Call recordings are among the most sensitive data a business holds: card numbers, bank details, health information and government identifiers all get spoken aloud routinely. Masking lets QA happen without every reviewer inheriting access to all of it.
The distinction that matters is between deterministic redaction, pattern rules that either fire or do not, and model-based masking, which is more flexible in what it catches and, by construction, not guaranteed.
Masking is instructed during transcription and covers phone numbers, addresses, emails, card numbers, CVV and expiry, bank accounts, IFSC codes, UPI IDs, Aadhaar, PAN, other identity numbers, dates of birth, OTPs and PINs, passwords, vehicle registrations and policy numbers. Names are left readable on purpose. It is best-effort and not a deterministic redaction pass, and we would rather say so than let you find out.
Security & privacy