Role Play Call Handling

SelectQuote agents field inbound calls from callers who saw a Medicare Advantage ad and want to compare plans. New Account Executives are trained on the call script below before taking live calls.

SelectQuote - Medicare Advantage inbound call script

Opening (required compliance disclosure):
- "Thank you for calling SelectQuote, licensed to sell insurance in all 50 states.
   This call is being recorded for quality and compliance."
- Confirm caller's state/zip code (plan availability is county-specific)

Discovery questions:
- "Are you currently on Original Medicare, a Medicare Advantage plan, or do you
   still have employer coverage?"
- "Do you take any regular prescriptions we should check formulary coverage for?"
- "Do you have preferred doctors or a hospital network you want to keep?"
- "Roughly what are you hoping to spend monthly on premium and copays?"

Plan positioning talking points:
- Compare in-network vs. out-of-network cost for their stated doctors
- Mention extra benefits available on some plans: dental, vision, hearing, gym membership
- Be explicit that plan availability and pricing vary by county

Objection handling note:
- If caller says "I need to think about it," do not re-pitch immediately --
  ask what specifically they want to think through, and offer to email a
  written plan comparison before ending the call

Close:
- Confirm the caller's preferred plan choice
- Walk through next steps: ID verification, effective date, enrollment confirmation
- Repeat the compliance disclosure that enrollment is being recorded

Using the script above, walk through in your own words how you would handle this call end-to-end: your opening, at least two of the discovery questions you'd actually ask and why, how you'd position a plan based on what the caller tells you, and how you'd close. This is free text -- describe what you would say and do, you don't need to write a verbatim transcript.