Call Recording Policy

1. When we record calls

SecondAppraisal may record inbound and outbound phone calls for quality assurance, training, accuracy of the appraisal record, and dispute resolution. Not every call is recorded. 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). When either party to a call is in one of these states — or when we can't determine the location of a party — we provide a recording disclosure and the opportunity to consent before recording, or we don't record. 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 stored securely, access is limited to authorized personnel, and they 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.