Call Recording & Monitoring Policy

Overview#

This Call Recording & Monitoring Policy ("Recording Policy") applies to voice calls made or received using the Bynefit platform's phone bank and virtual dialer features. Calls may be recorded for quality assurance, training, compliance, and program documentation purposes.

By initiating or receiving a call through the Bynefit platform, both the caller (the Bynefit user) and the call recipient agree to the terms of this Recording Policy where permitted by applicable law.

Recording Disclosure#

Calls made through Bynefit's phone bank or dialer features may be recorded. Callers are responsible for providing a verbal or automated disclosure to call recipients prior to or at the start of recording. A standard disclosure statement is:

"This call may be recorded for quality and training purposes."

Teams using Bynefit's recording features are responsible for playing or stating this disclosure and must configure their Twilio TwiML application or phone bank script to include it.

Consent Requirements by State#

Recording consent requirements vary by jurisdiction:

• One-party consent states (including most US states) — Only one party to the call (e.g., the Bynefit caller) needs to consent to the recording. By using Bynefit's recording features, the initiating user provides this consent.
• All-party (two-party) consent states — Including California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, and Washington — all parties must consent. If calling into these states, a verbal disclosure and opportunity to object is required before recording begins.

Teams are responsible for understanding and complying with the recording consent laws of any state in which their call recipients are located. Bynefit provides the technical infrastructure; compliance with applicable recording laws is the Team's responsibility.

Twilio Recording Compliance#

Bynefit uses Twilio to facilitate calls. Twilio's platform automatically stores recordings in compliance with its Privacy Policy. Recordings are stored on Twilio's infrastructure and accessible to authorized Team administrators through the Bynefit dashboard.

Recordings are retained for 90 days by default, after which they are automatically deleted from Twilio's storage. Teams may download recordings during the retention window. Bynefit does not store local copies of call recordings beyond what Twilio provides.

Who Can Access Recordings#

Call recordings are accessible only to:

• Bynefit platform administrators (for technical support and compliance purposes);
• Team Admins and Managers with the use_phone_bank permission;
• The specific caller who conducted the recorded call.

Recordings will not be shared with third parties except as required by law, court order, or to enforce Bynefit's Terms of Service.

MMS & Media#

MMS messages containing images, audio, or video sent through Bynefit may be stored in Twilio's media storage. The same retention and access policies described above apply to MMS media.

Opting Out of Recording#

Call recipients who do not consent to being recorded may end the call. Team callers using Bynefit's phone bank should not record calls when recipients have expressed an objection. Bynefit's platform does not currently provide an automated mechanism for recipients to opt out of recording mid-call; Teams must honor opt-out requests manually.

Contact#

Questions about this Recording Policy may be directed to the Bynefit support center.

Note: This policy is a baseline template. Teams with specific legal requirements should consult qualified legal counsel regarding their obligations under federal and state recording and wiretapping laws.