Mid-Year Check-In

Halfway through the year is a pretty good time to find out how a plan is really working. Six months in, members know what they've used, what cost more than they expected, and what they gave up on. This campaign calls every active member on July 28 to hear about it while there's still time to do something.

It has two jobs. First, find out if the plan's actually been working. Second, let them know their agent will be back in touch in the fall when next year's plans come out. That second part is one sentence near the end, no big build-up. Nothing's being sold or changed. It's one of the stops on the year-round Retention Journey, and it sets up the Pre-AEP Call in September.

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 July 28 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] over at [Agency], calling about your plan. 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 since you're about halfway through the plan year now.

Then it gives them room to talk:

Ok so you've had the plan about six months now, how's it been working out for you?

From there it asks a couple more questions, skipping anything they already covered:

• What they've used: "Gotcha. And have you had to use it much? Like doctors or prescriptions or anything?" The AI is listening for friction: a surprise bill, a drug that got expensive, a referral that was hard to get, something they skipped because of cost.
• Health changes: "Ok. And any changes in your health or prescriptions or doctors since the start of the year?" Anything here gets noted for the fall review, even small stuff.

Then the one-sentence fall heads-up:

Ok good. So just so you know, [Agent name] will reach back out in the fall when next year's plan information comes out, just to go over anything that's changing.

Last, it asks if there's anything they want to ask their agent. If so, it logs it and offers a time with their agent, or a transfer if they want it now. It wraps up by reminding them they can call or text this number anytime.

Anything specific they share gets logged as an inquiry, with the details, not a summary.

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

• "What's my plan going to look like next year?" Nothing's published until early October, and it won't guess. Their agent reviews it the moment it comes out.
• "I want to change plans now." It doesn't explain the rules or suggest they might qualify for anything. It notes what they want and gets them to their agent.
• A bill they didn't expect. It doesn't try to explain the charge. It gets the details and routes it to their agent.
• "I haven't really used it." Totally fine. If the plan highlights on file name any benefits, it might mention them once. Never a pitch.
• "Are you a robot?" "I'm a virtual assistant, I help [Agent name] check in with clients."

After hours

Same call, same questions, but this one runs when nobody on your team is around to take the call live. If the member needs something, it takes down the details, lets them know nobody's at their desk right now, and makes sure their agent follows up.

Appointment callbacks

If someone booked a time, this employee makes the callback. It introduces itself, mentions the call is recorded, reminds them they had a callback scheduled about their [Carrier] plan, checks that now still works, and transfers them to their agent. 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] - giving you a quick ring in a minute to see how your [Carrier] plan's been going this year. Nothing you need to do.

Voicemail if they don't pick up:

Hi [First name], it's [AI name] calling from [Agency]. We're about halfway through the plan year, so we're checking in to hear how your [Carrier] plan has actually been working for you. If you've used it more than you expected, or something cost more than you figured it would, that's good for us to know. Give us a call back at [Agency phone] whenever you get a minute.

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

Looks like we caught you at a bad time. Nothing urgent, we just wanted to hear how your [Carrier] plan has held up these last six months. We'll try you again soon.

Day 4: Call

Text, a few minutes before the call:

Sorry we missed you earlier, we're going to try you again here in a minute or two. Just want to hear how the plan's worked out for you so far. Won't keep you long.

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

Day 4: Text (if we didn't reach them)

That's alright, we'll catch you another time. If anything comes up with your [Carrier] plan, call us at [Agency phone] and we'll take care of it. We'll check in again down the road.

After that, the journey ends.

How each call works

• If they finish the check-in with the AI, they're done.
• 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 July 28.

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.