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Recording, Consent and Card Data on a Voice Line
Your agent will take inbound calls from callers in the EU and the US, records audio for QA, produces transcripts for the LLM, wants to collect a card number to complete a purchase, and wants to run in shadow mode on existing recordings before launch. Legal asks you to "make it compliant".
State plainly that you are not giving legal advice, then:
- Design the opening of the call and the consent and opt-out behaviour.
- Design card capture so card data stays out of audio, transcripts, traces and prompts.
- Specify retention, access and vendor requirements.
- What is different for shadow mode on past recordings and for an outbound callback feature?
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