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) starting Oct 1, 2023.

What calls do I need to Record?

CMS requires you to provide recordings of any inbound or outbound phone or video call conversations with beneficiaries that discuss:

Individual plan recommendations for the client (sales appointments)
Completion of an enrollment application with the client
Over the phone Scopes of appointment

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 September 2023 - Call recording requirements are limited to the point of enrollment: you no longer need to record appointment scheduling or retention activities.

Click here to view our recommended Call Recording Scripts or download below:

Recording Script __ CMS requirement (1).pdf60.9KB

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

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

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Please Note: If an agent is calling you, upon answering it, you’ll be notified with the voice message “this call will be recorded”. This will help ensure that you are aware that an agent is calling your Spark business phone number.

1. Getting started:

Confirm your number under Agent Details and enable the feature under Preferences in My Account.

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Reminders: - Agents and contacts should save this number in their devices to avoid calls being marked as spam in the future. - At this time, if you enable call recording and then disable it your number will be lost. So, if you wanted to enable the feature again in the future, you will be given a different number. - Agents are unable to change the number given to them. The features tries its best to have a similar area code based on the location of the agent.

2. Making Calls

Outbound and Inbound Calls

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Reminders: - For the call to be recorded and added to the platform, you must make the call directly from the platform. - Inbound calls must dial your specific Spark business phone number, which can be found under Preferences in My account after you’ve enabled the feature. - You can also make these calls from Spark Mobile.

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 Zoom

“I’m new to Medicare and/or phone sales”

Getting Started instructions here

Why we like it:

Easy to use
Video Call and Dial-In Features
Unlimited Meetings
Store recordings to the Cloud
No need for a new phone number
Fully HIPAA compliant

Pro Plan

Recommended for individual agents and small teams

$15/month

How to Sign Up

Follow the instructions HERE to create your free Zoom Account
Follow the instructions HERE to complete a BAA for your Zoom account. This is required for HIPAA compliance.

How to Record a Call

Follow the instructions HERE for how to record a call on Zoom.

How can my Clients dial in to a Zoom meeting?

Follow the instructions HERE for instructions on how your clients can dial into your Zoom meetings.

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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

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When am I billed after reaching the free 150 hours of call recording?

You are billed monthly and are charged $.02 per minute.

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How long will the calls be on the platform?

Indefinitely, so you are able to download them at your convenience.

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Can I delete calls from my platform myself?

No, but you can reach out to the Support team for assistance.

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Do you provide transcripts of the calls?

At this time, we do not support transcripts with the recordings.

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Can I use the number without recording?

Yes, if you make an outbound call, you can select the option for Do Not Record.

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Can I use a third-part service and then upload/store the calls on Spark?

At this time, that is not a feature included.

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How will I know an inbound call is for my Spark business number?

Upon answering, you will be prompted with a voice message.

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Can I change my Spark business phone number or use an old one?

At this time, no, you must use the number you are given if you want to use the Call Recording feature within Spark.

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Where can I learn about the amount of hours I have done?

Reach out to the Support team to get more information on your call usage.

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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 Preferences in My Account.
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