The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 18, 2025
Filed:
May. 04, 2023
Aetna Inc., Hartford, CT (US);
Matthew A. Churgin, Lansing, MI (US);
Sheikh Sadid Al Hasan, Weymouth, MA (US);
Prasad Telukuntla, Fremont, CA (US);
Aetna Inc., Hartford, CT (US);
Abstract
Systems and methods for automated summarization of customer service calls in a specialized field, such as medical services and insurance, are disclosed. Call transcripts are processed to determine the utterances and corresponding speakers in a customer service call. A feature vector is generated for each utterance and processed through a trained intent model to assign intent labels. The utterances are then filtered based on the intent labels to generate an extractive summary. The extractive summary is processed through a trained summarization model to generate a natural language summary for the customer service call.