LeAnne Carpenter · Aug 7, 2026 ยท 2:33 PM
Inbound · 20:55 · Planner: Rose Morrissey · +14174250718
Sentiment
positive (0.65)
Intent
ready_to_book
Trajectory
steady
“Well we've not done premium on the last three trips... it's hard to go back when you got business class before.”
Next best action
Call Viking within 24 hours to confirm: (1) whether promo code DA26 (35% off, valid through August 31, 2027) applies to airfare and pre-/post-cruise packages or cruise-only, (2) adjust final payment due date to earlier deadline as discussed, and (3) send LeAnne updated confirmation invoice with final grand total and corrected payment schedule.
Call Viking within 24 hours to confirm: (1) whether promo code DA26 (35% off, valid through August 31, 2027) applies to airfare and pre-/post-cruise packages or cruise-only, (2) adjust final payment due date to earlier deadline as discussed, and (3) send LeAnne updated confirmation invoice with final grand total and corrected payment schedule.
Full analysis
What happened
LeAnne Carpenter called to book a September 30, 2027 Viking River Cruises passage to Eastern Europe (departing Budapest) with pre-cruise extensions in Vienna and Prague, and post-cruise in Bucharest. She had a promo code (DA26) providing 35% off and wanted standard cabin category E. Rose helped her select cabin 109, confirmed four-night fully guided tours for both pre- and post-cruise extensions, and discussed airfare options from Richmond, ultimately settling on business class. Rose calculated the grand total as $27,088 with $400 per-person discount applied and $2,788 travel insurance included. Rose indicated she would call Viking back to verify the promo code applicability to air/pre-post packages and confirm final payment dates before sending updated documents. The booking was verbally confirmed with order number 100150-15731 but final payment processing and document delivery were deferred pending Rose's follow-up with Viking.
Emotional read
The customer was warm, collaborative, and slightly deferential throughout the call. They engaged in friendly personal conversation about family, previous trips, and health matters, establishing rapport with Rose. While there were minor moments of price sensitivity around airfare and discount applicability, these did not significantly dampen their engagement or willingness to proceed.
Emotional arc through the call
Customer maintained a warm, collaborative tone throughout; no significant emotional shift, though there was momentary price sensitivity when discussing business class airfare that was not dwelled upon.
How customer sees Pavlus
- positive · Customer and agent engaged in warm, personal conversation suggesting good rapport and trust; customer deferred to agent's cabin and airfare recommendations
- neutral · Customer noted agent was having technical difficulties with the booking system ('Some days are good, some days or not on this technology'), but neither party seemed frustrated by it
Process friction
- Agent experienced system lag/technical difficulty when pulling up cabin and pricing information
- Promo code discount applicability to air and pre-/post-cruise packages was unclear and required follow-up with Viking
- Final payment due date needs adjustment and will be handled in follow-up call with Viking
- Confirmation documents and final total were still loading/pending at end of call
Value perception
Customer did not explicitly state a view on Pavlus's value vs. direct booking or competitors. They engaged willingly with the agent's recommendations and process, suggesting implicit trust in the agency's handling of the booking.
Customer behaviors
deferring to agent expertise on cabin selection and airfare classcomparing previous trip experience to this upcoming cruisediscussing family circumstances and health considerations affecting travel timingengaging in casual personal conversation to build rapportfocused on confirming all booking details before commitment
Closing technique
Attempt: soft Outcome: deferred_commitment Payment: discussed
Close language used:
- “So I got everything in here. I'm gonna double-check because there's a lot of other codes, promo code and I'll see works out better for you folks.”
Signals the agent didn't act on:
- Customer mentioned husband Michael's second knee replacement scheduled for October 16th (shortly after their return) and suggested this trip was timed around his recovery; agent acknowledged but did not confirm dates or clarify if trip timing was flexible around surgery.
- Customer expressed specific attachment to revisiting a pizza place near Saint Charles Bridge in Prague from previous trip; agent did not offer to note this preference for the pre-cruise package or arrange advance reservations.
