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 (Deepak): Hello Rajesh ji, Deepak bol raha hoon Policybazaar se, call record ho rahi hai. Aap FD se better return wala plan dekh rahi thi?
Customer (Rajesh): Haan, FD mein 7% hi milta hai. Mahine ka 5,000 daal sakti hoon.
Agent (Deepak): Yeh Sampada Life ka ULIP hai, Smart Wealth. Pakka 15% milega, FD se double. 10 saal mein aaram se ₹14 lakh ho jayega.
Customer (Rajesh): Pakka? Share market wala toh nahi hai na?
Agent (Deepak): Arre nahi madam, fund manager sab sambhal lete hain, loss ka sawal hi nahi.
Customer (Rajesh): Lock-in kitna hai?
Agent (Deepak): 5 saal ka lock-in hai.
Customer (Rajesh): Theek hai, mujhe sochna hai.
Agent (Deepak): Main details WhatsApp kar deta hoon, Saturday ko call karunga.
Judged turngoogle/gemini-4-argon
Outcome: Follow-up scheduled for Saturday after customer thinks it over.
Need: An investment plan offering better returns than a Fixed Deposit (7%), with a monthly budget of ₹5,000.
Product: Sampada Life Smart Wealth (ULIP), ₹5,000/month, projected ₹14 lakh in 10 years, 5-year lock-in
Disclosures: Market risk stated (NOT made); Benefit illustration shared (NOT made); Free-look period explained (NOT made)
Objections: Concerned about whether the plan is linked to the share market; Wanted time to think before deciding
Risk flags: Guaranteed returns on a market-linked plan: Agent promised guaranteed 15% returns and ₹14 lakh corpus on a market-linked ULIP. | Guaranteed returns on a market-linked plan: Agent denied market risk and claimed there is no possibility of loss on a ULIP.
Next step: Agent will send plan details on WhatsApp and call back on Saturday.
Sentiment: neutral
Summary: The customer was looking for an investment option with better returns than a 7% FD for ₹5,000 per month. The agent pitched the Sampada Life Smart Wealth ULIP with a 5-year lock-in, falsely guaranteeing a 15% return and claiming there is no risk of loss. The customer asked for time to think, and the agent agreed to send details via WhatsApp and follow up on Saturday.