Customer Insights
Customers grouped across all calls we've analyzed, with sentiment trajectory, intent, and the destinations / cruise lines they care about.
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Customers in view: 66,897 · 3,476 more on file outside this window
Calls analyzed in view: 539,894 · 549,647 total in DB
Avg customer sentiment: 0.35
Customer rollup refreshed
Aug 7, 15:30 UTC
| Customer | Primary planner | Calls | Last contact | Sentiment | Trajectory | Stage | Destinations | Cruise lines | Objections | |
|---|---|---|---|---|---|---|---|---|---|---|
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Stephen Rose +12146329029 |
Lydia Lagos | 4 |
Aug 7 2026 |
positive (0.70) | → steady | Post-Trip | — | regionRegent | — | View |
|
Curti Barbarick +15303560140 |
Guest Relations +7 other |
22 |
Aug 7 2026 |
positive (0.48) | → steady | Support | ParisZurichSwitzerland +2 | VikingTy visaBiking +1 | unwilling to use Pavlus-booked hotel for one night due to costskeptical about booking dates matching Viking website itinerary +23 | View |
|
Angela Sharras +19167923808 |
Hillary Cruz | 8 |
Aug 7 2026 |
positive (0.44) | → steady | Support | MexicoLong BeachCabo +4 | PrincessPrincess CruisesPrincess Discovery | needs to coordinate excursion choices with roommate before committinguncertain how flight coordination works with group members flying from different cities +8 | View |
|
Mary Fuller +12393154141 |
Rose Morrissey +2 other |
114 |
Aug 7 2026 |
positive (0.55) | ▲ improving | Post-Trip | HollandNormandyParis +175 | Pavlus TravelWindstarEastern & Oriental Express +72 | confused about which insurance policy covers which tripsuncertain whether hotel request dates will be confirmed in time +304 | View |
|
Flynn Vick +12086200943 |
Grant Dallas +5 other |
8 |
Aug 7 2026 |
very_positive (0.38) | ▲ improving | Support | Mexico | Royal Caribbean | — | View |
|
Jo Blair +17273009537 |
Guest Relations +3 other |
8 |
Aug 7 2026 |
positive (0.65) | → steady | Support | Tampa | King (Royal Caribbean)KingViking | unwilling to pay $22,051 until airfare correction is confirmedfrustrated that Sharon hasn't responded to text requests for days +13 | View |
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Richard Neidich +17044580835 |
Lee Alvarez +4 other |
8 |
Aug 7 2026 |
neutral (0.14) | → steady | Other | — | Boardcruise | website quote tool returns error message preventing booking inquiryuncertain whether all promised Amex Platinum benefits were actually applied to reservation +6 | View |
|
Paul Scherer +12146686696 |
Nick Bazzoni | 6 |
Aug 7 2026 |
positive (0.47) | ▲ improving | Booked | Disney Magic sailing (June 10-17, 2027)Hong KongRegent regions sailings +3 | Disney Cruise LineRegent (Seven Seas)Regent +1 | uncertain about best travel insurance provider between vendor and agentconcerned about having correct passenger names matching passports +7 | View |
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Joseph Contino +17324238461 |
Fia Bauer +15 other |
38 |
Aug 7 2026 |
positive (0.33) | ▲ improving | Researching | ParisLondonNormandy +13 | Biking Ocean CruiseVikingViking River Cruises +3 | concerned about port accessibility for older travelers after difficult Venice experiencewanted to avoid hot summer months due to prior travel difficulty +47 | View |
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(719) 306-5872 +17193065872 |
Dyenna McConnell | 1 |
Aug 7 2026 |
neutral (0.00) | → steady | Support | — | — | — | View |
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Kevin Rose +17752246283 |
Pam Chavez +1 other |
108 |
Aug 7 2026 |
positive (0.59) | → steady | Rebooking | South AfricaCape TownNormandy +134 | VikingViking River LinkWindstar +42 | concerns about Viking's 3.3% fee versus 2% alternativeprior voucher quote error by agent named Kendall +239 | View |
|
EILEEN PERRON +14163717197 |
Andrea Zacarias +8 other |
24 |
Aug 7 2026 |
positive (0.22) | ▲ improving | Rebooking | BostonToronto, CanadaCanada +7 | CelebrityRoyal CaribbeanCelebrity Cruises +5 | primary agent Stephanie Potter is unreachable and puts customers on multi-day wait listsurgent need to book within three days, cannot wait for Stephanie's delayed callback +53 | View |
