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Call Center Campaign Scripts

Select your campaign type below for complete scripts, call flow steps, discovery questions, and conversion tips — ready to use on your next call.

Educational templates — not approved marketing material. Insurance benefits, costs, eligibility, and enrollment rules vary by plan and location. Before live use, have every script approved by your carrier, your organization, and your compliance team or counsel, and verify current CMS, FTC, and FCC requirements.

Medicare Campaign

OBJECTIVE: Qualify → Verify → Transfer to licensed agent

Opening Script

AGENT "Hello, may I speak with [CUSTOMER NAME]?"
AFTER CONFIRM "Great! My name is [YOUR NAME], and I'm calling about extra benefits that some Medicare Advantage plans in your area may offer — benefits, costs, and eligibility vary by plan and location. Do you have just a couple of minutes?"
TIP Match their energy level. Speak slowly and clearly. Seniors respond better to warm, unhurried tones.
IF ASKS WHO "We work with Medicare-approved plans and I'm reaching out to people in your area who may be eligible for extra benefits — things like dental, vision, food cards, or transportation."

Call Flow Steps

1
Greeting & Warm-Up
Introduce yourself. Confirm you're speaking with the right person. Build instant rapport with a friendly, confident tone.
2
Confirm Medicare Eligibility
Ask: "Do you currently have Medicare Part A and Part B?" This is the primary qualification gate.
3
Discovery Questions
Collect age, zip code, Medicaid status, VA status, current plan name, and living situation.
4
Identify Key Benefits
Mention 2–3 specific benefits they likely qualify for: dental, OTC card, transportation, meal delivery, gym membership.
5
Build Interest & Urgency
"The enrollment period is limited — let me connect you with a licensed specialist who can go through exactly what you qualify for."
6
Warm Transfer
Introduce the verifier/specialist by name. Stay on the line briefly after transfer to ensure smooth handoff.

Discovery Questions

Medicare Status"Do you have Medicare Part A and Part B right now?"
Age"And may I ask how old you are? Just want to confirm eligibility."
Zip Code"What's your zip code? I want to make sure there are plans available in your area."
Medicaid"Do you also receive Medicaid — that's the state assistance program for lower income?"
VA / TRICARE"Are you a veteran? Do you have any VA benefits or TRICARE coverage?"
Current Plan"What insurance company is your Medicare currently through?"
Living Situation"Are you living at home, or are you in a nursing or assisted living facility?"
Needs Check"Are there benefits you'd want that your current plan doesn't include — for example dental, vision, or transportation?"

Closing Script

AGENT "Based on what you've shared, it looks like you could qualify for [BENEFIT 1] and [BENEFIT 2] at no additional cost to your current Medicare. I want to connect you with one of our licensed Medicare specialists who can walk you through exactly what's available in your area."
TRANSFER "I'm going to stay on the line while I transfer you to [SPECIALIST NAME]. They'll take great care of you. One moment please…"
TIP Always get verbal consent before transferring: "Is it okay if I transfer you now?"

Sales Optimization Tips

Dental benefit is the #1 hook. Most Medicare recipients don't have dental coverage and respond strongly.

OTC / Food card ($100–$200/month grocery allowance) creates immediate excitement. Mention it early.

Transportation benefit resonates with elderly customers who can't drive to appointments.

Create urgency with enrollment windows: "Annual Enrollment runs Oct 15 – Dec 7. Missing it means waiting another year."

D-SNP plans (Dual Eligible Special Needs) are for customers with both Medicare AND Medicaid — they coordinate the two programs and may include additional benefits. Eligibility and benefits vary by plan and state; a licensed agent must verify.

Soft close: "Would it hurt to at least hear what you qualify for? There's no obligation and no cost."

ACA / Affordable Care Act Campaign

OBJECTIVE: Check eligibility → Identify subsidy → Enroll or transfer

Opening Script

AGENT "Hi, is this [NAME]? Great! I'm [YOUR NAME] calling about the Affordable Care Act Marketplace. We're helping people in your area find health plans that could be free or low-cost based on your income. Do you have a quick minute?"
TIP Lead with "free or low-cost" — this is the biggest draw for ACA prospects.

Call Flow Steps

1
Confirm No Group Insurance
"Are you currently covered through an employer or government plan?" If yes, ACA Marketplace may still help.
2
Household & Income
Gather household size and estimated annual income to determine subsidy eligibility. Income between 100–400% FPL qualifies for PTCs.
3
Explain Metal Tiers
Bronze (lowest premium), Silver (balanced + CSR), Gold (high coverage). Most customers do best on Silver with subsidies.
4
Special Enrollment Period
If outside Open Enrollment (Nov 1 – Jan 15), check for SEP triggers: job loss, marriage, new baby, moved to new state.
5
Transfer to Licensed Agent
Transfer to a licensed health insurance agent to complete enrollment. They handle the application.

Key Discovery Questions

Current Coverage"Do you currently have any health insurance?"
Employer Coverage"Does your employer offer health insurance?"
Household Size"How many people are in your household including yourself?"
Income"Roughly what is your household's annual income? I need this to find what you qualify for."
State"What state do you live in? Some states have expanded Medicaid which may qualify you for free coverage."
SEP Trigger"In the last 60 days, have you lost coverage, gotten married, had a child, or moved?"

Sales Tips

$0 premium plans exist for many income levels after subsidies. Emphasize "you may pay nothing monthly."

Open Enrollment is Nov 1 – Jan 15. Outside this, a qualifying life event (SEP) is required.

Medicaid expansion: 40 states have expanded Medicaid. Customers earning under 138% FPL may qualify for free Medicaid.

