Review periodJul 17 to Oct 16, 2026
Calls reviewed78 inbound calls from 72 callers
ProducersHugo · Unika · Brian · Ricky · John · Kelly · Nikki
Inbound calls
01
Snapshot
Jul 17 to Oct 16, 2026
78
Inbound Calls
From 72 callers
49 of 78
Reached a Person
Line picks up in 2.0 seconds; 29 ended on hold, at voicemail or unanswered
44
Conversations
60 seconds or longer, with 43 callers
24:23
Average Length
Median 24:19 · range 1:15 to 95:30
28
Quotes Given
28 of 43 callers reached in a conversation
2
Households Sold
3 policies; one sale not yet logged in GOAL
17h 53m
Total Talk Time
The 44 conversations
8
Next Steps Booked
Dated follow-up on 8 of 27 open quotes
60 of 72
Dispositions Missing
No outcome logged in GOAL
02
Call Funnel
Jul 17 to Oct 16, 2026
Share of inbound calls
Inbound callsfrom prospects
100%
Reached a personanswered live
63%of calls
Conversations60 seconds+
56%of calls
Quotedcallers given a price
36%of calls
Soldhouseholds bound
3%of calls
A person answered 49 of 78 calls. The line picks up in about 2.0 seconds, then callers hear a greeting and hold message: 9 calls rolled to voicemail after about three minutes, 17 ended during the greeting or hold, and 3 went unanswered. 28 callers were quoted and 2 households bought: Carolyn Demmer (home and auto, on the call) and Joseph Evans (marked Sold in GOAL). Median conversation 24:19, range 1:15 to 95:30, 17h 53m total talk time.
Caller Outcomes
72
callers
Sold2
Quoted, follow-up set13
Quoted, no next step14
Talked, no quote15
Short or missed28
03
Calls at a Glance
Every conversation of 60 seconds or longer · Jul 17 to Oct 16, 2026
| Caller | Date | Producer | Length | Status | Notes |
|---|---|---|---|---|---|
Carolyn Demmer | Jul 29 | Hugo | 33:11 | Sold | Home $1,933/yr and auto $265.18/mo, about $400 a month below her current auto bill. Both start Aug 5. Not yet marked Sold in GOAL. |
Truman Williamson | Jul 28, Sep 9 | Hugo, Unika | 61:24, 95:30 | Quoted | Home, five vehicles, motorcycle and umbrella. Latest $1,490/mo vs $1,310 today; Unika was reworking the home side with a 2:30 PM callback. |
Gregory Olsen | Aug 12 | Ricky | 46:01 | Quoted | Two vehicles plus renters at $474/mo vs about $2,500 every three months today. Emailed for his wife, who handles the insurance. |
Edibray Polo | Aug 21 | Brian | 33:53 | Quoted | Home $1,275/yr and auto $849 per six months, a little above his current bill. Emailed; Hugo to follow up before his October renewal. |
Linda Renz | Aug 10 | Hugo | 32:31 | Quoted | Home and auto reworked from $479.52 to $411.79/mo vs $407 today. Quote emailed; she planned to call back the next morning. |
Marcia Capps | Jul 30 | Hugo | 31:26 | Quoted | Manufactured home $713.49/mo with no current coverage. Quote emailed; she called back Sep 4 and reached voicemail. |
Virgil Johnson | Sep 14 | Brian | 28:34 | Quoted | Auto $225.73/mo with his current policy ending that night. Quote texted; reviewing it with his partner. |
Rick Reynolds | Jul 27 | Ricky | 27:45 | Quoted | Home and auto bundle at $520/mo, the first quote he received. Emailed so he could compare. |
Mike Killou | Aug 13 | Hugo | 27:02 | Quoted | Home reworked to $2,210/yr and auto $404/mo vs $1,500 and $360 today. Quote emailed; callback set for Friday afternoon. |
Debby Kaufman | Sep 30 | John | 26:36 | Quoted | Two vehicles $345 to $385/mo vs $289 today. John to rerun it through a partner company and text back. |
Brenda Gamble | Aug 28 | Hugo | 25:02 | Quoted | Home $1,791/yr and auto $198.53/mo. Proposal texted; callback set for 5 PM that day. |
Jessica Headrick | Sep 1 | Hugo | 22:33 | Quoted | Auto with renters and roadside $615/mo vs $181 today; renters alone $20.99/mo with a Friday 4 PM callback. Auto revisit set for next September. |
