A method, system, and program for billing for service provided to destination device according to the calling plan of the individual receiving the call. An authenticated identity for a callee answering a call placed to a destination device is received at an intermediary device. The intermediary device then accesses a billing plan for the authenticated identity of the callee and loads the billing plan for specifying charges for the call, such that telephone service billed to the callee is accessible at multiple destination devices.

A mobile device (110) and an emergency entity (120) in a mobile network (130) accommodate emergency calls. The network is coupled to a medical database (140) comprising respective electronic health records (EHR) regarding respective persons. The mobile device is arranged to obtain the encrypted medical identifier of a user of the device; and, upon establishing that the user may be a victim of the emergency, to include the encrypted medical identifier in the emergency message during an emergency call. The emergency entity is arranged to retrieve the encrypted medical identifier from the emergency message, and to access the medical database to retrieve at least one electronic health record based on the encrypted medical identifier for enabling forwarding of information from the electronic health record to responders to an emergency.

The invention discloses a method for modifying functionality of a real-time communications system. The method comprises establishing a real-time communication session (100) between a first participant (A) and a second participant (B); responsive to detecting a trigger event, selecting a first redaction algorithm (112) of a plurality of redaction algorithms; and adding the first redaction algorithm to the real-time communication session as a virtual participant (C). The first redaction algorithm is configured to redact data appearing in a data stream to be transmitted from the first participant to the second participant during the real-time communication session.

A number management unit (11) of a number management system (1) generates a transaction using number portability information including a hashed telephone number and connection destination information, newly generates and approves a block using multiple transactions, and stores the block in a number database (13) as a blockchain. A number resolution unit (12) hashes a telephone number that is a query target using a hash function, searches transactions in a blockchain using the hashed telephone number as a key, and sends connection destination information corresponding to the telephone number that is the query target as a response.

A method for selectively transcribing voice communications that includes: receiving keywords; receiving an audio stream of audio data of speech; searching the audio stream to detect keywords or keyword detections and recording parameter data for each that includes a location of the keyword within the audio stream; generating one or more cumulative datasets for one or more portions of the audio stream that each includes parameter data for the keyword detections occurring therein; for each of the one or more portions of the audio stream, calculating a transcription favorableness score via inputting the corresponding one of the one or more cumulative datasets into an algorithm; and determining whether to transcribe each of the one or more portions of the audio stream by comparing the corresponding transcription favorableness score against a predetermined threshold.

A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.

Embodiments described herein disclose methods and systems for providing selective data access to representatives. In some embodiments, the system can monitor a call between a user and a representative regarding a subject matter. The user can have an associated profile with data, and the data can be locked such that the representative cannot access the data. During the conversation between the representative and the user, the system can continuously convert both parties' speech into text. The system can determine an intent of the call based on the text and unlock a portion of the data about the user based on the determined intent of the call. Only the unlocked portion of the data is displayed to the representative.

Concepts and technologies are disclosed herein for extracting and redacting sensitive information from audio. A call having audio and being associated with a customer can be received at a computing device, and the call can be routed to an agent device. During the call, the computing device can detect an impending disclosure of sensitive personal information of the customer. The computing device can generate, during the call, sensitive data that can correspond to the sensitive personal information. The sensitive data can be generated based on sensitive audio of the call. The computing device can provide modified audio to the agent device in real-time or non-real-time. The modified audio can include nonsensitive audio of the call and can omit the sensitive audio. The sensitive data can be provided to a call handling application that is in communication with the computing device and with the agent device.

A computer-implemented method for validating the origination of an incoming customer call on a wireless communication network may include receiving a SIP invite message at the wireless communication network when the call is initiated, determining whether the SIP invite message includes one or more indicators indicating that the call originated within the wireless communication network from a device with a SIM registered in the wireless communication network, and writing a classification code to a database indicating that the call is validated if the SIP invite message includes the one or more indicators. The method may further include receiving the call at an agent computer device with caller identification information, querying the database via the agent computer device according to the caller identification information to obtain the classification code of the customer call, and suppressing a step used for call authentication if the classification code indicates that the call is validated.

According to one embodiment, a computing device may conduct an active telephone conversation and a proximity of the computing device to a second computing device may be determined to be within a predetermined distance. Moreover, a determination of a capability of the second computing device to conduct a telephone conversation may be made, and in response to such determinations, the active telephone conversation may be transferred from the computing device to the second computing device. In an example, when a user holding a telephone conversation moves near a smart speaker, the telephone conversation may be transferred to the smart speaker from the user's mobile device, should the user desire such a transfer. Moreover, as the user moves around, the telephone conversation may move with the user from device to device, enabling a seamless and intuitive telephone conversation experience for the user.