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HLAA Chapter meeting Speaker Segment Sat, Jul 10, 2021 at 11:08 am | Otter.ai

HLAA Chapter meeting Speaker Segment Sat, Jul 10, 2021 at 11:08 am

HLAAIndySecretary Hurrell1h 11min

Cristina Duarte

00:00

For who we are, what innocaption is some of our key features, frequently asked questions, and then we'll have a question and answer discussion. These were supposed to be our presenters today. Unfortunately, Matt, as I explained to everybody could not be with us. But I'm here and arguably, I'm the better presenter. So really, it works out best for everyone. At you know, caption, our mission is to offer the best telecommunications accessibility solution to the deaf and hard of hearing community. And our users drive our innovation. This this gentleman here is our CEO, Joe, and he has a bilateral cochlear implant, he uses muddle he was born with profound hearing loss, and invested in the technology in the beginning and eventually became co CEO and and why we have this in our presentation. why it matters so much for our users is we're the only company in IP CTS that actually has a co CEO who is a user of the technology. So because he relies on the technology every single day, it really fuels our development, he's very quick to catch bugs or things that that happen. And it's very helpful to to be able to do that development. And when we receive feedback from users, it's very personal we every update that we do is generally because a user told us that they felt the app could be better for their accessibility needs. If we had this update. For example, our users are able for their caller ID to choose whether they have their native phone number showing, so their regular phone number, their innocaption number or blocked Originally, we didn't have the ability for people to block their cell phone numbers. But we heard from multiple Deaf doctors that they felt like they couldn't function on the same level as their hearing peers, because they were unable to use their cell phones to call patients without showing their personal number. We were able to implement that feature relatively quickly. And we heard back from our Deaf and Hard of Hearing doctor users that they were so thrilled to finally be able to use their cell phones, me and we'll catch up to make those calls. So that's just one example. The dyslexic font in the update is another. So the point of all this is to say if you're using the app, and there's something that you feel like we could be doing better, or some update that would meet your accessibility needs. Sometimes depending on whether or not it's technologically feasible at the time, it could make a while but we always have a list of things for our engineers to work on until we can make it happen. With that being said, we are a mobile application that provides real time captioning of phone calls for individuals who are deaf and hard of hearing within the United States. We are available on Apple devices and Android devices. We get a lot of questions. How do I know I'm eligible for an EN caption? Do I provide an audiologist certification? And the answer is right now No, because of when no caption was certified and what the law is. You have to self certify. So when you sign up for an annual caption, you are certifying that you have a hearing loss and that you need captions to understand your phone calls. And and that's enough for now, the FCC has been looking at potentially trying to get audiologist certifications. But that rulemaking is we're not sure what's going to happen. If it does. We will contact users proactively and work with everybody to get the documentation that we need. There is no cost to us innocaption our service is offered free of charge because we get reimbursement from the telecommunications relay services fund. It's the same fun that pays for IP relay video relay service. It's actually illegal to charge for trs services in the United States. So if anybody ever tells you that you have to pay for an old caption or even another trs service, That's not right. And you should immediately red flag that.

Cristina Duarte

04:43

How do I get started? So these screenshots, actually, the one over here on the right on iOS is the old iOS screen for those of you who are Apple users. You've seen the updated screen. This is still the screen that you'll see on Android later in the presentation, I'm going to be showing some screenshots from our updated iOS app. I had the opportunity while we got all the all of this figured out to tell the Indianapolis chapter a little bit about our update, and I will cover that when we get to the later slides. But pretty much getting started with no caption is supposed to be an easy process. If you have trouble, we do have a great customer support team. And the way that you initially get in touch with them is via email, you just email support at innocaption comm and that will also be at the end of the slides, you don't worry about writing it down. Now. Once you get in contact with them. If troubleshooting over email isn't what works best for your needs, you can just let them know that you want to schedule a zoom call with them or you would like to troubleshoot over text message or the phone whatever works best for you, our team is willing to do to troubleshoot with you. This is probably I'm very proud about a lot of things about our company by what I'm most proud about is the way that we provide our captions. Originally when we were certified A lot of you know, I know Tara zita has been with us since the beginning. We were the only company we still are the only company that offers captioning with live stenographers cart providers. So when you go to a lot of HLA meetings in person, or the big HLA convention, the individual sitting to the side with their steno devices that type phonetically. Those are the individuals we contract with to provide captions on our service. And sorry, I was just looking at the chat to make sure I'm not missing anything. Those individuals are highly skilled. They go through years of schooling to be able to provide captions for our users. They also work in backgrounds like court reporters are stenographers, we have people who work at the DOJ in and Do you guys ever have those moments where the word is in academia, that's the word I was looking for. I obviously need more coffee. And and these individuals when they provide captions, part of what they can do, that automatic speech recognition cannot do is provide nonverbal cues. So parenthetical like laughing or beeping or use a speaker far away from the phone, things that are really helpful for some individuals that they may not be able to hear on their own. Automatic speech recognition technology is something that we added

