Question 1

Is call recording and transcription HIPAA compliant?

Accepted Answer

Yes, PracticeDilly's call intelligence system is fully HIPAA compliant. All recordings and transcriptions are encrypted in transit and at rest, stored in secure data centers with access controls and audit logging. We sign Business Associate Agreements with all healthcare clients. Patient consent for recording is handled according to your state's requirements. We provide templates and guidance for compliance.

Question 2

How accurate is the AI transcription?

Accepted Answer

Our transcription accuracy is 95%+ for clear calls. Accuracy may be lower for calls with background noise, heavy accents, or poor connection quality. All transcriptions are searchable and can be reviewed for accuracy. You can also listen to the original recording if needed. The system continuously improves as it processes more calls from your practice.

Question 3

Can I opt out of recording for certain calls?

Accepted Answer

Yes, you can configure recording rules based on call type, caller, or other criteria. Some practices choose not to record sensitive conversations or calls with specific patients. You can also pause recording during a call if needed. The system respects your preferences while still providing analytics on recorded calls.

Question 4

How does call scoring work?

Accepted Answer

Our AI evaluates calls across multiple dimensions: greeting quality (did staff introduce themselves professionally?), discovery (did they ask about patient needs?), objection handling (how were concerns addressed?), and outcome (was an appointment booked?). The system learns from your practice's successful calls to identify patterns that lead to bookings. Scores are relative to your practice's performance, not absolute benchmarks.

Question 5

What kind of insights can I get from call analytics?

Accepted Answer

You can see booking conversion rates by team member, appointment type, time of day, and call source. Track trends over time to measure improvement. Identify common objections and see how they're handled. Monitor patient sentiment and satisfaction signals. Compare performance across staff members to identify training opportunities. The analytics dashboard provides both high-level trends and drill-down details for specific calls.

Question 6

How long are call recordings stored?

Accepted Answer

Storage duration is configurable based on your compliance needs and preferences. Default retention is 90 days, but you can extend to 1 year, 7 years, or unlimited based on your requirements. Transcripts are retained separately and use minimal storage. Recordings are compressed efficiently; a typical practice's monthly call volume uses minimal storage. We offer configurable retention periods (30 days to unlimited) based on your compliance needs and preferences. Transcripts are retained separately and take virtually no storage.

Question 7

Can managers listen to calls in real-time?

Accepted Answer

PracticeDilly focuses on post-call analysis rather than real-time monitoring, which most practices find intrusive and impractical. However, you can review any call immediately after it ends. The transcription and scoring happen in near-real-time (typically within minutes). This allows quick intervention if the AI flags an issue that needs immediate attention.

Call Intelligence

Turn Every Call Into an Insight.

Intelligence That Drives Results

Automatic Transcription

Call Scoring

Issue Detection

Keyword Tracking

Performance Analytics

AI Coaching Insights

Why Call Intelligence Matters

Improve Booking Rates

Reduce Training Time

Catch Issues Early

Data-Driven Decisions

Seamless PMS Integration

What Our Clients Say

Frequently Asked Questions

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