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Mable Brown · May 9, 2025 ยท 10:32 PM

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Inbound · 22:40 · Planner: Rose Morrissey · +12102696227

Sentiment
positive (0.80)
Intent
ready_to_book
Trajectory
improved
“I'm so glad we got to you. That was easy. Thank you. Okay, I'm excited for my trip.”
Next best action
Send a detailed confirmation email within 24 hours listing the July 27 cruise departure (French balcony, $3,919/person at 30% off), the 2-night Prague pre-extension ($1,099/person), total cost, and step-by-step booking instructions (including Uniworld flight booking and credit card payment options). Include direct links to YouTube tour reviews mentioned by the customer.
Full analysis
What happened

Mable Brown and her spouse Bruce called to explore a Uniworld Danube river cruise (Paso to Budapest) for July 2025, following up on a prior Uniworld experience. Rose helped them navigate cabin options (initially quoted the cheapest window cabin, which they rejected), confirmed the availability of a French balcony cabin at $3,919 per person on July 27 with 30% savings, and discussed a 2-night Prague pre-extension ($1,099 per person) arriving July 25. They clarified their itinerary: fly into Prague, take the extension, then board the cruise, and afterwards fly to Stuttgart and remain there a week before returning home. Rose placed a hold on both the cruise and extension pending the customer's review of tour details and spouse sign-off. Customer indicated they would compare credit card rewards options and return to finalize booking.

Emotional read

Customer started relaxed and chatty, demonstrating comfort with the agent and familiarity with Uniworld. Mid-call, got briefly distracted by a neighbor's dog, then refocused. Throughout, showed collaborative energy with spouse (Bruce) present and deferring to him on final decisions. Ended the call noticeably upbeat and grateful, saying 'that was easy' and expressing genuine excitement about the trip.

Emotional arc through the call

Started conversational and collaborative, briefly sidetracked by a neighbor's dog mid-call, then refocused and grew increasingly enthusiastic as options crystallized, ending with genuine gratitude and excitement about the trip.

How customer sees Pavlus
  • positive · praised Rose by name for making the process smooth and easy: 'I'm so glad we got to you' and 'that was easy'
  • positive · implied trust in Pavlus's Uniworld relationship: 'we know them and everything should be good with them. Yeah, we were comfortable with them'
Process friction
  • agent had to verify cabin category and pricing multiple times due to system or portal delays
  • initial quote came back for July 2026 instead of July 2025, requiring clarification
  • agent struggled to pull extension pricing and availability in real time, putting customer on hold or delaying while researching
Value perception

Customer expressed confidence in Uniworld's all-inclusive model: 'that's what I like about it' (all-inclusive pricing). Implied Pavlus adds value through loyalty tracking and bundled extensions, as they are returning to Uniworld partly because they 'know them' and had a positive prior experience.

Customer behaviors

comparison-shopping cabin categories and price pointsleveraging prior Uniworld loyalty (heritage pass savings)deferring final decision to spouse and requiring calendar coordinationresearching tour content independently (YouTube) before committingseeking to maximize credit card rewards on a high-value booking

Topics & signals
Topicsriver cruise pricingcabin category selectionheritage pass loyalty savingspre-cruise extensionsmulti-leg itinerary planningcredit card rewards optimization
DestinationsBudapestPaso (departure point)PragueAthensStuttgartSan Sebastian
Cruise linesUniworld
Buying signalsasked agent to hold space without obligation for specific datesselected French balcony cabin category matching prior experienceconfirmed July 27 departure date with pre-extensiondiscussed credit card options to maximize rewards on bookingrequested confirmation email to move forward
Objectionswanted to verify cabin type before committing to bookingconcerned about booking date discrepancy (2025 vs 2026)unsure about loyalty savings mechanics from prior tripwanted to research tour details on YouTube before decidingdeferring final commitment pending spouse approval and calendar coordination

Analyzed 2026-05-24 04:46:29 by claude-haiku-4-5-20251001. Confidence 0.92.

