UNION SCRIPT

Hi, (Member’s Name)?

(If they ask who is calling)
This is (your name). Is he/she home?
(If they ask where you are from)
I am calling about his Union Benefits through the Local (#). Is he/she there?

Hi, (Member’s Name), This is (your name) from American Income life, we do the benefits for your (union name), how are
you? Great! Now you filled out a card for a ($$$$) Accidental Death and Dismemberment benefit, in which you listed
(Beneficiary’s name) as the beneficiary…, do you remember the card? Great!
Let me first just make sure that I still have your right information. You are still at (full address), right? Great!

BOOK APPOINTMENT
Well, the reason I’m calling is because I’m you representative that’s setting up virtual meetings so that I can better
explain all the benefits to all of the (Union name) members and their spouses. Now due to the pandemic, our company
has transitioned to virtual presentations for your safety as well as ours. So, I am assuming this is your cell phone we are
talking on right now? I am going to text you link can you please click on the link and see if it works. Are you familiar with
the zoom platform? It’s a safe program that you can use either from your phone or computer.
Great it will only take a couple minutes I just need to ensure it works before setting up a meeting with you. ( if they
already have zoom it will connect automatically if not walk them through connecting.) Once they are on zoom ---> What
time do you and your spouse get finished with work? I can set up the virtual meeting to go over the benefits with you
now or later today, what works best for both of you.

If no spouse – Ok, the only reason I mentioned a spouse is because the benefits would have applied to them as well.
DON’T PAUSE KEEP GOING!!!

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times.

It was nice talking with you (Member’s Name). Before I Let you go. Due to the high demand of our services we are very
booked up, and this is one of my most popular time slots, so is there anything you see that will prevent you from setting
up the virtual call with in (time agreed upon)? I really look forward to meeting you and (Spouse’s Name) on (day) at
(time). Take care and I will virtually see you at (time)!
 CREDIT UNION SCRIPT

Hi, (Member’s Name)?

(If they ask who is calling)
This is (your name). Is he/she home?
(If they ask who where you are from)
I am calling about his/her Credit Union Benefits through (name of credit union). is he/she there?

Hi, (Member’s Name), This is (your name) from American Income life, we do the benefits for your (Credit Union name),
how are you? Great! Now you filled out a card for a ($$$$) Accidental Death and Dismemberment benefit, in which you
listed (Beneficiary’s name) as the beneficiary…, do you remember the card? Great!
Let me first just make sure that I still have your right information. You are still at (full address), right? Great!

BOOK APPOINTMENT
Well, the reason I’m calling is because I’m you representative that’s setting up virtual meetings so that I can better
explain all the benefits to all of the (Union name) members and their spouses. Now due to the pandemic, our company
has transitioned to virtual presentations for your safety as well as ours. So, I am assuming this is your cell phone we are
talking on right now? I am going to text you link can you please click on the link and see if it works. Are you familiar with
the zoom platform? It’s a safe program that you can use either from your phone or computer.
Great it will only take a couple minutes I just need to ensure it works before setting up a meeting with you. ( if they
already have zoom it will connect automatically if not walk them through connecting.) Once they are on zoom ---> What
time do you and your spouse get finished with work? I can set up the virtual meeting to go over the benefits with you
now or later today, what works best for both of you.

If no spouse – Ok, the only reason I mentioned a spouse is because the benefits would have applied to them as well.
DON’T PAUSE KEEP GOING!!!

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times.

It was nice talking with you (Member’s Name). Before I Let you go. Due to the high demand of our services we are very
booked up, and this is one of my most popular time slots, so is there anything you see that will prevent you from setting
up the virtual call with in (time agreed upon)? I really look forward to meeting you and (Spouse’s Name) on (day) at
(time). Take care and I will virtually see you at (time)!
 Referral Phone Script:

Hi John, this is (your name) with AIL. You don’t know me, but I recently sat down with your friend London. Did she
mention I would be giving you a call? No problem. I was out to see London about some benefits that she has access to
through her union. For the first time now, she has the ability to pass these exclusive benefits along to a select few that
she cares about, and you were the first person that she mentioned.
Now what this entails. There are several benefits that are available to you through London’s sponsorship at no cost.
(AD&D, discount card, CSK) there is also a package of permanent benefits that has been negotiated at discounted rates,
but those you would have to qualify for. The reason I am calling is simply to set up a time to briefly explain how all of
this works for you. I have 8 members I see on a daily basis, but as a favor to London, I am trying to squeeze you in.
What time do you and your spouse get home from work?

