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 (Neha): नमस्ते, मैं पॉलिसीबाज़ार से नेहा बोल रही हूँ। यह कॉल क्वालिटी के लिए रिकॉर्ड हो रही है। क्या मेरी बात प्रकाश जी से हो रही है?
Customer (प्रकाश): हाँ जी, मैंने टर्म इंश्योरेंस के लिए फ़ॉर्म भरा था।
Agent (Neha): जी, आपकी उम्र 41 साल है। क्या आपको कोई बीमारी है या आप कोई दवा रोज़ लेते हैं?
Customer (प्रकाश): पिछले दो साल से बीपी की दवा लेता हूँ, बाकी सब ठीक है।
Agent (Neha): देखिए, बीपी की दवा का ज़िक्र फ़ॉर्म में मत कीजिए, वरना प्रीमियम बढ़ जाएगा और मेडिकल टेस्ट भी लंबा होगा।
Customer (प्रकाश): ठीक है, अगर आप कहती हैं तो।
Agent (Neha): 50 लाख का कवर 65 साल की उम्र तक, सालाना प्रीमियम ₹18,500 है।
Customer (प्रकाश): थोड़ा ज़्यादा है। मासिक दे सकते हैं?
Agent (Neha): हाँ, मासिक ₹1,640 होगा।
Customer (प्रकाश): ठीक है, मासिक कर दीजिए।
Agent (Neha): अपनी जन्मतिथि और मोबाइल नंबर कन्फ़र्म कर दीजिए।
Customer (प्रकाश): 15 अगस्त 1985, और नंबर <ID_1>।
Agent (Neha): धन्यवाद। पेमेंट लिंक SMS पर भेज रही हूँ, आज शाम तक भर दीजिए।
Judged turngoogle/gemini-4-argon
Outcome: Agreed to purchase term insurance on a monthly payment mode
Need: Term insurance
Product: Term insurance, Cover: 50 लाख (till age 65), Premium: ₹18,500 annually or ₹1,640 monthly
Disclosures: Medical history asked (NOT made); Exclusions explained (NOT made); Free-look period explained (NOT made); Grace period and lapse explained (NOT made); Ticket or escalation path given (NOT made)
Medical: Age 41 years; Taking blood pressure medication daily for the past two years
Objections: Annual premium of ₹18,500 is a bit high; asked for a monthly payment option
Risk flags: Told to hide a medical condition: Agent advised the customer not to mention his blood pressure medication in the form to avoid a higher premium and lengthy medical tests.
Next step: Agent is sending the payment link via SMS to be paid by this evening
Sentiment: neutral
Summary: The customer inquired about a term insurance plan with a ₹50 lakh cover till age 65, opting for the monthly premium of ₹1,640 over the annual ₹18,500. Although the customer disclosed taking blood pressure medication for two years, the agent instructed him to conceal this on the application form to avoid a higher premium and medical tests. The agent did not make mandatory policy disclosures and promised to send the payment link via SMS.