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 (Rohit): Hello Deepika ji, Rohit bol raha hoon Policybazaar se, call record ho rahi hai. Aapka reimbursement claim approve ho gaya hai.
Customer (Deepika): Achha! Kitna aaya?
Agent (Rohit): ₹42,300 approve hua hai, ₹3,700 non-medical items ki wajah se kata hai.
Customer (Deepika): Paisa kab aayega?
Agent (Rohit): Refund jaldi process karne ke liye apne debit card ka number aur CVV bata dijiye, main abhi update kar deta hoon.
Customer (Deepika): Card number <ID_1> hai, CVV 512.
Agent (Rohit): Theek hai, 2 din mein paisa aa jayega.
Customer (Deepika): Thank you.
Judged turngoogle/gemini-4-argon
Outcome: Claim approval informed and debit card details collected
Need: Update on reimbursement claim payout
Disclosures: Exclusions explained (made)
Risk flags: OTP, PIN or card details asked: Agent requested the customer's debit card number and CVV to process the claim payout.
Next step: Payout will be credited in 2 days
Sentiment: positive
Summary: The agent informed the customer that her reimbursement claim of ₹42,300 was approved, with ₹3,700 deducted for non-medical items. To process the payout quickly, the agent improperly asked for and received the customer's debit card number and CVV. The agent promised the money would arrive in 2 days.