Campaign Brief
Everything the AEP Renewals 2027 campaign says and when, across every AI employee, text, and voicemail, for each color.
This is the full playbook for the AEP Renewals 2027 campaign: what the AI says on the phone, every text and voicemail, and when each one goes out for Red, Yellow, and Green members. Use it to know exactly what your members are hearing, or as a starting point if you want to change something.
In the messages below, anything in brackets fills in for each member: [First name], [AI name] (whatever you've named your AI employee), [Agency], and [Carrier].
At a glance
| Red | Yellow | Green | |
|---|---|---|---|
| Who | Plan ending, leaving their county, splitting, or unconfirmed | Moving plans, or costs, benefits, or star rating changing | No changes that matter |
| Goal | Help them pick a new plan | Walk them through what's changing | Friendly check-in, no pushing |
| Calls | Up to 12 | Up to 8 | 2 |
| Texts | Up to 12 | Up to 9 | 5 |
| Runs for | 64 days | 64 days | 54 days |
"Day 1" is the day someone starts the campaign, so a member you add on October 15 gets their Day 10 call on October 24. No matter when someone starts, everyone still in the campaign is taken out automatically on December 8, the day after open enrollment closes, so nothing goes out after AEP ends. Members without a color tag follow the Yellow path.
How every call works
- A heads-up text goes out a few minutes before some of the calls, so the member knows who's calling. Other texts go out on their own between calls.
- If they don't pick up, the AI leaves the voicemail for that step.
- If they book an appointment, get transferred, or the AI logs an inquiry, they're done. The journey ends right there.
- If they talk to the AI but don't take the next step (for example they're not interested, or everything's fine), they're done too. No more calls.
- If we can't reach them (no answer, voicemail, "call me later" without booking, or the call drops right away), they move to the next step.
- If they hang up on the AI, it's a wrong number, or they ask not to be called, they're stopped right away.
The AI employees
The campaign comes with three AI employees. They all read the member's plan change fields before every call.
Daytime calls (the main one)
The call opens with:
Hi this is Alex calling about your Humana Medicare Plan. Is Linda Taylor available?
Once they confirm, the AI picks one of four openers based on the member's plan summary:
For plans that are ending, leaving the member's county, or splitting:
Hey Linda thanks so I'm Alex I work with Premier Health we're the servicing agency for your Humana health plan and uh I'm calling you on a recorded line today just to let you know it looks like your Humana plan won't be renewed for 2027, so you'll need to choose a new plan... I've got a team of agents I can transfer you to who can help find you a new plan just like last year... so yeah I just wanted to see if you've got a couple minutes to speak with them now?
For premium, deductible, or out-of-pocket increases, lost benefits, a move to a new plan, or a lower star rating:
Hey Linda thanks so I'm Alex I work with Premier Health we're the servicing agency for your Humana health plan and uh I'm calling you on a recorded line today just to let you know there are some notable changes coming to your Humana plan for 2027... I've got a team of agents I can transfer you to who can walk through what's changing and check your options... so yeah I just wanted to see if you've got a couple minutes to speak with them now?
For Green members:
Hey Linda thanks so I'm Alex I work with Premier Health we're the servicing agency for your Humana health plan and uh I'm calling you on a recorded line today with a quick update: your plan is continuing for 2027 with no major changes, so things look pretty steady. Just wanted to check in and see if you had any questions about your coverage, or if you wanted to review your options with an agent?
If they say they're good, the AI wraps up: "Awesome, that's what we like to hear. Have a wonderful day. Bye bye." No transfer pitch.
If the summary is missing or unclear, the AI falls back to a general AEP check-in:
...I'm calling you on a recorded line today because it's that time of year when Medicare plans update for 2027... I've got a team of agents I can transfer you to who can review your options just like last year... so yeah I just wanted to see if you've got a couple minutes to speak with them now?
If they say yes, the AI says "Ok hold on just a sec I'm gonna get an agent on the line for you. One sec." and transfers the call to your team.
If they're busy, or nobody's free to take the transfer, the AI asks "No worries I gotcha. When would be a good time for us to call back?" Then it checks your calendar, offers two or three times, and books one.
It's also ready for the stuff people say on these calls:
- "Take me off your list." It says "Got it no problem I'll take you off the list." and ends the call.
- "Are you a robot?" It's honest: "Yeah, I'm an AI assistant with Premier Health, but I work alongside our licensed human agents."
- "I already have an agent." It explains that you're the servicing agency on file and just wanted to make sure they had the update. No pushing.
