{
  "ucid": "34972178963883232",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 15:23:52",
  "end_time": "2026-09-17 15:26:29",
  "duration_sec": 157,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd7633010212b29c27a0a5875eb8f2c1d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1549,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963883232__DIAd7633010212b29c27a0a5875eb8f2c1d.mp3",
  "audio_bytes": 423360,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 141.12,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Speak.   (बोलो।)\n[3s] AGENT: Balaji Metal Works?   (बालाजी मेटल वर्क्स?)\n[4s] CUSTOMER: Yes yes, speak speak.   (हां हां, बोलो बोलो।)\n[5s] AGENT: Sir, I'm calling from JSW One.   (सर JSW One से बात कर रहा हूं।)\n[6s] CUSTOMER: One minute, one minute, one minute. Speak, sir.   (एक मिनट, एक मिनट, एक मिनट। बोलिए सर।)\n[8s] AGENT: Sir, is there any requirement for sheet metals?   (सर, कुछ requirement है sheet metals में?)\n[10s] CUSTOMER: Um, there is a regular requirement. And how it is for us now, is that with our existing vendors, it runs on credit.   (अं, रेगुलर का requirement तो रहता है। और हम लोग का अभी कैसा है, ये जो वेंडर है ना existing, उनके साथ credit पे चलता है।)\n[16s] AGENT: Hmm hmm. Okay.   (हम्म हम्म। अच्छा।)\n[17s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[18s] AGENT: Sir, you can get it on credit from our side as well, that's not an issue. The only concern from our side is that we require two transactions in advance, sir.   (सर credit पे तो हमारे यहां से भी मिल जाएगा, वो दिक्कत नहीं है। कंसर्न ये है खाली हमारा कि हमें दो transaction advance लगता है सर।)\n[22s] CUSTOMER: What sir?   (क्या सर?)\n[23s] AGENT: I said, credit gets approved from our side as well, sir. Yes yes yes. But how it is for us, is that we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir.   (मैंने बोला credit तो हमारे यहां से भी approve हो जाता है सर। हां हां हां। लेकिन अपने को कैसा है ना, दो transaction advance against proforma invoice लगता है। एक बार business history चालू हो जाती है तो अपन भी credit कर सकते हैं सर।)\n[30s] CUSTOMER: Okay, so the two relations that we will have, for two, however many tons...   (अच्छा, मतलब दो relation जो अपना रहेगा, दो कितना भी ton का...)\n[33s] AGENT: Yes. Ton doesn't matter, sir. The main thing we need to show is that the customer has transacted on the portal.   (हां। ton matter नहीं करता सर। खाली मेन क्या दिखाना होता है कि customer portal पे transact किया है।)\n[36s] CUSTOMER: Okay, okay. Hmm hmm.   (Okay, okay. हम्म हम्म।)\n[38s] AGENT: That's it, sir.   (बस सर।)\n[39s] CUSTOMER: Hmm. Okay sir. So I'll think about that. And how many tons, I mean, my material will be of different thicknesses, like there will be 1.5 mm and 2 mm. And there will be 3 mm too, but 3 mm will be very less. And 1.5 1.5 mm is usually more, like two tons, three tons, it will be like that.   (हम्म। ठीक है सर। तो उसके लिए मैं सोचता हूं। और ton कितना मतलब अगर मेरा कैसा अलग-अलग thickness का material रहेगा, जैसे कि 1.5 mm रहेगा और 2 mm रहेगा। और 3 mm भी रहेगा, पर 3 mm बहुत कम रहेगा। और 1.5 1.5 mm ज्यादा का रहता है, जैसे कि दो ton, तीन ton, वैसा रहेगा।)\n[50s] AGENT: No sir, no problem with that.   (नहीं सर, उसमें कोई दिक्कत नहीं।)\n[51s] CUSTOMER: Roughly this much, understand, around 10 tons will be needed every month. But I have another one, that material I need 25-30 tons of. But with that, that material won't be available with you. It will probably be an 8 mm HR sheet.   (मोटा मोटी इतना, समझो ना, हर महीने 10 एक ton चलेगा। पर दूसरा भी है मेरा, वो material मेरेको 25-30 ton लगता है। पर उसमें कैसा है, वो वाला material अपने पास, आपके पास नहीं मिलेगा। शायद 8 mm का HR में पाटा रहेगा।)\n[59s] AGENT: Okay, okay.   (अच्छा, okay.)\n[60s] CUSTOMER: Pickled, they call it pickled material, right?   (Pickler, pickler माल बोलते हैं ना?)\n[61s] AGENT: HRPO, pickled.\n[62s] CUSTOMER: Yes yes, yes yes, it will be that material.   (हां हां, हां हां, वो वाला material रहेगा।)\n[64s] AGENT: It will be available.   (मिल जाएगा ना।)\n[65s] CUSTOMER: Is that also available with you at JSW?   (वो भी अपने पास रहता है JSW में?)\n[66s] AGENT: We do deal in HRPO, sir.   (HRPO तो करते हैं ना सर।)\n[67s] CUSTOMER: So, in between, I had called and asked JSW, and they had refused me.   (तो मैंने पिछले बीच में फोन करके पूछा था JSW में, उन्होंने मेरेको मना किया गया था।)\n[70s] AGENT: Understood, sir. No, we do. I guess maybe someone told you something wrong or something like that happened.   (समझ गया सर। नहीं, करते हैं। I guess शायद किसी ने कुछ गलत बताया होगा या तो ऐसा कुछ होगा।)\n[73s] CUSTOMER: Correct. Okay sir, so whatever your number, whatever the requirement is, share that and   (बराबर। ठीक है सर, तो आपका जो भी नंबर, जो भी requirement रहेगा, वो share कीजिए और)\n[77s] AGENT: Yes yes, I'll do it right now. Absolutely.   (हां हां, मैं अभी कर देता हूं। बिल्कुल।)\n[78s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 turns, clean transcript (3% 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You let the customer lead the entire call; start with the supply-led hook to establish value and control the conversation before asking about requirements.",
  "usp_relevance": "matched",
  "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 manufacturing customer with regular requirements for CR and HRPO. The customer's primary concern was credit, which the agent handled by explaining JSW's policy of requiring two advance transactions. The customer expressed interest in both regular and HRPO material and asked the agent to share details, but the call ended without a firm quote or follow-up action being set.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I'm calling from JSW One.\", \"comment\": \"Agent identified self, company, and used customer name; customer gave explicit permission to speak after a brief pause, meeting the step's intent.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead opening directly with a question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Roughly this much, understand, around 10 tons will be needed every month.\", \"comment\": \"Agent did not ask discovery questions, but the customer volunteered information covering monthly tonnage, current suppliers, and payment terms (3/6).\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir.\", \"comment\": \"When the customer raised the topic of credit, the agent correctly pitched the relevant USP about JSW's credit policy.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked if a requirement exists but failed to capture specific details like grade, width, or location needed to generate a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague agreement to share contact details, not an explicit, committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You let the customer lead the entire call; start with the supply-led hook to establish value and control the conversation before asking about requirements.\", \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"with our existing vendors, it runs on credit.\", \"response\": \"credit gets approved from our side as well, sir... we require two transactions in advance against a proforma invoice.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"I had called and asked JSW, and they had refused me.\", \"response\": \"Understood, sir. No, we do. I guess maybe someone told you something wrong or something like that happened.\"}], \"call_summary\": \"The agent contacted a manufacturing customer with regular requirements for CR and HRPO. The customer's primary concern was credit, which the agent handled by explaining JSW's policy of requiring two advance transactions. The customer expressed interest in both regular and HRPO material and asked the agent to share details, but the call ended without a firm quote or follow-up action being set.\"}",
  "error": null,
  "latency_ms": 41655,
  "input_tokens": 3926,
  "output_tokens": 933,
  "created_at": "2026-09-25 12:02:38",
  "sentiment": "positive",
  "sentiment_score": 0.383,
  "sentiment_confidence": "high",
  "pos": 18,
  "neg": 1,
  "lex_hits": 17,
  "objection_phrases": "[\"send_price_will_think\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.392,
  "agent_talk_sec": 27.2,
  "customer_talk_sec": 42.1,
  "dead_air_sec": 87.7,
  "longest_monologue_sec": 6.6,
  "agent_wpm": 368.4,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 16,
  "discovery_qs": 2,
  "words_agent": 167,
  "words_customer": 219,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963883232",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.48,
      "end_s": 0.98,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178963883232",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.4,
      "end_s": 1.78,
      "text_en": "Speak.",
      "text_native": "बोलो।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 3.78,
      "text_en": "Balaji Metal Works?",
      "text_native": "बालाजी मेटल वर्क्स?"
