EILEEN PERRON · Aug 7, 2026 · 2:54 PM
Inbound · 12:22 · Planner: Andrea Zacarias · +14163717197
Sentiment
positive (0.65)
Intent
rebooking
Trajectory
steady
“I'll leave it in your hands. I guess that covers anything else. You have any other questions for us.”
Next best action
Send written confirmation of both cruise prices ($4,102 and $4,443), cabin preferences (mid-ship priority, deck three if available), and cash-back election by end of business today. Confirm Celebrity's final cabin assignment and back-to-back discount by Tuesday morning before hold expires.
Send written confirmation of both cruise prices ($4,102 and $4,443), cabin preferences (mid-ship priority, deck three if available), and cash-back election by end of business today. Confirm Celebrity's final cabin assignment and back-to-back discount by Tuesday morning before hold expires.
Full analysis
What happened
Eileen called back after a dropped connection to continue reboking two back-to-back Caribbean cruises on Celebrity (January 15–25 and February 25–March 7). She wanted to change cabins from the originally quoted deck 4/12 to deck 3 or mid-ship due to noise concerns. Andrea confirmed pricing ($4,102 for the 10-night cruise and $4,443 for the 11-night cruise) and explained that the back-to-back discount would only apply once both reservations were linked in the system. The customer agreed to proceed with booking the February 25 cruise using a future cruise credit (no deposit required) and requested a hold on the January 15 cruise until Tuesday. Eileen also asked about companions traveling (Verdun family), which Andrea confirmed were not on these cruises, and chose cash back over onboard credit for both sailings. The call ended with Andrea committing to book the second cruise and send confirmation documentation.
Emotional read
Customer was collaborative and methodical throughout, focused on details and logistics rather than emotional. Showed some frustration with technical issues at the start (iPhone disconnect) and occasional confusion tracking pricing across two cruises, but remained patient and engaged. Andrea's demeanor was helpful and the customer seemed to trust her guidance on cabin options.
Emotional arc through the call
Customer started slightly frustrated with technology but quickly settled into a calm, methodical tone; remained steady and collaborative throughout as details were clarified, showing no significant emotional shift.
How customer sees Pavlus
- positive · customer deferred to agent's expertise on cabin selections ('so I'll leave it in your hands') and seemed comfortable with Andrea's guidance on deck options
- neutral · customer was matter-of-fact about the process and pricing; no explicit praise or criticism of Pavlus as an agency
Process friction
- agent and customer unable to verify cabin availability across both sailings in real time; had to rely on follow-up with Celebrity
- back-to-back discount cannot be quoted until both reservations are created and linked, leaving customer uncertain of final price until after booking
- customer had to repeat pricing figures multiple times and ask agent to confirm because they were not clearly consolidated in writing during the call
Value perception
Customer did not explicitly state a view of Pavlus's value vs. direct booking or other agencies. The transaction appeared routine and transactional; the customer seemed to trust Andrea to coordinate with Celebrity on their behalf regarding holds, coupon application, and back-to-back discounts.
Customer behaviors
rebooking existing cruises with cabin changescomparing deck options and amenity tradeoffsverifying coupon / future cruise credit termsdeferring final decision until Tuesday hold expiresasking for cash incentive over onboard creditseeking clarity on final pricing before commitment
Closing technique
Attempt: soft Outcome: deferred_commitment Payment: discussed
Close language used:
- “So you want cash back instead of the onboard credit. Okay.”
- “I'll book the second one with the credit so that way, the pricing doesn't go up on your end, cause the credit covers your deposit.”
- “I'll send the documentation over with both confirmation so the first one for the fifteenth and then the second one for starting the twenty fifth.”
