No changes are required. You will receive an Agentline direct phone number that goes to your mobile phone or smart device outside your current systems.
This is necessary as the Medicare calls must be directed to the Agentline mobile application where the recording capability is activated.
If your company has a receptionist, they should forward the call to your Agentline number. Or: If your system is automated, we will assist you in routing Agentline calls as each phone system is different.
Yes, by law, each call will have an announcement stating the call is being recorded and will be kept confidential.
On May 9, 2022, CMS published its contract year 2023 Medicare Advantage final rule (87 FR 27704), wherein CMS established certain marketing and communications requirements for the Part C and Part D programs. Mandatory call recording and storage for 10 years was at the core of this ruling. This requirement applies to all organizations and individuals that fall under the definition of TPMO as defined in 42 CFR §§ 422.2260 and § 423.2260.
The only cost is a low monthly fee for all of the Agentline Service. The package includes unlimited calling and secure long-term storage of call recordings is included in the fee.
Open the app on your mobile phone and dial normally. These calls will automatically be recorded but only if dialed through the app.
Yes. Just access the Agentline mobile app, locate the call record and tap "play" button.
You can cancel at any time as there are no contracts. When you terminate the service, callers will no longer be able to reach you on the Agentline number. We will show you how to download all your stored call recordings. This is your responsibility to do so.
Uses and disclosures of protected health information are permitted under the HIPAA Privacy Rule if they are "required by law" (45 CFR 164.103, 164.512(a)). For any concerns about this requirement, CMS recommends reaching out to the U.S. Department of Health and Human Services Office for Civil Rights (https://www.hhs.gov/ocr/about-us/contact-us/index.html).