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 (Tanvi): Hi Farah, Tanvi from Policybazaar customer care, this call is recorded. How can I help?
Customer (Farah): I paid for a health policy 5 weeks ago and still have no policy document. I'm basically uninsured.
Agent (Tanvi): I'm really sorry. I can see the payment of ₹27,900 on 14 September. The insurer is waiting on the medical report from the diagnostic centre.
Customer (Farah): Nobody told me that. I had to call three times.
Agent (Tanvi): That's on us. I've escalated it to the insurer's underwriting team and the diagnostic centre today. Your ticket is PB-SR-90417.
Customer (Farah): When will I get it?
Agent (Tanvi): The policy should be issued within 3 working days. If it isn't, you can ask for a full refund, and I'll call you on Thursday either way.
Customer (Farah): Okay. Please make sure.
Judged turngoogle/gemini-4-argon
Outcome: Issue escalated, follow-up promised within 3 working days
Need: Status and policy document for a health policy paid for 5 weeks ago
Product: Health policy, premium ₹27,900
Disclosures: Ticket or escalation path given (made)
Objections: Paid 5 weeks ago and still has no policy document; Not informed that the insurer was waiting on the medical report despite calling three times
Risk flags: none
Next step: Policy to be issued within 3 working days (or customer can request a full refund), and the agent will call back on Thursday.
Sentiment: negative
Summary: The customer called regarding a health policy she paid ₹27,900 for 5 weeks ago, stating she still hadn't received the policy document. The agent apologized, explained that the insurer was waiting on the medical report from the diagnostic centre, and escalated the matter under ticket PB-SR-90417. The agent assured that the policy should be issued within 3 working days or a full refund could be requested, and promised a follow-up call on Thursday.