2027 YPC Medicare Telesales Script for Field Agents

For Medicare agents conducting sales by phone, using the correct approved script is an important part of maintaining a compliant sales process.

The 2027 YPC Sales Script – Field Agent Telesales Use ONLY is designed for field agents and agencies selling Medicare Advantage and Prescription Drug Plan products telephonically while contracted through YPC. It provides a structured framework for the sales conversation, from the opening of the call through needs analysis, plan review, enrollment, and closing.

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For agents preparing for the 2027 plan year, this script should be reviewed alongside other Medicare compliance resources and carrier certification requirements.

What the Script Covers

The 15-page document walks agents through the major stages of a Medicare telesales conversation and identifies required disclosures, questions, and enrollment steps.

Opening the Call

The script begins with the agent introduction and call-recording disclosure, followed by the required TPMO disclosure.

Several portions of the script are identified as “MUST READ VERBATIM,” so agents should become familiar with the document before conducting sales calls.

Agents looking for additional guidance on Medicare sales requirements can also review PSM’s Compliance Resource Center.

Permission to Contact and Basic Information

The script provides guidance for collecting basic beneficiary information, handling callback permission, and obtaining consent for future marketing contact.

It also includes TCPA-related language and directs agents to document the consumer’s response and follow Do Not Call procedures when permission is declined. 

Scope and Privacy Requirements

The script includes required Scope language and notes that outbound calls require a valid Permission to Contact or Business Reply Card, along with a completed Scope of Appointment.

It also includes a required privacy disclosure addressing health-related information that may be needed to determine enrollment eligibility.

Agents can also access additional Medicare agent resources, including Scope of Appointment materials and client needs assessment tools.

Conducting a Thorough Needs Analysis

A large portion of the script focuses on understanding the beneficiary’s current coverage and healthcare needs before discussing plan options.

Agents are guided to review areas such as:

• Current Medicare and other health coverage
• Medicaid or Low-Income Subsidy status
• Prescription medications
• Preferred pharmacies
• Primary care physicians and specialists
• Hospitals and other healthcare facilities
• Durable medical equipment and therapy needs
• Dental, vision, and hearing preferences
• Travel considerations
• HMO or PPO preferences
• Premium and cost-sharing preferences

The script specifically requires agents to offer to check pharmacy network status and provider network status as part of the review process.

That step can help beneficiaries better understand how a potential plan may affect their doctors, prescriptions, pharmacies, and other healthcare services.

Reviewing Plan Benefits

Once a potential plan is identified, the script outlines the information agents should review with the beneficiary.

Depending on the plan, this may include:

• Monthly premium
• Part B premium reduction, when applicable
• Medical and prescription drug deductibles
• Maximum out-of-pocket amount
• Inpatient and outpatient hospital costs
• Primary care and specialist copays
• Emergency and urgent care
• Prescription drug coverage
• Coverage outside the United States
• Dental, vision, and hearing benefits
• OTC benefits
• Transportation
• Fitness benefits
• Other plan-specific benefits

The script also includes guidance for benefits and programs that may require additional explanation, including SSBCI benefits, telemedicine, rewards programs, and certain supplemental benefits.

Agents looking to expand or review their carrier lineup can explore PSM’s Medicare product portfolio.

Prescription Drug Review

Prescription coverage is another important part of the telesales process.

Agents are instructed to verify whether a beneficiary’s medications are on the plan formulary and to discuss applicable costs. The script also addresses:

• Prior authorization
• Step therapy
• Quantity limits
• Preferred and non-preferred pharmacies
• Mail-order options
• 30-day and 90-day supplies

If a medication is not on the formulary, the beneficiary should be informed that they may be responsible for the full cost of the prescription.

Provider and Facility Network Review

The script also emphasizes reviewing the beneficiary’s physicians and preferred healthcare facilities.

Agents should explain whether doctors are in network and what may happen if a provider or hospital is outside the plan’s network. This is particularly important when discussing differences between HMO, PPO, and other plan structures.

Pre-Enrollment Requirements

Before an enrollment is completed, the script requires agents to review important plan information with the beneficiary.

This includes items such as:

• Evidence of Coverage
• Provider directory
• Pharmacy directory
• Formulary
• Premiums and cost sharing
• Emergency and urgent care rules
• Plan-type requirements
• The effect enrollment may have on existing coverage
• The Pre-Enrollment Checklist

Agents must also confirm that the beneficiary understands how the plan works and is ready to enroll before completing the enrollment process.

Prepare Before You Start Selling

The 2027 YPC Field Agent Telesales Script can serve as both a sales resource and a useful preparation tool for Medicare agents conducting business by phone.

Reviewing the script in advance can help agents:

• Become familiar with required disclosures
• Identify language that must be read verbatim
• Conduct a more consistent needs analysis
• Properly review prescriptions and provider networks
• Explain plan benefits more clearly
• Follow required pre-enrollment steps
• Reduce the chance of overlooking an important compliance requirement

Agents should avoid changing required language or improvising around sections that are identified as mandatory or verbatim.

It is also important to make sure your 2027 carrier certifications are complete and your Ready-to-Sell status is confirmed before marketing or enrolling clients. PSM maintains a 2027 Medicare Certification Center with carrier-specific training and certification information. 

Download the 2027 YPC Medicare Telesales Script for Field Agents

If you are a YPC-contracted field agent conducting telephonic Medicare Advantage or Part D sales, download and review the 2027 YPC Sales Script – Field Agent Telesales Use ONLY before conducting telesales activity.

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Before using the script, confirm that you meet the applicable YPC hierarchy, carrier, and sales-channel requirements.

For additional resources, visit PSM’s Medicare Agent Resource Center or review the full PSM Medicare Solutions portfolio.