Virtuoso AI Privacy
Virtuoso AI is required by law to maintain the privacy of our clients’ information as well as that of their customers. This policy provides information on our privacy practices and our clients’ rights regarding personally identifiable information that is shared with us as part of the conduct of our business and services; this includes health-related information and, in some cases, credit card data. As part of Virtuoso AI’s legal duties, we are required to provide customers with this policy directly (as requested) or by posting it on our website.
We will follow the privacy practices described in this notice while it is in effect. At Virtuoso AI, we are committed to maintaining strong and meaningful privacy protections for customers. Our privacy policy is designed to inform interested parties about the information we collect, how we use it, and the available options regarding certain uses of information.
Virtuoso AI’s privacy policy applies to website visitors, application users, employment applicants, and our clients’ customers in Puerto Rico, the Dominican Republic, Colombia, and the United States. It applies across the Virtuoso AI family of companies as well as the products and services we provide.
Protecting our customers’ privacy is an important priority at Virtuoso AI, and we are committed to maintaining strong and meaningful privacy protections. The privacy of our clients’ information is a significant responsibility, and we value the trust you place in us.
This policy, as well as its disclosure, is one of the essential elements of our Privacy Program, which governs all our employees’ actions, responsibilities, and duties. The Privacy Program was established as of January 1, 2019, and is reviewed on an annual basis or when changes deem it necessary.
When you visit our website
Our website provides information about Virtuoso AI and the services we offer to our customers, as well as to our employees, contractors, and business partners. Essentially, you may visit our website without revealing any information about yourself. When you visit our website, our tools identify the IP addresses, which are logged as part of our website protection and cybersecurity activities. We do not establish any link or association between the IP addresses collected and the personally identifiable information you may share with us; this means our visitors remain anonymous to us.
Additionally, cookies may be created and shared as part of the browsing process. However, we do not use cookies to attempt to identify you or track your individual activity on our website. Before establishing any cookie creation activities, we require site visitors to acknowledge acceptance of our use of cookies practices. Our site visitors are prompted to accept cookies as follows:
“We use cookies to improve user experience and analyze website traffic. For these reasons, we may share your site usage data with our analytics partners. By clicking “Accept Cookies,” you consent to store on your device all the technologies described in our Privacy Policy. You can change your cookie settings at any time by managing them in browser settings.”
We may collect information through cookies and other data technologies from our website visitors in an aggregate and non-identifiable way. We may use such aggregate non-identifiable information from our website visitors to help us design and provide better customer service and experience on our website. For example, we may analyze such collection of non-identifiable information to examine how many visits a certain page on our website gets per day.
Links to non-Virtuoso AI websites:
Our website may contain links to other third-party websites, including industry associations, business partners, and social media sites such as Facebook, Instagram, LinkedIn, and local Chamber of Commerce.
Virtuoso AI is not responsible for the privacy practices, content management, or cookie creation practices at those other websites. As a good practice, we recommend our site visitors to read and understand the privacy policies of any third-party website you access via a link posted on our website.
What is personally identifiable information?
Personally identifiable information (PII) is any data that could potentially identify a specific individual. This includes information such as name, address, phone number, email address, Social Security number, driver’s license number, passport number, financial account numbers, and biometric data such as fingerprints or facial recognition data. Essentially, any information that could be used to identify an individual, either on its own or in combination with other data, is considered PII. PII is sensitive information that must be protected, as its unauthorized disclosure or use could lead to identity theft, fraud, and other harms.
Information we collect and how it is used
We gather information when our clients or their customers interact with us, and when they utilize our products, services, and websites. This includes provided details such as name and contact information, images, voice recordings or voiceprints, the purpose of communication, driver’s license number, Social Security Number, and payment information.
As part of our services, we may collect the following: customer information (full name, address, telephone numbers, and customer ID among others), specific financial details (account statements, account numbers, financial history), certain medical data (name, address, NPI, PCP, patient ID, coverage, policy number), and/or particular demographic information.
The information we gather is utilized to deliver our services in accordance with the various contracts we have executed with our clients. The purpose of this data collection is to provide account-related services, assist customers with service-related issues or inquiries, manage our services, protect site visitors or users from fraudulent, abusive, or unlawful activities, and enhance our services.
When our clients reach out to us, and when our personnel contact our customers, we may monitor or record communications or maintain voice records of conversations to aid in employee training or other support resources and to deliver better services.
