How Internet Protocol Captioned Telephone Service (IPCTS) Can Help Those with Hearing Loss.

CaptionCall provides a federally funded, no-cost captioned telephone service that empowers individuals with hearing loss to maintain social engagement and independence through real-time transcriptions on specialized home phones and mobile devices.

Audiology Online: Explain CaptionCall and the CaptionCall mission?

Lauren Fettig: CaptionCall is the industry standard for captioned telephone service, and we are proud to be part of the Sorenson global language services family. Our primary goal is to make communication accessible for anyone with hearing loss who needs captions to use the phone effectively.

Our mission is to act as a tool for social engagement. We understand for those experiencing hearing loss, the telephone can become a difficult listening environment. We provide a federally funded solution— no-cost captioning service that bridges the gap between hearing loss and independent connection for people with hearing loss that need captions to use the phone effectively.

Audiology Online: What does CaptionCall provide for people with hearing loss?

Lauren Fettig: Functionally, we provide an easy-to-use phone that displays real-time captions of what the caller is saying. For hearing healthcare providers, we are a communication resource to help your patients maintain the confidence to communicate, which we know is critical for cognitive health and preventing social isolation.

Audiology Online: What does IP CTS mean?

Lauren Fettig: IP CTS stands for Internet Protocol Captioned Telephone Service. It is a specific form of Telecommunications Relay Service (TRS) designed for individuals who can speak but have difficulty hearing on the phone.

The service allows users to simultaneously listen to the other person and read captions of what is being said. CaptionCall uses an internet connection to facilitate this, combining advanced speech recognition with captioning agents to deliver near real-time text to a large, easy-to-read display or mobile app.

Audiology Online: How is captioning provided at no cost?

Lauren Fettig: Funding for Internet Protocol Captioned Telephone Service (IP CTS) is sourced from fees collected through telephone company billing. CaptionCall receives compensation on a per-minute basis for providing captions to customers and is required to comply with stringent accuracy standards established by the FCC.

Audiology Online: How are the ADA & FCC related to the creation of this no-cost service?

Lauren Fettig:  CaptionCall offers captioning services funded by the Telecommunications Relay Services (TRS) fund, which is administered by the Federal Communications Commission (FCC). Under the requirements of the Americans with Disabilities Act (ADA), telecommunications providers must ensure their networks are accessible to individuals who are hard of hearing or deaf.

Because CaptionCall is part of a federally funded program, no costs are passed along to individuals who qualify for the service.

Audiology Online: What are the qualifications to receive the CaptionCall service?

Lauren Fettig: To use CaptionCall, one must have hearing loss that necessitates the use of a captioned telephone service. A hearing healthcare provider can refer their eligible patients directly to CaptionCall.

Audiology Online: How can hearing healthcare providers refer eligible patients?

Lauren Fettig: We make it as easy for healthcare providers to refer eligible patients to CaptionCall. Referrals for our home wireline service can be sent directly from an Office Management System (OMS) or using our online web form. If neither of those options works, you can download our referral form from our website and  email, fax or mail it to us.

For our mobile app, patients visiting your office can download the app before they leave by scanning a QR code from one of our mobile brochures, which can be delivered by your dedicated Account Manager.

Refer a Patient for CaptionCall Service

Audiology Online: What happens after you receive an eligible patient referral?

Lauren Fettig: We’ll contact your patient directly to confirm eligibility and arrange delivery, installation, and in-home training with our Red Carpet Service.

AudiologyOnline: Does using CaptionCall impact phone services?

Lauren Fettig:  No. CaptionCall works seamlessly with the local service provider, including features such as call waiting, call forwarding, voice mail, and caller ID at no additional cost.

AudiologyOnline: Does CaptionCall have a mobile solution?

Lauren Fettig: Yes! CaptionCall has a no-cost, real-time smartphone app that helps individuals with hearing loss take their calls on the go. The app turns spoken language into real-time captions that can be read like a text message thread--instantly. CaptionCall Mobile will appear to be a typical mobile call with speakerphone. The app uses predictive Artificial Intelligence (AI) so conversations are completely private. CaptionCall Mobile is a streamlined with essential, functional features.

Audiology Online: Why do hearing healthcare providers refer CaptionCall?

Lauren Fettig: We speak with providers all the time regarding how the CaptionCall service can impact an eligible patient’s hearing journey. Most notably, providers love our Red Carpet service is for their patients. The CaptionCall employee who delivers and installs the CaptionCall phone also trains the new user. Providers feel this makes a big impact by helping the overall adoption of the captioning service.

Our providers also love having a dedicated Account Manager to help answer questions, provide team trainings, supply the office with educational materials, and keep the entire staff up to date with regular communication and CEU course opportunities.

Audiology Online: What specific features do providers get excited about?

Lauren Fettig: Some of the features providers love about CaptionCall and our captioning services include:

• the Bluetooth connectivity
• our hearing aid-friendly technology (built in induction/tele-coil)
• the custom audio equalizer control
• CaptionCall is available in both English & Spanish, and available throughout the entire United States, including Puerto Rico.
• our solutions allow for easy connectivity in homes

AudiologyOnline: What features do patients get most excited about?

Lauren Fettig: Patients love the ability to read their conversations in big, clear text on the home phone. They also appreciate the ease of use, intuitive interfaces and…

• the captioned voice messages
• how fast and accurate the transcription is in real- time
• the CaptionCall telephone and mobile app works just like a regular phone
• the option to turn captions on and off as needed
• the ease of use and intuitive interfaces
• the speakerphone