Amigos BPO – Medicare script

KEY is to never stop. Keep on talking

INTRODUCTION
Thank you so much For Calling (Company Name), my name is………. on a recorded line. How are you doing today?

AGENTS MUST FOLLOW OPENING SPIEL VERBATIM

It looks like you inquire about the Medicare plan benefits through our website in your area that you may be eligible for. I believe you have Medicare Part A and B, right?

INFO GATHERING

● Do you make all your decisions by yourself on Medicare? ( Cx should be decision-maker )

● What's your Zip code?

● I believe you have Medicare Part A & B Right? (Must have A&B )

● What's your First and last name?

● What's your Date of Birth? (If customer hesitates to provide or doesn't want to, move onto next question)

If Customer is disabled (he/she must have Medicare A&B and must be over 60 Y/O only)

● Do you receive any extra help from the state like Any RETIREMENT PLAN, VA, OR Tricare?

(Must be NO)

● Do you receive any assistance from your previous employer? ( Must be NO )

● Do you have your Medicare Card Available (if cx says no then ask )Do you remember your SSN My license agent might gonna ask you ? (Ans should be yes otherwise don’t proceed the call)

● Ok so now I’m going to connect your call to our licensed insurance agent who will assist you further and let you know what the best option is we have for you, okay??

( If Okay )

Before I connect you with a licensed insurance agent, I need to play a short recording for compliance and quality assurance purposes. At the end of this recording please say YES if you agree then we will proceed further.

DISCLAIMER
“Before we proceed I need your electronic voice signature that is the same as giving us your written consent to receive marketing communications by us or our partners by automated dialing system. That will override all Tele-marketing and do not call laws. Your consent is not required as a condition to purchase any product or services including Medicare Supplement , Medicare Advantage and PrescriptionDrug Plans. Your consent can be revoked through any
Please say YES if you agree. (Must take YES/I Agree) (Don’t transfer if NO Drop the call)

If CX says NO to the disclaimer, DO NOT proceed with the call.

If CX says ‘I don’t know’ , ‘I am not sure’ OR if customer is confused: Guide CX ONCE ONLY.
ONLY (YES) and (I AGREE) is allowed

Rebuttals:

1. How much will it cost me?

2. What benefits will you provide me?

(for all these questions, use the following rebuttal.

I will connect your call with a licensed agent and they will review your plan and let you know what benefits and plans that you may be eligible for at no additional cost to you. We are just trying to upgrade your plans and benefit.

CX should not be rebutted more than once. If CX keeps asking more questions, HANG UP the call.

If CX says (I am happy with my plan), rebut once. If CX agrees, connect the call on D99 only

RED FLAG INDICATORS

DO NOT PROCEED THE CALL IF CX ASKS ANY OF THE FOLLOWING

RF1: I did not inquire online

RF2: I did not call you, you called me.

RF3: Someone helps me with the decision making. (Even if they have legal power of attorney, do not proceed with the call)
RF4: If CX asks about company information, location, phone number or tries to get any other information whatsoever

RF5: During call with licensed agent, if CX asks about company’s name or contact in ANYWAY POSSIBLE: HANG UP BOTH LINES
RF6: If CX is not willing to give SS number or MEDICARE card number, DO NOT PROCEED.
RF7: If you connect the call and licensed agent says: CX is on DNC: DO NOT ATTEMPT TO CONNECT THE CALL ON ANY OTHER LINE.

RF8: If CX gives wrong information, CX information is not on tools, wrong age, sounds younger than given age
RF9: If CX sounds very agreeable and smooth to everything and is excited to be connected to the licensed agent, too excited to get a quote. ( HANG UP and DISPOSE DNC)

Non Eligible Customers

CX is in rehab center, nursing home, hospital, long term caring facility

below 65 and above 90

Lead Will be rejected and penalty will be 25$ if you transfer these

4 Digits Golden Number

Amigos BPO – Medicare script
KEY is to never stop. Keep on talking
Consumer is on FDNC and Closer DNC forgot to play a disclaimer
Pushes Not Interested Customer and rebut more than once
Forgot to submit compliance form penalty will be 100$

Lead will not be paid if

Forgot to submit sales form after disposing in sale (Google Form)

COMMON QUESTIONS
What is Medicare Part A? What does Part A cover?

As hospital insurance, Medicare Part A generally covers

● Inpatient hospital stays

● Prescription drugs administered to you as part of your inpatient treatment

● Skilled nursing facility stays

● Mental health inpatient stays

● Hospice care

● Limited, temporary home health care

What is Medicare Part B? What does Part B cover?

Medicare Part B is medical insurance. It typically covers a wide variety of medical services and supplies. Here are just a few:

· Annual wellness exam (no cost, one every 12 months)

· Doctor and specialist visits

· Preventive services, like flu shots

· Bone mass measurements (to see if you’re at risk of broken bones)

· Tests and screenings if you’re at risk of certain diseases

· CPAP (continuous positive airway pressure) machines for sleep apnea

· Certain diabetes equipment and supplies

· Limited home health visits when medically necessary

· Durable medical equipment, like wheelchairs and walkers

What is Medicare Part C?

Medicare Part C, also known as Medicare Advantage,

Medicare Advantage Plans are HMO and PPO plans offered by private insurance companies instead of Government and provide much higher level of coverage

Than Medicare.Some Medicare Advantage plan have Prescription Drug Coverage Built-In and this makes a medicare Advantage plan a perfect solution for medicare beneficiaries on a budget who also want value

What is HMO Plan?

An HMO plan is a Medicare Advantage plan (Part C) that offers everything Medicare covers plus additional benefits such as prescription drug coverage (Part D), vision and hearing exams, preventive dental coverage, and discounts on fitness programs. In addition, Medicare Advantage HMO plans can help save you money with monthly premiums as low as $0 and an out-of-pocket maximum that limits what you pay for medical services in a year.

What is a PPO Plan?

A PPO plan is also a Medicare Advantage Plan (Part C), but it works differently than an HMO plan. With a PPO plan, you don’t have a PCP. Instead, you can access any doctor or hospital, but you would be responsible for coordinating your care. Seeing doctors inside the network will generally have lower costs for services than seeing a doctor outside of the network. A PPO plan provides everything Medicare covers plus additional benefits such as prescription dr

What is a part D (Prescription Drug) Plan?

Medicare Part D, the prescription drug benefit, is the part of Medicare that covers most outpatient prescription drugs. Part D is offered through private companies either as a stand-alone plan, for those enrolled in Original Medicare, or as a set of benefits included with your Medicare Advantage Plan