1. To start off do you currently have a medical alert device for emergencies?
IF YES: Are you under contract with that device?
IF CX IS UNDER CONTRACT: (MOVE TO NEXT)
1. To start off do you currently have a medical alert device for emergencies?
IF YES: Are you under contract with that device?
IF CX IS UNDER CONTRACT: (MOVE TO NEXT)
1A. Do you understand that this medical alert pendant is separate from your tv/internet service? (Must get a clear ”yes”)
1b. Medical alert carries a 3-year commitment. Please be aware that if you cancel the service prior to the end of the agreement, there will be a prorated cancellation fee of $10 per month for each remaining month.
2. Can you please spell your first and last name?
3a. Please spell your street address – city – state – and zip code.
3b. Is there a lot or apartment number?
3c. **Read back address with spelling, including zip code**
3d. What’s your date of birth? We need this for account verification for your plan in the future.
4a. Can you confirm your phone number?
4b. We do need a second phone number. May I have that please so in case we cannot reach you, we can verify your safety through someone close to you?
5a. Go ahead and spell out your email address for the account. (IF NO EMAIL 5B)
5b. We do need an email address for account verification and important account communications. What is the best email we can use? (IF NO EMAIL 5C)
5c. Does anyone in your household have an email? (We no longer mail out plan info.)
5d. Do we have permission to text and email you about your account?
6. Card Option:
- How does your name appear on the card?
- Is there a middle initial?
- Please provide your card number – And the expiration date – And CVV.
- Is the billing address different from your home address? (MOVE TO 8)
ACH Option:
- Please provide your Bank’s Name – And the 9-digit routing number – And the checking account number. (READ ACH AUTHORIZATION)
ACH Authorization
🔹 Step 4: ACH Authorization (If Applicable)
This confirms your authorization for ACH debit to the Protection Plan Center.
Please provide your driver’s license number and expiration date. (Or state ID)
You confirm this is your account or you’re an authorized signer for:
- [Bank Name]
- [Routing #]
- [Account #]
- And the effective date is [Today’s date]
You also agree:
- If a payment is returned or rejected there will be a $35 payment fee
- And Protection Plan Center is not responsible for NSF fees (Non Sufficient Funds)
Do you confirm and agree? (MUST get a clear “YES”)
Sending ACH Authorization Form (Instructions)
I do need to send you an authorization form to verify your acceptance of these terms.
Please hold while I text/email that form to you. (If customer has text & email it will send to both)
7. To activate your 24/7 AT&T 4G LTE coverage, there is a one-time $39.99 activation fee. Your total due today is $93.57, which includes the activation fee, your first monthly payment of $49.99, and the 4% convenience fee. This provides protection at home and on the go, okay? (MUST get a clear “YES”)
Activation Fee Rebuttals
A. I understand this activation fee may seem a little high, but keep in mind this is a one-time expense that will connect you to the best emergency responders whenever and wherever.
B. I know this fee may seem like a lot, but we try our hardest to lower the fee as much as possible. If you look at competitors in the market, you will see prices over three times what we charge.
C. Look it is completely reasonable for being hesitant. If you give me a moment, I will talk to my manager about lowering the activation fee.
**Ok, I spoke with my manager and they are lowering the activation fee to $xx.xx
8. After today, your monthly monitoring fee will be $51.98, which includes the $49.99 plan fee plus the 4% convenience fee. This will begin 30 days from today, okay? (MUST get a clear “YES”)
10a. Please hold while I process the payment.
(Charge Went Through)
10b. You’re all set! Your new Protection pendant will be shipped to the address you provided us with. You will receive your device within 5-7 business days. (MOVE TO 11)
If Payment Declined
The card did decline; Sometimes banks block phone transactions just as a precaution, so your card may have been declined for security reasons.
10c. Did you receive a text or email alert to authorize the charge? (?IF NO 10D)
10d. Are funds available on the card? (IF YES 10E)
10e. Can you confirm the card number – And the expiration date – And CVV.
10f. Do you have another card we can use? (IF NO 10G)
10g. We can also accept ACH payment – Please provide your Bank’s Name – And the 9-digit routing number – And the checking account number (IF NO 10H) (IF YES ACH AUTHORIZATION)
10h. Please provide the number on back of your card so we can conference the bank to authorize the charge.
- Write down this information please – “Protection Plan Center”
- Write the amount: $xx.xx
- Once authorized, I’ll complete your order.
Do you have questions before I conference the bank?
ACH Authorization
🔹 Step 4: ACH Authorization (If Applicable)
This confirms your authorization for ACH debit to the Protection Plan Center.
