HIPAA and compliance settings for Healthcare plans

 This guide covers CallRail's security and compliance features for healthcare customers, including HIPAA-compliant account setup, enabling and disabling call recordings and how AI features interact with PII and PHI.

Overview

If you are on a Healthcare plan with Call Tracking Intelligence:

• Recording and transcripts are OFF by default, but can be turned on later. 
  • Turning transcripts off does not change the minutes rates or what is counted against inclusions in the new plans.
• If enabled, PHI redaction is ON by default, with the option to turn it off.

If you are on a Healthcare plan with Call Tracking Intelligence with Premium Conversation Intelligence and Convert Assist:

• Recording and transcripts are ON by default, but can be turned off later.
• PHI redaction is also ON by default, with the option to turn it off.

Call recording

Call recording is included in all CallRail plans at no additional cost and applies to both inbound and outbound calls. Recordings help you capture and analyze conversations, classify interactions for reporting, and train your team with real examples. When call recording is enabled, you can also use CallRail's automatic transcription to get a written record of every call.

Legal Notice: Recording laws vary by state. Some require all-party consent; others require only one. CallRail lets you configure an automated verbal greeting to notify callers that they are being recorded. Check your state laws and consult your legal department before enabling this feature. These recording laws apply to Healthcare accounts, as well. You can listen to recordings within a Healthcare account as long as you are logged in.

Activate Call recording

Inbound recording

For a New Number

In the final step of the number creation wizard, check the box for Inbound Call Recording. Optionally enter a caller greeting. Leave the field blank for no message.

For an Existing Number

1. Go to Settings > select your company > Pencil icon for the tracking number.
2. Select the Pencil icon in the upper right of the Call Options menu.
3. Under Number, check the box to enable call recording.
   • Optional: check Call Greeting to add or upload a recording notification message.
4. Select Save Number.

Outbound recording

Administrators must enable outbound call recording before users can record outbound calls. Once enabled, outbound recording defaults to ON for all calls; users can opt out per call in the dialer.

1. Select the Account icon (top left) > Account Settings > Details.
2. Toggle on Display call recording prompt for outbound calls.
3. Configure sub-options as needed: set recording on by default, and optionally enable an automated caller notification message.
4. Select Update Account.

Users can also toggle Record Call on or off for individual calls directly in the dialer, available in both the call log and the CallRail mobile app.

Deactivate Call recording

1. Go to Settings > select your company > Pencil icon for the tracking number.
2. Select the Pencil icon in the upper right of the Call Options menu.
3. Under Number, uncheck the call recording box.
4. Select Save Number.

AI Features & PII/PHI Considerations

CallRail's AI features transcribe your calls and surface insights from conversations. Transcripts appear in the caller's timeline and as a preview in call notification emails. For Healthcare accounts, AI features also include PII and PHI redaction to help maintain HIPAA compliance.

Please note: Call recording must be enabled before transcription can be used. Transcription is available for English-language calls only, and accuracy depends on call quality.

Set Up AI Features

1. Go to Settings > select your company > Workflow > AI Features.
2. Select the company (or companies) to configure.
3. Toggle AI Features on and select which features to enable:
   • Transcripts, Automation Rules, Call Summaries, Call Sentiments
     Multi-Conversion Insights, Self-Reported Attribution, Keyword Spotting
     Convert Assist: Action Plans, Smart Follow-Up, Call Coaching
4. Choose to apply AI features to all calls, or filter by tracking number, direction, type, duration, or tags.
5. Select Update.

To disable AI Features by default for new companies, go to My Account > Account Settings > Details and toggle AI Features off, then select Update Account.

PII Redaction

CallRail's PII redaction removes sensitive items from your call recordings and transcripts. Redacted information is replaced with a label in the transcript (e.g., [CREDIT_CARD_NUMBER], [DATE_OF_BIRTH]).

PII redaction can be applied to the following categories:

• Secure information: Social Security number, credit card number, expiration date, and CVV.
• Personal information: Date of birth, age, religion, and political affiliation.
• Medical information: Conditions, diagnoses, medications, treatments, procedures, and tests.
• All numeric values: Any number sequence of two or more digits.

Healthcare Accounts: PII redaction is enabled by default on Healthcare accounts to help ensure compliance with HIPAA regulations. This protects sensitive information from disclosure and helps covered entities meet their regulatory obligations.

Activate PII Redaction

Before activating PII redaction, ensure call recording and transcription are both enabled.

1. Go to Settings > select your company > Workflow > AI Features.
2. Select the company where you'd like to activate PII redaction and select the Edit (pencil) icon.
3. Confirm that call transcription is active.
4. In the PII Redaction section, check the boxes for the categories you'd like redacted.
5. Select Save.

Deactivate AI Features

Deactivating AI features stops transcription and turns off Call Highlights for the selected company.

1. Go to Settings > select your company > Workflow > AI Features.
2. Select the company (or companies) to configure.
3. Turn the toggle to OFF.
4. Select Update.

Frequently Asked Questions

How does PII redaction work? 

CallRail's PII redaction is designed to detect and remove sensitive information. It currently achieves a 95% accuracy rate, which continues to improve over time through machine learning.

Will it remove other information? 

In some cases, PII redaction may remove other numerical information surrounding a detected credit card number.