Call center audio recordings

Detects call centre audio recordings and transcripts: a call recording / call transcript phrase combined with populated call structure - audio file names, call metadata (call ID, interaction ID, ANI/CLI, agent), timestamped transcript turns or labelled customer fields. Phrase-only mentions (recording notices, policies) stay discovery-only.

Type: regex
Engine: boost_regex
Confidence: medium
Confidence justification: Enforce tiers require populated call structure beside the recording phrase; the previous tiers fired on generic phrases such as 'call center' and 'quality assurance' (removed from the primary). Recording notices and retention policies stay at 65. Medium because QA scorecards reference recordings with the same metadata. Tenant verdict NOT_DETECTED (2026-07-06) predates this change - re-run classification.
Detection quality: Not detected
Jurisdictions: global
Regulations: Privacy Act 1988 (Cth), Telecommunications (Interception and Access) Act 1979 (Cth), Invasion of Privacy Act 1971 (Qld), Information Privacy Act 2009 (Qld), NDB Scheme (Cth), GDPR
Frameworks: ISO 27001, ISO 27701
Data categories: pii
Scope: wide
Risk rating: 8
Platform compatibility: Purview: Compatible, GCP DLP: Compatible, Macie: Compatible, Zscaler: Compatible, Palo Alto: Degraded, Netskope: Unsupported

Pattern

(?i)\b(?:call\s+cent(?:er|re)\s+(?:audio\s+)?recordings?|call\s+recordings?|recorded\s+calls?|voice\s+recordings?|call\s+transcripts?|audio\s+recordings?\s+of\s+(?:the\s+)?calls?|interaction\s+recordings?)\b

Corroborative evidence keywords

consent to record, this call may be recorded, verification questions, date of birth, complaint, hardship, payment arrangement, card number, sentiment, quality score

Proximity: 300 characters

Should match

Call recording export - Customer Care queue Call ID: 7741-20260912-0831 Agent name: Casey Rourke Customer: Avery Teston File: CC_7741_20260912_0831.wav (duration 14:32) [00:12] Agent: Thanks for calling, this call may be recorded. Can I confirm your date of birth? [00:18] Customer: It's the fourth of February 1991. — Recording export - metadata, customer, audio file and transcript turns (85)
Call transcript Interaction ID: 99812-4471 Escalated to team leader. — Transcript note with call metadata only (75)
Voice recording retrieval - hardship team Recording ID: REC-20261003-11872 Caller name: Jordan Fairweather Account number: 4410 2290 18 Audio: HARDSHIP_11872_20261003.mp3 Customer requested a payment arrangement; consent to record confirmed at call start. — Recording retrieval with recording ID, caller, account number, audio file and hardship evidence (85)

Should not match

Policy guidance: call recordings are retained for 7 years. Agents must tell callers that the call may be recorded and stop recording when card details are read out. — Recording policy
CALL RECORDING REQUEST Call ID: __________ Agent name: __________ Customer: __________ — Blank request form - placeholder values
The telco was fined after call centre recordings of customers were left on an unsecured server, a news report said. — News item
unrelated generic text without domain phrases — Unrelated
customer invoice — Generic word pair

Known false positives

Recording notices ('this call may be recorded'), retention schedules and call-centre policies. Mitigation: No populated call structure, and guidance framing is excluded.
Quality-assurance scorecards referencing recordings. Mitigation: They can reach 75 through call metadata; they still reference identifiable calls.