Call Recording & Consent

1. Who records the call

APX doesn't place, answer, or record your calls. Your phone system does (for example Aircall, Twilio, or Telnyx), using the recording settings you control. APX retrieves those recordings, or receives recordings and transcripts your systems send us, and analyzes them with the agents you configure.

Because you decide which calls are recorded and sent to APX, you are responsible for complying with the laws that apply to recording, transcribing, and analyzing them, as set out in the Terms of Service (Recording notice and consent).

2. One-party and all-party consent

In the United States, federal law and most states allow a call to be recorded when one party to the call consents. That party can be your own employee. A number of states require the consent of every party, including California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington. Some others apply all-party rules in particular situations.

Calls across state lines

When the people on a call are in different states, more than one state's law may apply. Courts have applied a stricter state's law to calls with its residents even when the business recording the call was elsewhere. The practical approach is to follow the strictest rule that could apply to any caller.

Outside the United States

Other countries have their own rules. In Canada, the EU, and the UK, for example, you generally need to tell callers about recording and have a lawful basis for it, and data-protection laws give callers rights over their information. If you call or take calls from outside the U.S., check the rules where your callers are.

Telling callers about AI analysis

Some recent lawsuits, particularly under California's privacy laws, have argued that a software provider analyzing calls is an additional party "listening in." Telling callers that calls are recorded and analyzed, including by AI or by service providers acting for you, reduces that risk.

3. What we recommend

• Announce recording on every call, inbound and outbound, before the conversation starts. A recorded greeting or IVR message works for inbound calls. Have agents say it, or play a short message, on outbound calls.
• Mention analysis, not just recording. For example, "recorded and analyzed for quality and training, including with AI tools."
• Give callers a choice where required. If a caller objects, stop recording or end the call, and make sure an unrecorded call isn't sent to APX.
• Only send calls you may lawfully record. If some lines or teams shouldn't be recorded, turn recording off for them in your phone system, so APX never receives those calls.
• Keep payment and health details out of calls you send. APX is not certified for payment card (PCI DSS) or health (HIPAA) data. Use your phone system's pause-recording feature while callers read out card numbers or health details.
• Mention it in your privacy notice as well, so callers can learn how their information is used.

Sample disclosure

Adapt it to your business and the laws that apply to you. This wording is a starting point, not a guarantee of compliance.

4. How APX processes your recordings

• Collection: we retrieve recordings from your phone system with the API credentials you provide, or receive them from your systems through a signed webhook.
• Storage: recordings are kept in private, encrypted storage under your organization. Access is through short-lived signed links only.
• Transcription: AssemblyAI receives a link to the audio that expires within an hour, and returns a transcript.
• Analysis: before the transcript goes to the AI model (hosted by Groq), we mask phone numbers, Social Security numbers, payment card numbers, and email addresses in it. The audio recording itself is not altered.
• Use: your recordings and transcripts are used only to provide the service to you. We do not train or fine-tune AI models on them.
• Access: only signed-in members of your organization can see your calls, transcripts, and reports.
• Retention and deletion: we keep recordings and transcripts while your account is active or until you ask us to delete them, and permanently delete call content within 30 days of account closure.

The full details, including every service provider we use, are on our Security page and in our Privacy Policy.

5. Requests from callers

For call data, you decide what is collected and why, and APX processes it on your behalf. If a caller asks about a recording, or asks you to access or delete it, you respond to them, and we'll help you do it: email us with the call and what's needed. If a caller contacts APX directly, we will pass the request to you.

6. Questions

Questions about this page or how APX handles recordings: security@apxintelligence.com.