Malayah Call Review - Sell the Problem!
Watch the Full Video Here: Malayah Call Review - Sell the Problem!
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All right. We are going to do a call review with M.I.A. So let's get the started. Just pulled one that was about 19 minutes at random and we'll just go over it together. All right, so let's begin. Hello.
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Hi, Miss Danette. Yes, Hi. How are you doing today, ma'am? I'm fine. How are you? I'm doing okay. Thank you so much for asking. My name is Mel.
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Okay. Very nice intro. One thing you might want to systemize with this M.I.A. Is. It really is. And the reason this is done, it's like, how is everything been going out there in Toledo? Or how's everything been going out there? And Caledonia using Susan here as an example that really will put people on their like back on their feet, like you want them to backing up a little bit, basically saying, Hey, hey, Susan, how's everything been going out there in Caledonia? They're going to say to themselves, like, Who is this? Do I know this person? Damn. So that's what you want them to be sitting there like thinking while you get the next words out of your mouth.
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So just keep that in mind because, you know, always try that. But it's good that this person was very nice and they, you know, just let you talk.
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Here at Senior Life Services. And I'm calling because you had spoke with one of our representatives regarding state regulated life insurance programs for Pennsylvania. So my job is to go over those benefits with you and answer any questions that you have.
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Okay.
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Have your date of birth here.
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Okay. So very good. If you are running into where you say any questions that you have and you're pausing too long, some people will start interrupting you and taking over the call and you'll lose control. So just make sure that you go right into it. And like, my job is to go over those benefits with you and also answer any questions that you have. So, Susan, let me just confirm some information to verify. It's all correct. I have you at 2278 Pierpoint Drive southeast. All right. And have your date of birth. And just like that.
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As 130 1953.
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Yes, that's right.
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Okay. I have been looking for about $10,000 in coverage.
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Yes.
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Okay. And I have you as a non smoker.
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Right?
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Okay. Yes, ma'am. All right. Perfect. Just so you know, Mr. Network Consulting firm, which means you work for our clients, not one particular company. So our goal is to always figure out who will specifically give you the best rates and benefits. Are you with me on that?
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Right.
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Very good. All that was very, very good. So just practice, practice, practice. You guys can see that. You know, this sounds much better than our first day on the phones, obviously.
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Okay. And were you looking for benefits for just yourself today?
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Just myself. Okay.
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Yes, ma'am.
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And I have you here at 70 years young.
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That's right.
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All right. Perfect.
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I don't feel old. I can't believe in 71. I'm 17. Yeah, exactly. Exactly.
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There you go.
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I agree.
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Okay. I see you have your beneficiary as it says Danielle Slash Brianna. Those both of your daughters.
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That's my daughter and her daughter.
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Oh, nice. All right. Beautiful daughter and granddaughter. Do you only have one daughter?
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No, I had one that passed away. Bridget. Oh, I'm sorry to hear the youngest daughter.
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I am, so. I just have the one child left.
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Okay. And you just have one granddaughter as well?
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No, I have four grandchildren. But the only one that I really know is Brianna. The others are spread around the country. Oh, okay.
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Okay. So would you want your daughter and your granddaughter to equally split it or your daughter should just be the beneficiary by herself or just.
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Just split between the two of them?
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So between the two of them. Okay. Yes, ma'am.
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Okay. And there's Danielle's last name. Be like yours?
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Yes.
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Okay. And what's his last name?
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All right. When you are asking those questions, like, you know, she said that she wants to split it between both. I don't know if you're going to do this. We're about to find out. But you really want to narrow down what the goal of the policy is like. Is she is the daughter going to receive and take care of everything and then give her granddaughter some money? Or like what's going to happen? Like if you can if you can define what's actually going to happen, like when she passes and who the money is going to go to and where it's going to go, like is it going to the funeral home? Is it going directly to the granddaughter that will help you so much like solidify in their mind what their goal actually is.
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So that way when you present the solution later on in the call, they're willing to accept it because they're the ones that have said, I want to do this with that money.
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It is for dice because my sister raised her.
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It's kind of crazy. Okay.
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Okay, No problem.
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My sister's name is Denise Fordyce.
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Okay. How do I spell that?
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Yes. Oh, look at me. Okay, perfect. All right.
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Rapport. Good.
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Everything good? And would this be a first life insurance policy for you?
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No, I. I've had others.
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Okay, so you do already have something in place. You're just looking to add additional coverage?
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Yes, I had. This is Mutual of Omaha, isn't it?
