Sonia Kaplan (Roy Bloom) · Aug 7, 2026 · 2:34 PM
Outbound · 06:32 · Planner: Taylor Bazzoni · +15613577720
“I called Tuesday, left a message, I called Thursday and Wednesday and Thursday, and I called this morning and I left messages.”
Confirm receipt of the resent invoice within 24 hours and proactively reach out to Roy 2–3 days before his trip to ensure all final details are correct, reinforcing that his dedicated agent Taylor is available.
Full analysis
What happened
Roy called to follow up on a travel insurance addition request he had submitted multiple times (Tuesday, Wednesday, Thursday, and Friday morning) without hearing back. Taylor explained that the request had been sent to guest relations two days prior (August 5th) and a new invoice had been emailed. Roy had difficulty locating the email initially but eventually found two copies in his inbox. Taylor offered to resend the invoice, Roy agreed, and the call ended on a positive note with Roy thanking the agent and expressing relief that his booking details remained unchanged.
Emotional read
Customer was frustrated and upset at the start of the call, complaining about slow service and lack of callback communication. He warmed considerably once Taylor clarified the request had been processed and offered to resend the invoice. By the call's end, the customer was satisfied and thanked the agent, expressing relief that 'everything is still the same.'
Emotional arc through the call
Started upset and frustrated about delayed service and lack of callback, then improved significantly once Taylor confirmed the insurance had been added and offered to resend the invoice.
How customer sees Pavlus
- negative · frustrated that it took a week to process insurance addition despite multiple voicemails left across three days
- negative · upset that agent (Taylor) did not call him back, only responded after supervisor Aaron Conner directed Taylor to do so
- negative · confused and concerned when he saw unfamiliar names (Aaron Conner) in voicemail and thought something was wrong with his booking
- positive · satisfied once Taylor resolved the issue and resent the invoice; expressed relief by saying 'thank you so much' and 'I know that but as long as everything is still the same'
Process friction
- customer left multiple voicemails (Tuesday, Wednesday, Thursday, Friday morning) with no callback from agent for a week
- insurance addition request took two days to be processed and emailed without proactive customer communication
- customer had difficulty receiving or locating the invoice email from Pavlus/Fable after it was sent
- call routing or handoff confusion—customer received voicemail from supervisor Aaron Conner instead of expected agent
Customer behaviors
following up on unresolved request after multiple unanswered callsventing frustration about unresponsive servicetroubleshooting email delivery issues in real-time during callseeking reassurance that booking details remained unchanged
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | travel insurance additionemail delivery issuescallback responsivenessinvoice confirmation |
|---|---|
| Objections | upset about week-long delay in processing insurance request across multiple callsfrustrated that agent did not call back despite leaving multiple voicemailsconfused about which agent/supervisor was handling request and why names kept changing |
Analyzed 2026-08-07 14:47:01 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (4,683 chars)
Agent (Taylor Bazzoni): Hi, this is Taylor with publish travel, is this Roy? Customer: This is Joe. Yeah, I can barely hear you hold one second, get you try again. Agent (Taylor Bazzoni): Hi, this is Taylor with publish travel. How are you? Customer: Oh, good. Agent (Taylor Bazzoni): Good. Hey, I got your message over to guest relations and they added that on and emailed you. Customer: Okay, just, just hold the. Customer: I'm gonna put, you're gonna get a loud noise, I'm switching over to another phone and. Agent (Taylor Bazzoni): Okay. Customer: Okay, I. Agent (Taylor Bazzoni): Yeah, I can hear you. Customer: Okay. Okay, now I can talk to you. Go ahead and I can hear you fine. Agent (Taylor Bazzoni): Yeah, absolutely. So I spoke to, I sent your message over to guest relations and they were able to get that added on for you. Customer: To get what edit on? Agent (Taylor Bazzoni): The insurance. The insurance that you wanted. Customer: Oh, the insurance. Well you know, I'm very, I'm very upset. No, I don't know what happens to Taylor. Okay, I don't know you sure. Oh, oh, oh, you, oh, is this Chan? Well I called, I called this morning. Agent (Taylor Bazzoni): Okay. Agent (Taylor Bazzoni): I'm Taylor. Agent (Taylor Bazzoni): This is Tay. This is Taylor. Yeah. Agent (Taylor Bazzoni): Yeah. Customer: And they gave me and they're a different person answered the phone. Well, they didn't answer but the voicemail a Aaron Conner. Agent (Taylor Bazzoni): Right. Agent (Taylor Bazzoni): Yeah, no, so that's my supervisor and she asked me to call you. So I sent your message to guest relations and they were able to add that insurance and they emailed you your new invoice. Customer: Oh, oh, okay. So, how come, how come I took a week for you to add me cause I'm, you know, I called Tuesday, left a message I called Thursday and then, Wednesday and Thursday, and ain't call this morning and I left messages, give me another. Did that? Agent (Taylor Bazzoni): So you're all set. Agent (Taylor Bazzoni): And I apologize I should have called you but I sent your message to guest relations to be actioned. Customer: Okay. Customer: So when was that sent this morning? Agent (Taylor Bazzoni): No, that was sent. Agent (Taylor Bazzoni): That was sent two days ago on the 5th of August. Customer: I never got an email unless it's in there now. I was like, look. Agent (Taylor Bazzoni): Okay, yeah, you take a look but we action that and we got it over to you as fast as we could. Customer: Well, can you send me now? Agent (Taylor Bazzoni): I can resend it to you. Customer: So, yeah, I think he's gonna have. Well I'm gonna take a look, so. Agent (Taylor Bazzoni): Okay. Customer: No, that was sent from publish, I guess, so. Agent (Taylor Bazzoni): Yes, that is correct. Customer: I got something here from fable. Oh, wait a minute. Do, I, did get something the other day then it maybe this morning turn to apologize. Agent (Taylor Bazzoni): Yup. Customer: Oh. Customer: Alright. Let me just take a look. Agent (Taylor Bazzoni): Sure. Customer: I can't get anything. Customer: But some reason it didn't come up, it shows here thank you for yup, having a plan and then it says a guest copy and then, then, and then they got a blue thing on the right-hand. So you know where I usually push to get the message. Oh, now it's coming up. Agent (Taylor Bazzoni): That's okay. Agent (Taylor Bazzoni): Yes. Customer: Oh, okay, if for some reason it didn't come up before at all. Customer: Okay, one second. Let me just get the other one. Customer: I'm gonna safe to download it was the second 11 there I got, I gotten a copy from a celebrity and then there's a second one that says your publish inverse yeah. But that does I keep hitting it and it doesn't come up, it just save. Agent (Taylor Bazzoni): Mm-hmm. Agent (Taylor Bazzoni): Correct. Agent (Taylor Bazzoni): Do you want me to resend it for you? Customer: Yeah, why don't you do that? Maybe I'll have that look. Agent (Taylor Bazzoni): Okay, I will do that and let me know if you need anything else, alright? Customer: Okay. Customer: I thought you were sick or something because you always call me back. Agent (Taylor Bazzoni): I know and I apologize I should have done that. I sent it right over to guest relations. But I am here, I promise and I'm taking care of your Roy. Customer: Okay. Oh. Customer: Oh, okay, I know that but as long as everything is still the same and then when I saw this strange name, I just wait a minute. Okay, thank you so much. Agent (Taylor Bazzoni): I know, I don't know how you got over to Aaron. Agent (Taylor Bazzoni): Alright, my pleasure Roy. Have a good day. Bye. Customer: You too bye-bye.