PHP Script 

Hi John, My name is Kristine, from Insurance Help Center and I’m calling to provide a health care quote.
Would you be needing an individual, couple, or family policy?

INTRO FOR  INBOUND:

Hello, my name is_____, I see you are interested in health insurance plan. Can I have your first and last
name, please?

So, you’re still in the State of Texas right? (You’re located in what state? If no info.)
And your age? (IF: Family, How many are in the family, and how old are they?)
Are you employed Or self-employed? (IF: Self-employed xfer to B2B preset)
Your first and last name, please?

Great, Thanks! I’ll be playing a quick recording if you agree please say yes at the end so I can
connect you to one of our Licensed Agents in your state. Ok?  (play DISCLAIMER)

While recording is playing, check if you have the following. Once complete, be ready to transfer the
call
-           Customer name (also name of the person talking to, if calling on behalf of someone)
-           Age
-           State
-           Plan/policy type
-           Insured/not?
-           Other required fields on the webform 

IF NO CLEAR “YES” TO THE DISCLAIMER – ahuh, hmmnn, yah/yeah or the like:    

 (VERBATIM)
OPTION 1: Is that a yes to the disclaimer?
OPTION 2: Can I take that as a yes to the disclaimer?

*** NO NEED TO CLARIFY IF CX’S RESPONSE IS: YES, Okay/OK, Sure, Alright

TRANSFER PROCESS: 

(Once you have a clear YES, transfer the call)

Please stay on the line while I’m connecting you to a licensed agent, OK?

                IF YES: Transfer the call.

IF NO: May I know why you don’t want to be connected? Again, this call is in regards to
your health care quote. (If the customer still declined, END THE CALL) 

                                 
TRANSFER SCRIPT: 

I have (CUSTOMER NAME) on the other line, looking for (PLAN TYPE), (AGE), from (STATE),
and (she’s not insured/Insured).  Let me know when you’re ready.
REBUTTALS 

NOT INTERESTED:
* Not interested -- Is it because you're already insured? ....
* DNC request -- Is it because you're already insured? ....
* Already insured / I'm happy with my plan -- That's great! .... 

IF CXS' RESPONSE IS ONE OF THE ABOVE-MENTIONED, CHOOSE FROM THE REBUTTALS

BELOW:

OPTION 1: This is actually the perfect time to look at all your options, as there are more plans available.

(Continue with the pre-qualifying questions)

OPTION 2: Cause we’d like to share some options that you can compare with what you have. I’m
positive that we can provide a better plan for you and it’ll just take a few minutes of your time.
(Continue with the pre-qualifying questions) 
OPTION 3: We’d just like to offer a quote that has better coverage and low premium, are you currently
insured?      

       IF YES: Is it an individual or family policy? (Wait for cx’s response) Great! we can definitely give
you a quote for that. (Continue with the pre-qualifying questions) 
      IF NO: Okay, we can definitely help you get a quote, would you need an individual or family policy?
(Continue with the pre-qualifying questions) 

HOW MUCH ARE YOU PAYING FOR YOUR INSURANCE?

IF CX SAYS They’re not paying for their insurance end the call politely.
IF CX SAYS stated any amount, USE THIS REBUTTAL:
(Make sure to gauge if cx is just fooling around)

What if we can offer a lower rate OR the same amount BUT with better coverage? I have a
designated licensed agent in your state who can DEFINITELY help you with this. (CALL
CONTROL - No pause) CONTINUE WITH PRE-QUALIFYING QUESTIONS.

IF NOT INSURED: Okay, we can definitely help you get a quote, would you need an individual or
family policy? (Continue with the pre-qualifying questions) 

IF CX IS REALLY NOT INTERESTED, DO NOT FORGET TO ASK IF THEY HAVE

MEDICARE OR MEDICAID AND DISPOSE IT PROPERLY IF THEY DO.  

CALL BACK REQUEST

OPTION 1: I think it's best if our licensed insurance agent will set a call back for you so you won't have
to go through this again, I just need to ask a few questions. (go back to the point of interruption) So for
the health care quote, would you need an individual or family policy?
(Continue with the pre-qualifying questions) 

OPTION 2: I don’t plan to take a lot of your time. I just need to ask a few questions and we can have our
licensed agent schedule a call back for you. (go back to the point of interruption) So for the health care
quote, would you need an individual or family policy?
(Continue with the pre-qualifying questions) 

WRONG NUMBER:

 Oh, I’m sorry but since I already got you on the line, we can give you a health care quote. Is it gonna be
for individual or family policy? (Continue with the rest of the pre-qualifying questions)

I’AM HAPPY WITH MY PLAN:(last option) 

Do you have dental and vision coverage in your current plan? If not, I can ask our licensed agent to go
over dental and vision options only. Would you need this coverage for yourself or for your family?
(Continue with the rest of the pre-qualifying questions)

WHAT IS INSURANCE HELP CENTER? / What Insurance/provider/are you calling from?

We are not a specific Healthcare provider. We are an agency that has health insurance agents
who are licensed in all 50 states, and they cater to a lot of Healthcare providers. So what we do is
we tailor-fit you to a certain plan among all the Healthcare providers that they have access to. So,
if 1 plan doesn’t work out for you, we have a whole lot of other options.

“I ALREADY TALKED TO SOMEONE BEFORE”:

Ask the customer what happened to the last call; Acknowledge and empathize if with a bad
experience. 

“I’m sorry to hear that. What I can do is get you over to one of our licensed agents in your state. They can
give you a lot of options and hopefully, you’ll find a plan that fits your medical needs and budget.”

WHAT TO SAY WHEN THEY SAY THEY GOT LAID OFF OR HAVE NO INCOME:

"You know what, I have some good news for you. We are trying to help out since the pandemic started,
so there are some plans that you could qualify for which were made available now at a more affordable
rate." (Continue with the rest of the pre-qualifying questions)