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Use of Artificial Intelligence in telephone calls privacy notice

The NHS Business Services Authority (NHSBSA) is responsible for this service.

Why we process your information

We may record telephone calls you make to our Customer Contact Centre and use Artificial Intelligence to:

  • quickly answer common questions
  • capture information we request from you to present this to our staff when they speak to you which will reduce call times

We do this in the interests of offering a good service to our customers and to protect public funds.

If you object to this you can ask to speak to staff or use an alternative means of contacting us.

Your information will not be transferred outside the European Economic Area (EEA).

Sharing your call recording

Your information may be shared with other organisations if they have a legal right to it.

Keeping your personal information

We will delete call recordings no more than 6 months after the call was made.  This ensures that any subsequent investigations can be completed.

Your rights

The information you provided will be managed as required by Data Protection law.

You have the right to:

  • receive a copy of the call transcript
  • request that the call recording be deleted if you believe the NHSBSA is processing it for longer than is necessary

Find out more about your rights and how we process information.