Agent Compliance Vault + Recorded Bridge Line
Use a dedicated recorded business line for Medicare and ACA sales conversations, then keep the call recording with the related Scope of Appointment, ACA consent record, eligibility review documentation, telephonic enrollment file, notes, uploads, and supporting sales documents.
The recorded Business Line is included in Agent Workspace for licensed agents who need more than a generic phone line. The line helps you handle the call; the CRM and Vault keep the client work and proof connected.
Agent Workspace is available now for $39.99/month as a month-to-month individual account.
Agent Workspace gives you the recorded-line and recordkeeping workflow. You remain responsible for using your approved scripts, disclosures, carrier procedures, FMO guidance, agency policies, state recording notices, consent process, privacy rules, and enrollment workflow.
Why this exists
A lot of agents can find a phone service that records calls. The harder part is what happens after the call.
The recording may sit in a phone dashboard. The SOA may be in an email. The ACA consent record may be in a separate tool. The enrollment note may be in a CRM. Supporting documents may be in Google Drive, Dropbox, a desktop folder, or an old FMO account.
That is not one compliance file. That is a scavenger hunt.
The recorded Business Line in Agent Workspace is built around the real workflow of independent Medicare and ACA agents. Client calls, CRM work, forms, notes, and the secure record vault stay connected.
When a carrier, agency, FMO, compliance team, CMS reviewer, Marketplace reviewer, or consumer asks what happened, you should not have to rebuild the file from five disconnected systems.
Medicare call recording software
Many agents search for a CMS compliant phone system because they do not only need a business number. They need a repeatable way to record required Medicare calls, follow notice and consent procedures, connect the recording to the SOA or enrollment file, and retrieve the record later.
CMS's CY2027 final rule keeps the recording requirement for Medicare marketing and sales calls and changes the retention framework: marketing and sales call records must be retained for at least six years; audio is required for years one through three; and years four through six may use audio or a complete and accurate transcript. Enrollment records remain on a separate retention track.
Agent Workspace is not compliance autopilot. The recorded line and Vault help agents organize the calls and records connected to their client work.
How it works
The Business Line is a recorded calling workflow connected to the Agent Workspace CRM and agent-controlled compliance vault. It is not just a generic VoIP phone number, and it is not just a storage folder.
Outbound call
When you place the call
You dial from the app, Informed + Choice connects your phone, then the recorded bridge line connects the beneficiary. The client sees a dedicated business-line workflow instead of a scattered personal-phone process.
Inbound call
When the beneficiary calls you
The beneficiary calls your recorded business line. Informed + Choice reaches you and connects the call, so the line works as a bridge between the beneficiary conversation and your vault record.
Step 1
Use a separate business number instead of relying on your personal cell phone for Medicare and ACA sales conversations. Your dedicated recorded business line gives you a cleaner professional workflow and a better place to start the record.
Step 2
Use the line as part of your normal sales, service, SOA, ACA, and enrollment-related workflow. It can sit alongside your CRM, quoting tool, carrier portal, FMO platform, agency process, or enrollment software.
Step 3
The platform gives you the recorded-line and storage workflow. You still follow the CMS rules, TPMO requirements, carrier scripts, agency procedures, state recording-consent laws, privacy rules, Marketplace rules, and compliance process that apply to your business.
Step 4
Calls handled through the recorded-line workflow can be automatically recorded when recording is permitted and any required notice or consent workflow is satisfied. If a required consent workflow is not satisfied, follow your approved alternative process.
Step 5
Keep the call recording with the related SOA, telephone SOA, voice-signature record, ACA consent, eligibility review documentation, telephonic enrollment record, notes, uploaded files, and supporting sales documents.
Step 6
When a record is needed, you are not digging through disconnected phone tools, PDFs, email threads, old FMO systems, cloud folders, and CRM notes. Records stay under your agent account and can be exported if your workflow changes.
Simple pricing
Included in the $39.99/month Agent Workspace. Agent Compliance Vault is also available separately for $9.99/month.
Cancel any time. Export your records if you leave.