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We work with senior life services, so we're consulting firms. So we work with a bunch of different insurance companies.
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Oh, okay.
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Very good. Toward that correctly. And she said, I had you know, so you got to figure out now, guys, when people say I had this coverage, doesn't mean they still have it. So you want to make sure you narrow in and, you know, find out what's going on with the other policies.
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So you're saying you had a policy with Mutual of Omaha? Yes. Okay. And is that still active or. That's. Yes. Okay. And do you know the coverage amount and the amount that you're paying a month for that?
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I don't know. Off the top of my head.
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Okay. That's no problem at all.
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Okay, so you're just looking for 10,000.
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Okay, So when you say that's not a problem at all, it is a little bit of a problem for you because now you don't know either what you have to be. You don't know what what expectations you're going to have to manage because it really is big about managing this application. If you got a ten years ago and it's much cheaper than anything you're going to present, you should kind of put that in her head that of course it's going to cost more than anything else you have because we're looking at, you know, you were ten years younger when you had the Mutual of Omaha policy. So it really don't you don't mean it said no big deal. Kind of, but not really, because you really do want to know, okay, when they're taking money out of your account each month, how much are they taking? Okay.
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About how long ago was that set up? Is that recently or is that a while back? Like these questions will really help you.
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In additional to what you already have.
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Um, yes.
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Okay. And just to give to your daughter and your granddaughter. Yes. Okay. All right. Perfect. That's no problem. Well, based on everything you said to me, a whole life policy definitely seems to be the perfect fit for you. But let me tell you why. All of our plans offer a number of benefits. First, Senior Life Services works with many reputable insurance companies, and we have made many insurance companies designed products specifically for our customers unique situations. And they must be state and federally regulated and backed by the government.
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So the state approved whole life plans, which means your premiums would never go up and your benefits will never go down. So you're doing your granddaughter will get that full benefit that we get for you today, 100% tax free, unlike most companies. And they pay out immediately within 24 to 48 hours. Do you follow me so far? Yes. Okay. All right. Yes, ma'am. So now that you told me a little bit about yourself and why this is important to you, what I want to do now is just take some time to ask you some health questions. Because whenever you look at life insurance policies, you always want to be asked health questions because it allows you to get a better plan and rate.
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I've been doing this for a while, so I'm not going to ask you every question, but I'm just going to ask you a few general ones. Does that sound fair? Yes. Okay. What's your current height and weight?
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I'm five four. I was five six. But I have spine issues. And I'm 214 to 14.
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Okay. And have you had any hospitalizations or surgeries in the last two years?
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I've had one hospitalization for a week. I had a call in after me.
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Okay.
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So I was in the hospital for a week. That was in October and November.
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Okay. Well, I'm happy to hear that you're home and doing better.
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Yes, I'm fine.
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Okay. And have you had any issues with your heart? Heart attack, congestive heart failure, pacemakers or stents? No. Okay. Any issues with your lungs? COPD, emphysema, bronchitis, or require oxygen?
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I do use oxygen at night because I have sleep apnea. Okay.
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But I just needed at night.
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At night. Okay. Yes, no problem.
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Have to tell him. If you get.
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A big question, ask guys with this. Don't assume that it's real oxygen like delivered to the house in the tanks, you know, with the skull and crossbones on it. Those are the types of questions I would ask. Is that delivered to the house? Is it a CPAP machine or is it real oxygen? Because that'll make a big difference in what they're going to qualify for.
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To use it.
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Uh oh.
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Because if I go to bed late, when I turn the big concentrator on, it makes a big, loud squeal. And I don't want to wake the neighbors.
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Oh, okay. Okay. That's definitely very thoughtful of you.
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Well, I don't like to disturb the neighbors. I live in like an elderly building,
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so I try to be considerate of them. Of that?
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Yes. Yes. Especially if they went to sleep early.
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Yes. Okay. All right. Any form of cancer in your lifetime?
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No.
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Okay. Parkinson's strokes or seizures?
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No.
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Okay. So are you taking any daily medications?
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Yes, I'm one about 20 of them.
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Okay. And do you know what they're for?
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Um.
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Thyroid.
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Um.
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Headaches.
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So now what she's doing, guys are doing a very good job with this. Just going through the questions now you're on medications. When you hear 20, you're kind of worried. There's a couple questions that you could have asked, um, as she was talking about where she lives and stuff. So elderly building. Is it a nursing home? Uh, assisted living? Does anybody come to the house and, like, clean and take care of you, give you the medication like a, like adls basically getting, uh, getting that out of the way and figuring out if, like, they need help with assisted with daily living activities because they say elderly living, you know, you really want to narrow down as a nursing home or out of the living.
