Only use a payment flow that has been assessed for the actual processing path. Our preferred starting design is to keep sensitive card-entry data outside the ordinary conversation, transcript and model workflow where feasible.
PCI SSC states that sensitive authentication data, including card verification codes, must not be stored after authorisation even if encrypted. Its guidance specifically addresses audio recordings and recommends preventing capture or suppressing or redacting it during entry where the technology exists. (pcisecuritystandards.org)
Request a diagram covering the caller, payment service, telephone provider, recorder, transcription service, model and application logs.
Then test:
- What happens if the caller starts reading a card number unexpectedly?
- Whether sensitive information reaches a transcript or diagnostic log.
- Whether the agent can confirm payment without receiving prohibited data.
- How a payment failure is handled without duplicate charging.
- Whether the proposed link, keypad or transfer flow changes the compliance scope.
Do not equate a generic personal-information redaction feature with a validated payment architecture. Confirm scope and controls with the relevant payment specialists and acquiring arrangements before deployment.