Sentient Voice Privacy Policy

Long Beach Networks LLC, doing business as Sentient Voice ("Company," "Sentient Voice," "we," "us," or "our") provides cloud-based unified communications as a service ("UCaaS"), including voice, video, messaging, call recording, voicemail, and AI-assisted features such as transcription, summarization, and analytics (collectively, the "Services"). This Privacy Policy explains how we collect, use, disclose, and protect personal information in connection with our Services and our website at www.sentientvoice.com (the "Site").

Our Services are designed for business customers. When a business ("Customer") subscribes to our Services, that Customer is the controller of the personal information processed by its end users (employees, contractors, callers, and other contacts). We process that information as a service provider or processor on the Customer's behalf and under the terms of our Master Services Agreement and Data Processing Addendum ("DPA"). This Policy applies primarily to (1) personal information we collect directly from Customer administrators, prospects, and Site visitors, and (2) our role as a service provider to our Customers.

If you are an employee, contractor, or contact of one of our Customers, please refer to that Customer's privacy notice for information about how your personal information is collected and used in connection with their use of our Services. If you have questions for that Customer, contact them directly.

1. Information We Collect

1.1 Information You Provide to Us

We collect information you provide when you:

• Create an account, sign up for a trial, or purchase the Services (e.g., name, business email, business phone, billing address, company name, job title).
• Submit payment information (processed by our third-party payment processors; we do not store full payment card numbers).
• Contact us for support, sales inquiries, or feedback (e.g., contents of your communications with us).
• Configure your account, including user provisioning, phone number assignment, integrations, and administrator settings.
• Participate in webinars, events, surveys, or marketing communications.

1.2 Customer Content

"Customer Content" means the communications data that flows through the Services at the direction of our Customers, including:

• Voice calls, video meetings, and screen-sharing sessions.
• Call recordings, voicemail messages, and associated metadata (e.g., date, time, duration, calling/called numbers, participant identifiers).
• Text messages, chat messages, and uploaded files.
• Transcriptions, summaries, action items, sentiment scores, and other outputs generated by AI features.

We process Customer Content on behalf of, and under instructions from, our Customers. We do not use Customer Content to train generalized AI models for use outside of the Customer's tenant, except as expressly permitted by the Customer in writing.

1.3 Information Collected Automatically

When you use the Services or the Site, we automatically collect:

• Device and connection information (IP address, device identifiers, operating system, browser type, network carrier, MAC address for provisioned hardphones).
• Usage information (features used, pages viewed, click events, login timestamps, session duration, error logs).
• Call detail records ("CDRs") and signaling data (calling/called numbers, call routing, codec, jitter, packet loss, and other quality-of-service metrics).
• Cookies, pixels, and similar technologies on our Site (see Section 8).

1.4 Information from Third Parties

We may receive information about you from:

• Integration providers and connected applications (e.g., CRM, helpdesk, calendar, messaging, and productivity platforms) that you or your administrator authorize.
• Carriers, telecommunications providers, and number-porting partners.
• Identity, fraud-prevention, and compliance vendors (e.g., STIR/SHAKEN attestation, KYC).
• Marketing partners, resellers, and data enrichment providers.

2. How We Use Information

We use the information described above to:

• Provide, operate, maintain, and support the Services, including routing calls, delivering messages, storing recordings, and generating transcriptions and summaries.
• Authenticate users, provision accounts and endpoints, and manage subscriptions and billing.
• Monitor and improve quality of service, reliability, and security (including fraud, abuse, toll-fraud, and robocall detection).
• Comply with legal, regulatory, and contractual obligations, including those imposed on telecommunications providers (e.g., E911, CALEA, STIR/SHAKEN, lawful intercept, and tax reporting).
• Develop and improve our Services, including aggregating de-identified data for analytics and product development. De-identified data is maintained and used in a manner that does not identify, and is not reasonably capable of being associated with, any individual.
• Communicate with Customer administrators about their accounts, including service announcements, security alerts, and changes to the Services.
• Market our Services to prospective Customers (you may opt out at any time — see Section 7).