Cristina Duarte

08:00

about, I want to say two years ago, but as I said, in the beginning of this call, my timeline is non existent now with the pandemic. So I'm going to go with two years ago, and we did it as a beta and then officially received certification. In December, we implemented automatic speech recognition technology at user requests. And we had, it's funny because as somebody who grew up in the community, when people started requesting Asr, and I'm going to use ASR instead of automatic speech recognition. So when, when people started requesting ASR I didn't fully understand, because my parents never back in the day never really liked automatic speech recognition. They felt the accuracy wasn't very good. And, and their needs were better met using live stenographers when I started talking to some of the users and asking, why is it what is it about automatic speech recognition that you like? I heard people who said they really liked that there wasn't another party on the line. So far, they're functional equivalents. And because of the people, they were speaking to having clear voices and the accuracy being good. They felt like their functional equivalents would never be met. While there was a third person on the line, which is a great point. I had people say that they preferred the speed, because with their levels of speech discrimination, they were able to do pretty well. Our CEO, our co CEO, Joe, actually, before we released it to the public started using automatic speech recognition for all of his calls. Because for him, he wanted to make sure that if we're putting a feature in the app, it's it's a good feature. It's something that can benefit people. Originally Our users had to choose between stenographers or ASR at the start of the call. Joe made a call during his testing period where he called, I think it was United Airlines. And I remember because I was in the office, and the first part of the call went really well, because automatic speech recognition does really well with automated voices. So computers understand computers. He got through the, the interactive menu, and was on hold, I want to say for 20, or 30, it was a significant hold, when he was transferred to a representative whose voice did not process Well, with automatic speech recognition.

Cristina Duarte

10:47

And the captions were unusable. So in that moment, he was in a position where he could either disconnect the call and call back again using a stenographer or ask somebody in the office for help when he flagged me over and I help, but that defeats the purpose of accessible technology when you have to get a third party to help you. So in that moment, he said the only way that this is going to work and be fully functionally equivalent, is if in the middle of a call, as my accessibility needs change, I'm able to switch if I could click a button and say this isn't working anymore. I need a stenographer. That would be perfect. At that time, everybody in the company, the engineers were like, well, that's not technologically feasible. And as Joe frequently reminds everybody, he said, it's not technologically feasible yet. And it took time, and a lot of sleepless nights. But our engineers are much smarter than I am brilliant, and they figured it out. So we are the only company that allows for this switch before a call or in the middle of a call as your needs may change. We believe that our users are the ones that need to be in control of their accessibility, and are the ones who define what their needs are not us. So as you're playing around with stenographers versus Asr, ASR is, when it works, it works really well. As you can probably see, from the captions you're using here, I have a voice because I grew up in the heart of hearing family, my voice processes pretty well with automatic speech recognition. Matt's voice as a man processes even better. He's from Brazil. So sometimes he will say like a random word a little weird. And answer won't pick it up. Our co CEO who was born in Portugal, and born with profound hearing loss, automatic speech recognition does not work for his voice. It's really bad. And so it really depends on the speaker. Things you want to watch out for are kids, like small kids. So if you're talking to somebody, and then they're like, Oh, you want to talk to your grandchild or their child, whoever the child is. Automatic speech recognition may not work well, tiny human beings don't have normal process, normal ways of speaking normal speech patterns. I test the technology a lot. Something that really surprised me was that I was watching a webinar where the speaker had a very clear voice, I would have put money on automatic speech recognition processing her voice, whoa. And it was terrible. And I was thinking, why is it not working? And then I realized she was nervous, and her voice was shaking. So her voice pattern was off. And the automatic speech recognition wasn't doing well. But then you switch over to cart and it was perfect. So little things like that, that people should be aware of. Automatic speech recognition technology has is has come a long way. It's great, but it's not a substitute. So where it works, it works where it doesn't work, you will want to use a cart provider. Some people because automatic speech recognition doesn't give those nonverbal cues, prefer to use part stenographers all the time. And that's okay, too. So the choice is really yours. This is how to switch caption modes. And this is on now on Android devices. And the iOS screenshot and what will be Android later this summer is later in the presentation and I'll show you but essentially what you do is at the beginning of a call, you can tell what you're going to use when in the upper right hand corner of the screen. It'll either say ASR for automatic speech recognition or CIA and CIA is what we use for stenographers. It's communication assistant. Because that's what they call them in the law. So communication assistant during a call, if your needs change, you can click in the upper right hand corner again, if it's on Apple, now it's at the bottom of the screen, which I will go over. But it'll allow you to change modes. We get a lot of questions about privacy. And before I go into this, I am going to take a sip of water really quick. Does anybody have any questions before I move on to some of these

Cristina Duarte

15:49

other legal things? And I'm, I'm fine if you guys want to leave it to the end, but I always stop mid presentation just to double check. Are you HIPAA compliant? Judith, are you HIPAA compliant? Here? Are you hold on one second, let me I wonder if my Oh, yeah, my volume is off. Hold on. And now. Judith, can you try again? Are you HIPAA compliant? So I have a slide about that. The FCC released a public notice with the Department of Health and Human Services explaining that using telecommunications relay services, when one party to the call, has a hearing loss does not violate the Privacy Rule of HIPAA. You're welcome. Did anybody else have any questions? And I know it looks like I'm looking to the side. I swear I'm looking at you guys. You guys are just on the other computer.

