{
  "ucid": "34972178962815211",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 12:25:52",
  "end_time": "2026-09-17 12:27:42",
  "duration_sec": 110,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1b191d73e1c96e2c54ddba8e48a0008b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1609,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962815211__DIA1b191d73e1c96e2c54ddba8e48a0008b.mp3",
  "audio_bytes": 293976,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 97.992,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (હેલો)\n[1s] AGENT: Hello   (હેલો)\n[2s] CUSTOMER: Hello hello   (હેલો હેલો)\n[2s] AGENT: Yes   (હા)\n[2s] CUSTOMER: Yes   (હા)\n[3s] AGENT: Hiren ji, hi, good afternoon. I am Ankit Mistry speaking from JSW Steel. How are you?   (હિરેનજી, હાય, ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું JSW સ્ટીલ માંથી. કેમ છો?)\n[6s] CUSTOMER: Great, I'm fine, I'm fine, tell me.   (સરસ, મજામાં, મજામાં, બોલો.)\n[8s] AGENT: Uh Hiren bhai, we spoke two months ago with regards to your business, Convis Technologies. Uh so are you currently looking for any requirement in HR or CR?   (અ હિરેનભાઈ, આપણે બે મહિના પહેલા આપણી વાત થઈ હતી વિથ રિગાર્ડ્સ ટુ યોર બિઝનેસ, કોન્વિસ ટેકનોલોજીસ. અ તો હાલમાં કઈ તમને રિક્વાયરમેન્ટ જોઈ રહ્યા છો HR કે CR માં?)\n[13s] CUSTOMER: Uh, we did talk.   (અ વાત તો થઈ તી.)\n[14s] AGENT: Hmm hmm.   (હં હં.)\n[14s] CUSTOMER: But for me, there was no change in the rate, you understand?   (પણ મારે એમાં રેટમાં કોઈ ફેરફાર નહોતો આવતો, સમજ્યા?)\n[16s] AGENT: Oh, okay. So there was a rate issue. Okay.   (અચ્છા, ઓકે. તો રેટનો ઇસ્યુ હતો. ઓકે.)\n[18s] CUSTOMER: Yes, it was a rate issue.   (હા, રેટ ઇસ્યુ હતો.)\n[19s] AGENT: Hmm hmm. Okay, okay.   (હં હં. ઓકે, ઓકે.)\n[20s] CUSTOMER: That's why we didn't proceed. What is the CR sheet rate now?   (એટલે આગળ નહિ વધ્યા. અત્યારે શું છે CR સીટ રેટ?)\n[21s] AGENT: Uh actually, right now I don't have CR stock because the pricing has increased a lot, you see, due to that there is a bit of a stock issue in it. But I can give you an idea of the pricing.   (અ એક્ચ્યુલી અત્યારે તો CR નો તો સ્ટોક જ નથી મારી પાસે બીકોઝ પ્રાઇઝિંગ બહુ ઇન્ક્રીઝ થઈ ગયા છે ને, તેના કારણે થોડાક એમાં સ્ટોક ઇસ્યુ છે. બટ તમને હું એક પ્રાઇઝિંગનો એક આઈડિયા આપી દઉં.)\n[28s] CUSTOMER: But suppose, if you consider 1 mm.   (પણ માની લો 1 mm પકડો તો.)\n[29s] CUSTOMER: Tell me for 1 mm, what is it?   (1 mm કહો તો મને શું છે?)\n[30s] AGENT: Yes, so its pricing for you should be something around 72, approx.   (હા, તો એનો તમારો પ્રાઇઝિંગ સમથિંગ અરાઉન્ડ 72 આસપાસ જેવું આવવું જોઈએ, એપ્રોક્સ.)\n[34s] CUSTOMER: That's the big problem, sir. I get three months' credit here for 74.   (એ જ સર મોટો પ્રોબ્લેમ છે. 74 માં તો મને અહીંયા ત્રણ મહિનાની ક્રેડિટ મળે છે.)\n[37s] AGENT: 72, 72.\n[38s] CUSTOMER: But sir, listen to the whole thing. In 74, it comes with 90 days credit.   (પણ મારે સર, મારે સાંભળો તો ખરા પૂરી વાત. 74 માં 90 ડેઝ ક્રેડિટમાં આવે છે.)\n[41s] AGENT: Oh, with 90 days credit.   (અચ્છા, 90 ડેઝ ક્રેડિટમાં.)\n[42s] CUSTOMER: So why should we take it in 72 in cash? That's the problem.   (તો આપણે 72 માં કેસમાં કેમ લેવું? એ જ પ્રોબ્લેમ છે.)\n[44s] AGENT: No, okay. And which make are you getting for this 74?   (ના, અચ્છા. અને કયું મેક તમને મળે છે આ 74 માં?)\n[46s] CUSTOMER: In 74, I don't know the make. Because we are not concerned with the make.   (74 માં મેક તો નહીં ખબર આપને. અમારે કારણ કે મેકથી મતલબ નથી.)\n[48s] AGENT: Oh, then I guess you must be getting MS. Okay.   (અચ્છા, તો તો પછી આઈ ગેસ MS કરતા તો તમને મળતું હશે. ઓકે.)\n[51s] AGENT: Uh, it's okay, no problem. So whenever it is available, I will update you at that time, okay?   (અ ઠીક છે, વાંધો નથી. તો જે સમયે હશે એ સમયે હું અપડેટ કરી દઉં છું, ઓકે?)\n[54s] CUSTOMER: Yes yes.   (હા હા.)\n[54s] AGENT: Yeah, thank you.   (યા, થેન્ક યુ.)\n[55s] CUSTOMER: Okay okay.   (ભલે ભલે.)\n[56s] AGENT: Okay okay.   (ભલે ભલે.)\n[56s] CUSTOMER: Okay.   (ઓકે.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: The conversation is heavily code-mixed, with English terms for business and steel trade used frequently within Gujarati sentences.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "33 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": "[\"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 objects on price and credit, don't just give up; use our USPs like TC quality and landed cost to build value against their unknown 'make' and justify our cash price.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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": "Agent stated 'right now I don't have CR stock because the pricing has increased a lot'.