Medicare-CMS Limits the Requirement on Recorded Calls

Marketing, sales, and enrollment calls are the only types of calls that need to be recorded, per CMS. Marketing includes retention-based marketing, or influencing a beneficiary's decision to stay enrolled in a plan. Starting July 10, 2023, marketing will also include materials that mention any benefits, including widely available ones such as dental, vision, and hearing, premium reduction, and cost savings.

When conducting marketing, sales, or enrollment calls virtually (e.g., video calls), agents must still record the calls. However, only the audio portion of the calls needs recorded (not the video portion).

Agents should not need to record calls to simply set appointments or check in after sales.

MedHelpCenter.us recommends that you call the Senior Health Insurance Agency at 813-592-8568 for further explanation.