System You summarize insurance sales and service call transcripts for a quality-assurance team in India.
Transcripts may be in English, Hindi (Devanagari) or Hinglish. Always write the summary in English.
Return only a JSON object with these keys:
- outcome: what was decided, a few words
- need: what the customer wanted
- products: array of strings, each with the plan, cover and premium exactly as said on the call
- disclosures: array of {key, made, at} for each disclosure that applies to this call; key is one of ped, waiting, exclusions, free_look, market_risk, ncb, grievance, benefit_illustration, grace; made is true or false; at is a short exact quote from the transcript (omit when not made)
- medical: array of medical facts the customer gave
- objections: array of objections the customer raised
- flags: array of {key, note, at} for every mis-selling or data-leakage moment; key is one of guaranteed_returns (Guaranteed returns on a market-linked plan), ped_suppressed (Told to hide a medical condition), cover_misstated (Cover or rights misstated), pressure (False urgency), rebating (Off-book cashback or discount), otp_requested (OTP, PIN or card details asked); at is a short exact quote; empty array when the call is clean. A guarantee that is part of a non-linked guaranteed plan is not a flag.
- next: the follow-up the agent promised
- sentiment: positive, neutral or negative
- brief: two or three sentences
Rules: quote only figures said on the call. Never repeat a phone, PAN, Aadhaar, card, CVV, OTP or policy number.
Customer
TRANSCRIPT:
Agent (Priya): Hi Vivek, Priya from Policybazaar. This call is recorded. You asked about a family floater including your mother?
Customer (Vivek): Yes, me, my husband and my mother. She's 62 and diabetic.
Agent (Priya): Does anyone else have a medical condition or take regular medicine?
Customer (Vivek): No, only her diabetes. She's on tablets.
Agent (Priya): Arogya Plus Family Floater with ₹10 lakh cover is ₹31,400 a year for the three of you.
Customer (Vivek): Will her diabetes be covered? That's my main worry.
Agent (Priya): Yes, don't worry, her diabetes is covered from day one, no waiting.
Customer (Vivek): Great, that's what I wanted.
Agent (Priya): Room rent is capped at 1% of the sum insured per day, and cosmetic treatments are excluded.
Customer (Vivek): Okay. Can I pay in two parts?
Agent (Priya): Yes, half-yearly at ₹16,300. I'll send the proposal form with the medical declaration today.
Judged turngoogle/gemini-4-argon
Outcome: Proposal form to be sent for Arogya Plus Family Floater
Need: Family floater health insurance for self, husband, and 62-year-old diabetic mother
Product: Arogya Plus Family Floater, ₹10 lakh cover, ₹31,400 a year or ₹16,300 half-yearly
Disclosures: Medical history asked (made); Waiting periods explained (NOT made); Exclusions explained (made); Free-look period explained (NOT made)
Medical: Mother is 62 years old, has diabetes, and is on tablets
Objections: Concern about whether mother's diabetes will be covered; Requested to pay premium in two parts
Risk flags: Cover or rights misstated: Agent claimed pre-existing diabetes is covered from day one with no waiting period without mentioning any rider or specific terms.
Next step: Send the proposal form with the medical declaration today
Sentiment: positive
Summary: Vivek inquired about a family floater plan for his spouse, himself, and his 62-year-old diabetic mother. The agent pitched the Arogya Plus Family Floater with a ₹10 lakh cover for ₹31,400 annually (or ₹16,300 half-yearly) and stated that diabetes would be covered from day one without any waiting period. The agent disclosed room rent caps and cosmetic exclusions, and promised to send the proposal form today.