Privacy statement regarding the recording of calls
The following privacy statement contains the data protection information that applies for call recording. The general information set forth in Art. 13 GDPR also applies to the processing of data by Techniker Krankenkasse (TK) insofar as no alternative provisions have been agreed on this point.
In the following, we explain which personal data are collected in connection with call recordings, the purposes for which they are collected and your rights with regard to your personal data.
Purpose and legal basis of data processing
Calls are recorded for training and quality control purposes. The legal basis for the processing of these data is your consent as set forth in Art. 6(1)(a) GDPR. We will only start recording the call once you and the TK employee have given your/their consent. TK initiates a technical query process for a certain percentage of calls. You will be asked whether you consent to the recording of your call. The employee will give their consent by selecting one of the recording modes in the telephony software.
Type of data collected
The personal (social) data consist firstly of recordings of customer telephone calls and secondly of metadata (telephone numbers, timestamps etc.).
A prescribed identification and authentication process takes place during the customer call depending on the topic on which advice is being sought and the depth of the advice given. The call recording will therefore contain the personal (social) data requested from you for this purpose.
Data recipients
The data will only be made available to TK employees who need them to achieve the stated purposes. The employees in question are your direct contact and his/her manager and/or coach. The forwarding and duplication of the recordings and the data they contain are technically prohibited.
Storage period
The recordings are stored for a maximum of 14 days unless you withdraw your consent beforehand.
Your rights
In general, you have the following rights:
- the right of access to information (Art. 15 GDPR)
- the right to rectification (Art. 16 GDPR)
- the right to erasure (Art. 17 GDPR)
- the right to restriction of processing (Art. 18 GDPR)
- the right to object (Art. 21 GDPR)
Please send an e-mail withdrawing your consent and requesting the associated deletion of the recording to QMS@tk.de. You can use the following sample text:
I herewith withdraw my consent to the processing of my personal data in connection with the recording of our call on [date]. The conversation was recorded during a call using my telephone number [telephone number].
I also ask that you erase the personal data stored in connection with the recording and send me confirmation of the erasure without delay.
Contact information for data protection officers and supervisory authorities:
Beauftragte/r für den Datenschutz [Data Protection Officer]
Bramfelder Str. 140
22305 Hamburg, Germany
E-mail: datenschutz@tk.de
The Bundesbeauftragte für Datenschutz und die Informationsfreiheit [Federal Commissioner for Data Protection and Freedom of Information]
Bundesamt für Soziale Sicherung [Federal Office for Social Security]
https://www.bundesamtsozialesicherung.de/
Last updated: 25. January 2024