When Intelligent Voice detects speech in English which could be payment card information in a recording, it will redact all numbers and date information from the recording. This covers the long card number, start and end dates of the card, card issue number and the CVC / CVV security codes. Any other numbers and dates in the recording will also be removed.
Because there are no fixed ways in which the payment card numbers may be said in a recording, and because of the potential for mistranscription, particularly in noisy environments, this approach offers the highest confidence for the removal of payment card information
If your recordings cover other important numbers, such as account numbers, telephone numbers and so on, then these are at risk of being redacted. We recommend in this case the agents should record important information and not rely on the recording containing the information.
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