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent reconnected with a past lead who had a previous price issue. The customer asked for the current CR rate, and the agent stated it was out of stock but provided an indicative price. The customer rejected this, citing a competitor's offer that included 90-day credit. The agent did not counter the objection and ended the call with a vague promise to follow up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hiren ji, hi, good afternoon. I am Ankit Mistry speaking from JSW Steel. How are you?\", \"comment\": \"Agent greeted, introduced himself and the company, and used the customer's name, and the customer's positive response confirmed permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"are you currently looking for any requirement in HR or CR?\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening with a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"And which make are you getting for this 74?\", \"comment\": \"Agent only asked about the current brand/supplier and failed to ask about manufacturing, application, volume, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs to counter the customer's price/credit objection or build value.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"are you currently looking for any requirement in HR or CR?\", \"comment\": \"Although the agent asked about a requirement, he did not capture any specific details like grade, width, quantity, or location when the customer asked for a price.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So whenever it is available, I will update you at that time, okay?\", \"comment\": \"The closure was a vague promise to 'update' rather than a committed next step with a specific date or action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer objects on price and credit, don't just give up; use our USPs like TC quality and landed cost to build value against their unknown 'make' and justify our cash price.\", \"segment_detected\": \"unknown\", \"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\": \"Agent stated 'right now I don't have CR stock because the pricing has increased a lot'.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"That's the big problem, sir. I get three months' credit here for 74.\", \"response\": \"No, okay. And which make are you getting for this 74?\"}], \"call_summary\": \"The agent reconnected with a past lead who had a previous price issue. The customer asked for the current CR rate, and the agent stated it was out of stock but provided an indicative price. The customer rejected this, citing a competitor's offer that included 90-day credit. The agent did not counter the objection and ended the call with a vague promise to follow up.\"}",
  "error": null,
  "latency_ms": 31963,
  "input_tokens": 3873,
  "output_tokens": 919,
  "created_at": "2026-09-25 12:04:55",
  "sentiment": "negative",
  "sentiment_score": -0.18,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 11,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.577,
  "agent_talk_sec": 32.3,
  "customer_talk_sec": 23.7,
  "dead_air_sec": 54.0,
  "longest_monologue_sec": 6.5,
  "agent_wpm": 306.5,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 17,
  "discovery_qs": 4,
  "words_agent": 165,
  "words_customer": 121,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178962815211",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.81,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178962815211",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.25,
      "end_s": 1.6,
      "text_en": "Hello",
      "text_native": "હેલો"
    },
    {
      "ucid": "34972178962815211",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.6,
      "end_s": 2.1,
      "text_en": "Hello hello",
      "text_native": "હેલો હેલો"
    },
    {
      "ucid": "34972178962815211",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.4,
      "text_en": "Yes",
      "text_native": "હા"
    },
    {
      "ucid": "34972178962815211",
      "idx": 4,
      "speaker": "customer",
      "start_s": 2.4,
      "end_s": 2.67,
      "text_en": "Yes",
      "text_native": "હા"
    },
    {
      "ucid": "34972178962815211",
      "idx": 5,
      "speaker": "agent",
      "start_s": 2.67,
      "end_s": 6.0,
      "text_en": "Hiren ji, hi, good afternoon. I am Ankit Mistry speaking from JSW Steel. How are you?",
      "text_native": "હિરેનજી, હાય, ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું JSW સ્ટીલ માંથી. કેમ છો?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 7.54,
      "text_en": "Great, I'm fine, I'm fine, tell me.",
      "text_native": "સરસ, મજામાં, મજામાં, બોલો."
