And one of the largest, most impactful was our retention team.
4. Or if these initiatives turn out well, could you, in fact, do better then? Jailendra Singh -- Credit Suisse -- Analyst. This tool, which has already been adopted by thousands of our customers since last month's launch, not only provides for a better enrollment process but also facilitates future interaction and post-transaction engagement, including plan analysis should customer needs, or plan structure change. Most of my questions have been answered, but I did want to go back to your assumptions around the growth in the online channel. I know the management team characterized the quarter as in line with your expectations. They don't always recall every drug that they're on. And it's going to be related by leveraging the core of experienced agents but by having a better performance of newer agents than we've seen in years past.
So that is one of the main reasons why we expanded our retention team in the run-up to AEP to add in agents to do outbound calling to our high-risk customers and to be able to handle a larger inflow with licensed agents for our existing customers. ... (line 13) most likely represents the point of view of.
And for high performers, this is a chance to earn more money in the long run. And so we know the client that's calling us is a patient of that hospital system. Makes sense. The compensation structure of our in-house agents was also adjusted to link a significant portion of it to persistency of their enrollments. How do you guys think about it for this year?
Start studying Great Expectations Test 1. So you're correct in remembering that.
We have made substantial investments in our platform in the last two years. [Operator instructions] Your first question comes from the line of Jailendra Singh from Credit Suisse. And then third, we have better technology for all of our agents to get up to speed faster. And we see great retention rates of our core agents. We undertake no obligation to update our comments or our guidance. In addition to partnering with major national chains, we are going deeper into the pharmacy and provider channel. So with that said, there are two drivers by which where the receivable will grow faster. OK.
Can you flesh out a little bit more, or did we understand that wrong? Got it. That would be my first question. This is compared to 36% in Q4 of 2019. I think last quarter, you mentioned that you expect agent productivity to go up around 10%. But of course, given the churn that we have seen, we are guiding to a lower LTV on a year-over-year basis. Your line is now open. And so the most important factor in churn is getting a senior into the plan that covers all of their doctors and all of their drugs. Now, I would like to review our operating expenses and profitability metrics. So $945 in Q4, up 5% sequentially. I want to remind you that these comments in our guidance are based on current indications for our business on our current estimates, assumptions, and judgment, which may change at any time.
We undertake no obligation or duty to update information contained in these forward-looking statements, whether as a result of new information, future events, or otherwise.
Yeah, that's a very astute observation.
So I know it's declining from 54,000 in the second quarter to 30,000 in the third quarter. And I guess it kind of brings us back to the bigger question of if LTV stems from a statistical model that looks back 24 months and trailing 12-month churn is up year on year, why wouldn't LTV continue to go down, I suppose? Is that when you expect to see the bump from the commission rate increase? George Sutton -- Craig-Hallum Capital Group LLC -- Analyst. That's astute observation, David. So they're engaged. Another factor that drives the model is really the volume of data. This will also be an AEP different from any other prior year given COVID and its impact on consumer behavior. And then the other would be the pharmacy channel where we assist the customers to enroll in Part D plans or MAPD plans, where the pharmacy client of ours is a preferred pharmacy, and that has been a rapidly growing business as well. Your line is now open. Well, I'd just like to ask the follow-up question, which is about commission receivable, both current and long term, because the rates of growth of that slowed in the third quarter on a sequential basis.
36% of our applications for these products were submitted by our customers online. Second one is, obviously, if our persistency improves. And so when somebody would call in and expressed that they wanted to cancel or make a change, 90% of those calls resulted in them remaining an eHealth customer. So you heard that correctly, and we clarified that on the call because there have been a lot of questions about that. Thanks for taking -- I have one question and one follow-up. So our guidance has a revenue spread range of $40 million and EBITDA spread of $15 million.
How has that been received so far? So one of the things that we're doing is getting feedback from our retention team back to our sales team on ways that they can be improving on the front end. So we had a very, very light comp in Q3 2019. Is that still the case here? Let me hand the conference over to the CEO, Mr. Scott Flanders, for the closing remarks. You should expect to see the initial impact of the comprehensive retention program that we put in place reflected in this metric in the first quarter of 2021. We saw very quickly got to over 10,000 enrollments in the customer center itself. Our customer engagement and retention initiatives are expected to have long-lasting, positive financial impact. As always, our customers are at the center of everything we do at eHealth, and we are acutely focused on enhancing and simplifying their experience by meeting them where they want to be, whether online through interaction with our licensed agent or customer care specialists or through a hybrid agent-assisted online enrollment. Oh, the retention figures. And I guess one final one. So maybe that could help, I suppose. There's a couple of different ways that we will get there. And then on your broader comment around kind of the sequential growth obviously, in Q2, last quarter, we did have a different environment with special enrollment period. But on the IFP part, I mean, you guys have already done close to $43 million in revenue for the year.