Please provide your driver’s license number and expiration date. (Or state ID)
You confirm this is your account or you’re an authorized signer for:
- [Bank Name]
- [Routing #]
- [Account #]
- And the effective date is [Today’s date]
You also agree:
- If a payment is returned or rejected there will be a $35 payment fee
- And Protection Plan Center is not responsible for NSF fees (Non Sufficient Funds)
Do you confirm and agree? (MUST get a clear “YES”)
Sending ACH Authorization Form (Instructions)
I do need to send you an authorization form to verify your acceptance of these terms.
Please hold while I text/email that form to you. (If customer has text & email it will send to both)
11. Please be aware of our customer service number. If you need anything or have any questions, you can reach customer service at 877-633-7070. Make sure you write that number down; I’ll repeat it if you would like.
12. Onto the final step. We do need to add 2 emergency contacts to your profile. We take this so they can be contacted in case there is an emergency alerted through the pendant. Can you please provide me with their first name, last name, phone number, and their relationship to you?
13.Great! Do you have any final questions?
14a. As part of your order today, we’re upgrading you to identity theft protection. This plan monitors your identity 24/7 — including your Social Security number and the dark web — and includes $1 million in identity theft insurance. When you enroll today, it’s just $14.99 to get started, and your coverage is activated immediately. We’ll apply that to the card you provided, okay?
(If No)
14b. Let me tell you why most people upgrade: identity theft isn’t something you can undo easily and it’s the only crime the victim has to fix themselves. Without monitoring, most people don’t know there’s a problem until real damage is done. This plan gives you 24/7 monitoring plus $1 million in protection if something happens — starting today. Let’s go ahead and secure that for you, okay? (MOVE TO 15)
14c. Perfect! Today’s charge is $15.58—that’s $14.99 plus a 4% convenience fee—the charge will show as Protection Plan Center. This charge will recur monthly on [Today’s date]. We’ll email you a registration link to activate full coverage. Just to confirm, you understand this is identity protection for $14.99 a month?
IF SELLING ID THEFT WITH NO EMAIL:
14d. Because we do not have an email address on file, you will need to call in to access your policy number if you ever need to file a claim. The number to call is 800-216-7488. Did you write that down?
14e. Do you understand that without an email address, this coverage is for $1 million in identity theft insurance, and monitoring services can be activated anytime once an email is added, okay?
(MUST get a clear “YES”)
Upsell - If CX Added ID Theft
15a. 5Devices – Email Required:
Before I transfer you, you’re eligible for a discounted plan through 5Devices.com—just $21.99/month to cover 5 internet-connected devices 3 years or newer like smartphones, smart TVs, laptops, or smart appliances. That’s only $4.40 per device per month for full protection against damage, repairs, and replacements—saving you hundreds each year. We’ll lock in that plan with the email you provided, okay?
(If No)
Most phone warranties cost around $10/month for just one device. This plan covers five for less than half that per device. It’s perfect for families and gives peace of mind with full coverage. Let’s get this added—it only takes a second, okay? (IF NO Move to 16)
(If Yes)
Great! Today’s charge is ($22.86 / $31.18 / $41.58) including the 4% credit card surcharge. The charge will appear as Protection Plan Center and will recur monthly on [Today’s Date]. You’ll receive a registration link within 48 hours to register up to (5/10/20) devices—just complete it within 3 days to activate full coverage. Repairs or replacements have a $100 flat-rate deductible per device. If you don’t receive your link or need assistance, call 800-656-6119—did you write that number down? (Move to 16)
Upsell - If CX Declined ID Theft
15b. Appliance Coverage– Email Required:
As a new customer, you qualify for $120 in annual savings on our Appliance Protection Plan. Normally it’s $39.99/month, today it’s just $29.99/month—only $1 a day—to protect major appliances like your fridge, washer, dryer, oven, and more that are 3 years old or newer, all under one simple plan. We’ll lock in that discount with the card you provided, okay?
(If No)
Think about every appliance in your home under 3 years old—imagine paying for a separate warranty on each. This plan saves you time, money, and stress by covering them all under one low monthly rate. How many appliances are we protecting today? (IF NO Move to 16)
(If Yes)
Great! Today’s charge is $31.18, including the 4% credit card surcharge. The charge will appear as Protection Plan Center and will recur monthly on [Today’s Date]. You’ll receive a registration link within 48 hours to register up to 5 appliances—just complete registration within 3 days to activate full coverage. All repairs or replacements require a $100 flat-rate deductible per appliance. If you don’t receive your link or need assistance, call 800-656-6119—did you write that number down? (Move to 16)
16a. Thank you for your time, have a wonderful day!