Sensitive Data Redaction

Sensitive Data Redaction removes credit card and social security numbers from call transcripts and overwrites the matching audio in call recordings for all future recorded calls.

Sensitive Data Redaction helps contact centers meet privacy and compliance requirements by keeping payment card details and social security numbers out of stored call content. When a recorded call is transcribed, the same AI processing that detects topics and runs AutoQA evaluations also identifies the selected types of sensitive data. The matching text is removed from the transcript, and the matching portion of the recording is overwritten with white noise.

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Requires Transcription Licensing
Redaction runs as part of transcript processing, so it applies only to calls that are recorded and transcribed.

Accessing Sensitive Data Redaction

Sensitive Data Redaction is accessible to accounts with Admin permissions.

Navigate to AI Configuration > Sensitive Data Redaction
The redaction settings are shown in the modal

Configuring Redaction

Redaction is configured once for the whole account; it does not vary by skill, team, or line.

Select the types of sensitive data to redact:

Option	Description
`PCI`	Redacts sensitive credit card information, including the card number, expiration date, and CVV. Selected by default
`SSN`	Redacts social security numbers

Save the changes

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Applies to Future Calls Only
Redaction settings apply only to calls recorded after the settings are saved. Calls recorded before redaction was enabled are not redacted retroactively.

Changes to these settings are recorded in the audit log, including who made the change and when.

What Gets Redacted

Content	Result
Transcript	The sensitive text is replaced, and the affected sentences are marked as redacted
Recording	The portion of the audio containing the sensitive data is overwritten with white noise. The redacted recording replaces the original, so no unredacted copy is kept
AI-generated text	AutoQA evaluation explanations and call summaries are instructed not to repeat redacted values, and refer to them generically — for example, "the credit card number" — instead

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AI-Generated Text Is Not Guaranteed
AutoQA explanations and call summaries are written by AI and are instructed to leave out sensitive data, but this is not a hard guarantee. Reviewers should treat AI-generated text with the same care as any other call content.

UC Platform Recordings

For calls recorded by the UC platform, redaction applies to the copy of the recording that CCaaS retrieves and stores. The original recording on the UC platform is not changed.

While redaction is enabled, Cradle to Grave hides the play button on a UC-platform recording until its transcript has been processed, so a recording cannot be played before it has been redacted. See C2G — Examining the Call.

Updated about 20 hours ago