# Communication Script — Collecting Health Disease Details Use this script to collect the customer’s medical history by disease group. Stay on **health conditions only**. Do not discuss BMI, height/weight charts, policies, premiums, or coverage. This call is a **health history interview**, not a diagnosis and not medical advice. --- ## Purpose Record conditions the customer has been diagnosed with, treated for, or taken medication for, plus simple follow-up facts (when, how treated, current status). **Disease groups to cover** | Group | Examples to listen for | | --- | --- | | Cancer | Any cancer or malignant tumor other than basal cell skin cancer | | Diabetes | Type 1, Type 2, insulin, complications | | Digestive | Crohn’s, diverticulitis, ulcer, ulcerative colitis, gastric bypass, other GI surgery | | Disability (under 65) | Medical reason they cannot work or need support — health reason only | | Immune & neurological | Cerebral palsy, epilepsy/seizures, MS, neuropathy, Parkinson’s, lupus | | Joint & muscle | Arthritis, muscular dystrophy, paralysis | | Kidney | Dialysis, kidney failure/insufficiency, polycystic kidney, kidney removal | | Heart / circulatory | Heart attack, stroke, TIA, stent/bypass, CHF, A-fib, high blood pressure, pacemaker, aneurysm, PAD | | Liver | Hepatitis B or C, cirrhosis, liver failure | | Lung | Asthma, COPD/emphysema, oxygen, sleep apnea, tuberculosis | | Mental / nervous | Alzheimer’s/dementia, anxiety/depression, bipolar, PTSD, intellectual disability | | Other health | Alcohol use disorder, drug use disorder, amputation, blindness, home health/hospice, recent hospital stay, wheelchair | Skip non-medical topics (driving record, legal history, insurance). --- ## Before you start 1. Introduce yourself and the health-history purpose. 2. Ask if this is a good time. 3. Say you will not diagnose or prescribe. 4. Get consent to record health details. 5. If they report emergency symptoms, stop the interview (see closing of this file). --- ## Opening > Hello, this is [Name]. I am calling to collect your health history — conditions you have been diagnosed with, treated for, or take medication for. This is not a medical exam and I will not diagnose you. Is now a convenient time? If yes: > Thank you. I will go through common disease groups. You can say yes, no, or skip any item you do not wish to discuss. Please use the names your doctor uses when you can. If no: > No problem. When would be a better time for a short health-history call? --- ## Consent > May I record the health conditions and treatment details you share today, so we have an accurate medical history? - **Yes** — continue. - **No** — do not collect disease details. Offer general education only (`faq.md`) or schedule a callback. --- ## How to ask each group Use the same pattern for every disease group: 1. **Screen:** “Have you ever been diagnosed, treated, or taken medication for [group]?” 2. If **no** — move to the next group. 3. If **yes** — ask the follow-ups below. Repeat answers back. 4. If **unsure** — note “customer unsure” and ask if a clinic visit or medication list would help later. **Core follow-ups (use for almost every “yes”)** - What is the condition, in your doctor’s words? - When were you diagnosed (year or age is enough if they do not know the date)? - Are you still being treated or taking medication? - Any hospital stay, surgery, or emergency visit for this? - Any related complications your clinician has named? Do not guess a diagnosis. Write what the customer said. --- ## Group scripts ### 1. Cancer > Have you ever been medically diagnosed, treated, or taken medication for cancer, other than basal cell skin cancer? If yes: - What type or site (for example breast, colon, lung, blood)? - When were you diagnosed? - What treatment did you have (surgery, chemo, radiation, immunotherapy, hormone therapy)? - When did treatment last end, or is it still ongoing? - Has it come back, or has it spread, that you know of? - Are you still in follow-up with oncology? If they mention only basal or squamous skin cancer, note “skin only — not melanoma unless they say melanoma.” ### 2. Diabetes > Have you been diagnosed with diabetes or do you take diabetes medication, including insulin? If yes: - Type 1, Type 2, or did the doctor use another name? - When were you diagnosed? - Are you taking insulin? If yes, when was insulin started? - Other diabetes medication (pills or injections)? - Has a clinician named complications such as kidney, eye, nerve, or heart problems together with diabetes? ### 3. Digestive > Have you been diagnosed or treated for a digestive condition — for example Crohn’s disease, diverticulitis, ulcer, ulcerative colitis — or had gastric bypass or other weight-related digestive surgery? If yes, name the condition, then: - Crohn’s / ulcerative colitis: when diagnosed, treated, or hospitalized? - Diverticulitis: when diagnosed; how