Transcript
A written, text record of what was said during a call — kept whether or not the actual audio is, and a genuinely different question from whether a call was recorded.
“Was the call recorded” and “is there a record of what I said” sound like the same question and aren't. A transcript is a derived record, not the original event — automated speech-to-text guesses word by word at what was said, and background noise or an unusual name can produce small errors. A transcript is strong evidence of a conversation; it isn't a courtroom-grade guarantee of one.
A customer calls back three days later insisting they gave a different pickup time than what the kitchen had. Audio was never turned on for that location, but a manager with appropriate access reads the written record instead — not a summary, the actual exchange — and it settles the question cleanly.
The single most common mistake is assuming “the call wasn't recorded” settles whether any record exists at all. It doesn't — a recording and a transcript are two separate things with two separate defaults, and hearing that recording is off says nothing about whether a written record was kept.
A written record of every completed call is kept as a normal part of the service, with access limited to staff whose role actually calls for it, covered on Retention.
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