Connection often shows up in small, unexpected ways — a familiar voice, a timely message, a moment of reassurance when it’s needed most. Every day, CaptionCall helps people reach out — sometimes for big moments, sometimes for quiet ones that matter just as much. On the other side of those connections are real people too: the customers who use our service to stay connected, and the employees who show up every day to help make that possible.

Today we’re sharing these stories because they remind us that we’re all connected by the simple human need to feel seen, heard, and close to the people who matter most. 

Why these stories matter 

We’re proud of the service CaptionCall provides, but it’s just that: a service. The real story is about the people and how they use CaptionCall to maintain meaningful connections.

Living with hearing loss can be frustrating and isolating. Sometimes connection comes in the form of a phone call. Sometimes it comes through shared experiences. That’s why these stories matter.

Customer stories: the importance of connection 

A lifeline that moved with them 

Moving is hard for anyone. But for one CaptionCall customer and her husband, the move carried a deeper fear: losing the one connection that helped him feel safe and close to the people he loves.

Her husband relies on CaptionCall to communicate. With hearing loss and limited use of one hand, it’s become a critical way for him to stay in touch with family and friends. As they prepared to relocate, the thought of leaving that behind felt overwhelming.

“We were sad since we had to move, but having CaptionCall go along with him is our lifeline,” she shared.

“Without CaptionCall he would be so scared and isolated. With only one hand, it’s the only phone he can successfully use to reach loved ones and friends.” 

What could have been another loss instead became a moment of reassurance. CaptionCall moved with them, restoring familiarity in the middle of change.

“CaptionCall is a marvelous phone and you have the finest staff. We are grateful to be in your flock.”

For this family, the phone wasn’t just a device. It was a continuity. It was independence. It was the difference between isolation and connection during an already difficult transition. 

Keeping traditions alive 

There’s nothing like quality time with those you love. In today’s fast-paced world, finding the time to sit and catch up with friends and family is more challenging than ever — making it all the more important to find opportunities to connect.

For CaptionCall customer Maragret, missing out on the daily phone call with her daughter would be an isolating experience. But her hearing loss made even those phone calls harder to enjoy.

With CaptionCall, the two of them have gotten back into their daily ritual and as close as ever — even if they’re separated by distance.

“I just want to say thank you to CaptionCall and whoever is captioning my phone when I'm talking to my daughter for an hour every day and for their patience during those calls,” Margaret laughed. “I appreciate them so much because that's a long phone call to have to caption.” 

Employee voices: stories from the other side 

CaptionCall’s Installers and Trainers travel around their regions every day, helping people get connected. This gives them a unique perspective on the impact call captioning can have on people’s lives. Here are a few of their favorite experiences working with CaptionCall customers: 

The first call after two years 

Clarissa Hernandez-Monge installs CaptionCall phones every day. She’s seen joy, relief, and gratitude countless times, but one moment continues to stand out. 

She remembers the woman clearly. A Florida resident who hadn’t spoken to her brother in nearly two years. Distance and hearing loss had slowly turned once-frequent calls into silence. 

As Clarissa finished the installation and captions appeared on the screen for the first time, the woman’s reaction was immediate. 

“Her emotions were palpable and that's when she said, ‘I haven't spoken to my brother in Connecticut for almost two years and I miss communicating with him so much! Thank you, thank you, thank you!’” Clarissa recalls.

Eight months into the role, Clarissa still feels the impact every day.

“Every day I’m fulfilled, knowing I played a small part in changing someone’s life.” 

Paying it forward 

Human beings are social by nature — we all enjoy some form of connection and community. So, when life throws us a curveball and we lose some of those connections, it’s important to seek out ways to make new ones.

Earlier this year, CaptionCall Trainer Ian Sullivan saw a customer doing just that.

“She recently had gotten a divorce and was starting out on her own,” he recalls. “The phone was going to be such a huge help with her new acquired social worker job she had just started.”

Every time someone reaches out, both sides grow from the connection. In her role as a social worker, this customer takes it a step further, helping others go out and build their own personal communities.

“That’s why this recent install sticks out. The customer was happy to receive the phone as it would help her understand conversations much better to help others with their own self-betterment.” 

On call: captioners’ perspectives 

Our Captioning Agents have an even more direct view into the unique and wonderful people who make up our CaptionCall community.

“What I like most about what I do is knowing, at the end of the day, that I might have made someone else’s day a little easier. There are problems that we all face in daily life, and having a job that focuses on communication is one that I value greatly.”
-Spencer, CaptionCall Captioning Agent 

“I think [the COVID-19 pandemic] is the most important time I have spent as a captioner. So much information was being shared. And, for many people using their captioning phones was one of the few ways to connect with the outside world.”
-Donna Deal, CaptionCall Captioning Agent 

 “Sometimes it can be hard to hold back laughing at the jokes people tell each other. Every now and then someone says something, and it takes everything in me not to laugh along with them.”
-Ericka Elton, CaptionCall Captioning Agent 

Whether installing CaptionCall phones, making and receiving calls, or providing the live captioning that makes it all possible, we’re all connected by the joy of communication and belonging.

Share your story 

We are humbled and privileged to be a part of so many important, special, and even mundane moments, and we’re grateful to everyone who chooses CaptionCall to help you stay connected. 

If you’ve had a fun, heartwarming, or unique experience with CaptionCall, we’d love to hear about it! (We’d also be happy to hear about any issues you might be having with the phone so we can help resolve them!)

Share your CaptionCall story by emailing [email protected]