Empire Talk Desk will be discontinued as of March 20

Talk Desk, the tool used for recording a telephonic Scope of Appointment and Voice Signature, will be discontinued on March 20, 2023

As a reminder, all calls with prospects and current members must be recorded and stored in a HIPAA compliant manner according to the CMS requirements implemented in October 2022. This includes all pre-enrollment calls and post-enrollment calls.

• By recording all calls, the requirements for recording telephonic scope of appointment (SOA) and voice signature during enrollment are also fulfilled. It is not necessary to record a telephonic SOA or voice signature separately.
• Talk Desk, the tool used for recording a telephonic scope of appointment and voice signature, will be discontinued as of March 20, 2023.
• Historical Talk Desk recordings will continue to be accessible.
• Helpful Reminders for Call Recordings

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Many brokers and agencies are already taking advantage of established call recording capabilities. Several quoting and enrollment platforms have added call recording, storage, and retrieval capabilities. Brokers also have access to a variety of mobile phone-based apps that can record and store calls.

• ALL calls with prospects and current members must be recorded and stored in a HIPAA compliant manner for 10 years. You must be able to provide call recordings related to specific beneficiary interactions upon request.
• Face to face virtual interactions on platforms like Zoom MUST be recorded.
• If the prospect or member does not want to be recorded, you should stop the recording and you must end the call.

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Talk Desk is replaced by Medicare Voice Signature Services and is accessible via Producer Toolbox. Medicare Voice Signature Services should be used only during a face-to-face appointment when the applicant is unable to physically or electronically sign the SOA or enrollment application. Should you have a need to use the new tool, please refer to the Quick Reference Guide.

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