Sonia Kaplan (Roy Bloom) · Feb 17, 2026 · 9:11 PM
Outbound · 08:27 · Planner: Taylor Bazzoni · +15613577720
“Well, I can't because I would lose the $1,800 from celebrity.”
Follow up via phone call or resent email confirmation by end of day to ensure Roy receives the two forwarded emails (Celebrity booking details and guest relations Princess response). After he confirms receipt, send the Princess cancellation confirmation and summarize next steps for linking bookings directly with Celebrity for dining coordination.
Full analysis
What happened
Roy called back after leaving a voicemail, and Taylor attempted to follow up on two prior emails (one from Taylor about a Celebrity cruise, one from the director of guest relations about Princess). Roy stated he never received either email, though Taylor could see they'd been opened. Roy blamed Yahoo email issues. Taylor agreed to resend both emails. The conversation then pivoted to trip cancellations: Roy wanted to cancel a Princess November booking but was afraid of losing the $1,800 Celebrity deposit if he cancelled the wrong trip. Once clarity was reached, Roy confirmed he wanted to cancel the Princess trip because he's now keeping the Celebrity cruise with his nephew and niece-in-law attending. Taylor explained that Celebrity bookings must be linked by Celebrity directly (not through Pavlus) for dining coordination, and that Roy's nephew (who booked elsewhere) would need to work with their original booker for dining upgrades. Taylor confirmed she would cancel only the Princess booking and send a cancellation confirmation; the Celebrity booking remains Roy's responsibility going forward.
Emotional read
The customer started somewhat frustrated and confused—struggling with technical setup, missing emails, and uncertainty about which trip to cancel. As the agent clarified the booking situation and confirmed the cancellation path forward, the customer's tone warmed noticeably. By the call's end, they were cooperative and expressed gratitude, though still slightly defensive about the email mishaps (attributing them to Yahoo, not Pavlus).
Emotional arc through the call
Started cautious and confused due to missing emails and uncertainty about which trip to cancel, then warmed visibly once Taylor clarified the booking situation and Roy confirmed his preferred outcome (keep Celebrity, cancel Princess).
How customer sees Pavlus
- neutral · acknowledged that emails were sent and opened but expressed no complaint about Pavlus's role, instead attributing non-receipt to Yahoo email problems
- positive · thanked Taylor by name at call end and accepted the explanation that Pavlus cannot manage bookings or dining for guests who booked through other agencies
Process friction
- customer reports not receiving two separate emails from Pavlus (one from Taylor, one from director of guest relations)
- customer had to clarify multiple times which booking was which, suggesting prior communication may not have been clear
Value perception
Roy did not explicitly state a view of Pavlus's value. However, his acceptance of the agent's limitation (not being able to coordinate for bookings made elsewhere) and his willingness to keep Pavlus as the handler of the Celebrity booking suggests tacit trust, though the missing emails created some friction.
Customer behaviors
managing multiple family bookings across different cruise lines and booking agentsseeking clarity on cancellation liability before authorizing actiontroubleshooting email delivery with agent as part of calldeferring nephew's booking coordination until brother may want to join
Topics & signals
| Topics | email delivery issuestrip cancellationdining reservationsbooking linkagemultiple family bookings |
|---|---|
| Cruise lines | CelebrityPrincess |
| Buying signals | confirmed proceeding with Celebrity cruise with nephew and his wife attendingauthorized cancellation of Princess November bookingasked agent to handle any future brother's reservation inquiry |
| Objections | concerned about losing $1,800 deposit if wrong trip cancelledfrustrated with Yahoo email system problems blocking receipt of correspondenceuncertain about dining upgrade process for family members booked elsewhere |
Analyzed 2026-05-23 08:14:26 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (7,583 chars)
Agent (Taylor Bazzoni): Hi, Roy. This is Taylor with Pavlus. How are you? Customer: Oh, good. I got this with my son hooked, hooked up a system for me and I forgot to push one of the button and that's where the echo was coming from. Agent (Taylor Bazzoni): That's okay, that's okay, I got your voicemail, so I wanted to return it. Did you see any of the emails that my director of guest relations sent to you? Customer: Nothing. No, I got nothing. Well, when they put the last time I looked was. Agent (Taylor Bazzoni): Oh, okay, cause I sent you on the. Customer: Or maybe about 1:00 this afternoon, so I haven't looked since that. Agent (Taylor Bazzoni): So on the 10th, of February, I sent you your celebrity cruise. And then yesterday my guest relation sent you an email about how princess was going to respond to your inquiry. Customer: I never got it. Agent (Taylor Bazzoni): Okay. I can resend both but can you check to make sure they didn't go to spam? Customer: Okay, hold on. I Lo down. Agent (Taylor Bazzoni): I see that. It's been seen. Customer: And that would be from a published. Agent (Taylor Bazzoni): It would have been from don at guest relations. I saw that my email to you was seen also. So it tells me that you've looked at it. Customer: No, I didn't look at it but if it's there now. Agent (Taylor Bazzoni): Okay, alright. You should have gotten an email from me about a week ago with your celebrity trip and then you should have gotten an email yesterday from don at guest relations. Customer: And then an email yesterday from don no. Yesterday. Okay. Customer: No, cause I went through yesterday's so I