Use Microsoft Teams AI to Summarize Calls and Recorded Statements

What This Does

Teams AI Companion automatically transcribes your recorded statements, policyholder calls, and team meetings, then generates a summary with key points and action items — so you spend less time typing contact logs and more time working claims.

Before You Start

• You have Microsoft Teams installed and your carrier uses Microsoft 365
• You have a Microsoft 365 Copilot license (check with IT — your carrier may already have this)
• Your meeting is scheduled in Teams (not a phone call or Zoom)
• Note: You must inform all participants that the call is being recorded and transcribed

Steps

1. Enable Transcription in Your Meeting

Open your Teams meeting. Look for the three-dot menu (More actions) in the meeting toolbar at the top. Click it and select Start transcription. A banner will appear notifying all participants that transcription has started. This is required — all parties must know they're being transcribed.

What you should see: A small microphone icon with a checkmark appears in the meeting toolbar, and a notification bar shows "Transcription is on."

Troubleshooting: If you don't see "Start transcription" in the menu, your organization may not have it enabled. Contact your IT department — they can turn on transcription for your account.

2. Run Your Call Normally

Conduct your recorded statement, policyholder call, or team meeting as you normally would. The AI is capturing everything in the background. You can focus on the conversation instead of note-taking.

3. Access the AI Recap After the Meeting

After the meeting ends, open the Teams chat for that meeting or go to your Teams calendar and click on the completed meeting. Select the Recap tab. You'll see: full transcript, AI-generated summary, and key action items automatically identified.

What you should see: A panel with three tabs — Recap, Transcript, and Chapters. The Recap tab shows bullet-point highlights and any follow-up items Teams AI detected.

4. Pull Out What You Need

From the Recap tab, copy the AI summary and action items. Paste them into your claims system contact log as a starting point. Edit to add your professional assessment and remove any AI-generated items that aren't relevant to the claim.

Troubleshooting: If the summary missed something important, click on the Transcript tab and search for the specific section. You can also ask Copilot directly in the chat: "What did the claimant say about prior medical treatment?"

Real Example

Scenario: You need to conduct a recorded statement with a claimant about a kitchen fire. You schedule the call in Teams instead of on your direct line.

What you do: Start the Teams meeting, enable transcription before the claimant joins, conduct the 30-minute recorded statement.

What you get: After the call, Teams AI produces: a 5-bullet summary of the claimant's account, the key dates mentioned (date of loss, when fire department arrived, when they called the carrier), the extent of damage described, and a flagged action item: "Claimant mentioned they recently had electrical work done — verify with contractor."

Time saved: 15-20 minutes of typing contact log notes that you'd otherwise write from memory.

Tips

• Schedule all major claim calls as Teams meetings rather than direct phone calls to take advantage of transcription
• Tell policyholders at the start: "I'll be recording this call for accuracy — is that okay?" This is legally required and most people agree without issue
• The Copilot chat in Teams can answer follow-up questions about the transcript after the call: "What did the insured say about the cause of the fire?" saves re-reading the full transcript

Tool interfaces change — if a button has moved, look for similar AI/Copilot/Recap options in the meeting menu or your Teams calendar.