AI Roleplay + Workflow Training Demo for Insurance | P&C, Medicare, Contact Centers - Roleplay Only

Insurance contact centers have a training problem that conversation-only tools can't reach. Agents aren't having a conversation alone. They're talking while searching a support desk tool or a CRM like Salesforce, validating a plan, checking a benefit, and staying inside a handle-time target. The part where those two things happen at the same time is the part nobody is training for.

This demo walks through one Medicare member services call end to end in Outdoo, with both halves scored. The same structure applies across P&C and health: first notice of loss, coverage verification, policy servicing and endorsements, enrollment and benefits questions, pharmacy, and claims. What changes is the system path and the scorecard, not the approach.

The Scenario

A 70-year-old Medicare member in North Carolina has lost her insurance card. She's polite but anxious, gets edgy if she has to repeat herself or if the agent goes quiet, and what convinces her is a clear answer, including information she won't like. One detail sharpens it: she has a cardiology appointment on Thursday, and the physical card takes seven to ten business days. That turns "order a card" into a judgment call.

What You’ll See

How the agent is built, the persona and objections loaded into her, and the scorecard she's evaluated against: empathy, HIPAA compliance, plain-language translation, and efficiency. She isn't reading from a branch tree. If the agent handles the address question well she softens; if they go silent hunting through Salesforce, she gets edgy.

Then the full call. She can't find her member ID, so the agent identifies her by name and date of birth instead. She mentions she moved house in July, which changes where the card is mailed. When the digital card is offered she says she has no email on her phone and no printer, so the agent reads out her member ID for her to write down.

It closes on the scoring: the conversation scorecard alongside the workflow score, which steps were completed and in what order, whether HIPAA validation happened before anything was disclosed, and time per step and total for the AHT signal. When an agent is slow, that shows whether they were fumbling in Salesforce or over-explaining, which are different coaching conversations.

Built for insurance contact centers measured on AHT, FCR, and quality and compliance adherence.

All member data shown is fabricated and runs in a demo environment.