Luevelma Landrove | Aug 27 | Not named | 22:22 | Quoted | Liability about $179/mo through a partner company, or $187.61/mo with renters. Planned to call back Sep 9 to start. |
Belia Carrera | Aug 14 | Hugo | 19:50 | Quoted | Auto and renters reworked to $276.77/mo vs $264 today. Leaning toward staying; quote emailed with a Monday callback. |
Kenneth Hall | Sep 28 | Brian | 36:37 | No next step | Auto $168/mo and home $454/mo. Checking with his son; Brian texted his direct line and offered a three-way call. |
Janet Roberson | Aug 7 | Unika | 31:00 | No next step | Auto $800 to $846 per six months vs $600 today; home $3,414/yr. Took Unika's direct line to compare. |
Dominique Dutarte | Sep 3 | Unika | 29:47 | No next step | Home $1,280/yr vs $1,468 today; auto $83/mo. Just starting to shop and said she would be in touch. |
Cleo Sanchez | Jul 29 | Ricky | 28:54 | No next step | Home $170.53/mo and auto about $286/mo bundled vs $259 today for auto. No decision on the call. |
Sandra Click | Aug 19 | Unika | 28:01 | No next step | Home and auto $375.41/mo vs $351 today and a $289.82 offer elsewhere. Leaning toward the other offer. |
Philip Thomas | Aug 12 | Not named | 25:38 | No next step | Home $9,100 to $9,573/yr and auto $1,762 per six months, about double the $3,900 he pays today. |
Jerald Johnson | Jul 28 | Hugo | 25:24 | No next step | Home $6,021/yr and auto $513.50/mo vs under $300 today for auto. Proposal texted; try again at renewal. |
Rich Prilliman | Jul 27 | Ricky | 23:28 | No next step | Home $2,760/yr and liability auto $580 per six months. Above his expectations; he is comparing many quotes. |
Graham Bauman | Aug 27 | Unika | 22:09 | No next step | Home $323/mo vs $164 today. He already had his home policy with the company the agency writes for. |
Joyce Burton | Sep 8 | Hugo | 15:56 | No next step | Home $3,824 to $4,428/yr vs $2,500 today with a higher deductible. Keeping her current policy for now. |
Irma Williams | Aug 4 | Hugo | 15:32 | No next step | Home $7,125/yr vs $183/mo today. Declined. |
Mary Caldera | Aug 26 | Hugo | 13:56 | No next step | Auto reworked from $298 to $256/mo vs under $200 today. Declined. |
Alfredo Aquino | Aug 3 | Hugo | 12:58 | No next step | Monica Aquino called. One vehicle $333.91/mo, or $282.56 bundled, vs $230 for two today. Declined. |
Ronald Hale | Aug 7 | Hugo | 9:08 | No next step | Liability $72.06/mo with higher limits vs $64.10 today. Asked to be called if a lower option comes up. |
Celia Torres | Aug 6 | Not named | 49:45 | No quote | No summary or outcome on file. |
Carol Spring | Aug 25 | Brian | 34:58 | No quote | Manufactured home; the replacement cost needed review. Brian to call back with a quote. Renews January or February. |
Michael Sr. | Sep 1 | Brian | 29:17 | No quote | Home and auto. Records needed sorting before a quote; Brian to call back. |
Jeanette Shepherd | Jul 27 | Not named | 23:36 | No quote | No summary or outcome on file. Her first call that day reached voicemail. |
Betty Mendoza | Sep 3 | Unika | 16:25 | No quote | Home. Eligible once her new auto policy has three months; Unika to reach out in about two months. |
Martha Robles | Aug 7 | Ricky | 14:51 | No quote | Home and three vehicles. Waiting on one vehicle's details; callback set for Monday at 10 AM. |
Anuj Sharma | Aug 5 | Hugo | 14:26 | No quote | Home and auto. Asked for three deductible options by email. |
Mark Lawhorn | Oct 14 | Brian | 8:26 | No quote | Liability on a pickup. Needed a type of coverage the agency does not offer; no quote. |
Manuel Romero | Jul 24 | Hugo | 6:25 | No quote | Home and auto. Ended the call on learning which company the agency represents. |
Bertie Fife | Sep 16 | Unika | 6:16 | No quote | Home, auto and a camper. Callback set for 11 AM the next day with a reminder text. |
