1. Introduction
Call Center Resources LLC DBA Lumina CX OS (“we,” “us,” or “our”) operates luminacxos.com and the Sophia after-hours inbound voice service. This policy covers the website, SMS, and the voice line. It is not a HIPAA Notice of Privacy Practices and it is not a BAA.
2. Information We Collect
- Contact information: Name, email, phone, business name from forms, chat, email, or a sales/demo call.
- Order and account data: Plan (Core, Success, or Pilot), hours, service area, emergency vs bookable rules, calendar connection, after-hours greeting.
- Voice data: After-hours calls to Sophia may be recorded. We create a transcript and a written summary in CCR’s platform. That is how the product works.
- SMS / text opt-in: Mobile number and the time of express written consent.
- Usage data: Pages, device, browser, IP, via standard analytics.
- Support records: Emails, tickets, and replies.
We do not ask website visitors for PHI. A healthcare or insurance deployment that may involve PHI is quoted separately and only proceeds if counsel and a signed BAA say so.
3. Voice, recordings, and AI
Sophia is an AI voice agent. She identifies as AI on the call. We do not hide synthetic voice.
- Audio, transcript, and summary are stored to operate the line, book or log the request, and support the account.
- Retention is set in the order or DPA. Absent that, we keep records as long as the account is live and as long as law requires after it ends.
- We do not grant foundation-model trainers a right to use your calls unless the written order says so.
- Emergency vs bookable routing is configured per account. This policy does not promise a live human on every call.
4. SMS / text messaging
When you opt in to SMS from Lumina CX OS (Call Center Resources LLC):
- We use the number for customer-care messages: appointment confirmations, “tech will call,” support follow-ups, and service notices — not a separate marketing list.
- We do not sell, rent, or share SMS opt-in data or mobile numbers with third parties or affiliates for their marketing.
- Frequency follows the live account (confirmations and follow-ups). Message and data rates may apply. There is no “5 messages per month” cap on a live line.
- Reply STOP to opt out. You get one confirmation. Reply HELP or email [email protected].
SMS opt-in is not sold for third-party marketing. Carrier / TCPA rules still apply. Counsel owns outbound campaign language. Outbound is not included in Core.
5. How We Use Information
- To run the website, demo, and after-hours line you bought
- To send confirmations and service SMS to opted-in numbers
- To improve the site and the line
- To keep consent and communication records
- To meet TCPA, CTIA, carrier, and other legal duties
6. Sharing
We do not sell personal information for others’ marketing. We share only:
- Processors: CRM, voice, telephony, email, and SMS vendors needed to run the line, under contract.
- Law: When required by law, court order, or government authority.
- Transfer: A merger or sale of the business, with the same limits.
A current subprocessor list is available under NDA from [email protected].
7. Retention
We keep data while the account is live and as long as needed for the service and the law. SMS opt-in records are kept at least 4 years. Call recordings and transcripts follow the order or DPA.
8. Security
We use technical and organizational measures appropriate to this product (encryption in transit, access control, MFA on administrative users). No internet transmission is 100% secure. See also Security & Trust.
9. Cookies
The site may use cookies and similar tools for function and analytics. You can disable cookies in the browser. Some features may stop working.
10. Your rights
You may ask to access, correct, or delete personal information we hold, subject to legal hold. SMS: reply STOP. Written requests: [email protected] or [email protected].
11. Children
This service is for businesses. It is not directed to anyone under 18. We do not knowingly collect information from minors.
12. HIPAA / PHI
We are not a covered entity by default. This page is not a promise of HIPAA-ready workflows. A BAA exists only if both sides sign one. Partners may not sell “HIPAA included.”
13. Changes
We post changes on this page with a new effective date. Continued use after the post is acceptance of the update.