How can I access call recording to remain compliant with CMS changes in 2025?

You will be using Dialpad through CHIP for call recording and telephonic sales. Dialpad allows for compliant HIPAA-secure call recording and lifetime call storage and retrieval across multiple devices using the Dialpad App. You can opt to utilize AI transcription and pre-loaded telephonic enrollment scripts through CHIP, which will allow you to conduct compliant and efficient telephonic enrollments. 

When do I need to record my calls?

Per CMS compliance regulations, you should be recording all phone calls with consumers regarding Medicare Advantage and Prescription Drug plans. TIP: All sales calls must include the CMS Disclaimer in the first 60 seconds.

How do I record a call?

If you are on a call center seat, your calls will be automatically recorded. If you are on an agent seat, you must initiate call recording by clicking the “record” button on your Dialpad app or screen after the call has been initiated. To stop recording, click the “record” button again. 

How can I access my recorded calls?

To listen to your recorded calls, open your Dialpad app and go to your Inbox using the left sidebar, then click “Recordings” and press play on the call you want to hear. Next, to download a recorded call for purposes of supplying to a carrier or upline, select the Options Menu by clicking on the small down arrow button beside the call you want to download and select “download.” For screenshots and details, go to https://help.dialpad.com/docs/record-a-call

If I have questions about Dialpad, where can I find assistance?

The Dialpad app can be downloaded to any desktop computer, laptop, tablet or smartphone with a set-up wizard to get you going. If you have additional questions on the use of Dialpad, please visit https://help.dialpad.com/ or log in to your Dialpad account and access the Help menu for training modules, tips and more.

How can I access my commission information?

If you choose to receive heaped commissions through CHIP, you will receive monthly commission statements with policy details. If you choose to receive street level commission payouts directly by carriers, most carriers allow you to access your commission statements via your carrier agent portal.

If I need help with an online enrollment or application, who do I contact?

If you need help with an online enrollment or application, please visit the Help page first for whichever online enrollment platform you are using. If the Help page / FAQs page has not resolved your issue, please contact Questions@custominsurances.com for quick resolutions from CHIP’s agent support team.

Where can I refer a consumer for further assistance?

If you are unable to assist a consumer, please refer them to https://www.seniorenrollmentsolutions.com/agents/referrals

What is the importance of shopping Prescription Drug Plans (PDP) annually?

Ensuring that your client’s prescriptions are still covered and cost effective. Ensuring clients have access to preferred pharmacies.

CHIP has two payment/commission options

Option 1: Heaped Commissions

  • $500 heaped commission payout per enrollment

  • CHIP handles all customer service beginning at the time enrollment is submitted

  • Agent is paid by CHIP, not directly by carriers

  • Must have Elite Tec technology contract Level 2

  • Paid at time of enrollment


Option 2: Street Level Commissions

  • Maintain regular street level commission payouts

  • Get paid directly from the carrier per carrier payout schedules

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  • Must have Elite Tec technology contract Level 2


What Technology is required?

Who is CHIP?

Understanding Compliance

Understanding Telephonic Procedures

Technical Requirements