REAL-TIME PRIVACY FILTER

A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.