Did you know that CMS requires most Medicare-related sales calls to be recorded?
As part of its ongoing effort to ensure transparency and protect beneficiaries, the Centers for Medicare & Medicaid Services (CMS) has established clear rules regarding call recording for agents selling Medicare Advantage and Part D plans. Understanding and following these rules is essential—not only for compliance, but for building trust with your clients.
Here’s what every agent needs to know about call recording requirements during Medicare sales.
Which Calls Must Be Recorded?
The call recording requirement applies to all sales and enrollment conversations where specific Medicare plan benefits are discussed. This includes:
- Outgoing calls to prospective clients
- Incoming calls from beneficiaries
- Virtual meetings conducted over Zoom, FaceTime, or other online platforms
If your goal is to enroll someone—or discuss specific plan features—you need to record it.
Record the Entire Call
CMS requires that the entire call be recorded from start to finish. That includes:
- Asking for and obtaining permission to record
- Delivering any required disclaimers (where applicable)
- The full sales discussion and enrollment process
Do not pause, stop, or edit the recording midway through.
A full, uninterrupted recording is required to remain compliant.
In-Person Meetings Are Exempt
There is no requirement to record face-to-face meetings conducted for Medicare marketing or enrollment purposes. This includes appointments at a client’s home, in your office, or at events.
That said, even without a recording requirement, the same disclosures and ethical standards still apply.
Storage: Keep Recordings for 10 Years
Call recordings must be securely stored for at least 10 years and should be:
- HIPAA-compliant
- Easily accessible in the event of a CMS audit or client inquiry
If your current system can’t meet those standards, it’s time to upgrade or consult with your FMO or technology provider.
What Doesn’t Need to Be Recorded?
Not every call with a Medicare beneficiary falls under this rule.
Examples of non-enrollment-related calls that do not require recording include:
- General inquiries about Medicare eligibility
- Requests for ID cards or billing information
- Questions about appointment scheduling or paperwork
When in doubt, if you’re not discussing specific plan benefits or aiming to enroll the client, the call likely doesn’t need to be recorded.
Final Thoughts
Call recording may feel like just another compliance box to check—but it’s also a valuable tool. Recordings protect you, your clients, and your business by ensuring transparency and accountability.
Following CMS recording rules is part of being a trusted, compliant agent. If you need help setting up a compliant call recording system or have questions about CMS regulations, the team at National Insurance Markets is here to support you.
Need help navigating call recording or compliance tools?
📞 Contact us today or visit the agent portal for trusted resources and tech recommendations.
