# US 10,482,281 B1 · Protecting client personal data from customer service agents > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,482,281 B1 - Document ID: US10482281B1 - Status: Granted - Kind: B1 - Application number: 16/154,663 - Filed: 2018-10-08 - Granted: 2019-11-19 - Earliest claimed: 2018-10-08 - Assignees: Capital One Services, LLC - Applicants: Capital One Services, LLC - Inventors: Fardin Abdi Taghi Abad; Austin Grant Walters; Jeremy Edward Goodsitt; Reza Farivar; Vincent Pham; Mark Louis Watson; Kenneth Taylor; Anh Truong - Web page: https://patentgrep.com/patent/US10482281B1 ## CPC - G06F 21/6245: {Protecting personal data, e.g. for financial or medical purposes} - G06F 16/907: Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually - G06F 21/31: User authentication - G10L 15/08: Speech classification or search - H04L 9/3213: {using tickets or tokens, e.g. Kerberos (network architectures or network communication protocols for entities authentication using tickets in a packet data network H04L63/0807)} - H04L 9/3226: {using a predetermined code, e.g. password, passphrase or PIN (network architectures or network communication protocols for supporting authentication of entities using passwords in a packet data network H04L63/083)} - H04M 3/2281: {Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls} - G10L 15/26: Speech to text systems (G10L15/08 takes precedence) - H04L 2209/42: Anonymization, e.g. involving pseudonyms - H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} - H04M 2203/6009: Personal information, e.g. profiles or personal directories being only provided to authorised persons - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Techniques for providing a real-time service that protects personal data of clients from customer service agents are provided. Customer data that includes personal data indicative of sensitive information of a customer can be received from the customer. The personal data within the received customer data can be detected and a token that does not include the sensitive information of the customer can be generated. The personal data and the generated token can be stored along with data indicating a relationship between the token and the personal data. The personal data in the received customer data can be replaced by the token to form modified customer data. The modified customer data can be provided to a customer service representative. The token within the modified customer data can later be detected and associated with the personal data without revealing the personal data to the customer service representative. ## Claims ### Claim 1 An apparatus, comprising: a storage device; and logic, at least a portion of the logic implemented in circuitry coupled to the storage device, the logic to: receive logon data through an application from a remote computing device; verify a user of the remote computing device based on the received logon data; transmit a query to the user for display on the remote computing device, the query initiated by a customer service representative in communication with the user, the query corresponding to verbal information from the customer service representative; receive response data for the query through the application from the remote device, the response data including sensitive personal information of the user; store the response data in the storage device; indicate to the customer service representative that the response data was received and stored; and generate replacement data and to display the replacement data for the customer service representative when the response data is received, the replacement data not including the sensitive personal information. ### Claim 2 (depends on 1) The apparatus of claim 1, the logic to store the replacement data and data indicative of an association between the response data and the replacement data. ### Claim 3 (depends on 2) The apparatus of claim 2, for each entry of the replacement data into a data field by the customer service representative, the logic to detect entry of the replacement data and to store data indicative of the response data. ### Claim 4 (depends on 1) The apparatus of claim 1, the logon data to include a session identification value. ### Claim 5 (depends on 4) The apparatus of claim 4, the session identification value provided verbally by the customer service representative. ### Claim 6 (depends on 4) The apparatus of claim 4, the logic to transmit the session identification value through at least one of a text message or an email message. ### Claim 7 (depends on 1) The apparatus of claim 1, the remote computing device comprising a smartphone and the application comprising an application provided on the smartphone. ### Claim 8 (depends on 1) The apparatus of claim 1, the application comprising a user interface application provided by a website. ### Claim 9 A method, comprising: establishing a voice call between a user and a customer service representative; receiving logon data from the user through an application from a remote computing device; verifying the user of the remote computing device based on the received logon data; transmitting a query to the user for display on the remote computing device, the query corresponding to verbal information provided by the customer service representative on the voice call; receiving response data for the query through the application from the remote device, the response data including sensitive personal information of the user; storing the response data in a storage device; displaying an indication to the customer service representative that the response data was received and stored without revealing the sensitive personal information of the user to the customer service representative; and generating substitute data based on the response data after receiving the response data and displaying the substitute data for viewing by the customer service representative, the substitute data not including the sensitive personal information. ### Claim 10 (depends on 9) The method of claim 9, further comprising storing data indicative of an association between the substitute data and the response data. ### Claim 11 (depends on 9) The method of claim 9, the logon data to include a session identification value. ### Claim 12 (depends on 11) The method of claim 11, further comprising providing the session identification value verbally by the customer service representative to the user over the voice call. ### Claim 13 (depends on 11) The method of claim 11, further comprising transmitting the session identification value to the user over at least one of a text message and an email message. ### Claim 14 At least one non-transitory computer-readable medium comprising a set of instructions that, in response to being executed on a computing device, cause the computing device to: receive logon data through an application from a remote computing device; verify a user of the remote computing device based on the received logon data; transmit a query to the user for display on the remote computing device, the query initiated by a customer service representative in communication with the user, the query corresponding to verbal information from the customer service representative; receive response data for the query through the application from the remote device, the response data including sensitive personal information of the user; store the response data in a storage device; generate replacement data based on the response data, the replacement data not including the sensitive personal information of the user; and display the replacement data to the customer service representative to indicate the response data was received and stored. ### Claim 15 (depends on 14) The at least one non-transitory computer-readable medium of claim 14, the response data comprising first textual data having a first length, the replacement data comprising second textual data having a second length, the second length no larger than the first length. ### Claim 16 (depends on 14) The at least one non-transitory computer-readable medium of claim 14, the remote computing device comprising a portable computing device and the application comprising an application provided on the portable computing device. ### Claim 17 (depends on 14) The at least one non-transitory computer-readable medium of claim 14, the application comprising a user interface application provided by a website. ### Claim 18 (depends on 14) The at least one non-transitory computer-readable medium of claim 14, the logon data to include a session identification value, the computing device to transmit the session identification value to the user for display on the remote computing device in response to a request from the customer service representative and after voice communications between the customer and the customer service representative are established.