The Calls page is home to a free, unique call recording phone number that records & stores calls between agents & consumers. Agents can listen to, download, & add notes to completed calls.

In this article we’ll cover:

The Calls page is where agents generate their unique call recording phone number, and view & manage recorded calls.

From the Calls page, agents can:

The call table will appear empty until a call is recorded.

Agents will begin by generating a call recording phone number. This number will be unique to the HealthSherpa account.

To generate a number, select Generate your personal 3-way call phone number.

Once a number has been assigned to the account, agents can dial this number with their consumer on the line to have the call recorded. The call recording phone number should not be shared with consumers.

Agents can save their unique call recording phone number to the contacts list on their phone or computer for quick access.

Agents are responsible for checking local call recording laws & following applicable call recording rules.

HealthSherpa recommends notifying consumers at the beginning of every call that the call is being recorded and ask whether they agree to proceed. For example: Hi [consumer name], this call is being recorded. If you do not agree to participate in a recorded phone call you can hang up. Do I have your permission to proceed?

Agents will begin by having their consumer on the phone. Once the consumer and agent are connected, agents will:

Consider stating the consumer’s name & phone number at the beginning of the call to help identify the call later.

In progress and completed calls will appear on the Calls page.

HealthSherpa automatically stores completed call recordings & displays them on the Calls page.

Use the Note column to add the consumer’s name or phone number to a recording. Select the pencil icon to edit the information listed.

HealthSherpa will automatically review the name and phone number entered in the Note column. If a matching record is detected on the Clients page, a link to the client's Details tab will be added to the Contact column.

From the Playback column, select Play to listen to a recorded call or Download to save a copy.

No. On October 19, 2026, the Centers for Medicare & Medicaid Services (CMS) released guidance recommending that carriers direct their appointed agents to record consumer enrollment calls for Plan Year 2027. This guidance describes best practices and is not a regulation, so call recording is not a federal requirement; any requirement would come from a carrier, and agents can contact their carriers with questions about contract terms or expectations.

Call recording functionality on HealthSherpa supports compliance with this guidance from CMS.

Yes. HealthSherpa provides call recording functionality to agents at no cost. Use of the Calls page is entirely free.

To receive a unique call recording phone number, agents must have a verified National Producer Number (NPN) & have their identity verified on HealthSherpa. HealthSherpa checks for eligibility automatically and allows eligible agents to generate unique call recording phone number.

Yes. Agents can dial the call recording phone number from any device or source, including a mobile phone or existing dialer software. To record an in-person conversation, agents can dial the number & place the call on speaker. To record a video meeting, such as a Google Meet, agents can invite the assigned number to the meeting.

Instructions for starting a 3-way call are available for Apple iPhone devices here & Android devices here.

No. Only one call can be recorded using the agent's call recording phone number at a time.

No. The call recording phone number accepts inbound calls only. Agents should only dial the call recording phone number once they have the consumer on the line.

No. Agents can record as many calls as needed.

Yes. Agents can upload existing call recordings to the Consent page. It is not yet possible to upload recordings to the Calls page.

By generating and using the call recording phone number, the agent consents to HealthSherpa retaining, recording, & reviewing calls placed to the number. The agent remains solely responsible for following all applicable legal requirements related to recording.

For help using HealthSherpa or for other assistance, contact Agent Support. Agent Support is available by phone at (888) 684-1373, by email at Support@HealthSherpa.com, or by chat directly from the HealthSherpa account.