If the member needs coverage in a state where you are not licensed, stop selling. Finish the call with your agency's Not licensed outcome and hand off or schedule a licensed peer.
Confirm the member state
Check residence and coverage state on the member record. A mistyped ZIP can point the call at the wrong market.
Check appointments separately
Open Carrier appointments. A missing carrier appointment is different from a missing state license.
Finish the call cleanly
Pick your floor's Not licensed disposition (often under Not eligible or Admin), add a short note with the state, and follow the handoff process. The outcome stays on the call record.
Pass the lead
On the member page, click Pass and pick an agent licensed in that state. Their callbacks and any open form fill go with it. See Pass a lead to another agent.