June 23, 2025 Internal Office Meeting

In this meeting, we celebrated being #1 in volunteer hours, shared move-out reminders, announced a new remote agent, reviewed AHIP and bonus updates, clarified lead ownership rules, and highlighted handbook policies on personal calls and mail. The meeting notes are under the video: NOTES: Volunteer Results - #1 for all of Alliant in May (likely winner for all second quarter) We had 85 hours. Second place is 35 Alliant San Diego office Move updates - all desk drawers and filing cabinets must be empty. Start trashing items you aren’t moving now. Start taking personal items home now. Headphones, keyboard, mouse stays on desk No staff meeting 6/30. Last day of the month please focus on sales. Also, do not plan to do AHIP or other training on 6/30 New remote agent starting 6/30, Monica from Florida AHIP is open today, 6/23/2025. Agents block your calendars July 2-4 for at least 2 hours to take AHIP and carrier trainings. 2026 AHIP Contracting & Certifications Checklist Administrative Refresher Training for Agents with Kelly, July 7 and July 9 (pending) (2 sessions of the same training) MOO Agents Your MOO Dental post-sale email should include dental networks. MOO uses DenteMax and Connections Networks AND United Concordia in all states but NC. Use the DVH Plan Offerings at a Glance for Questions DVH Plan Offerings At A Glance2025 MOO new HI - 9am July 17 virtual agent training with Sandy Pitre. Agents should block calendars if not done already (Ryan please record) Hospice and Medicare Supplements - questions on canceling coverage Cigna bonus suspended after June 30 for our team due to application issues Mutual of Omaha bonus beginning July 1 - Underwritten only F, G, N ( July 1 - Sept 30 submitted and approved during these times. 5 minimum per month to qualify- AL, AZ, AR, CA, CO, CN, DE, FL, GA, IL, IA, KS, KY, LA, MA, MD, MS, MN, MI, NE, NH, NJ, NM, MC, ND, OH, OK, PA, SD, TN, TX, UT, VA, WV, WY Humana bonus beginning July 1 Humana Bonus -Underwritten only F, G, N July 1 - Sept 30 (submitted and approved during these periods only. 3 minimum per month to qualify) AZ, AK, CA, NW, TX, OK, KS, NE, WY, SD, ND, IA, IL, AR, LA, MS, AL, GA, FL, NC, NV, VA, WV, PA, DE, NJ, RI, NH, ME, MI (NOT CT, CO, ID, IN, KY, MA, MD, MN, MO, MT, NY, OH, OR, SC, TN, UT, VT, WA and WI) Humana to Humana downgrades (AOR retained by Humana) For external AOR, the client has to call Humana and ask AOR to be changed For internal AOR, a renewal will be paid without AOR change. Ex. Melanie wrote Plan G last year. Eleni wrote Plan N this year. LB appointments -new agents being audited to make sure 60% of business underwritten. “Rules of Engagement” and “Lead Ownership” Leads belong to the Agency and not the agent. Clients drive their experience—if they don’t want to wait for their agent to return, warm transfer them to an available agent. Agents who leave the Agency cannot take any client information with them. Agents should not contact clients or leads for any purpose other than duties assigned by SSN (ex. Do not sell our clients Tupperware) Agents cannot refer clients to anyone outside the Senior Savings Network without express permission from the Agency Principal in writing (E.g., Luke Ramsey for a financial referral is approved. But No referral of P&C leads has been approved.) All employees, agents and admins must check Radius before doing outreach to schedule appointments with leads/clients. Only consultation by phone or face-to-face creates ownership, not an email or text. A client/lead you haven’t touched in 3 months or more is not your client unless you have an appointment set. Ex. Humana MedSup can only be written 3 months prior to 65 Birthday. You spoke to client 6 months before their birthday and set a follow-up the month before their birthday to do the application. Clients who call may want to wait for the agent who last spoke with them. In this case, anyone answering should schedule with the agent they last spoke to. The client may, however, want to be served without waiting. If a client does not want to schedule a later time, available agents should help that client. We do not want to lose the sale to another brokerage that is available NOW to do an enrollment. What goes around comes around. Especially during AEP and IEP, we have lost clients who wanted to enroll now and we tried to get them to wait for the agent that did the first consultation. If a client does not enroll with you, you should set a firm follow-up appointment time to help guarantee your ownership of that lead. If you discussed medical and dental but not cancer or life for a client last month. Clients calling back to discuss options for life and cancer products belong to anyone unless they ask for you. Make sure your notes are thorough! Thorough notes and Follow-up is key to ownership! Agents and CSRs should not contact leads that have an appointment with another agent. Please check Radius before making outbound calls to leads If an agent is out unexpectedly, management will reassign their appointments to other available agents to honor the client’s requested appointment time. Do not jump on someone else’s calendar and take their leads. Do not reassign or reschedule your own leads if you aren’t coming to work. Agents on unexpected PTO should not reschedule their appointments or hand them off to a partner agent New Business processes - Gabby and Stormie Admin tasks—Admin tasks should include specific requests and not be benefits questions needed to help make a sale. Sales agents are responsible for getting EOBs and summaries of benefits to help clients decide on coverage options. Ex. Does Humana dental include ortho? prior to a sale answering this question is an agent task not an admin task. Ex. “Client is divorced.” Isn’t an admin task. What is the request? Unmerge accounts? Agent should make notes in Radius and if needed provide specific request, not statement. Handbook review of the week: Alliant Employee Handbook PERSONAL MAIL AND TELEPHONE CALLS. In general, Company facilities are available only for Company business. Due to the volume of business calls required during the business days, personal calls on Company telephones during working hours are to be kept to a minimum. Personal telephone calls (including cell phone calls)should be handled during non-work time (rest and meal periods). While in the office during working hours, employees are to keep their cell phones on vibrate or silent mode so as not to disturb others. Additionally, the Company will assume that all mail addressed to the office is official Company mail and will be opened by the office, even though it may be addressed to an individual. Employees should not have personal mail sent to them at the Company.

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