CaptionCall Review: A Deep Dive into the "Red Carpet" Captioning Service

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What is CaptionCall and How Does it Work?

If you or a loved one struggles to hear and understand phone calls, getting a “no-cost” captioned phone can significantly improve their communication ability, safety, and quality of life. CaptionCall works like a regular phone call, but the other person’s words appear as text on the phone’s screen in near-real-time. There are also controls to increase the volume and “tune” the phone by adjusting its frequencies (pitch) to match your unique hearing loss. Similarly, CaptionCall’s mobile captioning app works just like a regular mobile call on speakerphone, but with real-time captions appearing on the smartphone’s screen.

Sorenson, CaptionCall’s parent company, offers the no-cost service as part of the federally funded Internet Protocol Captioned Telephone Service (IP CTS) program administered by the Federal Communications Commission (FCC). IP CTS is part of the nation’s Telecommunications Relay Service (TRS) system, created under the Americans with Disabilities Act to make phone communication more accessible for people with disabilities. Note that although the CaptionCall handset and service may be at “no cost,” you may still need to pay for your own existing internet, smartphone, or landline telephone service.

The captioning technology combines a “human-in-the-loop” model with artificial intelligence (AI) to convert speech to text. Audio from the caller is processed via Automated Speech Recognition (ASR) or transmitted to a human Captioning Agent (CA), resulting in text being displayed on your smartphone or the handset’s large touchscreen.

In this review, we’ll be focusing on CaptionCall’s two most popular options—the CaptionCall 88T handset and the CaptionCall app for mobile phones. HearingTracker provides an overview of different types of telephones for seniors with hearing loss and more detailed information about captioned phones in our comprehensive captioned phone guide, including a list of major providers.

Frequently Asked Questions

For eligible users, the captioning service and even the captioned phone itself may be provided at no direct monthly charge through the federally supported Telecommunications Relay Service (TRS) system. But “no cost” does not always mean no other costs at all: depending on the device and provider, you may still need (and pay for) your own internet service, smartphone and/or mobile plan, or telephone service to make the system work.

Captioned phone providers prefer the phrase “no cost” over “free” for this reason and also because the service is publicly supported through the TRS Fund, which is financed by required contributions from telecommunications and VoIP providers.

There is no lower or upper limit (i.e., no decibel threshold), as certain types of hearing loss can degrade speech understanding more than others. In other words, eligibility is based not simply on having hearing loss, but on having a hearing loss that makes captions necessary to use the phone effectively.

No. You do not need to wear hearing aids or have a cochlear implant to qualify for a captioned phone. What matters is whether you have a hearing loss that makes captions necessary for you to use the telephone effectively. Eligibility is based on functional need, not on whether you already use another hearing device.

Yes, but they'll have to use it with the captions turned off. Only registered, eligible users may use an IP CTS phone with captions enabled; other household members may use the device only as a regular telephone with captions turned off.

Yes, CaptionCall phones, available in the United States and Puerto Rico, allow users to switch between English and Spanish for real-time captions on both their dedicated phones and the mobile app.

Using the CaptionCall Phone

For day-to-day use, the CaptionCall phone is fairly straightforward. You can pick up the handset or press speakerphone, then either let captions start automatically (an option in the Default menu) or press the onscreen button labeled "Touch here to turn on captions" to turn them on manually. English is the default language, but you can also select Español in the Call Default menu.

From there, you can dial using the keypad, the Recent Calls list, or the Phonebook. When someone calls you, the process is much the same: answer with the handset or speakerphone, turn captions on if needed, and read along as the conversation appears on screen. After the call, you can save the captions to review the conversation later.

The CaptionCall phone also acts as an amplified phone. On the CaptionCall handset, the Volume dial lets you quickly turn the call up or down while listening through either the handset or the speakerphone, and it also controls the ringer. Volume Boost, found in the menu, is more of a “higher amplification” setting you can turn on if you need stronger overall loudness for calls beyond what the dial normally provides.

The handset also provides three ways for handling call messages: through the built-in CaptionCall answering machine, provider voicemail, or a standalone answering machine. It also provides the ability to set the number of rings before answering, call screening, and greetings for the built-in answering machine—a nice, practical feature for users and their family members.

A comprehensive online user guide is worth a look, as it showcases the phone's capabilities. Some special items that should help less tech-comfortable users: a home screen built around recent calls, a help button, redialing by tapping a recent number, easy contact saving, mute, and on-call adjustments for text size or brightness. Additionally, the volume can be adjusted with the large front knob, and Volume Boost can be enabled in the Settings menu for users who want more amplification.

The app also solves a common problem: not having to create a second number. Users can caption incoming calls to their existing mobile number by forwarding those calls through the app. Support documentation walks users through enabling call forwarding and setting up “My Caller ID” so outgoing calls can still show the user’s usual number. The app also supports Bluetooth devices and Bluetooth hearing aids, which is a big plus for people who already rely on mobile audio streaming.

For many people, the best setup may be both: a large-screen home handset phone for longer or more important calls, and the mobile app for calls on the go. That combination also gives users a backup if they spend part of the day away from their main home phone. One note: unlike the handset model, the CaptionCall mobile app does not offer any additional boost to your smartphone's volume.

