The complete, CMS-aware front-end script for unlicensed Medicare verifiers. Greeting, recorded-line notice, TPMO disclaimer (verbatim), not-Medicare disclaimer, 8 qualifying steps, and the warm transfer to your licensed agent — all in 3 to 5 minutes. No SSN, no MBI, no "you qualify," no plan-quoting. DNC requests honored on the first ask.
The verifier's job is to confirm three things — the prospect is Medicare-eligible, they're in a ZIP your agency writes business in, and they're open to a conversation — and to do it without saying anything that crosses into the licensed-agent role. Most CMS marketing violations happen because verifiers drift past those three guardrails and start "softly" presenting plans. The script below is built to stop that drift.
If you want the full 13-row comparison, see the pillar page. Here's the short version:
| Topic | Verifier (unlicensed) | Licensed agent |
|---|---|---|
| License required | No | Yes — state Health license + carrier appointment |
| Can quote a specific plan | No | Yes (after SOA + TPMO) |
| Can enroll | No | Yes |
| Can collect SSN / MBI | No | Yes, when needed for enrollment |
| Can read TPMO disclaimer | Yes — required | Yes |
| Can ask qualifying questions | Yes — light (ZIP, doctor, prescriptions y/n) | Yes — full needs analysis |
| Typical call length | 3–5 minutes | 15–35 minutes |
| Ends the call by | Warm transfer or polite close | Enrollment, callback, or polite close |
These come directly from the spirit of the CMS Medicare Communications and Marketing Guidelines and the FTC's TSR Do Not Call Q&A. Read them. Tape them to your monitor.
Read the flow in order. Each step has a script block (copy-ready) and a practice link that opens the line in Practice Recorder with WPM, filler-word, and pace tracking. Memorize the bookends of each line (first sentence + close) and keep the middle conversational.
One sentence. Your name, your agency, the reason for the call.
If you didn't fold it into the greeting, state it now. Some states require two-party consent — your dialer should be configured accordingly.
Confirm you're talking to the right person. First name + last name. No DOB at this stage — DOB confirmation happens later if at all.
CMS-required. Read word-for-word. This is the single most QA-flagged line on the call. Don't paraphrase. Don't summarize. Don't speed-talk it.
Spell out that you're not a government agency. Once at the top, again if the prospect asks.
Name the actual source. Never invent one. If you can't say where the lead came from, that's a deeper compliance problem.
A soft yes here makes the next 5 steps frictionless.
You're confirming Part A and Part B status. Don't quiz them — just confirm.
ZIP determines plan availability. No address yet.
Open-ended is fine here. If they don't know, that's also fine — note it and move on.
Yes/no level. Specific doctor names are a licensed-agent conversation.
No drug names, no dosages, no detailed list. Verifiers don't price formularies.
Generic categories only — no promises that any specific plan includes them.
Recap what they told you in two sentences. Sets up the warm transfer.
Name the licensed agent. Set the expectation. Don't promise specific plans.
The 20-30 second handoff. Name, ZIP, current carrier, top 2 priorities. Then drop off.
If at any point in steps 1-16 the prospect asks not to be called, you stop the script and run this. No rebuttal. No "one quick thing." End the call.
If the prospect isn't ready, doesn't qualify for the carriers you write, or is unreachable. End cleanly — never burn a future call.
A bad warm transfer kills 30-40% of qualified leads before the licensed agent even says hello. A good warm transfer takes 20-30 seconds, names the prospect, summarizes their top two priorities, and drops off cleanly so the agent picks up with momentum.
That's 31 seconds at 155 WPM. The agent picks up with: "Hi Margaret, this is Sarah, your licensed Medicare agent. I heard you want to keep Dr. Patel and you'd love some dental coverage — let me see what we have available in your ZIP that fits both…" Boom — momentum, trust, zero re-qualifying.
The verifier says "I have someone on the line for you," drops off, and the agent has to start from scratch. The prospect re-tells their whole story, gets impatient, and many drop in the first 60 seconds. Avoid this. Always pre-brief.
For the full agent-side warm transfer flow with QA-scoring tips, see Medicare Warm Transfer Script.
The verifier script is short — about 4 minutes spoken. That makes it easy to practice 3-5 full runs in 20 minutes a day. Two weeks of this and the script disappears into your bones.
An unlicensed call-center rep who handles the first 3-5 minutes of a Medicare call — greeting, TPMO disclaimer, not-Medicare disclaimer, and 2-3 qualifying questions — before warm-transferring to a state-licensed agent. The verifier never quotes plans, enrolls anyone, or collects SSN/MBI.
No. Under CMS marketing rules, plan specifics (premiums, copays, benefits) can only be discussed by a state-licensed and carrier-appointed agent. Verifiers route prospects to the licensed agent who handles plan presentation and enrollment.
It's required before any MA or Part D plan benefits are discussed by a Third-Party Marketing Organization. On most outbound verifier calls — which are part of the MA/PDP marketing chain — the disclaimer is read at the top of the call, before qualifying.
No. Verifiers do not collect SSNs, Medicare Beneficiary Identifiers (MBIs), banking information, or credit card data. Those identifiers, when needed, are collected by the licensed agent after consent and a full needs analysis.
3 to 5 minutes from greeting to warm transfer. Anything past 6 minutes usually means the verifier has drifted into licensed-agent territory and needs retraining.
20-30 seconds. The verifier names the prospect, gives the ZIP, names the current carrier (if known), and lists the two top priorities. Then the licensed agent picks up with momentum instead of re-qualifying from scratch.
The script stops. The verifier confirms the request, adds the number to the internal DNC list, ensures suppression across the dialer and affiliate sources, and ends the call politely. There is no compliant rebuttal.
Run it out loud, in order, recorded. Target 150-165 WPM, fewer than 5 filler words across the whole script, and a verbatim TPMO disclaimer. VoxBoost AI's Practice Recorder tracks all of this for free.
The front-end call flow used by an unlicensed verifier before transferring a Medicare prospect to a licensed agent. It covers introductions, the CMS-required TPMO disclaimer, the not-Medicare disclaimer, and 2-3 light qualifying questions — never benefits, never enrollment, never SSN or MBI.
No. Under CMS marketing guidelines, only a state-licensed and carrier-appointed agent can discuss specific Medicare Advantage, PDP, or Medicare Supplement plan details, premiums, benefits, or enrollment.
The TPMO disclaimer is required before any Medicare Advantage or Part D plan benefits are discussed by a Third-Party Marketing Organization. On most outbound verifier calls, the disclaimer is read at the top of the call. Always follow your carrier's specific marketing compliance instructions.
No. Verifiers do not collect SSNs, Medicare Beneficiary Identifiers (MBIs), banking information, or credit card details. Verifier-stage collection of sensitive identifiers is a major compliance and fraud red flag.
3 to 5 minutes from greeting to warm transfer. Calls running longer than 6 minutes usually mean the verifier has drifted into licensed-agent territory.
Stop the script immediately. Confirm the request, add the number to your internal Do Not Call list, ensure suppression across your dialer and affiliate sources, and end the call politely. There is no compliant rebuttal.
20-30 seconds. The verifier names the agent, briefs them on the prospect's name, ZIP, and the two top priorities the prospect mentioned, then drops off. The licensed agent picks up with a confirmation greeting and continues from there.
Run the script in order, out loud, at 150-165 WPM. Hit the TPMO disclaimer verbatim — the single most miscalled step on QA scorecards. Record yourself and review filler words, pace, and tone. VoxBoost AI Practice Recorder tracks all of these metrics for free.