Approval Calls

There's nothing better than calling someone to say "you got approved." This campaign has the AI call people whose new ACA application just went through, tell them the good news, confirm when coverage starts, and let them know what to expect with their insurance card.

The AI here has a pretty specific personality: a younger, low-key assistant who's super respectful of people's time, apologizes for interrupting, and gently offers information instead of telling anyone what to do. No pushing.

In the template picker, this one's called ACA Approval Calls.

In the lines below, anything in brackets fills in for each member: [First name], [AI name] (whatever you've named your AI employee), [Agent name], [Agency], [Carrier], and [Effective date].

At a glance

How people get in

There's no automation with this template, so you add people yourself. See Add Customers to a Campaign.

What the AI says

The campaign comes with three AI employees.

Daytime calls (the main one)

The call starts with a quick check that it's the right person:

Hi is this [First name] [Last name]?

Once they answer, the AI opens apologetically:

Oh, hi. Sorry to bother you, um, my name is [AI name] and I just help out on [Agent name]'s team over at [Agency]... and oh, I'm supposed to tell you this is a recorded line. But uh, do you have a quick second?

Once they say yes, it delivers the news:

Okay cool. So I was just calling because I actually have some good news. Your um, your application with [Carrier] officially went through. Did you hear about that?

Then it walks through next steps, one piece at a time:

Yep. So, um, says here your coverage is officially starting on [Effective date]. Have you gotten your new insurance card yet?

After they answer about the card:

Ok yeah, they usually say about five to seven business days. But actually um, if you happen to need to see a doctor before you get it, you can just give them your effective date and plan info and they should be able to look you up.

Then it makes sure they know who their person is:

Oh also, [Agent name] is still your main person. Did you have any specific questions about the coverage I could pass on to them?

And it wraps up:

Okay, perfect. Well, congratulations again on the approval. Um, was there anything else I could help you with before we go?

It lets them decide when the call's over, then signs off with "Alright, well I hope you have a really good rest of your day. Bye."

A few things the AI never does on this call: it never says their plan name out loud (plan names are codes that sound weird read aloud), it doesn't say their last name itself after that first recorded question, and it never reads your number unless they ask for it ("Oh yeah for sure, it's" and then your number).

It's also set up for:

• A specific plan or coverage question. It doesn't answer, look it up, or offer a transfer. It logs an inquiry for the agent: "For sure, I'll shoot that over to [Agent name]. They'll get back to you pretty quick."
• "Are you a robot?" It's honest, in character: "Oh, um, yeah I'm actually an AI... but I do have your real approval file right here from the team, so I just wanted to make sure you got the good news."
• Hostile, swearing, or "stop calling." It skips everything and says "Oh, I am so sorry, I'll update our records." Then it ends the call.

That's it for special cases. The script doesn't spell out what to do if someone else answers, if they think it's a scam, or if they're busy right now, so the AI will wing those. Worth testing.

After hours

The after-hours employee has the same shy personality. When someone calls back after hours, it picks up with:

Oh, hi! Um, you've reached [Agent name]'s team over at [Agency]. My name is [AI name], and I'm just supposed to let you know this is a recorded line. I see we missed a call from you, were you trying to reach the team?

Then it confirms it's talking to [First name] and explains the office is closed:

Okay gotcha. Well, so the office is actually closed right now for the evening, but um, I didn't want to just leave you hanging. I was hoping we could just go ahead and set up a time for [Agent name] to give you a call back during normal hours?

If they're in, it asks "Okay perfect. Um, did you generally prefer a morning or an afternoon call?" and books a time. It never offers a transfer here, booking is the whole job.

• "Why did you call me earlier?" "Oh, yeah, so [Agent name] was just reaching out earlier about your [Carrier] file. But since they're out right now, I'm just helping get a solid time on their calendar to go over everything with you."
• A plan or coverage question. It logs an inquiry: "For sure. So since the team is out I can't look up your specific file right this second, but I'll absolutely take that down and shoot it over to [Agent name] so they have the answer ready for your appointment."
• "Are you a robot?" "Oh, um, yeah I'm actually an AI... but I just help handle the after-hours calls for the team so you don't have to wait on hold or anything. Did you want to go ahead and find a time for them to call you back?"

It wraps up with "Okay, perfect. Well, I've got that callback booked for you. Um, was there anything else I could help you with before we go?"

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the callback, it opens with "Hi [First name], this is [AI name] from [Agency] calling for your scheduled appointment with our team. Is now still a good time?" If it is, it transfers them to your team: "ok great - let me get you over to them right now, just hang on one sec." If not, it rebooks, confirms the new time, and gives them your number. If someone else picks up and [First name] isn't around, it rebooks.

The cadence

There isn't one yet. The template doesn't come with a Pulse, so nothing tells the campaign when to call, whether to text first, or what voicemail to leave.

When you build one, a couple of things worth knowing:

• The daytime employee's default voicemail is: "Hi [First name], this is your care assistant from [Agency] calling with good news about your recent [Carrier] enrollment. Please call us back at this number when you get a chance."
• If the AI books an appointment, transfers the call, or logs an inquiry, the member's journey ends on its own. Do Not Call and invalid numbers stop right away too.

See Pulse and Edit Your Pulse with an LLM to build it, or reach out to your careCycle representative.

Before you turn it on

• Build a Pulse (see above).
• Set up your escalations in Employees > Escalations. Point Transfer Call at a transfer destination and Book Appointment at an appointment configuration. Inquiries don't need anything, they go to your Inbox and the Inquiries page and the member's assigned agent gets notified. You can't activate the campaign until Transfer Call and Book Appointment point somewhere.
• Check your member data. The script needs first and last name, carrier, and effective date. Anyone missing one of those gets skipped, along with anyone who has no phone number, or no time zone or state. Fill in the assigned agent too, since the whole script is built around "[Agent name]'s team."
• Add your approved members.
• Check your caller ID. Out of the box, this campaign calls from your agency's main number (the one your Receptionist answers), so make sure you have one. You can see this on the Phone Numbers tab: Use organization main number for outbound calls is switched on. Want it to call from its own number instead? Switch that off and add a number there (you can only change it while the campaign isn't active). See Managing Your Phone Numbers.
• Know when it calls. Calls only go out during your business hours and between 8 AM and 9 PM in the member's time zone. If your Pulse texts, you'll also need SMS registration (10DLC).
• Test it before you go live. See Test Your Campaign.

Then click Activate on the Overview tab. Until you do, the campaign is a Draft and nobody gets called.

Changing any of this

• What the AI says: the Employees tab. See Edit Your AI with Employees.
• Calls, texts, voicemails, and timing: the Pulse tab. See Pulse.
• Who gets in: you add people yourself, or set up an automation on the Automations tab. See Automations Explained.