Medicare Campaign Call Center Script (2026 Template)

A Medicare campaign call center script is the word-for-word script a floor uses on Medicare Advantage and Part D campaigns, usually split between an unlicensed screener who qualifies the caller and a licensed agent who discusses plans and enrolls. It's the most regulated script a call center will ever run, and from October 1, 2026 it got stricter in one specific place: the required disclaimer now has to be spoken before any benefit is mentioned.

Below is a full template, screener to licensed agent, with every rule that shapes it linked to the regulation. Use it as the starting point for your own, and have the carrier or FMO that owns the campaign approve the final version. Most of them require it anyway.

Operational guidance, not legal advice. Your carrier or FMO's approved script and CMS's current rules come first.

Who can be called, and who can say what

Two rules decide the shape of every Medicare script before a word is written.

Only people who asked. Under 42 CFR 422.2264(a), plans and the agents and call centers working for them can't make unsolicited contact by telephone, which the rule spells out as cold calling, robocalls, text messages or voicemail. A call isn't unsolicited when the beneficiary asked for it, for example by returning a call or sending back a reply card asking to be contacted. A reply card or request for information stays valid for 12 months from the date the beneficiary made it. So a Medicare outbound campaign is really a callback campaign: every lead on the list asked to hear from you, and you can show when.

Only licensed agents sell. 42 CFR 422.2272(c) requires plans to use as marketing representatives only people licensed by the state, and appointed under the state's process. That's why most campaigns split the call: an unlicensed screener confirms the person and their eligibility, then hands them to a licensed agent who does everything about plans.

Part 1: the screener

Opener

"Hi, may I speak with [first name]? ... Hi [first name], this is [your name], calling on a recorded line from [company name]. You asked us for information about Medicare plan options [on our website / by returning our card] on [date]. Is now still a good time to talk for a few minutes?"

Three things are doing work in those lines: your real name and company, the recording notice, and the reference to their request, which is what makes the call allowed at all. Never say or suggest you're calling from Medicare or the government.

If they say they never asked, apologise, confirm you'll remove their number, and end the call. Disposition it as do-not-call so it reaches your internal list.

Qualifying questions

Ask them in this order, and only these. The screener isn't discussing plans, so there's no need for anything else.

1. "Do you currently have both Medicare Part A and Part B?"
2. "What's your ZIP code?" (Plans differ by county, so the agent needs it.)
3. "What coverage do you have today, if any: a Medicare Advantage plan, a supplement, coverage from work, or Medicaid as well?"
4. "Are there doctors you want to keep seeing?"
5. "Do you take any prescriptions you'd want covered?" (A yes or no is enough here; the agent goes through them.)
6. "Are you new to Medicare, or looking at a change during this enrollment period?"

The annual enrollment period runs from October 15 to December 7, so most autumn campaigns lean on question 6. Outside it, a beneficiary usually needs a special enrollment period, such as turning 65 or a recent move, and the licensed agent confirms which applies.

Warm transfer

"Thanks, [first name]. I'm going to connect you with [agent name], a licensed agent who can go through the plans available in your area. Please stay on the line, it'll just be a moment."

Then, to the agent, before the beneficiary joins: name, ZIP, Parts A and B confirmed, current coverage, and the reason they're looking. A licensed agent who has to re-ask everything is the fastest way to lose the caller.

Part 2: the licensed agent

Introduction and disclaimer, before anything else of substance

"Hi [first name], my name is [agent name], I'm a licensed insurance agent with [company], and this call is recorded. Before we talk about any plans, I'm required to tell you: We do not offer every plan available in your area. Currently we represent [number] organizations which offer [number] products in your area. Please contact Medicare.gov, 1-800-MEDICARE, or your local State Health Insurance Program (SHIP) to get information on all of your options."

That's the TPMO disclaimer under 42 CFR 422.2267(e)(41). If you sell for every organization in the area, the first sentence comes out. The numbers in it have to be true for the caller's area, so the agent needs the right figures by ZIP code before the shift starts.

Until September 30, the disclaimer had to land within the first minute. From October 1, it has to come before any benefit is discussed. In practice the safest place is where it sits above: first thing after the introduction, before the agent says a single word about a plan. We covered the timing change and the recording rules in what changed for Medicare TPMOs.

Scope of appointment

"So I only cover what you want to hear about: today we'd be discussing Medicare Advantage plans and prescription drug plans. Is that right? ... Thank you, I've noted that, and it's on the recording."

Under 42 CFR 422.2264(c), the scope has to be agreed and recorded before the appointment, and you can't market products outside it. Another type of health plan needs its own scope, and non-health products such as annuities can't be marketed on the appointment at all.

Needs and plans

The agent confirms doctors and prescriptions against plans in the caller's area and walks through what matters to them. Every benefit mentioned is a benefit discussed, which is why the disclaimer had to come first.

Enrollment

"Okay, [first name], you'd like to enroll in [plan name]. I'm now going to complete your enrollment request with you, on this recorded line."

CMS treats the recording from the point the beneficiary is told they're completing an enrollment request as the enrollment form, so say it clearly and say it once. That portion is kept far longer than the rest of the call, for the current contract period plus ten prior periods.

Close

"You're all set. You'll receive a confirmation from [plan name] by mail. If you have any questions, you can reach me at [number], or call the plan directly. Thank you, [first name]."

Lines that end campaigns

Carriers and FMOs review recordings after complaints, and these are the lines that turn a complaint into a terminated campaign:

Keeping the recordings

Every marketing and sales call has to be recorded in full and kept at least 6 years under 42 CFR 422.2274(g): audio for the first three years, audio or a complete and accurate transcript for years four to six. When a complaint comes in, the carrier asks for that call, and the question is usually whether the disclaimer came before the first benefit.

Check every call, not the ones you happen to hear

On a Medicare floor, one agent who drifts on the disclaimer order can put the whole campaign at risk, and a manual QA team hears a few calls per agent a week.

Klariqo connects to VICIdial and scores every recorded call against your scorecard. Add "disclaimer read before any benefit" and "scope of appointment recorded" as critical checks, and every call is checked for both. Each call also gets a Klariqo Call Record: the full transcript, sealed with a digital signature and a government-grade timestamp from DigiCert, the same RFC 3161 standard the US government's NIST names in its federal security guidance. When a carrier asks for a call, you send it, and they can check it at verify.klariqo.com.

Connect VICIdial and get your first 10,000 call records free →

Last updated 2026-10-01 by Ansh Deb, Founder & CEO of Klariqo. Sources: 42 CFR 422.2264 · 42 CFR 422.2267 · 42 CFR 422.2272 · 42 CFR 422.2274

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