Professional Documents
Culture Documents
INBOUND CALL ALL STRIPES
INBOUND CALL ALL STRIPES
Hi! Thanks for calling, my name is XXX and I am a Benefits Coordinator. Are you
currently enrolled in Medicare Parts A & B? [Pause for Response]
If “Yes”: “DO YOU HAVE OR HAVE YOU EVER RECEIVED THE RED, WHITE, AND
BLUE MEDICARE CARD?” MUST GET A CLEAR AFFIRMATION TO CONTINUE
What State do you currently live in? What’s your Zip Code? (RESTRICTED:
"Unfortunately I do not have licensed agents in XX that can help you with
this, but I do have another great offer you can take advantage of..."
Are you interested in learning more about additional benefits with your
Medicare?
DISCLAIMER
Now, we do not offer every plan available in your area. Any information we provide
is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-
800-MEDICARE to get information on all of your options. (DO NOT PAUSE)
QUALIFIERS -
To get you started, let me have your first and last name, please.
Are you or anyone else at home a Diabetic? YES OR NO
IF DIABETIC ASK: Are you currently taking insulin? YES OR NO
WRAP-UP - Do I have your permission to transfer you to a licensed agent? They will
review the benefits with you. (Wait for a clear affirmation)
Ok Great, I’m going to get a specialist on the phone with us right now. If needed, I
will introduce you when they come on the line so you don’t repeat yourself.
WARM HANDOFF
CSR: Hello, I have [CALLER FIRST AND LAST NAME], located in [State], ZIP CODE,
and he/she is enrolled in Medicare and is interested in learning more about your Medicare
Insurance Coverage Options. Can you help him/her?
IF CLOSER ASKS FOR INFO YOU DO NOT COLLECT, SAY: "I don't have that
information but I have the prospect on the line. Should I transfer now so you
can collect that?"
FINAL EXPENSE (50 to 85)
(Must be above 50 years to 85 years)
MONDAY - FRIDAY 9AM - 6PM EST (7:00 AM - 4PM NI)
NO SPANISH
NLR_FE_ENG_VSNH2
NLR_FE_ENG_YOU
INBOUND CALL:
Thank you for calling the Enrollment Center, my name is XXX and today I'll talk to you
about the Final Expense policy we have available for you. Would you be interested in
learning more about it? (Must say clear Yes)
"Unfortunately I do not have licensed agents in XX that can help you with
this, but I do have another great offer you can take advantage of..."
OPENING DOWNSELL: All right. I see here we have a Final Expense policy available
for you. Would you be interested in learning more about it? (Must say clear Yes)
QUALIFIERS
Well, you certainly are eligible! We work with agencies in all the United States that handle
plans designed to cover 100% of your end-of-life expenses. Final Expense policies cover
burial, funeral, and cremation expenses. I will get a Live Agent on the phone who can
assist you in getting the best policy available. Do I have permission to connect you to the
3rd party agent? (MUST BE YES)
DISPO AS DSFE
===========================================
DENTAL OFFER SCRIPT
MONDAY-FRIDAY 10:00 AM - 6:00 PM EST (8:00 AM - 4:00 PM NI)
NO SPANISH
Thank you for calling the Enrollment Center. Would you like to know more about the
great Dental Coverage Plan we have available for you? Wait for YES
DOWNSELL: Ok. I do see here we also have a great Dental Coverage Plan available
for you. Would you be interested in knowing more about it? Wait for YES
Great, let me ask you a few simple questions to learn more about your situation:
Do you currently have any medical insurance? (Medicare, Medicaid, ACA, Work
or Private Insurance)
What is your estimated yearly income? (Minimum $20,000)
Interest question:
So, just to be clear. You are interested in talking to a licensed agent about our Dental
Coverage Plan, right? (WAIT FOR CONFIRMATION)
WRAP UP: Please hold the line while I connect you to an agent who can assist you.
Handoff Warm Transfer ALL CALLS to 5617819211
Hello, I have (PROSPECT’S NAME) from (STATE) on the line and he/she is eager to
learn more about your Dental Coverage Options. Can you please assist? Wait for YES
Dispo as DSDENT
======
DEBT OFFER ENG
Hours Monday-Friday: 11:30 AM - 7:00 PM EST (9:30AM - 5PM
NI)
OPENING DOWNSELL:
Since I couldn’t help you with that, let me ask you: Do you have any outstanding debt
you would like to resolve? (MUST BE YES TO CONTINUE)
OK. We have a variety of options to help consumers resolve their outstanding Debts.
2. Do you currently have at least $10,000 in unsecured debt? For example: Credit
cards, Medical bills, unsecured personal loans, and utility bills. (MUST BE
YES)
3. Are you currently enrolled in another debt program? (MUST BE NO)
4. Are you currently able to make payments to your debt? (MUST BE YES)
5. What is your preferred form of payment? (DEBIT CARD, CHECK ACCOUNT,
BANK ACCOUNT) ANY IS GOOD, JUST CAPTURE AN ANSWER
6. Thanks. Let me have your first and last name, please.
Well, you certainly are eligible! What I’d like to do now is get you connected to my account
manager. Do I have your permission? (MUST BE YES)
WARM HANDOFF
Hello, I have (PROSPECT’S NAME) from (STATE) on the line and he/she is interested in
resolving his/her outstanding debts. Can you please assist? Wait for YES
Not Interested REBUTTAL
Ok, that's fair. Just so I am clear: we have a program where we can help consumers
resolve outstanding debt. Do you have any need to resolve your debt?