    },
    {
      "ucid": "34972178962815211",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.54,
      "end_s": 12.8,
      "text_en": "Uh Hiren bhai, we spoke two months ago with regards to your business, Convis Technologies. Uh so are you currently looking for any requirement in HR or CR?",
      "text_native": "અ હિરેનભાઈ, આપણે બે મહિના પહેલા આપણી વાત થઈ હતી વિથ રિગાર્ડ્સ ટુ યોર બિઝનેસ, કોન્વિસ ટેકનોલોજીસ. અ તો હાલમાં કઈ તમને રિક્વાયરમેન્ટ જોઈ રહ્યા છો HR કે CR માં?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 13.83,
      "text_en": "Uh, we did talk.",
      "text_native": "અ વાત તો થઈ તી."
    },
    {
      "ucid": "34972178962815211",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 14.47,
      "text_en": "Hmm hmm.",
      "text_native": "હં હં."
    },
    {
      "ucid": "34972178962815211",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.47,
      "end_s": 16.5,
      "text_en": "But for me, there was no change in the rate, you understand?",
      "text_native": "પણ મારે એમાં રેટમાં કોઈ ફેરફાર નહોતો આવતો, સમજ્યા?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 18.2,
      "text_en": "Oh, okay. So there was a rate issue. Okay.",
      "text_native": "અચ્છા, ઓકે. તો રેટનો ઇસ્યુ હતો. ઓકે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 18.9,
      "text_en": "Yes, it was a rate issue.",
      "text_native": "હા, રેટ ઇસ્યુ હતો."
    },
    {
      "ucid": "34972178962815211",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 19.6,
      "text_en": "Hmm hmm. Okay, okay.",
      "text_native": "હં હં. ઓકે, ઓકે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 14,
      "speaker": "customer",
      "start_s": 19.6,
      "end_s": 21.3,
      "text_en": "That's why we didn't proceed. What is the CR sheet rate now?",
      "text_native": "એટલે આગળ નહિ વધ્યા. અત્યારે શું છે CR સીટ રેટ?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 15,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 27.8,
      "text_en": "Uh actually, right now I don't have CR stock because the pricing has increased a lot, you see, due to that there is a bit of a stock issue in it. But I can give you an idea of the pricing.",
      "text_native": "અ એક્ચ્યુલી અત્યારે તો CR નો તો સ્ટોક જ નથી મારી પાસે બીકોઝ પ્રાઇઝિંગ બહુ ઇન્ક્રીઝ થઈ ગયા છે ને, તેના કારણે થોડાક એમાં સ્ટોક ઇસ્યુ છે. બટ તમને હું એક પ્રાઇઝિંગનો એક આઈડિયા આપી દઉં."
    },
    {
      "ucid": "34972178962815211",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 29.0,
      "text_en": "But suppose, if you consider 1 mm.",
      "text_native": "પણ માની લો 1 mm પકડો તો."
    },
    {
      "ucid": "34972178962815211",
      "idx": 17,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 30.0,
      "text_en": "Tell me for 1 mm, what is it?",
      "text_native": "1 mm કહો તો મને શું છે?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 33.5,
      "text_en": "Yes, so its pricing for you should be something around 72, approx.",
      "text_native": "હા, તો એનો તમારો પ્રાઇઝિંગ સમથિંગ અરાઉન્ડ 72 આસપાસ જેવું આવવું જોઈએ, એપ્રોક્સ."
    },
    {
      "ucid": "34972178962815211",
      "idx": 19,
      "speaker": "customer",
      "start_s": 33.5,
      "end_s": 36.8,
      "text_en": "That's the big problem, sir. I get three months' credit here for 74.",
      "text_native": "એ જ સર મોટો પ્રોબ્લેમ છે. 74 માં તો મને અહીંયા ત્રણ મહિનાની ક્રેડિટ મળે છે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 20,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 37.8,
      "text_en": "72, 72.",
      "text_native": "72, 72."
