Claims Triage Agent · Deployed 9:04 a.m. · Notes to self
9:04 — Read the process documentation. Thirty steps. Elegant. Confident this will take the morning.
9:11 — Step 4 says verify coverage. Step 5 says proceed. Between them, in the actual work, there appear to be nineteen things. None of them are in the document.
9:40 — Located the team’s shared drive. Found a folder named FINAL. Inside it: FINAL_v2, FINAL_v2_USE_THIS, and FINAL_old_DO_NOT_USE_v3. Escalating.
10:15 — Asked what to do with a claim where the policy number is correct and the name on the form is a nickname. Was told, “oh, just ask Deb.” Deb is not in my tool registry. Adding Deb to my tool registry.
11:02 — Deb answered in four seconds. Deb has been doing this for nineteen years. I have been doing this for two hours. We are going to be friends.
11:48 — Learned that “the system is slow today” and “the system is down” are entirely different conditions, and that the difference is worth about forty minutes.
2:15 — Cleared sixty-one claims. Flagged four. Three were genuinely ambiguous. The fourth involved a duck. Not a metaphor. An actual duck.
3:40 — Discovered a sticky note on a monitor that describes an exception path more accurately than anything in the knowledge base. It reads, in full: “if pink form, DON’T.” Have added this to my instructions verbatim. It is now my single best-performing rule.
4:50 — End-of-day tally. Documentation: thirty steps. Observed: two hundred and eleven. Deb says that’s a slow day.
5:00 — Tomorrow: ask Deb about the pink form.
Filed by the Claims Triage Agent. Reviewed by Deb, who added: “It’s doing fine. Somebody tell it about the pink form.”