Cristina Duarte

17:08

Now, okay. So I'm gonna take on privacy now. So we take our user privacy very seriously, not only as a company, but as a regulated company, where we're regulated, I said, and audited by the FCC. So we are not allowed to retain any information from your call beyond what like a T Mobile would have. So obviously, we have the call duration and that kind of stuff. But we don't have your call transcripts. Nobody, with the exception of the stenographer, here's what is taking place. And even our stenographers only hear the half of the conversation that they're transcribing. They don't hear what you're saying, which actually, I have lots of users Tell me, oh, I really appreciate the stenographers after every call, I think them and tell them what a great job they do. And it breaks my heart because I always have to say, Oh, you have to tell the other person to repeat what you're saying, if you want to somehow prefer to hear because they don't hear what you're saying. Um, these individuals, they work very hard. They're highly trained, as I said, they go through a lot of schooling. And before they're able to contract with us, they have to undergo background checks and regulatory compliance training. Your transcripts are not saved on our servers. At the beginning, when you log in to innocaption. For the first time, you get a bunch of pop ups about permissions. This is all in our privacy policy. And I'm actually very easy chart to understand but but I like to talk about it also to patients, you have to say yes, to all of those permissions for the app to work. But when you give permission for innocaption to locally access, your contacts, your and everything else, it says those are all local permissions. And what we mean by local is that is not stored in our servers. Even if you contact innocaption. Say I'm having trouble. Can you look at my contacts, we can't the system's not designed that way. We don't have the ability to see your contacts, we don't have the ability to see your transcripts. And the reason when you troubleshoot with our support team. Sometimes people have to uninstalled the app. And we always tell people, backup your transcripts or email them to yourself, save them if they're important, because there is no way for us to recover them. They are not stored in our servers. As far as our engine, we actually pay more to ensure that no machine learning happens. So there are some people who are really concerned about what happens with that data once it's processed in the cloud. We use Google with our own proprietary tweets and nothing from your Call is ever saved in Google. It's processed and spits right out. No learning happens on those calls. Okay. Curious that you. So we have a 10,000 users right now. Teresita is asking how many users we have. It's about 10,000. And as far as demographics, if you're interested in that, I can try to see what I can get for you. It's been a while since I've looked at that stuff we've been, it's been so hectic, we grew so much. During the pandemic, I think we grew around 60%. And we're, we're a small team, which is great. I am not complaining about that much. But what that means in terms of workload, and workstreams is where before I may have been on top of those demographics, we have so many more privacy assessments and things going on that I haven't looked at that lately. Um,

Cristina Duarte

21:03

as far as more Android users or Apple users. I am not sure. I can also tell you, I, when I work, the customer support lines during the update. I did. I like I see more Apple inquiries and Android. But that doesn't really mean anything in let me look into that. And I can get that information to you. That's a very good question. But I am again, having 10,000 users at this point around that number is, is really amazing. Because we launched five years ago, and and we were very small. And it's because of chapters like your like Houston in Indianapolis, doing these presentations and word of mouth that we've been able to grow so much. A lot of people in the community were very hesitant to give innocaption a try. Because for so many years with all the legacy providers who use different technology, they use reversers. So it's it's assisted Asr, it's somebody reversing into a automatic speech recognition machine. And my understanding of it is there's a delay because the machine waits for context, to ensure accuracy. So for so many years, people have been told, oh, this is real time. It's fast. It's accurate. And their experience wasn't that. So when we came onto the marketplace and said, No, you should try this. They said, I already have a caption phone. I know how it works. And and luckily, because people in the community are so instrumental in their information sharing, sharing of experiences, we've had more and more people try us and switch over because they love the service that they get. So thank you so much to all of you guys for all that you do. Our app reviews are also great, too, because when people take the time to review the app in the Apple and Android store, there's no way for a company we can respond. But there's no way for a company to delete those. So whenever we have users who say yeah, but what do actual users say, I always direct them there and say, Well, we've had we have user share experiences, there are good reviews. And with everything with 10,000 users, there are some bad reviews. But we we always respond to each one. And it's really great for others in the community to be able to see what other people with who are hard of hearing say so they don't have to take our word for it. With that being said, some of our key features are having you have a personal note caption number. But as I may have mentioned before, you have an option of whether or not you want to rely on that number, or you want to use your regular cell phone number, you have the ability to view your transcripts. And now you have total control. You can choose to save all of your transcripts again locally on your device. For no caption to prompt you and ask if you want to save the transcript or to not save any transcripts at all. You have captioned voicemail and the caller ID settings where you can choose when you call out. As I also explained before, whether you want the person you're calling to see your innocaption number, your regular cell phone number, or if you want it blocks, the majority of our users choose their regular cell phone number because most of their friends already have their cell phone number saved in their contacts list. So when they call through, it'll show as them calling. We now with multilink support. We now offer Spanish captions with automatic speech recognition. We're working on other languages but the interesting thing about automatic speech recognition is that The accuracy and quality actually vary a lot with different languages. Luckily for us, we have fluent native Portuguese speakers and Korean speakers on our team. And because of this, we've been able to test and really see the weaknesses of some of these other languages. But once we're able to find good quality, automatic speech recognition in these languages, we will be updating to include that as well. We have a spam call filter, it is optional. When you set up the innocaption app, it will block calls that are spam or calls. It's not sure, but it suspects as spam because it's from the database, it'll Mark flag as potential spam for you.

