Duplicate call records impacting compliance

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Vellacott Payments: documents · Duplicate call records impacting compliance

Duplicate call records broken compliance tracking ahead of a regulatory review. BB-Demo traced the duplicates to a call recorder configuration change and escalated for platform fix.

Priority high

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What happened

What this says

Current to 11 Oct 26

Duplicate call records broken compliance tracking ahead of a regulatory review. BB-Demo traced the duplicates to a call recorder configuration change and escalated for platform fix.

Problem: Duplicate call records on different dates broke call history tracing for complaints team. Regulatory review scheduled one week from ticket creation.

Handling: Bethan identified double indexing in connector logs. Customer confirmed call recorder settings changed Tuesday. Escalated to platform as priority fix given regulatory deadline.

Watch: Critical compliance deadline. Resolution status not shown in final content despite high priority flag.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_quality

Channelemail

First response (min)178

CSAT1

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created · Femi Olatunji 27 Jan 2026 09:47
We've spotted duplicate call records in the brain. The same call is appearing on different dates. This is breaking our complaints team's ability to trace the full call history. We have a regulatory review next week so we need this resolved urgently. Can you investigate?
public_reply · Bethan Lister 27 Jan 2026 12:45
Hi Femi, thanks for flagging this. I can see the duplicates in the logs, looks like the call recorder connector is indexing the same record twice in a sync. Just so I've got this right, is it all calls or just recent ones? And when did you first notice it happening?
public_reply · Femi Olatunji 28 Jan 2026 15:26
It's just started in the last couple of days, affecting calls from the past week. We changed something in our call recorder settings on Tuesday. Could that be related?
internal_note · Bethan Lister 28 Jan 2026 16:30
Connector config change triggered double indexing. Escalate to platform. Regulatory deadline next week, priority fix.
status_change · Bethan Lister 3 Feb 2026 13:48
status_change · 7 Feb 2026 23:59

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