We used to have CMS calls in our call center and mgmt. knew exactly when they would start like usually February because they were told by CMS what months they did it. We knew exactly when because it was an area code we never got calls from. They gave us cheat sheets and some of the reps still screwed up. They will usually work seminars during AEP, never known of a face to face from CMS. Healthspring used to have their own hired secret shoppers that we had to accommodate and those were red flags immediately because they would call you out of the blue and when you asked who referred them they would say they saw our name on the website and none of our names were on the company website. lol