AI Voice Disclosure

When you call our office or receive a call from us, the first voice on the line may be an AI assistant, not a person. This disclosure tells you who that AI is, what it can and cannot do, and how to reach a licensed human agent any time you ask.

We currently operate two named AI voice agents:

• Ally handles inbound calls. Ally answers when you call us, asks what you need, and routes you to the right licensed human agent on our team.
• Grant handles outbound business-to-business calls. Grant may call your business as part of our commercial-insurance outreach. Grant does not place outbound consumer calls.

Both Ally and Grant are built on third-party voice infrastructure (Retell AI for conversational logic, Telnyx for call delivery). They operate under our policies and our state-licensed agents' oversight.

Our AI agents identify themselves as AI at the start of every call. You will hear something like: "Hi, this is Ally, an AI assistant for Nelson & Associates Inc." If for any reason you are not sure whether you are speaking to an AI or a human, ask. The agent must answer truthfully, that is a hard rule we enforce on every call.

• Answer your call and ask why you reached out
• Take down basic information (your name, what kind of insurance you are interested in, what state you are in)
• Schedule a callback with a licensed human agent
• Route you to the right team member
• Tell you our office hours, address, and licensed states
• Confirm whether you are an existing policyholder so a human can help you faster

Our AI agents are not licensed insurance producers. They will not:

• Quote you a specific premium or rate
• Tell you whether a particular loss would be covered under your policy
• Bind, change, or cancel a policy
• Promise eligibility, discounts, or underwriting outcomes
• Interpret policy language
• Give legal, tax, or financial advice
• Pretend to be a human if you ask whether you are talking to an AI

For any of those, our AI hands you off to a licensed human agent on our team.

You have the right to:

• Ask whether you are speaking to an AI at any point in the call
• Decline to interact with the AI and request a human agent immediately
• End the call at any time
• Ask us not to contact you again, we honor opt-outs across all channels
• Request a copy of any call recording in which you participated, subject to applicable law

Calls with our AI agents may be recorded for quality, training, and compliance purposes. Where state law requires two-party consent, we ask for your consent at the start of the call. If you do not consent, the AI ends the call without further data collection. See our Privacy Policy for how recordings are stored and retained.

You can ask for a human agent at any time. Saying "agent," "representative," "person," or simply "human" at any point in the call routes you to the next available licensed team member. If a human is not immediately available, the AI takes a callback message and a real person calls you back during business hours.

Information you share with our AI agents is used only to help us serve you. It is stored on our agency's side of our systems (Vercel, BigQuery, GoHighLevel CRM, Retell, Telnyx) and is governed by our Privacy Policy. We do not send the content of your call to third-party advertising or analytics platforms. We do not use the content of your call to train external AI models without your separate consent.