AEP Renewals 2027
Turn your Plan Crosswalk into warm transfers and booked appointments with the AEP Renewals 2027 campaign, step by step.
It's that time of year when plans drop, things get crazy, and you're left trying to make sense of it all. This year, careCycle is here to help you book those appointments and get in front of the people who need you most.
Here's the idea. We check your whole Medicare book against next year's plans (that's the Plan Crosswalk). Then the AEP Renewals 2027 campaign calls your members, tells each one what's actually changing with their plan, and gets them on the phone with your team or on your calendar.
TL;DR
- Request your crosswalk from the Plan Crosswalk tab on the Policies page. We'll reach out to get you set up.
- Wait for "Your crosswalk is in" in the sidebar, then look over who needs a call.
- Click Add to campaign on your results. This creates your AEP Renewals 2027 campaign and fills in everything the AI needs.
- Set up your escalations: where transfers go and which calendar gets booked.
- Review the cadence, the texts, and the voicemails.
- Click Activate and you're good to go!
Jump to
| If you want to... | Go to |
|---|---|
| Follow the full setup, step by step | Getting started |
| Understand Red, Yellow, and Green | How it works |
| See what the AI says on calls | What the campaign says |
| Set up transfers, appointments, and inquiries | Setting up your escalations |
| See when calls and texts go out | The cadence |
| Know when calls start after you activate | What happens after you activate |
| Get a quick answer | Common questions |
| Read every script, text, and voicemail | Campaign Brief |
| Dig into the crosswalk data | Plan Crosswalk |
| Use your own crosswalk data | Bring Your Own Crosswalk |
Already using careCycle?
This guide assumes your account is set up: your team is invited, your business hours are in, and your book is imported. If you're brand new, start with Set Up Your Agency and come back here.
Bringing your own crosswalk to the party?
Already have plan change data from somewhere else? You can still use the AEP Renewals 2027 campaign, it just takes a little more setup. See Bring Your Own Crosswalk.
Getting started
Sign in
Head to app.carecycle.ai. You'll need to be an Owner or Admin to request the crosswalk.
Request your crosswalk
Click the Plans are changing card at the bottom left of the sidebar, or go to Policies and click the Plan Crosswalk tab. Then click Request your 2027 crosswalk.
The crosswalk is billed at $1 per Medicare member we check. We'll reach out within one business day to get you set up.
Look over your results
When your crosswalk is ready, the sidebar card changes to Your crosswalk is in. Click it to see who needs a call, why, and what's happening to their plan. See reading your results.
Click Add to campaign
On your results page, click Add to campaign. Pick the colors you want to call (Red and Yellow are checked by default) and confirm.
This does three things at once: it creates your AEP Renewals 2027 campaign as a draft, adds those members to it, and writes each member's plan changes onto their record so the AI knows what to say. Nobody gets called yet.
Review the script
Open the campaign from Campaigns and go to the Employees tab. Ask careCycle to walk you through the call and make any tweaks you want. See the Campaign Brief for everything it says, and Edit Your AI with Employees for how to change it.
Set up your escalations
In the Employees tab, click Escalations and pick where transfers go and which calendar appointments get booked on. The campaign can't be turned on until you do. See setting up your escalations.
Review the cadence
Check the Pulse tab to see when we call and text each color. See the cadence below.
Activate
Go to the Overview tab, open the status menu, and click Activate. During your business hours, calls start within a few minutes. See what happens after you activate.
How it works
Every member you add gets a color from the crosswalk, and the color decides both the path they go down and the conversation they get.
| Color | Who's in it | What the AI is going for |
|---|---|---|
| Red | Plan ending, leaving their county, splitting, or unconfirmed | Get them to an agent now, because they have to pick a new plan. |
| Yellow | Moving to a new plan, or costs, benefits, or star rating changing | Get them to an agent to walk through what's changing. |
| Green | No changes that matter | A friendly check-in. If they're happy, it wraps up. No pushing. |
The happy path is the same for everybody: the AI tells the member what's changing, offers to connect them with one of your licensed agents right now, and if they're busy (or nobody's free), books a time for your team to call them back.
How the AI knows what to say
When you click Add to campaign, we fill in two fields on every member: Plan Changes 2027 (a one or two sentence summary) and Plan Changes 2027 Details (every change we found). The AI reads both before every call. For example:
Starting January 1, 2027, the monthly premium for your plan, Sunshine Advantage (HMO), is going up from $0 to $38.
It picks its opener based on that summary, then uses the details to answer questions. It always sticks to the main change in one plain sentence, never reads plan codes or lists of numbers out loud, and leaves plan comparisons, doctors, and drugs to your licensed agents. See what gets written to your members for every version of the summary.
What the campaign says
Here's the short version. The AI opens with "Hi this is Alex calling about your Humana Medicare Plan. Is Linda Taylor available?" Then, based on the member's plan summary, it tells them their plan is ending, that there are notable changes coming, or (for Green) that things look steady. From there it offers to connect them with one of your licensed agents right now, and if they're busy, it books a time on your calendar.
The campaign comes with three AI employees (daytime calls, after-hours calls, and appointment callbacks), plus texts between calls and a voicemail on every call.
Read the full Campaign Brief
Every opener, objection, text, and voicemail, and exactly when each one goes out for Red, Yellow, and Green.
