Call Recording Policy

1. When we record calls

SecondAppraisal may record inbound and outbound phone calls for quality assurance, training, improving our help and the AI tools that support our customers, accuracy of the appraisal record, and dispute resolution. Not every call is recorded. AI services that work for us, ElevenLabs and Google, may transcribe and analyze calls, including while a call is in progress, to help our staff, keep a record of the call, and improve our help and the AI tools that support our customers. This policy supplements the communications terms in Section 14 of our Terms & Conditions and the disclosures in our Privacy Policy.

2. Consent & two-party-consent states

Some states require that all parties to a call consent to its being recorded (“two-party” or “all-party” consent). Every recorded call with our staff opens with: “This call may be monitored or recorded for quality and training.” When Jane, our AI voice assistant, answers, she says at the start of the call that she's an AI assistant and that the call is recorded. You may decline at any time (see Section 4).

3. AI voice assistant disclosure

Some inbound calls may be answered by our automated voice assistant (“Jane”). When that happens, the assistant identifies itself as an automated/AI assistant at the start of the call and discloses that the call may be recorded. You can ask to speak with a person or end the call at any time.

4. How to decline recording

• Tell the representative (or the AI assistant) that you do not want the call recorded — we will stop recording or end and re-initiate the call without it.
• Communicate with us in writing instead — by email or text — if you prefer not to be on a recorded line.

5. Retention & access

Recordings are retained in line with the retention practices described in our Privacy Policy. To request access to or deletion of a recording associated with you, email privacy@secondappraisal.com.