Privacy policy
The short version
AuraCall answers phone calls for clinics. On a call we collect only what's needed to help the caller: their name, callback number, the reason for calling in a few words, and the appointment time they choose. We never ask for health card numbers. We don't give medical advice. Call records are deleted after 30 days. We never sell personal information.
Who we are
AuraCall ("we", "us") provides an AI phone receptionist to medical clinics in Canada. We're based at 2485 Eglinton Ave West, Mississauga, Ontario. Questions about this policy go to our privacy contact at hasnain@auracall.ca.
Our role when you call a clinic
When you call a clinic that uses AuraCall, the clinic is responsible for your personal information. We act on the clinic's behalf, under a written agreement with them, and only use your information to provide the service to that clinic. If you have questions about your health records, please contact the clinic directly.
What we collect on a call
- Your name and phone number, so the clinic can book you in or call you back.
- The reason for your call, in a few words (for example "follow-up" or "prescription renewal"). We ask callers not to describe symptoms.
- The appointment time you choose, if you book.
- A recording and transcript of the call, so the clinic gets an accurate summary and we can fix problems.
We do not ask for, and ask callers not to give, health card numbers or dates of birth. If someone describes an emergency, they're told to hang up and call 9-1-1.
New-patient registration forms
If you're a new patient, AuraCall may offer to text you a link to the clinic's own registration form. You fill it in and send it directly to the clinic's email. The completed form does not pass through AuraCall and we never receive it. The text message only contains the clinic's name and the link, not health information. You can reply STOP to opt out of texts.
How we use it
- To answer the call, book appointments and pass messages to the clinic.
- To send the clinic a summary of each call.
- To check the service is working properly and to fix errors.
We don't use callers' information for marketing, and we don't sell or rent it to anyone.
Who processes it for us
We use a small number of trusted service providers to run the service. Some of them store or process information outside Canada, including in the United States, where it may be subject to the laws of that country.
| Provider | What they do |
|---|---|
| ElevenLabs | Voice AI that answers and transcribes calls |
| Twilio | Phone lines and text messages |
| Cal.com | Appointment booking calendar |
| Google Workspace | Email and call summaries sent to the clinic |
Each provider may only use the information to provide its service to us.
How long we keep it
Call recordings, transcripts and text-message logs are deleted after 30 days, or sooner if the clinic asks. Appointments stay in the clinic's booking calendar under the clinic's control. When a clinic stops using AuraCall, we delete its call data as set out in our agreement with them.
Who can see it
The clinic sees the summaries and bookings for its own calls. AuraCall staff only open a call record when the clinic asks us to (for example, to check a call or fix a problem), and we keep a log of when we do.
How we protect it
We use providers with encryption in transit, limit access to the people who need it, and collect as little as possible in the first place.
Your choices
- You can ask to speak to a person at the clinic during the call.
- You can ask the clinic, or us, to access or correct your information, or to delete a call record.
- You can opt out of texts by replying STOP.
If you're not satisfied with our answer, you can contact the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario.
Visitors to this website
This website doesn't use advertising trackers. If you book a demo, Cal.com collects the name, email and details you enter so we can meet you. We use that only to contact you about AuraCall.
Changes
We'll update this page if our practices change, and change the date at the top.