Perfect Medicare · Call review

Outbound Medicare call — Daniel Ortiz

Agent J. Rivera · Riverside Insurance When Aug 17, 2026, 2:14 PM Length 8m 42s Outcome Follow-up scheduled

This is the view an agent and their manager open after a call: the score, which required disclosures were said, the recording, and the full transcript with every compliance issue flagged in place — what was said, why it's a problem, and the compliant way to say it.

Report card
C+

68 compliance

Compliance
68
Rapport
88
Discovery
79
Knowledge
82

Warm, patient rapport and strong plan knowledge — but four compliance issues pulled the call down: a superlative claim, calling the plan "free," a medical-advice slip, and a pressure close. The TPMO disclaimer was given, but late (after the pitch began).

Strengths

  • Identified as a licensed agent and gave the recording notice up front.
  • Excellent discovery on doctors and prescriptions.
  • Recovered well and scheduled a compliant follow-up.

To improve

  • Give the TPMO disclaimer in the first minute, before pitching.
  • Never call a plan "the best" or "free."
  • Route all clinical questions back to the doctor.
Required disclosures

What was said

✓Licensed agent ID ✓Recording notice ✓Not endorsed by government !TPMO disclaimer — late ✓Number of plans represented ×Scope of Appointment
Recording

Listen back

2:58 / 8:42

In the live product this plays the actual Twilio call recording, synced to the transcript below.

Transcript

Every moment, flagged in place

Agent
Hi, is this Daniel? My name's Jordan Rivera, I'm a licensed insurance agent with Riverside Insurance. Just so you know, this call is recorded. Do you have a couple of minutes?
✓ Licensed-agent ID + recording notice given
Customer
Sure, I've got a few minutes.
Agent
Great. And just to be clear, we're not connected with or endorsed by the federal Medicare program — I'm an independent agent. I wanted to go over some Medicare Advantage options for 2026.
✓ "Not endorsed by government" disclosure hit
Customer
Okay. I've been on Original Medicare and my daughter said I should look at these.
Agent
Perfect. Can I ask which doctors you see and what prescriptions you're on, so I can check what's covered?
Customer
I see Dr. Halloran, and I take metformin and a blood pressure pill.
Agent
Got it. Honestly, the plan I'm going to show you is the best plan out there — nobody can beat it.
High · Prohibited superlative
CMS prohibits unsubstantiated superlative or absolute claims about a plan ("the best," "nobody can beat it") unless backed by a citable source.
Say instead: "Based on the doctors and drugs you listed, this plan covers all of them — and it carries a 5-star CMS rating for 2026."
Customer
Oh, that sounds good. What does it cost?
Agent
That's the best part — it's basically free.
Medium · Misleading "free"
Medicare plans aren't "free" — the member still pays their Part B premium, copays, and coinsurance. Use "$0 premium."
Say instead: "This plan has a $0 monthly premium. You'd still pay your Part B premium and any copays."
Customer
Well, my metformin copay adds up. This one's expensive.
Agent
Honestly, at your age you probably don't even need that expensive medication — I'd ask for the generic and skip a dose here and there.
High · Medical advice
Agents are not clinicians. Telling a beneficiary they don't need a medication, or to change how they take it, is prohibited medical advice.
Say instead: "I can't give medical advice, but I can check this plan's copay for metformin and whether a generic is on the formulary. For anything clinical, please talk with your doctor."
Customer
Hm. I'd want to think about all this.
Agent
I understand, but you really need to sign up today or you'll lose this offer.
Medium · High-pressure / false urgency
Cannot pressure or rush a beneficiary with a false deadline. Enrollment is tied to valid election periods, not a same-day "offer."
Say instead: "Take all the time you need. You can enroll any time during your valid election period, and I'm happy to answer questions."
Agent
Actually — let me correct myself. I also want to note: we don't offer every plan available in your area; any information is limited to the plans we offer. You can contact Medicare.gov or 1-800-MEDICARE, or your local SHIP, for all your options. I represent 14 plans from the carriers I work with.
✓ TPMO disclaimer + number-of-plans given (flagged as late — should come in the first minute)
Customer
Okay, that's helpful. Send me the details and let's talk next week.
Agent
Absolutely. I'll email the plan summary and we'll set a time. Thanks, Daniel.