Opening
“Thank you for calling the Customer Care Center, this is _______. Can I have your name please?”
“How can I help you?”
Process
“Before we start, can you provide the code located toward the upper right hand corner of the activation form you received – it usually starts with an H or J?”
If code is available (only available if caller received an offer in the MAIL)
- Go to F19 screen
- Enter code (spoken key)
- Go to F12 screen to see individual versus family rates per $10,000 in coverage for AD&D or monthly rates for HAP or Recuperative Care
If code is not available (is not available if caller received an offer via EMAIL)
“Do you see your financial institution logo on the left-hand side? Directly across from that, can you tell me what type of insurance your offer is for?”
“At the bottom of the form, can you tell me the name of the insurance company?”
“How can I help you?”
Access Offer Information
For more information about the offer:
- Go to F14 screen
- Enter caller’s financial institution
- Enter 1 next to the financial institution name that is Active
- Look for most recent drop date and ask which state the caller lives in, enter 5 to display product information
- Go to F12 screen to see individual versus family rates per $10,000 in coverage for AD&D or monthly rates for HAP or Recuperative Care