https://form.openmed.

com/e-labs/cardiac/el/intake

Cardiac DNA Live Transfer Script

Hello ________, my name is ________ and I work with E-Labs,

I am calling you today to let you know you may be entitled to have the new
Cardiac DNA Test on the Medical Market today. Have you ever had a
Cardiac DNA test DONE before?
RUN VOB
~ If yes, politely end the call or offer Medicare Douglas If anything shows wrong on VOB correct it and run it again

~ If No, Oh, Great! Medicare has set aside money for certain individuals like (Fill out lead information)
you to have this completely taken care of with no out of pocket costs. Ok?

~ If Yes, So _______, you have a Medicare B coverage ryt?(Must be YES),

if No, ask what coverage do you have like Advantage, VA, Tricare (if they
have Adv or Military coverage- not qualified). You may politely end the call
or offer Medicare Douglas

~ If patient has Medicare Part B: (With the results of this quick and simple
test, your doctor will be able to prescribe the perfect treatment for you,
regarding your heart health. Would you have a couple of minutes for me to
see if you are one of the ones who would benefit the most from this?) This
script is optional. You may proceed in filling up the form (verification.) Okay, we are almost done. I need to get your shipping information.
(Fill out shipping information CAN NOT BE A PO BOX)
If yes start to fill out Webform. If no, ask them if another time to call would
be better.

1. Name or date of birth

2. Favorite color

And who is your primary care doctor?

3. Put in your agent ID (this will be given to your center)
4. Put in call center ID from the dropdown box. It will always be
Team 1

If our team needs to call you back, when would be a good time?

5. Ask the 6 qualifying questions

Great! We are finished with things here, and now I will transfer you to one of
our specialist who will confirm everything.
IF YES TO ANY ONE OF THEM
Okay, I have some good news! Based on your answers, I will be able to send Click Submit to send their information
this test right out to you.
Now, let’s make sure we have the correct information for the lab. Thank them and transfer call to (786) 886-1238

1. This campaign is for Medicare Part B patients only.

(Fill in Medicare information)
2. The age requirements are from 65 to 83.
 3. All states are covered except New York (NY) California
(CA) Rhode Island (RI) PATIENT: I don’t want to provide my Medicare information.
4. Live transfer times are 9:00AM to 8:00PM EST AGENT: I completely understand your hesitation on providing it, but we need
Monday through Friday and 9:00AM to 5:00PM EST to have your Medicare Card number to check for your eligibility. (anyway you
don’t have to worry because we will keep your information private and
on Saturday. confidential.)

MEDICARE RESTRICTIONS THE FOLLOWING ARE

NEVER TRY TO FORCE A PERSON INTO GIVING YOU ANY
THINGS YOU CANNOT SAY:
INFORMATION. BE POLITE WHEN YOU ARE SPEAKING TO THEM,
AND DO NOT RUSH THROUGH THE CALL. THE PEOPLE YOU ARE 1. Never say the DNA kit is free. Tell them there is no out of
CALLING ARE ELDERLY AND REQUIRE YOU TO BE PATIENT WITH
pocket cost to them. If they ask who pays for it, tell them Medicare
THEM. IF YOU HAVE A HEAVY ACCENT, THEY MIGHT HAVE A
HARD TIME UNDERSTANDING YOU, IF YOU TRY TO RUSH has set aside money to pay for the kits and for the testing results.
THROUGH THE ENROLLMENT PROCESS. YOU MIGHT LOSE A
2. Never say you are with Medicare. Tell them you are with E-
GOOD LEAD IF YOU RUSH
Labs.
REBUTTALS
3. Never say Medicare told you to call them.
PATIENT: Is this a SCAM?
4. Never lie to a possible patient in order to make a transfer. If it is
AGENT: No Sir/Ma’am, I will not be asking for any type of payment for the found out any one of these, or anything of the same nature is being
kit or the results. Medicare has set aside money in order to have this Cardiac said, we will have no choice but to remove the caller off the
DNA test done for you and your doctor.
campaign and very possibly the whole call center agreement will be
PURPOSE: In order to point out the best treatment your doctor may have for terminated.
you heart.

PATIENT: Where is your company located?

CALL CENTER IS RESPONSIBLE FOR:
AGENT: We are a call center located in Clearwater Florida. When I transfer
this call over to our verifier, they will be happy to answer any questions you 1. Making sure their callers are following the guidelines on what
have about the program. cannot be said.

2. Keeping up with which lead each agent transfers.

PATIENT: How did you get my information? 3. Providing their own Data, Dialer, and VOIP.
AGENT: You or possibly a family member may have responded to one of our
4. Making sure each and every agent is fully trained before dialing on
various ads or surveys, such as ones on our webforms, postcards, or TV ads.
Are you experiencing any type of heart related issues, high blood pressure, or the campaign.
cholesterol? These are the type of issues where our Cardiac DNA test can help
your doctor pinpoint the best medication or treatment for you.
5. Sending over sample recordings of each agent on the campaign, if
requested.

6. Having each agent acting as professionals on the phone

PATIENT: I’m really tired of people calling me about stuff like this.

AGENT: Yes sir/ma’am, I can completely understand the aggravation, but this
is the last call you will get from me before our medical team sends out your
personal Cardiac DNA test kit. I’m sure you will agree that your health is
worth speaking to me for 5 to 10 minutes.

PATIENT: I don’t need the kit.

AGENT: That is the same thing a lot of people we first talk to say. Once we
tell them how it is designed to help their doctor prescribe the proper
medications and treatments, they always let us finish the 5 to 10 minute
enrollment.

PATIENT: Do I have to pay anything? I don’t want to buy anything, or what

is this going to cost?

AGENT: No Sir/Ma’am, I will not be asking for any type of payment for the
kit or the results. Medicare has set aside money in order to have this Cardiac
DNA test done for you and your doctor.