MyPlanAdvocate makes Medicare enrollment twice as efficient with ElevenLabs Agents

MyPlanAdvocate is a nationally licensed Insurance brokerage supporting consumers through plan evaluation and enrollment across all major carriers. The company maintains long-term member relationships through annual benefit reviews, operating in one of the most regulated and operationally complex segments of U.S. healthcare distribution.

Because enrollment demand is highly seasonal and compliance requirements are strict, MyPlanAdvocate has invested heavily in automation and AI to expand access, improve consistency, and scale without compromising consumer trust or regulatory standards.

The structural challenge: Peak load, bias, and margin dilution

The Medicare Annual Enrollment Period (AEP), running from mid-October through early December, compresses the majority of annual demand into roughly seven weeks. During this period, MyPlanAdvocate experiences thousands of inbound calls per day.

Historically, scaling human-led pre-qualification during AEP created three systemic issues:

• Capacity risk: Hiring and training temporary staff for a short peak period increased cost and execution risk.
• Incentive-driven bias: Human pre-qualification sometimes routed ineligible callers to licensed agents, diluting productivity and margins.
• Agent burnout: Licensed representatives spent significant time on non-starters, reducing morale and effective throughput.

MyPlanAdvocate required a neutral, scalable pre-qualification layer that could operate continuously at peak volume, verify eligibility consistently, and route only qualified callers to licensed agents.

Impartial pre-qualification with ElevenLabs Agents

To address this, MyPlanAdvocate deployed an ElevenLabs AI voice agent to handle inbound pre-qualification calls. The agent verifies Medicare eligibility conversationally, in real time, before routing qualified callers to licensed representatives.

Listen to the experience (snippet of simulated call, no real customer data):

During AEP, the AI agent handled approximately 210,000 calls per month. Calls that reached licensed agents after AI pre-qualification converted at 2× the historical baseline, materially increasing revenue per licensed representative.

The system operates with HIPAA compliance, full auditability, and strict guardrails appropriate for regulated healthcare enrollment.

“Once ElevenLabs Agents handled pre-qualification, conversion on the calls that reached licensed reps doubled. An impartial AI agent filters out non-starters more effectively, so our team spends time with people who can actually enroll.” - Jake Peters, VP of Growth, MyPlanAdvocate

Why ElevenLabs

MyPlanAdvocate selected ElevenLabs for its ability to operate reliably in high-volume, phone-native environments. Key factors included:

• Low-latency, natural speech, eliminating awkward turn-taking during live calls
• Orchestration and control, allowing MyPlanAdvocate to own logic, compliance flows, and escalation rules
• Analytics and transcript visibility, enabling rapid iteration in a regulated context
• Multilingual readiness, supporting future expansion without operational redesign

These capabilities allowed MyPlanAdvocate to deploy AI not as an experiment, but as production infrastructure during its most critical operating window.

Impact and results

By standardizing impartial AI pre-qualification, MyPlanAdvocate removed incentive-driven bias at the top of the funnel and concentrated licensed capacity on eligible demand.
Annual enrollment period results included:

• ~210,000 inbound calls handled per month by AI
• 2× higher conversion on AI-qualified calls
• Improved licensed-agent utilization and earnings
• Reduced wasted handle time during peak demand
  
  

What’s next

MyPlanAdvocate is extending automation beyond pre-qualification to additional regulated workflows, including:

• AI training agents that simulate live enrollment scenarios to reduce ramp time for new hires
• Disclosure agents that deliver required 10–15 minute post-sale statements, reducing licensed-agent handle time while improving compliance consistency

By deploying impartial AI at scale, MyPlanAdvocate has transformed a seasonal bottleneck into a durable operating advantage - improving conversion, utilization, and the licensed-agent experience in one of healthcare’s most demanding distribution environments.