Payment Errors

A missed premium payment can quietly turn into lost coverage. Most of the time the member has no idea anything went wrong. This campaign calls them, lets them know a recent payment didn't come through, and offers to get them on with your team to knock it out.

It's built as a neighborly check-in, not a collections call. The AI introduces itself as the member's "assigned member care specialist," keeps it short and supportive, and never takes payment info over the phone.

In the template picker, this one's called MA Payment Errors.

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], and [Carrier].

At a glance

How people get in

There's no automation on this one. You add people yourself. See Add Customers to a Campaign.

Who to add: members your carrier reports (or your own records) show with a premium payment that failed, bounced, or just never came in. The AI tells every person it reaches that "a recent payment didn't come through," so only add people where that's actually true.

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:

Hey is this [First name]?

Once they confirm, the AI introduces itself and checks they've got a second:

Ok cool so yeah I'm [AI name] I'm your assigned member care specialist with [Agency], oh and this is a recorded line. Do you have a quick sec?

Then it gives the reason:

sweet thanks, so I see here you've got a plan with [Carrier], and, and uh, I was giving you a call cuz it's showing that a recent payment didn't come through. You hear anything about that?

If they haven't paid, it offers to connect them:

oh yeah no worries at all. If you'd like, I can patch you through to someone who can help you knock this out right now.

If they say yes, it says "alright, hang tight for just a sec, I'm gonna go grab an agent. One sec." and transfers the call to your team.

If they say they already paid, it says "oh nice okay, my system's probably just a little behind then. well thanks for staying on top of it, let me go ahead and make a note here." and logs a note for your team.

Then it wraps up with "alright well, if anything else comes up you can always give us a call." It only gives your number if they ask.

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

• "What's the issue?" "Yeah so it's just showing that a recent payment didn't come through, so your coverage could be affected if it doesn't get sorted out."
• "Is this legit?" "oh yeah I totally get it. So yeah I'm not asking for any money or anything like that, I'm just calling to make sure you know about the payment and how to take care of it."
• Telemarketer or scam worries. It doesn't get defensive. It mentions your agency, their carrier, and the fact that it's not taking payment info, and lets them call you directly to verify.
• "Are you a robot?" "yeah so I'm actually an AI, but I've got your actual account pulled up right here so I can help out. is that ok?"
• They want to cancel, or have plan questions. It offers a transfer to your team. It never guesses on copays, doctors, prescriptions, or networks.
• They're busy. It asks "oh yeah for sure no worries, when works better for you?" and offers a callback at a better time. No squeezing in "one quick thing."
• Someone else answers. It asks for the member and doesn't discuss plan details with anyone else.

After hours

Same intro, same reason, but it lets them know the team is out of the office. Instead of a transfer, it offers a callback:

oh yeah no worries at all. So since the office is closed, I can just grab a time for someone to call you back during normal hours and help you knock this out.

It asks for their zip code if it doesn't have one, pulls real times from your calendar, offers them, and books the one they pick. It never asks "what time works for you?" before it's looked. Plan questions and busy members get a booked callback too. If they want to cancel, it doesn't try to save it, it just offers a callback with your team for the next business day.

Appointment callbacks

When an appointment comes up, this employee makes the callback. It opens with "Hi is this [First name]?" and then goes something like:

hey so yeah I'm [AI name] with [Agency], oh and this is a recorded line - but yeah we had a callback scheduled for you to go over your [Carrier] plan.

It checks they've got a quick sec, then says "alright, hang tight for just a sec, I'm gonna go grab an agent. One sec." and gets them on with your team. If now's bad, it pulls real times from your calendar (asking for their zip code if it needs to), lets them pick one, and confirms it. Plan questions go to the team, not the AI.

The cadence

Day 1: Call

Text, a few minutes before the call:

Hey [First name], we're gonna give you a quick ring in a couple mins about your [Carrier] plan. Nothing scary, just a quick check-in

Voicemail if they don't pick up:

Hey [First name] this is [AI name] over at [Agency]. I was just giving you a quick call today because I was looking at your [Carrier] plan, and it's showing that a recent payment didn't come through. I just wanted to give you a heads up so we can make sure your coverage doesn't get affected. Gimme a call back at this number whenever you get a chance. Thanks. Bye bye.

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

Hey [First name] - wasn't able to catch you just now, gonna try you back later soon. Quick thing about your [Carrier] plan

Day 1, about three hours later: Call

Text, a few minutes before the call:

Hey [First name], giving you another call in a few. Wanted to chat real quick about your [Carrier] plan, there's a payment thing I want to make sure you're in the loop on

No voicemail.

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

Hey [First name] it's [Agency] again. Still trying to catch you, your [Carrier] plan's got a payment that didn't come through and I wanna make sure you know about it. Will try calling once more tomorrow

Day 2: Call

Text, a few minutes before the call:

Hey [First name] - last try from us. Gonna ring you in a few about the missed payment on your [Carrier] plan.

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

Day 2: Text (if we didn't reach them)

Hey [First name], we've been trying to catch you. Quick heads up: your [Carrier] plan's showing a payment that didn't come through, and your coverage could be affected if it doesn't get sorted. Easiest fix is calling [Carrier] directly to make the payment, or call us back and we'll help you walk through it. Take care

After that, the journey ends.

How each call works

• If they get transferred, book an appointment, or the AI logs an inquiry, they're done. The journey ends right there. Booking an appointment ends all of that member's active campaigns.
• If they agree to pay or the call wraps up normally, they're done.
• If they need a human to follow up (they want to cancel, they're reluctant to pay, they're confused about the policy, or they can't afford it), they're done too, and your team takes it from there.
• If we can't reach them on Calls 2 or 3 (no answer, "call me later" without booking, or the call drops right away), they get the follow-up text and move to the next step. See the callout above for Call 1.
• If it's a bad number on Calls 2 or 3, 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.
• Fix Call 1's routing in the Pulse tab (see the callout above).
• Check your member data. The AI needs each member's first name, 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. It also uses their last name and effective date when they're there.
• 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, then add your members.

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 and Dispositions and Routing.
• Who gets in: you add people yourself. If you'd rather have them come in automatically, set it up on the Automations tab. See Automations Explained.