Call Recording Disclosure

1. Scope of this Disclosure

ExtenVox provides an AI Receptionist and answering service to businesses and professionals (“ExtenVox customers”). When you call a telephone number answered or supported by ExtenVox, automated systems may participate in the call. This Disclosure applies to those calls and supplements our Privacy Policy.

The business you called remains responsible for its relationship with you, the purpose of the call, the instructions provided to ExtenVox, and any notices or choices specific to that business.

2. What may be recorded and processed

Depending on the settings selected by the ExtenVox customer and the features used for the call, ExtenVox may:

• Receive and process the audio of the conversation in real time so the AI Receptionist can understand and respond.
• Create and store an audio recording of all or part of the call.
• Convert speech into a written transcript.
• Generate an automated summary, call reason, urgency indicator, lead record, appointment record, message, or follow-up status.
• Process caller name, telephone number, service address, requested service, appointment preferences, and other information voluntarily provided during the call.
• Store technical information such as call time, duration, routing, transfer activity, and delivery status.

A recording, transcript, and AI-generated summary are different records. A customer may use some features without retaining every type of record. AI-generated transcripts and summaries can contain errors and should not be treated as a perfect or verbatim record unless independently verified.

3. Why calls are processed

Call audio and related information may be processed to:

• Answer the call and provide a natural, interactive conversation.
• Respond to questions using instructions and business information supplied by the ExtenVox customer.
• Collect contact details, service needs, and messages.
• Qualify a lead, assess routing or urgency rules, and transfer a call when configured.
• Check availability and schedule, change, or cancel an appointment when authorized.
• Create recordings, transcripts, summaries, notifications, and call histories for the business you contacted.
• Maintain service quality, troubleshoot failures, prevent spam or abuse, investigate security incidents, and verify usage or billing.
• Meet legal obligations and enforce agreements.

4. The ExtenVox customer controls recording

The ExtenVox customer controls whether call recording is activated for its account and may choose different settings for business hours, after-hours calls, telephone numbers, departments, or workflows. ExtenVox does not decide the customer’s business purpose for recording a particular call.

Each customer is responsible for configuring recording, transcription, retention, transfers, and notices in a manner appropriate to its industry, callers, employees, and jurisdiction. This includes determining whether consent from one or all participants is required and whether an automated or AI disclosure must be provided.

ExtenVox may provide tools or sample wording to help configure notices, but those tools are not legal advice and do not guarantee that a customer’s configuration satisfies every applicable law, professional rule, contract, or regulatory requirement.

5. Who may access recordings and transcripts

Access may be provided to:

• The business you called: authorized owners, administrators, employees, contractors, or team members may access call records according to permissions set by that business.
• ExtenVox personnel: a limited number of authorized personnel may access records when reasonably necessary for support, security, abuse prevention, incident response, billing review, or service operation.
• Service providers: telecommunications, hosting, transcription, artificial intelligence, security, email, SMS, and integration providers may process records as necessary to provide their contracted service.
• Authorized integrations and recipients: records or summaries may be sent to calendars, inboxes, telephone numbers, customer-management tools, or other destinations configured by the ExtenVox customer.
• Legal recipients: information may be disclosed when required by law, valid legal process, or a lawful request, or when reasonably necessary to protect rights, safety, and service integrity.

ExtenVox customers control their own users and exported copies. ExtenVox cannot remove a copy that a customer or an authorized recipient has already downloaded, forwarded, entered into another system, or is independently required to retain.

6. Retention period and deletion

The retention period that applies to a call is determined by the ExtenVox customer’s account settings, selected plan, order form, or service agreement. Different customers and record types may have different retention periods. The business you called can tell you which period and legal obligations apply to its copy of the record.

An authorized customer administrator may delete available call records through supported account controls or request deletion from ExtenVox Support. A caller may submit a request to the business called or to ExtenVox as described below. Before acting, we may verify identity, the relevant telephone number and call, and the requester’s authority.

