Yes. We have business associate agreements in place with medical practices running Sentinel today, and we sign yours before any recordings are connected rather than after. Ask for it on the first call and you will have it to review before you commit to anything.

TeleCloud Sentinel for Healthcare & Urgent Care

See Which Patient Calls Never Became Appointments

Q: Do we need TeleCloud's phone system to use Sentinel?

No. Any phone system will do, so long as it records. Practices run Sentinel on somebody else's platform all the time and look at Unified Communications later, or never. What Sentinel needs is the recording. Who provides the dial tone underneath it stays your business, on your timetable.

Q: Do we have to record calls first?

Yes, and there is no way around it. An unrecorded call leaves nothing to read. If your practice is not recording, we set that up first. Then we count how many of your extensions actually record, because a front desk line nobody switched on will quietly shrink every number that follows.

Q: Does HIPAA allow AI analysis of patient calls?

HIPAA does not prohibit it. Health care operations at 45 CFR 164.501 expressly include quality assessment and improvement activities, training programs, and customer service. What HIPAA does require is a business associate agreement: a vendor performing data analysis on protected health information is a business associate under 45 CFR 160.103, and written assurances come before any recordings are connected.

Q: What happens to protected health information?

It is redacted before a finding is written or emailed. Names, dates of birth, member and record numbers, addresses and contact details come out, leaving the operational fact your front desk needs and the sentence that produced it. Get two things in writing: your retention period, which is a setting, and our commitment that your call content never trains a model.

Q: What happens when it gets something wrong, or marks someone down unfairly?

It will be wrong sometimes; assume that going in. Every finding carries the quote that triggered it, so a human checks it in seconds rather than taking our word for it. Nothing is auto-sent to a patient and nothing changes in another system. On scoring, an item is only counted once its stated precondition matches what the call was actually about, so nobody is marked down for a call that never reached the situation. Wrong rule, we rewrite the rule.

Q: Does Sentinel listen to calls as they happen?

No. Sentinel reads calls after they end, because the recording only reaches Sentinel once the call is complete. It is not live monitoring, it does not join calls and it does not answer them. Findings from a morning's calls are with you the same day.

Q: What are the optional modules, and what is customer health?

Both read the same recorded calls, so there is nothing further to connect, and both are priced on top of your tier. Customer health is available at any tier and ties calls together by who was on them, so you see a pattern across a patient's calls rather than one call at a time.

Sentinel is patient call analytics: AI reads every recorded call your front desk takes and shows you the patients who asked to be seen and never got in. You get the actual number on the first call, not the third.

Fifteen minutes on your numbers

What your recorded call volume actually is, what Sentinel finds on calls like yours, and what it would take on your phones.

What is your front desk missing on the phone?

Three things, and not one of them reaches your practice management system, because nothing was ever entered.

A patient asked to be seen and left without a slot

No appointment record exists, so there is nothing to report on. Your no-show rate looks fine. The patient who never made the schedule is invisible.

A reschedule that never got rebooked

The slot opens, the patient is gone, and the report calls it a cancellation rather than a leak. Availability goes up. Revenue goes down.

An emergency call handled like a routine one

Symptoms that needed the ER get booked as a routine visit. Nobody said call 911. The record looks like any other appointment.

What will Sentinel actually show me?

Ten specific things that happened on your phones, ranked by what they cost you.

A patient who asked to be seen and never booked.

A reschedule that never got a new appointment.

An emergency described and never escalated.

A coverage or prior auth question nobody owned.

A callback your staff promised and never made.

An employer or workers' comp lead on the phone.

A brand new patient calling for the first time.

A clinical question staff should not have answered.

A billing dispute that ended without an answer.

A call asking what your website already answers.

Learn More

In the dashboard, or in your inbox

How will I actually see what Sentinel finds?

Every finding lands in your Sentinel dashboard, and it can also email the people you name, so nobody has to remember to log in to find out.

You pick which findings send the moment they happen and which wait for the morning digest. Most accounts run two or three same-day alerts and put the rest in the summary, which is what stops it becoming noise your team learns to ignore.

TeleCloud Sentinel

Alert triggered

Notification rule triggered

A monitored call matched one or more alert rules.

Call details

From (908) 555-0114 · To Front desk, main line

Call summary

Caller asked to be seen this week for a knee that has not improved. Reception said the schedule was full and asked the caller to check back. No slot offered, no waitlist mentioned, no callback assigned. The call ended without a plan.

Triggered rules

Appointment request, not booked

Analysis

New patient, first call to the practice. Clear intent to be seen and no outcome recorded, so this call will not appear in the schedule or the no-show report. Trigger sentence: “Is there anything Thursday?”

Sent by TeleCloud Sentinel · Conversational Insights

View call in Sentinel

What do the studies actually say about practice phones?

The measured failure is upstream, at the phone, not at the schedule.

62%

of 3,656 offices called by secret shoppers were never reached at all

See Source

40%

of asserted liability cases involved communication factors

See Source

52%

of those breakdowns happened in ambulatory settings

See Source

What is this worth to us?

Change the four numbers to yours. The math updates as you type, and nothing here is sent to us.

Requests unbooked

Patients won back

Value a month

Value a year

What you would pay usTiers count every recorded call analyzed, not just the requests above. See full pricing for setup, overage and terms. Customer health, +$1,499.99 Ties a patient's calls together over time, so you see a pattern instead of one call. Agent performance, +$499.99 Per-person scoring across every call, so coaching is based on all of them.

Both modules are optional, available on any tier, and priced on top of it.

Sentinel, a year

One time setup-$1,500

Net, first year

What this means

An illustration, not a promise. Every input is yours. Sentinel measures the first two from your own calls once recording is running, which is when the estimates stop being estimates.

How does patient call analytics work in a practice like mine?

Four steps. You have probably already done the first one.

See How Sentinel Works

1. Connect your recordings

Sentinel reads recorded calls from whatever system you have, ours or anyone else's. If you are not recording yet, start there and we set it up.

2. Every recorded call gets read

All of them, once each call ends. Reviewing by hand reaches a fraction of them, and that gap is the whole product.

3. Review your insights

See front desk performance, unbooked requests, and unescalated emergencies. Then act.

4. Day fourteen, we check our own work

We go through what fired, what it missed and what was wrong, and rewrite the rules that need it. You are not stuck with our first guess.

Where does your call data actually go?

Three questions compliance asks first.

Compliance ready

Personally identifiable information is redacted from every transcript before a finding is written. On healthcare accounts that runs on by default.

Your calls stay yours

Everything runs in TeleCloud's own AWS environment. Your recordings and transcripts never train a model, and nothing of yours is ever published.

Retention you control

Recordings 90 days, transcripts and analysis 180. If you need that in contract language, or you have a carrier questionnaire, let's walk through it together.

Frequently Asked Questions

Do we need TeleCloud's phone system to use Sentinel?

Do we have to record calls first?

Does HIPAA allow AI analysis of patient calls?

Will you sign a BAA?

What happens to protected health information?

What happens when it gets something wrong, or marks someone down unfairly?

Does Sentinel listen to calls as they happen?

What are the optional modules, and what is customer health?

Stop guessing what happened on the phone

You already record these calls and nobody has the hours to listen. Sentinel reads all of them and hands you the ten things that cost you money, starting with the patients who asked to be seen and were not.

Conversational Insights Sentinel Graphic (1)

Fifteen minutes, a straight answer.

Sentinel works on recordings from any phone system. If your phones are already on TeleCloud, we can pull your recording coverage before you commit to anything.