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Script Redefined

The document is a transcript of a phone call between a Medicare agent and a customer discussing potential additional Medicare benefits. The agent confirms the customer's Medicare coverage and asks questions to determine eligibility for extra benefits like co-pays, prescriptions, and allowances. If the customer is not interested, the agent reassures them that the call is informational and offers to connect them with a licensed Medicare specialist for further details.

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theblackknight2711
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8 views1 page

Script Redefined

The document is a transcript of a phone call between a Medicare agent and a customer discussing potential additional Medicare benefits. The agent confirms the customer's Medicare coverage and asks questions to determine eligibility for extra benefits like co-pays, prescriptions, and allowances. If the customer is not interested, the agent reassures them that the call is informational and offers to connect them with a licensed Medicare specialist for further details.

Uploaded by

theblackknight2711
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Agent: Hi, this is John calling on a recorded line from Medicare Benefits.

How are
you doing today?
Customer: I’m good / Fine.
Agent: Great! The reason for my call is to inform you about additional Medicare
benefits that you may qualify for in your area.
Just to confirm — you do have Medicare Part A and Part B, correct?

If YES
Customer: Yes.
Agent: Perfect. Based on your Medicare coverage, you may qualify for extra benefits
such as help with co-pays, prescriptions, dental, vision, and even a monthly
allowance depending on your eligibility.
So I just need to ask you a few quick questions to check your qualification, okay?
Customer: Okay.
Agent:
• What is your full name?
• How old are you?
• What’s your ZIP code?
(Confirm age 65–80 / disability if under 65)
Agent: Perfect — you do meet the basic eligibility.
So what I’ll do now is connect you with a licensed Medicare specialist who will
explain all the benefits in detail and see what you qualify for.
Please stay on the line while I transfer your call.

If NO (No Part A & B)


Customer: No.
Agent: No problem. Many people still qualify for additional assistance.
Let me ask — do you currently pay out-of-pocket for prescriptions or co-payments?
And are you receiving any extra benefits on your Social Security like a monthly
allowance or grocery card?
(If interested → proceed to basics → transfer)

Rebuttal — Not Interested


Customer: I’m not interested.
Agent: I completely understand. Just to clarify — we’re not here to sell you anything
or change your Medicare plan.
We’re simply providing information about additional benefits that you may already
qualify for at no extra cost.
It will only take a minute to check your eligibility — and then you can decide, fair
enough?

Transfer Close
Agent: Great — please stay on the line while I connect you with the licensed
Medicare specialist.
They will give you complete details about the benefits available in your area.

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