During client interactions, we may employ Interactive Voice Recognition response systems to guide all or most calls. In cases where a call is directed to a payment collection representative or a payment collection process where we gather data based on the interpretation of “touch-tones,” we do not retain such data. The collected data is utilized as a web service with the relevant payment processing entities using their respective payment processing portals/apps/tools.
When our clients communicate with us through third-party services like Facebook Messenger or chat services, our communications and exchanges are also subject to this policy as well as Virtuoso AI’s Privacy Program.
Information provided to us by third parties
In the course of our business and operational processes, Virtuoso AI does not receive or utilize information from third parties for any purpose. However, as part of the negotiated services, our clients may provide us with certain data on their customers; this data may be utilized as part of Virtuoso AI’s daily operational procedures in the normal conduct of our business. These processes may encompass customer support telephone calls (both inbound and outbound), collection of payment information, and handling inbound calls from specific marketing campaigns.
Cookies & Related Technologies
Cookies are text files placed on your computer to collect standard Internet log information and visitor behavior information. When you visit our websites, we may collect information from you automatically through cookies or similar technology.
How do we use cookies?
At Virtuoso AI, we may utilize cookies to enhance the customer experience on our website, including but not limited to:
- Keeping you signed in
- Understanding how you use our website
- Improving your user experience and remembering your preferences.
Managing cookies
At Virtuoso AI, our website primarily serves as an informational platform without engaging in transactional processing. Visitors can explore our services and offerings without the collection of personal data for transactional purposes.
However, on our Contact Us page, we may gather certain personally identifiable information, and during chat conversations initiated within our website, we retain logs of the chat exchanges between prospects, customers, potential employees, etc. While individuals can browse our website without disclosing personally identifiable information, we implement appropriate measures to safeguard any information that is revealed.
Typically, when visitors access our website, IP addresses are collected and logged as part of the standard process. However, we do not link any IP addresses to personally identifiable information, thus ensuring the anonymity of our visitors unless they engage in a chat session.
Every customer or site visitor has the ability to manage cookies through features and functions available on most Internet browsers. For instance, most browsers enable users to select which cookies can be placed on their computer and to delete or disable cookies. Instructions for managing cookie controls can typically be found within the Settings/Internet Options areas for Microsoft Internet Explorer, Apple Safari, Google Chrome, and Mozilla Firefox browsers.
Information you provide
If you provide information to us in the context of an event or promotion that Virtuoso AI sponsors with another organization, or if you visit a co-sponsored site or use a co-sponsored service, you may also be providing information to the co-sponsor. In such cases, please refer to the co-sponsor’s privacy policy for information about its practices, which may differ from Virtuoso AI’s practices.
Additionally, we collect information from you when you participate in surveys or provide feedback regarding our products or services, when you register to receive news or event information, or when you apply for a job. We use this information solely for the purpose for which you provide it.
Virtuoso AI may send you emails about products, services, and promotions from our clients that may be of interest to you. We may collect information when you open these emails or click on links within them. This information is used to personalize the content of the emails and to make future communications and marketing more engaging for you. Please note that Virtuoso AI will not ask you to send sensitive personal or account information via email.
Information shared outside the Virtuoso AI family of companies:
Except as outlined in this Privacy Policy or in agreements with our customers, Virtuoso AI does not sell, license, or share information that individually identifies our customers, customers of our customers, or website visitors with entities outside the Virtuoso AI family of companies that are not performing work on Virtuoso AI’s behalf without the consent of the customers or individuals whose information will be shared.
We may disclose information that individually identifies our customers or identifies customer devices in certain circumstances, such as:
- To comply with valid legal process including subpoenas, court orders, or search warrants, and as otherwise authorized by law; in cases involving danger of death or serious physical injury to any person or other emergencies.
- To protect our rights or property, or the safety of our customers or employees.
- To safeguard against fraudulent, malicious, abusive, unauthorized, or unlawful use of or subscription to our products and services and to protect our network, services, devices, and users from such use.
- To advance or defend against complaints or legal claims in court, administrative proceedings, and elsewhere.
- To credit bureaus or collection agencies to determine credit risk, for reporting purposes, or to obtain payment for Virtuoso AI-billed products and services.
- To a third-party that you have authorized to verify your account information.
- With your consent.
If Virtuoso AI enters into a merger, acquisition, or sale of all or a portion of its assets or business, customer information will also be transferred as part of or in connection with the transaction.
How to limit the sharing and use of your information. Telemarketing
Federal “Do Not Call” laws enable you to register your phone numbers on the National Do Not Call Registry to block many telemarketing calls to those numbers. To add your numbers to this list, please visit the National Do Not Call Registry.
