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 (Kavya): Good afternoon, this is Kavya from Policybazaar. This call is recorded for quality. Am I speaking with Nikhil?
Customer (Nikhil): Yes. I filled a form for term insurance yesterday.
Agent (Kavya): Thanks. You're 32 and want cover for your family. Do you smoke or drink, and do you have any medical conditions or take regular medicines?
Customer (Nikhil): No smoking. I had a knee surgery in 2022, nothing else.
Agent (Kavya): Please mention the knee surgery in the proposal form. The insurer decides on it, and leaving it out can get a claim rejected later.
Customer (Nikhil): Okay. How much cover should I take? I earn about 12 lakh a year.
Agent (Kavya): Most people take 10 to 15 times their income. For ₹1 crore cover till age 60 with Sampada Life iSecure, the premium is ₹14,200 a year with the critical illness rider.
Customer (Nikhil): Anything cheaper? Another site showed me ₹11,000.
Agent (Kavya): That quote was for cover till 55 without the rider. If you drop the rider and keep cover till 60, it is ₹12,900 a year.
Customer (Nikhil): Fine, without the rider at ₹12,900.
Agent (Kavya): Great. I need your PAN for the proposal.
Customer (Nikhil): It's <ID_1>.
Agent (Kavya): Thank you. You get a 30-day free-look period: if you change your mind after the policy is issued, you can cancel for a refund minus the medical test cost.
Agent (Kavya): A home medical test is booked for Saturday at 10 am, and the payment link will come on WhatsApp.
Customer (Nikhil): Okay, thanks Kavya.
Judged turngoogle/gemini-4-argon
Outcome: Customer agreed to buy Sampada Life iSecure without rider for ₹12,900/year
Need: Term insurance cover for family
Product: Sampada Life iSecure, ₹1 crore cover till age 60, ₹14,200 a year with the critical illness rider
Product: Sampada Life iSecure, ₹1 crore cover till age 60, ₹12,900 a year without the rider
Disclosures: Medical history asked (made); Free-look period explained (made); Exclusions explained (NOT made); Grace period and lapse explained (NOT made); Ticket or escalation path given (NOT made)
Medical: Non-smoker; Knee surgery in 2022
Objections: Asked for a cheaper option as another site showed ₹11,000
Risk flags: none
Next step: Home medical test booked for Saturday at 10 am, and payment link to be sent on WhatsApp
Sentiment: positive
Summary: The customer inquired about term insurance for a ₹1 crore cover till age 60 and disclosed a 2022 knee surgery, which the agent properly advised declaring on the proposal form. After comparing options with and without the critical illness rider, the customer selected Sampada Life iSecure without the rider at ₹12,900 per year. The agent explained the 30-day free-look period, scheduled a home medical test for Saturday at 10 am, and promised to send the payment link via WhatsApp.