Want to record client calls without juggling multiple apps? We've got you covered.
Overview
Our call recording feature lets you dial clients directly from HealthSherpa Medicare.
Every call is automatically recorded and saved to the client's contact record – so you can listen back, download anytime, and have a record on file if a question ever comes up about what was discussed.
How it works:
Get set up – Get your dedicated phone number for recording, in your area code.
Start a call – From any contact record, click the Call button.
It records automatically – When the call ends, the recording is saved.
It's free – No extra cost, no usage limits, no catch. Call recording is included for all active HealthSherpa Medicare agents.
Getting set up
Requirements
Before you can set up call recording, you'll need:
A valid NPN – to get a provisioned number, you'll need a valid NPN.
At least one completed enrollment – we offer this free service to any agent who's submitted at least one enrollment through our site. (If you're an agency who would like to request an exemption from this requirement for your team, contact medicare-agents@healthsherpa.com.)
Set up your phone number
Go to Settings, and scroll to the Call recording section.
Click Set up phone number.
Enter your preferred area code and click Search.
You'll see your assigned phone number.
Check the box to agree to the HealthSherpa Medicare Terms of Service.
Click Save.
That's it – you're set up. You'll see your Recording number and Forwarding number on the Settings page.
Your forwarding number is the phone that rings when the system calls you – so enter your phone number there. You can change it anytime.
Making a call
Navigate to a contact record.
Click the Call button in the top right
Click Call [name].
Pick up your phone – the system dials you first.
Once you answer, we'll connect you to your client. They'll hear a brief recording disclaimer play, and then the conversation can begin.
💡 Tip: When the ringing stops, say "hello." There's no beep or tone when the call connects – it goes straight to a live line.
"Call myself" – for in-person meetings
If you're sitting with a client in person and want to record the conversation:
Click the Call button on their contact record.
Click Call myself.
Pick up your phone and put it on speaker.
This dials only you – no outbound call to the client. Just set your phone down between you, and the meeting is recorded.
What you & your client see
Here's what you and your client experience when a call is made.
What your client sees:
When you call your client, they'll see your dedicated provisioned number – the one assigned to you during setup, in your chosen area code. We recommend telling your clients to save this number as a contact, so they recognize your calls.
Note: We're working on an upcoming enhancement that will let you display your name or business name instead of this number. Stay tuned.
What you see
When the system dials you, you'll see a call from (857) 832-5695 – that's our HealthSherpa system number. It's the same number every time – save it to your contacts so you recognize it when it rings.
Recordings
When a call ends, the recording is saved to the client's contact record. You'll see a Calls section on the contact record, showing call details, plus a Recording link to download the audio file.
You may need to wait a few seconds and refresh the contact record after your call ends to see the recording appear.
Who can access recordings
Recordings are accessible to the agents themselves, and if they're a captive agent, they'll also be visible to Full Book agents or Admins in their agency.
Coming soon
In future releases, we'll be adding these updates to the Call Recording feature:
Branded calling – your client sees your name or business name when receiving your call, rather than seeing your dedicated provisioned number.
Inbound calling – allows you or your client to call into your provisioned number and trigger a recorded call. This can be handy if you're away from your computer and want to initiate a call.
What else? – If you have ideas for what we should add next, let us know here.
FAQ
Is there a cost for this?
No. Call recording is completely free for all HealthSherpa Medicare agents.
Does my client hear that the call is being recorded?
Yes. A brief disclaimer plays automatically after your client picks up, before the conversation begins – "This call is being recorded for compliance purposes."
How long are recordings stored?
Recordings are securely stored for 10 years.
Does this keep me compliant with recording consent laws?
We take care of the key pieces: a recording disclaimer plays automatically on every call, and you confirm the client's consent before dialing. That said, recording consent laws vary by state – some require all-party consent, others only one-party. We recommend checking the rules in the states where you do business. This feature is not a substitute for your own compliance diligence.
Can I use or port my existing phone number instead?
Not at this time. We assign you a new dedicated number for recording. Your existing phone still rings – that's your forwarding number, which you can set and update anytime in Settings.
Can my agency admin see my recordings?
If your account has a captive connection to an upline agency account, then yes your agency will have access to your recordings, and any agents who they've granted Full Book access to.
What happens if my client doesn't answer?
The call still records. If it goes to voicemail, the recording captures the voicemail greeting and any message you leave. This is normal and can be useful for your records.
Can I delete a recording?
Not directly. Contact support at medicare-agents@healthsherpa.com if you need a recording removed.
Can I record a call I started outside of HealthSherpa?
No. Currently, calls need to be started through the Call button on a contact record to be recorded. If you're already on a call with a client outside the platform, there's no way to patch in recording mid-call. We may add this capability in a future release.
My client's phone number starts with a country code other than +1. Can I call them?
Not at this time. Call recording supports US and US territory numbers only (including Puerto Rico). If a contact's number isn't a US number, the feature won't work.
I can't access Call Recording, why not?
Usually you just need to refresh the Contact Detail page. If it persists, contact support.
Questions? Contact support
You can chat with the AI bot anytime (in the bottom-right corner), email medicare-agents@healthsherpa.com, or call (855) 521-4984.