Mid-AEP Call

By November, next year's plan details are out and the mail is piling up. Most people haven't opened it. This campaign calls every active member on November 1 to ask one simple thing: have you had a chance to look over your plan changes for next year? If not, the AI gets them time with their agent before enrollment closes on December 7.

The AI isn't comparing plans or quoting prices. It's the reminder and the scheduler. And it never makes anyone feel behind, because "no, I haven't looked" is the normal answer. It's one of the stops on the year-round Retention Journey. If you want a campaign built around each member's specific plan changes this year, check out AEP Renewals 2027.

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

At a glance

How people get in

The campaign comes with an automation that fires on November 1 every year. On that day, everyone on your book with a policy status of Active, Placed, Pending, Pending Effectuation, or Pending Followup gets added. Once a year, everybody who matches.

You can also add people yourself anytime. See Add Customers to a Campaign.

What the AI says

The campaign comes with three AI employees: one for daytime calls, one for after hours, and one for appointment callbacks.

Daytime calls (the main one)

The call opens with:

Hi, it's [AI name] calling from [Agency]. Is this [First name]?

Once they confirm, the AI says:

Oh great hey [First name] thanks, so uh [Agent name] asked me to check in with you since we're right in the middle of the enrollment period.

Then the question the whole call is built around:

Ok yeah so your plan's information for next year came out already, and [Agent name] just wanted me to see whether you'd had a chance to look over any of your plan changes yet?

It waits for a real answer, then follows where they go:

• They haven't looked (the usual answer): "Yeah honestly most people haven't, there's a lot of mail this time of year. That's kinda what [Agent name]'s here for though." Then it books a time with their agent, or transfers them now if they'd rather knock it out.
• They looked and they're happy: It confirms they're set and asks if anything changed with their health, prescriptions, or doctors.
• They looked and something worries them (a premium going up, a drug that moved, a doctor dropping): It doesn't try to solve it. It notes the details and gets them to their agent, by transfer if they'll take it now, otherwise by booking a time.
• They already handled it with someone else: It doesn't push back. It notes it so the agent knows.

If they're putting it off, the AI mentions the deadline once, and only once:

Yeah no rush or anything, the only thing is the window does close December seventh, so it's just easier to get it on the calendar now than in the first week of December.

It never implies they'll lose coverage. It wraps up with whatever got landed (the booked time, or that they can call or text this number anytime).

It's also ready for the stuff people say on these calls:

• "What changed on my plan?" It never guesses at a premium, copay, or drug tier. It says their agent has the actual details and gets them a time or a transfer.
• "Which plan should I pick?" That's a licensed conversation. It books or transfers.
• "Am I losing my plan?" It doesn't speculate. That's exactly what the agent reviews with them.
• "Are you a robot?" "I'm a virtual assistant helping [Agent name] check in with clients during enrollment."
• "Is this a telemarketer?" It mentions their agent, your agency, and their current plan. No getting defensive.
• Overwhelmed by the mail. It tells them they don't have to read any of it themselves. That's what the review is for.

After hours

Same call, same question, but this one runs when nobody on your team is around to take the call live. Instead of transferring, it takes notes and makes sure their agent follows up to go through everything before the window closes.

Appointment callbacks

If someone booked a time, this employee makes the callback. It reminds them they had a callback scheduled to go over their [Carrier] plan, checks that now still works, and transfers them to your team. If now's bad, it finds a new time on your calendar and books it.

The cadence

Day 1: Call

Text, a few minutes before the call:

Hey [First name], it's [Agency]. The plan info for next year is out, so we're giving you a ring in a minute to see if you've had a chance to look at yours. Quick one!

Voicemail if they don't pick up:

Hi [First name], it's [AI name] calling from [Agency]. The plan details for next year are out, and I wanted to see if you've had a chance to look over your [Carrier] plan. Most folks haven't gotten to it yet, so if that's you, you're in good company. Give us a ring at [Agency phone] whenever it's easy and [Agent name] can walk you through it.

Day 1: Text (if we didn't reach them)

Missed you just now, no worries. Just wanted to see if you'd looked over your [Carrier] plan for next year. We'll try you again soon.

Day 3: Call

Text, a few minutes before the call:

[First name], it's [Agency] again. Trying you in just a minute about your [Carrier] plan for next year. Nothing you need to do ahead of time.

No voicemail.

Day 3: Text (if we didn't reach them)

Sorry we keep missing each other. Enrollment runs through December 7, so there's plenty of time to sit down with [Agent name] and go through it. No rush from us.

Day 5: Call

Text, a few minutes before the call:

Hi [First name], one more try from us in a couple minutes about next year's plan details. If we miss you, we'll leave our number so you can catch us whenever.

Voicemail if they don't pick up: the same one as Day 1.

Day 5: Text (if we didn't reach them)

Looks like we couldn't catch you this round, and that's alright. Anytime a question pops up about your [Carrier] plan for next year, call us at [Agency phone] and we'll take care of it.

After that, the journey ends.

How each call works

• If they talk to the AI, they're done. No more calls.
• If they book an appointment, get transferred, or the AI logs an inquiry, they're done too.
• If we can't reach them (no answer, "call me later," or the call drops right away), they get the follow-up text and move to the next call.
• If it's a bad number, or they ask not to be called, they're stopped right away.

Calls and texts only go out during your business hours and between 8 AM and 9 PM in the member's time zone.

Before you turn it on

• Set up your 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 go to your Inbox and the Inquiries page automatically.
• Check your member data. The AI needs each member's first name, last name, assigned agent, carrier, and your agency name. People missing any of these get skipped, and so does anyone without a phone number or a time zone or state.
• Check your caller ID. Out of the box, this campaign calls from your agency's main number (the one your Receptionist answers), so make sure you have one. You can see this on the Phone Numbers tab: Use organization main number for outbound calls is switched on. Want it to call from its own number instead? Switch that off and add a number there (you can only change it while the campaign isn't active). See Managing Your Phone Numbers.
• Get SMS registration done so the texts can go out. See SMS and RCS Registration.
• Test it. See Test Your Campaign.
• Click Activate on the Overview tab before November 1.

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.
• Who gets in and on what date: the Automations tab. See Automations Explained.