FAQs About the Medicare Call Recording Requirements

Do you have questions about recording and storing your calls to meet Medicare call recording requirements established by the Centers for Medicare & Medicaid Services (CMS)? Good news — we have answers!

Listen to this article:

Below, we’re answering some frequently asked questions about CMS call recording requirements for 2024 and beyond. Use this table of contents to quickly navigate to sections you have questions about. Use the orange arrow on the left side of your screen to return to the top of this post.

Note: You must still follow all Medicare permission-to-contact and Scope of Appointment rules, including collecting a Scope of Appointment 48 hours in advance (unless a valid exception applies).

• General Questions
• When to Record
• Using MedicareCENTER to Record Calls
• If A Client Refuses Recording
• Provided Disclaimer Scripts and Verbiage
• Storage of Recorded Calls
• Technical Questions
• Miscellaneous

General Questions

When did Centers for Medicare & Medicaid Services’ (CMS’) Medicare call rules go into effect?

These rules went into effect on October 1, 2022.

Are the recording rules set by CMS or the FMO (such as Ritter/Integrity)?

The rule is set by CMS. Ritter’s interpretations of the rule are informed by those of the carriers we contract with. As your FMO, Ritter is interested in providing you tools, resources, and support to comply with all CMS guidelines.

Do these rules only apply during the Annual Enrollment Period?

No. These rules apply to all marketing, sales, and enrollment calls with Medicare clients.

What plans and products fall under the Final Rule from CMS?

Medicare Advantage Prescription Drug (MAPD), Medicare Advantage (MA), and Part D prescription drug plan (PDP) products fall under this rule for third-party marketing organizations (TPMO) sales call recording.

Does the call recording requirement apply to Medicare Supplement, hospital indemnity, or ancillary products?

No. The TPMO call recording requirements are in place for Medicare Advantage (with and without Part D coverage) and stand-alone Part D plans. If you’re calling for the solicitation of Medicare Supplement or other lines of business, these specific guidelines do not apply, and you will not need to record. Please keep in mind you must still follow all state and carrier guidelines for those lines of business.

What if a Medicare Supplement product presentation and sale turn into an MAPD, MA, or PDP presentation and sale?

The Medicare Supplement sales presentation does not require call recording. If the caller would like to discuss MAPD, MA, or PDP options, you must collect a completed, compliant Scope of Appointment 48 hours prior to discussing their MAPD, MA, or PDP options, unless a beneficiary is four days or less from the end of a valid enrollment period (e.g., Annual Enrollment Period, Open Enrollment Period, Special Enrollment Period, Initial Coverage Election Period). In this situation, you must still collect an SOA before talking with the beneficiary about their options and the call should be recorded.

Agents should not need to record calls to set appointments, but all marketing, sales, and enrollment calls need recorded. To the extent you can, we suggest that you record all calls with beneficiaries for your records and protection.

What if a client calls about a plan that I don’t represent?

In this situation, we’d still advise that you record this call. It’s likely that you’ll be comparing the plan they are looking for with products you currently offer in your portfolio.

What Medicare calls need to be recorded?

According to the CMS 2024 Final Rule, call recording is limited to marketing, sales, and enrollment calls. “Marketing” includes retention marketing, aimed at influencing a beneficiary to stay enrolled in a current plan, as well as the mention of any benefits (e.g., dental, vision, hearing, premium reduction, and cost savings).

When to Record

Do in-person MAPD, MA, and PDP appointments and sales need to be recorded?

No. In-person meetings and sales do not need to be recorded.

If I talk to my client three times in one day, will they need recorded all three times?

Yes. If you talk to your client multiple times in one day, each call must be recorded and preceded by the TPMO disclaimer.

Do follow-up/check-in phone conversations with clients also need to be recorded?

No. Agents should not need to record calls to simply set appointments or check in after sales.

Marketing, sales, and enrollment calls are the only types of calls that need to be recorded, per CMS. “Marketing” includes “retention-based marketing,” or influencing a beneficiary’s decision to stay enrolled in a plan. “Marketing” also includes materials that mention any benefits, including widely available ones, such as dental, vision, and hearing, premium reduction, and cost savings.

However, to the extent you can, we suggest that you record all calls with beneficiaries. This is to protect you, as an agent, should there be a member grievance at a later time and a dispute if the appointment was conducted in person or by phone.

If a client wants to receive their enrollment via email, do I just record the initial contact only?

