Inbound Opener
Facebook Lead → Inbound Call
TCPA · Recording Disclosure · Required Every Call
"Thank you for calling the Final Expense department at Priority Insurance Concepts — this is [Your Name]. Just so you know, this call may be recorded for quality and training purposes. Who do I have the pleasure of speaking with today?"
Digital Business Card — TCPA Consent
"[First Name], before we get started — do I have your permission to text you over my digital business card? It has my direct number, my photo, and all my contact info. Standard message rates may apply."
Coach Note: Send Popl card via GHL SMS immediately after they say yes. This creates a documented consent record and gets your face in their hands before the first health question.
State Confirmation + License Check
"And just to make sure I have the right information pulled up — what state are you calling from today?"
NEPQ Intent Discovery
"[First Name], I want to make sure I'm as helpful as possible for you today. What made you reach out about final expense coverage — has this been on your mind for a while, or did something happen recently that made it feel more important?"
Coach Note: Silence after this question. Do not fill the space. The answer they give you is everything. Most people have a story — a parent who passed without coverage, a friend who left their family with debt. That story is your sale. Let them tell it.
Pain Amplification
"It sounds like [restate what they said]. Can you tell me more about that? What would it mean for your family if they had to handle those expenses on their own?"
"And what's been stopping you from getting this taken care of sooner?"
Coach Note: Never rush to the quote. The more they talk, the more they sell themselves. Your job is to keep asking until you feel the real pain behind the call.
Qualification
"To make sure I find you the right plan, I have a few quick questions. First — how old are you? And are you currently on Medicare, or do you have other health coverage?"
"And when it comes to the monthly investment — most of my clients are comfortable somewhere between $40 and $80 a month. Does something in that range feel workable for you?"
Coach Note: If they say Medicare + Medicaid (Medi-Medi) — disqualify politely. "I want to make sure I'm giving you the most accurate information — with dual coverage you may already have burial benefit options through your plan. Let me point you in the right direction." Then end the call. Do not write this business.
Health Questions (Simplified Issue Path)
"I'm going to ask you a few brief health questions — these just help me match you with the carrier that's going to give you the best rate and coverage. Sound good?"
"In the last 2 years, have you been diagnosed with, treated for, or told you have: cancer, heart attack, stroke, COPD, or any terminal illness?"
"Are you currently confined to a nursing home, hospice, or receiving home health care?"
"Are you currently able to perform your normal daily activities without assistance?"
Coach Note: Based on answers, route to: Level (clean health → AHL, Americo, Transamerica), Modified (some health issues → Corebridge Simplified Issue), or Guaranteed Issue (major issues → Corebridge GI, MOO Living Promise). See carrier table below.
Presentation + Close
"Based on everything you've shared with me, I've found a plan that I think is going to be a really good fit. Here's what I want to do — I'm going to walk you through exactly what this covers, what it costs, and how the benefit gets paid to your family. Fair enough?"
"[Carrier] is going to give you $[face amount] in coverage for $[premium] a month. That benefit goes directly to your [beneficiary] — tax free, no waiting, no questions asked. pause How does that sound?"
"Are you ready to get this locked in today so your family is protected starting [date]?"
Outbound Opener
Aged Leads · Warm Transfers · Callbacks
Opening — Permission-Based
"Hi, is this [First Name]? pause Hey [First Name], this is [Your Name] calling from Priority Insurance Concepts. The reason for my call — you had previously requested some information about final expense coverage, and I just wanted to reach out personally and make sure you got what you were looking for. Did I catch you at an okay moment?"
Coach Note: If they say "I never requested anything" — don't argue. "I completely understand — someone may have submitted your information on your behalf or there may have been a mix-up on our end. Since I have you, would you mind if I ask you one quick question? It'll take 30 seconds." Then go straight to discovery.
Re-engagement
"I know you've probably been contacted by a few different people about this. I want you to know I'm not here to pressure you into anything — I'm here to make sure that if this is something that matters to you, you actually get it taken care of the right way. pause Can I ask — what originally got you interested in looking at this?"
Then → NEPQ Discovery (same as inbound)
Continue with intent discovery, qualification, and presentation same as inbound script above.
Objection Handles
6 Most Common · 3-Layer Responses
"I need to think about it."
"I completely understand. Can I ask — what specifically do you need to think through? Because if there's something I haven't explained clearly, I'd rather address that right now than have you sitting with a question I could have answered."
