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Phone Call Recordings May Be Requested by Claimants If They're Deemed Relevant to a Benefits Claim
ERISAProsLink to more items from this source
[Guidance Overview]
July 19, 2021

"The DOL ... concluded that recordings of conversations with participants would not be excluded from any disclosure just because the claims administrator or plan doesn't include that recording within its own administrative record, doesn't treat the transcript or recording as a part of the claim's activity history through which the claim is developed, tracked, and administered or because that transcript or recording was created for quality assurance."

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