Heartland Dental

Heartland Dental deployed RingCentral's AI-assisted phone systems to handle patient calls. The calls were recorded without proper disclosure in states requiring two-party consent, and those recordings were used to train AI models for other dental practices — creating a "double violation" of patient privacy expectations and HIPAA.

The deployment resulted in a federal wiretapping class action lawsuit with potential damages reaching $95 million. Patients alleged violations of both HIPAA privacy rights and state wiretapping laws due to undisclosed recording and cross-practice AI training.

• Always disclose AI call recording regardless of state one-party consent laws, as patients have reasonable privacy expectations with healthcare providers.
• AI vendors must sign Business Associate Agreements explicitly covering data use for AI training and must not use patient conversations to train systems for other clients.
• Multi-location DSOs operating across states should implement the most stringent consent standard across all locations.