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Tori Rice +15128094243 |
Lydia Lagos +11 other |
24 |
Aug 7 2026 |
positive (0.54) | ▲ improving | Support | FloridaDominican RepublicWashington +6 | Fun Jet VacationsAmstarFund Jet Vacations +6 | assigned agent unreachable for a full week despite upcoming tripplanner Mandy has been unreachable for a full week despite upcoming trip +23 | View |
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(917) 399-8200 +19173998200 |
Michelle Yinger | 2 |
Aug 7 2026 |
negative (-0.30) | → steady | Other | — | — | — | View |
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Edward Goodman +13015185426 |
Lauren Riesenberger +24 other |
172 |
Aug 7 2026 |
positive (0.47) | ▲ improving | Support | EuropeSpainBarcelona +111 | UniworldCelebrity CruiseExplorer One +64 | concerned travel insurance through third-party vendors is expensive when olderuncertain whether booking air through Pavlus provides pricing advantage over direct +443 | View |
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(480) 206-1431 +14802061431 |
Hillary Cruz | 2 |
Aug 7 2026 |
negative (-0.25) | ▼ declining | Support | — | — | — | View |
|
Charlie Bush +14698671555 |
Fia Bauer +13 other |
50 |
Aug 7 2026 |
positive (0.47) | ▲ improving | Support | Disney cruisearound the worldMonaco/Monte Carlo +29 | DisneyNorwegianSilvers +19 | confused about when rebates are applied versus factored into final paymentwife frustrated by slow response times from travel planner in January +76 | View |
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(469) 867-1555 +14698671555 |
Kay Kostecki | 3 |
Aug 7 2026 |
positive (0.25) | ▲ improving | Support | — | OceanaNorwegian Cruise Line | uncertain how included air works and when notification happensconcerned about whether pre/post air truly costs nothing +1 | View |
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Brent Gasser +16089632933 |
Nick Bazzoni | 2 |
Aug 7 2026 |
neutral (-0.15) | ▲ improving | Researching | — | Viking River | — | View |
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L S +13104288878 |
Emonee Pourier +5 other |
14 |
Aug 7 2026 |
positive (0.55) | ▲ improving | Ready to Book | EuropeSouth AmericaLondon | RafalGlobusTrafalgar +3 | uncertainty about whether previous planners are still available after six or seven yearsfrustrated with prior agent's responsiveness and defensive communication style +21 | View |
|
William Oliver +19196089662 |
Sam Moya +8 other |
24 |
Aug 7 2026 |
positive (0.53) | ▲ improving | Support | GenevaParisRaleigh +18 | Air FrancePavlus TravelDisney +8 | concerned that hour and twenty minute layover in Paris may be tightworried about EES system delays at European airports in October +49 | View |
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(925) 989-7578 +19259897578 |
Andrea Zacarias | 2 |
Aug 7 2026 |
neutral (0.33) | → steady | Researching | south PacificHawaiiSydney +1 | Princess CruisesRoyal CaribbeanOceania Cruises +2 | strongly dislikes long sea days and refuses five-day ocean stretchesmust have balcony cabin, will not book interior room +6 | View |
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Hahn Pual +17279371448 |
Julianne Cricchio +3 other |
6 |
Aug 7 2026 |
positive (0.63) | → steady | Support | Tampa | Celebrity CruisesPrincess CruisesCelebrity Cruise | confused about 75% discount calculation and how it was applieduncertain about price difference between March and November cruises +3 | View |
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Sonia Kaplan (Roy Bloom) +15613577720 |
Taylor Bazzoni | 26 |
Aug 7 2026 |
neutral (0.24) | ▼ declining | Support | San FranciscoPanama CanalSouthern Caribbean +4 | CelebrityPrincessCelebrity Cruises +4 | concerned about losing $1,800 deposit if wrong trip cancelledfrustrated with Yahoo email system problems blocking receipt of correspondence +56 | View |
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LeAnne Carpenter +14174250718 |
