Health Center Fronter Script –8.23.

22

Section 1: Opening:

“HI (First Name)! This is the Health Center. I'm calling on a recorded line in regards to NEW
AFFORDABLE HEALTH PLANS. Are you insured now?”
(If they say NO, go to SECTION 2. If objection or they say YES, REBUTTAL)

Rebuttal 1) “You’re the 10th person to call me”

“That’s great! My company works with insurance agencies that can show you ALL the plans you qualify
for. They’ll be able to go over your OPTIONS and find the BEST plan FOR YOU for the BEST
PRICE. Are you insured now?”

Section 2: Qualifying:

MEDICARE & MEDICAID: “Great! And are you currently on Medicare or Medicaid?”
(IF YES, GO TO“MED BONUS TRANSFER”. If NO, GO TO“SURGERY & PREGNANCY”)

SURGERY & PREGNANCY: “OK! There are some great health plans available that a licensed agent
will help you with today. Do you have any upcoming surgeries or are you looking to cover pregnancy
with your health plan?”
(IFYES, SET FORM TO “SILVER” AND GO TO “TIME TO TALK”.IFNO, SET FORM TO “GOLD”
AND GO TO “TIME TO BEGIN COVERAGE”)

TIME TO BEGIN COVERAGE: “Sounds good. Are you looking to begin coverage within the next 30
days?”
(MUST BE YES – IF YES, GO TO “TIME TO TALK”. IF NO, KNOCKOUT. IF UNSURE, USE
CLOSING REBUTTAL)

Closing Rebuttal: UNSURE/MAYBE TO 30 DAYS:

“Okay, if we are able to help you find a health plan that meets your needs, are you looking to begin
coverage in the next 30 days?”
(MUST BE YES – IF YES, GO TO “TIME TO TALK”. IF NO, KNOCKOUT.)

TIME TO TALK: “Got it. I have an agent ready to help you find a new affordable health plan. Do you
have time right now to speak to a Licensed Agent?”
(MUST BE YES – IF YES GO TO“TRANSFER”. IF NO, SCHEDULE CALLBACK.)

Closing Rebuttal: HOW MUCH TIME/HOW LONG WILL THIS TAKE:

“That's a great question. It usually takes a few minutes to receive a quote and compare options. Do you
have time right now to speak with an agent to find out more?”
(MUST BE YES – IF YES GO TO “TRANSFER”. IF NO, SCHEDULE CALLBACK.)

CALLBACK:“I would be happy to call you back (First Name). When will be the best time to contact
you?”
(SCHEDULE CALL BACK)

TRANSFER:“GREAT!I’mgettingan agent on the line now. I’ll be staying on the line with you so I can
make a Quick Introduction, OK?Hold-on for just a moment.”
*HIT TRANSFER CALL*
(If they stop and ask for CB or say they don’t have time, DON’T FORCE THROUGH)
Small Talk If Transfer is taking longer than 10 seconds (Hold Music or Ringing):
Option 1) “I am still on the line with you, sounds like a busy day.”
Option 2) “The Agent will be with us shortly – I am staying with you until they answer.”

HANDOFF:“Hi, I have (customer name) on the line. You’re in good hands, I’m getting off the line
now.”(CLICK “Leave Conference Call”)
KNOCKOUT:“Unfortunately, I can’t help you past this point. I wish you the best of luck. Have a great
day.”
(END CALL)

MED BONUS TRANSFER: “Since you are on Medicare or Medicaid, are you currently receiving any
disability insurance?”
(If “YES”, SET FORM TO “MED” AND GO TO “MED BONUS TIME TO TALK”. IF NO, K.O.)

MED BONUS TIME TO TALK:“Got it! Do you have time right now to speak to a Licensed Agent about
affordable Medicare plans?”
(MUST BE YES – If YES, GO TO “MED BONUS”. IF NO, SET CALLBACK)

MED BONUS: “That’s Great, I am going to connect you to the department that specializes in those
products. One Moment Please.”

*HIT TRANSFER CALL*

(If they stop and ask for CB or say they don’t have time, DON’T FORCE THROUGH)

Small Talk If Transfer is taking longer than 10 seconds (Hold Music or Ringing):
Option 1) “I am still on the line with you, sounds like a busy day.”
Option 2) “The Agent will be with us shortly – I am staying with you until they answer.”

HANDOFF:“Hi, I have (customer name) on the line. You’re in good hands, I’m getting off the line now.”
(CLICK “Leave Conference Call”)