Signals the agent didn't act on:
- customer said 'we're looking for if we can get a cabin, the same cabin for both, be appreciated' and agent did not confirm in writing which cabin type was being prioritized or commit to a specific verification timeline
- customer asked 'you can hold this till you come back next Tuesday or what?' but agent only clarified the hold on the fifteenth cruise; did not confirm Tuesday as a hard deadline or set a reminder to follow up proactively
Topics & signals
| Topics | cabin selection and deck preferencespricing for back-to-back cruisesfuture cruise credit coupon redemptiononboard credit vs cash back amenitieshold policies and payment timingback-to-back cruise discount application |
|---|---|
| Destinations | Fort LauderdaleSouthern Caribbean |
| Cruise lines | CelebrityRoyal Caribbean |
| Buying signals | confirmed desire for mid-ship cabin for both cruisesstated preference for deck three or mid-ship as fallback priorityasked about hold until Tuesday, indicating intent to decide soonconfirmed willingness to proceed with booking using future cruise creditrequested cash back instead of onboard credit for both cruisesasked agent to write down and confirm pricing for both cruises |
| Objections | concerned about pool deck noise from chairs on deck twelve above cabinsuncertain if mid-ship cabins available for both sailings simultaneouslywants deck three specifically but unsure of availabilityunclear when back-to-back discount actually applies to final pricedoesn't know final price until both reservations are linked |
Analyzed 2026-08-07 15:11:12 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (10,204 chars)
Agent (Andrea Zacarias): Hello, Brian? Customer: Yeah, Andrea is that you? Agent (Andrea Zacarias): Yes. Customer: Yeah, I'm sorry I don't, we got disconnected for some reason. I'm not the greatest person when it comes to these iPhones. Agent (Andrea Zacarias): No, that's fine. Alrighty, so I just wanted to go over the cruise with you because I feel like it'll be a lot easier instead of just going back and forth in regards to the like emails and stuff. So I just wanted to confirm, so instead of doing the fourth through the fifteenth now you would want to do from the February 25th, right? Customer: Yeah, the first one would be the 15th of January and the second one would be the twenty fifth I think once ten days and one's eleven days. Agent (Andrea Zacarias): Yeah, okay. In this case for the room, I mean, I could see what's available to go ahead and switch you over. Just these rooms. They're located usually on deck 789 10 1112 and yes, they are located on Dex three. However when we were searching, we didn't see those rooms available. Agent (Andrea Zacarias): Let me see if I can. Customer: You know why we like three is that it's very close to all all the activities and it's a good quiet floor. We've had that floor on the other class ships like that in the past. So I don't know what's available there if anything. Agent (Andrea Zacarias): Let me see what we have in the meantime but you just want a lower deck, correct? Customer: Well, I want a deck where there's no noise above or below us. And three is a good one. But, but the one you gave me twelve pool chairs are right above us and I've had those experiences before. Agent (Andrea Zacarias): Okay. Agent (Andrea Zacarias): I do have a deck nine mid ship or, or sorry, like more forward mid, I do have deck seven and eight deck eight is kind of, they're more towards the front of the ship. And these are rooms that are just kind of like sandwich between deck seven and nine which are just floors that have state rooms as well. Customer: And, and are they, and are they rooms that are available for both cruises? Agent (Andrea Zacarias): That's one thing that I would have to check to see. I did have the other one available. But we can verify. The only thing is that when I called celebrity yesterday they told me that the one on deck twelve was the one that they had available for both sailings but that one was the one for the previous one, I would have to check the one now for the one. Customer: Yeah, and that, and that was a, that was a premium state room which is more expensive also. Agent (Andrea Zacarias): Well, the deduct interior state rooms are the only ones that are available left on both sailings. Customer: Yeah. Customer: Yeah, mid Shi is better. Yeah, so we're looking for mid ship our first okay, I'll tell you our first priority if we could get a room on the third floor for one of the two sailings. We like it if we can't a room mid ship for the same cabin for the both cruisers. Agent (Andrea Zacarias): Okay, alright, let me just go ahead and quote you first for the new sailing which is the one from starting the twenty fifth through February. It's eleven ninth southern Caribbean cruise and this one's going from a round trip for Lauderdale, is that correct? Customer: Yeah, they're both, they're both back to back la Lauderdale and you'd use the coop and you would use the co coupon for that particular one, right? Agent (Andrea Zacarias): Okay. Agent (Andrea Zacarias): Yes, so if you guys are fine with the pricing, then I would just go ahead and call a celebrity cause I'm not able to hold the reservation with a coupon. If you we use it it's already gonna be so, that's why I just wanted to confirm the pricing with you first to make sure that everything was good to go and this. Customer: Yeah, yeah, they're, they they are, they are redeemed but as I understand that they're good for one if something happened, then we have a before final payment, we could change it to another booking, to another cruise. Agent (Andrea Zacarias): Yes, correct. Customer: With that coupon. Okay. Yeah, okay. Agent (Andrea Zacarias): Alrighty. So, in this case, total price for the sailing starting on the twenty fifth, for a delux interior room would come out to be $4,443 