For Insurance Customer Service Representatives ·
What you'll accomplish
Writing AMS notes from memory after every client call is slow and error-prone. Otter.ai transcribes the conversation automatically and produces a summary you can review and paste into your AMS in under 60 seconds, no more relying on what you remember.
What you'll need
What you should see: Your Otter.ai dashboard with a "New Conversation" button and your transcript history.
What you should see: The app opens to your conversation history, synced with the web version.
Before recording any client call, confirm with your manager:
A simple disclosure: "I want to let you know I may be recording this call for our records. Is that okay?"
Troubleshooting: If your agency doesn't allow recording, use the alternative method in Step 6 instead.
Method A: Record directly on your phone
Method B: Record on your computer (for VOIP/softphone calls)
What you should see: A live transcript appearing in real time as you speak. The screen shows words appearing within seconds of being said.
What you should see: A summary panel with bullet points of what was discussed and a list of action items extracted from the conversation.
What you should see: A complete AMS note in under 60 seconds, compared to 5-10 minutes of manual note-writing from memory.
(Use these in ChatGPT with your pasted Otter transcript)
To create a formal AMS note:
Convert this call transcript into professional insurance agency activity notes. Include: what the client called about, any coverage issues raised, and a numbered action item list. Remove filler words. Keep it under 150 words.
To extract action items only:
From this call transcript, list only the action items: things we need to do before the next client contact. Format as a numbered checklist.
Based on this call transcript, draft a follow-up email to the client summarizing what we discussed and confirming the next steps we're taking.