Live Transfer:
The callers would have transferred the call to you have given you some information on the client. You can use any information you received to verify or start the conversation.
Make sure you write down the client's name when you receive the transfer.

Ok (Client Name), they said you are ____ years old and you live in (State), correct? They also said _______________________________ (Anything else you gathered from them when transferred.)

(Client Name), I can get that information to you! Are you wanting the information just for yourself, or you and another loved one? (If another person like a spouse, just verify that they are present.)

In order to get you the correct information, I just need to know if you have any MAJOR health conditions. I will read out a few to you, and you can let me know if any of these pertain to you.

ALZHEIMERS OR DEMENTIA
DIALYSIS
ORGAN TRANSPLANT
AIDS/HIV
CURRENT CANCER
CONFINED TO A NURSING HOME OR RECEIVING HOSPICE CARE

None of those? Great!  We should be able to find something for you.

From here, you can go into building rapport (NEXT).