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 (Farhan): Hello Imran ji, Farhan from Policybazaar, call record ho rahi hai. Aapki car policy 12 din pehle expire ho gayi thi?
Customer (Imran): Haan yaar, bhool gaya. Ab kya hoga?
Agent (Farhan): Break-in case hai, toh pehle car ka video inspection hoga. App pe link aayega, car ke chaaron taraf video banana hai.
Customer (Imran): Kitna time lagega?
Agent (Farhan): Video upload karne ke baad zyada cases mein 5 minute mein approval aa jata hai. Premium ₹14,900 hai.
Customer (Imran): NCB ka kya hua?
Agent (Farhan): 90 din ke andar renew kar rahe ho, toh 35% NCB bach jayega.
Customer (Imran): Chalo theek hai, link bhejo.
Agent (Farhan): Bhej diya. Inspection pass hone ke baad hi payment link aayega.
Judged turngoogle/gemini-4-argon
Outcome: Customer agreed to proceed with video inspection for break-in car insurance renewal.
Need: Renew expired car insurance policy that lapsed 12 days ago and retain NCB.
Product: Car insurance renewal, premium ₹14,900 with 35% NCB
Disclosures: No-claim bonus explained (made); Exclusions explained (NOT made); Ticket or escalation path given (NOT made)
Risk flags: none
Next step: Agent sent the video inspection link; payment link will follow once inspection is approved.
Sentiment: positive
Summary: Agent Farhan contacted the customer regarding a car insurance policy that expired 12 days ago. He explained the break-in renewal process requiring a video inspection, quoted a premium of ₹14,900, and confirmed that the 35% NCB would remain intact as it is within 90 days of expiry. The customer agreed and the agent sent the inspection link.