Two things stand out, besides what has been already mentioned.

* The infantile corporate-cutesy wording "hop on a call" is not appropriate when talking to somebody who feels that you deeply wronged them. It has the same vibes as cheery "Remember: At Juicero, we are all one big family!" signatures on termination notices, and Corporate Memphis.

* In the first sentence, Kiki says "about the MT workflow that we just recently introduced". Why is this level of detail shoehorned in? Everyone in that conversation already knows what it is about. It's as if Kiki can't resist the temptation to inject an ad/brag about their recently introduced workflow for any drive-by readers. "I'm sorry you were dissatisfied with your Apple(R) iPlunger X(TM), which is now available at major retailers for only $599!"