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Uh.
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Type two diabetes.
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Okay. Do you have any neuropathy with the diabetes?
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Not from that. I have it because of my spine. I have it down my left leg.
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Stokesay.
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And for diabetes, you're taking a pill daily. Or insulin injections?
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No, I'm not taking insulin. Okay. I'm not taking anything right now. They forgot to send me my metformin, and I'm doing fine.
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Okay, good.
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All right. I want.
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That means you take a really great care of yourself then.
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I'm trying.
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You're doing it. That's amazing.
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Okay.
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What else?
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Any other medication that you can think of?
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Well, I've got my box. Let me.
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Let me reach for it. Here. It's.
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Right. A lot of lot of elderly people will have a list of medications that aren't necessarily like they don't always have to grab their bottles. So it sounds like that's what she's going to grab around.
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The corner here. Hold on.
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Bucks. Come here.
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I get them through the mail, through exact care.
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Okay, good.
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All right. Whatever I want. Okay. Send me my metformin, and I'm doing fine.
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The other medication that you can think of.
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The names of my meds.
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Yes. And just what they're used for.
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Okay. Well, half the time, I don't know.
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So a big thing like what they're used for. A lot of times it's good enough just to get the Mets, like, all right, So then I start Googling them and then you just ask them, like, is that for, you know, let's say it's methotrexate. All right. Is that for your rheumatoid arthritis or is that for cancer? I mean, there's a big difference there. So if you type in,
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you know, just like you want to sound like the expert, so you'd be like, Yeah, why don't you just give me the the names of I could probably tell you what they're for. You can say things like that. So like this is for it can be used for rheumatoid arthritis and it can be used as chemotherapy. So that's a big difference. So that's why you're just like, well, tell me what they're for. All right. Is that a chemo pill or is that for your rheumatoid arthritis or psoriasis? That's why it's good just to, you know, keep pulling them up, keep pulling them up until like they become second nature.
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Okay, no problem.
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Not listed what they're for. But I have Arab papers all.
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Okay.
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I can't remember exactly what it's for.
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Um.
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Brown. It's a anxiety, not a breath. I just went in his room to get my box. Oh, no problem. Have you lost the chain? Do you need to know the milligrams?
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No, ma'am. Okay.
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Have eliquis. That's a blood thinner because I had embolisms in both my lungs.
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Okay.
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That was probably from being laying in bed 24 seven. Similar to Dean.
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Gabapentin.
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Levothyroxine. The Sarton
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Frizzell. Simvastatin.
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Topamax or power, mate?
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Yeah, she's less than so many of them. Like, you know what some of them are for. But topiary, it's either for seizures or it's for migraines. So it's like you just got to. And then I've got.
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A couple of inhalers.
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Um.
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As.
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Of to name of it.
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I've just got a new inhaler that takes the place of the ones I was on.
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It's
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my.
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Second, and I can tell.
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You.
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Yeah. Okay.
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No problem. Trilogy. Electro.
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And I have.
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Then that's.
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And.
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To kick us down. Propionate nasal spray.
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And then I'm on.
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Me see my pain medication. I switched versus. Now I got to go back in the other room. I'm running like.
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So she at least has asthma, like, at the very least. But she's probably like, oxygen. We need to narrow that down.
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Chicken was a TED cut off here.
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I'm sorry. That's all right.
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Let me just grab this purse.
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And catch my breath here.
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My goodness. I wouldn't be a gambler because I always pick the wrong. Oh, I picked the right side this time. Now I'm a liar.
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Okay.
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I mourn OxyContin near. 15mg and oxycodone. Five milligrams tablets.
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Heavy pain meds.
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I have a.
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Congenital spine disease.
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AK.
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Now that I'm out of breath.
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I think that is about it.
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Okay. All right.
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I have all this down here, so that's no problem at all.
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I hope I didn't forget anything.
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No. I mean, can you think of anything that you have going on that we didn't talk about already?
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Um.
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I can't think of top of my head here.
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So right now you should be.
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Thinking.
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For him. And I did mention that. Yeah. So do they have.
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That game being delivered to you soon?
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I can call them.
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Okay.
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Susanna Dean. That's a muscle relaxer.
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I have nitroglycerine.
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But they. They don't send it anymore. But I still have it. And that's about it.
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Okay.
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All right. No problem at all.
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And I'm still alive.