State-aware recording prompts
Different states use different recording workflows. Agent Workspace can apply the appropriate prompt based on the state rules used for the call.
In some states, the beneficiary hears a short recording notice before the call continues. In other states, the beneficiary is asked to press 1 before recording begins.
Your agents do not have to choose the prompt mid-call. The workflow plays the right recording path and keeps the call record connected to the client file.
Notice-first states
In these states, the beneficiary hears an upfront recording notice before the recorded call continues.
States using this prompt path
Prompt played
"This call is being recorded for compliance and quality purposes."
Affirmative-consent states
In these states, the workflow asks the beneficiary to press 1 before recording begins.
States using this prompt path
Prompt played
"To continue on a recorded call, press 1."
Agent Workspace supports the recording workflow by applying the appropriate prompt path for the call. Agents remain responsible for following the rules, notices, carrier guidance, agency procedures, and state requirements that apply to their business.
Electronic SOA
Send a private Medicare Scope of Appointment link by text or email, and let the beneficiary review and sign from their phone.
This is not a static PDF you have to print, scan, or manually chase. It is a web-based signing workflow built for real sales situations: phone calls, office appointments, in-home meetings, event follow-up, and last-minute scope changes.
Agents can generate the SOA link, send it to the beneficiary, track whether it is pending or signed, and keep the completed record in the vault with the related call recording and sales file.
When the conversation changes, your workflow should move with it.
If the beneficiary wants to discuss a different product type, create a new SOA and keep the updated record with the rest of the file.
Telephone SOA
Some appointments happen by phone. Agent Workspace gives agents a recorded-line workflow that can support telephone Scope of Appointment and voice-signature-style processes when those processes are allowed by the agent's approved workflow.
When your Medicare sales process allows a telephonic SOA, use the recorded line to capture the call, follow your required script, and store the recording in the vault with the related client record.
This gives you a practical alternative when an electronic signature link is not the best fit for the moment.
Agents remain responsible for using the scripts, disclosures, notices, and procedures required by their carrier, agency, state, and enrollment workflow.
CMS, TPMO, ACA, and state workflows
Generic business phone systems are built to make and receive calls. Medicare and ACA agents often need more than that.
You may need to show what was discussed, what was authorized, what was signed, what was reviewed, what consent was obtained, and where the supporting records live.
Agent Workspace gives agents a practical way to connect recorded calls with the related compliance records.
Agents remain responsible for following current CMS rules, Marketplace rules, carrier requirements, FMO procedures, agency policies, privacy rules, state call-recording consent laws, and the scripts and disclosures that apply to their workflow.
Telephonic enrollment
When telephonic enrollment is available through your approved enrollment process, the recorded business line helps you capture and store the call record.
Use your required enrollment script, disclosures, and procedures, then keep the recording with the related SOA, plan documents, ACA records, or supporting sales files.
The goal is simple: the enrollment conversation and the supporting records should not live in separate places.
ACA workflows
Medicare agents are not the only agents who need organized records.
For ACA workflows, use the vault to store consumer consent records, eligibility application review documentation, call recordings, and related Marketplace files.
Send consent workflows electronically, keep supporting documents together, and maintain a cleaner record of the assistance you provided.
CMS Marketplace materials state that agents and brokers must document consumer consent before providing enrollment assistance and document eligibility application review before submission. CMS materials also state those records must be maintained for at least 10 years and produced to CMS upon request. Review CMS Marketplace consumer consent materials.
Your workflow
Agent Workspace gives you the recorded line and recordkeeping infrastructure. It does not force you into one carrier script, one FMO workflow, or one enrollment platform.
Use the scripts, notices, disclosures, and procedures that apply to your business. Then use the vault to keep the record.
This is especially helpful for independent agents who work across products, carriers, or uplines and want their records under their own control.
Audit-ready file
A call recording by itself may not be enough. When a carrier, agency, CMS reviewer, compliance team, or consumer asks what happened, the useful record is the complete file.
Agent Workspace helps agents keep the related proof together so the evidence is connected instead of scattered across phone logs, forms, folders, and CRM notes.
The goal is not just to record the call. The goal is to keep the evidence connected.
