Understanding Call Tracking and Call Recording Laws

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Understanding Call Tracking and Call Recording
Laws
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(No Transcript)
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• Call tracking is both popular and essential
  for todays business owner. However, many feel
  concerned about whether it is legal to record
  client phone calls. Under federal law, only one
  party in a telephone conversation needs to be
  aware that its being recorded. However, states
  are free to set their own interpretation. While
  many follow federal guidelines, some states do
  enforce stringent laws that you must know and
  follow. At Call Sumo, we recommend letting all
  parties know the call will be recorded at the
  beginning before the parties even speak.

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What is Call Tracking?

• Call tracking is a platform that enables you
  to track each incoming call that originates from
  a specific website. It lets you know how that
  caller found your website, keywords used, and
  pages he or she viewed before placing the call.
  Call Sumos call tracking program dynamically
  replaces your main telephone number with a
  tracking number when a new visitor lands on your
  website. You can see these details as soon as a
  caller dials the dynamic tracking number. You can
  also record calls when you use our call tracking
  software.

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• For states that only require one party to be
  informed that a call is being recorded, your
  company counts as the one party. That means
  youre under no legal obligation to notify
  callers. All parties must know about the
  recording in the following states

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• California
• Connecticut
• Florida
• Hawaii
• Illinois
• Maryland
• Massachusetts
• Montana
• New Hampshire
• Pennsylvania
• Washington

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• Unfortunately, the law isnt as
  straightforward as it seems. If you do business
  in a one-party consent state and the person
  calling is from an all-party consent state, the
  laws in his or her home state could override
  yours. For this reason, we encourage our clients
  to include a short message at the start of each
  call informing callers it will be recorded for
  training and quality assurance purposes.
• Call Sumo understands that this can get
  confusing. We encourage you to contact a member
  of our support team any time you have questions.

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Call Tracking Compliance for Healthcare Companies

• HIPAA laws, which stands for Health Insurance
  Portability and Accountability Act, makes things
  a bit more complicated for organizations dealing
  with protected health information over the
  telephone. Call Sumo offers HIPAA-compliant call
  tracking and recording plans to ensure your
  organization doesnt accidentally violate the law.

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HIPAA Compliance and Call Tracking

• Healthcare professionals frequently discuss
  personal and medical issues with patients over
  the telephone. When you record a call, it can tie
  a specific individual with a medical specialist
  or facility. Our program ensures this cant
  happen while still giving you the valuable
  information you require from phone calls to
  improve your service.