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Okay. So a lot of those meds. So I didn't hear any surgeries or heart attacks. She I hear gabapentin, and that's a company with diabetes. So I know I don't want to go pioneer because I would only be able to get her standard. The main thing that you really want to narrow down what's going on with the oxygen, Is it oxygen or is it a CPAP machine? Yes.
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Yes, ma'am. And you're doing a great job by taking care of yourself. More important, I'm trying.
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I missed my sleep study because I couldn't get transportation home. I had trains for transportation to get there, but they wanted me. They were going to be finished with me at 530 in the morning and I couldn't get anybody to pick me up at that time.
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Yeah, that's super, super. They didn't have anything. That was later in the day.
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No, because it's an overnight.
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It's 930.
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At night. I go there.
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Mhm.
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And it's an overnight study and then at 530.
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When they want to pick you up early.
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In the morning and it's a matter of you know, getting a ride home. Correct. Yes. And nobody wants to get up at 5:00 in the morning to come and get me.
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And I don't know if the insurance company that can provide rides. Is going to provide a ride at that hour.
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Yeah, I mean, maybe possibly look into maybe calling the insurance company to see if they can do that for you because definitely want to be a okay.
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So here you're kind of losing her because you don't want to get her off track of, you know, it's not your job to track down medications and things like that, keep her on the insurance. So really focusing on. All right, so let's solve this problem. So, so far, there's a couple of things that you could have done better. Um, definitely need to know why we're splitting up between the granddaughter and the daughter. Like, what is the goal of the policy? Uh, we definitely want to know at least what she's paying for her Mutual of Omaha. Even if we got to get them on the phone. Like, I need to know what we're trying to get to total.
00:20:48:19 - 00:21:10:02
Like, if she's got ten grand, are we trying to get to 20? Like, we have to find that goal. So that's the main thing. Always define the goal. Like really define it like, all right, so, so what's the goal? Like I'll say, what's the goal? I'll say, okay, is the goal to make sure that they get enough for final expenses and leave a little extra. Like, what are you trying to accomplish like that? If I sell the problem more, then I sell the solution.
00:21:12:07 - 00:21:14:00
So it's done? Yeah.
00:21:14:02 - 00:21:15:22
They're the ones to set it up.
00:21:16:08 - 00:21:23:18
Exactly. And for your sleep apnea, or is it the oxygen machine or is just a CPAP machine?
00:21:24:01 - 00:21:27:03
No, I have a big oxygen concentrator, too.
00:21:27:05 - 00:21:27:23
Big machine.
00:21:29:06 - 00:21:30:07
Okay, there's your answer.
00:21:30:09 - 00:21:35:16
Go to another address to have the sleep study done.
00:21:38:00 - 00:21:39:02
Oh, okay.
00:21:39:04 - 00:21:48:07
Okay. Yeah. Reaching out to them, they'll be able to get that transportation for you. Especially since, like you said, they set that up for you.
00:21:49:02 - 00:21:49:19
Right?
00:21:49:24 - 00:21:56:07
I have the phone number, so I'm going to give them a call and see if we can rearrange it.
00:21:57:09 - 00:21:58:10
Get back to the insurance.
00:21:58:12 - 00:21:59:02
Really?
00:21:59:23 - 00:22:07:01
Okay. Well, I found a great plan for you. It's with Gerber. I'm sure you've heard of them before. They've been around for over a hundred years.
00:22:07:16 - 00:22:08:13
Yeah, well, I have.
00:22:08:15 - 00:22:09:24
Mutual of Omaha.
00:22:11:03 - 00:22:14:00
Yes. And you're looking for some additional coverage, right?
00:22:15:19 - 00:22:16:14
I have a.
00:22:16:22 - 00:22:21:16
Thing with Gerber, but I like to stay with Mutual of Omaha.
00:22:23:04 - 00:22:28:14
Well, what I found was Gerber has the better. Better rates for you.
00:22:28:18 - 00:23:01:06
So you see, you notice how this is coming up? Like, that's why the goal has to like, you know how you said it's no big deal, You don't know how much you're paying or like, how much it's for. See how it bites you. It'll bite you later. Like now? I don't know. She's talking about mutual homo and she wants to stay there. That's something you said. You know, if you got that information, like how much are you paying? How much coverage, you could have been the one that been like, no, you definitely want to hold on to that. So what are we trying to get to total? Because if you if you define the goal of the call, then there's no like, oh, I want to keep what I got or whatever, it's like, well, yeah, we already covered that.
