Rachel Nguyen

Sr. Compliance Analyst

Rachel ensures AgentTech customers stay compliant with Medicare and insurance regulations. She writes about TCPA, CMS requirements, recording retention rules, scope of appointment, and audit readiness—helping call centers avoid penalties and build defensible compliance programs.

Articles by Rachel Nguyen

Compliance April 16, 2026

AI Agents for Medicare-Regulated Calls: What to Automate (and What Not To)

A compliance-first framework for using AI agents in Medicare call flows: safe automation targets, escalation guardrails, and audit-ready documentation.

Compliance April 12, 2026

Year-End Compliance Review: Closing the Books on Call Center Compliance

Annual compliance review checklist — recording audits, consent verification, DNC list updates, license renewals, and CMS documentation review.

Compliance April 9, 2026

Recording Retention Rules: How Long Must You Keep Medicare Call Recordings?

CMS and state-level requirements for call recording retention periods, storage best practices, and automated retention policies.

Compliance April 5, 2026

Multi-State CMS Compliance: Managing Licensing and Rules Across 50 States

How to handle the complexity of state-by-state CMS compliance variations, licensing requirements, and automatic state-based routing.

Compliance March 29, 2026

CMS Penalties and Fines: The Real Cost of Non-Compliance

Breakdown of CMS enforcement actions, civil monetary penalties, and real examples of agencies that faced consequences.

Compliance March 23, 2026

CMS Call Monitoring Requirements: What Supervisors Need to Know

How CMS expects Medicare calls to be monitored, frequency requirements, documentation standards, and how AI monitoring satisfies these rules.

Compliance March 16, 2026

HIPAA Compliance in Insurance Call Centers: Protecting Beneficiary Data

How to handle PHI on calls, secure call recordings, manage data access controls, and ensure your call center meets HIPAA standards.

Compliance March 8, 2026

Telephonic Scope of Appointment (T-SOA): How to Stay Compliant on Every Call

Step-by-step guide to capturing T-SOA correctly during inbound and outbound Medicare calls.

Compliance February 28, 2026

Scope of Appointment (SOA) Rules: A Complete Guide for Call Centers

Everything call centers need to know about obtaining, documenting, and storing SOA forms before Medicare sales conversations.

Compliance February 24, 2026

AI Compliance Monitoring for Insurance Call Centers (TCPA, CMS, HIPAA)

A practical guide to AI compliance monitoring in insurance call centers: what it covers, how teams operationalize it, and what to ask vendors.

Compliance February 22, 2026

TCPA Compliance for Insurance Call Centers: The Complete 2026 Guide

Everything insurance agencies need to know about TCPA regulations, consent requirements, and avoiding costly lawsuits.

Compliance February 16, 2026

CMS Marketing Guidelines 2026: What Every Medicare Agent Must Know

A comprehensive breakdown of the latest CMS marketing guidelines for Medicare Advantage and Part D plans.

Compliance February 13, 2026

OEP vs AEP vs SEP: When Can You Sell Medicare? Complete Guide

Complete guide to Medicare enrollment periods. AEP, OEP, SEP, IEP dates, rules, CMS marketing guidelines, and sales strategy for each window.

Compliance February 10, 2026

DNC List Compliance: A Complete Guide for Insurance Call Centers

Complete guide to DNC compliance. Federal vs state lists, scrubbing requirements, EBR exemptions, penalties, and automated compliance.

Compliance February 9, 2026

CMS Call Recording Requirements for Medicare Sales: Complete Guide

Everything about CMS call recording requirements for Medicare sales. What to record, retention periods, consent rules, and audit preparation.

Compliance February 6, 2026

TCPA Compliance Guide 2026: What Insurance Agents Need to Know

Complete guide to TCPA compliance for insurance call centers. Consent rules, DNC requirements, penalties, and how AI monitoring keeps you compliant.

Compliance January 22, 2026

Medicare Compliance Guide 2026: Call Recording & Documentation

Complete guide to Medicare call recording and compliance requirements.

Compliance January 18, 2026

Insurance Compliance Made Simple with AI

Learn how AI is simplifying compliance for insurance agencies.

Compliance December 10, 2025

Advanced Compliance Features for Medicare Call Centers

Deep dive into compliance automation and monitoring.