If they can't name it: "Most people who say they need to think about it are really saying one of two things — either they're not sure they can afford it, or they're not sure it's worth it. Which one is closer to what you're feeling?"
If they can't name it: "Most people who say they need to think about it are really saying one of two things — either they're not sure they can afford it, or they're not sure it's worth it. Which one is closer to what you're feeling?"
"I can't afford it."
"I hear you. Can I ask — is it that $[X] a month genuinely isn't possible right now, or is it more that you're not sure it's worth that amount?"
If truly budget: "Let me see if I can find you something that fits. What's the most you could comfortably do per month without it being a stretch?" Then requote at lower face amount.
If truly budget: "Let me see if I can find you something that fits. What's the most you could comfortably do per month without it being a stretch?" Then requote at lower face amount.
"I need to talk to my spouse."
"That makes complete sense — this affects both of you. Is your spouse home right now? Because I'd love to include them in this conversation so they hear everything firsthand and you're both on the same page."
If not available: "When would be a good time to get you both together for about 15 minutes? I can call back at whatever time works."
If not available: "When would be a good time to get you both together for about 15 minutes? I can call back at whatever time works."
"I already have coverage."
"That's great — it sounds like you've already been thinking ahead. Can I ask — do you know offhand what the benefit amount is and who the carrier is?"
Then: "The reason I ask is that a lot of the policies people have through work or older policies don't always cover what people think they do. I'm not saying that's the case with yours — but would you be open to just comparing what you have to what I can offer? Worst case, I confirm you're already in great shape."
Then: "The reason I ask is that a lot of the policies people have through work or older policies don't always cover what people think they do. I'm not saying that's the case with yours — but would you be open to just comparing what you have to what I can offer? Worst case, I confirm you're already in great shape."
"I'm not interested."
"I respect that completely. Can I ask — is it that you're not interested in this type of coverage at all, or just not right now?"
If not at all: "Do you mind if I ask what's given you that feeling? Because sometimes people have had a bad experience or been misled, and I just want to make sure that's not what's happening here."
If not at all: "Do you mind if I ask what's given you that feeling? Because sometimes people have had a bad experience or been misled, and I just want to make sure that's not what's happening here."
"I don't trust insurance companies."
"That's one of the most honest things anyone has ever said to me, and I respect it. Can you tell me more about that — has something happened that made you feel that way?"
After they share: "I understand that completely. The carriers I work with — [carrier names] — have been paying claims for [X] years. But more importantly, I'm the person you're dealing with, not a call center. If there's ever a problem, you call me directly."
After they share: "I understand that completely. The carriers I work with — [carrier names] — have been paying claims for [X] years. But more importantly, I'm the person you're dealing with, not a call center. If there's ever a problem, you call me directly."
Carrier Quick Reference
AHL · Americo · Corebridge · Transamerica · MOO
| Carrier | Product | Best For | Issue Ages | Notes |
|---|---|---|---|---|
| American Home Life (AHL) | Level Whole Life | Clean health, competitive rate | 0–85 | Strong preferred rates, fast issue |
| Americo | Eagle Series FE | Clean to moderate health | 50–85 | Flexible underwriting, good rates |
| Corebridge (AIG) | Simplified Issue WL | Moderate health issues | 50–80 | 107% commission, strong brand |
| Corebridge (AIG) | Guaranteed Issue WL | Uninsurable clients | 50–80 | 2-year graded, last resort |
| Transamerica | FE Express | Fast issue, clean health | 45–85 | 110% commission, quick approval |
| Mutual of Omaha | Living Promise | Brand recognition, moderate health | 45–85 | Strong brand trust with seniors |
Hospital Indemnity — Full Script
GTL · ManhattanLife
TCPA · Recording Disclosure
"Thank you for calling the Supplemental Benefits department at Priority Insurance Concepts — this is [Your Name]. This call may be recorded for quality purposes. Who am I speaking with today?"
DBC + State
"[First Name], do I have your permission to text over my digital business card? And what state are you in today?"
NEPQ Discovery
"[First Name], I want to make sure I'm actually helpful for you today. What made you reach out about hospital coverage — is this something you've been thinking about, or did something happen that made it feel more urgent?"
Coach Note: Most HI prospects have had a hospital stay or know someone who did. Let them tell the story. The gap between what Medicare paid and what they owed is your entire presentation.
Gap Education
"Can I show you something that most people don't realize about Medicare? Even with Medicare Part A, if you're admitted to the hospital, there's a $[current deductible] deductible that comes out of your pocket before Medicare pays a single dollar. After 60 days, it's $[coinsurance] per day. pause Did you know that?"
