Every Medicare enrollment call must be recorded and retained.
CMS requires every marketing, sales, and enrollment call with a beneficiary to be recorded in full, whether inbound or outbound. If the beneficiary declines to be recorded, the agent must end the call. There is no partial-compliance option. A call that was not recorded did not happen for audit purposes.
The 10-year clock starts at the moment of sale.
Enrollment records are subject to a 10-year retention requirement under 42 CFR Part 422. Audio and transcripts are part of that record. That means the recording you make during this year's AEP is a document an auditor or a regulator can request a decade from now. If it was never captured, or was captured but never linked to the client file, the defense collapses at the worst possible moment.
Who this actually applies to.
TPMOs, the third-party marketing organizations that touch the sale, and the agents who market and enroll beneficiaries. For an FMO or NMO, the exposure is downline-wide: one producer's missing recording becomes the upline's liability under a CMS market-conduct exam or a complaint investigation.
Record, link, and prove it.
Aegis ties the call log, the SOA, the disclosure, and the certification currency to each client file, so every interaction is recorded, linked, and retrievable as a single defensible record. The audit trail is built at the moment of sale, not reconstructed under pressure.
See how Aegis links recordings to client files at aegis.northgale.io.