Marketing, sales, and enrollment calls with your client should be recorded for the entirety, no matter whether the call is for a sales presentation or service-related purposes. If your call captures the sales presentation and then you email the client a link to your PlanEnroll page for the client to complete the enrollment, and the client chooses to finish the enrollment while not on the phone, that call recording would be acceptable.

Do calls made using Zoom or other online video chat applications need to be recorded?

Yes. Any MA, MAPD, or PDP sales, marketing, or enrollment (including retention marketing) meetings not physically in person must be recorded. This includes telephonic, video call meetings, and other virtual telepresence methods. If you are having a video call meeting, we recommend muting the video call, and initiating a recorded phone call to record the audio from that meeting. Only the audio portion of the calls need recorded (not the video portion).

What if I’m conducting an MAPD, MA, or PDP presentation or sale at Walmart or another retailer?

Since these sales are often made in person, no call recording is required. If you would continue any MAPD, MA, or PDP communication with that prospect telephonically, those calls must be recorded. Remember, you must collect a completed, compliant Scope of Appointment 48 hours prior to discussing their MAPD, MA, or PDP options, unless a beneficiary is four days or less from the end of a valid enrollment period (e.g., Annual Enrollment Period, Open Enrollment Period, Special Enrollment Period, Initial Coverage Election Period) or there is an unscheduled in-person meeting (walk-ins) initiated by the beneficiary.

Is recording necessary when I am holding a seminar for clients?

For a sales seminar, it’s best to check with the carrier if they require any type of recordings, since they need to be registered with the carrier.

Educational seminars should not be plan specific, so it should not need to be recorded. Any appointments following this event that are conducted telephonically or via video chat will need to be recorded.

Using MedicareCENTER to Record Calls

How Does Inbound Call Recording Work in MedicareCENTER?

The MedicareCENTER platform acts as a virtual operator, connecting the call between you and a contact and recording the call in the background. When the call is over, the recording will be available in the MedicareCENTER dashboard and/or the contact’s Activity Stream.

When a contact calls your MedicareCENTER agent phone number, the MedicareCENTER Operator Number (254-271-0085) calls the phone number you provided on your account. Your phone will ring, and your caller ID will display the MedicareCENTER Operator Number. When you answer, you’ll be connected to the contact.

You’ll see an incoming call notification in MedicareCENTER, no matter where you are in the site. This notification shows you the contact’s phone number and provides a link to a call recording disclaimer script with the CMS-required disclaimers for you to read to the contact. There is no limit to the number of contacts you can have in Contact Management, and no limit to the number of recorded calls you can receive or place.

How Does Outbound Call Recording Work in MedicareCENTER?

Once you’ve saved a contact in Contact Management, you can click their phone number in their contact record to place a recorded call to them at any time. Clicking their phone number tells the MedicareCENTER Operator Number (254-271-0085) to connect a call between you and your contact. MedicareCENTER’s Operator Number will make the call to your phone first.

Your caller ID will show your MedicareCENTER Agent Number. When you answer, the MedicareCENTER Operator Number will place a call to the contact — also using your MedicareCENTER agent phone number for the caller ID — and then connect you when they answer. The required call disclaimers will automatically be displayed in MedicareCENTER for you to read to the contact.

When the call is over, you can find the recording in your contact’s Activity Stream. You can make an outbound call from your MedicareCENTER agent phone number at any time, to any contact, and it will automatically be recorded. There is no limit to the number of contacts you can have in Contact Management, and no limit to the number of recorded calls you can receive or place.

What is a MedicareCENTER agent phone number?

A MedicareCENTER agent phone number is a free US-based phone number assigned to an agent in MedicareCENTER. The MedicareCENTER agent phone number uses a virtual operator that connects calls between the agent and their contacts. The MedicareCENTER agent phone number records both incoming and outbound calls automatically. This number will not change, unless you request it.

Where can I find my MedicareCENTER CRM phone number?

Your MedicareCENTER phone number is listed on your Account Profile page.

IMPORTANT: If you’re using your cell phone, make sure to add both your MedicareCENTER agent phone number and the MedicareCENTER Operator Number (254-271-0085) to your phone’s contacts list. This will help ensure that your calls are connected correctly and that your contacts have a good call experience.

Note: If you had a CallVault phone number and we set up your MedicareCENTER account for you, you will retain your CallVault phone number for call recording in MedicareCENTER.