Rose Morrissey +5 other |
42 |
Aug 7 2026 |
positive (0.52) | → steady | Ready to Book | JapanAlaskaTokyo +53 | Viking River LineViking Ocean CruisesPavlus Travel +16 | hesitant about premium cabin upgrade cost without meaningful room size differenceconcerned about high number of sea days on itinerary +106 | View |
|
Deanne Gonzalez +15128251269 |
Krista Decker | 2 |
Aug 7 2026 |
positive (0.83) | → steady | Support | — | — | uncertain about payment schedule - monthly installments vs full balance due | View |
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Arlene Roberton +15104211799 |
Lee Alvarez | 8 |
Aug 7 2026 |
neutral (0.30) | → steady | Support | VeniceAthens | Regent TravelRegentPavlus Travel | unsure how to transition booking from Regent without losing depositconcerned about whether Pavlus books standalone hotels/airlines without cruise component +3 | View |
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Louis Atlas Voyages +19546785191 |
Nick Bazzoni | 6 |
Aug 7 2026 |
neutral (0.53) | ▼ declining | Other | party (location unclear from transcript)party (Paris) | — | — | View |
|
Kevin Rose +17752246283 |
Reception +16 other |
61 |
Aug 7 2026 |
positive (0.30) | ▲ improving | Support | FranceDetroitDenver +19 | VikingBlacklaneAmerican Cruise Lines +7 | frustrated that initial request to Pam Chavez had stalled without updateconcerned about email thread becoming hard to follow with multiple updates +42 | View |
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Mable Brown +12102696227 |
Rose Morrissey +20 other |
113 |
Aug 7 2026 |
positive (0.49) | ▼ declining | Ready to Book | StuttgartAmsterdamMinneapolis +78 | DeltaPavlus TravelUni World +33 | frustrated with Delta's unexplained August 9th flight change affecting connection timingconcerned about tight connection window from Stuttgart to Amsterdam to Minneapolis +312 | View |
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Sherry Kaderli +13154817403 |
Taylor Bazzoni +1 other |
14 |
Aug 7 2026 |
neutral (0.56) | ▼ declining | Support | Danube RiverNew YorkSyracuse +16 | Viking River CruisesVikingViking Air +5 | initially alarmed by voucher amount, thought there was an errorhad to clarify which bank account to use for final payment +35 | View |
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(424) 358-5483 +14243585483 |
Kenzy Escobar | 2 |
Aug 7 2026 |
positive (0.60) | → steady | Support | — | — | — | View |
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Valencia Fisker +15037934656 |
Anastasia Thomas +3 other |
8 |
Aug 7 2026 |
positive (0.48) | ▲ improving | Support | Antarctica | Lindblad ExpeditionLindblad ExpeditionsLyn Blad +2 | original credit card on file is no longer validprevious card on file is no longer valid | View |
|
Peter Atherton +18018241750 |
Taylor Bazzoni | 10 |
Aug 7 2026 |
neutral (0.53) | ▼ declining | Other | CanadaSantiago | VikingViking RiverViking River Cruises +2 | uncertain about future health and mobility needs that far in advanceconcerned about full payment due in October and when cancellation clock starts +4 | View |
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Conrad Lubkay +17609174062 |
Chey Cherry +7 other |
16 |
Aug 7 2026 |
positive (0.39) | → steady | Support | IcelandGreenlandContinental Divide +4 | WindstarRegentNorwegian Cruise Line (NCL) +5 | frustrated Tracy has not returned calls for a week despite repeated messagesconcerned about unresponsive agent preventing additional bookings +21 | View |
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(718) 614-4825 +17186144825 |
Luke Marshall +1 other |
6 |
Aug 7 2026 |
neutral (0.23) | → steady | Other | AsiaJapan | OceaniaSiannaOceana | needs to confirm travel dates and cabin choice with roommate/travel companionroommate is researching another cruise option independently +2 | View |
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Vaclav Belka +15025454263 |
Taylor Bazzoni | 2 |
Aug 7 2026 |
neutral (0.00) | → steady | Other | — | — | — | View |
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Soifer Robert +19178535962 |
Julianne Cricchio +12 other |
34 |