- "I got a letter about this." It connects the dots to their Annual Notice of Change and offers to have an agent walk through it.
- "Are you trying to sell me something?" "No, we're just your servicing agency checking in with an update on your 2027 coverage to make sure you're taken care of."
- Questions about costs, doctors, or drugs. It shares the main change in one sentence, then offers to connect them with an agent for the details.
After hours
When members call back after hours, the after-hours employee handles it. Same idea, same plan-specific opener, but nobody's around to take a live transfer. So instead of a transfer, it books a time on your calendar, or logs an inquiry for your team if it can't. Green members who are happy just get a warm goodbye.
Appointment callbacks
When an appointment comes up, what happens depends on your appointment configuration. If it's set to Phone Call (AI agent), the appointment callback employee calls the member at that time, confirms it's still good, and transfers them to your team (or books a new time if now's not good). If it's set to Phone Call (agent-initiated), the AI stays out of it and your agent gets a prompt to call the member themselves.
The cadence
Red members have to pick a new plan, so this is the most persistent path. It mixes calls and texts all the way through, and picks up to every other day in the final stretch before December 7.
Day 1: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. Heads up, your [Carrier] health insurance plan won't be renewing for 2027, so you'll need to pick a new one to keep your coverage going. I'll give you a quick call in a few minutes so we can help you find one.
Voicemail if they don't pick up:
Hi [First name], this is [AI name] from [Agency] calling about your [Carrier] coverage. So uh, I wanted to let you know it looks like your plan won't be renewed for 2027, so you'll need to choose a new one to keep your coverage going in January. The good news is we've got agents who can help you find a good fit, just like last year. Anyways, give us a call back at this number when you get a chance. Thanks. Bye bye.
Day 3: Text
Hi [First name], it's [AI name]. Sorry I missed you the other day! Quick recap: your [Carrier] health insurance plan is ending this year, so you'll want to pick a new one before open enrollment closes December 7th to make sure you're covered come next year. We can help you compare options, just reply here with a good time.
Day 5: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] again from [Agency]. Just trying to reach you about your [Carrier] plan not renewing for 2027. We want to make sure you've got coverage lined up for January, so give us a call back at this number when you've got a few minutes. Thanks. Bye bye.
Day 10: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency] again. I'll give you a quick call in a few minutes about replacing your [Carrier] health insurance plan for 2027. If now's not a good time, just reply here with a better one.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency], checking in about your [Carrier] plan ending this year. We'd love to help you find a new plan for 2027, but uh, if you've already got it handled, just let us know and we'll stop reaching out. Give us a call back at this number. Thanks. Bye bye.
Day 15: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name]. Trying you again in a few minutes about your [Carrier] health insurance plan ending this year. If you'd rather text, just reply here.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency], checking in about your [Carrier] plan ending this year. We'd love to help you find a new plan for 2027, but uh, if you've already got it handled, just let us know and we'll stop reaching out. Give us a call back at this number. Thanks. Bye bye.
Day 17: Text
Hi [First name], just checking in. Would you like one of our agents to help you pick a new health insurance plan for 2027, or would you rather handle it yourself this year? If you've already got something lined up, just let us know and we'll stop reaching out. Thanks!
Day 24: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. Still want to make sure you've got a new health insurance plan lined up for January since your [Carrier] plan isn't renewing. I'll give you a quick call in a few minutes, or reply here with a good time.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency], checking in about your [Carrier] plan ending this year. We'd love to help you find a new plan for 2027, but uh, if you've already got it handled, just let us know and we'll stop reaching out. Give us a call back at this number. Thanks. Bye bye.
Day 31: Text
Hi [First name], in case it's helpful, our agents can check that your doctors and prescriptions are covered under a new plan before you switch, so there are no surprises in January. Just reply "review" and we'll set up a time.
Day 38: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. We've reached out a few times about your [Carrier] health insurance plan ending this year and want to make sure you're not left without coverage. I'll give you a call in a few minutes, or reply here with a good time.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency], checking in about your [Carrier] plan ending this year. We'd love to help you find a new plan for 2027, but uh, if you've already got it handled, just let us know and we'll stop reaching out. Give us a call back at this number. Thanks. Bye bye.
Day 45: Text
Hi [First name], we haven't been able to connect yet, so just a heads up: if a new plan isn't picked by December 7th, you could end up without the coverage you're used to in January. We're happy to help, just reply here and we'll find a time that works.
