{"id":1939,"date":"2026-09-02T05:11:04","date_gmt":"2026-09-02T05:11:04","guid":{"rendered":"https:\/\/www.plura.ai\/articles\/live-transfer-hipaa-compliance"},"modified":"2026-09-02T05:11:04","modified_gmt":"2026-09-02T05:11:04","slug":"live-transfer-hipaa-compliance","status":"publish","type":"post","link":"https:\/\/www.plura.ai\/articles\/live-transfer-hipaa-compliance","title":{"rendered":"Live Transfer HIPAA Compliance: The Complete Guide"},"content":{"rendered":"<p><em>Written by: Matt Beucler, CEO, Plura AI<\/em><\/p>\n<p><strong>Updated September 1, 2026<\/strong><\/p>\n<h2 id=\"key-takeaways\">Key Takeaways for Live Transfer Workflows<\/h2>\n<ul>\n<li>Live transfer HIPAA compliance is achievable when safeguards like encryption, access controls, and audit logging are in place before PHI is discussed.<\/li>\n<li>Live voice-only calls fall primarily under the HIPAA Privacy Rule. Recorded or electronically routed calls trigger the Security Rule\u2019s technical safeguards under 45 CFR 164.312.<\/li>\n<li>Business Associate Agreements (BAAs) are required when vendors handle PHI through recordings, transcripts, or metadata, and should explicitly cover AI features such as transcription and sentiment analysis.<\/li>\n<li>Common failures include skipping identity verification, using unencrypted lines, oversharing PHI, and failing to log transfer events. Scripted workflows and AI enforcement reduce these risks.<\/li>\n<li>Plura AI provides FCC-licensed infrastructure with BAA coverage, encryption, and audit logging to support your live transfer compliance program, <a href=\"https:\/\/www.plura.ai\/plura-webchat\" target=\"_blank\">learn more about Plura AI\u2019s healthcare solutions<\/a>.<\/li>\n<\/ul>\n<h2>Live Transfer vs. File Transfer in Healthcare Call Centers<\/h2>\n<p>Most search results for \u201cHIPAA compliant transfer\u201d focus on file transfers such as SFTP, managed file transfer (MFT), secure email, and cloud storage. These involve electronic PHI (ePHI) transmitted over networks, governed by the Security Rule\u2019s Transmission Security standard under 45 CFR 164.312(e).<\/p>\n<p>A live transfer is different. It is a real-time phone call where PHI is discussed verbally, often a warm transfer where one agent introduces a caller to another agent or department. The PHI is spoken rather than transmitted as a data file.<\/p>\n<p>The critical distinction is that the HIPAA Security Rule applies only to electronic PHI. Live voice-only calls that are not recorded or transcribed fall primarily under the Privacy Rule, which requires reasonable safeguards and the minimum necessary standard. The moment a call is recorded, transcribed, or routed through a VoIP (Voice over Internet Protocol) system that stores metadata, the Security Rule\u2019s technical safeguards apply.<\/p>\n<p>Most high-ranking content does not address this distinction directly. This guide focuses on that gap for call center leaders.<\/p>\n<h2>Core Requirements for HIPAA-Compliant Live Transfer<\/h2>\n<p>Under 45 CFR 164.312 and 45 CFR 164.314, five core requirements apply to live transfers that involve PHI.<sup data-disclaimer-id=\"23\" data-disclaimer-index=\"2\">2<\/sup> Consult qualified counsel to determine how these apply to your specific environment.<\/p>\n<ul>\n<li><strong>Encryption in transit:<\/strong> When a call is recorded, transcribed, or routed through an electronic system, <a href=\"https:\/\/callhub.io\/blog\/healthcare\/hipaa-call-center-requirements\" target=\"_blank\" rel=\"noindex nofollow\">TLS 1.2 or higher for signaling and SRTP (Secure Real-time Transport Protocol) for media encryption<\/a> represent the current technical standard. For stored recordings, AES-256 encryption at rest is the benchmark.<\/li>\n<li><strong>Business Associate Agreement (BAA):<\/strong> Any vendor that creates, receives, maintains, or transmits PHI on your behalf typically signs a BAA before handling PHI. This includes VoIP providers, CCaaS platforms, call recording services, transcription tools, and AI voice agents.<\/li>\n<li><strong>Access controls:<\/strong> Role-based access with least privilege under 45 CFR 164.312(a) limits PHI access to agents who need it to complete the transfer. Multi-factor authentication (MFA) is the current standard for any system storing or transmitting ePHI.