Ellen Prewitt | Aug 21 | Kelly | 4:48 | No quote | Home. Her online details did not come through; Kelly offered a callback within the hour. |
Fred Brown | Aug 19 | Hugo | 3:46 | No quote | Already a customer of the company the agency writes for; given its service line to move his policy. |
Harry Haynes | Aug 17 | Hugo | 3:38 | No quote | Home. The call ended while details were being collected. |
Kathy Davis | Aug 6 | Hugo | 3:02 | No quote | Auto. Her form details had not come through and she chose not to continue. |
Ricky Blanton | Aug 28 | Nikki | 1:15 | No quote | Asked whether the agency is independent; already had a quote from the same company. |
Sold after a short call: Joseph Evans (Aug 20) is marked Sold in GOAL; his recorded call reached the hold message. Voicemail after hold: Timothy Boone (Jul 24), Vic Leak (Jul 27), Clarence Henderson (Jul 29), Willie Saunders (Aug 4), Amadu Jalloh (Aug 20, left a message), Pamela Porter (Oct 1, left a message), Cecil Thompson (Oct 5), plus first or repeat calls from Jeanette Shepherd and Marcia Capps. Missed: Irma Puterbaugh (Aug 4), Crystal Ramirez (Sep 8), Cara Hardin (Oct 2). Answered, under 60 seconds or no reply: James Brown (0:33), William Durham (0:50, wanted a price without the details), Tammy Roberts (0:58, callback set for 2 PM), Oscar Hernandez (1:25, no response when Unika answered), Charles Hunter (0:23, Oct 15, hung up after the greeting). Ended during the greeting or hold: Loyd Adams, Homer Cox, Julie Curry (no audio), Leroy Douglas (two calls), Randy Price, Farid Rashzad, Mario De Los Santos, Adolfo Orozco Jr, Khosrow Kavossi, Rachel Garcia, Deborah Perkins, William Frizzle, Teallie Luke (two calls), and Celia Torres's first call. No repeated ring bursts in this period.
04
Follow-Up List
Worth calling this week
1
Charles HunterCall Today
Home caller who reached a team member on Oct 15 but hung up after the greeting. No status logged yet.
Last call: Oct 15 · 0:23
2
Pamela PorterCall Today
Home caller who waited on hold and left a voicemail. No conversation on file.
Last call: Oct 1 · voicemail
3
Cecil ThompsonCall Today
Auto caller who reached voicemail after the hold message. No conversation on file.
Last call: Oct 5 · voicemail
4
Cara HardinCall Today
Home caller whose call was not answered. Never reached.
Last call: Oct 2 · missed
5
Marcia CappsCall Today
Quoted $713.49/mo on a manufactured home with no current coverage. She called back about it and reached voicemail.
Last call: Sep 4 · voicemail
6
Michael Sr.Call Today
Brian was sorting out his records to finish a home and auto quote. Confirm the quote reached him.
Last call: Sep 1 · Brian · 29:17
7
Crystal RamirezCall Today
Auto caller whose call was not answered. Never reached.
Last call: Sep 8 · missed
8
Amadu JallohCall Today
Left a voicemail asking for an evening callback about home insurance. No conversation on file.
Last call: Aug 20 · voicemail
9
Celia TorresCall Today
A 50-minute call with no summary or outcome on file. Confirm where it landed.
Last call: Aug 6 · 49:45
10
Jeanette ShepherdCall Today
A 24-minute call with no summary or outcome on file. Confirm where it landed.
Last call: Jul 27 · 23:36
11
Linda RenzRenews Oct or Apr
Quoted $411.79/mo vs $407 today. Her current policy renews in October or April, so check in now.
Last call: Aug 10 · Hugo · 32:31
12
Betty MendozaCall in November
Eligible for a home quote once her auto policy reaches three months. Unika planned to call back about two months after Sep 3.
Last call: Sep 3 · Unika · 16:25
13
Carol SpringRenews Jan or Feb
Finish the manufactured home quote ahead of her renewal.
Last call: Aug 25 · Brian · 34:58
14
Jessica HeadrickAuto Revisit Sep 2027
Renters quoted at $20.99/mo with a Friday callback; confirm whether it was written. Revisit auto next September.
