CMS Call-Recording Solutions

Just in time for AEP and Compliments of SMS

call recording video

SMS and Phone.com Have Joined Forces to Help You Meet CMS Call-Recording Regulations

 

3 Easy Steps to Get Started

Get Your Exclusive Code

Create Your Account at Phone.com

The Best of Both Worlds

Your AEP Solution for CMS
Call-Recording Regulations

Senior Market Sales® (SMS) now has some of the industry’s best call-recording solutions. They not only help you comply with new Centers for Medicare and Medicaid Services (CMS) call-recording regulations but also provide valuable business phone features you may not currently have. These solutions are being offered for free through the 2023 AEP season for agents producing with SMS.

Our goal is to help you remain compliant with as little disruption to your business and current sales process as possible. That’s why we decided on these solutions. They allow you to initiate and receive recorded calls from virtually anywhere, whether you’re on a desktop, landline or mobile device. One solution involves call-recording technology being integrated into Lead Advantage Pro®, so users can seamlessly record calls directly from that system. As a second option, we are also offering call-recording capability through Medicare Insurance Direct®.

Call-recording key features include:

10-year retention capability*

Easy one-click call recording

Integration with Lead Advantage Pro®

Call recording from desktops or mobile devices

Free call recording for producing SMS agents this AEP

An agent dashboard that allows users to easily search and retrieve recorded calls

Additional business phone system features such as video conferencing, text messaging, voicemail transcription and mobile app

 

*With an active account.

Frequently Asked Questions

About the CMS Requirements

The CMS ruling requires calls to be recorded that are part of the chain of enrollment in a Medicare Advantage or Part D plan, regardless of whether it’s with an existing client who is enrolling in a different plan or a new client. The chain of enrollment includes the steps taken by a beneficiary from becoming aware of a Medicare plan or plans to making an enrollment decision.

According to recently clarified CMS regulations, agents must end the phone call should the client choose not to be recorded.

Account Admin/Setup

You can sign up through customized links on our website or through Lead Advantage Pro (links coming soon). You will also need the special coupon code that we will provide you in order to get the exclusive deal.

Yes. You are welcome to port your existing number. In addition, Phone.com allows you to create a new number or to port your existing phone number into the phone.com system. Porting numbers can be confusing and time consuming. During this AEP, it may be best to create a new number just for call recording and maintain separate numbers. This is ultimately your choice.

Due to our strategic partnership with Phone.com, you will receive a customized admin control panel to make updates to your account and to listen to and download your recordings.

Yes. You can choose either an 800 number or a local number associated with your area code.

After connecting your phone.com account through an automated process in LA Pro, you will be able to click on an icon or the phone number. This action will cause your cell phone or landline to ring. Once you pick up the call, your client will be dialed immediately.

Yes. After your initial signup, you can easily add additional users to your account.

Recording Calls

Outbound calls made through the phone.com solution directly or through the LA Pro integration with phone.com will automatically be recorded and stored in the phone.com system.

You will have the option to receive calls on one or more of your desktop, landline and/or mobile device. Inbound calls to your phone.com phone number will automatically be recorded and stored in the phone.com system.

There is no need to start the recording as the phone.com system will be automatically set up to record all calls.

Yes. You can set up phone.com to ring on your desktop, your landline and your mobile phone all at once. You should never miss a call with this solution.

As a best practice, you should obtain your client’s consent to be recorded. You should notify them at the outset of the call that “This call is being recorded for compliance purposes.”
You will also need to convey the new CMS disclaimer within the first minute of the call: “We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”

For inbound calls, you can record a message that will be played automatically. We recommend:
“Thank you for calling _______. Please be aware that all calls are recorded for compliance and security purposes. We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”
For outbound calls from your phone.com number, you will need to advise the client that the call is being recorded and provide the CMS-required disclaimer verbiage.

Support

For help with troubleshooting go to Phone.com/support. Here you can get answers from help articles, utilize the chat function, submit a help desk ticket or call the help desk at 844-793-2030.

Phone.com Features

Yes, Phone.com offers a state-of-the-art video conferencing and screen sharing solution that is included with your account.

Phone.com’s solution allows you to send and receive text and image messages using your business phone number. The business text messaging included with your plan is limited to Person-to-Person messaging, otherwise known as conversational messaging. Limits on the number of daily SMS messages are designed to meet the latest carrier requirements and improve deliverability.

Pricing

SMS is providing Phone.com Pro Plan, which usually retails for $30 a month plus fees, at no cost through this AEP. This offer is good for SMS producing agents. We will regularly review agents’ production and activity to ensure they still qualify for the free tool.

You will have an agreement with Phone.com that will be on a month-to-month basis or can be annual. With month-to-month, you have the ability to cancel at any time.

The industry, requirements and solutions continue to evolve. We will monitor those evolutions and provide updates going forward.

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Getting Started

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SMS has worked with its technology partners to develop solutions to assist its agents in managing call recording requirements under CMS regulations effective for the 2023 plan year. Please note that none of the information provided by SMS in regard to these technology solutions should be taken as legal advice, or as a guarantee that use of any particular technology will fulfill your regulatory or contractual requirements. You are responsible for understanding all call recording obligations that are applicable to you, and for ensuring that you are using our technology solutions in a manner that will allow you to meet those obligations. The solutions provided by SMS are not the only options available for management of your call recording obligations.