<\/li>\n<li><strong>Audit logging:<\/strong> Under 45 CFR 164.312(b), covered entities implement mechanisms to record and examine activity in systems that contain or use ePHI. This applies to call recordings, transcripts, CRM systems, and any middleware touching PHI.<\/li>\n<li><strong>Minimum necessary standard:<\/strong> Share only the minimum PHI needed to complete the transfer. For example, provide the appointment time and reason for the call instead of reading a full patient record.<\/li>\n<\/ul>\n<p><em>Note: This describes HIPAA requirements neutrally. Consult qualified counsel for your specific situation.<\/em><\/p>\n<figure style=\"text-align: center\"><img decoding=\"async\" src=\"https:\/\/cdn.aigrowthmarketer.co\/1779339090994-980045ddacd2.png\" alt=\"Plura Security &amp; Compliance dashboard highlighting SOC 2, ISO, and GDPR standards with secure trust verification management.\" style=\"max-height: 500px\" loading=\"lazy\"><figcaption><em>Plura Security &amp; Compliance supports SOC 2, ISO, and GDPR standards with trust registration, verification management, and secure AI communications.<\/em><\/figcaption><\/figure>\n<p><sup data-disclaimer-id=\"22\" data-disclaimer-index=\"1\">1<\/sup><\/p>\n<p><a href=\"https:\/\/plura.ai\/ai-voice-demo\" target=\"_blank\" rel=\"noindex nofollow\"><strong>See FCC-licensed AI infrastructure in action with a Plura AI demo<\/strong><\/a> to understand how these safeguards work in a live call center environment.<\/p>\n<h2>BAA Decision Tree for Telephony and CCaaS Vendors<\/h2>\n<p>The BAA question is the most common source of confusion in live transfer compliance. HHS guidance on business associates provides the authoritative framework. The decision tree below helps structure vendor reviews.<\/p>\n<ol>\n<li><strong>Does the vendor handle PHI?<\/strong>\n<ul>\n<li>Does the vendor store, transmit, or have access to call recordings, transcripts, or metadata tied to identifiable patients?<\/li>\n<li>If YES: BAA required.<\/li>\n<li>If NO: BAA may not be required.<\/li>\n<\/ul>\n<ul>\n<li>Does the vendor only transmit data without accessing it, similar to a postal carrier?<\/li>\n<li>If YES: BAA may not be required in this narrow exception.<\/li>\n<li>If NO: BAA required.<\/li>\n<\/ul>\n<ul>\n<li>Transcription, sentiment analysis, agent assist, or virtual agents process PHI by definition.<\/li>\n<li>If YES: <a href=\"https:\/\/contactcenterguide.com\/hipaa-compliant-contact-center\" target=\"_blank\" rel=\"noindex nofollow\">the BAA should explicitly cover these features by name<\/a>.<\/li>\n<\/ul>\n<ul>\n<li>Model providers, transcription services, cloud infrastructure, and analytics tools that touch PHI require their own BAA or must be contractually excluded from PHI access.<\/li>\n<\/ul>\n<p>Questions to ask any telephony provider in writing before signing:<\/p>\n<ul>\n<li>Do you sign a BAA, and on which plan tier?<\/li>\n<li>What encryption do you use for calls in transit and recordings at rest?<\/li>\n<li>Do you log access to PHI, and can I audit those logs?<\/li>\n<li>Which AI features are covered by your BAA?<\/li>\n<li>Who are your subprocessors, and do they have BAAs?<\/li>\n<li>Do you use customer data to train models, and can I opt out?<\/li>\n<li>What is your breach notification timeline?<\/li>\n<\/ul>\n<h2>Step-by-Step Warm Transfer Workflow for HIPAA<\/h2>\n<p>A warm transfer, where the first agent introduces the caller to the receiving agent, is the most common live transfer scenario in healthcare. AccountableHQ\u2019s March 2026 guide on HIPAA-compliant phone call best practices outlines the core steps that follow.<sup data-disclaimer-id=\"25\" data-disclaimer-index=\"4\">4<\/sup><\/p>\n<figure style=\"text-align: center\"><img decoding=\"async\" src=\"https:\/\/cdn.aigrowthmarketer.co\/1779338480670-5b2fbc1c92ba.png\" alt=\"Plura Conversation Intelligence dashboard displaying AI-powered call analytics, transfer tracking, and customer conversation insights.\" style=\"max-height: 500px\" loading=\"lazy\"><figcaption><em>Plura Conversation Intelligence gives businesses AI-powered analytics, call transfer tracking, and customer interaction insights across every conversation.<\/em><\/figcaption><\/figure>\n<ol>\n<li><strong>Verify the caller\u2019s identity.