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Customer Service, "Hey (Name)! This is Alexis, (Agent Name)'s…

- - - - "(Agent) would be happy to go over some different options with you, can I set up a time for you guys to talk?"
- - - - "Good morning/afternoon (name)! I'm following up on behalf of (Agent full name) since (he/she) was notified that your last payment for health insurance was not made as of (date). Was that a mistake or did you mean to cancel your coverage? If you were needing to look at other coverage options please let me know. I will be happy to schedule an appointment with (agent) for you. Thank you!
        
        Good morning/afternoon (name)! I'm following up on behalf of (Agent full name), your health advisor, since (he/she) was notified that your last payment for health insurance was not made. Were you needing to look at other coverage options? I'd be happy to schedule an appointment at your convenience to discuss your alternative coverage options. If you were needing help renewing your coverage let me know as well, thanks!
- - - - "No worries! Just give customer service a call, whenever is best for you. The number for them is (800) 338-2371. Your application ID# is (XXXXX), they will need your app ID to view your file. Please let me know if you have any questions!
- - - - Afterwards, you will need to reach out to the facility/medical records dept If small facility, then just front desk
        
        If the doctors have an outside facility for medical records
        
        Try to get the facilities phone number to be able to follow up them instead of doctors, also ask facility possible time frame on when sending
        
        Contact Facility and make sure they have request from UW sent. If not follow APS "If haven't received steps"
        
        "Good morning/afternoon, is there a medical records department I can speak with?"
        
        If yes, when transfered:
        
        "Hello, I'm calling because we have a mutual client who wants to make sure they can book their next appointment. I'm calling on behalf of (Insurance/UW company) and we just need to make sure they can be approved for a policy that would allow them to pay for the appointment. Did you get the request about faxing over those medical records?"
        
        If request was received, what you're asking for:
        
        If request wasn't received the Fax from Underwriters: First Time
        
        1 more item...
        
        Were the records sent?
        
        1 more item...
        
        If no:
        
        "That's okay, maybe you can help me then. I'm calling because we have a mutual client who wants to make sure they can book their next appointment. I'm calling on behalf of (Insurance/UW company) and we just need to make sure they can be approved for a policy that would allow them to pay for the appointment. Did you get the request about faxing over those medical records?"
        
        If you can't reach them, recall every three hours
        
        Notify agent of status and update Monday
      - What you're asking for:
        
        Is a wet signature required?
        
        Doctor on file: Name, phone number, and fax
        
        Who all on the application was APS'd
        
        Who is the underwriting company? Freedom, National, or Enterprise?
- - - - If yes:
      - If no
        
        "I apologize, I'm trying to find a time (he/she) can squeeze you in. (Agent) also has (time) open if that works for you?"
        
        <- Then
  - - - If yes:
        
        "Great! I will let (Agent) know and (he/she) will be reaching out (at time). Thank you!"
      - If no
        
        "I apologize, I'm trying to find a time (he/she) can squeeze you in. (Agent) also has (time) open if that works for you?"
        
        <- Then
- - - - Go to EZapp (get info to rerun quote as a haggy)
        
        Text Client
        
        Follow Decline Script Steps
        
        Set calendar with haggy quote
  - - - Screenshot and send to broker pre existing and quote
        
        If Yes
        
        Book apt on calendly
        
        Get Brokers calendly
        
        Notify Agent
        
        *Log in referral sheet
        
        If no
        
        Health Sherpa
        
        Get agent links
        
        Hey (Name), I'm (Agent Name)'s customer service assistant, Alexis! (ACA + Set time that is best for client)
- - - - Process
        
        EZapp
        
        Begin Quote
        
        Pull Info (Zip Code - DOB)
        
        Select Add Ons
      - "How many people on the application are adding dental/vision?"
        
        If adding dental:
        
        "Do you (or anyone else) need dental work done soon?"
        
        Need the policy ID#
        
        Resources:
        
        Dental Brochure
        
        Phone number to add on dept
        
        (Need to create) separate emails with range of quotes for dental/vision
    - - Process
        
        Call Add On dept, then 3 way call with primary client. AOD will tell you to drop off the call
        
        Dependent
        
        Need age of dependant
        
        If over 19, are they a full time student?
        
        The primary client on the application will need to be on the line for the (new) v-call, will then pass phone to spouse
        
        Need pre existing conditions (if applicable) age, and occupation for spouse