Mable Brown · May 19, 2025 ยท 10:09 PM
Inbound · 26:47 · Planner: Rose Morrissey · +12102696227
Sentiment
positive (0.55)
Intent
booked
Trajectory
improved
“I sure would like to see if there's any way we could maybe reset all this to where it's at least some comfortable connecting flight.”
Next best action
Denise should contact Mable today or tomorrow with at least two alternative itineraries for August 9th-10th that allow a minimum 3-hour connection window between Stuttgart and Minneapolis, via Amsterdam if possible. Rose should confirm payment is collected tomorrow and send final, corrected flight itinerary once Delta changes are locked in.
Denise should contact Mable today or tomorrow with at least two alternative itineraries for August 9th-10th that allow a minimum 3-hour connection window between Stuttgart and Minneapolis, via Amsterdam if possible. Rose should confirm payment is collected tomorrow and send final, corrected flight itinerary once Delta changes are locked in.
Full analysis
What happened
Mable called to follow up on missing flight confirmation emails to Stuttgart. Rose had forgotten to send the confirmation but pulled it together during the call. After reviewing the emailed confirmation and approving the luggage-inclusive fare, Mable committed to booking but wanted to finalize payment tomorrow after visiting the bank. The core unresolved issue was a Delta flight change on August 9th that compressed Mable's connection window from Stuttgart to Amsterdam to Minneapolis to just 2 hours, creating anxiety about customs clearance and luggage handling despite her Global Entry status. Rose agreed to have Denise (another agent) investigate alternative flight options to improve the timing. The call ended with Mable's booking essentially locked in pending payment tomorrow and Denise's follow-up on the flight change.
Emotional read
Mable started the call slightly anxious about missing confirmation emails and concerned about flight changes, but became warmer and more collaborative as Rose addressed each item. She remained patient and forgiving of Rose's initial oversight ('It's all good'), displaying a practical, detail-oriented personality. By mid-call she grew more animated discussing the logistical concerns with the connection timing, expressing genuine worry about customs and luggage handling, but ended on a trusting note, deferring to Rose and Denise's expertise.
Emotional arc through the call
Started slightly anxious and concerned about missing emails and flight changes, warmed to Rose's help and became collaborative, then grew more animated and worried when discussing the connection timing, but ended trusting and deferential as Rose committed to escalating the issue.
How customer sees Pavlus
- positive · forgiving of Rose's email oversight ('It's all good, it's all good')
- positive · trusting Rose to handle the flight change issue and agreed to escalation to Denise
- negative · initially worried confirmation email went to spam or was lost, had to call to verify
Process friction
- confirmation email for flight to Stuttgart was not sent to customer until prompted by customer call
- customer had to chase down confirmation rather than receiving it proactively
- unclear communication about the January 30th in-office retainer line notation on booking (customer had to ask for clarification)
Value perception
Mable did not explicitly comment on Pavlus's value proposition versus alternatives, but her behavior of calling to verify details and asking agents to investigate airline options suggests she trusts Pavlus to resolve problems that would be harder to fix independently.
Customer behaviors
proactively called to verify missing confirmationcarefully reviewed email confirmation before approving bookingmanaging multiple trip logistics simultaneously (flight, hotel, transportation)deferring final payment decision pending bank visit tomorrowescalating unresolved flight timing issue to agentcomparing flight options and connection times independently
Topics & signals
| Topics | flight confirmation emailsluggage pricing optionsflight itinerary changesseat assignmentscredit card paymentconnecting flight timing concernscustoms and Global Entryhotel arrangements |
|---|---|
| Destinations | StuttgartAmsterdamMinneapolisGermany |
| Cruise lines | Delta |
| Buying signals | approved flight confirmation with luggage included after reviewing emailcommitted to paying off credit card tomorrow to finalize bookingprovided credit card information to complete transactionconfirmed passport information for both passengers |
| Objections | frustrated with Delta's unexplained August 9th flight change affecting connection timingconcerned about tight connection window from Stuttgart to Amsterdam to Minneapolisworried about customs clearance with only 2 hours between arrival and next flightuncertain about luggage handling through the connection |
