As long as the caller answers yes to all three qualification questions and is located in one of your approved states, the call is qualified and billable. You never have to guess whether the caller meets the standard: every billed caller has met the minimum requirements to move into your sales conversation.
First, what do these words mean?
If you have never purchased inbound calls before, some of the language may be new. Here is the entire policy in plain English:
A consumer sees an advertisement and calls in. You are not cold-calling or chasing a lead—they are live on the phone with you.
You ask Standard's three required questions to confirm intent, age eligibility, and ability to afford $2 per day.
A caller who answers yes to all three questions and is located in one of the states approved for your account.
A qualified call that you pay for. “Billable” simply means the call meets the agreed requirements for a charge.
The duration the system uses to initially record a charge. It is not the qualification standard and it is not a reason to rush the caller.
Money returned to your Standard wallet when a billed call is reviewed and found not to have met the qualification or delivery requirements.
The prepaid balance in your Standard account. Billable calls are deducted from this balance, and approved call credits are returned to it.
Unused money returned from your Standard wallet to your original payment method. This is different from reviewing a specific billed call.
Qualified does not mean guaranteed to buy. It means the caller meets the minimum requirements to enter a real Final Expense sales conversation. Your discovery, presentation, application, and close happen next.
The three qualification questions
Every agent uses the same three approved questions. This creates a consistent standard for buyers and makes call reviews straightforward:
“Are you calling about purchasing Final Expense insurance for yourself or a loved one?”
“Are you or your loved one between the ages of 50 and 80?”
“Can you afford $2 per day for something as important as Final Expense insurance?”
When the caller answers yes to all three questions and is located in a state approved for your account, you have a qualified sales opportunity and can move confidently into discovery.
Yes to all three questions + an eligible state = a qualified, billable opportunity for you to sell.
What the 60-second buffer is for
60 seconds is for accounting—not qualification
The 60-second buffer exists for accounting purposes, but you never need to race the clock. When a call passes 60 seconds, the system may initially mark it billable. Duration alone does not establish qualification—qualification still determines whether that charge ultimately stands.
Follow the approved script and stay on the call until qualification is complete, even if it takes longer than 60 seconds. If the call passes 60 seconds while you are still qualifying and the caller ultimately does not qualify, submit it for review and Standard will return a valid credit.
Your job is to qualify the caller—not to beat the clock.
Take the time you need to qualify correctly. If your team consistently follows the script and needs a little more time, Standard can extend the accounting buffer for your account.
When a call credit applies
A credit applies when the recording or system data shows that a billed call did not meet an objective qualification or delivery requirement. Examples include:
- ✓Wrong intent — the caller is not calling to purchase Final Expense insurance for themselves or a loved one.
- ✓Outside the age range — the caller or intended insured is not between ages 50 and 80.
- ✓Fails affordability — during qualification, the caller says they cannot afford $2 per day.
- ✓Wrong state — the caller is outside the states approved for the buyer.
- ✓Free-product expectation — before completing qualification, the caller maintains that they only want free coverage or a free government benefit.
- ✓Invalid delivery — the call is spam, fraudulent, or never connects because of a Standard technical failure.
Many callers who do not qualify will be identified before the accounting buffer expires and will never be billed. If one is initially billed, send it to Standard for review.
What does not qualify for a credit after the call goes billable
Once the caller answers yes to the three required questions and meets the state requirement, Standard has delivered a qualified sales opportunity. What happens later in the sales or policy process does not reverse that qualification.
A call does not qualify for a credit because:
- ✕The caller hangs up after completing qualification.
- ✕The caller changes their mind, becomes skeptical, or decides not to purchase.
- ✕The caller rejects a particular quote or says the presented premium is unaffordable after confirming they can afford $2 per day. A later affordability objection does not reverse qualification.
- ✕The agent does not complete the application or close the sale.
- ✕The application is declined, the policy does not place, or the policy later lapses or charges back.
- ✕The agent changes the script, mishandles the opening, loses control of the conversation, or disconnects the call.
- ✕The agent simply does not like the call or believes the caller will be difficult to sell.
- ✕The caller has contacted Standard before. A repeat caller is not automatically unqualified.
These are customer, sales, application, or policy outcomes—not failures of the original qualification standard.
How to request a call credit
To make the review fast and objective, identify the exact qualification or delivery requirement that was not met.
Submit the request within three business days of the call and include:
- ✓Call ID
- ✓Date and time of the call
- ✓The exact qualification or delivery criterion that failed
- ✓The relevant recording timestamp
- ✓A short factual explanation
Standard reviews the complete recording, including how qualification was handled. Complete requests are normally reviewed within 24 hours.
If the caller did not meet Standard's qualification requirements, the call amount will be credited back to your Standard wallet.
If the caller did qualify, call or text your Standard account manager to schedule a coaching session. We'll help you review what happened and improve your process so you can get more from every qualified opportunity.
Clear standards. Fair credits. More confidence on every call.
Standard applies the same objective qualification criteria to every call. You know what you are paying for, you have room to qualify correctly, and you have a review process when a billed call does not meet the standard.
Qualify with confidence. Then focus on the sale.