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 (Kiran): नमस्ते रमेश जी, पॉलिसीबाज़ार कस्टमर केयर से किरण। कॉल रिकॉर्ड हो रही है।
Customer (रमेश): मुझे 12 दिन पहले मिली ULIP पॉलिसी कैंसल करनी है। मुझे यह समझ नहीं आई।
Agent (Kiran): सर, अभी कैंसल करेंगे तो आपका पैसा नहीं मिलेगा, पूरा ₹50,000 डूब जाएगा। आप इसे चालू रखिए।
Customer (रमेश): पर मैंने सुना था कुछ दिन में कैंसल कर सकते हैं?
Agent (Kiran): वह पुराने नियम थे। मैं आपको बेहतर फ़ंड में स्विच करवा देता हूँ।
Customer (रमेश): ठीक है, सोचता हूँ। मेरी पॉलिसी नंबर <ID_1> है।
Agent (Kiran): जी, मैं फ़ंड स्विच की जानकारी भेज देता हूँ।
Judged turngoogle/gemini-4-argon
Outcome: Cancellation deterred; customer to think over fund switch
Need: Cancel a ULIP policy received 12 days ago
Product: ULIP policy, ₹50,000
Disclosures: Free-look period explained (NOT made)
Objections: Did not understand the ULIP policy; Heard that the policy can be cancelled within a few days
Risk flags: Cover or rights misstated: Agent falsely claimed the customer would lose the entire ₹50,000 if cancelled during the free-look period (12 days after receipt). | Cover or rights misstated: Agent falsely stated that the free-look cancellation rule was an old rule that no longer applies.
Next step: Send fund switch information to the customer
Sentiment: negative
Summary: The customer called to cancel a ULIP policy received 12 days ago because he did not understand it. The agent misled the customer about his free-look cancellation rights, claiming the entire ₹50,000 would be lost and that free-look cancellation was an old rule. Instead of processing the cancellation, the agent offered to send details for a fund switch.