Medicare Script for Call Centers: Fronter and Verifier
A Medicare call center script takes the caller from the opening through a required disclaimer and a short eligibility check, Medicare Part A and Part B and the caller's state, to a transfer to a licensed agent. The fronter qualifies; the licensed agent discusses plans. Below is a sample fronter and verifier script you can adapt.
Medicare fronter script
This is a sample. Run the script and disclosures your compliance team has approved for your campaign and your states.
- 01
“Hi, this is [Agent name] calling from [Agency name] on a recorded line. How are you today?”
- 02
“I'm calling about the Medicare benefits request we received. It only takes a minute to see what you may be eligible for. Is now a good time?”
- Read the disclaimer your compliance team requires, word for word. A third-party marketing organization typically reads:
- 03
“We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”
- 04
“Just to confirm, which state do you live in?”
- 05
“And are you enrolled in both Medicare Part A and Part B?”
- Not enrolled in both, or outside your licensed states: thank the caller, disposition the call and end politely. Do not transfer.
- 06
“Thank you. I'm going to connect you with a licensed agent who can go over the plans available in your area. Please stay on the line.”
- Introduce the caller to the licensed agent before dropping off, so the caller never hears dead air.
Medicare verification script
The verifier confirms the details on a recorded line, one statement at a time, and saves every answer.
- 01
“Hi, this is [Agent name] with [Agency name] on a recorded line. I just need to confirm a few details from your call today.”
- 02
“Can you please confirm your full name and date of birth?”
- 03
“And your address and ZIP code?”
- Read each statement your carrier requires and capture a clear yes or no to each one.
- 04
“Thank you, that's everything I need. Your details are confirmed.”
Before you run it
- Never say or imply you are calling from Medicare, the government or a government office
- Read the required third-party marketing disclaimer early in the call, word for word
- Record every call and keep the recordings for the period your contracts require
- Only licensed agents discuss or compare plans; the fronter only checks eligibility
- Honor do-not-call requests immediately and mark the number
Run this script on a bot
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It understands the caller instead of playing recordings, answers questions, handles interruptions and transfers qualified callers to your agent. $40 a fronter a month, unlimited calls, 7-day free trial.
Medicare script questions
Put your Medicare script on a bot this week
Send us the script your fronters read today. We set the bots up on it, you approve a test call, and your 7-day free trial starts.