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PII Redaction: Protect Sensitive Information in Call Recordings and Transcriptions

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PII Redaction helps protect sensitive customer information by automatically detecting and redacting supported types of personally identifiable information (PII) from call recordings and transcriptions.

When supported sensitive information is detected during a call, RingByName redacts the information from both the stored call transcription and the corresponding portion of the audio recording.

Why Use PII Redaction?

Businesses may receive sensitive information during customer conversations, including payment, banking, and identification information.

PII Redaction helps your organization:

  • Reduce exposure of sensitive information in stored call recordings and transcriptions.
  • Save time by automatically detecting and redacting supported information instead of requiring employees to manually review recordings.
  • Improve privacy and security workflows by limiting the amount of usable sensitive information retained within call records.
  • Reduce the risk of accidental disclosure when employees review call recordings or transcriptions.

What Information Can Be Redacted?

PII Redaction currently supports detection and redaction of:

  • Credit card numbers
  • U.S. bank account numbers
  • International bank account numbers
  • U.S. Social Security numbers

What Happens When Sensitive Information Is Detected?


The information is protected differently depending on whether you are reviewing the transcription or listening to the recording.

Call Transcription

Detected sensitive information is replaced with a redaction label rather than displaying the original information.

Examples may include:

[CREDIT_CARD]
[CARD_EXPIRATION]
[CVV]

Call Recording

The corresponding portion of the audio containing the detected sensitive information is replaced with a beep so the original information cannot be heard when reviewing the stored recording.

Important: PII Redaction is designed to detect and redact supported types of sensitive information. Customers should not rely on automated redaction as their only privacy, security, or regulatory compliance control.

What Is Required to Use PII Redaction?


PII Redaction works together with RingByName Call Recording and Call Transcription.

The following features must be enabled:

✓ Call Recording
✓ Call Transcription
✓ PII Redaction

All three are premium add-on features.

If your included PII Redaction usage is exceeded, additional usage may be billed against available prepaid credits when prepaid credits are enabled.

If prepaid credits are unavailable and no additional usage is available, PII Redaction will stop processing additional calls until usage becomes available.


Which Calls Can Use PII Redaction?


PII Redaction can be enabled for inbound departmental calls.

The feature is configured individually for each department, allowing administrators to determine which departments require PII Redaction.

For example, you may choose to enable PII Redaction for departments that frequently collect payment or customer identification information.

How to Enable PII Redaction

  • You must have the appropriate administrative permissions to configure this feature.

    1. Log in to RingByName.
    2. Go to Setup.
    3. Select Departments.
    4. Select the department you want to configure.
    5. Enable Recording of Departmental Calls.
    6. Enable Transcription of Inbound Call Recordings.
    7. Enable PII Redaction.
    8. Save your changes.



  • Once enabled, supported sensitive information detected during eligible calls to that department will be redacted from the associated recording and transcription.

    How to Review a Redacted Call


  • To review a call:

    1. Go to Reporting & Analytics.
    2. Select Advanced Report.
    3. Locate the call you want to review.
    4. Open the Call Transcription to review the transcript.
    5. Play the Call Recording to listen to the recorded conversation.

    In the transcription, detected sensitive information will appear as a redaction label.

    In the recording, the corresponding audio will be replaced with a beep.


    • Important Information About PII Redaction   


    PII Redaction is an automated feature and is limited to supported information types.

    Keep the following in mind:

    • Not every type of personal or confidential information is currently supported.
    • Detection and redaction are performed automatically and may not identify every instance of sensitive information.
    • PII Redaction applies only to eligible calls for which the feature has been enabled.
    • PII Redaction should be used as part of your organization's broader privacy, security, and compliance procedures.
    • Customers remain responsible for determining whether their use of call recording, transcription, and PII Redaction complies with applicable laws, regulations, and organizational requirements.

    Need Help? 

    
     If you need assistance enabling PII Redaction or determining whether it is available on your RingByName account, please contact RingByName Customer Support.