OUTBOUND OPENING:

Hey (FIRST NAME) this is _________ calling about your affordable Medigap coverage are you
insured now? (ANYTHING OTHER THAN AFFIRMATIVE ANSWER GO TO OPENING
REBUTTALS!!! Example: “not interested, call me back, how did you get my info, I’ve
gotten a ton of calls”)

PRE-QUALIFY
Okay. Great!  My records show that you’re now Medicare eligible. At the Senior Health Center,
we work with the TOP Major A-Rated Medigap Agencies. My job is to go over ALL your
options, help you find the best Medigap plan for the best price, then have you assisted
through the enrollment process.

Has anyone explained what Medicare Covers, what it doesn’t, and how supplements have
proven to be essential?

NO MATTER WHAT THEY SAY: Supplements help cover the 20% gap that Original Medicare
does not cover, so many people find that they don’t have to worry about dipping into savings to
cover medical expenses. 

Are you between the ages of 64 and 80?

IF YES: Great, can you confirm your date of birth is (Month) (Year)?
IF NO: Do you currently have Medicare Parts A & B? (If yes, transfer to “ADVANTAGE <130. If
no, disconnect call and dispo as “Not Qualified”)

TIE DOWN
Now (First Name) as I said before, we work with the TOP Major A-Rated agencies – to help
narrow things down, are you on MediCAID?

IF YES: (FIRST NAME) the good news is that there are plans available with little to no monthly
cost. (transfer to “ADVANTAGE TRANSFER <130”) 

IF NO: Are you able to afford $130 a month for 100% coverage? (MAKE THEM ANSWER!!!)
IF YES: Okay, great! (transfer to “SUPPLEMENT TRANSFER >130”)

IF NO: (FIRST NAME) the good news is that there are still plans available with little to no
monthly cost. (transfer to “ADVANTAGE TRANSFER <130”) 

TO TRANSFER Supplement: I’m going to connect you to a Medicare Specialist licensed in the
state of ________.  I’m transferring you now to go over your best available options.  Please give
me just one moment while I get you connected. 

WARM HAND-OFF SUPPLEMENT: Hey (Agent), I have (First Name) on the line. (First Name)
is interested in a Medicare Supplement plan. (First name), you’re in good hands, I’m getting off
the line now.
TO TRANSFER Advantage: These plans are called Medicare Advantage plans, and they are
going to be your best fit. I am going to connect you with a department that can give you more
information about these plans, OK? (If YES go to Advantage Handoff)(If NO go to Advantage
Transfer Rebuttal)

WARM HAND-OFF ADVANTAGE: Hey (Agent), I have (Customer Name) on the line. Medigap
was not a good fit, but they are interested in Advantage plans. (Customer Name) You are in
great hands, I’m getting off the line now.