Transcript (18,949 chars)
Agent (Rose Morrissey): Oh.
Agent (Rose Morrissey): This is rose. How may I help you?
Customer: Rose, it's Mabl brown.
Agent (Rose Morrissey): Hi, how are you?
Customer: Very good, very good. I got a quote cause I was just, we were looking around for the bye, by the way, I have you on speakerphone cause Bruce is sitting right here with me and we were talking about the, apparently unit world again. Has one that goes well, there's several but they go to the from Paso to Boota pest and we were looking at that one for July 26th, believe it or not the same, almost the same date. Isn't that the same date the twenty sixth that we went last year?
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Oh.
Agent (Rose Morrissey): Oh, so you're looking at now to put af, and chanting Daniel. Okay, on you know, we're all, let me see what they have and, and what type of cabin are you looking at?
Customer: Anyway.
Customer: Yes, mm-hmm with the.
Customer: Well, that's the thing why we, well actually, let me see what the quote says. Hold on.
Agent (Rose Morrissey): But our quotes, they usually quote the least expensive cabin which is the window, the window.
Customer: Okay.
Customer: Okay. That's like below, like in the basement, right?
Agent (Rose Morrissey): And the window is like you have to stand up on the bed to look out. But, you know, world though is, but uni world though it's a little different. Let me look at this, one moment.
Customer: No, we don't, we don't want that.
Customer: Okay. Alright.
Agent (Rose Morrissey): Let me see if I can get into there portal.
Customer: Do you want me to give you, oh, well, you, while you do that, did you want me to give you that quote number or.
Agent (Rose Morrissey): Oh, I have it. I have it in, in front of me. Yeah, so let me look at the quote it looks like it quoted you the least expensive category and that, yeah, for two people was a $7,000 for. Yeah.
Customer: Okay, okay.
Customer: I think it was like 7000 mm-hmm.
Customer: Mm-hmm yeah, 700920 something and then I saw like a possible check return of 950, but I don't know if that's like the same deal like the last time.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Yeah, it is. It's the same deal but let me look at my.
Customer: Okay, okay.
Agent (Rose Morrissey): Book something book support.
Agent (Rose Morrissey): Okay, we're getting somewhere here.
Customer: Okay.
Agent (Rose Morrissey): And then it tells me it's incorrect, hold on a moment let me, let me reach out to the world. Can I call you right back or do you want me to put you on hold? Okay, so you're wanting, sure, you was go, go ahead, go ahead.
Customer: Yeah, you certainly can. We're home so there's you know, we're not traveling anywhere right now. Hey, by the way can I ask you, can I ask you when we, when we did that last unit world trip at the end of the cruise they said something about and I'm not sure exactly how it works but we, if we promise to take our trip on unit world something I can get some money back or, or you get a, you get, I don't know if it was $500 off or I know it's, I just figured if I ask. All they can say is no but is that something that?
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Oh, no you do you just called the heritage it's the past pass savings so you get that savings as well for on world before, yes.
Customer: Oh.
Customer: Oh, okay.
Agent (Rose Morrissey): Okay. So, are you wanting a balcony or want a, not a, on a French balcony. What did we have for you last time? Hold on a moment.
Customer: We had the one where do came down to quote. That's a French I think it was.
Agent (Rose Morrissey): Is it, was it just that you opened the sliding door to let the fresh air in?
Customer: Well, it was like a window that was electric or motorized window that came down.
Agent (Rose Morrissey): Oh, yes, it is. Okay, that is a balcony. Okay, let me go ahead and let me just me just look and see what you did last.
Customer: Yeah, you didn't, we didn't get to go outside so like little.
Agent (Rose Morrissey): Now, yeah, not a step out. I think that my, you got the deluxe French balcony.
Agent (Rose Morrissey): Let me just look at it real quickly.
Customer: And I would imagine the different, the different boats are they have different, different levels of maybe luxury or.
Agent (Rose Morrissey): Yes, they do. They have different?
Agent (Rose Morrissey): They have different types of rooms. Hold on a moment. The last time you did this.
Customer: But we want to do that one.
Customer: Then well it could be a, also have dap going back. But the PAS sounds interesting, and then, from boa pest, cause what if we do decide to stay a night before we get on, so you can catch up?
