Pavlus Admin

Soifer Robert · Aug 7, 2026 · 2:01 PM

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Inbound · 14:48 · Planner: Anastasia Thomas · +19178535962 · CSAT 5

Sentiment

very_positive (0.85)

Intent

rebooking

Trajectory

steady

“I roll the right guys, Anastasia. You helped me before and I hope you can help me again.”

Next best action
Forward the Viator tour confirmation and transfer time-change confirmation to Bob as soon as both providers respond. Follow up with Bob 24 hours before the August 11th departure to confirm he received all documents and has no last-minute questions.

Full analysis

What happened

Bob called to modify two components of an upcoming Silversea cruise departure (Sunday, August 11th from Stockholm): he wanted to swap a walking tour for a private golf cart tour (2 hours, 9:00 AM start, $140.39/person) and adjust the hotel-to-cruise-terminal transfer from 1:45 PM to 12:00 PM. Anastasia located both the tour via Viator and confirmed the existing booking, then processed the cancellation of the old tour and booked the new one for $280.78 on Bob's Mastercard. She then submitted the transfer time change request, explaining the provider would confirm. Bob approved all changes and no objections surfaced.

Emotional read

Bob was warm and appreciative throughout, calling out that he's worked with Anastasia before and trusts her. He was patient during technical delays and deferred to Anastasia's judgment on transfer timing ('I'll take your advice'). His tone remained consistently relaxed and collaborative, with light humor about aging.

Emotional arc through the call

Bob started warm and appreciative, maintained steady confidence and patience through a technical glitch, and closed with gratitude and relief once changes were locked in.

How customer sees Pavlus

positive · Bob said 'I roll the right guys, Anastasia, this is Bob, so you helped me before and I hope you can help me again'
positive · Bob complimented Anastasia: 'Great, you've been good'
positive · Bob said 'Beautiful' when Anastasia explained the transfer confirmation process

Value perception

Bob expressed confidence in Pavlus by returning for this modification rather than handling it directly; he called Anastasia specifically by name, suggesting he values the relationship and her problem-solving.

Customer behaviors

repeat customer returning for mid-trip adjustmenttrusting agent judgment on logistical timingproactively providing payment and billing detailsdeferring to expert recommendation on transfer window

Closing technique

Attempt: direct Outcome: closed_in_call Payment: processed

Close language used:

“I'm going to first cancel the walking tour”
“I'm going to book this other tour, one moment”
“I need to just double-check on the card that we want to use”
“alright so $280.78 going onto that Mastercard”
“booking that for Tuesday August 11th at 9:00 AM and that is processing now”

Topics & signals

Topics	tour substitutionprivate golf tourtransfer time adjustmentSilversea cruiseStockholm itinerary
Destinations	CopenhagenStockholm
Cruise lines	Silversea
Buying signals	confirmed Mastercard ending 3503 for paymentapproved agent's recommendation on transfer pickup timeprovided phone number and billing zip codeaccepted $280.78 charge immediately

Analyzed 2026-08-07 14:20:42 by claude-haiku-4-5-20251001. Confidence 0.92.

Transcript (7,183 chars)

