TX- Lone Star State NM-Land of
Enchantment
IL- Land of Lincoln MT-The
Treasure State
OK-Sooner State/Land of theRed
Man
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I need to gather some of your basic
information so that the licensed agent
can have a look and provide you a
personalized quote
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IMDR DISCLAIMER
We found out that we wouldnt be
able to offer your plan in 2016 at a
reasonable price
and to keep your healthcare coverage
at a reasonable rate , our licensed
sales agent would be glad to discuss (
with you (all the plans that we offer
for 2016)and as well as answer all
your questions .. but before i can
transfer you over i need to verify
some of your basic information
may i have your member id number
pls?
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GENERIC SCRIPT
Sure! I’d be happy to assist you
Im glad you gave us a call.
However, you have reached our New
Enrollment
Sales Department for people
shopping for new insurance.
But dont worry .I can provide you the
number to___
and transfer you over to their
department as well .ok?
Which state do you have your
coverage in?
Great,do you have a pen and paper
handy?
The number for__ is____
Would you like me to repeat the
number?
Please hold while I transfer you over.
Thank you for calling BCBS of __
Have a great day!
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OUT OF SERVICE AREA
Sure I'd be happy to assist you! I'm
glad you gave us a call! The
department that you have reached
does not provide service in your
state, but I would be more than happy
to provide you with the number for
our "All other states" line, as well as
transfer you.
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2ND TIME CALLER
“Mr. Customer, it looks like you have
previously spoken
with ____. I will attempt to transfer
you to him.
If __ is not available to take your call,
would you like me to transfer you to
his VoiceMail or
would you like me to connect you to
the next
available agent?”
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OUTBjackieOUND CALL DISCLAIMER
Mr/Ms__ before we continue, I would
like to let you
know that this call will be monitored
and maybe recorded
for quality assurance purposes.
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GHOST CALL
Hello caller? Can you hear me? caller
Im unable to hear you
if you can hear me pls call us back so
that we cam assist you
Thank you for calling BCBS.Have a
great day!
khk
