For Insurance Customer Service Representatives ·
What you'll accomplish
You'll have Otter.ai set up to automatically transcribe your service calls and generate summaries you can paste directly into your AMS activity log: an accurate record of what was actually said, available in seconds, without relying on memory.
What you'll need
What you should see: The Otter.ai dashboard with a "New Conversation" button and your empty recording library.
What you should see: A live transcription appearing as you speak, then a clean text version of your words within seconds of stopping. Troubleshooting: If transcription is blank or garbled, check that your device microphone permissions are enabled for the Otter.ai app.
Otter.ai works differently depending on how you take calls:
For Zoom/Teams calls:
For regular phone calls (iOS):
For regular phone calls (Android):
After ending a recording, Otter.ai automatically generates:
Click on the Summary tab to see the bullet points.
What good output looks like: A 3-5 sentence activity note that covers the caller, the reason for the call, what was discussed, and the agreed-upon next step, exactly what's needed for E&O documentation.
After an endorsement confirmation call:
Turn this call transcript into a 2-3 sentence AMS activity note: [paste summary]. Focus on: what change was requested, what action was taken, and when the policyholder should receive confirmation.
After a coverage question call:
Turn this call transcript into an E&O-ready activity note: [paste summary]. Note what coverage question was asked, what information was provided, and whether a follow-up is needed. Do not include coverage opinions: only facts about what was discussed.
After a billing dispute call:
Write a professional AMS activity note from this call: [paste summary]. Include: billing issue described, what was investigated, what was communicated to the policyholder, and what the resolution was.