DME SCRIPT
Agent Greetings! Hello!
Agent pitch: Hi, this is (Agent’s name) calling you from CVP pharmacy. How are you doing today?
(Glad to hear that. May GOD bless you in good health)
Sir/Ma’am, we received your inquiry about a free of cost medical brace. Can you confirm if you have any
pain in your Back, Knees, Wrist or Ankle?
Customer question! What is a brace? (A brace is a belt that you put around the affected body area and it relieves
you of pain and discomfort. We are offering premium quality Back brace, Knee brace, Wrist brace and Ankle
brace which should be covered by your medicare Part B. Can you please confirm if you have any pain in your
BACK, Knees, WRIST or ANKLE?)
Customer Response 2: Yes, I have mild/moderate/severe pain in my Back/knees/wrist/ankle
Agent response 4: Sir/Ma’am, I am so sorry to hear that. Please rest assured. I am here to help you out and
give you the top-notch, free of cost (BACK/KNEE/WRIST/ANKLE) brace that should help you with pain relief.
I just need a few minutes to gather some information, so I can send the required brace to your place. Sounds
good?
Customer Response: Sure! Go ahead. What information do you need?
Question 1: Sir/Ma’am, Can you please confirm if your Medicare part B is active already?
(Medicare Part B must be active)
Question 3: May I know if you ever had a brace before?
If yes: Was it in the past 5 years (has to be more than 5 years if the brace was covered)
If No: Proceed to question below
Question 4: Can you please spell out your first and last name for me?
Question 5: Kindly confirm with me your Complete address Address with Postal Code:
House number, Street name, City, State, ZIP Code.
Question 6: Can you please confirm your height, weight and waist size so we can get the best size for you?
(Height and weight is mandatory in all cases and shoe size is only mandatory for the patient need ankle
brace)
Medicare information
Question 7: You are all set. Last thing we need to do is pull up your Medicare report and make sure that they
cover these braces for you. May I please have your date of birth, and May I please have your Medicare ID
number/Medicare claim number?
It should be 9 alpha numeric digits underneath your name on your red white and blue card provided by
medicare!
Ask patient to grab HIS/HER Medicare card to confirm MEDICARE ID.
● Kindly tell me your Full Name appears on the card.
● Kindly confirm me your MEDICARE ID: 00000000000
Question 8: Sir/Ma’am, please note that I would need your doctor’s approval before sending the brace to
your address. Does your Doctor know about the pain you have? May I know if you have seen your Doctor
recently?
(must be in the last 6 months)
Question 8: Can you please confirm your doctor’s full name, number and clinical address?
(Note: Doctor’s NPI can be obtained from www.npinumberlookup.org No need to ask the customer about NPI
as they wouldn’t know)
Repeat details for Patient: Alright, I am just confirming your details. Please correct me if I am wrong.
Patient name, DOB, currently residing at (address), requesting for (Brace type), as you have pain in your
(affected area). Is that correct?
Disclaimer before live transfer: You are all set to go. I am transferring the line to the shipment
department for order confirmation. Please note that this might take a couple of minutes. Can you please hold
on the line for a while. You can enjoy the music meanwhile. Thank you!
(After hanging up with the licensed Agent, give her the disclaimer 2)
Disclaimer 2: Thank you for your time, Ma’am/Sir. Please note that the requested brace will be delivered
upon your doctor’s consent. To speed up the process, can you please inform your doctor beforehand so we can
get a timely response from their side? Take care and have a great day ahead!
