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Call Recording and Compliance

All calls handled by your OzyOps AI receptionist are recorded automatically. This page explains how recording works, your compliance responsibilities, and how to access recordings.

All Calls Are Recorded​

Every call -- inbound and outbound -- is recorded and stored with a full transcript. This is on by default and cannot be disabled. Recording is essential for:

  • Quality assurance and AI performance monitoring
  • Dispute resolution
  • Compliance and audit trails
  • Staff training and call review

Call Recording Disclosure​

The AI announces call recording at the beginning of every call. A typical disclosure sounds like:

"This call may be recorded for quality and training purposes."

This disclosure is built into your AI agent's greeting and satisfies recording consent requirements in most jurisdictions.

In the United States, most states only require one party to consent to recording (one-party consent). However, the following states require all parties on the call to consent:

  • California
  • Connecticut
  • Florida
  • Illinois
  • Maryland
  • Massachusetts
  • Montana
  • New Hampshire
  • Pennsylvania
  • Washington
Your responsibility

The AI's recording announcement provides disclosure to callers. By continuing the call after hearing the announcement, callers are giving implied consent. However, you are responsible for understanding and complying with the recording laws in your state and the states where your callers are located.

If you operate in a two-party consent state, the built-in disclosure is designed to satisfy the consent requirement. If you have specific legal concerns, consult with an attorney.

Accessing Recordings​

From the Dashboard​

  1. Go to Dashboard > Calls.
  2. Click any call to open the call detail page.
  3. Use the audio player at the top of the transcript section to listen to the recording.
  4. You can play, pause, and scrub through the recording.

From the Call List​

The call list shows duration and timestamp for every call. Click into any call to access its recording and full transcript.

Recording Retention​

Recordings are stored securely and retained based on your account type:

Account TypeActive RetentionAfter Active Period
Non-healthcare12 monthsDeleted
Healthcare24 monthsMoved to cold storage, then deleted after 6 years total

Healthcare practices have longer retention periods to support HIPAA compliance and potential audit requirements.

Requesting Data Deletion​

If a caller requests that their recording be deleted:

  1. Verify the caller's identity.
  2. Email privacy@ozyops.com with the caller's name, phone number, and approximate call date.
  3. OzyOps will process the deletion request in accordance with applicable privacy laws (CCPA, HIPAA, etc.).
CCPA requests

California residents have the right to request deletion of their personal information. If you receive a CCPA deletion request from a caller, forward it to privacy@ozyops.com and we will handle it.

Security​

  • All recordings are encrypted at rest using AES-256 encryption.
  • Recordings are transmitted over TLS-encrypted connections.
  • Access is restricted to authorized team members on your account.
  • Healthcare recordings are stored in HIPAA-compliant infrastructure with a signed Business Associate Agreement (BAA).

Common Questions​

Can I turn off call recording? No. Recording is a core feature of the platform and cannot be disabled. It is necessary for transcription, quality assurance, and compliance.

Can callers opt out of recording? If a caller does not want to be recorded, they can hang up after hearing the disclosure. The AI captures no information from callers who hang up before the conversation begins.

Are recordings shared with anyone outside my team? No. Recordings are only accessible to authorized team members on your OzyOps account. OzyOps support staff may access recordings for troubleshooting purposes, but only with your permission or as required for service delivery under our terms of service.

Can I download recordings? Currently, recordings can be played from the dashboard but not downloaded as audio files. If you need a copy of a specific recording, contact support@ozyops.com.

What format are transcripts in? Transcripts are displayed as text in the dashboard, with speaker labels (AI vs. Caller) and timestamps. Professional plan users can export call data as CSV.