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US 10,542,145 B1Granted
Method and apparatus for navigating an automated telephone system
AssigneeCreative Empowering Solutions, LLC
InventorsSusan Cheek, Shawn Storie
Life of this patent
Estimating the term…
Abstract
A system and method of navigating an automated telephone answering system (TAS) may include recording incoming and outgoing portions of a call with the TAS, separating the recording into a series of prompt-response segments, customizing at least one response, and storing the segments as a script for use in subsequent calls to the TAS.
Claims20
A method of navigating a health insurance provider automated telephone answering system (TAS), the method comprising:
- accessing a recording of a first audible interaction with a health insurance provider TAS, the recording comprising two or more prompts from a health insurance provider TAS and responses to the prompts, the two or more prompts comprising at least one of the following patient information:
- a patient ID, a healthcare provider ID and/or a patient date of birth;
- dividing said recording into two or more segments, each segment comprising one of the two or more prompts and the response to said one prompt;
- after dividing the recording, displaying each segment for review using a call script editor including an interface, the interface configured to present an audible recording or a text version of each of the two or more prompts and the responses provided for the two or more prompts, the call script editor further configured to receive a user input to revise or confirm the responses in order to provide verified segments, each of the verified segments including a verified response for an associated prompt;
- selecting one or more keywords for at least one of said verified segments;
- receiving said user input to revise or confirm the responses in order to provide said verified segments;
- storing the verified segments as a call script file;
- establishing a connection by telephone with the health insurance provider TAS;
- using the call script file to audibly interact in a second audible interaction with the health insurance provider TAS, the second interaction including:
- converting at least one TAS prompt from an audible form to text using a speech-to-text engine;
- comparing the text to the one or more keywords in order to associate the at least one TAS prompt with a verified response included in said call script file;
- and
- responding to the at least one TAS prompt using the verified response.
10 more elements
A method of navigating a health insurance provider automated telephone answering system (TAS), the method comprising:
- accessing at least one of two or more segments of a recording of a first audible interactions with a health insurance provider TAS, the audible interactions including two or more prompts from a health insurance provider TAS, the two or more prompts comprising a request for at least one of the following patient information:
- a patient ID, a healthcare provider ID and/or a patient date of birth, each of the two or more segments including one of said two or more prompts;
- displaying said at least one segment using a call script editor having a call script editor interface, the interface configured to present an audible recording or a text version of a prompt for said at least one segment;
- providing a menu of responses to said prompt and receiving a user input selecting a response from said menu of responses;
- storing said response as part of a call script file;
- after establishing a connection by telephone with the health insurance provider TAS, using the call script file to audibly interact in a second audible interaction with the health insurance provider TAS, the second audible interaction including:
- converting at least one TAS prompt from an audible form to text using a speech-to-text engine;
- comparing the text to one or more keywords in order to associate the at least one TAS prompt with said response included in said call script file;
- and
- responding to the at least one TAS prompt using said response to obtain health insurance benefit information for a patient.
7 more elements
A system for navigating a health insurance provider automated telephone answering system (TAS), the system comprising:
- a computer configured to perform call script editing, the computer configured to:
- access at least one of two or more segments of a recording of an audible interaction with a health insurance provider TAS, the audible interaction including two or more prompts from a health insurance provider TAS, the two or more prompts comprising a request for at least one of the following patient information:
- a patient ID, a healthcare provider ID and/or a patient date of birth, each of the two or more segments including one of said two or more prompts;
- display said at least one segment using a call script editor graphical user interface, the interface configured to present an audible recording or a text version of a prompt for said at least one segment;
- provide a menu of responses to said prompt and receiving a user input selecting a response from among said menu of responses;
- create a call script file linking said prompt with said response;
- establish a connection by telephone with a health insurance provider TAS;
- and
- audibly interact with a health insurance provider TAS using the call script file, the audible interaction including converting at least one TAS prompt from an audible form to text using a speech-to-text engine, comparing the text to one or more keywords in order to associate the at least one TAS prompt with said response included in said call script file, and responding to the at least one TAS prompt using said response to obtain benefit information for a patient.
6 more elements
Dependencies are inferred from the claim text.