All audience examples

You want to understand
what new members need.

What is working in the first 90 days? What is still unclear? Follow a Sensagram with Andre, a new PPO member at Insight Health whose urgent care visit led to an unexpected $180 bill.

Illustrative scenario
Insight Health · fictional health plan

9:41
IHInsight Health

Text Message · SMS
Today

Hi Andre, it’s been 90 days since you joined Insight Health. How’s it going? About 5 minutes, in your own words.

sensagr.am/your-check-inReply STOP to opt out.
1 / 9

Scroll to follow Andre’s conversation.

Begin with the member’s moment.

Insight Health checks in 90 days after Andre joins. No app or login. He answers on his schedule.

Start with a measure.

Andre rates his likelihood to recommend the plan 6 out of 10. The rating opens a conversation about the underlying experience.

Find the experience behind the score.

His doctor is in network. An unexpected bill is what leaves him unsure about the plan.

Follow the uncertainty.

The next question picks up on the bill Andre mentioned and asks what he thought had happened.

Make the unanswered question visible.

Andre does not know whether the bill is a mistake or what he is supposed to pay. That gives the plan a specific question to address.

Understand how he chose care.

The conversation also explores what led him to urgent care.

Surface what he did not know.

The visit was at night. Andre did not know virtual visits were an option. His answer gives the Help Agent a relevant starting point.

Provide useful help in the same Sensagram.

Andre can explore plan-approved education or prepare a callback request for Member Services.

Optional. Research findings and support activity stay separate.

See whether the guidance landed.

A learning check helps the plan see what members understood from the education.

Try the question on the phone.

Figure out how pervasive the problem actually is.

The Insight Agent prepares reports for the teams deciding what to do next.

New-member check-inCampaign workspace
Insight AgentDraft

Member Experience Brief

When the first bill raises more questions.

87 of 312 conversations raised an unexpected bill. In 61 of those 87, members had assumed the visit was covered. Review how members can ask about a bill and what happens when their question remains unresolved.

Prepared for Member Services

5 report sections selected

Key takeaways

  • 87 of 312 conversations raised an unexpected bill.
  • 61 of those 87 had assumed the visit was covered.

Counts describe conversations, not unique members. Themes can overlap.

Insights

  • Unexpected bills87 / 312research conversations
  • App sign-in difficulties74 / 312research conversations
  • Getting an ID card68 / 312research conversations

Transcripts and quotes

“I’d give it a 6. My doctor’s in network, so that’s good. But then I got a $180 bill from urgent care. I thought it was covered. I’m still not sure.”

Session 118 · Illustrative research conversation

View Andre’s conversation

Listening reel

Computer-voiced excerpts

“I didn’t know if it was a mistake, or if that’s just what I’m supposed to pay.”

Selected transcript excerpts, read by a computer voice.

Suggested next steps

  • Review the support route for unresolved billing questions.
  • Confirm what the Member Services handoff needs to include.
Insight AgentDraft

Member Experience Brief

Make the next step easier to find.

61 of the 87 conversations about unexpected bills included an assumption that the visit was covered. Review what the welcome materials explain about costs and where members can ask a question.

Prepared for Member Communications

5 report sections selected

Key takeaways

  • 87 of 312 conversations raised an unexpected bill.
  • 61 of those 87 had assumed the visit was covered.

Counts describe conversations, not unique members. Themes can overlap.

Insights

  • Unexpected bills87 / 312research conversations
  • App sign-in difficulties74 / 312research conversations
  • Getting an ID card68 / 312research conversations

Transcripts and quotes

“I’d give it a 6. My doctor’s in network, so that’s good. But then I got a $180 bill from urgent care. I thought it was covered. I’m still not sure.”

Session 118 · Illustrative research conversation

View Andre’s conversation

Listening reel

Computer-voiced excerpts

“I didn’t know if it was a mistake, or if that’s just what I’m supposed to pay.”

Selected transcript excerpts, read by a computer voice.

Suggested next steps

  • Clarify what new-member welcome materials explain.
  • Add the verified billing contact and the follow-up route for unresolved questions.
Insight AgentDraft

Member Experience Brief

See what the rating leaves unexplained.

The campaign’s rounded NPS is +10. Alongside that score, 87 of 312 conversations raised an unexpected bill, 74 raised app sign-in difficulties, and 68 raised getting an ID card. These themes can overlap.

Prepared for Plan leadership

5 report sections selected

Key takeaways

  • 87 of 312 conversations raised an unexpected bill.
  • 61 of those 87 had assumed the visit was covered.

Counts describe conversations, not unique members. Themes can overlap.

Insights

  • Unexpected bills87 / 312research conversations
  • App sign-in difficulties74 / 312research conversations
  • Getting an ID card68 / 312research conversations

Transcripts and quotes

“I’d give it a 6. My doctor’s in network, so that’s good. But then I got a $180 bill from urgent care. I thought it was covered. I’m still not sure.”

Session 118 · Illustrative research conversation

View Andre’s conversation

Listening reel

Computer-voiced excerpts

“I didn’t know if it was a mistake, or if that’s just what I’m supposed to pay.”

Selected transcript excerpts, read by a computer voice.

Suggested next steps

  • Review the billing finding with Member Services and Member Communications.
  • Confirm owners and review the proposed changes before use.

Report preview · continues below

Put the findings to work.

New-member check-in · Source finding

Built from the campaign findings.

87 / 312Conversations · unexpected bills61 / 87Of those 87 · assumed the visit was covered

Training Agent

Drafted
Member Services1 / 6

Learning set

Understand the
basics of billing

A short learning set built around the plan’s approved billing-question process.

Training AgentDrafted
6 learning cards
Learning & Member Services review

Communication Agent

Proposed
Member Communications Lead reviews

Illustrative drafts. Your team verifies the details and approves the materials before use.

Sensagram Pulse Agent

Drafted · Not scheduled

Show members what changed and find out whether it helped.

The Pulse Agent drafts a follow-up Sensagram that shows how feedback improved the education materials and checks whether billing is clearer.

Original findingUnexpected bills.
Unanswered questions.Follow up once approved changes are in use.
  1. 1
    If you had a billing question now, how confident are you that you would know where to get help?
  2. 2
    How would you explain to someone new how billing works?

Start with a question your team needs to answer.

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