Cristina Duarte

25:51

We have desk view caption mirroring. And what this is, it's not an app for your computer. But it's a login. So you go to the innocaption site, and I'll talk about it more in other slides. But it essentially enables you to mirror captions. So you make the call from your cell phone. But it shows up, you can see the captions on your computer, it's very helpful for things like zoom or, or long meetings that you don't want to be holding your cell phone. And the end call caption switch mode, which I've already talked in length about. Here is the new book that we have on the innocaption app. Funny story. So Matt and I are the ones that do all these screenshots. And he is john smith in my phone. And he's still john smith To this day, I feel like if there's an emergency because he's the emergency contact, people are going to be so confused. I'm going to be like my husband's name is Matt, but you want to call john and my phone, I really should probably just change it back to Matt, but I am Jane in his phone. So it works. If you look at this screenshot of our new app, Android users again can expect to see this sometime this summer, um, on the bottom of the screen, the button just to the right of the disconnect button that says ASR e m, that is the new caption switch button. When you click that, you can switch to Spanish ASR to a cart provider, or you can turn your captions off. I mentioned this to the Indianapolis chapter before Houston was able to join. So I'm going to really quickly go over it again. The caption OFF button is not something that a lot of users will use. Because once you put captions off, you're unable to reconnect to the captions until you make another call. But the reason that we have that is we did hear from some users who because of their levels of speech discrimination, or because of the individuals they're talking to said that every once in a while they have a call from maybe a parent or a spouse or significant other, somebody that they know their voice. And they do not need captions. For those calls. They don't want to be billing the fund. So they wanted the ability to turn the captions off. I do not recommend using this. If you're on a call with a customer service representative even if they have a very clear voice. Because if there's a chance you can get transferred to somebody who doesn't have a clear voice, you won't be able to get the captions back. This is what I was talking about with our dark mode and light mode. You can choose to have it mirror your phone settings. Oh Allah, you already have the new update on your Android. No, that's funny. So Matt and I are actually officially on PTO this week. I feel like maybe the team didn't tell us that it wants because they wanted us to take a vacation. But that never happened. So Ella already has the new look. Other people may already have the new look on their Android. Here is the the caption screen settings. So now you're able to choose dark mode light mode, or you can have it switch dependent mirror your phone. So if your phone is on dark mode, it'll be dark mode. If your phone's light mode, it will be light mode. You can choose to have a dyslexic font astera font, bold tax all of these to give you the power to figure out what works best for you What's better for your eyes in terms of reading the captions. Okay, so here are some of our frequently asked questions. Can I use my exit Using cell phone number, yes, you can. And the way that you can do this is setting up your caller ID feature to show your, your regular cell phone number, and setting up automatic call forwarding. Automatic call forwarding, what you do is you forward your regular cell phone number to that internal caption number. So whenever somebody calls your regular cell phone number, your calls will automatically be captioned and go through in our caption. It's different than instructions to do that are different for each provider. Because you know, cell phone providers can't just make it easy for everybody by having the same steps. But we do have a very easy to follow.

Cristina Duarte

30:45

Survey form that if you go to our help desk, or email support, they will actually send it to you you put in who your provider is and what your phone is. And it gives you step by step with screenshots of how to set it up. Can I use my account with multiple devices? Yes, you can. If you have a, for example, an iPhone and an iPad, you can use the same account for both of those devices. If you have a personal cell phone and a work cell phone, and there's a different cell phone number associated with each one, you register for different accounts, because your innocaption account is associated with your phone number. And then on your tablet, when you log in, you can choose whether or not you want to use that work account or your personal account. Can I use a landline telephone? Yes, this is one of our oldest features. But a feature that we before didn't talk about a lot. And now especially with the pandemic, we've been telling people about it more. We have some users who have landline devices that they really like in terms of the way that it pairs with their hearing aid or their ci or maybe it's an amplify phone and I feel like they hear very well on it. Because of this, you have the ability to send just the audio. So it's still a cell phone call, you can set it up for outgoing calls only for your phone to ask you when you dial Where do you want to hear the voice. And it'll say, my cell phone, or the other numbers that you set up. If you click the other number, your landline phone, your landline phone number, your landline phone rang twice, you pick it up and the call goes through. So you're able to see the captions while you're speaking and hearing on your landline device. And again, I don't want anybody to feel be watching this and think, Oh, this seems very complicated, or I don't feel very comfortable with technology. This doesn't seem like it's for me. Everything is set up to to be easy. And we understand that people have different levels of technical expertise, our support team can help you the only reason why and these presentations we go in depth on most of these features is because we want to make sure that if there's somebody on the call who could really benefit from something that they see that we have. And and then after the call, you have the opportunity to go and look into more of the features. But I never want anybody to think oh, I couldn't use no caption because that sounds too complicated. A lot of these features are optional, and we can help you set up your phone in the way that works best for you. I'm Theresa, I'm going to look, let me double check to see how I see that you're asking how do I launch the new update? Let me check with our team to ensure that it was released to everybody and that it's not a slow release. And I'll email you right after this presentation. Because as I said being on the road for a week, I think we may be out of the loop a little bit. Yes, Jan, I can email you as well. Um, Allah, so Allah saying it came up automatically on her Android, Allah may have automatic updates enabled, something that people can try as well as going to the Play Store and seeing if there's an update available because some some people have it set that if you're not connected to a Wi Fi, it won't update automatically or some people just don't have automatic updates enabled.