If you already have a mobile phone, we think having a backup option to the handset phone is a good idea, anyway. Most handset-captioned phones (from any provider) use a power source and often rely on an internet connection. If there's a power outage, you might be without captioned phone service unless you have a mobile captioning app (also see “911 Emergency Dialing" below).

CaptionCall for the Workplace

CaptionCall is not just a home-and-mobile app solution. CaptionCall can be requested for work settings, and the company's representatives can arrange to visit your employer and help set up the system based on the workplace's connectivity options (internet, Ethernet, etc.). For desk-based users, that may mean a CaptionCall phone in the office; for people who do more of their calling on a smartphone, the mobile app is likely a more practical fit.

911 Emergency Dialing

CaptionCall can be used to call 911, but there are a few things you should know. With the handset model, you can call 911 using your telephone service just as you would with your home phone, though captioning may take a moment to start. However, if power and/or the internet are down, the CaptionCall phone may not be fully functional.

For the mobile app, 911 calls are routed to the local dispatch center based on the app’s registered E911 location, and the app sends your name, callback number, and registered location while the call is connecting.

A practical rule of thumb is to keep your E911 address up to date and, when possible, use your regular landline or native mobile phone service for the fastest direct connection in an emergency. If your location information cannot be verified automatically, you may need to provide it verbally.

Captioned phone FAQs

CaptionCall by Sorenson is an Internet Protocol Captioned Telephone Service (IP CTS) designed for individuals with hearing loss who can speak but have difficulty hearing on the phone. It allows users to simultaneously listen to the person on the line and read near-real-time captions of the conversation on a large, built-in screen, ensuring they never miss a word.

Yes. CaptionCall was established in 2010 and is a brand owned and operated by Sorenson Communications, based in Salt Lake City. CaptionCall is one of the largest caption telephone companies and an FCC-certified provider of telecommunications relay services (TRS). The service is part of a mandate under the Americans with Disabilities Act (ADA) to ensure that people with hearing loss have access to "functionally equivalent" telephone services.

Because IP CTS captions are generated by the provider (via ASR and/or a captioning agent), your call audio is routed through their system—but FCC rules require strict confidentiality and generally prohibit providers from retaining call content (audio/captions/transcripts) after the call ends, while also requiring protection of your registration/customer information.

Captioning Agents are bound by strict confidentiality rules and are prohibited by law from disclosing any call content. Furthermore, calls are never recorded, ensuring total privacy for every conversation.

Yes. The CaptionCall Mobile app is available for iPad, iPhone, and Android, allowing you to take the captioning service with you wherever you go.

No. CaptionCall is a complementary tool. While hearing aids amplify sound, the captioning service provides the visual confirmation needed to ensure 100% comprehension, working alongside your existing hearing technology.

No, Medicare does not pay for captioned phones. Instead, the cost of the equipment and each minute of captions generated is paid for by a federal fund administered by the FCC. This ensures that the service is available at no cost to all Americans who meet the eligibility criteria, regardless of insurance status.

To receive a CaptionCall phone and service, an individual must meet a specific two-part eligibility test required by the FCC:

Hearing Loss: The individual must have a hearing loss.
Necessity: The hearing loss must necessitate the use of captions to communicate over the telephone in a functionally equivalent manner.

Qualified individuals must then register and provide self-certification of their need for the service.

CaptionCall Review: Captioned Phone with Big-Screen Simplicity and In-Home Setup

What is CaptionCall and How Does it Work?

Who Qualifies for Receiving a “No-Cost” Captioned Phone?

Frequently Asked Questions

How CaptionCall Works with Your Existing Phone Service

CaptionCall’s Red Carpet Setup

The CaptionCall Handset Phone

Using the CaptionCall Phone

CaptionCall Mobile app

CaptionCall for the Workplace

911 Emergency Dialing

What we love about CaptionCall

Limitations

What Do Users Seem to Think?

The Registration Process and How to Receive a CaptionCall Phone

Bottom Line

Captioned phone FAQs

Karl Strom

Abram Bailey, AuD

CaptionCall Review: Captioned Phone with Big-Screen Simplicity and In-Home Setup

What is CaptionCall and How Does it Work?

Who Qualifies for Receiving a “No-Cost” Captioned Phone?

Frequently Asked Questions

Are captioned phones really free?

How severe must my hearing loss be to get a captioned phone?

Do I need to own hearing aids or a cochlear implant before getting a captioned phone?

If I get a captioned phone, can others in my home use it?

Does CaptionCall offer support in Spanish?

How CaptionCall Works with Your Existing Phone Service

CaptionCall’s Red Carpet Setup

The CaptionCall Handset Phone

Using the CaptionCall Phone

CaptionCall Mobile app

CaptionCall for the Workplace

911 Emergency Dialing

What we love about CaptionCall

Limitations

What Do Users Seem to Think?

The Registration Process and How to Receive a CaptionCall Phone

Bottom Line

Captioned phone FAQs

What is a CaptionCall?

Is CaptionCall a legitimate company?

Are captioned phones really free?

Is my privacy protected during calls?

Can I use CaptionCall on my cell phone?

Does this replace my hearing aids?

Does Medicare pay for captioned phones?

How do I get a caption phone at no cost?

Karl Strom

Abram Bailey, AuD