Table of Contents
Who has Access to Redacted PII?
Is Redaction Supported with an API?
How Does Image Redaction Function?
Introduction
We know that in the insurance industry sometimes information is sent that should not be shared such as Personal Identifiable Information (PII) and inappropriate or graphic images. For those reasons, we offer a Redaction solution that adds an extra security layer. We have 2 features that tackle these problems.
1. Automatic Text Redaction
2. Manual Image Redaction
Text Redaction
Built on Amazon Comprehend’s machine learning capabilities, the text redaction model automatically identifies and redacts Personally Identifiable Information (PII) in real time from inbound messages sent by end users —before it reaches unintended recipients.
Redaction mitigates the risk of operators seeing PII who should not be receiving it. This allows insurance organizations to safeguard sensitive content, reduce privacy risk, and meet security and compliance expectations—without slowing down communication.
What PII can be Redacted?
Hi Marley redacts PII within inbound SMS messages from end users with any/all of the following:
Canadian Social Insurance Numbers are not be redacted at this time.
To view examples of PII that our algorithm will redact, click here.
How Does Redaction Function?
We use a mix of regular expressions and standard algorithms to detect what we call a “candidate.”
From there we use the context of the conversation to confirm or reject that the candidate is the entity we suspect. We look for words and phrases that would verify that it’s actually the entity we suspect (e.g. “My SSN”, “Social Security Number”, “Social”, etc.)
We also confirm that the end user isn’t talking about something else that might resemble an SSN (e.g., “my policy number”, “reservation number”, etc.)
Who has Access to Redacted PII?
Only users with Admin permission have the ability to view redacted message content. By clicking on the interactive icon in a message, Admins will be given the ability to view the end user's PII that has been redacted. No other users will be able to view the PII within the interactive redaction cover.
An audit log of all Admins who have viewed the customer's sensitive data is available in the case transcript.
Is Redacted PII Stored?
Yes, Hi Marley stores un-redacted PII in a separate & secure database so that it is available upon the request of an Admin
Un-redacted PII is not stored in Hi Marley's analytics database. Because of this, there is no risk of Un-redacted PII being exposed in any Insights dashboard (My Insights, My Org Insights, My Team Insights).
Is Redaction Supported with an API?
Redaction is fully supported in our API.
Click here to learn more about Hi Marley's Redaction API
Redaction Model Examples
Model Example - Bank Account Number
- My routing number is 103100195
- Account number 261013544
- If you need my bank acc #, it's 444627039
- Great! The routing: 221172186 Account: 123456789012345
Model Example - Credit/Debit Card Redaction
- New card #4737031016704691
- My credit card number is 4737 0280 2024 3120
- My debit # is 4661-8800-7526-4017
- Here is my card info 5236800102491733. 12/24. 364
Model Example - Driver's License Number
- Lic number s27272667.
- JD359885 ...My daughter: Jane Doe’s DL #, she was the driver
- UT driver’s license # 153051881 exp 09/24/2024
- My license nmbr H160 4376 37274376 3727
Model Example - Social Security
- Father-in-laws SS# 123-45-6789.
- Social is 123-45-6789
- The following: 021 77 0408 is my ssn
- Of course you can have my s.s.#. It's 121212121
Manual Image Redaction
Image Redaction offers a manual solution for a user with permission to redact or hide an image from the conversation and transcript. This offers flexibility so that the user or manager can use their discretion to hide images they believe are sensitive.
How Does Manual Image Redaction Function?
Given a user has permission, they will be able to hover over the image and notice a "Redact Image" option in the dropdown menu.
From there, users will be prompted to check that they do want to redact the image.
Once it is redacted, it is not easy to un-redact it without Hi Marley's assistance. Once they click "Redact Image," it will hidden from the conversation and all transcripts. No other users will be able to see the image unless they have permission to do so. A badge will pop up indicating when and who redacted or viewed the image.
Viewing Redacted Images
Users with permission can view the image by clicking on the same hover dropdown. From there they will receive another pop-up reminding them that they are viewing sensitive information. The image will be shown in the pop-up and once closed, the image will remain redacted in the platform. There is no way of un-redacting an image without Hi Marley's assistance.
Are Redacted Images Stored?
Yes, Hi Marley stores un-redacted images in a separate & secure database so that it is available upon the request of an Admin