"What a Hospital Indemnity plan does is pay you cash — directly to you, not the hospital — for every day you're admitted. That money covers your deductible, your copays, or anything else you need. You decide how to use it."
Qualification
"Are you currently on Medicare Part A and B? And do you have a Medicare Supplement or Medicare Advantage plan currently?"
Coach Note: HI works best as a gap-filler for Medicare Advantage clients. Med Supp clients are already well covered — HI is still valuable but the pitch changes. For MA clients, lead with the deductible gap.
Close
"[First Name], for about $[premium] a month, I can get you $[benefit] per day for every day you're in the hospital — up to [days] days. That means if you have a 5-day stay, you'd receive $[total benefit] directly in your pocket. pause Does that make sense as a way to protect yourself?"
Carrier Quick Reference
| Carrier | Product | Best For | Notes |
|---|---|---|---|
| GTL | Hospital Indemnity | MA clients, gap coverage | 65% Y1 commission, strong benefits |
| ManhattanLife | HI Select Ages 18–79 | Under-65, working age | 60% Y1, strong for under-65 |
| ManhattanLife | HI Select Ages 80+ | Older seniors | 45% Y1, still competitive |
Dental / Vision / Hearing Script
NCD · Ameritas · ManhattanLife
TCPA · Recording Disclosure
"Thank you for calling the Dental and Vision department at Priority Insurance Concepts — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Discovery
"[First Name], what prompted you to look into dental coverage today — are you currently without any dental insurance, or does your current plan not cover everything you need?"
Coach Note: The most common pain point is "Medicare doesn't cover dental." Confirm that first, then pivot to cost. Ask: "When's the last time you were to the dentist?" If it's been a year or more due to cost — that's your angle.
Education
"You probably already know this, but original Medicare — Parts A and B — doesn't cover routine dental, vision, or hearing at all. Not cleanings, not glasses, not hearing aids. Those come entirely out of pocket. pause Has that been a challenge for you?"
Presentation
"What I have for you is a plan that covers two cleanings per year, X-rays, fillings, and [additional benefits based on carrier] — starting at about $[premium] a month. No waiting period for preventive care. pause That's something you could use right away."
Carrier Quick Reference
| Carrier | Product | Y1 Commission | Best For |
|---|---|---|---|
| NCD | Dental | 21% lifetime | Strong network, good renewal |
| NCD | Vision | 34% lifetime | Best vision commission |
| Ameritas | Dental/Vision | 30% | Bundled plan option |
| ManhattanLife | DVH Select | 40% | Hearing included, under-65 |
Cancer / Critical Illness Script
ManhattanLife — Their Choice
TCPA · Recording Disclosure
"Thank you for calling Priority Insurance Concepts — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Emotional Discovery
"[First Name], what made you reach out about cancer coverage specifically? Has this touched your family in some way, or is this something you've been thinking about as you've gotten older?"
Coach Note: Almost everyone has a cancer story — a parent, a friend, a scare of their own. This is not a product sale. This is an emotional protection sale. Let them tell their story before you say anything about the plan.
Gap Education
"Here's something most people don't think about until they're in the middle of it: when someone gets a cancer diagnosis, the financial impact is devastating even with good insurance. There are treatments not covered, travel to specialists, lost income, home care. The average out-of-pocket cost for cancer treatment is over $[amount]. pause That money has to come from somewhere."
"What a cancer plan does is pay you a lump sum — directly to you — the moment you're diagnosed. You use it however you need. It doesn't go to the hospital. It doesn't go to the doctor. It goes to you."
ManhattanLife Their Choice — Key Features
Product Note: ManhattanLife "Their Choice" is the strongest under-65 cancer/CI product in our stack. 55% Y1 commission, 10% renewal. Covers cancer, heart attack, stroke. Lump sum on diagnosis. Issue ages 18–79. No waiting period for accidents.
Close
"[First Name], for about $[premium] a month, you'd have $[benefit amount] that goes directly to you if you're ever diagnosed with cancer, have a heart attack, or a stroke. pause That's the kind of plan that can make the difference between your family staying whole financially and being devastated. Are you ready to get that protection in place today?"
Home Health Care Script
ManhattanLife — Home Health Care
TCPA · Recording Disclosure
"Thank you for calling Priority Insurance Concepts — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Discovery
"[First Name], what made you reach out about home health care coverage today — is this something for yourself, or are you thinking about a family member?"
