Hi, please can you confirm if it is possible to redact part of a call recording? A customer has requested a copy of his call but our legal team have advised that we can not release it in it’s entirety due to the data protection rights of our call handler.
As far as I am aware this is not possible but I need conformation form yourselves.
Thanks
From within Liberty Converse - No, but you are able to download the file and then use audio editing software to redact the information. You would need to check with your own governance team if that is then okay to be released as we cannot pass comment on that part.
Sorry it’s a no but hopefully you have a way forward.
Kind Regards.
Jonathan
Hi Vanessa, we often do this for Subject Access Requests. We download the call and then use a tool called Audacity to edit parts of the call that we do not want to disclose. It is a bit time-consuming as you have to edit the entirety of the call but it does what is required. Hope this helps.