Medicare supplement calling playbook: inquiry blocks and review calls

The call block, in two shifts

Medigap calling is appointment work on a permissioned list. The block structure reflects that: fewer, better conversations, each anchored to a date the beneficiary cares about.

Morning, fresh request block. Quote requests and appointment requests sorted newest-first, with the request language on every row. This block fills the appointment calendar for the week.

Afternoon, book block. Client reviews at anniversaries, confirmations for tomorrow’s appointments, and comparison follow-ups for people holding materials. This block is retention and show rate, and it is the one that dies in a busy week. Protect it like an appointment, because it is one.

The calendar underneath both blocks is the Medigap year itself. Requests cluster around 65th birthdays, employer plan endings and the fall enrollment season, so the same desk that runs quiet in June runs hot in October. Plan capacity around that shape instead of fighting it: pre-season blocks get more staffing and the slower months become review-call and referrer-cultivation months. The firms that treat the calendar as an enemy end up calling tired lists in December; the firms that plan around it call warm requests in the windows when people actually want to talk about their coverage.

List hygiene

Load leads with name, phone, request language, submission date, consent date and the eligibility facts when known. The request language is doing legal and practical work at once: it defines what the person asked for and what the call may cover, so it stays on the record rather than in an inbox. Deduplicate by phone, because repeat submissions merge into one file.

Screen the internal do-not-call list before the block and refresh National Do Not Call Registry scrubbing at least every 31 days. Consumer calls run under 16 CFR 310.4(c) and 47 CFR 64.1200(c)(1), which hold solicitation calls to 8 a.m. through 9 p.m. local time at the called party’s location, and a revocation made by any reasonable means must be honored within a reasonable time not to exceed ten business days.

Attempt cadence

Five touches over two weeks, then park.

• Day 1: eligibility question, current coverage, appointment ask.
• Day 2: standardized comparison sent for the plans discussed.
• Day 4: second attempt at a different hour.
• Day 8: voicemail with the comparison reference, identification only.
• Day 14: close-out with a standing booking link.
• Then park. Birthdays, retirements and employer plan endings re-open interest on their own calendar.

Client reviews run on the policy calendar, not this cadence.

Dispositions in agent terms

• Appointment set: day, time, attendees.
• Send comparison: which plans, when sent.
• Callback: date and reason.
• Not eligible yet: with the follow-up month, so a 64-and-9-months callback actually happens.
• Already covered: with what they hold, for the review file.
• Not interested: with the reason.
• Left voicemail and Do not call.

Working three lines on a beneficiary list

DialBreeze rings up to three numbers per agent and the agent takes the live answer, with a recorded voicemail dropping on the rest. Quote request lists answer well, and two humans occasionally answer at once, so pick a line count the agent can serve without rushing an older caller through the eligibility questions. Recording feeds the AI summary; several states require all parties to consent, including Washington under RCW 9.73.030 and California under Penal Code 632, so keep a disclosure. DialBreeze applies your internal lists, quiet hours and attempt caps; it does not decide whether a lead may be called.

Where the AI summaries go

The summary should build the appointment: eligibility and Part B dates, current coverage, the specific question, the decision makers, the booked time. Verify birth years, dates and plan details against the recording before the comparison is prepared, because a comparison built on a misheard Part B month misstates the person’s own window. These calls surface health details, so recordings, transcripts and summaries stay inside authorized systems with access set deliberately. The summary is a preparation note; it is not consent evidence and not a compliance record.

KPI targets as ranges

Reference points measured in DialBreeze production use (last 90 days to 2026-09-26, three-line sessions, one operator per session): median of about 85 dials per active calling hour, about 600 dials per operator day, and a 17.8 percent person-connect rate. Aggregate measured values, not a promise.

For a Medigap desk:

• Dials per agent day: measured median about 600 per day on three lines.
• Person-connect rate: 17.8 percent measured over the last 30 days in production use; your list mix will move it.
• Appointments set per 100 fresh requests:
• Appointment show rate: track it weekly and set the target from your own first two weeks of data.; the lever is the comparison sent first and the family invited.
• Appointment-to-application rate: track it weekly and set the target from your own first two weeks of data. When the timing conversation was honest.
• Client reviews completed per quarter: every anniversary client offered a slot, tracked as a service commitment.

Compliance, disclosure and the parts that belong to counsel

The Medigap standards at 42 U.S.C. 1395ss shape the timing content of the calls: the six-month open enrollment window and the replacement policy protections. The calling layer applies on top: hours, revocations, registry scrubbing and all-party recording consent in states like Washington and California. Your state insurance department, your carriers and your own counsel set the licensing, solicitation and marketing rules you actually follow, and the agent is the licensed party, not the software. Keep consent evidence with the lead, route anything about marketing materials to your compliance review, and treat this playbook as an operating guide, not legal advice.