Short answer
Yes. The Conversation Analytics tier of FirstNet Compliance Recording includes automated redaction of PCI card data, personal information (PII) and health information (PHI) from both the audio and the transcripts.
In detail
Redaction is automatic, so sensitive details such as card numbers read out during a payment are removed or masked without someone having to listen to and edit each call. This matters because PCI-DSS applies wherever cardholder data is handled, including over recorded phone lines, and because POPIA and health privacy rules limit how personal and health information is kept and who sees it.
Conversation Analytics builds on Advanced Recording and also adds multilingual transcription, summarisation, sentiment and voice analysis, automated QA scorecards and dashboards. Core and Advanced Recording do not include redaction, so the tier should match a clear redaction or analytics need. Different parts of your business can sit on different tiers, for example Conversation Analytics for a contact centre that takes card payments and Core for office users.
Redaction suits contact centres that take payments, financial services firms and healthcare contact centres. FirstNet enables it during onboarding, after capture has been connected and tested end to end on every platform in scope.
Source: FirstNet Compliant Call Recording & Analytics service page →
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