# I UNDERSTAND YOUR CONCERN [Intro | soft corporate hold music, faint call-center ambience] [Spoken | female, tired but professionally pleasant] "Thank you for calling Skylane Airlines. My name is Denise. How may I assist you today?" "Mm-hmm." "Oh, I'm very sorry to hear that." "Was that one family member, or...?" "Oh. All of them." "Okay." "Well, my condolences." "Now, can I get your record locator?" [Spoken | matter-of-fact, following procedure] "Your confirmation number. It's six characters." "No, that's your postal code." "That's all right. Take your time." "Mm-hmm." "Okay, so you're trying to get home for the funeral." "Right." "And you're transporting the remains." "Okay." "Now, is that going to be checked baggage, or...?" "Oh, a casket." "Right, of course." "Let me just see what category that falls under." [Instrumental | light hold music briefly becomes more noticeable] [Spoken | politely unhelpful] "Mm-hmm. Unfortunately, I'm not finding a selection for that." "No, I understand it's your father." "And your mother." "And your brother, yes, you've mentioned that." "Unfortunately, our system doesn't allow me to proceed without selecting a passenger type." "Well, I can't put deceased." "That's not a passenger type." "Not on this screen, anyway." [Spoken | faintly impatient, professional tone unchanged] "I'm sorry, sir. I'm going to need you to stop crying for just a moment." "I understand this is difficult." "But when you're speaking and crying at the same time, I can't hear the confirmation number." "Thank you." "Now, would you like a round-trip ticket?" "Just one way?" "All right." "And for the other passengers?" [Spoken | slightly confused] "Oh." "Right." "Of course." "My condolences." [Instrumental | cheerful little corporate piano phrase] [Spoken | procedural, emotionally vacant] "Unfortunately, because this is a bereavement booking, I do need documentation." "Yes, I understand you're arranging the funeral." "But without a death certificate, I can't verify the death." "No, sir, I don't need you to put your father on the phone." [Brief silence] "That was a misunderstanding." [Spoken | casual clarification] "Okay, well, I can transfer you to Special Services." "Current wait time is approximately two hours and forty minutes." "No, I can't stay on the line." "But I can give you the extension." "Do you have a pen?" [Spoken | automatic closing script] "Wonderful." "And before I transfer you, would you be interested in signing up for our Skylane Rewards program?" "You can earn points on every eligible journey." [Spoken | polite, faintly irritated] "No?" "All right." "Well, thank you for calling Skylane Airlines." "We appreciate your loyalty." "And once again..." "My condolences." [Outro | cheerful hold music swells as the call transfers] [End]
