Mable Brown · Aug 7, 2026 ยท 2:26 PM
Inbound · 04:21 · Planner: Ashley Major · +12102696227
“we haven't yet purchased them but I would like to go ahead and do that if all possible today.”
Taylor should call Mable back within the next few hours to confirm the shorter Delta flight option from Detroit to San Antonio and take payment/deposit to lock in the booking today, as Mable expressed readiness to purchase.
Full analysis
What happened
Mable called in seeking help locating a Delta flight from Detroit to San Antonio and checking if a shorter flight option was available. She mentioned she had been waiting to hear from her assigned planner Taylor and expressed concern about the lack of communication. Ashley attempted to get Taylor on the phone to assist directly, then offered to relay the request. When Taylor was unavailable, Ashley transferred the customer to Taylor's voicemail with the expectation that Taylor would call back to discuss flight options and complete the booking. Mable accepted this resolution and ended the call on a positive note.
Emotional read
Mable was warm and friendly throughout, though initially concerned about not hearing from her assigned planner Taylor. She expressed genuine care about Taylor's wellbeing when she hadn't been responsive. By the end of the call, she was satisfied with the resolution and thanked Ashley multiple times, maintaining an upbeat and cooperative tone.
Emotional arc through the call
Mable started with concern about lack of communication from Taylor, but warmed as Ashley took action to address the issue and arranged a callback.
How customer sees Pavlus
- negative · expressed concern that she hadn't heard from Taylor, her assigned planner, and even emailed to check if Taylor was okay
- positive · satisfied with Ashley's willingness to check on Taylor's availability and set up a callback with her
Process friction
- customer had to contact the agency to follow up on flight details rather than planner Taylor proactively managing the booking
Value perception
Not stated. Mable did not comment on Pavlus's value relative to booking direct or using another agency.
Customer behaviors
following up on a stalled booking with urgencyinvolving spouse in real-time flight decisionshowing concern for assigned planner's wellbeingseeking to complete purchase today
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- customer said 'I would like to go ahead and do that if all possible today' and agent did not attempt to take the booking or collect payment details before transferring to voicemail
Topics & signals
| Topics | flight optionsDelta flight routingagent availabilitytravel planning |
|---|---|
| Destinations | DetroitSan Antonio |
| Buying signals | stated desire to purchase flights today if possiblebrought spouse into decision-making call about flight selectionasked agent to check flight availability proactively |
| Objections | concerned about lack of communication from assigned planner Taylor |
Analyzed 2026-08-07 14:36:22 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (2,692 chars)
Agent (Ashley Major): Hi, this is Ashley, with the publish travel air department. How can I help? Customer: Good morning Ashley. My name is Mable brown and I have been just a little concerned that I haven't heard from Taylor. Mazon I actually sent her an email to see if she was okay? But the last that I recall it was on a delta flight that we were gonna go ahead and, and agree to go ahead ouch, ouch, ouch stop it. Sorry. I have a new little family member and it's a kitten, he dis attack my ankles but anyway, so there was a, a flight with delta. And the only question I had on it was if there was another flight that left us. Agent (Ashley Major): Mm-hmm. Agent (Ashley Major): Oh, yeah. Agent (Ashley Major): Oh, yeah. Customer: Going from Detroit to San antonio a little shorter, cause it was a little over than three hours. So anyways, could you kinda check it out to see if it's still there or I mean, we haven't yet purchased them but I would like to go ahead and do that if all possible today. Agent (Ashley Major): Let me see. Okay. So, it looks like, let me see. Let me go ahead and see if miss Taylor is available. It looks like she is in today. Let me see. I'm gonna give her a quick call. I'll be right back. Customer: Okay. Okay, just let her know that I was concerned. I hope she was in ill or something and just to make sure she's all as well. Okay? Agent (Ashley Major): Oh, for sure. Yup, I'll call and put you on a brief hold. I'll be right back. Customer: Wonderful, thank you. Agent (Ashley Major): Alrighty, thank you so much for your patience. Are you still with me? Alrighty, so miss Taylor is on another call at the moment but she did ask let me see if I can do this. Customer: Mm-hmm yes. Uh-huh. Customer: Mm-hmm. Customer: Bruce re. Customer: Bruce come in here, because we're gonna decide on the flight. Agent (Ashley Major): I'll see. So yes, it does look like she is on another call at the moment. She did ask that I sent you over to her voicemail and that she can give you a call back when she's wrapped up with this call. Customer: Come in here so we can decide on the flight. I. Customer: Oh, okay. Okay, that'll be fine alright then, so then she's gonna go ahead and give me a call about the flights and everything. Agent (Ashley Major): Alrighty. Agent (Ashley Major): Yes ma'am. Customer: Okay, very good then. Alright, well, thank you very much Ashley and thanks for checking in on her. Alright. Agent (Ashley Major): Oh, yes ma'am. Absolutely, my pleasure. If you have any questions better referral program, please don't hesitate to ask. Otherwise I hope you have a great rest of your day and I'm gonna send you over now. Customer: Thank you, uh-huh.