don't know he may have sent it to the wrong address which happens. Agent (Taylor Bazzoni): I can resend it to you. Customer: Okay, that would be nice. Agent (Taylor Bazzoni): Okay, I'll forward it to you. Do you need the celebrity one forwarded to you as well? Customer: Okay. Customer: You need the celebrity I forward you. Yes, oh, you, yeah, cause I didn't get anything from you or him. If the listing I got from you is when you sent me a copy of the paperwork, once you got the. Agent (Taylor Bazzoni): Yeah. Customer: And that was it but I've been having a lot of problem with my Yahoo anyway because they came up with a new, a new crazy thing on here and I, and I'm really not sure how to handle it and. Agent (Taylor Bazzoni): Right. Agent (Taylor Bazzoni): Okay, well I'm gonna forward you the conversation with Dan of guest relations. So, take a look at that but you're all set. Customer: Oh. Customer: Okay, and now I think you can drop the what you can cancel the trip that we have with Frances. Agent (Taylor Bazzoni): I want you to take a look at this email from don first. Will you do that, and then let me know if you still want to cancel. Customer: Well, I can't because I would lose the $1,800 from celebrity. Agent (Taylor Bazzoni): Oh, I see what you're saying. Agent (Taylor Bazzoni): Okay, so you want to cancel the one for November. Customer: And the besides which, besides which my nephew and, and his wife are gonna be on that trip. That's the one that I spoke to you about that, she if we have inspector I would still like you to do that and then just case his brother wants to come and make the reservation. So, yeah, my favorite new anyway, so. Agent (Taylor Bazzoni): Yeah, yeah, yeah. Agent (Taylor Bazzoni): So if I remember correctly we, so what I'll need from you is the other booking numbers, cause I need a link all the bookings together so that we can do your dining. Customer: Yeah, but he didn't get it from you the with it with their booking but if I get, get a new one I'll do that. Agent (Taylor Bazzoni): You can also call, you can also call celebrity and work through that. Essentially, celebrity needs to link all the bookings. Customer: Oh, okay. Agent (Taylor Bazzoni): And then, and then we can line up your dining, but unfortunately I can't control their dining unless you're all, you're all booked or links. Customer: Oh, yeah, no, no, no. Well, I was well, well okay they would have to have dining in the regular dining room and I have the retreat. Agent (Taylor Bazzoni): Right. So if they want that, they are going to have to work with the person that booked them day to get for them to pay for the upgrade. Does that make sense? I so I can't do that for them. They're gonna have to do it with the people they booked with. Customer: Okay, so they're not gonna let them. Customer: Oh, okay, thank you, alright. Okay, yeah. That's what, that's all I have them do. So, this way send you a lot of work. Agent (Taylor Bazzoni): Okay, okay, so you want to go ahead and do the, you want to cancel the princess, correct? Customer: Yes. Yup, no, since you're doing that. Agent (Taylor Bazzoni): Okay. Okay, then I will go ahead and cancel that for you. I will send you a cancellation confirmation and if you need help with your nephews, let me know but with with them booking with someone else they have to handle that with their person. Customer: Okay. Yeah, if his brother wants anything and it didn't go, I'll have him call you to look at it separately. Agent (Taylor Bazzoni): That's fine. Customer: Okay, thanks. Okay. Agent (Taylor Bazzoni): No. Well, what I would do if I were you is I would let celebrity link your bookings, because they're probably not gonna let me link them. So you might have to call celebrity directly with those booking numbers. If you run into issues, they'll let me know. Customer: Okay, just make a plan. Okay, so you're gonna send me the information so the emails that I did, my, I. Agent (Taylor Bazzoni): Okay, okay. Well, I will cancel this princess one. Agent (Taylor Bazzoni): I just, yup! I just sent you, yes, I was just try, I just sent you the one for my guest relations team and I'm gonna send you the cancellation confirmation once I do this. Customer: Okay, good. Then who's gonna be handling the booking on by. Customer: The case was. Yeah, okay. That cancellation is strict is strictly princess. Agent (Taylor Bazzoni): Yes, I'm away. Yes, that's correct. Customer: Okay. Customer: Okay. Yeah. Yeah, and if there's a problem, they say it's nonrefundable I'll send you a copy of what the person is. Agent (Taylor Bazzoni): Yeah, no, I won't touch the celebrity one just to princess one. Agent (Taylor Bazzoni): No, it's not, it's refundable, you're fine. Customer: Okay, good. Taylor. Taylor who's gonna be, who's gonna be handling the celebrity one you good, should be the booking you want. Agent (Taylor Bazzoni): Alright. Agent (Taylor Bazzoni): Uh-huh. Agent (Taylor Bazzoni): Yeah, I just can't handle anybody that didn't book through me but I can, I'm handling your booking. Customer: Oh, I'm. Customer: Okay. Okay fine. I got mixed up there. Okay. Agent (Taylor Bazzoni): That's okay. No, I'm handling your booking. So, I resent you the guest relations email. I'm canceling the princess and then should, should you need any help with celebrity? Let me know but I am still handling that for you. I just can't handle the ones that aren't booked with me. Customer: Okay, thank you so much. Okay, if I don't get that, the email today, I'll give you of, I'll give you a call and leave a message. You know, that I did or I will call and tell you that I got the message. The email, okay? Okay, thanks a lot. Have a great day. Agent (Taylor Bazzoni): My pleasure you guys are. Agent (Taylor Bazzoni): Sounds good. Okay. Agent (Taylor Bazzoni): Okay, that sounds good. Okay, I'll look out for that. Agent (Taylor Bazzoni): My pleasure, you too, bye-bye. Customer: Bye.