Last call: Sep 1 · Hugo · 22:33
15
Dominique DutarteQuoted
Home quote $188 a year below what she pays today. Call back and lead with the savings.
Last call: Sep 3 · Unika · 29:47
16
Gregory OlsenQuoted
$474/mo vs about $2,500 every three months today. Offer a time to walk through it with his wife.
Last call: Aug 12 · Ricky · 46:01
17
Kenneth HallQuoted
Auto and home quoted while he checked with his son. Follow up on the three-way call Brian offered.
Last call: Sep 28 · Brian · 36:37
18
Truman WilliamsonQuoted
Two long quoting calls. Confirm the 2:30 PM callback happened and where the reworked home quote landed.
Last call: Sep 9 · Unika · 95:30
19
Virgil JohnsonQuoted
Auto $225.73/mo, sent by text. Check whether he found coverage and log the outcome.
Last call: Sep 14 · Brian · 28:34
20
Debby KaufmanQuoted
Confirm John sent the partner company quote he promised.
Last call: Sep 30 · John · 26:36
21
Mike KillouQuoted
Confirm the Friday callback happened and log the outcome.
Last call: Aug 13 · Hugo · 27:02
22
Brenda GambleQuoted
Confirm the 5 PM callback happened and compare with her current bill.
Last call: Aug 28 · Hugo · 25:02
23
Luevelma LandroveQuoted
Planned to start on Sep 9. Confirm whether she did and log the outcome.
Last call: Aug 27 · 22:22
24
Rick ReynoldsQuoted
Home and auto at $520/mo, sent by email. Ask how it compared.
Last call: Jul 27 · Ricky · 27:45
25
Martha RoblesLoose Next Step
Confirm the Monday 10 AM call happened and finish the home and auto quote.
Last call: Aug 7 · Ricky · 14:51
26
Bertie FifeLoose Next Step
Confirm the 11 AM appointment happened and the home, auto and camper quote went out.
Last call: Sep 16 · Unika · 6:16
27
Anuj SharmaLoose Next Step
Send the three deductible options he asked for, if not already done.
Last call: Aug 5 · Hugo · 14:26
28
Ronald HaleLoose Next Step
Asked to be called if a lower liability option comes up. Try state minimum limits under $64.10.
Last call: Aug 7 · Hugo · 9:08
Call Today: never reached a person, a quote still owed, or no outcome on file. Dated tags: a renewal, eligibility or revisit date is known. Quoted: quote given, outcome not logged. Loose Next Step: details or a callback still needed to finish the quote. Carolyn Demmer and Joseph Evans are sold and left off, as are callers who chose to keep their current policy. No caller asked not to be contacted. Older July and August voicemails are listed under Calls at a Glance.
05
Coaching Focus
By producer · Jul 17 to Oct 16, 2026
49 of 78
calls reached a person
28 of 43
callers in a conversation got a quote
8 of 27
open quotes with a dated next step
12 of 72
callers with an outcome logged in GOAL
Hugo19 conversations · 14 quoted · 1 sold
Keep Doing
Sold Carolyn Demmer home and auto on one call, about $400 a month below her current auto bill, and set up payments and onboarding before hanging up.
Sold Carolyn Demmer home and auto on one call, about $400 a month below her current auto bill, and set up payments and onboarding before hanging up.
Keep Doing
Reworks quotes toward the caller's budget and books a time to talk again: Mike Killou (Friday), Belia Carrera (Monday), Brenda Gamble (5 PM) and Jessica Headrick (Friday at 4 PM).
Reworks quotes toward the caller's budget and books a time to talk again: Mike Killou (Friday), Belia Carrera (Monday), Brenda Gamble (5 PM) and Jessica Headrick (Friday at 4 PM).
Opportunity
Ask what the caller pays today before building the quote. Irma Williams, Mary Caldera and Jessica Headrick heard a price well above their current bill only at the end of a long call.
Ask what the caller pays today before building the quote. Irma Williams, Mary Caldera and Jessica Headrick heard a price well above their current bill only at the end of a long call.
Opportunity
Mark Carolyn Demmer as Sold in GOAL; her home and auto sale is not logged yet.
Mark Carolyn Demmer as Sold in GOAL; her home and auto sale is not logged yet.
Unika7 conversations · 5 quoted
Keep Doing
Confirms appointments in writing, as with Bertie Fife's 11 AM callback and 9 AM reminder text, and stayed with Truman Williamson through a 95-minute multi-policy review.