Day 50: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. Open enrollment closes December 7th and your [Carrier] health insurance plan isn't renewing, so we want to get you set up with a new one before then. I'll call in a few minutes.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. So uh, open enrollment closes December 7th, and since your [Carrier] plan isn't renewing for 2027, we really want to get you set up with a new one before then. Call us back at this number and we'll get you over to an agent. Thanks. Bye bye.
Day 52: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] again from [Agency]. Just a reminder that your [Carrier] plan ends this year and open enrollment closes December 7th. Give us a call back at this number so we can make sure you're covered in January. Thanks. Bye bye.
Day 54: Text
Hi [First name], quick reminder that open enrollment closes December 7th and your [Carrier] health insurance plan ends this year. Reply here with a good time and we'll help you get a new plan lined up for January.
Day 56: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. So uh, open enrollment closes December 7th, and since your [Carrier] plan isn't renewing for 2027, we really want to get you set up with a new one before then. Call us back at this number and we'll get you over to an agent. Thanks. Bye bye.
Day 58: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] again from [Agency]. Just a reminder that your [Carrier] plan ends this year and open enrollment closes December 7th. Give us a call back at this number so we can make sure you're covered in January. Thanks. Bye bye.
Day 60: Text
Hi [First name], it's [AI name]. We're getting down to the last days of open enrollment, and we still want to make sure you've got coverage for January. Just reply here, even if it's only to let us know you're all set. Thanks!
Day 62: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. So uh, open enrollment closes December 7th, and since your [Carrier] plan isn't renewing for 2027, we really want to get you set up with a new one before then. Call us back at this number and we'll get you over to an agent. Thanks. Bye bye.
Day 64: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. Open enrollment is just about over, and we still haven't been able to help you replace your [Carrier] plan for 2027. If you call us back at this number, we'll do everything we can to get you covered. Thanks. Bye bye.
After Day 64, the journey ends.
Yellow members have changes worth a conversation, but they aren't losing their plan, so the touches are spaced out more.
Day 1: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. We looked over your [Carrier] health insurance plan for 2027 and there are some notable changes coming you should know about. I'll give you a quick call in a few minutes to walk you through what that means for you.
Voicemail if they don't pick up:
Hi [First name], this is [AI name] from [Agency] calling about your [Carrier] coverage. So uh, we looked over your plan for 2027 and there are some notable changes coming that could affect things like your costs, your benefits, or your doctors. Nothing to panic about, but we'd love to walk you through it and make sure it still works for you. Anyways, give us a call back at this number whenever you've got a few minutes. Thanks. Bye bye.
Day 3: Text
Hi [First name], it's [AI name]. Sorry I missed you the other day! Quick recap: your [Carrier] health insurance plan is sticking around for 2027, but there are some notable changes that could affect things like your costs, benefits, or doctors. If you do nothing you'll stay on it with the changes, so it's worth a quick look. Just reply here with a good time and we'll walk you through it.
Day 5: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] again from [Agency]. Just trying to catch you about the changes coming to your [Carrier] plan for 2027. Whenever you've got a few minutes, give us a call back at this number and we'll get you over to an agent who can walk you through it. Thanks. Bye bye.
Day 11: Text
Hi [First name], just a quick follow up on the changes coming to your [Carrier] health insurance plan for 2027. Would you like one of our agents to go over them with you, or would you rather handle it yourself this year? Either answer is totally fine, just reply here and let us know. Thanks!
Day 16: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency] again. I'll give you a quick call in a few minutes about the 2027 changes to your [Carrier] health insurance plan. If now's not great, just reply here with a better time.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. I wanted to try you again about the changes coming to your [Carrier] plan for 2027. We'd love to help you look at your options, but uh, if you'd rather handle it yourself this year, that's totally fine too. Either way, give us a call back at this number and let us know. Thanks. Bye bye.
Day 18: Text
Hi [First name], it's [AI name]. In case it's helpful, one of our agents can check whether your doctors and prescriptions are still covered under your [Carrier] plan for 2027, and compare it with what else is out there. It usually doesn't take long. Just reply "review" and we'll set up a time.
Day 29: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. Still wanted to make sure someone walks you through the 2027 changes to your [Carrier] health insurance plan. I'll give you a call in a few minutes, or reply here with a good time to chat.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency], just checking in on your [Carrier] plan for 2027. With the changes coming, we want to make sure you've had a chance to go over everything. Anyways, give us a call back at this number whenever works for you. Thanks. Bye bye.
