{
  "ucid": "21112178980289981",
  "call_date": "2026-09-19",
  "start_time": "2026-09-19 12:58:19",
  "end_time": "2026-09-19 13:00:32",
  "duration_sec": 133,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA983e8915397c5e25258c075b30c16080.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1322,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178980289981__DIA983e8915397c5e25258c075b30c16080.mp3",
  "audio_bytes": 360504,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 120.168,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Prakash Engineering?\n[3s] CUSTOMER: Yes.\n[4s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW One.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[7s] CUSTOMER: JSW One? Yes, tell me.   (JSW One? हां जी बताइए।)\n[8s] AGENT: Sir, you registered on our platform yesterday, this call is regarding that. We wanted to know, sir, what is the nature of your business and do you consume steel monthly?   (सर जी हमारे प्लेटफार्म पे कल आपने रजिस्टर किया था, उसी के रिगार्डिंग कॉल था आपकी। हमें जानना था सर आपका नेचर ऑफ बिजनेस क्या है और आप मंथली, आप स्टील में कंसम्पशन करते हैं?)\n[14s] CUSTOMER: Yes.   (हां।)\n[15s] AGENT: What material do you require, sir?   (क्या मटेरियल लगता है सर आपको?)\n[16s] CUSTOMER: SS 316 and 304 sheets are required. Then in structure we go   (SS 316 और 304 का शीट लगता है। फिर स्ट्रक्चर में जाते हैं)\n[19s] AGENT: SS 316 what, sorry?   (SS 316 क्या सॉरी?)\n[20s] CUSTOMER: 316 and 304.   (316 और 304.)\n[22s] AGENT: 304. Will you do one thing, sir? Later I will, I mean, share my number and email ID with you. Can you write it down and give it to me on that? Because what happens is, I can't exactly... yes okay, I will be able to enter it.   (304. एक काम करेंगे सर, बाद में मैं आपको मतलब अपना नंबर शेयर कर देता हूं और ईमेल आईडी भी, उसपे एक बार आप लिख के दे देंगे मुझे? क्योंकि क्या है मैं थोड़ा एक्जेक्टली... हां ठीक है, एंटर कर पाऊंगा।)\n[28s] AGENT: You mean, in what quantity is this required, sir?   (आपका मतलब ये कितने क्वांटिटी में रिक्वायर्ड रहता है सर?)\n[30s] CUSTOMER: Ours runs on a regular basis, nothing is fixed. Minimum four-five tons is like that, I mean.   (Regular basis पे चलता है हमारा, कुछ फिक्स नहीं रहता। मिनिमम चार-पांच टन तो ऐसे रहता है मतलब।)\n[34s] AGENT: Okay sir, very good. No issue. How it is for us, I mean, if there is an MOQ of five tons in the requirement, that's why I was asking.   (Okay सर, बहुत बढ़िया। कोई इशू नहीं। हमारा कैसा है, मतलब अगर पांच टन का रहता है MOQ रिक्वायर्ड में, इसलिए मैं पूछ रहा था।)\n[38s] CUSTOMER: Okay.\n[38s] AGENT: Okay, I will share my contact details with you. Are you currently purchasing this material from somewhere, sir?   (ठीक है, मैं आपको अपना शेयर कर दूंगा कांटेक्ट डिटेल्स। आप करेंटली परचेस कर रहे हैं सर कहीं से ये मटेरियल?)\n[41s] CUSTOMER: Yes, from purchasing, purchasing.   (हां, परचेसिंग, परचेसिंग से।)\n[42s] AGENT: Are you doing it from a local source or from some, I mean   (अभी लोकल से ही कर रहे हैं कि किसी मतलब)\n[44s] CUSTOMER: No, in Ahmedabad, someone, someone else is there, we have an authorized person for the last twenty years, they supply. But now, yes.   (नहीं, अहमदाबाद में किसी, किसी और है हमारे कोई ऑथराइज्ड पर्सन है लास्ट ट्वेंटी इयर्स से, वो सप्लाई करते हैं। पर अभी, हां।)\n[49s] AGENT: So, I mean, are you taking it in a particular brand? So, what we do is, we are JSW   (तो मतलब वो, मतलब कोई एक पर्टिकुलर ब्रांड में ले रहे हैं क्या आप जैसे? तो हम लोग जैसे क्या है, हम तो JSW)\n[52s] CUSTOMER: Yes, we are taking JSW from them only. Yes.   (हां, उनके पास से ही JSW ले रहे हैं। हां।)\n[54s] AGENT: Yes, so sir, it's okay, we will also supply you only JSW. No issue in that.   (हां, तो सर ठीक है, हम JSW में एक ही सप्लाई करेंगे आपको भी। कोई इशू नहीं उसमें।)\n[57s] AGENT: The first two transactions, sir, are advance with us, then we can also give you credit.   (पहला दो ट्रांजैक्शन सर एडवांस रहता है हमारे यहां, फिर हम भी आपको क्रेडिट दे पाएंगे।)\n[60s] CUSTOMER: No worries.\n[61s] AGENT: And sir, where will its delivery be, sir? Is it at your business address only?   (और सर इसकी डिलीवरी कहां रहेगी सर? आपके बिजनेस एड्रेस पे ही रहती है?)\n[63s] CUSTOMER: I have two locations. One factory is in Ahmedabad Kathwada and one is in Himatnagar. Two factories, I mean.   (मेरा दो लोकेशन है। एक अहमदाबाद काठवाड़ा में मेरा फैक्ट्री है और एक हिम्मतनगर में। दो फैक्ट्री है मतलब।)\n[68s] AGENT: Okay sir. Just once, WhatsApp me its location as well, so I can tell. I mean, I will put it in the delivery address.   (Okay सर। एक बार बस मुझे एक बार है ना उसका लोकेशन वो भी WhatsApp कर दीजिएगा, तो क्या है मैं बता दूंगा। मतलब डिलीवर, एड्रेस में डाल दूंगा उसके।)\n[72s] CUSTOMER: Yes, okay.   (हां, ठीक है।)\n[73s] CUSTOMER: Okay.   (ठीक है।)\n[74s] AGENT: Okay sir, okay. Thank you.   (ठीक है सर, okay. Thank you.)\n[76s] CUSTOMER: Thank you.   (Thank you जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's line, but it does not significantly impact 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer asks for a product we don't sell (like stainless steel), acknowledge it and pivot immediately to products we DO sell by asking about their needs for HR, CR, or structural steel.",