    },
    {
      "ucid": "34972178963883232",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.88,
      "text_en": "Yes yes, speak speak.",
      "text_native": "हां हां, बोलो बोलो।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 6.3,
      "text_en": "Sir, I'm calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.3,
      "end_s": 7.98,
      "text_en": "One minute, one minute, one minute. Speak, sir.",
      "text_native": "एक मिनट, एक मिनट, एक मिनट। बोलिए सर।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.28,
      "end_s": 9.8,
      "text_en": "Sir, is there any requirement for sheet metals?",
      "text_native": "सर, कुछ requirement है sheet metals में?"
    },
    {
      "ucid": "34972178963883232",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 15.2,
      "text_en": "Um, there is a regular requirement. And how it is for us now, is that with our existing vendors, it runs on credit.",
      "text_native": "अं, रेगुलर का requirement तो रहता है। और हम लोग का अभी कैसा है, ये जो वेंडर है ना existing, उनके साथ credit पे चलता है।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.6,
      "end_s": 16.2,
      "text_en": "Hmm hmm. Okay.",
      "text_native": "हम्म हम्म। अच्छा।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 17.2,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.7,
      "end_s": 22.0,
      "text_en": "Sir, you can get it on credit from our side as well, that's not an issue. The only concern from our side is that we require two transactions in advance, sir.",
      "text_native": "सर credit पे तो हमारे यहां से भी मिल जाएगा, वो दिक्कत नहीं है। कंसर्न ये है खाली हमारा कि हमें दो transaction advance लगता है सर।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.1,
      "end_s": 22.5,
      "text_en": "What sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "34972178963883232",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 29.8,
      "text_en": "I said, credit gets approved from our side as well, sir. Yes yes yes. But how it is for us, is that we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir.",
      "text_native": "मैंने बोला credit तो हमारे यहां से भी approve हो जाता है सर। हां हां हां। लेकिन अपने को कैसा है ना, दो transaction advance against proforma invoice लगता है। एक बार business history चालू हो जाती है तो अपन भी credit कर सकते हैं सर।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 13,
      "speaker": "customer",
      "start_s": 30.1,
      "end_s": 32.6,
      "text_en": "Okay, so the two relations that we will have, for two, however many tons...",
      "text_native": "अच्छा, मतलब दो relation जो अपना रहेगा, दो कितना भी ton का..."
    },
    {
      "ucid": "34972178963883232",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.6,
      "end_s": 35.8,
      "text_en": "Yes. Ton doesn't matter, sir. The main thing we need to show is that the customer has transacted on the portal.",
      "text_native": "हां। ton matter नहीं करता सर। खाली मेन क्या दिखाना होता है कि customer portal पे transact किया है।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 15,
      "speaker": "customer",
      "start_s": 36.1,
      "end_s": 37.5,
      "text_en": "Okay, okay. Hmm hmm.",
      "text_native": "Okay, okay. हम्म हम्म।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 16,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 38.3,
      "text_en": "That's it, sir.",
      "text_native": "बस सर।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 17,
      "speaker": "customer",
      "start_s": 39.1,
      "end_s": 49.8,
      "text_en": "Hmm. Okay sir. So I'll think about that. And how many tons, I mean, my material will be of different thicknesses, like there will be 1.5 mm and 2 mm. And there will be 3 mm too, but 3 mm will be very less. And 1.5 1.5 mm is usually more, like two tons, three tons, it will be like that.",
      "text_native": "हम्म। ठीक है सर। तो उसके लिए मैं सोचता हूं। और ton कितना मतलब अगर मेरा कैसा अलग-अलग thickness का material रहेगा, जैसे कि 1.5 mm रहेगा और 2 mm रहेगा। और 3 mm भी रहेगा, पर 3 mm बहुत कम रहेगा। और 1.5 1.5 mm ज्यादा का रहता है, जैसे कि दो ton, तीन ton, वैसा रहेगा।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 18,
      "speaker": "agent",
      "start_s": 49.8,
      "end_s": 50.8,
      "text_en": "No sir, no problem with that.",
      "text_native": "नहीं सर, उसमें कोई दिक्कत नहीं।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 19,
      "speaker": "customer",
      "start_s": 50.8,
      "end_s": 58.8,
      "text_en": "Roughly this much, understand, around 10 tons will be needed every month. But I have another one, that material I need 25-30 tons of. But with that, that material won't be available with you. It will probably be an 8 mm HR sheet.",
      "text_native": "मोटा मोटी इतना, समझो ना, हर महीने 10 एक ton चलेगा। पर दूसरा भी है मेरा, वो material मेरेको 25-30 ton लगता है। पर उसमें कैसा है, वो वाला material अपने पास, आपके पास नहीं मिलेगा। शायद 8 mm का HR में पाटा रहेगा।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 20,
      "speaker": "agent",
      "start_s": 59.1,
      "end_s": 59.7,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा, okay."
