For Insurance Customer Service Representatives ·
What you'll accomplish
By the end of this guide, 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. Instead of writing notes from memory after every call, you'll have an accurate record in seconds — with better coverage of what was actually said.
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.