Redaction

17 min

ElevateAI's Redaction feature automatically detects and replaces personally identifiable information in transcripts — helping you meet compliance requirements and protect customer data at scale.

Redaction is configured per token and requires user opt-in. To get started, navigate to the Manage Tokens page and click the Redactions button to select which entity types to redact and whether redaction should apply to Post Call, Real Time, or both.

How It Works

When redaction is enabled for a token, ElevateAI scans each transcript for the entity types you have selected. Detected PII is replaced with a placeholder in the format <ENTITY_TYPE> before the transcript is stored or returned.

Example:

"My social security number is <US_SSN> and you can reach me at <PHONE_NUMBER>."

Details on each redacted segment — including timing, entity type, and confidence score — are returned alongside the transcript in the redactionSegments array.

UI for editing Redaction Options

Configuring Redaction

Redaction settings are managed at the token level from the Manage Tokens page.

Setting	Description
Entity Types	Select the PII categories to detect and redact. A full list of supported entities is provided below.
Post Call	Apply redaction to transcripts processed via the ElevateAI Post Call API.
Real Time	Apply redaction to transcripts streamed via the ElevateAI Real-Time API (WSS). Redaction is only on the final transcript

Post Call API

For interactions declared and processed through the ElevateAI Post Call API, redaction is applied automatically when it is enabled for the token used to declare the interaction.

When retrieving a phrase-by-phrase or punctuated transcript for a redacted interaction, the response will include a redactionSegments array containing details on each detected PII instance.

Sample Response — redactionSegments

{
  "redactionSegments": [
    {
      "startTimeOffset": 1467720,
      "endTimeOffset": 1468030,
      "result": "US_SSN",
      "score": 0.98745
    },
    {
      "startTimeOffset": 2031100,
      "endTimeOffset": 2031850,
      "result": "PHONE_NUMBER",
      "score": 0.95312
    }
  ]
}

redactionSegments Fields

Field	Type	Description
startTimeOffset	integer	Start time of the redacted segment in milliseconds.
endTimeOffset	integer	End time of the redacted segment in milliseconds.
result	string	The entity type that was detected and redacted (e.g., "US_SSN", "PHONE_NUMBER").
score	number	Confidence score for the detection, from 0.0 to 1.0.

Note: All source audio data is deleted immediately upon processing. Please refer to ElevateAI's Data Retention & Security guidelines for additional details.

Real-Time API (WSS)

For sessions processed through the ElevateAI Real-Time API, redaction is applied based on the configuration set for the token on the Manage Tokens page.

Final Transcript Redaction — Redacts PII in the completed transcript returned at the close of a session.

Supported Entity Types

NLP-Based Entities

Detected using natural language processing. Available for English and Spanish only.

Entity Type	Description
NAME	Names of individuals
ADDRESS	US Addresses

Global Entities

Detected using pattern matching. Available for all supported languages.

Entity Type	Description
DATE_OF_BIRTH	Date of Birth
CREDIT_CARD	Credit card numbers (Visa, Mastercard, Amex, and others)
EMAIL_ADDRESS	Email addresses
HEALTHCARE_NUMBER	Medical license numbers
PHONE_NUMBER	Phone numbers in various formats
GOVERMENT_ISSUES_ID	Social Security Numbers, Drivers License numbers, US Passport numbers
ACCOUNT_NUMBER	US bank account numbers

Language Support

ElevateAI Redaction supports 2 languages:

Language Code	Language	NLP Entities	Regional Entities
en, en-US	English	Yes	US, UK
es, es-419	Spanish	Yes	ES

// Using Redaction

1. Manage at the API Token Level

Redaction configuration options are attached to specific API tokens, allowing token-level customization

For example, your Customer Support token might include different substitutions than your Sales token

2. Access the Phrase Editor

Log into the ElevateAI Portal <app.elevateai.com>

Your security level within your account determines your access to the Boosted Phrases list

Access Level by Role:

Role	Access Level
Owner	Full Access (View, Edit, Create)
Admin	Full Access (View, Edit, Create)
API User	View Only Access
Explore	No Access

Navigate to Manage API Tokens

Locate the desired token and select Edit Redaction to open the PII Redaction Configuration

Only account Owners or Admin can edit a Find & Replace pair.

3. Select a Language

Choose the language you wish to edit from the dropdown

Each API token supports one Redaction configuration per language

4. Select Redaction Configuration

Select to turn redaction on for Either Real Time(Final) or Post call, or both.

Select which entities to enable redaction on. You can use select all to select all.

5. Disabling Redaction

To transcribe without redaction, use a token that does not have an redaction enabled.

To remove the redaction feature completely, edit the configuration to disable all redaction elements.

Need More Help?

Need more help? Contact the ElevateAI Support Team.