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Talk tracks · Insurance
Talk tracks
UC1 — Reviewing a policy and filing a claim
Identification, a policy read back, and a new claim filed — all inside one call.
Steps tick when the agent writes data. Click a step to move the pointer. Clicking never changes data.
1You: "Hi, I'd like to check on my policy." The agent asks for your customer number, then your PIN.
2You: Give 10001, then 1234. Verified once, for the whole call.
3You: "Can you tell me about my car policy?" It reads back your comprehensive policy for the matching entry on the Live data card — active, with the matching entry on the Live data card as the coverage limit, the matching entry on the Live data card as the deductible, the matching entry on the Live data card as the monthly premium, and an expiry date. Ask about the home policy or the legal expenses one and it has those too.
4You: "I need to file a claim — I backed into a wall in my driveway this morning." It asks you to describe the damage, then reads the whole claim back. Note two details it fills in for you: today's date, worked out from "this morning", and your address on file as the loss location.
5You: "Yes, that's right." It files the claim and gives you a claim number.
6You: "How long does the claims process usually take?" Answered from the knowledge base — no account lookup.
7You: "That's everything, thanks." The agent closes the call.
In the data afterwards: the new claim is at the top of the Claims card.