Confirms appointments in writing, as with Bertie Fife's 11 AM callback and 9 AM reminder text, and stayed with Truman Williamson through a 95-minute multi-policy review.
Opportunity
Dominique Dutarte's home quote was $188 a year below what she pays today. Lead with savings like that and set a dated follow-up before the call ends.
Dominique Dutarte's home quote was $188 a year below what she pays today. Lead with savings like that and set a dated follow-up before the call ends.
Opportunity
Ask early about other quotes in hand, as Sandra Click already had one, and put Betty Mendoza's November eligibility date on the calendar.
Ask early about other quotes in hand, as Sandra Click already had one, and put Betty Mendoza's November eligibility date on the calendar.
Brian6 conversations · 3 quoted
Keep Doing
Explains value beyond price, such as how roof coverage changes as a roof ages (Edibray Polo) and why higher liability protects what a caller has built (Kenneth Hall), and offered Kenneth a three-way call with his son.
Explains value beyond price, such as how roof coverage changes as a roof ages (Edibray Polo) and why higher liability protects what a caller has built (Kenneth Hall), and offered Kenneth a three-way call with his son.
Opportunity
Carol Spring and Michael Sr. ended with a promise to call back and no quote on file. Set a specific callback time and log the quote once it goes out.
Carol Spring and Michael Sr. ended with a promise to call back and no quote on file. Set a specific callback time and log the quote once it goes out.
Opportunity
When the agency cannot write what a caller needs, as with Mark Lawhorn, point them to where they can get it and keep their details for later.
When the agency cannot write what a caller needs, as with Mark Lawhorn, point them to where they can get it and keep their details for later.
Ricky5 conversations · 4 quoted
Keep Doing
Builds full home and auto bundles and booked a set time with Martha Robles (Monday at 10 AM) to finish her quote.
Builds full home and auto bundles and booked a set time with Martha Robles (Monday at 10 AM) to finish her quote.
Opportunity
Gregory Olsen's $474/mo quote compares well with the roughly $2,500 every three months his household pays today. Book a time with his wife, who makes the decision, and lead with the savings.
Gregory Olsen's $474/mo quote compares well with the roughly $2,500 every three months his household pays today. Book a time with his wife, who makes the decision, and lead with the savings.
Opportunity
Long calls can drift into other topics. Bring the conversation back to the quote and close with a set next step.
Long calls can drift into other topics. Bring the conversation back to the quote and close with a set next step.
TeamPhone coverage and tracking
Keep Doing
The phone system picks up every call in about 2.0 seconds, and the 44 conversations averaged 24:23 of thorough quoting.
The phone system picks up every call in about 2.0 seconds, and the 44 conversations averaged 24:23 of thorough quoting.
Opportunity
29 of 78 calls did not reach a person: 9 rolled to voicemail after about three minutes on hold, 17 ended during the greeting or hold message, and 3 went unanswered. A shorter hold before voicemail, or an overflow line, would catch more of these callers.
29 of 78 calls did not reach a person: 9 rolled to voicemail after about three minutes on hold, 17 ended during the greeting or hold message, and 3 went unanswered. A shorter hold before voicemail, or an overflow line, would catch more of these callers.
Opportunity
Return voicemails the same day. Amadu Jalloh and Pamela Porter left messages with no conversation on file, and Marcia Capps reached voicemail when she called back about her quote.
Return voicemails the same day. Amadu Jalloh and Pamela Porter left messages with no conversation on file, and Marcia Capps reached voicemail when she called back about her quote.
Opportunity
Three callers already had a policy with the company the agency writes for (Fred Brown, Graham Bauman, Ricky Blanton). Ask about the current company at the start of the call.
Three callers already had a policy with the company the agency writes for (Fred Brown, Graham Bauman, Ricky Blanton). Ask about the current company at the start of the call.
Opportunity
12 of 72 callers have an outcome logged in GOAL, and Carolyn Demmer's sale is not marked. Logging Quoted and Sold shows GOAL which leads turn into customers.
12 of 72 callers have an outcome logged in GOAL, and Carolyn Demmer's sale is not marked. Logging Quoted and Sold shows GOAL which leads turn into customers.
All conversion metrics calculated based on Leads, not Clicks.GOAL · Inbound Call Review · Jul 17 to Oct 16, 2026