PII & PHI Safeguards

PII-Aware Architecture

Personally identifiable information may include names, email addresses, account identifiers, contact details, screenshots, and other values that can identify a customer or agent. Rumbe’s documented safeguards include:

• —High-sensitivity classification for PII-heavy records
• —Encryption of designated sensitive database fields
• —Role-based access to customer and agent information
• —Organization-level data separation
• —Audit logging of sensitive activity
• —Redaction of recognized patterns before selected LLM processing
• —Controlled export and deletion workflows

Neural Redaction Before AI Processing

Rumbe’s redaction middleware is designed to detect sensitive patterns such as payment-card numbers and replace them with tokens before content is sent to an external LLM provider. Luhn validation can help distinguish a plausible card number from an arbitrary numeric sequence.

Redaction reduces risk but should not be treated as a perfect substitute for data minimization, provider configuration, contractual controls, or human review. Detection coverage must be tested against the customer’s data types and languages.

PHI Access Auditing

• —The user or administrator who accessed the information
• —The role under which access occurred
• —The affected record
• —The fields accessed
• —Whether the action was a read, update, or export
• —The stated access reason
• —Timestamp and request context such as IP address and user agent

This creates an evidentiary trail for access review and internal investigation.

Supporting Healthcare-Sensitive Workflows

Rumbe may support healthcare-grade safeguards when configured under appropriate contractual, operational, and technical controls. A healthcare deployment should address identity, minimum necessary access, approved use cases, retention, incident response, workforce authorization, provider agreements, and whether a Business Associate Agreement is available and executed.

Rumbe should not be used as the sole source of truth for diagnosis, treatment, eligibility, claims, coverage, or other high-impact healthcare decisions.

Sensitive Attachments and Conversations

Screenshots, receipts, forms, and uploaded documents can contain hidden or unexpected personal information. Customers should establish upload limits, file scanning, storage controls, retention periods, and agent procedures. Access to attachments should follow the same tenant, role, and audit requirements as the related ticket.

Forensic Review

• —Who viewed or exported a PHI record?
• —Which fields were involved?
• —What reason was recorded?
• —Which administrative action followed?
• —Was the related AI request traceable?
• —Did the case move between agents or organizations?