2.1 AI Features (Transcription, Summarization, Analytics)

Our Services include AI-assisted features that may transcribe calls and meetings, generate summaries and action items, perform keyword detection, and produce analytics. These features operate on Customer Content within the Customer's tenant. Outputs are made available to the Customer and the users the Customer authorizes.

We do not use Customer Content to train foundation models or to train models that are shared across Customers, unless the Customer expressly opts in. Some AI features may be powered by third-party AI subprocessors operating under contractual data protection terms. A current list of subprocessors is available upon request.

3. Call Recording, Monitoring, and Consent

The Services include call-recording and monitoring features that our Customers control and configure. Federal and state laws govern call recording and may require one-party or two-party (all-party) consent depending on the jurisdiction. Customers are responsible for: (a) determining whether recording is permitted in their jurisdiction; (b) configuring recording features appropriately; (c) providing required notices and obtaining required consents from call participants; and (d) complying with sector-specific laws (e.g., HIPAA, GLBA, FERPA).

We provide tools — such as recording announcements, beep tones, and consent disclosures — to help Customers meet their obligations, but we do not provide legal advice on whether a particular recording is lawful.

4. How We Disclose Information

We disclose information in the following circumstances:

4.1 To the Customer

We make Customer Content and account information available to the Customer that controls the relevant account, including its authorized administrators.

4.2 Service Providers and Subprocessors

We engage third-party service providers to perform functions on our behalf, including:

• Cloud infrastructure and storage providers.
• Telecommunications carriers, SIP trunking, SMS aggregators, and number-porting partners.
• Payment processors and billing platforms.
• AI model providers used to deliver transcription, summarization, and analytics features.
• Analytics, monitoring, and customer-support tools.
• Fraud-prevention, security, and compliance vendors.

These providers are contractually limited to processing personal information for the purposes we specify and consistent with this Policy and applicable law.

4.3 Integration Partners

If you or your administrator enables an integration with a third-party application (such as a CRM, helpdesk, calendar, or messaging platform), we will share information with that application as needed to provide the integration. The third party's use of your information is governed by its own privacy policy, not this Policy.

4.4 Legal and Safety

We may disclose information when we believe in good faith that disclosure is required to: (a) comply with a subpoena, court order, lawful intercept request, or other legal process; (b) protect the rights, property, or safety of our Customers, users, the public, or us; (c) investigate suspected fraud, abuse, or violations of our terms; or (d) cooperate with law enforcement and regulators. Where permitted, we will notify the affected Customer before responding to legal process targeting their account.

4.5 Corporate Transactions

If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, personal information may be transferred as part of that transaction. We will provide notice of any change in ownership or material change in use of personal information as required by law.

4.6 With Consent or at Your Direction

We may disclose information for any other purpose with your consent or at your direction.

4.7 No "Sale" of Personal Information

We do not "sell" personal information in exchange for monetary consideration, and we do not "share" personal information for cross-context behavioral advertising as those terms are defined under the California Consumer Privacy Act, as amended ("CCPA/CPRA"). See Section 6 for additional California disclosures.

5. Customer Proprietary Network Information (CPNI)

As a provider of telecommunications services, certain information we collect is treated as Customer Proprietary Network Information ("CPNI") under Section 222 of the Communications Act and the rules of the Federal Communications Commission. CPNI includes information about the quantity, technical configuration, type, destination, location, and amount of use of telecommunications services purchased by a Customer.

We protect CPNI consistent with applicable FCC rules. We do not use, disclose, or permit access to CPNI for marketing services outside the categories the Customer already subscribes to without first obtaining the Customer's approval where required by law. Customers may contact us using the information in Section 12 to ask questions about how we handle their CPNI.

6. California Privacy Rights (CCPA/CPRA)

This section supplements the rest of this Policy and applies to California residents whose personal information we collect as a business. When we process personal information about a Customer's end users in our role as a service provider, the Customer's privacy notice governs and California residents should direct CCPA requests to that Customer.

