Richard Kaban · Jun 27, 2024 · 6:41 PM
Outbound · 03:09 · Planner: Susan Bender · +19177713461
“I can't get a straight answer from Chase in terms of the benefits package. It's like talking to somebody on the—they don't, it's supposed to be the expert.”
Email Richard the insurance provider's phone number and preexisting condition contact information today. Call or text Richard by end of business tomorrow to confirm whether he's adding the insurance and finalize the booking.
Full analysis
What happened
Richard called to add trip insurance to an existing booking but needed clarity on whether his pacemaker (preexisting condition) would be excluded from coverage. He was frustrated that Chase couldn't give him a clear answer on their own benefits. Susan acknowledged she's not licensed to advise on insurance but offered to get the insurance provider's phone number and email it to him so he could ask directly. Richard agreed to call the insurance company today or tomorrow morning and report back with a decision by tomorrow.
Emotional read
Richard started somewhat frustrated about difficulty getting straight answers from Chase, venting about communication with credit card company. He warmed up noticeably after Susan offered concrete help—getting the insurance company number and emailing it to him. By call end, he was appreciative and cooperative, even apologetic about car-call quality issues.
Emotional arc through the call
Started frustrated about communication quality with Chase, then became more collaborative and appreciative once Susan offered concrete next steps to resolve his concern.
How customer sees Pavlus
- positive · appreciated Susan's honesty that Pavlus agents aren't trained or licensed on insurance details, and accepted her offer to provide the insurance company contact number
Value perception
Not explicitly stated. Richard seemed to accept Pavlus's role as facilitator rather than insurance expert.
Customer behaviors
calling from car with connection issuesseeking insurance clarification before committingcomparing cruise line insurance against Chase credit card benefitsdeferring decision pending direct conversation with insurance providerready to commit once preexisting condition question is answered
Topics & signals
| Topics | trip insurancepreexisting medical conditions coverageinsurance policy exclusionschase credit card benefits comparison |
|---|---|
| Buying signals | ready to add insurance if preexisting condition is not excludedcommitted to call back today or tomorrow morning with decision |
| Objections | unable to get clear answers from Chase about their benefits packageconcerned about preexisting condition (pacemaker) exclusions in insurance policy |
Analyzed 2026-05-27 10:09:24 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,789 chars)
Customer: No. Agent (Susan Bender): Hi, Richard, it's Susan, the alis. Customer: I see. Hi, Susan, you got my message? Agent (Susan Bender): Hi, I got your message but it was a little broken up. I just wanted to make sure that I'm hearing it, right. Customer: Oh. Customer: Yeah. Agent (Susan Bender): You want to add the insurance through doses, right? Customer: Yeah, because I did call them and they said well, you can always cancel up to the you know, just before the prior the last payment, the final payment. So, if, because I can't get a straight answer from chase in terms of the benefits package. I, I've got a new grocer and I got to speak to somebody but it's like, it's like talking to somebody on the. Agent (Susan Bender): Mm-hmm. Agent (Susan Bender): Yeah, yeah. Customer: Sweet, they don't, it's supposed to be the expert. Agent (Susan Bender): Yeah, I can relate. Customer: So, I think it makes it, yeah, yeah, so I figured, well we if we can buy the, you know, add, add the insurance as, as long as it's saying that, you know, my having a, a pacemaker there's no pre condition, you know, that's not covered or something like that. It is, if the policy at, at the, at the how to see the same as what chase says. Then it doesn't make sense to get it but if it says you can buy the policy and there's no, no, you know, so, area not nothing that's considered a pre you know. Customer: What do they call that less situation that's that can cause you to cancel and I might as well get it you know, is it policy say that I'm not covered just really what I want to know for that for that issue. Customer: Susan. Yeah, Luis? Oh, man, alright, I'll call you back I'm on in. No I'm in the car. That's why I maybe this okay. Okay, could you repeat that again. Agent (Susan Bender): Can you hear me? Agent (Susan Bender): Okay. Yeah, I just wanted to say that I don't know of any re, I don't know what the restrictions are because we're not trained on insurance we're not licensed for insurance, but I would recommend calling the insurance company that odds uses to ask them if there's any exclusions on preexisting medical conditions. And I will email that number to you. I'll get the number and email it to you. Customer: Okay. Customer: Okay. Alright. Customer: Okay, great. And I'll be able to call me the later today. I want to come back home or tomorrow morning. First thing. Yeah. Agent (Susan Bender): Or tomorrow and just yeah, just let me know by tomorrow for sure if you want to take their in their insurance. Okay. Customer: Okay. Customer: Okay, great. Thank you. That's really what I need to. Nice. I see you got it all clear from. Alright, thanks. Bye. Agent (Susan Bender): Okay, okay. Okay, good. Thanks Richard. Talk to you soon. Bye-bye. Customer: Bye-bye bye-bye.