Agent Call Script

Greeting

“Thank you for calling [YOUR COMPANY NAME]. My name is [FIRST & LAST NAME]. I’m a licensed sales agent. How may I help you?”

Pause. Let them explain why they called.

Repeat their reason + recording

“Okay, great. I’ll be happy to help you look into [WHAT THEY CALLED ABOUT]. Just letting you know, this call is recorded for quality assurance and compliance. Okay?”

Pause. Wait for their confirmation.

Record from the start using your approved process. Use any carrier/state-required recording wording. If they decline, follow your agency’s procedure. Acknowledging their concern is not a promise of a benefit.

ZIP code + callback number

“What ZIP code do you live in so I can pull up the plans available in your area?”

Pause.

“And what’s the best phone number in case we get disconnected?”

Pause.

Required plan-choice disclaimer

“We do not offer every plan available in your area. Currently we represent [NUMBER OF ORGANIZATIONS] organizations which offer [NUMBER OF PLANS] products in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”

Use accurate local counts and the applicable required disclaimer. Read before discussing benefits. Do not read the bracket labels or use a range of counts.

Personalize the transition

“Okay, [FIRST NAME], I’ll be glad to help you look at [THEIR STATED NEED]. Let me ask you a few questions so I can check the options that fit your situation.”

If the reason is still unclear, ask: “What prompted you to call today?” Don’t repeat a broad “What’s most important?” question later.

Medicare Parts A & B

“Do you have Medicare Part A and Part B?”

Pause.

Confirm effective dates, service area and a valid election period before enrolling. AEP applications begin October 15.

Decision maker

“Do you make your own healthcare decisions?”

Pause.

If someone else makes the decisions, verify their authority through the carrier’s process.

Current plan + how long

“What health plan do you have right now?”

Pause. Get the plan name.

“Okay, great. How long have you had that plan?”

Pause.

“Do you also have Medicaid?”

Pause.

Use the ZIP code from the opening. Confirm the county only if the ZIP spans more than one. Skip plan questions they already answered; reconcile with the lookup later.

Other coverage

“Do you have any employer, union or retiree coverage, VA benefits, TRICARE For Life, or CHAMPVA?”

Pause.

If applicable, ask where they get prescriptions covered. Check coordination and the effect of a change before recommending enrollment; don’t assume these coverages work the same way.

Agree on the scope of the conversation

“With your permission, I’d like to compare Medicare Advantage plans with prescription drug coverage. Talking with me does not obligate you to enroll or automatically enroll you in a plan. Your coverage will not change unless you choose to enroll. Is it okay to discuss those options?”

Get a clear response before continuing.

Complete and record the Scope of Appointment in your approved system before moving on. Use the carrier’s required SOA language. This spoken transition is not a replacement for that record.

Uncover a benefit Only if needed

Skip anything they already told you. Choose only the questions needed to uncover two benefit priorities; you don’t need to ask all three. Still complete the medical and prescription review below.

“Do you get your teeth cleaned regularly?”

Pause.

“Do you wear glasses?”

Pause.

“Do you travel or spend time away from home?”

Pause. Follow their answer naturally.

Primary doctor

“Okay, what’s the name of your primary care doctor?”

Pause.

Other doctors

“Okay, great. Do you see any other doctors or specialists?”

Pause. Collect their names.

Preferred hospital

“Do you have a specific hospital you prefer?”

Pause.

Confirm provider locations and the exact plan-year network, including the preferred hospital. Don’t promise network access before checking.

Medications

“What medications do you take?”

Pause. Let them finish the list.

Confirm each drug’s name, strength, form, quantity and frequency in the approved tool.

Pharmacy

“Okay, great. What pharmacy do you go to?”

Pause.

Confirm the exact location and any mail-order pharmacy. Next, ask permission for the coverage lookup.

Ask before the lookup

“Okay, [FIRST NAME], I want to make sure I’m giving you accurate information. May I use our plan comparison tool to look up your Medicare eligibility and current coverage so I can check your options?”

