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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.

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