6.1 Categories of Personal Information Collected

In the past twelve (12) months, we have collected the following CCPA categories of personal information:

• Identifiers: name, business email, business phone, account ID, IP address, device identifiers.
• Customer records (Cal. Civ. Code § 1798.80(e)): billing address, payment information.
• Commercial information: subscription plan, purchase history.
• Internet or network activity: usage logs, CDRs, signaling data, cookie data.
• Geolocation data: approximate location derived from IP address; precise location only as required for E911.
• Audio, electronic, and visual information: call recordings, voicemail, video meeting recordings, transcripts (as Customer Content).
• Professional or employment-related information: job title, employer.
• Inferences: inferences drawn for analytics, fraud prevention, and product improvement.

We do not knowingly collect sensitive personal information for the purpose of inferring characteristics about California residents.

6.2 Sources, Purposes, and Disclosures

Sources of personal information, purposes for collection, and categories of recipients are described in Sections 1, 2, and 4 above.

6.3 Retention

We retain each category of personal information for as long as necessary to provide the Services and for the additional periods described in Section 9.

6.4 Your California Rights

Subject to certain exceptions, California residents have the right to:

• Know the categories and specific pieces of personal information we have collected, the sources, the purposes, and the categories of third parties to whom we disclose it.
• Request deletion of personal information we have collected from you.
• Request correction of inaccurate personal information.
• Opt out of the sale or sharing of personal information (note: we do not sell or share personal information).
• Limit the use or disclosure of sensitive personal information (note: we do not use sensitive personal information for purposes that trigger this right).
• Be free from unlawful discrimination for exercising these rights.

To exercise these rights, contact us using the information in Section 12. We will verify your request consistent with CCPA requirements. You may use an authorized agent to submit a request on your behalf.

7. Your Choices

• Marketing emails: You may unsubscribe via the link in any marketing email or by contacting us. We will continue to send service-related messages.
• Cookies: You can manage cookies through your browser settings and through the cookie preference center on the Site, where available.
• Account information: Customer administrators can update account information through the administrator console.

8. Cookies and Similar Technologies

We use cookies, pixels, local storage, and similar technologies on our Site for purposes such as authentication, security, preference storage, analytics, and marketing. We do not use these technologies to deliver behavioral advertising based on activity on third-party sites in a way that would constitute "sharing" under the CCPA.

9. Data Retention

We retain personal information for as long as necessary to:

• Provide the Services to our Customers and maintain their accounts.
• Comply with our legal, tax, accounting, and regulatory obligations (including telecommunications recordkeeping rules).
• Resolve disputes and enforce our agreements.

Customer Content is retained according to the Customer's configuration and our applicable subscription terms. When a Customer's subscription ends, we will delete or return Customer Content as described in our DPA, subject to applicable legal-hold and backup retention practices.

10. Security

We maintain administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, disclosure, alteration, and destruction. Safeguards include encryption in transit (e.g., SRTP/TLS) and at rest where appropriate, access controls, logging, network segmentation, vulnerability management, and personnel training. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

11. Children

The Services are intended for use by businesses and are not directed to children under 16. We do not knowingly collect personal information directly from children under 16 in connection with our direct relationships. If you believe a child has provided personal information to us, please contact us using the information in Section 12.

12. Contact Us

If you have questions or requests regarding this Policy, please contact us at:

Long Beach Networks LLC d/b/a Sentient Voice
Attn: Privacy Team
418 Broadway #10701
Albany, NY 12207
Email: legal@sentientvoice.com
Website: www.sentientvoice.com

13. Changes to This Policy

We may update this Policy from time to time. When we do, we will update the "Last Updated" date and, where required by law, provide additional notice (such as an in-product notice or email to administrators). Your continued use of the Services after the updated Policy takes effect constitutes acceptance of the updated Policy.

— End of Policy —