Conrad Lubkay · Aug 6, 2026 ยท 6:18 PM
Inbound · 03:39 · Planner: Julianne Cricchio · +17609174062
“I have to leave, I'm gonna be leaving on Saturday. So I have hours to do so if he's not available, maybe he can tell me what time to call.”
Mike Duran should call Darlene at 760-917-9912 within the next 30 minutes to finalize airport-to-hotel transfer details for her Saturday departure (booking 30100185).
Full analysis
What happened
Darlene Lubkay called to coordinate a callback with Mike Duran regarding airport-to-hotel transfers for an upcoming Saturday departure. She had called earlier and left a message, and was reaching out to confirm her availability. Agent Julianne confirmed Mike would be back from lunch in 15 minutes, took Darlene's contact details (phone number and booking number 30100185), and agreed to pass along a message indicating Darlene would be available for the next 30 minutes. The call was successful in coordinating the followup but contained no booking or closing activity.
Emotional read
Darlene was mildly flustered but cooperative throughout, occasionally frustrated with herself for not having details immediately at hand ('dam it, of course I can't find it this second'). She remained patient and collaborative with the agent, willing to wait for Mike's callback and appreciative of Julianne's help coordinating the timing.
Emotional arc through the call
Darlene started slightly frazzled juggling multiple pieces of information and mild frustration with phone tag, but calmed and became cooperative once Julianne confirmed Mike's availability and took action to relay her message.
How customer sees Pavlus
- neutral · customer referred to agent as 'Julian' and agent corrected gently; no explicit comment on Pavlus brand or service quality
Customer behaviors
coordinating callback timingmanaging multiple urgent tasks before departureplaying phone tag with assigned plannerverifying contact details and booking reference
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | airport hotel transferstravel logisticscallback coordination |
|---|
Analyzed 2026-08-06 18:25:22 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,080 chars)
Agent (Julianne Cricchio): Thank you for calling pubs travel, this is Julianne speaking. How may I help you? Customer: Hi Julian, I got a message from Mike Duran and he wanted me to tell him when I would be available and I called earlier to talk on the phone and it's simply about airport to air, airport hotel transfers. And I, but, I now, I have to leave, I'm gonna be leaving on Saturday. So I have hours to do so if he's not available, maybe he can tell me what time to call. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Oh. Agent (Julianne Cricchio): Yeah, it's so funny that you call, you guys are playing phone tag. Mike is on lunch but his lunch is over in fifteen minutes. I could see he took his lunch 45 minutes ago. So what? Customer: Yes, we are. Customer: Okay, then, I will, then, I will stick around until after lunch for sure. Agent (Julianne Cricchio): Oh, okay. So I will send him a message letting him know that you called. Is your name Conrad? Customer: Well, Darlene Conrad with my husband. That's probably, probably it showed up on my credit card or something. Agent (Julianne Cricchio): Oh, okay. Darlene. Agent (Julianne Cricchio): Yeah, it showed up on the caller ID. Customer: Oh, really, okay. Agent (Julianne Cricchio): Yeah, yeah, yeah, okay, and so, is this number 760 alright, so, wait, so, let me, let me type it 917 yeah, yeah, yeah, okay, let me type it to you cause I wanna make sure I have it, okay? The phone number I have on file is 760-917-4062. Customer: 9912 so you better say it to me. Customer: Perfect, you got it. Perfect. Agent (Julianne Cricchio): Alright, and Darlene what's your last name? Customer: Love K-L-U-B-K-A-Y and I have my I have my number here, my, what do you call it? That funny number, yeah. 33001 dam it, of course I can't find it this second. Oh, they're 300 10 0185 so that should give you all the information you possibly could ever want. Agent (Julianne Cricchio): Okay, great. Agent (Julianne Cricchio): Booking number. Agent (Julianne Cricchio): Okay, let me repeat that booking number back to you. I have 300100 oh. Customer: No, just want, okay, just a second, let me pull it up again, not you. It's not you. It's not you. I just have too many things on my mind. Agent (Julianne Cricchio): Sorry, I'm sorry. Customer: Dam it. Customer: 30100185. Agent (Julianne Cricchio): Okay. Agent (Julianne Cricchio): Okay, I'll say it again. 30100185. Customer: That's me. Agent (Julianne Cricchio): Okay, great. Alright, so I'm gonna send a a message to Mike on team so he can see that right away and he should be back shortly. Yeah. Customer: Okay. Customer: Okay, yeah, I'll stick around for another half an hour and then, then I, I've got a lead to do some chores that are really required before I get on any plane or ship or anything. Yup. Okay. Agent (Julianne Cricchio): Okay, yeah. Understood. Okay, I'll let him know that you're just sticking around for another thirty minutes or so, so if you'd like a callback soon. Alright, my pleasure. Okay, bye-bye. Customer: Sounds good. Thanks, bye-bye.