CaptionCall Review: Captions on a Big Screen with In-Home Setup

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.

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

When it comes to captioned phones, eligibility is the most important thing to understand up front. Because CaptionCall is a federally funded program, the FCC has fairly strict eligibility requirements: to receive a captioned phone, you must have hearing loss that requires captions in order to communicate effectively over the phone. This means an individual should have a:

1. Hearing loss that affects phone communication: The person has hearing loss that makes it difficult to understand phone calls by hearing alone, and
2. Necessity for captions: The person needs captions to use the phone effectively and in a functionally equivalent way.

However, there are no upper or lower hearing thresholds (i.e., decibels of hearing loss), age limits, or requirements for owning a hearing device; the program’s goal is to allow people with hearing loss to gain functional equivalency in their phone use.

To apply for a CaptionCall phone, you can fill out a form on their website or call them directly at 888-309-0537. Your audiologist or hearing aid specialist can also serve as a great resource for answering questions and assisting you in obtaining a captioned telephone.

For more details, see the article How to Get a Captioned Phone.

How CaptionCall Works with Your Existing Phone Service

One of CaptionCall’s strengths is flexibility. Sorenson says the home phone can work with your current home number, provider, and calling plan, and it supports familiar services like call waiting, call forwarding, voicemail, and caller ID. All you need is one of the following: a landline with a classic phone jack, high-speed internet, or a smartphone.

The CaptionCall 88T reflects that hybrid design. On the back of the phone are ports for a telephone line, Ethernet/LAN, and power, and the settings menu includes network controls for wired or wireless connectivity.

CaptionCall’s Red Carpet Setup

For older users—or anyone who’d rather not deal with internet or connectivity issues—CaptionCall’s biggest differentiator may be its setup and support. CaptionCall allows you to choose from “Red Carpet” service with in-person setup or a self-install option with help from a virtual trainer. With the Red Carpet service, CaptionCall schedules the installation, delivers the phone to your home/workplace, walks you through its features and functions, and follows up afterward if you need more support. The company provides at no cost:

• In-Home Delivery: A professional representative personally delivers the device to the user’s residence.
• Professional Installation: They connect the phone to the existing internet, smartphone, and/or landline, and ensure it’s achieving optimal signal strength.
• Personalized Training: Users receive hands-on instruction on navigating the interface, adjusting caption size, screen brightness, caption defaults, and volume settings.

Frankly, familiarizing yourself with a captioned phone isn't that much different from using a newer-model telephone (except, of course, for the captions and some unique menu options) or a voice-to-text app. However, getting the technology set up, connected, and configured optimally for your home/workplace and your individual needs can be the harder part.

That's where CaptionCall’s Red Carpet expert can make a huge difference. They can ensure the phone is connected to the best home service, captions are working, and the volume and sound settings are set to your preferences. They can also make sure you understand basics, such as answering calls, redialing, accessing the phone contact list, saving captions, emergency calling, and using the mobile app.

Compared with more self-service captioning options, this hands-on setup and orientation is truly a unique differentiator for the company—one that we think puts CaptionCall in the top tier of captioned phone providers.

The CaptionCall Handset Phone

The 88T model combines a traditional handset phone with a touchscreen interface. It features a standard phone keypad, a speakerphone button, a volume control knob, and a dedicated Voice Messages button. The touchscreen serves as the hub for Recent Calls, Contacts, Settings, saved captions, and captioned voice messages. The touchscreen, in addition to giving you access to captions (if captions are not the automatic default), is also the hub for contacts, recent calls, saved conversations, and message captioning. The phone features:

• High-Resolution Touchscreen: Features large, easy-to-read text with adjustable font sizes and high-contrast color themes.
• Custom Audio Tailoring: Users can adjust frequency settings to match their unique audiogram, boosting specific pitches (such as high-frequency consonants) that are often lost with traditional phones.
• Hearing Aid Compatibility: The phone is TIA-1083 certified and includes Bluetooth support for pairing compatible devices, including use with a Bluetooth streamer for call audio.
• Speakerphone & Voicemail: Modern landline features are fully integrated with captioning capabilities.

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.

CaptionCall Mobile app

The CaptionCall Mobile app extends the service beyond the house to your smartphone. The app lets eligible users make and receive captioned calls on iPhone or Android as a regular speakerphone-style call with real-time captions on the screen. Registration and self-certification can be completed inside the app, and the basic flow is simple: download it, log in or register, then make and receive calls with live captions.

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.

What Do Users Seem to Think?

HearingTracker has not yet evaluated the CaptionCall handset or mobile app in real-world use, but we plan to review them in the near future (stay tuned!). On Apple’s App Store, CaptionCall shows a 4.8 out of 5 rating from 3,100 users, and on Google Play, it shows 4.2/5 stars from just over 4,000 reviews and more than half a million downloads. That is not the same thing as a full product test of the CaptionCall home phone, but it does suggest a sizable user base!

The tone of the reviews is largely positive. One App Store reviewer called it “a game changer and a life changer,” while another said it was “dead on with words” and “a little freeing.” A Google Play reviewer said the app had performed “almost flawlessly” after a week of inbound and outbound calls, and another said the captions were “mostly accurate and very helpful.” More mixed feedback tends to focus on the app setup or feature wishes, such as easier audio/tone adjustment or occasional calling hiccups.

Based on online reviews, it appears that the CaptionCall landline and smartphone app deliver captions with about 95% accuracy. With the captioning service, there may be a slight 1-2 second delay between hearing the person's voice on the phone and the captions appearing on the screen. In fairness, this applies to all caption phones.

Sorenson’s own home-phone testimonials similarly emphasize ease of use, strong customer support, and renewed confidence on calls.

The Registration Process and How to Receive a CaptionCall Phone

To comply with FCC regulations, all users must complete a registration and self-certification process. Requirements include:

• Full legal name and residential address.
• Telephone number and date of birth.
• Last four digits of a Social Security Number (for identity verification as required by the FCC).
• A signed self-certification acknowledging the necessity of the service.

To apply for a CaptionCall phone, you can fill out a form on their website or call them directly at 888-309-0537. Your audiologist or hearing aid specialist can also help you access these devices; in many cases, they may even have demonstration models and/or office management systems that quickly and automatically complete the necessary forms.

Bottom Line

CaptionCall looks especially well-suited to people who want a captioned home phone that still feels like a phone—not a tech project. The handset phone pairs a senior-friendly layout with genuinely useful captioning, amplification, and support that can benefit anyone. Its mobile app is a meaningful bonus, extending CaptionCall’s captioned calling experience beyond the house for users who want the same added confidence on their smartphone.

CaptionCall’s biggest advantage may not be flashy hardware specs and features, but rather its combination of large-screen readability and flexible setup options; its main drawback might be a more limited selection of handset models and computer-based browser options.

A HearingTracker review of CaptionCall versus ClearCaptions has been published by Tony Schwartz.

However, we think the best service is the one you will use confidently every day—whether that means a landline or a mobile app—and provides you with functional equivalence to others when using the phone. CaptionCall’s in-person Red Carpet system (or its virtual-guided setup) can make its captioned phones feel customizable and seamless for your unique communication needs from day one.