Do I automatically get an inbound call number for MedicareCENTER?

Yes. As a MedicareCENTER agent you will randomly be assigned a unique, permanent U.S.-based MedicareCENTER agent phone number. Calls made to and from your MedicareCENTER agent phone number are routed through your device (cell phone, tablet, landline, VoIP).

Note: If you had a CallVault phone number and we set up your MedicareCENTER account for you, you will retain your CallVault phone number for call recording in MedicareCENTER.

Do I have to pay for a MedicareCENTER agent phone number?

No, you are provided a MedicareCENTER agent phone number at no cost.

Can I change my MedicareCENTER CRM phone number?

If your MedicareCENTER agent phone number area code does not match your sales area, and you have a different forwarding number that does, please submit that information to [email protected].

How can I change my MedicareCENTER agent phone number to a local area code?

MedicareCENTER will attempt to assign a number with an area code that corresponds to the phone number on your account. For example, if your account phone number is area code 801 (UT), you will be assigned a MedicareCENTER agent phone number with area code 801, 435 or 385 — all of which are UT area codes — if there is one available. MedicareCENTER cannot create agent numbers with toll-free area codes. If the number on your account is toll-free, you will not be assigned a MedicareCENTER Agent Number until you update to a non-toll-free number.

If your MedicareCENTER agent phone number area code does not match your sales area, and you have a different forwarding number that does, please submit that information to [email protected].

How do I change the number my MedicareCENTER agent phone number routes to?

You can change the phone number that your MedicareCENTER agent phone number rings to (cellphone, tablet, landline, VoIP) by updating that phone number in your MedicareCENTER Account Profile. Changing your account phone number to one with a different area code will NOT change your assigned MedicareCENTER agent phone number.

Do I need to distribute the MedicareCENTER agent phone number to my clients?

Yes. You will want to distribute the MedicareCENTER agent phone number to your clients. Inbound calls will only be recorded if the beneficiary initially calls that number.

If I make an outbound call, will my client/contact see my name and number displayed?

Your caller ID will show your MedicareCENTER agent phone number.

Are inbound callers told they are being recorded?

Yes, inbound callers will hear, “Thanks for calling. Please hold while we connect you with your licensed insurance agent. This call will be recorded for quality assurance and training purposes.” You, the agent, are provided a link to a Medicare call recording script with the CMS-required disclaimers for you to read to the caller.

What if I don’t answer the call? Is it still recorded?

Yes. All incoming calls are displayed in a call log on the MedicareCENTER dashboard, where they can easily be linked to a new or existing contact in Contact Management. To return the contact’s call from your MedicareCENTER agent phone number, click the phone number in the contact’s record.

What if a current client calls on my cell number? Do I have to call them back?

We recommend having your MedicareCENTER agent phone number easily available to provide to a client that calls on a non-recorded line. This will allow you to explain the situation and provide the number for them to call back on a recorded line. You can also get their name and information so you can call them back using the outbound recorded process.

What if I get a call from a client on a non-recorded line while on the road?

If you receive a call on a non-recorded line, it’s best to let the client know that you will give them a call back and initiate an outbound call on a recorded line or have them call you back at your MedicareCENTER agent phone number.

Can I link my call recordings to a contact in MedicareCENTER?

You can easily link your incoming call to a new or existing contact from the notification. You only need the contact’s first name, last name and phone number or email address to save a contact, but the outbound call feature requires a phone number on the contact record. Linking the call to a contact closes the incoming call notification and makes the recording available in that contact’s Activity Stream. If the call ends before you’ve linked it to a contact, the incoming call notification will close and the call log will be added to the top of the Activity Stream in the dashboard. You can link it to a contact from there.

Incoming and outbound recorded calls are displayed as activities, and incoming calls that are not yet linked to contacts are displayed as a call log.

What if I delete a contact?

Deleting a contact will cause you to lose direct access to their call recordings. MedicareCENTER can provide call recordings by request.

If A Client Refuses Recording

Is an opt-out available if my client doesn’t want the call recorded?

No. If a client doesn’t want to be recorded, you must organize an in-person meeting.

If a consumer requests not to be recorded, you should end that call with the beneficiary and attempt another compliant outreach (via email with opt-out function or via direct mail, for example) to set up an in-person sales meeting. While there is not a standardized Medicare call recording script to be said when a client refuses to be recorded, we recommend asking the client to state their name and confirm that they are refusing that this call be recorded.