Wait for a clear yes. Only then continue.

Use only an authorized lookup and complete any tool/carrier-required consent and identity checks. This request is not enrollment consent or permission to share data with other marketers. If they decline, do not run the lookup.

After permission

“Thank you. May I have the Medicare number on your red, white and blue card, and your date of birth?”

Pause.

Enter these only in the approved system—not in this page’s call notes. Collect only what the authorized tool requires.

Confirm their plan

“Okay, great. I see [CURRENT PLAN NAME] listed here. Is that the plan you have now?”

Pause and confirm.

Match the lookup to the plan name and how long they said they’ve had it. If that is still unanswered, ask: “What plan do you have, and how long have you had it?” Resolve any difference before comparing.

Explain your role

“I work directly with companies like [CARRIER A], [CARRIER B] and [CARRIER C] here in your area. My job is to leave no stone unturned among the plans I can offer, so I’ll compare those options with the doctors, medications and benefits you’ve told me about.”

Name two or three actual local carriers you are appointed and ready to sell. Don’t imply you offer every plan or guarantee a perfect match.

Ask for a quick hold

“May I put you on a quick hold while I free up a screen and compare those plans for you?”

Wait for permission.

Use the screen explanation only when accurate. Compare the exact plan, providers, hospital, prescriptions, pharmacy, premiums, cost sharing, eligibility and their priorities.

Check in every 2–3 minutes

“[FIRST NAME], thank you for waiting. I’m still checking [WHAT YOU’RE VERIFYING]. Is it okay if I take another couple of minutes?”

Pause. Continue only if they agree.

Thank them, then stop

“Thank you for holding, [FIRST NAME]. Sorry about that wait.”

Pause. Wait for them to respond.

Explain what you checked

“What I was doing was comparing plans from [CARRIER A], [CARRIER B] and [CARRIER C] against what you told me. Remember I mentioned that I work with more than one company?”

Pause. Let them answer.

Name only companies and plans you actually checked. Explain any relevant gaps or tradeoffs.

Introduce the carrier and plan

“I found a plan that looks like a good fit for the needs we discussed. It’s [PLAN NAME AND TYPE] from [CARRIER]. Have you heard of [CARRIER] before?”

Pause.

Use the real carrier’s name, not “Blink.” Avoid “fits all your needs” or unsupported praise. If there isn’t a suitable plan, explain that honestly.

Their most important benefit → trial close

“You told me [THEIR TOP PRIORITY] was important. With this plan, [EXACT BENEFIT, AMOUNT AND IMPORTANT LIMITS]. How does that sound?”

Stop talking. Wait for the answer.

Read the actual benefit from the current Summary of Benefits; include eligibility, network and limits that matter to the client.

Two other benefits

“It also includes [SECOND RELEVANT BENEFIT AND LIMITS]. And for [THIRD NEED], [EXACT BENEFIT OR COST].”

Pause. Let them respond before the warm close.

Use what they mentioned—such as dental, vision or prescriptions. Don’t invent a third need or benefit just to fill a slot.

Warm close

“All I have to do is keep reading benefits like I am now, and we can add these benefits to your Medicare coverage by enrolling you in [PLAN NAME]. Would that work with you?”

Pause. If yes, continue the benefit review.

A yes lets you continue the review; it is not enrollment consent. These benefits come with enrollment in the selected plan. Explain how that changes their current coverage, and keep all required SOA and enrollment disclosures.

Plan basics + prescriptions

“The monthly plan premium is [PREMIUM]. [REQUIRED PART B PREMIUM LANGUAGE]. The medical deductible is [DEDUCTIBLE DETAILS].”

“At [PHARMACY], your prescriptions are [COVERAGE AND COSTS], with [APPLICABLE DRUG DEDUCTIBLE AND RESTRICTIONS].”

