Blog

Scripts and Rebuttals

• You can now toggle on Scripts and Rebuttals for Policies. They will show up under the Save Button in every policy.
• You can find the setting in Options -> Dialer -> Script and Rebuttals on Policies
• Scripts and Rebuttals on Policies will auto fill policy information as well as lead using the fields shown in Templates.

Templates

• Updated to show all Lead and Policy fields.
  • *Fields match what is exported.

Primary Policies

• In order to solve the issue of bundled and add on plans, we have now made it possible to set a Primary Policy on a Policy.
  • This will allow you to select the primary policy based on any other policy on the contact that does not itself have a primary policy.
  • Searches have been added to look for Primary Policies as well as Ancillary policies.
  • Searches have been added to find Policies with Ancillary policies attached.
  • This is not to be confused with Primary and Ancillary Plans. Plans are a product level categorization that can still be used to search.
  • More will be coming on the use of this new feature as we modify reports and other sections of the system to take it into account.
• Search filters have been added to find Add on / Ancillary Policies
• UI in Dialer has been updated to show if the product is Ancillary or Primary (x Ancillary) in the top right tab.
• Info section in Dialer has been updated to show if it is a Primary or Ancillary and the related ID’s
• Exports for Policies will show Ancillary count when searching for primaries or ancillaries.

Policies Filters

• “Others” section
  • This section allows you to search by “Other” policies connected to the same contact.
    • This is useful for looking at policies sold alongside other policies. You can filter by plan, product status and more.

Callbacks

• Callbacks can now be assigned.
  • You must be a manger or higher, or have the “Assign Callbacks” permission.

Admin Dashboard

• Now shows States in policy lists.

Relay campaigns are now live! This opens up tons of possibilities for manipulating and moving data from the TLD System to dialers, SMS, brokers, buyers and more!

Relay Campaigns

• Mailer Campaigns have been merged into “Campaigns” which now work for both mail and Relays based on the same set of parameters.
• You can choose a Relay to send the data of the lead instead of an email template.
• Relay Queues have been created for the system to pick up relay campaigns when they find qualifying leads for the search.
• Relay Campaigns allow you to filter your leads by particular date criteria as well as other filters like state, vendor, status and more to create robust remarketing campaigns.
• Example Uses of Relay Campaigns:
  • Send Data to a Lead Buyer if you haven’t converted or contacted leads.
  • Send Data to a SMS to Leads or Policies in certain statuses to remind them to renew their policies, contact the company, or send a happy birthday note.
  • Send Data back to your Dialer to call leads you haven’t contacted with a new priority.
  • Send Data back to your Dialer for renewals.
  • Send CSR’s to your Dialer for followup. *requires some more modifications per request
  • Send Callbacks to your Dialer for automated callback followup *requires some more modifications per request
  • Send Data back to your Dialer to call for surveys or check on them at certain intervals after the sale.
  • Send Data back to your Dialer to call for verification, post dates and more.
  • Send Data to a Data Warehouse for storage purposes or reporting.
  • And more! We are looking for feedback on new ideas on how you can use this new system to your benefit!

PHI and PCI Fields

• We implemented a new method to deal with PCI and PHI Data.
• Verifiers and Above have access to PCI and PHI Data on the Dialer Screen. as well as those with the “View PHI Data” and “View PCI Data” respectively.
• Once a Sensitive field has been entered and saved, it will grey out and two icons will appear: edit and delete.
• If a user doesn’t have permission to view this data, it will appear a starred, some fields have 3 or 4 of the last digits showing.
• If a user edits a starred field, it will show a blank box in it’s place, expecting the user to type in a new value. If the user types nothing, it will not save or delete the data.
  • Those who have access will have the field auto filled in so they can just edit it.
• If a user pressed the delete button it will set the greyed out field to blank and remove the data from the edit field.
• Once the delete button has been pressed, you can undo this delete if you have NOT YET SAVED THE LEAD, by pressing the recycle icon. After pressing saved the data will be lost.
• This fix solves the issue of Chrome and other browsers auto filling in passwords when we where hiding the data as a “password” field.

Policies

• The following fields can now be searched as a range.
  • Premium
  • Enrollment Fee
  • Admin Fee
  • Deductible

#MOARFIELDS

New Dependent Fields

Dependents are getting some love! We added a ton of new fields for dependents in this patch that start making dependents feel a lot more like leads. Soon we will have an option to turn a dependent into a lead using the lead or dependents data that has been entered so you can save time creating policies for other peoples dependents should they need them. We will preserve a link to this lead on the dependent as well!

