Card numbers and SSNs redacted
When a caller reads out a card number or a Social Security number, icepac.ai removes it from the transcript and the summary. Your team sees that a number was given, not the number itself.
Trust
Built for privacy. Guardrails you control.
Your callers share names, dates of birth and sometimes card numbers. icepac.ai protects that information on every call, and you decide exactly what the AI may say and do.
Built for privacy
Sensitive details stay protected, from the first ring to the last report.
Built for HIPAA: we sign a business associate agreement (BAA), and patient details are protected by identity checks, redaction, locked fields and logged access.
Protected information stays locked
Dates of birth, account details and other protected fields stay hidden by default. Only people you give permission to can reveal them.
Every reveal is logged
Each time someone reveals protected information, icepac.ai records who, what and when. You can review the log at any time.
Role-based access
Front desk, managers and owners each see what their role needs. Recordings, transcripts and reports follow the same permissions.
Encrypted in transit
Calls, transcripts and reports move over encrypted connections between your phones, your browser and the platform.
Where call data lives
Recordings and transcripts are kept with your call history on a phone system dedicated to your organization, not a shared pool. Speech recognition and the AI voice run on outside processing services that we contract with.
AI guardrails
The AI works for you, inside the lines you draw.
You set what the AI may say
- Choose the topics the AI appointment assistant answers: hours, locations, parking, services, booking.
- It stays on your business and politely declines everything else.
- It is set up not to give medical, legal or financial advice. Those questions go to your team.
- It reads back only details that are already on file, and it confirms identity with a name and date of birth. A phone number alone is never treated as proof.
- Booking rules are enforced by the system: every booking is checked against your schedule before it is confirmed.
- When it refills a canceled visit, it contacts only waitlist patients who opted in, and never during the quiet hours you set. How practices use it.
A person is always one step away
- Callers can ask for a person at any time, and the call goes straight to your team.
- Your staff hear a short spoken summary before they pick up, so nobody has to repeat themselves.
- Urgent calls are routed first, ahead of routine requests.
- You choose when the AI answers on your phone system: after hours, on overflow, or all day.
Consent and recording notices
Callers know when a call is recorded.
You choose which lines record. A recording notice plays at the start of the call in your words, and you can set it for all-party-consent states such as Florida. Text messages go only to numbers that have agreed to receive them, and consent is tracked for each phone number. A caller who opts out stays opted out.
Data retention
You decide how long records are kept.
Set how long recordings, transcripts and reports are kept. Shared customer reports use private links that expire, and you can revoke a link at any time. Nightly backups protect your settings and records.
Common questions
We are a medical practice. How do you protect patient information?
Built for HIPAA: we sign a business associate agreement (BAA), and patient details are protected by identity checks, redaction, locked fields and logged access. Access is role-based, every reveal of a protected field is logged with who opened it and when, and connections are encrypted in transit.
Does call audio leave our system?
Speech recognition and the AI voice run on outside processing services that we contract with, so call audio is processed there during the call. Recordings and transcripts are kept on the phone system dedicated to your organization.
Can the AI see my whole patient or client file?
No. The AI works only with the scheduling and contact details it needs to handle the call, and it reads back only what is already on file.
What happens if the AI does not know an answer?
It says so plainly and offers to connect the caller with your team, or takes a message with a callback number.
Who can listen to recordings?
Only the people you allow. Access follows each person's role, and protected details stay hidden unless someone with permission reveals them.
Can we review how icepac.ai handles our data before we sign?
Yes. In your free demo we show your team the privacy settings, the permissions and the reveal log on a live system. For healthcare practices, we sign a business associate agreement (BAA).
Free demo
See the privacy controls for yourself.
We will walk your team through redaction, permissions and the AI guardrails in a free demo of about 20 minutes, and answer your security questions.
- We set it up with your lines, hours and recording rules.
- You see calls like yours transcribed, summarized and scored for your industry.
- If you want it, you hear the AI appointment assistant answer and book a call.
Rather talk now? Use the chat button in the corner.
Or call 800-423-3221