Agent (Anastasia Thomas): Good morning. Thank you for calling Pavlus travel, this is Anastasia guest relations, how may I help you today?
Customer: Wow, I roll the right guys, Anastasia, this is Bob, soy you helped me before and I hope you can help me again. How are you?
Agent (Anastasia Thomas): Oh, I'm good Bob. How are you?
Customer: Good, we're leaving Sunday for a trip to start com Copenhagen on Silversea and very nice. Who you booked on August 11th of via tour best of stock home walking towards at 10:00 AM we would like to be able to switch that to the.
Customer: It's more expensive the private golf tour at 9:00 AM for two hours same day, just an hour earlier and then we have to change our transfer confirmation from mo hotel to the cruise terminal. Right now it's scheduled for 1:45, I guess we can make it an hour and a half or an hour earlier whatever you think. So that's what I'd like to do today.
Agent (Anastasia Thomas): Okay. Let's take a look here. I was able to pull that up.
Agent (Anastasia Thomas): I'll be just a moment.
Agent (Anastasia Thomas): Getting the viator as we speak.
Customer: Great, you've been good.
Agent (Anastasia Thomas): Yeah, how about you?
Customer: Not bad. Middle of the road but you know you get to a certain age, there's always an acre pain.
Agent (Anastasia Thomas): Yeah, I can appreciate that. One second please. It doesn't want to load, but I know a trick to get it to do what I needed to.
Customer: Understood.
Agent (Anastasia Thomas): Alright now I should very shortly be able to see that booking.
Customer: Yeah, I had till tomorrow to cancel it without charge.
Customer: Oh, no. Sunday.
Customer: No, today is the seventh and Sunday.
Agent (Anastasia Thomas): Alright, so, I see we're keeping August 11th.
Agent (Anastasia Thomas): Right.
Customer: Friday, they third.
Agent (Anastasia Thomas): And I'm just taking a look. So was it a different tour entirely you were wanting to do?
Customer: Yeah, they have it, they call it the.co. Private golf cart tours.
Agent (Anastasia Thomas): Okay.
Customer: It's two hours, they're according to the website, they had a 9:00 AM.
Agent (Anastasia Thomas): Okay.
Agent (Anastasia Thomas): Alright.
Customer: So, I just want to switch it. I will Lo them some money.
Agent (Anastasia Thomas): Okay, I'm taking a look now for it.
Customer: See if it has the code.
Agent (Anastasia Thomas): We've got half. Yeah, the good news is we've got half the battle, I've got viator open, so that's good.
Agent (Anastasia Thomas): Alright. So is this a tour that I sent you information on or one that you found on your own?
Customer: I found it on the bia. Tour website.
Agent (Anastasia Thomas): Got it, okay.
Customer: Way back and pick the walking to. I know you sent us to walk into, I think you sent us a few different ones.
Agent (Anastasia Thomas): Right.
Agent (Anastasia Thomas): Okay, so, it's a golf tour. It's private let's see here.
Agent (Anastasia Thomas): Starts in the morning that other helped me narrow it down.
Agent (Anastasia Thomas): Does it happen to say who the tour operator is?
Customer: It's under via to.
Agent (Anastasia Thomas): Okay.
Agent (Anastasia Thomas): Usually, they have a secondary tour operator listed but not always.
Customer: Private city tour.
Customer: And then.
Agent (Anastasia Thomas): Okay.
Agent (Anastasia Thomas): I've got stock home private golf tours.
Customer: That's the one for. Yeah, that is I think.
Agent (Anastasia Thomas): That's the one.
Agent (Anastasia Thomas): Alright, two hours.
Agent (Anastasia Thomas): The options that I see on this one are the big tour and quick adventure.
Customer: Two hours.
Agent (Anastasia Thomas): Yeah, well the big tour. Yeah, is a 120 minutes so, yes, two hours. Let me see.
Customer: Right.
Agent (Anastasia Thomas): And I see that it's $140.39 per person.
Customer: That's what I'm looking at.
Agent (Anastasia Thomas): Okay, perfect. Alright.
Customer: At 9:00 AM.
Agent (Anastasia Thomas): Let's take a look at the start time.
Agent (Anastasia Thomas): Yes, okay.
Agent (Anastasia Thomas): Alright, so I'm going to first cancel the walking tour.
Customer: Great.
Agent (Anastasia Thomas): Alright, so that has been canceled.
Customer: Great.
Agent (Anastasia Thomas): Alright, and then.
Agent (Anastasia Thomas): I'm going to book.
Agent (Anastasia Thomas): This other tour me one moment.
Customer: Thank you.
Agent (Anastasia Thomas): Might make certainly. Okay, let's see here.
Agent (Anastasia Thomas): Alright. I need to just double-check on the card that we want to use, I've got Mastercard ending 3503. And visa ending 1565.
Customer: Master.
Agent (Anastasia Thomas): Okay, done. Alright.
Agent (Anastasia Thomas): Alright, and then the phone number that you're using on trip, is that 917-853-5962.
Customer: It is.
Agent (Anastasia Thomas): Okay, perfect.
Agent (Anastasia Thomas): Alright so $280.78 going onto that Mastercard.
Customer: Great, and the other one didn't.
Customer: So that's easy.
Agent (Anastasia Thomas): Correct.
Agent (Anastasia Thomas): Alright and then billing zip code that's 33412.
Customer: Yes, it is.
Agent (Anastasia Thomas): Okay, perfect so booking that for Tuesday August 11th at 9:00 AM.
Agent (Anastasia Thomas): And that is processing now.
Agent (Anastasia Thomas): Okay, perfect. I should be receiving a confirmation shortly and you may also receive one directly. I'm trying a new thing to see if viator will send the confirmation to both of us. Yeah, so we'll try that and then I'll also forward over the cancellation confirmation for the walking tour.
Customer: Alright.
Customer: Okay, now we need the transfer change the time.
Agent (Anastasia Thomas): Alright, let's get that pulled up.
Agent (Anastasia Thomas): Alright, and which transfer was it that needed the time change?
Customer: From the no bis hotel to the cruise terminal on the eleventh we have 145. So this golf tour ends at eleven ish. So what do you think? Twelve noon?
Agent (Anastasia Thomas): Okay.
Agent (Anastasia Thomas): Yeah, I think that should be sufficient. Okay. I'm going to transfer site as we speak.
Customer: Unless you think 1145 item whatever you think.
Agent (Anastasia Thomas): I would say.
Agent (Anastasia Thomas): If it were me, even if it's a little extra time, I'd like to have that time just in case. And I would say that a full hour does give you plenty of time.
Customer: Okay, I'll take your advice.
Agent (Anastasia Thomas): Alright. So I'm editing now for a 12:00 PM pickup.
Agent (Anastasia Thomas): Okay, so what transfer does is they say, okay, thank you, we're going to review this and then we'll let you know and then 99 percent of the time they just send a confirmation saying okay, it's done. So as soon as I get the okay, it's done confirmation I'll go ahead and get that sent over to you as well.
Customer: Beautiful.
Agent (Anastasia Thomas): Alright, and can I help with anything else today?
Customer: No, you need it thirty so thank you.
Agent (Anastasia Thomas): It's my pleasure Bob. Thank you for calling. I hope you have a great day.
Customer: You too, thanks.
Agent (Anastasia Thomas): Alright, thank you. Bye.
Customer: Bye now.