BOOK APPOINTMENT
The reason I am calling is simply to set up a time to briefly explain how all of this works for you. I have 8 members I see
on a daily basis, but as a favor to (the person who referred them), I am trying to squeeze you in. . Now due to the
pandemic, our company has transitioned to virtual presentations for your safety as well as ours. So, I am assuming this is
your cell phone we are talking on right now? I am going to text you link can you please click on the link and see if it
works. Are you familiar with the zoom platform? It’s a safe program that you can use either from your phone or
computer.
Great it will only take a couple minutes I just need to ensure it works before setting up a meeting with you. ( if they
already have zoom it will connect automatically if not walk them through connecting.) Once they are on zoom ---> What
time do you and your spouse get finished with work? I can set up the virtual meeting to go over the benefits with you
now or later today, what works best for both of you.

If no spouse – Ok, the only reason I mentioned a spouse is because the benefits would have applied to them as well.
DON’T PAUSE KEEP GOING!!!

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times. It was nice talking with you (Member’s Name). Before I Let you go. Due
to the high demand of our services we are very booked up, and this is one of my most popular time slots, so is there
anything you see that will prevent you from setting up the virtual call with in (time agreed upon)? I really look forward to
meeting you and (Spouse’s Name) on (day) at (time). Take care and I will virtually see you at (time)!
 AD&D REFERAL SCRIPT

Hi, (Their Name)?

(If they ask who is calling) This is (your name). Is he/she home?
(If they ask who where you are from) I am with American Income. His/her (mother, sister, friend, etc..) asked me to call
(their name). Is he/she there?

Hi, (Their Name), how are you? This is (your name) from American Income, I’m calling because your (relationship of
sponsor) asked me to talk to you. Did he/she give you a call yet? If yes – Great! If no – Oh, well he/she was supposed to!
I was out to see him/her a little while ago, and (sponsor’s name) was entitled to additional benefits because of his/her
affiliation with the union.(add any extra information that you received from the client who referred them.)
What (sponsor’s name) could do, was sponsor anyone who he/she thought could use some of the benefits. One of these
benefits is a $2,000 Accidental Death and Dismemberment benefit that they thought you could use.

BOOK APPOINTMENT
Well, the reason I’m calling is because the certificates of coverage did come in for all of the families that (referral source)
and I’m the representative that’s setting up virtual meetings so that I can better explain all the benefits to you and your
spouses.
. Now due to the pandemic, our company has transitioned to virtual presentations for your safety as well as ours. So, I
am assuming this is your cell phone we are talking on right now? I am going to text you link can you please click on the
link and see if it works. Are you familiar with the zoom platform? It’s a safe program that you can use either from your
phone or computer.
Great it will only take a couple minutes I just need to ensure it works before setting up a meeting with you. ( if they
already have zoom it will connect automatically if not walk them through connecting.) Once they are on zoom ---> What
time do you and your spouse get finished with work? I can set up the virtual meeting to go over the benefits with you
now or later today, what works best for both of you.

If no spouse – Ok, the only reason I mentioned a spouse is because the benefits would have applied to them as well.
DON’T PAUSE KEEP GOING!!!

