Client information — fills into the script automatically
Call Script — __________
New Lead · 9/29/2026
Step 1 of 20
Opening
Hello, (Client Name)? Hey (Client Name), it's Oluwapelumi getting back to you about the information you requested for final expense coverage. You listed (Beneficiary) as your beneficiary. Is that correct?
Objection handlers
Objection handlers
Who is this?
My name is Oluwapelumi Olanipekun. I'm the licensed agent assigned to follow up regarding the final expense information you requested.
I don't remember requesting this.
No worries. It may have been a little while ago. The request was regarding final expense coverage and making sure your beneficiary had money available for funeral expenses and other final bills. You listed (Beneficiary). Is that still who you would want as your beneficiary?
I'm not interested.
No worries. Just so I can properly update the request, is it because you already found coverage, the price was too high, or you're just not looking anymore?
I already have coverage.
That's great. Most of my clients already have some coverage. They were just looking to leave a little more for their family. When you were looking, was it to add more coverage or replace what you currently have?
I'm busy.
I understand. This should only take a few minutes to see whether you may qualify. If now isn't a good time, would later today or tomorrow work better?
Step 2 of 20
Verify Date of Birth
Great, and you put your date of birth as ____________. Is that correct?
Objection handlers
Objection handlers
Why do you need my birthday?
The companies use your age to determine which plans may be available and what the price could be. I want to make sure I'm giving you accurate information.
I don't give out personal information.
I understand. At this stage, I'm only confirming the basic information connected to your request so I can check what options may be available.
Step 3 of 20
Reason for Looking
When you were looking, was it because you didn't have coverage, or because you already had some and wanted to leave more for your family?
Objection handlers
Objection handlers
I was just looking.
That's completely fine. Most people start by looking. Was your main concern covering funeral expenses, leaving money behind for your family, or both?
I don't need it anymore.
I understand. Did you already put coverage in place, or did something else change?
Step 4 of 20
Introduce Your Role
Perfect. I'm the licensed agent who asks you the health questions, checks which companies may fit, and gives you the information. For yourself, (Client Name), how's your health?
Objection handlers
Objection handlers
Are you a salesperson?
I'm a licensed insurance agent. My job is to review your information, see which company and product may fit, explain the available options, and help you submit an application if you decide to move forward.
What company are you with?
I'm an independent agent, so I can review options from multiple insurance companies instead of being limited to only one.
Step 5 of 20
Identify Yourself
Before I ask the medical questions, my job requires me to identify myself and send you my credentials so you know exactly who you're speaking with. Does your phone receive picture messages?
Objection handlers
Objection handlers
How do I know this is legitimate?
That's exactly why I send my name and license information before continuing. You can verify my license with the California Department of Insurance.
I don't receive picture messages.
No problem. Write down my full name and license number so you can verify it yourself.
Step 6 of 20
Pen and Paper
Perfect. While I send that, grab a pen and paper because I'm going to give you some important information to write down, okay?
Objection handlers
Objection handlers
I don't have a pen.
No problem. You can use the Notes app on your phone, or I can pause for a moment while you grab one.
Just text it to me.
I'll send my credentials, but I also want to explain everything clearly so you understand the coverage instead of only seeing numbers through a text.
Step 7 of 20
Name and License
Let me know when you're ready. Write down my name: Oluwapelumi Olanipekun. My last name is spelled O-L-A-N-I-P-E-K-U-N. My California agent license number is 4468509. Check your text messages and make sure you received my license information.
Objection handlers
Objection handlers
Can I verify your license?
Yes. You can verify Oluwapelumi Olanipekun and license number 4468509 through the California Department of Insurance license lookup.
Why do I need to write it down?
I want you to know exactly who you're speaking with and have my information available for your records.
Step 8 of 20
Verify License
Because we're on a recorded line, I need to make sure you know I'm licensed. Can you repeat that license number back to me?
Objection handlers
Objection handlers
Why do I have to repeat it?
It confirms that you received my information and understand that you're speaking with a licensed agent.
Step 9 of 20
Health Questions
Do you smoke? Do you have diabetes? Are you taking pills or insulin? How much per day, and when were you diagnosed? Any COPD or sleep apnea? Any kidney or liver disease? Any history of cancer, heart attack, or stroke?
Private health checklist
Objection handlers
Objection handlers
I'm too old.
No worries. I represent multiple companies, and different companies accept different ages and health conditions. Let's first review your health and see whether any options may be available. Are you a smoker or non-smoker?
I've been denied before.
No worries. I represent multiple companies, so if one company wasn't a fit, another may look at your health differently. For yourself, how's your health? Are you a smoker or non-smoker?
Why are you asking about my health?
The insurance companies use health information to determine which products you may qualify for. I need accurate answers so I don't show you a plan that doesn't fit your situation.
I don't want to discuss my health.
I understand that it's personal. These questions are used only to determine which insurance options may be available. Without the health information, I wouldn't be able to accurately check eligibility.
Step 10 of 20
Pricing Education: Price
On that piece of paper, write down: PRICE NEVER CHANGES. For this specific product, the premium is designed to remain level as long as the policy stays active and the required premiums are paid.
Objection handlers
Objection handlers
It's too expensive.
I understand. What monthly amount would be comfortable for you? Let me see whether there's a company and coverage amount that fits that budget.
I'm on a fixed income.
I understand. The goal is to find something comfortable that you can keep in place. What monthly amount could fit your budget without creating a burden?
Can the price increase?
For the level-premium product I'm showing you, the premium is designed to remain the same as long as the policy stays active and the required payments are made. I'll also show you the exact policy terms.