When an authorized deletion request is accepted, the applicable record is removed or de-identified from active ExtenVox systems according to the service’s deletion workflow. Residual copies may remain temporarily in encrypted backups until they are overwritten through the normal backup cycle. Limited information may be retained when required by law or reasonably necessary for security, fraud prevention, billing, dispute resolution, or enforcement.

Deletion of the audio recording does not always delete a separate transcript, summary, appointment, message, or call log. A request should identify which records should be reviewed for deletion.

7. Third-party telephone and AI providers

ExtenVox relies on service providers to connect and route telephone calls, convert speech to text, generate or deliver AI responses, host data, send notifications, secure the service, and support integrations. As a result, call audio and related records may pass through or be processed by more than one provider.

We select providers to perform defined services and provide them information needed for those services, subject to contractual, security, and confidentiality requirements appropriate to the relationship. Providers may process information in the United States or another country where they operate. Customer-specific agreements may impose additional restrictions.

8. How to decline recording or AI processing

If a notice says the call will be recorded and you do not want a recording created, say that you do not consent and ask for recording to stop or ask to be transferred to a person. Depending on the customer’s configuration and legal obligations, the business may continue without recording, transfer the call, offer another channel, or end the call.

Declining storage of a recording does not necessarily prevent the temporary, real-time processing of audio needed for an AI system to understand and respond. If you do not want your voice processed by AI, end the call and contact the business through a non-AI channel it offers, such as:

• A staffed telephone line or request for a human callback.
• Email, website contact form, or customer portal.
• Text messaging or secure messaging, when offered.
• Mail or an in-person location.

Alternative channels are controlled by the business you are trying to reach. ExtenVox cannot guarantee that every business offers every alternative or that an alternative is available at all hours.

9. Health, legal, payment, and other sensitive information

Health information

ExtenVox is not automatically appropriate for protected health information or a HIPAA-regulated workflow. A health care customer must not use ExtenVox to create, receive, maintain, or transmit protected health information unless ExtenVox has confirmed in writing that the applicable service and vendors support that use and the parties have completed any required Business Associate Agreement or other safeguards. Customers must configure minimum-necessary collection, access, notices, retention, and deletion for their workflow.

Legal services

Calls to law firms or legal professionals may contain confidential, privileged, conflict-sensitive, or time-sensitive information. The legal-services customer is responsible for professional-conduct duties, privilege notices, conflicts procedures, access restrictions, retention, legal holds, and determining what an AI Receptionist may collect. Contacting a business through ExtenVox does not by itself create an attorney-client relationship, and the AI service should not be configured to give legal advice.

Payments and card information

Do not speak or enter a full payment card number, card security code, PIN, bank password, or other payment authentication data during a recorded call unless the business has provided a specifically approved and appropriately secured payment workflow. Customers accepting payments should use a compliant payment link, secure keypad, transfer to an authorized payment system, or another method that prevents sensitive payment data from being recorded or transcribed.

Other sensitive information

Avoid providing account passwords, Social Security numbers, government identification numbers, detailed financial account information, biometric identifiers, precise medical histories, or other highly sensitive data unless the business has clearly requested it through an authorized and suitable workflow. Customers in regulated industries are responsible for determining whether ExtenVox is appropriate and for entering any required written agreement before enabling that workflow.

10. Requests from callers

If you want access to, correction of, or deletion of a recording or transcript, contact the business you called first because it controls the business purpose, account settings, and its own copies. Include the date and approximate time of the call, the telephone number called, and the telephone number used to place the call. Do not send sensitive call contents by unsecured email.

You may also contact ExtenVox. We may forward the request to the relevant customer or work with that customer to respond, and applicable law may permit or require retention or denial of part of a request.

11. Changes to this Disclosure

We may update this Disclosure as our Services, vendors, or legal requirements change. We will post the revised version on this page and update the “Last updated” date. Customer-specific contracts or notices may provide additional information.