While most telemarketing laws permit companies to contact their own customers without consulting the federal or state Do Not Call list, if you wish to be removed from the Virtuoso telemarketing list, please contact us at 787-641-9292.
Marketing e-mail, text messages, and postal mail
Marketing emails you receive from Virtuoso AI include an unsubscribe instruction (typically located at the bottom of the email) that you may use to opt out of receiving future marketing-related emails.
You may opt out of receiving marketing-related postal mailings or prevent door-to-door marketing solicitations, or prevent text message marketing by Virtuoso AI by calling 787-641-9292. Text message solicitations from Virtuoso AI also contain an “unsubscribe” feature that you can use to prevent future marketing text messages from us. Please note that Virtuoso AI may use bulk mail service for some marketing mailings.
Information security and data retention
Virtuoso AI has implemented technical, administrative, and physical safeguards to help protect against unauthorized access to, use, or disclosure of customer information we collect or store, including social security numbers or credit card information when applicable.
Our employees are trained on the importance of privacy protection and on proper access to, use, and disclosure of customer information. Access to sensitive personally identifiable information is authorized only for those with a business need for such access, as defined within Virtuoso AI’s policies and procedures and Privacy Program. Personally identifiable and other sensitive records are retained only as long as reasonably necessary for business, accounting, tax, or legal purposes.
While we endeavor to safeguard the personal information we collect and store, no program is 100% secure, and we cannot guarantee that our safeguards will prevent every unauthorized attempt to access, use, or disclose personal information. Virtuoso AI maintains security and incident response plans to address incidents involving unauthorized access to private information we collect or store.
If you become aware of a security issue, please email us at: compliance@virtuosoai.com. We will collaborate with you to resolve any concerns.
Virtuoso AI 342 San Luis Street Suite 303 Bechara Industrial Park San Juan Puerto Rico 00921
Email: compliance@virtuosoai.com Telephone: 787-705-0748
Information sharing: Blogs, Chat and Social Networking
Certain Virtuoso AI websites, applications, and services may offer opportunities to engage in blog discussions, message boards, chat rooms, and other forms of social networking, as well as the ability to post reviews. Please note that these forums are accessible to others, and any information you post can be read, collected, shared, or otherwise used by anyone who accesses the forum. By participating in these forums and posting content, you are doing so voluntarily, and you are consenting to the disclosure of this information.
Deletion Request Rights
You have the right to request that Virtuoso AI delete any personal information that we may have collected from you and retained, subject to certain exceptions. Upon receipt, verification, authentication, and confirmation of your request, we will delete your personal information from our records, unless an exception applies. This includes any information captured by or shared with our business partners.
Virtuoso AI may not delete and may deny any such request to delete information from current customers if there is a compliance requirement or legal obligation to retain the information, or if the information was captured via practices that are compatible with the context in which your personal information was provided.
Laws and Regulations, we observe
HIPAA: Health Insurance Portability and Accountability Act of 1996 implements rules relating to the use, storage, transmission, and disclosure of protected health information pertaining to beneficiaries to standardize communications and protect the privacy and security of personal, financial and health information.
HITECH: The Health Information Technology for Economic and Clinical Health Act of 2009, promotes the adoption and meaningful use of health information technology. It also addresses privacy and security concerns associated with the electronic transmissions of health information, in part, through several provisions that strengthen the civil and criminal enforcement of the HIPAA rules.
Privacy and Security Rule: Standards for Privacy of Individually Identifiable Health, as well as Security Standards for the Protection of Electronic Protected Health Information are guided through 45 C.F.R. Part 160 and Part 164.
Changes to this policy
We reserve the right to make changes to this privacy policy, so please check back periodically for updates. You can determine if changes have been made by reviewing the effective date posted at the end of the policy. If Virtuoso AI elects to use or disclose information that identifies you as an individual in a manner that is materially different from what was stated in our policy at the time we collected that information from you, we will provide you with a choice regarding such use or disclosure through appropriate means, which may include an opt-out mechanism.
Contact Us: If you have any questions, concerns, or suggestions regarding our Privacy Policy or our privacy practices, please contact us at:
Information Security and Privacy Officer 342 San Luis Street Suite 303 Bechara Industrial Park San Juan Puerto Rico 00921
Email: compliance@virtuosoai.com Telephone: 787-705-0748
Complaints
You may submit a written complaint to the Office for Civil Rights (OCR) of the United States Department of Health and Human Services (DHHS) to the following address:
U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Room 509F HHH Bldg.
Washington, D.C. 20201
Email to OCRComplaint@hhs.gov