Need lower-cost storage after AEP?
When your selling season slows down, you may not need the recorded business line active every month. Vault Only lets you keep access to stored call recordings, SOAs, ACA records, uploaded documents, and exportable files for $9.99/month.
Record timeline
A Medicare or ACA sales file often has more than one record. A phone system may have the call. An e-signature tool may have the SOA. An ACA tool may have the consent record. A CRM may have the note.
Agent Workspace is designed to keep the call and record sequence easier to understand when the client file needs to be reviewed later.
01
Call started
02
Recording notice or consent captured
03
SOA sent, signed, or captured by telephone workflow
04
ACA consent documented, if applicable
05
Eligibility application review documented, if applicable
06
Enrollment-related call record stored, if applicable
07
Supporting files uploaded
08
Record exported when needed
Compare
Different tools solve different problems. A business phone system helps you communicate. A quote-and-enroll platform helps you shop plans and submit business. A CRM helps you manage relationships. A cloud folder stores files.
This recorded-line workflow is one part of Agent Workspace: calls stay connected to CRM client records, SOAs, ACA records, enrollment-related files, notes, uploaded documents, and exports.
Use required carrier and enrollment platforms for what they do well. Use the Agent Workspace CRM for relationship work, its applicable quoting and Annual Review workflows for plan preparation, and the connected Business Line and Vault for calls and long-term records.
Independent-agent control
Your calls, prospects, clients, SOAs, ACA records, enrollment-related files, and sales documents are part of your business.
Many independent agents do not want their compliance records trapped inside a carrier, FMO, CRM, quoting platform, enrollment platform, or generic phone system. Agent Workspace gives you a standalone place to keep the records that support your book of business.
Use it alongside your current quoting, enrollment, CRM, carrier, agency, or FMO tools. It is not designed to replace every system you use. It is designed to strengthen the phone and recordkeeping side of your workflow.
Your workflow can change. Your records should stay portable.
Retention
Medicare and ACA recordkeeping can involve different records, different timelines, and different rules.
Agent Workspace is designed to help agents keep the right calls and records organized in the right client file.
The practical problem for agents is not only knowing the rule. The practical problem is keeping the records organized so they can be retrieved or exported when needed.
Current Medicare call-recording context
CMS's CY2027 Medicare final rule changed marketing and sales call retention to a 6-year framework, with audio required for the first 3 years and audio or complete and accurate transcripts permitted for years 4-6. Enrollment records remain subject to separate retention requirements. CMS Marketplace materials state that agents and brokers must maintain ACA consumer consent and eligibility application review documentation for at least 10 years and produce it to CMS upon request. Read the Federal Register rule, or review our Medicare call recording requirements for agents and Medicare enrollment recording retention guide.
Seasonal flexibility
AEP gets busy fast. Agents start preparing months before open enrollment because the last thing you want is to rebuild your phone and compliance workflow when prospects are already calling.
Agent Workspace is a month-to-month individual account for agents who want the complete system. Agent Compliance Vault remains a separate $9.99-per-month option for agents who only need forms and long-term storage.
Built for regulated agent workflows
BAA available
A Business Associate Agreement is available for applicable covered-entity workflows.
Your records, exportable
Recordings and documents export with you if you change FMO, agency, CRM, or phone system.
State-aware recording prompts
Notice-first or press-1 consent prompts are applied based on the state rules used for the call.
Retention-aware storage
Supported records use access controls, encryption, artifact hashes, and audit events.
Grounded in current rules
Built around CMS CY2027 and the Federal Register, not vague marketing claims.
Complete Workspace offer
CRM, Annual Review, recorded calling, quoting, website, events, personal form links, and 10-year records for $39.99 per month.
Pricing
Choose the complete Agent Workspace or use the separate Agent Compliance Vault when forms and long-term storage are all you need.
Complete individual-agent offer
$39.99
/month
Get CRM, the recorded Business Line, Medicare Annual Review, Agent Website, Licensed Agent Events, electronic SOA, ACA records, Blue Button access, applicable quoting workflows, and the long-term Compliance Vault.