What happens if someone does not want to have the call recorded but there isn’t the possibility to meet in person?

If a client/prospect requests not to be recorded, you should explain that this is a federal government requirement instituted to protect the consumers and all agents will need to record phone calls. If the client/prospect still refuses the recording, you should end that call. Other options include communicating the requested information by email or mail. If that is not possible, you may need to forfeit that sale.

If a client refuses recording the call, can they just enroll over the web using PlanEnroll without any sales presentation?

PlanEnroll can be used to complete an enrollment online in an in-person capacity. It is still critical that you perform a full sales presentation, no matter if presenting in person, via email, or over the phone, to ensure that the enrollment being completed is the most suitable plan for the client’s needs.

What is the penalty if MAPD, MA, PDP calls are not recorded?

Penalties will vary based on the carrier. If the carrier finds repeated violations of this rule, it is the carrier’s discretion to exercise any disciplinary actions, including the termination of the agent’s contract. CMS may take direct actions in extreme cases that may involve the state’s Department of Insurance. In which case, the state may take the ultimate action, including revoking the agent’s license.

If a client refuses recording and never wants to be recorded, do I have to continue this process every time I talk with them or does a refusal last for as long as they are a client?

You would still need to walk through the recording and TPMO disclaimer each time on the call. You cannot use a refusal from one call as a blanket refusal for all future calls.

Can a form be signed that clients or anyone can opt out of this recording requirement?

No. You cannot use a refusal from one call as a blanket refusal for all future calls.

Provided Disclaimer Scripts and Verbiage

Is there a call recording disclaimer script or wording I must read to clients before proceeding with the recorded call?

Yes. An incoming call notification in MedicareCENTER shows you the contact’s phone number and provides a link to a call script with the CMS-required disclaimers for you to read. For outbound calls, the script will automatically pop up for you read after you initiate the call.

What is the script that agents need to say?

The standardized TPMO disclaimer depends on how many plans you represent within a given geographical location.

If marketing fewer than all plans within a service area, use:

If marketing all plans within a service area, use:

For more information on when to use this disclaimer, please review our blog post on insurance agents as TPMOs.

Will consumers be confused by language within the Medicare agent call recording script and take it to mean I recommend calling Medicare directly for more complete service?

We understand an agent’s concern with the disclaimer, both the mention about not offering every plan as well as advising them to check Medicare.gov. This is a requirement that was provided in the CMS CY2023 Final Rule and refined in CMS’ CY2024 Final Rule.

Do the disclosures have to be read on every call with the customer?

The TPMO disclaimer should be provided within the first minute of every sales call with a Medicare beneficiary or prospect. Unlike the call recording that applies to all Medicare marketing, sales, and enrollment phone calls, the TPMO disclaimer only needs to be read for a sales call. The disclaimer does not need to be read for post-enrollment service calls, unless the call evolves into a plan change conversation where the discussion involves sales activities/actions. In that case, you should initiate a different recorded call.

If I contract with every carrier in the area, is the TMPO disclaimer statement still necessary?

Yes. If you offer every carrier within a service area, you will need to announce this disclaimer:

Are there specific scripts I should use for plan presentations via phone call?

Consult with each carrier in terms of requirements for Medicare phone calls, as exact requirements on what must be said or discussed may vary from carrier to carrier.

Storage of Recorded Calls

Where are the call recordings stored and how will I have access?

MedicareCENTER: When the call is over, the recording will be available in the MedicareCENTER dashboard or the contact’s Activity Stream. There’s no limit to the number of recorded calls you can receive, place, or store.

CallVault: If you formerly used Ritter’s CallVault tool (sunset in September 2024), outbound recorded calls are stored within a Call Logs tab in the client’s record on the Ritter Platform. Inbound CallVault recorded calls are stored within the Calls tab of the Ritter Platform.

Do unassigned inbound call recordings expire?

No. Recordings from inbound calls do not expire. However, we strongly recommend assigning these recordings to the appropriate client record as soon as a call is completed for better archiving and management.

Can I download call recording for my record?

Yes. You can download your call recordings at any time. However, please be aware that by downloading the recording file to your device, you are assuming responsibility for the secure storage and handling of any of the consumer’s personal health information contained in the call recording.

MedicareCENTER: You can download the recording of any call from the contact’s record, or from the activity log.