• New Fields
  • Phone
  • Phone Type
  • Phone2
  • Phone2 Type
  • Phone3
  • Phone3 Type
  • Email
  • Email2
  • Medications
  • EMPI
  • MRN
  • Language
  • PCP Name
  • PCP Number
  • PCP ID
  • PCP Office
  • Medicare Claim Number
  • Medicare Part A
  • Medicare Part B
  • Medicaid Number
  • Medicaid Level
  • Enrollment Eligibility
  • Lead Address(means address is same as primary contact)
    • Address
    • Address2
    • City
    • State
    • Zipcode
    • County
    • Country

New Lead Fields

No more sending texts to landlines! You can now select a phone type along with the phone number.

• New Fields
  • Phone Type
  • Phone Type 2
  • Phone Type 3

New Dependent Fields

• Enrollment Eligibility
  • This is to keep a history of what the enrollment eligibility was at the time of the policy.
  • New Enrollment Eligibility Types
    • Underwritten
    • ICEP
      • Initial Coiverage Election Period
    • IEP
      • Initial Election Period

RSVP Events Updates

• Events can now be searched by Zipcode. This disables the search by the leads address information and relies on an internal Zipcode Longitude / Latitude database to find nearby events. It still takes into consideration all other search filters including distance. This should make it easier to find events near a client that does not have or will not give a location.

More Events Changes

• Events now support Daily and Weekly Recurring Events.
  • You will be given the option to choose a time begin and end for both of these events.
  • Weekly Events can be set on a specific day of the week.
    • Create multiple Events for different days, this will preserve reporting abilities.
  • You will be able to choose a date to schedule the person for the event. The calendar will limit itself to the day of the week in the future.
    • The Schedule date will automatically update itself based off the time of the event and the date scheduled.
  • Setting a One time event removes all time and weekday data.
  • Setting a daily or weekly event removes all one time event data.
• Added Attendees, Guests and Total Attendees to Appointments Table.
• Added filter to show Events with Attendees or without.

Notes & CSR’s

• You can now search through notes and CSR’s in the leads section. You do not have to click show notes, the system is smart enough now to know when you are searching for notes and will auto join the notes table and show the data when needed.
• CSR and Note Search fields have been added to the filters.
• *Upcoming: CSR sections will be updated to use lead data instead of policy data which will prevent duplicate CSR’s from showing, or just best guessing the policy in the table.

Leads and Policies Contact and Medicare Filters

Standardized some of these search fields.

• Contacts
  • First Name
  • Last Name
  • Phone
  • Phone2
  • Phone3
  • Email
  • City
  • Zipcode
• Policies
  • Group
  • Terms
  • Current Term
  • Premium
  • Enrollment Fee
  • Admin Fee
  • Deductible
• Medicare
  • Age from Medicare
    • Now has Upper and lower limit (optional)
  • Dependent Age from Medicare
    • Has Upper and lower limit (optional)

Appointments

• Added more filters
• Organized Filters into sections similar to leads section.
• Added Guests field.

Permissions

• Added “Change Cost” to system. Allows users to Change Cost of a lead if needed.

Pending Payments

• Added Plan to filters.
• Added Date Interrupted filter.

Bugfixes

• Fixed issue with Dependents Search

Events Improvements

• The following have been changed to ID numbers instead of text. They now work with multi-checkboxes in the filters instead of fields. Search has been updated to look through the fields instead of text.
  • Company
  • Event Group
  • Event Type
• The Appointments for RSVP section has been updated to allow for searches within companies, groups and event types, not just distance.

Fields

• Added Custom Fields for you to create. There are no default system fields for these sections as they are account specific only.
  • Company
  • Event Group
  • Event Type
• The Add Custom Status button has been changed to a dropdown with the following:
  • Add Custom Status
  • Add Company
  • Add Event Group
  • Add Event Type
• Fixed a meta issue for fields with ONLY custom Fields, and no default fields

Dialer Field and Section Hiding

You can now remove certain sections and fields from the dialer screen in the Options section. This will hide (but not remove) those fields so there is no loss of data if you import the data, but just don’t want agents to see it. More fields to disable will be added in the future. Critical ones such as first name last name phone, etc will always remain permanent.

• Lead Sections
  • Medical Information
  • Medicare Information
  • Insurance Information
  • Marketing Information
  • Admin Information
• Policy Sections
  • Policy Date Information
  • Beneficiary Information
  • Billing Information
  • Marketplace
  • User Information
  • System Date Information
  • Other Information
  • Mailer
  • Documents
• Lead Fields
  • Phone3
  • County
  • Country
  • Country of Birth
  • Language
• Policy Fields
  • Application Number
  • Terms
  • Current Term
  • Rewrite ID
  • Rewrite Refused
  • Deposit
  • Actual Premiums
  • Actual Monthly
  • Actual Initial
• Customer Summary
  • Disable Summary
  • Actual Fees
  • Actual Monthly
  • Actual Premium
  • Monthly Fees
  • Initial Fees
  • Admin Fees

Vendor Groups

Vendor groups have been added to the system. This works similar to User Groups, but instead of Skill we have Weight.

