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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 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:

Multiplan_Engscript2025_Spark_M 9.30.24 Final.docx

Multiplan_Spnshscript2025_Spark_M.docx

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

<aside> 💡 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.

</aside>

1. Getting started:

Confirm your number under Agent Details and enable the feature under Communication Preferences in the Settings tab.

https://scribehow.com/shared/Getting_Started_with_Call_Recording__YHp9UwoZTQClhSbTw9shUw

<aside> 💡 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.

</aside>

2. Making Calls

Outbound and Inbound Calls

https://player.vimeo.com/video/913432838?h=9f2ed0a768&badge=0&autopause=0&player_id=0&app_id=58479

<aside> 💡 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.

</aside>

3. Managing Your Data

Viewing Call History and Downloading Calls

https://player.vimeo.com/video/915333582?h=45f0084c62&badge=0&autopause=0&player_id=0&app_id=58479

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.

Getting Started with Zoom

Getting Started with Dialpad

FAQ

When am I billed after reaching the free 150 hours of call recording?
How long will the calls be on the platform?
Can I delete calls from my platform myself?
Do you provide transcripts of the calls?
Can I use the number without recording?
Can I use a third-part service and then upload/store the calls on Spark?
How will I know an inbound call is for my Spark business number?
Can I change my Spark business phone number or use an old one?
Where can I learn about the amount of hours I have done?

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