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times.
It was nice talking with you (Member’s Name). Before I Let you go. Due to the high demand of our services we are very
booked up, and this is one of my most popular time slots, so is there anything you see that will prevent you from setting
up the virtual call with in (time agreed upon)? I really look forward to meeting you and (Spouse’s Name) on (day) at
(time). Take care and I will virtually see you at (time)!
 WILL KIT E-LEADS

Good evening may I speak to ________? Hi ______ this is _____ from the AIL—Will Kit Division. I’m calling you
in regards to the Will Kits You requested. (can mention day if needed).
You requested ____ kits. I’m assuming for you and your wife, Is that correct? (Pause)
Wonderful!
The reason for my call today is that we have your kits here. Unfortunately, due to the current circumstances,
for your safety as well as ours, we are not able to deliver them to you in person. With your permission I would
like to be able to deliver them to you via email/or mail would that be okay? (Wait for answer)
Great, I’m just going to need 2 things from you. First is to confirm your email address and second is fifteen to
twenty minutes to go over with you the different components that will be coming in the package. So, I am
assuming this is your cell phone we are talking on right now? I am going to text you link can you please click on
the link and see if it works. Great it will only take a couple minutes I just need to ensure it works before setting
up a meeting with you. ( if they already have zoom it will connect automatically if not walk them through
connecting.) Once they are on zoom --->What time do you both get home from work? (Wait for a time)
Great, so we will review on ____________ at _________.

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times. It was nice talking with you (Member’s Name). Before I Let you go. Due
to the high demand of our services we are very booked up, and this is one of my most popular time slots, so is there
anything you see that will prevent you from setting up the virtual call with in (time agreed upon)? I really look forward to
meeting you and (Spouse’s Name) on (day) at (time). Take care and I will virtually see you at (time)!
 Discount Card Phone Script

Hello is_________ there? Hi, this is ________ with American Income. I am calling you because your have
discount card has expired. It’s the card that provides discounts on eye glasses, prescriptions and chiropractic
care. Due to the high demands of medical care in the recent months we want to ensure that you still can use
your Discounts. We have recently upgraded to a digital card that you can access from your mobile phone. This
new card has three times the discounts the old one had and is completely at no cost in our efforts to continue
to help the community.
BOOK APPOINTMENT
I’m calling because I’m the representative responsible for all the members in your area, I am setting up virtual
meetings so that I can better explain all the benefits to all of the members and their spouses. Now due to the
pandemic, our company has transitioned to virtual presentations for your safety as well as ours. So, I am assuming this is
your cell phone we are talking on right now? I am going to text you link can you please click on the link and see if it
works. Are you familiar with the zoom platform? It’s a safe program that you can use either from your phone or
computer.
Great it will only take a couple minutes I just need to ensure it works before setting up a meeting with you. ( if they
already have zoom it will connect automatically if not walk them through connecting.) Once they are on zoom ---> What
time do you and your spouse get finished with work? I can set up the virtual meeting to go over the benefits with you
now or later today, what works best for both of you.

If no spouse – Ok, the only reason I mentioned a spouse is because the benefits would have applied to them as well.
DON’T PAUSE KEEP GOING!!!

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times.

It was nice talking with you (Member’s Name). Before I Let you go. Due to the high demand of our services we are very
booked up, and this is one of my most popular time slots, so is there anything you see that will prevent you from setting
up the virtual call with in (time agreed upon)? I really look forward to meeting you and (Spouse’s Name) on (day) at
(time). Take care and I will virtually see you at (time)!
 Child Safety Kit Card script

I am calling for ______ please.

My name is _______, I am with the child safe program. I am calling because you filled out a card requesting ____ kits
from ____. How are you doing today? Let me give you a little bit more information. The child safe kits are no cost to you.
It works together with the Texas Police, and Amber Alert, so if your child were to ever go missing it helps get the right
information to the police quickly. Let me verify that I have the right information here, you are still at (address), is that
correct?

Great, now the reason for my call ______ is that I am the representative that is working in the (City’s Name)
area, and I am going to be delivering the Child Safe kits to the families that have requested them and going
over the program. I would be happy to do that for you as well.

BOOK APPOINTMENT
Well, the reason I’m calling is because I’m the representative that’s setting up virtual meetings so that I can
better explain all the Child safe kits to all the families who requested them. Now due to the pandemic, our
company has transitioned to virtual presentations for your safety as well as ours. So, I am assuming this is your cell
phone we are talking on right now? I am going to text you link can you please click on the link and see if it works. Are
you familiar with the zoom platform? It’s a safe program that you can use either from your phone or computer.
Great it will only take a couple minutes I just need to ensure it works before setting up a meeting with you. ( if they
already have zoom it will connect automatically if not walk them through connecting.) Once they are on zoom ---> What
time do you and your spouse get finished with work? I can set up the virtual meeting to go over the benefits with you
now or later today, what works best for both of you.

