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mpathic Platform Subscription Service Specifications

mpathic is a conversation intelligence platform designed to enhance outcomes in life sciences and healthcare. mpathic products utilize natural language processing (NLP) technologies developed by gold-standard clinicians to ensure accuracy. The software functions like a medical monitor or expert evaluator, assessing how clinicians speak as well as what they say to adhere to protocol standards. mpathic processes recordings or videos to provide quality oversight and adherence to protocol standards in clinical conversations.

The Subscription Service is intended to support quality oversight, training, and evaluation and does not provide medical advice, diagnosis, treatment recommendations, or clinical decision support. The Customer remains solely responsible for all clinical decisions, professional judgment, and compliance with applicable laws and standards of care.

mpathic reserves the right to modify, enhance, or update the Subscription Service, including its look and feel, features, and workflows, from time to time, provided that such changes do not materially reduce the core functionality described in this specification. Any capitalized terms not defined in this document have the meaning assigned to such terms, also located in the Terms of Use.

1.1 The mpathic platform consists of:

  • mpathic Portal and mpathic Studio:
    • Provides dashboards for individuals, supervisors, and organizations
    • Supervisors can monitor team performance; individuals can access their own data.
    • Organizational dashboards provide aggregate oversight, viewable as “blinded” or “unblinded” for clinical trial monitoring.
  • mpathic Workflow: the orchestration of data ingestion and processing activities, including sub-processors and the mpathic API.
  • mpathic API:  a RESTful api responsible for detecting behaviors, calculating metrics, and identifying patterns in conversations. 

1.2 An Account is established by the Customer, and at least one person is registered as an Administrative User.

1.3 An Administrative User may log in to the System and access the Account administration tools. Using these tools, the Administrative User is able to add individuals as Authorized Users of the Subscription Service, as well as establish usage privileges for each Authorized User.

1.4 Authorized Users may have default account types: Administrator, Supervisor, and Individual. Administrators can manage their organization’s tenant, including adding and deactivating users, and configuring account-level settings. Supervisors have access to view all Individual accounts. Individual account types are typically designated to practitioners that are performing services that cannot have views of other individual practitioners or supervisors’ views. These could include therapists, doctors, providers, monitors, coaches, guides, mentors, and other individual practitioners.

1.5 To use the Subscription Service, each Authorized User must be onboarded to the Customer’s Account, including the creation of a user ID and password. No two persons may register, access or use the Subscription Service as the same Authorized User. An Active User is defined as someone who has logged into the system during the service term. This means that the Administrative User can register several Authorized Users (e.g., your entire team or company).

1.6 Authorized Users may use the Account to upload or view data (e.g., recordings, audio, or transcriptions) in the System via an encrypted internet connection. This action may also include transmission of information including, but not limited to:

  • Audio recordings, up to 4.5GB (.mp3, .wav)
  • Video recordings up to 4.5GB (.mov, .mp4)
  • Transcripts or text-based data are available upon request.
  • Audio and video recordings are automatically transcribed into text and transcoded to HLS (HTTP Live Streaming) for optimized playback.

Supported Upload Methods

  • Manual Upload
    • Authorized users may upload individual audio or video directly through the mpathic Portal.
    • Users must enter required metadata at upload.
  • Zoom Cloud Import
    • Enables secure, ingestion of recordings in Zoom Cloud.
    • Authorized users link their institutional Zoom account through OAuth-based authentication to enable upload via zoom.
    • Only meetings recorded to Zoom Cloud (not local devices) are eligible.
  • mpathic Mobile App
    • Enables users to securely capture and upload recordings directly from a mobile device.
    • Users must enter required metadata at upload.
  • API Integration
    • Designed for enterprise or high-volume customers.
    • Supports automated upload, secure token-based authentication, and enforced metadata validation.
    • Allows customers to integrate ingestion directly into their own capture systems while maintaining compliance and consistency.
  • By default, data is processed in US English. Text translation into English is available for up to 17 supported languages. If one of these languages is detected in audio, the system automatically
    • Transcribes the recording into text in the detected language
    • Translates the textual data into English for analysis Supported Languages: English, Spanish, French, German, Italian, Portuguese, Dutch. Hindi, Japanese, Chinese, Finnish, Korean, Polish, Russian. Turkish, Ukrainian, and Vietnamese
    • Audio redaction is available in English and Spanish.

