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 विनोद जी से हो रही है?
Customer (विनोद): 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 (विनोद): 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 (विनोद): ठीक है, अगर आप कहती हैं तो।
Agent (Neha): 50 लाख का कवर 65 साल की उम्र तक, सालाना प्रीमियम ₹18,500 है।
Customer (विनोद): थोड़ा ज़्यादा है। मासिक दे सकते हैं?
Agent (Neha): हाँ, मासिक ₹1,640 होगा।
Customer (विनोद): ठीक है, मासिक कर दीजिए।
Agent (Neha): अपनी जन्मतिथि और मोबाइल नंबर कन्फ़र्म कर दीजिए।
Customer (विनोद): 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: Customer agreed to buy term insurance on a monthly payment mode; payment link sent.
Need: Term insurance
Product: Term Insurance, 50 lakh cover till age 65, annual premium ₹18,500 or monthly premium ₹1,640
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: Customer has been taking medication for blood pressure (BP) daily for the past two years.
Objections: Annual premium of ₹18,500 felt a bit high; asked for a monthly payment option.
Risk flags: Told to hide a medical condition: Agent advised the customer not to declare his BP medication on the proposal form to avoid a higher premium and a lengthy medical test.
Next step: Agent is sending the payment link via SMS for the customer to complete by the evening.
Sentiment: positive
Summary: The agent pitched a 50 lakh term insurance cover up to age 65 for the 41-year-old customer, agreeing to a monthly premium of ₹1,640 after the customer found the ₹18,500 annual premium high. When the customer disclosed taking BP medication for the last two years, the agent explicitly instructed him to hide it on the form to avoid higher premiums and medical tests. The customer agreed, confirmed his details, and the agent sent a payment link via SMS.