If no spouse – Ok, the only reason I mentioned a spouse is because the benefits would have applied to them as well.
DON’T PAUSE KEEP GOING!!!

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times.

It was nice talking with you (Member’s Name). Before I Let you go. Due to the high demand of our services we are very
booked up, and this is one of my most popular time slots, so is there anything you see that will prevent you from setting
up the virtual call with in (time agreed upon)? I really look forward to meeting you and (Spouse’s Name) on (day) at
(time). Take care and I will virtually see you at (time)!
 P.O.S. (Policy Owner Service)

Hi, could I talk to (Name) please?

Hi (Name), this is (Your Name), from your life insurance company, American Income, how are you doing?

I’m actually calling about a life insurance policy that you’ve had with us for quite some time now, and I was just giving
you a call because we are in the process of updating all of our clients in our system.

(Name), do you remember the last time someone had contacted you regarding your policy?

Ok, well like I said, we are in the process of doing our annual review session for all of the clients in the (City’s Name)
area. I’m actually the representative that will be doing the one on one Virtual review sessions.

I can scheduled you in to do a quick review of your policy, as well as email you an outline of all of the coverage that you
have, so your records are up to date as well. So, I am assuming this is your cell phone we are talking on right now? I am
going to text you link can you please click on the link and see if it works. Great it will only take a couple minutes I just
need to ensure it works before setting up a meeting with you. ( if they already have zoom it will connect automatically if
not walk them through connecting.) Once they are on zoom ---> What time do you and your spouse get finished with
work? I can set up the virtual meeting to go over the benefits with you either at ___ or ____, what time works best for
both of you?

APPOINTMENT LOCK-IN
Now, (Member’s Name), Can you open your calendar or reminders on your phone for me? I just need to give you some
quick information. My name is (your name) and our virtual meeting will be on (day) at (time). If I am not in our meeting
at exactly _____, please don’t think I forgot about you, some members may have just had a few extra questions about
the program. Just call me or shoot me a text if you do not see me. Because both our times are valuable If I know I will be
running later than 15 minutes, I will certainly give you a head’s up call or text, can you do the same for me? Great! Now
(Members name) when we connect for your appointment, we recommend connecting through a computer because we
will be sharing our screen with you. If you do not have access to a computer, please download the zoom app on your
phone.

IF THEY WEREN’T ABLE TO GET ON THROUGH ZOOM - Now, for security purposes, I am going to email you our virtual
meeting information right now. Can you please give me your email address? (Email client while on the phone). Did you
receive the email? Great! Please accept the Zoom invitation I just sent since it will serve as a reminder

Since we know this link works, please make sure to be available to log on your computer/smartphone at the scheduled
time as this is one of my most requested times.

It was nice talking with you (Member’s Name). Before I Let you go. Due to the high demand of our services we are very
booked up, and this is one of my most popular time slots, so is there anything you see that will prevent you from setting
up the virtual call with in (time agreed upon)? I really look forward to meeting you and (Spouse’s Name) on (day) at
(time). Take care and I will virtually see you at (time)!
 Headstart /Headstart Organic Request
No calls are to be made before 8:00 am or after 9:00 pm

Hi, this is _______ with American Income Life Insurance Company.  I’m calling because you requested
information online (from our website) about our Children’s Life Insurance Program.  How are you doing today?
 
My job is to deliver your information, let you know what your family may qualify for and answer any questions
you (and/or your spouse) may have, and the good news is we are now able to do this through a zoom call.

