US · guidance
CMS Pub. 100-09, ch. 6, § 30.6.11.3
Recording Calls
MACs shall record all incoming CSR-handled calls (while working in the PCC or remotely) to ensure
the quality of telephone inquiries. MACs shall announce at the start of the call that the call may be
monitored or recorded for training purposes. If a provider objects to the recording, the CSR shall
explain that calls are recorded solely for quality assurance and training purposes and that individual
CSRs can’t stop the recording. If the provider still objects and doesn’t want to continue with the
recorded call, the CSR shall inform them of available self-service options or advise them to send the
inquiry in writing.
For QCM purposes, MACs shall maintain recordings for a rolling 90-calendar-day period during the
year with all recordings dated and filed for easy selection during reviews. MACs shall dispose of any
recordings no longer used in a way that prevents someone from accessing personally identifiable
information (PII) or protected health information (PHI) from the recordings.
History
(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)
Provenance
- Source
- cms.gov
- Retrieved
- 2026-08-25
- Edition
- iom-2026-08-25
- Content hash
d4592a6fb79dad8fa73304cff5ac2b0789a70b4f1d227406abd84701e481262b
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