Singer Sherri · Aug 6, 2026 · 11:23 PM
Inbound · 03:59 · Planner: Emonee Pourier · +16514285368
“I was supposed to get an email regarding what we discussed and I never received anything. So I don't know if there's a cabin on hold for me what the cost is nothing.”
Have Madi call Sherri first thing tomorrow (before close of business) with: (1) confirmation of the cabin hold on the Asmara Panama cruise for Dec 18, 2026, (2) final per-person and total pricing, and (3) next steps to secure the hold (payment due date, deposit amount). Follow up in writing immediately with all details.
Full analysis
What happened
Sherri called looking for her assigned planner Tracy, who was unavailable, and got routed to Emonee. Sherri needed confirmation of an Asmara Panama cruise (December 18, 2026) cabin hold and pricing that Madi had supposedly emailed her—but she never received it. Emonee verified Sherri's contact info, located her profile notes, and offered to send an internal email to Madi asking her to call Sherri back the next day. Emonee could not retrieve or resend the original email herself. The call ended with Sherri accepting this plan but clearly unsatisfied—she had expected either the email to be resent or immediate clarification of her booking status and cost.
Emotional read
The customer started mildly frustrated about a missing email and lack of clarity on their cabin hold status. By the end of the call, Sherri's tone was resigned and somewhat disappointed—she accepted that Emonee couldn't resolve the core issue (retrieving or resending the email) and settled for a promise that Madi would call tomorrow. No enthusiasm or urgency emerged.
Emotional arc through the call
Started mildly frustrated and seeking clarity; gradually became resigned and disappointed as Emonee explained she could not retrieve or resend the email, settling for a callback promise the next day.
How customer sees Pavlus
- negative · customer expected Tracy (her usual planner) to be available; when Tracy was out, customer was routed to another agent
- negative · Madi sent pricing info but apparently did not clearly document or send confirmation that a cabin was on hold; this created confusion and a missing email
- negative · customer expressed frustration that no email was received and Emonee had no way to retrieve or resend it immediately
Process friction
- promised email from Madi about cabin hold and pricing never arrived
- customer had to call back to chase down information that should have been in writing
- routed to a different agent (Emonee) instead of original planner (Tracy or Madi)
- no immediate way to verify cabin hold status or resend confirmation
Customer behaviors
following up on a stalled booking after promised communication faileddeferring to agent process while clearly frustratedaccepting suboptimal resolution (callback tomorrow) rather than escalating further
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Signals the agent didn't act on:
- customer expressed uncertainty about cabin hold status and cost, signaling readiness to finalize if given clear info; agent did not offer to pull up pricing or cabin details in real time
Topics & signals
| Topics | missing email confirmationcabin hold statuspricing informationcruise booking follow-up |
|---|---|
| Destinations | Panama |
| Cruise lines | Asmara |
| Objections | never received promised email with cabin hold and pricing details from Madi |
Analyzed 2026-08-06 23:30:38 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (3,209 chars)
Agent (Emonee Pourier): Yeah. Agent (Emonee Pourier): Afternoon, thank you for calling publi travel my name. Imoni how may I direct your call? Customer: Well, I was, Tracy Redler is the person I usually go through and she is out of the office and so I was sent to someone else this afternoon in regards to a Asmar cruise and I was supposed to get an email regarding what we discussed and I never received anything. So I don't know if there's a, a ru cabin on hold for me what the cost is nothing. Agent (Emonee Pourier): Be happy. Agent (Emonee Pourier): Okay. Alright, perfect. Okay, may I please get your first and last name so we can check your notes there? Customer: Sherry singer. Agent (Emonee Pourier): Singer. Alright, thank you. It looks like I was able to locate your profile. It looks like the travel planner that assisted you was Madi does that ring a bell? Customer: Probably yeah. Agent (Emonee Pourier): Okay. Alright. I'll place you on a brief hold to check to see if Madi is available. If not, she is. We are about to close in six minutes but I am going to get a hold of her beforehand, okay? Customer: Mm-hmm. Customer: Okay, yeah, I just wanna get the email that was supposed to come, so. Agent (Emonee Pourier): Alright. Okay, perfect. Alright, I'll place you on a brief hold, okay? Customer: Thank you. Agent (Emonee Pourier): My pleasure. Oh, sherry have you checked your spam by chance? Customer: I did not there. Agent (Emonee Pourier): Oh, man. Okay. Oh, okay, gotcha. Alright, alright, please hold for the time being, okay? Customer: Okay. Agent (Emonee Pourier): Okay. Sherry, thank you for holding as I was about to dial her. I checked her schedule she actually gets off at 5:00 PM Mountain Standard Time but let's take a look at your notes here. So Madi put the Asmara Panama, our holiday cruise for December 18th, 2026 and then it also says sent pricing info and CC to Tracy. So let's make sure that we have the correct email on file, okay, what we have on file is sherry your first name S-H-E-R-R-I-S-I-N-G-E-R @hotmail.com is that correct? Customer: Mm-hmm. Customer: Okay. Customer: Okay, yes. Agent (Emonee Pourier): Okay. Perfect. Alright, and then Mattis email is madi.Silvernail @litravel.com it says that she sent pricing info. I'm not too sure if she was able to send out the fact that you were wanting to put a cabin on hold but what I can do is I can send an email over to Mati and Mati will be returning tomorrow but she is off now but she will return tomorrow, so the moment she comes in tomorrow, she'll see the email that I sent her and then she will give you a call back regarding this. Customer: Okay. Agent (Emonee Pourier): Okay, alright. Perfect. I'll go ahead and send that email to Madi now and I hope you have a good rest of your day sherry. Customer: Okay, thank you. So, you have no way of sending the email that she said she sent, we're seeing it or anything. Okay, alright. Okay, okay, I guess that's all we can do. Thank you. Agent (Emonee Pourier): Bye. Agent (Emonee Pourier): No, no. I don't have her inbox. Agent (Emonee Pourier): Okay, yes ma'am. At least we try my pleasure. Alright. Have a nice day, Jerry. Customer: Okay. Alright, thanks, bye.