Cristina Duarte

34:51

So can I make a 911 call? Yes, you can. I always start and for those of you who have been in my presentations before, I know that are a handful of you. I always say this, it is always safer to call 911 using a landline device, because there's a fixed location associated with your landlines. And because it's hardwired, so there's less likely to be connectivity issues. But with that being said, you can 100% use no caption to call 911. When you dial 911, from Anil caption, you're connected to our Emergency Relief Center, that is not your local 911 Center, they will ask you for your name, your location, and confirm your callback number. If you don't know where you are, that is the operator that you tell. And they are able to hit any key on their on their console to ping your phone to get x y coordinates. I do not recommend using that if you know where you are. And the reason for that is a limitation of not no caption technology, but cellular technology generally, is your location depends very much on how often you've used your Wi Fi and a lot of other factors. It can get 911 to around a 200 foot radius of where you are. But if you're in a building, it's not going to say what floor you're on what unit you're in. During my 911 testing, I've had the opportunity to talk to 911 centers and say, Okay, if the relief Emergency Relief Center gives you the court minutes, and it's not exact, but the user doesn't know where they are, what do you do next? And they've told me that they asked follow up questions, the last what you see, or is there a unit number where you are, do you know what floor you're on. So they'll work with you to narrow it down. But that's why I always say, if there's a landline there, that landline plugged in to that that unit will have that information associated with it. So once you connect to the ECU, the Emergency Relief Center, they'll transfer you to the local 911 Center. That is the only time you no caption ever discloses that you have a hearing loss. During that transfer, they will say I have an individual on the line I'm connecting you with they are deaf or hard of hearing, but they will be using their own voice to speak to you, they'll speak directly to you. And the reason for that is just ensuring that that operator knows the person they're speaking to, there may be a delay, because everybody knows in emergency situations with shock, it may take longer to read the captions. And and they should let emergency personnel know the person that they're approaching does have a hearing loss. This review on the right hand side of the screen is one that was put in the App Store. I know I mentioned earlier that it's it's really helpful to us and to others when people will share their experiences doing reviews in the Apple Store or the Play Store. This was this was one and this user shared that during Hurricane Delta, they didn't call 911. But it was an emergency situation. They had this tree that during the hurricane snapped and was caught falling closer and closer to their house. But they didn't have electricity. So their landline caption phone wasn't working. So they were able to find the you know caption app and call tree companies and the tree was removed without having to wait for the power to come on three days. They were able to get the tree removed before it fell on their house in a day and a half. And it's reviews like this that really make our days but the entire team. Can I use an old caption for zoom meetings? Yes, you can. You can use an old caption for any call that a hearing person would make. As a hearing person I have called into zoom meetings before because the connection from my phone is superior than the connection that I've been I was getting from the computer. As a hearing person I would call family members friends. I would not call a plumber standing in my living room across from me saying I'm having trouble understanding what you're saying call my cell phone. So that's the line where you're not able to use no capstan. If you're looking for in person captioning. I'm happy if you email me to share some apps but do it but no caption it's not legal to use for in person captioning.

Cristina Duarte

39:44

Now, with that being said that you can use zoom, zoom with no caption. I always like to tell people that doesn't necessarily mean that you should. And what I mean by that is there's a difference between a synagogue For who has contracted with ahead of time, and a stenographer who is on demand, like no caption, if it's a highly technical meeting, or your work will provide a car park caption or for you, you should 100% do that, because that court caption or that your work or meeting pays for, they will get the presentation, the technical terms ahead of time, they will likely be in the zoom meeting as well. So they can see who's speaking, they can identify speakers for you. They've had the time to update their dictionaries and their steno devices, with the speaker's names with technical terms. So the captioning that you receive from a stenographer who had advanced notice and preparation and context will be far more accessible and higher quality, then on demand captions. an on demand cart provider, don't get me wrong, they do a great job, they're very good at what they do. But they're not in the meeting, they don't have context, they don't know who's speaking, if it's highly technical, it'll take them longer, because they'll have to fingerspell out some of the technical terms that they haven't encountered before that aren't in their dictionary. So those are things that you want to think about when you're deciding whether you want to use on demand. Or if you're going to contract directly. Again, there are time frames that you know, maybe the cart captioner didn't show up, or you feel like your accessibility needs are met using no caps, and you don't need to contract ahead of time. And that's okay. My purpose and having this whole conversation is just to make sure that everybody knows what their options are and what the differences you may encounter are, so you can have the most accessible experience possible. With zoom, that was part of the reason we developed desk view, which I touched on a little in the beginning. And we Sorry, I saw a comment from tourism data. I'm going to go back to that because I actually forgot to mention something when we were talking about 911. But with desk view, you log in on the innocaption web page. And again, you still use your cell phone to make the calls with captions are going but you click see captions from your innocaption account on you know, caption COMM And it'll mirror. And the reason that we did that was we heard from the one user I remember, most specifically was somebody saying she was getting whiplash, because during her meeting, she was going back and forth from the phone to the video. And this makes it so you can put it on one screen. Now jumping back to 911 really quick to Rosita just share that she made one call once and it automatically went to a live captioner I totally forgot to mention, even though it's right here in front of my face on the screen, we automatically because ASR is newer technology, when you call 911. Even if your settings are Asr, we will route you to a live stenographer. But if at that point, you get the live monography. And you still are like, No, I want to use ASR for this call, you can, you are still able to switch back to ASR. It's just that initial contact, that due to the emergency situation we override to send it to a cart provider. But after that, you're in control of how you receive the captions. Thank you for that reminder to receipt. I appreciate it.