<\/strong> Before any PHI is discussed, verify the caller using at least two identifiers such as full name, date of birth, address on file, or medical record number. Avoid requesting a full Social Security number.<\/li>\n<li><strong>Obtain consent to transfer.<\/strong> Explain why you are transferring and confirm the caller is comfortable. This protects privacy and supports a better caller experience.<\/li>\n<li><strong>Use a secure line.<\/strong> Ensure the call is on an encrypted VoIP connection with TLS 1.2 or higher for signaling and SRTP for media. If the call will be recorded, you must also disclose this to the caller and ensure the recording itself is encrypted, since recording introduces additional PHI handling requirements.<\/li>\n<li><strong>Share only minimum necessary PHI.<\/strong> When introducing the caller to the receiving agent, share only what is needed, such as the caller\u2019s name and the reason for the call. Avoid reading clinical notes or test results aloud.<\/li>\n<li><strong>Log the transfer.<\/strong> Record the transfer event, including who initiated it, who received it, the timestamp, and what PHI was shared. This audit trail supports compliance documentation.<\/li>\n<\/ol>\n<p><strong>Sample warm transfer script:<\/strong><\/p>\n<blockquote>\n<p>\u201cThank you for holding, [Name]. I have verified your identity and I am transferring you to our [department] team who can help with [reason for call]. To protect your privacy, I will only share the details they need. Please stay on the line.\u201d<\/p>\n<h2>Common Live Transfer Mistakes in Healthcare Call Centers<\/h2>\n<p><a href=\"https:\/\/callhub.io\/blog\/healthcare\/hipaa-compliance-checklist\" target=\"_blank\" rel=\"noindex nofollow\">The five most common HIPAA violations in call centers<\/a> include impermissible uses and disclosures of PHI, missing BAAs with vendors, inadequate Security Risk Analysis, failure to implement Security Rule safeguards, and lack of documented HIPAA policies and procedures.<sup data-disclaimer-id=\"25\" data-disclaimer-index=\"4\">4<\/sup> In live transfer workflows, these appear as specific operational breakdowns.<\/p>\n<ul>\n<li><strong>Skipping identity verification before transfer:<\/strong> HHS guidance describes verification as a prerequisite step. Agents under queue pressure often skip this step, which is why scripted call flows and AI-enforced authentication gates are effective: they remove the human variable entirely.<\/li>\n<li><strong>Using unencrypted lines:<\/strong> Standard PSTN (Public Switched Telephone Network) calls are not encrypted. VoIP with TLS and SRTP encryption is the current standard for any call involving PHI.<\/li>\n<li><strong>Failing to get a BAA from your CCaaS provider:<\/strong> <a href=\"https:\/\/contactcenterguide.com\/hipaa-compliant-contact-center\" target=\"_blank\" rel=\"noindex nofollow\">In 2026, the largest compliance gap involves AI features<\/a>, including transcription, sentiment analysis, and virtual agents, which are frequently outside a BAA written around the core platform. Verify coverage by feature name instead of assuming coverage by vendor brand.<\/li>\n<li><strong>Not logging transfers:<\/strong> If you cannot produce an audit log of who accessed which PHI and when, you face significant exposure during an OCR (Office for Civil Rights) investigation. Ensure your telephony platform logs every transfer event.<\/li>\n<li><strong>Leaving detailed voicemails:<\/strong> If you reach voicemail, leave only a name, callback number, and generic reason. Avoid diagnoses, test results, or medication names.<\/li>\n<li><strong>Confirming patient status to unverified callers:<\/strong> Avoid confirming that a patient is at your facility or is a client until you verify the caller\u2019s identity. In behavioral health settings, the fact of admission itself is PHI.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/plura.ai\/ai-voice-demo\" target=\"_blank\" rel=\"noindex nofollow\"><strong>Explore a Plura AI demo<\/strong><\/a> to see how AI-enforced call flows reduce these warm transfer compliance gaps.<\/p>\n<h2>AI Voice Agents in HIPAA-Governed Live Transfers<\/h2>\n<p>Any AI tool processing PHI follows the same HIPAA safeguard framework as the rest of your stack, including encryption, access controls, and audit logging. AI voice agents introduce both operational advantages and specific compliance considerations for live transfers.