Mable Brown · Aug 7, 2026 ยท 2:26 PM
Inbound · 04:20 · Planner: Ashley Major · +12102696227
“I would like to go ahead and do that if all possible today.”
Taylor should call Mable back within the hour to confirm the shorter Delta flight option is available and process the booking. Confirm booking and payment details on that call.
Full analysis
What happened
Mable called in looking to finalize a Delta flight booking from Detroit to San Antonio and wanted to confirm if a shorter flight option was still available. She had been unable to reach her assigned planner Taylor and sent an email checking on her. Ashley transferred her to Taylor's voicemail after confirming Taylor was on another call, promising Taylor would call back. The customer accepted this outcome gracefully. No flight booking or payment was processed in this call; the handoff to Taylor was the resolution.
Emotional read
Mable is warm and personable, expressing genuine concern for her planner Taylor's wellbeing when unable to reach her. She is engaged and ready to move forward with her purchase today. She remains patient and cooperative throughout the call despite the disruption.
Emotional arc through the call
Started with mild concern about losing touch with her planner, but warmed quickly when Ashley showed willingness to help and check on Taylor's status.
How customer sees Pavlus
- neutral · Mable expressed concern about not hearing from Taylor and sent her an email checking if she was okay
- positive · Mable appreciated Ashley's willingness to check on Taylor's status and expressed gratitude for the customer service
Process friction
- customer unable to reach assigned planner Taylor and had to call main line to follow up
Customer behaviors
following up on a stalled bookingconcerned about agent availabilityready to make a purchase decision todayinvolving travel companion in real-time decision
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- customer explicitly stated 'I would like to go ahead and do that if all possible today' and agent did not attempt to book or process the flight; instead simply transferred to voicemail without offering to help complete the booking themselves
Topics & signals
| Topics | flight optionsDelta flightstravel planningagent availability |
|---|---|
| Destinations | DetroitSan Antonio |
| Buying signals | stated desire to purchase flights today if possiblecalled in to move forward with booking decisionhas travel companion (Bruce) present and ready to decide |
Analyzed 2026-08-07 14:36:12 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,692 chars)
Agent (Ashley Major): Hi, this is Ashley, with the publish travel air department. How can I help? Customer: Good morning Ashley. My name is Mable brown and I have been just a little concerned that I haven't heard from Taylor. Mazon I actually sent her an email to see if she was okay? But the last that I recall it was on a delta flight that we were gonna go ahead and, and agree to go ahead ouch, ouch, ouch stop it. Sorry. I have a new little family member and it's a kitten, he dis attack my ankles but anyway, so there was a, a flight with delta. And the only question I had on it was if there was another flight that left us. Agent (Ashley Major): Mm-hmm. Agent (Ashley Major): Oh, yeah. Agent (Ashley Major): Oh, yeah. Customer: Going from Detroit to San antonio a little shorter, cause it was a little over than three hours. So anyways, could you kinda check it out to see if it's still there or I mean, we haven't yet purchased them but I would like to go ahead and do that if all possible today. Agent (Ashley Major): Let me see. Okay. So, it looks like, let me see. Let me go ahead and see if miss Taylor is available. It looks like she is in today. Let me see. I'm gonna give her a quick call. I'll be right back. Customer: Okay. Okay, just let her know that I was concerned. I hope she was in ill or something and just to make sure she's all as well. Okay? Agent (Ashley Major): Oh, for sure. Yup, I'll call and put you on a brief hold. I'll be right back. Customer: Wonderful, thank you. Agent (Ashley Major): Alrighty, thank you so much for your patience. Are you still with me? Alrighty, so miss Taylor is on another call at the moment but she did ask let me see if I can do this. Customer: Mm-hmm yes. Uh-huh. Customer: Mm-hmm. Customer: Bruce re. Customer: Bruce come in here, because we're gonna decide on the flight. Agent (Ashley Major): I'll see. So yes, it does look like she is on another call at the moment. She did ask that I sent you over to her voicemail and that she can give you a call back when she's wrapped up with this call. Customer: Come in here so we can decide on the flight. I. Customer: Oh, okay. Okay, that'll be fine alright then, so then she's gonna go ahead and give me a call about the flights and everything. Agent (Ashley Major): Alrighty. Agent (Ashley Major): Yes ma'am. Customer: Okay, very good then. Alright, well, thank you very much Ashley and thanks for checking in on her. Alright. Agent (Ashley Major): Oh, yes ma'am. Absolutely, my pleasure. If you have any questions better referral program, please don't hesitate to ask. Otherwise I hope you have a great rest of your day and I'm gonna send you over now. Customer: Thank you, uh-huh.