Mable Brown · Feb 22, 2024 · 7:03 PM
Outbound · 07:27 · Planner: Rose Morrissey · +12102696227
“I wanna make sure it doesn't do the fraud alert... I would like to call the credit card real quickly and see if we can charge the whole thing.”
Schedule a callback with Mable after she has contacted her bank to authorize the $9,546.06 charge, then process payment immediately. In parallel, prepare and send the San Francisco to Amsterdam airline routing options for her review.
Full analysis
What happened
Mable called to review the final invoice after the agent had emailed it. The quote is $9,546.06 total ($4,773.53 per person including insurance). Mable expressed concern about payment due to a prior fraud alert when charging airline tickets to Mexico City on one of her credit cards. She wants to call her bank first to pre-authorize the large cruise charge before attempting payment. The agent agreed to wait for her callback after she contacts the bank. Mable also confirmed that airline tickets (San Francisco to Amsterdam) will be booked separately after the cruise package is finalized.
Emotional read
Mable is methodical, cautious, and somewhat anxious about payment logistics due to a prior fraud alert experience. She is cooperative and engaged throughout, actively problem-solving by organizing her papers and wanting to verify with her bank before committing payment. Her tone is patient and respectful, though slightly worried about repeating past payment problems.
Emotional arc through the call
Mable remained consistently calm and methodical throughout, showing slight anxiety about payment authorization but never frustrated; her tone stayed cooperative and solution-oriented.
How customer sees Pavlus
- neutral · agent initially did not send the insurance email and had to resend it during the call
- positive · agent was responsive and agreed to wait while Mable called her bank to authorize the charge
Process friction
- insurance email was not received by customer on first send, agent had to resend during call
Value perception
Not explicitly stated. Mable did not comment on Pavlus's value relative to alternatives or direct booking.
Customer behaviors
organizing documents and taking notes during callproactively addressing payment friction by planning bank pre-authorizationdeferring final payment until fraud concern is resolved with bankreviewing and confirming invoice totalsplanning to book airline tickets separately after cruise
Topics & signals
| Topics | invoice and insurance confirmationpayment processingcredit card fraud concernsairline ticket add-onstrip to Amsterdam |
|---|---|
| Destinations | AmsterdamMexico CitySan Francisco |
| Buying signals | reviewing final invoice with insurance includedasking about payment methods and processready to process payment after bank verification calldiscussing airline ticket add-ons for separate booking |
| Objections | concerned about credit card fraud alert based on prior Mexico tripwants to call bank before charging to verify new large charge is approved |
Analyzed 2026-05-23 15:35:36 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (5,526 chars)
Agent (Rose Morrissey): Hey, this is rose. Customer: Hi, rose. How are you? Agent (Rose Morrissey): I am good. Did you get the email with the insurance on it? Customer: No I haven't. I mean know I was watching my email for a little bit for other things and then I thought well that's when I sent you one but I haven't looked at it but let me take a look hold on let me go and come on over here where I've got my papers and this way I can write down. Agent (Rose Morrissey): Let me see it is. Customer: I don't see. Customer: Okay. Let me open this up. Customer: Alright, could you still hear me? Agent (Rose Morrissey): What was that? I'm sorry, I'm going to resend it to you with me, yeah. Customer: Oh, okay, you could hear me? Okay, I was, just cause I put you on speakerphone cause I want to look up what you sent me real quick, see here. Agent (Rose Morrissey): Mm-hmm. Customer: No, I don't have anything yet. Agent (Rose Morrissey): Let me see this one that I sent. Agent (Rose Morrissey): Yeah let me send it to you. Customer: Okay. Agent (Rose Morrissey): $20,072. Agent (Rose Morrissey): Why didn't do that? Hold on a second. Customer: Mm-hmm. Agent (Rose Morrissey): Yeah, the insurance is included in here, okay, it's four oh $453 per person. Customer: Okay, so, it's gonna be at, 808 you probably, you pretty much nailed it. I think the other day you gave me a quote somewhere between that amount. Agent (Rose Morrissey): It was. Agent (Rose Morrissey): 403 something. Agent (Rose Morrissey): $4. Oh, $453 per person. 404. Agent (Rose Morrissey): We need to process your payment otherwise this thing is that all this work is going to be cancelled. Customer: Well, that's why I was concerned about making sure we get the new invoice reflecting the insurance. Agent (Rose Morrissey): Yeah. Customer: So that's 80906 addition. Okay, so 404, let me look at see, I. Agent (Rose Morrissey): I just emailed it to you. Customer: Okay, hold on just a second. Alright, let me take a look at it as long as I can see it on my email. I've already, okay, let's see, already printed out the first one that you sent me without, here we go. I'll take a look at it. Customer: Okay, I see it there. So the total for each person is four. The $4,773. Customer: And 53¢, that's the total of $9,547, oh six, okay, and I wanna ask you so as far as payment, how do we do this? I've got like a one credit card. I want to use for one of us and the reason being is because I had charged for some airline tickets for may to go to Mexico city. This is to visit family only. And, and it, and it was on my, we have two bank accounts and one of them is ran off and so I charged it with my Rand off and then it said fraud alert and it wouldn't let me pay for the tickets. So I ended up having to go to my debit card. But anyway, so I kinda wanna try one first, you know, with one amount I wanna make sure it doesn't do the fraud alert. Agent (Rose Morrissey): Mm-hmm. Mm-hmm. Agent (Rose Morrissey): Oh. Customer: And I'm wondering if I should call the bank first and let them know what I'll be charging. Agent (Rose Morrissey): Are you going to be using two credit cards or just one? Customer: Well, I, I'm not sure if it, if I could try one unless you can wait on my phone call and I can call the bank and just let them know that this is a new charge and you know, cause we cancel that one and I ended up using my debit card and then they said, oh, it's okay then we can go ahead and okay, and then I'm thinking, well that's all long and gone, it was a big fiasco to, you know, make sure that we didn't get double charged and whatever but I don't think we did cause I, they had reassured me that there was no extra charge on it. Because I had used my, my debit visa. So I want to just make sure that they're going to okay it, because obviously, I guess maybe, they know, we don't travel as much. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Uh-huh. Customer: And so I don't mean to but they probably thought was that's not them going somewhere. So, I would like to call the credit card real quickly and, and see if we can charge the whole thing. Agent (Rose Morrissey): Uh-huh. Agent (Rose Morrissey): Okay, okay, yeah, and then call me right back. Okay? Customer: And that's all I wanna do, okay, and, and if you can give me just a few minutes, well, I don't know how long it'll take but I've got the number to the credit card from the last time and I just wanna just advise them that there will be a charge of this amount, and then go ahead and see what happens. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yes. Agent (Rose Morrissey): Okay, alright. Look, I look forward to your call, okay, because I think mm-hmm go ahead. Customer: Alright, okay, very good then. Okay. Oh, yeah, go ahead. Well, I also wanted to ask, I did tell you that the, that the bazzle. To stud guard. It's something we want to do with the air, airline and and then of course that would be airline tickets and we'll deal with that after the package, correct? Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Mm-hmm yes. Okay. Customer: Okay. Alright then. Alright, let me get this rolling and then if you don't mind kind of taking a look, san San to Amsterdam and everything so that we can start looking at the airline tickets separately. Okay. Alright, thank you. Alright then. Alright, bye-bye. Agent (Rose Morrissey): Yes, we can. Okay, thank you. Yeah, bye-bye bye-bye.