Sonia Kaplan (Roy Bloom) · Aug 7, 2026 ยท 2:34 PM
Outbound · 06:32 · Planner: Taylor Bazzoni · +15613577720
“I thought you were sick or something because you always call me back.”
Resend the updated invoice/insurance confirmation email to Roy and confirm receipt within 24 hours. Flag the callback delay in the system to ensure similar support requests receive timely outreach.
Full analysis
What happened
Roy called with a support issue: he had requested travel insurance added to an existing booking but had not received confirmation after multiple attempts to reach the agency (calls on Tuesday, Wednesday, Thursday, and Friday morning). Taylor explained that the supervisor (Aaron Conner) had asked her to handle it, that the insurance had been added two days prior (August 5th), and that a new invoice had been emailed. Roy had trouble locating the email but found it while on the call. Taylor offered to resend it. By the end, Roy's frustration had largely resolved; he understood the insurance was now in place and thanked Taylor.
Emotional read
The customer started visibly frustrated and confused, complaining about delayed service and unanswered voicemails. His tone shifted noticeably once Taylor clarified she was acting on his behalf at the supervisor's request and confirmed the insurance had been added. By the end, he was apologetic and grateful, acknowledging 'you always call me back' as his baseline expectation.
Emotional arc through the call
Started upset and confused about unresponsive service, quickly warmed once Taylor explained the supervisor had sent her and confirmed the insurance was added, ending the call appreciative and apologetic.
How customer sees Pavlus
- negative · frustrated that multiple calls over a week went unanswered: 'I called Tuesday, left a message I called Thursday and then, Wednesday and Thursday, and ain't call this morning and I left messages'
- negative · upset that no callback was made despite established relationship: 'I thought you were sick or something because you always call me back'
- positive · appreciated that Taylor took ownership and resolved the issue once contacted: 'thank you so much' after confirming insurance was added
Process friction
- customer called multiple times (Tuesday, Wednesday, Thursday, Friday) without receiving a callback
- email confirmation of insurance addition was sent but did not arrive in customer's inbox (or was missed); took resend
- supervisor's name (Aaron Conner) routed the callback instead of the expected agent, creating confusion for the customer
Customer behaviors
following up on a service request after multiple failed attemptsventing frustration about delayed response and broken callback expectationtroubleshooting email delivery in real-time during the callquickly de-escalating once the agent clarified the issue was resolved
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | travel insurance additionmissing email confirmationdelayed callback responseinvoice updates |
|---|---|
| Objections | frustrated by week-long delay in adding insurance after multiple callsupset that no one called back after leaving messages Tuesday through Fridayconfused about why a supervisor's name appeared instead of expected agent |
Analyzed 2026-08-07 14:47:12 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (4,683 chars)
Agent (Taylor Bazzoni): Hi, this is Taylor with publish travel, is this Roy? Customer: This is Joe. Yeah, I can barely hear you hold one second, get you try again. Agent (Taylor Bazzoni): Hi, this is Taylor with publish travel. How are you? Customer: Oh, good. Agent (Taylor Bazzoni): Good. Hey, I got your message over to guest relations and they added that on and emailed you. Customer: Okay, just, just hold the. Customer: I'm gonna put, you're gonna get a loud noise, I'm switching over to another phone and. Agent (Taylor Bazzoni): Okay. Customer: Okay, I. Agent (Taylor Bazzoni): Yeah, I can hear you. Customer: Okay. Okay, now I can talk to you. Go ahead and I can hear you fine. Agent (Taylor Bazzoni): Yeah, absolutely. So I spoke to, I sent your message over to guest relations and they were able to get that added on for you. Customer: To get what edit on? Agent (Taylor Bazzoni): The insurance. The insurance that you wanted. Customer: Oh, the insurance. Well you know, I'm very, I'm very upset. No, I don't know what happens to Taylor. Okay, I don't know you sure. Oh, oh, oh, you, oh, is this Chan? Well I called, I called this morning. Agent (Taylor Bazzoni): Okay. Agent (Taylor Bazzoni): I'm Taylor. Agent (Taylor Bazzoni): This is Tay. This is Taylor. Yeah. Agent (Taylor Bazzoni): Yeah. Customer: And they gave me and they're a different person answered the phone. Well, they didn't answer but the voicemail a Aaron Conner. Agent (Taylor Bazzoni): Right. Agent (Taylor Bazzoni): Yeah, no, so that's my supervisor and she asked me to call you. So I sent your message to guest relations and they were able to add that insurance and they emailed you your new invoice. Customer: Oh, oh, okay. So, how come, how come I took a week for you to add me cause I'm, you know, I called Tuesday, left a message I called Thursday and then, Wednesday and Thursday, and ain't call this morning and I left messages, give me another. Did that? Agent (Taylor Bazzoni): So you're all set. Agent (Taylor Bazzoni): And I apologize I should have called you but I sent your message to guest relations to be actioned. Customer: Okay. Customer: So when was that sent this morning? Agent (Taylor Bazzoni): No, that was sent. Agent (Taylor Bazzoni): That was sent two days ago on the 5th of August. Customer: I never got an email unless it's in there now. I was like, look. Agent (Taylor Bazzoni): Okay, yeah, you take a look but we action that and we got it over to you as fast as we could. Customer: Well, can you send me now? Agent (Taylor Bazzoni): I can resend it to you. Customer: So, yeah, I think he's gonna have. Well I'm gonna take a look, so. Agent (Taylor Bazzoni): Okay. Customer: No, that was sent from publish, I guess, so. Agent (Taylor Bazzoni): Yes, that is correct. Customer: I got something here from fable. Oh, wait a minute. Do, I, did get something the other day then it maybe this morning turn to apologize. Agent (Taylor Bazzoni): Yup. Customer: Oh. Customer: Alright. Let me just take a look. Agent (Taylor Bazzoni): Sure. Customer: I can't get anything. Customer: But some reason it didn't come up, it shows here thank you for yup, having a plan and then it says a guest copy and then, then, and then they got a blue thing on the right-hand. So you know where I usually push to get the message. Oh, now it's coming up. Agent (Taylor Bazzoni): That's okay. Agent (Taylor Bazzoni): Yes. Customer: Oh, okay, if for some reason it didn't come up before at all. Customer: Okay, one second. Let me just get the other one. Customer: I'm gonna safe to download it was the second 11 there I got, I gotten a copy from a celebrity and then there's a second one that says your publish inverse yeah. But that does I keep hitting it and it doesn't come up, it just save. Agent (Taylor Bazzoni): Mm-hmm. Agent (Taylor Bazzoni): Correct. Agent (Taylor Bazzoni): Do you want me to resend it for you? Customer: Yeah, why don't you do that? Maybe I'll have that look. Agent (Taylor Bazzoni): Okay, I will do that and let me know if you need anything else, alright? Customer: Okay. Customer: I thought you were sick or something because you always call me back. Agent (Taylor Bazzoni): I know and I apologize I should have done that. I sent it right over to guest relations. But I am here, I promise and I'm taking care of your Roy. Customer: Okay. Oh. Customer: Oh, okay, I know that but as long as everything is still the same and then when I saw this strange name, I just wait a minute. Okay, thank you so much. Agent (Taylor Bazzoni): I know, I don't know how you got over to Aaron. Agent (Taylor Bazzoni): Alright, my pleasure Roy. Have a good day. Bye. Customer: You too bye-bye.