<\/p>\n<p>AI voice agents support compliance in live transfers in several ways:<\/p>\n<ul>\n<li><strong>Consistent identity verification:<\/strong> AI agents enforce authentication as a hard call-flow gate, so the system cannot route a caller to a PHI-bearing workflow until identity is confirmed. This removes the queue-pressure variable that causes human agents to skip the step.<\/li>\n<li><strong>Scripted minimum necessary disclosures:<\/strong> AI follows approved scripts exactly, which reduces the risk of oversharing during a warm handoff.<\/li>\n<li><strong>Structured audit logs:<\/strong> Every call produces a structured interaction log that compliance teams can query without reconstructing events from agent memory or incomplete CRM notes.<\/li>\n<li><strong>Encrypted infrastructure:<\/strong> AI voice platforms built on encrypted, U.S.-based infrastructure with BAA coverage address the subprocessor chain that creates exposure in fragmented vendor stacks.<\/li>\n<\/ul>\n<p>Plura AI is an FCC-licensed platform that runs <a href=\"https:\/\/plura.ai\/ai-voice-demo\" target=\"_blank\" rel=\"noindex nofollow\">AI voice agents<\/a> on 100% U.S. infrastructure. It holds SOC 2 Type II certification, aligns with HIPAA, and is ISO certified.<sup data-disclaimer-id=\"22\" data-disclaimer-index=\"1\">1<\/sup> Its platform includes real-time DNC (Do Not Call) scrubbing, immutable consent logging, and audit-ready reports. Plura supports customer compliance and provides the infrastructure and tooling, while your internal policies and procedures determine your overall compliance posture.<\/p>\n<figure style=\"text-align: center\"><img decoding=\"async\" src=\"https:\/\/cdn.aigrowthmarketer.co\/1779339720072-38af447d6ab4.png\" alt=\"Plura Agent Monitoring dashboard showing real-time AI processing logs, workflow tracking, and conversation monitoring tools.\" style=\"max-height: 500px\" loading=\"lazy\"><figcaption><em>Plura Agent Monitoring provides real-time AI workflow visibility with live processing logs, response tracking, and conversation monitoring.<\/em><\/figcaption><\/figure>\n<p>For healthcare operators managing appointment workflows, Plura\u2019s <a href=\"https:\/\/www.plura.ai\/industries\/healthcare\" target=\"_blank\" rel=\"noindex nofollow\">healthcare infrastructure supports the no-show improvement mentioned earlier<\/a> through AI-driven follow-up and reminder workflows.<\/p>\n<h2>2026 HIPAA Updates That Affect Live Transfers<\/h2>\n<p>The HIPAA regulatory landscape has shifted materially since 2025, and these changes directly affect how you structure live transfer workflows and supporting systems. Key developments as of September 2026 include the following items.<\/p>\n<ul>\n<li><strong>Encryption now mandatory:<\/strong> <a href=\"https:\/\/carecade.org\/blog\/hipaa-2026-updates-home-care-agencies\" target=\"_blank\" rel=\"noindex nofollow\">The February 2026 HIPAA updates removed the \u201caddressable\u201d designation for encryption<\/a>, making AES-256 at rest and TLS 1.2 or higher in transit mandatory, with no documented alternatives permitted.<sup data-disclaimer-id=\"23\" data-disclaimer-index=\"2\">2<\/sup><\/li>\n<li><strong>Proposed Security Rule updates still pending:<\/strong> <a href=\"https:\/\/contactcenterguide.com\/hipaa-compliant-contact-center\" target=\"_blank\" rel=\"noindex nofollow\">The January 2025 Notice of Proposed Rulemaking moved to the long-term regulatory agenda with anticipated final action in July 2027<\/a>. Proposed requirements include MFA for all ePHI access, vulnerability scanning every six months, and annual penetration testing.<\/li>\n<li><strong>Increased enforcement:<\/strong> <a href=\"https:\/\/medicalcallcenternews.com\/issue\/july-2026\" target=\"_blank\" rel=\"noindex nofollow\">OCR collected nearly $7.9 million across 18 enforcement actions in 2025<\/a>.<sup data-disclaimer-id=\"24\" data-disclaimer-index=\"3\">3<\/sup> The most common findings involved missing risk analyses, lack of encryption, and inadequate access controls. Roughly one-third of 2025 healthcare data breaches originated with business associates.<\/li>\n<li><strong>AI governance:<\/strong> Any AI voice agent that processes calls where PHI is spoken, transcribed, recorded, or passed to a language model falls under HIPAA requirements. Voice channels create additional considerations because real-time transcription creates PHI in new formats.