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Record Your Calls

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Record your calls

You must comply with CMS’ rule requiring agents to record telephonic conversations with beneficiaries (new and existing clients).

What calls do I need to Record?

CMS requires agents and brokers to record all calls (inbound and outbound) related to marketing, sales, and enrollment in their entirety. This applies to all agents whether you are a call center agent or a field agent completing a telephonic appointment. This includes:

• A verbal Scope of Appointment that you capture over the phone
• Any plan discussion, including Doctors and Prescriptions, sales presentation, Individual plan recommendations for the client, summary of benefits (sales appointments)
• Completion of an enrollment application with the client
• Any Retention-based marketing calls (influencing a beneficiary’s decision to stay enrolled in a plan)
• Marketing also includes materials that mention any benefits, including widely available benefits such as dental, vision, hearing, premium reduction, cost savings.”

You are required to retain these recordings for at least 10 years. Recordings of these calls will need to be provided to the carrier in the event of a CMS audit due to a customer complaint.

As of October, 2023 - Call recording requirements are limited to the marketing, sales and enrollment calls; you are on not required to record appointment scheduling, invites to an event, or follow up calls to ensure client received ID cards.

View our recommended Call Recording Scripts below:

Spark Call Recording Feature

How it works

Whether it’s an inbound or an outbound call, you will receive a Spark business phone number with the Call Recording feature. The first 150 hours are free of charge and then you will be billed $.02 per minute. It works as a triangular phone system:

• You call agents within the platform from their profile
• The system calls you from your Spark business phone number and you answer the call
• The system then calls your contact and connects and records the call

OR

• Contacts call your Spark business phone number
• The call forwards to your device and records the call after you’ve answered it

1. Getting started:

Confirm your number under Agent Details and enable the feature under Communication Preferences in the Settings tab.

2. Making Calls

Outbound and Inbound Calls

3. Managing Your Data

Viewing Call History and Downloading Calls

Other Options

We have selected the other choices below based on price and feature quality.

We recommend the options below as they do not require:

• (a) calling into another line
• (b) the client to hear an automated recording at the start of the call
• (c) being on the software platform when you receive a call. The solutions outlined below seamlessly support inbound and outbound calls with a click of a button.
• (d) you are required to record all calls with beneficiaries, including all calls before and after an enrollment. If a client calls your cell phone or you cannot access your quote & enroll tool, then you will be unable to record the call.

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Getting Started with Dialpad

“I plan to enroll clients frequently over the phone”

Explore plan options HERE

Why we like it:

• Tons of customization
• Great for agents on the go
• Mobile and Desktop app are smooth and easy to use
• Store your recordings in the Cloud
• You’ll have your own enrollment number
• Fully HIPAA compliant

Standard Plan

Recommended for individual agents and small teams

$23/month

$15/month if billed annually

• HIPAA/BAA Compliant
• On Demand Call Recording
• No Automatic Call Capabilities
• Real Time Call Transcriptions
• Save Call Recordings to Google Drive
• Live Support 24 hrs/day M-F

Pro Plan

Recommended for agencies and for automatic call recording

$35/month

$25/month if billed annually

• HIPAA/BAA Compliant
• On Demand Call Recording
• Automatic Call Recording
• Real Time Call Transcriptions
• Multiple Phone Numbers per Account
• Save Call Recordings to Google Drive
• Live Support 24/7

How to Sign Up

Here’s the instructions to create your Dialpad account.

How to Record a Call

View the Dialpad Guide to record a call HERE

How to set a automated call recording and compliant greeting.

Here’s a walkthrough on how to set up auto-recording in Dialpad PRO accounts.

FAQ

Account Set-Up

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Will I need a new phone number to use Dialpad?

If you would like to use an existing number for your Dialpad account you will need to move your phone service over to Dialpad. You will need to replace your old cell phone number if you’d like to keep your phone carrier service.

If you would to keep your existing phone service you will need to activate a new number, which Dialpad can provide.

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I have a VOIP number, can I port that number to Dialpad?

Yes you can port an existing VOIP number, but you will need to leave the previous phone service for the number.

HERE’s a guide to porting call.

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Can I port my existing work number to Dialpad?

Dialpad can initiate port requests for US-based local or toll-free numbers.

• Local ports can be requested through an online form in your account
• Toll-free ports are requested by contacting the Dialpad Support Team with a filled-out letter of authorization

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How am I billed for Dialpad?

Dialpad accepts all major credit cards. You will be charged on a month-to-month basis. If you'd like to be invoiced instead, contact the Dialpad Sales Team.

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Can I make and record calls on my cell phone and desktop computer?

Yes, you can make and record calls using any device that you have downloaded the Dialpad app, logged into your account and connected to the internet.

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When I sign up with dial pad do I have to have my phone service with them?

Your cell service will remain with current provider.

Dialpad’s application will sit inside of your phone. When someone dials your cell number, that call will come across as normal. When someone dials your Business number, it will come through on your Dialpad Application through your cell phone.

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Is Dialpad HIPAA Compliant?

Yes Dialpad is HIPPA compliant. See below for Dialpad’s HIPAA compliance info.

Dialpad- HIPAA Compliance.pdf144.9KB

Recording Calls

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Does Dialpad auto-record or record on-demand?

Dialpad Pro accounts support automatic call recording. Standard accounts do not.

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How do I start/stop call recording on cell and desktop app?

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Can an intro to state “This call is being recorded” and the CMS Medicare disclaimer be set up to automatically run as soon as the call comes in?

Yes, you can create a pre-made greeting with your Dialpad Pro account which can include the CMS disclaimer.

Storing Recordings

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How can I access my call recordings?

You’ll be able to access be heading to your Dialpad account at https://dialpad.com/app and clicking on “Recordings”

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Are recordings stored associated with the contact I called, or who called in?

Yes, the call recordings will be stored based on the phone number or contact name from the call.

FAQ

• Record your calls
• What calls do I need to Record?
• Spark Call Recording Feature
• How it works
• 1. Getting started:
• Confirm your number under Agent Details and enable the feature under Communication Preferences in the Settings tab.
• 2. Making Calls
• Outbound and Inbound Calls
• 3. Managing Your Data
• Viewing Call History and Downloading Calls
• Other Options
• Getting Started with Zoom
• Getting Started with Dialpad
• FAQ