Nicole Arroyo has filed a class action lawsuit against Google, LLC, alleging that the tech giant violated privacy laws by recording and analyzing customer service calls without consent. The complaint was filed on October 27, 2025, in the Superior Court of California for Santa Clara County. The case accuses Google of using its Google Cloud Contact Center AI (GCCCAI) to unlawfully eavesdrop on conversations between Verizon customers and service representatives.
The plaintiff, Nicole Arroyo, claims that Google’s GCCCAI software records and analyzes phone conversations without obtaining prior consent from the individuals involved. This practice allegedly violates Arizona’s Telephone, Utility, and Communication Service Records Act (TUCSRA), which mandates that companies must have authorization from customers before accessing their telephone records. Arroyo argues that Google conspires with Verizon to listen in on customer calls, capturing sensitive information such as call duration and charges without informing the customers.
Arroyo recounts her personal experience of calling Verizon’s customer service line in February and May 2025. She describes interacting with a virtual agent provided by Google without her knowledge or consent. When transferred to a human agent, she believed the conversation was private between herself and the Verizon representative. However, unbeknownst to her, Google’s session manager continued to monitor and transcribe the conversation in real-time.
The lawsuit seeks to prevent further violations of privacy rights by Google and demands statutory damages for each violation of TUCSRA § 44-1376.01(A)(1). The relief sought includes preliminary and equitable relief as well as monetary compensation for actual damages suffered by the plaintiff and any profits made by Google from these violations. Additionally, Arroyo requests reasonable attorney fees and litigation costs.
Representing Arroyo is Neal J. Deckant from Bursor & Fisher, P.A., who is advocating for a class defined as all Verizon account holders in Arizona affected by this alleged breach of privacy. The case is being overseen by Judge L. Ayala under Case No. 25CV478687.
Source: 25CV478687_Nicole_Arroyo_v_Google_County_of_Santa_Clara_California.pdf
