What happens to our patients' call recordings and transcripts, and who can access them?

For Physical Therapy Clinics

Every call handled by Voksha generates a transcript that your clinic can review, which matters for PT specifically because these transcripts often contain PHI: a patient describing how they hurt their knee, mentioning a surgery date, or reading off an insurance member ID number. Access to that data should be limited to authorized staff at your clinic, the same principle you already apply to who can open a patient's chart in your EMR. Before going live, confirm with Voksha directly what your account's data retention window is, how transcripts and recordings are protected (they are encrypted in transit and at rest on every plan), and who at Voksha (if anyone) has access to your account's call data versus it being visible only to your clinic's authorized users. For a PT practice, this is worth treating with the same seriousness as your EMR vendor contract rather than as an afterthought, because a transcript capturing an injury description and an insurance member ID is functionally equivalent to a page out of a patient's intake form. On the Enterprise plan, the only plan with HIPAA and GDPR, this falls under the signed Business Associate Agreement you complete as part of onboarding, the same as you would with any other vendor touching PHI. Starter and Premium do not include a BAA, so any clinic routing real patient calls should be on Enterprise, with data handling confirmed against what HIPAA requires, before that first call comes in.