chatGPT and transcript assessments

chatGPT_transscript_assess.md

chatGPT and transcript assessments

1. create a chat session with https://chat.openai.com/chat
2. paste into the chat this transcript, asking it how could the agent could have done better.

Here is a conversation between a call center agent and  a customer transcribed by automatic speech recognition: 

"agent  - Thank you for calling member services my name is Amber can I have your member ID and Social Security number to validate your . account
customer  - , um sure I thought I just put that near IB our system but let me take it up . again
agent  - . Yeah We're We're going to need that . again
customer  - . Yeah , um okay It's It's a B C . [REDACTED [REDACTED [REDACTED [REDACTED [REDACTED
agent  - , Okay thank , you , Sir may I ask what type of issue you're . experiencing
customer  - , Yeah so I have a bill for a procedure that insurance should have covered by Dennis so I'm trying
agent  - , Um
customer  - to figure out . why
agent  - , okay , so , Sir what type of issue are you experiencing I I can't quite help us until I know what category your problem is so member services handles issues regarding . H . m o p p o s pharmacy benefits Medicare Medicaid billing Invoicing payments no , payments no shows authorizations post authorizations and death benefits , um what kind of service are you looking . for
customer  - , Um I guess this is . billing
agent  - , Okay and what's the . problem
customer  - Will we just went over the so I received the bill the insurance should have . covered
agent  - . Okay um so I'm looking at your record now and there are no outstanding payments to be made on your behalf um it doesn't look like this is a member services issue the claims Department perhaps be more helpful their number is . [REDACTED [REDACTED [REDACTED [REDACTED [REDACTED
customer  - , No , no , no I , mean that this is an acclaimed I'm just trying to get my bills sorted . out
agent  - , Um , okay let me take another look I I don't see the pre authorizations on your account did you obtain [REDACTED from your primary care provider before receiving treatment are pre authorization process requires that your primary care provider fill out and send the authorization form to the specialist with the numbers requesting services from a specialist is not received the free authorization form by the Predetermine date of service then you will not be eligible to receive your . benefit
customer  - , Well , Yeah I , mean my doctor filled out the pre authorization , form but I don't know if if my specialist received that in . time
agent  - . Okay unfortunately there's nothing I can do for you at this time the authorization form you filled out is no longer valid you will need to go back to your primary care provider fill out a new authorization form and submit the new form to the specialist you will need a special dispensation in order to have the free authorization form process after the date of your . procedure
customer  - What does this sounds ridiculous it is there anything you can . do
agent  - , No , Sir not at the moment please feel free to reach out to me if you have any questions or any other types of issues that Member Services covers or the proposition process thanks and enjoy your . day . Hmm". 

How could the agent have done better?

3. See the guidance generated by the AI.
4. Now ask it 5 things at once challengint it to provide the kind of value Cogito would:

Please do 5 things: 1) in a single word say how the customer felt, 2) give 5 keywords to summarize the conversation, 3) provide a concise summary of the conversation, 4) give some tips for how the agent could do better and 5) in a single word yes/no say whether the customer's issue was resolved