============================================
DEBT OFFER SPA
Hours Monday-Friday: 9:00 AM - 7:00 PM EST (7:00AM-5PM NI)
OPENING DOWNSELL:
Aunque no pudimos ayudarle con la oferta previa, quiero aprovechar que sigue en la
línea para hacerle la siguiente pregunta: ¿Tiene alguna deuda pendiente que le gustaría
solventar? (MUST BE YES TO CONTINUE)
Muy bien, tenemos una variedad de opciones para ayudar a las personas a solventar sus
deudas pendientes.
DISPO AS DSDEBT
====================================================
NO VALUE TRANSFER (ENGLISH)
1. Does not have Medicare or Not Interested in Benefits.
2. Does not qualify for any offer or Not Interested.
3. "All right, would you like to hold on the line to hear additional offers?" MUST BE YES
BLIND TRANSFER TO 5617940035
4. Dispo as NOVALUE.
====================================================================
NO VALUE TRANSFER (SPANISH)
1. Does not have Medicare or Not Interested in Benefits
2. Does not qualify for any offer or Not Interested
3. "Muy bien, ¿le gustaría esperar en la línea para escuchar ofertas adicionales?"MUST
BE YES BLIND TRANSFER TO 8135478987
4. Dispo AS NOVALUE
==================================================================
NDQ_ACA_ENG_VCSI
NDQ_ACA_ENG_VNSX
NDQGEN_ENG_ACA_VSNH2
NACA_POSTCARD_YOU
INBOUND OPENING:
Thank you for calling the Enrollment Center, my name is XXX and today we will help you
with a low-cost or even free health insurance plan. To get you an agent who can help,
I’m just going to ask you a few questions:
DOWNSELL OPENING:
You have been pre-qualified for a low-cost or even free health insurance plan. To get
you an agent who can help, I’m just going to ask you a few questions:
What is your State of Residence and Zip Code? (NO PUERTO RICO, VIRGIN
ISLANDS OR TERRITORIES)
Do you currently have any type of Health Insurance? (No Medicare, No Medicaid)
IF HAS ACA, PITCH ACA, BECAUSE THEY CAN GET A BETTER PLAN.
o If prospect says “Yes”, ask: IS IT A GROUP INSURANCE OR THROUGH
WORK? IF NO, PITCH ACA. IF YES, PITCH ANOTHER OFFER.
o If prospect says “No”: PITCH ACA
Just to be clear, you DO have an SSN, right? (Social Security Number)? MUST
BE YES (DO NOT ASK FOR THE NUMBER)
o If prospect says NO: DO NOT CONTINUE
o If prospect says YES, say:
Are you interested in talking to my specialist about getting a free health insurance
plan? CAPTURE YES
Do I have your permission to connect you with a licensed agent who can assist you?
(MUST BE YES)
These are all terms used to describe The “Affordable Care Act” (ACA). People
asking/mentioning these terms are Eligible for ACA: MarketPlace, ObamaCare, Health
Market, www.healthcare.gov
$0 Copay
Hospital
Emergency services
Access to prescription drugs at a lower cost
Lab & Pediatric services
Pregnancy, maternity, and newborn care, among others.
Ambetter is an Insurance Carrier for insurance offering health plans under the
“Affordable Care Act” (ACA). People asking/mentioning Ambetter are Eligible for ACA
Free $500 Card: This a Popular Benefit (similar to Flex Card with Medicare) offered by
some ACA Health Carriers
====================================================================
DSACA REBUTTALS
2. Not Interested
Now, just to be clear: under the Affordable Care Act, you may qualify for a Zero
Premium Plan. Wouldn’t it make sense to see if we can get you a low-cost or free
health plan? (PAUSE FOR AN ANSWER)
ALLOWED AL, AZ, AR, CA, CO, CT, DE, DC, FL, GA, ID, IL, IN, IA, KS, KY, LA,
STATES ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND,
OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI and
WY
Transition
Ok, we also have a great Hearing Aid benefits offer. Are you interested in learning more
about the hearing benefits we have available for you, and purchasing hearing aids at a
low-cost price? (MUST BE YES)
Great, I will transfer you over to a representative and they will give you more information
about it. Now, before I transfer you I just want to make sure: you are interested in learning
more about hearing aids, Correct? (MUST BE YES)
todos For ALL ACA Ingroups (whispers):
OPENING:
Thank you for calling the enrollment center, to find the
best option for you, let me have you age.
If “Yes“, ask: ¿USTED RECIBIÓ LA TARJETA ROJA, BLANCA Y AZUL QUE DICE
MEDICARE?” MUST GET A CLEAR AFFIRMATION TO CONTINUE
DISCLAIMER
TRANSFER TO
OVER 75 = 7327828070
UNDER 75 = 8133039059
===========================================
SPANISH REBUTTALS
4. Quiero XXX beneficio / Estoy llamando por XXX beneficio que vi en un anuncio.
Ese es uno de los beneficios que puede obtener este 2024. Solamente debo verificar
información básica y luego lo transferiré con mi especialista. Él revisará todos los planes
que incluyan este beneficio y estén en su área. Ok? Go back to script
6. No tengo tiempo
Estoy seguro que puede invertir unos minutos de su tiempo si pudiésemos conseguirle
nuevos beneficios. Como los que le mencionaré…. (LIST BENEFITS)
16. ¿Estos beneficios son gratis? / ¿Cuánto debo pagar por este beneficio?
Esta consulta es gratis y mi Agente Licenciado le dará los detalles acerca del costo y
cualquier pago asociado a él. (AFTER USING THIS REBUTTAL, ASK PROSPECT AGAIN
IF IS INTERESTED IN THE BENEFIT)
==========================================