Covered California Certified Enroller Practice Exam

When providing phone assistance, what is required from the consumer to access their PII?

1. Written consent only

2. Oral consent and written attestation

3. Phone verification from another family member

4. No consent is needed

The correct answer is: Oral consent and written attestation

When providing phone assistance, oral consent and written attestation from the consumer are required to access their Personally Identifiable Information (PII). This protocol is in place to ensure the protection of sensitive information and the privacy of individuals. Oral consent allows the consumer to verbally confirm their identity and acknowledge that they understand their information will be accessed. However, this is not sufficient on its own; the written attestation serves as a documented verification that the consumer has given permission for their information to be accessed. This two-step process helps to securely manage access to PII and reinforces the importance of protecting consumer privacy. Establishing both oral consent and a written attestation creates a more robust safeguard against unauthorized access to personal information, complying with legal and regulatory standards regarding data protection.