AEP Renewals Outreach

A simple AEP campaign that tells your current Medicare members open enrollment is coming, then gets them to a licensed agent to look over next year.

This one's a pretty simple AEP push. The AI calls your current Medicare members, lets them know open enrollment is coming up and that things like premiums and drug tiers can shift around, then offers to grab a licensed agent from your team right there on the call. If it's after hours, it books a time instead.

Heads up, this is not the same thing as AEP Renewals 2027. That's a separate campaign built around this year's plan crosswalk, where each member gets a color and the AI talks about their actual plan changes. This one doesn't know anything about a member's specific plan changes. It's the same general check-in for everybody.

In the template picker, this one's called MA AEP Renewals Outreach.

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], [Carrier], and [Agent name] (their assigned agent, or "your agent" if there isn't one).

At a glance


Who it's for	Your current Medicare members, ahead of the December 7 deadline
Goal	Get them on the phone with a licensed agent to look over next year
How people get in	You add them
Calls	Up to 7
Texts	Up to 13
Runs for	58 days
Escalations	Transfer, appointment, inquiry (and the AI can look up plan benefits)

How people get in

There's no automation, so you add people yourself. See Add Customers to a Campaign. If you'd rather have people added automatically, you can set up your own automation on the Automations tab. See Automations Explained.

Timing matters on this one. The texts mention AEP ending December 7, and the last call is on Day 58. So if you add someone after October 11, their last few steps land after the deadline. Also, the AI says open enrollment is "coming up," which fits best if you start before October 15.

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] [Last name]?

Once they confirm, the AI says:

Oh hey, I'm [AI name] from [Agent name]'s team at [Agency]. Oh and this line is recorded, but yeah I was just calling about your [Carrier] plan. Do you have a quick sec?

Then it checks if they know AEP is happening:

So did you know that open enrollment is coming up?

If they don't know what that is, it keeps it short and waits for them to get it before moving on:

Oh gotcha, yeah it's basically just a window every year where you can change up your Medicare coverage if you want to.

If they already knew, it says:

Oh great so I'm sure you've heard that things like premiums and drug tiers can shift around a bit, right?

Either way, it lands on the pitch:

You know what, how about I go grab a licensed agent from our team to quickly look over everything for you? Any reason you couldn't do that?

It only asks once. Pretty much any answer that isn't a clear no ("yeah," "sure," "no I can do that") counts as a yes, and the AI says "Okay cool, let me just grab them for you real quick. Hold on just a sec." and transfers the call.

If they'd rather stay where they are, that's totally fine. It asks if they have your number just in case, reads it off if they want it, and says bye.

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

"I'm at work." "Oh man, my bad for catching you at work! Did you want us to just give you a shout later?"
"How'd you get my number?" or "Is this a scam?" It answers casually: "Oh, we work right alongside [Carrier] so we're just checking in on your plan!" If they're still not having it, it lets them go. No pushing.
"Do you work with my agent?" "Yeah, I work right alongside [Agent name], just helping out with some calls today."
Specific drug or medical questions. It tells them a licensed agent is the right person for that and offers the transfer.
"Are you a robot?" It's honest: "Yeah, I'm [AI name], just a voice assistant helping [Agency] reach out to folks. But yeah, did you want me to grab a licensed agent for you?"
"Take me off your list." "You got it, I'll make sure we get your number off our list. Have a good one!" Then it ends the call.

After hours

When a member calls back after hours, this employee picks up. It knows they're returning a missed call, so it opens with "Oh hey, yeah thanks for calling back," introduces itself, and runs the same AEP check-in. The difference is the pitch:

You know what, our agents are done for the day, but how about I set up a quick time for a licensed agent to look over everything for you? Any reason you couldn't do that?

There's no transfer after hours. It books a time instead, then wraps up: "Alright you're all set. You'll get a call from one of our licensed agents at that time. Have a good one!" If they're busy, it offers to set up a time that works better. If they don't want to book, it offers your number and lets them go.

Appointment callbacks

At the booked time, this employee makes the callback. It opens with "Hey is this [First name] [Last name]?", says it's calling from [Agent name]'s team at [Agency], mentions the line is recorded, and reminds them they had a callback scheduled to go over their Medicare options before the enrollment deadline. Then it checks that now still works and transfers them to a licensed agent.

If now's bad, it rebooks and makes the new time feel locked in. If someone else picks up and [First name] isn't around, it rebooks too. It doesn't try to answer plan questions itself, that's what the agent is for. If they say they already switched plans or don't need help anymore, it wraps up without pushing the transfer.