Direct-to-Consumer (DTC) Inbound Call Guidelines
Agent Buffer Window & Disqualification Quick Reference
Falcon FEX leads become billable at exactly 91 seconds of total connected duration. If a caller clearly fails eligibility criteria, exit the call before the 90-second mark to avoid being charged.
The First 90 Seconds
Use this timeline to pace the buffer and make a clean decision before the billable mark.
The Frame
The Frame
Introduce yourself and establish that this is for a state-regulated, paid life insurance program.
The Knockout Check
The Knockout Check
Rapidly check the four non-negotiable qualifiers: age, bank account, paid intent, and resident state.
Decision Gate
Decision Gate
If qualified, transition into the pitch. If disqualified, deliver the exit script and disconnect before 01:25.
Approved Disqualification Matrix
These are the only valid reasons to drop a call under 90 seconds without being billed. Use the exact exit script, then disconnect immediately.
No Valid Bank Account
Caller uses only cash, money orders, or unlinked prepaid cards that cannot support EFT bank drafts.
"Because state-regulated programs require standard bank drafting, we won't be able to establish a plan today. Thank you for calling!"
[Disconnect]
"Free Government Money / Grant" Trap
Caller indicates they believe this is a free government grant, stimulus check, or Medicare benefit rather than a paid private insurance program. The agent may drop the call at their discretion.
"We only provide private, paid life insurance coverage with a monthly premium—we do not process free government grants or stimulus benefits. Have a great day!"
[Disconnect]
Age Out of Appetite
Caller falls outside the underwriting guidelines of available carrier products.
"These programs are strictly open to individuals between ages 50 and 80. We don't have a plan to fit your age bracket today. Take care!"
[Disconnect]
Wrong Intent / Policy Servicing
Caller thinks they are reaching Colonial Penn, Lincoln Heritage, Social Security, or their current insurer to change billing or claim benefits.
"This line is strictly for new policy enrollment. You will need to call customer service directly from the number on the back of your card."
[Disconnect]
Severe Knockout Health / Hospice
Caller is actively in hospice, a nursing home, terminal, or mentally incapacitated and cannot consent.
"Based on those current care requirements, our immediate-benefit options are unavailable. Thank you and have a wonderful day."
[Disconnect]
Outside Licensed States
Caller is not in a state where the agent holds an active insurance license, so coverage cannot legally be presented or sold.
"I'm not licensed to discuss this program in your state, so I won't be able to help with a policy today. Thank you for calling and have a great day!"
[Disconnect]
45-Second Gatekeeper Opening Script
Thank you for calling Final Expense Options. My name is [Agent Name]. To ensure you qualify for our discounted state programs in 30 seconds, I just need to verify: your age, what state you're in, and that you have an active checking or savings account to cover the monthly premium. What state are you calling from?
Tip: Speak with urgency and confidence. The faster you set the frame, the fewer objections you will face inside the buffer.
Anti-Scrubbing Policy
Offline callbacks are prohibited. Gathering caller info, hanging up under the buffer, and dialing back via outbound to evade the lead fee is considered scrubbing fraud and results in immediate buyer suspension.
Dead-air / ghosting drops. Intentionally going silent to force a consumer disconnect under the buffer is strictly monitored via call-recording QA.
Audit notice: Falcon FEX actively monitors call-duration metrics and disconnect spikes between 0:75 and 0:89. Repeated patterns in that window trigger a compliance review.
Need adjustment on your routing caps, state licenses, or buyer account?