<\/li>\n<\/ul>\n<p>Call centers can use these developments as a roadmap for technology planning and vendor selection. Encryption, MFA, and clear AI governance now sit at the center of live transfer design.<\/p>\n<h2>Frequently Asked Questions<\/h2>\n<h3>Is live transfer HIPAA compliant?<\/h3>\n<p>Live transfer HIPAA compliance is achievable with the right safeguards in place. Live voice-only calls fall primarily under the HIPAA Privacy Rule, which requires reasonable safeguards and minimum necessary disclosures. When a call is recorded, transcribed, or routed through an electronic system, the Security Rule\u2019s technical safeguards also apply, including encryption, access controls, and audit logging. The key is implementing these controls before PHI is discussed. Consult qualified counsel to evaluate your specific call workflows.<\/p>\n<h3>What is a BAA and do I need one for my phone system?<\/h3>\n<p>A Business Associate Agreement (BAA) is a contract between a covered entity and any vendor that creates, receives, maintains, or transmits PHI on its behalf. If your phone system vendor handles PHI through call recordings, transcripts, or metadata tied to identifiable patients, a BAA is typically in place before PHI is shared. The BAA should cover the specific features in use, not just the platform in general. AI features such as transcription and sentiment analysis are frequently excluded from BAAs written around the core platform, so verify coverage by feature name. Each subprocessor in the vendor\u2019s stack may also have its own BAA.<\/p>\n<h3>What encryption is used for HIPAA-related calls?<\/h3>\n<p>For calls involving PHI that are recorded or routed through electronic systems, TLS 1.2 or higher for signaling and SRTP for media encryption represent the current technical standard. For stored recordings and transcripts, AES-256 encryption at rest is the benchmark. As of February 2026, encryption applies to PHI in transit and at rest, with the prior \u201caddressable\u201d designation removed. Standard PSTN calls are not encrypted, so VoIP with appropriate encryption controls has become the standard for healthcare call center environments. Consult qualified counsel to confirm the requirements for your specific configuration.<\/p>\n<h3>Can AI voice agents support HIPAA-compliant transfers?<\/h3>\n<p>AI voice agents can support HIPAA-compliant transfers when deployed on infrastructure with BAA coverage, encryption, access controls, and audit logging. AI agents can enforce consistent identity verification as a hard call-flow gate, follow approved scripts to minimize unnecessary PHI disclosure, and produce structured audit logs for every interaction. The weakest vendor in the stack determines the overall compliance posture, so evaluating the full subprocessor chain, including model providers and transcription services, remains essential. Plura AI provides FCC-licensed infrastructure that supports these requirements, with SOC 2 Type II certification, HIPAA alignment, and ISO certification.<\/p>\n<h3>What are the most common HIPAA issues in call centers?<\/h3>\n<p>As covered earlier, the most common HIPAA issues in call centers include impermissible PHI disclosures, missing BAAs, and inadequate security risk analysis. In live transfers specifically, frequent failures involve skipping identity verification, sharing more PHI than necessary, using unencrypted lines, failing to log transfer events, and leaving detailed clinical information in voicemails. Organizations that navigate OCR audits successfully maintain a current documented risk analysis, recent workforce training records, and documented breach responses for every incident.<\/p>\n<p><a href=\"https:\/\/plura.ai\/ai-voice-demo\" target=\"_blank\" rel=\"noindex nofollow\"><strong>Schedule a Plura AI demo<\/strong><\/a> to review AI-enforced call flows, immutable audit logs, and encrypted U.S. infrastructure that support your live transfer compliance strategy.