Templates
Insurance Claims Agent
Claims intake agent with voice approvals for claim submissions, visual IVR for document upload, and compliance-heavy recording with full audit trail.
Insurance Claims Agent
An insurance claims intake agent that handles new claims, status checks, and document collection. Uses voice approvals to get explicit verbal confirmation before submitting claims, visual IVR to send secure document upload links to the caller's phone, and full compliance recording for regulatory audit trails.
Voice Features Used
| Feature | Purpose |
|---|---|
| Voice Approvals (HITL) | Verbal confirmation before claim submission |
| Visual IVR | Send document upload links to caller's phone |
| Compliance & Security | Recording consent for regulatory compliance |
| Caller Authentication | Verify policyholder identity (name + DOB) |
| Sentiment Escalation | Transfer frustrated claimants to a senior rep |
| Hold / Resume | Hold while reviewing policy details |
| Call Experience | Dynamic pace, pronunciation dictionary |
How It Works
Caller: "I need to file a claim for a car accident."
-> Identity verification (name + DOB)
-> Agent collects: date, location, description, parties involved
-> Agent reviews coverage and deductible
-> Visual IVR: sends secure link for photo/document upload
-> Voice approval: "I'm ready to submit your claim for [description]. Do you approve?"
-> Caller: "Yes."
-> Claim number assigned, follow-up email sentConfiguration
{
"voiceApprovalEnabled": true,
"voiceApprovalMode": "blocking",
"visualIvrEnabled": true,
"visualIvrBaseUrl": "https://claims.example.com/upload",
"visualIvrAutoSms": true,
"complianceConsentEnabled": true,
"complianceConsentMessage": "This call is being recorded for regulatory compliance.",
"callerAuthEnabled": true,
"callerAuthType": "dob",
"callerAuthMaxAttempts": 3,
"pronunciationDictEnabled": true,
"pronunciationDictionary": {
"deductible": "dee-duck-tih-bul",
"subrogation": "sub-ro-gay-shun"
}
}Example — Create Agent
curl -X POST https://api.thinnest.ai/v1/agents \
-H "Authorization: Bearer $THINNESTAI_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"name": "Insurance Claims Agent",
"model": "gpt-4o",
"instructions": "You are an insurance claims intake agent. Verify identity, collect incident details, review coverage, send document upload links via visual IVR, and get verbal approval before submitting claims.",
"voiceEnabled": true,
"transcriber": { "provider": "deepgram", "model": "nova-2-conversationalai" },
"voice": { "provider": "deepgram", "voiceId": "aura-2-thalia-en" },
"voiceApprovalEnabled": true,
"voiceApprovalMode": "blocking",
"visualIvrEnabled": true,
"visualIvrBaseUrl": "https://claims.example.com/upload",
"visualIvrAutoSms": true,
"complianceConsentEnabled": true,
"callerAuthEnabled": true,
"callerAuthType": "dob",
"holdEnabled": true,
"sentimentEscalationEnabled": true,
"dynamicPaceEnabled": true,
"pronunciationDictEnabled": true,
"recordingEnabled": true
}'