60-Day Check-In

Two months in, this call checks how the plan's been treating them. Same idea as the 30-day call: find out if anything's gone sideways (a bill, a claim, a question about drugs) and get it handled, or just hear that everything's fine and let them go. A quick check-in, no pushing.

It's part of the Retention Journey, the set of templates that follow a member through their first year. It comes after the 30-Day Check-In. In the template picker, this one's called MA 60-Day Check-In.

In the messages below, anything in brackets fills in for each member: [First name], [AI name] (whatever you've named your AI employee), [Agency], [Agency phone] (your number), [Carrier], and [Agent name] (the member's agent).

At a glance

How people get in

The campaign comes with an automation that adds members 60 days after their effective date, as long as their policy status is Active.

Heads up: date automations are checked once a night. They don't go back and catch people whose date already passed. So if you turn this on late, anyone already past the 60-day mark won't get picked up. You can always add them yourself.

What the AI says

The campaign comes with three AI employees.

Daytime calls (the main one)

The call opens with:

Hi is this [First name]?

The moment they answer, the AI says:

Yeah hey this is [AI name], calling from [Agent name]'s team at [Agency]. Oh and this is a recorded line. But yeah I'm just calling 'cuz its been a couple months since your [Carrier] plan started and I wanted to check-in, you know, see how it's been treatin' you. Have you had any issues or questions?

This isn't a survey. The vibe is basically: how's the new plan, everything working? Cool, if anything breaks just call us. From there it follows where they go:

• Everything's good. It probes once, in case they forgot something: "Oh ok awesome. Well while I have you here, is there anything you'd like me to pass on to [Agent name]?" If they say no, it believes them and wraps up.
• They have a question about coverage, copays, or drug tiers. It checks the plan highlights first, then looks it up, and answers on the spot.
• They have a problem, like a surprise bill or a denied claim. It validates first ("Man, yeah I'd be frustrated too."), never guesses at an explanation, and never promises it'll get paid. It logs an inquiry for your team and says: "Ok yeah I wanna make sure we get you the exact right answer on this. I'm gonna have the team look into it and give you a call back, alright?"
• They want their agent, or want to talk about bigger plan changes. It doesn't do plan comparisons itself. It books a time with your team, or transfers them, depending on what they ask for.

Before it says goodbye, it checks if there's anything else. After an escalation, that sounds like: "Alright, the team is gonna dig into that and let you know. Anything else I can help with?"

Once they're done, the goodbye:

Ok nice. Well yeah, we'll keep an eye on things for you. And if anything pops up on your end, you can always give me a call at this number twenty four seven.

A few rules it always follows: it never tells the member to call their carrier (you handle it for them), never asks about their health or medical history, and never pitches other products. It also never guesses at a billing explanation and never promises a bill will get paid, only that your team will look into it.

After hours

When members call back after hours, the after-hours employee picks up. It's upfront that the team's gone for the day. When a member calls back, right after the greeting it says:

Hey thanks for calling [Agency], this is [AI name], the virtual assistant on a recorded line. The team has actually headed home for the day, but I'm here to see if I can help you out. What's going on?

It answers plan questions on the spot when it can. For a billing or claims problem, or if they want to talk to [Agent name], it logs an inquiry if needed and books a callback during business hours. It asks for their ZIP code if it's not on file, pulls real open times, and lets them pick. It never asks what time they want. The goodbye:

Ok nice. Well yeah, have a great rest of your evening, and if anything else pops up you can always call me back at this number twenty four seven.

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the call, the appointment callback employee confirms it's the right person, checks that now still works, and transfers them to your team (or books a new time if now's not good). If they've got one quick coverage question, it answers it, then gets them over to the team. If they'd rather drop it, it lets them go: "yeah no I totally get it, we can just leave it for now"

The cadence

Day 1: Call

Text, a couple of minutes before the call:

Hey [First name], this is [AI name] from [Agent name]'s team at [Agency]. I am going to give you a quick call in a couple minutes. Just a friendly check-in on how your [Carrier] plan has been working. Nothing urgent.

No voicemail. If they don't pick up:

Hey [First name], this is [AI name] from [Agent name]'s team. Tried to catch you for a quick check-in on your [Carrier] plan. No rush, we will try again in a couple days. Text back anytime if you have questions.

Day 2: Call

Text, a couple of minutes before the call:

Hey [First name], [AI name] again. Going to try you in a couple minutes. Just want to make sure your [Carrier] plan has been working alright.

Voicemail if they don't pick up:

Hey [First name], it's [AI name] calling from [Agent name]'s team over at [Agency] - just doing a quick check-in on your [Carrier] plan since it's been about two months. Nothing urgent, just wanted to see how it's going and if anything's come up. Give me a ring back whenever you get a sec. Thanks. Bye bye.

Then this text:

Missed you again, [First name]. No worries, we will give it one more shot in a few days. If you want to pass anything along to [Agent name], just text or call me here.

Day 4: Call

Text, a couple of minutes before the call:

Hey [First name], last try from me. Going to give you a quick ring in a bit. Just a check-in on your [Carrier] plan.

Same voicemail as Day 2. If they still don't pick up, they get one last text and the journey ends:

Hey [First name], could not catch you this round, that is totally fine. Just wanted to make sure your [Carrier] plan has been working alright. If anything ever comes up, text this number or give us a ring anytime. [Agent name] and the team have got you.

How each call works

• If they talk it through with the AI, they're done.
• If they ask to cancel, are confused about their policy, or say a package never showed up, they're done too. The journey ends marked as escalated.
• If they don't pick up, ask to be called later, or the call drops right away, they move to the next call.
• If they book an appointment, get transferred, or the AI logs an inquiry, the journey ends right there.
• If it's a wrong number or a bad number, or they ask not to be called, they're stopped right away.

Before you turn it on

• Escalations. In Employees > Escalations, point Transfer Call at a transfer destination and Book Appointment at an appointment configuration. The campaign can't be activated until both point somewhere. Inquiries need nothing, they show up in your Inbox and on the Inquiries page.
• Member data. The scripts need first and last name, carrier, enrollment date, effective date, and agent name. Members missing any of that, or missing a phone number or time zone, get skipped. Plan highlights are optional but help the AI answer questions.
• SMS registration. Texts don't send until your number is registered (10DLC). See SMS and RCS Registration.
• Timing. Calls and texts only go out during your business hours and between 8 AM and 9 PM in the member's time zone. See Business Hours and Holidays.
• Test it. Call yourself first. See Test Your Campaign.
• Activate. A new campaign starts as a Draft. Nobody's contacted until you click Activate on the Overview tab.

Text version

There's also a text-only version: 60-Day Check-In Text. Pick one. If you run both, members hear from you twice.

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 step to edit it. See Pulse.
• Who gets in and when: the Automations tab. See Automations Explained.