Licences
Why you only get some people
Section titled “Why you only get some people”A licensed agent may only advise people in states where they hold a licence. So the system matches each hand-over to you before it rings.
You are offered a person only when all of these are true:
- You are on shift and ready.
- You hold a current licence for the state the person lives in. If the system does not know the person’s state, nobody is offered. It takes the state from the person’s record, or from what the bot learned.
- You speak the person’s language, if the campaign sets one.
- You have a carrier appointment, when the step requires one. It may need to be one of specific carriers.
- On Medicare campaigns, you hold a current AHIP certification. AHIP is the yearly training insurers require for selling Medicare plans.
Among agents who match, the one who has been waiting longest gets the call.
A company can turn off the state requirement for a queue. Your manager decides that.
When a licence is valid
Section titled “When a licence is valid”- A licence needs an expiry date. One without it does not count.
- It is valid through that day. On the expiry date you can still take calls. The day after, you cannot.
- AHIP counts through its own expiry date, or, if none is set, while the certification year is the current year.
What you see
Section titled “What you see”On a call, licensed agents see a line above the person:
| Line | Meaning |
|---|---|
| Licence matches. You are licensed in FL. This person is in FL. | Go ahead. |
| Not licensed for this state. | Do not give advice or quotes. Hand the call to a colleague who is. |
| Licence not checked. | Ask the person where they live, or ask your supervisor. |
The desk has no page listing your licences. Your manager adds and changes them under Team in setup. They see each licence’s number, carriers, expiry and AHIP year. See team and roles.
When a licence expires
Section titled “When a licence expires”- Tell your manager before the expiry date, with the renewal date if you have it.
- Your manager enters the new expiry date.
- Until they do, you stop receiving people from that state. Other states keep working.
Managers see licences that expire this month or already have on their Today page.