Curti Barbarick · Aug 7, 2026 · 3:16 PM
Inbound · 04:59 · Planner: Briana Armstrong · +15303560140
“We referred Robert and April, and the first customer service person said we would get $500 check.”
Call Curtis back on 0140 by Monday with clarification from Diane on the referral payment status and confirmation of whether the $500 check was sent to Curtis or needs to be reissued. Confirm delivery address if a reissue is required.
Full analysis
What happened
Curtis called to follow up on a $500 referral bonus he and his wife Lisa were promised for referring Robert and April Pleasant on a Viking river cruise booked through Pavlus in late July. Briana located his profile and discovered the referral check had actually been sent to Regina (who had referred Curtis and Lisa) rather than to Curtis. There was confusion about the referral chain and account ownership—Curtis's original planner Andy left the company and was replaced by Diane. Briana committed to messaging Diane to clarify the referral tracking and promised a phone call follow-up by Monday with an update.
Emotional read
Curtis was calm and factual throughout, calmly explaining the referral situation and the handoff between travel planners. He showed mild frustration about the missing check but remained polite and cooperative. His tone was transactional and matter-of-fact—he had a clear issue and expected resolution.
Emotional arc through the call
Curtis remained steady and professional throughout; no emotional arc observed.
How customer sees Pavlus
- negative · referral check was sent to the wrong person (Regina) instead of to Curtis, causing confusion and a support call
- positive · Agent Briana was helpful and took ownership of the issue, promising follow-up by Monday
Process friction
- referral payment sent to wrong recipient (Regina instead of Curtis), creating tracking confusion
- account ownership transitioned from planner Andy B to Diane without clear handoff on referral status
Customer behaviors
following up on promised referral paymentclarifying referral chain and account historyrequesting callback for resolution
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | missing referral paymentreferral trackingaccount ownership change |
|---|---|
| Cruise lines | Viking |
Analyzed 2026-08-07 15:25:34 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (4,127 chars)
Agent (Briana Armstrong): Thank you for calling publish travel, this is bran on our guest relations department. How can I assist you? Customer: Did you say brand? Agent (Briana Armstrong): Brianna. Customer: Briana, okay, my name is Curtis barbaric and my wife and I Lisa barber just got back in late July from a cruise biking river cruise that we set up through you guys. And we also referred some people that went along with us on the trip and we were supposed to get $500 from you guys for referring them but we have not seen that come in the mail yet. Agent (Briana Armstrong): Oh, understood. Yeah, we can definitely check on that to make sure you get that referral check. See, I can locate your profile with your first and last name so Curtis and Lisa. Customer: B-A-R-B-A-R-I-C-K. Agent (Briana Armstrong): Perfect, thank you. Agent (Briana Armstrong): Alright, wonderful. I do see this Viking booking here and then typically we'll have it noted if there is a check-in process. I don't see that, that's in process just yet. I know with the referral checks they can take about three to four weeks for that to be sent. What, but what I can do is ensure that that's noted on the referrals that you sent. May I get their name and I can check their profile just to make sure that that's properly noted. Customer: Alright, so their names are Robert and April pleasant. Agent (Briana Armstrong): Okay, there. Agent (Briana Armstrong): Leave, I found their profile. Let's see. Agent (Briana Armstrong): See. Okay. Yes, I did find their profile here. What we have noted on their profile is that they were referred by someone named Regina. Does that name sound familiar? Customer: Yeah, but Regina referred Lisa and I and then we referred Robert in April, and the first customer service person I spoke with said that we would get $500 check. Agent (Briana Armstrong): Yeah, cause that's what's noted here. So I'll message Diane the travel planner on this reservation, they're the ones that answer the referral and have that tracking status on there so I can reach out to her, let her know that Regina referred you and your wife and that you referred the pleasant that way we can look into getting that adjusted there. Let me. Customer: Yes. Customer: Well, and Diane is not the one that we started with. We started with a woman named Andy B, saw but then she left the company and Diane took over our account. Agent (Briana Armstrong): Look here. Agent (Briana Armstrong): Correct, yes, I do see that as well but she'll still have that same access to the referral tracking and so I will send that to her now cause I do see it looks like we did already send the referral check for the pleasant to Regina. I can see that was sent to her earlier in July. Agent (Briana Armstrong): Yeah, so I'll reach out to you the travel advisors let them know that there was a mix-up with that way they can review that and then once I have more information, I can follow up with you and provide an update that I received from the travel planner. Customer: Alright, thank you. Agent (Briana Armstrong): Of course, my pleasure and then they're usually pretty quick about that. So if I don't have an update for you by today, I'll definitely have an update for you by two by Monday. And I do see your phone number here. Would you prefer me to give you that update by giving you a call back on this phone number you called on or would you prefer an update via email? Customer: I would prefer a phone call. Agent (Briana Armstrong): Perfect. I can definitely do that, and then just to confirm that this phone number, I see you're calling on ending in 0140 that's the best callback number. Customer: Yes. Agent (Briana Armstrong): Alright, well, I will get this all straightened out and we'll follow up with an update. Customer: Okay, thank you. Agent (Briana Armstrong): My pleasure. Other than that. Anything else I can look into for you or any other questions you have? Customer: No, thank you very much. Agent (Briana Armstrong): Of course. Well, thank you for calling in. You have a great rest of your day. Thank you. Bye. Customer: You too, goodbye.