Problem
Users experience an issue where a call recording, indicated to last for a specific duration, stops playing prematurely. For example, a call is listed as three minutes and only plays for one minute and 30 seconds.
Solution
Call recordings may stop mid-conversation if the system automatically paused on a payment screen or if the agent manually paused it to protect sensitive information.
Identify causes of call recording pauses
Check if the recording was paused during a credit-related conversation. Calls automatically pause on the payment screen to protect credit card details.
Review the call context. If the agent was on the charge screen, the recording likely paused for privacy.
See if the agent manually paused the recording while sharing sensitive information.
Note: There is no way to retrieve the paused portion of the call as the system's privacy measures ensure sensitive information is not recorded.