©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Five9 Dispositions 12/12/2013

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. As a reminder… Set Disposition In order to end a call and allow you to make or receive new calls, you must click Set Disposition.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. As a reminder… IMPORTANT: The dialer will NOT allow you to move past your current call until you set a disposition, even if you’ve already ended the call. IMPORTANT: The dialer will NOT allow you to move past your current call until you set a disposition, even if you’ve already ended the call.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. As a reminder… Clicking Set Disposition will display a drop-down list of dispositions or call outcomes to choose from.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. As a reminder… IMPORTANT: It is critical to the proper function of the dialer that you choose the appropriate disposition for your call. This also allows us to track lead quality. IMPORTANT: It is critical to the proper function of the dialer that you choose the appropriate disposition for your call. This also allows us to track lead quality.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. As a reminder… ► Below is a current list of dispositions you will see:

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Disposition Groups Dispositions fall into one of 3 categories: –DNC The lead is added to the Do Not Call registry No future dial attempts will be allowed –Final Dispositions Removes the lead from the dialer queue The phone number may be dialed manually at any time –Redials Automatically redials the lead within a specified time frame for a specified number of attempts depending on the disposition Leads will automatically be removed from the dialer queue after 10 total redial attempts (except for Scheduled Callback)

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. DNC Dispositions Add to DNC List Five9 has only one designated DNC disposition. If a customer requests to be placed on our Do Not Call list, use Add to DNC List. The system will automatically take care of the rest.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. DNC Dispositions Add to DNC List IMPORTANT: It is imperative that we comply with any request to be placed on the DNC Registry. IMPORTANT: It is imperative that we comply with any request to be placed on the DNC Registry.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions App Started When you start an application that has NOT been signed and submitted to the carrier, use App Started as the disposition.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions App Submitted If you have fully completed an application and all signatures are complete and submitted to the carrier, use App Submitted.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Appointment Set If you have scheduled an appointment using Five9’s Medicare Appointment Form (via Manual Connector), use Appointment Set.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Ineligible If a customer does not currently qualify for any available options, use Ineligible.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Local Agent Call Request In order to refer an opportunity to one of our local field offices for whom you are unable to schedule an appointment, use Local Agent Call Request.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Not Interested When customers indicate they are not interested, use Not Interested. NOTE: “Not interested” is not the same as “Add to DNC List”

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Proposal Sent When a customer simply requests a quote without starting an application, use Proposal Sent.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Requested Callback For any inbound caller (or outbound lead call that reaches the intended party) who would like to be called back later, use Requested Callback.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Remember… Callbacks may be scheduled manually at any time by clicking the Set Callback icon at the top of your window.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions TFR to Agent If referring an opportunity to another call center agent (i.e. screeners transferring a call), use TFR to Agent.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Working Opportunity When doing any kind of follow- up with an existing opportunity even if leaving a message, use Working Opportunity.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Final Dispositions Wrong Number When working an outbound lead campaign with a wrong number, use Wrong Number.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Redial Dispositions The following are Redial Dispositions: Redial Dispositions will trigger Five9 to redial an opportunity automatically at a specified time. If answered, the dialer will automatically route the call to the next available agent. This auto-redial feature is generally enabled for outbound campaigns only.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Redial Dispositions Call Dropped Call Dropped will cause Five9 to redial an outbound lead in ten (10) minutes for a maximum of two (2) times per day.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Redial Dispositions Left Message Left Message will cause Five9 to redial an outbound lead in forty-eight (48) hours.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Redial Dispositions No Message Left No Message Left will cause Five9 to redial an outbound lead in two (2) hours for a maximum of one (1) time daily.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Redial Dispositions Scheduled Callback Scheduled Callback is used in place of Requested Callback for outbound campaigns only when the party reached is not the intended person and has asked for a callback at a later time when he or she will be available for your call.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Redial Dispositions Scheduled Callback Scheduled Callback will give you the option to choose a pre- set callback time or to schedule a callback in the system. If a specific date and time is not set, Five9 will redial in 2 hours. These scheduled callbacks are tied to the system, not to the agent.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Important Reminders ► Dispositions affect –Lead data which translates into lead quality –Sales Support activities to follow up on your leads ► Always comply with DNC requirements –Use Add to DNC List when requested –“Not Interested”  Add to DNC List ► Know the difference between –Proposal Sent (quote only, no application) –App Started (application, no signature) –App Submitted (complete application at the carrier)

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Thank you! Please go to for additional resources, instructions, and details.

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential. Questions? ► For questions about this presentation, contact: –Joshua De La Luz Sales Trainer ©2013 Insphere Insurance Solutions, Inc. | Proprietary and Confidential.