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 Tara?
Customer (Tara): 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 (Tara): 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 (Tara): 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 (Tara): 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 (Tara): Fine, without the rider at ₹12,900.
Agent (Kavya): Great. I need your PAN for the proposal.
Customer (Tara): 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 (Tara): Okay, thanks Kavya.
Judged turngoogle/gemini-4-argon
Outcome: Customer agreed to buy Sampada Life iSecure without the critical illness rider.
Need: Term insurance cover for her 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); Waiting periods explained (NOT made); Grace period and lapse explained (NOT made); Ticket or escalation path given (NOT made)
Medical: Non-smoker; Had a knee surgery in 2022; No other medical conditions or regular medicines
Objections: Asked for a cheaper option as another site showed a quote of ₹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 a term insurance plan for her family based on her ₹12 lakh annual income. The agent recommended Sampada Life iSecure with a ₹1 crore cover till age 60, and after the customer objected to the ₹14,200 price, they agreed on ₹12,900 a year without the critical illness rider. The agent properly advised disclosing a 2022 knee surgery, explained the 30-day free-look period, and scheduled a home medical test.