<\/p>\n<\/blockquote>\n<\/li>\n<\/ol>\n<hr data-disclaimer-divider=\"true\">\n<div data-disclaimer-footer=\"true\">\n<p data-disclaimer-id=\"22\" data-disclaimer-type=\"content_based\"><sup data-disclaimer-index=\"1\">1<\/sup> Plura AI maintains SOC 2, HIPAA, ISO, and GDPR posture as part of its platform infrastructure. References to compliance frameworks in this article describe Plura\u2019s platform capabilities and do not constitute a guarantee that any customer using Plura will themselves be compliant with applicable laws or standards. Customers remain solely responsible for their own regulatory obligations, certifications, consent management, recordkeeping, and the claims they make to their own end users. Consult qualified legal counsel for guidance specific to your use case.<\/p>\n<p data-disclaimer-id=\"23\" data-disclaimer-type=\"content_based\"><sup data-disclaimer-index=\"2\">2<\/sup> This article describes regulatory frameworks at a general level and does not constitute legal advice. Laws and regulations vary by jurisdiction, change over time, and apply differently depending on facts and circumstances. Readers should consult qualified legal counsel before making compliance decisions.<\/p>\n<p data-disclaimer-id=\"24\" data-disclaimer-type=\"content_based\"><sup data-disclaimer-index=\"3\">3<\/sup> Performance figures, customer outcomes, and industry statistics referenced in this article are drawn from cited third-party sources or Plura customer case studies. Individual results vary based on implementation, use case, industry, audience, and execution. Past or aggregate performance is not a guarantee of future results.<\/p>\n<p data-disclaimer-id=\"25\" data-disclaimer-type=\"content_based\"><sup data-disclaimer-index=\"4\">4<\/sup> References to third-party products, services, companies, or research are made for informational and comparative purposes only. Plura AI is not affiliated with, endorsed by, or sponsored by any third party named in this article unless explicitly stated. Trademarks and product names referenced remain the property of their respective owners.<\/p>\n<p data-disclaimer-id=\"21\" data-disclaimer-type=\"fixed\">This article is provided for informational purposes only and reflects Plura AI\u2019s understanding at the time of publication. Product capabilities, integrations, and specifications are subject to change. For the most current information, visit plura.ai.<\/p>\n<p data-disclaimer-id=\"27\" data-disclaimer-type=\"fixed\">This article was produced with the assistance of AI tools and reviewed by Plura AI prior to publication.<\/p>\n<\/div>\n<section data-read-next=\"true\">\n<h2>Read Next<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.plura.ai\/articles\/live-transfer-call-center-software\" target=\"_blank\">Live Transfer Call Center Software: How It Works<\/a><\/li>\n<li><a href=\"https:\/\/www.plura.ai\/articles\/live-transfer-script-examples\" target=\"_blank\">Live Transfer Script Examples for Contact Centers<\/a><\/li>\n<li><a href=\"https:\/\/www.plura.ai\/articles\/live-transfer-insurance-2026\" target=\"_blank\">Live Transfer for Insurance: In-House AI vs. Vendors<\/a><\/li>\n<li><a href=\"https:\/\/www.plura.ai\/articles\/live-transfer-vs-cold-transfer\" target=\"_blank\">Live Transfers: How AI Scales Warm Handoffs<\/a><\/li>\n<li><a href=\"https:\/\/www.plura.ai\/articles\/hipaa-compliant-ai-answering-service\" target=\"_blank\">HIPAA-Compliant AI Answering Service: What to Look For<\/a><\/li>\n<\/ul>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Plura AI helps call centers run HIPAA-aware live transfer workflows with AI voice agents, BAA support, and audit-ready call routing.<\/p>\n","protected":false},"author":106,"featured_media":1938,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[2],"tags":[],"class_list":["post-1939","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-contact-centers"],"_links":{"self":[{"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/posts\/1939","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/comments?post=1939"}],"version-history":[{"count":0,"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/posts\/1939\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/media\/1938"}],"wp:attachment":[{"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/media?parent=1939"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/categories?post=1939"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.plura.ai\/articles\/wp-json\/wp\/v2\/tags?post=1939"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}