Mable Brown · Jan 15, 2026 ยท 10:27 PM
Inbound · 03:08 · Planner: Air Department · +12102696227
“I'd still don't see that they were already charged because I got an email from Sam Moya to look over some flights and the price and everything and it's not the same the prices.”
Sam should call Mable back at 210-269-6227 to clarify the pricing discrepancy between the emailed flight quote and competing quotes, and confirm the correct passenger names match the passport email Mable sent this morning.
Full analysis
What happened
Mable called intending to reach Sam Moya about airline tickets. She had received an email from Sam with flight options, but noticed the prices didn't match a separate quote she'd received elsewhere. Leann confirmed Sam was at lunch and took a callback request with Mable's phone number and party size (2 people: Mable and her husband). Mable also requested that Leann alert Sam to check an email Mable had sent that morning with passport name details. Leann agreed to pass the message along and offered to assist with referral bookings. No pricing issue was resolved on this call; it was purely a message transfer.
Emotional read
Mable was calm and cooperative throughout, though mildly confused about call routing at the start. She remained patient when told Sam was unavailable and proactively offered additional context (passport email reference) to help expedite resolution. Tone was courteous and appreciative.
Emotional arc through the call
Mable started slightly uncertain about call routing but remained patient and collaborative, ending on a warm note thanking Leann.
How customer sees Pavlus
- neutral · Customer noted price discrepancy between Pavlus-provided flights and a quote from 'world' (unclear source), implying she's comparing options
Process friction
- customer received email with flight quotes but prices do not match what was quoted to her elsewhere, creating confusion about accuracy
Customer behaviors
comparison-shopping flight prices against another sourceproactively sharing context (passport email reference) to speed resolutiondeferring substantive decision pending callback from assigned planner
Topics & signals
| Topics | airline ticket pricing discrepancyflight confirmationpassport name verification |
|---|---|
| Objections | prices on emailed flights differ from what world (likely Worldmark or another provider) quoted |
Analyzed 2026-05-26 06:03:18 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,098 chars)
Customer: How do I check my? Is this my hello. Agent (Leann Wright): Thank you for calling. Agent (Leann Wright): Hi, thank you for calling El travel air department. This is LeAnn. How may I help you? Customer: Hi, Leanne. I thought I called Sam Moya, but I'm calling on some airline tickets that I, I'd still don't see that they were already charged because I got an email from Sam Moya to look over some flights and the price and everything and it's not the same the prices. The fair is not the same as the one that world gave me. Agent (Leann Wright): Mm-hmm. Agent (Leann Wright): Oh, okay. Well, things do fluctuate sometimes. Let me see if Sam is available so she can figure out what's happening. Hold on. Customer: Okay. Agent (Leann Wright): Actually, she's at lunch right now. Can I have her call you back in a few minutes. Customer: Sure, she certainly can. My number is, 210-269-6227. Agent (Leann Wright): Okay, and this is just regarding one couple, are there a bunch of people she's needs to look at? Customer: Oh, no. It's just myself and my husband two of us. Agent (Leann Wright): I see. Okay, just wanna make sure she's on the same page. Customer: Did you want me to give you my name on that or. Agent (Leann Wright): Oh, caller ID says maple brown, is that accurate? Customer: Oh, okay. Oh, okay, alright, that would be it. And if, does she need like maybe, well, can you put on there too if she checked an email that I sent this morning, where I gave her our passport names, cause I think there was a question about the passport names that they needed that. Agent (Leann Wright): Okay. Agent (Leann Wright): Okay. Agent (Leann Wright): Okay. Alright. I'll have her check that out and if you've got any other questions about that or referral bookings or anything like that, she can definitely assist you with that. Customer: Yes. Customer: Okay, very good. Okay. Agent (Leann Wright): Alright, I'll send her a message. Customer: Thank you lean, I appreciate it you have a great day. Agent (Leann Wright): Oh, my pleasure. Thank you. You too. Mm-hmm. Bye. Customer: Yeah, bye-bye.