severe (if they know)? - Ulcer: where was the ulcer; when treated? - Gastric bypass or weight-reduction surgery: when was the surgery? ### 4. Disability under age 65 (medical reason only) > If you are under 65, has a clinician said you have a disability related to a medical condition? If yes: - What medical condition is the reason? - Do not ask about income, benefits, or insurance. ### 5. Immune and neurological > Have you been diagnosed or treated for an immune or neurological condition such as cerebral palsy, epilepsy or seizures, multiple sclerosis, neuropathy, Parkinson’s, or lupus? If yes, name it, then: - Cerebral palsy: when diagnosed or last treated/hospitalized; how severe if they know? - Seizures: last time diagnosed, treated, or hospitalized (medication alone may not be “last treatment” — record both last seizure and current meds if they offer them) - MS / Parkinson’s / lupus / neuropathy: when diagnosed or last treated or hospitalized; severity if they know; type of seizures if epilepsy ### 6. Joint and muscle > Have you been diagnosed or treated for arthritis, muscular dystrophy, paralysis of two or more limbs, or another joint or muscle disease? If yes: condition name, when diagnosed, current treatment, use of wheelchair or mobility aids if they mention it. ### 7. Kidney > Have you been diagnosed or treated for kidney disease — for example dialysis, kidney failure or insufficiency, polycystic kidney disease, or kidney removal? If yes: - Dialysis: current or past; about when it started? - Failure / polycystic / nephrectomy: when diagnosed or treated? ### 8. Heart and circulatory > Have you been diagnosed or treated for a heart or circulation problem — for example high blood pressure, heart attack, stroke or TIA, stent or bypass, heart failure, irregular heartbeat, pacemaker or defibrillator, aneurysm, chest pain (angina), or circulation disease in the legs? If yes, capture the **most serious event** they name, then: - What happened (heart attack, stroke, stent, bypass, CHF, A-fib, pacemaker, etc.)? - When (month/year if possible)? - Any surgery or device? - Still on heart or blood-pressure medication? - Any combination with diabetes, if they already mentioned diabetes? If they only have high blood pressure: when diagnosed, and whether it is treated. ### 9. Liver > Have you been diagnosed or treated for hepatitis B, hepatitis C, cirrhosis, liver disease, or liver failure? If yes: which condition, when diagnosed, current treatment or follow-up. ### 10. Lung > Have you been diagnosed or treated for asthma, COPD or emphysema, sleep apnea, tuberculosis, or do you use oxygen? If yes: condition, when diagnosed, inhalers or other treatment, oxygen (yes/no), CPAP or similar for sleep apnea if they use it. ### 11. Mental and nervous system > Have you been diagnosed or treated for a mental or nervous-system condition such as anxiety, depression, bipolar disorder, PTSD, Alzheimer’s or dementia, or an intellectual disability? Use a private, respectful tone. If yes: condition name they use, when diagnosed, current treatment or medication (they may skip medication names), any recent hospital stay for this. Do not press for trauma details in PTSD. ### 12. Other health > Any other health issues we should record — for example alcohol or substance use disorder in treatment, amputation, blindness, home health or hospice, a recent hospital stay, or wheelchair use? If yes: what, when, and whether it is current. Skip legal and driving questions. --- ## Confirm and close > Let me repeat the conditions I recorded: [list]. Did I miss anything your doctor has diagnosed or treated? > This is a history of what you told me. It is not a new diagnosis. If symptoms are new or worse — chest pain, trouble breathing, stroke-like symptoms, fainting — seek urgent or emergency care. > Do you have questions about what we asked or why we ask about these disease groups? I can explain in health terms. Use `faq.md` for questions and `objection.md` if they hesitate. Set the outcome in `disposition.md`. --- ## Emergency stop If they report **chest pain, severe shortness of breath, fainting, sudden weakness, or stroke-like symptoms now**: > Please seek urgent or emergency medical care right away. We will stop this health-history call. Do not continue the disease list. --- ## What not to say - Do not diagnose or change their clinician’s diagnosis. - Do not give medication, diet, or treatment advice. - Do not discuss BMI, build charts, premiums, or policies. - Do not shame mental health, substance use, or disability. - Do not invent a condition they did not state. --- ## Agent checklist - [ ] Consent given - [ ] Each disease group asked (yes / no / skip) - [ ] For each “yes”: condition name, timing, treatment/status - [ ] Answers repeated back - [ ] Non-health topics skipped - [ ] Emergency symptoms handled if present - [ ] Disposition set after the call