Aug 7 2026 |
positive (0.62) | → steady | Support | CopenhagenCopanLondon +9 | SilverseaAmerican AirlinesBritish Airways +5 | uncertain about longer vs shorter tour duration trade-offconcerned about refund processing timeline if switching tours +33 | View |
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Bill Blankmeyer +17173851917 |
Lee Alvarez +1 other |
12 |
Aug 7 2026 |
neutral (0.48) | ▼ declining | Support | BarcelonaPhiladelphiaWashington +2 | VikingViking River Link | concerned about cabin number visibility before final bookinguncertain about Sydney extension availability through Viking +4 | View |
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Andy Prytyskach +18285082720 |
Nick Bazzoni | 2 |
Aug 7 2026 |
neutral (0.00) | → steady | Other | Caribbean | — | — | View |
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+1 787-632-6219 +17876326219 |
Shari Bazzoni | 6 |
Aug 7 2026 |
neutral (0.45) | ▼ declining | Researching | — | Royal CaribbeanNCL | uncertain how to apply split voucher credit when traveling soloconfused about travel insurance coverage and eligibility from Puerto Rico +8 | View |
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Joan Shanahan +19205390883 |
Nick Bazzoni | 6 |
Aug 7 2026 |
positive (0.47) | ▲ improving | Ready to Book | GreeceMediterraneanArizona +4 | Viking River CruisesBikingViking | concerned about traveling during peak heat and crowded seasons in Greececonflicting pricing between printed brochure and agent's current quotes +17 | View |
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Richard Kaban +19177713461 |
Susan Bender +10 other |
70 |
Aug 6 2026 |
negative (0.41) | ▼ declining | Support | HollandBelgiumAmsterdam +44 | VikingOSE (or similar tour operator)Viking River Cruises +27 | confused about whether to modify booking through Pavlus or directly with tour operatorpricing discrepancy between land-only and air-inclusive options doesn't make economic sense +151 | View |
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(561) 695-4219 +15616954219 |
Rose Morrissey | 2 |
Aug 6 2026 |
neutral (0.00) | → steady | Other | — | — | — | View |
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(352) 636-6831 +13526366831 |
Hillary Cruz | 4 |
Aug 6 2026 |
neutral (0.00) | → steady | Other | — | Celebrity | — | View |
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Roger Dooley +15128529491 |
Victoria Hill +11 other |
60 |
Aug 6 2026 |
positive (0.44) | → steady | Booked | Cape TownDubaiSantiago +53 | RegentVacations to GoAbercrombie & Kent +16 | found competitor offering same cruise for half the price (6765 vs 12299)skeptical about whether Pavlus pricing is truly competitive or if something is missing +144 | View |
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Singer Sherri +16514285368 |
Emonee Pourier +7 other |
14 |
Aug 6 2026 |
negative (0.44) | ▼ declining | Support | SpainPanamaPanama Canal +4 | AzamaraAsmaraAmara +2 | never received promised email from original planner about cruise detailsuncertain if cabin is actually on hold and what the cost is +9 | View |
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John Zondlo +16028261737 |
Victoria Hill +4 other |
16 |
Aug 6 2026 |
neutral (0.60) | ▼ declining | Researching | SeattleCanadaPacific Northwest +21 | Princess CruisesVikingVacations by Rail +9 | prefers smaller ships over big cruise lines in futureconcerned about website functionality and booking process +37 | View |
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(914) 772-2096 +19147722096 |
Victoria Hill | 2 |
Aug 6 2026 |
positive (0.60) | → steady | Researching | AustraliaNew Zealand | Abercrombie & Kent | uncertain about final group size and headcountconcerned about limited availability even a year out +3 | View |
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Rosalia Songy +15042758722 |
Lauren Johnson | 4 |
Aug 6 2026 |
negative (0.26) | ▼ declining | Researching | IcelandDanube River | Globus | low water levels on Danube River affecting river cruise operationsvendor cancellations and inability to run full cruises this week +4 | View |