Richard Kaban · Jun 27, 2024 ยท 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. I got a new grocer and I got to speak to somebody but it's like talking to somebody on the... they don't, it's supposed to be the expert.”
Email Richard the insurance company contact number by end of business today so he can verify his pacemaker is not excluded. Follow up with a call tomorrow morning as promised to confirm whether he wants to add the insurance and finalize the booking.
Full analysis
What happened
Richard called to explore adding travel insurance through Pavlus's partner, worried that his pacemaker might be excluded as a preexisting condition. He had already contacted Chase (his credit card company) for insurance details but found their explanations unclear and unhelpful. Susan acknowledged she is not licensed to answer insurance questions but committed to obtaining the insurance company's contact number and emailing it to Richard so he could directly ask about preexisting condition exclusions. Richard agreed to call back by tomorrow morning with a decision on whether to purchase the insurance.
Emotional read
Richard was initially frustrated with his inability to get clear insurance information from Chase, expressing exasperation with their responsiveness. By mid-call he became more collaborative and solution-focused once Susan offered concrete next steps. He remained calm throughout despite driving and some audio quality issues.
Emotional arc through the call
Started frustrated with external parties (Chase) but warmed once Susan provided a concrete action plan and validation of his concerns.
How customer sees Pavlus
- positive · Susan offered to find and email the insurance company contact number so Richard could get his specific medical coverage question answered directly
Value perception
Not explicitly stated. Richard did not compare Pavlus's insurance offering to alternatives or discuss overall value proposition.
Customer behaviors
troubleshooting insurance coverage concerns before finalizing bookingcomparing information from multiple sources (Chase, Pavlus, insurance provider)deferring purchase decision pending specific coverage clarificationtaking call while driving with some audio quality issues
Topics & signals
| Topics | travel insurancepreexisting medical conditions coverageinsurance policy exclusionspacemaker coverage |
|---|---|
| Buying signals | ready to add insurance if preexisting condition exclusions are clarifiedcommitted to calling back by tomorrow morning with decision |
| Objections | cannot get clear answers from Chase about benefits and coverage detailsconcerned insurance may exclude pacemaker as preexisting condition |
Analyzed 2026-05-27 10:09:33 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.