Introduction
Cross-Sell Opportunities in GydeOS are broker-facing signals. You see them, your clients do not. Separately, when a client is on a campaign call with Gia, that call can include a short conversation about supplemental coverage.
The two are related in subject, but they are different systems. The opportunity scores in the portal do not decide what Gia raises on a call, and a call conversation does not
create an opportunity in the portal.
Gia never enrolls anyone in coverage. If a client is interested, she books an appointment with you.
When this happens
Cross-sell can come up on two kinds of call.
The welcome call
A new client's onboarding call runs in three parts: education, then cross-sell, then booking. The cross-sell conversation is a defined phase of that call.
The 90 day check-in call
A light-touch servicing call after enrollment, which currently carries a dental-only cross-sell conversation. It uses the client's actual dental benefit gaps, such as a low annual maximum, rather than the welcome-call rules below.
How Gia decides what to raise
On a welcome call, Gia only raises a product when both of these are true:
You are licensed for it in the client's state. Licensing is checked against the state on the client's address.
The client does not already have that coverage. She will not pitch something they already carry.
If either test fails, the product is not mentioned. There are two further safeguards:
No address state on file, no cross-sell. Without a state, licensing cannot be checked, so the cross-sell conversation is switched off for that call rather than guessed at.
Dual-eligible clients are excluded. Clients with Medicaid, meaning a confirmed Medicaid number or a D-SNP signal, are suppressed from the cross-sell conversation on welcome calls.
Which products Gia can raise
On welcome calls, Gia's cross-sell conversation covers three groups:
Hospital Indemnity
Dental and Vision, raised together
Cancer
This is a narrower list than the portal. Cross-Sell Opportunities in GydeOS score six categories: Cancer, Hospital Indemnity, Critical Illness, Dental, Vision and Hearing. Critical Illness and Hearing are not part of Gia's call conversation. If you see one of those flagged on a client, it is yours to raise.
What happens when a client is interested
Gia does not sell or enroll. She books an appointment with you and records which products came up, so you know what the conversation is about before you join.
Appointments are virtual video calls and need an email address for the invite.
If a client has no email or prefers a phone call, Gia does not book. She gives them your contact details instead.
After booking, Gia shares the required compliance documentation with the client.
Needs assessment questions are separate
Renewals calls specifically during our Gia workflow ahead of renewals season can also include short assessment questions about changes to a client's living situation, financial situation, or health needs.
These are not part of cross-sell and they do not change what Gia raises. Their purpose is to give you context before your appointment. Gia asks whether anything has changed, records what the client volunteers, and tells them to discuss it with you.
Gia is instructed not to ask for protected health information directly and not to probe beyond the question asked. A client can decline any of these questions and the call moves on.
Good to know
Cross-sell opportunities in the portal are never shown to clients unless you share them.
Opportunity scores do not trigger outreach and do not feed Gia's call conversation.
If a client asks to speak to you rather than Gia at any point, that is an escalation. See Managing Escalations & Handoffs.
To stop outreach to your clients entirely, contact Gyde Support.