Analyzed 2026-05-23 12:33:04 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (14,790 chars)
Customer: Hello. Hi rose. Hey, listen, I didn't get anything on an email with the confirmation or the flight from, to stud guard. Agent (Rose Morrissey): Yes, mab hi. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): That's because I didn't send it to you yet. I'm sorry I got side track and then it just went on the side. Hold on the second. Oh my goodness. Mondays a worst day, worst day hold on. Let me look, let me look. So I can send it to you now and close this map. Customer: Okay. Customer: That's alright, rose. Customer: It's just one of those days rose. That's all we, I understand. Agent (Rose Morrissey): So, I, I'm so sorry. At least that was at to tell you. I went off on the side. Customer: No, don't worry about. Agent (Rose Morrissey): Oh. Customer: It's all good, it's all good. But I got scared cause I thought, well, you is, if I haven't received it yet I even looked in my junk fail and I thought, oh, hopefully it didn't go somewhere else so I thought well, let me just call just to make sure and then. Agent (Rose Morrissey): Yeah, it's just like my goods. Agent (Rose Morrissey): CB yeah let me let my pricing now cause it was a weird thing on this pricing. Okay, I want the luggage. Customer: Mm-hmm. Customer: And I'm not sure if this uh-huh. Agent (Rose Morrissey): I don't I don't like these the airline giving the price without luggage and with luggage I just don't like that. Customer: Oh, now but we did, but we did say we want the one with luggage cause we figured out it was actually better, so. Agent (Rose Morrissey): It's like business. Agent (Rose Morrissey): Yes, it was okay but hold on, okay. Agent (Rose Morrissey): Good. 19590. Agent (Rose Morrissey): 22 is 391. Agent (Rose Morrissey): See rose. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Item. Agent (Rose Morrissey): I'm not, you're not hanging up until I get this to you. Customer: No. Oh, okay. I'm just kinda starting to write down the things that we've done so far. And Bruce, did you ever find out about your Hilton? Customer: Okay. Agent (Rose Morrissey): Oh, yeah. That's his homework, right? Customer: Yes, that is his homework. Customer: You do have a what? Customer: Yeah, he has a member. He just have to get that done and that's it. Agent (Rose Morrissey): Yeah. Customer: And then the other one was I think somebody called from a 505 number. Is that your. Agent (Rose Morrissey): Yeah, that's our, that's our, that's our office, yeah. Customer: Okay. I think it was the, they were calling me back and it was when I was on the line with you. So I couldn't answer it but I think they were the ones that were going to look into the, that slight change on, on and tenth. Agent (Rose Morrissey): Well, that's Denise, it was Denise. Agent (Rose Morrissey): Let me check with Denise. Customer: Okay. Agent (Rose Morrissey): Wait a minute. May 1st. Customer: Mm-hmm. Customer: That was at August ninth was that? Customer: Prity transferred to. Agent (Rose Morrissey): Our flights. Customer: Mm-hmm. Agent (Rose Morrissey): To bar from. Customer: Mm-hmm. Agent (Rose Morrissey): Rose. Got it. Customer: Mm-hmm. Mm-hmm. Customer: Let me see. Customer: Mm-hmm we have this light will have to call Ingre and I'll just what's at her and give her the time. Mm-hmm. Customer: And I think so, we don't bother English for the six in the morning flight that we have mm-hmm we're gonna go ahead and see if we get a or either drive or something. Probably more like a tax that you can get for us mm-hmm and we pay, yeah. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): I would get a texting. Yeah. Customer: Mm-hmm. Customer: I was hoping, I've never thought about a six in the morning flight but I mean, I was hoping there would be another flight that they would have or I don't know could be I don't. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): Okay, I just emailed that over to you. Customer: Okay, let me see. Customer: Let me take a look. Customer: This my email for some reason it's set up in different like transactions notifications promotion I can't stand that. I don't know how that happened it was when I it was when I turned off my phone to get it updated and surprise I get all of these weird things that I didn't ask for. Customer: So let me see again. Okay, here you are. Alright, please find the attached confirmation your flights and then your, there's when I find I per person. Okay, that's that same one, that includes the luggage, right? Agent (Rose Morrissey): Yeah. Customer: Okay, alright and let's the including luggage, kindly note tickets. Okay, let me take a look at it. Customer: And this one is on that date when we, okay cabin five minutes, Germany to Stu Gard. Customer: Okay, and then we have check-in required. Customer: It looks good. Let's go ahead and get those tickets. Agent (Rose Morrissey): Okay. Customer: And other