Forge Script Card · Outbound · v1 Recorded line · State on every call
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§ Resources · Outbound calls

Outbound script card.

The live-call reference. Seven steps, two compliance disclosures read verbatim, five branches off a single discovery question. The Lead Script is for study. This is for the call.

01 · Open

Open the call.

~45 sec

Hello, is [Client Name] available?

Recorded line · State every call

Hi [Client Name], my name is [Your Full Name] and I am a local Medicare Advisor with [Your Agency], on a recorded line. I am calling because you recently submitted a request for information about Medicare plans. I just wanted to reach out personally to help you right here in [City / State / your area].

Recorded-line disclosure on every call. No exceptions.
02 · Discovery

Find their trigger.

2–3 min

Quick question before we dive in — when you were looking at Medicare plans online, was there something specific that caught your eye? For example, were you looking at a grocery benefit, dental coverage, money back on your Part B premium, or something else?

If they said → expand the matching branch

A Grocery

"Great — that grocery allowance is one of my favorites to talk about. That benefit is available on certain plans for people who have both Medicare and Medicaid. Quick question — are you currently on Medicaid or receiving any state assistance with your health coverage?"

Yes — on Medicaid
Dual eligible. High likelihood of qualifying. Proceed with full plan review focused on grocery and OTC allowance.
No — not on Medicaid
Grocery may not be available, but there are still strong plans. Pivot to dental, vision, or copay reduction.
B Part B giveback

"Good — that is one of my favorite benefits because it actually puts real money back in your Social Security check every month. To see if that is available to you, are you currently paying the standard Part B premium — around $185 a month?"

Yes — paying standard
Strong candidate. Plans with Part B giveback are available in most Kentucky counties. Proceed.
No — Medicaid / Extra Help
Part B may already be covered. Redirect to other strong benefits.
C Dental

"Great — dental is one of the most underused benefits in Medicare Advantage. A lot of people do not realize it is even available. Do you currently have any dental coverage at all, or are you paying out of pocket when you go to the dentist?"

No dental currently
Strong motivator. Lead with dental in your plan presentation.
Has dental
Ask what it covers and whether they are happy with it. Position a plan upgrade.
D OTC

"Good — that spending allowance can add up fast. It is basically a quarterly allowance you can use on things like vitamins, pain relievers, blood pressure monitors, even some personal care items. Are you currently on a Medicare Advantage plan or do you have Original Medicare?"

Medicare Advantage
Compare current OTC benefit to what is available. Upgrade opportunity.
Original Medicare
Strong case to move to MA. OTC benefit is exclusive to MA plans.
E Not sure / browsing

"No problem at all — a lot of people just want to make sure they are not missing out on something. Let me ask you this: what does your current coverage look like? Are you on a Medicare Advantage plan or do you have Original Medicare?"

Their coverage answer feeds straight into the coverage check below — no yes/no fork.

What is your current coverage — are you on a Medicare Advantage plan right now, or do you have Original Medicare?

Knows their coverage
"Great, so you have [repeat coverage back]. That is one of the plans we represent. Let me pull up your information and we will see what is available to you."
Does not know
"No worries, I can still help you with that. Would you mind grabbing your insurance card for me?"
03 · Disclosures

Required before any plan discussion.

5–7 min

As I mentioned, I am licensed and appointed with the top Medicare carriers in your area. What that means for you is that I will do a deep dive into your coverage options today to make sure we are maximizing every benefit you are entitled to. One important thing to know about these plans is that they change every year. Copays, out-of-pocket costs, and additional benefits can all shift. That is why it is important to shop and compare your coverage each year. Before we get into the specifics, I need to read you two quick disclosures. It takes less than a minute and then we can focus on finding you the best plan.

Pick the value statement for the current enrollment period

OEP
Jan 1 – Mar 31

Right now we are in the Medicare Advantage Open Enrollment Period, which means we have an opportunity to look into your current plan and see if there are any benefits such as dental, vision, lower copays, or lower drug costs that you may be missing out on.

AEP
Oct 15 – Dec 7

[Client Name], first I want to compliment you on getting ahead of the AEP rush. My goal today is to help you shop and compare your current coverage to make sure you are maximizing the benefits you are entitled to going into the new year. We may be able to lower your copays and add dental, vision, hearing, grocery benefits, or a flex card.

Rest of year
Outside OEP / AEP

[Client Name], my goal today is to review and compare your current coverage to make sure you are maximizing the benefits you are entitled to for the remainder of the year. We may be able to lower your copays and add dental, vision, hearing, grocery benefits, or a flex card.

[Client Name], do you have any additional coverage such as Tricare, VA, or employer coverage?

