Gethealth-e AEP Script

(The key is to sound friendly from the very beginning. It is your friend on the line.)

Hey (prospect first name) How are you doing today? My name is ___ with Get-Health-E and we are
calling in regard to your Medicare options. I'm sure you already know that Annual Enrollment has
started, and now is the time to make changes to improve your coverage for the new plan year. All
the companies have added additional benefits to their policies, and YOU may be qualified to receive
these additional benefits!

I just have a couple of quick questions to see if you qualify.

Number 1: Do you have Medicare part A?

“Do you have your red, white, and blue Medicare card?”

If Yes – “In the bottom left-hand corner, does it say Hospital (Part A)?”

(If Yes – move to QQ # 2)

If prospect does not have Medicare Card available–

“Medicare Part A helps cover the cost for hospital care. Do you have that?”

(If Yes – move to QQ # 2)

(If No or unclear answer try to clarify further or set callback for when they will have that
information)

Number 2: Do you have Medicare Part B?

If prospect does not have Medicare Card available OR UNSURE– “Medicare Part B helps
cover things like doctors' services, outpatient care, and other medical services that Part A doesn't
cover. Do you have that?”

Unsure answer/clarification: “Does your Medicare help pay for Dr. visits or Dr. services?”

(If unclear - “In the bottom left-hand corner, does it say Medical (Part B)?” )

(If Yes – move to QQ # 3)

(If NO) “Will your part A AND part B be effective in the next 3 months?”

(If No or unclear answer try to clarify further or set callback for when they will have that
information)
Number 3: Do you receive any of the following:

· Health benefits through a current or previous employer?

If unclear/confused “Do you receive health INSURANCE benefits as part of your retirement from
your previous employer?

(If Yes - the prospect receives health benefits from current or previous employer – politely end call, use
Group Ins Dispo)

· Tricare for Life or Champ VA?

(If Yes/Unclear - "Tricare is a health insurance benefit for military service members and their
families. Do you have Tricare?” "Or are you receiving Champ VA or VA benefits?")

(If still Yes –– politely end call, use Tricare/ChampVA Dispo)

Number 4: I see that your zip code is _______, is that correct?

(If not, please update the zip code in the dialer).

OK GREAT SO LET ME GET YOU OVER TO ONE OF OUR LICENSED AGENTS SO THAT
THEY CAN HELP SEE IF YOU CAN GET THESE ADDITIONAL BENEFITS. AGAIN, JUST
STAY ON THE LINE AND LET ME GET YOU OVER!

Transfer Script: After the licensed agent answers the phone………. “This is _____ (representative
name). I have _______ (client’s name) on the line. They have Medicare Parts A and B, ____ (Any
other coverage the client stated they have).” Their zip code is ___________. Can I transfer them
over now? (Wait for agent response/okay).

THIS HAS TO BE A SMOOTH TRANSITION FROM TRANSFER AGENT TO SALES AGENT.

THIS IS A CRITICAL TIME FOR THE CUSTOMER AND WE WANT IT TO BE A VERY
PLEASANT EXPERIENCE.

TRANSFER PROCESS:
 1. Transfer conference
2. Select GHE number
3. Click Warm
4. Initiate Conference
5. Add Participants (2 attempts for 45secs)
6. (Wait for the LA to pick up then deliver your transfer script)- wait for both of
them to talk
7. Click connector - Click GHE Data
8. Click leave conference - and dispo as GHE transfer

**********************************************************
STOP!! DON'T SAY IN CALL!!!
- ABSOLUTELY NO COST TO YOU so THIS ISN'T GOING TO COST YOU A DIME!!!
- ANYWAYS
- THANK YOU "FOR THAT" (REMOVE FOR THAT)
- "we won't change or interfere with your plan/ with what you have"
-"we aren't going to change anything"
- (ZIP CODE) "Correct me if I'm wrong"
- "Don't worry" "No Worries"
- “Hello Licensed Agent”
- Thank you very much!
- Perfect!
-Wow, awesome, perfect, thank you very much just say THANK YOU
-Ma'am/Madam/ Sir

STOP SAYING:
Don't worry, You don't have to worry.
Wow, awesome, perfect, thank you very much just say THANK YOU