*INTRODUCTION SECTION*

 

Thank you for reaching the enrollment department. Who do I have the pleasure of speaking with?

 

Great and can you verify your phone number so I can verify your qualification?

 

Well, let me the first one to say a BIG CONGRATULATIONS congratulations Mr. /Ms. [Prospect First Name]  you’ve been approved for the premier all-inclusive package; which is the best we offer and only reserved for specially qualified individuals such as yourself.  My job is to go over the benefits you qualified for. Now [Prospect First Name]  when you were getting qualified did they happen to tell you what kind of rating came back for you? Ok, well you have a four out of five-star rating. Which means your eligibility is very good or borderline excellent. This means you have qualified to receive up to 75% savings on medical and dental needs. Not only for yourself but your household as well. 

 

*PITCH SECTION*

 

My name is [Full Name] and I’m a benefits specialist. I wanted to get on the phone personally and explain the benefits that you’re going to be receiving today. Now new member packet will arrive WITHIN THE NEXT 7-14 days. Your all-inclusive membership will help you reduce the out-of-pocket expenses you incur on your overall healthcare cost. It DOES NOT however help with any of your co-pays but will give you a clear ALTERNATIVE to what you have now.

 

Mr. /Ms.[Prospect Last Name], This is not insurance, but once you’re enrolled you’re going to save 10% to 75% savings on all generic and name brands prescriptions such as Amoxicillin, Lipitor, and Penicillin just to name a few. This will also work at over 56,000 national and regional pharmacies such as WALMART, CVS, WALGREENS, and RITE-AID. I’m sure you have one of those nearby correct? Okay great! You will also receive 10%-40% savings on all physician and hospital visits. This will help you to save on lab work and imaging such as MRIs, CAT Scans, X-rays, and Blood Work. It’s accepted at over 350,000 medical centers, hospitals, and physicians nationwide. You will receive 15%-50% savings on all dental procedures such as Fillings, X-Rays, and Cleanings. Which is provided through the Aetna Dental Access and there are over 92,500 Dentists nationwide.

 

[Prospect First Name] you are also going to be receiving 10%-60% savings on all of your vision needs such as contacts and glasses and you will also receive 15%-60% savings on all of your hearing needs. Your ACCESS Discount Card will also give you the benefit of adding years to your life by giving you 30%-60% savings on your daily vitamin needs. Now [Prospect First Name], if you happen to have a pet you will be receiving as a bonus a discount pet care card that will give you 10%-30% savings on all of your pet needs. Once again this is not insurance, but an alternative way to receive all the discount benefits without the high premiums.

 

Now? Mr. /Ms. [Prospect Last Name] finally you have also been approved for household benefits which means this card will cover everyone in your entire household at no additional cost… OK?
Now [client] what is the address you would like your benefits package and healthcare I.D. cards sent to? And what is your email address so I can send you an email confirmation letter.

 

Now for me to get your new member benefits package and I.D. cards shipped out to you right away there is a one-time enrollment trial fee of only $4.95 this covers your application and your one-week trial. Once your week trial is up there is a small monthly fee of $24.95 per month. This is a one-time investment that will give you a lifetime worth of savings meaning that the money you will be saving will completely absorb $24.95 like a small drop of water. In addition to enrolling TODAY, your ACCESS DISCOUNT CARDS will cover everyone in your household free of charge. So let’s go ahead and finish up your enrollment and get you saving right away!

 

*BASIC CUSTOMER INFORMATION SECTION*

 

Again my name is [Full Name] and I’m a benefits specialist that works with Urgent Health*Make sure your customer wrote down your full name and verifies it before proceeding. This will help remind them who they spoke to.

 

Urgent Health’s toll-free customer service number is 1-877-799-1844 and is open Monday through Friday from 9 am to 6 pm eastern standard time. 

 

Please confirm your date of birth?

 

To confirm we have the spelling of your name as [Prospect First Name] [Prospect Last Name] correct?

 

To confirm we have the spelling of your billing address as…. correct?

 

To confirm your zip code, city and state are…. correct?

 

To confirm your phone number is…. correct?

 

Please verify your email address.

 

*PAYMENT INFORMATION SECTION*

 

To activate your service today for only $4.95 we can use a card or check by phone. Simply grab the payment method you use most on a daily basis. Let me know when you have it. Thanks. 

 

*Customer comes back on the line.

 

Now would you be using a check or card today?

 

*Check Payment Instructions

 

Now you are going to fill out this check and keep it for your records. First off can you please look up in the upper-righthand corner of your check and read me the check number? 

 

Next, on the pay to the order line, I want you to write Urgent Health 1-877-799-1844.

 

Moving forward can you please look at the bottom lefthand corner of your check. You are going to see a line and two dots. After the two dots, you will see a set of nine numbers beginning with either a 0,1,2 or 3. These numbers are known as your routing number. Can you please repeat those numbers back to me moving from the left to right slowly? Thanks. 

 

On the memo line, I want you to write in my name which is spelled [Full Name]. After my name please write in customer specialist. 

 

Now looking back down on the bottom of your check. I need you to repeat the next set of numbers after your routing number. These numbers are known as your member number. Can you please repeat those numbers back to me moving from the left to right slowly? Thanks.

 

 

*Card Payment Instructions.

 

Lovely, can you please verify the sixteen-digit account number beginning with a [4, 5, 3, or 6011].

 

Please verify the expiration date on the front of your card?

 

Lastly, please turn the card over and verify the three-digit CVV code located in the signature strip?

 

*PRE-VERIFICATION SECTION*

 

Congratulations [Prospect First Name] on activating the benefits of your Urgent Health trial today! On a scale of one through ten with ten being the highest how would you rate your confidence in today’s enrollment?

 

I‘m going to read a brief disclosure just to make sure we are all on the same page. 

 

1) You DO UNDERSTAND this is NOT insurance but a savings service that will help you save money correct? (Wait for yes before continuing.)

 

2) Now [first name] you have chosen to activate your risk-free week trial for only $4.95 today on (insert sign-up date) correct? (Wait for yes.)

 

3) You do understand once your risk-free week trial is up your service will renew and you will be automatically billed for less than a dollar in the amount of $24.95 correct? (Wait for yes before continuing.)

 

4) The charge will appear as UrgentHealth8777991844 on your billing statement. Again, the charge will appear as UrgentHealth8777991844 on your billing statement. Can you please repeat what will show up on your billing statement?

 

5) If you have ANY questions or billing concerns you can call and speak to one of our friendly customer support specialists at [toll-free number]. Customer support is only available Monday through Friday from 9 am est until 6 pm est. Can you please repeat the customer service hours of operation back to me?

 

6) In order for the verification process to run smoothly please wait until the verifier finishes speaking and give clear answers to any questions the verifier might ask. 

 

7) I want to ensure all of your questions are answered prior to being transferred over to verification. So, do you have any more questions before I transfer you to the verification agent? 

 

Well [First Name] on behalf of myself and Urgent Health it’s been a true pleasure in speaking with you today. Please hold while I transfer you to verification. Thank you.

 

*HOW TO TO TRANSFER TO VERIFICATION SECTION*

 

      1. Place line one ON HOLD. 

      2. Click DIAL

      3. Select Urgent Health verification.

      4. Take line one OFF hold and mute your headset. There is no need for a warm introduction.

      5. Stay on with verification until the end. Once the verification process is finished disconnect and disposition the call as HIT and confirm.