    },
    {
      "ucid": "34972178962815211",
      "idx": 21,
      "speaker": "customer",
      "start_s": 37.8,
      "end_s": 40.8,
      "text_en": "But sir, listen to the whole thing. In 74, it comes with 90 days credit.",
      "text_native": "પણ મારે સર, મારે સાંભળો તો ખરા પૂરી વાત. 74 માં 90 ડેઝ ક્રેડિટમાં આવે છે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 22,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 41.8,
      "text_en": "Oh, with 90 days credit.",
      "text_native": "અચ્છા, 90 ડેઝ ક્રેડિટમાં."
    },
    {
      "ucid": "34972178962815211",
      "idx": 23,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 43.8,
      "text_en": "So why should we take it in 72 in cash? That's the problem.",
      "text_native": "તો આપણે 72 માં કેસમાં કેમ લેવું? એ જ પ્રોબ્લેમ છે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 24,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 45.8,
      "text_en": "No, okay. And which make are you getting for this 74?",
      "text_native": "ના, અચ્છા. અને કયું મેક તમને મળે છે આ 74 માં?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 25,
      "speaker": "customer",
      "start_s": 45.8,
      "end_s": 48.5,
      "text_en": "In 74, I don't know the make. Because we are not concerned with the make.",
      "text_native": "74 માં મેક તો નહીં ખબર આપને. અમારે કારણ કે મેકથી મતલબ નથી."
    },
    {
      "ucid": "34972178962815211",
      "idx": 26,
      "speaker": "agent",
      "start_s": 48.5,
      "end_s": 51.0,
      "text_en": "Oh, then I guess you must be getting MS. Okay.",
      "text_native": "અચ્છા, તો તો પછી આઈ ગેસ MS કરતા તો તમને મળતું હશે. ઓકે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 27,
      "speaker": "agent",
      "start_s": 51.0,
      "end_s": 53.8,
      "text_en": "Uh, it's okay, no problem. So whenever it is available, I will update you at that time, okay?",
      "text_native": "અ ઠીક છે, વાંધો નથી. તો જે સમયે હશે એ સમયે હું અપડેટ કરી દઉં છું, ઓકે?"
    },
    {
      "ucid": "34972178962815211",
      "idx": 28,
      "speaker": "customer",
      "start_s": 53.8,
      "end_s": 54.2,
      "text_en": "Yes yes.",
      "text_native": "હા હા."
    },
    {
      "ucid": "34972178962815211",
      "idx": 29,
      "speaker": "agent",
      "start_s": 54.2,
      "end_s": 54.8,
      "text_en": "Yeah, thank you.",
      "text_native": "યા, થેન્ક યુ."
    },
    {
      "ucid": "34972178962815211",
      "idx": 30,
      "speaker": "customer",
      "start_s": 54.8,
      "end_s": 56.0,
      "text_en": "Okay okay.",
      "text_native": "ભલે ભલે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 31,
      "speaker": "agent",
      "start_s": 56.0,
      "end_s": 56.5,
      "text_en": "Okay okay.",
      "text_native": "ભલે ભલે."
    },
    {
      "ucid": "34972178962815211",
      "idx": 32,
      "speaker": "customer",
      "start_s": 56.5,
      "end_s": 57.0,
      "text_en": "Okay.",
      "text_native": "ઓકે."
    }
  ],
  "steps": [
    {
      "ucid": "34972178962815211",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hiren ji, hi, good afternoon. I am Ankit Mistry speaking from JSW Steel. How are you?",
      "comment": "Agent greeted, introduced himself and the company, and used the customer's name, and the customer's positive response confirmed permission to speak."
    },
    {
      "ucid": "34972178962815211",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "are you currently looking for any requirement in HR or CR?",
      "comment": "Agent did not lead with a supply or price hook, instead opening with a generic requirement question."
    },
    {
      "ucid": "34972178962815211",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "And which make are you getting for this 74?",
      "comment": "Agent only asked about the current brand/supplier and failed to ask about manufacturing, application, volume, or payment terms."
    },
    {
      "ucid": "34972178962815211",
      "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 to counter the customer's price/credit objection or build value."
    },
    {
      "ucid": "34972178962815211",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "are you currently looking for any requirement in HR or CR?",
      "comment": "Although the agent asked about a requirement, he did not capture any specific details like grade, width, quantity, or location when the customer asked for a price."
    },
    {
      "ucid": "34972178962815211",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So whenever it is available, I will update you at that time, okay?",
      "comment": "The closure was a vague promise to 'update' rather than a committed next step with a specific date or action."
    }
  ],
  "objections": [
    {
      "ucid": "34972178962815211",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "That's the big problem, sir. I get three months' credit here for 74.",
      "response": "No, okay. And which make are you getting for this 74?"
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}