Call recording notice
What happens when you call
Our phone numbers are answered by a voice agent — a program that speaks, understands the question and books you in for a conversation with a person. Such a call is recorded: both the audio and a text transcript.
The notice is played at the start of the call, before the first question. If you stay on the line after it, recording continues; if you hang up, nothing recorded remains except the fact of the call.
The same happens when we are the ones calling you.
Why we record
So that the person who calls you back knows what you talked about and does not make you tell it all again. That is the only reason the recording exists.
To check whether the agent understood the request correctly and to fix the script where it got it wrong. And so that you and we hold the same version of what was agreed, rather than two different memories of it.
States where everyone's consent is required
In some states a call may be recorded if at least one participant agrees. In others everyone must agree: California, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Oregon, Pennsylvania and Washington; Connecticut has its own rule for telephone calls.
Lawyers' lists differ by two or three states, and we call and take calls across the country. So we keep one rule, the strictest: we give notice always and before the conversation starts — no matter where you are calling from or where we are calling.
If you do not want to be recorded
Say so at the start of the call. The recording stops, and we carry on in writing — to the email address in the footer of this page, which you can write to at any moment.
Refusing costs you nothing and changes nothing: not your place in the queue, not the price, not how fast we answer. You do not have to ask separately every time — saying it once is enough.
What we keep and who hears it
The audio, the transcript, the number you called from, the time and the length. Access belongs to the people handling your enquiry: the salesperson, the engineer and whoever checks the quality of the script.
Recordings sit with us and with our telephony provider, who is bound to us by contract. We do not sell them, publish them or hand them over for anyone else's advertising.
We keep them for as long as the work and the accounts require, and delete them when the need has passed. Ask us to delete your recording and we will delete it and confirm by email; only what the law requires us to keep will remain.
What is better not to say on a call
Do not read card numbers, bank details or passwords to the agent: there are other channels for that, and a call recording is not the place. If something like that was said by accident, tell us — we will cut it out.
If the call concerns medical information, say so straight away: we handle such enquiries separately and under a separate agreement — medical data and HIPAA.
What else to read
What happens to the data from the call afterwards is in the privacy policy. The terms on which we provide services are in the terms of service. The date this notice was last changed sits under the heading.