Telephonic Intake Script

Opening Thank you for calling EXL. This is ___. May I have your name please?

“Thank you . How can I help you today?”

“I’m sorry to hear that you are needing to have surgery. I’m happy to
set up a request for you. I will need to ask you a series of questions in
order to initiate your request. This call is only a request and not an
approval.

Employee Details “What is the best phone number to reach you while you are out of
work?”

“Thank you, to confirm that is _______.”

“What is your personal email address?”

“To confirm, the domain, it is: (read out the email address)

“To expedite the processing of your claim, I will be sending you a link
that will allow you to register for our online services. When you’re
finished registering, you could complete any forms that may be related
to this claim.”

“Would you please verify your full address for me?”

Thank you. That is _______________?

Leave Type “Will you be taking leave on a full/continuous basis or intermittent?

Are you able to work from home more than 50% of the time?
Work Description
Do the days you work change week to week?

How many hours do you work per week (on average)?

Diagnosis and “Can you describe your medical condition/diagnosis?”
Treatment
“When were you first treated for this condition?”

“When will you next see a doctor for this condition?

Absence “When was the last day you were physically at work?”
Information
“When is the first day you would have been scheduled to work but will
have to miss?”

“Do you know you actual or estimated return to work date?

Hospital and “Did this/will this involve a trip to the hospital?”

Physician Details
“What date were you admitted?”

“Is your surgery open or laparoscopic?”

“What is the name of your treating doctor?”

“What do they specialize in?”

“Is this a primary care physician or a specialist?”

Closing Thank you. This is all the information that we need to begin processing
this request. I have initiated your disability claim and your Family
Medical Leave request and you will hear back within 5 business days.

“To expedite the processing of your claim, we have a service that will
allow you to provide your authorization over the phone. This allows
EXL access to medical information related to this claim. I will be
connecting you at the end of this call.