Edward Goodman · Jun 24, 2025 ยท 7:42 PM
Inbound · 01:08 · Planner: Jessica Folkner · +13015185426
“Do you want to give me the different number then I'll have it and there won't be a problem in the future.”
No follow-up needed; customer was routed to air department and call concluded. Internally, ensure routing accuracy for inbound calls to minimize misdirection.
Full analysis
What happened
Edward Goodman called Pavlus Travel inbound but reached the wrong department (destination relations instead of air). He politely asked to be transferred or given the air department's direct number. The agent offered to transfer him, but the customer preemptively asked for the number instead to avoid future dialing errors. The agent provided the number (888-247-3126), and the customer thanked her and ended the call. No travel booking or discussion occurred; this was a pure routing/support interaction.
Emotional read
The customer was polite and pragmatic. He called with a routing problem, calmly redirected the agent toward a solution (requesting the number directly rather than being transferred), and expressed gratitude when given what he needed. No frustration or tension evident.
Emotional arc through the call
Remained steady and pleasant throughout; no emotional movement.
How customer sees Pavlus
- neutral · Customer did not express any view of Pavlus's service or brand; the call was too brief and transactional to form a perception.
Process friction
- customer reached wrong internal department on first call attempt
Customer behaviors
problem-solving proactively (requested number rather than transfer to avoid future errors)courteous and brief
Topics & signals
| Topics | wrong number / routing issueair department contact |
|---|
Analyzed 2026-05-27 22:05:23 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (1,094 chars)
Agent (Jessica Folkner): Good afternoon. Thank you for calling dest relations at travel. This is Jessica. How can I help you? Customer: I have the wrong number. I want to talk to the air department. Can you get me over there or is there a different number? Agent (Jessica Folkner): Yeah! We do have a different number let me see if I can transfer you. Do you mind if I put you on hold for just a moment. Customer: Hey, do you want to give me the different number then I'll have it and there won't be a problem in the future. Agent (Jessica Folkner): Sure. Yeah, let me grab. Customer: Oh. Agent (Jessica Folkner): I apologize. I put you on hold. Let's see what that phone number is here. Agent (Jessica Folkner): Are you ready? Customer: Yup. Agent (Jessica Folkner): It's 888-247-3126. Customer: Okay, thank you very, very much, I appreciate it. Agent (Jessica Folkner): My pleasure. Any other questions for me while I have you? Maybe about our referral program? Customer: No, no, you're good, you're good. Thanks a lot. Bye-bye. Agent (Jessica Folkner): Okay, thank you, my pleasure, bye-bye.