Overview
Transcript Redaction is available for voice calls as part of the Sharpen AI Bundle. When enabled, Sharpen will automatically detect and redact sensitive data from call recording transcripts, helping your organization protect customer information and maintain compliance with privacy and regulatory requirements.
Transcript Redaction is configured per queue and is found within the queue's settings under Admin > Configuration > Sharpen Q. Edit the desired queue and look for the redaction options nested under the Transcribe section.
Redact PCI
Enables automatic redaction of Payment Card Industry (PCI) data from call recording transcripts. The following data types are redacted:
Credit card numbers
Credit card expiration dates
CCV codes (3- or 4-digit card verification codes and their equivalents)
Redact PII
Enables automatic redaction of Personally Identifiable Information (PII) from call recording transcripts. The following data types are redacted:
Customer account or membership identification numbers
Numbers associated with an individual's age
Specific calendar dates, including days of the week, dates, months, or years
Broader time periods, including date ranges, months, seasons, years, and decades
Dates of birth
Driver's permit numbers
Periods of time expressed as a number and unit (e.g., "three months")
Email addresses
Names of events or holidays
Computer file names, including extensions or file paths
Terms indicating gender identity or sexual orientation, including slang
Healthcare numbers and health plan beneficiary numbers
Internet IP addresses (IPv4 and IPv6)
Names of natural languages
Named location references
Full or partial physical mailing addresses, including building name or number, street, city, county, state, country, and zip code
Municipality names, including villages, towns, and cities
Geographic coordinates (latitude, longitude, and/or elevation)
Country names
State, province, territory, or prefecture names
Zip codes (including Zip+4), postcodes, and postal codes
Terms indicating marital status
Names and/or amounts of currency
Individual names, excluding personal titles such as "Mr." or "Mrs."
Family or community names (typically last names in Western cultures, first names in Eastern cultures)
Given names (typically first or middle names in Western cultures, middle or last names in Eastern cultures)
Full names of medical professionals, including professional titles and certifications
Numerical PII not covered by other categories (e.g., medical device serial numbers, MAC addresses, cookie IDs)
Job titles or professions
Names of organizations or departments within an organization
Names of medical facilities, such as hospitals, clinics, and pharmacies
Terms indicating nationality, ethnicity, or provenance
Passport numbers, issued by any country
Account passwords, PINs, access keys, or security verification answers
Telephone or fax numbers
Distinctive bodily attributes, including terms indicating race
Terms referring to a political party, movement, or ideology
Terms indicating religious affiliation
Social Security Numbers or international equivalent government identification numbers
Expressions indicating clock times
Internet addresses (URLs)
Usernames, login names, or handles
Vehicle identification numbers (VINs), vehicle serial numbers, and license plate numbers
Names of Zodiac signs
Redact PHI
Enables automatic redaction of Protected Health Information (PHI) from call recording transcripts. The following data types are redacted:
Blood type
Names of medical conditions, diseases, syndromes, deficits, and disorders
Medically prescribed medication dosages
Names of medications, vitamins, and supplements
Bodily injuries, including mutations, miscarriages, and dislocations
Medical processes, including treatments, procedures, and tests
Medical statistics
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This article is part of a series on Admin Configuration topics.