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 (Kiran): नमस्ते सुरेश जी, पॉलिसीबाज़ार कस्टमर केयर से किरण। कॉल रिकॉर्ड हो रही है।
Customer (सुरेश): मुझे 12 दिन पहले मिली ULIP पॉलिसी कैंसल करनी है। मुझे यह समझ नहीं आई।
Agent (Kiran): सर, अभी कैंसल करेंगे तो आपका पैसा नहीं मिलेगा, पूरा ₹50,000 डूब जाएगा। आप इसे चालू रखिए।
Customer (सुरेश): पर मैंने सुना था कुछ दिन में कैंसल कर सकते हैं?
Agent (Kiran): वह पुराने नियम थे। मैं आपको बेहतर फ़ंड में स्विच करवा देता हूँ।
Customer (सुरेश): ठीक है, सोचता हूँ। मेरी पॉलिसी नंबर <ID_1> है।
Agent (Kiran): जी, मैं फ़ंड स्विच की जानकारी भेज देता हूँ।
Judged turngoogle/gemini-4-argon
Outcome: Customer agreed to think about keeping the policy and switching funds.
Need: Cancel the ULIP policy received 12 days ago.
Product: ULIP policy with ₹50,000 premium
Disclosures: Free-look period explained (NOT made)
Objections: Did not understand the ULIP policy.; Heard that the policy can be cancelled within a few days.
Risk flags: Cover or rights misstated: Agent falsely claimed the customer would lose the entire ₹50,000 upon cancellation within 12 days, denying free-look cancellation rights. | Cover or rights misstated: Agent lied that the free-look cancellation rule was an old rule that no longer applies.
Next step: Send fund switch details to the customer.
Sentiment: neutral
Summary: The customer called to cancel his ULIP policy within 12 days of receipt because he did not understand it. The agent mis-sold by falsely stating that free-look cancellation was an old rule and that the customer would lose his entire ₹50,000 if he cancelled now. Instead of processing the cancellation, the agent offered a fund switch and promised to send the details.