• Vendor Groups can found under the leads menu on the left sidebar.
• Vendor Groups can also be found on the Vendor Page near the mass edit button.
• You can search in Leads, Customers and Vendors by Vendor Group.
  • When searching leads or policies by Vendor Group it will pull leads or policies from all vendors in the group or groups selected.
• A vendor can be a member of more than one vendor group if desired.
• You can add a vendor to a group with the Group Tab when editing a vendor
• You can mass add, remove and drop all groups for vendors with the Mass Edit button.

Other Changes

• Some minor visual updates and new Feature tab under options, a few existing options moved in there.

Events Improvements

• When updating or adding a Event, the system will get the longitude and latitude of the location and store it in the event via Google Maps.
• The Appointments section now has a Distance from Contact dropdown as well as a Search button.
  • When you search it will do a distance search between the contacts location which is translated via Google Maps into longitude and latitude and the longitude and latitude for every event that has not yet passed using the Haversine formula and show a list of results based on the distance selected.
    • These results can be clicked to change the event for the booking.
    • The results will show the distance and be in order of closest to furthest.
• Added Appointment Roster (Non Public)
  • The appointment Roster allows you to edit an en events enrollees, as well as a quick update status for Attended or Missed.
  • A public version of this is coming
• Added RSVP Vendor and RSVP Dupe Criteria
  • This feature is coming soon. This was prep for external signups.
• Added Group / Region and Location Name to Events.

Bugfixes

• Fixed an issue with CSR’s showing multiple times.

Custom Status Fields

You can now add your own custom status fields! Please consult with us before adding them as if they are generic enough for the system we would like to have them in. This should be used for overly specific lead status fields only.

• You can add a Custom Status Field by going to Settings -> Fields and choosing Add Custom Status
• Statuses are automatically numbered and start at 2000, as 2000 and below are reserved for system purposes and 1000 and below for actual system statuses.
• You can customize the field after it has been added.

Lead Columns

Added missing lead columns to the leads page.

Fields

Fields has had an update to show more clearly what the true name and custom name are, as well as what type of field it is (Custom, Customized, or System).

New Lead Field

• PCP Office
  • This is for the full address of the PCP’s office.

Vendor Fixes

• The vendor post mappings have been updated to support all new fields added that were missing from the past few months.

Languages

Added New Languages. These are by default hidden and can be revealed by customizing the fields.

• Khmer (Cambodia)
• Vietnamese (Vietnam)
• Chinese (China)
• Tagalog (Philippines)
• Portuguese (Portugal)
• Portuguese (Brazil)

Lead Statuses

• The Sidebar now updates immediately upon dispositoning a lead. This prevents people trying to press other buttons after they have had final dispositions.
• Unconvert
  • You can now Unconvert a Lead that has been converted.
  • It will set the lead to the last known lead status.
    • When you unconvert an Relay Transfer Conversion it will remain an Relay Transfer.
    • When you unconvert an Appointment Conversion it will remain an appointment.
  • SuperAdmin only.
• Trash
  • When you trash a lead it now hides all other menu buttons except for Untrash
  • When you untrash a lead it will set the lead to the last known status.
  • Superadmin Only.
• Do Not Contact
  • You can now remove a lead from the DNC Status. It will set the lead to the last known status.
  • SuperAdmin only.
• Transferred
  • Transferred button changed to “Relay Transferred” for clarity.
  • Transferred was always meant to only work with the relay option.
• New Option: Settings -> Options -> Dialer
  • Appointment Conversion
    • When an appointment is set it assigns the agent as well as date_converted and the Appointment Status
      • This is mostly for people using the system to set appointments and RSVP’s
    • Default is off
  • Relay Transferred Conversion
    • When a Relay Transfer is set it assigns the agent as well as date converted and the Transferred Status.
      • This is mostly for people using the system for live transfers.
    • Default is off

External Lead Dispositions

In an effort to integrate further with other systems and dialers, we have added the ability to post lead status updates into the system.

You can find this new features under Settings -> Options under the Third Party Tab

You must map out all the statuses and user ids to match your system. If your system can hold TLDCRM User ID’s you can just set them to what they are by default.

Rules for how statuses work match how they work in the Contact screen.

Fields and Products

Added some quality of life changes to fields. Put a stop to being able to modify certain key fields. Added Field Settings to be able to customize fields further when necessary (commissions).

Asterisk Upgrade

Asterisk is now at the latest version 15.1

• This should help fix chanspy crashes.