Conrad Lubkay · May 12, 2026 ยท 7:44 PM
Inbound · 04:51 · Planner: Victoria Mendoza · +17609174062
“I just want to be able to get back to the same person if I get disconnected.”
Sam should confirm Darlene's seat selection preferences and complete the booking update, then send a confirmation email with the air department's direct contact number so Darlene can reach them without routing through reception on future calls.
Full analysis
What happened
Darlene called to request seat selection assistance on flights she had already booked. Victoria explained that Darlene had reached reception rather than the air department directly, but offered to help by looking up her booking (number 30100185). After a brief hold, Victoria transferred her to Sam in the air department to handle the seat selection request. Darlene sought confirmation of Sam's full name and asked Victoria to note the agent's identity in case of disconnection, showing concern about continuity of service.
Emotional read
Darlene was polite and cooperative throughout, though slightly confused about call routing and department navigation. She showed pragmatism in accepting Victoria's explanation and asking clarifying questions (confirming Sam's full name, requesting a reference for reconnection), suggesting a calm, methodical approach to problem-solving.
Emotional arc through the call
Darlene remained steady and polite throughout; no emotional shift occurred.
How customer sees Pavlus
- positive · expressed appreciation when Victoria offered to help despite reaching the wrong department: 'I appreciate that'
- neutral · did not comment on Pavlus brand, process quality, or agency reputation
Process friction
- customer was unclear how to reach the air department directly and had to be educated about call routing by reception
Customer behaviors
seeking seat assignment on existing bookingasking clarifying questions for service continuitydeferring to agent expertise on internal routing
Topics & signals
| Topics | seat selectionflight booking assistancecall routing |
|---|---|
| Objections | unsure how to reach air department directly without agent guidance |
Analyzed 2026-05-23 19:37:57 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (1,753 chars)
Agent (Victoria Mendoza): Publish travel, this is Victoria. How may I direct your call? Customer: Hi, this is Darlene Lo. And I'm calling about air I have I am booked on the flights but I would like to be able to select a seat. And I would also like to, you want my booking number is that's best for you. Agent (Victoria Mendoza): Okay. Agent (Victoria Mendoza): Yeah, I would, I'm gonna go ahead and take your booking number but you've actually reached the reception, and I'm sure you were probably trying to call the air department directly but when they're all on other lines, you do ring back to reception. Customer: I don't know how to do, I don't know how to do that. You'll have to tell me the telephone number for you. You can't Tran you. Agent (Victoria Mendoza): No, no, no, I'm trying to explain to you that you probably did call the air department but you ring back to reception when they're all on their lines. So let me go ahead and get your booking number and I will see who I have available, okay? Customer: I appreciate that. Let's see. Okay, where do I find it? 30100185. Agent (Victoria Mendoza): Okay, okay, and what was your first name again? Customer: Darlene. Agent (Victoria Mendoza): Darlene. Thank you. Just give me a moment I'll be right back with you, okay? Thank you. Customer: Okay, sure. Agent (Victoria Mendoza): Okay, thank you so much for holding, Darlene. I'm gonna put you through to Sam and she's going to assist you. Customer: Sure. Customer: Sam like the boy Sam? Agent (Victoria Mendoza): Yes, but she's short for Samantha. Customer: I understand. I just want to be able to get back to the same person if I get disconnected. Thank you. Agent (Victoria Mendoza): Sure. Agent (Victoria Mendoza): Mm-hmm my pleasure.