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The AEP compliance checklist
Every disclosure, scope and election-period check a Medicare enrollment call needs, in the order it happens on the call. Print it, keep it by the phone, work down it. Coaching guidance, not legal advice — confirm against current CMS guidance.
Before you dial
Once, at the start of the day
- Your state licence is current for every state you will work today
- AHIP for the plan year is done and on file
- You are appointed with every carrier you might quote
- A Scope of Appointment is on file, or ready to take, for each scheduled call
- Your headset works and the line is quiet — a caller hears a bad line before they hear you
The first ninety seconds
Before anything else is discussed
- Recording notice given, in words, before the conversation goes further
- You named yourself and stated you are an independent agent
- You said plainly you are not Medicare and not the government
- Permission confirmed for the product types you are about to discuss
Scope of Appointment
Before any plan is named
- Product lines agreed out loud, and they match what is on the form
- Agreement captured — verbally on the recorded line, or by link the client taps
- Date recorded and the record kept; the scope is good for twelve months
- If the conversation moves to a product line the scope does not cover, take a new one first
The TPMO disclaimer
Before any plan benefit is discussed
- Read word for word, not paraphrased
- "We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options."
- Said before the first dollar figure, copay, premium or extra benefit is mentioned
- Nothing said that implies the caller must enrol, or must enrol today
Election period and eligibility
Before you start comparing plans
- Which window is this — AEP, OEP, ICEP/IEP, or a special election period
- If a special period: the reason, the exact dates, and what paperwork proves it
- Medicaid, Extra Help or a savings programme screened for — it changes everything downstream
- Effective date stated plainly, so the caller knows when coverage actually begins
The plan conversation
Throughout
- Doctors, prescriptions and pharmacy checked, not assumed
- Out-of-pocket maximum and the drug costs explained in plain words
- No superlatives you cannot back up — no "best plan", no "nobody can beat this"
- No pressure language, no invented deadline, no benefit the plan does not carry
- The caller repeated back what they are enrolling in, in their own words
Before you hang up
The last two minutes
- Confirmation number or next step given
- What happens next and when they will hear from the plan
- Your direct number, and that they can call you with questions
- Anything you promised written down as a follow-up with a date on it
After the call
Same day
- Call recording retained — CMS expects ten years
- Scope of Appointment filed with the call
- Application status tracked so nothing sits pending unnoticed
- Anything that went wrong noted while you still remember it
Say these close to word for word
- “This call is recorded for quality and compliance purposes.”
- “We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”
- “There is no obligation to enroll, and the decision is entirely yours.”
Want the printable copy and season updates?
One email when a rule changes during AEP. No sales sequence.
Or have it watched for you
Silent Echoes™ runs this checklist live while you talk — it catches the disclosure you forgot, scores whether you said it in the required wording, and tells you the caller's election period from their own words. No call audio is ever stored.