Major League Insurance reduced non-compliance by 18% with AI call review
In Health Insurance, a missed question can mean a client ends up on a plan that doesn't cover their treatment. As Director of Operations, Eli Weil needed compliance visibility across 20+ agents, without budget to add headcount. Triple Session filled that gap.
From zero compliance visibility to every insurance call reviewed
“What Triple Session gives us as partners is peace of mind that we didn't have before. And the ability to proactively try and solve for potential issues down the road and look for the bad apples quicker.”
Eli Weil
Director of Operations @ Major League Insurance
The Problem
No compliance monitoring, only damage control
Compliance monitoring didn't exist
MLI had no system for monitoring whether agents were asking mandatory questions and providing clients with all the information they needed on calls. They found issues only after complaints and violations were flagged. By then, the damage was already done.
Coaching was either guesswork or reactive
One of MLI's partners dedicated himself to coaching agents. While it was effective, it often didn't target the issues that actually needed work. Without call-level data, he either guessed who needed help and on what, or waited for complaints to surface, making coaching mostly reactive.
The stakes of non-compliance were too high
When an agent skips questions about existing medications or doctors, clients can end up on plans that don't cover life-saving needs. A single compliance failure can trigger carrier complaints, put MLI's reputation at risk, and, in critical cases, threaten a client's life.
“To be blatantly honest, we didn't really have a solution for compliance monitoring. It was very reactionary— after we received a negative complaint or something on the back end that was negative.”
Eli Weil
Director of Operations @ Major League Insurance
“If we're coaching in areas that don't need help, then it doesn't help us. Before, we'd say, ‘I think this person's doing bad — he just got a complaint. Okay, let's coach him'. When we could have started coaching him a month before he even got the complaint.”
Eli Weil
Director of Operations @ Major League Insurance
The Solution
Real-time oversight that removed the risk out of insurance sales
A compliance dashboard that flags the real problems
Triple Session automatically catches missed questions or mishandled topics across every call, using custom scorecards built around MLI's specific compliance requirements. Now, Eli's team can see which agents are falling short and on exactly which parts of the script.
Coaching moved from reactive to targeted
Coaching at MLI now uses call-level breakdowns to find, in Eli's words, “flagrantly terrible” agents. With Triple Session, Eli caught and removed these agents before their behavior escalated into carrier violations or client fallout. Issues that used to silently compound now get caught at the source.
20+ agents monitored without a single new hire
Triple Session created a compliance supervision function that would have been impossible for MLI to staff. Now, every call gets reviewed. Every compliance gap gets surfaced. And it costs a fraction of what even one additional supervisor would have.
“If I wanted to supervise 20 agents, I would have to hire 30 people to listen to phone calls. But now we have that supervision at a fraction of the cost with Triple Session, and it's done in a matter of minutes. It just wouldn't happen otherwise. And since we've implemented it, the improvements are like night and day.”
Eli Weil
Director of Operations @ Major League Insurance
“This has given us a lot of control that we did not have before. Thank God we have Triple Session because supervising can now be done so quickly and smoothly compared to not having it. We went from not having a supervisor to having the best supervisor in a matter of few minutes.”
Eli Weil
Director of Operations @ Major League Insurance
About Major League Insurance
Major League Insurance is a health insurance agency that helps individuals find and enroll in the right health insurance plans. The business is run by four to five partners, with a sales office in the US and a nearshore operations team in Colombia. MLI adds roughly 2,000 to 2,500 new clients per month and holds a 4.9 Google rating.
The partnership that made it possible
MLI found Triple Session through Aspire, their FMO — a field marketing organization that supports independent health insurance agencies with carrier access, technology, and compliance resources. When Aspire identified the compliance gap, they connected Eli's team with the tool that closed it.
Your insurance agents are on calls right now. Are they compliant?
Triple Session gives operations and revenue leaders compliance visibility across every insurance call — without adding headcount or complexity.
