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 (Ritu): नमस्ते अनीता जी, मैं पॉलिसीबाज़ार से रितु। कॉल रिकॉर्ड हो रही है। आप अपने और पति के लिए हेल्थ प्लान देख रही थीं?
Customer (अनीता): हाँ, 15 लाख का कवर चाहिए था, पर बजट कम है।
Agent (Ritu): आप दोनों में से किसी को कोई बीमारी, ऑपरेशन या रोज़ की दवा?
Customer (अनीता): मेरे पति को थायरॉइड है, दवा चलती है।
Agent (Ritu): ठीक है, यह फ़ॉर्म में ज़रूर लिखिए। पहले से मौजूद बीमारी पर 2 साल का वेटिंग पीरियड है, और पहले 30 दिन सिर्फ़ एक्सीडेंट कवर होता है।
Customer (अनीता): 15 लाख का कितना होगा?
Agent (Ritu): 15 लाख का ₹24,800 सालाना, और 10 लाख का ₹19,200।
Customer (अनीता): 15 लाख महँगा है, 10 लाख वाला ले लेते हैं।
Agent (Ritu): ठीक है। पॉलिसी मिलने के बाद 30 दिन का फ़्री-लुक पीरियड है।
Customer (अनीता): पेमेंट कब तक करना है?
Agent (Ritu): लिंक भेज रही हूँ, कल तक कर दीजिए।
Judged turngoogle/gemini-4-argon
Outcome: Customer agreed to buy the 10 lakh health plan.
Need: Health insurance for self and husband, initially looking for a 15 lakh cover within a low budget.
Product: Health plan, 15 lakh cover, ₹24,800 yearly premium
Product: Health plan, 10 lakh cover, ₹19,200 yearly premium
Disclosures: Medical history asked (made); Waiting periods explained (made); Free-look period explained (made); Exclusions explained (NOT made)
Medical: Husband has thyroid and takes daily medication.
Objections: Budget is low / 15 lakh cover is too expensive.
Risk flags: none
Next step: Agent will send the payment link and customer to pay by tomorrow.
Sentiment: positive
Summary: Customer Anita was looking for a 15 lakh health insurance plan for herself and her husband, who has thyroid. Due to budget constraints, she found the ₹24,800 premium for the 15 lakh cover expensive and opted for the 10 lakh cover at ₹19,200 annually. The agent properly advised her to declare the thyroid condition and clearly explained the PED waiting period, initial 30-day waiting period, and the 30-day free-look period.