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Script

The call center script is designed for representatives to follow up with Medicare recipients regarding their grocery and flex cards. It includes prompts for confirming the recipient's name, Medicare plan status, and address, as well as explaining the benefits of the cards if they have not yet received them. The script emphasizes a serious tone initially and provides tips for engaging the recipient effectively.

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raghadelmotaz64
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6 views2 pages

Script

The call center script is designed for representatives to follow up with Medicare recipients regarding their grocery and flex cards. It includes prompts for confirming the recipient's name, Medicare plan status, and address, as well as explaining the benefits of the cards if they have not yet received them. The script emphasizes a serious tone initially and provides tips for engaging the recipient effectively.

Uploaded by

raghadelmotaz64
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Call center scrip

Hi im speaking with (name) (serious tone at first)

: yes

Yes hi (name) this is Monica on recorded line with American


health. Im following up regarding your medicares grocery and
flex cards, have you received them?

: (if) no
Well, it shows here that you may still get them at no cost,
Medicare recently released them under your same plan of A
and B with Medicare. Which you still have active correct?

: (if) yes
Well, if you already have the cards that means you may get
the new additional allowance from Medicare recently released
under your Medicare A and B, which I believe you still have
right?

(After the first confirmation not always after)


[ Tip: if you want to bring up this topic about zip code start with its
released based on the are which is…..]
(If it’s going easy)
And since the these have been released to your area, I have you
residing in (state and zip code) or do we need to update that?

: yes

( second confirmation)
Okay and you said you have medicare A and B that your
medical and hospital coverage, correct?

Tip: if they said they didn’t get the cards at the end explain to
them by saying …. Okay perfect so these are 2 additional cards,
the healthy food card is for your groceries and the flex card is
for your utilities which includes water bills, electricity bills and
gas bills.

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