Privacy Policy

1.1Personal Information

• •Name, contact details (email, phone number, address), and billing information.
• •Login credentials and account information.

1.2Health Information

• •Protected Health Information (PHI) required for patient communication and scheduling, in compliance with HIPAA.

1.3Technical Information

• •Device details, browser type, IP address, and usage patterns.
• •Cookies and tracking technologies for analytics and functionality.

1.4Derived Data

• •Anonymized or aggregated data created during your use of our services to improve AI models and solutions.

2.1Service Delivery

• •To provide AI-powered solutions, including patient communication and appointment management.
• •To integrate with your VoIP, web hosting, and practice management systems.

2.2Improvement and Development

• •To enhance the performance of our AI models and develop new features using anonymized datasets.

2.3Compliance and Security

• •To comply with HIPAA and other regulatory requirements.
• •To ensure the security and functionality of our services.

2.4Communication

• •To send administrative updates, billing information, and important notices.
• •To provide customer support and technical assistance.

3.1Service Providers

• •With third-party vendors who assist in service delivery, under strict confidentiality agreements.

3.2Legal Compliance

• •When required by law, subpoena, or other legal processes.

3.3Business Transactions

• •In connection with mergers, acquisitions, or sales of TensorLinks assets, subject to applicable legal protections.

7.1Access and Update

• •You can access, update, or correct your information by contacting TensorLinks.

7.2Data Deletion

• •You may request deletion of your data, subject to legal and contractual retention requirements.

7.3Restrict Processing

• •You can restrict the processing of your information in specific scenarios, such as marketing communications.

7.4Opt-Out

• •You can opt out of receiving non-essential communications by following the instructions provided in such communications.

11.1What Our AI Processes

• •Patient details — names, contact information, appointment history, and notes needed to handle a request.
• •Insurance & eligibility data — payer, member/subscriber ID, date of birth, and coverage details, used only to verify eligibility and estimate benefits.
• •Conversations — chat, SMS, email, and web-chat messages.
• •Voice data — call audio, voicemails, recordings, and transcripts.
• •Scheduling data — appointment requests and calendar availability from your practice management system (PMS).

11.2What Our AI Does For You

• •Answers patient calls, chats, and texts 24/7.
• •Books, reschedules, and confirms appointments directly in your PMS.
• •Verifies insurance eligibility at the front desk.
• •Transcribes and summarizes calls and voicemails.
• •Runs recall, no-show recovery, and post-op outreach.
• •Sends smart notifications and provides dashboard insights.

11.3Where Your Data Goes

Orchestration, storage, and analytics run on TensorLinks' HIPAA-compliant Google Cloud infrastructure in the United States.

AI voice and language processing uses enterprise, HIPAA-eligible APIs from vetted providers — currently OpenAI, Google, and Anthropic — under Business Associate Agreements. These providers do not use your data to train their models and retain it only as long as needed to process each request.

To do its work, the AI also exchanges data with systems your clinic already uses and has authorized: your PMS (e.g., Open Dental, Dentrix, Eaglesoft), telephony and messaging (Twilio), and patient-engagement and eligibility services (e.g., NexHealth) — each under a BAA or equivalent safeguards.

What we never do:

• •Use consumer AI tools such as ChatGPT with your data.
• •Sell your data — to anyone, ever.
• •Use one clinic's data to train AI for another customer.
• •Track users across other companies' apps or websites.

11.4Consent and Control

• •Clinics — TensorLinks operates as a HIPAA business associate to your practice (the covered entity) under a signed BAA. Your practice chooses which AI features are enabled.
• •App users — on first use, Clinic Assist AI asks for permission: "I Agree" enables AI-powered features; "Decline" limits the app to non-AI features. Change this anytime in Settings.
• •Patients — patients interact with our AI through their clinic. Calls handled by the assistant include notice that they may be recorded and handled by an AI assistant; clinics remain responsible for any additional patient notices required in their state. Patients exercise their HIPAA rights through their clinic, and we support every such request.
• •App permissions — the mobile app requests microphone access only for voice features and notifications only for alerts you enable. We do not use advertising identifiers and we do not track users across apps.

11.5How We Protect Your Data

• •HIPAA-compliant infrastructure and processes.
• •TLS 1.2+ encryption in transit · AES-256 encryption at rest.
• •Role-based access controls and audit logging.
• •24/7 security monitoring · SOC 2 certification in progress.

11.6Retention and Deletion

Data is retained according to your clinic's settings and applicable healthcare record-keeping requirements. When your clinic ends service or requests removal, we delete or return protected health information as provided in the BAA — no hidden copies. App users can delete their account and associated data in the app (Settings → Account → Delete Account) or by emailing legal@tensorlinks.com.