24 questions
Straight answers, including the awkward ones.
Grouped by what you are actually worried about. If yours is not here, call us and we will add it.
Patients Will patients know they are talking to an AI?
Yes — Casey identifies itself as your practice’s automated assistant at the start of the call. We have found that being upfront builds trust, and patients care far more about getting a real answer quickly than about who gave it to them.
Patients What happens if Casey does not understand a caller?
Casey asks a clarifying question once, and if it still is not confident it transfers the caller to your staff with a summary of what it heard. It never guesses at clinical or scheduling decisions.
Patients Can a patient ask for a human?
Always. Saying "speak to someone", "receptionist", or "human" transfers the call immediately. There is no maze and no gatekeeping.
Patients How does Casey handle emergencies?
Emergency language triggers an immediate live transfer, and out of hours it follows your on-call protocol. Casey never triages clinically and never advises a caller to wait.
Patients What languages are supported?
Over 20, including Spanish, Mandarin, Vietnamese, Tagalog, Arabic, Russian, Portuguese, French, and Korean. Casey detects the caller’s language and switches automatically — no separate line, no interpreter wait.
Patients Does Casey give medical advice?
No. Casey does not diagnose, advise, or prescribe, and it will not interpret results. Anything clinical is routed to your team.
Setup Which EHR and practice management systems do you support?
On the medical side: Epic, athenahealth, eClinicalWorks, and Practice Fusion. On the dental side: Dentrix, Dentrix Ascend, NexHealth, Curve Dental, and Open Dental. If yours is not listed, ask — we add integrations regularly.
Setup Do we have to change our phone number?
No. We forward your existing number, so patients call exactly what they have always called and your printed material stays valid.
Setup How long does setup take?
Ten business days from discovery call to going live for a single location. Multi-location groups run in parallel after the first site is configured.
Setup How much work is this for my staff?
About two hours total: one thirty-minute discovery call, one review session to sign off the conversation flows, and one short dashboard walkthrough. We do the configuration.
Setup Can we start small?
Yes, and we recommend it. Most practices begin in overflow-only mode — Casey answers only what your team cannot pick up — then expand once they have listened to a few hundred calls.
Setup Can we customise what Casey says?
Every word. Greeting, tone, policies, escalation rules, and which services it handles are all yours to set, and you can change them any time.
Setup What if we already have an IVR or answering service?
Casey usually replaces both. If you want to keep your IVR, Casey can sit behind a specific menu option instead of answering the main line.
Security Is Vocryn HIPAA compliant?
We are built for HIPAA from the ground up and we sign a Business Associate Agreement with every clinic. HIPAA has no certifying body, so treat any vendor claiming to be "HIPAA certified" with suspicion — ask for their BAA and their security documentation instead. We are happy to provide both.
Security Where is our patient data stored?
In US-based data centres only. Nothing is processed or stored outside the United States, and no offshore staff have access to it.
Security Are calls recorded, and can we turn that off?
Recording is on by default because practices find the transcripts valuable for quality review. You can shorten retention or switch to a zero-retention mode where audio is discarded at the end of the call and only the structured outcome is kept.
Security Do you train AI models on our patient data?
No. Your patient data is never used to train shared or third-party models. It is used to serve your practice and nothing else.
Security Are you SOC 2 certified?
Our controls are built to SOC 2 Type II criteria and we can share our current security documentation and posture under NDA. We will tell you plainly where we are in that process rather than overstate it.
Commercial How is pricing structured?
A one-time onboarding fee covers setup and configuration, then a single fixed monthly fee based on your call volume and the workflows you want live. No per-seat pricing, no per-minute surprises, and no charge for staff dashboard access. Book a demo and we’ll quote your practice a number.
Commercial Is there a long-term contract?
Standard plans are month-to-month. Groups and DSOs usually prefer an annual agreement for the volume pricing, but it is not required.
Commercial What happens if we exceed our call volume?
Nothing breaks and no call gets dropped. We flag it and talk to you about the right plan — we do not bill surprise overages.
Commercial How quickly does this pay for itself?
Most practices are net positive inside the first month. A single recovered hygiene appointment or new patient usually covers a meaningful share of the monthly fee — our ROI calculator lets you run your own numbers.
Commercial Will this replace our front desk staff?
That is not what we sell and not what happens. Casey takes the routine phone volume so your staff can look after the patients in the building. Practices tell us the job gets better, not scarcer.
Commercial What if it does not work for us?
Month-to-month plans cancel with 30 days’ notice and we hand back your call data and transcripts on request. We would rather you leave cleanly than stay unhappy.
20-minute demo
See Casey answer a call using your scheduling rules.
No slide deck. We dial in, you listen, and you ask it the awkward questions your patients would.