TPMO agents are required to record telephone calls and may choose a recording service that meets their needs. One option is Humana’s call recording service for Humana pre-sales calls and enrollments. TMPO agents use a different recording service for enrollments of other carriers’ plans.

How to learn more

A call recording job aid, video demonstration and FAQ can be found on MarketPoint University. The call recording phone number is 1-872-234-8269. Try out the recording service in the next few days before the start of AEP.

Call Recording – FAQ
TMPO Agent Requirements
Call Recording Steps
How to Use the Humana CarePlus Recorded Phone Line

Top of Mind Questions

1. Do face to face appointments have to be recorded? No.
2. If asked why I must state the disclosures, how should I reply? Inform the caller that this is a new CMS requirement of all plan carriers.
3. What types of products must be recorded? CMS regulated products: MA, MAPD, PDP, OSB.
4. What calls must be recorded? Humana believes that the following calls would require recording, including but not limited to: calling leads, scheduling appointments, collecting SOAs, educational calls/presentations, sales/calls/presentations, collecting medication and pharmacy information, provider discussions, telephonic enrollments, and verification calls (calls made post enrollment to confirm understanding and intent to enroll). These are examples of calls that Humana considers within the chain of enrollment. This is not an all-inclusive list.
5. Do Zoom or Webex calls have to be recorded? No. Face-to-face Zoom or Webex calls, using the video functionality, do not need to be recorded. If the video will not be used, the meeting should be conducted by phone with call recording rather than Zoom or Webex.
6. Do I have to read the TPMO disclaimer stating that I do not offer every plan available in the beneficiary’s service area? The disclaimers are required and must be read as written by CMS on all “chain of enrollment” related calls within the first minute of the call. Agents selling Medicare Advantage plans for more than one carrier must read the disclaimer unless the agent is selling all commercially available Medicare Advantage plans within a given service area.
7. Do service calls related to the beneficiary’s current plan have to be recorded? Humana believes that service calls, related to the beneficiary’s current plan and without discussion of a plan change, would not be considered part of the “chain of enrollment” and therefore do not need to be recorded by the agent.
8. What do I do if a service call transitions to a chain of enrollment call? The agent should pause the conversation and add the call recording service to record the conversation related to the chain of enrollment.
9. How long are calls retained? 10 years

NOTE: This communication does not constitute and must not be construed as legal advice. Humana does not represent that compliance with this communication will ensure that any activity will comply with any applicable laws, rules, or regulations. TPMOs are required to review and adhere to all applicable state and federal laws, rules, regulations, and policies.

Where do I go if I have more questions?

• You may find additional guidance in the Ignite Compliance Communication regarding Call Recording sent Friday, 9/23/22.
• Use the FAQ first for the most frequent questions.
• Still, need answers? Consult with your Broker Relationship Manager, Broker Relationship Executive or local Sales Manager.
• Send a question to the Sales Integrity mailbox at salesintegrity@humana.com
• Agent Support at 1-800-309-3163 or agentsupport@humana.com