ID Card Check-In

A little while after someone enrolls, the big question is usually "did my card show up?" This campaign has the AI call your new ACA members to make sure they got their member ID card from the carrier, remind them to bring it to the doctor and pharmacy, and get any benefit questions in front of your team.

It's a service call, not a sales call. If the card hasn't shown up yet, the AI reassures them and tells them how to get a digital one in the meantime.

In the template picker, this one's called ACA ID Card Check-In.

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

At a glance

How people get in

There's no automation, so you add people yourself. The template suggests reaching people 7 to 10 days after their enrollment date, so that's a good window to aim for.

If you'd rather have members flow in on their own, you can add your own automation in the Automations tab. See Automations Explained.

What the AI says

The campaign comes with three AI employees.

Daytime calls (the main one)

The call opens with:

Hey is this [First name]?

Once they confirm, the AI mentions it's a recorded line and a quick check-in, then asks if they got their member ID card from the carrier.

• If yes, it moves right along.
• If not yet, it reassures them. Cards usually take up to 10 business days after the effective date to arrive, their coverage is already active, and they can usually pull up a temporary digital card on the carrier's member portal or app.

Then it walks through a few quick things, one at a time:

1. Their coverage is active as of the effective date, and they should bring the new card to any medical or pharmacy visit.
2. Do they know who their primary care provider is (if their plan needs one)? Any questions about prescriptions?
3. "we'll check in again in a few weeks just to see how everything's going." Then it asks if they have any general questions about their plan or benefits.

The AI doesn't have a plan lookup on this call. If they ask a specific benefit question, it tells them it doesn't have that detail in front of it, but someone from the team can find out for sure, and logs an inquiry so a licensed agent follows up.

When they're out of questions, it thanks them, lets them know they can call back at this number anytime, and says goodbye.

After hours

If a member calls back after hours, the after-hours employee picks up. It explains the office is closed right now, but it can still do the quick check-in. Same card and coverage questions as the daytime script. If they have a specific benefit question, it logs an inquiry and books a callback with a licensed agent during your business hours, pulling real times from your calendar. It doesn't transfer.

Appointment callbacks

When an appointment comes up, what happens depends on your appointment configuration. If the AI makes the callback, it confirms it's the right person, mentions the recorded line, says it's calling for their scheduled appointment, checks that now still works, and transfers them to your team:

ok great - let me get you over to them right now, just hang on one sec

If now's not good, it pulls real times from your calendar and rebooks. If they won't transfer or rebook but still have a question, it logs an inquiry.

The cadence

Day 1: Call

Text, a couple minutes before the call:

Hi [First name], this is [AI name] from [Agency]. Just a quick check-in on your new [Carrier] plan - giving you a ring in a few minutes.

Voicemail if they don't pick up:

Hi [First name], this is [AI name] calling from [Agency]. We're just reaching out to check in on your new [Carrier] coverage and make sure you received your member ID card. There's no issue with your account, we just want to make sure you have everything you need before your coverage starts. You can give us a call back at this number whenever you have a chance. Thanks. Bye bye.

If they didn't connect, this text goes out right after:

Hi [First name], just missed you. I'll try you back soon about your new [Carrier] plan.

Day 1, about 3 hours later: Call

Text, a couple minutes before the call:

Hi [First name], [AI name] from [Agency] circling back about your new [Carrier] plan. Calling in a few minutes.

No voicemail.

If they didn't connect:

Hi [First name], missed you again. I'll try one more time in a bit.

Day 2: Call

Text, a couple minutes before the call:

Hi [First name], last try from me - quick check-in on your new [Carrier] plan. If we keep missing each other, text or call us back at this number anytime with questions.

Voicemail if they don't pick up: the same one as the first call.

If they didn't connect, one last text, and then the journey ends:

All good, [First name]. Was just looking to check-in, I'll assume things are going smoothly on your end. Text or call us anytime if you have questions :)

How each call works

• If the check-in goes fine (including "yep, got my card"), they're done.
• If they want to cancel, are confused about their policy, or still don't have their card, they're done too. No more calls.
• If we can't reach them (no answer, voicemail, "call me later," or the call drops early), they get a text and move to the next try.
• If it's a bad number, they're stopped right away.
• If the AI books an appointment, transfers the call, or logs an inquiry, the journey ends right there. Booking an appointment ends all of that member's active campaigns.
• Do Not Call and invalid numbers stop right away.

Before you turn it on

• 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.
• Register for SMS. This campaign texts, so you need SMS registration (10DLC) before the texts can send.
• Check your member data. People are skipped if they have no phone number, or no time zone or state. Nothing else is strictly required, but the texts and voicemail use [Carrier] and the AI mentions their effective date, so it helps to have those filled in.
• Add your members. There's no automation, so nobody gets in until you add them.
• Read the voicemail. It says "before your coverage starts," but the call itself treats coverage as already active. Depending on when your members start coverage, you might want to tweak one or the other in the Pulse tab or Employees tab.
• 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 and texts only go out during your business hours and between 8 AM and 9 PM in the member's time zone.
• 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.
• Texts, voicemails, and timing: the Pulse tab. Click any call or text step to edit it. See Pulse.
• Who gets in: the Automations tab. See Automations Explained.