In high-compliance environments like healthcare, finance, and utilities, call recording is essential—but risky. Every conversation runs the risk of capturing sensitive information like credit card numbers, birthdates, or patient health data. That’s where real-time redaction comes in. Instead of relying on post-call scrubbing (or worse—manual muting), cutting-edge systems like MosaicVoice are now removing sensitive data on the fly, without interrupting the customer experience.
What Is Real-Time Redaction?
Real-time redaction uses AI to detect and mask sensitive content as it’s being said. Whether the caller is giving a Social Security number or reading off a credit card, the system identifies the pattern, labels it, and instantly mutes the audio or replaces it with silence in the recording. The transcript is updated simultaneously, replacing the text with placeholders like [REDACTED].
This isn't just about convenience. It fundamentally changes what's possible:
- No more storing sensitive identifiers in your call archives.
- No added burden on agents to pause or mute at the right moment.
- Compliance becomes built into the workflow—not bolted on.
How MosaicVoice Does It
Our redaction workflow is built into the core of the system and supports you at each step:
Select what to redact
From a menu of over 50 entity types—things like date of birth, credit-card number, medical ID, age, gender, address, religion, PCI data, PHI data—you choose exactly which personal or sensitive kinds of information you want the system to catch and mask.
Real-time detection and masking
As the conversation unfolds, our engine continuously monitors the live audio and transcript stream. Under the hood it uses deep-learning models for named-entity recognition and numeric/pattern detection to identify when one of the configured entity types appears. For example, if the caller begins reciting a credit-card number or a patient’s health identifier, the system flags it instantly. In the interim output, it places a generic placeholder like [REDACTED], and once the model gains full confidence it replaces the placeholder with a specific tag (e.g., [CREDIT_CARD_1], [DOB_1]). This keeps the transcript fully aligned with the call while ensuring sensitive content is masked in real time.
Secure handling & permanent removal of raw sensitive content
Once redaction is applied, the original unredacted sensitive data is discarded and never stored in your call archives. The masked transcript and recording are what remain, along with metadata indicating which entity types were redacted. This supports audit readiness and compliance frameworks while greatly reducing risk exposure.
And because it's real-time, nothing slips through. No “oops” moments when someone forgot to hit mute. No agent training required to “pause the recording.” Just secure, compliant calls—by default.
Why It Matters
Whether you're serving patients, cardholders, or regulated consumers, trust is everything. Real-time redaction isn’t just an IT feature or a technical checkbox—it’s a differentiator. It keeps your customers safe, secures your brand, and frees your team from compliance distractions so they can focus on what actually matters: building relationships.
At MosaicVoice, our goal is simple: Make compliance automatic. Make risk invisible.