CallVault: If you have recordings in CallVault (sunset September 2024), copies of the recordings will be stored in the Ritter Platform for 10 years as required by CMS. If exporting, you are responsible for ensuring the recorded files are secured to meet HIPAA privacy/security requirements and meet CMS’ 10-year record retention requirement.

Can recordings be deleted?

MedicareCENTER: If you delete a contact record from MedicareCENTER Contact Management, you will remove your access to any call recordings linked to that contact record. If you need access to a recording for a deleted contact, you will need to contact MedicareCENTER Support.

CallVault: No, recordings cannot be deleted. You are able to add a description to your recordings, so you could always note if a recording is not needed (i.e., if you do a test call in the system).

How long will the calls be stored?

CMS record retention requirements of 10 years, from the date of the call, apply. You do not have to download any of your call recordings unless you’ve been requested to provide them to CMS/carriers.

If I get five voicemail messages, would I have to listen to them and attach them to the correct client?

Yes. You would need to assign each of those call to the appropriate client record.

Will the recordings be sent to the carrier along with client’s application?

No. The recordings will only be stored in your CRM. If a carrier requests the recording, you can download that call and send it to the carrier.

What kind of protections are there for these recordings?

Integrity understands that the privacy and security of agent and agency data is vital to our mission. Integrity’s software solutions deliver the security that you need for privacy, compliance and the ownership of your own data that you deserve. Additionally, recorded Medicare phone calls are securely stored via MedicareCENTER, which requires a username and password for agent access. MedicareCENTER meets the privacy, security, and record retention requirements necessary to operate compliantly. More information can be found in the updated Terms of Use.

Ritter ensures the security of all recordings made through CallVault on the Ritter Platform. Review the security statement of our third-party partner, Twilio. Additionally, recorded calls are securely stored via the Ritter Platform, which requires a username and password for agent access. CallVault meets the privacy, security, and CMS record retention requirements of 10 years, necessary to operate compliantly. More information related to HIPAA privacy & security requirements as well as the record retention requirements can be found in the Ritter Docs Compliance section

How is a call recording transmitted to a third party (e.g., carrier) if requested?

If audited by a third party, including carriers, you can download an audio file from the CRM. You can deliver the file to the company completing the audit by electronic communication (e.g., email, file transfer, or file upload through a portal).

Technical Questions

How do I assign my unique MedicareCENTER agent phone number to forward to my office or cell phone?

You may assign your MedicareCENTER agent phone number to forward to the number in your Account Profile.

Must I be logged into MedicareCENTER to receive inbound calls?

No. If an inbound calls comes into your MedicareCENTER agent phone number, your personal phone will ring and that call will be recorded. For the inbound call to be recorded, the requirement is that they need to call the CRM number. The client doesn’t need to be in the CRM and you do not need to be logged into MedicareCENTER at the time of the call.

Can I select to record a call if a consumer calls my mobile number?

No. The inbound call must come through your MedicareCENTER phone number for agent call recording.

If a consumer calls, does that number have to be verified?

No. There is no verification required for inbound phone calls.

Is recording equipment required to use MedicareCENTER call recording?

No. It is accessible through your current technology (e.g., laptop, cellphone, tablet, etc.).

What if I experience technical issues during a call?

While we cannot guarantee that there will be no issue, we don’t anticipate an issue with the recording capture or storage. Should an issue occur, you can contact your Ritter sales specialist for support and issue escalation.

Who is ultimately responsible if a call is not recorded: the carrier, field marketing organization (FMO), or agent?

Ultimately, you, the agent, is held responsible. The carrier has the oversight, and thus, agents are required to submit the required recorded calls in the event of an audit or a member grievance.

Am I calling through my computer/tablet or through my phone when using the MedicareCENTER call recording system?

Calls are ultimately made through your phone. Initiating the outbound call from the client record within MedicareCENTER or an inbound call to your CRM number just provides a means to have that phone call recorded. Initiating an outbound call entails first receiving a call from the system on your phone. Upon accepting the call on your own phone, you’ll be connected to your client.

Does MedicareCENTER agent recording work with all phones (cell and landlines) for outbound calls?

Yes. The call recording feature in MedicareCENTER works with all types of phones.

Do I lose the option to personalize my voicemail greeting for inbound calls?

No. When a client calls your MedicareCENTER agent phone number, the phone will ring to connect to your personal line. If you do not answer, they will hear your normal voicemail greeting.

