When a caller asks "do you take my insurance?", your AI should answer confidently and accurately. The Insurance settings tell it exactly which plans you accept.
Where to set it
Settings → AI Voice → Knowledge
The Insurance card sits at the top of the Knowledge tab.
Add your plans
- Open Settings → AI Voice → Knowledge.
- In the Insurance card, add each accepted plan as a tag — e.g., Delta Dental PPO, Cigna, Aetna, MetLife, BCBS.
- (Optional) Use the notes field for anything the list can't capture — out-of-network policies, plans you're phasing out, or "we submit claims for any PPO." Up to 1,000 characters.
- Click Save.
The next call uses it right away.
What the AI does with it
Insurance answers are pulled on demand when a caller asks — the AI looks up your accepted list and reads it back. It's careful about wording:
- ✅ "Yes, we accept Delta Dental PPO."
- ✅ "We don't have that plan listed — I can take your info and have our billing team check."
- ❌ It will not say "you're covered" or quote a copay it can't verify.
This keeps you out of trouble: only your billing team can confirm a specific patient's eligibility, so the AI states plan acceptance and captures anything it can't answer.
Multiple locations
Because insurance participation is genuinely location-specific, the accepted list is stored per location. On the Insurance card you can:
- Copy from another location — start from a nearby office's list.
- Apply to all locations — push the current list everywhere at once.
Switch locations with the Location Picker to edit each one independently.