Call Center Compliance Without Listening to Every Call

Software that keeps recorded calls compliant automatically: bulk audio redaction removes payment card and health data, AI transcription makes every call reviewable, and QA analytics score the whole volume, not a sample.

33+ spoken PII categories across 82 languages: card numbers, CVV, SSNs, bank accounts, SWIFT and IBAN, patient identifiers, and plan numbers, including bilingual calls that switch language mid-sentence.

Redacting cardholder data from recordings and transcripts shrinks where that data lives, supporting compliance programs under PCI-DSS, HIPAA, GLBA, TCPA, FDCPA, and GDPR.

Bulk audio redaction is tested past a million recordings, with queue-based overnight automation, so yesterday's calls are clean before the floor opens.

Custom patterns, regex with context, and confidence thresholds from 25 to 90 percent let you tune detection to your scripts and your risk tolerance.

Yes. Spoken PHI is detected in the audio itself rather than in a typed note: names, dates of birth, member and account numbers, and health detail are found in the transcript and in the recording, then muted or bleeped on a copy. The original recording is left intact for the file, and the detection runs across the whole day's calls rather than a sampled few.

Most analytics platforms transcribe and score calls but leave the personal data in the recording, which puts the QA reviewer inside audit scope. Here the redaction and the analysis are the same pipeline: calls are transcribed, PII is detected and removed, and sentiment and transcript search then run against the redacted copy. Reviewers work on material that no longer carries card numbers, PINs or health detail.

Redaction is only defensible if what was removed, when, and by whose rule can be shown afterwards. Every run records what was detected and what was changed, the redacted copy is stored separately from an untouched original, and the trail is searchable rather than a log file someone has to reconstruct.

Transcription plus agentic workflows let you define what to look for rather than wait for a vendor model. A workflow scans the day's transcripts for the phrases and patterns that matter to you, routes matches to a reviewer, and leaves everything else alone. Because the extraction is configured rather than pre-trained, it changes when your risk criteria change.

Card numbers, CVV, expiry and PINs are detected in speech and removed from the stored recording, which is the usual reason a recording estate stays inside PCI-DSS scope. Removing the data from the retained copy is what shrinks that scope; the untouched original is retained separately where policy requires it.

Yes. Runs are queue-based and bulk, so a back catalogue is processed the same way as the current day. That matters more than new-call handling, because the archive is usually where the accumulated exposure sits.