Coach Note: HHC is often a referral product. Someone calling about FE or HI may have a parent or spouse who needs care. Always ask: "Is there anyone else in your household or family who might benefit from knowing about this?"
Education
"Most people don't realize that Medicare only covers home health care under very specific conditions — you have to be homebound, you have to have a skilled care need, and it has to be certified by a doctor. Regular help with daily activities — bathing, cooking, getting around the house — that's not covered. pause Were you aware of that?"
"The average cost of a home health aide is $25–30 an hour. That adds up fast. What a Home Health Care plan does is pay you a daily benefit — directly to you — so you can hire whoever you want, on your schedule."
ManhattanLife HHC — Key Features
Product Note: ManhattanLife HHC pays 60% Y1, 8% renewal. Daily benefit options available. No requirement for skilled care need — covers custodial care. Strong product for ages 50–75 target market.
Close
"[First Name], for about $[premium] a month, you'd have $[daily benefit] a day available if you ever need help at home. That's [monthly equivalent] a month that goes directly to whoever is helping you — no approval process, no claims hassle. pause Does that feel like something worth having in place?"
Medicare Supplement — Full Script
Aetna · UHC/AARP · Physicians Mutual · MOO · ManhattanLife
TCPA · Recording Disclosure
"Thank you for calling the Medicare department at Priority Insurance Concepts — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
DBC + State + Age Confirmation
"[First Name], do I have your permission to text my digital business card over? And what state are you calling from? And are you currently on Medicare Part A and B?"
NEPQ Discovery
"What made you start looking at Medicare Supplement coverage — are you coming up on Medicare eligibility, or do you have a plan currently that isn't working the way you'd hoped?"
Coach Note: Two types of prospects: (1) turning 65 / new to Medicare — Open Enrollment, any plan, no underwriting. Golden opportunity. (2) already on Medicare Advantage or a Supplement and shopping — need to know why they're looking. Dissatisfaction with network, costs, or coverage changes are your entry points.
Education — Med Supp vs Medicare Advantage
"Let me ask you something — do you know the main difference between a Medicare Supplement and a Medicare Advantage plan? pause A Medicare Supplement works alongside Original Medicare — you can see any doctor in the country who accepts Medicare, no network, no referrals, no prior auth. Medicare Advantage is a replacement plan — it replaces Medicare with a private insurance network. Both have a place, but they're very different experiences."
"The clients who tend to do best with a Supplement are people who want certainty — they want to know that no matter what happens, they can go to any doctor, any specialist, any hospital in the country and Medicare plus their Supplement will handle the bill. pause Is that kind of predictability important to you?"
Plan Selection
"For most of my clients, Plan G is the gold standard — it covers everything Medicare doesn't pay except for the Part B deductible, which is [current year deductible] a year. That's it. One small deductible and then you're fully covered everywhere Medicare goes. pause Does that sound like what you're looking for?"
Rate Presentation
"I've shopped this across [number] carriers for someone your age in [state], and the best rate I'm finding is [carrier] at $[premium] a month for Plan G. That carrier has been in business for [years] years and has an A-rating. pause How does that compare to what you were expecting?"
Carrier Quick Reference
| Carrier | Best For | Notes |
|---|---|---|
| Aetna | Preferred leads, competitive rates | Strong brand, good in VA/NC |
| UHC / AARP | Brand recognition | Most recognized brand for seniors |
| Physicians Mutual | Preferred leads, strong stability | A+ rated, good retention |
| Mutual of Omaha | Rate competitive | Strong brand trust |
| ManhattanLife | Ages 65–79 primary | 19% Y1, 15% Yrs 2–6 |
Close
"[First Name], I want to make sure you're protected the right way. Based on everything you've told me, [carrier] Plan G at $[premium] is going to give you the most coverage with the least hassle for your situation. Are you ready to get this locked in today?"
Medicare Advantage — Full Script
UHC · Aetna · Wellcare · SCAN · Alignment · Devoted
TCPA · Recording Disclosure · TPMO Disclaimer Required
"Thank you for calling the Medicare department at Priority Insurance Concepts — this is [Your Name]. This call may be recorded for quality purposes. Who am I speaking with today?"
TPMO Disclaimer — Required Before Any Plan Discussion
"Before we get started — I'm required to let you know that we do not offer every plan available in your area. We represent a select number of organizations and their products in your area. For a complete list of options, you can contact Medicare.gov, call 1-800-MEDICARE, or reach your local SHIP program."
