Scripts
Scorecard for Call Recordings
Calculate how many Plans & Organizations you represent for your script!
Important Sales Call Information
Within the first minute, you must read the disclaimer!
Call Recordings
You must record all calls (inbound and outbound) related to marketing, sales, and enrollment. This applies to all agents (field, call center, and captive). This includes:
Individual plan recommendations for the client (sales appointments)
Completion of an enrollment application with the client
Over the phone Scopes of appointment
Retention-based marketing calls (influencing a beneficiary’s decision to stay enrolled in a plan)
Marketing also includes materials that mention any benefits, including widely available benefits such as dental, vision, hearing, premium reduction, cost savings.
Agents should not need to record calls simply to set appointments or check in after sales.
Licensed/Unlicensed Agents
All scripts must clarify, either within a single script or by separating out two distinct scripts, what is specifically being said by licensed sales agents and what is being said by non-licensed representatives.
Agent’s Role: Call scripts must clearly identify at the beginning of the conversation whether the agent is a licensed sales agent or a non-licensed representative.
Non-licensed representatives may only conduct activities as permitted by state law. State law determines activities that require a licensed agent/broker. Unless required by state law, the following do not require the use of state-licensed marketing representatives:
Providing factual information or Fulfilling a request for materials; or
Taking demographic information in order to complete an enrollment application.
To ensure beneficiaries are not misled or confused, licensed agents/brokers who are customer service representatives cannot act simultaneously as both a customer service representative and a sales/marketing agent/broker. The agent/broker must clearly state to the beneficiary when their role changes to a marketing/sales role.