Q3M: Medicare Call Transfer Script – 2021

1. INTRODUCTION

      “Hello, this is [Advisor’s Name] from The Medicare Assistant on a recorded line. May I please speak with [Lead’s Name]? I am calling in regard to your online inquiry and I was assigned to follow-up with you regarding your Medicare insurance options in the State of ______________.

2. PURPOSE OF THE CALL

       “My goal is to ask you a few simple questions to verify the information we have and to help you learn more about no copays and deductibles. We want to help you choose the right Medicare plan that fits your needs for 2021.”

3. VERIFICATION

“Just to confirm Mr./Mrs. Customer, we are reviewing these affordable Medicare options for you and  I have your full name as (Full Name); I have you at (Zip code), in the State of ______ and your phone number is (Phone). Is that all correct? 

4. QUALIFYING QUESTIONS

1. Do you currently have Medicare Parts A and B active ?

IF NO:  Will you be enrolled within the next 3 months?

1. • IF YES: Continue, next question 
   • IF NO:  provide se.themedicareassistant.com
2. Do you have one of the following, Medicaid, receive extra help on your medications or have a low-income subsidy?

• •  IF YES or NO:  Ok, thank you.  Read SOA: Great news, most people in your situation have additional benefits they might qualify for in 2021. I am going to transfer you to a licensed agent that specializes in Medicare Advantage Plans ok? (**Failure to read SOA results in Autofail) (MUST GET A CLEAR CONFIRMATION FROM THE CUSTOMER)

IF YES: GO TO V. SET EXPECATIONS ***
IF NO:  se.themedicareassistant.com
“I already have a plan for 2021, I’m already working with an agent”
                      There are plenty of options and benefits to choose from.  Let’s make sure you have all your options available.  I am going to transfer you to a licensed agent that specializes in Medicare Advantage Plans, ok?

5. SETTING THE EXPECTATIONS (Failure to read expectations results in AF)

“Mr./Mrs._________ I’d like to commend you for taking time to review your Medicare Insurance options. This is very important decision, please stay on the line as I transfer you.”
“You will hear a hold music and the licensed agent will be joining the line. I will introduce you, so you don’t have to repeat all your information. Here we go.”

6. HAND-OFF SCRIPT

“Hi” my name is [Advisor Name] on a recorded line. I have Mr./Mrs. [Lead First & Last Name] on the line with me.  (Please provide a recap of Lead’s Medicare Info and you must inform the agent if the lead has Medicaid.)
He/ She currently has Medicare Part A and B. He /She is in the state of , with a zip code of —-, and phone number is ——.
                                         OR
He/ She will be enrolling in Medicare Part A and B in the next 3 months. He /She is in the state of , with a zip code of —-, and phone number is ——.
   
                Say to Lead:

Q3M:  SELF ENROLLMENT– OEP 2021

MS Transfer Scorecard

MS Transfers Short Guide