    },
    {
      "ucid": "34972178963883232",
      "idx": 21,
      "speaker": "customer",
      "start_s": 60.0,
      "end_s": 61.1,
      "text_en": "Pickled, they call it pickled material, right?",
      "text_native": "Pickler, pickler माल बोलते हैं ना?"
    },
    {
      "ucid": "34972178963883232",
      "idx": 22,
      "speaker": "agent",
      "start_s": 61.4,
      "end_s": 62.1,
      "text_en": "HRPO, pickled.",
      "text_native": "HRPO, pickled."
    },
    {
      "ucid": "34972178963883232",
      "idx": 23,
      "speaker": "customer",
      "start_s": 62.3,
      "end_s": 63.8,
      "text_en": "Yes yes, yes yes, it will be that material.",
      "text_native": "हां हां, हां हां, वो वाला material रहेगा।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 24,
      "speaker": "agent",
      "start_s": 64.1,
      "end_s": 64.7,
      "text_en": "It will be available.",
      "text_native": "मिल जाएगा ना।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 25,
      "speaker": "customer",
      "start_s": 64.9,
      "end_s": 65.9,
      "text_en": "Is that also available with you at JSW?",
      "text_native": "वो भी अपने पास रहता है JSW में?"
    },
    {
      "ucid": "34972178963883232",
      "idx": 26,
      "speaker": "agent",
      "start_s": 66.0,
      "end_s": 66.9,
      "text_en": "We do deal in HRPO, sir.",
      "text_native": "HRPO तो करते हैं ना सर।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 27,
      "speaker": "customer",
      "start_s": 67.1,
      "end_s": 69.8,
      "text_en": "So, in between, I had called and asked JSW, and they had refused me.",
      "text_native": "तो मैंने पिछले बीच में फोन करके पूछा था JSW में, उन्होंने मेरेको मना किया गया था।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 28,
      "speaker": "agent",
      "start_s": 70.3,
      "end_s": 72.9,
      "text_en": "Understood, sir. No, we do. I guess maybe someone told you something wrong or something like that happened.",
      "text_native": "समझ गया सर। नहीं, करते हैं। I guess शायद किसी ने कुछ गलत बताया होगा या तो ऐसा कुछ होगा।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 29,
      "speaker": "customer",
      "start_s": 73.4,
      "end_s": 76.8,
      "text_en": "Correct. Okay sir, so whatever your number, whatever the requirement is, share that and",
      "text_native": "बराबर। ठीक है सर, तो आपका जो भी नंबर, जो भी requirement रहेगा, वो share कीजिए और"
    },
    {
      "ucid": "34972178963883232",
      "idx": 30,
      "speaker": "agent",
      "start_s": 76.8,
      "end_s": 78.1,
      "text_en": "Yes yes, I'll do it right now. Absolutely.",
      "text_native": "हां हां, मैं अभी कर देता हूं। बिल्कुल।"
    },
    {
      "ucid": "34972178963883232",
      "idx": 31,
      "speaker": "customer",
      "start_s": 78.1,
      "end_s": 79.1,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "34972178963883232",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I'm calling from JSW One.",
      "comment": "Agent identified self, company, and used customer name; customer gave explicit permission to speak after a brief pause, meeting the step's intent."
    },
    {
      "ucid": "34972178963883232",
      "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 deliver a supply or price hook, instead opening directly with a question about requirements."
    },
    {
      "ucid": "34972178963883232",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "Roughly this much, understand, around 10 tons will be needed every month.",
      "comment": "Agent did not ask discovery questions, but the customer volunteered information covering monthly tonnage, current suppliers, and payment terms (3/6)."
    },
    {
      "ucid": "34972178963883232",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir.",
      "comment": "When the customer raised the topic of credit, the agent correctly pitched the relevant USP about JSW's credit policy."
    },
    {
      "ucid": "34972178963883232",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked if a requirement exists but failed to capture specific details like grade, width, or location needed to generate a quote."
    },
    {
      "ucid": "34972178963883232",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a vague agreement to share contact details, not an explicit, committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "34972178963883232",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "with our existing vendors, it runs on credit.",
      "response": "credit gets approved from our side as well, sir... we require two transactions in advance against a proforma invoice."
    },
    {
      "ucid": "34972178963883232",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "I had called and asked JSW, and they had refused me.",
      "response": "Understood, sir. No, we do. I guess maybe someone told you something wrong or something like that happened."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "send_price_will_think"
  ]
}