Agent (Rose Morrissey): Have you been to frog?
Customer: Yeah.
Customer: No, we haven't, we haven't been to where, but that last cruise and side germ.
Agent (Rose Morrissey): It.
Agent (Rose Morrissey): Okay, so why don't you look at maybe they have an extension in frog because it's not that far from to rose. I did an extension from.
Agent (Rose Morrissey): To, to Prad and let me see hold on a moment. It's a very interesting town. I think you would love it and loss of history.
Customer: Is that go saber, or the you old saber?
Agent (Rose Morrissey): Yes, it is the old.
Customer: And we plan on after our, after our boat trip. We're planning on flying to. So card, yeah.
Agent (Rose Morrissey): Oh, okay. Okay, so that's why, okay.
Customer: So, it would be a lot of flights out of prog, I'm sure.
Agent (Rose Morrissey): Yes, are you going to see friends or family?
Customer: I have family and, and the two cart.
Agent (Rose Morrissey): Oh, okay, okay.
Customer: We did that same thing last year, last year we went from where we flew into. Do we fly into sugar, I think we did. No, they said, oh, that's right, they picked this up from that Switzerland town. Where this and bark world. Where was it? No, it was another one. What was it call? Was it Lister?
Agent (Rose Morrissey): Hello sir! Was it loser? Lusser.
Agent (Rose Morrissey): Was this Swar.
Customer: I don't know where, wherever the boat dog. Yeah it was boat that do that doc there and they were like what, two hours away or something don't work too. Yeah, they drove and pick this up right there. They were parked right in front of the boat.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Wow.
Customer: So, that was like, that was like great service and so, but I think from boot like if we had to fly from Boota pest let's just say then it would be to stud guard. So it would be kinda like that little mix-up where we not mix-up but where we go to san San, to the port, the first port and then ending in the port that we do, we don't go home, we go to stud guard and stay there for about a week and then from the stud guard back to san San so it's just gonna be a, a hop in a skip! And you know, we'll stay there for another week.
Agent (Rose Morrissey): Yes.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Oh, that's nice. Okay, so we're looking at to put a Pash, right? Yes. Yeah, okay, let me look at it. This is July 26th, 2026.
Customer: Yeah.
Customer: I believe so, yes. That's it. Mm-hmm.
Customer: Oh, we're looking at 2025.
Agent (Rose Morrissey): Oh, okay. Oh, for July.
Customer: Over there. Yeah, July 20th what is that over there? Oh, it's one of my chickens. Is it let me see. Is it no, oh, that I'm sorry, I'm sorry rose. I saw something moving around and we have a white chicken and I thought I've never seen her at that way, and it's the neighbor's dog.
Customer: That's a little wife taking ether. I don't know what it and it looks like it's got a tail like beaters and I was like, what is she doing over there? Sorry, not that I got distracted. I got a panicky one of my babies was somewhere else. Okay.
Agent (Rose Morrissey): Okay. So the quote, the quote came in as July 26th, 2026.
Customer: Oh, I see. Okay.
Agent (Rose Morrissey): Okay. But you wanted 2025. So, 2025 they have July 6th. Well, you want it to put a Pash. Okay, hold on a sec. To put a Pash. Is July 6th July 20th.
Customer: Yes.
Agent (Rose Morrissey): And August 3rd.
Customer: What do you think about August 3rd?
Customer: Or July, end of July.
Agent (Rose Morrissey): But they all, they all have the thirty percent savings per person.
Customer: Mm-hmm.
Customer: Okay, well what if we want the other direction you said that we might be able to do an extended, extended one in a prog?
Agent (Rose Morrissey): Yeah, let me see if they have an extension in product out of if you started in rose let me see.
Customer: You know something you think about we had another zing.
Agent (Rose Morrissey): Extension in. Okay, let's see.
Customer: Let me go get the calendar, I'll.
Agent (Rose Morrissey): That's weird that they have an extension for Athens.
Customer: That'd be nice too. But that'd be, wouldn't that be a flight? That's.
Agent (Rose Morrissey): Okay, they have an extension for Athens. That's weird.
Customer: Is that, would they apply you there or?
Agent (Rose Morrissey): It's a, it's a three night extension in Athens and.
Customer: Is it, is it that, is it that close that they can bus you there?
Agent (Rose Morrissey): That actually it's a, it's, I don't think you'd be taking them boss. Is this post cruise or this is after the cruise. So that's not gonna work for you because you're going to. Right?
Customer: Well, wherever we end up, we're going to go to Stu cart.
