Phone Scripts

Opening:
“Hello [client] This is [agent name] I'm getting back to you regarding your online request for life insurance through Globe Life. Was this for you or for your family?”

“Great, now were you looking to cover funeral/final expenses, leave some money behind, or a combination of both?”

“The way we do everything now is virtually through zoom...”

Alternate Opening (GLOBE PHONE SCRIPT variant):
"Hi [client name], this is [agent name] from the unionized division of Globe Life. I'm the representative assigned to the life insurance request you had submitted.

Now was this coverage for yourself or for a family member?"

[Client response...]

"I just need to verify a couple details before we set an appointment.

I have you as [client first/last name] is that correct?"

[Client response...]

“Perfect, now I have you at [address/city] is that correct?”

“Okay perfect, what time works best for you today or tomorrow?”

"I forgot I submitted this" Rebuttal:
“That's completely fine. A lot of these were submitted through a mailer or online form a while back. My job is simply to see what programs are available to you and whether it makes sense. If it doesn't, then we part ways. Fair?”

What do you know about life insurance?
There are 3 main types of policies: Group, Term, and Whole Life.

Group Insurance
“The first type you may have run into before is group term insurance. If you have a full-time job, sometimes you'll get offered a group policy where you pay about $8–10 every paycheck. Your employer contributes but can write it off. It's great as a short-term plan while working there. However, there is one downfall — it expires when you leave the company, get fired, or retire.”

Term Insurance
“The second type is regular term insurance. It is usually $40-$50 per month for 500K to $1 Million of coverage. Do you see those billboards that offer insurance for 500K or a million for such a low rate? The reason those are so cheap is because only 1% ever pays out. It usually expires at 60 depending on the type of term. Every 3-5 years they re-evaluate your term based on your age and health, meaning your premium goes up.”

RECONFIRM AGE: “How old are you again? I assume you want to live past ___. After that age, you'd still lose that coverage. I assume you don't want to pay for 30 years and not get anything out of it.”

Whole Life Insurance
“The third type is whole life. Whole life lasts your entire life, never expires, never changes. It's guaranteed to be there for your family no matter the age. Premium never changes. Accumulates cash value — you can borrow against your policy after 2 years. Once you qualify once, it locks in your age and rates. You will never pay more than what your policy is worth.”

Opening:
"Hi is this _____? Hi ____ this is [Your Name] with American Income, we handle the child safe program through the Police Union.

Now, you went online and requested ___ kits. Were those for your kids or your grandkids?"

FOR KIDS: “You don't sound like a grandma, but we have to ask!”
FOR GRANDKIDS: “Great! A lot of grandparents have been requesting them!”

“Now, you listed your address as ______ that's still correct, right?”

“Now, are you a single parent, have a significant other or are you married?”

(if married) “Ok, this will pertain to both of you!”

“Now, what time do you get home from work on ____ day?” (if married or sig other) “And ___ will be home at that time, too?”

“In the past, a rep would deliver and explain the benefits but to keep our members and reps safe, we complete everything through a simple Zoom meeting. You've used Zoom before, right?”

FOR LATER APPOINTMENTS:
“Now, later today/tomorrow we are backed up, but we have two times left... Either an____ or an ____. Which time would be better for you?”

“Now, if I haven't logged in by _____ I'll call out of courtesy to let you know I'm running a little late, but I WILL BE THERE TOMORROW AT____”

“Now, [client] is there any reason you wouldn't be there tomorrow at ______?”

Opening:
"Hey [Client Name]? Hi [Client Name], This is [My Name], I was giving you a call from American Income, your Life insurance company.

The reason for the call is that your policy with us LAPSED AND IS NO LONGER ACTIVE. Did you switch banks? Was it not a good time? What happened?"

*Wait for response*

“Ohhh okay sounds good, I understand. We are able to get this back up for you and you wouldn't have to owe any back premiums. I'll give you the quick version just because I know you've been through this process before. We do everything virtually through zoom. You're familiar with zoom right?”

Common Lapse Rebuttals:

"I didn't do this / don't remember this"
“I have here the beneficiary was [Beneficiary], you got it done through the [Program], and you had [amount] of coverage. You had an amazing policy. Did you switch banks? Was it not a good time? What happened?”

"Yes, I canceled it"
Union: “You cancelled your policy? Oh my goodness, you pay Union dues to receive these benefits. What happened?”
Non-Union: “Oh my goodness, well it looks like you had an amazing policy, what happened?”

"My agent never cancelled my policy / wanted it lowered"
“Oh my goodness, I'm so sorry to hear that, who was your agent? I can file a complaint.”
*Response*
“I'm so sorry that happened to you, my main job is just to make sure you guys have something instead of nothing.”

"It was too expensive"
“Oh okay sounds good. The best thing about this is that you own and control it. Let's lower it a little bit for you, that way you have something instead of nothing. But I do have to make sure you fully qualify.”

“Hola, [nombre del cliente]. Mi nombre es [tu nombre]. Le estoy llamando de parte de su union la [union name]. ¿Como esta usted hoy?”

*Pausar — espere la respuesta del cliente*

“La razon de mi llamada hoy es porque su union ha establecido un beneficio de muerte para usted, y es mi trabajo mandarle este beneficio y explicarle exactamente lo que se le da por ser parte de su union.”

“Muy bien, ahora veo aqui que su beneficiario es [nombre del beneficiario] ¿eso es correcto?”

*Pausar — esperar respuesta del cliente*

“Muy bien, perfecto! Y la manera que hacemos todo es por medio de una llamada de zoom. ¿Esta familiarizado con zoom?”

NOTE: This script follows the exact same flow as the English version. The key difference is the warm, respectful tone — use “usted” (formal you) throughout.

“Hola, [nombre del cliente]. Mi nombre es [tu nombre], le estoy llamando de el programa de Proteccion Infantil...”

*Follow same CSK flow in Spanish — confirm kits, verify address, establish family status, bridge to Zoom*

NOTE: For bilingual teams, having both English and Spanish scripts mastered doubles your lead pool. Practice the Spanish version until it's as smooth as the English one.