Hear an AI get an airline to approve $312 for a delayed bag on the call

What happened

Ingrid Solberg's bag was on day four of being missing, and she'd spent $312 on essentials: toiletries, two days of work clothes and a phone charger. JooVoice called the airline, said it was an AI assistant calling for her with the call recorded, and gave the file reference.

Deshawn pointed to the website for uploading receipts. JooVoice said it was happy to do the receipts online, but asked to settle the approval while on the phone. Deshawn approved the $312 there and then, under claim number EX558120, with payment within 10 business days.

JooVoice asked about the daily allowance and when it starts: $75 a day from day one, Sunday the 4th, for up to five days, until the bag is delivered. It read back the amount, the allowance, the claim number and where to email the receipts.

The outcome

Approved

$312 for essentials, on the call

Allowance

$75 a day from 4 October, up to 5 days

Claim

EX558120

Payment

Within 10 business days of approval

Next step

Email receipts with the claim number

Moments to listen for

1. Says it’s an AI ▶ 0:22 I’m an AI assistant calling for her
2. Hears “use the website” ▶ 0:37 the easiest way to get those squared away is usually through our website
3. Asks for the yes now ▶ 0:51 could we get that settled now while I’ve got you?
4. Gets $312 approved ▶ 1:06 I can approve that 312 directly
5. Asks about the daily allowance ▶ 1:28 what’s the daily allowance, and does that apply from day one
6. Reads it back ▶ 1:59 Okay, so just to recap

The whole call

Tap a line to hear it.

1. Airline 0:00 Good morning, Cascade Air. This is Deshawn. How may I help you?
2. JooVoice 0:05 Hi there, Deshawn. Quick question. I'm calling about a delayed bag that's still missing, day four now. I need to get some interim expenses approved.
3. Airline 0:13 Oh no, sorry to hear that. Do you happen to have a file reference number or your bag tag number handy? That'd help me take a look.
4. JooVoice 0:22 Sure. It's under Ingrid Solberg. I'm an AI assistant calling for her, and the call is recorded, so she has an exact record of what gets approved. Okay. So the file reference starts SEACA40917.
5. Airline 0:37 Got it! I see the file right here. And for those interim expenses, the easiest way to get those squared away is usually through our website. That's cascadeair.com. You can upload your receipts there, and they'll review those directly. Have you checked that out yet?
6. JooVoice 0:51 Oh, happy to do the online part for the receipts. The approval itself, could we get that settled now while I've got you? She spent $312 on essentials, toiletries, two days of work clothes, and a phone charger. Receipts for all of it. Could you get that approved today?
7. Airline 1:06 I hear you! Yes, since you've got those receipts for those essentials, I can approve that 312 directly. That's under expense claim number EX558120. You'll just need to email those receipts to baggageclaims at cascadeair.example with that claim number in the subject line. Payment will be issued within 10 business days once approved. Anything else for you today?
8. JooVoice 1:28 Oh, perfect, that's great news. One more thing: what's the daily allowance, and does that apply from day one, Sunday the 4th?
9. Airline 1:36 Right! That's $75 a day starting from day one, payable up to five days. And that'll continue accruing until your bag is delivered. Anything else for now, Juan?
10. JooVoice 1:45 Oh, that's perfect. Just wanted to confirm. And could I get that claim number for this? I just want to make sure I have it exactly right.
11. Airline 1:52 Absolutely! Again, that's EX558120. Did you get all that?
12. JooVoice 1:59 Okay, so just to recap, that's $312 approved for immediate essentials, an allowance of $75 a day from October 4th, claim number EX558120, and receipts go to baggageclaims at cascadeair.example. Is that right?
13. Airline 2:16 Yes, that's right! Just double-check that claim number in the subject line, and we'll take care of the rest.
14. Airline 2:22 Glad I could help you sort that out. You have a good morning, all right?
15. JooVoice 2:26 Thanks, Deshawn, really appreciate you getting that sorted. Have a good one.
16. JooVoice 2:32 Take care.

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