Pre-AEP Call

Every fall your members get buried in Medicare mail and TV ads. This campaign gets to them first. On September 8, the AI calls every active member to give them a heads-up: final plan details come out in early October, and their agent is going to keep an eye out for changes or better options. It also asks about any health, prescription, or doctor changes so the agent has them for the fall review.

No selling, no plan changes. It's basically a quick check-in so your members hear from you before they hear from everybody else. It's one of the stops on the year-round Retention Journey.

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 September 8 every year. On that day, everyone on your book with a policy status of Active, Placed, Pending, Pending Effectuation, or Pending Followup gets added. That's it, 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:

Hey is this [First name]?

Once they confirm, the AI says:

Oh great hey [First name] thanks, so uh [Agent name] asked me to reach out because the Annual Enrollment Period is coming up soon and I just have a few things to share with you.

Then it gets to the point:

Ok yeah so I'm calling just to give you a heads up that final health insurance plan details come out in early October and [Agent name]'s going to be keeping an eye out for any changes or better options for you, and they uh, they wanted me to see if you had any changes or questions or anything?

From there it runs through a few quick questions, skipping anything the member already brought up:

• Health, prescriptions, and doctors: "Ok gotcha yeah so have you had any changes in your health, prescriptions, or doctors this past year?"
• How the plan's going: "Gotcha. And are you happy with your [Carrier] plan?" If they say "it's fine," it lightly asks "Just fine?"
• Anything for their agent: "Ok good to hear. Is there anything you wanted to speak with [Agent name] about, or that they can help you with at this time?" If they want to talk to their agent now, it can transfer them or book a time.

Anything they share gets logged as an inquiry so the agent has it for the October review. Then it wraps up by letting them know their agent will review the new plan details in early October and call if anything changes, and that they can call or text this number anytime.

The point of the call is the heads-up. If the member only has patience for one thing, the AI makes sure they walk away knowing their agent is on it.

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

• "What's my plan going to cost next year?" It explains that final details and pricing don't come out until early October, and their agent will review everything when it drops.
• "I want to switch plans now." It notes what they want or books a time with their agent. Annual Enrollment opens in the fall for coverage starting January 1st.
• "Are you a robot?" It's straight with them: "Yeah I'm an AI assistant helping [Agent name] check in with clients before Annual Enrollment."
• "Is this a telemarketer?" It mentions their agent, your agency, and their current plan, and explains this is just an annual prep check-in.
• Confused or overwhelmed. It reassures them they're covered right now, their agent is watching next year, and there's nothing to worry about.

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 wants to talk to their agent, it lets them know nobody's at their desk right now and makes sure the agent follows up.

Appointment callbacks

If someone booked a time, this employee makes the callback. It opens with "Hey is this [First name]?", reminds them it's the callback they scheduled about their [Carrier] plan, mentions the call is recorded, 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] - [AI name] is gonna give you a quick ring in a minute. Nothing's wrong, just a fall check-in on your [Carrier] plan.

Voicemail if they don't pick up:

Hi [First name], it's [AI name] with [Agency]. Nothing's wrong, I just wanted to check in with you before all the Medicare mailers and TV ads start up this fall. There's nothing you need to do with any of that, and we're keeping an eye on your coverage for you. If you'd like to talk anything through, we're at [Agency phone], and we'll catch you another time.

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

Just missed you, no worries at all. [Agent name] wanted to check in before the Medicare mail and TV ads start up. We'll try you again soon.

Day 3: Call

Text, a few minutes before the call:

[First name], couldn't catch you last time. Trying you again in a couple minutes, still just a quick check-in before the Medicare mail starts showing up. Nothing you need to do.

No voicemail.

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

Sorry we keep missing each other. Nothing urgent on our end, so whenever you've got a minute we're at [Agency phone]. We'll try you once more.

Day 5: Call

Text, a few minutes before the call:

One more try from [Agency] coming your way in a minute. Quick call, no rush and nothing to decide.

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 line up our schedules this round, all good. If a question pops up on your [Carrier] plan, or the mail piles up and you want a hand sorting it, we're at [Agency phone].

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 September 8.

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.