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 (Manoj): नमस्ते सविता जी, पॉलिसीबाज़ार से मनोज। कॉल रिकॉर्ड हो रही है। आपकी बाइक की पॉलिसी 2 नवंबर को ख़त्म हो रही है।
Customer (सविता): हाँ जी, रिन्यू करना है।
Agent (Manoj): थर्ड पार्टी और ओन डैमेज मिलाकर ₹2,150 है। पिछले साल क्लेम नहीं लिया, तो 20% नो-क्लेम बोनस लग गया है।
Customer (सविता): ठीक है, कर दीजिए।
Agent (Manoj): मैं आपकी तरफ़ से पेमेंट शुरू कर रहा हूँ। आपके फ़ोन पर एक OTP आया होगा, वह बता दीजिए।
Customer (सविता): <ID_1> है।
Agent (Manoj): हो गया। पॉलिसी आपके ईमेल पर आ जाएगी।
Customer (सविता): ठीक है, धन्यवाद।
Judged turngoogle/gemini-4-argon
Outcome: Bike policy renewed on the call
Need: Renewal of expiring bike insurance policy
Product: Bike policy with Third Party and Own Damage cover for ₹2,150
Disclosures: No-claim bonus explained (made); Exclusions explained (NOT made); Ticket or escalation path given (NOT made)
Risk flags: OTP, PIN or card details asked: Agent initiated payment on the customer's behalf and asked for the payment OTP on a recorded call.
Next step: Policy document will be sent to the customer's email.
Sentiment: positive
Summary: The agent called Savita to renew her bike insurance expiring on 2 November for ₹2,150, including Third Party and Own Damage cover with a 20% no-claim bonus. The customer agreed, and the agent completed the payment on her behalf by asking for the OTP over the call.