Medicare Script for Call Centers: Fronter and Verifier
A Medicare script for a call center takes the caller from a recorded-line opener, through the required disclaimer and a short eligibility check (state, then Medicare Part A and Part B), to a live transfer to a licensed agent. The fronter only qualifies; the licensed agent discusses plans. Below: the full script, objections, handoff, verifier steps and rejection reasons.
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, is this [Caller first name]? This is [Agent name] calling from [Agency name] on a recorded line. How are you today?”
- 02
“I'm calling about the Medicare plan information request we received for this number. It only takes a minute to see if a licensed agent can help you. Is now an OK time?”
- Read your required disclaimer word for word before any question. CMS rules set the wording and they change, so confirm the current text with your buyer and compliance counsel. It usually follows this shape:
- 03
“[Your required disclosure: for example, We do not offer every plan available in your area. Currently we represent [number] organizations which offer [number] products in your area. Please contact Medicare.gov, 1-800-MEDICARE, or your local State Health Insurance Program to get information on all of your options.]”
- 04
“Just so you know, we're a licensed insurance agency. We're not connected with or endorsed by the government or the federal Medicare program.”
- 05
“Can you confirm your first and last name for me?”
- 06
“And which state and ZIP code do you live in?”
- 07
“Are you currently enrolled in both Medicare Part A and Part B? Those are the hospital and medical parts on your red, white and blue card.”
- Outside your licensed states or not enrolled in both: thank the caller, disposition and end. Add only the questions your buyer requires.
- 08
“Thank you. I'm going to connect you with a licensed agent who can go over the plans available in your area. It's no cost to talk with them and there's no obligation. Please stay on the line with me.”
Medicare objections and rebuttals
What callers say most often, and a compliant answer for each. Acknowledge, answer briefly, then move the call forward or end it.
Caller: “Are you calling from Medicare?”
“No, I'm not. I'm with [Agency name], a licensed insurance agency. We're not connected with the government or the federal Medicare program.”
Caller: “I'm happy with the plan I have.”
“Good to hear, and nothing changes unless you want it to. A licensed agent can check your plan still fits your doctors and prescriptions. Would a quick look be OK?”
If they say no a second time, thank them and end the call.
Caller: “How did you get my number?”
“[State your lead source exactly as your compliance team approves it, for example: You or someone in your household requested Medicare plan information on [source] on [date].]”
Caller: “I don't have time right now.”
“No problem at all. When is a better time today or tomorrow? I'll set a callback so you're not rushed.”
Caller: “I don't want to give out my information.”
“That's fair. I only need your state and whether you have Part A and Part B. I won't ask for your Medicare number, Social Security number or bank details.”
Caller: “This sounds like a scam.”
“I understand being careful. You're on a recorded line with [Agency name], and I'll never ask for your Medicare number. You can also call us back at [callback number].”
Caller: “Take me off your list.”
“Of course. I'm marking your number as do not call right now, and you won't hear from us again. Have a good day.”
End the call straight away. Do not rebut, do not ask why. Mark the number DNC before the next dial.
The transfer handoff
- 01
“Hi [Closer name], I have [Caller first name] on the line from [State]. They've heard the disclaimer and confirmed they have both Part A and Part B.”
- 02
“[Caller first name], [Closer name] is a licensed agent who can go over the plans in your area. Thanks so much for your time today.”
- Stay on until the closer greets the caller, then drop. No answer means a booked callback.
What gets a transfer rejected
- The disclaimer was skipped or not read word for word
- The caller is not enrolled in both Part A and Part B
- The caller lives outside the agent's licensed states
- The caller thought they were speaking with Medicare or the government
- Someone else answered for the beneficiary
- The caller had already asked not to be called
- Dead air, or the caller hung up before the closer answered
- It breaks your buyer's duplicate or minimum-duration rules
Medicare verification script
The verifier confirms the details on a recorded line, one statement at a time, and saves every answer.
Verification steps
- 01Confirm the caller's identity: full name and date of birth
- 02Confirm they know they spoke with a licensed agency, not Medicare or the government
- 03Confirm state, ZIP and Part A and Part B enrollment as given on the fronting call
- 04Read each statement your carrier requires and capture a clear yes or no to each
- 05Mark the verification passed or failed and write the result to your CRM
Verifier script
- 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
“You understand that [Agency name] is a licensed insurance agency and is not connected with the government or the federal Medicare program. Is that correct?”
- Read each required statement and capture a clear yes or no. An unclear answer is a fail.
- 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, CMS, the government or a government office
- Read the required disclaimer early, word for word, and recheck the wording with compliance counsel because the rules change
- Record every call and keep recordings as long as your contracts require
- Only licensed agents discuss or compare plans; the fronter only checks eligibility
- Never quote benefit amounts, premiums or savings
- Honor do-not-call requests immediately and mark the number
Run this script on a bot
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Medicare script questions
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