the customer to send sizes via WhatsApp, with a commitment from the agent to provide a rate.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure by conducting discovery before offering a price, as this will help you understand the customer's needs and handle objections more effectively.\", \"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\": \"previous_bad_service\", \"state\": \"handled\", \"evidence\": \"Sir, you call, but you don't call back, you ask for requirements, you ask everything.\", \"response\": \"Sir, I will definitely call back. I will WhatsApp you from my personal number. You can call me anytime.\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"For me, the rate will start from 30.\", \"response\": \"It will start from 30? ... Point three, right?\"}], \"call_summary\": \"The customer, a furniture manufacturer, immediately raised a service complaint about previous unreturned calls from JSW. The agent attempted to resolve this by offering his personal number. The agent quoted a rate for CR steel, which the customer countered with a significantly lower price expectation. The call ended with the customer agreeing to send his specific requirements via WhatsApp for a formal quote.\"}",
  "error": null,
  "latency_ms": 42432,
  "input_tokens": 3741,
  "output_tokens": 964,
  "created_at": "2026-09-25 11:55:12",
  "sentiment": "positive",
  "sentiment_score": 0.415,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 4,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.603,
  "agent_talk_sec": 35.4,
  "customer_talk_sec": 23.3,
  "dead_air_sec": 88.3,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 303.4,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 16,
  "discovery_qs": 8,
  "words_agent": 179,
  "words_customer": 111,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972987291",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.2,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 9.6,
      "text_en": "Uh, yeah sir, good evening. Kartik this side from JSW One.",
      "text_native": "अह, या सर, गुड इवनिंग। कार्तिक दिस साइड फ्रॉम JSW One."
    },
    {
      "ucid": "21112178972987291",
      "idx": 2,
      "speaker": "customer",
      "start_s": 10.2,
      "end_s": 10.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 3,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 13.3,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 4,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 14.8,
      "text_en": "Hello, speak.",
      "text_native": "हेलो, बोलिए।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 5,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 18.0,
      "text_en": "Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?",
      "text_native": "हां सर, ये दंशिका स्टील फर्नीचर में अभी कुछ रिक्वायरमेंट रहेगा अपना शीट मेटल में?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 6,
      "speaker": "customer",
      "start_s": 18.4,
      "end_s": 18.8,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 7,
      "speaker": "agent",
      "start_s": 19.2,
      "end_s": 20.2,
      "text_en": "Okay sir, what all do you need?",
      "text_native": "अच्छा सर, क्या क्या चीज चाहिए?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 23.8,
      "text_en": "Sir, you call, but you don't call back, you ask for requirements, you ask everything.",
      "text_native": "सर आप फोन लगाते हैं लेकिन कॉल बैक नहीं करते, रिक्वायरमेंट पूछते हैं, सब पूछते हैं।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 24.2,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 10,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 28.8,
      "text_en": "Okay, okay. Sir, I will definitely call back. I will WhatsApp you from my personal number. You can call me anytime.",
      "text_native": "अच्छा अच्छा। कॉल बैक सर बिलकुल करेंगे। मैं आपको WhatsApp कर देता हूं अपने पर्सनल नंबर से। फोन कर लेना आप कभी भी।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 11,
      "speaker": "customer",
      "start_s": 29.5,
      "end_s": 33.8,
      "text_en": "No sir, you people say the call is from JSW, you ask for requirements, when we call back, you don't pick up the call.",
      "text_native": "नहीं सर, बोलते हैं आप लोग JSW से आता है कॉल, रिक्वायरमेंट पूछते हैं, जब रिटर्न लगाते हैं तो कॉल उठाते नहीं।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 12,
      "speaker": "agent",
      "start_s": 35.5,
      "end_s": 39.4,
      "text_en": "Sir, I will definitely pick up your call. You tell me your requirement now, I will tell you the rate right now.",
      "text_native": "सर कॉल बिलकुल उठाएंगे आपका। आपका अभी आप रिक्वायरमेंट बताइए, मैं अभी रेट बता देता हूं आपको।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 13,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 44.2,
      "text_en": "When I talk to confirm the material requirement and rate, to place an order, I don't get a return call back from you.",
      "text_native": "जब माल का रिक्वायरमेंट और रेट कन्फर्म करने के लिए, ऑर्डर डालने के लिए बात करता हूं तो रिटर्न कॉल बैक नहीं होता आपका।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 14,
      "speaker": "agent",
      "start_s": 44.2,
      "end_s": 49.2,
      "text_en": "Okay, okay. Yes, yes, meaning on that telephonic number, it won't happen on that one. But you can call me on my personal number. I have sent a WhatsApp.",
      "text_native": "अच्छा अच्छा। हां हां, मतलब उस वाले टेलीफोनिक नंबर पे, इसपे नहीं होगा। बट आप पर्सनल नंबर पे कर सकते हो मुझे कॉल। WhatsApp कर दिया मैंने।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 15,
      "speaker": "customer",
      "start_s": 49.6,
      "end_s": 50.0,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 16,
      "speaker": "agent",
      "start_s": 50.4,
      "end_s": 53.8,
      "text_en": "Yes, yes. By the way, sir, in JSW, today's rate is running at 76.",
      "text_native": "हां जी, हां जी। वैसे अभी सर JSW में आज का रेट तो इतना 76 का चल रहा है।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 17,
      "speaker": "customer",
      "start_s": 54.4,
      "end_s": 54.8,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 18,
      "speaker": "agent",
      "start_s": 55.2,
      "end_s": 56.4,
      "text_en": "Yes sir. JSW's CR.",
      "text_native": "हां जी सर। JSW का CR का।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 19,
      "speaker": "customer",
      "start_s": 56.6,
      "end_s": 58.4,
      "text_en": "For me, the rate will start from 30.",
      "text_native": "मेरे को 30 से स्टार्ट होगा रेट अभी।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 20,
      "speaker": "agent",
      "start_s": 58.6,
      "end_s": 59.4,
      "text_en": "It will start from 30?",
      "text_native": "30 से स्टार्ट होगा?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 21,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 61.4,
      "text_en": "Yes, it will start from 30.",
      "text_native": "हां, 30 से स्टार्ट होगा।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 22,
      "speaker": "agent",
      "start_s": 61.5,
      "end_s": 62.2,
      "text_en": "Point three, right?",
      "text_native": "पॉइंट थ्री ना?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 23,
      "speaker": "customer",
      "start_s": 62.6,
      "end_s": 63.4,
      "text_en": "Yes, 030.",
      "text_native": "हां, 030."
