Questions to Ask an AI Voice Agent Vendor About HIPAA and BAAs

Every call to a clinic can include health information. Before you choose an AI voice agent, ask each vendor the questions below, and get the answers in writing. Use them to compare vendors side by side.

Will you sign a Business Associate Agreement?

A Business Associate Agreement (BAA) sets out how a vendor protects patient information on your behalf. Ask for it before the sprint starts, not after you have chosen a vendor. Dezy It is HIPAA compliant and signs a BAA with clinics.

Where are call recordings and transcripts stored, and for how long?

Ask where audio and transcripts are kept, who can access them, and how long they are retained. Ask whether your clinic can review and delete them on request.

Can your team review every call?

At Dezy It, every call is logged, so your team can see what was asked and what the agent said. Ask any vendor how logs are reviewed, and whether your staff can search them.

What does the agent do with clinical questions?

Ask what happens when a caller asks about symptoms, eligibility or side effects. A safe answer is that the agent does not give clinical advice, and escalates the call to your team under rules you agree.

Who writes and approves the answers?

Ask who writes the approved answers, how changes are made, and how quickly a price or service change reaches the agent. Your clinicians and managers should be able to see and approve what the agent says.

How are access and changes controlled?

Ask how your staff get access, what each role can see and change, and who at the vendor can view call content.

What happens if you leave?

Ask how you get your data back when the contract ends, and how it is deleted. A vendor that cannot answer this clearly has told you something useful.

Compare the answers

Put the answers side by side. Ask for the BAA, the retention policy and the escalation rules in writing before you book a demo or start a sprint.

See how the agent handles calls: https://www.dezyit.com/24-7-ai-voice-agent

Book a demo and bring your questions: https://cal.com/explore-diva/diva360-demo