Delete all call recordings/transcripts of specific customer

Question

To comply with GDPR, how can all call recordings and transcripts for a customer can be deleted based on customer's phone number?

As it is not possible to search Contact Trace Records via APIs, I am wondering how can this be achieved?

One idea that I have is to prefix recording files with customer's phone number and use S3 APIs, but how can I prefix the recording files?

Answer

Today there is no way you can programmatically change the prefix of the call recordings and transcripts. 
If you want to search and identify all metadata related to a specific phone number, you will need to create an additional layer of contact (record) Id mapped onto the phone number. You can use a Dynamo DB table for this purpose (or any flexible storage solution of your choice, that you are familiar with). This intermediate DDB map table approach can help you identify all the contact records that relate to a specific phone number, which in turn can help search for all the call recordings and transcripts associated with that phone number, since they are all keyed on the contact record Id.
This method is also recommended for any contact attributes you may want to store for the contacts. Rather than save them as part of the contact record, a simple table keyed by contact Id will give you easy access to delete all the data related to that contact in a DDB table.

Answer

There are several different options you could use to achieve this goal.

I think the best option would be to store the call meta-data(Contact Trace Record) using a Kinesis stream then process that data to be stored in a database or something similar that will allow you to find all of the calls and transcripts that belong to a single phone number. A sample solution you could look at is https://aws.amazon.com/blogs/contact-center/analyze-amazon-connect-contact-trace-record-with-amazon-athena-and-amazon-quicksight-part-1/ . Even though this is talking about using a dashboard with QuickSight, most of the features they mention could be re-used for your specific purpose.

Once you are able to gather all of the meta-data, you can delete the specific call recordings and transcription from S3 using the phone number. Keep in mind though, you probably want to also keep track of the reason why you are removing this data in case you have questions raised about why the call recordings and transcripts were deleted.

Delete all call recordings/transcripts of specific customer

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