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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.

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Voice Features Used

FeaturePurpose
Voice Approvals (HITL)Verbal confirmation before claim submission
Visual IVRSend document upload links to caller’s phone
Compliance & SecurityRecording consent for regulatory compliance
Caller AuthenticationVerify policyholder identity (name + DOB)
Sentiment EscalationTransfer frustrated claimants to a senior rep
Hold / ResumeHold while reviewing policy details
Call ExperienceDynamic pace, pronunciation dictionary

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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 sent

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Configuration

{
  "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"
  }
}

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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
  }'