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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 car policy — active, with its coverage limit, deductible, monthly premium and 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.