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Employee ID: 20120397
Intent: Flight Change
Valid: Yes
Reason for AOB: Return flight segments were in HX and on HX segments we cannot follow the ASC policy so that's why agent has to call the Airline but there was an hold of 90 minutes on united agent informed same thing to pax and pax cannot wait for 2 hours so pax decided call back after some time.
Convo ID: 006862fa-7899-45dc-ba20-e3fc17e65d09
Agent Name: Pratisht
Employee ID: 20123805
Intent: Flight Change
Valid: Yes
Reason for AOB: Agent wasn't able to hear the customer due to headset issue call back done by the agent but it was a unattached outbound call and agent assisted the pax further on the call.
Convo ID: 093812ab-dab4-4c11-9d29-05920ccc7296
Agent Name: Vasu Sharma
Employee ID: 20125206
Intent: Flight Change
Valid: Yes
Reason for AOB: Pax called to upgrade to first class while agent was checking the policies and the availability pax went unresponsive agent has given the verbiage and disconnected the call and called back sent to voice mail agent left the voice mail and sent an email as well to pax.
Convo ID: 0af3d40f-e8b3-469b-a09d-10bc571f3148
Agent Name: Sushmita Majumdar
Employee ID: 20133804
Intent: Car Cancel
Valid: Yes
Reason for AOB: Customer called us to cancel the car reservation as he doesn't have the credit card so agent has called the car rental to cancel it and to take approval so that she can cancel it with full refund.
Convo ID: 046e5771-7d75-4a9f-8d5a-aa3a7c4ee21d
Agent Name: Lakshay Arora
Employee ID: 20120446
Intent: Flight Cancel
Valid: Yes
Reason for AOB: Customer called to cancel the reservation due to medical reason agent checked the policies and informed the pax to that the booking is non refundable and even in ECR policies refund is not permitted customer asking for supervisor agent transferred the call to Tier3.
Convo ID: 1efb5288-c9d3-4f38-95af-d61126a43449
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