ACA calls that keep coming after open enrollment

Consumers comparing marketplace plans, most of them subsidy eligible and shopping on network and out of pocket exposure rather than brand. Each caller is screened for state, household size, and current coverage status before a licensed agent picks up. Two further questions do most of the sorting. The first is whether anyone in the household has an offer of coverage through an employer, because that changes the conversation your agent is about to have. The second is what opened the shopping window: a job that ended, a move across county lines, a baby, a divorce, or simply the arrival of open enrollment. Callers whose household income looks far below the marketplace range are pointed toward their state agency instead of transferred. So are callers already enrolled and calling about a bill, since that is a service issue their current carrier owns.

Every lead carries a TrustedForm certificate with the disclosure text exactly as it was displayed, and calls are recorded from the first ring. Marketplace advertising rules and state licensing requirements move often, so confirm the current standard with your own counsel before a campaign goes live. The certificate holds the page as the consumer saw it, the timestamp, and the state of the box they checked, and it is kept with the audio and the source record rather than in a separate system you have to reconcile. When a state department or a carrier asks how a consumer reached you, that bundle is what answers them. Nothing in the creative suggests a government office, an exchange, or a benefits program is behind the ad, and the opt in language identifies your agency by its licensed name. Your compliance reviewer signs the final wording.

Paid search covers plan comparison and subsidy questions, paid social reaches consumers who do not know a life event opened a special enrollment period for them, and SMS follow-up works the people who filled a form but missed the first call. The three are read against each other every Monday, and the one producing transfers your agents can actually enroll takes the larger share that week. SMS runs on its own consent, kept separate from the call consent, with sends held inside the recipient's local quiet hours and every message carrying a working opt out. A form filled during staffed hours is dialed within a minute. One that lands overnight gets a text first and a call when the floor opens. Terms that read as a search for free government coverage are negatived out early, because those callers arrive expecting something a licensed agent cannot sell them.