Can I import recordings from another system?

No. You are not able to import recordings from another system.

Can a recording be shared with two profiles? For example, a call is with both husband and wife at the same time?

No. A recording can only be assigned to one client record. You can add a description to the recording, so you could note that the spouse was also on the call as well.

If I already have my own client relationship manager (CRM), can I just use it and be compliant?

Since we do not have information on your CRM, we cannot speak to this. You will need to ensure the CRM meets the HIPAA privacy and security guidelines. In addition, you will need to ensure the recorded calls are retained for 10 years.

What if I find out a call did not record after the sale has been completed?

First, ensure you followed the proper steps. Then, connect with your Ritter sales specialist to submit and escalate an issue to our software development team.

When the agent recordings are saved, will there be a way to tell if it was an inbound or outbound call?

Yes. It will state it is a incoming or outbound call recording in the Activity Stream.

Miscellaneous

Can MedicareCENTER be used for all carriers, even carriers I’m partnered with through other FMOs?

Yes. All calls started through MedicareCENTER or received at your inbound number generated through the MedicareCENTER will be recorded. These recordings can be linked to your client’s record and reviewed and downloaded regardless of the outcome of the conversation.

How might a carrier audit for non-compliance with call recording?

It is up to the carrier if they plan to do any type of periodic audit to ensure compliance with these rules, outside of any complaints. However, if there is a complaint against an agent, and the call was not recorded, that may negatively impact the agent and may result in corrective action.

If I use email to collect a Scope of Appointment and enrollment application, how is this handled on the recording?

If you’re explaining plan options to the beneficiary strictly by email, then there is no phone conversation to be recorded. However, if at any time you’re engaging in a phone conversation with the client, then the phone call must be recorded. Please be aware that the TPMO disclaimer is required on all electronic communication with the beneficiary, such as email. Also, when transmitting material with Personal Identifying Information (PII), you need to ensure the emails are being sent securely.

You must still ensure you’re following the 48-hour Scope of Appointment rule.

Can I obtain a telephonic Scope of Appointment via MedicareCENTER?

No. Currently, there is not a telephonic Scope of Appointment incorporated into MedicareCENTER.

If a client does not speak/understand English, how should I proceed?

The TPMO disclaimer can be read by the agent in the language necessary.

How should I handle calls that are made by client representatives (e.g., care takers)?

Calls to a client’s representative should be recorded in the same manner as if you were speaking to the client directly. For storage purposes, we’d advise storing those calls in the client’s record in the CRM.

Learn more about helping Medicare clients who have Powers of Attorney or conservatorships

Do outbound calls made by a non-licensed person to schedule a face-to-face appointments for me need to be recorded?

Per CMS, sales, enrollment and marketing calls (inbound or outbound) with a client will need to be recorded. An outbound call made to the beneficiary to set up an appointment does not need to be recorded as long as a permission to contact for Medicare sales has been obtained.

Does the call recording requirement apply to group Medicare plans?

Based on this guidance from CMS, unless expressly stated as exempt, these requirements should apply to agents selling group Medicare.

What if I get the client’s voicemail and leave a message, and no conversation ever took place?

If you initiated the outbound call in MedicareCENTER and you leave a voicemail for your client, the voicemail will be recorded and stored.

In order to use MedicareCENTER, do I need to input all of my clients or potential clients, regardless of whether they are enrolled through Ritter/Integrity?

You will need to create a contact in Contact Management to do the following:

• Initiate a recorded outbound call
• Assign to a client any inbound recordings of calls received at your MedicareCENTER agent phone number

Will I have to get a new phone number for this program that is separate from my current number?

No. You can keep your current phone number. The MedicareCENTER agent phone number will allow your clients to call that number and connect to your primary phone number on a recorded line.

How can I determine if a client has called my mobile number or CRM number?

For an incoming call to your MedicareCENTER agent phone number, you will see the MedicareCENTER Operator Number (254-271-0085) on your caller ID.

Have a question that wasn’t answered here? Reach out to your Ritter sales specialist. Also, be sure to check out the frequently asked questions from CMS.

If you’re not partnered with Ritter yet, complete a quick and free registration on RitterIM.com!

Editor’s Note: This post was originally published October 2022. It has been updated to include information relevant to the 2025 Annual Enrollment Period, including the sunset of CallVault.