Seems like this is the crucial point. Their screens are telling them that it is $150 per record and they are just repeating what they see. They haven't been trained to bypass the software to make a manual adjustment, so perhaps saying "Yes, I know what your computer is telling you, but you have to make the adjustment manually" is potentially helpful? Perhaps there are even more specific technical terms that could be used to guide them?

Award booking fees are the same way, the software doesn't waive them automatically in cases where it can't be done on aa.com. The agent has to know to do it manually (which they generally do) but also remember to do it manually (which they sometimes don't)