Sonia Kaplan (Roy Bloom) · Jan 28, 2026 · 9:14 PM
Inbound · 01:56 · Planner: Taylor Bazzoni · +15613577720
“I'm trying to find out what it is. Listen, I'll call you back. I'll let you know exactly what it is.”
When Roy calls back, Taylor should have his booking file open and ready to immediately confirm the cabin category (guarantee deluxe, category W, or other) so the conversation can close cleanly without further back-and-forth.
Full analysis
What happened
Roy called in with questions about a specific cruise: an 11-night Panama Canal and Southern Caribbean itinerary departing November 23 to December 4 aboard Regent (the Retreat). He needed to confirm the cabin category—whether it was a guarantee, a deluxe, or category W—but struggled to locate the right details on his end. The agent attempted to help by offering possibilities, but Roy could not confirm which option matched his booking. Ultimately, Roy decided to hang up and call back once he had the information in front of him, leaving the cabin category unresolved.
Emotional read
The customer started engaged but grew increasingly frustrated as they struggled to locate and confirm cabin details on their end. By the end of the call, they were noticeably flustered ('froze up here'), unable to clearly articulate the cabin type, and opted to disconnect rather than continue troubleshooting.
Emotional arc through the call
Started moderately engaged but grew frustrated as difficulty locating cabin details escalated, culminating in disconnection to find paperwork.
How customer sees Pavlus
- neutral · Agent (Taylor) remained calm and cooperative during a confusing exchange, saying 'That's okay' twice when the customer struggled
Process friction
- customer unable to easily locate booking details mid-call, requiring callback to clarify cabin category
Customer behaviors
searching for booking details while on callattempting to clarify cabin category and guarantee statusfrustrated by technical difficulty retrieving informationdeferring resolution pending document review
Topics & signals
| Topics | cruise cabin category clarificationPanama Canal itinerarycabin guarantee vs assigned |
|---|---|
| Destinations | Panama CanalSouthern Caribbean |
| Cruise lines | Regent (implied by 'retreat' branding) |
| Objections | uncertain about exact cabin category and guarantee type |
Analyzed 2026-05-25 01:54:42 by claude-haiku-4-5-20251001. Confidence 0.65.
Transcript (1,275 chars)
Agent (Taylor Bazzoni): Hey Roy. Customer: Okay, I gave you the wrong it's the, it's the assen. Agent (Taylor Bazzoni): Oh, the, okay. Okay. Customer: It's called the eleven night Panama canal, southern Caribbean and the state is November 23rd to December 4th and it's the retreat and, and. Agent (Taylor Bazzoni): Okay, okay. Agent (Taylor Bazzoni): The sky suite, like you said. Customer: I think so. Customer: Well, yeah, I yeah, I think it's today they have one you. They pick it for you then there is one that, but it's the third one down. It's, I'm pretty sure that's it cause I couldn't get that up right away. Okay so, and. Agent (Taylor Bazzoni): A guarantee. Agent (Taylor Bazzoni): Okay, let me look. Customer: So you got. Agent (Taylor Bazzoni): So you said it's a guarantee, is it a guaranteed deluxe? Customer: It to guarantee is it a? Agent (Taylor Bazzoni): It's in the retreat, it's a deluxe and it's a category W. does that sound right? Customer: So. Customer: My my, my. Customer: Froze up here, what I mean. Agent (Taylor Bazzoni): That's okay. Customer: I'm trying to find out what it is. Listen, I'll call you back. I'll let you know exactly what it is. Okay, bye-bye. Agent (Taylor Bazzoni): That's okay. Agent (Taylor Bazzoni): Okay, sounds good. Bye.