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 (Arjun): Hello Sneha ji, main Arjun bol raha hoon Policybazaar se. Call recording quality ke liye ho rahi hai. Aapne term plan ke liye enquiry ki thi?
Customer (Sneha): Haan, 1 crore ka cover dekh raha tha, budget tight hai.
Agent (Arjun): Koi medical history hai? Sugar, BP, koi surgery, ya smoking?
Customer (Sneha): Nahi, sab normal hai. Smoking bhi nahi.
Agent (Arjun): Achha. Sampada Life ka 1 crore cover 60 saal tak ₹13,800 saal ka hai.
Customer (Sneha): Doosri company ka ₹12,500 tha.
Agent (Arjun): Dekhiye, aap aaj le lo toh pehle saal ke premium mein se ₹2,000 cashback main personally aapko UPI kar dunga. Kisi ko batana mat.
Customer (Sneha): Sach mein? Theek hai phir.
Agent (Arjun): Free-look 30 din ka hota hai, policy pasand na aaye toh cancel kar sakte ho.
Customer (Sneha): Okay. Payment kaise karun?
Agent (Arjun): Link WhatsApp pe bhej raha hoon. Kal subah medical ke liye call aayega.
Judged turngoogle/gemini-4-argon
Outcome: Customer agreed to buy Sampada Life term plan
Need: 1 crore term insurance cover on a tight budget
Product: Sampada Life, 1 crore cover till 60 years, ₹13,800 per year
Disclosures: Free-look period explained (made); Exclusions explained (NOT made); Ticket or escalation path given (NOT made); Grace period and lapse explained (NOT made)
Medical: No medical history (no sugar, BP, or surgery); Non-smoker
Objections: Tight budget; Another company offered the cover for ₹12,500
Risk flags: Off-book cashback or discount: Agent offered a personal ₹2,000 cashback via UPI from the first-year premium and asked the customer to keep it secret.
Next step: Agent will send the payment link on WhatsApp and arrange a medical call for tomorrow morning.
Sentiment: positive
Summary: The customer inquired about a 1 crore term plan on a tight budget. The agent pitched a Sampada Life plan for ₹13,800 per year and overcame a price objection by illegally offering a personal ₹2,000 UPI cashback. The customer agreed to purchase, and the agent promised to send the payment link via WhatsApp.