Conrad Lubkay · Aug 6, 2026 ยท 4:37 PM
Inbound · 03:36 · Planner: Chey Cherry · +17609174062
“I'm sorry I've made things difficult for you guys. I'll stick around until I hear from him.”
Have Mike Duran contact Conrad within 24 hours to confirm the two transfer details (hotel-to-port and airport/error-to-hotel) before the customer departs in two days, and send a written summary of transfer times and pickup locations to Conrad's email on record.
Full analysis
What happened
Conrad Lubkay called seeking Mike Duran, his assigned planner, to discuss transfer logistics for an upcoming trip. Agent Chey Cherry answered, found that Mike was on another call, and accessed Conrad's account notes to see a recent email thread about hotel-to-port and airport-to-hotel transfers. Conrad expressed some confusion about the transfer arrangements but was mainly seeking clarification via a callback from Mike. Chey offered to have Mike call back at Conrad's preferred time, and Conrad agreed to remain available for the next two days pending that callback.
Emotional read
The customer was slightly apologetic and somewhat disorganized in their communication, admitting 'I've made things difficult for you guys,' but remained cooperative and friendly. They were focused on getting a callback from their primary planner (Mike Duran) to clarify transfer details before departing in two days. The tone was transactional but warm.
Emotional arc through the call
Customer started somewhat apologetic and disorganized, then became more settled once Chey confirmed the callback would be arranged before their two-day departure window.
How customer sees Pavlus
- neutral · customer apologized for making things difficult, suggesting some prior friction or confusion in the process
- positive · customer expressed appreciation ('Thanks Jay. Appreciate it') and said 'Hopefully we will meet again,' indicating overall goodwill despite the confusion
Process friction
- customer experienced confusion about transfer arrangements (hotel to port, airport to hotel) requiring clarification from primary planner
Customer behaviors
seeking clarification on transfer logistics before imminent departuredeferring to primary planner (Mike Duran) for resolutionapologizing for prior confusion or difficulty in the interaction
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | transfer arrangementshotel to port logisticsairport to hotel transfers |
|---|
Analyzed 2026-08-06 16:46:00 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,656 chars)
Agent (Chey Cherry): Good morning. Thank you for calling Pavlus travel, this is Chay speaking. Customer: Hi I'm just calling for Mike Duran. Agent (Chey Cherry): Let me see if he's available give me one second. Customer: Mainly because otherwise they don't have to go all the way through it. Agent (Chey Cherry): So right now he's on a call with another guest but he should have notes on your account about what you guys are working on. So, let me see. Customer: Okay. Agent (Chey Cherry): See if I can bring up, profile. Customer: You want my you want my my number. I think it's 100. Darn of course it. Customer: It's here, it's here, it's where it is. Agent (Chey Cherry): Okay, so, I've got your profile here let me see the email that he sent. Customer: Too many numbers. Customer: It was about some transfers once I'm in reco. Agent (Chey Cherry): Yes. Okay, so I do have that thread here. Customer: Okay, yeah. Agent (Chey Cherry): So it looks like the last that, oh, he just sent you something today and I see you responded. Thank you the experience on my part not sure. Okay. Customer: I just responded a minute ago and said not, it's not your confusion is my confusion. So, anyway it, it's not relevant but I guess what he's saying is that I don't have any transfer from. Customer: Let's see for two different ones. Agent (Chey Cherry): Okay. Customer: Hotel hotel to the port and then the port or the, or the error error to the hotel. So, so let's see. Customer: Yeah, the, do you see the in or do, do you want me to go through it? Agent (Chey Cherry): Oh, no. I see it yeah, I'm just reading his email. Okay. Customer: I'm sorry I've made things difficult for you guys. Agent (Chey Cherry): Uh-huh. Agent (Chey Cherry): Oh! No! It's just; yeah, so I do see on his note that he does have that he would call you at whatever time you prefer, I mean I can just have him call you back. Do you have a specific time? Customer: Okay, well go. Customer: Well, I'm, I'll stick around until I hear from him, cause obviously, when I leave in two days, I have a few things I've got to do so but thankfully my cellphone is portable. Agent (Chey Cherry): Okay. Agent (Chey Cherry): Okay. Agent (Chey Cherry): Alright, so I will, he's the one that call but I will message him directly and as soon as he gets off, I'll have him call you back. Customer: Sounds great. So, you got my number right? Very good. And your name. Agent (Chey Cherry): Yes ma'am. Agent (Chey Cherry): It's Chay C-H-E-Y. Customer: Jay. Okay. Thanks Jay. Appreciate it. Hopefully we will meet again so long okay? Bye-bye. Agent (Chey Cherry): Oh, my pleasure. Agent (Chey Cherry): Yes ma'am.