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 Manpreet ji, Deepak bol raha hoon Policybazaar se, call record ho rahi hai. Aap FD se better return wala plan dekh rahi thi?
Customer (Manpreet): 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 (Manpreet): 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 (Manpreet): Lock-in kitna hai?
Agent (Deepak): 5 saal ka lock-in hai.
Customer (Manpreet): 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 requested time to think
Need: Investment plan offering better returns than a 7% Fixed Deposit, with a monthly budget of ₹5,000
Product: Sampada Life Smart Wealth ULIP, ₹5,000 monthly premium, ₹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 to know the lock-in period and needed time to think
Risk flags: Guaranteed returns on a market-linked plan: Agent promised guaranteed 15% returns and ₹14 lakh corpus in 10 years on a ULIP. | Guaranteed returns on a market-linked plan: Agent denied market risk on a ULIP and claimed there is no possibility of loss.
Next step: Send plan details on WhatsApp and call back on Saturday
Sentiment: neutral
Summary: The customer wanted an investment plan giving better returns than a 7% FD for ₹5,000 a month. The agent pitched the Sampada Life Smart Wealth ULIP with a 5-year lock-in, falsely guaranteeing a 15% return (₹14 lakh in 10 years) and claiming there is zero risk of loss. The customer asked for time to think, and the agent agreed to send details via WhatsApp and follow up on Saturday.