An availability ping update is critical whenever a vendor switches between ingroup routing and state routing. Without this adjustment, the system checks the wrong filter, making vendors appear unavailable, skewing performance stats, and disrupting call flow across the platform. Two Types of Routing Ingroup routingUses parameters to confirm availability within a defined call group. State […]
Agentic AI tools are reshaping how businesses engage with customers, but their use comes with complex regulatory and practical considerations. While there is no outright prohibition against deploying AI-driven communication tools, companies should approach adoption carefully to ensure compliance with federal and state laws, as well as industry best practices. Key Regulatory Considerations 1. Transparency […]
A Policy Meant for Security Creates New Challenges The new CMS 30-minute timeout policy requires users of the CMS Enterprise Portal to log back in after half an hour of inactivity, a measure designed to protect consumer data but one that is proving disruptive for agents and brokers. Because enrollment consultations often last longer than […]
Republicans Push to Extend ACA Subsidies Before 2026 Midterms With enhanced Affordable Care Act (ACA) premium subsidies set to expire at the end of 2025, a group of House Republicans has introduced legislation to extend the benefits through 2026. The move aims to prevent a sharp rise in health insurance costs and potential coverage losses […]
Strengthening Marketplace Integrity: What Agents and Brokers Need to Know The healthcare enrollment landscape is shifting, and agents and brokers are right in the middle of it. CMS and its partners have rolled out a series of changes aimed at protecting consumers, tightening security, and ensuring transparency across the Federally-facilitated Marketplace (FFM). While some […]
TLD’s Commitment to Robocall Mitigation: Fully Aligned with FCC Standards In a sweeping move in August 2025, the Federal Communications Commission (FCC) took action against—or “hung up on”—more than 1,200 voice service providers. These providers were removed from the FCC’s Robocall Mitigation Database (RMD), effectively cutting them off from routing calls through the U.S. network. […]
ACA at a Crossroads: CMS Cracks Down on Enrollment, Brokers Brace for Impact If you’ve been feeling like the world of ACA coverage is shifting rapidly—and with high stakes—you’re not alone. CMS is zeroing in on improper and duplicate enrollments, and the ripple effects are poised to land squarely in your lap, whether you’re a […]
September 2025 Restricted Calling Dates – Compliance Alert If your team handles outbound calls or text marketing, staying compliant with holiday calling restrictions is essential. DNC has just released the 2025 September Restricted Do Not Call Dates, and understanding them now can prevent major compliance headaches later. Key U.S. Restricted Date September 1, 2025 – […]
Why Understanding the Difference is Key for Your Call Center In the fast-paced world of insurance call centers, efficiency is key – but so is playing by the rules. Two crucial tools often confused are the Block List and the Internal Do Not Call (DNC) List. Understanding their differences and managing them effectively isn’t just […]
A New Crossroads for TCPA: Text Messages, DNC Rules, and the McLaughlin Impact — and How TLD Helps You Stay Compliant The TCPA compliance landscape has entered uncharted territory. The recent McLaughlin Chiropractic Associates v. McKesson Corp. decision has upended decades of precedent by ruling that district courts no longer need to defer to FCC […]
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