Disclosure 1 · TPMO · Read verbatim

We do not offer every plan available in your area. Any information I provide is limited to the plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options. Please be aware that you are not required to give any health-related information unless it is needed to determine your eligibility to enroll in a plan. There is no obligation to enroll. Your current or future Medicare enrollment status will not be impacted, and automatic enrollment will not occur. Any information provided during this call will not affect your ability to request enrollment in a plan.

Disclosure 2 · Scope of Appointment · Read verbatim

We offer Medicare Advantage plans, Medicare Supplement plans, and Prescription Drug plans. Do you want to continue discussing these plan options on [today's date]?

Any affirmative response = verbal SOA confirmation. Document the date immediately.

Are you looking into coverage for yourself or someone else?

04 · SEP

SEP verification.

Skip only during AEP

Now I am going to verify your information inside the Medicare system to see if you have a Special Enrollment Period that will allow us to make a change today.

Q1
Do you receive Extra Help or Medicaid?
Q2
Have you made any changes to your Medicare plan in the last 90 days?
Q3
Have you recently moved? If so, have you notified Medicare of your new address?
Action
Look up whether there is a 5-star plan available in their area.
If SEP confirmed · Make it a moment

Great news — you do have a Special Enrollment Period available, which means we can look at making a change today if we find something that works better for you.

State the SEP type and proposed effective date before presenting any plan.
05 · Needs

Wants & needs.

Build 3–4 buying reasons

When it comes to Medicare Advantage, many plans include dental, vision, hearing, over-the-counter, and transportation benefits. What separates the plans is the amount of each benefit and the copays. Which of these matters most to you?

If they list only one or two, build more with these prompts

→ See a dentist regularly?
→ Wear glasses or need vision care?
→ Require hearing aids?
→ Transportation help needed?
→ OTC benefits important?
→ Lower copays or max out-of-pocket? (if not on Medicaid)

I will make sure to find a plan that gives you the most [repeat the benefits they chose].

06 · Meds & Drs

Medications and doctors.

Meds first, always

Before we look at plans, I want to make sure any medications you take will be covered. Are there any prescriptions we need to check on?

Has medications
"Go ahead and grab your medication list and I will add them now. I will need the medication name, the form it comes in, the strength, and how many you take per month."
No medications
"Not a problem. Plans cover prescriptions differently — if you think of anything, let me know and we can check before we finalize."
Required fields per medication — all four
  • Drug name
  • Form (tablet / liquid)
  • Strength
  • Quantity per month

Now let's make sure your doctors are covered. Do you have a primary care doctor or any specialists you want to make sure are in the network?

[Client Name], I am going to do my best to make sure your doctors are covered. As we discussed, we will focus on getting you all the benefits you are entitled to today.

No PCP + HMO plan? Offer to help find one near them — service win.

07 · Close

Present, summarize, close.

No more than 2 plans

What I am going to do now is place you on a brief hold while I sort through the options to find a plan that covers your doctors, your medications, and gives you the additional benefits you are entitled to. It will just be a moment.

Thank you for holding. Based on what you shared with me, I found a plan that is a strong fit. It is [Plan Name], [Plan Number], with a premium of [$]. Let me walk you through it.

  1. Summary of Benefitsfocused on the specific benefits the client asked about
  2. Medication cost breakdownconfirm each medication and what they will pay
  3. Doctor network confirmationconfirm each doctor they named

All right [Client Name], let me recap what we found for you today. Doctors: we verified [doctor names] are in network. Prescriptions: we verified all are covered. Benefits: we found you a plan that includes [list benefits with dollar amounts]. Since we found a plan that fits your needs, go ahead and grab your Medicare card and we can move to the final step.

Use real dollar amounts. Specific numbers build trust. Vague recaps lose sales.

Enrollment confirmation · Read verbatim

[Client Name], are you calling to enroll in [Carrier], [Plan Name], [Plan Number] with a premium of [$] and an effective date of [date] over the phone today?

Then stop talking. Silence is your friend. Filling the pause is the most common close-killer.

I want to congratulate you [Client Name] and thank you for taking the time to review your coverage today. You made a great decision. In the next 14 to 20 business days you will receive your policy documents and new insurance card in the mail. Please remember to notify your doctors and pharmacy of the plan change before your effective date.

Wrap-up checklist · Before ending the call
  • Confirmation #obtained and recorded
  • Effective datestated clearly to client
  • Doctors / pharmacyclient instructed to notify
  • ID cardclient knows when to expect it
  • Pipeline stagemoved to Enrolled
  • Call notelogged: carrier, plan, #, effective date