Ted Botten Agency Automates Compliance & Streamlines Remote Communications with Cady
Ted Botten is devoted to protecting his clients by helping them choose the right health insurance plans for themselves, their families, and their employees. His commitment to client care even extends to his agency’s phone system. Here’s why Ted Botten Agency turned to Cady for secure communications, CMS Medicare-compliant call recording, and HIPAA-compliant encrypted fax – and how they streamlined remote work in the process.
Secure, Compliant Call Recording and Transcription
Now in their 34th year, Ted Botten Agency provides health insurance plans (including Medicare, dental, and vision) to more than 4,000 clients from their Saint Louis Park, Minnesota location.
The agency needed to upgrade its phone system when the new CMS Medicare call recording requirements went into effect in October 2022.
The rules mandate that insurance agents and brokers who sell Medicare supplemental insurance must record phone calls with beneficiaries for Medicare Advantage and Prescription Drug Plans, and they must securely store those recordings for ten years.
Cady was there to help. We replaced Ted Botten Agency’s traditional phone system with a cloud hosted system that automates compliance. Their new system automatically records only the types of calls required by law, ensuring compliance while protecting client privacy.
The call recording service securely stores recordings on the cloud for ten (or more) years, allowing Ted Botten Agency to retrieve the recordings if needed.
“Cady gave me the ability to record in the cloud,” says agency owner Ted Botten. “That’s important because the government changed the rules. Anyone who wants to have a phone appointment to review Medicare policies we have to record.”
The new phone system also automatically transcribes calls, which helps Ted Botten Agency manage callers during its busiest times.
“A big thing we use in the office is the transcription part of the service. Based on the way my business is run, during a really heavy fourth quarter, we might have 100 or 200 calls per day,” Ted says. “We have transcriptions of who we’re going to call so we have documentation of everything. We can divvy up who needs to call whom based on transcription documents before we receive phone calls. The transcription was really a plus, it’s a great thing.”