Cristina Duarte

43:49

We already went over this, and calling health care providers which I touched on, but because it's so important, I'm going to touch on it again. There are hopefully you guys don't know anybody like this, but you probably do. There are people in the deaf hearing community who have trouble calling their doctors offices and reaching health care providers. Because if they if the person discloses they're using captions, or this is my caption number or I'm using video relay service. The doctor's office will say, Oh, you can't because of HIPAA. That's not right. That's a lack of education on their part. Your privacy rights belong to you. And at the bottom of this and I'm happy to send this around or you can always email me and I can send you the public notice even if it's not to use our service. I'm happy to do it. You are allowed to use relay services like no caption whether you're the doctor or the patient to facilitate phone calls with healthcare professionals, when one of the parties to the call has a hearing or speech disability and it does not violate the Privacy Rule of HIPAA. Okay, with all that being said, we have a Help Center, which I've referred to a couple times, and our Help Center, we've put together a bunch of articles that may be helpful to you, if you're having issues. You can also email our support team directly at support at innocaption Comm. How that works is once you send the email, you will get an automated response, which says that we received your message, and it provides you with a few links to the Help Center based on keywords in your original email to us. That does not mean we're not getting back to you. As soon as our support team gets that message, we start looking into your account and trying to identify what it is, the reason that we send those Help Center articles is because we have about, you know, we have a good percentage of tickets that people read those and are like, Oh, this is what I need, and then they mark it as solved. And it's just a way to ensure that you're getting the assistance you need as fast as you can possibly get it. We say our support team will respond within 24 hours, it's normally much faster. Unless you have a complicated issue, or we are receiving a surge of tickets, then, you know, it could take up to 24 hours to get a response from us. But as soon as we get your ticket, our team is looking into it. We do not outsource support everybody that you speak to over email. And then again, as I mentioned, you can request a phone call or video call, chat. And we'll we'll troubleshoot with you however you would like but everybody you talked to is part of our internal support team. And here's how you can reach us marketing email goes directly to Matt. And the regulatory email goes directly to me. You can also just email Matt at innocaption calm. I don't recommend emailing Christina and it'll caption calm because my name doesn't have an H in it. My parents blessed me with a name that's not spelled the normal way. c r i s t i n a and autocorrect a lot of the time puts an H in my name, and then I don't get the email. Okay, now with that being said, I'm gonna stop sharing my screen so I can see all of your beautiful faces. Does anybody have any questions? Turns you to go ahead. I wanted to do that anymore. I love that you still have those are our old shirts. And we are actually hoping to come out with new shirts very soon.

Teresa Gonzalez

48:06

And maybe interested in them. Yes, we will absolutely. let you

Cristina Duarte

48:12

know. Really quickly before I get to do to Ella I see you commented caption voicemails just a transcript correct no speech recorded at the same time. So that's correct. So the way that it works when you call into your voicemail system with the update, it's Visual Voicemail. So instead of having to call in and listen to presage click voicemail, it connects to our server and it captions that specific voicemail and gives you a transcript of that voicemail. But we do not record the speech at the same time. No.

Teresa Gonzalez

48:51

Christina, Paula, Oscar. She said your parents must be so proud of you, as an advocate, an innovator of an enterpreneur or an enterpreneur of innocaption you have empathy and insights from the perspective of the usual consumer person with hearing loss. Other people with hearing loss have much to be grateful for, too. Thank you so much. We totally agree.

Cristina Duarte

49:19

Thank you, thank you, that really makes my day it's, it's very validating and it means a lot I I tried to make an impact, and I do love what I do. But you know, it means a lot to receive that validation from people. So thank you very much. Um, Allah. Just to clarify, you do also have speech where I didn't articulate that very well. When you click, you get the transcript, but you also are able to hear the speech of what the person is saying. So it's like accessing your regular like if you were going through your iPhone or Android, it works the same way, except you also have the captioning transcript Judas,

Judy Bell

50:03

did you have a question? So personally, I can use, I could use, you know, caption and professionally. But I tried it before and I had trouble this was like a year ago or something. So I stopped it. I had installed it, but I have technology challenges. Is there ever an opportunity to actually meet in person with someone to discuss your needs?

Cristina Duarte

50:31

Yeah, so because we're a small team, we don't have representatives in every state. But Matt and I, when we travel to do presentations, and we hope to resume that, again, whether it's a convention like Alda or HLA or a presentation, we do travel, and when we're in the area, we will meet with people, and we'll help you on your devices. Easy and Justine and Suzy through customer support, a lot of the times were when people have trouble. Especially now during the pandemic, before we didn't do zoom calls. But we've actually found zoom calls where we can mirror our phones and and see what the user is seeing have been very helpful. So until we're in your area, we have come up with new and innovative creative ways to try to help our users figure out what it is that's going on on their device.

Judy Bell

51:27

So it sounds like in person isn't really going to happen. But I said go through the Help Center. Yes. 100%. A video chat.

Cristina Duarte

51:40

Yes. And let them know, you can say I was in the presentation. And I would love to do a video chat to figure this out. And if for some reason you're still hitting a wall, I'm always happy to jump on video with you and figure it out as well.

Judy Bell

51:56

And just finally, do I get that information to no caption website? The Help Center, right?

Cristina Duarte

52:04

Yes. Or you can email support at innocaption comm directly. Okay, thank you. Okay. What other looks like kitty has her hand raised? Okay, Kitty. Katie, do you want to? Can you hear me? Can you hear me? Yes, Michael, we can hear you.

Michael Quinlan

52:43

Any difference between, you know, caption caption maize and some of the other ones that are out there now. Now I'm sure you're going to tell me that no caption is better. But if you do, convince me that it is better.

Cristina Duarte

53:03

Sure. And actually, Michael, I am not going to tell you that no caption is better. While I genuinely like, believe that I don't think that that's my place. And every accessibility needs are different. And people should try different platforms to see what works well for them. What I can tell you factually, is that the caption mate is automatic speech recognition only. So they don't use ca assisted technology. I don't know what ASR platform they use, because no caption is the only company that's publicly released, what ASR platform we use. They are also app own an app based service only. So the way the breakdown works with all of our competitors is you have all the landline providers that came through the front. And some of them so there's, there's caption call cap tell both Hamilton and sprint, there is clear captions and all of those guys use reversing technology, not the person who read voices using automatic speech recognition. With that technology, as I mentioned, there are delays associated because it waits for context. And those individuals are trained on those those devices. But you know, they're not current providers. When no caption came on the market, we do not have a landline. We are app only, as I mentioned, and we are the only company on the market that uses demographers and speech automated speed tracking condition and lets our users choose what best meets them. Clear captions recently came out with an automatic speech recognition platform but the company determines when it's best to use it. So they use it in overflow conditions or as they dictate. It meets users needs. Um, we don't do that. We let the user choose. And then the other companies that came after us, machine genius and caption mate, they are only ASR based, they don't have the ability to switch to a live person. So those are the differences between the technologies. Dude, if I see your comment, thank you so much. I hope everything's okay with your family. Thank you for for joining us and hanging in there. I will send you an email after this, because I know that you were wondering about something. So thank you. But Michael, those those are the differences between all the technologies on the market. And again, I genuinely because of what I hear from users, and the ability to switch when something isn't working. You know, I am a big advocate for our technology, which is why worked for the company. But again, I don't think that I think everybody's needs are different, and people should try different technologies to see what really meets their needs best.