Topics & signals
| Topics | Eastern Europe river cruisepre- and post-cruise packagescabin selectionairfare optionstravel insurancepromo code applicationbooking confirmation |
|---|---|
| Destinations | Eastern EuropeBudapestPragueViennaTransylvaniaRichmond |
| Cruise lines | Viking River Cruises |
| Buying signals | selected specific cabin category E and accepted agent's cabin recommendationconfirmed both pre- and post-cruise extensions with guided toursagreed to business class airfare despite cost concernspurchased travel insurance at $1,099 per personaccepted booking number and reviewed confirmation invoice |
| Objections | uncertain about itinerary details, hadn't reviewed pre-cruise specificsconcerned about not getting 35% discount on pre- and post-cruise packagesbusiness class airfare pricing doubled premium economy costhusband's upcoming second knee replacement surgery in October during return |
Analyzed 2026-08-07 14:57:05 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (13,004 chars)
Agent (Rose Morrissey): This is rose. How may I help you? Customer: Rose, this is LAN carpenter? Agent (Rose Morrissey): Hi, how are you? Customer: I'm good. We've got something for you to look, look up for us. Agent (Rose Morrissey): You guys are. Agent (Rose Morrissey): Oh, oh, did you just, wait, did, did you just got back? Or you haven't left yet? Customer: I know. Customer: Work yet. We haven't gone yet. No, this is for next year for 27. Agent (Rose Morrissey): Oh, okay, okay. Agent (Rose Morrissey): Alright, alright, let's get to what are you looking at? Customer: We are looking at passage to Eastern Europe. Agent (Rose Morrissey): Oh, yes that's a nice one. Okay and that's, of course. Customer: The book book arrest to boot a pest. Customer: And. Customer: Of course. Alright, September 30th, okay. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Because. Agent (Rose Morrissey): And what date? Customer: September 30th. Agent (Rose Morrissey): Okay, of 2027 and category that we're looking at. Customer: Yes. Customer: We go standard E. Agent (Rose Morrissey): Okay. Customer: We have a code. Agent (Rose Morrissey): Good. Oh, give me the code. Customer: DA 26. Agent (Rose Morrissey): B. As in boy, A. As in apple. Okay. D. As in David, A. As apple 26 okay, let me. Customer: No, D. as in David. Customer: You're right that's supposed to get 35 percent off. Agent (Rose Morrissey): Yes, let's look at this. Agent (Rose Morrissey): I you. Agent (Rose Morrissey): Let me get cleaned. Agent (Rose Morrissey): Is it doing this? Agent (Rose Morrissey): Hey. Biking! Agent (Rose Morrissey): Boy, boy. Oh, boy up. Agent (Rose Morrissey): Some days are good, some days or not on this technology. Customer: Yeah. Agent (Rose Morrissey): I wish I would just open my computer and say the magic work word and. Customer: And it would do everything you want. Agent (Rose Morrissey): I know they're not. Customer: If all else fails, tick it and then to. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Not typing anything. Agent (Rose Morrissey): Read my mind since we're all since we're almost there. Customer: Yeah. Agent (Rose Morrissey): Hey, this is eleven days passage to the Eastern Europe and you want to start and book a rest. Customer: Well, where, wherever well, actually I don't think it does, well, it does, it I haven't, all I know is that our friends are pre cruise is Viana prog and post. It. Has. It's Transylvania Boers so I don't know I didn't, I didn't look at the itinerary but exactly it's on the. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Is it okay, so the 30th of September? Okay. Customer: Okay. Yeah. Starts and starts and boopre huh. Well. Agent (Rose Morrissey): Okay, so no, it does not, it starts to, to start and book rest will be the September 28th. Customer: Okay, well. Agent (Rose Morrissey): And that's bookers to put a cash. Customer: Okay. Well, but she sent us and said sale departure date is September 30th. Agent (Rose Morrissey): Okay, that starts and put a Pash does she have a pre, does she have a pre package? Customer: Okay. Customer: Well, apparently, they that's what they booked the, they are booking the right. Take care. It can't, no Austra you're not anywhere close. Okay. Wait, no, no, no, no-go go over here and I was already there start of an age H-O. Agent (Rose Morrissey): What's. Agent (Rose Morrissey): Ship. Agent (Rose Morrissey): Okay. O-N-I-R okay, so that ships that itinerary starts and put a Pash. Customer: Yeah. Customer: Okay, well alright, yup. Agent (Rose Morrissey): On the thirtieth. Okay, so that's what that. Agent (Rose Morrissey): Hey. Agent (Rose Morrissey): Let's see the code DA 26. Agent (Rose Morrissey): It works. Customer: Okay, yeah, it's good until August 31st. Agent (Rose Morrissey): Yeah. Customer: Is what I was told? Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Okay, we got that. Agent (Rose Morrissey): We want category E. Agent (Rose Morrissey): Let your then. Agent (Rose Morrissey): Okay, I can do. Agent (Rose Morrissey): 108, I'm sorry. 1091 I would do 109 10 7105 that, that's more towards the front of the deck. So, what, huh. Customer: Okay, we'll take your work for it. Yeah, I don't, we'll take your. We don't, we don't, I don't have that pulled up as to what the, where the rooms are. So we'll. Agent (Rose Morrissey): Yeah, they're gonna be on the main, they're gonna be on the main deck and I'll put you in 109, so you're not all the way in the front close to where all the crew are at. Customer: Okay. Agent (Rose Morrissey): Okay, so. Agent (Rose Morrissey): Okay. Did you wanna have additional time and put a pesh. Or prog? Customer: Well, well it's both I thought. Agent (Rose Morrissey): Okay, so you want both. Let me see well, they do have fully guided tour Ianna, and prog four nights. Customer: Okay, so. Customer: Yup, that's it. Yeah, yup. Agent (Rose Morrissey): Is that what they want? They have? Agent (Rose Morrissey): You've been to probably before. Customer: Yeah, yeah, we there last December. Agent (Rose Morrissey): Oh, okay, your life. Yeah, will be nice to visit again, right? Did you go to Saint Charles bridge? Customer: Yup. Customer: We did that, we're saying right next to it, the hotel is right by it but, but Mike has been dreaming of a pizza place we went to in prog and that was just street from Saint Charles fridge. Agent (Rose Morrissey): Oh. Customer: So, he's kind of that, he might get that again. Agent (Rose Morrissey): Oh. Agent (Rose Morrissey): So, one morning we got up early, got our coffee, walked up to Saint Charles bridge and we went all the way to the other side, so we kept down walking and walking. It ran into McDonald's and I thought, oh, my god, that looks really, look at the desert. Agent (Rose Morrissey): It was good. Alright, in the post, do you want to do an and nights? Okay, good. Customer: Yup, yup. Agent (Rose Morrissey): They have an assemble but I think you've been there before. Customer: No, we've not. Or book, or book are. Agent (Rose Morrissey): Okay this, alright it's do you want to include air? Customer: Yeah, he's, yeah yeah. Agent (Rose Morrissey): With Vit yes. Agent (Rose Morrissey): Yeah. Customer: I guess we don't get 35 percent off on the pre and post hand air. Agent (Rose Morrissey): Well, let's, let's just get to the so flying out of Richmond. Customer: With our code. Customer: Yeah. Agent (Rose Morrissey): Okay. Customer: We don't like driving to DC. Agent (Rose Morrissey): So, that'd be Norfolk, right? Or no? Just Riri. Customer: No, no. Richmond is R-I-C. Agent (Rose Morrissey): Okay, I got it. Customer: H-O-N-I-R, yeah. Agent (Rose Morrissey): Okay. Econo class is $12 not $1,299 premium economy is $2,598 per person. Okay, business class is $5,298. Customer: Uh-huh. Customer: Okay, well it won't be economy. Agent (Rose Morrissey): Yeah, do you want to do business? Customer: Yeah, do we want business? Yes, but. Customer: It's twice the price of the, twice the price of the other, the premium economy. We could, we've not. Agent (Rose Morrissey): That's actually not. I'm looking at business class right now to go to Europe for some clients. 664-7100. Customer: Yeah. Customer: Yeah. Agent (Rose Morrissey): Yeah, isn't that crazy? Customer: Yeah, that's what we, that's more for the last couple. Yeah. Agent (Rose Morrissey): Or do you want to do premium, have you've been on premium economy, right? Customer: So. Customer: We have not done premium on the last three tra. Agent (Rose Morrissey): Yeah, I know once, it, it's hard to go back when you got business class before. Customer: Yeah, it is hard Ju do put it in business. