Richard Kaban · Jun 26, 2024 ยท 4:26 PM
Outbound · 02:07 · Planner: Susan Bender · +19177713461
“I would strongly recommend that you purchase insurance, if not through oasis get it from somewhere.”
Follow up with Richard by phone or email by June 27th to confirm whether he purchased the Oasis travel insurance or elected alternative coverage; document his decision before the preexisting condition cutoff expires.
Full analysis
What happened
Susan Bender from Pavlus reached Richard Kaban's voicemail after having difficulty with his phone number on a prior attempt. In the message, Susan conveyed travel insurance pricing ($452/person via Oasis) and emphasized a June 28th deadline for purchasing coverage that includes preexisting medical conditions. Susan explained the distinction between acute illnesses (not covered) and serious chronic conditions like heart issues, and strongly recommended purchasing insurance given the customer's pacemaker. No response or commitment was captured because the customer did not answer.
Emotional read
The customer did not speak on this call; the agent reached a voicemail. No direct emotional state can be assessed from the customer's perspective. The agent's tone suggests the customer may have a medical concern (pacemaker) that prompted the insurance inquiry.
How customer sees Pavlus
- neutral · Agent Susan attempted follow-up after prior contact difficulty, showing persistence but unable to confirm customer's preferences
Process friction
- customer's phone number was incorrect or no longer available, requiring multiple contact attempts
- agent left detailed insurance information on voicemail without confirming customer's receipt or understanding
Customer behaviors
managing a trip with a serious medical condition (pacemaker)awaiting callback regarding insurance decision
Topics & signals
| Topics | travel insurancepreexisting medical conditionspacemaker coverageinsurance deadline |
|---|---|
| Cruise lines | Oasis |
Analyzed 2026-05-27 12:55:53 by claude-haiku-4-5-20251001. Confidence 0.35.
Transcript (1,632 chars)
Customer: To voicemail the person you're trying to reach is not available. At the tone, please record your message. When you have finished recording you may hang up. Agent (Susan Bender): Hi Richard, it's Susan with paves. Sorry, I had a hard time getting through on this number. I tried it yesterday. The number I'm calling 917-771-3461. I got a message that the number I had was incorrect or no longer available or something. But anyway, I see you called again this morning. So, at this time I got through. Glad I got through. Anyway, I spoke with odes and their travel insurance is $452 per person, it would need to be purchased by the twenty eighth, if you want coverage for preexisting medical conditions. Agent (Susan Bender): Which I would consider stance and the pacemaker that would be preexisting your credit card policy when it says if you've had any, if you've been ill or whatever it says before you major deposit that just means something that's serious. It doesn't you know, you have a cold that doesn't count, you get the flu that doesn't count, you know, the acute illnesses it does not include a cute illnesses. It's something serious that it's gonna, that is carried on. Agent (Susan Bender): Which this would be because it has to do with your heart and yeah, I would strongly recommend that you purchase insurance, if not through onesies get it from somewhere. But to be covered for preexisting conditions with the oto plan, it has to be purchased by June 28th which is this Friday. So please let me know if you want to add it or if you find something on your own let me know so I can put this aside for now and.