COVU Vero Phone Module Schedule

Document ID: `covu.veroskills.vero-phone.schedule.v1.0` Version: 1.0 Release date: July 30, 2026 Provider: COVU Inc. VeroSkill: Vero Phone (`vero.voice_ai.v1`)

This Vero Phone Module Schedule (this “Schedule”) supplements the COVU OS Lite Terms of Service, Additional Module Order, Data Processing Addendum, Security Exhibit, Privacy Notice and Subprocessor List accepted for the Agency. It also functions as the Agency's Feature-Specific Consent and Voice and Calling Terms for Vero Phone.

This Schedule becomes effective for an Agency only when a current Agency owner or administrator accepts it with an immutable Activation Summary. The Activation Summary identifies the Agency, workflow and configuration being activated and is incorporated into this Schedule.

1. Activation Summary

The Activation Summary must display and preserve:

• the Agency legal name and Agency ID;
• this Schedule's document ID, version and SHA-256;
• the Vero Phone workflow ID and version;
• the selected Agency telephone numbers;
• whether inbound, outbound or both directions are enabled;
• the permitted call purposes and recipient population;
• whether marketing or solicitation is enabled;
• the artificial or AI voice provider, voice type and purpose;
• whether recording and transcription are enabled and their scope;
• each material telephony, transcription and AI provider and its purpose;
• the human-transfer rule, escalation destinations and operating hours;
• the actions Vero may complete and actions reserved to an Agency human;
• the audio, transcript, summary and audit-log retention configuration;
• the rate-card version, billable unit, rate, allowance, billing cadence and any optional spending limit;
• the payment authorization or approved invoicing reference;
• the effective date, cancellation terms and revocation method; and
• a canonical configuration digest.

An omitted, unreadable, internally inconsistent or stale Activation Summary does not activate Vero Phone.

2. What Vero Phone may do

Within the accepted Activation Summary, Vero Phone may answer or place permitted calls, identify itself as an automated assistant acting for the Agency, collect or communicate approved information, create a transcript or summary where enabled, and transfer or escalate to an Agency human.

Unless a later accepted Activation Summary expressly and lawfully adds the capability, Vero Phone will not:

• conduct marketing, solicitation, cross-sell or upsell calls;
• use an artificial or prerecorded voice where required consent has not been verified;
• call an opted-out, suppressed or legally restricted number;
• make a coverage, underwriting, claims, fraud, cancellation, nonrenewal, legal or eligibility decision;
• quote, bind, issue, alter or cancel insurance;
• accept a payment or obtain sensitive authentication credentials;
• impersonate a human or conceal that it is automated;
• create a carrier or agency-management-system record;
• route a task to the Service Network; or
• operate as an emergency service.

3. Agency authorization and responsibilities

The Agency represents and agrees that:

1. it is authorized to use each number, caller identity and account in the Activation Summary;
2. it has a lawful basis and any required consent for each selected call type and recipient;
3. it will provide accurate calling-purpose, recipient, consent, suppression and time-zone information;
4. it will not instruct Vero Phone to make an unlawful, deceptive, discriminatory, abusive, emergency or prohibited call;
5. it will maintain required customer notices and consent records;
6. it will designate qualified human escalation contacts;
7. it will review and decide every insurance matter reserved to the Agency; and
8. it will promptly notify COVU when a number, caller authorization, consent, employee authority or permitted purpose changes.

The Agency's representations do not authorize COVU to disregard applicable law, provider requirements or a called party's revocation.

4. Identity and caller disclosure

Vero Phone must identify the Agency and disclose that Vero is an automated assistant where required or material to the interaction.

For inbound calls, the approved script must communicate, in substance, that the caller has reached the Agency, Vero is an automated assistant, and a human-transfer option is available.

For outbound calls, the approved script must communicate, in substance, that Vero is an automated assistant calling on behalf of the Agency and must identify the approved purpose.

If recording or transcription is enabled, a counsel-approved notice must be delivered before capture begins. The system must follow the approved jurisdictional response, including when affirmative verbal consent, a recorded announcement, call termination or state-specific branching is required.