APTC (Advanced Premium Tax Credit): explain this as "the government pays part of your premium directly to the insurance company."

Home Care Campaign

OBJECTIVE: Identify need → Confirm Medicare/Medicaid → Transfer to care coordinator

Opening Script

AGENT "Hi [NAME], my name is [YOUR NAME]. I'm reaching out because through Medicare and Medicaid, many seniors in your area qualify for in-home care services — things like help with bathing, meals, medications, and doctor visits — at no cost to them. Does that sound like something that might be helpful to you or a loved one?"
TIP Frame this as a benefit they're already entitled to, not a new service they're buying.

Key Discovery Questions

ADL Needs"Do you need any help with daily activities like bathing, dressing, or cooking?"
Current Care"Is anyone currently helping you at home? A family member or paid caregiver?"
Medicare Status"Do you have Medicare Part A and B?"
Medicaid Status"Do you also receive Medicaid?"
Living Situation"Are you living independently at home right now?"
Doctor Visits"Do you have trouble getting to doctor appointments or the pharmacy?"

Sales Tips

This is an emotional sell. Lead with empathy. The customer or their family member is likely stressed about care.

‍‍ Family caregiver angle: "Is there a family member helping you? This could give them a break while making sure you're cared for professionally."

Dual-eligible customers (Medicare + Medicaid) may qualify for additional home care benefits through certain plans — eligibility varies by plan and state, so record their status accurately for the licensed agent.

Transportation to doctor appointments is often part of the home care benefit package. Mention it.

Health Insurance Campaign

OBJECTIVE: Identify coverage gap → Present options → Transfer to enrollment specialist

Opening Script

AGENT "Hi [NAME], this is [YOUR NAME] calling. We help people find health insurance options that fit their budget — whether they're self-employed, between jobs, or their employer plan costs too much. Are you currently covered by health insurance?"
TIP Don't assume they're uninsured. Let them tell you first.

Key Discovery Questions

Current Coverage"Are you currently insured? How long has that been in place?"
Premium Cost"How much are you paying monthly for your current plan?"
Satisfaction"Are you happy with your deductible and out-of-pocket costs?"
Life Change"Have you had any changes recently — job change, marriage, new family member?"
Preferred Doctors"Do you have any specific doctors or hospitals you need to keep?"
Budget"What monthly premium would work within your budget?"

Nursing Home Insurance Campaign

OBJECTIVE: Identify long-term care need → Qualify → Transfer to specialist

Opening Script

AGENT "Hi [NAME], I'm [YOUR NAME] calling about long-term care benefits. Are you or a loved one currently in a nursing facility or considering one? Through certain Medicare and Medicaid programs, nursing home care may be fully or partially covered — and many people don't realize they qualify."

Key Discovery Questions

Current Situation"Is the person in a nursing facility right now, or is this for future planning?"
Medicare"Do they have Medicare Part A and B?"
Medicaid"Are they on Medicaid or do they qualify based on income?"
Facility Type"Are they in a skilled nursing facility (SNF) or long-term custodial care?"
Payment"Are they currently paying out of pocket for the facility?"
Assets"Have they had a Medicaid spend-down evaluation done?"

Key Facts to Know

Medicare covers up to 100 days of skilled nursing care after a 3-day hospital stay. Day 1–20 are fully covered.

Medicaid covers long-term custodial care once assets are spent down. Spend-down rules vary by state.

A Medicaid planning specialist can help protect assets through trusts, annuities, or transfers — always transfer for legal advice.

The Look-back period is 5 years for asset transfers. Warn customers not to give assets away to qualify.

VA / TRICARE Campaign

OBJECTIVE: Confirm veteran status → Identify benefit gaps → Transfer to VA specialist

Opening Script

AGENT "Hi [NAME], this is [YOUR NAME]. I'm reaching out to veterans in your area because many don't know they're eligible for additional VA benefits or Medicare plans that coordinate with their TRICARE. Are you a veteran or the spouse of a veteran?"
TIP Show respect immediately. Veterans respond very well to being thanked for their service early in the call.
AFTER YES "Thank you for your service. Depending on where you live, there may be plans that add coverage alongside your VA benefits — things like dental or other supplemental benefits. Availability and costs vary by plan and location, and a licensed agent can confirm what you'd actually qualify for."

Key Discovery Questions

Veteran Status"Are you a veteran or active duty service member?"
Branch & Years"Which branch did you serve in and approximately how many years?"
VA Benefits"Are you currently using VA healthcare or VA benefits?"
TRICARE"Do you have TRICARE coverage right now?"
Medicare"Do you also have Medicare Part A and B?"
Coverage Gaps"Are there any benefits you feel like you're not fully using?"

Key Facts

Veterans with Medicare + TRICARE for Life have near-complete coverage. Focus on D-SNP or supplemental plans.

VA Priority Groups 1–3 receive most services free. Group 7–8 may have co-pays. Knowing their group helps.

Spouses and dependents may also qualify for TRICARE plans. Always ask about family coverage.

CHAMPVA covers eligible dependents of 100% disabled veterans. Many don't know this exists.

Custom Campaign Builder

BUILD: Create your own campaign script

Use Studio Mode for a full script editor. Below is a quick campaign template you can adapt.

Opening Template

"Hi [NAME], this is [YOUR NAME] from [COMPANY]. I'm calling because [REASON FOR CALL — benefit, savings, qualification]. Do you have a couple of minutes?"

Discovery Template

Need"What are you currently using for [PRODUCT/SERVICE]?"
Pain"What's the biggest challenge you're facing with [AREA]?"
Decision"Are you the person who handles decisions about [TOPIC]?"
Timeline"How soon are you looking to make a change?"
Open in Studio Editor →