Setting up your escalations
Escalations are what the AI does during the call. This campaign uses three, and the first two have to be set up before you can turn it on.
Transfers: where calls go
When a member says yes to talking with someone, the AI transfers them to a transfer destination. That could be a single number, a group of agents on the careCycle softphone, or a smarter routing setup that sends each member to their own agent.
- In the Employees tab, click Escalations.
- Find the scenarios set to Transfer Call and pick your destination.
- Click Save changes.
Don't have a destination yet? Click Manage in the menu to make one, or read Transfer Destinations.
Set up a fallback on your transfer destination. If nobody picks up, the AI can book an appointment instead of losing the call.
Appointments: your calendar
When a member's busy, the AI books a callback on an appointment configuration. That's where you set which days and hours are open, how long each slot is, and how many people can book the same time. Your appointment configuration also decides who makes the call at the booked time: the AI (Phone Call (AI agent)), which calls the member and transfers them to your team, or your agent (Phone Call (agent-initiated)), who gets a prompt to dial them from the softphone. If you go with the AI, the configuration needs a transfer destination too.
Same place: Employees > Escalations, pick your appointment configuration on the Book Appointment rows, then Save changes. See Appointment Settings to build one.
AEP is busy. Limit your calendar's date range to the enrollment window and make sure you've got enough slots for the volume you're about to call.
Inquiries: who follows up
If the AI can't book or transfer, or a member has a question it can't answer, it logs an inquiry for your team. Each inquiry lands in your Inbox and on the Inquiries page, and the member's assigned agent gets a notification.
So the big thing here is making sure every member actually has an assigned agent. That's what Customer Assignments are for (Settings > CRM Settings > Customer Assignments). Members without one still show up on the Inquiries page, but nobody gets pinged about them.
You can also tell the AI which inquiries matter most. On the Inquiries page, click Priority rules to sort situations from Urgent to Routine. See Handle Inquiries.
The cadence
The campaign's Pulse sends each member down their color's path, based on the
AEP 2027 plan changes tag the crosswalk gave them.
| Red | Yellow | Green | |
|---|---|---|---|
| Calls | Up to 12 | Up to 8 | 2 |
| Texts | Up to 12 | Up to 9 | 5 |
| Runs for | 64 days | 64 days | 54 days |
Red is the most persistent, mixing calls and texts and picking up to every other day in the final stretch before December 7. Yellow is spaced out more. Green is mostly texts with two light-touch calls. The Campaign Brief has every step, word for word.
A few things happen automatically, no matter what the cadence says:
-
On December 8, the day after open enrollment closes, everyone still in the campaign is taken out, so nothing goes out after AEP ends.
-
If the AI books an appointment, transfers the call, or logs an inquiry, the member's journey ends right there. They won't get the next call.
-
Booking an appointment ends every campaign that member is in, not just this one.
-
If they ask to be taken off the list, they're stopped right away.
Want to change the cadence? Open the Pulse tab. You can edit it by hand, or have an AI like Claude or ChatGPT do the heavy lifting. See Edit Your Pulse with an LLM.
Keep the color routing intact. The Pulse decides who goes where by reading the
three AEP 2027 plan changes tags, so if you rebuild it, make sure Red,
Yellow, and Green each still have a branch.
What happens after you activate
Everyone you added starts right away, as long as you're inside your business hours and it's between 8 AM and 9 PM for the member. Texts go out within seconds and calls start within a few minutes. Outside those hours, everyone waits and goes out as soon as you open.
Big lists ramp up instead of all firing at once. If you want to control how many calls run at the same time, set Max concurrent calls on the Overview tab.
For the full picture, see How Campaigns Run.
Common questions
How do I change what the AI says?
Open the Employees tab and tell careCycle what you want in plain English. It'll propose the change, you can test it in a simulation, and then apply it. See Edit Your AI with Employees.
How do I change when it transfers?
Same place. Ask careCycle in the Employees tab, for example "only offer the transfer to Red members" or "offer an appointment first instead of a transfer," and it'll rework the call to match. You can also change which situations transfer under Escalations.
How do I change where calls get transferred?
In Employees > Escalations, pick a different transfer destination on the Transfer Call rows and click Save changes. To change who a destination rings, edit it in Transfer Destinations.
How do I change how often people get called or texted?
In the Pulse tab. Add or remove calls, change the waits, or rewrite the texts. See Pulse and Edit Your Pulse with an LLM.
Should I add my Green members?
Up to you. They don't technically need anything, but a quick "your plan looks good, any questions?" call is a nice touch and sometimes turns up someone who wants to shop anyway. The AI won't push them.
Can I add more members later?
Yep. Click Add to campaign again from your crosswalk and pick more colors. If we re-run your crosswalk, use the newest one: anyone whose color changed gets moved to their new path automatically.
Where can I see the crosswalk data?
On the Plan Crosswalk tab under Policies, and in the ZIP you get from Download call lists. Each member's summary is also on their customer profile in the Plan Changes 2027 fields. See Plan Crosswalk.
Someone isn't getting called. Why?
The usual reasons: no phone number, no time zone or state on file, they're on Do Not Call, or it's outside your hours. See Why Wasn't My Customer Called?