Mable Brown · Feb 28, 2024 · 11:14 PM
Inbound · 05:14 · Planner: Rose Morrissey · +12102696227
“Okay, the price didn't go up or anything, right? ... Okay. Oh, it went down. Wow, okay, yes.”
Send Mabel a written confirmation email with the final ticket numbers, total price ($2,961.20), and Delta reservation code within the next hour. Follow up with a separate brief message confirming the seats were successfully assigned post-issuance to close the loop on the seat selection concern.
Full analysis
What happened
Mabel called to follow up on a flight booking for two people that Rose had emailed the previous night. Mabel was uncertain whether she should have paid or sent approval via email, and expressed concern that seats had been lost in the system. Rose clarified the outstanding items and confirmed the total price was $2,961.20 per person for two people—actually a decrease from the prior quote of $2,990. Mabel accessed her reservation to verify the details and Delta confirmation code, then explicitly authorized Rose to immediately issue the tickets. The call ended with Mabel satisfied that the price had improved.
Emotional read
Mabel started the call somewhat confused and frustrated about communication and seat selection issues, evident in her repeated requests to verify details and technical struggles accessing her computer. Her tone improved noticeably once the price was confirmed as lower than expected, ending the call with relief and gratitude. She remained engaged and collaborative throughout despite the friction.
Emotional arc through the call
Mabel moved from confused and slightly frustrated about communication and seat selection issues to relieved and pleased once the price was confirmed lower than previously quoted.
How customer sees Pavlus
- negative · confused about whether Rose's previous email requested payment or just notification, suggesting unclear communication on next steps
- positive · appreciated that the price went down from the previous quote: 'Wow, okay, yes, while it went down. Okay'
Process friction
- customer unclear whether she was supposed to send approval email or await invoice; communication about next steps was ambiguous
- seat selection issue in system; agent noted seats were 'unable' but would resolve after ticketing
- customer stated she sent approval email around 9-10am but agent did not receive it
Value perception
Not explicitly stated. Mabel appeared satisfied that the price decreased from the prior day's quote.
Customer behaviors
verifying price and reservation details before final approvalstruggling to access and navigate her computer during the callseeking reassurance on pricing before authorizing ticket issuanceready to commit once confusion was resolved
Topics & signals
| Topics | flight bookingseat selectionprice confirmationemail communication |
|---|---|
| Cruise lines | Delta |
| Buying signals | confirmed price of $2,961.20 total for two peopleexplicitly approved agent to proceed with ticketing immediatelyexpressed relief that price went down from previous quote |
| Objections | confused about whether to pay or wait for invoice before proceedingconcerned seats were lost or not properly selected in systemuncertain about email communication protocol with agent |
Analyzed 2026-05-23 04:08:07 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (4,058 chars)
Agent (Rose Morrissey): This is rose. How may I help you? Customer: Hi rose, it's Mabel, Mabel brown. How are you? Uh-huh. Agent (Rose Morrissey): Hey. I was gonna find out how have you guys received the email I sent you last night for the flights? Customer: That one, I, that was the one you sent and then you said that you were going to go ahead and you know, for me to tell you to go ahead and pay for it and I thought we're gonna send us another one, saying to pay or whatever. I don't know, like an invoice, I wasn't too sure. Okay. Agent (Rose Morrissey): I think miss communication here, I was just we didn't email me to let me know to go ahead and move forward really. Customer: Cause I think because you were trying to something about you lost the seats, or it didn't click the seats or something. Is the reason mm-hmm. Agent (Rose Morrissey): Yeah, hold on a moment. Agent (Rose Morrissey): 12. Agent (Rose Morrissey): Okay, is it still there? Is it still there? Is it, yes. Agent (Rose Morrissey): Okay, $207,020 total for two people was that. Customer: 2000, let's see let me take a look. Hold on, hold on, hold on, let me get into my computer. I know I think I have notes, but hold on. Customer: Okay. Let me get in here real quick. Agent (Rose Morrissey): Yeah, for some reason seats are on the seat un unable why but. Agent (Rose Morrissey): But the seat is still there. So, anyways, okay. Customer: Is it just not able to, let's see. Agent (Rose Morrissey): No, no I think once we issue these tickets there'll be okay but I. Customer: Okay, here we go now let me just large this full screen. Here we go. Okay, it was okay, departure now. My computer's not moving. Agent (Rose Morrissey): What was our? Customer: No, come on. Well, I can't bring it down. I can't go down on it but I have here the reservation code and the airline reservation code and I've got confirmed delta but I can't. Customer: I can't do that. Customer: Okay, there we go. I see, like it stops. Okay there, alright, see. Customer: Yeah, I don't see the seats. Agent (Rose Morrissey): No, no, no, not the seats. But I'm asking you was, was the price that we agreed on last night? $1,480.60 per person. Customer: Over. Customer: I wanna say it is, I got the total, hold on. I wrote it down, I wrote it down, hold on. Let's see it was like $2,000. Customer: Nine something $2,900. Customer: Chris, can you make my go down, up I WAN to. Agent (Rose Morrissey): $2,961.20. Customer: It could have been it, I just remembered, it was $2,900 and something, and some change it should be let's see if it's on there. Agent (Rose Morrissey): Okay, okay I'm gonna run forward, I'm gonna move forward with these tickets right now, okay. Customer: Oh, okay. Okay. Well, yeah, I thought you were, you didn't get my, my email? I said yes, go ahead and no. Agent (Rose Morrissey): I haven't, you just said I haven't seen an email from the air ticket department. Customer: Okay, yeah but I did send it to you. I actually sent it about 9:00 or 10:00 this morning. I sent it let me see what. Agent (Rose Morrissey): Let me see. Agent (Rose Morrissey): Maybe we're going to go ahead and run forward I don't, we are running these tickets. Yes, okay let me go and do it right now and then we'll forward on email you come. Customer: Yes. Customer: Yes, yes. Customer: Okay, the price didn't go up or anything, right? Agent (Rose Morrissey): No, this is surprised. 296120. Customer: Okay, that's it, that's it. Okay. Yes, please get them, yes, uh-huh. You know what, I don't see where I didn't send it to. Agent (Rose Morrissey): Okay, no, actually, yesterday's price. You know what the, I know I don't see an email from you this morning. So yesterday the total airfare for two people was $2,990 one so it went, went down. Okay. Customer: Okay. Oh, it went down. Wow, okay, yes, while it went down. Okay, alright, okay, thank you rose. Alright, bye-bye. Agent (Rose Morrissey): Yeah, I, I'll go ahead and do it right now before they close. Okay, alright, talk to you later. Okay, bye-bye, bye-bye.