Final expense call center outsourcing and Medicare fronting with nearshore live agents
Final expense call center outsourcing through Ad Nomina's partner call center gives your agency a trained nearshore fronting team for final expense and Medicare campaigns: live agents who greet, screen and warm-transfer qualified callers to your licensed agents, in English and Spanish. The fronters are not licensed agents, and we never sell leads. Your licensed agents spend their day on callers ready to talk.
General information, not legal advice: your compliance team approves your scripts and consent language.
What a fronting team does for your agency
A fronting team takes the first minutes of every call so your licensed agents do not have to. Nearshore live call center agents at a partner call center we introduce you to work your script, ask your screening questions and hand qualified callers to your licensed agents on a warm transfer. Plan talk, quotes and enrollment stay with your licensed people, every time.
You keep the leads, the consent records and the customer. The partner call center staffs and coaches the seats, and you agree the work with it directly. We can review the recorded calls against your script.
How a Medicare campaign runs
Three steps, the same on every call. Plan talk never happens on the fronting line: the fronter does not name a plan, compare benefits or quote a premium.
The fronter greets the caller
Your script opens the call: who is calling, on whose behalf, and the recording notice your compliance team writes.
Screens against your criteria
Name, ZIP code and county, current coverage, and whether the caller has Medicare Parts A and B, asked the same way on every call.
Warm-transfers to your licensed agent
The caller stays on the line while your licensed agent picks up with the screening answers in hand.
Callers outside your criteria are routed the way you choose. For opening lines, screening questions and transfer wording you can hand your compliance team, see our Medicare call center script guide.
How a final expense campaign runs
A final expense call is short on the fronting side. The live agent confirms the caller's age range and state, takes the beneficiary basics your script asks for, and checks the caller wants to speak with a licensed agent today. Then the caller goes straight to your licensed agent on a warm transfer.
No quotes and no health underwriting questions happen on the fronting line. Coverage amounts, health questions and the application are your licensed agent's conversation. That keeps the transfer clean, and keeps the right person on every question a regulator or carrier cares about.
The Medicare campaign calendar
Medicare volume follows the enrollment periods set in federal rules. Scope your live seats to the period you are working, and add our AI voice agents for the nights and peaks.
| Period | Dates | What it means for the live seats |
|---|---|---|
| Annual Enrollment Period (AEP) | October 15 to December 7 each year, for coverage that starts January 1. | Peak inbound and outbound volume. Seats scoped before October 15. |
| Medicare Advantage Open Enrollment Period (OEP) | January 1 to March 31, for people already in a Medicare Advantage plan. | Steady inbound. Callers screened for current Medicare Advantage enrollment. |
| Special Enrollment Periods (SEP) | All year, when a qualifying event applies, such as a move. | Screening questions confirm the event before transfer, using the list your agency supplies. |
| Turning 65 (T-65) | The initial enrollment period runs 7 months: 3 months before the month a person first becomes eligible, that month, and 3 months after. | Outbound to the leads you supply as consented, scheduled by birth month. |
Sources for each period are listed at the foot of this page. Running ACA campaigns too? See ACA call center answering for the Marketplace season.
English and Spanish live, twenty languages on the AI side
The live agents work in English and Spanish, so a bilingual Medicare call center is part of the campaign from day one, not an add-on. Spanish-speaking callers reach a person in their own language and transfer to the licensed agents you name for Spanish calls.
For overflow and the hours the live seats are closed, our AI voice agents answer in seconds in twenty languages and regional variants, detected automatically. The AI says it is an AI on every call and follows the same screening rules. For Medicare agencies that want the AI to take the first call, see our AI voice agent for Medicare agencies. Weighing the two? Read AI voice agent vs call center.
What the live agents handle and what stays with your licensed agency
| Task | Partner call center live agents | Your licensed agency |
|---|---|---|
| Greeting and recording notice from your script | Yes | You write and approve the wording |
| Screening questions and data capture | Yes | You set the criteria |
| Warm transfer with the caller on the line | Yes | Your licensed agent answers |
| Plan comparison and benefits | No | Yes, on your licensed line |
| TPMO disclaimer | Said by the fronter only where your compliance team places it in the script | You decide where it is said; it must come before any benefits are discussed |
| Quotes, health questions and applications | No | Yes |
| Enrollment and scope of appointment | No | Yes |
| Consent on your leads | Calls only the leads you supply as consented | You capture and keep consent, and your compliance team approves the wording |
| Call recording and retention | Gives the recording notice from your script; recording and retention are agreed in your contract with the partner call center | You and your plans set the retention: federal rules require at least 6 years for TPMO marketing and sales calls, the first 3 in audio, and carriers may require longer |
Selling life and health products too? See our AI receptionist for insurance agents.
