Common questions

Common questions & Call scenarios

START

Aragon

Learning and Development

index

1. Any Licensed agent related questions such as benefit or pricing.

2. Failed Transfers (Yikes!)

7. What kind of insurance company are you? Are you with Humana, Blue Cross, Aetna or any other insurance company?

3. Do NOT CALL/STOP CALLING ME / TAKE ME OFF LIST

4. What is Blue Ribbon?

8. Why does your call comes up as spam risk?

5. Do I have to give you the numbers on my medicare card? Do I need the card with me?

9. Where did you get my information?

6. Are these additional benefits without changing my plan?

10. Why do you need my DOB?

11. Why do you need my ZIP code?

Learning and Development

Any Licensed agent related questions such as benefit or pricing.

Agent

Client

Client

Client

Menu

Learning and Development

Menu

Agent

Client

Failed Transfers (Yikes!)

Client

Learning and Development

"Do NOT CALL/STOP CALLING ME / TAKE ME OFF LIST"

Agent

Client

Client

Client

Menu

Learning and Development

Menu

Agent

Client

what is blue ribbon?

Client

Learning and Development

"Do I have to give you the numbers on my medicare card? Do I need the card with me?"

Agent

Client

Client

Menu

Learning and Development

Client

Agent

"Are these additional benefits without changing my plan?"

Client

Menu

Learning and Development

"What kind of insurance company are you? Are you with Humana, Blue Cross, Aetna or any other insurance company?"

Menu

Client

Client

Agent

Learning and Development

Client

Agent

"Why does your call comes up as spam risk?"....

Client

Menu

Learning and Development

"Where did you get my information?"

Menu

AGent

Agent

"Why do you need my ZIP code?"...

"Why do you need my DOB?"..

AGent

Learning and Development

"Not a problem! I’ll go ahead and add you to our internal do not call list immediately.

You will not receive any further phone calls from OUR company. I apologize for any inconvenience and have a great day".

"We are Authorized Retailers (we can also say third party Insurance Advocates OR Intake Specialists) and can help you check your benefits regardless of who your provider is".

"Thank you for letting us know. We are aware of this issue and we are working on getting it fixed". (Go back to script)

"No, not necessarily. The licensed agent can try another verification process to review your benefits. I can see here you currently have medicare Parts A and B correct?.." (Control the call) Ask Questions!

"Correct, benefits upgrade every 2-3 months. This year benefits upgraded as far as dental, vision and massage services. We can review your benefits and see what you're NOT getting"

(Control the call) "Are you also currently enrolled with Medicaid, SSDI or Tricare at the moment?"

"The licensed agent will need this information to make sure we locate the correct policy to advise you about your current benefits".

"We can help you check your benefits regardless of who your provider is. I can transfer you with a licensed agent and we can review your benefits for this year.

Would you have a couple minutes?"

"We want to make sure we connect you to a licensed agent in your area"

Sometimes the Licensed Agents get overwhelmed with calls and we get an automatic recording that says "there are not available agents, please try again later". If that happens to be the case, try calling a total of 2-3 times tops, depending on clients' energy and patience. If the agent does not answer, schedule a callback and try to reach the customer later.

"I will schedule a callback so you don't have to wait any more, what would be the best time for me to call you back?"

"I’m not a licensed agent.

Let me go ahead and transfer you now and they'll clear up all your questions regarding benefits on your current plan".

"You or someone on your behalf clicked on one of our adds or filled out a request for additional information online to know more about your benefits".