LeAnne Carpenter · Aug 7, 2026 ยท 2:33 PM
Inbound · 20:55 · Planner: Rose Morrissey · +14174250718
Sentiment
positive (0.70)
Intent
ready_to_book
Trajectory
steady
“We'll take your word for it. Yeah, we don't have that pulled up, so we'll take your work for it.”
Next best action
Rose should call Viking River Link to verify all promo codes and finalize the exact grand total and payment due date, then call LeAnne back within 24 hours with the confirmed final price, deposit amount, and updated booking confirmation. At that time, confirm that the DA 26 code's 35% discount does apply to air add-ons or identify which promotions provide the best net savings.
Rose should call Viking River Link to verify all promo codes and finalize the exact grand total and payment due date, then call LeAnne back within 24 hours with the confirmed final price, deposit amount, and updated booking confirmation. At that time, confirm that the DA 26 code's 35% discount does apply to air add-ons or identify which promotions provide the best net savings.
Full analysis
What happened
LeAnne Carpenter called to book a September 30, 2027 Eastern Europe river cruise with Viking River Link for her and her husband Mike. They are repeat travelers planning an 11-day cruise starting with a Budapest departure and pre/post extensions to Prague and Vienna. The agent Rose helped them select cabin category E, confirm their DA 26 promotional code (35% discount), choose fully guided extensions, and select business class airfare from Richmond. Throughout the call, Rose gathered booking details, confirmed cabin assignments (cabin 109), discussed itinerary routing, and worked through airfare pricing ($5,298 per person for business class). At the call's end, Rose generated booking number 100150-15731 and promised to reach back after verifying the final total and checking whether additional promo codes could provide better savings. The grand total discussed was approximately $27,088 with a deposit amount to be confirmed.
Emotional read
The customer was warm, engaged, and collaborative throughout. They were patient with technical difficulties and shared personal stories about family travel and recent knee replacement recovery. There was a casual, friendly rapport established with the agent, with occasional humor and light conversation about pickleball and past travel experiences. The customer remained positive and decision-ready despite pricing complexities.
Emotional arc through the call
Remained consistently warm and positive throughout; began with casual confidence, deepened connection through shared travel and family stories, and ended with satisfied commitment despite minor pricing uncertainties.
How customer sees Pavlus
- positive · customer responded positively to agent's personal knowledge of destinations and willingness to share travel stories
- neutral · customer did not explicitly praise or critique Pavlus's pricing, process, or service model relative to Viking direct or competitors
Process friction
- agent experienced multiple system/technology delays looking up pricing and booking details mid-call
- agent struggled to access final grand total amount during the call and had to defer callback to confirm exact price
- agent needs to circle back on final payment due date and verify promo code stacking against other available codes
Value perception
Customer did not explicitly state a view on Pavlus's value versus booking direct with Viking. They appeared to trust the agent's guidance on pricing, cabin selection, and promotional code applications without questioning whether they could get better terms elsewhere.
Customer behaviors
sharing personal travel history and family context to build rapport with agentdeferring technical details (cabin locations, exact itinerary) to agent expertise and accepting recommendationsweighing premium airfare options against budget but ultimately choosing the higher tierready to commit verbally and receive booking confirmation in real timecomparison shopping airfare classes (economy, premium economy, business) before deciding
Closing technique
Attempt: soft Outcome: deferred_commitment Payment: discussed
Close language used:
- “I got everything in here. I got your, I'm gonna double-check because there's a lot of other codes, promo code and I'll see works out better for you folks.”
- “I will reach out to viking and make these changes. I will double-check on the deposit and see which one works out better.”