  "usp_relevance": "mismatched",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "SS 316 and 304 sheets",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered engineering company. The customer's primary stated need was for Stainless Steel (SS 316/304), a product not in the JSW One catalogue. The agent did not handle this correctly, failed to pivot to in-catalogue products, and the call ended without a clear next step or opportunity capture.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you registered on our platform yesterday, this call is regarding that.\", \"comment\": \"Agent correctly referenced the customer's registration in a warm, non-pushy opening.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Prakash Engineering?\", \"comment\": \"Agent verified company name and delivery location, but did not ask about the contact's role or cleanly capture contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"what is the nature of your business and do you consume steel monthly?\", \"comment\": \"Agent covered business type, quantity, and current brand, but missed deeper discovery on applications and reasons for exploring a new supplier.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any of the platform's benefits, such as transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified a need but failed to capture full specs for the valid product ('structure') and instead got sidetracked by the non-catalogue item (SS).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended vaguely with a 'thank you' and no confirmed next action like a quote, scheduled callback, or platform walkthrough.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"When a customer asks for a product we don't sell (like stainless steel), acknowledge it and pivot immediately to products we DO sell by asking about their needs for HR, CR, or structural steel.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"SS 316 and 304 sheets\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered engineering company. The customer's primary stated need was for Stainless Steel (SS 316/304), a product not in the JSW One catalogue. The agent did not handle this correctly, failed to pivot to in-catalogue products, and the call ended without a clear next step or opportunity capture.\"}",
  "error": null,
  "latency_ms": 46803,
  "input_tokens": 3964,
  "output_tokens": 787,
  "created_at": "2026-09-25 11:52:36",
  "sentiment": "positive",
  "sentiment_score": 0.664,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 1,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.645,
  "agent_talk_sec": 43.8,
  "customer_talk_sec": 24.1,
  "dead_air_sec": 65.1,
  "longest_monologue_sec": 8.0,
  "agent_wpm": 361.6,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 16,
  "discovery_qs": 11,
  "words_agent": 264,
  "words_customer": 104,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178980289981",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.29,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178980289981",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.68,
      "text_en": "Prakash Engineering?",
      "text_native": "Prakash Engineering?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.96,
      "end_s": 3.26,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178980289981",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.66,
      "end_s": 6.29,
      "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.89,
      "text_en": "JSW One? Yes, tell me.",
      "text_native": "JSW One? हां जी बताइए।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.09,
      "end_s": 13.89,
      "text_en": "Sir, you registered on our platform yesterday, this call is regarding that. We wanted to know, sir, what is the nature of your business and do you consume steel monthly?",
      "text_native": "सर जी हमारे प्लेटफार्म पे कल आपने रजिस्टर किया था, उसी के रिगार्डिंग कॉल था आपकी। हमें जानना था सर आपका नेचर ऑफ बिजनेस क्या है और आप मंथली, आप स्टील में कंसम्पशन करते हैं?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 14.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.85,
      "end_s": 15.85,
      "text_en": "What material do you require, sir?",
      "text_native": "क्या मटेरियल लगता है सर आपको?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.08,
      "end_s": 19.28,
      "text_en": "SS 316 and 304 sheets are required. Then in structure we go",
      "text_native": "SS 316 और 304 का शीट लगता है। फिर स्ट्रक्चर में जाते हैं"
    },
    {
      "ucid": "21112178980289981",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.28,
      "end_s": 20.08,
      "text_en": "SS 316 what, sorry?",
      "text_native": "SS 316 क्या सॉरी?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.29,
      "end_s": 21.29,
      "text_en": "316 and 304.",
      "text_native": "316 और 304."
