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 (Vikas): Hi Imran ji, Vikas from Policybazaar. Call record ho rahi hai. Aap apni health policy port karna chahti hain?
Customer (Imran): Haan, abhi wali ka renewal ₹22,000 aa raha hai, bahut zyada hai.
Agent (Vikas): Pichhle saal koi claim liya, ya koi bimari hai?
Customer (Imran): Nahi, koi claim nahi. Mujhe asthma hai, inhaler leti hoon.
Agent (Vikas): Theek hai, asthma declare karna padega. Port karne pe purani policy ka waiting period carry forward hota hai.
Customer (Imran): Naya premium kitna hoga?
Agent (Vikas): Arogya Plus mein 10 lakh ka ₹17,600 hai. Aur yeh rate sirf aaj raat 12 baje tak hai, kal se 20% badh jayega.
Customer (Imran): Itni jaldi? Main husband se baat karke kal batati hoon.
Agent (Vikas): Kal tak rate nahi rahega madam, abhi le lo.
Customer (Imran): Nahi, main kal hi bataungi.
Agent (Vikas): Theek hai, kal 11 baje call karta hoon.
Judged turngoogle/gemini-4-argon
Outcome: Follow-up scheduled for tomorrow at 11 AM after customer consults husband
Need: Port existing health insurance policy due to high renewal premium of ₹22,000
Product: Arogya Plus, 10 lakh cover, ₹17,600 premium
Disclosures: Medical history asked (made); Waiting periods explained (made); Exclusions explained (NOT made); Free-look period explained (NOT made)
Medical: Asthma, uses an inhaler; No claims made in the previous year
Objections: Current renewal premium of ₹22,000 is too high; Wants to discuss with husband before buying and will confirm tomorrow
Risk flags: False urgency: Agent created false urgency by claiming the premium rate is only valid until midnight and will increase by 20% tomorrow.
Next step: Agent will call back tomorrow at 11 AM
Sentiment: neutral
Summary: The customer wanted to port her health insurance policy because her current renewal premium was ₹22,000, and she disclosed having asthma. The agent pitched Arogya Plus with a 10 lakh cover for ₹17,600 and correctly advised declaring the asthma, noting that the waiting period would carry forward. However, the agent used high-pressure tactics by claiming the price would increase by 20% after midnight, though the customer insisted on consulting her husband and speaking tomorrow at 11 AM.