(424) 358-5483 · Aug 7, 2026 · 2:25 PM
Outbound · 03:04 · Planner: Kenzy Escobar · +14243585483
“You can send us the medical certificate, you know that he's on fit to travel. And we review those documents, and if it's approved, we'll give you a waiver for the full refund.”
Send the medical certificate from Harry Shorts' doctor to sales support@slidedashana.com within 24 hours to meet the two-business-day review window. Follow up with the support team in three business days if no response is received.
Full analysis
What happened
Agent Kenzy called a travel agency on behalf of Harry Shorts and Penny Grossman, who had an existing booking. Kenzy explained that Harry had suffered a stroke and his doctor advised against travel for an extended rehabilitation period. Kenzy asked if an exception could be made to the cancellation policy. The support agent (a different company representative) explained that they require a medical certificate from the doctor to review, and if approved, they would grant a waiver for a full refund. Kenzy confirmed the submission email address (sales support@slidedashana.com), confirmed that only the medical document was needed, and learned the typical turnaround time is two business days. The call ended with mutual thanks.
Emotional read
The customer (agent Kenzy calling on behalf of a passenger) was professional and matter-of-fact throughout, presenting a serious medical situation (passenger's stroke) without emotion. The tone remained neutral and transactional—focused on solving the problem via proper channels rather than seeking sympathy or exceptions.
Emotional arc through the call
No emotional shift; the customer maintained a professional, helpful tone throughout the brief support call.
Customer behaviors
calling on behalf of another passengerpresenting a medical hardship caseseeking policy exception via proper escalationgathering documentation and submission instructions
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | medical exemption requestcancellation policy waiverstroke and travel fitnessdocument submission process |
|---|
Analyzed 2026-08-07 14:30:36 by claude-haiku-4-5-20251001. Confidence 0.70.
Transcript (2,317 chars)
Customer: Thank you for calling A&A agency and self support. This call is monitored and recorded for quality assurance. Customer: For travel agency support, press one, for corporate support, press two. Customer: For travel agents for English, please stay on the line and you will be connected to the first available representative. Phoe my Luo. Customer: Sales support, this is Hua. Agent (Kenzy Escobar): Hi, this is Kenzie with publish travel. How are you doing today? Customer: Good, how are you? Agent (Kenzy Escobar): I'm well, I'm calling about a booking here under C as in Charlie, 240 as in Oscar, 38. Customer: Thank you one moment. Customer: And may I have the passenger name please. Agent (Kenzy Escobar): It should be for Harry shorts and penny Grossman. Shorts. Customer: Yeah, have a reservation here, what can I do for you? Agent (Kenzy Escobar): So, Harry shorts had a stroke unfortunately and so his doctor is saying that he is going to need some more extensive rehabilitation and he won't be able to travel for some time. I was wanting to see if there was any way we could get an exception and a on this, in these fair rules for that. Customer: Uh-huh. Oh. Customer: Mm-hmm I see. Customer: Oh, okay. So you can send us the medical certificate, you know that he's on fit to travel. And we review those documents, and if it's approved, we'll give you a waiver for the fur refund. Do you know our email address to send it to? Agent (Kenzy Escobar): Mm-hmm. Agent (Kenzy Escobar): Okay. Customer: Yes. Agent (Kenzy Escobar): Is it the sales support one? Okay, so I have sales support @slidedashana.com. Customer: Yes, that's correct. Agent (Kenzy Escobar): Alright, great. I will get that over to you all and you said that you need the just the medical document and that's it. Customer: Yeah, so just medical is a different from the doctor and we'll review it and email back to you. Agent (Kenzy Escobar): Alright, fantastic. And do you know, do you have any idea what the turnaround time is? Just so I can let the passenger know? Customer: Usually if we received the email, like two business days we'll email back. Customer: No problem, and thank you for calling. Have a nice day. Agent (Kenzy Escobar): Alright, great. Thank you so much. Customer: Thanks, bye. Agent (Kenzy Escobar): You too bye-bye.