00:23:01:08 - 00:23:13:20
We know that you should keep that because you've had it for whatever amount of years or you're paying this so you're not gonna be able to find anything cheaper than that now because you got that so long ago. Then we're trying to get the total and then it's just easier to close because this is going to be difficult.
00:23:13:22 - 00:23:26:15
Now in terms of versus Mutual of Omaha because of just the different conditions. Like for example, Gerber has for $10,000 in coverage, it'd be 75, 53 a month.
00:23:27:08 - 00:23:29:03
7550.
00:23:29:21 - 00:23:31:04
Yes. Yes, ma'am.
00:23:31:19 - 00:24:03:17
Okay, so you see how you went way out of order. So you definitely you want to say here, I'm going to take a look at what you qualify for, Get them off the globe. Life, AARP Nonsense. You know, you want to tell them this is the best coverage. It doesn't matter that we skip some stuff. We still want to go back into closing, like because they don't remember what we're they don't know what we're supposed to say. So this is where you kind of would have lost them. So there's only a couple of things. So always, always, always find out all you can about what's what they already have. If they already have coverage, you got to figure out, are you it's your goal.
00:24:03:19 - 00:24:33:19
You don't have to say it to them. But you know, it's your goal to replace this policy because it's crap or is it fine And they've had it and they should keep it. And now I need more coverage. That's why I want the questions. Always ask if you want to write them down. Is that something you set up a while back, or has that been pretty recent? Okay. Do you know who that's through? It's probably one of the companies we represent, our Mutual of Omaha. Okay. And they should be drafting money out of your bank account each month, once a month for premium payments. How much are they taking from you? Okay. Do you know how much coverage is for? All right. It's 10,000. It's five.
00:24:33:21 - 00:24:53:16
Whatever. All right. So then this. So I would hold on to that. So this has just got to be for additional coverage, right? That way you're not asking these health questions like that's going to take up the biggest portion of your time as you're going through these presentations. So if she's not willing to look at another company or find, you know, more coverage than, you know, your job is done.
00:24:55:12 - 00:24:57:07
That's expensive.
00:24:58:08 - 00:25:03:10
Mutual of Omaha is even is even more with age and your different conditions.
00:25:03:14 - 00:25:27:04
So but the thing is like so you're saying that so you don't argue with anybody. It's like, yeah I mean, it is it's, it's based on age and health and blah blah. But you don't want to ever say anything they have is worse or better. Uh, I mean, you could tell them if it's worse, but you do it a nice way, but you don't know how long ago she got it once again. So it's all comes down to like, you don't have all the information you need to make these statements confidently.
00:25:28:24 - 00:25:29:14
Uh huh.
00:25:30:04 - 00:25:32:11
Dollars in coverage. It'd be 7550.
00:25:32:13 - 00:25:33:03
Uh huh.
00:25:34:06 - 00:25:38:16
So I think I was thinking of 5000. The price of 5000.
00:25:39:04 - 00:25:39:19
Okay.
00:25:39:21 - 00:25:43:03
Yes. Well, for 5000, it'd be 38. 23 a month.
00:25:45:21 - 00:25:47:19
Yeah, that's what I was thinking of.
00:25:49:02 - 00:25:52:07
Let's see what I can do. I'm on total disability.
00:25:52:09 - 00:25:55:06
It's on disability as well that you do want to.
00:25:57:07 - 00:25:57:22
Let's see what.
00:25:58:05 - 00:26:30:10
All right. So there's a couple of things. So. You don't want to quote people at the end here, so you don't. We already cover the beginning and like what we missed. But after you read, I'm going to take a look here, what you qualify for. Go all the way through, all the way down to so they can cancel, but they can't afford it. Then you want to have you still you don't want to skip any sections, no matter what. So I'm gonna have to grab a pen and piece of paper, have them write all this stuff down. Ask them which one out of those. Which one do you want? You didn't know. You didn't. You skipped the banking. So you don't know if they have a bank or it's direct express.
00:26:30:23 - 00:27:01:05
So we don't know if the Gerber is going to be more expensive or less expensive. So basically the main thing is just don't skip any steps because they'll it'll, it'll screw you later. Mean you want to know as much information so that way you when you are presenting and offering solutions then they can pick one because you've already covered everything that they may have had objections or problems with. All right. Very good job. Your tonality is great. People like you, that's the main thing. But stay on track with the presentation because it will lead you all the way down.
00:27:01:19 - 00:27:06:24
All right, guys, another successful job. I'm going to stop here and upload very soon.
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