    },
    {
      "ucid": "21112178980289981",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 27.5,
      "text_en": "304. Will you do one thing, sir? Later I will, I mean, share my number and email ID with you. Can you write it down and give it to me on that? Because what happens is, I can't exactly... yes okay, I will be able to enter it.",
      "text_native": "304. एक काम करेंगे सर, बाद में मैं आपको मतलब अपना नंबर शेयर कर देता हूं और ईमेल आईडी भी, उसपे एक बार आप लिख के दे देंगे मुझे? क्योंकि क्या है मैं थोड़ा एक्जेक्टली... हां ठीक है, एंटर कर पाऊंगा।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 29.5,
      "text_en": "You mean, in what quantity is this required, sir?",
      "text_native": "आपका मतलब ये कितने क्वांटिटी में रिक्वायर्ड रहता है सर?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 33.0,
      "text_en": "Ours runs on a regular basis, nothing is fixed. Minimum four-five tons is like that, I mean.",
      "text_native": "Regular basis पे चलता है हमारा, कुछ फिक्स नहीं रहता। मिनिमम चार-पांच टन तो ऐसे रहता है मतलब।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 37.5,
      "text_en": "Okay sir, very good. No issue. How it is for us, I mean, if there is an MOQ of five tons in the requirement, that's why I was asking.",
      "text_native": "Okay सर, बहुत बढ़िया। कोई इशू नहीं। हमारा कैसा है, मतलब अगर पांच टन का रहता है MOQ रिक्वायर्ड में, इसलिए मैं पूछ रहा था।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 15,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 38.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178980289981",
      "idx": 16,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 41.0,
      "text_en": "Okay, I will share my contact details with you. Are you currently purchasing this material from somewhere, sir?",
      "text_native": "ठीक है, मैं आपको अपना शेयर कर दूंगा कांटेक्ट डिटेल्स। आप करेंटली परचेस कर रहे हैं सर कहीं से ये मटेरियल?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 17,
      "speaker": "customer",
      "start_s": 41.2,
      "end_s": 42.2,
      "text_en": "Yes, from purchasing, purchasing.",
      "text_native": "हां, परचेसिंग, परचेसिंग से।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 18,
      "speaker": "agent",
      "start_s": 42.5,
      "end_s": 44.0,
      "text_en": "Are you doing it from a local source or from some, I mean",
      "text_native": "अभी लोकल से ही कर रहे हैं कि किसी मतलब"
    },
    {
      "ucid": "21112178980289981",
      "idx": 19,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 48.8,
      "text_en": "No, in Ahmedabad, someone, someone else is there, we have an authorized person for the last twenty years, they supply. But now, yes.",
      "text_native": "नहीं, अहमदाबाद में किसी, किसी और है हमारे कोई ऑथराइज्ड पर्सन है लास्ट ट्वेंटी इयर्स से, वो सप्लाई करते हैं। पर अभी, हां।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 20,
      "speaker": "agent",
      "start_s": 48.8,
      "end_s": 52.0,
      "text_en": "So, I mean, are you taking it in a particular brand? So, what we do is, we are JSW",
      "text_native": "तो मतलब वो, मतलब कोई एक पर्टिकुलर ब्रांड में ले रहे हैं क्या आप जैसे? तो हम लोग जैसे क्या है, हम तो JSW"
    },
    {
      "ucid": "21112178980289981",
      "idx": 21,
      "speaker": "customer",
      "start_s": 52.0,
      "end_s": 53.8,
      "text_en": "Yes, we are taking JSW from them only. Yes.",
      "text_native": "हां, उनके पास से ही JSW ले रहे हैं। हां।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 22,
      "speaker": "agent",
      "start_s": 53.8,
      "end_s": 56.2,
      "text_en": "Yes, so sir, it's okay, we will also supply you only JSW. No issue in that.",
      "text_native": "हां, तो सर ठीक है, हम JSW में एक ही सप्लाई करेंगे आपको भी। कोई इशू नहीं उसमें।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 23,
      "speaker": "agent",
      "start_s": 56.8,
      "end_s": 59.5,
      "text_en": "The first two transactions, sir, are advance with us, then we can also give you credit.",
      "text_native": "पहला दो ट्रांजैक्शन सर एडवांस रहता है हमारे यहां, फिर हम भी आपको क्रेडिट दे पाएंगे।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 24,
      "speaker": "customer",
      "start_s": 59.8,
      "end_s": 60.5,
      "text_en": "No worries.",
      "text_native": "No worries."
