Check casino support calls for disclosures and verification, even without speaker labels

Fields

• Channel (call)
• The call transcription, start to finish

Questions

1. Is this text a transcription of a spoken call? Yes / No

   The other questions mean something only when the answer is yes. Yes: The text reads as speech between two or more people. No: The text is written correspondence such as an email or a chat.

2. Can you tell from the content which words come from the representative and which from the customer? Yes / No

   Yes: For most of the call it is clear from what is said who is speaking. No: It is often unclear who says what, so answers about who did what are unreliable.

3. Is the customer told that the call is recorded or monitored? Yes / No

   A recorded announcement captured in the transcription counts. Yes: The call contains a statement that it is recorded or monitored. No: No such statement appears.

4. Does the representative give their own name? Yes / No

   Yes: The person answering for the company states their name. No: They never state their name.

5. Is the company named by its representative or announcement? Yes / No

   Yes: Kestrel Play is named on the company side. No: The company is never named.

6. Was the customer's identity confirmed before account details were discussed? Choice

   • Before account details The customer was asked for identifying details and answered before balances, transactions, documents or limits were discussed.
   • Only after details were discussed Identifying details were asked for only after account details came up.
   • Not done Account details were discussed and no identity check took place, or the representative gave the details themselves.
   • Not needed No account details were discussed on the call.

7. Did the customer clearly agree before any change was made to their account? Choice

   Changes include a limit, a closure, a self-exclusion, a payment, a withdrawal cancellation or a change of details.

   • Agreed first Every change was made after the customer clearly agreed to it.
   • Made without agreement A change was made without the customer clearly agreeing first.
   • No change made No change was made to the account on the call.

8. Is a full card number, card security code or password spoken on the call? Yes / No

   Yes: Such a value appears in full in the transcription. No: No such value appears in full. The last four digits of a card do not count.

9. Before the call ends, does the representative check whether the customer needs anything else? Yes / No

   Yes: The representative asks if there is anything else or confirms the customer is happy with the outcome. No: The call ends without such a check, or the transcription stops abruptly.

10. Overall, how did the call meet the call standards? Choice

    • Met Every standard that applied to this call was met.
    • Minor gaps A standard was met late or incompletely, and none was missed outright.
    • Material gap At least one standard that applied was missed outright.

Lens columns

is_call_transcript, is_call_transcript_probability, speakers_distinguishable, speakers_distinguishable_probability, recording_notice, recording_notice_probability, representative_named, representative_named_probability, company_named, company_named_probability, identity_check, identity_check_probability, consent_before_change, consent_before_change_probability, sensitive_data_spoken, sensitive_data_spoken_probability, anything_else_check, anything_else_check_probability, compliance_outcome, compliance_outcome_probability