Telephonic Scope of Appointment log and script
Greeting:
“Hello, my name is (your name), a/an (administrative assistant) (Licensed Sales Agent) with the Roger L. Daniel Insurance Agency. We are an independent insurance agency and are not affiliated with or endorsed by Medicare or any government agency. I must let you know that we do record our calls for quality and accuracy. Please say YES if I have your permission to continue.”
Must obtain a clear YES and check the “yes” box, or explain to the customer that you cannot continue the call.
“Thank you. To confirm, whom do I have the pleasure of speaking with today?
(Document first and last name)
Today is (date) and it is (time of day). (Document date and time of call)
(Client name), in the event that we get disconnected or I would need to contact you again, what is a good phone number to reach you? (Document phone number)
Thank you for that information. If you should need to contact me, I can be reached at (406) 252-3411. I would also like to ask you to give permission for the Roger L. Daniel Insurance Agency and its’ employees to contact you at the number you provided? Do I have your permission?”
Must obtain a clear YES, or explain to the customer that you cannot continue the call.
“The reason for our call today is to schedule an appointment with a licensed sales agent to review your Medicare plan options. You may discuss several types of health plan options during your scheduled appointment including Medicare Advantage Plans, Medicare Prescription Drug Plans as well as Medicare Supplement Plans. This will aid you in finding a plan that fits your specific needs.
Please be aware that we do not offer every plan available in your area. Any information we provide is limited to those plans we do offer. You can visit Medicare.gov or call 1-800-MEDICARE to get information on all of your options.
You are not required to give any health-related information unless it will be used to determine your enrollment eligibility. There is no obligation to enroll. Your current or future Medicare enrollment status will not be impacted and automatic enrollment will not occur.
Please say YES if I have your permission to schedule an appointment to discuss Medicare Advantage, Medicare Supplement and Medicare Prescription plan options with you.”
Must obtain a clear YES, or explain to the customer that you cannot continue the call.
PROCEED TO SCHEDULE – Confirm date and time with client.
“Lastly, I must ask you one final question. (Client name), do you make your own healthcare decisions?”
If YES, “Thank you for your time today. I look forward to seeing you on (scheduled date and time).
If NO, “OK, (client name). I can still schedule your appointment today, but we will need to have a POA or
authorized representative/ legally recognized by the state of Montana accompany you to this appointment if you decide to enroll. Thank you for your time today, I look forward to seeing you on (scheduled date and time).”