Did You Know: Call Recording

The Centers for Medicare & Medicaid Services (CMS) has rules for recording Medicare sales calls. Here are the main points:

• Calls to Record: The recording requirement applies to all sales and enrollment calls where specific plan benefits are discussed, and the goal is to enroll a customer in a Medicare plan. This includes both incoming and outgoing calls, as well as virtual meetings held using platforms like Zoom or FaceTime. 
• Record the Whole Call: Don’t stop recording in the middle. You need to record the entire call, including when you ask for permission to record and read the required disclaimer (on applicable calls).
• No Recording for In-Person Meetings: You don’t have to record face-to-face meetings for marketing and sales.
• Keep Recordings for 10 Years: Make sure your recording system is HIPAA compliant and can keep the recordings for at least ten years.
• Exceptions for Non-Enrollment Calls: Calls that don’t help people sign up, like questions about ID cards or general info, don’t need to be recorded.