Summarize insurance claims calls with Azure OpenAI
An insurer uses an Azure OpenAI solution to summarize claims calls so agents spend less time on notes.
Oct 25, 2026
Summarize this claims call: caller need, policy and claim details mentioned, actions taken, next steps. Use only what was said. [transcript]
How to use it
1. Transcribe calls with a speech service 2. Send transcripts to an Azure OpenAI model 3. Use a fixed summary format 4. Show the summary to the agent to edit 5. Save to the claims system 6. Audit a sample of summaries regularly
Result
About 4 minutes saved per call; 56,000 hours a year across 840,000 calls. Example: Input: a 10-minute call transcript. Output: a 5-field summary.
Tips and gotchas
Human review: Handler confirms summary. Pitfall: Custom build, not an off-the-shelf tool. Privacy: Policyholder data must stay in your approved environment. Tools listed as Other: Azure OpenAI. Best for: Claims operations, IT teams (Advanced). Time saved basis: Sourced.
www.microsoft.com
https://www.microsoft.com/en-us/microsoft-cloud/blog/2025/07/24/ai-powered-success-with-1000-stories-of-customer-transformation-and-innovation/