Michael Quinlan

56:18

Okay, um, I'd like to add something else that I don't know was in your bag, but I have done spandex. Or when I got hurt, it didn't have

Michael Quinlan

56:35

that they've not worked out Bluetooth capability. But I seem to find that I want to take my calls, and use IVR as much as possible and just have the captions as backup if I'm not able to hear what has been said. So I'm using automatic speech recognition. But at the beginning of the call, it seems that it's really slow. And is that because of the blue tones? Trying to connect the call? I don't really think it's related to cats and a dog. So no caption, is that correct?

Cristina Duarte

57:19

Um, I'm not sure if it's the Bluetooth, I would actually guess that maybe if you're connected to Wi Fi, it could be a connectivity issue in the beginning with your Wi Fi warming up. I'm not saying it's impossible, that is the Bluetooth but generally speaking, lags and connectivity, things like that tend to be associated with Wi Fi or up connection. And sometimes you can clear it up by resetting your router, even and a lot of people say oh, it's definitely not my Wi Fi my Wi Fi works. And then when we're troubleshooting and doing test calls, and they experience it, and they turn their Wi Fi off during the call all of a sudden it's resolved. So it's something to give a try. But without troubleshooting, I can't say definitively what it is.

Michael Quinlan

58:05

Yeah, it just seems that the caption service works well after I set it up. And that's fine. But there is a time that at the beginning of the call is difficult for me.

Cristina Duarte

58:23

I would I would suggest changing, resetting your Wi Fi unplugging and plugging it back in and see if that helps resolve the issue and if not, you know we're happy to troubleshoot farther. Yeah, okay. Thank you, of course. Are Allah IC? o lelo. ap comment, please. Is this an old app? Sorry, Allah. I referred to them as machine genius because that's their corporate name. But it is not an old app. It is one of the apps that uses automatic speech recognition only. Anybody else have any other questions?

Kitty Berger

59:10

Yes, Christine. I need to know about the cat innocaption number showing up when he wants to see me. Um, Mike? Yes. I tried to talk here. I just I just muted him. He didn't realize that he was he was unmuted. Go ahead Getty. So you said the the innocaption numbers, but I think my question was how haddaway explain. The cat the no caption phone number showing on my calls. Either way, or if it does not show up, the person won't answer it because they won't. They think it's a scam call or a telemarketer. Like Katie,

Cristina Duarte

01:00:13

I would recommend, so you don't have to explain the innocaption number, setting your caller ID to show your regular cell phone number. And you can do that very easily. I can send you an email after this by going to one, okay. Okay, I'll send you an email right after this with a step by step. Thank you. You did a great job today. Thank you, Kitty jam. And go ahead. You have a question? Yeah, I was trying to type it. But it didn't sound right to me. It was confusing to me. So and I By the way, I just noticed my name was you. Who knows?

Judy Bell

01:00:57

I went like when you were saying about the update. Because I have the little old little split faces. Bobby, what's on your shirt, Theresa app. And when I went for the update, it basically uploaded it again, which is probably the newer version. So I'm assuming I need to delete the old one. And I haven't finished the registration because I was trying I was paying attention to what your presentation. But like delete that account out and just basically open up. Do it again.

Cristina Duarte

01:01:27

Yeah, Jan, and actually after this, let me go into our server and make see if you still have your old account. Because when you switch over apps, like when you you may have to re register. But you always want to make sure you only have one no cap on your with that outdated one it can actually conflict with one another. So I unless there are transcripts that you need on that. Okay.

Judy Bell

01:01:58

I can get rid of it. So just delete the old one. Yep. Just delete it. Yes. Okay. Thank you, of course. Any other questions? Okay, well,

Cristina Duarte

01:02:17

if you guys don't mind, I would love to take a screenshot photo with you guys. Anybody who's willing to be on camera, if you could turn your camera on? And if you're not, if you don't want to be on camera, you can keep it off. Um, let me see. I think it's all green. The window print screen mats whispering behind me. It's the window print screen. See, that's why that's why I need him. I don't know how to do this stuff. Okay, so if everybody could smile in 321. Okay. Perfect. Awesome. Well, does anybody else have any questions before before I hop off? Yeah,

Judy Bell

01:03:09

can go? No, it's not a question. But thank you so much for being patient. I know the Houston chapter. We were having major tech, technical issues. For example, I have no clue how I became you. Because I was Chad Connelly underneath it. But now I mean, I literally was noticing that just a few moments ago. And it was named Jen Connelly. Oh, does it? Okay, for me, it says you've then got it. Normally, it still says my name. When any other time I've had a meeting. My name is showing. So that's good. And, Teresa, thank you for letting Houston join your meeting. Because we were like out there in the boat going drowning because nothing was working today. Thanks, Christina. Thank you for just saying hey, jump into this one. And so really do appreciate it.

