Mable Brown · May 21, 2025 · 6:25 PM
Inbound · 09:31 · Planner: Air Department · +12102696227
“I've been trying to reach you about some airfare tickets one was of a cancellation and then reschedule flight that didn't match.”
Call Mabel back immediately to resolve the two specific airfare issues: (1) the cancelled/rescheduled United flight that didn't match her needs, and (2) the missing confirmation for August 3rd. Locate Rose's notes if available and ensure Mabel receives confirmation before the August 3rd flight date.
Full analysis
What happened
Mabel called to resolve two airfare issues: a cancelled and rescheduled United Airlines flight that didn't match expectations, and a missing confirmation for an August 3rd flight. She tried to explain the situation and mentioned another agent named Rose may have documentation. The agent (Denise) indicated she was leaving tomorrow and didn't have the information. The call then experienced severe technical difficulties—repeated disconnections or audio problems—with the agent calling out "Mabel" and "Hello" at least 10 times while Mabel gave minimal one-word responses. The issues were never actually addressed or resolved before the call deteriorated.
Emotional read
Mabel starts frustrated and trying to address serious booking problems (cancellations, missing confirmations). Her tone becomes confused and concerned as the call experiences technical difficulties—she says "Hello, okay" multiple times in response to repeated agent callouts, suggesting she may be experiencing audio issues or growing exasperated. By the end, she's offering one-word acknowledgments, indicating disengagement or resignation.
Emotional arc through the call
Mabel began focused and mildly frustrated, ready to explain her issues, but became confused and withdrawn as the call experienced repeated technical failures, ending in minimal one-word responses suggesting either resignation or inability to hear.
How customer sees Pavlus
- negative · customer had been trying to reach Pavlus about unresolved airfare issues and mentions another agent (Rose) but expressed concern about whether information was properly escalated
- negative · agent stated she was leaving tomorrow and wrapping up emergency items, implying the customer's call might not get proper attention
Process friction
- customer had already been trying to reach Pavlus about airfare problems with no apparent resolution
- unclear handoff between agents (Rose and Denise); customer unsure if her information was escalated
- missing confirmation email for August 3rd United flight never received
- severe technical difficulties during call made communication impossible; repeated disconnections or audio issues prevented issue resolution
Customer behaviors
trying to troubleshoot two concurrent booking problemssearching through paperwork to provide detailsattempting to clarify which agent has her informationresponding minimally to repeated agent callouts during technical failuredeferring or disengaging as call became non-functional
Topics & signals
| Topics | airfare ticket issuesflight cancellation and reschedulingmissing confirmationUnited Airlines booking |
|---|---|
| Objections | had unresolved airfare cancellation and reschedule mismatchmissing confirmation email for August 3rd United flight |
Analyzed 2026-05-23 08:39:20 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (1,778 chars)
Agent (Denise Fritz): As travel air department you speaking with you. Customer: Hi, Denise. Agent (Denise Fritz): Speaking. Customer: Yeah, this is Mabel brown and I've been trying to reach you about Bruce. Can you turn the water off? Thank you. I've been trying to reach you about some airfare tickets one was of a, a cancellation and then reschedule flight that didn't match and then the other one I hadn't yet received the confirmation it's a, a unit to stud guard for August 3rd. But let me get into my paperwork here and I can give you some more information. I don't know if rose may have sent this to you or someone else. Agent (Denise Fritz): I don't, I doubt it cause I'm leaving tomorrow afternoon for. Agent (Denise Fritz): Over a week. So I highly doubt it cause I'm just trying to wrap up a few emergency things today. So let me just see if she sent it over to somebody else here. Yeah. Customer: Okay. Oh, wow. Oh. Customer: Okay. Well, let me see if that. Customer: Okay. Okay. Alright. Agent (Denise Fritz): No, I don't think she sent in. Do you remember when you talked to her? Agent (Denise Fritz): Maybe, do you know when you talked to rose? Agent (Denise Fritz): Hello. Agent (Denise Fritz): Madle. Agent (Denise Fritz): Are you there? Agent (Denise Fritz): Hello. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Meddle. Agent (Denise Fritz): Mabel, you still there. Agent (Denise Fritz): Mabel, are you still there? Agent (Denise Fritz): Hello. Agent (Denise Fritz): Mabel. Agent (Denise Fritz): Hello, are you there? Customer: Yeah. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Mabel. Agent (Denise Fritz): I'm able. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Hello. Agent (Denise Fritz): Mable. Agent (Denise Fritz): Hello. Customer: Okay.