--- name: al-665-let-a-voice-agent-take-high-volume-benefit-and-claim-call description: "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. Use when the user wants help with high-volume benefit verification voice agent (customer support) for a small business." --- # 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 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. ## Inputs to collect first Ask the user for anything below that they haven't already given you. Don't guess missing facts. - Dental/other benefits - Phone/IVR - Calls/year - Benefits eligibility, claims, payments ## Instructions Do the task below with the user's inputs in place of each [bracket]. 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. ## Safety checks (share these with the user) - 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. - 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". - Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed. ## About this skill - Works with: Sierra (or similar voice/customer AI), ChatGPT, Claude, your benefits/claims systems - Based on this real-world example: https://www.guardianlife.com/news/release/guardian-partners-with-sierra-to-simplify-service-interactions-and-enhance-customer-experiences - Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-665-let-a-voice-agent-take-high-volume-benefit-and-claim-calls-s/ - To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/