At Answerphone of America, LLC, we are dedicated to the protection of the privacy and security of the personal information of our clients and their end-users. This Privacy Policy outlines our practices concerning the collection, use, relaying, and sharing of personal or business information in compliance with applicable laws and regulations in the United States and Canada. For greater transparency on Answerphone of America, LLC’s privacy policy, it is important to delineate between the information we collect from businesses that are the direct clients of Answerphone of America, LLC (herein referred to as “Clients”), and the information we collect from individuals contacting our Clients (herein referred to as “End-Users”) as a third-party, inbound-only contact center. This policy also details how we obtain user consent to contact only our Clients (opt-in) and how users can remove that consent at any time (opt-out) of any and all communications received from Answerphone of America, LLC. For more information on our privacy policy and specific messaging consent requirements specific to the new A2P 10DLC requirements, please see section 4 below.
1A. Information We Collect from Our Clients
We collect information from our Clients during the account setup process to provide and maintain our services as an outsourced third-party contact center that acts as an extension of our Clients inbound communications team by providing virtual/remote receptionist services, emergency call dispatching, call prioritization and routing, and other communication solutions. The information we request from Clients includes, but is not limited to:
- General business information including: business name, address, email, telephone number, contact information for any employee that may receive End-User messages, etc.
- Account setup and administration details such as authorized message recipients, message dispatching methods, and emergency call qualification parameters, general call handling instructions and routing.
- Opt-in / Permission to contact any of the Client’s authorized message recipients via any communication channel they provide including voice channels, text/sms, email, etc.
- Instructions and preferences for how their account should be handled.
All information collected from our Clients is kept private and is used solely for the purpose of providing our services. Any information provided to Answerphone of America, LLC may be conveyed to End-Users as necessary to fulfill our service obligations to our Clients. By signing Answerphone of America, LLC’s Account Setup Agreement, Clients provide written consent to receive messages in a manner that equates to opt-in approval under A2P requirements.
1B. Information We Collect from End-Users
We collect information from End-Users when they contact our Clients through our services. This information includes, but is not limited to:
- Name, contact information, and any message details provided during the communication.
All information collected from End-Users is kept private and is not shared with any other entities, including other accounts within Answerphone of America, LLC, without the express written consent of the Client. Answerphone of America, LLC does not engage in any MMS or SMS or text messages with End-Users. We are committed to maintaining the highest standards of privacy and security for End-User and Client data. We implement robust technical, administrative, and physical safeguards to protect all data, including encryption of data in our databases. We do not sell or share any information we collect, ever.
2. Use of Information
We use the information we collect for several purposes:
- To provide, maintain, and improve our services, ensuring effective communication and operational excellence.
- To personalize and enhance your experience based on your interactions and preferences.
- For customer service and support, including responding to inquiries and troubleshooting.
- To communicate with you about service updates, changes, and other relevant communications.
- For compliance with legal, regulatory, and contractual obligations.
3. HIPAA Compliance
As a service provider to medical offices and businesses covered under HIPAA, we are committed to stringent compliance with HIPAA regulations. We maintain robust safeguards to protect the privacy and security of Protected Health Information (PHI).
4. Opt-In and Opt-Out Mechanisms Governing SMS | MMS | Text Messaging Communications
To comply with A2P requirements and ensure transparency in all communications, Answerphone of America, LLC has established the following opt-in and opt-out protocols:
- Opt-In Consent: Clients and all cell phone users/account holders must provide explicit written consent by signing Answerphone of America’s account setup and service agreement to receive text messages or other communications. This consent complies with A2P 10DLC regulations, as detailed on page 12 of Answerphone of America, LLC’s account setup and service agreement. Answerphone of America, LLC will not contact any individuals via SMS, MMS, or any other means unless Answerphone of America, LLC has received a signed and active account setup and service agreement.
- Opt-Out Procedures: Any message recipient can opt-out of receiving further messages from Answerphone of America, LLC by replying “STOP” to any message they receive or by contacting us directly using the contact information provided below. All opt-out requests are processed promptly to cease future communications as specified by the user. Answerphone of America, LLC’s opt-out protocols are further defined on page 12 of the account setup and service agreement.
- Communication Practices: Answerphone of America, LLC does not engage in any outbound marketing or intermediary messaging activities. Under A2P, Answerphone of America, LLC is defined as a Direct Brand and only communicates with individuals who are paying customers and have a signed and active service agreement.
- Unintentional Contacts: If you were unintentionally or mistakenly contacted by an SMS or MMS message, please notify us by providing the date, time, and content of the message received. You can contact us at the email address below, and we will promptly correct the mistake.
5. Data Sharing and Disclosure
We do not sell or rent personal information. We may share information with third parties under the following conditions:
- With service providers and partners who assist us in the operation of our services and who are bound by confidentiality agreements.
- To comply with legal obligations, such as court orders or government directives.
- In connection with a business transfer, merger, or sale of assets.
6. Data Security
We implement a combination of technical, administrative, and physical controls to secure your personal information from unauthorized access, use, or disclosure.
7. Cookies and Tracking Technologies
Our website may use cookies and similar technologies to improve user experience and analyze site traffic. Users can manage cookie preferences through their browser settings.
8. Your Rights
You have rights regarding your personal information, including the right to access, correct, or delete your data, subject to certain exceptions. To exercise these rights, please contact us using the information below.
9. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices. The revised policy will be posted on this page with an updated effective date.
10. Contact Us
For questions or concerns about our privacy practices, please contact us at:
Answerphone of America, LLC
115 E Front Street, Statesville, NC 28677
800.308.3387
[email protected]