ACA Script for Call Centers: Fronter and Verifier
An ACA call center script screens callers for an Affordable Care Act marketplace plan: household size, estimated income and current coverage. Callers who may qualify are transferred to a licensed agent who can enroll them. Below is a sample fronter and verifier script you can adapt.
ACA fronter script
This is a sample. Run the script and disclosures your compliance team has approved for your campaign and your states.
- 01
“Hi, this is [Agent name] from [Agency name] on a recorded line. You recently asked about health coverage, and I can check what you may qualify for in about a minute. Is now a good time?”
- Read your approved consent and disclosure. Make clear you are a licensed agency or its representative, not Healthcare.gov or the government.
- 02
“Do you currently have health insurance, through work or on your own?”
- 03
“How many people are in your household, including yourself?”
- 04
“And roughly what is your household's yearly income?”
- Already covered through an employer, or clearly outside the income range your agents serve: thank the caller and end politely.
- 05
“Thanks. Based on that, a licensed agent can check the plans and savings available to you. I'll connect you now, please hold.”
ACA verification script
The verifier confirms the details on a recorded line, one statement at a time, and saves every answer.
- 01
“Hi, this is [Agent name] with [Agency name] on a recorded line. I'm confirming the details from your enrollment call.”
- 02
“Can you confirm your full name, date of birth and address?”
- Confirm each item your carrier requires, one question at a time, and capture an explicit answer.
- 03
“Thank you, your information is confirmed.”
Before you run it
- Never present yourself as Healthcare.gov or a government agency
- Read the consent and disclosure your compliance team approves
- Only a licensed agent discusses plans, prices or subsidies
- Record every call
- Honor do-not-call requests immediately
Run this script on a bot
A B3 Voice ACA bot reads your approved script on every call.
It understands the caller instead of playing recordings, answers questions, handles interruptions and transfers qualified callers to your agent. $40 a fronter a month, unlimited calls, 7-day free trial.
ACA script questions
Put your ACA script on a bot this week
Send us the script your fronters read today. We set the bots up on it, you approve a test call, and your 7-day free trial starts.