5. Artificial voice, consent and suppression

AI-generated or synthetic voice is treated as an artificial or prerecorded voice where applicable. The Agency and COVU will not rely on a general customer relationship as a substitute for consent where prior express or prior express written consent is required.

Marketing or solicitation remains disabled unless the accepted Activation Summary and supporting evidence identify:

• the seller and caller;
• the exact consent language and recipient evidence;
• called-number ownership;
• do-not-call and suppression treatment;
• calling hours and state rules;
• required caller identification;
• opt-out mechanism;
• approved scripts and recordings; and
• record-retention requirements.

A valid revocation or do-not-call request stops later calls to the extent required by law. Consent and suppression evidence must be available before an outbound call is initiated.

6. Recording, transcription and data

Recording consent and later processor disclosure are separate requirements. COVU will process audio, transcripts and related data under the DPA, Security Exhibit, Privacy Notice, Subprocessor List, accepted Activation Summary and displayed retention schedule.

COVU will identify each material telephony, transcription and AI provider receiving content and its purpose before activation. COVU does not authorize those providers to use identifiable Agency Customer Data to train generally available models.

Vero Phone will not create a voiceprint, perform speaker identification or generate an identifying voice template unless a separately accepted biometric review and consent flow authorizes that processing.

Protected health information subject to HIPAA may not be submitted unless COVU has separately approved the use, entered into the required business-associate agreement and verified the applicable controls.

7. Human review and insurance boundaries

Vero Phone is an automated service aid. It may misunderstand a caller or provide incomplete information. The Agency remains responsible for insurance decisions and supervision.

The call must transfer, pause or create a human follow-up when:

• the caller disputes or corrects a material fact;
• the requested action is outside the accepted allowlist;
• coverage, claims, underwriting, cancellation, nonrenewal, fraud, legal rights or a complaint is implicated;
• identity or authority cannot be verified;
• the caller requests a human;
• the call involves an emergency or threatened harm; or
• confidence or provider availability falls below the approved threshold.

8. Pricing and payment

Pricing, usage calculation, optional spending limit, billing cadence, disputes, credits, failed payments and suspension follow the accepted Additional Module Order and Activation Summary.

No separate contract acceptance is required for each ordinary authorized call within the accepted scope and rate. A materially different billable unit, rate increase, optional spending-limit increase or paid scope requires fresh acceptance.

9. Revocation and suspension

The Agency may turn off Vero Phone through VeroSkills or the revocation method shown in the Activation Summary. Revocation:

• stops new outbound calls and new automated inbound handling;
• routes or disables the selected numbers as described in the Activation Summary;
• fences queued and in-flight automated actions;
• preserves required consent, suppression, billing, security and legal records;
• begins deletion or return under the displayed retention schedule and DPA; and
• leaves unrelated OS Lite access and separately accepted modules active.

COVU may narrowly suspend Vero Phone for legal, caller-harm, consent, security, provider, number-registration, suppression or undisputed-payment risk.

10. Changes

Fresh acceptance is required before a materially different call direction, purpose, recipient population, artificial voice, recording practice, content processor, retention period, autonomous action, marketing use, rate or accepted spending limit becomes effective.

Technical bug fixes and nonmaterial clarifications do not require fresh acceptance when they do not materially change the accepted purpose, risk, data use, authority or price.

11. Electronic acceptance

The final review screen must require an unselected checkbox displaying:

> I represent that I am a current owner or administrator authorized to bind the Agency identified in the Activation Summary. On the Agency's behalf, I accept the displayed Vero Phone Additional Module Order, this Schedule and the Activation Summary. I authorize only the displayed numbers, call purposes, action level, recording and transcription treatment, providers, price and billing terms. I confirm that the Agency will provide and maintain the required calling and recording permissions.

The activation button must read:

> Accept and turn on Vero Phone

COVU will preserve the Activation Summary, canonical configuration digest, every accepted document version and SHA-256, displayed acceptance language, checkbox state, accepter identity and role, authority attestation, timestamp, payment or invoicing reference, supersession and revocation in the agreement ledger and provide a downloadable receipt.

Activation alone does not place a call, satisfy recipient consent or authorize marketing.