    },
    {
      "ucid": "21112178980289981",
      "idx": 25,
      "speaker": "agent",
      "start_s": 61.0,
      "end_s": 63.0,
      "text_en": "And sir, where will its delivery be, sir? Is it at your business address only?",
      "text_native": "और सर इसकी डिलीवरी कहां रहेगी सर? आपके बिजनेस एड्रेस पे ही रहती है?"
    },
    {
      "ucid": "21112178980289981",
      "idx": 26,
      "speaker": "customer",
      "start_s": 63.2,
      "end_s": 67.2,
      "text_en": "I have two locations. One factory is in Ahmedabad Kathwada and one is in Himatnagar. Two factories, I mean.",
      "text_native": "मेरा दो लोकेशन है। एक अहमदाबाद काठवाड़ा में मेरा फैक्ट्री है और एक हिम्मतनगर में। दो फैक्ट्री है मतलब।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 27,
      "speaker": "agent",
      "start_s": 67.5,
      "end_s": 72.0,
      "text_en": "Okay sir. Just once, WhatsApp me its location as well, so I can tell. I mean, I will put it in the delivery address.",
      "text_native": "Okay सर। एक बार बस मुझे एक बार है ना उसका लोकेशन वो भी WhatsApp कर दीजिएगा, तो क्या है मैं बता दूंगा। मतलब डिलीवर, एड्रेस में डाल दूंगा उसके।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 28,
      "speaker": "customer",
      "start_s": 72.2,
      "end_s": 72.8,
      "text_en": "Yes, okay.",
      "text_native": "हां, ठीक है।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 29,
      "speaker": "customer",
      "start_s": 73.2,
      "end_s": 73.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178980289981",
      "idx": 30,
      "speaker": "agent",
      "start_s": 73.8,
      "end_s": 75.2,
      "text_en": "Okay sir, okay. Thank you.",
      "text_native": "ठीक है सर, okay. Thank you."
    },
    {
      "ucid": "21112178980289981",
      "idx": 31,
      "speaker": "customer",
      "start_s": 75.5,
      "end_s": 76.2,
      "text_en": "Thank you.",
      "text_native": "Thank you जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178980289981",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, you registered on our platform yesterday, this call is regarding that.",
      "comment": "Agent correctly referenced the customer's registration in a warm, non-pushy opening."
    },
    {
      "ucid": "21112178980289981",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Prakash Engineering?",
      "comment": "Agent verified company name and delivery location, but did not ask about the contact's role or cleanly capture contact details."
    },
    {
      "ucid": "21112178980289981",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "what is the nature of your business and do you consume steel monthly?",
      "comment": "Agent covered business type, quantity, and current brand, but missed deeper discovery on applications and reasons for exploring a new supplier."
    },
    {
      "ucid": "21112178980289981",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain any of the platform's benefits, such as transparent pricing, test certificates, or stock availability."
    },
    {
      "ucid": "21112178980289981",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified a need but failed to capture full specs for the valid product ('structure') and instead got sidetracked by the non-catalogue item (SS)."
    },
    {
      "ucid": "21112178980289981",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended vaguely with a 'thank you' and no confirmed next action like a quote, scheduled callback, or platform walkthrough."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}