For Insurance Agents ·
What you'll accomplish
By the end of this guide, you'll have Otter.ai set up to automatically transcribe your client calls, summarize the key points, and give you clean notes you can paste into your AMS or CRM in under 2 minutes — instead of writing from memory for 15–20 minutes after every call.
What you'll need
Open a browser and go to otter.ai. Click Get started for free. Sign up with Google, Apple, or your email. You'll land on your Otter dashboard.
What you should see: A clean dashboard with "My Conversations" and a red record button at the top.
Troubleshooting: If you sign up with Google, use the same Google account you use for Gmail so they stay connected.
On your phone, search "Otter.ai" in the App Store (iPhone) or Google Play (Android) and install it. Log in with the same account.
What you should see: The same dashboard as the web version, with a large microphone/record button at the bottom.
Why this matters: The phone app lets you transcribe in-person client meetings or phone calls placed on speakerphone.
If you use Zoom for client video calls, Otter integrates directly. In Otter.ai web, go to Settings → Calendar → connect your Google or Outlook calendar. Then go to Settings → Zoom Integration → click Connect. Log into Zoom when prompted and approve access.
What you should see: Otter confirms "Zoom is connected." From now on, Otter automatically joins your Zoom meetings as a silent participant and transcribes them.
Troubleshooting: If Otter doesn't auto-join a meeting, check that the calendar integration found the meeting and that your Zoom host settings allow external meeting participants.
For a phone call: Put the client on speakerphone. Open the Otter.ai app on the same phone (or a second device). Tap the red Record button. Otter listens and transcribes in real time.
When the call ends, tap Stop. Otter saves and processes the transcription (takes 1–3 minutes for a 30-minute call).
What you should see: A full text transcript of the call, with speaker identification (it labels "Speaker 1" and "Speaker 2" — you can rename these to your name and the client's name).
Open the completed transcription. Click Summary at the top. Otter AI generates a bulleted summary of the key points, action items, and topics discussed.
Copy the summary. Open your AMS (Applied Epic, HawkSoft, EZLynx) or CRM. Navigate to the client's record. Paste the summary into the notes field and add any context Otter missed.
What you should see: A clean, accurate 5–8 bullet summary of the entire call — ready to paste.
In your AMS, add one line above the Otter summary: "Call notes generated via AI transcription tool (Otter.ai) and reviewed for accuracy." This documents that the notes exist AND that a human reviewed them — important for errors & omissions coverage.
After you have an Otter transcript, use these in ChatGPT to clean up the notes:
For a new prospect call:
Format these call notes as a CRM entry for a prospect call. Include: contact info mentioned, coverage interests, price sensitivity, objections, and next step agreed on. [Paste transcript or summary]
For a claims call:
Format these call notes as a claims documentation entry. Include: date of incident, what the client reported, what documents they're gathering, and my action items. [Paste transcript]
For a renewal call:
Format these notes as a renewal review entry: coverage reviewed, premium change discussed, client reaction, and whether we're re-shopping or keeping current carrier. [Paste summary]