The Brown & Sullivan Directory is organized after the manner of a card catalog. Each entry carries a Dewey-style reference code, a serif title, a brief summary, regulatory citations, and a date of last review.
Two-channel recordings of every outbound and inbound call, captured at the carrier-grade telephony bridge and sealed against modification at the moment of disconnect.
Standalone verbal authorization recordings captured during enrollment, retained as a separately addressable evidence object distinct from the parent call.
CMS-compliant Medicare Scope of Appointment records, captured 48 hours in advance of plan presentation and tied to the agent's NPN and AHIP cycle.
Third-Party Marketing Organization disclosure read verbatim within the first minute of every Medicare-eligible call and captured as a discrete evidence span.
Lead-level evidence of prior express written consent under the 2024 TCPA one-to-one consent rule, with source URL, IP, timestamp, and disclosure language hash.
Real-time index of producer state licenses by NPN, line of authority, and renewal date, refreshed against NIPR and individual state DOI feeds nightly.
Current-cycle AHIP and Medicare-only training completion records, including certificate IDs and expiration windows, blocked at the dialer when not current.
Producer-to-carrier appointment ledger with effective dates, contracted product lines, and writing numbers, reconciled weekly against carrier feeds.
Plan-year contract index by H-number / PBP, with formularies, networks, MOOP, supplemental benefits, and SBC linkage to the enrollment workflow.
Formulary catalog with tier placement, prior authorization flags, step therapy, and quantity limits; mapped to the agent's drug-list intake form.
Standardized Medigap plan letters (A, F, G, N, et al.) by carrier and rating area, including underwriting class, household discount, and pre-existing waiting periods.
Qualified Health Plans by state Marketplace, metal tier, network, formulary, and APTC tax-credit eligibility — synchronized to HealthSherpa for enrollment.
Prior express written consent, identification of caller, time-of-day windows, internal DNC, reassigned-number database, and one-to-one consent enforcement.
TPMO disclosure, SOA timing, plan presentation rules, recording requirements, and material file-and-use process governing all Medicare distribution.
PHI handling for enrollment, BAAs with carriers and platform vendors, minimum necessary standard, and breach notification thresholds.
Producer licensing, marketing material approval, anti-rebating statutes, and state-specific call-recording consent regimes across XXXVII jurisdictions.
Caller ID transmission, prompt disclosures, prohibited deceptive practices, abandoned-call rate caps, and recordkeeping for all telemarketing calls.
Primary outbound and inbound voice channel with webhook subscriptions for call lifecycle events: Initiated, Authorized, Ringing, Connected, Disconnected, Recording-Ready.
10DLC-registered SMS messaging with brand and campaign vetting, opt-out keyword handling, and lead-level consent gating prior to send.
Auto-dialer that refuses to place a call until the Compliance Engine returns an authorization token covering consent, DNC scrub, jurisdiction, and time-of-day.
Warm-transfer protocol from front-line agent to licensed enrollment producer (HealthSherpa for ACA, carrier portal for Medicare) with mid-call SOA, TPMO re-disclosure, and continuous recording across legs.
Routing rules that bind a caller's destination state to producers licensed and appointed for the line of authority, refusing to route to non-licensed agents.
Lead-to-agent matching using historical disposition data, plan-set affinity, and conversion likelihood — held strictly within the licensed-and-appointed cohort.
Supervisor-to-agent whisper channel for in-call coaching — captured to the audit ledger but excluded from the consumer-facing recording.
Inbound queue overflow handler offering scheduled callback in lieu of hold time, preserving caller-ID and consent posture for the deferred contact.
In-call language detection of required disclosures (TPMO, recording, SOA) with supervisor alerts when a required element has not been observed in the audio stream.
Automated and human review of every recording against a published rubric — disclosure capture, script adherence, prohibited language, beneficiary identification.
Single lead-thread across voice, SMS, and email — same consent posture, same audit ledger, same retention clock — so the file remains coherent at audit time.
Speaker-recognition signature comparing the live voice on the call to the prior beneficiary recording, used as a secondary check for high-risk transactions.
Co-browse session into the consumer's HealthSherpa enrollment with no input capture by the agent — enrollment is consumer-driven, agent guides verbally.
Automatic synthesis of the call disposition note from transcript and structured-event capture, reviewed and signed by the agent before file commit.
All call recordings, SOA forms, voice verifications, consent evidence, and enrollment artifacts written to Box with retention policies and metadata templates.
Indefinite-hold retention policy applied to all CMS-regulated artifacts; HIPAA artifacts held to 6-year minimum; TCPA consent evidence held to 5 years post-revocation.
Structured metadata applied at upload: agent NPN, lead ID, carrier, plan ID, recording duration, disposition code, regulatory tags, and audit hash.
Time-bounded, watermark-stamped Box shared links produced on demand for state DOI, CMS, OCR, and FTC examiners — with full access ledger.
Inbound lead intake from purchased lead vendors — schema validation, duplicate detection, source attribution, and consent-receipt resolution at the moment of receipt.
Reassigned-number scrub, jurisdiction enrichment, time-zone resolution, and DNC pre-check — performed before the lead is eligible for the dialer queue.
Composite score across consent freshness, jurisdiction, vendor quality, and historical conversion — dictating queue priority and speed-to-lead window.
Sub-five-minute dial cadence on freshly consented leads, gated by the Compliance Engine token, with cap on attempts per state-law dial-frequency rules.
Initial conversation: identification, recording disclosure, consent re-confirmation, qualification, and warm hand-off to the appropriate licensed producer.
Multi-touch follow-up across voice, SMS (10DLC), and email — with strict opt-out handling and per-channel consent gating maintained on the lead thread.
Aging-into-Medicare and household-Medicare cross-sell pathway off the ACA file — re-consent, fresh SOA, TPMO disclosure, and licensure check before any plan discussion.
Identity, source URL, consent text, IP, timestamp, jurisdiction, and demographic snapshot at the moment of consent capture.
Every call, SMS, and email tied to the lead, with two-channel recordings, transcripts, disposition codes, and agent identity.
Application snapshot, carrier confirmation IDs, plan election, signature artifacts, and post-submission status events.
TPMO disclosure span, SOA form, voice verification, drug-list confirmation, plan-presentation timestamp, and required-language read-back.
Append-only event log of every system action against the file: who accessed, what was viewed, what was exported, and which examiner received which shared link.