Agent (Rose Morrissey): Okay, or the other way we could do this maybe do a pre, pre extension? Okay.
Customer: But.
Customer: Well, unless we ended up, unless we ended up in a prog and then flew out of there. I thought that's what you were talking about that was.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): Yes. Okay, so here's, here's the problem pre extension it's a 33 I mean two nights.
Customer: Okay.
Agent (Rose Morrissey): Breakfast daily comes with the hotel. All service charges, taxes and and fees. Prog old town and castle district it's like a overview tour English speaking expert all transfers are included so before you get on the ship they'll take you to proud for two nights are you, do you have your computer in the front of you?
Customer: No, but gor went to get the calendar, you know, and, and right now if we could just get, we don't, I don't think we're gonna book like today but, cause I, what I usually do is I get on we can get on the laptop or we can even get on YouTube and look up the, what the tour involves.
Agent (Rose Morrissey): Oh, okay, yeah.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Oh, okay. So, what I'll do, I'll, I'll go ahead and hold space for you folks without any obligation but what dates do you want so for.
Customer: Oh, that'd be great! That'd be great!
Customer: Well, it's looking like, she found that one for the 26th of July. So we're thinking, we're thinking the end of July that maybe like you had one for the first part of August. Her maybe came back. She's got her calendar.
Agent (Rose Morrissey): Okay.
Agent (Rose Morrissey): So July 20th is that good?
Customer: See I'm gonna say it is I have a follow up for my cholesterol but they could I could see if I could tell them that until I get back I'll get the results.
Agent (Rose Morrissey): Okay, the other one is. No, I don't, like the twentieth and the reason why is because it's only twenty percent off per person. Let's look at how about July 27th but it starts in put a Pash. Is that okay?
Customer: Okay.
Customer: Okay, password sound and then started there. Well one, what about that one? You were saying that they had the pre and prog?
Agent (Rose Morrissey): Yeah, let me see what their, let me see their extension for that date.
Customer: Cause then that would be like the twenty fourth or twenty fifth I guess if it works on that one.
Agent (Rose Morrissey): Put a pesh pre put a post. Yeah, you still can do the pre extension in a Brod fly into and then they'll get you back to put a bash. They'll include transfers.
Customer: Oh, does it? Okay, that, and that's the, that unit world offers, right?
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Yeah, you know where we, we'll, you'll fly into, proud to do your tour there somebody from a world will pick you up. Take you to the hotel and then your folks will have a breakfast daily. All the service charges are included and I need to find out what that price is for this pre extension and then they'll drive you back to put a pass that drive cause I've done that out of put a pass. I mean, out of a proud from, proud to put a Pash. I'm gonna say it was about an hour drive.
Customer: Okay.
Customer: I saw mm-hmm.
Agent (Rose Morrissey): So you, and you'll and you'll be there with other people. You know, and that extension, that extension is $1,099 per person.
Customer: Okay.
Customer: Okay. $1,099 per person, okay. And that's 92 night.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Wait, what was that? I didn't, you were cut, you got cut off. I'm sorry.
Customer: Oh, I'm sorry. How long is it a one night or two nights or what? Two nights. Okay, let me here. Oh, that's.
Agent (Rose Morrissey): 2929 yeah, so if you, if the cruise starts on the twentieth.
Agent (Rose Morrissey): Of July, so the cruise starts on the twentieth right? And then you, you're going to have to leave on the 16th of July arriving there on the seventeenth.
Customer: Yes.
Customer: Okay.
Agent (Rose Morrissey): No, no, no, I'm sorry. Leave on the seventeenth, arrive there on the eighteenth.
Agent (Rose Morrissey): You have that night and the next night and you leave on the twentieth to go on the, on the cruise.
Customer: Oh, awesome. Is that the thirty percent off or is that only twenty?
Agent (Rose Morrissey): This is a thirty percent off.
Customer: Okay, and on unit and you said we need to get there on the seventeenth. Is it like we did last night I, on the, so last time we got there a day early just to make sure, you know, there wasn't a problem with the flights or anything. No, I think.
Agent (Rose Morrissey): Or you can do that so you can leave so I can ask him if you could do an additional night in pros.
