John Zondlo · Mar 13, 2025 · 7:42 PM
Inbound · 05:48 · Planner: Anastasia Thomas · +16028261737
“I've been charged on my credit card. So, could you follow up on that? I mean, I really do need confirmation.”
Anastasia should retrieve the Princess cruise line account statement by end of business today, confirm both cabin payments are posted, obtain payment confirmations directly from Princess, and call Joanne back with the confirmation documents (or email them) before end of week—ideally with a link to view the confirmation in her Pavlus account. Follow up with Renee's supervisor to prevent similar gaps in future bookings.
Full analysis
What happened
Joanne called after booking two Princess cabins for June 15th departure on March 7th with agent Renee. She paid for both cabins but never received payment confirmation, and despite being charged on her credit card, she sees no credit in her Pavlus account. Anastasia apologized for the unusual delay, pulled her profile, collected both booking numbers (8Q5MGW and 825MGC), and committed to researching the missing confirmation and requesting Princess's account statement for review. Anastasia promised a callback as soon as she had answers. Joanne agreed to wait for resolution before raising additional questions.
Emotional read
Customer started frustrated and urgent—she had been charged but lacked proof, and felt unheard by the previous agent (Renee). By the end of the call, she was notably reassured and collaborative, joking with Anastasia and explicitly deferring further questions until the payment issue was resolved. Her tone shifted from skeptical to trusting.
Emotional arc through the call
Started frustrated and skeptical (no confirmation, no account credit, prior agent unhelpful), warmed significantly when Anastasia validated the concern, apologized, and made a clear commitment to investigate and callback with proof.
How customer sees Pavlus
- negative · payment confirmation never arrived despite agency normally sending within 24 hours; payment not visible in Pavlus account even though customer was charged on credit card
- negative · previous agent Renee had difficulty locating the booking numbers, which may have contributed to the confirmation breakdown
- positive · Anastasia apologized immediately and acknowledged the issue was unusual for the agency, showing accountability
Process friction
- payment confirmation email not sent within 24 hours of booking
- payment visible on customer's credit card but not credited or reflected in Pavlus account
- previous agent (Renee) struggled to locate booking numbers during initial transaction
Value perception
Not directly stated. Customer has already committed to booking through Pavlus and paid, but the missing confirmation and account credit issues create doubt about whether the agency is tracking the transaction properly.
Customer behaviors
escalating support request after prior agent failed to resolveproactively gathering and providing booking documentationdeferring additional questions pending resolution of payment issuetesting agent responsiveness and accountability
Topics & signals
| Topics | missing payment confirmationbooking verificationprincess cruisetwo cabin booking |
|---|---|
| Cruise lines | Princess |
| Buying signals | already paid for two cabins on princess cruise departing June 15thproactively provided both booking numbers to assist agent |
| Objections | payment charged to credit card but no confirmation received or visible in accountprevious agent Renee had difficulty locating booking numbers |
Analyzed 2026-05-28 11:18:51 by claude-haiku-4-5-20251001. Confidence 0.87.
Transcript (4,258 chars)
Agent (Anastasia Thomas): Calling paddles travels and the best referral program in the industry. This is Anastasia. How can I help you? Customer: Hello, this is Joanne winter Manzano and I am sorry I missed your name. Agent (Anastasia Thomas): Oh, that's alright. I'm Anastasia. Customer: Okay, Anastasia on March 7th I spoke to Renee and I paid for two cabins on a princess cruise leaving June 15th. She said she would send me confirmation of the payment. I never received it. I've gone onto my print this account and I'm not finding anywhere where I've been credited with this amount, however, and checking with my credit card, I have been charged on my credit card. So, could you follow up on that? I mean, I really do need confirmation. Customer: A payment. Agent (Anastasia Thomas): Absolutely, I agree and I'm sorry you haven't received that confirmation yet. That is unusual for agency. For sure, I'm pulling up your profile now. Oh, I. Customer: I'm sorry. I'm sorry. I put you on speaker so I could hear what you were saying. What did you just ask me? Agent (Anastasia Thomas): Oh, I was just letting you know that well first I was apologizing because it's unusual for our agency to not send confirmation at least within 24 hours. So I'm looking into this for you now. And do you happen to have your booking number? Customer: I do and Renee was having an awful hard time finding this. So maybe that was the issue. My booking number is eight queen, five M. Mary G. George W. William. Agent (Anastasia Thomas): Okay. Customer: That's one of the booking numbers, I have two cabins, so two booking numbers. Agent (Anastasia Thomas): Okay, got it. Alright, thank you. Alright, let's take a peek here. Agent (Anastasia Thomas): Alright, I am looking at our notes now and the email address I have for you is Ken Moore lady @gmail.com. Customer: That's correct. Agent (Anastasia Thomas): Did you used to work for SAR? Customer: No, you'd be amazed how Ma ask me that. No, I'm from a little village in upstate New York called Kenmore. Agent (Anastasia Thomas): Oh, okay. Agent (Anastasia Thomas): Oh, got it. Okay. It, it's just so funny you know, that's what you automatically think of when you hear Ken or is sees. Customer: No. Oh, yeah, a lot of people don't, do you have a sewing machine? Did you sell sewing machine? A no, it's funny. Agent (Anastasia Thomas): Oh, how funny? Well thank you for your patience as I ask the question you're used to hearing. Okay, and when did, I'm sorry, when did you say you spoke with Renee? Customer: It was March 7th so today's what's the thirteenth. Agent (Anastasia Thomas): March system. Agent (Anastasia Thomas): Stem. Okay. Yes, so it's unusual you're not seeing it on your princes statement, but that is what I am here for to help get that figured out. So this is what I'm going to do. I'm going to take a, a quick peek and see if I can get your current statement from them sent to us for review. Customer: Okay. Do you want, do you want the other uh-huh booking number for this? So you can do both at the same time. Agent (Anastasia Thomas): Yes, let me go ahead and get that number, please. Customer: Okay, it's 825 MG and this one ends in C. Carls. Agent (Anastasia Thomas): Oh, perfect. Alright, thank you. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): So, I'm going to also look that one up. The phone number that you are calling from, is that the best phone number for us to reach you at? Customer: Yeah. Agent (Anastasia Thomas): Okay, excellent. Agent (Anastasia Thomas): Cell. Alright. So what I need to do is a little research here on my end and then I'm just double checking. Yup, it's the phone number we have in your profile. Perfect, I'm going to give you a callback as soon as I have some additional information and as soon as I can get a hold of confirmation I'll go ahead and send those out as well. Customer: Alright, wonderful, thank you. Agent (Anastasia Thomas): It is my pleasure. Can I help with anything else? Customer: Not right now let's get this ones first then I'll give you a bunch of questions, okay? Agent (Anastasia Thomas): Alright, I think that's fair. Thanks, Joanne. Customer: Alright, take care. I'll talk to you soon. Bye-bye. Agent (Anastasia Thomas): You bye.