Let a voice agent take high-volume benefit and claim calls so people only handle the cases that need judgment: verify dental benefits, take payments, and answer claim status around the clock: AI agent prompt
On Nov 5, 2026, Guardian Life announced a multi-year partnership with Sierra to put AI agents on some of its highest-volume service interactions: roughly 1 million dental benefit verification calls a year, plus payment processing and claim status inquiries. Guardian's Chief Strategy Officer Michael Prestileo said the goal is to simplify everyday interactions so colleagues can focus on moments when human judgment and connection matter most. Sierra CEO Bret Taylor framed the aim as customers getting answers any time of day without sitting on hold to check a claim or confirm dental benefits. The release does not publish latency, containment, or CSAT targets. The prompt below helps you scope a similar high-volume insurance or benefits voice agent with clear handoff rules, even if you use another platform.
The prompt
Design a high-volume benefits voice agent for my team. Context: [dental/other benefits], channel: [phone/IVR], volume goal: [calls/year], systems: [benefits eligibility, claims, payments]. Rules: never invent coverage; read only from our systems of record; escalate identity failures, disputes, and medical advice to a person. 1) List the top 12 intents (benefit verify, remaining deductible, claim status, payment, provider in-network) and which ones the agent may complete vs must transfer. 2) Write the opening script, identity check steps, and a short refusal when the caller asks for clinical advice. 3) Define handoff packets the human receives (intent, verified member id, last 3 turns, open claim numbers). 4) Give a 2-week pilot plan: which call types to start with, what to measure (containment, transfer rate, average handle time, wrong-answer rate), and a kill switch if wrong-answer rate rises. Do not move money or change coverage without a human confirm step I specify.
Fill in the blanks, then copy
This prompt has 4 [bracket]s to fill in. Type your details below and the prompt updates as you go. Your answers stay in this browser and are reused on other prompts with the same blanks. Nothing is sent to us.
Example values are fictional, just to show how a filled-in prompt reads. Replace them with your real details.How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (use the fill-in-the-blanks box above, which remembers your answers for the next prompt).
- Paste it into Sierra (or similar voice/customer AI), ChatGPT, Claude and review the answer before you use it.
Works with: Sierra (or similar voice/customer AI), ChatGPT, Claude, your benefits/claims systems
Real-world example: guardianlife.com/news/release/guardian-partners-with-sierra-to-simplif
Before you use it: what to check
Already built into this prompt
- Rules: never invent coverage; read only from our systems of record; escalate identity failures, disputes, and medical advice to a person.
- Do not move money or change coverage without a human confirm step I specify.
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
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