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 (Rahul): Hello Tara, Rahul from Policybazaar, this call is recorded for quality. You were looking at investment plans for your daughter's education?
Customer (Tara): Yes, she's 4. I can put aside about 1 lakh a year.
Agent (Rahul): Sampada Life Wealth Plus is a ULIP. You pay ₹1 lakh a year for 10 years, and you'll get guaranteed 12% every year, so around ₹20 lakh at maturity.
Customer (Tara): Guaranteed? Even if the market falls?
Agent (Rahul): Yes sir, it is safe, don't worry about the market.
Customer (Tara): And if I need the money early?
Agent (Rahul): There's a 5-year lock-in, after that you can withdraw partially.
Customer (Tara): Okay. What about life cover?
Agent (Rahul): Life cover is ₹10 lakh, and if something happens to you, future premiums are waived.
Customer (Tara): Sounds good. Send me the details.
Agent (Rahul): I'll email the benefit illustration and call you on Monday evening.
Judged turngoogle/gemini-4-argon
Outcome: Customer requested plan details via email; follow-up scheduled for Monday evening.
Need: Investment plan for her 4-year-old daughter's education, investing about ₹1 lakh a year.
Product: Sampada Life Wealth Plus (ULIP): ₹10 lakh life cover with waiver of future premiums, ₹1 lakh a year premium for 10 years, 5-year lock-in
Disclosures: Market risk stated (NOT made); Benefit illustration shared (made); Free-look period explained (NOT made)
Objections: Questioned whether the 12% return is guaranteed even if the market falls; Asked about early access to the money
Risk flags: Guaranteed returns on a market-linked plan: Agent promised guaranteed 12% annual returns and around ₹20 lakh at maturity on a ULIP, and claimed it is safe regardless of market falls. | Guaranteed returns on a market-linked plan: Agent dismissed market risk on a ULIP when directly asked by the customer.
Next step: Email the benefit illustration and call back on Monday evening.
Sentiment: positive
Summary: The customer inquired about an investment plan for her 4-year-old daughter's education with a budget of ₹1 lakh per year. The agent pitched the Sampada Life Wealth Plus ULIP with a ₹10 lakh life cover and a 5-year lock-in, but mis-sold the policy by promising a guaranteed 12% annual return (around ₹20 lakh at maturity) regardless of market performance. The agent agreed to email the benefit illustration and follow up on Monday evening.