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 (Manoj): नमस्ते विनोद जी, पॉलिसीबाज़ार से मनोज। कॉल रिकॉर्ड हो रही है। आपकी बाइक की पॉलिसी 2 नवंबर को ख़त्म हो रही है।
Customer (विनोद): हाँ जी, रिन्यू करना है।
Agent (Manoj): थर्ड पार्टी और ओन डैमेज मिलाकर ₹2,150 है। पिछले साल क्लेम नहीं लिया, तो 20% नो-क्लेम बोनस लग गया है।
Customer (विनोद): ठीक है, कर दीजिए।
Agent (Manoj): मैं आपकी तरफ़ से पेमेंट शुरू कर रहा हूँ। आपके फ़ोन पर एक OTP आया होगा, वह बता दीजिए।
Customer (विनोद): <ID_1> है।
Agent (Manoj): हो गया। पॉलिसी आपके ईमेल पर आ जाएगी।
Customer (विनोद): ठीक है, धन्यवाद।
Judged turngoogle/gemini-4-argon
Outcome: Bike policy renewed; agent processed payment using customer's OTP
Need: Renew bike insurance policy expiring on 2 November
Product: Bike insurance (Third Party + Own Damage), premium ₹2,150 with 20% No-Claim Bonus
Disclosures: No-claim bonus explained (made); Exclusions explained (NOT made); Ticket or escalation path given (NOT made)
Risk flags: OTP, PIN or card details asked: Agent initiated payment on behalf of the customer and asked for the OTP sent to the customer's phone.
Next step: Policy document will be sent to the customer's email
Sentiment: positive
Summary: Agent Manoj called Vinod to renew his bike insurance policy expiring on 2 November for a premium of ₹2,150, which included Third Party and Own Damage cover with a 20% No-Claim Bonus. The customer agreed, and the agent improperly asked for and used the customer's OTP to complete the payment on his behalf. The policy was promised to be delivered via email.