Call Analytics Dashboard

Customer Service Call Summary & Analysis

Summary
Customer's Issue or Inquiry: The customer, KC Lee (Casey), reported unauthorized transactions on their account: $100 on March 1st, $250 on March 3rd, and $75. Agent's Actions or Responses: Morgan assisted by placing a temporary hold on the account to prevent further unauthorized activity. They raised a dispute for the mentioned charges and sent details of the action via email to [email protected]. Additionally, Morgan ordered an expedited replacement debit card, updated the mailing address, and advised KC Lee to monitor their account for any additional suspicious activities. Resolution Status: The immediate issue was addressed by securing the account and initiating a dispute process. Further follow-up from Chase's fraud department is expected within the next few days. Tone and Sentiment: The interaction was professional and empathetic, with Morgan providing clear guidance and reassurance to KC Lee regarding the security of their account. Next Steps (if applicable): KC Lee should monitor for further unauthorized activity and report it immediately. They will also receive follow-up communication from Chase's fraud department in a few days regarding the dispute process.
Metrics
SuccessTrue
Audio Length Seconds195.32
Word Count442
LLM Metrics
AI PromptTruncated – What is each caller's role?
Speaker Count2
Role Role Justification
Morgan

agent		 Morgan identifies themselves as part of Chase Bank Customer Service and performs actions typical for a call center agent.
Casey/KC

customer		Casey/KC is the individual receiving assistance, raising disputes regarding transactions, indicating they are the customer.
AI PromptTruncated – What are the categories of this call?
Call Categories
  • Customer Service
  • Billing and Account Management
  • Complaints and Disputes
AI Prompt Truncated – What are customer's call objectives?
Customer
Call
Objectives
  • Report unauthorized transactions.
  • Request a new debit card.
AI Prompt Truncated – What actions were taken by the agent?
Agent Actions Taken
  • Verified customer details for security.
  • Placed a temporary hold on the account.
  • Raised disputes for the specified charges.
  • Sent dispute information via email.
  • Ordered and expedited a new debit card.
AI Prompt Truncated – Check if each customer objective was resolved
Objective
Resolved?		Resolution
Report unauthorized transactions.

yes		The agent placed a hold on the account and raised disputes for the charges.
Request a new debit card.

yes		The agent ordered an expedited new debit card.
AI Prompt Truncated – Check if each customer objective was resolved
Customer Remaining Tasks
  • Monitor the account for further unauthorized activity and report immediately if any is detected.
Agent Remaining Tasks
  • Ensure follow-up communication from the fraud department reaches the customer within the next few days.
AI Prompt Truncated – Combine the above into a written summary of the call.
The call lasted min:sec minutes and seconds, with Casey/KC identified as speaker # (customer), and Morgan as speaker # (call center agent). The call is categorized as Customer Service, Billing and Account Management, Complaints and Disputes. The customer's objectives were to report unauthorized transactions and request a new debit card. The agent took the following actions: verified customer details for security, placed a temporary hold on the account, raised disputes for the specified charges, sent dispute information via email, ordered and expedited a new debit card.
The first customer objective of the call was to report unauthorized transactions and it was achieved by the agent by placing a hold on the account and raising disputes for the charges. The second customer objective was to request a new debit card and this was also achieved as the agent ordered an expedited new debit card.
The remaining tasks for the customer are to monitor the account for further unauthorized activity and report immediately if any is detected, and the remaining tasks for the agent are to ensure follow-up communication from the fraud department reaches the customer within the next few days.