Frequently asked
Is Apexmentum an EMR?
No. On purpose. We don’t store patient charts, run your schedule, or process insurance claims. Apexmentum sits alongside whatever EMR you already use (PracticeBetter, Jane, ChiroTouch, Athena, EPIC, and others) and adds the coaching + content layer on top. Your patient records stay in your EMR.
What does "coaching" actually mean here?
Every clinical conversation you record gets scored across a set of dimensions — clarity, empathy, price framing, follow-through, etc. Providers see their own 30/60/90-day trends. Managers see team roll-ups. Everyone gets specific, evidence-backed feedback instead of vibes.
Do I have to bring my own API keys?
No. Every plan includes Claude (transcription + scoring), ElevenLabs (voice), HeyGen (avatars), and Google Gemini (video). Monthly AI credits are included per plan tier.
Are there contracts?
No. All plans are month-to-month. Cancel anytime from your billing page.
What happens if I run out of AI credits?
You’ll get a warning at 80% of your monthly credits. When you run out, AI generation (scoring, deliverables, videos) pauses until the next billing cycle or until you upgrade. Recording, transcription, and Coaching Studio history keep working normally.
Do you sign a BAA?
Yes. A standard BAA is available on the Solo plan on request, included on Team, and customizable on Practice + Custom. We’re a Business Associate (not a covered entity), which means our compliance surface is narrower than an EMR — faster to review, easier for your legal team to sign off on.
Where does the audio go? Who can hear it?
Recordings are encrypted in transit (TLS 1.3) and at rest on Google Cloud HIPAA-eligible infrastructure. Only authorized users in your org can access them. Full audit log shows who listened to what, when. We only send transcripts (not raw audio) to AI subprocessors that have signed a BAA.
Can I upgrade or downgrade later?
Yes. You can change plans anytime from the in-app billing page. Prorated charges are handled automatically by Stripe.