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 (Sana): Hello Shabana ji, Sana from Policybazaar, call record ho rahi hai. Aapke term plan ka premium 5 November ko due hai, reminder ke liye call kiya.
Customer (Shabana): Haan, auto-debit laga hua hai na?
Agent (Sana): Auto-debit ka mandate expire ho gaya hai, isliye ₹16,750 manually bharna hoga. Grace period 30 din ka hai, uske baad policy lapse ho sakti hai.
Customer (Shabana): Achha. Aur mera address bhi change karna hai, naya Pune ka hai.
Agent (Sana): Address proof ke liye Aadhaar number bata dijiye.
Customer (Shabana): Aadhaar <ID_1> hai.
Agent (Sana): Thank you. Address update request daal di hai, 7 din lagenge. Payment link aur naya auto-debit mandate WhatsApp kar rahi hoon.
Customer (Shabana): Theek hai.
Judged turngoogle/gemini-4-argon
Outcome: Term plan renewal payment link sent and address update request initiated
Need: Term plan renewal payment and address update to Pune
Product: term plan, premium ₹16,750
Disclosures: Grace period and lapse explained (made)
Risk flags: none
Next step: Send payment link and new auto-debit mandate on WhatsApp; address update will take 7 days
Sentiment: neutral
Summary: Sana called Shabana to remind her that her term plan premium of ₹16,750 is due on 5 November and must be paid manually since the auto-debit mandate has expired. She informed the customer about the 30-day grace period and also logged a request to update the address to Pune, which will take 7 days. The agent promised to send the payment link and new mandate on WhatsApp.