Cristina Duarte

01:03:54

No record. Thank you guys, because I have never been in this position before having two meetings at the same time. And you guys were just also wonderful and understanding and a very dehydrated son poison Matt also. And he apologizes. Thank you so much for your understanding. And this was totally Wonderful.

Judy Bell

01:04:19

Well, we hope he feels better. I was actually talking with the nationalists or something else. And I know Indianapolis, we merged because they were really happy to know we were inviting Austin in Sun City and everyone in I will let them know because I have to call them back on Monday for something else that we ended up having a merged meeting, which was awesome. Hopefully we get to meet

Teresa Gonzalez

01:04:44

less well, maybe a better way. By the way, Christina will be there next year. Oh, absolutely. We would. Unless Matt again, I can't but I don't Thank you, he's gonna make this mistake twice. Okay. Looks like I've got a question.

HLAAIndySecretary Hurrell

01:05:06

Yeah, I generally send everybody the transcript and the voice part of the meeting to our members, but I don't have an email list for the Houston members. So Jan, if you could email me, the the people in your in your membership that attended this meeting, I can email you the transcript or maybe I'll just send it to you and you can distribute it but I need somebody email, Jen.

Judy Bell

01:05:37

Sure. I'll put mine in here right now. And then I'll get it to like and my goals will Michael usually disperses and he has Okay, tracker. Perfect. Yes, I will put mine in here for you right now.

HLAAIndySecretary Hurrell

01:05:47

Okay, thank you.

Teresa Gonzalez

01:05:50

Just a quick comment here, it looks like Bruce was commenting to Michael. He can look in the chat box, there's an answer there for you. Yeah, Bruce represents an Advanced Bionics. So it's really a great mentor in that area. Um, thank you so much, Jan for and your group for joining us. We are thrilled that you you were able to join us. I love it when when chapters get together, different chapters get together, it's really cool, because we get a chance to meet other members. So that's that's really neat. So thank you very much, Christina. Does anyone have any more questions for Christina, before she leaves? Any questions or comments?

Laurie Hardin

01:06:51

I have a comment. I tried to load no caption here maybe a month ago. And I have an Android Samsung S 10 e. and it kept, you know, like blowing up on me whatever. And I tried it now today. And I don't know if it was because of the new app. But now I'm, I'm able to use it and working with I'm not going to do it while we're on this presentation. But at least it's loaded and appears to be working. So maybe it was your new update that helped. But I've had other issues with this phone. So I would not recommend anyone buy it. So thank you. Well,

Cristina Duarte

01:07:31

I'm happy that it's working for you now. And just so everybody knows, we sometimes we have users who say oh, well, this update didn't work for me. So I don't want to update it again. And please don't don't that because every time we update the app, even if it's a minor update, it's correcting a bug or something to make the app better. So a lot of the time it when somebody is having an issue, our support team immediately looks to see if they have the most updated version. Because if they do we know that all the patches are on the phone. And now we can start troubleshooting. So Laurie, it's very possible that maybe there was a bug or something that was addressed in this latest app update. I'm so happy to hear that it's working for you now. And if you have trouble getting started, again, just email our support and we'll help get you through it.

Kitty Berger

01:08:19

Okay, thank you. Of course. Kitty. No, I think remind us about face saying it's had to do with the staff.

Cristina Duarte

01:08:39

Yeah. And Katie, even though you didn't ask me for now. No. and Carrie, you know why even though you didn't ask about FaceTime, I'm just going to say really quickly, because a lot of people wonder about that, why they can't use captions on FaceTime. And it's because unfortunately, you know, Apple has that shut off. And it's it's an Apple product. That's and we just, there's no way for us to get the captions in there. It's not technologically feasible right now. We are always open to working with Apple and always tried to get in touch with them. So hopefully one day it will be a possibility. But right now, it's just not technologically feasible.

Kitty Berger

01:09:22

I'm okay, if I can see the person. We can talk one on one. I can see their lips. And I'm in heaven.

Cristina Duarte

01:09:32

That's like me with my parents. We always the whole family has FaceTime. And at one point, Matt got an Android phone and he was out of the family loop for about a year until he changed back to iPhone.

Teresa Gonzalez

01:09:47

Christina, you mentioned earlier about the Android roll over to the Android because you've got the iPhones done now. Were you talking about the update earlier on Android Okay, cuz that's what I have. I have an Android.

Cristina Duarte

01:10:03

Yeah. And I'm going to check in with the team three. So I'll email you after this. I know Allah says she can see the new one. And I'm trying to figure out, maybe I missed some messages. We were on the road. I'll see if if that has been released, if it has how you can go about eating if it didn't do it automatically.

Teresa Gonzalez

01:10:20

Okay, cool. Well, I appreciate that. Okay, any other questions or comments? Looks like it's 1220. No? Well, we want to thank you very, very much, Christina. Yes. And I will chapter will be thanking you and this is our normal routine, what we do is we send our presenters a certificate of appreciation after this is over. So we really do appreciate your time, and your wonderful presentation. So we hope to see you again soon. We are back in person starting in October. So maybe next year, if you come to Indiana, I know you have a family member in Indiana. You know, if you're back in Indiana, let us know. And you know, maybe somehow we can we can see you in person again, you and Matt. Well, that would be wonderful.

Cristina Duarte

01:11:25

Absolutely. We would love that. Again, thank you so much for your patience this morning and for having me. You guys have been a really great group. So thank you again.

Teresa Gonzalez

01:11:34

Thank you. You have a great rest of your afternoon today. I want to thank you all so much for joining us. Does anyone have any comments or questions for us or any of anyone? Anything?

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