Storing Call Center Calls

[payam-e]

Summary

• Implement storage for all Medicare marketing and sales call recordings including audio from Teams calls with existing customer and potential new customer
• Store for 10 years from the date of the call to meet CMS regulation requirements from 2023 final rules. Published again in 2024 final rules.
• HIPAA compliance storage
• Ideally, call recordings may be searched by phone number, date of the call, member name, member ID, call type.
• Call recordings are organized by member ID and member name.
• Ability to find the call recording, review the call for quality, verbatim issue and summary, and download the call to submit to compliance and CMS for audit or Appeals and Grievance issues.

Intended Outcome

How will it work?

[payam-e]

This could be an Azure solution.

[payam-e]

Provided on the list from Kim Wilkey: Medicare Call Storage- Ability to store sales calls for 10 years (Kristine Gates)