Full sample dialogue for fronting and verification agents on a Final Expense live transfer call.
Sample Final Expense (FEX) live transfer script for training. Replace carrier names, disclosures, and compliance language with your buyer-approved script before going live.
Agent 1:
Hello, this is Michael with American Senior Benefit. How are you today, Ruth?
Potential Customer:
I'm doing well, thank you.
Agent 1:
Great. Ruth. I wanted to let you know we've received your application regarding final expense insurance and I'd like to provide you with more information. Is that alright?
Potential Customer:
Yes, please.
Agent 1:
To verify you and determine eligibility before I transfer you to one of my associates, may I confirm your first and last name, please?
Potential Customer:
Ruth Roylands.
Agent 1:
Can you spell that for me?
Potential Customer:
R-U-T-H, last name R-O-Y-L-A-N-D-S.
Agent 1:
Perfect. And your mailing address is 456 Oak Avenue, Riverton, CA 93560?
Potential Customer:
Yes, that's correct.
Agent 1:
And the best phone number to reach you is 123-456-789, correct?
Potential Customer:
Yes.
Agent 1:
Please stay on the line while I connect you to a verification officer. They'll confirm your details and then transfer you to your local licensed agent.
Potential Customer:
Okay. Perfect. Thank you.
Agent 1:
All right, I'm transferring you now.
Beep. Transfer.
Agent 2:
Hello, this is Hector on a recorded line. How are you today?
Potential Customer:
Good, thanks.
Agent 2:
I've got Ruth Royland on the line. That's correct?
Potential Customer:
Yes.
Agent 2:
And the best number to reach you is 123-456-789, correct?
Potential Customer:
Yes.
Agent 2:
Before we proceed, I'll ask you a few quick questions to determine eligibility for final expense insurance. Are you currently a smoker or non-smoker?
Potential Customer:
Non-smoker.
Agent 2:
Great. And what is your date of birth for verification?
Potential Customer:
April 24, 1954.
Agent 2:
And who would you like to designate as the primary beneficiary of the policy if you decide to proceed?
Potential Customer:
My husband.
Agent 2:
Could you spell his first and last name for me?
Potential Customer:
Steve Royland. Last name Roylan, R-O-Y-L-A-N-D.
Agent 2:
Thank you. For link purposes, do you use a traditional bank or a credit union? Please answer yes or no.
Potential Customer:
Yes. I use a traditional bank.
Agent 2:
I'll ask a few medical questions now. You'll answer yes or no, and based on the responses, we'll determine qualification. Have you been diagnosed with congestive heart failure, cardiomyopathy, memory loss, Alzheimer's, dementia, or anything similar?
Potential Customer:
No.
Agent 2:
What about stroke, mini-stroke, dialysis, HIV, or cardiomyopathy?
Potential Customer:
No.
Agent 2:
Do you have COPD, emphysema, peripheral vascular disease, neuropathy, or nephropathy?
Potential Customer:
No.
Agent 2:
Do you use a wheelchair, electric scooter, or cane?
Potential Customer:
No.
Agent 2:
How many medications are you currently prescribed by your doctor?
Potential Customer:
Three.
Agent 2:
Thank you. You appear to meet the general eligibility criteria. I will now read the disclosures. Please listen carefully and provide a clear yes to acknowledge.
Potential Customer:
Ok.
Agent 2:
*Reads Disclosures*. Do you acknowledge and agree to proceed with a licensed agent for further assistance?
Potential Customer:
Yes.
Agent 2:
Great. I will now transfer you to a licensed agent who can discuss final expense insurance options in more detail. Thank you for your time today.
Potential Customer:
Thank you.