    },
    {
      "ucid": "21112178972987291",
      "idx": 24,
      "speaker": "agent",
      "start_s": 63.8,
      "end_s": 65.0,
      "text_en": "Okay, okay, 030. Alright.",
      "text_native": "अच्छा अच्छा, 030. ठीक है।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 25,
      "speaker": "customer",
      "start_s": 65.6,
      "end_s": 65.9,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 26,
      "speaker": "agent",
      "start_s": 66.2,
      "end_s": 68.0,
      "text_en": "How much, whatever material, you take CR only, right?",
      "text_native": "कितना, जितना माल, CR ही लेते हो ना आप?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 27,
      "speaker": "customer",
      "start_s": 68.2,
      "end_s": 69.8,
      "text_en": "Yes, only CR. I will WhatsApp you.",
      "text_native": "हां, CR ही। मैं आपको WhatsApp कर दूंगा।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 28,
      "speaker": "agent",
      "start_s": 69.8,
      "end_s": 72.8,
      "text_en": "Okay, yes, yes, absolutely. You send the size once, I will tell you, sir. Okay?",
      "text_native": "ठीक है, हां हां बिलकुल बिलकुल। आप साइज डालो एक बारी ना, मैं आपको बताता हूं सर। ठीक है?"
    },
    {
      "ucid": "21112178972987291",
      "idx": 29,
      "speaker": "customer",
      "start_s": 73.2,
      "end_s": 76.0,
      "text_en": "If you respond, I will talk, otherwise I will not, sir. That's why I am saying.",
      "text_native": "रिस्पॉन्स देते हो तो बात करूंगा, नहीं तो नहीं करूंगा सर। इसलिए बोल रहा हूं।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 30,
      "speaker": "agent",
      "start_s": 76.0,
      "end_s": 78.8,
      "text_en": "No sir, absolutely, absolutely. I will give you the rate right now. Just share the sizes.",
      "text_native": "नहीं सर, बिलकुल बिलकुल। आपको मैं अभी रेट दे दूंगा। आप साइजेस शेयर कर देना बस।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 31,
      "speaker": "customer",
      "start_s": 79.2,
      "end_s": 79.8,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178972987291",
      "idx": 32,
      "speaker": "agent",
      "start_s": 80.2,
      "end_s": 80.8,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178972987291",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, yeah sir, good evening. Kartik this side from JSW One. ... Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?",
      "comment": "Agent greeted, identified himself and JSW One, used the customer's company name, and asked for requirements, which serves as permission to proceed."
    },
    {
      "ucid": "21112178972987291",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178972987291",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?",
      "comment": "Agent only established what the customer manufactures (which was already known) and failed to ask any other discovery questions about application, volume, or suppliers."
    },
    {
      "ucid": "21112178972987291",
      "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 stated a price without framing it as a benefit or connecting it to a discovered need."
    },
    {
      "ucid": "21112178972987291",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "how much, whatever material, you take CR only, right?",
      "comment": "Agent only confirmed the material type (CR) and did not capture grade, width, quantity, or location for the requirement."
    },
    {
      "ucid": "21112178972987291",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You send the size once, I will tell you, sir. Okay?",
      "comment": "Agent established a clear next step for the customer to send sizes via WhatsApp, with a commitment from the agent to provide a rate."
    }
  ],
  "objections": [
    {
      "ucid": "21112178972987291",
      "obj_type": "previous_bad_service",
      "state": "handled",
      "evidence": "Sir, you call, but you don't call back, you ask for requirements, you ask everything.",
      "response": "Sir, I will definitely call back. I will WhatsApp you from my personal number. You can call me anytime."
    },
    {
      "ucid": "21112178972987291",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "For me, the rate will start from 30.",
      "response": "It will start from 30? ... Point three, right?"
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}