OnCallio - Voice AI Agents for Service Businesses

Introduction

OnCallio ("we," "us," "our," or "Company") is committed to protecting your privacy and ensuring you have a positive experience on our website and when using our Voice AI Agent services. This Privacy Policy explains how we collect, use, disclose, and otherwise handle your information, with special emphasis on protecting sensitive data from healthcare providers, dental professionals, tradesmen, restaurants, and other service-oriented businesses.

1. Information We Collect

1.1 Information You Provide Directly

Account Information: Name, business name, email address, phone number, and business address
Payment Information: Billing address, payment method details (processed securely through third-party payment processors)
Business Configuration: Call handling preferences, business hours, and service-specific settings
Communication Data: Messages, support requests, and feedback you provide

1.2 Call and Voice Data (CRITICAL PRIVACY NOTICE)

⚠️ Data Protection Commitment: OnCallio handles recorded calls and voice interactions with the highest level of confidentiality. This data may contain sensitive information about your patients, customers, or business operations.

Call Recordings: Audio recordings of inbound and outbound calls handled by our Voice AI Agents
Call Transcripts: Transcribed text versions of calls for analysis and training purposes
Call Metadata: Date, time, duration, caller information, and call outcomes
Patient/Customer Information: Names, phone numbers, appointment details, and other information shared during calls

1.3 Automatically Collected Information

Device Information: IP address, browser type, operating system
Usage Data: Pages visited, time spent, features accessed
Cookies and Tracking: Session cookies and analytics tools

2. How We Use Your Information

OnCallio uses the information we collect for the following purposes:

Providing and improving our Voice AI Agent services
Handling and routing incoming calls to appropriate departments
Training and optimizing our AI models to provide better service
Billing and account management
Responding to customer service requests and support inquiries
Sending service updates and important notifications
Complying with legal and regulatory obligations
Preventing fraud and ensuring service security
Conducting analytics to improve our platform

3. Data Security & Protection

OnCallio implements industry-leading security measures to protect sensitive information:

Encryption: All call recordings and sensitive data are encrypted in transit (TLS 1.2+) and at rest using AES-256 encryption
Secure Infrastructure: Data hosted on secure, HIPAA-compliant cloud infrastructure with redundancy and disaster recovery
Access Controls: Role-based access control limiting employee access to sensitive data
Regular Audits: Quarterly security audits and penetration testing
HIPAA Compliance: Compliance with HIPAA requirements for healthcare-related data
Data Minimization: We collect only the data necessary for service delivery
Secure Deletion: Data is securely deleted after the retention period expires

4. Data Sharing & Third Parties

OnCallio does NOT sell, trade, or rent your personal information or call data. We only share information with third parties in limited circumstances:

Service Providers: Cloud hosting, payment processors, and analytics providers under data processing agreements
Legal Requirements: When required by law, court order, or government request
Business Operations: Only as necessary to provide our services
Consent: Only with your explicit written consent for other uses

5. Data Retention

Call Recordings: Retained for up to 90 days unless longer retention is required by law or requested by customer
Call Transcripts: Retained for the same period as recordings
Account Information: Retained as long as your account is active, then deleted within 30 days of account termination
Backup Data: Securely deleted according to our backup retention policies

You may request earlier deletion of your data at any time in accordance with applicable laws.

6. Your Privacy Rights

Depending on your location, you may have the following rights:

Right to Access: Request a copy of the personal data we hold about you
Right to Correction: Request correction of inaccurate or incomplete information
Right to Deletion: Request deletion of your data (subject to legal obligations)
Right to Data Portability: Receive your data in a portable format
Right to Opt-Out: Opt out of marketing communications
Right to Object: Object to certain processing activities

To exercise any of these rights, contact us at privacy@oncallio.com with "Privacy Rights Request" in the subject line.

7. Healthcare Data & HIPAA Compliance

If you use OnCallio in a healthcare context (physicians, dental practices, etc.), we comply with the Health Insurance Portability and Accountability Act (HIPAA). Protected Health Information (PHI) is handled according to HIPAA Security Rule requirements including:

Business Associate Agreements (BAAs) are available upon request
Secure encryption and access controls for all PHI
Audit controls and integrity checks on all health information
Incident response procedures for any potential breaches

8. Cookies & Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your experience. You can control cookie settings through your browser preferences. We use cookies for:

Session management and authentication
Analytics and performance measurement
User preferences and customization

9. International Data Transfers

Your information may be transferred to and stored in countries other than your country of residence. These countries may have different data protection laws. By using OnCallio, you consent to the transfer of your information as described in this Privacy Policy. We implement appropriate safeguards to ensure data protection.

10. Children's Privacy

OnCallio services are not directed to individuals under 18 years of age. We do not knowingly collect information from minors. If we learn that we have collected personal information from a minor, we will delete such information promptly.

11. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, or legal requirements. We will notify you of significant changes by updating the "Last Updated" date at the top of this page or by sending you an email notification. Your continued use of OnCallio following changes constitutes your acceptance of the updated Privacy Policy.

12. Contact Us

If you have questions about this Privacy Policy or our data protection practices, or if you wish to exercise your privacy rights, please contact us:

OnCallio Privacy Team

Email: privacy@oncallio.com

This Privacy Policy is designed to comply with international privacy regulations including GDPR, CCPA, HIPAA, and other applicable laws. OnCallio takes privacy seriously and commits to being transparent about how we collect, use, and protect your data.