Confirm the exact doctors, hospital and pharmacy network; explain plan-type/referral and prior-authorization rules, drug coverage, and the effect on current coverage. For MA-only plans, explicitly confirm there is no Part D coverage and review the client’s other drug coverage.

Primary care → specialist → urgent care → ER

“For primary care, [COPAY AND CONDITIONS]. For a specialist, [COPAY AND CONDITIONS]. Urgent care is [COST AND CONDITIONS], and the emergency room is [COST AND CONDITIONS].”

Pause. Let them ask questions.

Hospital

“For an inpatient hospital stay, [EXACT COST SHARING, PER DAY OR PER ADMISSION, AND NUMBER OF CHARGED DAYS].”

Pause.

Maximum out-of-pocket

“The plan’s annual in-network maximum out-of-pocket for covered medical services is [AMOUNT]. [APPLICABLE COMBINED OR OUT-OF-NETWORK LIMIT].”

Pause.

Inpatient mental health Humana reminder

“For inpatient mental health, [EXACT COPAY AND CONDITIONS]. [ANY APPLICABLE DAY LIMIT AND WHETHER IT IS A LIFETIME LIMIT].”

Pause.

Use this extra reminder for Humana. Read the actual plan’s benefit; don’t assume a fixed day limit. Other carriers’ required mental-health or other benefit disclosures still apply.

Finish the required review

Before the recap, finish any remaining required benefits/disclosures and the Pre-Enrollment Checklist. Explain where the client can access the Summary of Benefits and Star Ratings, and follow materials-format requirements. Do not skip required items just because they are not listed above.

Recap the benefits that mattered

“That was it for the benefit review. Remember, this plan gives you [FIRST IMPORTANT BENEFIT] and [SECOND IMPORTANT BENEFIT], with the costs and limits we discussed.”

Only say the review is finished after all required items are covered.

Final close

“[FIRST NAME], how would you feel about trying out this plan for January 1st? Would that work with you?”

Pause. Wait for a clear answer.

Use the correct effective date. “Trying” still means a real enrollment and coverage change, not a risk-free trial. Make sure they understand the effect on their current coverage; don’t imply they can reverse it at any time.

Move into enrollment

“Great. Let’s go through the enrollment questions together.”

Click Enroll in Sunfire. Read every required on-screen statement, attestation, question and disclosure, and complete the signature process. Confirm the Pre-Enrollment Checklist is covered before submitting. A yes to the warm or final close does not replace enrollment consent. Stop if there are unresolved questions.

After Sunfire is complete

“Thank you, [FIRST NAME]. Your application has been submitted to [CARRIER] for a requested start date of [EFFECTIVE DATE]. The carrier will confirm your enrollment.”

Say “submitted” only after submission is confirmed. Give the confirmation number and next steps shown by the carrier. Do not say approved unless it is confirmed.

Give your direct line

“My direct number is [YOUR DIRECT NUMBER]. Let me repeat that: [YOUR DIRECT NUMBER]. Please save it so you can reach me with any questions.”

Pause. Make sure they have it.

Book the 24–48 hour check-in

“With your permission, I’d like to check in within the next 24 to 48 hours to see how your application is progressing and answer any questions. Would [DAY AND TIME] work for you?”

Pause and agree on the appointment.

Two weeks + one month + coverage start

“I’d also like to check in in about two weeks to make sure you have what you need, and again in about a month. If your coverage starts later, I’ll check in when it begins too. Is that okay?”

Pause and confirm permission.

Book the agreed 24–48 hour, two-week and about-30-day reminders. For a January start, add an early-January check-in when that is separate from the 30-day call. Combine overlapping dates and honor their contact preference.

Thank them

“Thank you for choosing [YOUR COMPANY NAME], [FIRST NAME]. I look forward to speaking with you on [APPOINTMENT DAY]. Have a great day.”

Document permission and appointments in the Midwestern Financial CRM. Apply the agency’s configured Medicare Sold tag after the sale and verify the workflow; do not create a look-alike tag.