Signals the agent didn't act on:
- customer stated their anniversary was a focus but agent never asked the anniversary date to ensure correct cabin positioning or romantic add-ons
- customer mentioned 'we're working on that' regarding their wealth/spending philosophy but agent did not probe for additional discretionary services or upgrades
- customer confirmed they have not done premium economy in last three trips and chose business class, signaling willingness to invest; agent could have upsold onboard credits or other premium experiences
Topics & signals
| Topics | Eastern Europe river cruisecabin category selectionpre- and post-cruise extensionsairfare optionstravel insurancepromo code applicationbooking confirmation |
|---|---|
| Destinations | Eastern EuropeBudapestPragueTransylvaniaViennaRichmond Virginia |
| Cruise lines | Viking River Link |
| Buying signals | confirmed September 30th, 2027 departure date for Eastern Europe cruiseselected standard E cabin category with promo code DA 26chose fully guided four-night Prague and Vienna extensions both pre and postcommitted to business class airfare from Richmond despite premium pricingaccepted $1,099 per person travel insurancereceived booking number and confirmation email from Viking |
| Objections | concerned about cost difference between business and premium economy airfareuncertain whether 35 percent discount applies to pre/post packages and airunsure about exact itinerary routing and cabin locations |
Analyzed 2026-08-07 14:57:26 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (13,004 chars)
Agent (Rose Morrissey): This is rose. How may I help you? Customer: Rose, this is LAN carpenter? Agent (Rose Morrissey): Hi, how are you? Customer: I'm good. We've got something for you to look, look up for us. Agent (Rose Morrissey): You guys are. Agent (Rose Morrissey): Oh, oh, did you just, wait, did, did you just got back? Or you haven't left yet? Customer: I know. Customer: Work yet. We haven't gone yet. No, this is for next year for 27. Agent (Rose Morrissey): Oh, okay, okay. Agent (Rose Morrissey): Alright, alright, let's get to what are you looking at? Customer: We are looking at passage to Eastern Europe. Agent (Rose Morrissey): Oh, yes that's a nice one. Okay and that's, of course. Customer: The book book arrest to boot a pest. Customer: And. Customer: Of course. Alright, September 30th, okay. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Because. Agent (Rose Morrissey): And what date? Customer: September 30th. Agent (Rose Morrissey): Okay, of 2027 and category that we're looking at. Customer: Yes. Customer: We go standard E. Agent (Rose Morrissey): Okay. Customer: We have a code. Agent (Rose Morrissey): Good. Oh, give me the code. Customer: DA 26. Agent (Rose Morrissey): B. As in boy, A. As in apple. Okay. D. As in David, A. As apple 26 okay, let me. Customer: No, D. as in David. Customer: You're right that's supposed to get 35 percent off. Agent (Rose Morrissey): Yes, let's look at this. Agent (Rose Morrissey): I you. Agent (Rose Morrissey): Let me get cleaned. Agent (Rose Morrissey): Is it doing this? Agent (Rose Morrissey): Hey. Biking! Agent (Rose Morrissey): Boy, boy. Oh, boy up. Agent (Rose Morrissey): Some days are good, some days or not on this technology. Customer: Yeah. Agent (Rose Morrissey): I wish I would just open my computer and say the magic work word and. Customer: And it would do everything you want. Agent (Rose Morrissey): I know they're not. Customer: If all else fails, tick it and then to. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Not typing anything. Agent (Rose Morrissey): Read my mind since we're all since we're almost there. Customer: Yeah. Agent (Rose Morrissey): Hey, this is eleven days passage to the Eastern Europe and you want to start and book a rest. Customer: Well, where, wherever well, actually I don't think it does, well, it does, it I haven't, all I know is that our friends are pre cruise is Viana prog and post. It. Has. It's Transylvania Boers so I don't know I didn't, I didn't look at the itinerary but exactly it's on the. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Is it okay, so the 30th of September? Okay. Customer: Okay. Yeah. Starts and starts and boopre huh. Well. Agent (Rose Morrissey): Okay, so no, it does not, it starts to, to start and book rest will be the September 28th. Customer: Okay, well. Agent (Rose Morrissey): And that's bookers to put a cash. Customer: Okay. Well, but she sent us and said sale departure date is September 30th. Agent (Rose Morrissey): Okay, that starts and put a Pash does she have a pre, does she have a pre package? Customer: Okay. Customer: Well, apparently, they that's what they booked the, they are booking the right. Take care. It can't, no Austra you're not anywhere close. Okay. Wait, no, no, no, no-go go over here and I was already there start of an age H-O. Agent (Rose Morrissey): What's. Agent (Rose Morrissey): Ship. Agent (Rose Morrissey): Okay. O-N-I-R okay, so that ships that itinerary starts and put a Pash. Customer: Yeah. Customer: Okay, well alright, yup. Agent (Rose Morrissey): On the thirtieth. Okay, so that's what that. Agent (Rose Morrissey): Hey. Agent (Rose Morrissey): Let's see the code DA 26. Agent (Rose Morrissey): It works. Customer: Okay, yeah, it's good until August 31st. Agent (Rose Morrissey): Yeah. Customer: Is what I was told? Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Okay, we got that. Agent (Rose Morrissey): We want category E. Agent (Rose Morrissey): Let your then. Agent (Rose Morrissey): Okay, I can do. Agent (Rose Morrissey): 108, I'm sorry. 1091 I would do 109 10 7105 that, that's more towards the front of the deck. So, what, huh. Customer: Okay, we'll take your work for it. Yeah, I don't, we'll take your. We don't, we don't, I don't have that pulled up as to what the, where the rooms are. So we'll. Agent (Rose Morrissey): Yeah, they're gonna be on the main, they're gonna be on the main deck and I'll put you in 109, so you're not all the way in the front close to where all the crew are at. Customer: Okay. Agent (Rose Morrissey): Okay, so. Agent (Rose Morrissey): Okay. Did you wanna have additional time and put a pesh. Or prog? Customer: Well, well it's both I thought. Agent (Rose Morrissey): Okay, so you want both. Let me see well, they do have fully guided tour Ianna, and prog four nights. Customer: Okay, so. Customer: Yup, that's it. Yeah, yup. Agent (Rose Morrissey): Is that what they want? They have? Agent (Rose Morrissey): You've been to probably before. Customer: Yeah, yeah, we there last December. Agent (Rose Morrissey): Oh, okay, your life. Yeah, will be nice to visit again, right? Did you go to Saint Charles bridge? Customer: Yup. Customer: We did that, we're saying right next to it, the hotel is right by it but, but Mike has been dreaming of a pizza place we went to in prog and that was just street from Saint Charles fridge. Agent (Rose Morrissey): Oh. Customer: So, he's kind of that, he might get that again. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): So, one morning we got up early, got our coffee, walked up to Saint Charles bridge and we went all the way to the other side, so we kept down walking and walking. It ran into McDonald's and I thought, oh, my god, that looks really, look at the desert. Agent (Rose Morrissey): It was good. Alright, in the post, do you want to do an and nights? Okay, good. Customer: Yup, yup. Agent (Rose Morrissey): They have an assemble but I think you've been there before. Customer: No, we've not. Or book, or book are. Agent (Rose Morrissey): Okay this, alright it's do you want to include air? Customer: Yeah, he's, yeah yeah. Agent (Rose Morrissey): With Vit yes. Agent (Rose Morrissey): Yeah. Customer: I guess we don't get 35 percent off on the pre and post hand air. Agent (Rose Morrissey): Well, let's, let's just get to the so flying out of Richmond. Customer: With our code. Customer: Yeah. Agent (Rose Morrissey): Okay. Customer: We don't like driving to DC. Agent (Rose Morrissey): So, that'd be Norfolk, right? Or no? Just Riri. Customer: No, no. Richmond is R-I-C. Agent (Rose Morrissey): Okay, I got it. Customer: H-O-N-I-R, yeah. Agent (Rose Morrissey): Okay. Econo class is $12 not $1,299 premium economy is $2,598 per person. Okay, business class is $5,298. Customer: Uh-huh. Customer: Okay, well it won't be economy. Agent (Rose Morrissey): Yeah, do you want to do business? Customer: Yeah, do we want business? Yes, but. Customer: It's twice the price of the, twice the price of the other, the premium economy. We could, we've not. Agent (Rose Morrissey): That's actually not. I'm looking at business class right now to go to Europe for some clients. 664-7100. Customer: Yeah. Customer: Yeah. Agent (Rose Morrissey): Yeah, isn't that crazy? Customer: Yeah, that's what we, that's more for the last couple. Yeah. Agent (Rose Morrissey): Or do you want to do premium, have you've been on premium economy, right? Customer: So. Customer: We have not done premium on the last three tra. Agent (Rose Morrissey): Yeah, I know once, it, it's hard to go back when you got business class before. Customer: Yeah, it is hard Ju do put it in business. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Yes, they are biking pass Sengers. Agent (Rose Morrissey): Like one of my clients was saying to me he just booked a pro cruise and I go, oh, wow, this is your first world cruise. Hesus, yup, don't want to be the richest man in the cemetery. Customer: That won't be a problem. Agent (Rose Morrissey): I just never. I said, oh, while I've heard that before but I, you know, I not from a client. Customer: We're working on that. Customer: Mm-hmm. Agent (Rose Morrissey): How's everybody in the family Tom is doing okay. Customer: He is, he, he's had to cancel a couple of trips and they're not, they're not ready to travel back because they dad get go ahead hip replacement. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): I know. Agent (Rose Morrissey): I know. Customer: So he's, hi there they even attitude adjustments, yeah, they need to, they need a new attitude and, and just get, get with it and go. Agent (Rose Morrissey): Yeah, just go. Customer: And now they live less than ten minutes away from us. Agent (Rose Morrissey): Oh, really. That's nice, that's good. Customer: Yup! Yeah, we send him, we see them all the time. Agent (Rose Morrissey): Oh, please say hello to them for me. Oh. Customer: I will. So, right now they turn me the two little lady. Agent (Rose Morrissey): They better get going, right. Customer: I know. Yup. I think four years under my. Agent (Rose Morrissey): I'm almost finished here. Customer: Let's get the total here. Agent (Rose Morrissey): Getting there with the total here. Agent (Rose Morrissey): Okay, in. Well, I just did you just don't like the way I entered in? Agent (Rose Morrissey): Let's see. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): L-L-L-O-O. Agent (Rose Morrissey): That's cool. This thing knows your email the end. Okay, what about insurance $1,099 per person? Customer: Yes. Agent (Rose Morrissey): Okay, how about you? How are you doing Michael, with your name? I think it was your name. Customer: Word. Well I as soon as we, let's see he's getting it replaced October 16th his second knee. So when we get back from the portal he's scheduled to change his leg. I'm working on the state from the head down. Agent (Rose Morrissey): Oh, oh, oh. Agent (Rose Morrissey): He's going. Agent (Rose Morrissey): Oh, wow. Agent (Rose Morrissey): Oh, wow okay. How was how was the person need replacement? Good. Customer: It went, it went well, it went very well. Agent (Rose Morrissey): Oh, okay. I know some people everything goes well for them and some people don't, I don't know why. Customer: And. Customer: Well since for the last three days, I play pickle ball for three hours every morning. Agent (Rose Morrissey): Oh, my goodness. Customer: It must be going one. Agent (Rose Morrissey): I think. Agent (Rose Morrissey): I used to play tennis but when my niece start like, you know, that Moman lateral movement, I. Customer: Yes, that's why we all now. Agent (Rose Morrissey): Okay. So, I got everything in here. I got your, I'm gonna double-check because there's a lot of other codes, promo code and I'll see works out better for you folks. So I'll call Viking on that your booking number. 100150. Customer: No, okay. Customer: Alright. Customer: Okay, 10. Say, say it again. What, 10? Agent (Rose Morrissey): 015731. Customer: Okay. Customer: Alright, so it's has 10015731 okay. Agent (Rose Morrissey): So you shoot an email of the confirmation, but the grand total, I'm waiting for Thisis to bring that up for me. Customer: Four. Agent (Rose Morrissey): Okay, come on. Customer: Twenty. Agent (Rose Morrissey): We have to open it. Outside of remote, I see it. Agent (Rose Morrissey): Okay. Any day now computer did you get your confirmation? Customer: Oh, I did hadn't looked, just a second. Agent (Rose Morrissey): Yeah, I'm waiting for mine too, so I can look at it and then. Customer: Okay. I have a biking invoice. Agent (Rose Morrissey): Yeah, they sent it to you already. Customer: Confirm now. Yes. Agent (Rose Morrissey): Oh, what about me? Customer: And. Agent (Rose Morrissey): Okay, there it is. I liking. Customer: That. Customer: 28 basically, yeah. Customer: Okay, I got, I'm looking at it. Yeah, alright. Agent (Rose Morrissey): Oh, oh that discount is good it gave me $400 off per person and then you got your pass passenger I don't like the final payment due date. So I want to switch that out. I wanna do cause that's here in advance and you have other Vikings here. Yeah, I'll get that changed. You have a 28 and you have. Customer: Well, when is it? Customer: Right. Customer: We have a 27. Agent (Rose Morrissey): Mm-hmm right here. Okay, I will reach out to biking and make these changes. I will double-check on the. Customer: Okay. Customer: Okay. Agent (Rose Morrissey): And see which one works out better. It's fun because we only give a support credits for the river for the cruise only gonna be $300 total, plus $400 grand total. So it's $27,488. It will be $2,788. Customer: Okay. Alright. Agent (Rose Morrissey): $27,088. Customer: Okay. Agent (Rose Morrissey): Let me, let me let me call biking and I'll call you right back. I'm gonna double-check any other promote, okay? Alright. Thanks. Bye. Customer: Codes. Okay, thank you. Alright, bye.