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What is PII Redaction?

PII redaction automatically detects and removes sensitive information from both transcripts and audio recordings. This ensures compliance with privacy and security requirements while maintaining the overall context of conversations.

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Example

Original: 
[00:04] Main Agent: Thank you for calling the office of Guernsey County Sheriff, Jeffrey d Peyton. How can I help?
Redacted: 
[00:04] Main Agent: Thank you for calling the office of <LOCATION>, <PERSON>. How can I help?
Audio Example:

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How It Works

We identify the entities to be redacted from the call using state of the art models. We then replace the text with relevant placeholders.Example tokens:
  • <PERSON> - Person names
  • <LOCATION> - Geographic locations
  • <EMAIL> - Email addresses
  • <PHONE> - Phone numbers
  • <SSN> - Social Security Numbers
  • <CREDIT_CARD> - Credit card numbers

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Using Redaction

Add the redact_fields parameter when sending calls to the observe API endpoint: 
{
  "agent": "your_agent_id",
  "transcript_json": [...],
  "voice_recording_url": "https://...",
  "redact_fields": ["phone_number", "email_address", "ssn"]
}
If redact_fields is not provided or is an empty array, no redaction will occur.

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Available Fields

  • person_name - Person names
  • age - Age information
  • phone_number - Phone numbers
  • email_address - Email addresses
  • date - Specific dates
  • time - Time information
  • location - Physical locations and addresses
  • origin - Origin information
  • gender_sexuality - Gender and sexuality information
  • physical_attribute - Physical descriptions
  • occupation - Occupation details
  • username - Usernames
  • password - Passwords
  • ip_address - IP addresses
  • url - URLs
  • filename - File names
  • event - Event information
  • vehicle_id - Vehicle identification numbers
  • dob - Date of birth
  • healthcare_number - Healthcare identification numbers
  • medical_professional - Medical professional information
  • credit_card - Credit card numbers
  • account_number - General account numbers
  • bank_account - Bank account numbers
  • money - Financial amounts
  • ssn - Social Security Numbers
  • passport_number - Passport numbers
  • driver_license - Driver’s license numbers
  • numerical_pii - Other numerical PII

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Pricing

Redacting any fields costs 0.4 credits per minute, regardless of how many fields are selected.

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Implementation Examples

{
  "agent": "agent_healthcare",
  "transcript_json": [...],
  "voice_recording_url": "https://recordings.example.com/medical_call.mp3",
  "redact_fields": [
    "person_name",
    "dob",
    "healthcare_number",
    "medical_professional",
    "location"
  ]
}