Kari greets the 3rd party politely and does a good job recapping the issue and from there setting the correct expectations regarding its disbursement.
Inch:
Ownership- (0:45-3:59) During this time Kari avoids taking the call promptly and keeps the 3rd party agent, waiting on the line. Whether it's a direct or indirect client of ours waiting on the line, we should be sure to take the call promptly for efficiency purposes and it shows we value their time.