Medicare and Medicaid agents are scheduled to begin recording calls and providing a new disclaimer at the beginning of phone calls this fall during the Medicare Annual Enrollment Period. These changes directly result from new compliance rules from the Centers for Medicare & Medicaid Services (CMS).
Agents will be required to record calls with customers who want to discuss Medicare Advantage and/or Part D prescription drug plans. Recordings are retained for a minimum of 10 years. Agents must also recite a new, required disclaimer within the first 60 seconds of a 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.”
These new regulations were implemented to help protect you, the Medicare beneficiary. Please ask the licensed agent you work with if they comply with these new rules and if the recordings are stored on a HIPAA-compliant system to ensure security of your Personal Health Information (PHI). This will help provide you peace of mind by ensuring that your information is protected.