AP&T is committed to protecting any personal information that you may provide to us.
As a result of your relationship with us, AP&T obtains information about our customers, including information you give us, information collected, and information we gather about you from other sources. Examples include your name, address, telephone numbers, e-mail address, billing, payment and account information, records of services provided and usage, credit and transaction information (including credit card numbers and/or social security numbers), account password and demographic information. For training or quality assurance purposes, we may also monitor or record our calls with you.
We use your personal information in many ways to help us provide the services you request, here are some examples:
- Properly identify you when you contact us;
- Bill and collect for the services we provide you;
- Ensure your creditworthiness for new or continued services;
- Enforce our terms and conditions of service;
- Provide you the products or services you request;
- Protect you and our employees and property against fraud, theft or abuse;
- Protect our rights or property;
- Respond to your requests;
- Provide information to law enforcement or emergency service providers, as required by law;
- Provide you with the products or services you request;
- Communicate with you about your account and our services and products.
Privacy for Internet Service Subscribers
AP&T collects information from our Internet subscribers or users as necessary for the purpose of providing and enhancing the Internet access service we provide. The information we collect will not be sold or distributed to any third party with the exception of law enforcement or emergency service providers, as required by law.
Privacy for Customer Proprietary Network Information
In accordance with Federal Communications Commission (FCC) rules, AP&T will not use customer Customer Proprietary Network Information (CPNI) data for marketing purposes and no AP&T employee/owner is authorized to sell or distribute CPNI data. AP&T employees will not release CPNI detail information during customer-initiated telephone contact without first establishing the identity of the caller by use of one of the approved FCC methods listed under the procedures below. Violation of these rules will bring strict disciplinary action as set forth in the AP&T Employee Handbook.
All AP&T Employees will establish caller identity prior to the release of CPNI data during customer-initiated telephone contact. Per FCC guidelines, in the absence of a pre-established password, the following procedures may be used to verify the caller’s identity or release requested CPNI data:
- The customer requested CPNI data may be mailed to the address of record.
- The AP&T employee may call the customer back at the telephone number on record and disclose the call detail information.
- The customer may come into the AP&T office with a valid photo ID and discuss or pick up the requested information.
CPNI information may be disclosed as required by law enforcement.
What is CPNI?
CPNI is information that relates to the quantity, technical configuration, type, destination location and amount of use a telecommunications service subscribed to by any customer of a telecommunications carrier and that is made available to the carrier by the customer solely by virtue of the carrier-customer relationship.
Here are a few examples: Information contained in the bills pertaining to telephone exchange service or telephone toll service. Information such as the phone numbers called by a customer, the frequency, duration and timing of such calls and the telephone services purchased by the consumer.
Why is having a CPNI policy a big deal?
The FCC has ordered Telco’s to put in place policies to better protect our customers against pretexters. ( people pretending they are the customer to get unauthorized billing or personal information). The company policy is to insure that AP&T is compliant with the FCC regulation.
What are the elements of CPNI?
•Phone numbers called by a customer (inbound and outbound calls including the number, time, duration and location.
•Telephone services purchased by the customer including features such as call waiting.
•Call detail (call records).
•Information pertaining to transmission of specific telephone calls.
What is not considered CPNI?
Public information pertaining to listings set up between the telephone company and customers for the purpose of compiling a phone directory.
What if as a customer, I call in to pay my bill?
If a customer has the information on their bill, there is no problem. They are then giving US the information. If they ask for the amount, or any information on the bill, we must say, “I cannot give that to you on the phone, but I can mail it to you at the address on file, or I can call you back at the number on record with your information.”
We can ask our customer how much they want to pay, or if they want to pay the whole amount & we’ll be glad to send you a receipt.
The difference is, YOU, the customer, give US the information, and we aren’t giving the information over the phone to a potentially unauthorized person.
What if the account is a business?
We may give information to the designated person(s) set up by the business, with AP&T, to access and inquire on behalf of the business.
What if law enforcement makes a request for CPNI data?
CPNI information may be disclosed as required by law enforcement. Please note, we are required to keep records that track access to CPNI. AP&T will maintain signed documentation on who requested the information, and what was given to the authorities.
What if I want you to give a third party information about my bill?
We must receive that request in writing, with a valid signature. The request must be very specific as to the details of the information to be released. A note will be placed on the customer’s account and the paperwork (service order) placed on file.
What is the “phone number on record”?
This is the phone number the telephone company installs for the customer’s use, or contact numbers the customer has specifically put on record,(on the Service Order), for the purpose of contacting them.
What if a spouse calls to get information on the account and they are NOT on record as being on the account?
What if my Caller ID information shows up on your phone when I call you?
Can AP&T give out my information to the person calling?
Caller ID is not considered a foolproof means of verifying we are speaking to the customer of record on the account. The AP&T employee may call the customer back at the telephone number associated with the account on record.
What if it is my cousin or friend that calls for account information?
This in and of itself is an unacceptable request and not in keeping with the FCC rules, and AP&T has in place a policy to follow them.
Can I, the customer set up a password to access account information?
Yes. Customers may contact the local office to set up a non-biographical password. Biographical information includes, but is not limited to social security numbers, date of birth, mother’s maiden name and street addresses.