US 12,225,155 B2
Systems and methods for authenticating a caller at a call center
Lucas Wiechman, Normal, IL (US); Matthew Burgund, Bloomington, IL (US); Mark Biersdorf, Bloomington, IL (US); Gary Littell, Goodfield, IL (US); and Dan Hlavac, Normal, IL (US)
Assigned to State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed by State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed on Aug. 22, 2022, as Appl. No. 17/892,736.
Application 17/892,736 is a continuation of application No. 16/674,450, filed on Nov. 5, 2019, granted, now 11,425,242.
Application 16/674,450 is a continuation of application No. 16/180,503, filed on Nov. 5, 2018, granted, now 10,594,860, issued on Mar. 17, 2020.
Application 16/180,503 is a continuation of application No. 15/806,585, filed on Nov. 8, 2017, granted, now 10,158,754, issued on Dec. 18, 2018.
Application 15/806,585 is a continuation of application No. 15/474,645, filed on Mar. 30, 2017, granted, now 9,894,199, issued on Feb. 13, 2018.
Claims priority of provisional application 62/318,560, filed on Apr. 5, 2016.
Claims priority of provisional application 62/345,473, filed on Jun. 3, 2016.
Prior Publication US 2022/0400176 A1, Dec. 15, 2022
Int. Cl. H04M 3/42 (2006.01); H04M 3/523 (2006.01); H04M 7/00 (2006.01)
CPC H04M 3/42068 (2013.01) [H04M 3/42042 (2013.01); H04M 3/523 (2013.01); H04M 7/006 (2013.01); H04M 2203/558 (2013.01); H04M 2203/60 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer system for authenticating an identity of a caller, the computer system comprising:
at least one processor in communication with at least one memory device, the at least one processor configured to:
receive, via a phone call path opened by an application executed on a mobile device, one or more phone credentials including phone information associated with a phone call initiated using the mobile device;
determine, by comparing the one or more phone credentials to stored user identities within the at least one memory device, a preliminary identity of the caller of the phone call;
receive, via an online path opened by the application or the mobile device, one or more online credentials associated with the caller initiating the phone call, the one or more online credentials previously inputted by the caller to activate the application or the mobile device;
authenticate the caller by comparing the preliminary identity of the caller to the one or more online credentials; and
generate authentication status information based on the authentication of the caller, wherein the authentication status information includes a level of assurance associated with the authentication of the caller, and wherein the level of assurance is determined to be high based on a temporarily assigned phone number to the caller.