Customer: Well, I'm getting word from Mabl here that we're not doing that so I think we should just arrive and then get picked up so, they're going to have our flight itinerary.
Agent (Rose Morrissey): But.
Agent (Rose Morrissey): So, okay so no you'll book the flight, we'll book the flight with you in the world and do the extension with uni world and they'll pick you up from the airport take you to the hotel and pro.
Customer: Okay, they'll have itinerary so they'll.
Customer: Mm-hmm.
Customer: Okay.
Agent (Rose Morrissey): Okay. So here's the price. If you do a French balcony, and a French balcony is a Florida ceiling sliding door and you open it up to let the fresh air in. They do have a, an S., $40 479 per person.
Customer: Mm-hmm.
Agent (Rose Morrissey): That's including.
Agent (Rose Morrissey): That one is twenty percent off, I thought we had the thirty percent or we switch dates didn't we?
Customer: I think he were looking for the thirty percent. Is there, is there one late?
Agent (Rose Morrissey): I know, I'm looking for the thirty percent now 2030. So the thirty percent is on the 27th of July.
Agent (Rose Morrissey): Is that the date that you're having something with the doctor?
Customer: No, mm-hmm it's the twenty third.
Agent (Rose Morrissey): Okay. Okay, so why don't know you look at the twenty seventh, you look at that.
Agent (Rose Morrissey): Twenty seventh we can do.
Agent (Rose Morrissey): French balcony? 3919 or a delux Belky 4268.
Customer: You want the, did you say the French balcony was? 3919 per person. Okay.
Agent (Rose Morrissey): Yes, yes.
Customer: Okay, and I'm gonna put here, I think that's kind of similar what we had.
Customer: Cause remember what was going to be going out and stuff. We liked that one. Yeah, it doesn't. Yeah, everything else last time I think I changed it a couple of times to get a, a fancy room because it was on that, you know that French.
Agent (Rose Morrissey): Yeah, you like that one.
Customer: That's Nette now it was you wanted the for one you wanted to face the gym and it, your mom. Yeah, well, it didn't, that anything cost. But, I got a little bit nicer boat for our trip, that's what brought the. Yeah, I just wanna, you know, I'm sure you know where, that's why we we're thinking about uni again is because we know them and.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): Yes.
Customer: Everything should be good with them. Yeah, we were comfortable with them. So, okay, okay, well.
Agent (Rose Morrissey): Okay, good. And everything is all, is all included.
Customer: Yes, that's what I like about it. So, get us for this one.
Agent (Rose Morrissey): Yeah, okay. So let me, let me go ahead and hold this for you folks. For the luck, I mean, the French balcony and then hold the extension.
Customer: Okay.
Customer: Mm-hmm.
Agent (Rose Morrissey): For prog.
Agent (Rose Morrissey): Okay, and then I'll email you the confirmation with pricing and then we'll go from there.
Customer: Okay.
Customer: Alright.
Customer: Okay. And you said the extension would be the two nights. But since we're gonna be doing the twenty seventh getting on the boat then we need to be arriving on the, well, we need to arrive on the twenty fifth, right? We'd have to leave on the twenty fourth drive the twenty fifth. Okay.
Agent (Rose Morrissey): Yeah.
Agent (Rose Morrissey): That's right. Leaving on the twenty fourth arrive on the twentieth of twenty fifth yeah, the night of the twenty fifth the night of the twenty sixth and then on the twenty seventh you, you're being transferred. Yeah, for extension.
Customer: Oh.
Customer: Okay, I and I.
Customer: Would be okay, okay, okay. Well, if you don't mind holding that sounds really good and, and I think what we're gonna do is why don't we go ahead and go to Consco and get that credit card that gives us two percent instead of the bank. Well, it's got our world card give us, do you think the world card check it might give us two percent, okay, yeah, we're just trying to the credit card now.
Agent (Rose Morrissey): I understand. Okay, that the extension, it looks like the extension here for prog.
Customer: That's what?
Agent (Rose Morrissey): Oh, say the same price. $1,099 per person. Alright. Let me reach out to them and then I'll email you your confirmation and we'll go from there.
Customer: Okay, nice.
Customer: Okay, fantastic. Thank you. Well that was easy, I need that staple button that goes.
Agent (Rose Morrissey): The easy one. Okay. Yeah. Alright. Hello, my, my pleasure. Talk to you later.
Customer: That says that was easy. Okay, great. Thank you rose. I'm so glad we got to you. Thank you. Okay, I'll make excited for my trip. Okay. Alright, bye-bye.
Agent (Rose Morrissey): Okay, bye.