01
Open the client and start the call
Use a new business number or ask our team about bringing the existing cell or business number clients already know. Place the outbound call inside the app or answer the inbound call there while signed in.
Telephone Scope of Appointment
Capture the authorization on the call. Keep the proof with the client.
Make the call inside Agent Workspace, follow your approved telephone SOA or voice authorization process, and keep the permitted recording beside the rest of the client file.
Agent Workspace is $29.99/month after the trial. The business line is included.
Telephone SOA Voice authorization Recorded in-app calling Exportable client records
The workflow
A telephone record without a second system
The phone is part of Agent Workspace, so the call can begin in the same place where the client and compliance records live.
02
Follow your approved telephone process
Use the SOA, voice authorization, disclosure, or enrollment language required by your carrier, agency, FMO, state, and approved workflow.
03
Keep the proof with the client
Store the permitted recording beside the client record, electronic SOAs, plan documents, enrollment files, notes, and uploads for later retrieval or export.
Choose the record that fits
Telephone SOA does not replace electronic SOA
They are two ways to document the appointment scope. Use the method allowed by your approved process and most workable for the beneficiary.
Review electronic Scope of Appointment| Method | Best fit | Record kept |
|---|---|---|
| Electronic SOA | The beneficiary can open a private text or email link and sign electronically. | Signed form and completion history |
| Telephone SOA | Your approved process allows the appointment scope to be documented on a recorded call. | Call recording and related client file |
| Both when needed | The call begins by phone, an electronic form follows, or the product scope changes. | Connected call, form, and replacement records |
What Agent Workspace supplies
The call and the record layer
- Business number with inbound and outbound calling inside the app
- Permitted recording, call history, notes, voicemail, and playback
- Connected SOAs, enrollment records, uploads, and client files
- Long-term storage, retrieval, and export
What remains agent-controlled
The approved process around the call
Use the current scripts, notices, consent steps, disclosures, carrier language, agency procedures, state call-recording rules, and enrollment workflow that apply. Agent Workspace records the supported call and stores the proof; it does not decide which authorization language is valid for a particular transaction.
Retention
Do not treat every recording as the same record
6 years
Medicare marketing and sales calls
The CY2027 framework requires audio for years one through three, then audio or a complete and accurate transcript for years four through six.
Read the final rule10 years
SOA and enrollment records
SOA, enrollment, and related records may follow separate 10-year requirements. Keep the recording and supporting file together for the period that applies.
See the agent compliance vaultThis is workflow and recordkeeping information, not legal advice. Follow the current requirements and contracts that apply to the specific record.
Included with Agent Workspace
No separate phone plan to buy
Sign up once, activate the business line if you want it, and use only the Workspace tools that fit your practice.
Agent Workspace
$29.99/month
Free for 30 days
The trial includes 100 connected conversation minutes across inbound and outbound app calls. Phone activation is optional after signup.
Start your 30-day free trialFAQ
Telephone SOA questions
What is a telephone Scope of Appointment?
A telephone Scope of Appointment is a Medicare SOA workflow in which the appointment scope is documented by recorded call instead of a paper or electronic form, when that method is allowed by the approved process being used.
Can I use a recorded call for a telephone SOA?
CMS materials recognize telephonic recording as a method of delivery for telephonic appointments. Agents should use that method only when it fits the current carrier, agency, state, and enrollment procedures that govern the appointment.
Does Agent Workspace provide the telephone SOA script?
Agent Workspace provides the in-app business line, recording, client history, and vault workflow. It does not replace the approved scripts, notices, disclosures, carrier language, or enrollment procedures that apply to the call.
Is the recorded business line a separate purchase?
No. The business line is included in Agent Workspace. Start a 30-day free trial of the Workspace, then pay $29.99 per month. You can activate the phone after signup and use only the Workspace functions you need.
Do telephone SOA calls happen inside the app?
Yes. Outbound calls are placed inside Agent Workspace with your browser microphone and in-app controls. Inbound calls ring inside the app while you are signed in and available. The phone does not bridge or forward the call to your personal cell.
What happens when I cannot answer an inbound call?
If the app is closed, the call is unanswered, or you are already on another call, the caller is sent to Agent Vault voicemail. The voicemail stays available in the app.
Can I keep a voice authorization with an electronic SOA?
Yes. A supported call recording can be stored with related electronic SOAs, enrollment records, plan documents, uploads, and client notes so the file can be reviewed as a whole.
How long should I keep the recording?
Retention depends on the record. Under the CY2027 Medicare framework, marketing and sales call records have a six-year track, with audio required for years one through three. SOA, enrollment, and other records may follow separate 10-year requirements. Follow the current rules and contracts that apply to the specific file.
Can I export a telephone SOA recording?
Yes. Supported recordings and related documents are designed to be retrievable and exportable if your business, agency, FMO, CRM, or phone workflow changes.
Does this guarantee Medicare compliance?
No software can guarantee compliance by itself. Agent Workspace supplies calling, recording, storage, retrieval, and export workflows. The agent remains responsible for using the scripts, disclosures, consent procedures, state rules, and approved enrollment process that apply.
One connected record
Make the telephone authorization easier to find later.
Start Agent Workspace free for 30 days, then continue for $29.99/month.