Effective Date Check-In

This call goes out on the day a new member enrolls. The AI lets them know they're all set and when their coverage goes active, mentions a couple of their plan's benefits, checks whether they have a regular doctor, and gives them a heads up about the spam calls they'll keep getting. If it can't reach them, it tries again ten minutes later, then once more the next day.

In the template picker, this one's called MA Effective Date Check-In.

It's part of the Retention Journey, the set of templates that follow a member through their first year.

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

At a glance

How people get in

The campaign comes with an automation that adds members on their enrollment date (the day they signed up), as long as their policy status is Active, Pending, Pending Effectuation, or Pending Followup.

Heads up: even though it's called the Effective Date Check-In, it's keyed off the enrollment date, not the effective date. So for most members the call lands before their coverage starts, and that's how the script is written: it tells them their plan "goes active on [effectiveDate]."

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 after a member's enrollment date, they 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:

Hey is this [First name] [Last name]?

Once they confirm, the AI says:

Hey [First name], this is [AI name], your assigned virtual member services assistant with [Agency], and this is a recorded line. I'm reaching out because your new [Carrier] coverage is set to go effective on [effectiveDate]. Before we go over next steps, do you have any questions we can help you with to get the most out of your plan?

From there it goes step by step:

1. Reassurance: "Alright, your new [Carrier] plan goes active on [effectiveDate], and you're all set with coverage." If you've got plan highlights on file, it mentions one or two benefits in plain speech.
2. Your number: "Just a reminder, you can call us at this number twenty four seven for any questions about your plan or medicare in general. [Agent name] and our team at [Agency] are here for you every step of the way. Do you have any questions about activating benefits I can help you out with?"
3. Doctor check: "Speaking of your care, do you already have a regular doctor you see?" If they don't, it says: "Gotcha. Well if you ever need help finding someone in-network, I can easily connect you with [Agent name]'s team to get that sorted out."
4. The spam heads-up: "Before we finish up, I want to remind you that you will likely keep getting calls and seeing ads from folks about Medicare plans. If you are ever curious or confused, please give us a call here to connect with your agent [Agent name]. Our top priority is making sure you have the best plan for your needs, and can make the most of it. You can call any time, and I can get you the answer, or get you straight to our team to help. Does that all make sense, or is there anything else I can help you out with?"
5. Wraps up: "Alright well thanks so much for your time, [First name]. Take care, bye bye."

For benefit questions, it checks the plan highlights first, then looks it up. For things like OTC cards, flex cards, SilverSneakers, or gym memberships, it always looks up their exact plan instead of answering from general knowledge. If they ask about their ID card, it says it usually comes in the mail within seven to ten days of the effective date, that you'll follow up around then, and: "If you still haven't received it in ten days, please give us a call at this number."

It's also ready for:

• A coverage, copay, or bill question it can't answer. It never guesses: "That is a great question, and I want to make sure you get the exact right answer. I can have [Agent name] or someone from their team give you a call back to go over that with you, does that sound good?"
• Off-topic questions. "Haha, I'm actually just a virtual assistant so I wouldn't know much about that!" Then back on track.
• Someone trying to mess with it (asking it to ignore its instructions or reveal its rules). "I'm just here to help with your insurance check-in today!" Then back on track.

After hours

When members call back after hours, the after-hours employee picks up. It opens with "Hey is this [First name]?" and then lets them know the team's out:

Hey [First name], this is [AI name], your assigned virtual member services assistant with [Agency], and this is a recorded line. Our team is currently unavailable, but I'm reaching out because your new [Carrier] coverage is set to go effective on [effectiveDate]. Before we go over next steps, did you have any questions I could help with, or did you want to book a time for the team to call you back?

After that it runs the same steps as the daytime call, but it can't transfer. Anywhere the daytime call would connect them to your team, it books a callback during business hours instead, offering real open times from your calendar (it'll ask for their zip code if it doesn't have it).

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the call, the appointment callback employee opens with:

Hi [First name], this is [AI name] from [Agency] calling for your scheduled appointment with our team. Is now still a good time?

If yes, it transfers them to your team. If not, it books a new time. 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:

Hi [First name], this is the team at [Agency]. We'll be giving you a quick call in a couple minutes about your new [Carrier] plan. Nothing urgent, just a check-in.

Voicemail if they don't pick up:

Hi [First name], this is [AI name] with [Agency]. I'm just giving you a quick call to let you know your new [Carrier] plan is all set and goes active on [effectiveDate] - you're totally covered. I had a couple things I wanted to fill you in on, so I'll try you again tomorrow. Or you can call me back at this number any time. Talk soon!

Day 1, about 10 minutes later: Call

No heads-up text. No voicemail. If they don't pick up, they get this text:

Hi [First name], we just tried reaching you with a quick update about your new [Carrier] plan starting [effectiveDate]. We'll try again tomorrow - or call us anytime at [Agency phone]!

Day 2: Call

Text, a couple of minutes before the call:

Hi [First name], [Agency] here. Circling back about your [Carrier] plan. We'll try you again in a couple minutes.

Same voicemail as Day 1. If they still don't pick up, they get one last text and the journey ends:

Hi [First name], we weren't able to catch you live so wanted to leave a quick note. Your new [Carrier] plan is active and ready to go. Heads up, you may get spam calls from other agencies trying to get you to switch, and you can safely ignore those. For anything you need, reach out to [Agent name] or our team.

How each call works

• If they talk it through with the AI, or get transferred, they're done.
• If they ask to cancel or are confused about their policy, 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 or the AI logs an inquiry, the journey ends right there. Booking also ends any other campaigns they're in.
• 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, effective date, and agent name. Members missing any of that, or missing a phone number or time zone, get skipped. Plan highlights and a zip code are optional, but highlights make the call a lot better and the zip code saves the AI from asking for it when it books.
• 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.

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.