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Run: Pause and Resume Call Recording Compliance Audit

Audit sampled payment calls to confirm recording paused during card capture and resumed only after sensitive data was cleared. Use it to document PCI exposur...

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Audit Scope and Call Identification

Call selected is a payment interaction with card capture

Confirm the sampled call includes a payment transaction where the customer provided cardholder data.

Yes No N/A

Call recording identifier and date/time documented

Record the call ID, date/time, queue or campaign, and agent identifier for traceability.

Recording source reviewed

Identify whether the review used the live recording platform, archived audio file, or QA playback system.

Note (optional)

Sampling rationale documented

Note whether the call was selected randomly, by exception, or due to a targeted risk review.

Call length and payment segment identified

Document the approximate call length and the segment where payment information was captured.

Recording Pause and Resume Controls

Recording was paused before card number entry critical (required)

Verify the recording stopped before the customer began reading the PAN or other card data.

Yes No N/A

Recording remained paused during CVV capture critical (required)

Confirm no audio was captured while the customer provided CVV or security code information.

Yes No N/A

Recording resumed only after sensitive data capture ended critical (required)

Verify recording resumed after the payment entry was complete and no cardholder data remained on the line.

Yes No N/A

Pause and resume timestamps captured

Record the approximate time when recording paused and resumed to support audit traceability.

Sensitive Data Exposure Review

No PAN audible in stored recording critical (required)

Confirm the stored audio does not contain a full primary account number or enough digits to reconstruct it.

Yes No N/A

No CVV audible in stored recording critical (required)

Confirm the stored audio does not contain the card verification value or security code.

Yes No N/A

No other cardholder data captured in audio

Check for expiration date, cardholder name, or other sensitive payment details captured while recording was active.

Yes No N/A

Agent Process and Script Compliance

Agent announced or followed the approved pause procedure

Verify the agent used the approved script, system prompt, or workflow to pause recording before payment capture.

Yes No N/A

Agent resumed recording using the approved workflow

Verify the agent followed the approved process to restart recording after the payment segment ended.

Yes No N/A

Customer was not instructed to repeat card data while recording was active critical (required)

Confirm the agent did not ask the customer to restate PAN or CVV after recording resumed.

Yes No N/A

Exceptions, Deficiencies, and Escalation

Any deficiency or non-conformance documented

Record any observed failure, including missed pause, delayed resume, or possible exposure of cardholder data.

Potential PCI exposure escalated per procedure critical (required)

Confirm any suspected PAN or CVV exposure was escalated to the appropriate compliance or security owner.

Yes No N/A

Corrective action assigned and due date recorded

Document the corrective action owner, expected remediation, and target completion date.

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