Forms + storage option
$9.99
/month
For agents who need electronic Medicare and ACA forms with long-term searchable storage but do not need the complete Workspace.
HIPAA and BAA support
Some Medicare and ACA workflows may involve protected health information. Informed + Choice maintains a Business Associate Agreement for applicable covered-entity workflows and describes safeguards for Medicare SOA, ACA compliance, and related audio artifacts.
The vault is designed for secure record storage, retrieval, and export. Supported records can use access controls, retention-oriented storage, encryption, artifact hashes, and audit events to help protect call recordings, SOAs, ACA records, uploaded files, and related documents from ordinary alteration or deletion during the retention period.
HHS guidance says covered entities and business associates using cloud services to store or process ePHI need a HIPAA-compliant BAA with the cloud service provider and must otherwise comply with the HIPAA Rules. Review HHS cloud computing guidance.
FAQ
Yes. CMS requires Medicare Advantage and Part D marketing and sales calls, including the audio portion of web-based calls, to be recorded and retained in their entirety. For CY2027, marketing and sales call records have a six-year retention framework, with audio required for the first three years.
For CY2027, Medicare marketing and sales call records must be retained for at least six years. Audio must be kept for years one through three. For years four through six, records may be kept as audio or as complete and accurate transcripts. Enrollment records remain separate.
Not every ACA call has to be recorded. But ACA Marketplace rules require agents and brokers assisting through Federally-facilitated Exchanges to document consumer consent and eligibility application review. Audio-recorded verbal confirmation can be one acceptable record method, and those records generally must be maintained for 10 years.
The recorded Business Line is included in Agent Workspace, the available $39.99-per-month individual-agent offer. It keeps inbound and outbound calls connected to CRM client records, call notes, electronic SOAs, ACA records, Annual Review work, enrollment files, uploads, and exportable proof.
No. Agent Workspace includes a dedicated recorded business line, but it is built around insurance-agent recordkeeping. The goal is not only to record a call. The goal is to keep the call connected to the SOA, consent record, enrollment file, notes, uploads, and exportable proof.
A regular phone system may record calls, but it may not organize the full Medicare or ACA proof file. Agents should confirm how recordings, SOAs, ACA consent records, enrollment files, notes, retention, retrieval, and exports work before relying on a generic phone system as their only compliance record layer.
Do not continue using the recorded workflow if a required notice or consent step is not satisfied. Follow your approved alternative process, carrier guidance, agency policy, FMO instructions, state recording law requirements, and legal or compliance advice for that call.
Informed + Choice maintains a Business Associate Agreement for applicable covered-entity workflows involving Medicare SOA, ACA compliance, and related audio artifacts. The BAA describes safeguards, permitted uses, subcontractors, return/export, and retention concepts for protected health information handled through the service.
Yes. Your recordings and documents can be exported if you change FMOs, agencies, CRMs, phone systems, sales workflows, or decide to leave.
Yes. Agent Compliance Vault is available separately for $9.99 per month for agents who need electronic Medicare and ACA forms, long-term storage, search, download, and export without the full Agent Workspace.
No software can guarantee compliance by itself. Agent Workspace gives you a workflow for recording, storing, organizing, retrieving, and exporting records. You remain responsible for using compliant scripts, making required disclosures, obtaining required consent, following state recording laws, and complying with CMS, Marketplace, carrier, agency, FMO, privacy, and enrollment requirements.
No. Informed + Choice is not an insurance agency and does not sell insurance. The platform provides workflow software for licensed agents, agencies, and healthcare organizations.
For ACA Marketplace consent and application review requirements, see CMS Marketplace Consumer Consent and Compliance.
Use Agent Workspace when you need a dedicated recorded line connected to CRM work, Medicare Annual Review, electronic SOAs, ACA records, enrollment-related files, notes, uploads, and exportable proof.
Keep your calls, SOAs, telephone authorization records, ACA records, and sales documents together instead of scattered across disconnected tools.
$39.99/month. Available now as a month-to-month individual account.
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Informed + Choice is a workflow platform and does not claim Medicare, CMS, Marketplace, carrier, FMO, or agency endorsement.