To ensure traceability, analytic accuracy, and dashboard functionality, each uploaded file must include standardized metadata. For Customers in the clinical trial space, if the required metadata is not consistently provided, the dashboards may not function as expected or be available. mpathic is not responsible for any degradation, unavailability, or limitation of the Subscription Service, analytics, or dashboards resulting from incomplete, inaccurate, or inconsistent metadata provided by the Customer.

  • Metadata
    • Trial ID
    • Site ID
    • Session ID
    • Participant ID
    • Primary Therapist ID
    • Additional Therapist ID (if applicable)
    • Session Date

1.7 Data that is transmitted to the System are secured using industry-standard encryption along with other industry-standard security technologies and procedures as described in the Terms of Service and if outside of the US, the Data Use Agreement (DUA). There are several security and privacy options relating to medical and research data:

  • HIPAA Compliant data processing (for US-based data, mpathic will provide a BAA upon request)
  • GDPR UK and EU compliant data processing and DPIAA
  • Reporting to support your Part 11 compliance as needed
  • Secure cross-border data transfer to and from any country and the US (required for any Customer not based in the US)
  • PII redaction: PII redaction is available for audio recordings in supported languages based on subscription tier. Note that if video content is submitted, the platform will only process and display the redacted audio track.
  • Domain-Restricted Account Creation: Customers may enable domain-restricted access so that only users with the organization’s approved email domain (e.g. @customer.org) can access accounts. 

1.8 Using a standard web browser, Authorized Users must then log in to the System, authenticate according to the steps established by the Authorized User, and review the processed data. 

1.9 The System processes the data to provide analytics including but not limited to conversation intelligence, fidelity monitoring, and feedback. The current features of the system can include:

  • Dashboards provide snapshots of adherence to guidelines, areas for improvement, and overall progress: They can include default setups for individuals and their supervisors:
    • Supervisor: View average adherence and metrics for team
    • Individual: View individual adherence, behavior insights, and metrics across cases
    • Organizational: View adherence and metrics across teams and sites
    • For specific subscription tiers or enterprise packages, customers can prioritize which mpathic behaviors, such as misconduct or confrontation, are most critical for review.
    • For specific subscription tiers or enterprise packages, customers can select which patterns and behaviors are highlighted from mpathic’s library, tailored to their needs, along with actionable tips. Tips are clinician-authored content that can reinforce desirable behaviors and provide training to adjust growth areas.
  • Behavior Detections identify communication behaviors that can be measured reliably by expert raters and AI, such as reflective listening, open-ended questions, or behaviors associated with gold-standard protocols for clinician-patient interactions. These feed into platform components such as:
    • Checklist: Fidelity monitoring adherence checklist can be surfaced in the platform for automated tracking.
    • Action Items (Flags): Highlight behaviors for review and comment by relevant stakeholders, such as providers or supervisors.
    • Suggestions: Automated text corrections to improve communication effectiveness
    • Strength/Growth Areas: Highlight communication patterns for targeted feedback such as asking multiple closed questions in a row.
    • Metrics: Assesses communication metrics on a scale from 1 to 10 across various conversations. Standard mpathic metrics include: Empathy, Curiosity, Collaboration, and Synchrony
    • Global scoring: leverages mpathic’s proprietary MICA-AI for motivational interviewing assessment
    • Session Summarization: Uses NLP to generate concise summaries highlighting key themes and relevant behaviors.
    • Automated Role Identification: Automatically identifies speakers (e.g., therapist vs. participant) during processing to support downstream analytics. Role assignments can be adjusted if needed. 

2.0 Data will be stored within the System during the Term. Upon expiration or termination of the Subscription Service, data will be deleted in accordance with the timelines and procedures specified in the applicable Data Use Agreement, Service Level Agreement, or Order Form.

Recurring Human Services For Validation and Safeguarding

The following human services provide gold-standard validation when needed and may not be part of the standard Subscription Service unless indicate.

  • Incidental Risk Monitoring: Expert human reviewers intervene per customer standard operating procedure (SOP) for an additional layer of scrutiny whenever suicidal ideation or other incidental risk is detected. This service is available in several languages.
  • Misconduct Monitoring: Expert human reviewers intervene per customer (SOP) for an additional layer of scrutiny whenever misconduct is detected. This service is available in several languages.

Service availability, uptime commitments, maintenance windows, and performance standards, if any, are governed exclusively by the applicable Service Level Agreement or Order Form.