Dispositions
The line disconnects and you don’t hear anything from the other end.
Dead Air
We are not Medicare, or affiliated with the government. We are here to help see what additional benefits you may qualify for.
Are you Medicare? OR Is this through the government?
What is the Medicare phone number?
1-800-MEDICARE (1-800-633-4227)
What is Champ VA?
It is designed for the dependents of disabled veterans or those who died in service, and it provides a level of secondary coverage for those individuals.
Are agents required to state their full name when introducing themselves at the beginning of a call?
No, first name only.
(NO USA)
You can hear a dog barking or people talking, but the consumer doesn’t respond
Background Noise
We work with the supplement side to Medicare, and we are not a scam. I work with Senior Benefits, and this is for the additional value-added benefits you may be able to qualify for.
Is this a scam?
What is Medicaid?
Medicaid is a government program that provides free or low-cost health coverage to people with low income or certain disabilities.
What is Tricare?
Primarily for active-duty service members, retirees, and their families, offering comprehensive health insurance, including dental and pharmacy benefits.
Are you required to sound upbeat & energetic on each and every call?
Yes!
You try two transfers, but no one picks up and the consumer hangs up.
Transfer No Answer
I don’t have that information, but a licensed agent can go over everything with you and let you know exactly what you’re eligible for. No changes will be made without your permission.
Are you going to change what I currently have?
What is Medicare Part A & B?
Part A- Hospital, Part B- Medical
If the consumer receives regular VA Benefits, can we move forward?
YES!
What must be disclosed at the beginning of a call for compliance purposes?
This call is being recorded....
You begin the transfer, but the consumer hangs up before it completes.
Transfer Prospect Hung Up
Our calls are recorded for training and quality purposes only.
Why is this call being recorded?
How would you respond to:
I have Medicare Part C - (Medicare Advantage)
Proper Response:
Oh ok, so just to confirm you do receive Medicare part's A & B?
What are we required to say to someone who served in the military?
Thank you for your service!
What type of responses would need further clarification?
Maybe, I'm not sure, I think so & I guess.
The consumer cannot speak English and is asking for a translator in another language, like Russian or French
Language Barrier
I understand, however I wouldn’t want you to miss out on the possible value-added benefits such as transportation, groceries, and out-of-pocket expenses. I just need to ask you a few quick questions to see if you qualify.
I’m not interested.
How do you respond to someone who states I have Medicare Part C?
Oh ok, you have a medicare advantage plan.
A consumer does not know if they have Tricare or ChampVA, how would we figure this out?
Ask clarifying questions!
Ex: Are you the spouse or child of a deceased or fully disabled service member. (Likely Champ Va)
Ex: Are you a military retiree? (Likely Tricare)
If someone is calling on behalf of the consumer, are there any specific steps we need to take to remain compliant?
Yes, if it is anyone OTHER than the spouse they must have Power of Attorney (POA) or legal authorization to make decisions on the consumer's behalf.