(424) 358-5483 · Aug 7, 2026 ยท 2:25 PM
Outbound · 03:04 · Planner: Kenzy Escobar · +14243585483
“Harry shorts had a stroke unfortunately and his doctor is saying he won't be able to travel for some time.”
Kenzy should follow up with Harry Shorts / Penny Grossman within 2 business days after submitting the medical certificate to confirm the waiver was approved and refund has been processed.
Full analysis
What happened
Agent Kenzy called on behalf of a passenger (Harry Shorts) who had suffered a stroke and was medically unable to travel. Kenzy requested an exception to standard cancellation fare rules given the medical circumstances. The customer service representative approved the request contingent on receiving medical documentation from a doctor, explaining they would review it within two business days and issue a full refund waiver if approved. Kenzy confirmed the submission email address and turnaround timeline. The call ended with mutual thanks and no unresolved items.
Emotional read
The agent (Kenzy) was professional and matter-of-fact throughout. The customer service representative on the other end was cooperative and helpful, clearly explaining the process without resistance or frustration.
Emotional arc through the call
steady professional tone throughout; no emotional shift
Customer behaviors
processing a medical cancellation claimseeking documented exception to standard policycomplying with documentation requirements
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | medical exemption requestcancellation due to healthfare rule waiverdocumentation submission |
|---|
Analyzed 2026-08-07 14:30:44 by claude-haiku-4-5-20251001. Confidence 0.75.
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.