Brown & Sullivan
VOL · II · CH · IVSCRIPTS · LIBRARY11 · SCRIPTS · APPROVEDVERSIONED · TBD

The book of approved language.

Every word the agent is permitted to read, indexed and versioned. Each entry below is canonical, regulator-ready, and binding upon the agent at the moment the recording opens.

DOMAIN · ACA

ACA

  • SCR · 100 · ACA · OPEN
    v · TBD
    APPROVED · MMXXVI · IV

    ACA Outbound Standard Open

    Compliant ACA Marketplace outbound opening sequence: caller identification, brokerage identification, recording disclosure, and consent re-confirmation.

    ACA_Outbound_Standard_Open
    REQUIRED · ELEMENTS
    • Caller Name
    • Brokerage Identification
    • Recording Disclosure
    • Consent Confirmation
  • SCR · 101 · ACA · QUAL
    v · TBD
    APPROVED · MMXXVI · IV

    ACA Qualification (Standard)

    Household composition, income estimate, current coverage, ZIP-level Marketplace, tobacco use, and APTC eligibility intake.

    ACA_Qualification_Standard
    REQUIRED · ELEMENTS
    • Household Size
    • Estimated AGI
    • Current Coverage
    • Tobacco Use
  • SCR · 102 · ACA · PRES
    v · TBD
    APPROVED · MMXXVI · III

    ACA Plan Presentation

    Metal-tier comparison, network confirmation, formulary lookup, premium and APTC math, and SBC walkthrough.

    ACA_Plan_Presentation
    REQUIRED · ELEMENTS
    • At least 2 plans
    • Network Verified
    • APTC Math Stated
    • SBC Offered
DOMAIN · MEDICARE

Medicare

  • SCR · 202 · MED · NEEDS
    v · TBD
    APPROVED · MMXXVI · III

    Medicare Needs Analysis

    Beneficiary-led analysis of providers, prescriptions, pharmacies, supplemental needs, and budget — captured against the lead and bound to the recording.

    Medicare_Needs_Analysis
    REQUIRED · ELEMENTS
    • Provider List
    • Drug List
    • Pharmacy
    • Budget Window
  • SCR · 203 · MED · PRES
    v · TBD
    APPROVED · MMXXVI · III

    Medicare Presentation (Standard)

    Plan presentation against the captured needs analysis: at least two plans, network verified, formulary verified, MOOP stated, supplemental benefits enumerated.

    Medicare_Presentation_Standard
    REQUIRED · ELEMENTS
    • At least 2 plans
    • Network Verified
    • Formulary Verified
    • MOOP Stated
DOMAIN · COMPLIANCE

Compliance

  • SCR · 200 · CMS · TPMO
    v · TBD
    APPROVED · MMXXVI · IV

    Medicare TPMO Disclosure

    Verbatim TPMO disclosure required by 42 CFR §422.2274(c), captured within the first minute of every Medicare-eligible call.

    Medicare_TPMO_Disclosure
    REQUIRED · ELEMENTS
    • Read Verbatim
    • Captured in Recording
    • Pre-Presentation
  • SCR · 201 · CMS · SOA
    v · TBD
    APPROVED · MMXXVI · IV

    Medicare Scope of Appointment (Verbal)

    Verbal SOA for inbound or beneficiary-initiated calls, with 48-hour rule documentation and product-scope confirmation tied to agent NPN.

    Medicare_SOA_Verbal
    REQUIRED · ELEMENTS
    • Beneficiary Identity
    • Products in Scope
    • Date Stamp
    • Agent NPN
DOMAIN · VERIFICATION

Verification

  • SCR · 103 · ACA · VRF
    v · TBD
    APPROVED · MMXXVI · III

    ACA Voice Verification (Pre-Transfer)

    Standalone verbal authorization captured before live-transfer to HealthSherpa, recording the consumer's stated election and consent to enroll.

    ACA_Voice_Verification_Pre_Transfer
    REQUIRED · ELEMENTS
    • Plan Election Stated
    • APTC Election
    • Consumer Consent
  • SCR · 204 · CMS · VRF
    v · TBD
    APPROVED · MMXXVI · IV

    Medicare Voice Verification (Final)

    Standalone verbal authorization recording closing the enrollment, capturing plan election, effective date, and beneficiary-stated consent.

    Medicare_Voice_Verification_Final
    REQUIRED · ELEMENTS
    • Plan Election Stated
    • Effective Date Stated
    • Beneficiary Consent
EXHIBIT · VV · VERIFICATION
CAPTURED · AS · DISCRETE · ARTIFACT

On voice verification.

The Voice Verification artifact is captured as a separately addressable evidence object — distinct from the parent recording — so that an examiner can be served the verification alone, under its own watermark, without exposing the remainder of the call.