Whitepaper
Lifetime value is built in conversation.
Behavioral data from 3.7 million Medicare calls across 277,000+ members shows how continuous engagement drives retention and lifetime value after enrollment.
3.7M+
Medicare calls
277K+
Beneficiaries
$10M+
Protected revenue
99.72%
Resolution rate
Preview
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The preview covers the thesis. The full report breaks down the methodology, the unit economics, and every proof point across 3.7 million calls.
Why it matters
Enrollment is not the finish line.
The member who stays five years is worth multiples of the commission earned at enrollment. Most agencies know this. Almost none can operationalize it with headcount alone.
Retention requires infrastructure.
Welcome calls, benefit education, renewals, 24/7 member access, payment recovery, and re-engagement all need a system that runs when agents are busy.
Every metric is behavioral.
The report is based on timestamps, transcripts, dispositions, and call outcomes rather than surveys or anecdotal intent.
AI works when it knows the handoff.
The operating model pairs autonomous member conversations with licensed-agent escalation when judgment, verification, or sales advice is needed.
What the data shows
A lifecycle that is running changes every number.
$10M+ protected revenue
Revenue protected across partner agencies through renewals, payment recovery, re-engagement, and cross-sell.
14.15% inbound return rate
One in seven members called Cora back on their own after a single outbound touch.
99.72% resolution rate
Resolution held at nearly 4x scale, 16 months apart, across an independent dataset.
52 FTEs of peak capacity
Autonomous capacity handled during AEP without adding equivalent headcount.
Next step
Use the report to pressure-test where member value is leaking after enrollment.
The full whitepaper includes methodology, retention math, and the operating model behind the dataset.