ID Card Check-In

Two weeks after a member enrolls, the AI calls to ask one simple thing: did your ID card show up? If it did, great. If it didn't, the AI calms them down (they're still covered) and points them to the carrier's portal for a digital card. Then it covers their start date, their doctor, and any prescription questions. It's a quick check-in, not a sales call.

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], [AI name] (whatever you've named your AI employee), [Agency], [Carrier], and [effectiveDate] (the date their coverage starts).

In the template picker, this one's called MA ID Card Check-In.

At a glance

How people get in

The campaign comes with an automation that adds members 14 days after their enrollment date, as long as their policy status is Active, Pending, Pending Followup, or Pending Effectuation.

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 14-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:

Hey is this [First name]?

Once they confirm, the AI mentions the recorded line, says it's doing a quick check-in, and asks if they got their member ID card from the carrier.

• If they got it, it says great and asks if the welcome kit came too.
• If they didn't, it reassures them. Cards can take up to 15 business days to arrive during busy enrollment periods, they're still enrolled and covered, and they can usually pull up a temporary digital card on the carrier's member portal or app.

Then it goes through next steps, one at a time:

1. Start date. It reminds them of their effective date, that the card won't work until then, and to bring the card to medical and pharmacy visits once coverage starts.
2. Doctor and prescriptions. It checks whether they know who their primary care provider is, then asks if they have questions about their prescriptions.
3. Open floor. It gives them a heads up about the next touchpoint ("we'll check in again around your effective date just to see how everything's going"), then asks if they have any general questions about their plan or benefits.

For benefit questions, it checks the plan highlights first, then looks it up. It can book an appointment too (it asks for their ZIP code first if it doesn't have one). When they're out of questions, it lets them know that's all it had for them today, thanks them, and tells them they can call back at this number anytime.

After hours

This one handles after-hours callbacks, both when the AI calls back someone who tried to reach you after hours and when a member calls in after hours. It lets them know the office is closed and then the name of the game is booking a callback with your team during business hours.

It grabs their ZIP code if it doesn't have one, pulls real open times, and offers those specific times instead of asking what time they'd like. Once they pick one, it confirms the callback time and wraps up. It can answer a quick benefit question along the way, but booking the callback is the main job.

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).

The cadence

Day 1: Call

Text, a couple of minutes before the call:

Hi [First name], this is [AI name] from [Agency]. Just a quick check-in on your new [Carrier] plan - giving you a ring in a few minutes.

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

Hi [First name], just missed you. I'll try you back soon about your new [Carrier] plan.

Day 1, about 3 hours later: Call

Text, a few minutes before the call:

Hi [First name], [AI name] from [Agency] circling back about your new [Carrier] plan. Calling in a few minutes.

Voicemail if they don't pick up:

Hi [First name], this is [AI name] calling from [Agency]. We're just reaching out to check in on your new [Carrier] coverage and make sure you received your member ID card. There's no issue with your account, we just want to make sure you have everything you need before your coverage starts. You can give us a call back at this number whenever you have a free minute. Have a great day!

Then this text:

Hi [First name], missed you again. I'll try once more in a bit.

Day 2: Call

Text, a few minutes before the call:

Hi [First name], last try from me - quick check-in on your new [Carrier] plan starting [effectiveDate]. If we keep missing each other, text or call us back at this number anytime with questions.

No voicemail. If they still don't pick up, they get one last text and the journey ends:

All good, [First name]. Your [Carrier] plan kicks in [effectiveDate]. Text or call us anytime if you have questions before or after that.

How each call works

• If they talk it through with the AI (whether or not the card showed up), they're done.
• If they ask to cancel, haven't gotten their package, 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, 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.
• 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.