OUTBOUND

Hi! This is __________ from NATIONAL DISABILITY may I speak with ___________?
__________, We are here only to check if you may qualify for SOCIAL SECURITY DISABILITY BENEFIT,
OKAY?

And I have here a series of questions that is answerable by YES or NO only and this call is recorded for
quality purposes.

INBOUND

Thank you for calling National Disability, My name is _____________. How may I help you?

We are actually reaching out to you, to check if you may qualify for SOCIAL SECURITY DISABILITY
BENEFIT, OKAY?

And I have here a series of questions that is answerable by YES or NO only and this call is recorded for
quality purposes.

1. First, I just wanted to confirm if you are between the ages of 50 and 64? YES
If : No, Rephrase
-May I know, how old are you right now?

If : not 50-64, QD - AGE

National Disability is unable to help you because you do not meet their age requirements (50-64). However, you
can still apply for social security benefits on your own. Please contact your local social security office for further
assistance

2. Are you currently entirely, out of work, because of your medical condition or disabilities? YES
If: No, Rephrase – MUST BE YES OR YES EXPECTING TO BE OUT OF WORK
-May I know are you still working?
-May I know, if you have any medical condition, that affects your work like back-pain, hypertension, asthma,
arthritis, diabetes or any other medical issues?
-Is there a possibility that you will be out of work for atleast a year because that medical condition?
-May I ask if how many hours did you work for a day?
IF Yes : DQ- LONGEVITY
National Disability is unable to help you because you are currently working. Please call us back when you are no
longer able to work.

3. Just to confirm, are you currently receiving, any benefits from Social Security? This includes
SSI or SSDI. (Social Security Disability or Supplemental Security Income benefits) NO

If: Yes, Rephrase

-Is that SSI or SSDI? Or Is that disability benefits that you are receiving right now?
NOTE: VETERANS OR WORKERS CONPENSATION Qualified

if Yes : DQ – SS BENEFITS (SSI , SSDI , MEDICADE , REGULAR BENEFIT, RETIREMENT , SURVIVOR, ANY BENEFIT FROM
ANY MEMBER OF THE FAMILY)
National Disability is unable to help you because you are already receiving benefits from social security, and
therefore are not eligible to receive additional benefits. If you have additional questions please contact your
local social security office for further assistance.

4. Have you worked full time, at any point during the last 5 years? YES/NO PROCEED
If: No, rephrase
-So, when was the last time you worked?

if : not 2008-2018 DQ- LAST TIME WORK

National Disability is unable to help you because you have not worked full time in the last 5 years. However, you
can still apply for social security benefits on your own. Please contact your local social security office for further
assistance.

5. Have you worked full time, combined for at least 5 years, of the last 10 years? YES
If: No, rephrase
-If you are going to sum up all your fulltime work before, would it be 5 years of the last 10 years?
If: No, rephrase
-Ok, may I know, did you work fulltime or part time?

If PART TIME, rephrase

-Did you work part time for atleast 6 months and above?

If No: DQ- WORK TIME

National Disability is unable to help you because you have not worked for 5 of the last 10 years. However, you
can still apply for social security benefits on your own. Please contact your local social security office for further
assistance.

6. Have you been told, by the Social Security, that you don’t have enough work credits, or enough
work quarters?
If : Yes/NO/UNSURE PROCEED
-Did the Social Security, already informed you that you don’t have enough work credits?

7. Have you been out of work for at least a year, or are you expecting to be out of work for at
least a year? YES
If: No, Rephrase
-Just to reconfirm you mentioned earlier that there is a posibility that you will be out of work, correct?
-Are you currently working?
If : Yes: DQ- LONGEVITY 2
National Disability is unable to help you because you are not expected to be out of work for at least a year
because of your disabilities. If this changes, please call us back and we can help you

8. Have you treated your disabling condition, or medical condition, with a doctor or medical
professional, this year or last year? YES
If : No, Rephrase to get their YES
-May I know, when was the last time you visited a doctor for any medical condition ?
If : No, Rephrase
-May I know, have you been to a free-clinic, or free check up for your medical condition, this year or last
year?

NOTE: 4 YRS. Above DQ 3 YRS. Below Qualified

If: No, rephrase – MEDICAL HISTORY
Unfortunately, we’re unable to help you at this time. Please call us back when you are able to get treated by a Doctor or
Medical Provider for your disabling conditions. We look forward to hearing from you.

9. Have you testified, in front of a judge, for your disability claim within the last year? NO
If: Yes, Rephrase to get their NO
-May I know, have you already attended a hearing regarding your disability benefits within the last year?

NOTE: Within 1 year DQ

IF YES: DQ – POST HEARING

National Disability is unable to help you because you have recently testified in front of a judge. Please contact us
after it has been one year and we can help you.

10. Do you currently have a lawyer or advocate representing you with your claim? NO

If: Yes, Rephrase

-Are you using your lawyer or advocate, to represent you, with your disability benefits?

If Yes: DQ – ALREADY REPRESENTED

National Disability is unable to help you because you currently have representation for your claim. If you have
any additional questions, please contact your lawyer or advocate.
11. May I know, Are you a US Citizen? YES
If No rephrase
-Are you an American Citizen?

IF YES: DQ – US CITIZEN
National Disability is unable to help you because you must be a US Citizen to qualify for this government benefit.

12. When you were working, did you earn atleast 10,000 dollars per year or 5 dollars hour per
year?
If : Yes/NO/UNSURE PROCEED- but before you proceed make sure to rephrase

13. When you were working, did you have Social Security taxes, removed from your paycheck?
If : Yes/NO/UNSURE PROCEED- but before you proceed make sure to rephrase
-So, are you paying your Social Security Taxes when you were still working?

VERBATIM
14. Okay, one moment please while I update our records.

Please stay on the line, while I transfer you directly to a disability specialist to further assist you. You may hear
some system prompts while we attempt to reach a specialist. So once we are connected. I will provide the
specialist with your information so they can verify your account and proceed with your evaluation. Okay? So,
JUST STAY ON THE LINE, DO NOT HUNGUP HERE WE GO….

( If no intake tell your customer: it seems that the specialist is busy at the moment so just stay on the line
okay I will connect you again.)
Hi this is YOUR NAME from the PRE-QUAL TEAM. I have CUSTOMER NAME on the line with us now who is
ready to continue with their evaluation. The Phone number in the system is _________. CUSTOMER NAME, thank
you again for your time and our specialist ____INSERT INTAKE NAME will be able to help you through the rest of
the process. INTAKE NAME, you can take it from here now. BYE!

( CLICK LEAVE 3 WAY AND DISPO AS ORD-QUALIFIED )

NOTE:

IF YOU CAN’T CLICK LEAVE 3 WAY, JUST MUTE YOUR HEADSET AND WAIT UNTIL THE LEAVE 3 WAY
BUTTON IS WORKING/LET THEM FINISH THEIR CONVERSATION. AND DO NOT FORGET TO INPUT ON
CALL NOTES BEFORE YOU DISPO “CAN’T LEAVE 3 WAY” to be safe on QAs