Coach Note: This is non-negotiable. CMS requires this on every Medicare marketing and sales call. Say it before you discuss any plan details.
DBC + State
"[First Name], do I have your permission to text you my digital business card? And what state are you calling from today?"
NEPQ Discovery
"What made you start looking at Medicare Advantage today — are you coming up on Medicare eligibility, or do you have a plan currently that isn't working the way you hoped?"
Coach Note: Two prospect types: (1) Turning 65 / new to Medicare — golden opportunity. (2) Already on a plan and shopping — find out why. Network restrictions, costs, or coverage changes are your entry points.
Education — MA vs Med Supp
"Can I explain the main difference between Medicare Advantage and a Medicare Supplement, so you can decide which direction makes more sense for your situation? pause A Medicare Supplement works alongside Original Medicare — you can see any doctor in the country that accepts Medicare, no network, no referrals. A Medicare Advantage plan replaces Medicare with a private network — often lower or zero premium, but you work within a network and may need prior authorizations. Both have their place — it really comes down to how you use your healthcare."
MAPD Qualification
"Are you currently enrolled in Medicare Parts A and B? And do you have a Primary Care Physician you see regularly — I want to make sure they're in-network before we look at any plan."
"What prescription medications are you currently taking? I want to run those through the plan's formulary to make sure you're covered before we go any further."
Coach Note: Network and formulary checks are non-negotiable before presenting any MA plan. Never enroll someone whose PCP or critical medications aren't covered.
Scope of Appointment
"Before I walk you through any specific plans — I need to complete a quick Scope of Appointment. This is required by Medicare and just confirms what products you'd like me to cover today. It takes about 30 seconds. Is that okay?"
Coach Note: SOA must be completed 48 hours before a scheduled appointment. For walk-in or same-day inbound calls, document the exception. Use your CRM's SOA form — never skip this step.
Plan Presentation
"Based on your zip code and the doctors you use, here's what I'm finding: [Plan Name] from [Carrier] — $[premium]/month premium, [deductible], and your out-of-pocket maximum is $[OOP max]. Your PCP [Name] is in-network and [medications] are covered on the formulary. pause How does that sound compared to what you have now?"
Close
"Are you ready to get this locked in today so your coverage is in place for [effective date]?"
Coach Note: MAPD pays $694 new / $347 replacement at CMS regulated rate. Always confirm enrollment period eligibility before submitting — AEP Oct 15–Dec 7, OEP Jan 1–Mar 31, IEP for new Medicare beneficiaries, SEP for qualifying events.
Carrier Quick Reference
| Carrier | Strength | States | Notes |
|---|---|---|---|
| UnitedHealthcare | Largest network, brand recognition | All active states | AARP co-brand, strong trust |
| Aetna | Competitive benefits, strong in SE | VA, NC, TX, NV | Preferred lead carrier |
| Wellcare | Low/zero premium plans | All active states | Good for budget-focused clients |
| SCAN Health | Strong in CA/NV | CA, NV, AZ | High member satisfaction |
| Alignment Health | Regional, strong benefits | CA, TX, NC, NV | Growing network |
| Devoted Health | Tech-forward, concierge model | FL, TX, OH, NV | Strong for tech-comfortable seniors |
MAPD Objection Handles
Network · Cost · Switching · Prior Auth
"I don't want to be stuck in a network."
"That's the most common concern I hear — and it's completely valid. Can I ask — how often do you actually go out of network? Because for most people, 95% of their care happens with their regular doctors anyway. If your PCP and specialists are in-network, the network question becomes much less of an issue. Let me check your doctors right now — what's your PCP's name?"
"I like my Medicare Supplement."
"That's great — Med Supp is excellent coverage. Can I ask what you're paying per month for it? Because depending on your situation, a Medicare Advantage plan might give you similar or better coverage at a significantly lower monthly cost — and free up that premium for other expenses. Would you be open to just seeing the comparison?"
"I heard Medicare Advantage has a lot of prior authorizations."
"That's a fair concern — and it varies a lot by carrier and plan. The plans I work with have streamlined prior auth processes. Can I ask — have you personally experienced a prior auth issue, or is this something you've heard about? Because for routine care, most people never encounter it."
"I don't want to change doctors."
"Completely understand — and I would never recommend a plan that doesn't include your doctors. That's the first thing I check before presenting anything. What's your primary care doctor's name? Let me confirm they're in-network right now before we go any further."