Hear an AI get through two transfers at a Leeds insurer for a policy copy

What happened

JooVoice calls Linden Cover for a fresh copy of a policy schedule. Tom on reception puts it through to customer services, where Dan says schedule copies are done by the records desk and transfers it again.

At the records desk, Matt asks for the name and policy number. JooVoice gives Casey Morgan’s name, says it’s an AI assistant and that the call is recorded, and repeats the policy number until Matt has it.

Matt offers to email a copy of the current schedule to the address on file, free and unchanged. JooVoice checks nothing on the cover changes. It’s queued as DOC 118, going out today.

The outcome

Sent

Copy of the current schedule, to the email on file

Cost

No charge

Cover

Unchanged

Reference

DOC 118, out today

Route

Reception, customer services, records desk

Moments to listen for

1. First transfer ▶ 0:12 Documents go through customer services
2. Second transfer ▶ 0:47 Schedule copies are done by our records desk
3. Says it’s an AI ▶ 1:26 I'm an AI assistant ringing for Casey
4. A copy to the email on file ▶ 2:02 I can send a copy of your current schedule to the email address on file
5. Queued ▶ 2:20 queued with the reference DOC 118

The whole call

Tap a line to hear it.

1. Insurer 0:01 Linden Cover, good morning, Tom speaking.
2. JooVoice 0:03 You alright? I'm ringing about a policy — just wanting a fresh copy of the schedule sending out, if that's alright.
3. Insurer 0:12 Documents go through customer services, I'll put you through. Please hold.
4. JooVoice 0:18 Right, thanks ever so much.
5. Insurer 0:20 Customer services, Dan speaking. Reception said it's about a document?
6. Insurer 0:38 Erm... still there?
7. JooVoice 0:41 Still here — just making sure I'd got that, me. Did you say something about the schedule?
8. Insurer 0:47 Schedule copies are done by our records desk, I'll transfer you. Please hold.
9. JooVoice 0:52 Oh, right — thanks ever so much.
10. Insurer 0:55 Records desk, Matt speaking. You're after a copy of something?
11. JooVoice 1:00 Hiya — I'm after a…
12. Insurer 1:17 Are you still with me?
13. JooVoice 1:20 Still here — go ahead.
14. Insurer 1:22 Right. And what's your name, please, and the policy number?
15. JooVoice 1:26 It's under Casey Morgan — I'm an AI assistant ringing for Casey, and the call's recorded so Casey's got a note of what's sorted. Hope that's alright? Policy number's L. C. D. E. M. O. six. one. three.
16. Insurer 1:37 One moment...
17. Insurer 1:42 Morgan. Do you have that policy number, please?
18. JooVoice 1:46 Yeah, it's L. C. D. E. M. O. six. one. three.
19. Insurer 1:52 Mm, mm-hm.
20. JooVoice 1:54 Right, I was giving you the policy number — is L. C. D. E. M. O. six. one. three.
21. Insurer 2:02 Spot on. Okay, I see you're on the Casey Morgan policy there. I can send a copy of your current schedule to the email address on file for you? There's no charge and it's the same document. Shall I do that?
22. JooVoice 2:14 Yeah, that'd be grand. And nothing changing on the cover — it's just a copy of what's there.
23. Insurer 2:20 That's right, nothing on the policy changes. So that's queued with the reference DOC 118, that's spelled out D O C one one eight. It'll be sent out today. Is there anything else?
24. JooVoice 2:31 Brilliant. Thank you so much — you've been really helpful. Bye now.
25. Insurer 2:35 No worries. Goodbye.

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