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): Yes, they are biking pass Sengers. Agent (Rose Morrissey): Like one of my clients was saying to me he just booked a pro cruise and I go, oh, wow, this is your first world cruise. Hesus, yup, don't want to be the richest man in the cemetery. Customer: That won't be a problem. Agent (Rose Morrissey): I just never. I said, oh, while I've heard that before but I, you know, I not from a client. Customer: We're working on that. Customer: Mm-hmm. Agent (Rose Morrissey): How's everybody in the family Tom is doing okay. Customer: He is, he, he's had to cancel a couple of trips and they're not, they're not ready to travel back because they dad get go ahead hip replacement. Agent (Rose Morrissey): Okay. Agent (Rose Morrissey): I know. Agent (Rose Morrissey): I know. Customer: So he's, hi there they even attitude adjustments, yeah, they need to, they need a new attitude and, and just get, get with it and go. Agent (Rose Morrissey): Yeah, just go. Customer: And now they live less than ten minutes away from us. Agent (Rose Morrissey): Oh, really. That's nice, that's good. Customer: Yup! Yeah, we send him, we see them all the time. Agent (Rose Morrissey): Oh, please say hello to them for me. Oh. Customer: I will. So, right now they turn me the two little lady. Agent (Rose Morrissey): They better get going, right. Customer: I know. Yup. I think four years under my. Agent (Rose Morrissey): I'm almost finished here. Customer: Let's get the total here. Agent (Rose Morrissey): Getting there with the total here. Agent (Rose Morrissey): Okay, in. Well, I just did you just don't like the way I entered in? Agent (Rose Morrissey): Let's see. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): L-L-L-O-O. Agent (Rose Morrissey): That's cool. This thing knows your email the end. Okay, what about insurance $1,099 per person? Customer: Yes. Agent (Rose Morrissey): Okay, how about you? How are you doing Michael, with your name? I think it was your name. Customer: Word. Well I as soon as we, let's see he's getting it replaced October 16th his second knee. So when we get back from the portal he's scheduled to change his leg. I'm working on the state from the head down. Agent (Rose Morrissey): Oh, oh, oh. Agent (Rose Morrissey): He's going. Agent (Rose Morrissey): Oh, wow. Agent (Rose Morrissey): Oh, wow okay. How was how was the person need replacement? Good. Customer: It went, it went well, it went very well. Agent (Rose Morrissey): Oh, okay. I know some people everything goes well for them and some people don't, I don't know why. Customer: And. Customer: Well since for the last three days, I play pickle ball for three hours every morning. Agent (Rose Morrissey): Oh, my goodness. Customer: It must be going one. Agent (Rose Morrissey): I think. Agent (Rose Morrissey): I used to play tennis but when my niece start like, you know, that Moman lateral movement, I. Customer: Yes, that's why we all now. Agent (Rose Morrissey): Okay. So, I got everything in here. I got your, I'm gonna double-check because there's a lot of other codes, promo code and I'll see works out better for you folks. So I'll call Viking on that your booking number. 100150. Customer: No, okay. Customer: Alright. Customer: Okay, 10. Say, say it again. What, 10? Agent (Rose Morrissey): 015731. Customer: Okay. Customer: Alright, so it's has 10015731 okay. Agent (Rose Morrissey): So you shoot an email of the confirmation, but the grand total, I'm waiting for Thisis to bring that up for me. Customer: Four. Agent (Rose Morrissey): Okay, come on. Customer: Twenty. Agent (Rose Morrissey): We have to open it. Outside of remote, I see it. Agent (Rose Morrissey): Okay. Any day now computer did you get your confirmation? Customer: Oh, I did hadn't looked, just a second. Agent (Rose Morrissey): Yeah, I'm waiting for mine too, so I can look at it and then. Customer: Okay. I have a biking invoice. Agent (Rose Morrissey): Yeah, they sent it to you already. Customer: Confirm now. Yes. Agent (Rose Morrissey): Oh, what about me? Customer: And. Agent (Rose Morrissey): Okay, there it is. I liking. Customer: That. Customer: 28 basically, yeah. Customer: Okay, I got, I'm looking at it. Yeah, alright. Agent (Rose Morrissey): Oh, oh that discount is good it gave me $400 off per person and then you got your pass passenger I don't like the final payment due date. So I want to switch that out. I wanna do cause that's here in advance and you have other Vikings here. Yeah, I'll get that changed. You have a 28 and you have. Customer: Well, when is it? Customer: Right. Customer: We have a 27. Agent (Rose Morrissey): Mm-hmm right here. Okay, I will reach out to biking and make these changes. I will double-check on the. Customer: Okay. Customer: Okay. Agent (Rose Morrissey): And see which one works out better. It's fun because we only give a support credits for the river for the cruise only gonna be $300 total, plus $400 grand total. So it's $27,488. It will be $2,788. Customer: Okay. Alright. Agent (Rose Morrissey): $27,088. Customer: Okay. Agent (Rose Morrissey): Let me, let me let me call biking and I'll call you right back. I'm gonna double-check any other promote, okay? Alright. Thanks. Bye. Customer: Codes. Okay, thank you. Alright, bye.