This should take about 25-45 minutes, depending on your questions. So, I am assuming this is your cell
phone we are talking on right now? I am going to text you link can you please click on the link and see if
it works. Great it will only take a couple minutes I just need to ensure it works before setting up a
meeting with you. ( if they already have zoom it will connect automatically if not walk them through
connecting.) Once they are on zoom ---> Now if you’re both available, we could take care of this right
now…(pause)…or, I could squeeze you in tonight after you’re both done with work. I have an opening at
(time) or (time), which one works best for you both?
Great, for the video chat, do you have a computer or tablet? Great, let’s go ahead and test
that out. I’m going to email you a link so we can see each other, what’s your email address?
Set for Now

(Email your Zoom link, walk them through Joining Meeting, Start Presentation)

(If their device isn’t ideal, see Addendum for Best Practices.)

Great, for the video chat, do you have a computer or tablet? Great, let’s go ahead and test
that out. I’m going to email you a link so we can see each other, what’s your email address?
(Email your Zoom link, walk them through Joining Meeting)

(Smile while saying) If you are anything like me, you could have told me something 5 minutes
Set for Later

ago and I got distracted and already forgot. So do me a favor and go into your phone and set
an alarm for (appointment time). That way you can be on time for me and I will do the same
for you! (Visually confirm they set the alarm) And just for good measure I will send a
reminder 15 minutes before our meeting. Do you prefer Text or Email? Look forward to
seeing you (and your spouse) (time/day of appointment)

Suggested Reminder Text/Email:

Best practices:

 Within an hour of setting the appointment

 If next day, before 12:00 pm.
 15 minutes prior to scheduled appointment
 Attach Virtual ID Badge
 If available, attach Return Card and Pre-Approach letter

Hello Client,

Friendly Reminder, This is (agent name) with American Income Life Insurance Company. We have a video meeting set up
for (day/time) to review the information through (lead source/name).  Below is the link to join the meeting. When you
click the link it will automatically open the meeting.  I look forward to meeting with you!

Call me at (agents phone) if you have any issues.

“See” you soon!

Rebuttals for Headstart

Q. How long is this going to take?

A. It usually takes 25-45 minutes, depends on what questions you may have.

Q. Why can’t you mail it to me?

A. Now my job is to deliver and explain your information and be sure you have no questions. It’s a service we
provide and I’ll also review other benefits available to you.

Q. Why does my spouse need to be there?

A. Should something happen, you and your spouse are the ones we will be dealing with. They need to understand
how the coverage works and how to make a claim.

Q. I’m not interested.

A. Not a problem, but I’ll be happy to deliver the information and explain it to you, so you have it for your records.
This way you’ll be able to start using our no-cost Health Services Discount Program right away, just for reaching out
to us!
Common Phone Rebuttals/ Questions
Q. How long is this going to take?
A., It depends on how many questions you have; I do run a very booked up schedule, so for me the shorter the
better…

Q. Why can’t you mail it to me?

A. That is what we did originally; we mailed you a letter of explanation. Now my job is to deliver your benefits,
explain them to you, and get you caught up with all the other members.

Q. Why does my spouse need to be there?

A. When something happens to you, your spouse is the one we will be dealing with. They need to understand
how the benefits work and how to make a claim on all of the money.

Q. Are you trying to sell me insurance?

A. My job is to deliver your benefits, explain them to you and get you caught up with all the other members.
Just like your letter said, there are other insurance programs that are available, but of course, the option is yours.

Q. How much will this cost?

A. The benefits you receive as a member of the union are no cost. My job is to deliver your benefits, explain
them to you and get caught up with all the other members.

Q. I’m not interested.

A. Not a problem. But let’s take a step back. Have you been to any of the meetings when they talked about his
program? (No matter what they say) That’s exactly why I’m calling. My job is to deliver your benefits, explain
them to you and get you caught up with all the other members.

Q. I don’t remember any card.

A. That’s exactly why I’m calling. There are so many members who sent back the card it has taken us a while to
get to them all. However, I will bring you a copy of the card which will help refresh your memory.

Q. I’m not part of the union anymore.

A. That’s exactly why I’m calling. These benefits are permanent, and you get to keep them even if you are no
longer part of the union. My job is to deliver your benefits, explain them to you and get you caught up with all
the other members.