April 1st SCRIPT

“Hello Mr./Mrs. __________ I am (say your name) with Senior Benefits. I am calling you today to
discuss your Medicare Health Plan! If you qualify, we may be able to help with prescription drug
costs and your part B premium, as well as dental, vision and other benefits. How are you doing
today?

“Wonderful! I am now going to ask you a couple of questions to see if you qualify.”

#1 “Do you have Medicare parts A&B?” This needs to be a yes, (if they say no, ask them if they
will be receiving medicare within the next 90 days)

#2 Do you have Medicaid? (Medicaid is insurance through the state. If they have medicaid, they
may be able to get a lot of extra benefits like a food card, transportation, etc. Medicaid is always
a good transfer)

#2 Is your income below $1549 per month if single, or $2080 if married? (If they are below this
income they may be eligible for extra help for their prescription drug costs, and they may also be
able to have their Part B premium covered by the state. This is through the Medicare Savings
Program. The agent will help with this)

#3 “Do you have a secondary insurance like Humana or United Healthcare?” “Do you pay a
monthly premium for this?” (Most often they will say yes, because they pay for their Part B, so
you will most likely hear 148.50 or 170.10 meaning they have an advantage plan or if you hear
another amount, it is most likely a supplement.)

#3 “Is your plan a supplement, retirement plan, or Advantage Plan?” (If they say supplement or
retirement, do not transfer unless they cannot afford their premiums for their supplement. Tell
them to stay with what they have, that it is the best option for them, and to have a wonderful
day. If they say Advantage, or they don’t know, transfer. Most often people know if they have a
supplement or retirement plan)

This is the last question Mrs./Mr.____________

#4 “Do you receive Military benefits such as Tricare, VA, or Champ Va?” If they say Tricare or
Champ VA, let the call go and thank them for their time. (If they say VA you will say), “You may
be able to receive additional benefits on top of your VA benefits at no additional cost to you!”
(VA offers vision and hearing but NO dental. Also, many advantage plans for VA offer dental,
OTC, and a part B giveback now in certain areas)

“Wonderful. It appears you qualify for these new benefits or extra help at no additional cost to
you!”
“Mr./Mrs. _________ I am going to transfer you to one of our licensed agents so they can
discuss the extra benefits you may be entitled to! Please stay on the line, and I will get you right
over! (sometimes hold times are several minutes, keep talking to them asking how their day is,
weather, holidays, etc.)

Fronter Cheat Sheet MMG/SCD

LIS/Extra Help- If they qualify, they can get extra help for their prescription drug costs which
can save them thousands of dollars a year.

MSP Medicare Savings Program - If they qualify they may not have to pay their Part B
premium which is $170.10. The state will cover it.

Part A&B Premium for 2022 $170.10

Premium -Amount they pay for plan (many advantage plans are zero cost)

Copay - Amount they pay for doctors visit/prescriptions

Scenarios

What company are you with? What is Senior Benefits? Senior Benefits, my job is to find a
specialist in your area who represents all the major carriers. (Humana, BCBS, UHC, Aetna,
Cigna, Wellcare )

I already changed my plan, it is not the enrollment period - October 15th - December 7th is
the Annual Enrollment Period. January 1st - March 31st is the Open Enrollment Period. You
have another opportunity to compare the new plans for 2022 with a specialist in your area.

I don’t want to leave Humana (carrier, humana used as an example) -The agents have
access to many plans with all carriers. You may be able to stay with the same carrier, just
upgrade your plan!
Can I get money back into my social security? -the agent/specialist will search to see if a
plan offers this in your area.

Anything you don’t understand you should say, “my specialist will be able to answer all
of your questions.” If they qualify, transfer them immediately. Or, “this is a great question, let
me get you over to a licensed agent and they can answer this for you.

Transfer This is IMPORTANT!!!

Transfer- Introduce yourself, the client, state the information they gave and what interested
them. Money back into social security?? Flex card? Dental? Too many transfers are being sent
over without the fronter letting the agent know what they’re interested in. Some may be just
extra benefits, but a lot of the time it is money back in your social security, flex card, dental, etc.
It is important to let the agent know. This is a MUST! If not, they often lose the call.

Example: Hi my name is Joy, and I have Mrs. Jones on the line, in the state of Florida, and her
zip code is 33306. She has her Medicare Parts A&B, UHC as her secondary, and she is
You all will be using Calltools. Please read and pay attention to the instructions, as I do
not have time to answer questions that already are answered.