Friday, January 30th oh, New Mexico have a great trip rose. Okay, alright, I thought, January 30th we have another mistake so thank you. Okay, alright let's go ahead and. Agent (Rose Morrissey): What do you mean January? What are you, what are you thinking about January 30th? Oh, no just, no those are, those are it, it's just a in office retainer line for booking. Yeah, don. It's something that we, that we do. So that your booking doesn't cancel. Customer: No, I don't know it has on here notes. Customer: Oh, I see. Customer: Okay. Customer: Oh, okay, I got you. Okay. Well let's go ahead and, and go for that and let's see. Did you need my card or. Agent (Rose Morrissey): Okay, we can't. Customer: My wallet quick. Customer: Okay. Customer: Okay. Customer: Rose, are you ready for me to give you my card or. Agent (Rose Morrissey): Which card are we going to use? Customer: Well, let's see, we could use my. Customer: My visa debit will they take that one? Agent (Rose Morrissey): Hold on a second, let me look at. Customer: What we need to do today, we didn't do. Agent (Rose Morrissey): Do you want to use your visa debit on this? Customer: Do they, I have a visa that? Agent (Rose Morrissey): Yeah, they do take it but I you know you don't have a regular credit card visa. Customer: Oh yeah. I do, hold on. I got it right here. Hold on. Customer: Okay, that's Costco I get it my other one, hold on. Customer: Well, I have my world card. So, let's go ahead and give that when I try. Agent (Rose Morrissey): Hold on a second. Customer: And it's a Mastercard. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): There we go, yeah. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Yeah, that's why. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Eric. Agent (Rose Morrissey): No. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): One moment please. Customer: Uh-huh. Agent (Rose Morrissey): Okay. I'm so sorry. So the credit card I have on file is, is Bruce's credit card. It's a Mastercard ending at 6591. Customer: Letters or, oh, no, that's for. Customer: Mm-hmm. Customer: Okay, six years in and 6519 you said? Oh, 91. Agent (Rose Morrissey): 6591 that's the one I use for the international airline tickets. Customer: Oh, okay, cause mine ends in oh nine. Customer: Okay. Well, let's go ahead and use his again. Agent (Rose Morrissey): He's treating again. Customer: Well, let's not speak too soon. I may have to be the one to treat happy birthday, merry Christmas. Thank you. Agent (Rose Morrissey): Again, oh, again I just, okay, okay. Customer: So and today, we were, and we're going to have to go tomorrow cause I already have the money to just pay it off for tomorrow and we didn't do it today because well, we got stuck with some stuff and but anyways, so, I'm gonna go do that tomorrow so we could be ahead of our so. Agent (Rose Morrissey): Okay, let's see. Agent (Rose Morrissey): What do you, what are you doing tomorrow? I'm sorry. What are you doing tomorrow? Customer: Oh, well tomorrow just go to the bank to just pay the credit card off and yeah, we should have done it today but we didn't. We got stuck with a lot of stuff going on and well, mostly Bruce but I was set here at home a little bit and we had to wait for some visitors that came by to see us and just little short things but you know, it just, and then I called you I was worried about, you know, the airline tickets that were changed on us and I thought well, you know, I'm sure it's going to get resolved but if you don't start it now to, you know, do something about it then, you know, you don't want to let that stuff go. Agent (Rose Morrissey): Oh, I see. I see. Okay. Okay. Customer: And then, I was thinking about the hotel. And, and then tomorrow I teach a class tomorrow. But it's canceled cause the center has an event at the gym. So just all these little things, they just happened to just burst. You know what I mean? Agent (Rose Morrissey): Yeah, I understand. Okay, so let me go ahead and I know I have, okay, so I'm gonna email this to my air department. Customer: Okay. Agent (Rose Morrissey): I have your passport information Saint for Bruce and same thing with you I just did that just, okay, yeah, I got all that information so see the assignments for this because this is a no we can't, I was just gonna tell you the tons of flight. Customer: Mm-hmm. Customer: Mm-hmm. Customer: Oh, I can, we can pick Sisi. Oh, okay. Customer: Oh, we can't. Agent (Rose Morrissey): It's, you'll get your seats when you check-in cause otherwise, they if you wants to Simon, you have to pay for them. For example. Customer: Okay, that's fine. Customer: No, when we get there, it'll be fine cause we're probably going to be there kind of early anyways, so that's fine. We'll get there and. Agent (Rose Morrissey): Yeah, yeah. Agent (Rose Morrissey): Okay, but if you want preferred paid seats. Customer: Mm-hmm. Agent (Rose Morrissey): It's $30 per person for an A-N-B. Customer: I don't think we're in a rush to get, to get a preferential seat but you know, it's not, you know, cause once we arrive there, I mean, we still got to pick up our luggage and, you know, and then his cousin, you know, she can pick us up when we're all ready with our luggage out there, cause she's mm-hmm. Agent (Rose Morrissey): Oh, yeah, yeah, yeah. That's true. You're not interest to get anywhere. Yeah. Mm-hmm. Agent (Rose Morrissey): Well, you know what? Hold on, I think. Agent (Rose Morrissey): Keep warning across the flight segments payment request, well he didn't give me a price on these set I'm just gonna leave it on and see what they'll probably cancel it but. Agent (Rose Morrissey): There's no price on it. It's twelve A-N-B-A-N-C configuration is 22. Agent (Rose Morrissey): But since you know you guys are not in a rush to connect this, yeah. Okay. Customer: Mm-hmm, no. Agent (Rose Morrissey): At least I put a request on the seat assignments for you folks. Customer: Oh, okay. Okay. That sounds good. Agent (Rose Morrissey): Thank you. Customer: Mm-hmm. Agent (Rose Morrissey): Mm-hmm alright I'll email the tickets to get issue and then our air department will email you your tickets and I will call the world to give them your flight information for the post Tran, okay? Customer: Okay. Customer: Okay. Customer: Okay. And I'll, and then I also have to go in and give them my flight information and that pre registration that I did already. Okay, alright. And, and then for tomorrow do you think we'll resolve the case of the August 9th and, you know, the August 9th. Okay, alright. Agent (Rose Morrissey): Yes, you do, mm-hmm okay. Agent (Rose Morrissey): We should I'll ask to again and see where she's at with that. She'll get back to you. Customer: Okay, that sounds good. And she's welcome to give me a call. I have my phone right with me. So you know, if they call me today that's great. And if not tomorrow if I don't hear back I'll just call. Agent (Rose Morrissey): I just can't believe, I just can't believe delta thought that it was okay to do that. Customer: Well, I was seeing. Agent (Rose Morrissey): You know what happens in your cruise didn't end on the tenth though. You know, reason why you put the tenth because the cruise is ending on the tenth. I understand. Yeah, I can't believe they did, did that, assuming, okay. Customer: That's true, that's true. Customer: Exactly, exactly, it's a good thing we were still there. Yeah, but but yeah, I'd like to, I'd like to find out how they get this resolved or at least you know, and then maybe, I don't know if you can ask Denise remember we talked about that really tight that tight time to get from one, it's that one on the, well, they have it for August 9th but it's, it shouldn't be but it's 310 and then 510 and then the connecting flight, it leaves at 6:30 five and I'm thinking, wow, we still have to go through our customs thing and even though we have that global. Customer: Entry thing it's getting the luggage or well, no, the luggage goes through. Oh, no, no, no, I still have to put in the luggage. Don't I or no, I still have to go through customs. Agent (Rose Morrissey): What are you talking about? Which, which part of your trip? I'm sorry. Customer: Well, it's that flight that they changed, they switched it to August 9th. It's that connecting flight that goes to Amsterdam to. Customer: The Minneapolis. Let me see August 10th. Customer: I have stop. Well let's just start real quickly here on August 10th. Customer: I have sugar to Amsterdam. So, we leave at 6:00 AM which is really early. But anyways and we arrive at 7:25 AM and now they have it for August 9th, which of course, we know that's very wrong. It was going to be at 9:30 AM, but now it's gonna be at 3:10 PM, so, we're going to have like hours in. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Back to. Customer: So I sure would like to see if there's any way we could maybe reset all this to where it's at least some comfortable, you know connecting flight and you know, they give us all that time and Amsterdam but then you know, we have to leave at 5:10 and then in Minneapolis at 6:35, we leave the san San, so it's real hoppy, hoppy here real quick. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): Yeah. But yeah, but we, right now let's fix it so that you don't have to have that problem well. Customer: Okay. Yes, that's what I want, I just wanna fix it and then maybe keep in mind that while we're fixing it with delta, if there's other options to adjust these times a little bit. Agent (Rose Morrissey): Well, yeah, and, and, and, and Denise will look into that. Let me let me call Denise. I'll call you right back, I know it's a urgent matter and let me reach out to her, okay? Thank you. Bye-bye. Customer: Okay. Customer: Okay, alright, thank you rose. We talking a little bit. Okay, thank you, bye-bye.