Medicare Script
“Hi [Beneficiary Name—Their Name], this is [Your Name] from [Agent’s Company] calling on behalf of [Agent Name], [Agent NPN #]. I’m calling to provide you with information about Medicare plans that may benefit you.”
→”How are you doing today?”
→(Positive) “That’s great to hear!”
→(Negative) “Sorry to hear that.”
→”[Their Name], I want to let you know that this call is being recorded for quality assurance, and l am working with a
licensed agent that is affiliated with multiple Medicare plans. If it’s alright, may I proceed? This will just take a couple minutes of your time.”
→”As a disclaimer, we must state that we do not offer every plan available in your area.
→(*Skip if unknown.) Currently, we represent [insert number of organizations] organizations which offer
[insert number of plans] products in your area.
→Please contact Medicare.gov,
1-800-MEDICARE, or your local
State Health Insurance
Program (S-H-I-P) to get information on all of your options”
→“We are not affiliated with the U.S. government or the federal
Medicare program.”
→“Original Medicare, Medicare A & Medicare B, only are covered by Federal Programs. Medicare C & D and other Medicare options, for example, is considered
private insurance that compliments Original Medicare. These additional Medicare options may help save you money: they may reduce premiums, add additional coverage or may fill in the gaps of Original Medicare. Would you be interested in having, [Agent Name]
from [Agent’s Agency], a licensed Medicare agent, contact you to help you understand your options and
give you more information?”
→“Okay, great. If it’s okay, I’d like to get some basic information that I can pass on to [Agent Name], your Medicare
agent. That way [Agent Name] can quickly get into talking about the benefits
→Live Transfer: once the call is connected.”
→Appointment-only: when [Agent Name] gives you a call.
→QUALIFYING QUESTIONS:
- [Their Name], May I get the spelling of your full name? (spell it out to get correct spelling ie. A for alpha, H as in hotel.)
- Is this number a good number to contact you? (Verify Phone Number-Read it off to them for
confirmation.) - What is your Date of Birth (Must be 3 months before age 65, 4 months if birthday is on the 1st or just turned 65
or up to 3 months after turning 65. Exceptions for special enrollment periods.) - What is your address? Would you like an in-person visit from our agent? (Only ask if agent
requests this.) - Are you currently enrolled in Medicare Part A and Medicare Part B?
- Do you currently have a Medicare Advantage plan or a Medicare Supplement (Medigap) plan?
- Do you have any other health insurance coverage, such as employer-sponsored insurance?
- Are you concerned about out-of-pocket costs like copayments, coinsurance, and deductibles?
- Are you interested in additional benefits such as dental, vision, hearing, or fitness programs?
- Do you need coverage for services like home health care, rehabilitation, or transportation?
- Lastly, are you a smoker or nonsmoker?
→Live Transfer: Would it be alright if I connect you with [Agent Name]? Give me just a minute while I connect your call.
*Live Transfers are always warm transfers: wait for agent to
connect then introduce them and the person on the line.
→Busy Line: [Agent Name] is not available at the moment to take your call. When would be a good time to schedule a call? Tomorrow or the following
day? Which works best for you? Morning or Afternoons? Okay, Perfect. I have you scheduled.
→Appointment-Only Leads: When would be a good time to schedule a call? Tomorrow or the following
day? Which works best for you? Morning or Afternoons? Okay, Perfect. I have you scheduled.
Close:
→Live-Transfer: “[Agent Name], this is [Their Name]. [Agent Name] will take it from here. Have a wonderful day. Bye now.”
→Busy or Appointment-Only: “Thank you so much for your time, [Their Name]. [Agent Name] will be in touch
with you soon. Have a wonderful day! Bye now.”
IMPORTANT* Document exactly where they opted-in to receive calls. Do not use this lead without
proper documentation. All leads must have documentation of PTC (Permission to Contact). Do not call
leads on holidays. Only call between the hours of 8:00 AM to 9:00 PM. All calls must be recorded
according to Medicare compliance guidelines.