“Thanks for calling Carmichael Medicare Services. I want to be clear up front: I can't discuss specific plans without a signed Scope of Appointment — that's a CMS rule. I CAN book you an appointment, take a message, or help with general questions. How can I help today?”
Built for the calls Medicare brokers + agents + SHIIP counselors actually get
CMS Scope-of-Appointment compliance — hard-coded refusal without signed SOA
Per CMS 42 CFR §422.2274 + Medicare Marketing Guidelines, agents cannot discuss specific plan benefits, premiums, formularies, or network details without a signed Scope of Appointment (SOA) on file. The AI (safety.ts rule 21l R17) refuses categorically: 'I can't discuss specific plan details without a signed Scope of Appointment on file — that's a CMS rule. If you'd like to schedule an appointment, I can book that and we'll send you the SOA form.' Federal exposure: CMS Civil Money Penalties up to $25,000 per violation (42 CFR §422.752) + broker-license suspension + FMO commission-clawback. Protects you from CMS Marketing Surveillance corrective-action plans.
'I'm calling from Medicare about your new card' / 'Verify your HICN to keep benefits active' / 'free DME catheter / back brace / CGM kit, just need your Medicare info' — SSA-OIG #1 senior-fraud pattern. The AI (safety.ts rule 21m R17) recognizes + tells the caller: 'Medicare does NOT call you and ask for your Medicare number — that's a scam. Hang up + call 1-800-MEDICARE (1-800-633-4227) yourself to verify. Report to Senior Medicare Patrol 1-877-808-2468 + SSA OIG 1-800-269-0271.' Pages you so you call back with reassurance + identity-theft-protection guidance.
AEP (Annual Enrollment Period Oct 15-Dec 7) 5× volume surge
Most Medicare brokers experience 5× call volume during AEP. Honest pricing disclosure: Starter $107/mo with 250 min/$0.79 overage will hit $897 in a 1,250-min AEP month. We recommend Professional ($274/mo + 700 min) or Enterprise ($582/mo + 2,000 min) for the AEP window — and you can DOWNGRADE the rest of the year (no contract). Email hello@ringdispatch.com BEFORE September with your projected AEP volume; we'll quote a custom seasonal tier to cap your overage exposure. Auto-burst-tier suggestion is on the roadmap.
Slow-speech mode + Medicare jargon translation
Safety.ts rule 29a R13 triggers slow-speech mode automatically for elderly / ELL / low-literacy / hard-of-hearing callers (shorter sentences, repeat-back, longer pauses). R17 extends with Medicare-jargon plain-English translation: 'MA-PD' → 'Medicare Advantage plan that also covers your prescriptions', 'donut hole' → 'the gap where you pay more for your meds before reaching the safety net', 'LIS' → 'low-income help paying for your meds', 'IRMAA' → 'extra premium based on your income', 'SEP' → 'special time to switch plans', 'MAPD vs Medigap' → 'one is all-in-one, the other adds to Original Medicare'. Black + Hispanic + immigrant elderly Medicare clients deserve plain-language access.
SHIP / SHIIP / impartial-counselor referral
When a caller wants impartial benefits counseling (not your sales pitch), the AI offers: 1-800-MEDICARE + your state's SHIP (State Health Insurance Assistance Program) — free, impartial, volunteer-staffed. NEVER pretends you're impartial when you're commissioned. Maintains your CMS compliance posture + serves the caller honestly.
Identity non-confirmation for hostile callers + adult-child-fishing
Hostile callers / adult-children-fishing asking 'did your office call my mom?' / 'is my dad enrolled in Medicare Advantage with you?' get rule 21a identity-non-confirmation refusal. The AI never confirms enrollment status, plan details, or even client-relationship without HIPAA + CMS-compliant verification.
How it works for Medicare brokers + agents + SHIIP counselors
Hard-coded SOA refusal (rule 21l)
AI refuses plan-specific discussion without signed SOA on file. Captures intent ('interested in MA' / 'Part D question') without quoting plan-specific data.
From $107/mo (billed annually). No contract. Cancel anytime.
$129/mo if you go month-to-month. Three plans (Starter / Professional / Enterprise), voice cloning included with any active plan, BYO phone number. Most Medicare brokers + agents + SHIIP counselors start on Professional for multi-staff routing.
FAQ for Medicare brokers + agents + SHIIP counselors
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CMS SOA compliance — will the AI accidentally discuss plans without a signed SOA?
No. Safety.ts rule 21l R17 hard-codes refusal. The AI categorically refuses to discuss specific plan benefits, premiums, formularies, or network details without a signed Scope of Appointment on file. Protects you from CMS Civil Money Penalties up to $25,000 per violation under 42 CFR §422.752.
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Medicare scam-call victim calls me in panic — what does the AI do?
Safety.ts rule 21m R17: recognizes the #1 senior-fraud patterns ('Medicare card scam', 'DME catheter scam', 'HICN verification scam'), tells the caller to hang up + call 1-800-MEDICARE themselves + report to Senior Medicare Patrol 1-877-808-2468 + SSA OIG 1-800-269-0271. Pages you so you can call back with reassurance + identity-theft-protection guidance.
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AEP volume surge — will my $107/mo Starter tier explode?
Honest answer: probably yes if you don't upgrade. 5× normal volume in AEP at 250-min Starter = $897 month with overage. We recommend Professional or Enterprise for AEP window + downgrade rest of year. Email hello@ringdispatch.com BEFORE September with projected AEP volume for a custom seasonal tier.
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Will the AI translate Medicare jargon for my elderly Spanish-speaking clientele?
Yes. Slow-speech mode (rule 29a) + Medicare-jargon plain-English substitution: 'MA-PD' → 'Medicare Advantage plan that also covers your prescriptions', 'donut hole' → 'the gap where you pay more for your meds', 'LIS' → 'low-income help paying for your meds'. Spanish (Mexican Eduardo / Argentinian Valeria / Latin American Juan Carlos) supported for Spanish-speaking elderly.
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Impartial counseling referral?
Yes. The AI offers 1-800-MEDICARE + your state SHIP for callers wanting impartial benefits counseling. NEVER pretends you're impartial when you're commissioned. CMS compliance + caller honesty preserved.
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