Canadian. Customer: And what was the one. I don't have the other one for the fifteenth. That's what the same. Agent (Andrea Zacarias): The other one for the fifteenth, for the ten night cruise came out to a total of $4,102. Customer: Yeah, because it's one last day right or is it the other way around? Agent (Andrea Zacarias): No, I'm so sorry, I kinda broke up a little bit. What'd you say? Customer: Yeah, the first one is ten days or eleven days. Agent (Andrea Zacarias): The first one is ten days. Customer: Yeah, cause I thought you gave me a quote just a second, I'm looking at my records here. Customer: Why don't I have it anymore here. Customer: It's going away. What was the quote you gave me? It was, I thought it was under $4,000 for the fifteenth. Agent (Andrea Zacarias): No, so for the fifteenth it's comes out to 4102. Customer: And that's how many days again. Agent (Andrea Zacarias): This is a ten night cruise? Customer: And the eleven day cruise is the one on the twenty fifth. Agent (Andrea Zacarias): Correct, that one's at 44443 Canadian. Customer: Yeah. Customer: Okay. So, we're looking for if we can get a cabin, the same cabin for both, be appreciated. Agent (Andrea Zacarias): Mm-hmm. Customer: And. Customer: You can hold this till you come back next Tuesday or what? Agent (Andrea Zacarias): If we can hold this till Tuesday you said. Customer: Yeah. Customer: Like the first one you put on your first one you put on hold for me for the fifteenth, I have, we have till Tuesday we have an option till Tuesday. Agent (Andrea Zacarias): Just keep in mind that the one if you're trying to use your coupon for the reservation itself, we can't put a hold on it unless we apply the coupon to the reservation. So you're. Customer: No, no. And I understand that. Yeah, I understand that. Agent (Andrea Zacarias): Okay, so the one for the fifteenth will be held until Tuesday but did you want to go ahead and proceed with the one from the twenty fifth and book that one with the coupon that you have. Customer: Yeah, and there's no downpayment required because we have the coupon. Agent (Andrea Zacarias): You don't know it's a future cruise credit, so that's already been applied, but then, yeah, in this case you would. Customer: Yeah, yeah, yeah. Customer: And then, and then we have the back to, then we have the back to back discount to deal with it. Agent (Andrea Zacarias): So, yes, they mentioned that they'll be able to apply back to back discount for both reservations. Since we just have to like link them together. But that's only going to be applied as soon as you reserve like both cruises. Customer: Yeah, understood. So I don't know what the final price is so I can't get the final price until I book. Does that make sense? Agent (Andrea Zacarias): So. Agent (Andrea Zacarias): No. So at the moment the price would be for the $4,102 and then the $4,443. Customer: Less less, but does it. Agent (Andrea Zacarias): It's comes out to a total of $8,545, of course. That's tentative until we add a back to back discount to the reservation. But that would be your total price would be $8,545. Customer: The. Customer: Less the discount. Agent (Andrea Zacarias): Yeah, unfortunately at this time I don't know what the discount would be and I can't get that information for you until we link the reservations or both. Reservations are both. Customer: Yeah. Yeah, and what tables amenities be? Agent (Andrea Zacarias): We would give onboard credit or cash back for each reservation. Customer: Yeah, but how much? Agent (Andrea Zacarias): So for example for the one for the twenty fifth would be 265 of either onboard credit or cash back. Then for the other one. Customer: Yeah. In new west dollars. Agent (Andrea Zacarias): Yes. Customer: 265 and for the other one. Agent (Andrea Zacarias): Let me see. Agent (Andrea Zacarias): That would be around like 220. Customer: 220. Customer: Nobody, the first one is 220 the second one is yeah okay, I guess that covers at all by the way did the either the Verdun. Is going on these cruises. Agent (Andrea Zacarias): No, they're not going on these cruises. Customer: No, cause you were mentioned me the other day that they were booked in the sink on the similar cruiser that I, we can't reach them. That's why we just asking you. Agent (Andrea Zacarias): Yeah, no. They're not going on these cruises. Customer: Which one of going on? Do you know? Agent (Andrea Zacarias): I believe, they're going on a royal Caribbean cruises instead of celebrity. Customer: In January. Agent (Andrea Zacarias): Yes, and in January, but early January like the third. Customer: Yeah, yeah, yeah, because they're their grand, their daughter's expecting. I think. Yeah, yeah, okay, so I'll leave it in your hands. I guess that covers anything else. You have any other questions for us. Agent (Andrea Zacarias): No, I'm just gonna go ahead and I'll book the second one with the credit so that way, the pricing doesn't go up on your end, cause the credit covers your deposit. Customer: Yeah, can you just give me the price can you write down? I lean the pricing again the first pricing was how much. Agent (Andrea Zacarias): 4102. Customer: The second one. Agent (Andrea Zacarias): 4443. Customer: Okay, 4443 okay, very good. Thank you for your time and help. Agent (Andrea Zacarias): Yeah! Of course, my pleasure. I'll send the documentation over with both. Agent (Andrea Zacarias): Both confirmation so the first one for the fifteenth and then the second one for starting the twenty fifth. Okay. Customer: Yeah. Yeah, and we'll take the cash back instead of the flowers and the all, all that stuff. Agent (Andrea Zacarias): Okay. So you want cash back instead of the onboard credit. Okay. Customer: Yes please. Yeah, for both cruises. Agent (Andrea Zacarias): Okay, alrighty, sounds good. Customer: Okay. Okay, thank you. Agent (Andrea Zacarias): Yeah, of course. Bye-bye. Customer: Bye-bye.