Step 11 of 20
Pricing Education: Covered Causes
Now write down: NATURAL AND ACCIDENTAL. This specific product covers the causes of death shown in the policy. I'll explain exactly what is covered based on the product for which you qualify.
Objection handlers
Objection handlers
What isn't covered?
The exact exclusions and limitations depend on the company and product. I'll review the specific policy terms with you before you decide to apply.
Does it cover accidental death?
I'll confirm how accidental death is handled under the exact product being presented so you know what applies before submitting anything.
Step 12 of 20
When Full Coverage Begins
And write down: WHEN FULL COVERAGE BEGINS. If you're approved for an immediate-benefit plan, the full death benefit generally starts once the policy is in force. If the carrier approves a graded or modified plan, full natural-death coverage may begin only after the waiting period stated in that policy, while accidental-death coverage may be handled differently. I'll explain the exact terms of the plan before you apply.
Objection handlers
Objection handlers
Is this day-one coverage?
That depends on the company's approval and the exact product. If you receive an immediate-benefit plan, full coverage generally begins once the policy is active. A graded or modified plan may include a waiting period for natural death.
What happens during the waiting period?
That depends on the actual policy. Some products may return premiums plus an additional amount for natural death during the waiting period, while accidental death may be treated differently. I'll explain the exact policy terms before you apply.
When does my coverage start?
The insurance company confirms the exact effective date after reviewing and approving the application. I won't promise a start date until the carrier confirms it.
Step 13 of 20
Present Options
Based on what you've told me, I'm going to show you three options so you can choose the amount that fits comfortably within your budget.
Option 1
Option 2
Option 3
Objection handlers
Objection handlers
I need to think about it.
I totally understand. Just so I can properly note your file, is it mainly the price you're thinking about, or whether you would qualify?
I need to speak with my family.
I understand. Is there a specific question you think they'll have about the price, coverage, or company that I can answer for you now?
Can you just send me the prices?
I can send you the information, but I first want to make sure the plan actually fits your health, age, and budget so I don't send you something inaccurate.
I want the cheapest option.
No problem. We can focus on the most affordable option that still gives your beneficiary meaningful protection.
I want more coverage.
I can check a higher coverage amount. I also want to make sure the monthly premium remains comfortable enough for you to keep the policy active.
Step 14 of 20
Soft Close
If the company approves you, which of those options would you prefer to have in place for (Beneficiary)? And which payment is comfortable for you each month?
Objection handlers
Objection handlers
I'm not ready.
I understand. What part are you not comfortable with yet: the price, the amount of coverage, the company, or the application process?
Call me back.
I can do that. Before we schedule the callback, what information do you still need in order to make a decision?
I don't want to decide today.
That's okay. We're first determining whether the company would approve you. If you are approved, you can review the confirmed policy information before relying on the coverage.
Step 15 of 20
Application Information
Perfect. To complete the application, I need your full legal first, middle, and last name; date of birth; mailing address; state of birth; height; and weight.
Application information
Objection handlers
Objection handlers
Why do you need my address?
The insurance company needs your legal address to verify your identity, determine the correct state application, and deliver your policy documents.
Why do you need my height and weight?
The carrier uses that information as part of its underwriting process to determine eligibility.
Step 16 of 20
Identification
Are you currently driving, or do you use a state ID? What's the license or ID number?
Identification
Objection handlers
Objection handlers
I don't give out my ID number.
I understand. The carrier requests it to help verify your identity and complete the application accurately. It should only be entered into the carrier's secure application.
Can we skip that?
If the carrier marks it as required, the application may not be completed without it. I'll follow the exact requirements shown in the secure application.
Step 17 of 20
Underwriting Review
There usually isn't a physical medical exam for this application. The carrier may review your prescription history, medical information, and answers to the health questions to determine eligibility.
Objection handlers
Objection handlers
Do I need a medical exam?
For this application, there usually isn't a physical exam. The company generally reviews your application answers and available underwriting information.
Will they contact my doctor?
That depends on the company and application. I'll explain any authorization or additional requirement before it is submitted.
Step 18 of 20
Social Security Number
What is your Social Security number?
Never display or save the client's full Social Security number in ATM Hub. The agent enters it only inside the official carrier's secure application.
Objection handlers
Objection handlers
I don't give my Social.
No worries. Right now we're seeing which company may approve you. If we move forward with the application, the carrier uses your Social Security number to verify your identity and complete its permitted underwriting checks. For yourself, how's your health?
Why do you need my Social?
The carrier uses it to verify your identity and complete the underwriting checks permitted for the application. It should only be entered directly into the carrier's secure application system.
This sounds like a scam.
I understand why you're careful. You have my full name and California license number, 4468509, so you can verify me before continuing. Your Social Security number should only be entered into the secure carrier application.
Can you submit it without my Social?
If the carrier requires it, the application cannot be completed without it. I don't want you to provide anything until you're comfortable and have verified my license.
I'll text it to you.
For your security, don't send your Social Security number through a regular text message. It should only be entered directly into the carrier's secure application.
Step 19 of 20
Submission and Next Steps
Perfect. I'm going to submit the application using the information you provided. The company will make the final approval decision and confirm the exact coverage, premium, effective date, and payment process. You'll receive the policy documents and any required communication directly from the carrier.
Objection handlers
Objection handlers
Am I approved?
The carrier makes the final decision. I'll let you know what the application shows, but I won't call it approved until the company confirms it.
When does coverage begin?
The carrier will confirm the effective date and product terms. Do not cancel or replace any existing coverage until the new policy is approved and active.
Can I cancel later?
You can review the carrier's cancellation and free-look terms in the policy. I'll make sure you know where to find those details.
Step 20 of 20
Final Question
Do you have any final questions for me before we finish?
Final call outcome