Consent, calling hours and recording rules
Outbound calls go only to people who have agreed to hear from you. You capture and keep consent, your compliance team approves the consent wording, and the live agents call only the leads you supply as consented. Sales calls run between 8am and 9pm in the called person's local time, and numbers are screened against federal and state Do Not Call lists.
On Medicare sales calls, the TPMO disclaimer must be "verbally conveyed during sales calls prior to the discussion of any benefits." Benefits are never discussed on the fronting line, so your script places the disclaimer on your licensed line. If your compliance team also places it in the fronter script, the fronter says it there. Where your campaign is lead generation for a Medicare Advantage plan, the fronter tells the caller their information is going to a licensed agent and that they are being transferred to a licensed agent who can enroll them in a new plan. Federal rules require TPMO marketing and sales calls to be recorded and kept for at least 6 years, the first 3 years in audio, and plans pass that duty down in their TPMO contracts, so agree with your plans and the partner call center who records the calls and who keeps them. Read our guide to Medicare call recording requirements and the live agent compliance rules.
Quality built in
The partner call center runs every campaign on structured coaching, recorded-call review and daily production management, against the script and transfer rules you agree before the first call.
Want the same review on the calls your licensed agents take? Our call center QA for insurance agencies scores recorded calls against a checklist written from your script and the CMS items you follow, with the line from the call behind every mark.
How seats are scoped and priced
Tell us the campaign: Medicare, final expense or both, inbound or outbound, the hours and states to cover, the volume you expect and the languages you need. We introduce you to the partner call center, which sizes the live seats to it and quotes the work by the agent hour once scoping is done. You agree the seats, the script, the transfer rules and the price with the partner directly.
No per-lead or per-transfer charges from us, because we do not sell leads or transfers.
Medicare and final expense live agent questions
Do you sell Medicare or final expense live transfers or leads?
No. We do not sell leads, transfers or calls. We introduce you to a partner call center whose live agents work your leads and your inbound lines on your script and transfer qualified callers to your own licensed agents. You own the leads, the consent and the customer, and you agree the work and its terms with the partner directly.
What does a fronter do on a Medicare campaign?
A fronter opens the call, gives the greeting and recording notice from your script, asks your screening questions and warm-transfers qualified callers to your licensed agent. A fronter never names a plan, compares benefits or quotes a premium. Those conversations belong to your licensed agents, so the fronter keeps the call short and the transfer clean.
Can the live agents quote, sell or enroll?
No. The live agents never act as licensed agents. They do not quote premiums, discuss plan benefits, ask health questions, take applications or complete enrollments. Every caller who is ready for that conversation goes to your licensed agent on a warm transfer, with the screening answers already gathered.
Do you work final expense campaigns?
Yes. On a final expense campaign the live agents confirm the caller's age range and state, take the beneficiary basics your script asks for and warm-transfer interested callers to your licensed agent. Quotes and health underwriting questions stay with your licensed agent. Inbound, outbound to the leads you supply as consented, or both.
Do the live agents speak Spanish?
Yes. The live agents work in English and Spanish, so Spanish-speaking callers reach a person in their own language. Our AI voice agents add twenty languages and regional variants, detected automatically, for overflow and the hours the live seats are closed. Tell us which of your licensed agents take Spanish transfers.
How are live seats priced?
The partner call center quotes the seats by the agent hour once your campaign is scoped: the hours and states to cover, inbound or outbound, the volume you expect and the languages you need. You agree the price and terms with the partner directly. There is no per-transfer or per-lead charge from us, because we do not sell transfers or leads.
Sources
Primary sources for the rules on this page, checked October 14, 2026.
- 42 CFR 422.62(a)(2) and (a)(3): annual coordinated election period and the MA open enrollment period
- 42 CFR 422.62(b): special election periods
- 42 CFR 407.14(a): the 7-month initial enrollment period
- 42 CFR 422.2267(e)(41): the TPMO disclaimer and when it is said on a call
- 42 CFR 422.2274(g)(2)(ii): TPMO call recording and retention, as amended at 91 FR 17384 (April 6, 2026)
- Federal Register, 91 FR 17384, April 6, 2026, Contract Year 2027 final rule (document 2026-06600)
- 42 CFR 422.2274(g)(3)(i)(A) and (g)(3)(ii): TPMO lead generation disclosures, given verbally on the phone
- 47 CFR 64.1200(c)(1) and (c)(2): calling hours and the national Do Not Call registry
Put live agents on your Medicare or final expense campaign.
Tell us the campaign, the hours and where transfers should go. We reply to every inquiry by email.