Day 43: Text
Hi [First name], we've reached out a few times about the changes to your [Carrier] health insurance plan for 2027 and haven't heard back, so just checking in. If you've already got it sorted, no worries at all, just let us know. And if you'd still like to go over it, reply here and we'll find a time.
Day 50: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] from [Agency]. Open enrollment closes December 7th, so we're coming up on the last stretch to make changes to your [Carrier] health insurance plan for 2027. I'll give you a call in a few minutes, or reply here with a good time.
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. So uh, open enrollment closes December 7th, and I wanted to try you again about the changes to your [Carrier] plan for 2027. If you'd like an agent to go over your options before then, give us a call back at this number. Thanks. Bye bye.
Day 53: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] again from [Agency]. Just a reminder that open enrollment wraps up December 7th. If you want to talk through the changes to your [Carrier] plan with an agent, call us back at this number and we'll get you taken care of. Thanks. Bye bye.
Day 57: Text
Hi [First name], quick reminder that open enrollment closes December 7th. If you want an agent to go over the 2027 changes to your [Carrier] health insurance plan before then, just reply here and we'll get you on the calendar. Thanks!
Day 60: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. So uh, open enrollment closes December 7th, and I wanted to try you again about the changes to your [Carrier] plan for 2027. If you'd like an agent to go over your options before then, give us a call back at this number. Thanks. Bye bye.
Day 64: Call
Voicemail if they don't pick up:
Hi [First name], it's [AI name] from [Agency]. Open enrollment is just about wrapped up, so this is my last try about the changes to your [Carrier] plan for 2027. If you'd still like to go over it with an agent, give us a call back at this number. Thanks. Bye bye.
After Day 64, the journey ends.
Green members are fine, so this path is mostly texts with two light-touch calls. The AI doesn't push a transfer on anyone who's happy.
Day 1: Call
Text, a few minutes before the call:
Hi [First name], this is [AI name] from [Agency]. Good news, we looked over your [Carrier] health insurance plan for 2027 and we're not seeing any major changes. I'll give you a quick call in a few minutes to fill you in.
Voicemail if they don't pick up:
Hi [First name], this is [AI name] from [Agency] calling about your [Carrier] coverage. We've got good news uh, we looked over your plan for 2027 and we're not seeing any major changes, so if you've been happy with it you're totally good to stay on it. But uh, also if you're curious, we're more than happy to look at other plans and see if there's something better out there, but yeah you're all set either way. Anyways feel free to call us back at this number if you'd like to chat. Thanks. Bye bye.
Day 3: Text
Hi [First name], it's [AI name]. Sorry I missed you the other day! Quick recap: we reviewed your [Carrier] plan for 2027 and nothing major is changing, so if you're happy with it, there's nothing you need to do. That said, new plans come out every year, so if you'd ever like us to see if there's a better fit, just reply here and we'll set up a time.
Day 24: Call
Text, a few minutes before the call:
Hi [First name], it's [AI name] again. Just wanted to extend the offer to look at other health insurance plans for 2027 with you, totally optional since your [Carrier] plan isn't changing too much. I'll give you a quick call in a few minutes, or reply here if there's a better time to chat or if you're feeling good where you are. Thanks!
Voicemail if they don't pick up:
Hi [First name], it's [AI name] again from [Agency]. Just wanted to extend the offer to take a look at other plans for 2027 with you. No pressure at all, your [Carrier] plan isn't changing much, so you're good to go either way. If you'd like to take a look, give us a call back at this number. Thanks. Bye bye.
Day 26: Text
Hi [First name], just another reminder that your [Carrier] health insurance plan is staying about the same for 2027 and you're welcome to keep it. If you're curious whether another plan could cover your doctors or prescriptions for less, we're happy to compare. Just reply "review" and we'll find a time.
Day 54: Text
Hi [First name], it's [AI name]. We reached out a few times and haven't heard from you, so I'm hoping that means you're all set and feeling good about your [Carrier] plan. Just a heads up that the window to make changes does close December 7th, so if you did want to look at other options, sooner is better. Just reply here and we'll set up a time.
After the last text, the journey ends.
Changing any of this
- What the AI says on calls: the Employees tab. See Edit Your AI with Employees.
- Texts, voicemails, and timing: the Pulse tab. Click any call or text step to edit it. See Pulse, or Edit Your Pulse with an LLM for bigger changes.
- Where transfers go and which calendar gets booked: Employees > Escalations. See setting up your escalations.