Call insights, explained

Updated August 14, 2026

When ProClose analyzes a call, it does not hand you a raw transcript and leave you to read it. It returns a fixed set of structured fields pulled out of that transcript. Here is each one, and where you will see it again later.

#The fields

Prospect name. Who you were talking to, if the call made it clear.
Summary. A one or two sentence plain-English recap of the call.
Lines of business. The types of coverage discussed, for example auto, home, commercial, or farm and ranch.
Current carrier. Named only if the prospect explicitly said who covers them today. The analysis is instructed to never invent a carrier name, so this is blank far more often than filled in.
Coverage needs. A short list of what the prospect said they need covered.
Objections. A short list of any pushback or hesitation raised on the call.
Sentiment. A single read on the call: positive, neutral, or negative.
Next step. What happens next, in the prospect's or agent's own words if the call made that clear.
Key quotes. Up to three short quotes pulled verbatim from the transcript.

The analysis is deliberately conservative. If the call did not clearly contain a piece of information, that field comes back empty rather than guessed at.

#What else the analysis captures

Beyond the fields above, the same analysis pulls a wider set of details that surface less often on a slide but drive real decisions elsewhere in the app:

Business type. What the operation actually is, in plain words, for example "church," "self storage facility," or "trucking company." This is the field the appetite guide gets matched against, so it matters more than almost any other.
Risk state. The two-letter state the property or operation is actually in, not where your agency sits. A market that is not appointed there cannot write it. See The market shortlist for exactly how this field changes which markets get recommended.
Risk location. City and state, or the street address, if it came up. This is also what property research uses as the address to look up.
Unit count. Number of apartment or rental units, for a habitational risk. One rented house and an eight-unit building go to very different markets.
Effective date. The renewal or desired effective date, exactly as said.
Current premium. What the prospect pays today, only if an actual number was stated.
Decision maker. Who signs, or who else has to approve.
Loss history. Claims mentioned, or "none reported," and only that phrase when the prospect actually said there have been none.
Property details. Building values, square footage, year built, roof, construction, and number of locations, whatever came up about the physical property.
Operations. What the business actually does that affects risk, for example "runs a daycare on site" or "has a commercial kitchen."
Risk flags. Anything an underwriter would want to hear about, for example "no sprinkler system" or "prior water damage."

Same rule as above: any of these comes back empty rather than guessed at when the call did not clearly say it.

#Where insights show up

The From the call card

Right on the New proposal page, after a call finishes analyzing, a card headed From the call appears with the subtext auto-extracted, review before use. It shows Prospect, Sentiment, Current carrier, Next step, and Taken by (who actually handled the call, see Which calls are already transcribed) in a small grid, the Summary text below that, and a row of pill tags for Lines of business if any were found. A Read the full transcript button sits in the card's header, for checking the raw source behind these fields; see Reading the call transcript. This is your first chance to sanity-check what the analysis pulled before it becomes part of a deck.

The What we heard slide

If you build a proposal with both a call pulled and a carrier quote loaded, the priced deck gains a What we heard slide. It draws on the summary, the coverage needs, the key quotes, and the next step, plus a vault market match built from the call text. Full slide anatomy at The "What we heard" slide.

The discovery brief

If you build with a call pulled and no quote loaded, the same set of insights becomes the entire content of a standalone discovery brief. See Discovery briefs for how that deck is put together.

#Reviewing before you use it

Because these fields are extracted automatically, treat the From the call card the way you would treat notes from a colleague: fast and useful, but worth a glance before it goes in front of a client. If a field looks wrong, you can still edit any slide it lands on once the deck is built, in either the canvas editor or the outline editor.